How do 1300 and 1800 numbers work?
Our 1300/1800 inbound number service is, in itself, a call
redirection or re-routing system. Inbound numbers are also
sometimes called "Virtual Numbers".
When a customer originates a call from their phone (the
A-number) to a 1300/1800 number (the B-number), they are actually
routed (diverted) to your designated phone number (the C-number)
which is not displayed to the caller.
Calls can be routed depending on the phone number being
called, the location of the caller, and/or the time of day, and
can be further re-directed if the destination number is busy or
not answering ...
What are the routing options for 1300 and 1800 numbers?
Our Routing Options are a set of features that offer you the
possibility of determining one or more destination numbers based
on the location of the caller, the time of the call and the
location of your destination number/s.
Inbound number routing can be based on the following options
of which you (our customer) can choose ONE:
- Origin Dependent Routing
- Australia Wide Routing (1 area)
- State Based Routing (8 areas)
- Region Based Routing (58 areas)
- Mobile Based Routing (203 areas)
- Exchange Based Routing (4942 areas)
- Time Based Routing
- Call Splaying
- Call Forwarding on Busy/No Answer/Congestion
- Emergency Routing Procedure
Australia-wide Routing - Standard configuration
Routes all fixed wire (landline) and mobile calls to one
answering point.
Note that this feature allows mobile calls (prefix 04) to be
treated differently to calls from landlines in Australia (eg.
barred)
State-based Routing - usually for companies with
multiple State offices
Routes fixed wire (landline) calls to one of up to 8 answering
points based on the state of origin of the caller and all calls
from mobiles to a single answering point.
States are NSW, ACT, Victoria, Tasmania, Queensland, Western
Australia, South Australia and Northern Territory
Region-based Routing - usually for companies with
multiple regional offices (additional setup fee applies)
Routes fixed wire (landline) calls to one of up to 58
answering points based on the region of origin of the caller and
all calls from mobiles to a single answering point.
Examples of regions include Sydney, Wollongong, Newcastle,
Gosford
Mobile-based Routing - usually for multiple mobile
sales staff (additional setup fee applies)
Routes calls to an answering point based on the geographic
area of the caller.
Each of the 203 call collection areas can have two answering
points - one for fixed wire calls (landline) originating calls
and one for mobile originating calls.
This is the only feature that allows mobile originating calls to
be sent to multiple answering points
Exchange-based Routing (additional setup fee
applies)
This feature provides customers with a much greater level of
detail when selecting their call collection areas.
It allows the customer to define call collection areas based on
Telstra's Exchange boundaries where calls are routed to one
answering point for each group of one or more Telstra exchange
areas as designated by the Customer.
With this feature customers have the ability to route calls from
approximately 4900 call collection areas up to a maximum of 1000
answering points.
Note that mobile originating calls can only be routed to a single
answering point.
Time-based Routing
This feature allows calls to be redirected depending on the
time of day and the day of week.
It can be further combined with the origin dependent routing
services to allow calls from different areas to be redirected
across the country. *Currently we are not allowing this feature
to be combined with exchange based routing.
Each customer can have up to 11 time lists for their office.
A time list covers a single set of 24 hours which is applied to
selected days of the week and holidays of the year (both public
and business-based).
Each time list can provide time-based diversions for up to seven
C-numbers.
A common scenario would have a customer having one set of numbers
for weekdays, and another set for weekends and public
holidays.
Call Splaying
Calls are routed to different answering points based on a
pre-set ratio. Up to 20 numbers can be used. Percentages must
equal 100%.
Call splaying can only be combined with Call Forward.
*It cannot be combined with Timed Based or Area Based
routing.
Call Forward on Busy, No Answer or Congestion
With this feature if there is a failure to connect to a
specified C-number it is possible to re-route the call to another
phone number.
This can be done using a timer. If the call is not answered
within a specified number of seconds the call is re-routed to an
alternative C-number.
A customer may request up to three consecutive forwards for each
answering point.
Emergency Routing Plan (ERP) (additional setup fee
applies)
Allows a customer to quickly implement an alternative pre-set
suite of phone services for their 1300 & 1800 numbers.
This feature can include Origin Dependent and Timed Based
routing.
*It cannot include call screening.
A customer may specify up to two ERPs for each 1300 or 1800
number they hold.
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