Inbound 13/1300 and 1800 numbers can be set up in a variety of ways. The set up options for all prefixes are the same and the numbers offer a much broader range of routing and call handling options than traditional landline numbers.
How Do Inbound Numbers Work?
Inbound numbers are virtual numbers which require to be routed to an answering point. The numbers can be routed to one or a range of answering points which can either be a landline or a mobile number. They are called inbound numbers as you can only receive calls and cannot make any outgoing calls.
Call handling functions are used to enhance the caller experience and ensure all incoming calls are handled in the best possible way. They are also used to promote your business and create a professional image through the use of the Auto Attendant and a Business Intro Message.
Call routing options are used to manage the call and terminate it at a nominated answering point. The wide range of routing options can be configured to suit your individual business requirements and will ensure that every call is routed to the appropriate destination.
Call Handling Features
Auto Attendant (IVR)
Auto Attendant, or otherwise referred to as an IVR (Interactive Voice Response), is a fantastic way to improve call handling efficiency for your business. By incorporating Auto Attendant with your inbound 13/1300/1800 number, you can greatly reduce the workload for the reception staff and ensure all calls are directed to the right personnel. Auto Attendant doesn't need to be complicated or lengthy and you can incorporate a brief marketing message before the options.
Voice 2 Email
A Voice 2 Email service is effectively a voicemail function that emails voice messages to a designated email address. The service can be used for a variety of business needs, the most popular being call overflow and after hours messaging.
Inbound 13/1300/1800 numbers can be configured to route calls to alternative answering points depending on the time of the call or if the main answering point is busy. If the call is routed to the Voice 2 Email service, the caller can record a message following a short announcement. That way your business will never miss a call.
Business Intro Message
A recorded intro message can be programmed to play at the commencement of the call. Promote your business brand, product or service and create a powerful customer experience. Submit your own recording or take advantage of our professional recording service for only $39. Ideal for business intro messages, auto attendant prompts, professional voicemail and after-hours messages.
Call Routing Features
Australia Wide Routing
Calls from anywhere in Australia are diverted to a single number. That number can either be the final answering point or the Auto Attendant which will then route calls to a choice of numbers dependent upon caller selection.
State Based Routing
Ensure your customers' calls are diverted to the closest office. Calls are routed according to the origin of the call dependent upon the state they originate from i.e. VIC calls are diverted to the VIC office, NSW calls are diverted to the NSW office, etc. All you have to do is nominate an answering point for each state, and they don't have to be local numbers and you can use the same number for a number of states.
Time Based Routing
This routing option is mainly used for calls outside the normal business hours, week-ends, public holidays, and holiday periods. Calls are automatically diverted to an alternative answering point dependent upon the time and date of the call. An ideal solution for ensuring you never forget to turn on the night switch.
Also known as Call Whisper, this function warns the recipient of the call that it's coming from the inbound number. A subtle voice message is played at the beginning of the call and can't be heard by the caller. Perfect for businesses that have multiple numbers or users that accept the 13-1300-1800 calls on the mobile and would like to differentiate between incoming calls.
This option distributes the inbound calls to a number of different answering points, depending on the pre-set ratio of available resources at different sites e.g. 60% of calls to be routed to one answering point, 40% of calls to be routed to another answering point.
Callers are re-routed to an alternative answering point if the call is unanswered or the line is busy. Call overflow can be set depending on the number of seconds that the call is unanswered. This feature eliminates long wait times or the call ringing out.
This feature prevents calls from certain groups of callers being accepted by the service. Local call barring enables callers from within the same area code as the destination number to be barred i.e. 02, 03, 08 etc. (available in capital cities only). State-wide coverage access to a particular state or a combination of states can also be restricted.
Calls to the 13-1300-1800 number can be recorded for training and operational purposes. Please note that privacy legislation does apply and the account holders are fully responsible for its compliance.