13 Number Routing Options

13 numbers, 1300 numbers and 1800 numbers (also called inbound numbers) are "virtual" numbers, in that they are not tied to specific phones in the same way that landline and mobile numbers are. Instead, you route these numbers to the "answerpoints" at which you want them to ring, including landlines, mobile phones, VoIP lines, fax machines, and call answering services.

Many businesses route their inbound number to a single answerpoint. But with the highly-configurable options available, there is so much more that you can do.

The best thing about these services is that with the exception of some of the more complex origin-dependent routing configurations, they attract NO ADDITIONAL MONTHLY FEE to your 13/1300 number or 1800 number plan.

Origin-Dependent Routing

13/1300 number and 1800 number calls can be routed based on the location of the caller (determined by the number from which the call originated). This is useful for businesses with multiple offices or outlets, allowing calls to be routed to the office nearest to the caller.

• A national business with an office in each state can route calls to the local state office (e.g. route all calls from Queensland to the Brisbane office, and all calls from South Australia to the Adelaide office).
• A business with multiple offices or outlets, such as a franchise or chain, can route calls to individual outlets (right down to the telephone exchange level) based on the caller's location.

The following origin-dependent routing options are available for your 13 numbers, 1300 numbers and 1800 numbers:

• Australia-Wide Routing (1 area)
  This is the default configuration, with all incoming calls routed to a single answerpoint. Note that this feature allows mobile calls (prefix 04) to be treated differently to calls from landlines in Australia (e.g. barred).
• State-Based Routing (8 areas)
  Calls from landlines are routed based on the location of the caller. This option is ideal for national businesses with an office in each state. States are defined as NSW, ACT, Victoria, Tasmania, Queensland, Western Australia, South Australia and Northern Territory. Calls from mobiles are routed to a single answerpoint, from which they can be redirected (e.g. via IVR system or live operator).
• Region-Based Routing (208 areas)
  Calls from landlines are routed based on the location of the caller. This option provides greater granularity than State-based routing, making it ideal for businesses with regional offices. Examples of regions include Sydney, Wollongong, Newcastle, Gosford. Calls from mobiles are routed to a single answerpoint, from which they can be redirected (e.g. via IVR system or live operator). * Additional set up fee may apply based on complexity.
• Area-Based Routing (2045 areas)
  Calls from landlines are routed based on the location of the caller (up to a maximum of 1000 answerpoints). This option provides greater granularity than Region-based routing, making it ideal for companies with multiple regional offices. Calls from mobiles are routed to a single answerpoint, from which they can be redirected (e.g. via IVR system or live operator). * Additional set up fee may apply based on complexity.
• Exchange-Based Routing (5283 areas)
  Calls from landlines are routed based on the location of the caller (up to a maximum of 1000 answerpoints). This option provides the greatest granularity of all in terms of directing calls to local business, right down to the level of the Telstra exchange. Calls from mobiles are routed to a single answerpoint, from which they can be redirected (e.g. via IVR or live operator). * Additional set up fee may apply based on complexity.

Postcode Prompting

Route calls based on the postcode that the caller enters. This option is ideal for

• callers using mobile phones (where standard origin-dependent routing cannot determine their location)
• callers dialling from a number that is in a different location from the service they require (e.g. calling from work when looking for a business close to home)
• large franchise-style organisations who want to provide a smooth and consistent brand for their business and to allow inbound calls to flow down to each individual answer destination answer point

Calls are answered with a recorded message, that thanks customers for calling and asks them to enter their 4-digit postcode so that they can be transferred to their nearest office/outlet. This provides your callers with total flexibility and allows them to speak to the office/outlet that is most convenient to them.

A standard greeting message is included in the setup fee, or you have the option to create a custom message to reinforce your branding.

Time-Based Routing

Route 13 number, 1300 number and 1800 number calls to different answerpoints depending on the time of the day and day of week. For example, calls can be routed to a business number during the day, and then to a live answering service outside of normal business hours.

This feature can be further combined with origin-dependent routing to allow calls from different areas to be redirected across the country. For example, national businesses can extend support hours by routing early morning calls to east coast offices, and calls received after 5:00 p.m. EST to the west coast. (Note that this feature is currently not supported for use with exchange-based routing.)

You can have up to 11 time lists for your number (where a time list covers a 24 hour period). Each time list is applied to selected days of the week and holidays of the year, and can include time-based diversions for up to seven different answerpoints. A common scenario would have one set of numbers for weekdays, and a second set for weekends and public holidays.

Call Splaying

Share incoming calls to 13 numbers, 1300 numbers and 1800 numbers between up to 20 different answerpoints (based on a pre-set ratio). This is a useful tool to help distribute calls, for example to share potential leads among the sales team, or to help free up customer service representatives by distributing work evenly.

The percentages used in the pre-set ratio for call-routing must equal 100%.

Call splaying can be combined with Call Forward routing, but not with Time-based or Origin-based routing.

Call Forward on Busy, No Answer or Congestion

If the initial 13 number, 1300 number or 1800 number answerpoint is busy, not answering, or experiencing congestion, this option automatically forwards the call to an alternative number.

For example, if no-one answers the office phone after a specified number of seconds, the call is forwarded to a specified mobile number. And if no-one answers the mobile after a specified number of seconds, the call is forwarded to a live answering service.

Up to three consecutive forwards can be specified for each answerpoint.

Emergency Routing Plan (ERP)

This 13 number, 1300 number and 1800 number routing option allows a customer to quickly implement an alternative pre-set suite of phone services. For example, if an office is evacuated, calls can automatically be redirected to mobile phones or to a live answering service.

This feature can include Origin-dependent and Time-based routing. It does not support Call Barring. A customer may specify up to two ERPs for each 13/1300 number and 1800 number they hold.

Additional set up fee applies.

Call Barring

This 13 number, 1300 number and 1800 number feature allows calls from certain numbers to be blocked. For example, you can block calls from areas you don't service, from known nuisance callers, or calls from mobile phones.