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 (7)

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In order to track call data from an eDM you need to add additional code to the referral URL link placed in the eDM.

The additional code is ?utm_plasource=edm

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

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

Additionally, if you also want to name the banner, then you need to add additional information, such as

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

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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.

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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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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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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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Call Tracking - Configuration (28)

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Step 1
To change the whisper message, click on the settings tab and select Change Whisper Message.

Step 2
Select whether the whisper message is for all accounts or a specific account. Click on Choose File to select the appropriate audio file and click upload wave file.

whisper_message

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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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Step 1
From the Campaign Directory, select the CID (campaign or company) that you’d like to change the email address for missed calls.

time_of_day_one

Step 2
Change the email address where you want notifications to be sent and click submit updates. If you don’t want the missed call email sent to any email account, enter a dummy address such as test@test.com.

email_address

13001

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If you have a number that needs to be reused for another client or purpose you can do so without contacting Delacon, however, as the assigned CID number will be the same, all history and call records for the previous client will still be linked to the number. Additionally, if you are having trouble in getting your previous client to remove the Delacon tracking code from their website, you may find that calls to the number are not for the new client.

A better option is to contact Delacon to request a refresh of the CID. This will separate the data from the old and new clients and prevent incorrect calls being received. The details required for this process are:

Existing client name:

Existing CID:

Phone number:

Please send the request to orders@delaconcorp.com, you will shortly receive confirmation of the new CID number.

Please note that under our terms and conditions, an attempt still needs to be made to have the JavaScript tracking code removed from any site that is no longer using Delacon’s call tracking solution.

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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 (7)

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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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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.

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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.

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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

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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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Call Tracking - Troubleshooting (3)

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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.

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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.

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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.

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VoIP (2)

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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.

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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.

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