Trackers

Porting Numbers to Your Account

Want to keep your existing phone numbers when switching to Call Tracker? You can! This process is called Number Porting—it allows you to transfer your phone numbers from your current provider to your Call Tracker account. Number porting ensures you maintain ownership of your existing numbers while taking advantage of all the features Call Tracker offers. We'll handle the setup on your behalf and submit your porting request to our telephony provider. To ensure a smooth transition, your numbers will be configured with a forwarding number so there's no downtime during the switchover. Porting Numbers Spreadsheet Complete the attached Number Port spreadsheet (download here). This will provide us the information needed to configure the tracking number and call handling to ensure a smooth transition. Letter of Authorization Complete a Letter of Authorization (download here). You only need to fill out the first four numbers—we’ll help with the rest. If you're porting many numbers, just ensure you have them on the Number Port spreadsheet. Billing Statement Provide a recent billing statement from your current provider (see required details in the attachment). Sometimes number port requests can get rejected, having this in advance will help ensure the number port request gets approved by the current carrier losing the number. Once you've gathered the required documents for the numbers you’d like to port, email them to us by submitting a support request at support@calltracker.io.

Setting Up an Offline Tracker

This is an overview of and guide for setting an Offline Tracker. With an Offline Tracker, you'll be able to... How to setup an Offline 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 Offline In the setup wizard, the first question will ask you if you will use this tracker online or not. You'll want to choose Offline. Setup and Destination Number In this section, there are a few things we need to do to configure the 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. 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.

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.

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.

Call Recording Legal

Call recording is useful — for training, for resolving disputes, and for hearing what customers actually ask before they buy. It also carries legal obligations that vary by where you and your callers are. This article is practical guidance, not legal advice. Recording law differs between countries and between US states, and it turns on where each party is at the time of the call. If you're unsure, ask a lawyer familiar with your jurisdiction. Consent, Briefly The distinction most businesses run into is one-party versus all-party consent. Under one-party consent, one participant knowing about the recording is enough — and if you're recording your own calls, that's you. Under all-party consent, everyone on the call must know. The complication is that a phone call can span jurisdictions. A business in a one-party area routinely takes calls from people in all-party areas, and the stricter rule can apply. Which is why the practical answer is simple: tell every caller, every time. An announcement satisfies all-party consent, and it costs you nothing. Announcing the Recording Tick Recording & Caller Message in your Tracker Settings and type the message callers hear before the call connects. Something plain works best: This call may be recorded for quality assurance. The message plays automatically on every call to that tracking number, so consent isn't something anyone has to remember to say. You can also use a Greeting step in a call flow if you want a longer message or one that combines the notice with a welcome. If You Transcribe AI transcription creates a written record of the same conversation. It doesn't change your consent obligations — but a searchable transcript is easier to disclose, retain and delete than audio, so it's worth deciding early how long you keep both. Practical Advice - Turn the caller message on whenever recording is on. They belong together. - Keep the notice at the start, before the conversation, not after. - Apply it consistently across every tracker rather than campaign by campaign.

Releasing a Tracker

When a campaign ends, releasing the tracker stops the billing for its tracking numbers. Your call history stays. Open the Tracker's Settings Go to your Trackers page and click the manage icon in the Manage column for the tracker you want to release. Release the Tracker Press the red Release Tracker button at the top of the settings page. You'll be asked to confirm, because this cannot be undone. Releasing will permanently: - Remove all tracking numbers attached to the tracker. - Stop forwarding calls to your destination. - Release the numbers for good — they go back to the carrier. What You Keep All call history and reporting for the tracker stay available. Past calls, recordings, transcripts, tags and values remain, and the tracker continues to appear in your reports for the periods it was running. Releasing ends the number, not the record. The Part That Catches People Out You cannot get the number back. Once released it returns to the carrier's pool and may be reassigned to someone else. If the number is printed on anything still in circulation — a vehicle, a sign, a business card, an old brochure — those callers will reach whoever holds it next. Release numbers you have advertised offline only when you're confident the advertising is out of circulation. Billing Tracking numbers are not billed pro rata. A number released mid-month is still billed for the current period, then drops off the next invoice. See An Overview of Call Tracker Billing.

Updating Tracker Settings

Tracker settings can be adjusted on an ongoing basis to fit your requirements. Accessing a Tracker's Settings To access a tracker's settings, go to your Trackers page and click the manage icon in the Manage column for the tracker you want to update. Updating Tracker Settings Tracker settings that can be updated: - Tracker Name - the name used as reference for calls and reporting. - Tracker Type - whether the tracker is a Campaign, Number Pool, or Offline tracker. - DNI Swap Target - the number on your site that we'll swap with the tracking number. - Number Pool Size - upsize or downsize the size of a number pool. - Campaign Tracking Settings - the campaign conditions to match for swapping the number. - Default Answered Call Value - a value automatically applied to answered calls over two minutes. See Attributing Call Value. - Inbound Call Handling - forward calls to a single Call Forwarding Destination number, or hand them to a Call Flow for custom handling. - Pre-Call Whisper Message - a short message played to whoever answers, which the caller cannot hear, so they know which campaign the call came from. - Recording & Caller Message - turns on call recording, along with the message the caller hears before the call begins. - Transcribe Call Recordings - turns on AI transcription for this tracker's calls. Only available when recording is enabled, since there has to be audio to transcribe. Once you're done editing the settings, press Update Settings and your changes will be saved. AI Call Transcription With Transcribe Call Recordings enabled, every recorded call on this tracker is transcribed automatically. Calls are recorded with the caller and the person answering on separate audio channels, so the transcript reads as a conversation with each speaker labelled rather than one block of text. The transcript appears on the call's details page under Call Transcript, and clicking any line jumps the recording to that moment.

Setting Up Your First Tracker

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.