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 - Configuration (29)

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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.

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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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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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Call Tracking - Reporting (8)

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Google recently announced a significant change designed to enhance security on their search platform.

As of Wednesday April 9, Google removed the keyword query from the referer information. The referer is a URL that identifies where a user who visits a web page came from and can include such information as the exact keywords a user put into a search engine.

Marketing teams regularly use this data to optimise online campaigns and identify additional keywords.

In most cases, Delacon’s call tracking solution uses this query in the referer to obtain keyword data.

 

How does Google’s change affect Delacon’s call tracking solution?

Many of our clients appreciate analysing the keyword data captured in both Google Analytics and our Call Report accessed through our portal.

Even after Google’s change, our clients will still be able to see the keywords that were used by customers in Google Analytics.

However to analyse the keywords in Delacon’s Call Report, you will need to make some minor changes to your ads in AdWords.

 

What do I need to do?

If you’re happy to analyse the keywords in Google Analytics – then you don’t need to do anything at the moment – except there is a different place in Google Analytics to view your paid search keywords.

But if you want to also see the keywords in Delacon’s Call Report you will need to add what’s known as a ValueTrack parameter to the Tracking Template URLs in AdWords.

This is far easier than it sounds.

Google’s ValueTrack is a tagging feature that can be used to provide useful data about each click on paid ads. It is generally used to, “fine-tune your campaigns and settings for better performance.”

By adding a special tag to your ad’s destination URL in Adwords, the ValueTrack will record certain details about the performance of the ad when a customer clicks on the ad and visits your website.

Apart from the keywords that prompted the ad to appear, other information includes where your visitor clicked your ad and the specific ad that was shown.

Before you add the ValueTrack, you must make sure that autotagging is enabled.

 

Where do I go to add the ValueTrack?

Step 1

Log into your Google Adwords account.


Step 2

Click the Campaigns tab.


Step 3

In the menu on the left hand side, click on ‘Shared library’.

 


Step 4

Click URL options.


Step 5

Next to “Tracking template,” click Edit.


Step 6

Enter {lpurl}?keyword_k={keyword} and press save.


 

Where do I now go to see the paid search keywords in Google Analytics?

Step 1

Log into your Google Analytics account.


analyticsstep2

Step 2

Click on Acquisition and then click on AdWords.


analyticsstep3

Step 3

Click on Matched Search Queries.


analyticsstep4

Step 4

To match the keyword against the Delacon conversions, click on the conversions dropdown and select “Delacon Conversion URL” goal.


analyticsstep8Step 5

Here is both the matched key word and the actual search string the user typed against the delacon call conversion.


And finally… Where do I view the conversion in AdWords?

adwords_conversion

Step 1

In Google Adwords, go to Tools and click on Conversions.

 

Alternatively we can push keyword data into the Delacon Portal by completing our AdWords integration. Please see below the differences between our integration and adding the Value Track parameter.

Value Track vs Delacon AdWords Integration

  1. Value Track

As the keyword data is encoded in the URL, we are able to extract the information and add it into the reporting immediately. If you have, or plan to use any integrations, that rely on the keyword being available at the time of the call, this method is required. The downside is that further information from AdWords is not available.

  1. AdWords Integration.

Within 24 hours of the call we are able to extract the keywords, campaign information and other CPA details from AdWords and add this information into the Delacon reports. Due to limitations within AdWords this information is not available to us immediately, it is available the next day.

You are able to use one or the other, or both together if desired.

Learn more about tracking phone calls from banner and eDM campaigns

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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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Yes, our call tracking solutions recognizes repeat callers based on their ‘IP Address’. If the caller makes another phone call after their initial call, they will be marked as a repeat caller. Repeat callers will be marked with the letter ‘R’ in the ‘converted’ column in the Detailed Call Log.

What is the time period for a caller to call back before they are marked as repeat?

The time period for a caller to be marked a repeat is determined by you. Simply login to the Delacon porta, click on ‘Edit’ for the corresponding number and scroll down to the ‘Configure the Repeat Call Time (Minutes).

Repeat Call Timer

Select in minutes the time period between calls before they are marked as repeat and then click on ‘submit updates’.

 

 

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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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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.

Please visit this page to see some solutions on fixing this issue.

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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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Call Tracking (10)

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Delacon understands that our clients prefer clean call tracking numbers.

For all new numbers allocated to Delacon by INMS, we perform online searches to ensure that the numbers are not ranked in search engines. This minimises the chance that the numbers are in use.

For numbers that have been used by previous Delacon clients, we quarantine the numbers for six months. If within the six month period a number receives more than 3 calls, Delacon will quarantine the number until such time as it receives less than 3 calls for a 6 month period.

Please be aware that to prevent cross contamination, Delacon does its best to ensure that the same numbers are not reissued to the same client – unless specifically requested.

While we do our best to keep numbers clean, please be aware that we can’t offer a 100% guarantee.

Additional factors may include:

  • Customers may have saved the number
  • Existing marketing material may still be in circulation

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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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If you are using an IVR (Interactive Voice Response) system external to Delacon, you may want to know which menu options a caller is selecting once they have called you via the call tracking number we provide you.

The newly developed DTMF Intercept feature allows Delacon to capture the tones of the menu option key presses on your third party IVR system.

These key presses can then be reported in your call reports and through to Google Analytics.

Why should I consider using the DTMF Intercept feature?

Using this feature allows you to do a number of things:

  1. Track the types of calls that are coming through and which department the calls are ending up – are they sales calls, support calls or account enquiries?
  2. Optimise your advertising campaigns based on the results of the data captured by the DTMF Intercept feature,

How do I set it up?

Setting up the DTMF intercept feature is easy. Simply login to your Delacon account, scroll down to ‘Intercept DTMF’ and enter the number of menu tones you want recorded. It will automatically default to 0 which means no options will be recorded.

How will it display in my reports?

In the detailed call log, under the DTMF column the numbers of the menu prompts entered by the caller will be displayed.

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For your offline campaigns, Delacon will provide numbers for use in different offline campaigns including print, billboards, radio etc.

You may choose to use different numbers for each campaign (each print ad uses a unique number, each radio ad uses a unique number) or you may choose to group campaigns together where each medium will use the same number.

Current numbers can be utilised within Delacon’s call tracking solution simply by diverting these to a Delacon number so that call tracking information can be gathered.

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