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 (36)

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Delacon’s standard payment method is Direct Debit PAYG. Under this method, when your Delacon balance reaches a threshold amount, the account will be topped up by an amount to cover estimated future call charges. The threshold amount and the top up amount are customised to individual customers depending on their estimated call spend. The balance of your account always represents a credit balance, and should you cancel your services with Delacon, this credit balance will be refunded.

Both these figures are reviewed regularly. If there is a need to increase the top up figure or the threshold amount, our account team will notify you by email.

Delacon also offers post-paid invoicing to select clients.

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A small piece of javascript code is added to every page on which you would like to track and have your 1300 number displayed.

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Yes they are. To see the list of all numbers for your call recordings, simply login to your account. Click the large yellow menu button and select CUSTOMER CALL REPORTING tab. Then click the large yellow menu button, and select Call Report Version 2. Then click the title Transferred on the report in the table.

You will then see the numbers in the order that you want, and the call recordings can be found in the last column of this report.

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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.

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Call Tracking - Configuration (41)

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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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There is no default whisper message. You must first create one or have Delacon create one for you. You can do this by logging in to your account and clicking the ‘Settings’ tab and then ‘Change Whisper Message’. You can upload a whisper message for one specific dealer or a master whisper message that will apply to all dealers. There are specific requirements for the wav file that you record and upload. That is covered here.

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Yes. Your termination number can be changed by you at any time courtesy of our reporting interface. You can also change the time of day routing so that different numbers appear at different times. These options appear within the same interface.

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The call tracking javascript should be added at the top of your page — ideally in your header.  You should not put the javascript file in an external .js file.

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Yes. You can use the utm_term instead. To develop a proper URL, you can also use Google URL Builder.

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Call Tracking - Reporting (33)

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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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An offline call report includes every call made to your tracking numbers – so it will include calls that cannot be attributed to a web browsing session. The data is sent to your analytics account once each night and includes information such as total call duration and whether the call was answered or not answered. Delacon recommends that an offline call report is sent to a separate analytics profile.

A live call report receives call tracking data within approximately 10 minutes of the call. For a call to be counted as a live conversion the caller would need to call the tracking number within five minutes of interaction with the webpage and will need to have their browser open on the site. This report will not include calls where the customer has left their browser open on the page and called later, called twice within a short period of time or has called the number after noting the number in their phone. Delacon recommends that live call reports are sent to the principle Analytics profile that is also used for standard website analytics.

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Yes. When you are in the online portal, select the Custom Call Reporting tab. Then click the Menu button, and select Billing Report.

billing

On the right-hand side of the Billing Report screen, is a table that will allow you to view the monthly bill for each client.

help-billing-rhs

Click on the View  Billing link listed next to each client. Please wait a few moments for the  screen to load.

help-billing-rhs2

Once  loaded, you can view the month of your choice by selecting the calendar icon at  the top left, choosing the month you require, and pressing the Go button.

help-billing-rhs3

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First, make sure that you have integrated your call tracking data from Delacon with Google Analytics. This tutorial will show you how to accomplish this: Google Analytics and Adwords Integration Tutorial. There is also a further reference here.

Once you have successfully integrated your call tracking data with Google Analytics, log in to your Google Analytics account.

Click on the CUSTOMIZATION tab at the top of the page.

Click on CREATE A CUSTOM REPORT from the links on the left hand side.

Then, follow the images below:

Step 1
Edit the fields as you see below.

gmapping1

Step 2
Edit the fields as you see below.

gmapping2

Click Save, and then and then under the Customization tab you will see:

gmapping3

You will now see the Google map with your calls overlayed as pageviews.

gmapping4

You can drill down deeper by clicking on an area of the map where you have pageviews, or by clicking the links as indicated below

gmapping5

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To add comments to your detailed call log, click on the reporting tab and navigate to the Detailed Call Log.

Step 1

Select the date range of the desired calls.

Step 2

Scroll to the far right hand side of the table until you see the comments column.

Step 3

Click on add comment.

Step 4

Add the comment and click save to finalise.

 

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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 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 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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