Where help actually lives
CallTrackingMetrics Help: Finding the Right Helper
We are not CallTrackingMetrics, so their help centre is the source for their product. What we can map is the shape of call tracking help itself: three buckets of problems, three different helpers, and the questions that route you to the right one.
- Three buckets of problems
- One helper per bucket
- Vendor docs stay canonical
Help questions
Where do I get help with CallTrackingMetrics?
From CallTrackingMetrics — their own help centre and support channels, reached via their official domain. We are a separate Australian company and cannot see their accounts; anything we paraphrased here would be stale on arrival.
What are the three buckets of call tracking problems?
Platform problems (dashboards, reports, billing) — the vendor's helper. Phone problems (calls not arriving, routing wrong) — the number carrier's helper. Local problems (browser, network, handsets) — yours, usually in minutes.
Who do I ask about the numbers themselves?
Whoever hosts them. If that is us — Australian 1300s, 1800s and tracking numbers — our contact page is the direct path to the carrier-side answers the software vendor cannot give.
"Help" searches want a door, not a product pitch — and the door depends on which of three buckets your problem falls into. For CallTrackingMetrics customers, their own help centre is the door for their bucket, reached from their official domain. For everything the vendor cannot fix, this page maps the other two buckets and the helpers that own them.
Bucket one: platform problems — the vendor's helper
Dashboard access, report configuration, plan changes, billing queries, feature how-tos. These live entirely inside the vendor’s system, and their help centre and support desk are the only helpers with the access to fix them. This is true of every vendor in the category, including us: our console questions are answered through our own support, not by third parties.
Bucket two: phone problems — the carrier's helper
Calls that do not arrive, ring out, misroute, or behave oddly while the dashboard looks green. The vendor can see symptoms at best; the fix lives in routing configuration, answer-point hardware, or the carrier that hosts the numbers. This is the bucket most help searches miss — and the reason a perfectly healthy platform and a perfectly broken phone line coexist. The diagnostic that separates buckets is in our outage guide, and the carrier-side answers are ours when the numbers are: contact us.
Bucket three: local problems — yours, briefly
Browser cache, office network, VPN, a headset unplugged. Test from another device before contacting anyone; a surprising share of "the platform is broken" tickets die here.
The routing question, answered honestly
Which helper owns your problem is the first question, and one test answers it: ring one of your tracking numbers from a trusted phone. Calls arrive? Platform or local bucket. Calls dead? Phone bucket — routing, answer points, carrier. The fuller sequence is in our diagnostic guide.
The numbers behind the help
If your call tracking lacks a carrier-side helper — because the numbers and the platform live with different companies — that is an architectural choice you can change: number-based tracking here puts numbers, routing and records with one Australian provider, from $5 a month per number. The product is on our call tracking page, rates on the pricing page.
Carrier-side help, ours
Australian numbers have a helper here
Number-based tracking from $5 a month per number — routing, records and reachability answered directly.