Call Routing

Adding a Call Overflow function to a Toll Free number can be the easiest way to prevent missed calls.  

You nominate a primary answer point and second phone number which will effectively act as a “backup’ answer point in the event that the primary number is engaged, or not answered.

Next step

Call 1800 881 272 for more information or Click Here to send an online enquiry and we'll call you back within one business day.

Time Routing, or time of day routing, is a feature that can be activated on Toll Free numbers to direct calls to a particular location, based on time of day and day of week. 

You stipulate your time of day requirements and these are programmed in to your Toll Free number. You can even specify where calls should be sent on public holidays. 

Benefits to your business

• Increase your hours of operation
• Capture more calls to ensure maximum sales and revenue.
• Use staff resources more efficiently

Next step

Call 1800 881 272 for more information or Click Here to send an online enquiry and we'll call you back within one business day.

Call Splay splits incoming call traffic between different answer points using a percentage allocation.

For example, you can split calls between call centres like the following:

- 40% of calls go to call centre A

- 30% of calls go to call centre B

- 30% of calls go to call centre C

Benefits

• Test a new call centre or answering location prior to sending all traffic there
• Utilise staff in existing locations as opposed to employing more staff in one location

Next step

Call 1800 881 272 for more information or Click Here to send an online enquiry and we'll call you back within one business day.

A Customised Voice Response (CVR) lets your customers select from a specified menu so that their calls can be connected to the right department or store location.

Use an interactive voice over to guide your callers to make a choice.

For example

Thank you for calling to Company X

Please Press 1 to speak to our service team

Press 2 to speak with sales

Or press 3 to speak with accounts

Benefits to you business include

• Large professional appearance to your customers
• Consumers can make the choice about where their call is directed
• Calls are connected to the right department or store location

Next step

Call 1800 881 272 for more information or Click Here to send an online enquiry and we'll call you back within one business day.

State Routing is a feature that can be activated on Toll Free numbers to divert calls to a particular answer point based on the state/territory that the call originates from. 

For example

- Send callers from NSW to your Sydney office

- Send callers from QLD to your Brisbane office

- Send callers from VIC to your Melbourne office

Benefits to your business include

• Save money on call costs by having more calls answer locally
• Give your company a national presence with one contact number for the whole country
• Share the call traffic load by routing calls to staff in multiple locations

Next step

Call 1800 881 272 for more information or Click Here to send an online enquiry and we'll call you back within one business day.

Postcode Prompter lets your customer decide the preferred destination of their call, by prompting them to enter a postcode after dialing your Toll Free number.

For example

"Thank you for calling Destiny Tyres. To be connected with a dealer in your location, please enter your postcode now."

The caller then enters their postcode and the Toll Free number redirects them to the correct location.

Postcode Prompter is ideal for companies that are mobile or who have customers calling them from locations other than where they would like the product or service fulfilled, e.g. mortgage brokers.

Benefits to your business include

• Customer chooses where their call goes.
• Consistent call handling.
• Support your branding with a message.
• Save on double handling.
• Simplify call handling

Next step

Call 1800 881 272 for more information or Click Here to send an online enquiry and we'll call you back within one business day.

Exchange Routing is a feature that can be activated on 13, 1300 and 1800 numbers to direct calls based on the telephone exchange the call originates from.

The country is broken down into local telephone exchanges. With Exchange Routing, you decide where you would like calls from each of these telephone exchanges to be answered.

When the caller dials your Toll Free number from a land line the call is automatically routed directly to the allocated location.

Exchange Routing benefits:

• Save on call costs by having more calls answered locally
• National presence with one contact number for whole country
• Screen states you don’t service
• Save on staffing by using existing staff in multiple locations
• Convenience for callers to speak to a local person

Next step

Call 1800 881 272 for more information or Click Here to send an online enquiry and we'll call you back within one business day.

Area Code Routing is a feature that can be activated on Toll Free numbers to direct calls to a particular location based on the area code of the calling number. 

For example

You have two offices, one in Sydney and one in Tamworth.

You can set Area Code Routing so that all incoming calls with area codes starting with 0267, 0268, 0269 go to Tamworth. All other incoming calls can be set to go to your Sydney answerpoint.

Benefits to your business include

• Save on call costs by having more calls answered locally
• National presence with one contact number for the whole country
• Screen area codes you don’t service
• Save on staffing by using existing staff in multiple locations
• Convenience for callers to speak to a local person

Next step

Call 1800 881 272 to get a quote or Click Here to send an online enquiry and we'll call you back within one business day.