Call tracking

A tracking number is a phone number that rings the line you already answer, so every call arrives in your inbox as a lead with the campaign that produced it. It is an add-on with its own monthly price. Open Tracking, then Call Tracking.

Starting it

Until you start it, the page shows what you get for $50.00 a month. Under Included: 5 local numbers, 250 minutes of calls, and call recording and call routing at no extra cost. Under After that: each extra number $3.00 a month, each extra minute $0.06, a toll-free number $5.00 a month and a toll-free minute $0.08. Toll-free has no included allowance, so it is charged from the first number and the first minute.

Click Start call tracking and pay in the window that opens. You pick your first number right after checkout. Only an owner or an admin can start it; everyone else reads Ask an owner or admin to start call tracking.

Getting your first number

Get your first tracking number walks through three steps: Choose a number, Where it rings, Recording.

1. 1
   Pick Local number, which counts against the 5 your plan includes, or Toll-free number at $5.00 a month. Type an area code, or leave it blank to see anything available; popular codes are offered. A busy code can run out, and the page says so and offers Show any available number. Tracking numbers are available in the United States and Canada. Before you buy, the wizard says whether this number is one of your included ones or an extra one, and what it costs.
2. 2
   Ring this phone takes the number that should ring: The phone you already answer. Calls can only be forwarded to a United States or Canada number. Name it gives it a name you will recognise later, such as the campaign it is for. Only you see this.You can also set a source, which becomes the lead's source when the caller's own visit is not known, put the number straight into a pool, and add an announcement for whoever answers.
3. 3
   Recording is off unless you turn it on here, and the step explains what the caller is told when you do. You can change it later: open the number, click Call settings, and use Record calls to this number in the Recording and call settings window.

What the caller hears, and what your team hears

• The recording notice. A number that records always plays a notice before the call connects. The standard wording is: This call may be recorded for quality and training purposes. You can replace it with your own, up to 300 characters. Leave this empty to use the standard notice.
• The announcement to your team. Played to whoever answers, before they are connected. The caller does not hear it.
• Voicemail. With Take a message when nobody answers on, a caller nobody picks up for hears: We are not able to take your call right now. Please leave a message after the beep and we will call you back. The message is recorded and attached to the lead. With it off they hear: We are not able to take your call right now. Please try again shortly.

What your phone shows

• Show the caller's number: Your phone shows who is calling, so you can call them back from your call history.
• Show the tracking number: Your phone shows the tracking number, so you know the call came through a tracked number.

Call routing

Routing on a number opens three layers, each switched on by itself:

• Business hours: a timezone and the hours you answer on each day. Outside them the number is not rung at all, and you choose play a message, then hang up or hang up immediately. A caller can still leave a message if voicemail is on.
• Menu (IVR): a greeting and numbered choices, each going to a different phone, so the caller picks who they reach.
• Ring multiple numbers: several phones for one number, either ring all at once or ring one after another until somebody picks up.

A different number for each visitor

A pool shows each website visitor their own tracking number, so a call can be traced to the exact visit that produced it. Create a pool on the Call Tracking page, then put a number into it: open the number, click Call settings and choose it under Number pool. Until a pool has a number in it, the card says: No numbers in this pool yet. Open a number and use Call settings to add it, and visitors keep seeing your usual number until you do.

Mark the number on your site: add data-lw-phone to the phone number you want swapped. Only that element changes. Every other phone link on your site is left exactly as it is, so a second location or a partner number is never rewritten.

<a href="tel:+15551234567" data-lw-phone>(555) 123-4567</a>

Each pool shows Swaps and the selector it swaps, and Falls back tothe number a visitor sees when the pool has none free. While a visitor holds a number, a call to it carries that visit's source, medium, campaign, keyword and advertising click identifier, so the lead reads like a form submission from the same visit.

What a call becomes

• Every call becomes a lead in Leads with the status New, the caller's number, how long it lasted and one of Answered, Missed or Voicemail.
• An answered call sends the new-lead alert. A call nobody answers sends the missed-call alert instead, every time, even from someone who rang earlier the same day, because each missed call is a callback somebody has to make.
• When the caller leaves a message the outcome becomes Voicemail and the recording is on the lead. A recorded call that was answered carries both sides of the conversation.
• The source is the visit's own when the caller was shown a pool number, and the number's own source otherwise, so a call is never credited to a visit we did not see.

The numbers you have, and the calls they took

Each number shows its calls for the period counted as answered, missed, voicemail, whether it is Recording on or Recording off, and whether it takes messages, with Routing and Call settings beside it. Pause stops it ringing without giving it up. Release hands it back: This number no longer rings. Its call history is kept. Released numbers are kept under Released numbers.

Recent calls carries its own line: Every call to your tracking numbers this period. Each row shows the caller, the time, which of your numbers they rang, the source and a link to the lead.

Usage this period

Usage this period counts numbers and call minutes against what your plan includes, and shows the cost of anything beyond what is included. Toll-free rows appear once you have a toll-free number. An answered call counts its connected time, rounded up to the next minute; a call nobody answers costs no minutes at all. The invoice itself is worked out when the period closes.