Routing or Redirection Options for our Australian 1800 numbers

The 1800 number service is a sophisticated call redirection (or routing) system.

You can route your incoming calls to one or more destination (answerpoints) based on

• the phone number being called
• the location of the caller
• the time of day
• whether the destination (answerpoint) number is busy or not answering

When a customer calls your 1800 number, they are routed (redirected) to your designated phone number (which is not displayed to the caller).

Origin Dependent Routing

The call is Routed according to the callers location. Note that for calls from mobile phones, the caller's location cannot be accurately determined. Therefore, mobile calls are typically routed to a single answrpoint, from which they can be redirected (e.g. via an IVR menu or live answering operator).

Australia Wide Routing (1 area)

This is the standard configuration. Your 1800 number routes all fixed (landline) and mobile calls to one answering point in Australia or overseas. Note that this feature allows mobile calls (prefix 04) to be treated differently to calls from landlines in Australia (e.g. mobile calls can be barred).

State Based Routing (8 areas)

The 1800 number routes fixed (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 (208 areas)

Usually for companies with regional offices (additional setup fee applies). Routes fixed (landline) calls to one of up to 208 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.

Area Based Routing (2045 areas)

Usually for companies with multiple regional offices (additional setup fee applies). Routes fixed (landline) calls to one of up to 2045 answering points based on the region of origin of the caller and all calls from mobiles to a single answering point. (Provides much greater granularity than Region Based Routing.)

Exchange Based Routing (5283 areas)

Usually for franchises or business with many local offices. This feature provides customers the greatest level of detail when selecting their call collection areas and an additional setup fee applies. 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 we have the ability to route calls from approximately 5300 call collection areas up to a maximum of 1000 answering points. Note that calls originating from Mobiles can only be routed to a single answering point.

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 calls to your 1800 numbers depending on the time of day and the day of week. This option can be combined with origin dependent routing to allow calls from different areas to be redirected across the country. (Note that currently this feature cannot be combined with exchange based routing.)

You can have up to 11 time lists for your office (additional setup fee applies). 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 answerpoint numbers.

A common scenario would be to use one set of numbers for weekdays, and another set for weekends and public holidays.

Call Splaying

Share calls by routing to different answering points based on a pre-determined distribution ratio. This feature is useful to help share calls evenly in places like sales offices or call centres. Up to 20 numbers can be used, and 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 Forwarding on Busy, No Answer, Congestion

This is one of our most common configurations. With this feature if there is a failure to connect to a specified answerpoint number, the call can be re-routed to another answerpoint phone number. This can be done using a timer, so that If a call is not answered within a specified number of seconds, that call is re-routed to an alternative answerpoint.

For example, your 1800 number is routed to your Home Office number. If you don't answer within 15 seconds or your phone is busy, your 1800 number automatically redirects the caller to your Live Answering Service.

Emergency Routing Procedure (ERP)

This option allows you to quickly implement an alternative pre-determined suite of answerpoint phone services for your 1800 number. This feature can include Origin Dependent and Timed Based routing, but cannot include call screening. You can specify up to two ERPs for each 1800 number you hold. Additional setup fee applies.

Customised Call Barring

If necessary, we can block calls from certain numbers or types of callers (e.g. we can block calls from known nuisance callers or all mobile phones). Additional setup fee may apply.