Will I be able to customise my 1800 Number?

The 1800 number service is a sophisticated call redirection/diversion/routing system. Numbers are configured to redirect to one or more nominated answer points (i.e. landline or mobile phone).

What are your 1800 number routing options?

1800 number routing offers the ability to determine one or more destination (answer points) based on the following:

  • the phone number being called
  • the location of the caller
  • the time of day
  • whether the destination (answer point) number is busy or not answered

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

Origin-Dependent Routing

Inbound calls are routed based on the caller’s location.

  • Australia-Wide Routing (1 area) – Standard Configuration
    • 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)
    • Routes fixed (landline) calls to one of up to 8 answering points based on the state or territory of origin of the caller and routes 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 charge applies). Routes fixed wire (landline) calls to one of up to 208 answering points based on the region of origin of the caller and routes all calls from mobiles to a single answering point. Examples of regions include Sydney, Wollongong, Newcastle, and Gosford.
  • Area-Based Routing (2045 areas)
    • Usually for companies with multiple city and regional offices (additional setup charge applies). Routes fixed wire (landline) calls to one of up to 2045 answering points based on the area of origin of the caller and routes all calls from mobiles to a single answering point.
  • Exchange-Based Routing (5283 areas)
    • This feature provides customers with a much greater level of detail when selecting their call collection areas for an additional setup charge. 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 they can be transferred to the 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 charge, or you have the option to create a custom message to reinforce your branding.

Time-Based Routing

  • Redirects calls depending on the time of day and the day of week.
    • Time-based routing can be combined with origin-dependent routing to allow calls from different areas to be redirected across the country.
      • Please note: Currently we are not allowing this feature to be combined with exchange-based routing.
  • You can have up to 11 time lists for your office (additional setup charge applies).
  • A time list covers a single set of 24 hours and can be 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 answer point 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

  • Route calls to different answering points based on a pre-determined distribution 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 Forwarding on Busy, No Answer or Network Congestion

This is one of our most common configurations for 1800 number routing.

  • Route to a second (and third) answer point phone number if there is a failure to connect to the initial specified answer point 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 answer point.
    • For example, your 1800 number is routed to your Home-Office number. If you don’t answer in 15 seconds or if your phone is busy, the call is automatically redirected to your Live Answering Service.

Emergency Routing Procedure (ERP)

  • Allows you to quickly implement an alternative pre-determined suite of answer point phone services for your 1800 or 1800 number.
    • This feature can include Origin-Dependent and Timed-Based routing. It cannot include call screening.
  • You may specify up to two ERPs for each 1800 or 1800 number you hold. Additional setup charge applies.

Customised Call Barring

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

Get started!

Contact our Business Consultants on 1800 900 991 to discuss our basic or advance call routing options for your business.