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)

View category →

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.
5 people found this helpful.

0 Comments - Leave a Comment

When you add the call tracking script, you will need to wrap your call tracking numbers in an HTML tag called a div tag. In the div tag you will attach an ID number to this. What is important is that the id tag be there — so, realistically, you needn’t only use a div tag. Other HTML tags will work, such as span, so long as the ID number is within the tag.

If your number does not look stylistically correct, you will need to adjust it using CSS – not graphics. If you are unsure how to do this, contact your Web Designer so he/she may assist. Delacon may also be able to assist you in guiding you how to alter the look and feel of your number.

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

0 Comments - Leave a Comment

Single Static Call Tracking Number

Step 1
From the Campaign Directory, select the CID (campaign or company) that you’d like to add spacing to the call tracking number.

time_of_day_one

Step 2

Add spacing to the call tracking and business phone number as required and click on submit updates.

spacing_one

 

Dynamic Call Tracking Numbers

Step 1
From the Campaign Directory, select the CID (campaign or company) that you’d like to add spacing to the call tracking number.

time_of_day_one

Step 2

Click on the pencil to reveal the dynamic numbers.

 

spaces_two
Step 3

Click on each pencil in turn to insert spaces in all the dynamic pencils.

 

spaces_three

 

Step 4

Insert spaces and click save.

spaces_four

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

0 Comments - Leave a Comment

The call tracking number appears once the JavaScript is loaded in the page. Our current JavaScript is placed in the header of your page, so it will load first and your current contact number will switch to the call tracking number very quickly. You may see the number switch quickly as the page loads, but this is normal and does not compromise any call tracking accuracy.

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

0 Comments - Leave a Comment

Call Tracking - Reporting (8)

View category →

Step 1
To generate a csv file of your calls, click on the reporting tab and select detailed call log.

Step 2
Select the date range and the campaigns or companies for the report.

Step 3
Click on the down arrow next to Generate Report and select Generate CSV. Click on Go. The csv file will automatically download to your computer.

csv

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

0 Comments - Leave a Comment

Extra tracking can show you all the pages that your website user visited within his session. You can set options to just show the last page the user browsed to on the site when his session ended. You can also set options to show from which page the call is made.

More details and exactly how to implement this are laid out below:

The new tracking feature adds extra tracking which can track the user history along the web site as well as the entry landing page and referral information.  There are three options that can be set. These are described below:

Two parameters are required: extTrkStr (mandatory) and extTrkAction (optional).
They should be placed in the beginning of Delacon’s tracking code on every page of your site where you have added the tracking code.

If the extTrkStr is not defined or an empty string like this:
extTrkStr=””;
then the extra tracking feature will not have an effect.

If only this parameter is defined, then the string will be added to the extra tracking information of that session.  However, if the page is visited again, the string will not appear twice.

If extTrkAction is defined as “a” like this:
extTrkAction=”a”;
then the extTrkSTr will be appended to the extra tracking information even though it is there before.

If extTrkAction is defined as “u” like this:
extTrkAction=”u”;
then the extTrkSTr will be used to replace the previous information.  So in other words, it will keep track of the last page tracking string the user visits.

If extTrkAction is defined as “c” like this:
extTrkAction=”c”;
then this is similar to the option “u” except the update will not occur when the entry is matched by a call.  In this way, the extra tracking information is on the page when the call is made.

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

0 Comments - Leave a Comment

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

Please click here if this helped you.
9 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.
1 person found this helpful.

0 Comments - Leave a Comment

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.

 

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

0 Comments - Leave a Comment

Call Tracking - Troubleshooting (3)

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.
2 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 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.

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

0 Comments - Leave a Comment

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.

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

0 Comments - Leave a Comment

VoIP (2)

View category →

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.
2 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.
3 people found this helpful.

0 Comments - Leave a Comment

Call Tracking (10)

View category →

The easy answer is no because the search engine robots don’t “see” the tracking numbers because they are contained in javascript.

In addition, when searching for a specific company in Google, the robots use what’s called a citation of the company’s name, address and phone number. This is also unaffected because the business phone number is hard coded in the span tag of the site’s HTML, which is crawled by the robots.

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

0 Comments - Leave a Comment

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

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

0 Comments - Leave a Comment

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

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

0 Comments - Leave a Comment

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

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

0 Comments - Leave a Comment