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 (35)

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You will need to put the Delacon code in all pages and then the number will show up in place of the javascript code.

If you don’t have the code on your website, then Delacon will still track the number of calls, the duration, etc. that come to your website, but you wont be able to find out the referrers or the keywords used.

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The call tracking number appears once the JavaScript is loaded in the page. Our current JavaScript is placed in the header of your page, so it will load first and your current contact number will switch to the call tracking number very quickly. You may see the number switch quickly as the page loads, but this is normal and does not compromise any call tracking accuracy.

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To add call tracking to your site, insert a small bit of javascript code to every page on your site that you want to track.
You will need to do just two steps.

Step 1
Insert the code below just after the closing head tag in your html.

IMPORTANT:
Make sure you edit this by changing your c_id number (client id number) to your client id. This is highlighted in blue below.
Also, change the 1300 number to your 1300 number. This is highlighted in red below.

TRACKING CODE: Make certain you edit it first as outlined above

<!–delacon start–><script type=”text/javascript”>var cookieval = “”; if (document.cookie.length > 0) { var search = “delaconphonenum=”; var offset = document.cookie.indexOf(search); if (offset != -1) { offset += search.length; end = document.cookie.indexOf(“;”, offset); if (end == -1) { end = document.cookie.length; } cookieval = unescape(document.cookie.substring(offset, end)); } } if (cookieval.length > 0) { var numDivVar = document.getElementById(“numdiv”); if (numDivVar) { numDivVar.innerHTML = cookieval; } } else { var refStr = escape(document.referrer); document.write(unescape(“%3Cscript src=’http://vxml4.delacon.com.au/sited/ref/phonenum.jsp?c_id=123&ref=” + refStr + “‘ type=’text/javascript’%3E%3C/script%3E”)); } function execDelaconJS() { var numDivVar = document.getElementById(“numdiv”); if (numDivVar) { location.href = “tel:” + numDivVar.innerHTML; } else { location.href = “tel:1300123456“; } } </script><!–delacon end–>

Step 2
On the button or link that the user clicks on to call the number, you add this link:

IMAGE LINK
<a href=”javascript:return false;” onclick=”javascript:execDelaconJS();” alt=”Call Now”><img alt=”Call Now” src=”PATH TO YOUR IMAGE” /></a>
TEXT LINK
<a href=”javascript:return false;” onclick=”javascript:execDelaconJS();” alt=”Call Now”>CLICK TO CALL NOW</a>

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It is probably not a good idea to make your main current number one of your rolling numbers. If you use your current number on business cards or anywhere else offline, it may cause inaccuracies in the call reporting. People presumably would call your current number from received business cards in the past, or from your number saved in their contact information.

You can still track this number on its own, however, by allowing Delacon to provide call tracking services specifically for this number.

It might be worthwhile to check our rolling number calculator which will tell you how many rolling numbers you would need give you the most accurate tracking.

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Call Tracking - Configuration (41)

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For google paid, all you need to do is click the button “Track Google Paid” and in the “Business ID” field you must put in the clients real termination number.

The termination number you put in the Business ID field will be displayed on your website for users not coming from a Google Paid source. So, for instance, users coming directly to your site, or if they click on an organic link in Google, will see this Business ID termination number. For users who click on a paid Google ad, they will see the 1300 number listed in the “One Three Hundred Number” field.

track_googlepaid

However for tracking yahoo, bing and google paid, you need to click the button in edit details “Track Google Paid, Yahoo Paid, Bing Paid” .

And on your search URL’s, you must also do the following:
?campaignsource=yahoo_bing

So, for example, in yahoo, your Yahoo Text ads may currently be tagged likes this:
?utm_source=yahoo&utm_medium=cpc&utm_campaign=drjakelimsydney

You then just add the ?campaignsource=yahoo_bing onto the existing URL string like this:
?utm_source=yahoo&utm_medium=cpc&utm_campaign=mycampaignname&campaignsource=yahoo_bing

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A live conversion (online) event is an event that occurs when the user keeps their web browser open and makes a phone call.  We then send a Google Analytics event to Google from the users web browser as the phone call happens. Note that it normally takes up to 10 minutes to see these events in Google. These events can be imported into Adwords.

A non-live (offline) conversion includes both online and offline call tracking data.  The data also includes calls that may happen when the user calls after the web session.

To push your call tracking data to Google Analytics for either online or offline conversions follow these steps first:

Step 1
Log into the Delacon portal

timeofday2

Step 2
Click on the Customer Call Reporting tab and click the yellow MENU button

Step 3
Select Add Google Analytics

google1

Step 4
Select the profile ID that you want to add

help-trackprofile

Step 5
Enter your Google Profile ID.  You can find this by logging into your Google Analytics account and clicking on the Admin tab.  Your profile ID is on the top bar and starts with UA-.  You will need to include the full profile ID in the input field (example: UA-XXXXXX).

help-trackprofile2

Step 6
Select whether you want to track BOTH live (online) and offline tracking data or one or the other from the drop-down menu. 

Note that if you use the same Google Profile ID and send the tracking data to Google for BOTH online and offline conversions, the data will be aggregated together.  You can avoid this by creating a separate Google Profile ID for each type of conversion

help-trackprofile3

Step 7
Click INSERT when done.

Step 8
If you made any errors, you can delete your entry by clicking the X button.

NON-LIVE (offline) CONVERSIONS
You will now need to set up your account in Google Analytics to receive the call tracking data that Delacon has pushed there.  You can follow the steps as indicated in this pdf:
Google Analytics and AdWords Integration Tutorial. There is also a further reference here.
Note that your data is pushed to Google once per day at midnight, so you will need to check the following day to see your data in Google Analytics.

LIVE (online) CONVERSIONS
You will also need to set up your Google Analytics account for live conversions.  This pdf here explains how to do this.
Google Analytics and AdWords Integration Tutorial.

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Step 113001

Log into the system, and then click the pencil icon next to the dealer for which you want to change them email address.

13001

Step 213001

Change the email address where you want notifications to be sent. Don’t forget to hit Submit when done.

change_email13001

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To get this functionally you will need to use the Delacon tracking code for mobile websites rather than the standard tracking code. This code provides a clickable link. This will work for any phone number so long as it is not a text number (e.g. 1300 CALL US).

To get the mobile code, please log into your account at http://vxml5.delacon.com.au/site/jsp/login.jsp and click on the pencil icon next to the business name. Scroll down to “Call Tracking Code“, expand the option for what you are currently tracking (e.g. Track All References) and select the mobile tracking code.

You might prefer to style the link using CSS so that the link will not change colour or add an underline to the displayed phone number.

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Here is the guide to download your call reporting in xml format.

However, you will need to manually revise the ‘fromdate’ and ‘todate’ parameters highlighted in yellow, as well as your username and your password.

http://vxml5.delacon.com.au/site/report/report.jsp?userid=test&password=test&datefrom=2012-01-01&dateto=2012-01-31

The fromdate is the start date of the data to be downloaded. The todate is the end date of data to be downloaded.

The format is ‘dd/mm/yyyy’.

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Call Tracking - Reporting (31)

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Delacon sends out email notifications to you that indicate the status of the call. For example, the email notification may tell you that the call was answered and at what time, or that the call was missed and with the phone number. This way, you can keep up to date on all calls that come in to your business.

If you choose not to receive these, you can click the unsubscribe link in the bottom of the email. This will unsubscribe you from future emails.

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In order to track call data from banner advertisements you need to add additional code landing page URL.

The additional code is ?utm_plasource=banner

Therefore for example if the landing page URL is www.mylandingpage.com/business/abn.html

Then the URL will be www.mylandingpage.com/business/abn.html?utm_plasource=banner

Additionally, if you also want to name the banner, then you need to add further code, such as

www.mylandingpage.com/business/abn.html?utm_plasource=bannername

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To make certain that you are seeing the keywords that the user typed in to get to your site from a paid ad in Google, you can ad the following querystring to your to your paid ad link: 

?q={keyword}

For example:

Step 1

Find the ad in your Google AdWords account. Then hover over it to edit it by clicking on the pencil icon.

paid-ad1

Step 2: Select the link and alter it by appending the querystring to it: ?q={keyword}

paid-ad2

Google will now pull out the keywords that triggered the ad.

Alternatively, you can also integrate your call tracking data directly into your Google AdWords campaigns. By integrating the data directly into Google, the referrer keyword data will be reported. This document explains how to do this: Google Analytics and AdWords Integration Tutorial.

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In order to track call data from emails or eDMs you need to add additional code landing page URL.

The additional code is ?utm_plasource=email

Therefore for example if the landing page URL is www.mylandingpage.com/business/abn.html

Then the URL will be www.mylandingpage.com/business/abn.html?utm_plasource=email

Additionally, if you also want to name the email, then you need to add further code, such as

www.mylandingpage.com/business/abn.html?utm_plasource=emailname

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The Referrer Websites & Keywords report will display all clicks to your site — organic or paid. It’s not tracking your phone calls, it’s only tracking all click throughs to your site. It’s similar to what Google Analytics provides. If you want to see your phone call tracking from your paid ads, then you click on the large yellow menu button, and select Call Report -Version 2.

Keep in mind, that because you have set-up to track just Google paid, the Delacon tracking phone number will only show up when there is a Google paid click through. In other cases, it will not show up and Delacon does not tracking these calls.

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Call Tracking - Troubleshooting (8)

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At Delacon, it’s our objective to ensure that our clients Call Tracking integration is working accurately.

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The user may not call the number they see on your website and call straight away. And if the user notes down the number from the screen, closes the web browser and calls back later, then it will be an offline conversion, not a live conversion.

If you are immediately matching the numbers of analytics conversions for your_webpage.html against the conversions in AdWords, then it may not match Google Analytics due to the fact that it was not a live conversion.

You will then see this data in the Delacon offline Google Analytics reporting.

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Your site may require rolling numbers.

You will require enough rolling numbers on your website so as to to optimally track your callers. To calculate how many rolling numbers your website requires, use Delacon’s Rolling Number Calculator.

Once you work out how many rolling numbers you require, please email sales@delacon.com.au or call 1300 990 999 to order rolling numbers and please outline for which c_id you want those rolling numbers applied. If you are not sure how many rolling numbers you may need on your site, Delacon is happy to assist you in analysing the optimal number of rolling numbers you require.

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If you add a “return false” after the execDelaconJS script it will prohibit the default click action.

For example, add the following highlighted in yellow below.

<a href=”” onClick=”javascript:execDelaconJS(XXXX, ’1300111111′);return false;”><span id=”numdiv_XXXX_0″ style=””>’1300111111′</span></a>

(The XXXX should be replaced with your Customer ID, and the 1300111111 number would be replaced with your custom number. )

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Make sure that the comment tags <!– DELACON START –> and <!– DELACON END –> are on separate lines. If they are on the same line as your javascript, they may act to comment out your javascript code.

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Click to Call (7)

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It will take between five and seven business days to port toll free numbers. Landlines may take a bit longer.

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No. We don’t lock you into a contract. We’re confident about our products and we’re sure you’ll find them so powerful and useful that you’ll want to just keep using them, so we don’t require you to sign up for a lengthy contract period. We only require 30 days notice of cancellation.

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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 easily transfer/port that number to Delacon.

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We provide toll free and DDI landline numbers in any location.

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Select “edit your dealer” and then click on the pencil button where you can configure the time of day routing.

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IVR (8)

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It will take between five and seven business days to port toll free numbers. Landlines may take a bit longer.

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No. We don’t lock you into a contract. We’re confident about our products and we’re sure you’ll find them so powerful and useful that you’ll want to just keep using them, so we don’t require you to sign up for a lengthy contract period. We only require 30 days notice of cancellation.

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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 easily transfer/port that number to Delacon.

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We provide toll free and DDI landline numbers in any location.

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VoIP (3)

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No. We don’t lock you into a contract. We’re confident about our products and we’re sure you’ll find them so powerful and useful that you’ll want to just keep using them, so we don’t require you to sign up for a lengthy contract period. We only require 30 days notice of cancellation.

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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.

 

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