If you have a question regarding the use of Delacon’s Call Tracking solution, Click to Call, IVR or VoIP, search the FAQs below. If you can’t find the answer to your question, submit a ticket with our support team, who will respond shortly.


Call Tracking (5)

View category →

No. You don’t need to change your existing phone number and you don’t need to make any changes to your phone system. All incoming calls are instantly and seamlessly diverted to your current phone number (landline or mobile). And because Delacon’s system is a fully hosted cloud based solution, you don’t need to install any software or make any hardware changes.

Please click here if this helped you.
0 people found this helpful.

0 Comments - Leave a Comment

Delacon doesn’t supply special call tracking numbers. In Australia you can purchase these directly from the Federal Government’s Smart Numbers website. If you purchase a special number it’s easy to transfer/port that number to Delacon.

Please click here if this helped you.
5 people found this helpful.

0 Comments - Leave a Comment

The easy answer is no because the search engine robots don’t “see” the tracking numbers because they are contained in javascript.

In addition, when searching for a specific company in Google, the robots use what’s called a citation of the company’s name, address and phone number. This is also unaffected because the business phone number is hard coded in the span tag of the site’s HTML, which is crawled by the robots.

Please click here if this helped you.
0 people found this helpful.

0 Comments - Leave a Comment

Only by signing Delacon’s Services Charter and having an account assigned, Delacon has redundancy systems in place to offer 99.99% services up time.

In the unlikely event that Delacon’s web server that generates the call tracking number fails, the default number entered into your account on Delacon’s web interface will appear on your website as long as you have configured the javascript correctly.

In the unlikely event that our voice server fails, then we advise that you change the number in our web interface to your non-Delacon termination number.

For more information, review Delacon’s services charter.

 

Please click here if this helped you.
0 people found this helpful.

0 Comments - Leave a Comment

Delacon understands that our clients prefer clean call tracking numbers.

For all new numbers allocated to Delacon by INMS, we perform online searches to ensure that the numbers are not ranked in search engines. This minimises the chance that the numbers are in use.

For numbers that have been used by previous Delacon clients, we quarantine the numbers for six months. If within the six month period a number receives more than 3 calls, Delacon will quarantine the number until such time as it receives less than 3 calls for a 6 month period.

Please be aware that to prevent cross contamination, Delacon does its best to ensure that the same numbers are not reissued to the same client – unless specifically requested.

While we do our best to keep numbers clean, please be aware that we can’t offer a 100% guarantee.

Additional factors may include:

  • Customers may have saved the number
  • Existing marketing material may still be in circulation

Please click here if this helped you.
0 people found this helpful.

0 Comments - Leave a Comment

Call Tracking - Configuration (25)

View category →

The number you see is used internally for routing the calls from your 1300 number. The actual call flow is:

YOUR 1300 NUMBER -> INTERNAL NUMBER TO ROUTE THE CALL -> YOUR TERMINATION NUMBER

All your 1300 numbers will have Delacon 02 numbers associated with them.

Please click here if this helped you.
3 people found this helpful.

0 Comments - Leave a Comment

It will generally take between five and seven business days to port toll free numbers, but can take up to 20 business days. Landline numbers may take a bit longer.

Please click here if this helped you.
4 people found this helpful.

0 Comments - Leave a Comment

We advise against using shared numbers across sites. Even if there was a pool of numbers used by multiple sites, that is not the ideal set up. The best practice is for each site to be treated separately and given its own separate number/s. One number may be enough on each site and you accept the risk that there might be occasions where the visitor here and there isn’t accurately tracked. Or you can reduce that by using rolling numbers on each site.

Please click here if this helped you.
0 people found this helpful.

0 Comments - Leave a Comment

Step 1
From the Campaign Directory, select the CID (campaign or company) that you’d like to configure the time of day routing.

time_of_day_one

Step 2
Click on the pencil icon next to configure time of day routing.

time_of_day_two

Step 3
Click “New” and configure as required.

time_of_day_three

Step 4
You can add multiple routings for the same day. Repeat step 3 for each routing required.

Please click here if this helped you.
4 people found this helpful.

0 Comments - Leave a Comment

First, login to your account. Then click on the Business Directory tab, and click the pencil icon next to the business you want to edit.

On the edit page, scroll to Termination Number and enter the Termination Number you want your calls to divert to. You can enter multiple termination numbers separated by a semi-colon. This has the effect of the call being routed to the next number in the sequence if the previous number did not pick up.

You will not lose any call tracking information if you have entered multiple numbers this way.

Note that if you have rolling numbers on your account, you will need to contact us to change the termination number for you.

Please click here if this helped you.
3 people found this helpful.

0 Comments - Leave a Comment

Call Tracking - Reporting (7)

View category →

As soon as the call finishes. Delacon’s reporting is a state-of-the-art real-time system and so call data is available instantly.

Please click here if this helped you.
4 people found this helpful.

0 Comments - Leave a Comment

If you are on a pay account, please go to: Customer Call Report -> Menu -> Billing Report.

billing

If you have multiple clients, we bill you and you may bill your client as you see fit.

Remember this is a pre-paid service so we’ll automatically add funds as your balance falls low. All you’ll need to be concerned about is the monthly fee we charge YOU, your client’s number (and any other numbers you buy) and the call charges we charge YOU (for your number, and your clients’ numbers). You can then charge your clients whatever you want.

And if you’ve given your clients their log in to the portal, they will be able to see all the call reports but NOT the call charges.

From billing. choose break down of total monthly call charges.
You can then copy this into a spreadsheet and see your clients 1300 number bills and yours.

Please click here if this helped you.
4 people found this helpful.

0 Comments - Leave a Comment

Step 1
To generate a csv file of your calls, click on the reporting tab and select detailed call log.

Step 2
Select the date range and the campaigns or companies for the report.

Step 3
Click on the down arrow next to Generate Report and select Generate CSV. Click on Go. The csv file will automatically download to your computer.

csv

Please click here if this helped you.
4 people found this helpful.

0 Comments - Leave a Comment

Extra tracking can show you all the pages that your website user visited within his session. You can set options to just show the last page the user browsed to on the site when his session ended. You can also set options to show from which page the call is made.

More details and exactly how to implement this are laid out below:

The new tracking feature adds extra tracking which can track the user history along the web site as well as the entry landing page and referral information.  There are three options that can be set. These are described below:

Two parameters are required: extTrkStr (mandatory) and extTrkAction (optional).
They should be placed in the beginning of Delacon’s tracking code on every page of your site where you have added the tracking code.

If the extTrkStr is not defined or an empty string like this:
extTrkStr=””;
then the extra tracking feature will not have an effect.

If only this parameter is defined, then the string will be added to the extra tracking information of that session.  However, if the page is visited again, the string will not appear twice.

If extTrkAction is defined as “a” like this:
extTrkAction=”a”;
then the extTrkSTr will be appended to the extra tracking information even though it is there before.

If extTrkAction is defined as “u” like this:
extTrkAction=”u”;
then the extTrkSTr will be used to replace the previous information.  So in other words, it will keep track of the last page tracking string the user visits.

If extTrkAction is defined as “c” like this:
extTrkAction=”c”;
then this is similar to the option “u” except the update will not occur when the entry is matched by a call.  In this way, the extra tracking information is on the page when the call is made.

Please click here if this helped you.
5 people found this helpful.

0 Comments - Leave a Comment

Google recently announced a significant change designed to enhance security on their search platform.

As of Wednesday April 9, Google removed the keyword query from the referer information. The referer is a URL that identifies where a user who visits a web page came from and can include such information as the exact keywords a user put into a search engine.

Marketing teams regularly use this data to optimise online campaigns and identify additional keywords.

In most cases, Delacon’s call tracking solution uses this query in the referer to obtain keyword data.

 

How does Google’s change affect Delacon’s call tracking solution?

Many of our clients appreciate analysing the keyword data captured in both Google Analytics and our Call Report accessed through our portal.

Even after Google’s change, our clients will still be able to see the keywords that were used by customers in Google Analytics.

However to analyse the keywords in Delacon’s Call Report, you will need to make some minor changes to your ads in AdWords.

 

 

What do I need to do?

If you’re happy to analyse the keywords in Google Analytics – then you don’t need to do anything at the moment – except there is a different place in Google Analytics to view your paid search keywords.

But if you want to also see the keywords in Delacon’s Call Report you will need to add what’s known as a ValueTrack parameter to the destination URLs in AdWords.

This is far easier than it sounds.

Google’s ValueTrack is a tagging feature that can be used to provide useful data about each click on paid ads. It is generally used to, “fine-tune your campaigns and settings for better performance.”

By adding a special tag to your ad’s destination URL in Adwords, the ValueTrack will record certain details about the performance of the ad when a customer clicks on the ad and visits your website.

Apart from the keywords that prompted the ad to appear, other information includes where your visitor clicked your ad and the specific ad that was shown.

Before you add the ValueTrack, you must make sure that autotagging is enabled.

 

Where do I go to add the ValueTrack?

Step 1

Log into your Google Adwords account.


step2

Step 2

Go to campaigns and click on ads.


step3

Step 3

You’ll need to add a ValueTrack parameter to the URL of each ad. Click on the edit icon of the first ad.

 


step4

Step 4

Scroll across to the end of the URL and paste ?keyword_k={keyword}

Your new URL will look similar to http://www.example.com/?keyword_k={keyword}


step5

Step 5

Click save


 

Step 6

Repeat steps 3 and 4 until all your ads have a ValueTrack parameter.


 

Where do I now go to see the paid search keywords in Google Analytics?

Step 1

Log into your Google Analytics account.


analyticsstep2

Step 2

Click on Acquisition and then click on AdWords.


analyticsstep3

Step 3

Click on Matched Search Queries.


analyticsstep4

Step 4

To match the keyword against the Delacon conversions, click on the conversions dropdown and select “Delacon Conversion URL” goal.


analyticsstep8Step 5

Here is both the matched key word and the actual search string the user typed against the delacon call conversion.


And finally… Where do I view the conversion in AdWords?

adwords_conversion

Step 1

In Google Adwords, go to Tools and click on Conversions.


Please click here if this helped you.
7 people found this helpful.

0 Comments - Leave a Comment

Call Tracking - Troubleshooting (3)

View category →

Sometimes a user calling your website may not dial your call tracking number straight away. They may, for example, take note of your number and call it later. If users do not call in the time allotted for their session (approximately 5 minutes), then their tracking data (keywords, phone number, referral, etc.) will not be associated with their call.

In this case, you would not see the tracking data appear in your reports.

Please click here if this helped you.
4 people found this helpful.

0 Comments - Leave a Comment

Your javascript call tracking code is not implemented properly or not at all. Check your website to make sure that your call tracking script is embedded correctly. Instructions can be found by referring to the standard Delacon implementation guide that you were given during the on-boarding process.

Please click here if this helped you.
4 people found this helpful.

0 Comments - Leave a Comment

If you have previously set up time of day routing, this configuration will supersede the termination number that is set under the main Edit Business Details screen.

Please read this FAQ for information on configuring time of day routing, if the old termination number is listed it can be updated.

Please email support@delaconcorp.com if this does not resolve your issue.

Please click here if this helped you.
0 people found this helpful.

0 Comments - Leave a Comment

VoIP (2)

View category →

For your security, VoIP services can only be accessed from Internet Protocol (IP) addresses that have been provided to Delacon. This prevents use of your service by unauthorized third parties.

If you are using a different internet provider, please visit www.whatismyip.com to obtain your new IP address. You can send this information to support@delaconcorp.com and we will add this to our whitelist.

Please note that if your new ISP does not provide a static IP address you may find access is again lost when the IP address dynamically changes.

Please click here if this helped you.
0 people found this helpful.

0 Comments - Leave a Comment

As VoIP services can be provided over multiple locations, we do not pre-set an area code so to avoid outgoing calls being placed to incorrect numbers. However, if required, this can be pre-set at your request so all outgoing calls default to one area only (other areas can still be dialed by entering the relevant area code before the number).

Please email your request to support@delaconcorp.com, noting the relevant area code.

Please click here if this helped you.
0 people found this helpful.

0 Comments - Leave a Comment