Routing your calls to the best path from your
customers to you.

Routing options for 1800 numbers.

How can I choose which answerpoints my incoming calls go to?

As virtual inbound numbers, 1800 numbers can be set up to rout calls to different answerpoints according to when the calls is made and from where. These are, respectively, time-based routing and location-based routing.

Routing options give your business more convenient alternatives for taking calls, which means that your customers are more likely to get a timely, relevant response—a win for both sides.

Time-based routing.

Time-based routing directs calls to different answerpoints based on when—what day or what time of day—the call is made. It’s a widely used routing option that allows businesses to manage calls made after business hours, or during weekends and the holidays.

For example, business phones could take calls during regular hours, while calls outside those hours go to a mobile phone or answering service.

1800 Customer Customer During business hours After hours When you're not available Your office phone Your mobile Professional answering
service
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1800 Routing infographic Tablet

Location-based routing.

Location-based routing assigns calls to answerpoints based on the origin of the call. Categories can be as broad as the entire country or as specific as telephone exchange boundaries. This routing option is particularly useful for businesses trying to match callers with their closest branches or satellite offices.

This type of routing works with calls made from landlines. Calls to your 1800 number made from mobile phones are routed to a single nominated answerpoint.

Australia-wide routing

This is a standard configuration for 1800 numbers. Calls can be routed to one answering point in Australia or overseas.

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1800 Location

State-based routing

With this setup, you can route your 1800 number calls to different answerpoints based on the caller’s state or territory. State-based routing only applies to calls made from a fixed landline.

Region-based routing

With region-based routing, you can set up your 1800 number to route fixed landline calls based on up to 208 regions where calls could come in from. Additional setup charges apply for this routing option.

Exchange-based routing

Define call collection areas based on Telstra's exchange boundaries and direct calls to different answerpoints. There are around 5200 call collection areas with a maximum of 1000 answering points to choose from. Additional set up charge applies for this routing option.

Other 1800 number routing options.

Postcode prompting

Postcode prompting is another way of routing numbers based on your caller’s location: when callers reach your inbound number, they are asked to input their postcode using their keypad. In this way, postcode prompting allows you to route even calls made using mobile phones.

Once users have entered their postcode, their calls can be redirected to your preferred answerpoints. Additional setup charges apply for this routing option. Talk to us about a professionally recorded voice prompt for requesting callers’ postcodes.

Call forwarding on no answer

1800 numbers can be set up to route calls from unavailable answerpoints to other, available ones. Under this setup, if a call goes unanswered after a specific number of seconds (chosen by the 1800 number’s owner), it is routed to another answerpoint. These backup answerpoints can even be assigned to live answering services to ensure that all call leads are captured.

Call splaying

Call splaying—also called call distribution—allows you to divide incoming calls among up to 20 different lines. Call splaying is a great way to manage call flows, or distribute sales leads or enquiries among multiple staff, teams or departments.

Call splaying can be combined with call forwarding. It cannot, however, be combined with time-based or location-based routing.

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