What are the routing options for my 1300 number?

Managing after-hours calls.

As an inbound number service, 1300 numbers have multiple routing or redirection options that gives your business the freedom to operate the way it best suits you. With so many routing options available, how you configure your 1300 number is entirely dependent on how, when or where you would like to have your inbound calls answered.

Switching answerpoints based on time and day is a great way to manage your after-hours calls. For example, you can set your 1300 number inbound calls to your mobile after business hours. You can take that well-earned break without missing any potential business opportunity.

During business hours After hours When you’re
unavailable Your office phone Your mobile Professional
answering service

During business hoursAfter hours When you’re unavailable Your office phone Your mobile Professional answering service

A business phone number that doesn't tie you down to your desk.

When a 1300 number call is routed to any answerpoint, callers will not know their call is being diverted. The routing system is configured in the background, sending your callers to the right answerpoint, at the right time. Your callers will never know if you've answered on your mobile or if you're not in the office when you take their call – unless you tell them.

Did you know you can have your 1300 numbers calls routed based on the caller's location?

Australia-wide routing (1 area)

This is a standard configuration for 1300 numbers. Calls can be routed to one answering point in Australia or overseas.

State-based routing (8 areas)

If your business has multiple offices or branches, you may choose to route your 1300 number calls based on the state or territory of the caller. State-based routing option only applies to calls made from a fixed landline. For example, if the caller is dialing from Victoria, your calls can be routed to the nearest office or another answerpoint such as a mobile. 1300 number calls made from a mobile is routed to a single nominated answerpoint.

Region-based routing (208 areas)

Region-based routing option is great if your business has regional or multiple offices. You can set up your 1300 number to route fixed landline calls to one of up to 208 answering points, based on the region of where the call originated from. Additional set up charge applies for this routing option.

Region-based routing – 208 regions

NSW62 regions

WA31 regions

QLD33 regions

VIC38 regions

ACT1 region

NT2 regions

SA27 regions

TAS14 regions

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Area-based routing (2045 areas)

Area-based routing is the preferred routing option for businesses with multiple city and regional offices. Fixed landline calls can be redirected to one of up to 2045 answering points, based on the area of which the call originated from. Additional set up charge applies for this routing option.

Area-based routing – 2,045 areas

NSW582 areas

WA359 areas

QLD364 areas

VIC392 areas

ACT14 areas

NT23 areas

SA235 areas

TAS76 areas

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Exchange-based routing (5283 areas)

Exchange-based routing provides a great level of detail and inbound call management. With this routing option, you can define call collection areas based on Telstra's exchange boundaries and direct call to different answerpoints. There are approximately 5200 call collection areas with a maximum of 1000 answering points to choose from. Additional set up charge applies for this routing option.

Exchange-based routing – 5,284 areas

NSW1,577 exchanges

WA683 exchanges

QLD991 exchanges

VIC1,178 exchanges

ACT53 exchanges

NT44 exchanges

SA542 exchanges

TAS216 exchanges

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How would you like your 1300 number to work for your business?

Postcode prompting

Did you know that you can route you 1300 number calls based on the postcode that the caller enters on the keypad? Postcode prompting is ideal for your business if you would like to route calls made from mobiles. Unlike calls made from fixed landlines, it is difficult to determine the caller's location via a mobile service.

By prompting the caller to enter a postcode, 1300 numbers can be redirected to the nearest or preferred answerpoint. Additional set up charge applies for this routing option. Talk to us about a professionally recorded voice prompt message.

Time-based routing

Time-based routing is one of the most useful and effective routing options for your 1300 number. You can set up your 1300 number so that your incoming calls are redirected to different answerpoints depending on the time and day. Most businesses find this particularly useful for managing after-hours and weekend calls.

With up to 11 time-lists allowed, your business can benefit from having multiple diversions configured for up to 7 answerpoint numbers.

Call forwarding on busy, no answer or call congestion

What happens to the incoming 1300 number call when your line is busy, or no one is available to answer? One of the great benefits of a 1300 number is the ability configure second and third answerpoints. This means, if your call goes unanswered within a specified number of seconds, the call is then re-routed to an alternative answerpoint.

No more missed calls! You may even want to set your second or third answerpoint to a professional live answering service, where operators will answer your business calls in your business name, take a message and forward them directly to you via email and SMS.

Call splaying

Call splaying is another term for call distribution. This routing option allows you to distribute or share incoming calls between (up to) 20 different lines. If your business operates with multiple staff, teams or departments, call splaying is a great way for you to manage incoming call flows, distribute sales leads or enquiries to the relevant departments.

Let us help you choose your route to maximise your business potential.

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