Softphone Guide (CTM Mobile App)

This app is no longer available for iOS. See this article if you are looking for information on the new mobile app, CTM Phone. 

Downloading the App

The CTM mobile app is available for Android. If you do not have the latest version, you will see an update option in the Google Play Store. We always recommend using the latest version of your mobile operating system with the app. 

The minimum Android version that can use the mobile app is 8.1

Watch the Mobile App video walkthrough.

Note:

• You must have at least 1 Tracking Number in the account where you're using the CTM mobile app.
• Toggling off the Enable the softphone for outbound calls option at Settings > Account Settings > Behaviors affects both the softphone and mobile app. 
• Two-factor authentication for the mobile app requires a method other than email and the generation of backup codes.
• The app does not currently support call waiting or 3-way calling.

Opening the Softphone in the CTM mobile app

1. Tap the Phone icon to open the phone.

• iPhone:
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• Android:
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Features

1. Agent Status: shows your user icon and current status (Available, Not Available, Outbound Call, Inbound Call, or custom status).

2. Number to Dial: shows the number that will be dialed. Type or paste a number here to place an outbound call.

3. Dial Pad: Tap to place an outbound call.

4. Activity Log toggle: Tap to expand the call to show the summary and tags.

5. Softphone Settings: Click the gear icon to open the softphone settings menu.

6. Contacts: Click here to view and search for recent contacts.

7. Toggle Availability: Click to become available or not available for calls.

8: Panels: Click on a call to expand the panel view. 

Answering a Call

A ringing tone will play when an incoming call is routed to you, and a prompt will appear to allow you to choose how to address the call.

• Ignore: dismisses the current call. The call will stop ringing for you but will continue to ring for other agents (if applicable).
• Answer: answers the call.

CTM Mobile App During a Live Call

1. Agent Status: indicates the agent's status and the tracking number from which the call is being placed.

2. Call Controls:

• Hold: places the caller on hold.
• Mute: Mute your microphone.
• Keypad: returns to the phone's dial pad view.
• Party: click to view all agents and customers on the call. Call moderators can mute or dismiss other participants.
• Transfer: transfer the call to another agent, another phone number, a queue, or a menu.
• Add: add another agent or another phone number to the call. You may also choose to place the caller on hold before adding.
• Dialed Number and Call Duration: shows the number of the person you call (for an outbound call) or the person calling you (for an inbound call).
• Hang Up: ends the current call.

More Information

• Softphone Guide
• Accepting Inbound Calls
• Outbound Dialing
• Conference Calls and Transfers
• Putting a Call on Hold
• Notes and Call Scoring in the Softphone