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.

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 - Configuration (26)

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When you add the call tracking script, you will need to wrap your 1300 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.

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It will generally take between five and seven business days to port toll free numbers, but can take up to 20 business days. Landline numbers may take a bit longer.

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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.

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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.

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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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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 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.

 

 

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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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 to fix this issue.

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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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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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Call Tracking (6)

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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 easily transfer/port that number to Delacon.

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Delacon understands that our clients prefer clean call tracking numbers.

For all new numbers allocated to Delacon by our suppliers, 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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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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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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