The following terms are used throughout the Call Tracking Portal and are defined for clarification below.
A person with the company that answers the call and speaks to the Caller (customer).
Pre-Recorded audio files that can be used in Campaigns to provide specific announcements for use as Voicemail Greetings, Call Recording Warning, IVR menu options, Survey questions or Agent Whisper announcements.
Application Programming Interface used to connect with other systems that are not provided by standard integrations.
The customer who has called the Tracking Number and is seeking information on a product or service.
Announcement heard by the caller at the beginning of the call. It can be used to welcome the caller or identify the company or team they have been connected with.
Caller ID Overstamp
Recording of the call from the initial Call Recording Warning announcement all the way through to the final Voicemail Message including any Caller Announcements, IVR Menu selections, Whispers, Caller-Agent conversation and Surveys.
Call Recording Warning
Call Routing Profile
Advertising channels used to present product or company information out to customers. Campaigns can be run online via a website or offline on TV or radio or even print.
Google Analytics define combined tracking types as follows;
- Direct - Identifies traffic generated directly through people typing a URL and also indicates people who clicked on the links from their bookmarks/favourites, un-tagged links within emails, or links from documents that don't include tracking variables such as in PDFs or Word documents.
- Organic - Identifies traffic through un-paid search results. Website listings on search engines like Google.
- Referral - Identifies traffic generated by people clicking on links from other websites, obviously excluding all the search engines.
- Paid Search - Identifies traffic generated through Pay-Per-Click campaigns
A phone number where a call is routed to. Can be a mobile number or landline that represents a particular team or department within a company.
Provides a Fax to Email conversion solution used as a Call Option.
Global Site Tag
A single conversion tracking tag used with Google Adwords.
(see Global Site Tag).
Integrations provides links into common Customer Relationship Management (CRM) tools.
Interactive Voice Response allows callers to make selections using digits 0-9, *, # to direct a call to a particular team or service.
Match Parameters are Google Analytics fields and are used to match against campaign and traffic-source data.
(Refer to Google Analytics Support Articles - Campaigns and traffic sources for more details)
A Match String is used to provide a value to compare against a Match Parameter.
Admin User Account Profile where key information can be set relating to the account.
Email address used to receive email notifications based on the selected call options.
A Campaign that is run on TV or newspaper advertisement, which is different to a Campaign run online via a website. Offline Campaigns have limited tracking capabilities.
Allows table based presentation of call tracking information.
Surveys can be activated at the end of a call and the caller makes a selection using digits 0-9, *, # to select from one or more questions.
A Destination number where a call is routed to.
Time of Day Routing
Allows calls to be automatically routed to various Call Options such as voicemail, number terminations etc.
Inbound phone numbers that are tracked for calls against a Campaign.