CallTrackingMetrics Telephony Connector (v2)

1. Feature Overview

The LeadSquared CallTrackingMetrics Telephony connector integrates your CallTrackingMetrics (CTM) application with LeadSquared.

Through this connector, you can avail the following benefits –

  • Ability to make outbound calls (click to call) and automatically track the calls in Lead Activity History.
  • You can manage users in your CTM account directly from LeadSquared.
  • Prevents lead leakage by tracking outbound and inbound phone call logs as activities.
  • Access call recordings of inbound and outbound calls.
  • Display lead information pop-up to LeadSquared users when an incoming call is received or an outgoing call is placed.
  • The new Call Agent First feature ensures reduced lead leakage by routing outbound calls to the agent (LeadSquared users) first.

 

2. Prerequisites

  • You must be an Administrator User of your LeadSquared account to access the app settings.
  • You need an active CallTracking Metrics account with at least one tracking number.
  • The ‘Agents’ in CTM should have the same email addresses as the LeadSquared users you’re looking to sync –
    • If john@example.com is a user in LeadSquared, with associated phone number ‘XXX-XXXXX’, a user with the same email address (john@example.com) associated with that ‘Inbound Phone Number’ should be available in CTM.
  • Before you install the CTM Telephony connector, we recommend you download and set up the CTM dialer desktop application.

Note:

  • The agent phone number for this connector is not fetched from the Agent Phone Number field in LeadSquared. Instead, you must configure a phone number when setting up the connector.
    • If you’re migrating from the CTM Telephony v1 connector, then you must delete existing phone numbers in the Agent Phone Number field before you set up the CTM Telephony v2 connector.
  • You can also embed your entire call tracking metrics dashboard in LeadSquared and access it directly from your LeadSquared account. For more information, see Embed Your Call Tracking Metrics Dashboard in LeadSquared.

 

3. How it Works

Using the CTM connector, you can create users in your CTM account directly from LeadSquared. You can also update their phone numbers from LeadSquared, and ensure that data between user and agent data between LeadSquared and CTM are synced.

After the connector is configured, you’ll be able to –

  1. Make and receive phone calls from the following pages –
    • Lead Details
    • Manage Leads
  2. Leverage the agent pop-up to capture lead details.
  3. View and manage phone call activities, complete with call details like duration, status, recordings, etc.
  4. Use other LeadSquared features like automation to automate workflows based on call disposition.

 

4. Install the Connector

  1. From the main menu, navigate to Apps>Apps Marketplace.
  2. Search for CTM Telephony, and click Install.
    • Alternatively, you can find the connector on the left panel, under Telephony – United States.
  3. Once the connector is installed, hover your cursor over the settings icon, and click Configure.

LeadSquared CTM Telephony

 

5. Configure the Connector

Once installed, configure the connector to sync your CTM account with LeadSquared.

5.1 Authentication

  1. Enter the following details to authenticate your CTM account –
    • Account Number – Enter your CTM account number here.
    • API Key – Enter your API Key here.
    • API Secret – Enter your API Secret Key here.
  2. Once you’re done, click Save.
Note: To obtain your CallTrackingMetrics Account Number, API key, and API secret key, refer to CTM API Keys, or on your CallTrackingMetrics account navigate, to Settings>Account Settings (under Account Management).

LeadSquared CTM Telephony

 

5.2 User Sync

Sync users between your CTM and LeadSquared accounts.

For New Accounts

If you are setting up a new CTM account (with no existing users) with LeadSquared, you can directly migrate existing users from your LeadSquared account. These users will get created inside your CTM account.

  1. On the User Sync tab, click Add Users.
  2. Alongside the users you want to migrate to CTM, click the Checkbox checkbox.
  3. Once you’re done, click Add Users. These users will now get created in your CTM account.

LeadSquared CTM Telephony

 

For Existing Accounts

If you are syncing a CTM account that contains existing users with LeadSquared, ensure the users have been created with the same email Id in both CTM and LeadSquared. To sync these users, on the User Sync tab, click Sync Users.

The other actions you can perform are –

  • To delete an existing user from the CTM Connector, click .
  • To change the Outbound or Inbound numbers of an existing user, click , and select the new number from the dropdown.
    • By default, all the Outbound numbers present in your CTM account will be displayed here. To add more Outbound numbers, refer to Buy CTM Tracking Numbers.
    • For Inbound numbers, enter the 10-digit number along with the country code (e.g., +1-6557828771, etc.).

Once you’re done, click Save & Next.

Note: You can only migrate existing users from your LeadSquared account to your CTM account. To know how to create users, refer to Manage Users.

LeadSquared CTM Telephony

 

5.3 Click2Call & Agent Pop-up (Click2Call Settings)

Configure the following settings –

  • Call Agent First – When enabled, your users will first get the call on their device (based on the Inbound Phone Number configured in LeadSquared). Once they receive it, a call is placed to the intended lead. This setting is enabled by default.
  • Enable Click2Call – When enabled, users can call the lead by clicking the lead’s phone number. The CTM Connector will become the primary telephony provider when placing a call.
  • Enable Agent Pop-up – When enabled, the agent pop-up form is displayed to your users during the call.
    • Agent Pop-up Configuration – From the list of options, select when you want to display the agent pop-up form –
      • Inbound
      • Outbound
      • Inbound and Outbound
  • Enable Softphone – When enabled, you’ll be able to access the softphone pop-up inside LeadSquared*.

Once you’re done, click Save Configuration. Users are synced between both the accounts, and the connector is now live.

Note: *We don’t recommend using the Softphone feature. Instead, you should download and set up the CTM dialer desktop application.

LeadSquared CTM Telephony

 

6. Actions

Once your CTM account is successfully integrated with LeadSquared, you can start making calls to leads directly from your LeadSquared account. You can also receive calls and access the call logs for your leads.

6.1 Place Outbound Calls

  1. Navigate to the Manage Leads page, and click on the lead you want to call.
  2. On the Lead Details page, from the Lead vCard, click the lead’s number to place the call.
  3. On the Confirm pop-up, click Ok. Your call is placed to the lead.

LeadSquared CTM Telephony

 

6.2 Receive Inbound Calls

You can receive the inbound calls from your leads on any page in the LeadSquared platform.

For New Leads – If you receive a call from a new number that does not correspond to any lead in your LeadSquared account, a new lead will automatically get created and the call details will get logged.
For Existing Leads – Calls received from numbers that already exist in your LeadSquared account will reflect on the Lead Details page, under the Activity History tab for the given lead.

Note: When you receive calls from a number that doesn’t correspond to existing leads, by default a new lead is created in LeadSquared. To disable this –

LeadSquared CTM Telephony

6.3 Access Call Logs

Once the call (Inbound and Outbound) is completed, a call recording is posted against the lead on the Lead Details page, under the Activity History tab.

  • To listen to the recording, click LeadSquared CTM Telephony.
  • To download the recording, click Cloud Calling.

LeadSquared CTM Telephony

 

Any Questions?

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