Question

Google Ads Call Details report says the call is received (and lasted 31 seconds) while CallRail shows it was an unanswered call. How is that possible and what to do about it? The call is now counted as a conversion and it wasn't a conversion.  

Answer 1

Trust call rail over “G”. That’s what I’ve learned.  

Comments

But the issue is that the call is now counted as a conversion and it wasn't a conversion.  

Answer 2

Do you know if it was definately answered? Does the call go to answer machine?  

Comments

I don't know but my guess it that it wasn't answered because there were 2 phone calls (unanswered according to CallRail and answered according to Google Ads) from the same number in less then 2 minutes and lasted only seconds when most of the real calls last a few minutes.  

Answer 3

CallRail is definitely more reliable. Is it possible that phone number was not connected via CallRail?  

Comments

I think I connected everything but I can check again. The problematic ad extension calls are recorded in both Google Ads and CallRail so that would probably mean it is connected as it should be?  

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Yes, that's correct.  

Answer 4

Maybe the best way to tackle this problem is to increase the phone call duration needed to be counted as a conversion?  

Comments

@richelieu yes, I would also do that

Answer 5

As both do dynamic phone number change, how did you set things up so that both Google and Call rail can track a single phone call?  

Comments

The CallRail phone number I'm using for call extensions is not dynamic. I only use dynamic for website phone calls.  

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@richelieu how do both call rail and Google know that a call was made from a call extension? Is it click to call on mobile?  

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@yet55 Google Ads uses their forwarding number so they can track those call extension calls and CallRail knows because it is their tracked phone number that people are being redirected to when calling the Google's forwarding number.  

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@richelieu Understood