Does CTM Log Outbound Calls in Dazos CRM? (Yes — Here's How)
A common misconception is that the CTM (Call Tracking Metrics) integration only logs inbound calls in Dazos CRM. In fact, CTM logs both inbound and outbound calls — including outbound calls made to referral sources — in the Call Log section of the related record.
When to Use / Why It Matters
This applies any time a CSM or customer questions whether outbound calls they've made through CTM are being tracked in Dazos CRM. If you see call log entries with a direction of "Outbound" on an account with CTM enabled, this is expected and correct behavior.
How CTM Call Logging Works
📞 Inbound calls → Auto-logged in the record's Activities tab; can also trigger new lead creation if a unique tracking number is called.
📲 Outbound calls (via CTM softphone) → Also logged in the Call Log section of the related record (e.g., Lead, Referral Source, Account), with direction shown as "Outbound."
Where to Find Outbound Call Logs
Navigate to the relevant record in Dazos CRM (Lead, Account, or Referral Source).
Open the Call Log section (or Activities tab, depending on your view).
Look for entries with direction labeled "Outbound" — these represent calls made through CTM to that record's number.
Pro Tips / Extra Help
💡 Outbound call logging via CTM applies to calls made through the CTM softphone inside the CRM. Manual calls made outside the softphone will not be auto-logged.
⚠️ RingCentral also supports outbound call logging, but CTM and RingCentral are separate integrations — do not conflate them.
Related Resources
Verifying Call Tracking Metrics (CTM) Integration — CRM
What Are the Different VoIP System Integration Capabilities? (CRM)
How to Upgrade from CTM Version 1 to Version 2