Glossary

Agency : A business that sets up and manages Call Tracking for its clients. An agency's team members get access to each client project when the client accepts the agency's quote.

Agency discount : The 10% discount applied to a client's subscription when the client signs up through an agency's quote.

AI Call Insights : The feature that reads a call's transcript, applies labels you define and writes a summary. It requires call recording and consumes one AI credit per call.

AI credit : A unit of usage consumed when AI Call Insights analyses a recorded call. Plans and call packs include AI credits.

Allowed domains : The hostnames on which a tracking site's script is permitted to run.

Attribution : The link between a tracked call and the website session, or static source, that led to it.

Attribution confidence : How uniquely a call could be linked to a single session: High, Medium, Low or None. Static tracking numbers have no confidence level.

Call Tracking account : An account created from a quote, or by signing up directly, that has a Call Tracking plan and one tracking site. Compare with an enterprise account.

Call pack : A block of 100 calls and 100 AI credits added to a site automatically when it exceeds the calls included in its plan. Packs don't expire.

Channel : A grouping of source and medium that follows the Google Analytics 4 default channel groups, such as Paid Search or Organic Search.

Click ID : A parameter an ad platform adds to the landing URL when someone clicks an ad. Call Tracking captures gclid, gbraid and wbraid from Google Ads, fbclid from Meta and msclkid from Microsoft Ads.

Connected call : A call that was answered at the destination. Only connected calls are sent to Google Analytics 4, Google Ads and Meta Ads unless you set the minimum call duration to 0.

Display format : How a rule formats the tracking number that replaces the number on the page, such as 02 8123 4567 or +61281234567.

Dynamic number insertion (DNI) : Replacing the phone number on a website with a tracking number for each visitor so the call can be linked to that visitor's session.

Enterprise account : An existing Enfonica customer's account with Communications Cloud products. It can have any number of tracking sites and is billed on the customer's Enfonica account rather than a plan.

Flow : Enfonica's visual call flow builder. Use a Flow as a handler to add menus, business-hours routing, failover and voicemail.

Incoming call handler : Where a call is sent after it reaches a tracking number: a phone number, a SIP endpoint, a Flow, or an HTTPS endpoint.

Label : A classification that AI Call Insights applies to a call, such as Qualified or Spam. You define the labels for each site. The call detail page calls them tags.

Landing page : The first page a visitor viewed in a session. Source, medium and campaign are read from this page's URL.

Medium : The marketing medium that brought a visitor, such as cpc, organic or referral.

Not answered : A call outcome where nobody picked up: the destination didn't answer, or the caller hung up before reaching anyone, for example while in a menu or after leaving a voicemail. Other unanswered outcomes are busy, rejected and failed.

Number pool : A set of tracking numbers assigned to website visitors one at a time by dynamic number insertion.

Plan : The monthly subscription for a tracking site: Starter, Growth or Pro. Each plan includes phone numbers, calls, SMS and AI credits.

Project : The container for a client's tracking sites, phone numbers and users in Enfonica.

Quote : An agency's offer to a client that names the plan and the client's details. Accepting a quote creates the client's account.

Regulatory listing : The business name and Australian address that a phone number is registered to. Every tracking site needs one before numbers can be activated.

Rule : The instruction in a number pool that says which number to find on the page, how to format the replacement, which paths it applies to, and whether it applies only to paid traffic.

Session : One visitor's activity on a website, tracked by the script. A session ends after 30 minutes without activity.

Source : Where a visitor came from, such as google, facebook or a referring website.

Static tracking number : A dedicated number for one source that is never swapped on a website.

Tracked call : One inbound call to a tracking number, with its outcome, duration, attribution and, when enabled, recording, transcript, labels and summary.

Tracking code : The identifier in the tracking script that tells Call Tracking which site the script belongs to. It starts with E-.

Tracking number : One phone number inside a number pool.

Tracking site : The object that represents one website, with its own pools, static numbers, routing, recording, integrations and reports. In a Call Tracking account it also carries the plan.

UTM parameters : Campaign tags in a URL, such as utm_source, utm_medium and utm_campaign, that identify the source, medium, campaign, term and content of a visit.