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      Convirza Quick Start Guide

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      First things first, let us get you logged in. Convirza has developed several different software applications. It is important that you use the correct login screen for the platform you will be using. 

      To login to your Convirza account, please follow these steps: 

      1. Navigate to www.convirza.com 
      2. Select the User Login link in the upper banner of the home page
      3. 3. Hover over Convirza CFA and click the Login to CFA button 
      4. Note: The direct login URL for Convirza for Advertisers is:  
        https://cfa.convirza.com/#/login 
      5. Enter your Username and Password 
      6. Click “Login” 

      Recover Forgotten Password

      If you have forgotten your password, you can use the “Forgot password?” link on the login page. It will send you an email that will have instructions for resetting your password. 

      Change Your Timezone

      Once you log in for the first time, we suggest validating and/or changing your user displayed time zone. All the data will be displayed in the time zone that is selected.  The default time zone for all new users is Eastern (ET). 

      To change your user time zone, please follow these steps: 

      1. Hover over your name in the upper right-hand corner. 
      2. Click the “Edit Profile” option. 
      3. Select your time zone from the dropdown menu for Time Zone. 
      4. Click “Save” when done. 

      Group Default Settings

      To help customers quickly and easily configure Tracking Number, we have accommodated the settings for the same in Group Default Settings. 

      To set up group default settings, please follow these steps: 

      1. From the left-hand menu, select “Group and User”. 
      2. Select the “Group Details” section. Fill out the information about the group in the given fields. 
        • Name: Name of the group/sub-group. 
        • External ID: An ID that will help to recognize the group/sub-group in the reports. 
        • Industry: The industry name of the customer. 
        • Phone: Phone number of the customer. 
        • City: Name of the city. 
        • State/Province: Name of the State or province. 
        • Zip/Postal Code: The zip or postal code 

        Click on the “Save Group Details” button.

      3. Select the “Feature Settings” section
        Fill out the following fields on the page.
        • Conversation Analytics® Call Analysis: Will be available as an addon in the subscription. It can be enabled/disabled as per the requirement.
        • Spam Guard Protection: This Will be available as an addon in the subscription.  It can be enabled/disabled as per the requirement. 
        • Share DNI (Website Call Tracking) code with Sub-Groups: It can be enabled / disabled as per the requirement.
          Click on the “Save” button.
      4. Select the “Tracking Number Settings” section
        Fill out the tracking number details.
        • Call Value 
        • Repeat Interval (in hours) 
        • Activate Voicemail? 
        • Voicemail 
        • Configure Voicemail Greetings 
        • Overflow 
        • Record Call 
        • Play a voice prompt 
        • Play whisper message before connecting 
        • Ring-to Phone Number 
        • Dynamic Number 
        • Instant Insights

        All of the above points are covered in detail in the advanced tracking number settings page in the Tracking Number section 

        Click on the “Save” button.

      5. Select the “Custom Sources” section.
        Up to 5 custom sources can be added as per the requirement. 
        Click on the “Save” button.
      6. Select the “Call Actions Settings” section.
        Use the Call Actions builder to create your conditions.
        6 Types of Call Actions can be set.
        Click on the “Save” button.
      7. Select the “Sub-groups” section.
        Click on the “Add Sub-group” button to create a new sub-group.
        A list of existing sub-groups is present in this section. 
        Click on the “Select”, “Edit” and “Delete” buttons in order to carry out the operations.
        Click on the “Save” button.
      8. Select the “Users” section. 
        Click on the “Add Users” button to create a new user. 
        Select the role of the user from the drop-down menu 
                     1.  Admin
                     2.  Standard 
                     3.  Read-only 
                     4.  Identified only (Scorecard Subscription required) 
        Click on the “Save” button.

      The settings for these features will be inherited for all new Tracking Numbers added under that group. 

      The already existing Tracking Numbers will remain as it is if they were created before the group default settings were applied.

      Add Groups and Users

      One of the core features of Convirza for Advertisers is the flexible data access model. By creating subgroups, users, and campaigns, you will be able to, organize your data, grant others access, and fully control user permissions. 

      Sub-Groups 

      Group is a way to group and organize the data. Each group will have its own settings for Dynamic Number Insertion and Google Analytics Integration (when included in your subscription). As a rule, you should only create a subgroup if that group has its own website. 

      You can create as many subgroups as you would like, however you are limited to creating two levels of subgroups. 

      To set up a subgroup, please follow these steps: 

      1. From the left-hand menu, select “Group & User”. At this point, you may want to verify that the information under “Group Details” for your current group is correct. If not, you may edit and click “Save Group Details” when done. 2. Scroll down to the “Sub-Groups” section. 
      2. Select “Add Sub-Group”. Several fields will appear. 
      3. Fill out your Group details. Group Name and Industry are mandatory for every subgroup. External Id, Phone, City, State, and Zip are optional. OUID (Organizational Unit Identifier) will automatically populate once you save a subgroup. 
      4. Click “Save” when done.

      The Breadcrumb

      Once at least one subgroup has been created, you will want to use the breadcrumb at the top of every page to apply settings (campaigns, tracking number, integrations, etc.) to that sub-group. The breadcrumb will be present on all pages that have settings that are tied to your subgroups. The reports section does show the results adhering to the breadcrumb. You should use filters to narrow down results on reports. 

      To select a group in the breadcrumb, and apply settings to it, please follow these steps: 

      • Select the company name i.e. the first level in the breadcrumb. All second-level subgroups will appear in the second list box. 
      • Select the name of the subgroup to apply settings to. If the second level subgroup also contains sub-groups, repeat this step for third level sub-groups. The search box can be used to narrow down the results for the sub-groups list.
      • Click on "Apply". 

      Users

      Specific users can be granted access to the data by adding individuals as users. As Convirza keeps extensive user activity logs, it is not recommended to share logins. Every user should have their own login. 

      There are 4 user role types available. Each of the role types has varying permissions.

      User Roles 

      1. Admin: Admin users can view and manage all settings (Groups, Users, Campaigns, Tracking Number, Call Actions, Integrations, etc.) for their group level and below. Admins will need access to the Groups they wish to see data in their reports for.
      2. Standard: Standard users can manage Campaigns, Tracking Numbers, and Call Actions when they are the Campaign “Owner”. They will only be able to view data for groups they have access to. They will also be able to manage their user profile. Standard users will not be able to manage Groups, Users, or other settings.
      3. Read-only: Read-only users will be able to view data for groups they have access to.  They will also be able to manage their user profile.
      4. Identified-only: Identified-only is a user role that is available only for customers with a Manual Scorecard add-on. They will only be able to view and review the calls assigned to them. Users can be assigned to calls from a group of which they are not a part. E.g.  There are some calls in sub-group A that are assigned to a new user. This new user is an identified user for sub-group A.

        User Roles  
        To set up a user, please follow these steps:
      1. From the left-hand menu, select “Group & User”. If you would like the user on a subgroup, make sure to select that subgroup from the breadcrumb before moving on to step 2. 
      2. Scroll down to the “Users” section. 
      3. Select “Add User” and several fields will be displayed. 
      4. Fill out your user details. First Name, Last Name, Email, and Role are mandatory. The status will by default be “Active”. 
      5. Click on “Save” when done. 

      Add Campaigns and Tracking Number 

      Campaigns and Tracking Numbers have been built to support the functionality of managing the various types of campaigns run by the clients in the real world and to track these campaigns tracking numbers are used. 

      Campaigns 

      Like Groups, Campaigns are another way to organize data. Within a campaign, you will be able to create as many Tracking Numbers as you would like. Similar to the real-world application of a campaign, this feature is used to actively track all the advertisements running on phone calls. 

      To set up a Campaign, please follow these steps: 

      1. From the left-hand menu, select “Campaign & Tracking Number”, If you would like the campaign associated with a subgroup, be sure to select that sub-group from the breadcrumb before moving on to step 2. 
      2. Select “Add a Campaign”. This will open the Campaign Builder page.
      3. Fill out your Campaign details.

      Following are the Campaign Details: 

      Campaign Name: Campaign name is a mandatory field while creating a campaign. 

      Active: By default, it will be set to “YES”. This will automatically change to “NO” if the Campaign Start Date and Time are set to a future date and time and also when the end date has passed. 

      Campaign ID (optional): It can be used for reference, integrations, etc. The Campaign ID  is available in all reports, webhooks, and the API. 

      Campaign Owner: The default Campaign Owner will be the user that creates the campaign. The Campaign Owner can be changed to a Standard user so that he will be able to manage the Campaign. Note: There can only be one owner of a campaign.  Admin can be an owner, but do not have to be. Admins will be able to manage campaigns by default. 

      Start Date and Time: The Date and Time on which the Campaign has been created will be the default start date and time. Campaign and associated Tracking Numbers will not be active until the Start Date and Time. 

      End Date and Time (optional): The End date and time will by default be set to never.  Setting an End Date and Time will deactivate the Campaign and associated Tracking Numbers on that date. 

      End of Campaign: There are two cases when a campaign ends: 

      1. Referral (when included in your subscription plan): Referral will play a message to the caller of a campaign that has ended and prompts them to call the route to number. This message will play for 30 days after the campaign ends. The following message “The number you have dialed is no longer in service, the call would be taken by 3852502145” is played. 
      2. Normal (part of a subscription): The campaign becomes inactive once the campaign ends. All the tracking numbers created under that campaign will also become inactive. 

      Click “Save Campaign Details” when done.

      Tracking Number

      Once a Campaign is created, you can create the Tracking Number/Numbers. Convirza for Advertisers offers 8 tracking number routing options: 

      1. Forwarding to a Phone Number 
      2. Interactive Voice Response (IVR) 
      3. GeoRoute to a Location 
      4. Based on Percentage 
      5. Send Directly to Voicemail 
      6. Outbound 
      7. Follow a Schedule 
      8. Hang-up 

      To set up a Tracking Number, please follow these steps: 

      1. From the left-hand menu, select “Campaign & Tracking Number” If you would like the Tracking Number associated with a subgroup, please make sure to select that subgroup from the breadcrumb before moving on to Step 2. 
      2. Fill in all the campaign details and click on “Save Campaign Details” to save the information. 
      3. After saving the campaign details click on the “Add Tracking Number” button. 
      4. Add Tracking Number section consists of the following
        ○ Configure Number
        ○ Configure Routing Options
        ○ Advanced Tracking Number Settings
                             ■ Advanced Settings
                             ■ Dynamic Number
                             ■ Instant Insights
      5. Fill out your tracking number settings and click Save. 

        Following are the Feature Descriptions for a Tracking Number: 

        A) Configure Number 
        • Single Number: Single number is used for a single toll-free or local tracking number.  Convirza has an extensive inventory, from here toll-free and local numbers can be chosen.
        • Number Pool: A number pool is used when there is a requirement for a number pool for Session Dynamic Number Insertion (DNI). For more information on Session DNI, please review the Session DNI Quick Start Guide.
        • Reserved Number: Reserved numbers are the numbers reserved by a particular customer to be used in the future. This includes all ported, True 800, Vanity, and Repeater numbers.
        • NPA-NXX (Area Code): “NPA” stands for Number Plan Area, commonly called Area Code. “NXX” refers to the three digits of a phone number immediately following the area code, also called the “exchange” or the “Central Switching Office Designation. In the number (555) 222-3333, the NPA is “555” and the NXX is “222”.
        • Tracking Number: The tracking number is the unique toll-free, premium or local number on which the customer will call.
        • Active: Active is the toggle if set, then by default it will take the start date and time when the campaign was created. If this toggle is set to “NO” the Start Date, Time and  End Date will be disabled.
        • Spam Guard: Spam Guard is a feature that does not allow the calls coming from a spam caller id to enter into the system. It can be turned ON/OFF. This option is also available on the group default setting and once turned ON/OFF on the group default setting this setting is applicable for all the new tracking numbers created under the group.
        • Tracking Number Name: The tracking number name is an identifier for each tracking number. This will appear in all reports and help in recognizing the number.
        • Ad Source: Ad source is required for every tracking number. It is used to determine how the number is being used. Ad Source will appear in the reports. 
        B) Configure Routing Options

        Route Calls by: 

        Forwarding to a Phone Number: Forwarding to a phone number is the most common Tracking Number route Type. The system will simply forward the call to the ring-to number specified by the user. 


        Interactive Voice Response (IVR): The system provides the configuration of multi-levels of IVR with options when a call is placed on the tracking number. It allows callers to reach appropriate departments or persons easily and directly. 

        GeoRoute to a Location: Georoute to a location is best used when a customer has multiple locations that he would like to route calls to. To use this type a locations list should be created first under Settings > Customization > Georoute. 

        1. Area Code Proximity: The calls will be routed to the location nearest to the caller’s NPA-NXX 
        2. Zip Code Proximity: The calls will be routed to the location nearest to the caller’s Zip Code 
        3. Claimed Zip Code: The calls will be routed to the location with claimed zip code nearest to the Caller’s Zip Code 
        4. Claimed State: The calls will be routed to the location with claimed State nearest to the Caller’s NPA-NXX. 

        Based on Percentage: Based on Percentage routing type allows forwarding calls based on which forwarding number should receive what percentage of calls. This feature allows the call volume to be adjusted based on the number of agents. For example, 50% of calls should go to Agent A, while the remaining 50% should be directed to Agent B. 

        Send Directly to Voicemail: By configuring a Tracking Number to be directly sent to voicemail, the caller can leave a message when agents are not available to answer the call.

        Outbound: The outbound route allows agents to make outbound calls to their leads, prospects and customers. The user can set a 4-digit authentication pin for making outbound calls. The authentication pin is not mandatory to set. 

        Follow a Schedule: Follow a Schedule route type gives the users the ability to route calls to different ring-to numbers based on the time of day and/or day of the week.  Schedules can be set for different times of the day and different days of the week. 

        Hangup: Hang-up route type simply hangs up the call placed on the tracking number. 

        Ring to Phone Number: Ring to phone number is the phone number that Convirza will forward all your calling traffic to. The call placed on the tracking number by the customer will be routed to this number. 

        Add Overflow Number: Add overflow number is a secondary ring-to number. It is categorized as a hunting option. 

        There are three hunting types available for all Route types and can be used on all the routing options (except for Send directly to Voicemail, Outbound and Hang-up)

        A. Overflow 
        When a call is not answered after a specified number of rings, the call can be redirected to another ring-to number. In this case, only one additional ring-to number is added and the user always needs to specify the number of rings before a call is sent to the next overflow number.

        B. Rollover
        Like Overflow, users can add multiple overflow ring-to numbers for a Tracking Number. When the first ring-to is not answered, the call is redirected to a second ring-to number and if the second ring-to number is not answered, the call is redirected to a third ring-to number. The calls are sent to the next rollover number
        in a defined sequence. The user needs to specify the number of rings for every ring-to number to send the call to the next roll-over number. The user can add a maximum of 12 overflow ring-to numbers.

        C. Simultaneous 

        The system allows the user to set the call to ring all the overflow numbers simultaneously when the customers should not miss any call, and the caller should not wait for the long rollover sequence. This reduces the callers’ waiting time and ensures correct distributions of calls to the agents. 

        To configure the simultaneous hunt option, a Simultaneous Ring checkbox should be selected. 

        The number of rings for Simultaneous hunting will by default be specified in the system. If voicemail is configured, voicemail rings will override the default number of rings. 

        Activate Voicemail: The voicemail checkbox will always be available for all routing options except for Outbound and Hang-up. When the user has this checkbox selected for any ring-to number, the call will be sent to voicemail if the agent does not answer the call within the specified number of rings. The number of rings can be specified from the Advanced Tracking Numbers settings section. The user can listen to all the voicemails from Reports just like they listen to other calls. The call recording is always enabled for the Tracking Numbers configured for Voicemail. 

        Set Caller ID To: The user sets the caller id that will be displayed to the customer when an agent makes the outbound call. 

        The following two options are available in the drop-down list: 

        1. Caller Id: The exact caller ID of the customer to whom the outbound call is to be made. 
        2. Tracking Number ODN: This is an Original Dialing Number that will be displayed to the customer when the agent makes the outbound call

        C) Advanced Tracking Number Setting

        Call Value         (optional): Call value is a numerical value that depicts the monetary expenditure on the campaign and whether it is yielding profit or loss. It can be added to each call processed in that flow. The Call Value appears in reports and is sent to Google Analytics if you enable the Google Analytics integration. 

        Repeat Interval: The repeat interval is by default 72 hours. It allows setting the time frame for repeat calls shown in the reports. The maximum allowable interval is 8760 hours (1 year). E.g. If a caller makes a call for the first time known as a unique call and makes another call/call within 72 hours then that time frame is termed as a repeat interval. The same caller calling after these 72 hours will be treated as a new caller. 

        Voice Prompt (optional): Voice prompt will play a custom Voice Prompt to the callers.  The speech-to-text box can be used or a recorded voice prompt can be uploaded. Example - “Your call has been connected”, “You are going to speak with the representative of (name of client’s company)”.

        Configure Voicemail Greetings: The user can configure a greeting message in the form of a  voice prompt that will be heard by the caller after the call has been connected. Example - “Welcome”, “Thank you for calling”, “Hello”. 

        Pre-Call Webhook: The details of the call can be sent to another application desired by the customer using webhooks. When the call is connected, a pre-call webhook will be triggered and real-time information from the app will be provided to other applications. To configure the webhook, use the following steps: 

        1. Select “Campaign and Tracking Number” from the left-hand menu. 
        2. In the Campaign Builder page go to the Tracking Numbers Advanced Section. 3. Edit an Existing Tracking Number or create a new Tracking Number. 
        3. Select the Pre-call Webhook check box from the Advanced Tracking Number section. 
        4. A drop-down list is presented. Any URL from the list can be selected. 
        5. With the hook icon you can jump onto the webhook settings page if the drop-down list is not used. 
        6. If the user has added webhooks earlier then the list of existing webhooks can be seen. 
        7. To create a new webhook in CFA click on "Add webhook".

         The Webhook Details section will open. Fill in the information in the following fields: 

        • Active - Active toggle can be used to either set the webhook to active by toggling it to 'Yes' or deactivate it by selecting 'No'. 
        • Webhook Name - Name of the webhook which will be seen in the Webhook Logs report. 
        • Description - Some descriptions which will help to recognize the purpose of the webhook. 
        • Endpoint URL - The URL to which the data from CFA will be posted.
          Method
          ○ Post
          ○ Put
        • Format
          ○ JSON
          ○ XML
          ○ Form URL Encoded
        • If Post-call webhook is selected, then the following options are available
                  ○ Include DNI Logs
                  ○ Include Indicator Scores
                  ○ Include Data Append 

        Record Call: Right from the time when the call is connected until the call is terminated the entire conversation/voicemail/IVR/anything else that happened on the call is recorded. It is by default ON. To avoid recording any calls, simply uncheck the box. Calls must be recorded in order to analyze them using Convirza’s Conversation Analytics® service and for manual scoring.  

        Recording Disclaimer: A disclaimer is used to inform the caller about the call being recorded. Recording disclaimer will play before any voice prompt by default, unless it is turned off for call recording then the default value will be set to never. The settings can be changed to play after any voice prompts or never. 

        Note: In many regions, it is required to play a disclaimer that the call is recorded. 

        Whisper Message (optional): A whisper message is a custom voice prompt for the agent that will play after the call has been placed by the customer. Users can use the speech to text box or upload their own Whisper Message. 

        Example: “Customer calling through ad-source Google: Organic”. 

        Custom Sources (optional): Custom sources are used to provide additional information about the advertisement. The user can set 5 custom sources in the application. 

        Dynamic Number (optional): DNI should be checked if you would like this number to be used with DNI. For more information on DNI, please review the DNI-specific Quick Start  Guide. 

        Host Domain: The host Domain is the website or web page on which the dynamically inserted tracking numbers will be displayed. 

        Referring Website: It is the site or search engine on which a customer has searched for your advertisement. It is the source of your traffic.

        DNI Type is the type of path used to display the tracking number 

        1. Session-based DNI: Session-based DNI tracks PPC ads throughout the browser session. 
        2. URL-based DNI: URL-based DNI displays specific numbers for email and other traffic with unique URL parameters. 
        3. Source-based DNI: Source-based DNI lets you know which online traffic sources result in phone calls. 

        HTML Class: You can name the HTML class to be used in the URL-based number insertion of the tracking number. 

        Instant Insights: Instant Insights is a post-call IVR for Agents. It will help Convirza users to find call outcomes and link calls with the agent who handled them. Instant Insights will report the quick result of calls even when Conversation Analytics® is not part of a client’s subscription. 

        The User should be able to configure at least one or more of the following options:

                              1. Call Outcome (Conversion type)
                              2. Agent ID
                              3. Call Outcome and Agent ID

        1. Call outcome (conversion type) 

        Call outcome will record if it was a sale or a lead. 

        If Call Outcome is selected by the user for configuring the post-call IVR. Below fields are displayed: 

        • The user should be able to configure the IVR, wherein the agent will be asked about the outcome of the call. 
        • Keypress 1 on the dial-keypad is to record sales. On selection of this keypress, a voice prompt will play asking the agent to enter the sale amount. 
        • Keypress 2 on the dial-keypad is to record lead. 
        2. Agent ID

        The Agent’s ID will be captured who attended the call. 

        If Agent ID is selected by the user for configuring the post-call IVR. 

        Below fields are displayed: 

        • The user should be able to configure the voice prompt, wherein the agent can be asked to enter his individual agent ID. 
        • The user should specify the number of digits in an agent ID in the following field “Number of Digits in Agent Id”. The numeric ID number input will be entered by the Agent by pressing digits on the phone's dial pad. 

        3. Call Outcome and Agent IDThe third option will record both call outcomes i.e. a sale or a lead and agent id. If Call Outcome and Agent ID are selected by the user for configuring the post-call IVR. 

        Below fields are displayed:

        A. Call Outcome
        • The user should be able to configure the IVR, wherein the agent will be asked about the outcome of the call.
        • Keypress 1 on the dial-keypad is to record sales. On selection of this keypress, a voice prompt will play asking the agent to enter the sale amount. 
        •  Keypress 2 on the dial-keypad is to record lead.
        B.Agent ID 
        • The user should be able to configure the voice prompt, wherein the agent can be asked to enter his individual agent ID. 
        • The user should specify the number of digits in an agent ID in the following field “Number of Digits in Agent Id”. 
          The numeric ID, number input will be entered by the Agent by pressing digits on the phone's dial pad. 

        After agent ID(s) and/or call outcomes (revenue) have been input and logged in CFA's databases, these data points will be available for display and export via reports accessible via the CFA app. 

        Click “Save tracking number” or “Save and Clone” when done. Be sure to test the tracking number by calling it before marketing the number. Save tracking number will save all set times and take you back out to the Campaign list. Save and Clone will save the settings of the current tracking number, clone most of the details (Tracking Number and tracking number Name will not be cloned) and open the newly cloned tracking number to allow you to edit settings.


        Add Call Actions (when included in your subscription plan)

        Call Actions allow you to set up post-call automation based on predefined criteria. Call Action uses condition-based (if this then that) criteria to configure your automation.  You can configure an unlimited number of conditions and an unlimited number of actions. 

        Following are the types of Criteria and Call Actions that can be configured to a tracking number: 

        CRITERIA

        1. Repeat Call  

        • A caller making another call after his first call in a time frame of 72 hours is a repeat call. Repeat calls can either be set to true or false.
        2. Duration
        • Duration is the total number of minutes or seconds for which the call was in progress. To set a condition for the duration the following options can be used. 
        • Equal to (=) 
        • Not equal to (!=) 
        • Less than (<) 
        • Greater than (>) 
        • Less than equal to (<=) 
        • Greater than equal to (>=)
        3. Disposition
        • Disposition is the endpoint after the caller has placed a call. 
        • Anyone of the following options for Disposition can be set 
        • Answered 
        • No Answer
        • Busy
        • Caller Hangup 
        • Hangup 

        (For more understanding of types of Disposition, refer to the disposition document.)

        4. Caller ID

        • User sets the caller id that will be displayed to the customer when the agent makes the outbound call. 
        • Exact caller id value can be set in the condition.

        5. Missed Opportunity

        • If the call meets the following checks i.e. the call did not go to voicemail, the call was a sales Inquiry and conversion language was used in the call but no Conversion is identified, then the system identifies the call as a missed opportunity. 
        • The missed opportunity could either be set to true or not true. 

        6. Sales Inquiry

        • A sales inquiry could be based on the following points i.e. Appointment was requested on the call, the price was requested and sales Information i.e.  general curiosity or calling to ascertain information was asked for
        • The sales inquiry could either be set to true or not true.

        7. Conversion

        A Conversion is any of the following: 

        • A sale has been made 
        • Appointment is set 
        • Set phone appointment 
        • Reservation made 
        • Request for information 
        • Payment 
        • Commitment to buy 
        • The conversion could either be set to true or not true.
        8. Conversion
        • When using Lead Quality in Call Actions, a “Good” Lead is any lead that has a score of 30 or higher. Lead Score is designed such that the numerical value is meaningful.
        9. Conversion
        • A referring source is used to display multiple dynamic numbers on a single web page. We can change phone numbers for regional or local offices based on these referring sources. 
        • To set a call action a hostname of a referring website can be used.

        10. Referring Type

        • A Referring source is used to generate traffic on the advertisement, it could be of the following types. 
        •  Paid 
        •  Organic 
        •  Referral 
        •  Direct

        11. UTM parameters in a URL identify the marketing campaign that refers to traffic to a specific website.


        12. UTM Campaign

        • Identifies a specific product promotion or strategic campaign
        • Example: spring sale

        13. UTM Source 

        • Identifies which site sent the traffic and is a required parameter
        • Example: Google

        14. UTM Medium 

        • Identifies what type of link was used, such as cost per click or email
        • Example: CPC

        15. Send to Voicemail 

        • A call can be sent to a voicemail if agents are not available to answer the call. 
        • The value for this trigger could either be true or false. 

        CALL ACTIONS

        • Send an email alert to
          Email Alerts, also commonly referred to as email notifications, will send an email to an unlimited number of recipients. If White Label is included in your subscription, you will have the ability to customize the Email Alert. For more information on White Label, please review the White Label Quick Start Guide.
        • Send SMS to
          SMS (Short Message Service), commonly referred to as text messages, will send an SMS to an unlimited number of recipients.
          • Tag Call as
            Tags can be added to call detail records. Once a call detail record is tagged, it will then be searchable, and the tag will be available in the reports. 
          • Trigger Webhook
            Webhooks allow you to send call data to an endpoint you configure. This allows you to automatically send data to other 3rd party software applications such as a CRM, LMS, or other relationship management system. For more information on Webhooks, 
          • Flag for Call Back
            - Call Back is one of the reports available in Reports -> Call Logs. The Call Back report is a subset of your phone calls that you specifically want to view.
            - Any call that needs to be made by the agent to a customer can be marked or flagged as a callback. The Call Back report is a subset of your phone calls that you specifically want to review.
            • Send call for Google Analytics
              Our Google Analytics integration (when included in your subscription plan) allows you to integrate all tracking numbers or individual tracking numbers. When an individual tracking number is selected, you can use this Call Action to decide what calls are sent to Google Analytics.

            To set up a call action please follow the steps:

            • From the left-hand menu, select “Campaign and Tracking Number” or “Group and User” in that select “Call Actions Settings” If you would like the Call Action associated with a Tracking Number on a subgroup, be sure to select that subgroup from the breadcrumb before moving onto step 2. 
            • Click “Edit” next to the campaign name your Tracking Number is associated to in the Campaign Builder page.
            • Click “Call Actions” next to the Tracking Number name you would like Call Actions set up for. 
            • Use the Call Actions builder to create your conditions. 
            • Click “Save” when done. 


            REPORTS

            Convirza offers multiple reports designed around delivering the most before on-call data possible. When included in your subscription plan, Convirza also allows you to send reports based on a schedule to an unlimited number of recipients. For more information on Reports, please review the Convirza Reporting Guide