This is a quick guide to Contact Cloud for developers who may not be familiar with the product, along with additional supporting information.
TRACKING CODE (OR “TRACKING SCRIPT”)
The code/script/snippet that needs to be installed on the site is the following:
<script async src=”//account_number.tctm.co/t.js”></script>
The account_number is replaced with the Contact Cloud account number. Each Contact Cloud account has its own account number. Using the code for the wrong account will cause number swapping and visitor tracking to not work as expected.
The code should be installed in the head (between the <head></head> tags) of all of the pages of the website.
Although the code can technically be anywhere or loaded via a tag manager, it works best when it is in the head.
Because of the async attribute, our code will not block the loading of the rest of the page.
Do not copy the resulting code and try to embed or load it from another site. The code is dynamic. Changes made to tracking number, tracking sources, and target numbers on the Contact Cloud platform may cause the code to change at some point to reflect the new configuration. A copy of the code will not be dynamically updated, and as a result number swapping will not work as expected.
API
The Contact Cloud Postman API Documentation can be found here
https://documenter.getpostman.com/view/12170877/T1Dqfwmr?version=latest
GLOSSARY
Activity Logs: The logs or area of the application where users can see information about calls, forms, text messages and chats. The activity logs include Call Log, Form Log, Chat Log and Text Log.
Receiving Number: In Contact Cloud, the receiving number is a phone number that may be called by the system; you can also refer to this as a forwarding number. A receiving number may be configured as a direct route from a tracking number, or it may be a number called from a call queue.
Route: A route determines how a call is handled. A tracking number may be configured to go directly to a receiving number, an IVR/voice menu, a SmartRouter, a GeoRouter, or a call queue.
Softphone: Instead of routing calls through the Public Switched Telephone Network (PSTN), it’s possible for users to use the Softphone to accept inbound calls and make outbound calls. A user needs only a computer and headset with a microphone to use the Softphone.
Target Number: A target number is the phone number the tracking code looks for on the website. If the tracking code finds a target number, it will then determine the tracking source and therefore the tracking number that should be displayed for the visitor to the website when Dynamic Number Insertion is activated.
Tracking Number: A tracking number is any number that is purchased and managed within Contact Cloud. These numbers can be used as DID numbers for agents, numbers that get associated with marketing campaigns, numbers are dynamically swapped on the website (for onsite numbers) or used on printed material, emails, TV, or radio ads (for offsite numbers) or for any other use case.
When a caller calls a tracking number, Contact Cloud is able to “track” the source of the caller and other relevant information. In the case of a dynamically swapped number, information about the website visitor can also be collected, such as referring URL, landing URL, utm parameters, etc.
Tracking Code/Script: The tracking code or tracking script is the code that is placed on a website to enable dynamic swapping and visitor tracking.