Before You Begin
Ensure you have Administrator permissions in your Dazos CRM instance
Verify that the affected representatives have active user accounts in Dazos CRM
Confirm that representatives are properly assigned when answering calls in CTM
Steps
1. Access CTM User Mapping Settings
Navigate to Settings (gear icon) → CRM Settings → Integrations → CTM → User Mapping.
2. Review Current User Mappings
In the User Mapping section, you'll see a list of your Dazos users alongside their associated CTM profiles. This shows which CTM representatives are currently connected to Dazos users.
3. Identify Unmapped CTM Users
Cross-reference this mapping list with your active representatives in CTM. Any CTM representative who handles calls but doesn't appear mapped to a Dazos user is causing the "CTM" assignment issue.
4. Map Unmapped Representatives
For each unmapped CTM representative:
Locate their CTM profile in the mapping interface
Select the corresponding Dazos user from the dropdown menu
Ensure the mapping shows the correct pairing
Save the mapping configuration
Verification / Expected Result
After mapping CTM users to Dazos users, new Intake Opportunities from those representatives should be assigned correctly:
Assigned To field shows the proper Dazos user instead of "CTM"
Sales Rep field shows the proper Dazos user instead of "CTM"
Call activities are logged under the correct representative
⚠️ Note: This mapping only affects future calls and opportunities. Existing records with "CTM" assignments will need to be updated manually if required.
Troubleshooting / Common Errors
Representatives still showing as CTM after mapping: Verify that the CTM representative is properly assigned when answering calls in CTM before testing the mapping.
Cannot find specific CTM users in mapping interface: Ensure the representative has answered at least one call in CTM and is properly configured in the CTM system.
Mapping appears correct but assignments still default to CTM: Wait a few minutes for the configuration to take effect, then test with a new incoming call.
💡 Best Practice: Prevent Future Issues
To prevent this issue from recurring:
Update your onboarding process: Make CTM-to-Dazos user mapping a mandatory step when hiring new sales representatives
Audit before go-live: Before a new representative takes their first live call, verify their CTM profile is mapped to their Dazos user account
Regular reviews: Periodically audit the User Mapping settings to ensure all active representatives remain properly mapped