Video Walkthroughs

Voice menus allows you to route callers based on keypresses or speech recognition.  Callers can listen to a greeting explaining the menu options, and then make a selection.

Queues are used to route callers to a group of agents.  Callers who are routed to a queue will wait on hold for an agent to answer based on a series of rules you define in the queue settings.  

Learn how creating “Presets” and using the “Copy” function can help streamline your account setup

Schedules define active hours that you can use to control available times for agents and routing features.  Schedules are built using days of the week and hours of the day rather than specific calendar dates.

Learn how to set up custom definitions to get your unique call event parameters into GA4’s standard reporting.

Learn how to view and understand events in GA4.

Find out where to look in GA4 to view and define your call conversions in CallTrackingMetrics.

Find out where to look in GA4 to view your events with session details like default channel and source/medium.

Tracking numbers are unique numbers purchased through CTM that are used to track advertising sources and attribute activities.