Zadarma Call Tracking setup instructions

Setup manual / Call Tracking / Call Tracking

In you personal account go to “Services” - “Call Tracking” and click “Start”.

Adding a new tracker

  • Name can be any. It will only be visible by you in your personal account.
  • Domain name - your website address on the Internet. Should be entered in format, you can enter several domains divided by a comma. In front of the domain name put “*”sign, so that tracker works in this domain and all of its subdomains, or “*.” so the tracker works only in subdomains.
  • If you leave default setting is this field ( just “*”), the tracker will work on any websites, codes of which allow tracker’s code, without being connected to a certain domain.
  • Target call duration - all calls longer than specified time will be perceived as target calls.
  • Session duration - the average time of users’ stay on the website. Time during which the user will be assigned a number when using dynamic call tracking. The higher the number in this field is, the more accurate call tracking will perform.

Adding numbers to tracker

Check the numbers that you want to use for substitution on your website and click “Add”.

To add numbers to call tracking they have to be paid for for at least 3 months.

If the end date is sooner than in 3 months, when clicking “Add” button, you will receive a list of numbers that require prolonging as well as the cost of it.

When clicking “Add” in this window selected numbers will be automatically extended and added to the tracker.


Tracker set up. Step 1 General

  • Activity - if the tracker is ON or OFF;
  • Name, Domain name, Duration of the target call and Session duration are the same when creating the tracker.
  • Mask is the format in which numbers will be displayed on the website, for example 1(617)7770195 or 44(791)777-01-95. You can select and existing mask or create your own. 'X' symbols in the mask will be replaced by number digits. Aside from brackets, dashes and spaces you can use special symbols: % - country code, | - block separation, ~ - span tag wrap. If you choose a standard mask, the number on the website will be divided by three span elements, each with a unique css class. It can be useful if you need to set different styles for country code, city code and the number itself
  • Google Analytics ID and Yandex.Metrica ID – used for the transfer of ClientID and call information to analytics services when using dynamic call tracking. Google Analytics identification should be entered in UA-12345678-1 format, Yandex.Metrica in 12345678 format. Please note, the call source identified by Zadarma is not transferred to analytics services. Google and Yandex identify the source via ClientID themselves. When using static call tracking, the ClientID of the last client to see the static number (it may not match with the calling client).
  • IPs blacklist - for users from the specified IP addresses number substitution will not work. You can input up to a 100 IP-addresses, one in each row.
  • Css class - by default tracker will create a number substitution in the site element with phone class. For example:
    <div class=”zphone”>74951270777</div>
    If you would like to use your own css class, specify in this field. You enter several css classes separated by space. In this case, the number change will occur in the website elements that contain those classes.
  • Default dynamic number – number that will be displayed for dynamic sources, in case all numbers are busy and there is no default number in the source.
  • Cookie main domain – if you are using the tracker on several subdomains, by default unique cookie files will be created for each of them, meaning that for each subdomain the process of source identification and number change will be performed again. To use common cookie files for all subdomains, enter the main domain in this field.
  • Working Hours – used to identify the time of the call (during working or off hours). You can transfer working hours from PBX voice menu. in order to do that, choose the appropriate menu and click “Set”. Leave this option off if you want call tracking to work 24/7.

After completing these settings click “Next”.

Tracker set up. Step 2 Adding phone numbers

In this section you can see which numbers are already used as static and which are in dynamic pool.

You can add new numbers to the tracker or delete numbers from the dynamic pool. To delete static numbers you would first need to delete the source of this number (see further).

How many numbers are needed?

For static call tracking each static source needs a separate virtual number, meaning the amount of virtual numbers is equal to the amount of static sources.

When using dynamic call tracking each website user has to be assigned a unique phone number (having each number assigned to only one user allows to receive a ClientID of the caller).

  • If your website traffic is even throughout the day (around the same number of visitors at any given time) the recommended amount of numbers can be calculated using the formula (number of users in the last 72 hours)/3/100+1;
  • If the traffic is not even, we recommend the maximum number of visitors during peak times and connect that amount of numbers.

If this is your first time setting up the tracker, skip this step and click “Next”.

Tracker set up. Step 3 Channels and sources

We will take a closer look at this step. Here you need to set up advertising sources, the effectiveness of which you wish to track (for users from these sources the number change will be activated). There are several types of promotion sources:

  • Organic reach - accessing your website from search engines such as Google, Bing, Yahoo and other.
  • Referral - accessing your website from another website on the Internet which is not a search engine (for example, referrals from your partner’s website that has your banner).
  • Offline source - offline advertising, for example, in print, on television and others.
  • UTM - tracking specific UTM tags, for example, context advertising, in email blasts, announcements etc.

You can also track:

  • Direct - accessing your website from bookmarks or with a direct link.
  • By country - tracking accessing your website from certain countries (for example, for tracker number substitution for a number of a country where the website was accessed).

Depending on where you have placed your advertisements, you can have several sources of the same type, for example, several offline sources or several UTM tags. For easy analysis of their combines effectiveness you can group them in channels. Meaning advertisement channel is a complication of similar sources.

The most convenient way is creating a channel for each type of the sources described above.

Click “Add channel”, come up with a name and save its then in created channel click “Add source”.

Each type of the sources described above has its own settings. Let’s take a look at them:

Organic reach

  • Organic reach - search engine visits and calls from which you want to track or choose “All” to track visits and calls from all search engines.


  • Domain name - website address visits and calls from which you want to track.


  • UTM tag
    • utm_source - Advertising system, for example: Google Adwords, Bing Ads (For example: utm_source=yandex-direct, utm_source=bing, utm_source=google).
    • utm_medium - traffic type, for example: cpc, cpm, email blast (For example: utm_medium=cpc, utm_medium=cpm, utm_medium=email).
    • utm_campaign - ad campaign, for example: bicycles, skateboards (For example: utm_campaign= bicycle, utm_campaign=skate_board).
    • utm_content - identifies different versions of an ad, for example two links in one advertising email. (Example: utm_content=join_us_link or utm_content=see_all_items_button).
  • UTM Name - UTM tag set in context advertising, email blast etc (you can enter several values separated by comma).

By country

  • Country - choose a country visits and calls from which you want to track.

Offline source

  • Name - name of the source where you placed the advertisement.

Other settings are the same for all sources:

  • Budget - the amount of money spent on the source pet month (to identify the cost of conversion in tracker statistics).
  • Tracking - choice between dynamic and static source.
  • Number by default - this number will be displayed for static type of sources and in cases when all dynamic numbers are busy for dynamic type of sources. If you set a dynamic number by default during the first stage, you can skipping setting a default number here. This way you can set any number of sources. Please note, if your website is simultaneously visited by more people than you have dynamic numbers and the sources are not set by default, caller’s ClientID can be identified wrong, as all visitors who lack numbers will see the general number.
  • Sorting - when defining visitor’s source, sources will be checked in an order defined in this field, from smallest to largest.
  • Activity - on/off.
  • Channel- advertisement channel with which the source is associated.

Default source - this source works for all visits. You can use it so that the number change works for all website visitors regardless of the source. If the tracker has other sources, then the default source should have the largest sorting.

For call tracking to work it should contain at least one source.

Example of several channels and sources set up:

Tracker set up. Step 4 Placing the tracker on the website

To place the tracker on the website, copy its code from step 4 and place it in tag head on all pages of your website.

<script>window._zCtOptions ={"id":"240e75faa1ad774fff6d3e26d3902225"};</script>
<script async id="zd_ct_phone_script" src=""></script>

Add css class "zphone" for all tags that include substitution phone number (or your own class, if you changed it in step 1). For example:

<div class="zphone">4451270777</div>
In order for the number on the website to be clickable, zphone class has to be assigned to the link (<a> tag).

For example:

<a href=”74951270777” class=”zphone”>4451270777</a>

Tracker setup is complete.

To receive the calls you need to download an application on your computer or laptop or use IP-phone. Setup manual for them you can find in this section.

For call tracking we recommend using free cloud PBX from Zadarma, it will help you divide calls between your employees efficiently and use other free features, such as call recording or integration with CRM systems. Manual for the initial Zadarma PBX setup you can find here.

You can also receive the information regarding calls to the numbers connected to call tracking and callers’ ClientID using webhook notifications CALL_TRACKING. Notification description and other API possibilities are available here.