This article describes the call tracking process
Understanding the Call Tracking process
Once you've created your tracking line(s) in BDCC, you have 2 options for using them.
If you need assistance with creating a tracking line, please review the following article:
For additional assistance, contact Support at email@example.com.
This option is suitable for specific campaigns or promotions.
After the tracking line has been created, you can use the "Tracking Number" that was generated to advertise that number in specific marketing campaigns. Once the customer dials that number, the call will then be forwarded to the “Ring To Number” that was entered when creating the tracking line.
In the example below, the customer directly dials the BDCC generated tracking number that they have obtained from your marketing efforts. The call is forwarded from the tracking number to the ring-to-number assigned when the tracking line was created; which should be the local number to your dealership.
Use this option if you already have existing numbers and you do not want to change them because you're already advertising these to the customer.
Once the tracking line has been created, you need to contact the vendor responsible for the existing phone number(s) that you're advertising to your customers and ask them to configure the number(s) to forward all calls to the new tracking number that was generated when you created the tracking line.
In our example below, the customer will dial the number on the website (800-111-2222), which will then be forwarded to our "Tracking Number", 704-326-4099, and then our system forwards that call to the dealership, which is the “Ring To Number”, 704-555-1212.
1) The number that the customer dials and the “Ring To Number” CANNOT be the same number. If the customer is dialing the "Ring To Number", then call tracking will NOT work.
2) You cannot have calls to your “Ring To Number” forwarded to your Tracking Number because that will result in the call getting stuck in an infinite loop.
This means the number that the customer dials MUST be different than the number you have as your “Ring To Number”.