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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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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If you have rolling numbers you will not be able to update some of the features in the portal, such as your business identification number, your termination number, your 1300 number, and your call tracking method.

If you require any of these to be updated, you can contact us and we can update this for you.

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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 advise to not use 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.

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

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Call Tracking - Configuration (41)

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To change the whisper message please follow the steps.

Step 1
Once logged in, go to Settings -> Change whisper.

whisper

Step 2
Upload your recorded whisper message using the following instructions: http://vxml.delacon.com.au/phpBB2/viewtopic.php?t=127

NB.
The wave file you upload must conform to certain restrictions.
To record a .wav file to upload as a voice mail message, see the instructions at http://vxml.delacon.com.au/phpBB2/viewtopic.php?t=127

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From within your Delacon portal, you can simply change the 1300 number and the Business Identifier Number to the client’s own/pre-existing number (e.g. their main number, call centre number, etc.). This works only for non rolling/dynamic numbers. See the screenshot below.

If you’re using rolling/dynamic numbers you would need to contact Delacon to turn off the campaign.

If clients continue to phone this number then you will still get charged, but at least the number will not be shown on your clients’ websites.

pause

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You can set up round robin call routing in the termination field.  You can separate multiple numbers with semi-colons.  If the first number doesn’t answer, the call will then divert to second number and so on.  This does not compromise call tracking.  You can also set up time of day routing if you want the calls to ring to certain numbers at certain times.  This can be accessed by clicking the time of day routing link next to the termination number field.

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To add call tracking to your site, just follow the steps as outlined in the call tracking pdf. This pdf can be found by logging into your account at http://vxml5.delacon.com.au/site/jsp/login.jsp Then, click on the BUSINESS DIRECTORY tab. Then, click on the pencil icon next to a any dealer.

On the edit page that loads, scroll to the bottom of the page and you will see a link as shown below. Simply click to open the pdf, and it will walk you through the steps to integrate call tracking.

help-howtotrackpdf

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The easiest way to accomplish disabling notification emails, is to change the email address in the client details section on the Delacon portal.

You can  do this by first logging into the Delacon portal.

Click on the ‘Business Directory’ tab, and then click the pencil icon of the client you want to edit.

On the edit details page that follows, you can change the email address to a different one or a dummy email address so that the client will no longer receive notification emails.

Alternatively, in the notification emails that get sent out, there is an unsubscribe link at the bottom of the emails. The client can click this unsubscribe link.

However, note that if you, or the client, edit the termination details, it will re-subscribe the client to the emails, and the client will have to click the link again.

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Call Tracking - Reporting (31)

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To view the call length of each call click on Call Report – Version 1 or Version 2, under the Customer Call Reporting tab.

In the reporting table that loads, you will see the duration of each call under the Time(sec) column.

cancel1

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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.

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You can track your calls from any source by typing the name in the landing page url.

You will see the parameter named “utm_source“, which is specified for this usage.

Add the parameter named “utm_source in the the landing page url:

g1

As a result, in the Google Analytics Report, in the second level of  “call count”, has branches which show call counts for each name.
Level 1 – Call Count

g2

Level 2

g3 

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First, login to your account.

Then click on the Customer Call Reporting tab, and click the yellow menu button, and click on Call Report – Version 2.

In the report there are columns for State and Suburb for all landline calls.

If you have integrated your Google Analytics account with your Delacon tracking reports then, because we capture the IP address, you should be able to get your geographical metrics by following the question and answer here.

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You can see all calls in the report for that dealer for all 1300 numbers they have or have had in the past. To do this, simply follow these instructions.

Step 1
Click the Customer Call Reporting tab, and select Call Report – Version 2.

cancel1

Step 2

Select the dealers that you are interested in — previous dealers that have cancelled are prefixed with [CANCELLED]

duplicatenumber

Click generate report (or Generate CSV from the dropdown next to the GO button), and you can see all the call reports for that dealer.

In the report that is generated, you can sort the results by column name by simply clicking on the title of the column.

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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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