Why This Happens
When a CTM call has no tracking number and no caller phone number is captured, CTM classifies the call as Anonymous. Because there is no phone number to identify the caller, CTM automatically associates the call with an existing record on its own side before sending the call data (the payload) to Dazos.
As a result, the Dazos CTM integration maps the call to whichever contact CTM had already linked it to — even if that contact appears unrelated to the call.
What You'll See in Dazos
The call appears on a contact record that may not match the expected caller.
The caller name displays as Anonymous.
The caller phone number field is blank — no number is shown.
This is not a Dazos error. The missing phone number and the unexpected contact assignment both originate from the CTM payload before it reaches Dazos.
Root Cause Summary
Condition in CTM | Result in Dazos |
Tracking number not populated or captured | No caller phone number on the call record |
No caller phone number available | Call is marked as Anonymous in CTM |
CTM auto-associates the call with an existing record | Call is mapped to that contact in Dazos, regardless of who called |
Tips & Notes
⚠️ This behavior is controlled by CTM, not Dazos. Because the call association happens within CTM before the data is sent to Dazos, there is no setting in Dazos that prevents this from occurring.
💡 To avoid this in the future, ensure that CTM tracking numbers are properly configured and captured for all calls. Calls without a tracking number will continue to arrive as Anonymous and may be assigned to unrelated contact records.
Related Resources
Understanding CTM Webhook Triggers: Immediate Lead Creation vs Call-End Updates (CRM)
How to Map CTM Fields to Accounts and Update Records on Inbound Calls (CRM)
CTM Integration Call Logging: Inbound and Outbound Calls (CRM)