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 (10)

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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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Yes, Delacon’s call tracking technology dynamically displays a unique telephone number visible to each website user for the duration of their session. This includes displaying different telephone numbers if more than one user is browsing the website at the same time.
See Image below for an example on how different numbers are displayed:

Dynamic numbers

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No. You don’t need to change your existing phone number and you don’t need to make any changes to your phone system. All incoming calls are instantly and seamlessly diverted to your current phone number (landline or mobile). And because Delacon’s system is a fully hosted cloud based solution, you don’t need to install any software or make any hardware changes.

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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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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.

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Call Tracking - Configuration (29)

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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’.

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Yes, we can remove single or multiple numbers from a rolling number pool and assign new CIDs as needed.  Previous call history for the number in question will remain unaltered.

Please send a request to support@delaconcorp.com with the number to be separated.

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Yes. Each of your call tracking numbers should be wrapped in a specific HTML tag. We supply you with a pdf that that covers all the steps necessary to do this.

The process is very straight-forward, but should you have any difficulty, Delacon can assist you with your website call tracking integration.

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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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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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Call Tracking - Reporting (8)

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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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If you are on a pay account, please go to: Customer Call Report -> Menu -> Billing Report.

billing

If you have multiple clients, we bill you and you may bill your client as you see fit.

Remember this is a pre-paid service so we’ll automatically add funds as your balance falls low. All you’ll need to be concerned about is the monthly fee we charge YOU, your client’s number (and any other numbers you buy) and the call charges we charge YOU (for your number, and your clients’ numbers). You can then charge your clients whatever you want.

And if you’ve given your clients their log in to the portal, they will be able to see all the call reports but NOT the call charges.

From billing. choose break down of total monthly call charges.
You can then copy this into a spreadsheet and see your clients 1300 number bills and yours.

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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

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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.

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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 destination 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.


step2

Step 2

Go to campaigns and click on ads.


step3

Step 3

You’ll need to add a ValueTrack parameter to the URL of each ad. Click on the edit icon of the first ad.

 


step4

Step 4

Scroll across to the end of the URL and paste ?keyword_k={keyword}

Your new URL will look similar to http://www.example.com/?keyword_k={keyword}


step5

Step 5

Click save


 

Step 6

Repeat steps 3 and 4 until all your ads have a ValueTrack parameter.


 

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.


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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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