OutboundIQ Integration

OutboundIQ works with CTM outbound campaigns to select the caller ID used for each prospect. After the call is completed and dispositioned, CTM sends the outcome and related call details back to OutboundIQ. Eligible CTM plans include Sales Engage and Enterprise.

How it Works

The integration supports two functions:

1. Caller ID assignment: Before placing a call, CTM asks OutboundIQ which caller ID to use.
2. Call-result reporting: After the call is dispositioned, CTM reports the outcome to OutboundIQ.

Caller ID Assignment

When Use Assignment Endpoint is enabled, CTM sends OutboundIQ:

• The prospect’s phone number
• The prospect’s ZIP code
• The CTM outbound campaign ID

OutboundIQ applies its assignment logic and returns an ANI, the caller ID CTM should use. CTM verifies that the ANI matches an active tracking number in the account and then uses that number to place the call.

Call-Result Reporting

After the call is completed and dispositioned, CTM sends the result to OutboundIQ. Depending on the information available, the data may include:

• Campaign and agent
• Caller ID
• Call disposition
• Prospect phone number and ZIP code
• Call date, time, and direction
• Number of dial attempts
• Skill
• Lead source

Before You Begin

Confirm that:

• Your CTM account includes Contact Center, Softphone, or Dialer access.
• You have received an API key from OutboundIQ.
• The OutboundIQ integration is enabled in your CTM account.
• Every caller ID that OutboundIQ may assign exists as an active number in CTM.
• Your outbound campaign has appropriate fallback behavior configured.

You may need to work with OutboundIQ to confirm your API key, caller ID assignment logic, and list of potential caller IDs.

Configure The Integration

1. Open the OutboundIQ integration settings in CTM.
2. Enter the API key provided by OutboundIQ.
3. Enable Use Assignment Endpoint if OutboundIQ will select the caller ID for each prospect.
4. Save your changes.

After Setup

Caller IDs must already exist in CTM

OutboundIQ can only assign caller IDs that match active tracking numbers in your CTM account. The integration does not create, purchase, or activate numbers.

If OutboundIQ returns a caller ID that CTM cannot match to an active number, CTM cannot use the assignment.

Your campaign’s fallback behavior still applies

If OutboundIQ times out, returns an error, or provides an invalid or unavailable caller ID, CTM follows the outbound campaign’s configured fallback behavior.

The integration does not guarantee that every assignment returned by OutboundIQ can be used, so configuring an appropriate fallback is important.

Delayed dispositions remain associated with the assignment

CTM retains the original OutboundIQ assignment context for up to 14 days. If a call is dispositioned after the initial dialing attempt, CTM can use this context to associate the result with the correct assignment.

OutboundIQ manages the assignment logic

OutboundIQ determines which caller ID should be assigned to each prospect. CTM requests the assignment, verifies the returned number, places the call, and reports the final result.

The integration does not:

• Import or synchronize general contact records
• Create or add tracking numbers to your CTM account
• Configure OutboundIQ’s assignment logic
• Replace your outbound campaign’s fallback configuration