Posts Tagged postcode prompter

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.

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1300 Number routing for mobiles

Routing a 1300 or 1800 number can be done in a multitude of ways including time of day, overflows, barring mobiles or particular incoming callers, delivery by state, by regions, by telstra exchanges and much more.

The concern that has always existed, is the limitations of routing callers calling your 1300 number on their mobile phone.

WHY?

Because, there are only limited numbers of mobile towers throughout Australia so the best you can do is large areas covered by a mobile tower. Thus, if a franchise has multiple branches in the same area covered by just one mobile tower, you have a problem. Fixed line callers calling your 1300 or 1800 number are different, because a telco can route every Telstra Exchange to its own answer point, and there are 1000’s of Telstra Exchanges. Fixed lines are much more controllable. Thus, if a business wants to mirror fixed line and mobile line callers to their inbound number, It cannot be done by direct routing.

THE SOLUTION?

Telco’s have solved this issue by creating the Postcode Prompter technology.

This allows a franchise or business with multiple stores to land their 1300 number to a postcode prompter platform, and instruct the caller to enter a postcode to be delivered to their nearest store. The benefits are numerous including;

– efficient delivery of callers on both fixed line and mobile lines,
– a system that is able to be branded with audio and announcements,
– in depth reporting,
– individual billing to franchisees and more.

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