Routing options for 1300 numbers, 1800 numbers and
Routing of calls: redirecting calls, forwarding calls.
Answerpoint: Where calls to your inbound number/s are routed to. That is, where you want your inbound number to ring, including one or more of your landlines, mobile phones, VoIP lines, fax machines, and call answering services).
Alltel’s 1300/1800 and 13 numbers are highly flexible and can be customised using thousands of configuration options to reflect the changing needs of your business. There are several different types of routing that can help your business run smoothly, these are great for businesses with multiple locations or staff in different offices.
13 numbers, 1300 numbers and 1800 numbers (collectively known as inbound numbers) are “virtual” numbers. They are not tied to specific phones in the same way that landline and mobile numbers are. Instead, we route your inbound number to one or more of your “answerpoints” (where you want your inbound number to ring, including your landlines, mobile phones, VoIP lines, fax machines, and call answering services).
Many business route their inbound number to a single answerpoint. But with the thousands of routing service options available, there is so much more that we can do to customise the ideal solution your business.
One of the most common setups for 1300 numbers and 1800 numbers is:
Call Forward on Busy, No Answer or Congestion
If the initial 13/1300 number or 1800 number answerpoint is busy, not answering, or experiencing congestion, this option automatically forwards the call to one or more alternative numbers.
For example, if no-one answers the office phone after a specified number of seconds (eg, 10 sec., 15 sec.) the call could be forwarded to a specified mobile number. And if no-one answers the mobile after a specified number of seconds, the call could be forwarded to an Alltel Live Answering Service. Up to three consecutive forwards can be specified for each answerpoint.
Note: Fees apply to some routing service options. Pricing excludes GST.
The more specialised routing options include:
1. State Based Routing – Free
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. Calls from mobiles routed to a single answerpoint, from which they can be redirected (e.g. via IVR system or live operator).
2. Time and day-based Routing – Free
Route 13/1300 number and 1800 number calls to different answerpoints depending on the time of 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.
3. Region Based Routing
|Region/District Based – 208 Regions||Cost – Set up: $49
Per Month: $29
|NSW:||62 districts||ACT:||1 district|
|VIC:||38 districts||TAS:||14 districts|
|SA:||27 districts||QLD:||33 districts|
|WA:||31 districts||NT:||2 districts|
4. Area/Zone Based Routing
|Area/Zone Based – 2045 Zones||This includes Mobiles Cost – Set up: $79
Per Month: $49
|NSW:||582 zones||ACT:||14 zones|
|VIC:||392 zones||TAS:||76 zones|
|SA:||235 zones||QLD:||364 zones|
|WA:||359 zones||NT:||23 zones|
5. Postcode prompting
Route calls based on the postcode that the caller enters. This option is ideal for:
- callers using mobile phones (where 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 allow inbound calls to flow down to each individual destination answer point
Calls are answered with a recorded message that thanks customers for calling and asks them to enter their 4-digit postcode. 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.
|Postcode Prompting – 3322 Post Codes||Cost – Set up: $199 Monthly Fee: $99 (which includes up to 30 answerpoints. For each additional answerpoint, a $5 set-up charge applies)
Custom Greeting Set up: $49 Monthly Fee: $10
|NSW:||959 post codes||ACT:||32 post codes|
|VIC:||763 post codes||TAS:||164 post codes|
|SA:||392 post codes||QLD:||473 post codes|
|WA:||495 post codes||NT:||44 post codes|
6. Call Splaying – No charge
Share incoming calls to 13/1300 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 combined with Call Forward routing, but not with Timed Based or Origin Based routing.
7. Exchange based routing
|Exchange Based Routing – 5284 Exchanges||Cost – Set up: $149
(which includes up to 19 answer points)
$5.00 Per additional answer point
Per Month: $79
|NSW:||1577 exchanges||ACT:||53 exchanges|
|VIC:||1178 exchanges||TAS:||216 exchanges|
|SA:||542 exchanges||QLD:||991 exchanges|
|WA:||683 exchanges||NT:||44 exchanges|
8. Mobile Based Routing
Mobile Based Routing – In addition to your Area- or Region-based routing
Mobile based routing is separate to Landline routing. This means that Mobile users have their own routing plan. Mobile based routing allows callers from mobile phones to be routed (or redirected) to the desired location. This routing should be in addition to your Area- or Region-based routing. As mobile calls to your Inbound number are routed over the mobile network, they need to be treated differently to a call from a landline.
Why is mobile routing separate to other routing?
A Landline caller location can be identified by their phone number (IE: Area code: 02 Prefix 9XXX, 8XXX, 7XXX XXXX are Sydney-based numbers). Mobile numbers can be in any location within Australia. Therefore, routing mobile callers to their nearest location requires the appropriate programming to ensure calls are diverted to the nearest store/branch/office.
Which routing works best for me?
The most accurate routing is Prefix-based routing. This means that every caller will be forwarded to the appropriate answer point depending on their selection.
I.E. Please enter the postcode for the store you would like to be connected to. This is better because mobile and landline callers are treated the same.
An alternative is to have all mobile callers routed to a single answer point (I.E. Receptionist) to be transferred manually. Mobile-based routing is automatically included with your Exchange-based routing plan.
9. Call Barring – no charge
This 13/1300 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.
If you wish to discuss how we can combine specialised routing to suit your business, call us today to work out a solution for your business.