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How to Troubleshoot Missing Dazos Links in Call Tracking Metrics - CTM (CRM)

Overview

This guide helps you troubleshoot when Dazos links are not appearing in Call Tracking Metrics (CTM) for your customer accounts, preventing access to lead records in the CRM.

Before You Begin

You'll need:

  • Access to CTM call records

  • Customer account information

  • Specific call examples where links are missing

  • API logs from CTM (if available)

Steps to Troubleshoot

1. Identify Affected Calls

Locate specific call examples where the Dazos link is missing from CTM:

  • Check recent calls in the customer's CTM dashboard

  • Note the call ID and timestamp for each missing link

  • Document which customers are affected

2. Gather Call Details

For each affected call, collect the following information:

  • Call ID number

  • CTM account ID

  • Customer name and account

  • Call timestamp and duration

  • Caller information

3. Check CTM Configuration

Verify the CTM setup is correct:

  • Confirm the integration settings are properly configured

  • Check if duplicate prevention settings might be interfering

  • Review routing rules and call flow paths

4. Request API Logs

If the issue persists, gather API logs from CTM:

  • Obtain the complete API response for the affected calls

  • Include call metadata such as source, duration, and routing information

  • Document any error messages or missing fields

5. Escalate to Development Team

Create a support ticket with the following details:

  • List of affected customers and call examples

  • API logs and call metadata

  • Screenshots showing missing links in CTM

  • Any error messages or unusual behavior observed

Expected Result

After the development team resolves the backend integration issue:

  • New calls will display Dazos links correctly in CTM

  • Links will direct to the appropriate lead records in Dazos CRM

  • The integration will work consistently across all customer accounts

Testing the Fix

To verify the resolution:

  1. Check recent calls in CTM for multiple customer accounts

  2. Confirm Dazos links appear in the call records

  3. Test clicking the links to ensure they navigate to correct lead records

  4. Monitor for 24-48 hours to ensure consistent functionality

Common Issues

Links still not appearing after fix:

  • Clear browser cache and refresh CTM

  • Verify the customer account is properly connected to Dazos

  • Check for any recent changes to CTM routing or integration settings

Links appear but don't work:

  • Verify the lead exists in Dazos CRM

  • Check user permissions for accessing lead records

  • Confirm the integration mapping is correct

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