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)

View category →

Once the contract is signed, Delacon’s Call Tracking solution can be set up in as little as 24 hours.

Please click here if this helped you.
0 people found this helpful.

0 Comments - Leave a Comment

You can find the tracking code for mobile websites by first logging into the Delacon portal.

Then click on the BUSINESS DIRECTORY tab. Then click on the pencil icon that corresponds to the business you are focused on. Then scroll to the bottom where you see CALL TRACKING with 4 radio buttons. Select the radio button that corresponds to what you want to track. When you click a radio button, it opens up a dialog box that offers you link to MOBILE tracking code.

Click that link and that is the code you use for mobile sites.

Please click here if this helped you.
0 people found this helpful.

0 Comments - Leave a Comment

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.

 

 

 

Please click here if this helped you.
0 people found this helpful.

0 Comments - Leave a Comment

Delacon’s rates are the most competitive in the industry. For the latest rates call us on 1300 990 999.

Please click here if this helped you.
0 people found this helpful.

0 Comments - Leave a Comment

Yes. You can use a span tag or a div tag. So long as the id is in the tag, then the tracking will function properly. For example, both of these will work equally well.

<div id=”numdiv_XXXX_0″>{phone number}</div>

or

<span id=”numdiv_XXXX_0″>{phone number}</span>

Please click here if this helped you.
0 people found this helpful.

0 Comments - Leave a Comment

Call Tracking - Configuration (41)

View category →

Step 1
Click the pencil icon next to the “Termination Number” box.

timeofday4

Step 2  

Click “New” at the bottom of the page.

timeofday5

Step 3

Configure as required – Select the day, the start and end time, the contact method, the email address for Missed Call Alert emails, the termination number and the transfer time. The phone number will ring the designated number of seconds and then divert to voicemail. Make sure to click the “Add Routing Time” at the bottom.

For example, to have incoming calls on Tuesday between 10:00 to 16:00 to transfer to 1234 5678 for 15 seconds and then divert to voicemail sent to info@mycompany.com, this is what you would need to fill in.

timeofday6

Remember, you can add multiple routings for the same day, just by clicking the “New” again and completing all the details above.

Step 4
To cancel a routing just click on the “X” next to it:

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

timeofday7

Please click here if this helped you.
4 people found this helpful.

0 Comments - Leave a Comment

If you want to hide your dealers / clients from seeing the Delacon interface. This way you can still give them reporting but the reporting will come from GA not us.

You can do this by the following way.

a) Send all call tracking reports to google analytics of your clients.

b) Change all email addresses to go to us instead of your clients.

Please click here if this helped you.
4 people found this helpful.

0 Comments - Leave a Comment

We can customise the subject field and the content of the email. If this is something you would like done, you will need to contact us regarding the details.

Please click here if this helped you.
3 people found this helpful.

0 Comments - Leave a Comment

Step 1:
Change Transfer Timeout:

Once logged in, click on the pencil icon in the first column against the relevant business name.

Step 2:
Click on the pencil icon next to the “Termination Number”.

Step 3:
Click on “New”

Step 4:
Under time of day routing, select Day, Start & End time, desired contact method and transfer time.

By changing the transfer time, you will change the time after which the default message is not available. A good timeout value is 50 seconds – your answering machine will kick in before this.

Repeat the above for all days for which you would like to change the transfer timeout.

Please click here if this helped you.
4 people found this helpful.

0 Comments - Leave a Comment

Ideally, a new customer ID should be generated. This is because if the old client still has legacy tracking code on their website, the tracking number may still appear and calls will be tracked from that website. Contact us and we can generate a new customer ID for you.

Our terms and conditions state that if a client quits you should take their code off their website.

While you are waiting to take the code off the website you should:

(i) change both the 1300 number field to the clients real telephone number.

(ii) change both the businees ID field to the clients real telephone number.

help-change_c_id

Please click here if this helped you.
4 people found this helpful.

0 Comments - Leave a Comment

Call Tracking - Reporting (33)

View category →

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 20 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.

Please click here if this helped you.
4 people found this helpful.

0 Comments - Leave a Comment

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 20 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.

Please click here if this helped you.
4 people found this helpful.

0 Comments - Leave a Comment

Yes. Delacon tracks both organic and paid keywords. However, as of at the end of 2013, Yahoo and Google have restricted access to organic keyword search terms. Therefore, organic search terms are not available via those particular search engines.

Paid keywords on all search engines can currently be tracked using Delacon’s Call Tracking platform.

Please click here if this helped you.
4 people found this helpful.

0 Comments - Leave a Comment

Login to your Google Analytics account. Then go to Conversions -> Goals > Goal URLs -> Goal Completion Location

You will then see a number against /delaconconversion.htm in Goal Completions. The number in goal completions is the number of actual calls that converted.

“Converted” is the number of calls that got sent to Google Analytics as a live event. The only way to trigger a live Google Analytics event is for the phone call to be made while the user is on your website. As long as the browser is pointed to your website then it should convert and you should be able to see this event in Google Analytics.

This is what occurs in 99% of all cases. However, sometimes even if it converts through Delacon’s call tracking, you may not see a conversion in Google Analytics.

Please click here if this helped you.
4 people found this helpful.

0 Comments - Leave a Comment

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.

Please click here if this helped you.
4 people found this helpful.

0 Comments - Leave a Comment

Call Tracking - Troubleshooting (8)

View category →

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.

Please click here if this helped you.
4 people found this helpful.

0 Comments - Leave a Comment

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.

Please click here if this helped you.
4 people found this helpful.

0 Comments - Leave a Comment

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. )

Please click here if this helped you.
4 people found this helpful.

0 Comments - Leave a Comment

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.

Please click here if this helped you.
4 people found this helpful.

0 Comments - Leave a Comment

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.

Please click here if this helped you.
4 people found this helpful.

0 Comments - Leave a Comment

Click to Call (7)

View category →

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.

Please click here if this helped you.
5 people found this helpful.

0 Comments - Leave a Comment

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.

Please click here if this helped you.
5 people found this helpful.

0 Comments - Leave a Comment

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

Please click here if this helped you.
4 people found this helpful.

0 Comments - Leave a Comment

Select “edit your dealer” and then click on the pencil button where you can configure the time of day routing.

Please click here if this helped you.
4 people found this helpful.

0 Comments - Leave a Comment

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.

timeofday1

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.

timeofday2

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

timeofday3

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!

timeofday4

timeofday5

Please click here if this helped you.
5 people found this helpful.

0 Comments - Leave a Comment

IVR (8)

View category →

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.

Please click here if this helped you.
5 people found this helpful.

0 Comments - Leave a Comment

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.

Please click here if this helped you.
5 people found this helpful.

0 Comments - Leave a Comment

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

Please click here if this helped you.
4 people found this helpful.

0 Comments - Leave a Comment

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

Please click here if this helped you.
0 people found this helpful.

0 Comments - Leave a Comment

VoIP (3)

View category →

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.

 

Please click here if this helped you.
0 people found this helpful.

0 Comments - Leave a Comment

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.

Please click here if this helped you.
5 people found this helpful.

0 Comments - Leave a Comment