Overview
When mapping custom fields from Call Tracking Metrics (CTM) to Dazos CRM, there are a few important rules to understand: some field types cannot be mapped directly, CTM data only passes to the CRM on inbound calls, and additional configuration is required for data to flow beyond the Leads module.
This article explains each of these behaviors so you can plan and configure your CTM field mapping correctly.
When to Use This Article
You are setting up CTM custom field mapping to Leads, Accounts, or Intake Opportunity modules
You want to understand why certain fields (like Lead Source or Non Qualified Reason) cannot be mapped directly from CTM
You are unsure why CTM field data is not appearing on CRM records after a call
You need CTM field data to pass through to Accounts and Intake Opportunities, not just Leads
Limitation 1: Picklist Fields Cannot Always Be Mapped Directly from CTM
Some CRM fields are picklist fields that are already tied to existing workflows, automations, or integrations — for example, Lead Source and Non Qualified Reason. Mapping CTM directly to these fields risks breaking those existing processes.
In these cases, new separate text fields must be created to receive the CTM data instead. These fields capture the same information without interfering with how the original picklist fields are used elsewhere in the CRM.
For example, instead of mapping CTM directly to Lead Source and Non Qualified Reason, two new text fields would be created:
CTM Lead Source
CTM Non Qualified Reason
These new fields are then mapped to the corresponding CTM custom fields and placed in the appropriate section of the Lead record (e.g., Lead Details).
💡 Tip: If you are unsure whether a field is tied to existing workflows, contact Dazos Support before attempting to map it directly from CTM.
Limitation 2: CTM Field Data Only Passes to the CRM on Inbound Calls
CTM sends data to Dazos CRM via an update webhook that fires when the call ends. This means:
CTM custom field data is only captured on inbound calls — outbound calls do not trigger the update webhook.
All fields must be populated during the call, before hanging up. Any fields left blank when the call ends will not be sent in the payload.
If a field is filled out after the call has ended, the data will not be passed to the CRM for that call.
⚠️ Important: Make sure your team knows to complete all relevant CTM fields during the call and before disconnecting. Data entered after hanging up will not sync to Dazos CRM.
Limitation 3: Mapping to Leads Alone Is Not Sufficient for Accounts or Intake Opportunities
By default, CTM field mapping is configured at the Leads module level. However, if you want the same field data to appear in the Account and Intake Opportunity modules, additional setup is required:
Create corresponding fields in the Account and Intake Opportunity modules that match the fields created in Leads.
Update the Lead Conversion Data Mapping (Settings → Data Mapping → Lead Conversion Data Mapping) to link the Lead fields to the matching fields in the other modules.
Configure CTM mapping to Accounts separately — mapping only to Leads is not sufficient. A dedicated CTM-to-Accounts field mapping must also be set up in the VOIP Settings screen for data to flow to Account records on inbound calls.
💡 Tip: Refer to the related articles below for step-by-step instructions on configuring Account field mapping in CTM and setting up Lead Conversion Data Mapping.
Summary: CTM Custom Field Mapping Rules at a Glance
Scenario | What to Do |
Mapping to a picklist field already used in workflows/integrations | Create a new text field (e.g., CTM Lead Source) and map CTM to that instead |
CTM field data not appearing on Lead record | Confirm the call was inbound and all fields were filled out before hanging up |
CTM field data needs to appear in Accounts | Create matching fields in Accounts and configure CTM-to-Accounts mapping separately in VOIP Settings |
CTM field data needs to appear in Intake Opportunities | Create matching fields in Intake Opportunities and update Lead Conversion Data Mapping |
Tips & Notes
✅ Best Practice: Before configuring CTM field mapping, audit which CRM fields are tied to existing workflows or integrations. Use new text fields for any CTM-sourced data that would otherwise conflict.
⚠️ Warning: Do not attempt to map CTM directly to picklist fields used in other automations. This can break existing processes and lead to data inconsistencies.
💡 Tip: When testing CTM field mapping, make a live inbound test call and populate all relevant CTM fields before ending the call. After hanging up, check the Lead record in Dazos CRM to verify the data was received correctly.