Posts Tagged 1800 numbers

1300 Numbers – Routing Options

We have had quite a few enquiries this month from clients asking what types of routing are available on 1300 numbers in Australia.

So I thought I would detail the information here. The first note by the way also is that all of these configurations can be applied to the 1800 number as well. There is no difference between the routing availability on 1300 or 1800 numbers.

Single Answer Point
So the first option, and of course the most common, is to land your number to a single phone number. That can be a land line, VoIP line or a mobile phone line. The rule generally is, if you can ring the number directly then it can also be an answer point for a 1300 or 1800 number.

Overflow Routing
You can choose to overflow your number to additional numbers. You would choose a primary answer point (as mentioned above in the Single Answer Point option) and then also advise of additional numbers to land to in the event that the primary number is busy or is not answered. For example you may terminate calls to your business land line first and then overflow to your mobile phone on busy or no answer after 15 seconds. Thus if you go out of the office, you will still receive your business calls. Of course you may also have 2 or 3 land lines in the office and you could overflow through those first so that different team members could take calls when times get busy. The multiple of overflows is unlimited but you would want to consider the callers experience and have them looked after as quick as possible.

Time Of Day
This option is very effective for landing calls to different numbers during hours and after hours. Often our customers at Ozetel will land their 1300 number calls to the office during business hours and then to their mobile phone or live answer service after hours. The routing is pretty much unrestricted in that you could choose an answer point for every minute of the day if you wished!

Public Holiday Routing
We can even highlight public holidays and have your number land to special numbers for each holiday. Very useful if you are going away on a particular day.

Call Percentage Splaying
This basically means landing calls to different numbers based on a percentage set in our network. Often this is coupled with the time of day routing so that between 9am and 5pm for example, we could land 90% of calls to your Melbourne office (where the bulk of your staff work) and the remaining 10% of calls to your Sydney office. Any percentage can be set and again, as many numbers that you require to include in the splaying.

Barring Calls
There are a multitude of barring possibilities including;
– all mobile phone callers,
– callers from a specific state or region,
– specific phone numbers that are considered nuisance calls.

State Based Routing
A business can choose to have each state or territory in Australia routed to it’s own answer point – so if you have offices in each state of Australia and want only callers from that state landing to the right office, this is achievable. This of course is done for both incoming mobile and incoming fixed line callers.

Regional Routing
There are approximtaely 200 mobile phone regions covering all of Australia (for incoming calls on a mobile) that can each have their own answer point. There are far more fixed line (incoming call) regions but again, all of these set regions can have it’s own answer point for your 1300 or 1800 number.

Telstra Exchange Routing
There are thousands of Telstra Exchanges around Australia and a business can choose to have every exchange land to it’s own answer point. It is a massive routing table but very effective when you want to deliver calls to a high number of offices around Australia. The downside is this is only for incoming calls on a fixed line and the default setting for incoming mobile callers is to have just one single number for ALL mobile calls. Clients using this option will often use the Ozetel Postcode Prompter service as the default number for incoming mobile phone callers. This refines the deliver of calls and creates a much more efficient system.

Delivery By Postcode
This isn’t technically routing on the 1300 number network but Ozetel has an additional service called the Postcode Prompter service. Larger businesses, (and specifically franchises), can land their 1300 or 1800 number to the Postcode Prompter indial phone number so that all calls land to this service. Callers are then asked to enter the most relevant postcode for them and then they are landed to the most appropriate store or office, as advised by the business owner.

The final point to keep in mind is that combinations of these options can be used depending on the requirements of the business model. It really is an unlimited situation and often we will have different configurations for the same business as they grow in their industry. There are more services that Ozetel offers (similar to the Postcode Prompter) such as the IVR Menu, Fax to Email, Live Answer services but we have not mentioned those in this article. The Postcode Prompter was included because it was relevant to this discussion.

As you can see, the 1300 and 1800 number has powerful routing capabilities and fits to all business sizes from the small private company to the multinational corporation.

, , ,

No Comments

When To Use A 1800 Toll Free Number

When deciding to get an inbound number (that is a 1300 or 1800 number), business owners need to choose whether to go with a 1300 number or a 1800 number.

A 1300 number is great for Australian business if you have a majority of local clients who call you. This is because the owner of the 1300 number will get free time on every call that is deemed to be a “local” call. That is, a caller who is using a fixed line to call and is within 50 to 60 kilometres from your answer point for the 1300 number, which by the way must also be a fixed line. If you do no have a majority of local callers then there is no benefit to you as the owner of the inbound number.

Thus, you may as well go a 1800 number because the costs will be the same to you.

The additional benefit of course, is that 1800 numbers in Australia are considered “toll free” numbers. That means, callers who ring your 1800 can call that number for free, whereas a call to a 1300 is charged at a once off fee of usually 25 to 30 cents depending on their carrier. Now it is important to remember that both of these considerations change when you consider the caller who calls on a mobile phone. Mobile phone carriers will often charge a per minute rate for us to call a 1800 number and so the “toll free” characteristic goes out the window. Also, calling a 1300 number can be higher on mobiles, again depending on the mobile carrier in Australia. Of course, the call to a 1300 can never be a “local call” when callers use a mobile phone line also.

So it is worth weighing up these points and choose accordingly.

Do you have a market predominantly outside a local foot print?
Do you want to present to the market as a “free” call?

If your answer to both of these questions is yes then you would generally choose a 1800 number because you would be creating more value to your market and the costs of the calls would be the same.

, ,

No Comments