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 banner advertisements you need to add additional code to the referral URL link placed on the banner.

The additional code is ?utm_plasource=banner

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=banner

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=bannername

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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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Call Tracking - Configuration (28)

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Step 1
To change the voice mail message, click on the settings tab and select Change Voice Mail.

Step 2
Select the campaign or company account for the voice mail. Click on Choose File to select the appropriate audio file and click upload wav file.

voice_mail_message

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To track calls across domains no changes are required to be made to Delacon’s standard tracking code to enable cross domain tracking. However, the links between the domain’s need to be altered.

Where the link on the first domain to the second domain would normally be;

 

<a href=”http://otherdomain.com/entry.html”>Jump to another domain</a>

This should be changed to:

<a href=”http://otherdomain.com/entry.html” onclick=”_ctlink(“http://otherdomain.com/entry.html”, true); return false”>Jump to another domain</a>

Google Analytics

Delacon’s cross domain tracking works in conjunction with Google Analytics tracking code (if it is being used), but additional variables need to be set to allow this. Where the standard GA code would be:

<script type=”text/javascript”>
var _gaq = _gaq || [];
_gaq.push(['_setAccount', 'UA-XXXXXX-X']);
_gaq.push(['_trackPageview']);

(function() {
var ga = document.createElement(‘script’); ga.type = ‘text/javascript'; ga.async = true;
ga.src = (‘https:’ == document.location.protocol ? ‘https://ssl’ : ‘http://www’) + ‘.google-analytics.com/ga.js';
var s = document.getElementsByTagName(‘script’)[0]; s.parentNode.insertBefore(ga, s);
})();

Two additional _gaq.push variables need to be added as below:

<script type=”text/javascript”>
var _gaq = _gaq || [];
_gaq.push(['_setAccount', 'UA-XXXXXX-X']);
_gaq.push(['_setDomainName', '.xyz.com']);
_gaq.push(['_setAllowLinker', true]);

_gaq.push(['_trackPageview']);

_setDomainName needs to be set to the domain of the current page and should not be set to “none”

The links between the domains need to be altered as well, to as follows;

<a href=”http://otherdomain.com/entry.html” onClick=”_gaq.push(‘_link’, _ctlink(‘http://otherdomain.com/entry.html’));return false;”>Jump to another domain</a>

 Please note that:

If the _setDomainName in Google Analytics is required to be “none” for any reason, a small alteration of Delacon’s tracking code needs to be made to allow this.

Where the standards Delacon code has;

var dd = document, ll = dd.createElement(“script”), ss = dd.getElementsByTagName(“script”)[0];
ll.type = “text/javascript”; ll.async = true; ll.src = (“https:” == document.location.protocol ? “https://” : “http://”) + “vxml4.delacon.com.au/sited/ref/phonenum.jsp?m_id=XXMIDXX&cids=”
+ cids + “&ref=” + refStr;
ss.parentNode.insertBefore(ll,ss);

The amended code should be:

var dd = document, ll = dd.createElement(“script”), ss = dd.getElementsByTagName(“script”)[0];
ll.type = “text/javascript”; ll.async = true; ll.src = (“https:” == document.location.protocol ? “https://” : “http://”) + “vxml4.delacon.com.au/sited/ref/phonenum.jsp?
dgat=0&m_id=XXMIDXX&cids=” + cids + “&ref=” + refStr;
ss.parentNode.insertBefore(ll,ss);

How do you track calls across sub-domains?

If we do not specifying anything, our tracking code will treat the website that it first landed as the domain. For example, if the landing page is www.example-tracking.com, then the domain that is tracked is www.example-tracking.com. If the user click an link to blog.example-tracking.com, we will regard them as two different domain and hence a new session is created which is not quite the customer wants.

We can certainly use the cross tracking feature to solve the problem but it is like using a canon to kill a fly.

We have just release the tracking code that if the domain is specified, we will regard that domain and its subdomain as one entity. For example if .example-tracking.com (remember the period in front) is specified, we will regard www.example-tracking.com and blog.example-tracking.com as one domain together with any subdomain from example-tracking.com. The line that are required to added is just something like

var trDomain=”.track-example.com”;

in the first line of Delacon standard tracking code.

So the resultant tracking code will be
<script type=”text/javascript”>
var trDomain=”.track-example.com”; // new additional line to specify the domain
var cids=”10000,10001″;
var refStr = escape(document.referrer);
document.write(unescape(“%3Cscript src='” + (‘https:’ == document.location.protocol ? ‘https://’ : ‘http://’) + “vxml4.delacon.com.au/sited/ref/phonenum.jsp?m_id=6&cids=” + cids + “&ref=” + refStr + “‘ type=’text/javascript’%3E%3C/script%3E”));

//<!-delacon end->

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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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Call Tracking - Reporting (7)

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A Delacon call tracking session begins when the web browser loads the website in question. As Delacon keeps the web logs for around 10 days, if the user does not close the browser, and accesses the same website within this period, it is still regarded as the same session.

There is no time out for the session. Only closing the browser will actually close the session. When the browser is closed, the session is over.

 

 

 

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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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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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