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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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 advise against using shared numbers across sites. Even if there was a pool of numbers used by multiple sites, that is not the ideal set up. The best practice is for each site to be treated separately and given its own separate number/s. One number may be enough on each site and you accept the risk that there might be occasions where the visitor here and there isn’t accurately tracked. Or you can reduce that by using rolling numbers on each site.

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

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Assuming you don’t have rolling numbers, then if a user comes to your site at, say, 10.10am and sees your tracking number, and another user comes to your site moments later at, say, 10:11am, then they would both see the same tracking number. However, if the user who arrived first (10:10am) called your tracking number, your reporting would attribute that call to the second user (10:11am).

This is why we advise you have rolling numbers. This way, each person that visits your site would see a unique tracking number. Your site traffic will determine the volume of rolling numbers you would require. You can determine how many rolling numbers you require by using the Rolling Number Calculator.

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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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Call Tracking - Configuration (41)

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To add call tracking to your site, just follow the steps as outlined in the call tracking pdf. This pdf can be found by logging into your account at http://vxml5.delacon.com.au/site/jsp/login.jsp Then, click on the BUSINESS DIRECTORY tab. Then, click on the pencil icon next to a any dealer.

On the edit page that loads, scroll to the bottom of the page and you will see a link as shown below. Simply click to open the pdf, and it will walk you through the steps to integrate call tracking.

help-howtotrackpdf

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The easiest way to accomplish disabling notification emails, is to change the email address in the client details section on the Delacon portal.

You can  do this by first logging into the Delacon portal.

Click on the ‘Business Directory’ tab, and then click the pencil icon of the client you want to edit.

On the edit details page that follows, you can change the email address to a different one or a dummy email address so that the client will no longer receive notification emails.

Alternatively, in the notification emails that get sent out, there is an unsubscribe link at the bottom of the emails. The client can click this unsubscribe link.

However, note that if you, or the client, edit the termination details, it will re-subscribe the client to the emails, and the client will have to click the link again.

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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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Call Tracking - Reporting (33)

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You can track your calls from any source by typing the name in the landing page url.

You will see the parameter named “utm_source“, which is specified for this usage.

Add the parameter named “utm_source in the the landing page url:

g1

As a result, in the Google Analytics Report, in the second level of  “call count”, has branches which show call counts for each name.
Level 1 – Call Count

g2

Level 2

g3 

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First, login to your account.

Then click on the Customer Call Reporting tab, and click the yellow menu button, and click on Call Report – Version 2.

In the report there are columns for State and Suburb for all landline calls.

If you have integrated your Google Analytics account with your Delacon tracking reports then, because we capture the IP address, you should be able to get your geographical metrics by following the question and answer here.

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You can see all calls in the report for that dealer for all 1300 numbers they have or have had in the past. To do this, simply follow these instructions.

Step 1
Click the Customer Call Reporting tab, and select Call Report – Version 2.

cancel1

Step 2

Select the dealers that you are interested in — previous dealers that have cancelled are prefixed with [CANCELLED]

duplicatenumber

Click generate report (or Generate CSV from the dropdown next to the GO button), and you can see all the call reports for that dealer.

In the report that is generated, you can sort the results by column name by simply clicking on the title of the column.

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Step 1
Log into the Delacon portal

timeofday2

 

Step 2
Hover the mouse over “Billing”, then select “Billing Report”

To view your call charges, scroll 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 tracking number for which you wish to view the billing report. You should also select the date range.

To view a quick monthly summary of your call charges:

  1. Select from the drop down menu whether you wish to view “All numbers” or a selected number.
  2. Select “Total monthly call charges without call recording“.
  3. Choose your required month and year.
  4. Select “html

Alternatively, you can also: .

  1. Select “Break down of total monthly call charges without call recording“.
  2. Choose your required month and year.
  3. Select from the drop down menu whether you wish to view “All” numbers or a selected number.
  4. Select “csv“.
  5. Click on “View Report“.
  6. 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.

With the above information, you could choose each client whose charges you wish to view using the csv format, and see all their call details (e.g. Duration of Call, Call Result, Billing Charge etc).

Based on that you can then choose your own method for billing them (e.g. marking-up each call charge by a fixed percentage).

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To generate a .csv for download, login then click on the customer call reporting tab. Then click on the yellow menu button and click Call Report Version 2.

On the report page that follows, you will see under the date on the top left a drop down menu where you can select either generate report or generate csv. Select Generate csv and click GO.

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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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5 people found this helpful.

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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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5 people found this helpful.

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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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