Why is marketing data missing for my call?

[InvocaKnowledge]

Objective

The purpose of this article is to provide an explanation for why the marketing data obtained from the tag appears blank in Invoca reporting.

Applies To

Marketing Data management via tag

Procedure

1. Request for a Call Record ID when Invoca is not accurately collecting marketing data.
2. Verify the Media Type to determine whether the Invoca number is set to pooling or static. Take note of the selected option.
3. If the Media Type is set to Pooling, examine the promo number description to check if it is labeled as "overflow." Keep in mind that overflow calls will not collect marketing data through the Invoca tag.
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4. If the Media Type is set to Pooling and the Invoca ID field is blank, it indicates an out-of-session call. In such cases, it is expected that the marketing data will be blank.
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5. If the Media Type is anything other than Pooling, please review the applied marketing data for the dialed Invoca number to confirm the presence of a value. 
   • If a value is present at either the Profile/Campaign/Phone Number level, verify whether the value was set before or after the call occurred. 
6. If you have examined the above conditions and any of them are true, it would explain why Invoca did not collect a value.

Additional Information

• For step 5, you can verify the time when marketing data was applied to the dialed Invoca number by checking the Change History. Please note that applying marketing data to a phone number is for future calls only, and retroactive calls are not updated.