Number Pools FAQ

This article contains answers to the most common questions asked about number pools. This FAQ contains the following questions:

• Do number pools numbers work regardless of whether the user clicks-to-dial or calls from their cell phone?
• If the caller dials a cell phone or landline instead of clicking-to-call, do they have to dial before the Closed Browser Delay or Idle Limit times expire?
• Can I use the same number pool across multiple campaigns?
• How do I change the format of the number pool number on my landing page?
• How do I create a number pool for a country other than the United States or Canada?
• How do I add numbers to a number pool for a country other than the United States or Canada?
• What happens if someone calls a number pool number after the impression expires?
• Can the wrong call become associated with an impression?
• Do you have a version of the JavaScript snippet optimized for a Salesforce Marketing Cloud AMPscript landing page?
• What other methods exist for adding a number pool number to a landing page?
• What methods exist for sending more user data from my landing page to Ringba?
• What are the most common tokens to come out of number pools?
• What should I do if I need help with number pools?

Do number pools numbers work regardless of whether the user clicks-to-dial or calls from their cell phone?

Number pool numbers can connect the caller with the information you gathered about the caller on your landing page, no matter how they call. Click-to-dial, cell phone, or even land line work with number pool numbers.

If the caller dials a cell phone or landline instead of clicking-to-call, do they have to dial before the Closed Browser Delay or Idle Limit times expire?

The value you set in the Closed Browser Delay field determines minimum amount of time Ringba waits after a potential caller closes the browser tab before showing the same number pool number to another potential caller. If the potential caller calls before the number pool number appears to a new potential caller but before 6 hours have passed, Ringba can connect the caller with the information from the landing page. That amount of time could be longer than the Closed Browser Delay.

The value you set in the Idle Limit field works similarly, except for potential callers who become idle but don't close the browser tab: the value you set is the minimum time Ringba waits before showing the same number pool number to a new potential caller. Just as with the Closed Browser Delay, the potential caller remains connected to that number pool number for 6 hours or until the number is shown to a different potential caller.

Regardless of whether the caller closes the browser window, the impression where Ringba keeps the session information expires when the number is shown to a new potential caller or after 6 hours, whichever comes first. Ringba rejects calls to number pool numbers without active impressions.

Can I use the same number pool across multiple campaigns?

Using the same number pools across multiple campaigns is technically possible, but doing so may cause problems, especially if the campaigns are in different verticals. If a caller leaves a tab open until after the Idle Limit expires, the number they see might have been reassigned to the other campaign by the time they call.

For example, imagine you assigned the same number pool to both a health insurance campaign and a roofing services campaign. A potential caller looking for health insurance searched and found your landing page but did not call right away. Two hours later, the Idle Limit expired, and the health insurance campaign released that number. The number returned to the pool was available to either the health insurance or roofing campaigns. 

If the number happened to be shown on a roofing campaign landing page and the caller then called that number, Ringba would route the call through the roofing campaign. This would create a bad experience for the caller and no real opportunity for you to convert the call.

How do I change the format of the number pool number on my landing page?

If you chose Option 1 on the Install Call Tracking Tag window (the procedure described in the Number Pools article), you can change the format of the number pool number simply by changing the format of the number it replaces on the landing page. The country code is not mandatory.

For example, if a number on your landing page uses the (nnn) nnn-nnnn format, you can simply change it to another format (such as nnn-nnn-nnnn) and Ringba uses the new format when replacing the number. You do not have to change the format in the Number to Replace field: Ringba finds all instances of the number to replace, regardless of format.

Note: You must change the format of every instance of the number to change what appears on the landing page. Ringba chooses the format of each instance of the number pool number based on the instance being replaced.

How do I create a number pool for a country other than the United States or Canada?

Your account must be configured for the country you want to create the number pool for. If you do not see the country you want in the Country drop-down list on the Manage Pools screen, contact support to configure your account. You can contact support by clicking the Support button in the top toolbar or by email at support@ringba.com.

How do I add numbers to a number pool for a country other than the United States or Canada?

Even once your account is configured to allow you to create number pools for other countries, you still must contact support to allocate numbers to that pool. You can contact support by clicking the Support button in the top toolbar or by email at support@ringba.com.

What happens if someone calls a number pool number after the impression expires?

It’s unlikely a landing page visitor would dial a number pool number after their impression expires. They would have to hold on to the number to call later, and most landing page visitors want to call right away.

However, if a visitor did dial the number pool number, their call would be rejected (except in a very rare edge case described below). To minimize spam calls, Ringba does not accept calls to number pools numbers without an active impression.

Edge case: In the very unlikely event visitor A holds on to the number and then coincidentally calls when Ringba has an active impression for a different visitor B, the call would be associated with visitor B’s impression. It is also possible a spam caller could coincidentally randomly dial a number pool number when Ringba has an active impression for it.

Can the wrong call become associated with an impression?

To minimize the chance of matching the wrong call to an impression, Ringba archives impressions after 6 hours and rejects calls to any number pool number without an active impression.

In very rare cases, a call could arrive to a number from a person other than the one associated with the impression. For example, if a spam caller coincidentally dialed the number immediately after it appeared in a visitor’s browser but before the visitor had a chance to call.

Do you have a version of the JavaScript snippet optimized for a Salesforce Marketing Cloud AMPscript landing page?

Ringba does not have a specific version of the snippet for AMPscript landing pages. However, our API is open for customers to use. See our API documentation and contact our support team if you have questions.

What other methods exist for adding a number pool number to a landing page?

The procedure in the Number Pools article is the best approach for almost everyone. However, occasionally a user's particular situation calls for using the Ringba API or choosing Option 2 (Specific Number Injection, Required Dev Knowledge) in the Install Call Tracking Tag window.

If you think you might need these solutions AND you have coding skills, see Advanced Alternatives for Displaying a Number Pool Number on a Landing Page for more information.

What methods exist for sending more user data from my landing page to Ringba?

You can use query string parameters and JavaScript to pass more user data from your landing page into your Ringba account to connect with the call in your reporting. See How to Pass User Data from Your Landing Page into Ringba.

What are the most common tokens to come out of number pools?

You can use the following macro tags to include information from your number pool calls in data you send to a third party:

What should I do if I need help with number pools?

If you have any questions or need additional help, please reach out to our support team via chat or email at support@ringba.com.