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This is a step-by-step to setting up your first Tracker. Follow the instructions below to setup the tracker, choose the tracking type, tracking numbers, and get notified of new calls. Start Tracker Setup Follow the Setup Tracking Number button on your Trackers page to setup your first tracker. Note For this tutorial, we're going to setup a Number Pool to track all traffic to our website and get the most insight into our PPC campaigns. Online or Offline This first choice matters more than it looks. It decides how the tracking number reaches the caller, and that in turn decides how much you learn about where the call came from. I'll use it online Choose this for websites, search ads, and digital campaigns. You never publish the tracking number yourself — our Dynamic Number Insertion script swaps your real number on the page for a tracking number as each visitor arrives. Because the swap happens in the visitor's browser, we already know how that person found you, and we attach it to the call: - the source channel — organic search, paid search, referral, direct, social - the search keyword, where the search engine passes one - the landing page they arrived on - the Google Click ID (gclid) for Google Ads, so calls can be sent back as conversions Online trackers need the DNI script installed on your site. Without it there is nothing to swap and the tracker will never be shown. I'll use it somewhere else Choose this for billboards, radio and TV ads, direct mail, post cards, print, vehicle livery, trade show handouts — anywhere you print or say the number rather than a web page rendering it. You publish the number yourself, so there's no visitor session behind the call and no web attribution to record. What you get instead is clean, and often all you need: every call to that number came from that one piece of marketing. Give each billboard or mailer its own offline tracker and the Calls by Tracker report tells you which one is working. Offline trackers need no script and no website. They work the moment the number is live. Note A Campaign tracker and an Offline tracker can be switched to each other later in Tracker Settings, and the tracking number stays the same — so a number you've already printed keeps working. A Number Pool cannot be converted, in either direction: its type is locked once created, and no other tracker can be turned into one. Pick the pool deliberately. Two kinds of online tracker Choosing online leads to a second question, and the two options differ in how much detail you get per call: - A Number Pool hands each visitor their own number from a small pool, so a call maps back to one specific visitor. That's what makes pages visited and the visitor's keyword available on the call. - A Campaign tracker shows the same number to everyone matching a rule you set — say, all paid search traffic. Attribution then comes from the rule itself rather than from an individual visitor, so you know the call came from paid search but not which pages that caller read. Both are covered below and in Setting up a Campaign Tracker. Online Number Pool Setup There are two types of online tracking, you can use a Number Pool to track all visitors or track a Campaign wherein you only show tracking numbers that match certain referrers, search channels, specific landing pages, and so on. For this tutorial, we're going to choose a Number Pool because we want to track all visitors and track calls for our Awords PPC campaigns. Configure the Number Pool Number pools are quite simple to setup. 1. Give it a Name, this how we'll refer to the tracker in all reporting and call details (this can be edited later). 2. Add your Destination Number, this is the phone number that we'll forward incoming calls. Most people use their main business line here. 3. Set the Pool Size (this can be adjusted from time to time to match your traffic requirements). The size of your number pool needs to be calculated based on how many concurrent visitors we can track on your website at any given time. The best way to estimate your pool size is to look at your website visitor tracking and use the maximum number of visitors per hour. Whisper & Recording In the final step you decide what happens around the call itself. All three settings are optional, and all three can be changed later in Tracker Settings. - Pre-Call Whisper Message - a short message played to whoever answers, which the caller cannot hear. Something like "Call from the Facebook campaign" tells your team where the call came from before they say hello, which matters when one phone answers for several trackers. - Recording & Caller Message - records the call, and plays your message to the caller first. Recording laws vary by state, so read Call Recording and the Law before switching it on. - Transcribe Call Recordings - turns every recorded call into a written transcript, laid out as a conversation with the caller and the person who answered shown separately. Read a call in a few seconds instead of playing back five minutes of audio. See AI Call Transcription. Transcription only appears once recording is on, because there has to be audio to transcribe. Tick Recording & Caller Message first and the transcription option appears beneath it.

Trackers

Setting Up a Number Pool Tracker

This is a step-by-step to setting up a Number Pool to track source channel, keyword search terms, pages visited, and more for the source of each call. Note In order to use our Number Pool tracking capabilities, you'll need to have Dynamic Number Insertion setup on your website. How to setup a Number Pool Tracker Add a New Tracker To get started, go to Trackers and then follow the Setup Tracking Number button in the upper right hand corner. Online or Offline The first step is to choose online or offline. Online trackers are generally used to track activity on your website and PPC campaigns. Offline trackers are for any other marketing channel where you you'd like to track calls, offline marketing channels include direct mail, billboards, radio ads, TV ads, print media and so you. Online Number Pool Setup For this tutorial, we're going to choose a Number Pool because we want to track all visitors and track calls for our Adwords PPC campaigns. Configure the Number Pool Number pools are quite simple to setup. 1. Give it a Name, this how we'll refer to the tracker in all reporting and call details (this can be edited later). 2. Add your Destination Number, this is the phone number that we'll forward incoming calls. Most people use their main business line here. 3. Set the Pool Size (this can be adjusted from time to time to match your traffic requirements). The size of your number pool needs to be calculated based on how many concurrent visitors we can track on your website at any given time. The best way to estimate your pool size is to look at your website visitor tracking and use the maximum number of visitors per hour. Whisper & Recording In the final step you decide what happens around the call itself. All three settings are optional, and all three can be changed later in Tracker Settings. - Pre-Call Whisper Message - a short message played to whoever answers, which the caller cannot hear. Something like "Call from the Facebook campaign" tells your team where the call came from before they say hello, which matters when one phone answers for several trackers. - Recording & Caller Message - records the call, and plays your message to the caller first. Recording laws vary by state, so read Call Recording and the Law before switching it on. - Transcribe Call Recordings - turns every recorded call into a written transcript, laid out as a conversation with the caller and the person who answered shown separately. Read a call in a few seconds instead of playing back five minutes of audio. See AI Call Transcription. Transcription only appears once recording is on, because there has to be audio to transcribe. Tick Recording & Caller Message first and the transcription option appears beneath it.

Trackers

Setting Up a Campaign Tracker

This is an overview of and guide for setting a Campaign Tracker. With a Campaign Tracker, you'll be able to automatically show tracking numbers to your website visitors from specific source channels, specific campaigns, referrers, PPC advertising, social media, and more. Note Campaign Trackers require our Dynamic Number Swap integration script to be installed on your website to dynamically swap your real phone number with a tracking number. How to setup a Campaign Tracker Add a New Tracker To get started, go to Trackers and then follow the Setup Tracking Number button in the upper right hand corner. Choose Online & Campaign In the setup wizard, the first question will ask you if you will use this tracker online or not. Campaign Trackers are for online marketing campaigns so you'll want to choose Online. There are two types of online trackers available, choose Campaign. Setup and Number Swap Settings In this section, there are several things we need to do to configure the campaign tracker. 1. Add a Tracker Name - you'll want to give your tracker a name that will be easy to reference later in your call reports. The name normally corresponds with your campaign name. 2. Destination Number - add your Destination Number (where calls will be forwarded to). 3. Choose Tracking Number Type and Number Prefix - here you'll choose if you want to use a local or toll free number and the number prefix. 4. Choose Which Visitors see the Tracking Number - these settings will determine what visitors we will show the tracking number to on your website. You can configure these to configure pretty much any kind of online campaign you're running or you can choose to show the tracking number to everyone. Choose Your Number On this screen you'll be able to choose the exact number that will be connected with the tracker. If you don't like any of the choices, use the "Find more numbers" button to refresh the numbers to see more options. Whisper & Recording Settings In the final step you decide what happens around the call itself. All three settings are optional, and all three can be changed later in Tracker Settings. - Pre-Call Whisper Message - a short message played to whoever answers, which the caller cannot hear. Something like "Call from the Facebook campaign" tells your team where the call came from before they say hello, which matters when one phone answers for several trackers. - Recording & Caller Message - records the call, and plays your message to the caller first. Recording laws vary by state, so read Call Recording and the Law before switching it on. - Transcribe Call Recordings - turns every recorded call into a written transcript, laid out as a conversation with the caller and the person who answered shown separately. Read a call in a few seconds instead of playing back five minutes of audio. See AI Call Transcription. Transcription only appears once recording is on, because there has to be audio to transcribe. Tick Recording & Caller Message first and the transcription option appears beneath it.

Reports

Calls by Tracker Report Overview

To get an overview of your incoming phone call activity, the Calls by Tracker report does just that and maybe a little more. This report summarizes your calls by tracker that you have setup inside your account. Tip The Calls by Tracker report is great for comparing campaign performance when you have multiple trackers that are tracking campaigns running at the same time. This report makes it easy to see what is working and what isn't. Calls by Tracker Report To access this report, click Reports in the navigation bar. The report summarizes call activity by tracker over a given time period, the last 30 days by default. Changing the Chart Type Sometimes it's useful to visualize data with a different chart type to for it to provide more value. There are three different chart types available: - Stacked Bar Chart - Great for seeing trends over time. - Area Line Chart - Similar to a stacked bar chart, shows trends over time very well. - Donut - Great for summarizing data and seeing portional variances. Changing the Chart Date Range In many cases it might be useful to change the date range for the data you want to see. For example, you might want to see calls over the last 6 months or the last year. Use the date range tool just above the chart as needed.

Reports

Calls by Source Channel Report Overview

The Calls by Source Channel report summarizes your incoming phone calls by the source channel the caller arrived from. Tip The Calls by Source Channel Report is designed to help digital marketers see what source channels are converting the most phone calls on their site. Calls by Source Channel Report To access this report, click Reports in the navigation bar. Once in the Reports section, click the report title in the upper left of the screen to reveal a dropdown with all of the reports available, select Calls by Source Channel. Changing the Chart Type Sometimes it's useful to visualize data with a different chart type to for it to provide more value. There are three different chart types available: - Stacked Bar Chart - Great for seeing trends over time. - Area Line Chart - similar to a stacked bar chart, shows trends over time very well. - Donut - great for summarizing data and seeing portional variances. Changing the Chart Date Range In many cases it might be useful to change the date range for the data you want to see. For example, you might want to see calls over the last 6 months or the last year. Use the date range tool just above the chart as needed.

Reports

Calls by Time of Day Report

The Calls by Time of Day report shows when your phone actually rings. It plots every call onto a grid of days and hours, so you can see the pattern at a glance rather than reading it out of a list. It answers the questions a call list cannot: which day is busiest, which hour is busiest, and whether you have people available at the times customers are calling. Calls by Time of Day Report To access this report, click Reports in the navigation bar. Once in the Reports section, click the report title in the upper left of the screen to reveal a dropdown of all available reports, then select Calls by Time of Day. It is listed under Call Reports. Across the top you'll see: - Total Calls - all calls in the selected period. - Busiest Day - the day of the week that took the most calls. - Busiest Hour - the hour of the day that took the most calls. - Unique Callers - how many different people called. - Avg Call Time - average length of those calls. Reading the Heatmap The grid runs days of the week down the side and hours of the day across the top. The darker a cell, the more calls arrived in that hour on that day, with a Less / More key at the bottom right. Empty cells mean no calls at all, which is just as useful — a run of blank early-morning cells tells you nobody is calling then, and a dark block at midday tells you where cover matters most. Busiest Times per Tracker Below the heatmap, the table breaks the same data down by tracker, with a Busiest Day and Busiest Hour column for each. This is where you find out that your billboard number peaks on a Saturday while your paid search number peaks on a Tuesday, which is difficult to spot from the combined grid. Changing the Date Range Use the 30 days, 6 months, and 1 year buttons for a quick range, or the date picker beside them to choose exact dates. A longer range smooths out one-off busy days and gives you a truer weekly pattern. Unlike the other call reports, this one has no chart type selector — the heatmap is the only view. Note Days and hours are shown in your company's timezone, set in your Company Settings. If a company's timezone is wrong, the busiest hour will be wrong with it.

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Trackers

Calls

Reports

Call Flows

Voicemail

Integrations

Account Management

User Management

Messages

Setting Up Your First Tracker

Setting Up a Number Pool Tracker

Setting Up a Campaign Tracker

Calls by Tracker Report Overview

Calls by Source Channel Report Overview

Calls by Time of Day Report