Frequently Asked Questions

Got a question? Review our detailed FAQ's below.

What are Toll Free Numbers?

A Toll Free number, otherwise known as virtual numbers or Inbound Numbers, are phone numbers used to carry a call from a point of origin (the calling party) to a point of termination (the answer point).

Toll Free numbers have no infrastructure or cabling requirements. They simply "piggy-back" on the existing land line and mobile networks across Australia.

In Australia, there are three main types of Toll Free numbers:

  • 1800 Numbers - a 6 digit number prefixed by 1800, e.g. 1800 123 456
  • 1300 Numbers - a 6 digit number prefixed by 1300, e.g. 1300 123 456
  • 13 Numbers - a 4 digit number prefixed by 13, e.g. 13 12 34 .

We point your chosen Toll Free number to your landline or mobile, so there's no down time if you are transferring your current 1300 numbers.

How does a Toll Free number work?

Toll Free Numbers are numbers that can be used anywhere, regardless of geography (unlike a fixed phone line). Inbound calls to these numbers are then directed to a Full National Number (FNN), for example 02 9876 5432, or a Mobile Service Number (MSN), for example 0400 345 678. These numbers are called the Answer Points.

When a call is placed to a 1800, 1300 or 13 number, the call enters the network and a search is conducted to find the relevant routing strategy that applies to the Toll Free Number.

The routing strategy can consist of a number of options including Call Routing and Call Completion products, which will determine which answer point the call goes to.

Once the routing strategy is found, the call proceeds to its destination. This all happens instantaneously, so the caller doesn't experience any delay.

It is important to note that it is not possible to make an outgoing call from a Toll Free Number, as the number does not have a physical location.


What is a Local Number?

Local Numbers are very similar to a 1300 Toll Free Number.

Local Numbers take the format of a Full National Number (FNN) e.g. 02 9876 5432 for Sydney, 03 9654 3210 for Melbourne or 08 9210 9876 for Perth, and can be selected based on where you want your business presence to be based.

Calls to a Local Numbers are then redirected to a point of termination, which can be any fixed or mobile number. Unlike normal FNN numbers, which are geographically based, Local Numbers can be held by customers anywhere in Australia.


I already have a number with another provider but I want to shift to Zintel. What should I do?

Zintel can port or transfer your number across without any problem. You get to keep the same number, and in most cases you can have the exact same set up.

Request a call back and our Zintel specialist will help you through this simple process

If I get a Toll Free or Local Number with Zintel do I have to bring across my landlines and mobiles as well?

Toll Free Numbers do not need to be with the same provider as your other numbers.

This means you can take advantage of Zintel's great rates and products, without having to shift your whole account across.

I just want to connect a number and start receiving calls now. How long does this take?

Simple connections with calls answered on your landline or mobile can be connected within 2 business days.

You can add Call Routing, Call Completion or Call Reporting features to your service later on. Contact Us today to discuss what we can do for you.

I want to know more information about who is calling me. What does Zintel offer?

Our Call Reporting is the best in the business. You can select from a number of different reporting packages, or you can customise a reporting set to suit your business.

Our reports can show you the locations that your calls are coming from, the times of day when people are calling, how many calls are being missed, and much more.

How do I make sure all of my calls get answered?

One of our Call Routing or Call Completion products will take care of this for you.

In the event that your call isn't answered because your answer point is busy or goes unanswered for a period of time, our Call Overflow feature will ensure the call can then be routed to a second answer point.

If there's no one to take the call at your second answer point, our Voice-to-Email feature acts as a backup for your service. This feature sends your customer's voice recording as an email so that all of your messages are waiting in your inbox.

Alternatively, we also offer a Live Answer service, where one of our professional, Australia-based representatives takes the call in your business's name, captures all of the details and then sends them to you via text or email.

Contact Us today on 1800 122 004 to discuss what we can do for you.

How long will it take to add Call Routing or Call Completion options to my service?

Simple Call Routing strategies like Overflow, Time Routing and Call Distribution can be completed for you in just a few days.

Upon completion of your connection, you will be provided with login details for our Zintel Portal. In the customer portal you can lodge tickets to set up new features on your account and you can also view it's progress.

If your request is for a complex routing product then one of our service team will contact you and let you know just how long your request will take.

Contact Us today on 1800 122 004 to discuss what we can do for you.

How can I send calls to more than one place with just one number?

Use a Call Routing strategy. Your phone calls can be redirected based on percentages, the time or day of the call, or geographic region of the call. Routing solutions include:

Call Distribution - splitting calls based on percentages, i.e. 50% to one answer point and 50% to an alternative answer point.

Postcode Prompting - prompts the caller to enter a postcode, to determine where their call is sent.

Regional Routing - routes the call based on the town or city the caller is in.

State Routing - routes the call based on the state the caller is in

Customised Greeting - caller is presented with a greeting, and prompted to select a number to determine where their call is sent.

Contact us today on 1800 122 004 to discuss what we can do for you.