The outage playbook
CallTrackingMetrics Outage: The Playbook That Works
We are not CallTrackingMetrics, so we cannot confirm or deny their outages — their status page is the source. What we can publish is the playbook for a call-tracking outage: what still works, what to tell customers, and how to come out of the incident with better data.
- Vendor status, not ours to claim
- Calls survive a dashboard outage
- A four-step incident playbook
Outage questions
Is CallTrackingMetrics down right now?
We cannot tell you — CallTrackingMetrics is a US platform and not us, and we will not mirror their status. Their own status page and support channels are the authoritative source during any incident.
If call tracking is down, are my calls down?
Usually not. On number-based setups the calls arrive on the phone network and route to your phones; what degrades is the reporting and analytics layer. Session-level platforms with dynamic insertion are the exception — if number-swapping fails, published numbers can misbehave.
What is the first thing to do in a tracking outage?
Confirm the scope (vendor status page first), make sure calls still reach you, capture manually what the reports usually record — call volume by source, from your team's notes — and reconcile the data once the vendor restores service.
An outage search is an incident in progress, and this page will not pretend to be the vendor's status feed: CallTrackingMetrics is a US call tracking platform, not us, and their outage status belongs on their own status page. What we can publish is the part most pages skip — what a call-tracking outage actually takes down, what it does not, and the four-step playbook that gets a marketing team through one with their data intact.
What an outage takes down — and what it does not
Call tracking has two layers, and outages treat them differently. The phone layer — the tracking number, the network route, your answer points — lives on the telephone network and keeps working through almost any software outage. The measurement layer — dashboards, reports, logging — lives with the vendor and goes dark when they do. Number-based tracking separates the layers naturally: calls still arrive and route; the reports catch up later. Session-level platforms that swap numbers dynamically are the exception — if their number-insertion service fails, the published numbers themselves can misbehave, which is why their outage pages matter more.
The four-step playbook
- Confirm the scope. Vendor status page first, then their support channels. Distinguish "reports are down" from "calls are failing" — the response differs completely.
- Protect the calls. Make sure every tracking number still routes to a staffed answer point. If any number misbehaves and your team cannot fix routing during the outage, fall back to whatever direct line customers can reach.
- Capture manually. Your team notes call volume by source while the reports are dark — a shared document is enough. Hourly tallies per campaign reconstruct most of the picture.
- Reconcile afterwards. When service returns, pull the vendor's records against your manual log. The gaps you find tell you exactly what your next incident plan needs.
The architecture lesson
Outages are the strongest argument for knowing where your layers live. With number-based tracking, the call path runs on the network and the analytics return when the vendor does — degraded reporting, not lost customers. That resilience is one reason we run and recommend the model: number-based call tracking, from $5 a month per number with call data billed per second, on Australian infrastructure. The full metric picture is in call tracking metrics software, and the boundary against session-level platforms — where outages bite harder — is in what call tracking software is.
Resilience by architecture
Choose tracking that keeps calls flowing
Number-based tracking: calls route on the network, reports come back when they come back — from $5 a month per number.