FAQs

  1. Area Dependent Routing
  2. Call Completion Feature – Courtesy Response
  3. Call Distributor Routing
  4. Call Origin Routing
  5. Call Screening/Call Barring
  6. Can I terminate an inbound number to another inbound number?
  7. Custom Recorded Voice Announcement (CRVA) Courtesy Response
  8. Days of Week Routing
  9. Days of Year Routing
  10. Emergency Diversion
  11. Exchange Based Routing
  12. How does an inbound service work?
  13. IVR
  14. MOLI – Mobile Origin Location Indicator
  15. Postcode Prompter
  16. State Based Routing
  17. Time of Day Routing
  18. What are the benefits of an inbound service?
  19. What is complex configuration?
  20. What is Exchange Based Routing?
  21. What is Regional Based Routing?
  22. What is the relationship with Inbound services?
  23. What’s the difference between 1800 and 1300/13 numbers?
Area Dependent Routing

Calls are directed to a destination according to the area from which they originate. The
destination number may be the same for a number of areas.

Please note that not all exchanges in Australia are covered by an area. If a person calls from an
exchange that is not located in one of the Areas they will be routed to the Global Else Number.

Area-Dependent-Routing

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Call Completion Feature – Courtesy Response

Courtesy Response provides a recorded announcement which has been customized according
to the customer’s specification.

If you need to provide standard information to callers, this feature can be used as the sole
destination for their service number.

 

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Call Distributor Routing

Call traffic to a service number can be directed to different destinations according to a pre-set
ratio. This allows for overall traffic to be distributed amongst a number of different call
handling centers on a predetermined basis.

Please note that the distribution must total 100%

Call-Distributor-Routing

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Call Origin Routing

Call Origin Routing allows calls to be sent to the nearest local office (or any destination the
customer wishes) depending on the origin of the call.
Call Origin Routing are classified as followed:

  • State Routing
  • Area Dependent Routing
  • Exchange Based
  • Call Distributor

 

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Call Screening/Call Barring

Call Screening/Barring lets you accept or reject incoming calls automatically on the basis of
their point of origin (for example, you can bar calls from mobile phones to minimise costs).
Barred calls are redirected to a standard voice announcement.

Call-Screening-and-Call-Barring

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Can I terminate an inbound number to another inbound number?

An inbound number can only terminate at a valid Australian Fixed Wire or mobile number, ie
0298876654 or 042123456 and also International number.

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Custom Recorded Voice Announcement (CRVA) Courtesy Response

This allows customers who need to provide standard information to their callers to have a
customised recorded announcement.

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Days of Week Routing

This feature allows the destination of calls to be determined according to the day of the week.

Days-of-Week-Routing

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Days of Year Routing

This feature caters for holidays and allows calls to be routed to a specific destination according
to the date. An example of usage of this feature would be to route calls from all State to the
NSW and QLD office on Melbourne Cup Day where the NSW and QLD offices are still open, but
the Melbourne office is closed.

Days-of-Week-Routing

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Emergency Diversion

The Emergency Diversion Plan is designed for those companies where an emergency at their
call answering centre would have a major impact on their business.

It enables you to devise a plan for an alternative destination for calls to their service, in the
case of an emergency.

 

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Exchange Based Routing

As with State and Area dependent routing, Exchange based routing delivers the inbound call to
a destination based on the originating exchange area.

There are over 4000 exchanges in Australia.

 

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How does an inbound service work?

The 1800/1300/13 inbound service is a call diversion system. When a customer phones your
1800 or 1300/13 number they are actually diverted to a third number not displayed to the
caller. Calls can be diverted depending on the phone number being called from or the location
of the caller, and can be further re-directed if the destination number is busy or not answering.

Inbound numbers can point to any 10 digit Australian number and in some cases it can point to
an internal destination.

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IVR

Interactive Voice Response – Automated customer service or information selection based on
pre-recorded voice prompts controlled by a touch-tone telephone or speech-recognition system.
Most IVRs are hosted by the customer’s CPE. vTelecom supplies IVR’s to some end users with inbound services .

 

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MOLI – Mobile Origin Location Indicator

MOLI – Mobile Origin Location Indicator is the optus version of Mobile Routing.

This can be combined with State, Area, Exchange and Prefix routing.

 

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Postcode Prompter

This enables customers to direct calls according to a postcode or suburb supplied by the caller.

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State Based Routing

With State Based Routing you can do one of 2 things:

1. You can restrict access to a particular state or combination of states.

Days-of-Week-Routing

2. Calls can be sent to different destinations according to the state from which they originate.
The call is analyzed according to the state of origin and routed to the appropriate destination
number. The destination number may be the same for a number of states (or for all states) or it
may be different for each state.

Days-of-Week-Routing

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Time of Day Routing

This feature allows you to rout your calls according to the time of day

Days-of-Week-Routing

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What are the benefits of an inbound service?

Inbound numbers not only give your business a single, nationwide point of contact, they offer
the following key benefits:

The real perception of a customer focused organisation

A 1800/1300/13 number makes it cheaper for businesses to be contaced, giving the impression
that your business is eager to engage with customers.

Increased client feedback

A cheap and accessible 1800/1300/13 service number can easily generate increased customer
feedback. This valuable information could be then used to adapt products or improve services,
which in turn can induce greater customer loyalty.

Ease of relocation

Any new physical address due to relocation still retains the single, nationwide point of contact
that is your valued 1800/1300/13 service. Enhanced savings can also accrue when not having
to alter your phone numbers on business cards, letterheads etc.

Easy recall equals more customer interactions

A 13 number has only four digits after the 13, and 1300/1800 numbers have six digits, meaning
they are more easily recalled by customers compared to standard 10 digit numbers. These
numbers can be used effectively in marketing campaigns and can lead to increased sales.

Targeted marketing

With an inbound number you will see the first 6 digits of calls to your 1800/1300/13 number on
your phone bill. While this doesn’t identify the caller, the six digits can indicate where the
incoming calls originate, this means marketing campaigns can be fine tuned and targeted with
greater accuracy and impact.

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What is complex configuration?

Complex configuration is any configuration that is not simple configuration.

This includes:

 

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What is Exchange Based Routing?

This relates to how a B-party handles calls from an A-party, and specifically relates to inbound
services (13/1800 numbers).

In this scenario, the A-party will be connected to C-party based on the exchange area A-party is
associated. This is ideal for a business with many stores that want to advertise a single national
number, e.g. a national pizza shop with stores in most suburbs like Dominos.

When setting up Exchanged Based Routing, users can opt to have a different answerpoint for
each exchange. It is important to note that there are approxiimately 4000 exchanges within
Australia. However a set up form listing each exchange is supplied upon set up to make the
process easy.

After submission of the request to V telecom

 

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What is Regional Based Routing?

This relates to how a B-party handles calls from an A-party, and specifically relates to inbound
services (13/1800 numbers).

In this scenario, the A-party will be connected to C-party based on the prefix of the A-party.
This is ideal for businesses with fewer stores equally spread through the nation, such as a self
storage business (e.g. Kennards, Storage King, etc).

When setting up Regional Based Routing, users can opt to have a different answerpoint for
each region. A set up form listing each region is supplied upon set up to make the process easy.

Request to V Telecom

 

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What is the relationship with Inbound services?

It is a service that can handle many concurrent calls.
It is therefore set up to manage the incoming traffic for a customer via our network with an
Inbound number (13/1300/1800).

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What’s the difference between 1800 and 1300/13 numbers?

Not much. The only significant difference is how the call cost is divided. The cost of calls to
1800 numbers is paid by you, the business owner of that number. Cost of calls to a 1300/13
number is shared by both the caller (usually at a flagfall rate) and the business. Calls to either
1800 or 1300/13 can be made from any telephone in Australia, including mobiles.

 

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