Frequently Asked Questions

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Inbound Numbers

General
What is an inbound number?
Inbound numbers include 13 numbers, 1300 numbers and 1800 numbers (including smartnumbers®). These inbound numbers are “virtual” phone numbers, in that they aren’t tied to any one specific phone in the same way that your landline and mobile numbers are. Instead, you route your inbound number calls to the “answerpoints” at which you want it to ring, including landlines, mobile phones, fax machines or call answering services. You can select multiple answerpoints for a single inbound number, for example if you want to ring a different number outside of regular business hours, or if you want your calls to go through to an answering service when your line is busy or not being answered. Find out more: How do 1300 Numbers and 1800 Numbers Work?
Who owns my inbound number?
The Australian government oversees the use of 13, 1300 and 1800 numbers through the Australian Communications and Media Authority (ACMA). In buying an inbound number, your business secures the right to use that number. In effect, you own the number if you purchase it directly from Alltel or ACMA. You may use the number for the life of your business, even if you move offices or decide to switch providers, it should be noted however that the number must not be inactive for more than three years or it will be made available for purchase.
What is a shared number?
Sharing of the same inbound number is a common practice, especially with phone word (smart number) providers. The way this works, is that an inbound number can be routed to multiple destination numbers. That means that for a single inbound number any calls from NSW callers could be routed to a number in Sydney, and for the same number, any calls from Victoria could be routed to a (different) Melbourne business. This allows phone word providers to lease the same number to different businesses in each for-state for-open. Numbers can be routed right down to the exchange level, allowing a single 13, 1300 or 1800 number to be shared between multiple local businesses. Find out more: Should I lease or buy my 1300/1800 number?Should I lease or buy my 1300/1800 number?
Can I use an Australian inbound number if my business is based outside Australia?
If you have a business based in a country outside Australia and wish to do business in Australia, we can set up a 1300 number or 1800 number and route it to your office, our 24/7 Australian Live Answering service or our Voice to Email product. Calls can originate in Australia and terminate in one of many international countries. Messages will then be sent to you via email. Our sales office is open Monday to Friday from 8:00am to 6:00pm Australian Eastern Standard Time (GMT +10). If you call outside these hours, please provide the operator with your FULL international phone number so one of our team can return your call during our normal business hours.
What if a customer calls outside of office hours?
Having an Alltel 1800 Number gives you the ability to redirect (route) calls to different numbers based on the time of day. For example, outside of regular office hours you can automatically redirect all calls to your mobile phone or an Alltel Live Answering Service.
Will my number work Australia-wide?
Yes, it does. You can give your business a national presence and attract customers from all around the country.
Can I redirect calls to different office locations based on the caller’s location?
Yes, you can. For example, you can automatically redirect (route) Western Australian callers to your Perth office and callers from New South Wales to your Sydney office. Learn more about Routing here.
Can I access call details?
Yes, you can. Built-in reports show you details of all calls, helping you to measure the return on investment of your different advertising channels and marketing campaigns, so you can spend your marketing dollars more effectively. These details can be accessed via the My Alltel portal.
What if I am unable to answer a call?
With an Alltel inbound number, you have the ability to stop missing calls (and potential business)! You can automatically forward calls to a second (or third) number at times when you’re not able to answer the phone. Learn more about Alltel’s Call Forwarding Menus.
How much does it cost to call an Inbound Number from overseas?
Refer to this document for international call rates.
1300 & 1800 Numbers
What are the differences between 1300 and 1800 numbers?
These two types of inbound numbers provide the same benefits to business, including being portable and having flexible routing and configuration options. The only real difference between them is price. For the caller, a 1800 number is a free call from a landline, while a 1300 number is the cost of a local call (typically 30 cents). Note that if calls are made from mobile phones, the mobile carrier determines the cost of the call. For the business receiving the call, a 1300 number includes free talk time for local landline-to-landline calls. Free minutes vary depending on plans, with our most popular 1300 number plan providing 30 free minutes. There is no free component for 1800 numbers, with the business paying the full cost for the call. As a general rule, 1300 numbers are well suited for businesses who receive a large number of local landline-to-landline calls. And 1800 numbers are well suited for businesses who want to encourage callers by offering free calls.
What are the differences between 1300 and 13 numbers?
There are two differences between 13 and 1300 numbers: length and price. A 13 number is only 6 digits in length (13 76 34) compared with a 10-digit 1300 number (1300 255 835). The shorter length makes the number easier to remember, but it comes at a cost. On top of your monthly rental and call charges, the government adds an additional $7980 per annum (or $848.83 per month) surcharge. Many small to medium businesses cannot justify this additional cost.
How do 1300 and 1800 numbers work?
1800, 13 and 1300 numbers (including smartnumbers®) are known collectively as inbound numbers. These are “virtual” numbers, in that they aren’t tied to any one specific phone in the same way that your landline and mobile numbers are. Instead, you route each inbound number to the “answerpoints” at which you want it to ring, including landlines, mobile phones, fax machines or call answering services. You can select multiple answerpoints for a single inbound number, for example if you want to ring a different number outside of regular business hours, or if you want your calls to go through to an answering service when your line is busy or not being answered. National businesses can route calls from their 1300 numbers and 1800 numbers to the answerpoint closest to where the caller is located (for example, a call from Queensland could be routed to the Brisbane office, and one from South Australia to the Adelaide office). And when 5pm rolls around and everyone in your East Coast offices goes home, calls can be routed to the Perth office to provide customers with extended support hours. Find out more about Routing here. Because 1300 numbers and 1800 numbers are not tied to any specific phone or exchange, you can take them with you when you move. That means that as your business grows and you move into bigger and better offices, and expand across the country, your phone number remains the same. And the inbound number belongs to you: not to your telco. That means you can transfer your services to a different telco without losing or needing to change your number.

Why do you need 1800 or 1300 numbers for your business?

As described above, inbound number routing provides great flexibility in terms of where and how you can answer your calls, plus you can keep the same inbound number for the life of your business. And that’s not all they can do. An inbound number helps to conceal both the size and location of your business, which can be a great benefit when you’re first starting out. By listing an inbound number, and then pointing it to your mobile, you give the impression of being a much larger business than just one person with a mobile. And if you’re running an online business that supports customers Australia-wide, an inbound number helps to encourage customers from around the country to phone you while hiding the fact that you’re doing most of the work from your kitchen table! As your business grows, you can take advantage of other inbound number benefits, including the ability to get detailed reporting information about your calls to help you measure things like the effectiveness of different marketing campaigns. Inbound numbers can also help to encourage customers to call. When dialled from a landline anywhere in Australia, a 13 number or 1300 number costs the same as a local call (typically 25-30 cents), and a 1800 number is a free call. Customers who may hesitate before calling a long distance or mobile number are typically more comfortable about dialling an inbound number. Alltel has a range of 13, 1300 and 1800 number plans designed for businesses of all sizes available on a month-by-month basis. smartnumbers® is a registered trademark, held by the Commonwealth for the benefit of the ACMA.
Can my 1300/1800 number be dialled from outside Australia?

Will all international calls connect?

No. There are different factors that affect whether overseas callers can connect to your inbound number or not. This includes their location, the functionality of their local exchange, and their network operator. Calls from the UK or USA are more likely to connect, but not calls from Mongolia. We can’t give any guarantees for any country.

Want a guaranteed connection?

Alltel recommends advertising a local landline number as your point of contact for international callers.Further information can be found: Local Numbers

How much will overseas callers be charged for connected calls?

Since the caller’s overseas network will connect the call, they will be charged according to their network’s rates.
Should I lease or buy my 1300/1800 number?
After deciding to get a 1300 or 1800 number for your business, the next question you need to ask yourself is whether you should lease or buy the number. Two key differences that influence the purchase decision are the level of control over the use and management of the number and availability of your preferred number.

Control over the management and use of your number

Buying: When you buy a number you retain the greatest level of control over your investment. You retain the exclusive right to use your number for as long as you choose. Leasing: When you lease a number, you will have one of two options: exclusive use (if available) or shared use. See our Lease or Buy Decision Matrix below.

Rights of use explained

Exclusive Rights of Use: A 3rd party Phone Words provider agrees that the number is exclusively yours for as long as you continue to pay a monthly lease fee. Shared Rights of Use: The Phone Words provider agrees that the number is yours to use in selected trading catchments. This enables the provider to lease the same number to other businesses (including potential competitors) in other trading areas. Get more information about Rights of Use from the Communications Alliance website.

Availability of your preferred number

Because the range of available 1800 and 1300 numbers is reducing, you may find that a number that’s critical to the success of business is owned by a Phone Words company; this means that leasing is your only option. Before you enter into a leasing agreement, it’s important to check:
  1. Whether the number is available for use in your trading catchment(s), and
  2. The details of all businesses using the same number and where they are trading.

Lease or buy decision matrix

 
Buy a number
Lease a number

You want to maintain exclusive control and rights of use over your number

Your investment in promoting and building equity in the number is an asset you retain for the life of your business

You want a cost-effective solution that does not include a monthly leasing fee

You want the freedom to expand your business and retain use of your number

You want to use the number in a specific trading catchment

You may have to share the number with a competitor in a neighbouring trading catchment

You don’t mind a 3rd party leasing company retaining ultimate rights and control over your number

You will have additional contractual obligations to the number leasing company

So should you lease or buy?

Your business phone number is essential as both a communications tool and a part of your branding. Therefore, it’s important to have the same level of control over your inbound number as you do over your business website domain name, and that the number you invest in will allow you to pursue your business expansion goals without future limitations. Our business consultants can help you choose the best option for your business, call 1300 255 835 or send us an enquiry today. Read more about 1300 numbers or 1800 numbers.
Are 1300 numbers free to call?
In general, they are not, call charges vary depending on whether you answer on a landline or a mobile number and on the duration of your calls. However, Alltel offers plans that include free talk time for local landline-to-landline calls. That means that if your business services only your local area, your 1300 Number plan could cost you only minimal call charges with most calls being covered by free talk time minutes. Call us at 1300 255 835 to find out more.
How do I transfer my 1300/1800 number?
Are you looking to upgrade your 1800 or 1300 number to a premium, business grade service, with great rates and no lock-in contracts? Then why not consider making the switch to Alltel, one of Australia’s leading providers of inbound 1800 and 1300 numbers.

Transfer your number at any time – it’s quick and easy!

Simply provide us with your phone number and the your telco account number which your current provider can give you and we’ll take care of the rest! You’ll need to provide this information whether you transfer your number online or over the phone, so it’s a good idea to have the information with you before you call or access our online application.

How long will it take to transfer my number?

Our goal is to deliver your new service with no downtime. To help us do this you should allow between five and seven working days. This provides our consultants with time to process your paperwork, to liaise with your current provider, organise the setup of your account and to activate your number on our system. Whilst this is being organised, you should not experience any downtime with your number. Email our Business Consultants for advice on how to manage the transfer of your number to avoid any downtime. You can also phone us on 1300 255 835.

Can I keep my number if I relocate?

All of our 1800 and 1300 numbers are portable. If you move locations, you can change your destination number by calling our Business Consultants on 1300 50 10 50 or by emailing us. You don’t have to notify your customers as your phone number will remain unchanged.

Transfer your number now?

Why wait? The link below will take you to our online transfer form. If you need some help, contact our Business Consultants on 1300 255 835, or send us an email to get the transfer process started. Transfer my number
Why should my business have a 1300 or 1800 number?
Having a 1800 number encourage more customers to call by making your business more attractive to potential customers with a professional image and local cost calls from any Australian landline. Further to this, your 1800 number shows callers they’re dealing with a serious business – especially when compared against competitors who advertise only a mobile number!
13 Numbers
Why should my business have a 13 number?
These short (6-digit) numbers are very easy to remember, which makes them ideal to use in marketing campaigns. Many of Australia’s top businesses use 13 phone numbers: get one for your business and you’ll look like you’re in the big league!
Smartnumbers
How do I buy a Smartnumber?
Smartnumbers are regulated by the Australian Communications and Media Authority. The rights of use to these numbers can be purchased directly from www.thenumberingsystem.com.au. You can get your own Smartnumber in four steps:
  1. Use the search tool to check the availability and select your preferred number/s.
  2. Create an account and pay a one-time registration fee of $35.
  3. Review and agree to the terms and conditions.
  4. Pay for the number by credit card to secure it immediately. EFT and BPAY® are also accepted, but these payment methods take longer to process. Take note that until payment is received, your number will be available for others to purchase.
How much do Smartnumbers cost?
Smartnumbers prices start from $250 upwards. The greater the demand and memorability of a number, the higher its cost.
How do I activate my Smartnumber?
Once you have received the paperwork for your Smartnumber, the process of activating your number is pretty much the same with any Alltel Inbound Number. Simply select from Alltel’s range of 13, 1300, and 1800 plans, and our B2B specialists will have your number up and running in no time.
How long can I keep my Smartnumber inactive?
Smartnumbers upon allocation must be activated within 3 years. However, if it remains inactive past the given period, then you lose the rights of use to the number and it will be returned to ACMA's pool of numbers.
Can I get a longer phoneword to spell my business name or product?
Yes. 1300 and 1800 Smartnumbers are typically followed by six digits, while 13 numbers are trailed by four digits. However, you can get a Smartnumber that’s longer than the usual ten digits. Our system can simply be configured to ignore all additional numbers.
What are my options if the Smartnumber I want is not available?
Finding a good Smartnumber that’s available and within your budget requires a lot of patience and creativity. If your first option for a 1300 number is unavailable, try it as an 1800 number instead. You can also spell out your phoneword using numbers that sound like words, i.e. four and eight.
Local Numbers
Why should my business use Local Connect?
Local Connect encourages more “local” customers to call. This means that your business can have a “local” phone number (e.g. 02. 03, 07) in any major Australian city – no matter where they are located. Local Numbers are available for major Australian cities, helping you to promote a local presence Australia-wide.
Do Local Connect numbers work internationally?
Yes, they do. You can provide alternative numbers for mobile/overseas callers, which can be used in addition to your 1300 or 1800 number to provide mobile and overseas callers with an alternative number to call. All calls to 1300, 1800 and Local Connect numbers can be answered on the same phone.
Can I add and remove numbers from my Local Connect?
Yes, you can add new numbers and remove old numbers as required. There is no minimum term and no cancellation fee. That makes it easy and affordable to add extra Local Connect numbers when you need them for marketing campaigns and competitions, and to cancel them when they’re no longer required.
What if I am unable to answer a Local Connect call?
If you miss a call, you’ll receive an email notification with either a voicemail message or the number of the person who called. Follow up on your leads while they’re still hot and convert some of those missed calls into sales! *Note that the calling number cannot be provided if Caller ID is blocked.
Do I need to have a new phone line installed?
No, there is no need for expensive and disruptive phone line installation. You can answer all incoming calls on your existing landline and mobile phones. It’s also quick and easy to redirect your Local Connect numbers, which keeps your phones ringing if you relocate or expand.
How do I manage my Local Connect numbers?
You can manage your numbers through the My Alltel portal. For example, you can update routing/answer points. All changes made through the portal are FREE to make and take effect IMMEDIATELY. The portal also gives you real-time access to all of your call records. (Available only as part of the Local Connect Plus Bundle.)
Can I record calls?
Yes, you are able to record calls to help improve customer service and sales. With Call Recording, you have the ability to measure the performance of your staff, improve training and evaluate your business processes by listening to both sides of telephone conversations. In addition to this, the Local Connect Plus Bundle has an add-on feature that allows you to identify areas where improvement is required.
Call Routing
What routing schemes are included with my Alltel Inbound Numbers at no additional charge?
Your Alltel Inbound Number service includes Australia-wide, State-based, Time & Day-based routing, Call Splaying, Call Forwarding, and Call Barring options for free.
Can I customise a complex routing configuration for my business?
Definitely! Complex routing schemes such as Region-based, Area-based, Exchange-based, and Postcode Prompting can be added to your service for an additional charge.
How do I request changes to my call redirection?

For Starter, Grow and Pro Plans:

You may call us at 1300 255 835, send an email to support@alltel.com.au, or send a change request through the customer portal at my.alltel.com.au. Our B2B specialists will be happy to assist you with any changes to your call routing.

For Advance Plans:

Customers with Advance plans can manage and make changes to their call routing through the portal access provided by Alltel.
How much will it cost to change my routing scheme?
Changing answerpoints and schedules incur a $10 change fee. Complex requests will be quoted.
How long does it take for call routing changes to be applied to my service?

For Starter, Grow and Pro Plans:

Requests sent over the phone, email, and through the portal have a turnaround time of up to 1 business day.

For Advance Plans:

Changes done through the portal are applied in real-time.

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Inbound Numbers

General 1300 & 1800 Numbers 13 Numbers Smartnumbers Local numbers Call routing
General
What is an inbound number?
Inbound numbers include 13 numbers, 1300 numbers and 1800 numbers (including smartnumbers®). These inbound numbers are “virtual” phone numbers, in that they aren’t tied to any one specific phone in the same way that your landline and mobile numbers are. Instead, you route your inbound number calls to the “answerpoints” at which you want it to ring, including landlines, mobile phones, fax machines or call answering services. You can select multiple answerpoints for a single inbound number, for example if you want to ring a different number outside of regular business hours, or if you want your calls to go through to an answering service when your line is busy or not being answered. Find out more: How do 1300 Numbers and 1800 Numbers Work?
Who owns my number?
You should always own your business number. You own the number if you purchase it directly from Alltel or ACMA. This means it’s yours for the life of your business--even if you move offices or decide to switch providers. There are some telcos that allow you to purchase will purchase numbers and then lease them back to you. This model carries risks that you should carefully consider before agreeing to it. Your advertised phone number is the lifeline of your business. If you don’t own your own number, your provider can increase your lease fees each year if they want to, and may not allow you to take the number with you if you want to change providers. There have even been cases where a business has fallen out with their provider, and the provider has given their inbound number to a competing business.

Can I keep the same number if I change carriers?

Yes, as long as you OWN your number. One of the benefits of inbound numbers is that you’re able to move your number from office to office and from telco provider to telco provider. This allows you to keep the same number for the life of your business. That’s why it’s important when you first get your number to make sure that YOU own it, and that you’re not leasing it from your carrier. When you lease your number from a carrier, they have the right to refuse to allow you to move the carrier to a different carrier. They also have the right to reallocate your number to a different business.
What is a shared number?
Sharing of the same inbound number is a common practice, especially with phone word (smart number) providers. The way this works, is that an inbound number can be routed to multiple destination numbers. That means that for a single inbound number any calls from NSW callers could be routed to a number in Sydney, and for the same number, any calls from Victoria could be routed to a (different) Melbourne business. This allows phone word providers to lease the same number to different businesses in each for-state for-open. Numbers can be routed right down to the exchange level, allowing a single 13, 1300 or 1800 number to be shared between multiple local businesses. Find out more: Should I lease or buy my 1300/1800 number?
Can I use an Australian inbound number if my business is based outside Australia?
If you have a business based in a country outside Australia and wish to do business in Australia, we can set up a 1300 number or 1800 number and route it to your own office (calls can originate in Australia and terminate in one of many international countries) our 24/7 Australian Live Answering service. Messages will then be sent to you via email. Alltel’s international contact details are: Phone:+61 3 8513 1300 Fax: +61 3 8376 8286 Our sales office is open Monday to Friday from 8:00am to 6:00pm Australian Eastern Standard Time (GMT +10). If you call outside these hours, please provide the operator with your FULL international phone number so one of our team can return your call during our normal business hours.
What if a customer calls outside of office hours?
Having an Alltel 1800 Number gives you the ability to redirect (route) calls to different numbers based on the time of day. For example, outside of regular office hours you can automatically redirect all calls to your mobile phone or an Alltel Live Answering Service.
Will my number work Australia-wide?
Yes, it does. You can give your business a national presence and attract customers from all around the country.
Can I redirect calls to different office locations based on the caller’s location?
Yes, you can. For example, you can automatically redirect (route) Western Australian callers to your Perth office and callers from New South Wales to your Sydney office. Learn more about Routing here.
Can I access call details?
Yes, you can. Built-in reports show you details of all calls, helping you to measure the return on investment of your different advertising channels and marketing campaigns, so you can spend your marketing dollars more effectively. These details can be accessed via the My Alltel portal.
What if I am unable to answer a call?
With an Alltel inbound number, you have the ability to stop missing calls (and potential business)! You can automatically forward calls to a second (or third) number at times when you’re not able to answer the phone. Learn more about Alltel’s Call Forwarding Menus.
1300 & 1800 Numbers
What are the differences between 1300 and 1800 numbers?
These two types of inbound numbers provide the same benefits to business, including being portable and having flexible routing and configuration options. The only real difference between them is price. For the caller, a 1800 number is a free call from a landline, while a 1300 number is the cost of a local call (typically 30 cents). Note that if calls are made from mobile phones, the mobile carrier determines the cost of the call. For the business receiving the call, a 1300 number includes free talk time for local landline-to-landline calls. Free minutes vary depending on plans, with our most popular 1300 number plan providing 30 free minutes. There is no free component for 1800 numbers, with the business paying the full cost for the call. As a general rule, 1300 numbers are well suited for businesses who receive a large number of local landline-to-landline calls. And 1800 numbers are well suited for businesses who want to encourage callers by offering free calls.
What are the differences between 1300 and 13 numbers?
There are two differences between 13 and 1300 numbers: length and price. A 13 number is only 6 digits in length (13 76 34) compared with a 10-digit 1300 number (1300 255 835). The shorter length makes the number easier to remember, but it comes at a cost. On top of your monthly rental and call charges, the government adds an additional $7980 per annum (or $848.83 per month) surcharge. Many small to medium businesses cannot justify this additional cost.
How do 1300 and 1800 numbers work?
1800, 13 and 1300 numbers (including smartnumbers®) are known collectively as inbound numbers. These are “virtual” numbers, in that they aren’t tied to any one specific phone in the same way that your landline and mobile numbers are. Instead, you route each inbound number to the “answerpoints” at which you want it to ring, including landlines, mobile phones, fax machines or call answering services. You can select multiple answerpoints for a single inbound number, for example if you want to ring a different number outside of regular business hours, or if you want your calls to go through to an answering service when your line is busy or not being answered. National businesses can route calls from their 1300 numbers and 1800 numbers to the answerpoint closest to where the caller is located (for example, a call from Queensland could be routed to the Brisbane office, and one from South Australia to the Adelaide office). And when 5pm rolls around and everyone in your East Coast offices goes home, calls can be routed to the Perth office to provide customers with extended support hours. Find out more about Routing here. Because 1300 numbers and 1800 numbers are not tied to any specific phone or exchange, you can take them with you when you move. That means that as your business grows and you move into bigger and better offices, and expand across the country, your phone number remains the same. And the inbound number belongs to you: not to your telco. That means you can transfer your services to a different telco without losing or needing to change your number.

Why do you need 1800 or 1300 numbers for your business?

As described above, inbound number routing provides great flexibility in terms of where and how you can answer your calls, plus you can keep the same inbound number for the life of your business. And that’s not all they can do. An inbound number helps to conceal both the size and location of your business, which can be a great benefit when you’re first starting out. By listing an inbound number, and then pointing it to your mobile, you give the impression of being a much larger business than just one person with a mobile. And if you’re running an online business that supports customers Australia-wide, an inbound number helps to encourage customers from around the country to phone you while hiding the fact that you’re doing most of the work from your kitchen table! As your business grows, you can take advantage of other inbound number benefits, including the ability to get detailed reporting information about your calls to help you measure things like the effectiveness of different marketing campaigns. Inbound numbers can also help to encourage customers to call. When dialled from a landline anywhere in Australia, a 13 number or 1300 number costs the same as a local call (typically 25-30 cents), and a 1800 number is a free call. Customers who may hesitate before calling a long distance or mobile number are typically more comfortable about dialling an inbound number. Alltel has a range of 13, 1300 and 1800 number plans designed for businesses of all sizes available on a month-by-month basis. smartnumbers® is a registered trademark, held by the Commonwealth for the benefit of the ACMA.
Can my 1300/1800 number be dialled from outside Australia?

Will all international calls connect?

No. There are different factors that affect whether overseas callers can connect to your inbound number or not. This includes their location, the functionality of their local exchange, and their network operator. Calls from the UK or USA are more likely to connect, but not calls from Mongolia. We can’t give any guarantees for any country.

Want a guaranteed connection?

Alltel recommends advertising a local landline number as your point of contact for international callers.Further information can be found: Local Numbers

How much will overseas callers be charged for connected calls?

Since the caller’s overseas network will connect the call, they will be charged according to their network’s rates.
Should I lease or buy my 1300/1800 number?
After deciding to get a 1300 or 1800 number for your business, the next question you need to ask yourself is whether you should lease or buy the number. Two key differences that influence the purchase decision are the level of control over the use and management of the number and availability of your preferred number.

Control over the management and use of your number

Buying: When you buy a number you retain the greatest level of control over your investment. You retain the exclusive right to use your number for as long as you choose. Leasing: When you lease a number, you will have one of two options: exclusive use (if available) or shared use. See our Lease or Buy Decision Matrix below.

Rights of use explained

Exclusive Rights of Use: A 3rd party Phone Words provider agrees that the number is exclusively yours for as long as you continue to pay a monthly lease fee. Shared Rights of Use: The Phone Words provider agrees that the number is yours to use in selected trading catchments. This enables the provider to lease the same number to other businesses (including potential competitors) in other trading areas. Get more information about Rights of Use from the Communications Alliance website.

Availability of your preferred number

Because the range of available 1800 and 1300 numbers is reducing, you may find that a number that’s critical to the success of business is owned by a Phone Words company; this means that leasing is your only option. Before you enter into a leasing agreement, it’s important to check:
  1. Whether the number is available for use in your trading catchment(s), and
  2. The details of all businesses using the same number and where they are trading.

Lease or buy decision matrix

 
Buy a number
Lease a number

You want to maintain exclusive control and rights of use over your number

Your investment in promoting and building equity in the number is an asset you retain for the life of your business

You want a cost-effective solution that does not include a monthly leasing fee

You want the freedom to expand your business and retain use of your number

You want to use the number in a specific trading catchment

You may have to share the number with a competitor in a neighbouring trading catchment

You don’t mind a 3rd party leasing company retaining ultimate rights and control over your number

You will have additional contractual obligations to the number leasing company

So should you lease or buy?

Your business phone number is essential as both a communications tool and a part of your branding. Therefore, it’s important to have the same level of control over your inbound number as you do over your business website domain name, and that the number you invest in will allow you to pursue your business expansion goals without future limitations. Our business consultants can help you choose the best option for your business, call 1300 255 835 or send us an enquiry today. Read more about 1300 numbers or 1800 numbers.
Are 1300 numbers free to call?
The short answer is no. But the longer (and more interesting) answer is that you CAN receive free calls on your 1300 Number. For those not familiar with 1300 Numbers, these are computerised “inbound” numbers used by many businesses, government agencies and not-for-profit organisations. These numbers provide two major benefits:
  • Incoming calls can be directed to ANY phone (e.g. mobiles, landlines, VoIP phones), which gives the number holder a lot of flexibility in how they use their number.
  • Callers can dial the number for the cost of a local call from ANY landline in Australia—no long distance rates. This helps to encourage callers from across the country.

How much does it cost to call a 1300 number?

When dialled from any Australian landline (including VoIP landlines), a 1300 Number is the cost of a local call (typically around 35¢). When dialled from a Mobile, the cost is determined by the caller’s mobile carrier. Some carriers charge the same rate as for local landline calls, while others charge standard mobile rates. Also, some carriers include 1300 Number calls in their caps, while others charge for them separately. It’s a good idea to check our contract to see what YOUR carrier charges for calls to 1300 Numbers.

How much does the business pay?

Businesses pay a monthly fee for their 1300 Number, and then there are additional costs for some incoming calls. But wait… this is where the 1300 Numbers Free part comes in! Many 1300 Number providers offer plans that include FREE Talk Time for local landline-to-landline calls. For example, Alltel’s popular Saver plan includes 30 minutes FREE talk time and our Super Saver plan gives you UNLIMITED FREE talk time for every local call you receive that originates from a landline and that you answer on your landline. That means that if your business services only your local area, your 1300 Number could potentially cost you nothing more than your monthly plan cost, with all calls being covered by FREE talk time minutes. Give us a call on 1300 ALLTEL (1300 255 835) to find out how your business can benefit from a 1300 Number. Our 1300 number plans start from just $14 a month and they’re all contract free—we like the word FREE at Alltel!
How do I transfer my 1300/1800 number?
Are you looking to upgrade your 1800 or 1300 number to a premium, business grade service, with great rates and no lock-in contracts? Then why not consider making the switch to Alltel, one of Australia’s leading providers of inbound 1800 and 1300 numbers.

Transfer your number at any time – it’s quick and easy!

Simply provide us with your phone number and the your telco account number which your current provider can give you and we’ll take care of the rest! You’ll need to provide this information whether you transfer your number online or over the phone, so it’s a good idea to have the information with you before you call or access our online application.

How long will it take to transfer my number?

Our goal is to deliver your new service with no downtime. To help us do this you should allow between five and seven working days. This provides our consultants with time to process your paperwork, to liaise with your current provider, organise the setup of your account and to activate your number on our system. Whilst this is being organised, you should not experience any downtime with your number. Email our Business Consultants for advice on how to manage the transfer of your number to avoid any downtime. You can also phone us on 1300 255 835.

Can I keep my number if I relocate?

All of our 1800 and 1300 numbers are portable. If you move locations, you can change your destination number by calling our Business Consultants on 1300 50 10 50 or by emailing us. You don’t have to notify your customers as your phone number will remain unchanged.

Transfer your number now?

Why wait? The link below will take you to our online transfer form. If you need some help, contact our Business Consultants on 1300 255 835, or send us an email to get the transfer process started. Transfer my number
Why should my business have a 1300 or 1800 number?
Having a 1800 number encourage more customers to call by making your business more attractive to potential customers with a professional image and local cost calls from any Australian landline. Further to this, your 1800 number shows callers they’re dealing with a serious business – especially when compared against competitors who advertise only a mobile number!
13 Numbers
Why should my business have a 13 number?
These short (6-digit) numbers are very easy to remember, which makes them ideal to use in marketing campaigns. Many of Australia’s top businesses use 13 phone numbers: get one for your business and you’ll look like you’re in the big league!
Smartnumbers
How do I buy a Smartnumber?
Smartnumbers are regulated by the Australian Communications and Media Authority. The rights of use to these numbers can be purchased directly from www.thenumberingsystem.com.au. You can get your own Smartnumber in four steps:
  1. Use the search tool to check the availability and select your preferred number/s.
  2. Create an account and pay a one-time registration fee of $35.
  3. Review and agree to the terms and conditions.
  4. Pay for the number by credit card to secure it immediately. EFT and BPAY® are also accepted, but these payment methods take longer to process. Take note that until payment is received, your number will be available for others to purchase.
How much do Smartnumbers cost?
Smartnumbers prices start from $250 upwards. The greater the demand and memorability of a number, the higher its cost.
How do I activate my Smartnumber?
Once you have received the paperwork for your Smartnumber, the process of activating your number is pretty much the same with any Alltel Inbound Number. Simply select from Alltel’s range of 13, 1300, and 1800 plans, and our B2B specialists will have your number up and running in no time.
How long can I keep my Smartnumber inactive?
Your Smartnumber must be activated within 3 years of allocation. If it is not connected with a provider within this period, or if gets disconnected and remains inactive within 3 years, you will lose the rights of use to the number and it will be returned to ACMA’s pool of numbers.
Can I get a longer phoneword to spell my business name or product?
Yes. 1300 and 1800 Smartnumbers are typically followed by six digits, while 13 numbers are trailed by four digits. However, you can get a Smartnumber that’s longer than the usual ten digits. Our system can simply be configured to ignore all additional numbers.
What are my options if the Smartnumber I want is not available?
Finding a good Smartnumber that’s available and within your budget requires a lot of patience and creativity. If your first option for a 1300 number is unavailable, try it as an 1800 number instead. You can also spell out your phoneword using numbers that sound like words, i.e. four and eight.
Local Numbers
Why should my business use Local Connect?
Local Connect encourages more “local” customers to call. This means that your business can have a “local” phone number (e.g. 02. 03, 07) in any major Australian city – no matter where they are locate. Local Numbers are available for major Australian cities, helping you to promote a local presence Australia-wide.
Do Local Connect numbers work internationally?
Yes, they do. You can provide alternative numbers for mobile/overseas callers, which can be used in addition to your 1300 or 1800 number to provide mobile and overseas callers with an alternative number to call. All calls to 1300, 1800 and Local Connect numbers can be answered on the same phone.
Can I add and remove numbers from my Local Connect?
Yes, you can add new numbers and remove old numbers as required. There is no minimum term and no cancellation fee. That makes it easy and affordable to add extra Local Connect numbers when you need them for marketing campaigns and competitions, and to cancel them when they’re no longer required.
What if I am unable to answer a Local Connect call?
If you miss a call, you’ll receive an email notification with either a voicemail message or the number of the person who called. Follow up on your leads while they’re still hot and convert some of those missed calls into sales! *Note that the calling number cannot be provided if Caller ID is blocked.
Do I need to have a new phone line installed?
No, there is no need for expensive and disruptive phone line installation. You can answer all incoming calls on your existing landline and mobile phones. It’s also quick and easy to redirect your Local Connect numbers, which keeps your phones ringing if you relocate or expand.
How do I manage my Local Connect numbers?
You can manage your numbers through the My Alltel portal. For example, you can update routing/answer points. All changes made through the portal are FREE to make and take effect IMMEDIATELY. The portal also gives you real-time access to all of your call records. (Available only as part of the Local Connect Plus Bundle.)
Can I record calls?
Yes, you are able to record calls to help improve customer service and sales. With Call Recording, you have the ability to measure the performance of your staff, improve training and evaluate your business processes by listening to both sides of telephone conversations. In addition to this, the Local Connect Plus Bundle has an add-on feature that allows you to identify areas where improvement is required.
Call Routing
What routing schemes are included with my Alltel Inbound Numbers at no additional charge?
Your Alltel Inbound Number service includes Australia-wide, State-based, Time & Day-based routing, Call Splaying, Call Forwarding, and Call Barring options for free.
Can I customise a complex routing configuration for my business?
Definitely! Complex routing schemes such as Region-based, Area-based, Exchange-based, and Postcode Prompting can be added to your service for an additional charge.
How do I request changes to my call redirection?

For Starter, Grow and Pro Plans:

You may call us at 1300 255 835, send an email to support@alltel.com.au, or send a change request through the customer portal at my.alltel.com.au. Our B2B specialists will be happy to assist you with any changes to your call routing.

For Advance Plans:

Customers with Advance plans can manage and make changes to their call routing through the portal access provided by Alltel.
How much will it cost to change my routing scheme?
Changing answerpoints and schedules incur a $10 change fee. Complex requests will be quoted.
How long does it take for call routing changes to be applied to my service?

For Starter, Grow and Pro Plans:

Requests sent over the phone, email, and through the portal have a turnaround time of up to 1 business day.

For Advance Plans:

Changes done through the portal are applied in real-time.