Symptom/Error
When specific CTM users attempt to make calls, their names appear as 'Null Null' instead of displaying the correct agent name, while other users in the same system work correctly.
Cause
This issue occurs when there are user profile inconsistencies rather than when global mapping configuration problems occur. The affected users' Dazos profiles may have incomplete name fields, or their CTM agent IDs may not be synced correctly with the CRM system.
Solution
Step 1: Verify User Profile Information
Check that the affected users' Dazos profiles have all name fields properly filled in:
First Name
Last Name
Display Name (if applicable)
Step 2: Re-run CTM User Mapping
Navigate to Settings → CRM Settings → Integration → VOIP Settings.
Click "Map CTM Users to Dazos" to re-sync the agent list.
Click "Map Calling Fields" to confirm call field mappings are still set.
Step 3: Clear Browser Data and Test Different Browsers
Have the affected users try the following troubleshooting steps:
Clear browser cache and cookies completely (not just cache)
Try accessing the system in an incognito/private browsing window.
Test using a different browser entirely.
Restart the browser after clearing data.
Step 4: Verify CTM Assignment
Ensure that the affected users are properly assigned in CTM when answering calls, as this is a prerequisite for the mapping to work correctly.
Expected Result
After completing these steps, the affected users should see their correct names displayed instead of 'Null Null' when making calls through the CTM integration.
Escalation
⚠️ When to Contact Support:
User profiles appear complete, but 'Null Null' persists after remapping.
Multiple users are affected, and browser troubleshooting doesn't resolve the issue.
CTM agent IDs need technical review for sync issues
When contacting support, please provide:
Instance URL
Specific usernames affected
Screenshots of the 'Null Null' display
Confirmation of troubleshooting steps already completed
💡 Important Note: This issue affects individual users rather than the entire system, so standard global remapping alone will not fix the problem. The solution requires checking user-specific profile data and browser-related display issues.