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 (28)

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

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 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

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

You will need to put the Delacon code in all pages and then the number will show up in place of the javascript code.

If you don’t have the code on your website, then Delacon will still track the number of calls, the duration, etc. that come to your website, but you wont be able to find out the referrers or the keywords used.

Please click here if this helped you.
1 person found this helpful.

0 Comments - Leave a Comment

Call Tracking - Configuration (23)

View category →

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

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

0 Comments - Leave a Comment

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.

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

0 Comments - Leave a Comment

Step 113001

Log into the system, and then click the pencil icon next to the dealer for which you want to change them email address.

13001

Step 213001

Change the email address where you want notifications to be sent. Don’t forget to hit Submit when done.

change_email13001

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

0 Comments - Leave a Comment

Here is the guide to download your call reporting in xml format.

However, you will need to manually revise the ‘fromdate’ and ‘todate’ parameters highlighted in yellow, as well as your username and your password.

http://vxml5.delacon.com.au/site/report/report.jsp?userid=test&password=test&datefrom=2012-01-01&dateto=2012-01-31

The fromdate is the start date of the data to be downloaded. The todate is the end date of data to be downloaded.

The format is ‘dd/mm/yyyy’.

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 (17)

View category →

By default, cancelled numbers are displayed in the Call Report. To remove cancelled numbers, follow these steps.

Step 1
To hide cancelled numbers, click on the ‘Customer Call Reporting‘ Tab. Then, click on the MENU button.
In the menu, select, Call Report.

cancel1

Step 2
Uncheck the ALL button. This will hide cancelled numbers from being shown.

Click the ‘Generate Report‘ button to view the results.

cancel2

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

0 Comments - Leave a Comment

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.

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

0 Comments - Leave a Comment

Step 1

Log into the system, and then click on the Customer Call Reporting tab, and click on the large yellow MENU button. Select the Call Recording.

recording_report

Step 2

Click on the dealer in which you want to view the call recordings, and then click VIEW REPORT. The page that opens will display all of your call recordings.

pick_dealer

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

0 Comments - Leave a Comment

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.

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

0 Comments - Leave a Comment

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.

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

0 Comments - Leave a Comment

Call Tracking - Troubleshooting (3)

View category →

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

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

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

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

0 Comments - Leave a Comment

Click to Call (3)

View category →

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

Please click here if this helped you.
4 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

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

IVR (7)

View category →

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.

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

0 Comments - Leave a Comment

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

Please click here if this helped you.
4 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

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

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 (4)

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

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

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.

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

0 Comments - Leave a Comment

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.

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

0 Comments - Leave a Comment