This article will give your a brief overview of the Flow Designer, how to access it, as well as some information on general views and navigation. For more advanced information on creating Flows please click the "Creating Flows" tab.
The Platform Flow Designer is bringing the back-end to the front-end, using the Flow Designer you are able to create dial-plans for almost any of your numbers and decide the routing rules which you wish to apply to them. The Flow Designer gives you access to create traditional routing rules such as Line Hunts, Overflows and Fail-overs whilst also giving you access to more advanced and powerful routing such as Location Based routing.
The Flow Designer is a free access tool available in the Platform, to access, login as per normal and it will be available on the left hand side as shown below, if you have issues viewing or accessing this, please contact the support team.
Creating and Listing Flows
It should be noted that flows will only display for the current project, if you have multiple projects then a flow will need to be created per project. If you have a large amount of flows to be created across multiple projects please contact the support team who will be able to assist with the creation.
To create a flow click 'NEW FLOW' in the top right hand corner of the screen, input a name and click 'create', this will take you into flow.
If you wish to change your flow name this can be done via the 3 dots on the main Flow Designer screen.
When entering the flow you will be given a menu on the left hand-side as well as some icons in the middle of the page, those on the right hand-side are your 'Actions', frequently referred to as 'Nodes' and in the center you have the current flow, this will start empty on new flows with the exception of 'Incoming Call' which is the start of your flow.
To navigate you can click and drag an empty space to move around the screen as shown below.
To zoom in or out use the buttons in the bottom right hand corner of the screen.
There are two ways to assign a flow, the first is by editing a number, the section is via the tick-box selection. The tick-boxes will allow you to select a large amount of numbers to apply your flow to whilst editing the numbers is a one by one process.
The Platform Call node will form the basis for most if not all dial-plans you create, whilst starting off as a very basic node it can be put to further advanced use in more complex plans and this article will take you few a few examples of their use cases.
As you may know by now the Call node starts with two basic fields, a number, input in E.164 format and a friendly name. Further numbers can be added by either using the Add button or by adding another node following the original.
Under 'More Options' however there is a lot more advanced tools to be utilized.
The call whisper is audio played back to the called party, meaning the person who answers the call will be the only one to hear the audio. Typical scenarios for a call whisper are when a business or organisation needs to separate and differentiate where the call is originating from.
Take the below flow for example, as this stands the recipient will receive a call onto their mobile but won't necessarily know it's a business call and may answer the phone in a more casual manner. In order to maintain business professionalism for their clients, a call whisper can be added which will inform the called party that the call is from their business line.
Now that we've uploaded an audio file, the called party will be able to hear the audio and answer the call in a manner that suits their needs.
Building on top of our knowledge of call whispers is the Call Screen. Call Screen gives a called party the whisper media but also with the ability to decline a call, this is useful when a single answer point is used in conjunction with multiple other nodes and fail-overs, don't want to take the call? Decline and have it fail-over to the next node or voicemail. Like the call whisper the same standards apply to call screens, it should be noted that when the media is being played, the caller will hear continuous ringing until the call is either answered or declined.
By default the ring timer is set as 'keep ringing' this is to allow a call to continuously ring until someone answers the phone or the call is hung-up. The keep ringing node is mainly used as a final endpoint for the call, 'Set A Time' on the other hand is used for when the node is one of many possible stops in the call flow.
This article will begin to educate you on the various tools available you have at your disposal in the Business 1300 Flow Designer, this page will serve as an overview for the nodes only, there will be a link in each relevant section for more information on advanced features.
To input a node you must click and drag from the left hand side actions bar onto an empty circle as below, this can be done before or after existing nodes.
The call node is the first and most basic of nodes, from here we can set our endpoints, these are the number/s you want to be called when your inbound number is called. Numbers are entered on the left with a custom friendly name input on the right.
There are more advanced features such as call whispers, line hunts, random calling, fail-over and ring timers which are available by clicking 'More Options'.
The play node is a very simple node which allows you to upload media files to be played to the caller, these can be simple intros and call recording messages to more complex advertisements and music.
Multiple files can be uploaded and as shown in the picture above you may have these files play in order or at random.
The Menu Node is your traditional IVR (Interactive Voice Response) callers will be introduced via an audio file of which includes instructions for the callers.
E.g. "Thanks for calling Business 1300, For Sales please Press 1, For Support please Press 2 or for all Other Inquiries please Press 3."
Once you have recorded your audio and uploaded the file in this node you will then be able to add options. Once you have added all of your options clicking save will generate the options as shown below:
There is further advanced options which add the ability to alter the timeout audio, the time given to the caller as well as the attempts.
The Time and Day node allows you to route callers depending on the time of day as well as which day of the week it is, an example of this would be the Business 1300 business hours which are:
7:00 AM to 6:00 PM AEST Monday to Friday
The Time and Day is what is called a conditional branch node, it relies on some basic logic to execute actions, similar to how a coding 'IF' statement would work. If the time matches the range/s given then go down the 'Match' route, if it doesn't match, go down the 'No Match' route.
Similar to the Time & Day Node the Date node allows you to do similar conditional based routing but instead of occurring on a weekly rotation this will only happen for specific dates and times. Using this action you are able to specify range/s this is useful if you wanted to have separate routing for public holidays, you can preset a plan for the public holiday so it automatically switches over during the ranges you have set.
Postcode routing also known as Postcode Prompting or 'PCP' is routing to specific locations based on a caller's postcode, this topic is quite complex so please get in touch with the client services team to learn more information call Business 1300 on 1300 00 1300.
Zone routing also known as Exchange Based Routing or 'EBR' is routing to specific locations based on a caller's exchange, this is another complex topic so please client services team to learn more information call Business 1300 on 1300 00 1300.
State routing also known as State Based Routing or 'SBR' is routing to specific locations based on a caller's state, this is somewhat similar to the other two location based routing nodes but is a bit simpler and does not require any data outside of what is configured in the platform.
Click and drag in the location node highlighted below and from there you can select the regions you wish to have a node for, note that you can have multiple regions assigned to the one output node to save time configuring each state. Also remember to make use of the 'No Match' this will route caller's whose location information cannot be found due to being set on anonymous or from international calls.
Once the node is in place further regions can be added by simply editing the node and clicking 'Add' as required:
The Menu node (also known as an IVR - Interactive Voice Response) is used in order to allow callers to automatically sort themselves into the right call queues without needing human assistance. This is something all business from large to small will want to have, whether it's to assist you with sorting callers or reporting the IVR is valuable tool to have.
So the menu node starts us off with a couple of required options, namely the Audio (required) and a single Key (also required). The Audio is what is played back to the callers as they reach the IVR, the key is the button they will need to press on their handset to go down the relevant path. To fulfill both of these conditions we need to know how we want the calls to be handled, since we have audio at the start of the call we are best off putting in a welcome message to the business as best practice:
"Hi, Welcome to Business 1300, so that we can help direct your call please choose from the following options"
Now that we have a simple intro the next part is fairly customizable, the message played to the caller can be anything from ring group names to locations to names of people:
"For Sales, Please Press 1"
"For Support, Please Press 2"
"If you are calling from the Brisbane CBD, Please Press 1"
"If you are calling from New South Wales, Please Press 2"
Remember to keep these options short and succinct, especially if there is more than a couple of options, if a caller misses an option they will not want to sit through the entire recording again. Once you have added the relevant options in, added your audio file and clicked save you should see the branches populate similar to the below:
Question: What if my IVR is going to have more than 12 options (0-9, *, #)?
Answer: If your IVR is going to exceed this many options it may be worth considering automated routing in the form of a location based setup, these offer many more routing options based on a client's location. With that recommendation out of the way, you can technically have unlimited IVR options, to do this you will need to add an IVR after your first IVR, something like the below:
"For Sales Press 1"|_"For New Customers Press 1"
|_"For Existing Customers Press 2"
"For Support Press 2"
|_"For Provisioning Press 1"
|_"For Technical Support Press 2"
We offer voicemail in the form of voice to email. The voicemail will be attached to an email sent to a customer specified email address.
Introduction Media
The "Default Introduction Audio" is a generic voicemail introduction:
"I'm sorry but we're unable to take your call, please leave your name, number and a short message and we will get back to you as soon as possible"
"Custom Introduction Media" is where you are able to upload personalised voicemail messages (mp3)
To.
The Voicemail can be sent to a single or multiple recipients.
Subject
The Voicemail can have a specific subject line
Voicemail Timeout
This is the length of time in seconds that the caller has to record their message.
Points to Note:
The Voicemail will start recording after the introduction media ends.
When utilising Custom Introduction Media a beep must be appended to the end of the message.
If the caller stops speaking for an extended period the call will end.
The voicemail email attachment will be in MP3 format.
On different nodes (Menu, Media, Voicemail etc) you are able to upload your own audio files into the platform. Audio file restrictions are as follows:
Audio files can be downloaded or played back in the flow designer section, click on the node and you should see an audio player. To download your files click on the 3 dots and click 'Download'.
This article will give your a brief overview of the Scheduled Call Reports, how to access it, as well as some examples of the reports.
Scheduled Call Reports are Reports about your calls that can be sent to your email address at selected intervals (Daily, Weekly or Monthly). We have a few types of reports that can be generated and sent to you:
The Scheduled Call Reports can be accessed and setup in the Platform.
Login in to the Platform.
Under the heading Call Tracking on the left side, select Scheduled Call Reports
Click New Schedule button in the top right corner.
Select the Project, Frequency of the Report (Daily, Weekly, Monthly), Select Call Report Type
Key in recipient Email address and click Create
Dialled Number
Endpoint Number
Caller Location
Daily Intervals
Call Table
Static and Dynamic Tracking, what is the difference and which type of number do I need?
Static call tracking is the traditional form of tracking, you may also know this as single channel based tracking. Essentially the idea behind these numbers is that you use a number for each source of traffic e.g.
The advantages of static based tracking are:
Disadvantages of static tracking:
Altogether Static tracking should still make up a good bulk of your call tracking portfolio, it's versatility and flexibility allows it to be used to report on most if not all inbound calls into a business whether they are calls to a 13 number or calls to a GEO number all calls can be tracked, recorded and analysed.
Dynamic call tracking is the gap bridges into today's marketing intelligence, it comprises of a clever mix of telecommunications services and software to mesh traditional online analytics into a whole new solution. This new solution includes software, or what we have dubbed the 'dynamic tracking code' onto your website to dynamically assign phone numbers to match to a user's session.
Once the dynamic tracking code is installed onto your website user's will then be assigned a unique session ID, when they are assigned this session ID they are displayed a number out of a pool of numbers we will provision for your account. When that user makes a call, our system is able to associate the session ID to the number called, it should be noted that there is a lot of other factors that assist with the matching of sessions to numbers however this is just a very high level overview.
What are the benefits of dynamic tracking vs traditional tracking?
Disadvantages of Dynamic Tracking
It should be noted that the amount of numbers required in a dynamic number pool depends on certain visitor statistics to your website, the stats required can be found in Analytics and the required numbers can be provisioned with the help of one of our staff, periodic reviews of your traffic should also be done at a time which suits in order to make sure tracking is as accurate as possible.
<script type="text/javascript">
var _ctq = _ctq || [];
_ctq.push(['setSiteId', Site ID]);
_ctq.push(['requires', [Group 1, Group 2, ..]]);
// Insert calls to replacement methods here
_ctq.push(['trackPageView']);
(function() {
var wca = document.createElement('script'); wca.type = 'text/javascript'; wca.async = !0;
wca.src = "//web-call-analytics.com/wca.js";
var s = document.getElementsByTagName('script')[0]; s.parentNode.insertBefore(wca, s);
})();
</script>Calls to replacement methods (described in the Methods section) must be inserted into this tracking script to enable number switching.
This article will explain what UTM Tags are, how to use them effectively and best some practices.
UTM is short for Urchin Tracking Module Google acquired Urchin Software in 2005, resulting in the creation of Google Analytics.
There are five UTM parameters (three are required):
Most people read their email using an email client (mobile or desktop). Any link they click on these clients will not have Referrer information set. It therefore makes sense to use UTM parameters in your email campaigns. Also UTM parameters allow you to measure them in much greater detail.
There are thousands of social sharing apps out there. It's very likely that anyone clicking on a shared link will not have a referrer set when they visit your website. Adding UTM parameters to any URL you share is a good way to make sure you know where these clicks are coming from.
For no tag manager, place the tracking script in the <head> of the HTML. This will ensure the dynamic numbers switch across faster.
In Google Tag Manager, configure a new tag of type Custom HTML Tag and paste the entire script, including the <script> tags, in the HTML field. Set the script to run on every page.
For other tag managers, configure the tracking script to execute as soon as possible.
The example below is applicable to a website with one number group. The tracking script will replace the main number that is prominently displayed in the header, and then find all other occurrences of the main number (that might exist in text, footers, etc), with the dynamic number. In this example the main number that will be replaced is 1300 012 345, the phone number in the header is wrapped in an element with ID header-phone, and the name of the number group is main.phoneNumber. While the call to replaceById is not required, it improves the speed of number switching to the extent where the user often cannot notice number switching occurring at all, which works to improve the user experience.
<script type="text/javascript">
var _ctq = _ctq || [];
_ctq.push(['setSiteId', 'FD-01234567']);
_ctq.push(['requires', ['main.phoneNumber']]);
_ctq.push(['replaceById', 'header-phone', 'main.phoneNumber', '#### ### ###']);
_ctq.push(['replaceText', /1300\s?012\s?345/g, 'main.phoneNumber', '#### ### ###']);
_ctq.push(['trackPageView']);
(function() {
var wca = document.createElement('script'); wca.type = 'text/javascript'; wca.async = !0;
wca.src = "//web-call-analytics.com/wca.js";
var s = document.getElementsByTagName('script')[0]; s.parentNode.insertBefore(wca, s);
})();
</script>Configuring the Business 1300 dynamic tracking product requires two primary steps:
This document is primarily concerned with the setup of the tracking script (Step 2).
Each website can have one or more number groups. A number group is a pool of one or more dynamic numbers which are configured with different telephony.
As an example, a website might list two numbers: a sales number; and a support number. The sales number might call to the sales department directly, while the support number might call to an IVR prompt to direct the call to the appropriate support department. In this case, the website would be configured with two number groups and the tracking script would be instructed to replace the sales and support number on the website with a dynamic number from the sales and support number groups respectively.
In many scenarios there is simply one number group. The name of the default number group is usually 'main.phoneNumber'.
Static numbers are fixed numbers that do not rotate. These types of numbers are typically used to track offline advertising. It is also common to use static numbers on websites that list many phone numbers for multiple office locations. Static numbers do not need to be configured in the tracking script.
We are able to send events into Google Analytics Universal for calls to static/offline phone numbers. Google Analytics Classic is not supported.
Once properly configured, phone call goal completions are shown under a new channel Static Call Tracking. The source, medium, campaign and content tags associated with the static number are also pushed into Google Analytics. The landing page against the event is /static-call-tracking/PHONE NUMBER.
Please follow the steps below to start tracking static call conversions in Google Analytics Universal.
Contact us to enable Google Analytics for Static Numbers against your account.
If you haven't already created a Call Tracking Goal, you must do that now.
Next you need to modify the Default Channel Grouping in Google Analytics Universal. Log in to your Google Analytics account.
Click on the Admin along the top of the page.
Three columns will appear. In the far right column (View) click on Channel Settings. Then click Channel Grouping.
By default you should have one channel grouping called Default Channel Grouping. Click on its name to edit this channel grouping.
Now you will need to define a new channel. Click on Define a new channel.
Configure the new channel as per the image below. Then click Done and Save. Please note it can take Google Analytics up to 24 hours for the changes to take effect and be visible in the reports.
Once Google has updated and you have received calls on your static numbers, you will see the static call tracking data in your account. To view this click on the Reporting tab in the top left of the screen.
In the menu on the left, click Acquisition -> Overview.
You should now see an overview of all the Top Channels, including the newly created Static Call Tracking.
You can also drill down further to see the source, medium and campaign defined against the numbers in our system. To do this click on Static Call Tracking.
Now set your Primary Dimension to Campaign and your Secondary dimension to Source / Medium.
DoubleClick integration sends custom goal conversions into DoubleClick against the respective ad click.
DoubleClick integration must be enabled by Business 1300. Please send an email requesting DoubleClick to be enabled through to support@business1300.com.au
When enabled, to finalise the setup you must click on Enable DoubleClick in the Business 1300 reporting platform and authenticate with Google using an account with full permission to the DoubleClick account. This will provide Business 1300 with permission to send call data to your DoubleClick account (via OAuth2 authentication).
Log in to our reporting platform and click Activate DoubleClick on the home tab.
Authorise us by logging in with the Google account that is linked to your DoubleClick account. Once this is activated, you will be returned to the reporting portal
Once once completed, you will need to create a Floodlight Activity in DoubleClick.
Create a Floodlight Activity Group and use the below details:
Under this new floodlight activity group, create a new flood activity, with:
You can then use this Floodlight Activity Group throughout the reports.
The Business 1300 tracking script and server are configured to automatically send goal completions to Optimizely where it detects Optimizely being used on the website. The catch these goal conversions in Optimizely, create a custom goal in Optimizely to catch the event fd_call.
If you use URL redirect experiments, you must add the following JavaScript directly before the Optimizely script in the HTML. If you do not do this, the referrer information is lost and you will be unable to report on traffic sources and traffic types if the redirect experiment is the user landing page.
<script type="text/javascript">window['s'] = {};</script>Please note: this is not compatible with SiteCatalyst.
Log in to your Optimizely account and select the experiment are running.
In the Experiment Details window on the right hand side of the screen scroll to the goals section and click Edit.
If you experiment hasn't started running click on the Create a New Goal button and move onto Step 6. If your experiment is currently running click on go to the editor and continue to Step 4.
Click on the Set Up Goals button in the top right hand side of the page.
In the window that opens click the Create a New Goal button.
Enter a goal name, we suggest Phone Call. Change the What to Track drop down to Custom events. And in the Custom Event to track field enter fd_call and click Save.
Log in to your Optimizely account and select the experiment are running.
In the Experiment Details window on the right hand side of the screen click the Results button.
Scroll down until you see the Phone Call goal.
Log in to Google Tag Manager, select your account, and on the Container page click on the New Tag button at the top.
Name your tag Business 1300 and click on the Custom HTML Tag button.
Copy and paste the script that we sent to you into the text box.
Click Continue.
We want the tag to gather data from all the pages on your website, so click All Pages and then click Create Tag.
You have now added the Business 1300 tracking script to your website through Google Tag Manager.
Log in to our reporting platform and click Activate Google AdWords on the home tab.
Authorise us by logging in with a Google account that is linked to your AdWords account. Once this is activated, you will be returned to the reporting portal and asked to select your AdWords account. Select the account that relates to the website you wish to active and click the Finish button.
Log into AdWords and click on the Campaigns tab on the left hand side bar.
Step 2
Click on Columns then click on Modify Columns.
Step 3
Click on Custom Columns and click New Column.
Label your Column, add the conversion metric
In the pop-up window that opens, name the column Calls and in the Metric drop down list select Conversions -> Conversions.
Click the triangle to the left of Conversions. Then click the button to add Conversion name to the Selected segment area.
In the Selected segment area tick the box next to Call Tracking and then click Save.
Click on the + Column button to add a new column.
In the pop-up window that opens, name the column Cost/Call and in the Metric drop down list select Conversions -> Cost / conv.
Click the triangle to the left of Conversions. Then click the button to add Conversion name to the Selected segment area.
In the Selected segment area tick the box next to Call Tracking and then click Save.
Add one final column by clicking on the + Column button.
In the pop-up window that opens, name the column Call % and in the Metric drop down list select Conversions -> Conv. rate
Click the triangle to the left of Conversions. Then click the button to add Conversion name to the Selected segment area.
In the Selected segment area tick the box next to Call Tracking and then click Save.
Finally make sure that all of the new columns have been added to the list on the right to ensure they will be added to your table. If not click on the >> next to the columns that are missing. Click Apply to add these new columns.
You should now see your new columns added to the end of your data table.
The Google Analytics integration is performed server-side and is compatible with both Classic and Universal Analytics. Only one Google Analytics tracking code can be used per website, and the tracking code must be pre-configured in the Business 1300 system (usually pre-configured during provisioning by inspection of the website network requests).
If you have changed your Analytics ID and need to update this or you wish to check what Analytics ID is linked to your site/project, please call Business 1300 on 1300 00 1300.
The integration sends real-time events into Google Analytics at the end of each phone call. The events are linked to each visitor's session and hence report correctly across the Google Analytics platform.
The common properties of each event that appears in Google Analytics are:
(a string of name/value pairs describing attributes of the call)It is recommended that at least one goal is configured in Google Analytics. The goal should be an event based goal filtering on the Event Category and Event Action as described above.
Log into your Google Analytics account and click Admin at the bottom left hand side of the page.
Step 2
Three columns will appear. In the far right column click on Goals.
Then click + New Goal button.
There are many different types of goals you can set up. For call tracking you will need to select Custom and click Continue.
Name your goal Phone Call and set the type to Event. Click Continue.
Set the Category to Equals to and type Call Tracking in the text box. Save the goal and it will start recording data straight away.
If you wish to split out the goals you can do this by specifying a label as per below:
Once you have set up your call tracking goal you will need to be able to view the corresponding data.
Click on Conversions on the left hand side, then select, Goals, then select Overview.
Select the date range you wish to report on via the date selector in the top right of the page.
To view only data from your Phone Call Goal select the goal from the drop down menu under Goal Options.
You will now only be shown data relating to your phone calls. You will be shown the number of calls, what web page the customer was on when they called and how the customer got to your website (organic, AdWords etc.).
