ICTCRM Support
Step-by-step guides, videos and screenshots, and a real person on the other end of a ticket when you need one.
ICTCRM is the CRM side of ICTContact. Your leads, contacts and deals sit right next to the calls, texts and emails that move them along. Because it runs on ICTContact, the screenshots and videos show the ICTContact name. The menus are the same.
Start here
Quick Start Guide
New account? This is the shortest path from your first login to a campaign that dials.
Videos
Short walkthroughs of the CRM, campaigns, the IVR and the AI Voice Agent, if you'd rather watch.
Screenshots
Every main screen, so you can check you're in the right place before you start clicking.
Frequently asked questions
The questions people ask before buying, and a few that come up in the first week.
The full guide as a PDF
Every screen in one file, handy for offline reading. It's written for ICTContact.
Open a ticket
For anything the guides don't cover. Tickets are answered by the engineers who build the software.
User guides
One guide per part of the product. Each matches what you see after you log in, and most open with a short video.
The CRM
Your customer records, and how calls keep them up to date.
Contacts and Contact Groups
Import a CSV, clean out duplicates and DNC numbers, and read the timeline.
Lead Management
Lead groups, the lead score, and turning a lead into a contact or a deal.
Sales CRM: Deals, Quotes and Invoices
The pipeline board, the deal calendar, products, quotes, invoices and analytics.
Disposition Management
Call outcomes that convert leads, book callbacks and change the score.
CRM Integrations
Pull contacts from Salesforce, Zoho or Pipedrive and push call results back.
Reports Guide
Call records, recordings, disposition counts and agent statistics.
Calling and campaigns
Getting calls out to your lists, and inbound calls to the right place.
Campaign Types and Modes
Which campaign card to pick and how each dialing mode works.
Message Designer
Voice messages built from recordings, text to speech and spoken fields.
IVR Designer
Menus, time checks, transfers and voicemail on a drag-and-drop canvas.
How to Set Up an IVR Menu
A working "press 1 for sales" menu, step by step.
FAX Documents
Upload a document once and send it from any fax campaign.
AI Voice Agent
An AI persona that talks with callers and hands them to a person.
Running the floor
Watching agents live and knowing what each number means.
Dashboard Guide
What each dashboard card means and what it leaves out.
Supervisor Panel
Live agents and calls, with listen, barge and force logout.
For service providers
Running ICTCRM for your own clients, and billing them.
Multi-Tenant and Reseller Setup
Separate client accounts with their own users, credit and limits.
Billing, Routes and Rate Plans
Carriers, per-minute rates and payments.
ICTCRM pricing
What each cloud plan and self-hosted licence includes, and the call rates.
What to tell us when you open a ticket
It isn't paperwork. Each item below is something we'd otherwise have to ask you for, and every question costs a round trip and half a day.
- What you did, what you expected, and what happened instead.
- Whether it affects one user, one campaign or everybody.
- Roughly when it started, and whether anything changed on the server around then.
- The exact error, copied rather than described. A screenshot's fine too.
- Your ICTCRM version, and the operating system and PHP version underneath it.
The three problems we see most
Calls don't connect. Nine times out of ten the SIP trunk has stopped registering, and the CRM is fine. Check the trunk state first. It tells us whether to look at ICTCRM or at your carrier.
The dialer runs but nothing dials. A campaign can sit marked active with no daemon behind it. If the campaign looks busy and the channels are empty, tell us. That detail alone usually points to the fault.
Everything's slow this week. It's almost always the disk or the database, not the application. Tell us how full the disk is if you can get to a shell.
Or we watch it, and you never open the ticket
All three of those problems announce themselves before anyone notices. A trunk stops registering. A campaign loses its daemon. A disk creeps past 80 percent for a fortnight before it fills.
On a yearly support plan, your server is connected to our monitoring platform. It checks the server from outside and runs a small agent on the node itself. When something critical breaks, it opens a ticket on your account, so you hear about it from us rather than from your own staff. Anything less urgent stays on a dashboard our engineers read, and turns up in a health report on the first of each month.
It isn't limited to ICTCRM, or even to our software. Here's what it checks, and what it won't bother you with, with screenshots from a live installation.
ICTCRM runs on ICTContact, the contact center platform from the same team, so its guides and videos apply here too. If you need office phones as well, ICTPBX is our PBX. The same engineers support all of them, on the same help desk.