With Call overflow, you can direct your incoming calls to an alternative telephone number when the original telephone number is busy or not answered within 20 seconds. Calls can be overflowed up to three times, It is recommended that Voicemail is used as the final Call Overflow to ensure you never miss a call.
This feature allows you to share calls in 1% increments between up to 10 telephone numbers/locations based on their ability to handle the workload. For example, a nominated percentage of calls answered at one place and the remainder of calls at another location (averaged over 1000 call attempts).
Time and Day Routing
Lets you divert calls to alternative telephone numbers based on the time and day the call is made. For example, the customer can divert calls after hours to a mobile or to MessageBank to ensure potential sales leads are captured. Or if their business has more than one office, such as in Sydney and Perth, you could have calls to Sydney diverted to Perth when the Sydney office closes, to take advantage of the time difference and effectively extend your trading hours.
You can direct calls to predetermined telephone numbers based on Australia’s Area Codes. There are approximately 70 metropolitan, regional and country area codes in Australia. You can, therefore, have up to 70 call collection areas. There are many combinations - all with just the one Inbound number - and you can choose the combination that suits your business needs.
Like Area Codes, mobiles can be routed by Mobile Service Areas. There are over 200 MSA’s Aust wide. Please note, Major cities are covered by single MSA’s.
With an inbound service, you can set your service to divert on specified public holidays to an alternative answering location or message service. You name the holiday, and we will look after the dates of that holiday each year.
You can also set your service to divert on specified days or range of days to an alternative answering location or message service for this year and next year. You provide the special dates, and we will design your service to divert on those dates to the location you specified.
Local Area Manager – Fixed Originated Calls
Local Area Manager enables you to have several call collection areas within the capital cities based on Telstra’s telephone exchange boundaries. There are approximately 5000 exchange areas to choose from. This is a more flexible way of managing call traffic and offers you greater call collection granularity than Area Manager.
Postcode Manager – Fixed Originated Calls
Postcode Manager allows you to route your calls based on geographical postcode areas defined by Australia Post. The Intelligent Network (IN) will match physical addresses of dialling numbers to the postcode for that address. The Call Collection Areas will be defined using postcode numbers, e.g. 2112 for Ryde NSW or 3220 for Geelong VIC.
Census Collection Districts (CCD) Manager– Fixed Originated Calls
CCD Manager is the most granular level of routing, and from the end, March 2014 will be updated to use mesh blocks from the last Census. The call collection regions will be based on the Statistical Area 1 level defined by the Australian Bureau of Statistics as the lowest level to aggregate census demographic data. This feature is used by franchise companies with a store nearby, e.g. Domino’s Pizza.
The Traffic Allocator feature is used to distribute high traffic loads across multiple answer points efficiently. It can send calls to up to twenty answer points with each answer point configured to limit the number of calls to the answering point before the call is routed to the next answer point. There is no upper limit for the call limit per answer point. You set the call limit.
The Traffic Allocator feature is used for heavy traffic conditions. Intelligent Network keeps track of the number of calls in progress sent to each Answer Point and sends the call to the first Answer Point in the list with available capacity to answer the call. An Answer Point has available capacity to answer a call when the current number of calls in progress is less than the Call Limit Value set for that answering point.
Silver Service provides the ability to route calls originating from specific telephone numbers to one particular answer point. This gives you the ability to provide superior or “Silver Service” to particular callers. It is useful if you want to manage highly valued customers.
Business Continuity / Disaster Recovery
Inbound numbers have various options and tools to manage your service if 1 or more of your answer points become unavailable. For example, in 2011, businesses in the Brisbane CBD were evacuated due to floods. Your customers business must have a plan to handle calls if one of their offices becomes unavailable.