Call tracking for Marketing

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I have a client that uses CallSource to track what line was called. So for instance they put a marketing ad in the newspaper with a phone number provided by CallSource and that number forwards to their main. When the phone is picked up the hear a "whisper" that says newspaper. They then record this info as they answer the call. Since moving to RingCentral from a standard phone service they don't receive the call introduction.

The issue seems to be that when CallSource transfers the number to RingCentral it is seen as an answered call so the call introduction takes place prior to it reaching the agent answering the phone. The only option CallSource has is to play it at the end of the call. The issue with that is in today world people don't always hang their phone up and rely on the other end to disconnect the call. So if the customer doesn't hang up on their end the agent has to and will never receive the whisper.

Has anyone had this issue before or have a better solution?

Thanks,

Ashley
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Ashley Riner

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Posted 2 years ago

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Jan Ferguson, Channel Partner, Champion

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Ashley,

I have never used CallSource but this capability is available from RingCentral without having to use CallSource. Having said the above, from your original message it appears that all CallSource does is route the call to the main number with the "whisper". They do not, and correct me if I am wrong, do any tallying of the calls.

You can do that now with Advanced Calling Rules, virtual extensions and Incoming Call Information.

You can purchase a RingCentral additional number for $4.99 per month (which I'm sure is less than the cost of the CallSource subscription). Use that number for one type of marketing.

Then set up a virtual extension (no cost to you with a RingCentral Office Plan) for each Marketing number. Set the name of the extension as the marketing type you wish to track (i.e., Newspaper). Then in the Call Handling & Forwarding section of the virtual extension, go to the Incoming Call Information sub heading. At the bottom of the selection you will see a checkbox control which will allow you to Include mailbox name in announcement. You will want to check that option (see the screen shot below).

Then, set up an Advanced Calling Rule that will transfer the main number used for that marketing type to the virtual extension you named for the same marketing type.

When the call is answered by the call taker, it will announce to them (not the caller), this type of message: "Newspaper, you have a caller. Press 1 to answer the call, press 2 to decline the call."

The call taker can then record this info for marketing purposes. I currently use this with two different marketing types for my own business and it works like a charm.

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Jan Ferguson, Channel Partner, Champion

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Ashley,

After I posted the above I tried to find out all I could on CallSource. I do stand corrected as far the tallying of the calls, etc. It turns out they do create reports and the like.

It would depend on how much they spend for CallSource and the number of campaigns they run versus the the solution I described above.

They could still use CallSource and use my solution above, using a different "Main Number" for each type of marketing source, again depending on how many they use.

Just thinking outside the box.