CTM Phone (Mobile App)

What is CTM Phone?

CTM Phone is a completely rebuilt mobile app designed for agents who need to make calls, send texts, and manage contacts while away from their desk. This is not a minor update to the previous app — it's a ground-up rebuild using a modern framework that delivers better stability, a cleaner interface, and a foundation for rapid feature development.

Key takeaway: CTM Phone is an agent-facing softphone. It's built for calling, texting, and viewing activity — not for account administration or call routing changes.

✅  Pro Tip

Search “CTM Phone” in the iOS App Store or Google Play Store to download.

Availability & Plan Requirements

CTM Phone is available for iOS and Android. The app supports all CTM plan types except Marketing Lite and Marketing Pro (which do not include softphone access). Agents can be logged in on both the desktop web platform and the mobile app simultaneously without any conflicts.

Getting Started  

Logging In  

Open the app and sign in with your CTM email and password. Toggle "Remember Me" to speed up future logins. Once authenticated, the app loads your account, and you're ready to go.

Agent Status  

Your current status (Ready, Not Ready, or a custom status) displays in the top-left corner of the main screen. Tap it to change your availability. This mirrors the status controls you're familiar with on the web platform.

Multi-Account Access 

If you have access to multiple CTM accounts (common with agency-style plans), tap your profile icon in the top-left corner to switch between accounts. You can view calls, texts, and place outbound dials from any account you have access to.

Calling

Making Outbound Calls 

Tap the phone icon in the bottom navigation to open the dialer. Enter a number and tap call. Before dialing, check the phone number shown in the top-left corner. This is the caller ID your recipient will see. By default, it's your agent DID, but you can tap it to select a different number from your account.

Receiving Inbound Calls 

Incoming calls appear as a standard notification banner (make sure in-app notifications are enabled in Settings). Answer directly from the notification or from within the app.

In-Call Controls  

Once connected, you have a full set of call controls at your fingertips:

Control	What It Does
Hold	Places the call on hold. Only you can pick it back up.
Park	Places the call in a shared parking lot — any agent on your team can pick it up.
Transfer	Send the call to another agent, phone number, call queue, or voice menu.
Add	Start a conference call by adding another agent or phone number. Option to brief the new participant on hold first.
Mute	Mutes your microphone.
Speaker	Toggles speakerphone.
Dial Pad	Opens the keypad mid-call for navigating IVR menus (press 1 for Sales, etc.).
Participants	View everyone on the call. Remove or mute individual participants.
Caller Info	View the contact card, notes, visitor detail, call score, script, tags, and tracking source for the current caller.

Missed Calls 

Tap the Missed tab on the dial pad screen to see calls you personally missed. This defaults to calls that rang directly to you. Future updates will add filtering to show missed calls from queues and team-wide activity.

Device Switching 

One of the standout features of CTM Phone is the ability to move a live call between the desktop web platform and the mobile app (mobile to desktop is currently not supported).

How It Works

1. Take an inbound call on the web platform at your desk.
2. Place the call on hold.
3. Open the CTM Phone on your mobile device, and the held call appears as an active call.
4. Tap to switch the call to your phone. You're now mobile, and the conversation continues seamlessly.

This is ideal for agents who start a call at their desk and need to step away — walk to a meeting room, head out to the field, or move around the office.

Text Messaging 

Tap the Messages icon in the bottom navigation to access your SMS conversations. From here you can:

• Sort messages by date or unread status
• Filter by agent or message status (received, sent, delivered, unsent)
• Search for specific conversations
• Compose new messages to a number or a recent contact
• Attach photos to outbound messages (video support coming soon)

If a message shows as undelivered, you can retry sending it directly from the message thread.

🔜  Coming Soon

Group messaging is currently in beta. This will allow multi-party text conversations similar to group texts on your personal phone.

Activity Log  

The Activity screen mirrors the activity log you see on the desktop web platform. Each entry shows the activity type (inbound, outbound, voicemail, missed call, form fill), a brief summary, the timestamp, and the tracking source.

Tap any activity to see full details and take action:

• Call or text the contact directly
• View and edit the contact panel
• Add notes that follow the contact across all activities
• Score the call
• Send an email to the contact
• View scripts, tags, and visitor details
• See the tracking source to understand where the lead came from

Use the pre-built filters to quickly surface voicemails and missed calls so you can prioritize callbacks. The tracking source displayed alongside each activity helps you gauge lead quality at a glance, and a call from a high-value campaign source may warrant faster follow-up.

Contacts 

The Contacts screen gives you an alphabetized list of your saved contacts, with quick-access favorites. Tap any contact to view their full profile, make edits, or initiate a call, text, or email. Starring a contact adds them to your Favorites tab on the dial pad for one-tap calling.

Unlike the previous mobile app, agents can now update contact information directly on their phones, without switching to a desktop to edit a record.

🔜  Coming Soon

Contact list management (account-wide and personal lists), plus the ability to import contacts from your device.

Settings & Preferences  

Setting	Description
Show CTM Calls in Phone History	Displays your CTM calls in your device’s native call log so work and personal calls appear together.
Play DTMF Tones	Enables touch-tone sounds when dialing on the keypad for audio feedback.
Incoming Message Sound	Plays an alert sound for incoming text messages. Recommended: keep this on.
In-App Notifications	Enables banner notifications within the app for incoming activity.
Troubleshoot Notifications	Runs a device check to verify your notification setup is working properly.
About / Version	Displays your app version and build number. Helpful for support troubleshooting.
Send Feedback	Submit feedback or issues directly to the CTM product team, with optional screenshot attachment.

Best Practices for Agents

• Stay connected. Call quality depends on your network. Use Wi-Fi when available, and avoid taking calls in areas with poor cellular signal.
• Keep the app running in the background. Don't force-close the app (swipe up). It needs to maintain a background connection to receive calls and display full caller information.
• Enable notifications. Turn on both in-app notifications and incoming message sounds in Settings so you never miss an inbound call or text.
• Check your version. Go to Settings > About to confirm you're on the latest version. If you experience issues, updating the app is often the quickest fix.
• Use the feedback button. Found a bug or have a feature idea? Tap Send Feedback in Settings. It goes directly to the product team.

What's Coming Next

CTM Phone is under active development with a robust roadmap. Here's a preview of upcoming enhancements:

• Custom fields visible on the caller info panel
• Group text messaging
• Video message attachments
• Contact list management (account-wide and personal lists)
• Import contacts from your device
• Expanded missed call filtering (queue-level and team-level)
• Additional activity log filters

Need Help?

If you run into any issues or have questions, reach out to your CTM account manager or contact our support team. When reporting an issue, include your app version and build number (found in Settings > About) to help us diagnose things faster.

You can also use the Send Feedback option within the app by clicking your user icon/initials in the top left corner >Settings > Send Feedback. 

We're building the CTM Phone with your feedback in mind. Let us know what's working, what's not, and what you'd love to see next.