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9bx user guide

PBX & Call Center

Call tracking

Know which ad, web page or billboard made the phone ring by giving each source its own number.

Contents

What it is for

Each official number can stand for a marketing source (a Facebook campaign, a billboard, Google). Every call on it is tagged, and the Report shows calls, answers, leads and deals by source. A website pool can show each visitor their own number so calls are tied to the page or ad that brought them.

Who can use it

Users with the Call tracking permission.

Where to find it

Phone → Advanced → Call tracking

The screen explained

Three tabs.

Report

Item Meaning
Calls, Answered, Missed, First-time callers, Talk time, Avg talk Totals for the period, per Source and Campaign.
Leads, Clients, Deals won Business results. Leads come from calls turned into leads, clients are people whose record began after their call, deals won are closed deals of those leads and clients.
Download CSV Exports the table.

Numbers

Each official number has a Source (or Not tracked), a Campaign, a Website pool switch and Save. Add numbers first under Inbound routes.

Website

Item Meaning
Add website Enter a Name, Allowed domains and Visit lasts (minutes).
Script A Script to add before the closing body tag; press Copy. Then mark every phone number on your pages to swap.
New key Creates a new key; the old script stops working until you replace it.
Remove Stops showing numbers; calls already tagged keep their source.

One pool number serves one visitor at a time, so keep a few more pool numbers than your busy hour.

Tasks

Set up a call tracking number for a Facebook campaign

  1. Add a new official number under Inbound routes (for example +880 9600 000123, an example number) and send it to your sales queue.
  2. Open Call tracking, tab Numbers.
  3. For that number set Source to "Facebook" and Campaign to "Eid offer".
  4. Press Save.
  5. Put this number only in the Facebook ad.
  6. After a few days, open Report and compare Facebook with your other sources.

Show tracking numbers on your website

  1. Make at least three numbers Website pool numbers on the Numbers tab.
  2. On Website, press Add website, enter your domain and save.
  3. Copy the script and give it to your web developer to add before the closing body tag.
  4. Ask them to mark each phone number on the page that should be swapped.

Example scenario

Padma Net Support runs a Facebook ad with +880 9600 000123 (example) and a billboard with +880 9600 000124 (example). After a month the report shows the billboard produced 120 calls but 4 leads while Facebook produced 60 calls and 18 leads. They move budget to Facebook.

Tips

  • One number per source and campaign keeps the report clear.
  • Never reuse a tracked number in two places.
  • Set a short Visit lasts (for example 30 minutes) so pool numbers are released quickly.

Troubleshooting

Problem Fix
"No tracked calls in this period" Give a number a source on Numbers; calls count from then on.
"Add numbers under Inbound routes first." No official numbers exist yet.
Website shows no numbers "Add the website's domain so numbers are shown", and mark at least one pool number.
Pool runs out Add more pool numbers.