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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No. Delacon can port any number to the system. However with dynamic numbers you may need to purchase additional call tracking numbers.

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Fill out the following paragraph and send it back to us. We can then set up additional numbers under your account.

[Customer name] hereby requests Delacon Pty Ltd ABN 42074596553 (“Delacon”) to supply to it [quantity] of additional [DID]/[Toll Free] Numbers for use with the Phone Lead Alert product currently utilised by [Customer name]. The additional number/s is/are to terminate to [number/s]. [Customer name] agrees that (a) the charges for the additional number/s specified in this email will be as set out in the Application Form previously signed by [Customer name] and (b) the Terms and Conditions applying to the additional number/s will be as set out in the Application Form previously signed by[Customer name].

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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. SMS text to your tracking number will not successfully be delivered.

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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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Call Tracking - Configuration (41)

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Please view our call tracking integration pdf that will explain in detail how to do this.

There is a detailed pdf that explains how to do it. It can be found by clicking on the pencil icon to edit the details of any business. Then scroll to the bottom of the page to see the link called How to Integrate Call Tracking.

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Step 1

Log into the system, and then click the pencil icon next to the dealer for which you want to configure call tracking.13001 13001

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Step 2:

Scroll to the bottom until you see “Call Tracking Code”. Simply select the type of call tracking you would like. Each option is explained, and you simply click the link “Get Code” under each option and integrate that code into each page of your website that you want the tracking phone number to appear. For instructions on how to integrate the code, there is a pdf link under the Call Tracking Code title: “How to Integrate Call Tracking“. Click this to view the pdf. 13001

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In order to track calls from Facebook, you can change your call tracking method to Track CPC Campaign Medium. To do this, follow the steps below:

Step 1
Log into the Delacon portal

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Step 2
Click on the Business Directory tab.

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Step 3
Select Track CPC Campaign Medium from the drop down menu.

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Please note, that in your URL’s you must have “utm_medium=cpc” (without the quotes). Confirm that it is tracking correctly by testing it.

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Step 1:
After the transfer timeout, the default voicemail message (“The dealer you have called is not available.”) is played.

The default voicemail message can be changed as following:

Click on “Settings” -> “Menu” -> “Change Voice Mail”

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Step 2:
Select the dealer and browse to custom voicemail’s wav file, and the click on “Upload”.

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After uploading, this new message will be played if a call is not answered after the transfer timeout (default 20 seconds).

NB. The wave file you upload must conform to certain restrictions.

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Yes. Each of your call tracking numbers should be wrapped in a specific HTML tag. We supply you with a pdf that that covers all the steps necessary to do this.

The process is very straight-forward, but should you have any difficulty, Delacon can assist you with your website call tracking integration.

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Call Tracking - Reporting (33)

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

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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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This column refers to a live conversion. This means that the user has called the tracking number within their web session. The data has been successfully pushed to your Google Analytics account and thus counted as a conversion. This is illustrated by the “Y” in the column. You can find more information on Live Conversions at Google Analytics and AdWords Integration Tutorial.

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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.

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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.

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

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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.

 

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Login in to your account.

Click on the Customer Call Reporting tab. Then click on the Menu button and select Billing report.

Towards the bottom of the ‘Billing Report’ screen, you will see a list of radio buttons to choose from as well as a drop down menu for the number you wish to view and the date periods you would like to view the report from.

To view a quick monthly summary of your call charges:

  1. Select from drop down menu whether you wish to view “All numbers” or a selected number
  2. Select “Total monthly call…”
  3. Choose your required month and year
  4. Select “html”
  5. Click on View “Report”To view a detailed monthly summary of your call charges
  6. Select from drop down menu whether you wish to view “All” numbers or a selected number
  7. Select “Break down of total…”
  8. Choose your required month and year
  9. Select “csv”
  10. Click on View “Report”
  11. You will be prompted to save the file, which you can open, which will provide a detailed breakdown of your call charges for the particular month you chose.

You can choose both reports (without call recording and with call recording) to get the full billing details and add the amounts together.

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

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Just above the “View Report” button, there is a drop down menu which will list all the numbers.

Select the appropriate number from the drop down menu.
Select the “Total Monthly Call Charge” option, and then the relevant month and click “View Report”. 

This will show you the total call charges for that month for the selected number.

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Call Tracking - Troubleshooting (8)

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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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Your javascript call tracking code is not implemented properly or at all. Check your website to make sure that your call tracking script is embedded correctly. Instructions can be found by referring to question 20 above.

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The call report lists time stamp of the incoming lead. The email alert will show the time stamp when the caller made the call.

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In order to get your call tracking to display in Google Analytics, you must first set up both your Delacon portal and your Google Analytics account properly so that the call tracking reports in Delacon can be pushed to Google Analytics.

  • Login to your account at http://vxml5.delacon.com.au/site/jsp/login.jsp
  • Click the Customer Call Reporting tab
  • Click the Menu button, and select the ‘Add Google Analytics’ link
  • Select a company that you want the call tracking data pushed to Google Analytics, then enter the Google Analytics Profile/Tracking Id, and click the ‘Insert‘ button

This creates a new mapping. You must have already created a custom report in Google Analytics. Our system will upload data every midnight, then you should be able to see the data in you custom report the following day. These steps are detailed in our Google Analytics and AdWords Integration Tutorial here. This covers both AdWords and Analytics.

If you would like to reference either separately, you can view the Google Analytics (offline) tutorial here and the Adwords/Analytics Integration (online) pdf here.

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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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Click to Call (7)

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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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Within your web interface you can make a number of changes including to the termination number (that is, the number that will answer the call) and time of day routing.

Follow these steps.

Step 1:
Once logged in, click on the relevant customer on the “login ID” column.

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Step 2: 
You will be routed to another login screen just like what you see in step 1. On this screen the User ID will already be filled in, you will just need to enter the password for this particular client. Note: you can just fill in the particular User ID and password in step 1(instead of going to step 3) if you already know it.

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Step 3:
First click the “settings”, second click the “MENU.”

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Step 4:
Click “Edit Details” and you will then be able to do the following:

  1. Change the termination number(simply delete the existing number and enter the new number).
  2. Configure time of day routing(by clicking the pencil icon next to the “Termination Number” box) – see instructions bellow.
  3. Change the Business Name and Category.
  4. Change the email address for Missed Call Alert emails.
  5. Turn the whisper message On or Off.

NB. Once you have made these changes, remember to click the “Submit” button at the bottom or your changes won’t be made!

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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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IVR (8)

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To configure your own IVR using Delacon’s system, you should follow this step-by-step IVR setup guide.

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If you have a Astrisk Vxml5 number, with Delacon’s IVR functionality, you can change your own ringtone.

Step 1
Login to your account at http://vxml5.delacon.com.au/site/jsp/login.jsp.

Step 2
Go to settings and choose change ringtone.

Step 3
Choose the company you would like to change.

Step 4
Click the upload button to select the .wav file. The wav file must have a format of ‘mono channel, 8000 hz 32bit’.

Step 5
Click the upload button. The new ringtone will play instead of the default ringtone.

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

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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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