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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To add call tracking to your site, insert a small bit of javascript code to every page on your site that you want to track.
You will need to do just two steps.

Step 1
Insert the code below just after the closing head tag in your html.

IMPORTANT:
Make sure you edit this by changing your c_id number (client id number) to your client id. This is highlighted in blue below.
Also, change the 1300 number to your 1300 number. This is highlighted in red below.

TRACKING CODE: Make certain you edit it first as outlined above

<!–delacon start–><script type=”text/javascript”>var cookieval = “”; if (document.cookie.length > 0) { var search = “delaconphonenum=”; var offset = document.cookie.indexOf(search); if (offset != -1) { offset += search.length; end = document.cookie.indexOf(“;”, offset); if (end == -1) { end = document.cookie.length; } cookieval = unescape(document.cookie.substring(offset, end)); } } if (cookieval.length > 0) { var numDivVar = document.getElementById(“numdiv”); if (numDivVar) { numDivVar.innerHTML = cookieval; } } else { var refStr = escape(document.referrer); document.write(unescape(“%3Cscript src=’http://vxml4.delacon.com.au/sited/ref/phonenum.jsp?c_id=123&ref=” + refStr + “‘ type=’text/javascript’%3E%3C/script%3E”)); } function execDelaconJS() { var numDivVar = document.getElementById(“numdiv”); if (numDivVar) { location.href = “tel:” + numDivVar.innerHTML; } else { location.href = “tel:1300123456“; } } </script><!–delacon end–>

Step 2
On the button or link that the user clicks on to call the number, you add this link:

IMAGE LINK
<a href=”javascript:return false;” onclick=”javascript:execDelaconJS();” alt=”Call Now”><img alt=”Call Now” src=”PATH TO YOUR IMAGE” /></a>
TEXT LINK
<a href=”javascript:return false;” onclick=”javascript:execDelaconJS();” alt=”Call Now”>CLICK TO CALL NOW</a>

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It is probably not a good idea to make your main current number one of your rolling numbers. If you use your current number on business cards or anywhere else offline, it may cause inaccuracies in the call reporting. People presumably would call your current number from received business cards in the past, or from your number saved in their contact information.

You can still track this number on its own, however, by allowing Delacon to provide call tracking services specifically for this number.

It might be worthwhile to check our rolling number calculator which will tell you how many rolling numbers you would need give you the most accurate tracking.

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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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Call Tracking - Configuration (41)

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To alter the time the phone rings before the voicemail message plays, you must first configure time of day routing. To do this, you must do the following:

Step 1
Click on edit against the relevant department for which you would like to extend the ringing time.

r1

Step 2
Click on New. 

r3

Step 3
Define Day, time, transfer method (transfer and/or email),Phone, email and Transfer time.
The transfer time will be the time for which ringing occurs before voicemail message kicks in.

time1

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Log in to your Google Tag manager account.

Step 1:
 Click on new NEW TAG.

gtm-1

Step 2: Name the tag and select Custom HTML tag

gtm-2

Step 3: Paste in your Delacon tracking code. Make sure that you include the script tags.
This is the Delacon tracking code you will need to use in place of the tracking code you are provided in the Delacon portal. Update the portions in yellow with your information:

<script type=”text/javascript”>
<!-delacon start->
var cids=”<cids seperate by comma>“;
var refStr = escape(document.referrer);
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=XXX&cids=’ + cids + ‘&ref=’ + refStr;
ss.parentNode.insertBefore(ll, ss);
<!-delacon end->
</script>

gtm-3

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You can configure this by clicking on “Business Directory tab” and selecting the pencil edit icon next to the Business name you want to track.

r1

Then, scroll down to the “Call Tracking” row. You can then select only paid searches to track. This will then display the tracking number for paid clicks.

For example, I have chosen “track google paid” only.

If I come from a Google paid search the number that will show on the website might be 1300123121 (i.e. the 1300 number field). But if I come from anywhere else, the number that will show up will be the business ID field (1300999888)

trk1

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You can do this by first logging in to your Google account. Then integrate your Delacon call tracking data into Google Analytics. This tutorial shows you how: Google Analytics and AdWords Integration Tutorial.

Then, log into your Google Analytics account. Once logged in, run this link.

  • Once set-up, you will have:
  • Average Call Length
  • Calls Answered
  • Total and Average Call Duration by Source

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Download this tutorial on how to integrate Delacon’s Call Tracking solution into Google Analytics / Adwords.

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Call Tracking - Reporting (33)

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To make certain that you are seeing the keywords that the user typed in to get to your site from a paid ad in Google, you can ad the following querystring to your to your paid ad link: 

?q={keyword}

For example:

Step 1

Find the ad in your Google AdWords account. Then hover over it to edit it by clicking on the pencil icon.

paid-ad1

Step 2: Select the link and alter it by appending the querystring to it: ?q={keyword}

paid-ad2

Google will now pull out the keywords that triggered the ad.

Alternatively, you can also integrate your call tracking data directly into your Google AdWords campaigns. By integrating the data directly into Google, the referrer keyword data will be reported. This document explains how to do this: Google Analytics and AdWords Integration Tutorial.

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In order to track call data from emails or eDMs you need to add additional code to the landing page URL.

The additional code is ?utm_plasource=email

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

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

Additionally, if you also want to name the email, then you need to add further information, such as

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

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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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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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