Monitoring & Alerts: How 800.com Detects and Resolves Issues
Use monitor details to understand alert triggers, common causes, and fixes for call tracking issues.
800.com monitors continuously check for issues that can impact call tracking, integrations, and data accuracy. When a problem is detected, an alert is generated to notify you and help you take action quickly.
Each monitor includes:
- What is being monitored
- When alerts trigger
- How often alerts fire
- What the alert means
- Common causes and how to fix them
Tracking Number Not Swapping
Description
Detects when tracking numbers in a pool haven’t rotated as expected.
Monitor Details
| Field | Details |
|---|---|
| What Is Monitored | Time elapsed since the last number swap in a tracking pool |
| Alert Threshold | Automatically adjusted based on traffic volume: • Low traffic (<100 sessions/day): 4 hours • Medium traffic (100–333 sessions/day): 1 hour • High traffic (>333 sessions/day): 15 minutes • New pools (default): 20 minutes |
| Alert Frequency | Maximum once per 24 hours |
| Alert Message | [Account Name] – [Tracking Pool Name] has not swapped for [time period]. |
| What It Means | Tracking numbers aren’t rotating, which may indicate script installation or website traffic issues. |
Note: If the alert shows a short time (e.g., 19 minutes) and the pool has never swapped, this usually indicates zero traffic or that the script has never executed. These cases will eventually show “Never Swapped” instead of a time value.
Common Reasons & Fixes
| Reason | How to Diagnose | How to Fix |
|---|---|---|
| DNI script not installed correctly | Check page source and DevTools → Console for errors | Reinstall script before </body> or republish GTM |
| Phone number formatting mismatch | Compare formats like (800)555-1234 vs 800-555-1234 |
Update site number to match exactly or add format variations |
| Another script rewriting numbers | Watch swaps in DevTools → Elements | Disable conflicting widgets or scripts |
| Multiple numbers not configured | Inspect all phone numbers on the page | Update DNI swap selectors (CSS/XPath) |
Tracking Script Not Found (Code Installation)
Description
Detects when the tracking script is missing or not functioning on the website.
Monitor Details
| Field | Details |
|---|---|
| What Is Monitored | Automated checks verifying the script is present and communicating |
| Alert Threshold | Alerts immediately when script is not detected |
| Alert Frequency | Maximum once per 24 hours |
| Alert Message | [Account Name] – [Tracking Pool Name] – We’ve encountered an error with your code installation and are not receiving website data. |
| What It Means | The tracking script is missing or not loading properly, preventing data collection. |
Tracking Number Over-Swap (Swapping Too Fast)
Description
Detects when tracking numbers are rotating too frequently, indicating an undersized pool.
Monitor Details
| Field | Details |
|---|---|
| What Is Monitored | • Reuse frequency of numbers • Reassignment before session lifetime expires |
| Alert Threshold | • Existing pools: >6 over-swap events/hour • New pools: >15 over-swap events/hour |
| Alert Frequency | Rate-limited; won’t repeat until session lifetime passes |
| Alert Message | [Account Name] – [Tracking Pool Name] numbers are swapping too fast. |
| What It Means | The pool is too small for traffic volume. |
Automatic Action:
When triggered, the system automatically attempts to add more numbers to the pool.
OAuth Integration Failed
Description
Detects authentication failures for third-party integrations.
Monitor Details
| Field | Details |
|---|---|
| What Is Monitored | Real-time OAuth failures (token expiration, revoked access, credential issues) |
| Alert Threshold | Fires immediately on every OAuth failure |
| Alert Frequency | Each failed integration attempt |
| Alert Message | [Account Name] – OAuth Integration for [Integration Type] is failing. |
| What It Means | The integration must be re-authorized. |
Conflicting Script Found
Description
Detects another call tracking system’s script running on the same website.
Monitor Details
| Field | Details |
|---|---|
| What Is Monitored | Known competitor tracking scripts detected during page load |
| Alert Threshold | Alerts whenever a competitor script is detected |
| Alert Frequency | Maximum once per 24 hours |
| Alert Message | We detected another call tracking system trying to swap our numbers. |
| What It Means | Multiple tracking systems are interfering with accurate call tracking. |
Swap Removed
Description
Detects when number swaps are removed or reverted after being applied.
Monitor Details
| Field | Details |
|---|---|
| What Is Monitored | Real-time browser monitoring for removed or reverted swaps |
| Alert Threshold | Alerts whenever swap removal is detected |
| Alert Frequency | Maximum once per 24 hours |
| Alert Message | Another system is removing our number swaps. |
| What It Means | A script or system is undoing swaps, preventing accurate tracking. |
Common Causes
- Competing tracking scripts
- Customer-side scripts modifying numbers
- Dynamic content overwriting swaps
- JavaScript conflicts
Note: This scenario is extremely rare.
Found Unconfigured Numbers on Page
Description
Detects phone numbers on the site that aren’t part of any tracking pool.
Monitor Details
| Field | Details |
|---|---|
| What Is Monitored | Page scans comparing visible numbers against configured pools |
| Alert Threshold | Alerts immediately when unconfigured numbers are found |
| Alert Frequency | Maximum once per 24 hours |
| Alert Message | We’ve detected phone numbers on your site that are not set up for tracking. |
| What It Means | Some calls may not be tracked or attributed correctly. |
Alert Resolution & Status Updates
- When an issue is resolved, the alert is automatically dismissed
- Dismissed alerts appear under Dismissed Alerts
- The dismissal reason is recorded as Issue Resolved
- For integration-related alerts:
- The integration status automatically changes from Failed back to Active
- No page refresh is required
Snoozing Alerts Forever
You can permanently snooze a monitor by selecting Forever from the clock icon.
What happens when snoozed forever:
- Monitoring stops
- No data is gathered
- No alerts are sent
To resume monitoring later:
- Go to Ignored Alerts
- Find the monitor
- Click Restore
FAQs
Why did my alert disappear?
The system automatically dismissed it after detecting the issue was resolved.
Can I turn a monitor back on later?
Yes. Restore it from Ignored Alerts.
Why isn’t my integration marked as failed anymore?
Once connectivity is restored, the status automatically updates to Active.