How do I configure Phone Call Tracking?

Phone Tracking in ActiveDEMAND enables you to instantly register phone numbers and forward the phone number to a specific phone number. Phone Tracking has several benefits:

Track incoming phone calls to measure the performance of different campaigns.
Dynamically redirect incoming calls to specific sales people associated with the contact calling.
Recording calls to get a better idea of sales performance
Associate phone call to historical anonymous website visit data


Examples of using Phone Tracking

If you only have one main phone number but several departments, register a tracked phone number in ActiveDEMAND for each department and forward it to you main number. You can measure the number of calls going to each department.
When exhibiting at a trade show or event, include a tracked phone number on marketing collateral and measure the number of calls you receive as a result of the event.
Include a tracked phone number in your pay-per-click campaigns to measure their call-in effectiveness.

Looking for a call tracking solution that posts to Google Analytics Automatically? Click here

Creating a Tracked Phone number in ActiveDEMAND

From the Assets menu in ActiveDEMAND select “Phone Tracking” and then click “Add Tracked Number”

You are presented with several search options to help you find a the perfect phone number. These options are:

a. Area Code: Enter the area code you would like the tracked phone to have.
b. Contains: Enter a short phrase to associate with the alpha characters on a phone keypad. For example, "jump" would equate to 5867 for a complete phone number (555) 555-JUMP (5867).
c. Location: Enter the 2 letter state or province abbreviation. For example enter "NJ" for "New Jersey".
d. Country: Select a specific country from the drop-down list.
e. Type: Select whether the number is a toll-free number (toll-free for the person making the call) or if it is a local number.

Once you have entered your search criteria, press the "Search" button.
IMPORTANT: If you enter multiple search criteria that is conflicting you will not get any results. For example, choosing the country "United States" with an area code of "780" from Canada will conflict. If no search results are returned, try expanding your search criteria.

All available Tracked Phone numbers will appear.

Select the Tracked Phone number you want. You will then be presented with the following fields:

a. Forward call to assigned contact manager: Depending on your subscription type, this field may not be available. When it is available, you can have incoming calls route directly to the person assigned to the contact calling in. Check the box to enable this feature.
b. Whisper Message: This is an optional field. Any text entered into this field will be converted to voice and played to the person answering the call. For example, if you assigned a Track Phone number to a trade show, you can enter "trade show lead" as the whisper message. When the incoming phone call is answered, the person answering the call will hear "trade show lead" and then will be connected with the caller. The caller does not hear the whisper message.
c. Description: This is an optional field. You may enter a description to describe what the Tracked Phone number is used for. It is highly recommended that a description be added. As multiple phone numbers are added, a good description helps keep things organised.
d. Pre-Amble: This is a message given to the caller before the call connects to the recipient. For example, this call may be recorded for training purposes.

Associated Costs

There are some costs associated with Phone Tracking. These are:

Phone Number: There is a flat monthly fee for every Tracked Phone number in your account. The amount of the fee depends on your subscription.
Usage: The usage fee is charged by the minute. The usage rate depends on your subscription.
Recording: There is a per minute cost associated with recording your calls
SMS: there is a per SMS message cost for sending/receiving SMS messages

Updated on: 19/10/2022