Inbound Voice Services – FAQs
How do 1300 and 1800 numbers work?
Our 13 / 1300 / 1800 inbound service is, in itself, a call redirection or re-routing system. Inbound numbers are also sometimes called “Virtual Numbers”.
When a customer originates a call from their phone (the A-number) to a 13 / 1300 / 1800 number (the B-number), they are actually routed (diverted) to your designated phone number (the C-number) which is not displayed to the caller.
Calls can be routed depending on the phone number being called, the location of the caller, and/or the time of day, and can be further re-directed if the destination number is busy or not answering or experiences routing failure.
Globe Telecom supports inbound numbers that allow your customers to contact your business from anywhere in Australia and the most they will pay is 30 cents (inc gst).
Inbound numbers are a great way of getting a competitive advantage when advertising in interstate markets and your calls can be answered at any location in Australia, including your mobile phone.
1800 Inbound Numbers
A 1800 Inbound number is FREE for customers to call anywhere in Australia. The full cost of the call is paid by the number owner.
13 & 1300 Inbound Numbers
When a customer calls a 13 or a 1300 number they incur a 30c (Inc GST) charge. For the owner of the number the first 10 minutes of any local call is Free making it a very economical service to run.
Features and Flexibility:
The network Globe uses is one of the most technically advanced in Australia and features the following:
- Customised Call Barring.
- Australia Wide Routing.
- State Based Routing.
- Exchange Service Area Routing.
- Postcode Routing .
- Call Splaying.
- Call Overflow.
- Time of Day Routing.
- Day of Week Routing.
- Day of Year Routing.
- Selected Caller Routing.
1. Customised Call Barring
This feature allows calls from certain numbers to be blocked. For example, calls from mobiles or selected callers or certain calling areas. Another example could be a customer with a 1800 number in Melbourne may elect to block calls to this number originating in the Melbourne local calling zone and provide a local 03 number for Melbourne callers to dial.
2. Australia Wide Routing
Australia is viewed as one geographic zone. All calls originating in Australia are routed to the same answering points.
3. State Based Routing
Where each state is viewed as separate geographic zone. Calls originating in each state can be treated differently to other states (ie. calls originating in each state can be routed to different answering points in any state).
4. Exchange Service Area Routing
Calls originating in each Exchange Service Area (ESA) are routed to particular answering points based on how calls originating from that zone wish to be treated.
5. Postcode Routing
Calls originating in each postcode area are routed to particular answering points based on how calls originating from that zone wish to be treated. The postcode reference list used for routing excludes postcodes used exclusively for PO boxes.
6. Call Splaying
Calls are shared between answering points depending on resources available at each point. For example, a company with 80 staff at one call centre and 20 staff at another may have 80% of calls directed to the larger centre and 20% of calls to the other.
7. Call Overflow
If all lines at an answering point are busy or there is no answer or if there is network congestion preventing calls being connected, calls are diverted to an alternate answering point. The customer can select the time-out period for overflow on busy, ie. how long calls ring before overflowing to the overflow answering point.
8. Time of Day Routing
Calls can be routed to alternative destinations according to the time of day. For example, calls from Perth can be routed to Sydney in the morning hours before the Perth centre opens for business and calls from Sydney can be routed to Perth in the afternoon after the Sydney office closes.
9. Day of Week Routing
Calls can be routed to one set of answering points on Monday to Friday and another destination on weekends.
10. Day of Year Routing
Calls can be routed to a particular destination based upon specific dates that may be unique to the business or industry or for a public holiday set which defines all public holidays applicable to the state or territory.
11. Selected Caller Routing
Calls received from particular clients (VIPs) are directed to answering points where they are given top priority, similar to selected caller access above.
How do 13 numbers work?
Inbound – 13
Our Inbound 13 number service provides customers with an easily recalled six-digit number. Your customers, all over Australia, are more likely to remember your number and call you for the price of a local call. The simple six-digit 13 number makes your advertising more effective.
This number is ideal for businesses that desire to project a corporate image and require a phone number that is memorable and inexpensive to its customers. Our Inbound 13 numbers are ideal for companies that are expecting a large volume of calls and wish to increase the geographical “reach” of their business.
- Project a corporate image.
- Simplify your advertising with a simple 6-digit number.
- Build on your brand strength.
- Increase on your marketing response rate, direct all campaign enquiries to a central area.
- Direct your customers to the appropriate location in the organisation with routing abilities.
- Appear to be Australian wide business, not just “local”.
- Improve your customer service.
- Trial a new market without the expense of setting up an interstate office.
- Manage your business regardless of geographical setup or office hours .
- Configure the routing depending on the nature of the enquiry, their geographical location or the time and date of a customer’s call.
To find out how Globe Telecom’s inbound numbers can help your business generate more business call 1300 73 73 14 during business hours Monday to Friday EST.