How Does Call Tracking Work Part 2 of 2
This portion of the article, How Does Call Tracking Work Part 2 of 2, is about call tracking metrics and setups. It also contains a recap of the article in full.
Once the call has gone through the phone system it is then forwarded out to the client who is paying for the service. This call transfer all happened seamlessly in seconds without the caller noticing a thing. The call then gets answered by the client and the conversation takes place with the system listening in and recording the call. The system must play a recording notice to be in compliance with the law. Once the call is complete the system will report all the call information and the call recording to the online user interface and to the relevant reports. This is the key milestone in the process because the customer is looking for this call data to provide valuable ROI metrics.
Call tracking works on multiple setups.
- A TDM setup operates on standard digital phone T1 circuits.
- A VoIP setup is run by sending phone call packets via the internet and is not plugged into the PSTN (public switched telephone network) directly.
- A new type of system emerging is a phone system with a VoIP software backbone but with a direct fiber optic connection into the phone company. This type of hybrid system has all the benefits of a VoIP system with all the new features that VoIP provides but none of the poor call quality that VoIP tends to offer.
To recap, the incoming call passes through the phone company through a special call tracking phone system and then is seamlessly transferred to the client. The phone conversation takes place and when the call is done there is lots of valuable data, phone call analytics, and a call recording for the client to analyze.