How does Delacon define a repeat call?

Our call tracking solution recognizes repeat callers based on their IP Address as well as their Caller ID. In most scenarios, if the caller makes another phone call to the tracking number after their initial call, they will be marked as a repeat caller. Repeat callers will be marked with the letter ‘R’ in the ‘converted’ column in the Detailed Call Log. 

Below are common scenarios for marking a call as a new or repeat call: 

Base Scenario: Caller 123 visits the website and calls tracking number 123 from IP address 123 for the first time. This call will be marked as a new call.

Scenario 1: Caller 123, after their first call, does not visit the website again and places a call to tracking number 123. This call will be marked as a repeat call and we will attach the previous web session from the base scenario to this call to show the original point of entry. Otherwise this call would be an offline call with no web session information. The call is determined as a repeat call based on the same Caller ID.

Scenario 2: Caller 123 visits the website again and calls tracking number 123 from IP address 123 (same as base scenario) - This call will be marked as a repeat call and we will attach the original web session from Scenario 1 to this call to show their original point of entry to the website. This call is determined as repeat call based on the same IP address and Caller ID.

Scenario 2a: Caller 123 visits the website again and calls tracking number 123 from IP address 124. Note, this IP address is similar to the one from the base scenario (only last few digits differ but come from the same range used by the caller) - This call will be marked as a repeat call and we will attach the previous web session from Scenario 1 to this call. This call is determined as repeat call based on the similar IP address and same Caller ID.

Scenario 3: Caller 123 visits the website again and calls tracking number 123 but uses a different IP address 456 compared to Scenario 1 - This call will be marked as a new call with new web session information.

Scenario 4: Caller 123 visits the website again from IP address 123 but this time calls tracking number 456.  - This call will be marked as a new call as the call was placed to another tracking number.

You have the option to customise the time window in which we will mark a call as repeat based on IP address and caller ID. After the time window has elapsed, any of the above scenarios will result in a new call. More info can be found here.

Please note, repeat call categorisation only applies to online calls. All calls placed to an offline number (eg. Call Extension, GMB, EDM) are always classed a new and unique calls.