How to Upgrade from CTM Version 1 to Version 2 (CRM + CTM)
Upgrading from CTM (Call Tracking Metrics) Version 1 to Version 2 requires changes in both Dazos CRM and inside CTM itself. Completing only the Dazos side will not fully activate the V2 softphone experience.
Before You Begin
You must have Admin access to both Dazos CRM and your CTM account.
Confirm the customer's CTM subscription supports the V2 Softphone feature.
Steps
Step 1 – Enable V2 Softphone inside CTM
Log in to your CTM account.
Go to Settings → Behaviors → Softphone.
Turn on the V2 Softphone toggle.
Save your changes.
Step 2 – Switch to CTM Version 2 in Dazos CRM
Log in to your Dazos CRM.
Go to Settings → CRM Settings → Integration → VOIP Settings.
Select Use CTM Version 2.
Click Save.
Verification / Expected Result
After completing both steps, the CTM V2 Softphone should load inside the CRM. Test an inbound and outbound call to confirm the new softphone interface is active.
Troubleshooting / Common Errors
⚠️ Softphone not loading after switching in CRM: The V2 toggle inside CTM (Step 1) was likely skipped. Both steps are required — the CRM setting alone is not enough.
⚠️ Calls not connecting after upgrade: Verify the customer has CTM V2 enabled at the account level with their CTM representative.
Related Resources
How to Enable the Call Tracking Metrics Softphone in the Dazos CRM
How to Prevent Caller ID City, State, and Zip from Overwriting VOB Address Data