Before You Begin
Ensure you have:
CTM integration enabled in Dazos
Proper user mapping configured in the VoIP settings
Understanding that this behavior is by design to prevent accidental reassignments
How CTM Lead Assignment Works
CTM follows specific rules for lead assignment based on whether the lead already exists:
Scenario 1: New Lead from Answered Call
When a call comes in and is answered by a mapped representative, both the call log and the new lead are assigned upon creation.
Scenario 2: Unanswered Call with Callback
If a call comes in unanswered, the call log and lead are assigned to CTM. When a mapped user calls back, the new outbound call log is assigned to the rep who did it the first time, but the lead remains assigned to CTM until manually reassigned.
Scenario 3: Existing Lead
If a call comes in and is answered by a mapped representative, but the lead already exists and is assigned to another user, the lead remains assigned to the original. The call log will be assigned to the second, but the lead assignment never changes.
Key Takeaways
Existing leads are never reassigned: Once a lead exists in your CRM, CTM will not automatically change its assignment, regardless of who handles subsequent calls
Test with new numbers: To verify your user mapping works correctly, test with completely new phone numbers that haven't created leads in your system
Call logs vs. leads: Call logs can be assigned to different users than the associated lead
Manual reassignment required: If you need to change the assignment of an existing lead, it must be done manually
How to Test Your User Mapping
Ensure your CTM users are properly mapped to Dazos users in Settings > CRM Settings > Integration > VoIP Settings
Use a phone number that has never been called by your system before
Have the mapped user answer the incoming call
Verify that both the call log and the newly created lead are assigned to the correct user
Troubleshooting Common Issues
Problem: All leads still show as assigned to CTM after mapping
Solution: You may be testing with existing leads. Use completely new phone numbers for testing, as existing leads will never be reassigned automatically.
Problem: Call logs are assigned correctly, but leads are not
Solution: Check if the lead already exists in your system. Existing leads retain their original assignment regardless of who handles subsequent calls.