Home Inbound Numbers (13/1300/1800 & Routing)

Inbound Numbers (13/1300/1800 & Routing)

Learn how to manage your inbound numbers, including 13, 1300, 1800, mobile routing numbers, and local call forwarding services. Find setup guides, routing options, costs, porting instructions, trouble
By ThinkPickle Admin
• 20 articles

Overview of Pickle Inbound Numbers

Article content Pickle inbound numbers allow your business to receive calls on 13, 1300 or 1800 numbers with flexible routing, reliable delivery and detailed call reporting. This article provides a high-level overview of how inbound numbers work, when to use them, and the key features available. What Are Inbound Numbers? Inbound numbers are non-geographic business phone numbers that let customers call you from anywhere in Australia. They are not tied to a specific location and can be routed to many different destinations such as: - Business landlines - Mobile phones - Cloud phone systems or call centres - Multiple destinations for redundancy Pickle provides inbound numbers with network-level routing and analytics, helping businesses manage calls more effectively. Types of Inbound Numbers Pickle offers three main types of inbound numbers: 13 Numbers - Short, easy to remember - Good for established brands - Typically higher monthly service charges 1300 Numbers - Widely used for general business enquiry lines - Cost-effective and flexible - Suitable for most businesses 1800 Numbers - Free for most landline callers - Improves accessibility for customers - Business absorbs inbound call usage charges Choosing the right type depends on your business goals and how you want callers to experience your service. Learn more: Choosing between 13, 1300 and 1800 numbers Key Features of Pickle Inbound Numbers Flexible Call Routing Inbound numbers can be routed using: - Time & day rules — Route calls differently during business hours, after hours or weekends - Geographic routing — Direct calls based on caller location (state, area or postcode) - Overflow & failover — Redirect calls during peak volumes or outages Routing happens in the network before calls reach your phone system. Learn more: How inbound call routing works IVR Menus & Announcements You can play welcome greetings, instructions or interactive menus (e.g. “Press 1 for sales”) to guide callers before they connect. Learn more: IVR menus and call announcements Public Holiday & Special Date Handling Inbound numbers can have special routing for public holidays, closures or events so calls are managed consistently without manual intervention. Learn more: Public holidays & special date routing Business Continuity & Disaster Recovery Because routing is network-level, inbound numbers remain reachable even during: - Internet outages - Phone system issues - Office closures Failover rules automatically redirect calls to backup destinations. Learn more: Business continuity & disaster recovery for inbound numbers Reporting & Analytics Pickle provides: - Near-real-time dashboards - Call volumes and patterns - Answered vs missed calls - Caller locations - Hour-by-hour breakdowns These reports help you optimise staffing, routing and performance. Learn more: Understanding inbound call reports & analytics Billing & Charge Transparency Inbound numbers incur: - Monthly service charges - Usage (call) charges Charges vary by type of number and call characteristics but are clearly itemised on your invoice. Learn more: How inbound calls are charged When Businesses Use Inbound Numbers Inbound numbers are ideal if you want to: - Present a national contact number - Use routing to improve customer experience - Share calls across multiple teams or locations - Support marketing campaigns - Improve reporting and operational insights Whether you’re a small business or enterprise, inbound numbers help simplify how customers reach you. Get Started You can order a new inbound number or request a port directly through Pickle. To get started: 1. Choose the inbound number type you need (13, 1300 or 1800) 2. Decide whether you want a new number or to port an existing number 3. Provide your preferred call routing details 4. Add any announcements or IVR menus (if required) 5. Review and activate your inbound service You can begin this process online here: 👉 https://thinkpickle.com.au/products/virtual-phone-numbers If you’re unsure which number type is right, or need help planning routing before you submit your order, Pickle Support can assist. Related Articles - What are inbound numbers (13, 1300 & 1800)? - Choosing between 13, 1300 and 1800 numbers - Buying a new inbound number vs porting an existing one - How inbound call routing works - Understanding inbound call reports & analytics

Last updated on Dec 14, 2025

Setting Up Your Inbound Number

Article content Setting up an inbound number with Pickle means your business can receive calls on a professional 1300 or 1800 number, with flexible routing, analytics and reliability. This article explains the steps involved in: - Adding a new inbound number - Activating a smart number - Porting an existing number to Pickle 1. Adding a New 1300 or 1800 Number To get started with a new inbound number: 1. Log in to the Pickle Customer Portal. 2. Go to the Phone Numbers section. 3. Click Add New Service. 4. Select 1300 Number or 1800 Number. 5. Choose your preferred number from the available list. 6. Complete your account and billing details. 7. Submit your order. Once placed, Pickle will provision your number and configure routing based on your instructions. New inbound numbers are typically activated quickly, especially if routing details are provided up front. Helpful routing options (like time & day and geographic routing) can be applied after setup. 2. Activating a Smart Number A smart number is a memorable 1300 or 1800 number (such as 1300-FLOWERS) that enhances your brand identity. To activate a smart number with Pickle: 1. Confirm you have proof of ownership (Enhanced Rights of Use/EROU invoice) from the ACMA Numbering System dashboard. 2. Initiate the setup via the Pickle Customer Portal or order form. 3. Enter your smart number details and upload the EROU proof. 4. Provide routing instructions for where calls should be delivered. 5. Complete and submit your application. 6. Pickle will activate the smart number and apply your settings. Activation typically takes a few business days depending on ownership verification and routing details. 3. Porting Your Existing Number to Pickle If you already have a 1300 or 1800 number with another provider, you can port it to Pickle so you keep the same number and enjoy Pickle’s features. To prepare: - Confirm the current provider’s name - Gather the account number and billing details - Ensure the owning business name matches the provider’s records To submit a port request: 1. Log in to the Customer Portal. 2. Go to Phone Numbers → Add New Service. 3. Choose 1300 Number or 1800 Number. 4. Enter the number you want to port and your current provider details. 5. Submit the port request. Once submitted, you’ll receive a confirmation and Pickle will coordinate the port date with your losing provider. Expect the port process to take up to 10–15 business days in most cases. Tips to Avoid Delays - Make sure your inbound number’s registered details match what your current provider has on file. Mismatches are a common cause of delays. - Provide complete routing instructions when ordering so setup can proceed without back-and-forth. - If you purchased a smart number, upload your EROU invoice during activation to prevent verification delays. Get Started You can begin setting up your inbound number — whether you’re adding a new one, activating a smart number, or porting — right here: 👉 https://thinkpickle.com.au/products/virtual-phone-numbers Pickle Support can also help you choose the right number type or configure advanced routing before you submit your order. Related Articles - Buying a new inbound number vs porting an existing one - How inbound call routing works - Inbound number setup timelines - How to Activate a Smart Number with Think Pickle - Porting Your Number to Pickle

Last updated on Dec 14, 2025

Troubleshooting Inbound Number Issues

Article content This article helps you identify and resolve common inbound number issues, including calls not ringing, incorrect routing, audio problems and porting delays. If you’re unsure what the underlying issue is, follow each section in order and perform the checks listed below. 1. Calls Not Ringing Inbound calls may not ring the expected destination if something in the routing or destination setup is incorrect. Check the following: - The destination number configured is correct and active - If routed to a mobile, that phone is not in Do Not Disturb (DND) or silent mode - If routed to a PBX or cloud phone system, the extension or endpoint is registered and reachable - No forwarding loops exist (e.g., number forwards back to itself) If you’re still not hearing rings, try temporarily routing to a known working mobile to isolate whether the problem is with the inbound routing or the destination device. 👉 Learn more about routing: How inbound call routing works 2. Calls Going to the Wrong Person This usually happens when inbound routing rules are outdated or misconfigured. Actions to take: - Confirm the latest routing destinations you want applied - Check if there have been recent changes that weren’t applied - If you use time or geographic routing, verify that the current conditions are picking the intended rule If you’re not sure how your inbound routing logic is evaluated, see: Time & day call routing explained and Geographic call routing (state, area & postcode). If routing looks correct but behaviour is unexpected, request a routing review from Pickle Support. 3. Audio Problems Poor audio quality or one-way audio can occur for several reasons. Common causes to check: - Mobile signal quality — poor network coverage can affect call audio - PBX or SIP codec mismatch — differing audio codec settings can lead to distortion or missing audio streams - Carrier congestion — congested network paths can degrade call quality Try: - Testing from both landline and mobile endpoints - Routing to an alternate destination to see if the issue persists If the problem is persistent, support can help interpret carrier audio reports. 4. Porting Delays Porting an existing inbound number into Pickle involves coordination with the losing provider. Delays can occur if there’s an issue with the information provided. Common causes of porting delays: - Incorrect or outdated account details - The losing provider has rejected the port request - The number is suspended or quarantined Pickle will notify you if action is required to progress the port. To avoid delays, ensure your inbound number’s registered details (account name, address, provider info) match the losing carrier’s records. Want guidance on this process? See Buying a new inbound number vs porting an existing one and Inbound number setup timelines. 5. Other Issues and General Checks Inbound calls go straight to voicemail - Confirm that voicemail routing isn’t set as the primary for certain time windows - Check your business hours rules in time-of-day routing Inbound calls fail outside business hours - Verify your after-hours routing rules in “Time & day call routing explained” - Ensure your fallback destinations are active and reachable Calls aren’t showing in reports - Confirm you’re looking at the correct inbound number in the analytics dashboard - Check filters for time period or service IDs Learn how to read call data: Understanding inbound call reports & analytics When to Contact Pickle Support Contact Pickle Support if: - You’ve completed the checks above and still have issues - You’re unsure which routing rules apply - You need help interpreting call reports - There are recurrent call quality or porting issues Support can review your inbound configuration and help isolate the root cause. Related Articles - How inbound call routing works — Understand how calls are matched to destinations - Time & day call routing explained — See how schedules affect routing behaviour - Geographic call routing (state, area & postcode) — Learn how caller location influences routing - How inbound calls are charged — Find out about billing factors related to inbound calls - Understanding inbound call reports & analytics — Use data to troubleshoot call patterns

Last updated on Dec 14, 2025

Understanding inbound call reports & analytics

What this article covers This article explains how to access your inbound call analytics, what each report shows, and how to interpret common metrics such as call volume, answered calls, missed calls, locations, and costs. Where to view your inbound call analytics Pickle provides two primary ways to view inbound call data: 1. Online analytics dashboard (recommended) The online dashboard provides near real-time visibility of your inbound call performance, including trends and visual summaries. You can view: - Total call volume - Unique callers - Answered vs missed calls - Average call duration - Call times by hour and day - Caller location (city and state) - Call origin (mobile vs fixed) This dashboard is best for operational insights, staffing decisions, and performance monitoring. Tip: The dashboard allows you to filter by number and time period (e.g. last week, last month, last year). 2. Monthly inbound call reports (PDF) Monthly inbound reports provide detailed, auditable records of calls for a billing period. These reports are typically used for: - Billing verification - Historical analysis - Compliance or internal reporting - Investigating specific call events They include call-level detail that goes beyond what’s shown in the dashboard. Key metrics explained (plain English) Total calls The total number of inbound calls received by your number during the selected period. This includes both: - Answered calls - Incomplete calls (e.g. no answer) Unique callers The number of distinct phone numbers that called your inbound service. This helps indicate: - Repeat callers - Campaign effectiveness - Demand vs reach Answered vs incomplete calls Inbound calls are classified as: - Answered – the call was successfully connected - No answer – the call rang but was not answered - Other – includes system conditions such as call abandonment or routing failure A high answer rate generally indicates appropriate staffing and routing. Average call duration The average length of completed calls. Longer durations can indicate: - Complex enquiries - Sales or support calls - High engagement Short durations may indicate: - Misrouted calls - IVR issues - Callers hanging up early Call volume by time of day This shows when callers are contacting you, broken down by hour and day. Common uses: - Identifying peak periods - Adjusting staffing or overflow rules - Reviewing after-hours call handling Caller location Inbound calls are grouped by: - City or exchange area - State or territory This is useful for: - Geographic routing decisions - Marketing attribution - Understanding regional demand Understanding inbound call charges Inbound call charges are split into monthly service fees and usage charges. Monthly service charges These are fixed charges for: - The inbound number itself (13, 1300 or 1800) - Any enhanced routing features These charges appear regardless of call volume. Usage charges Usage charges depend on: - Call type (local, national, mobile, international) - Call duration - Number type (13/1300 vs 1800) For example: - Calls to 1800 numbers are free for most landline callers, but usage is charged to the business - Mobile and international callers may incur usage charges Usage charges are billed in arrears based on actual call records. How inbound reports relate to your invoice Your invoice summary shows: - Monthly service charges - Total inbound usage charges for the period The detailed inbound call report provides the call-by-call breakdown that supports those totals. If you’re reconciling an invoice: 1. Review the service charges 2. Check total usage minutes 3. Cross-reference call volumes and durations in the inbound report Useful external tools Australian Numbering System Register You can use the official numbering register to: - Check which carrier a number is connected to - View number ownership and allocation - Search available smart numbers 👉 https://www.thenumberingsystem.com.au/#!/number-register/search When to contact Pickle If you need help: - Interpreting a specific report - Investigating unusual call spikes - Reviewing missed call patterns - Preparing for campaigns or high-volume events Our team can review your inbound analytics with you and recommend routing or capacity changes where appropriate.

Last updated on Dec 14, 2025

How Inbound Calls Are Charged

Article content Inbound call charges depend on the type of number, who is calling, and how long the call lasts. This article explains how inbound call billing works so you can better understand your invoices and usage reports. The Two Parts of Inbound Billing Inbound billing is made up of two components: Monthly service charges Usage (call) charges Both appear on your invoice, but they are calculated differently. Monthly Service Charges Monthly service charges are fixed costs for keeping your inbound number active. These typically include: - The inbound number itself (13, 1300 or 1800) - Any enhanced routing features (such as time-based or geographic routing) These charges apply regardless of call volume. Usage (Call) Charges Usage charges are based on actual inbound calls received. They vary depending on: - The number type (13, 1300 or 1800) - The caller’s network (fixed, mobile, international) - Call duration Usage charges are billed in arrears, meaning you are charged after the calls occur. How Charges Differ by Number Type 13 and 1300 numbers - Callers usually pay the cost of a local call from a landline - Mobile callers may be charged by their provider - The business may still incur usage charges depending on call type and duration These numbers share the call cost between the caller and the business. 1800 numbers - Calls are free for most landline callers - Mobile callers may still be charged by their provider - The business pays the inbound call usage costs 1800 numbers remove cost barriers for callers but generally result in higher business usage charges. Mobile and International Calls Calls made from: - Mobile phones - Overseas networks May incur higher usage charges due to carrier costs. These calls are itemised in inbound usage reports. How Call Duration Affects Charges Inbound usage charges are typically calculated: - Per second or per minute - Based on total connected call time Longer calls result in higher usage charges. Short or unanswered calls may not incur usage charges, depending on call outcome. Where to See Your Charges You can view inbound charges in two places: Your invoice - Shows monthly service charges - Shows total inbound usage charges for the billing period Inbound call reports - Show call volumes and durations - Support the usage totals shown on your invoice Reports help explain why usage charges change month to month. Why Inbound Charges Can Vary Inbound charges may change due to: - Seasonal call volume changes - Marketing campaigns - More mobile or international callers - Longer average call durations - Changes to routing or operating hours When to Contact Pickle Contact Pickle if you: - Don’t understand a usage charge - See an unexpected increase in inbound costs - Are planning a high-volume campaign or event - Want help optimising routing to manage costs We can review your inbound usage and recommend practical changes where appropriate.

Last updated on Dec 14, 2025

Choosing Between 13, 1300 and 1800 Numbers

Article properties Article content Choosing the right inbound number depends on how your customers call you, how visible the number will be, and how you want call costs shared. This article explains the key differences between 13, 1300, and 1800 numbers to help you decide which option best suits your business. 13 Numbers 13 numbers are short, six-digit numbers designed for high-volume or well-established businesses. Key characteristics - Easy to remember - Strong national recognition - Limited number availability - Higher monthly service cost Caller charges - Landline callers usually pay the cost of a local call - Mobile callers may be charged by their provider Common use cases - Large or established brands - High call volumes - Numbers used heavily in advertising 1300 Numbers 1300 numbers are ten-digit inbound numbers that offer flexibility and national reach. Key characteristics - Widely available - Cost-effective compared to 13 numbers - Suitable for most businesses - Easy to advertise nationally Caller charges - Landline callers usually pay the cost of a local call - Mobile callers may be charged by their provider Common use cases - Small to medium businesses - Franchises and multi-location businesses - Sales, enquiries and support lines 1800 Numbers 1800 numbers are freecall numbers designed to remove cost barriers for callers. Key characteristics - Free for most landline callers - Strong response rates - Higher inbound usage costs for the business Caller charges - Free from most landlines - Mobile callers may still be charged by their provider Common use cases - Customer support lines - Booking and enquiry numbers - Marketing campaigns where call volume matters Key Differences at a Glance - 13 numbers prioritise memorability and brand presence - 1300 numbers balance cost, flexibility and availability - 1800 numbers prioritise caller accessibility and response rates There is no “best” option — the right choice depends on how the number will be used. Other Factors to Consider When choosing an inbound number, also consider: - Expected call volume - Whether callers are mainly mobile or landline - Advertising reach (local vs national) - Ongoing monthly costs - Inbound usage charges Your routing and reporting needs are the same across all number types. Can You Change Later? Yes. You can: - Add additional inbound numbers - Port an existing number - Change how calls are routed at any time Many businesses use multiple inbound numbers for different purposes. When to Contact Pickle Contact Pickle if you: - Are unsure which number type suits your business - Want help estimating call volumes or costs - Are planning a campaign or business expansion - Want to port an existing 13, 1300 or 1800 number We can help you select and configure an inbound number that fits your needs.

Last updated on Dec 14, 2025

How Inbound Call Routing Works

Article content Inbound call routing determines where calls go and how they are handled when someone dials your 13, 1300 or 1800 number. Routing happens in the network, before the call reaches your phone system, which allows calls to be managed reliably and flexibly. How Inbound Call Routing Works When someone calls your inbound number: 1. The call enters the Australian inbound network 2. Routing rules are applied 3. The call is delivered to the correct destination These rules are evaluated in real time for every call. What Calls Can Be Routed To Inbound calls can be routed to: - Business landlines - Mobile phones - Cloud PBX systems - Softphones and call centres - Multiple destinations for overflow or backup Calls are not tied to a physical location. Common Routing Rules Routing rules control how calls are handled. Time-based routing - Routes calls differently during business hours and after hours - Supports weekdays, weekends and public holidays Geographic routing - Routes calls based on the caller’s location - Can be configured by state, region or postcode Call overflow - Redirects calls if lines are busy or unanswered - Prevents missed calls during peak periods Load sharing - Distributes calls across multiple destinations - Helps balance staff workloads Menus and Announcements Inbound routing can include: - Recorded announcements - IVR (menu) options such as “Press 1 for sales” Menus are handled as part of the inbound service, not your phone system. What Happens If a Destination Is Unavailable If a destination cannot answer a call: - Overflow rules are applied - Calls can be redirected to alternate numbers - Final fallback options can be configured This ensures inbound numbers continue to work even if a site or service is unavailable. Routing vs Your Phone System Inbound routing is separate from your phone system. - Routing decides where calls go - Your phone system decides how calls are answered This separation improves reliability and business continuity. Making Routing Changes Routing can be updated to: - Change destinations - Adjust business hours - Add or remove menus - Prepare for campaigns or seasonal changes Most changes can be made without downtime. When to Contact Pickle Contact Pickle if you: - Want to review or improve your routing setup - Are experiencing missed calls - Are planning high call volumes or campaigns - Need temporary or emergency routing changes We can help design routing that suits your business and call patterns.

Last updated on Dec 14, 2025

Buying a New Inbound Number vs Porting an Existing One

Buying a New Inbound Number vs Porting an Existing One Article content When setting up an inbound number, you can either buy a new number or port an existing one from another provider. The right option depends on whether you need to keep an existing number that customers already know. Buying a New Inbound Number Buying a new inbound number means Pickle allocates a fresh 13, 1300 or 1800 number to your account. When this makes sense - You’re launching a new business or service - You don’t have an existing inbound number - You want a new number for marketing or campaigns Key points - Faster setup than porting - No dependency on your current provider - No risk of service interruption New numbers can usually be activated once routing is configured. Porting an Existing Inbound Number Porting allows you to move an existing 13, 1300 or 1800 number from another carrier to Pickle. When this makes sense - Customers already call your existing number - The number appears on signage or marketing material - You want to change providers without changing the number Key points - The number stays the same - Routing and management move to Pickle - Porting must be approved by the current provider What’s Required to Port a Number To port an inbound number, we usually need: - The full inbound number - The current provider’s name - Proof of ownership or a recent invoice - Authorisation from the number holder If details don’t match the current provider’s records, porting may be delayed or rejected. Will There Be Downtime During Porting? Porting is designed to minimise disruption. - Calls continue to route via the existing provider until cutover - On the port date, calls switch to Pickle - Brief interruptions are uncommon but possible Pickle coordinates the cutover timing where possible. Can You Port Later? Yes. Many businesses: - Start with a new inbound number - Port an existing number at a later stage This allows you to get up and running quickly while planning the transition. When to Contact Pickle Contact Pickle if you: - Are unsure whether to buy or port - Need help locating ownership details - Want to confirm porting timelines - Have deadlines tied to advertising or launches We can review your situation and recommend the best approach.

Last updated on Dec 14, 2025

Inbound Number Setup Timelines (What Happens After You Order)

Article content Inbound number setup involves provisioning, routing configuration and testing before your number goes live. This article explains what happens after you place an order and what timelines to expect. Typical Setup Timeframes New inbound numbers - Usually faster to activate - Timing depends on routing complexity - Often ready once configuration is complete Ported inbound numbers - Typically take longer - Dependent on the losing provider - Usually completed within 10–15 business days Complex routing or missing information can extend these timeframes. What Happens After You Order Once your order is submitted: 1. The inbound number is reserved or validated 2. Routing rules are configured 3. Any announcements or menus are applied 4. Testing is completed 5. The number is made live or ported You’ll be notified once the service is active. What You Can Do During Setup During setup, you can: - Review routing plans - Provide call destination details - Supply announcements or scripts - Confirm business hours and holiday handling Providing information early helps avoid delays. When Billing Starts - Monthly service charges usually begin once the service is live - Usage charges begin from the first call received Billing start dates are shown on your invoice. What Can Delay Setup Delays may occur if: - Porting details don’t match provider records - Authorisations are missing - Routing requirements change mid-order - Announcements are not supplied Pickle will advise if additional information is required. When to Contact Pickle Contact Pickle if: - You’re working to a specific deadline - You need to prioritise setup - You want status updates during provisioning - You’re planning campaigns or high call volumes We can help manage expectations and timelines.

Last updated on Dec 14, 2025

Time & Day Call Routing Explained

Article content Time and day call routing controls where inbound calls go based on when the call is made. This allows your business to handle calls differently during business hours, after hours, weekends, and public holidays. How Time & Day Routing Works When a call is made to your inbound number: 1. The system checks the current date and time 2. Your routing schedule is applied 3. The call is sent to the correct destination These rules are checked for every call, in real time. Common Time & Day Routing Scenarios Business hours vs after hours - Calls during business hours route to your main team - After-hours calls can route to voicemail, mobiles, or an answering service Weekdays vs weekends - Different handling for Monday–Friday and weekends - Useful for offices with limited weekend coverage Public holidays - Calls can follow special holiday rules - Prevents calls ringing unattended during closures Multiple Time Windows Time & day routing supports: - Multiple business hour ranges in a day - Split shifts or staggered coverage - Different schedules for different destinations This is useful for businesses operating across time zones. Time Zones and National Businesses For national businesses: - Routing can account for local business hours - Calls can be redirected to open offices in other states - Trading hours can effectively be extended How Time & Day Routing Works with Other Rules Time & day routing can be combined with: - Geographic routing - IVR menus - Call overflow and failover For example, calls may first follow time-based rules, then geographic rules. Making Changes to Time & Day Routing You can update routing to: - Change business hours - Add temporary schedules - Adjust coverage during busy periods - Prepare for holidays or events Most changes can be made without downtime. When to Contact Pickle Contact Pickle if you: - Want to review your current schedules - Are missing calls outside business hours - Need help covering holidays or extended hours - Want to simplify complex routing rules We can help design schedules that match how your business actually operates.

Last updated on Dec 14, 2025

Geographic Call Routing (State, Area & Postcode)

Article content Geographic call routing directs inbound calls based on where the caller is located. This allows businesses to answer calls locally, even when using a single national number. How Geographic Call Routing Works When someone calls your inbound number: 1. The caller’s location is identified 2. Geographic routing rules are applied 3. The call is delivered to the matching destination Routing is based on network-level location information. Types of Geographic Routing State-based routing - Routes calls by state or territory - Common for national businesses - Ensures callers reach the correct regional team Area-based routing - Routes calls by city or regional area - Useful for businesses with multiple offices within a state Postcode-based routing - Routes calls using postcode boundaries - Provides more granular local call handling When Geographic Routing Makes Sense Geographic routing is commonly used when: - You have offices in multiple locations - You want callers to speak with a local team - Services vary by region - You operate franchises or branches Geographic Routing and Mobile Callers For mobile callers: - Location is determined by mobile network data - Routing accuracy may vary slightly compared to landlines Pickle accounts for these differences when designing routing. Combining Geographic Routing with Other Rules Geographic routing can be combined with: - Time & day routing - IVR menus - Call overflow and failover For example, calls may route by state during business hours and overflow nationally after hours. Things to Consider When using geographic routing: - More granular routing increases complexity - Clear documentation helps avoid confusion - Regular reviews ensure routing stays accurate Simple setups are often more reliable. When to Contact Pickle Contact Pickle if you: - Want to introduce local call handling - Are unsure which level of routing to use - Need help simplifying complex geographic rules - Are expanding into new regions We can help design geographic routing that fits your structure and call volumes.

Last updated on Dec 14, 2025

Call Overflow, Load Sharing & Failover

Article content Call overflow, load sharing and failover are routing features designed to prevent missed calls and keep inbound services running smoothly during busy periods or disruptions. These features work at the network level, before calls reach your phone system. Call Overflow Call overflow redirects calls when the primary destination cannot answer. How it works - Calls ring the primary destination - If unanswered or busy after a set time, calls overflow - Calls are sent to an alternate destination Overflow can occur multiple times in sequence. Common uses - Sending calls to a backup team - Redirecting calls to mobiles during peak times - Ensuring calls are answered rather than dropped Load Sharing (Call Splaying) Load sharing distributes inbound calls across multiple destinations. How it works - Calls are split between destinations based on defined percentages - Distribution happens over time, not per individual call For example, 70% of calls may route to one team and 30% to another. Common uses - Balancing workloads across teams - Supporting multiple offices or call centres - Managing capacity differences between locations Failover Routing Failover routing activates when a destination becomes unavailable. How it works - The system detects unavailable destinations - Calls are automatically rerouted to backup locations Failover is commonly used for: - Internet outages - Phone system failures - Office closures Final Fallback Options Most inbound services include a final fallback, such as: - Voicemail - Recorded announcements - External answering services This ensures calls are handled even if all destinations are unavailable. Combining These Features Call overflow, load sharing and failover are often used together. For example: - Calls are load shared during business hours - Overflow is used during peak times - Failover activates during outages This layered approach improves reliability. When to Contact Pickle Contact Pickle if you: - Are missing calls during busy periods - Want to add redundancy to your inbound setup - Need help designing overflow or failover rules - Are preparing for campaigns or growth We can review your call patterns and recommend a resilient routing design.

Last updated on Dec 14, 2025

IVR Menus and Call Announcements

Article content IVR menus and call announcements help guide callers and route them to the right place before they speak with someone. These features are part of the inbound service and operate before calls reach your phone system. Call Announcements Call announcements play recorded messages to callers. Common uses - Welcome messages - Business hour notifications - Temporary notices (closures or outages) Announcements can play before routing continues or before calls end. IVR Menus IVR (Interactive Voice Response) menus allow callers to make selections using their keypad. How IVR menus work - A recorded menu plays (e.g. “Press 1 for sales”) - The caller makes a selection - The call is routed based on that choice Menus can have multiple options and levels. When IVR Works Well IVR is effective when: - Call reasons are clear and limited - Options are simple and well explained - Most callers know what they need Simple menus generally perform better than complex ones. Common IVR Mistakes IVR menus are less effective when: - Too many options are provided - Menus are deeply layered - Messages are long or unclear Poorly designed IVR can increase call abandonment. Combining IVR with Other Routing IVR menus can be combined with: - Time & day routing - Geographic routing - Call overflow and failover For example, callers may hear different menus after hours or be routed differently by location. Audio Requirements Announcements and IVR recordings must meet technical requirements to ensure clarity and compatibility. Pickle can advise on: - Audio formats - Recording quality - Script best practices When to Contact Pickle Contact Pickle if you: - Want to add or change an IVR menu - Need help simplifying an existing menu - Want announcements for holidays or events - Are unsure whether IVR is appropriate We can help design announcements and menus that improve call handling without frustrating callers.

Last updated on Dec 14, 2025

Public Holidays & Special Date Routing

Article content Public holiday and special date routing allows inbound calls to be handled differently on specific dates without changing your regular business hours. This helps ensure callers receive clear messaging and calls are not missed during closures. How Public Holiday Routing Works When a call is made on a public holiday or special date: 1. The system checks the date 2. Holiday routing rules are applied 3. The call follows the configured holiday handling Holiday rules override normal time and day routing for that date. Common Public Holiday Scenarios Public holiday routing is commonly used to: - Play a closure announcement - Route calls to voicemail - Redirect calls to an after-hours or on-call team - Temporarily forward calls to mobiles Different rules can be applied for each holiday. Special Dates and One-Off Closures Special date routing can be used for: - Company shutdowns - Training days - Office relocations - Planned maintenance These rules apply only to the specific dates selected. National vs State-Based Holidays For national businesses: - Routing can be applied by state - Calls can be redirected to open locations in other regions - Holiday schedules can vary by location This ensures consistent call handling across Australia. Planning Ahead To avoid last-minute changes: - Confirm holiday schedules early - Provide announcements in advance - Review routing before peak holiday periods Early planning helps prevent missed calls. When to Contact Pickle Contact Pickle if you: - Need holiday routing set up or reviewed - Want to handle different state holidays - Have upcoming closures or special events - Need temporary routing changes We can help ensure your inbound numbers are prepared.

Last updated on Dec 14, 2025

Business Continuity & Disaster Recovery for Inbound Numbers

Article content Inbound numbers play a key role in keeping your business reachable during outages, disruptions or emergencies. Because routing happens in the network, inbound numbers continue to operate even when on-site systems are unavailable. How Inbound Numbers Support Continuity Inbound numbers allow calls to be: - Redirected to alternate locations - Routed to mobile phones - Sent to backup teams or services These changes can be activated quickly when required. Common Continuity Scenarios Inbound numbers are commonly used during: - Internet outages - Phone system failures - Power outages - Office closures or evacuations Calls can continue without customers needing to dial a new number. Failover and Emergency Routing Disaster recovery routing may include: - Automatic failover to backup destinations - Manual emergency redirection - Temporary announcements advising callers Routing can be designed to respond automatically or manually. Planning for Business Continuity Best practice includes: - Identifying backup destinations in advance - Testing routing periodically - Keeping contact details up to date Prepared plans reduce response time during incidents. Limitations to Be Aware Of While inbound numbers are resilient: - Destination phones still require power and network access - Mobile networks may be impacted during large-scale events Multiple backup options improve reliability. When to Contact Pickle Contact Pickle if you: - Want to review disaster recovery options - Need emergency routing changes - Are planning redundancy improvements - Have experienced recent outages We can help design a continuity plan that suits your risk profile.

Last updated on Dec 14, 2025

Making Changes to Your Inbound Routing

Article content You can update the way your inbound number handles calls as your business needs change. This article explains how to request changes to your routing configuration, update destinations, adjust schedules, and report service issues related to inbound numbers. 1. What You Can Change When updating your inbound routing, you may want to: - Change where inbound calls are delivered - Update business hours or after-hours behaviour - Add or revise time & day or geographic routing rules - Modify overflow and failover destinations - Add, change or remove IVR menus and announcements - Adjust holiday or special date routing Changes are usually applied quickly and can often be done without service interruption. 2. How to Request a Routing Update To help process your request as quickly as possible, provide: - The inbound number you want to update - A clear description of the change - Exact phone numbers or destinations to add or remove - The effective date and time of the change - Any updated audio files or scripts (for announcements or menus) Submit your update request via Pickle Support or through the support portal. Clear and complete instructions reduce back-and-forth and help us implement changes faster. 3. Common Update Scenarios Update Call Destinations If calls need to go to a different team, office or phone number: - Tell Support which number should be replaced - Provide the new destination number(s) - Confirm whether the change applies immediately or at a scheduled time This is often needed when teams change roles, staff move, or locations close/open. Adjust Business Hours or Time Rules Business hours routing determines how calls are handled at different times of day. Common reasons to update this include: - Expanding or reducing business hours - Adding weekend or night coverage - Adjusting seasonal schedules After updating, your inbound calls will follow the new schedule automatically. Modify Geographic Routing You can adjust geographic rules if: - Your service areas change - You want different handling in specific states, cities or postcodes - Locations open or close in certain regions Geographic routing helps callers reach the most appropriate team based on where they’re calling from. Update IVR Menus and Announcements If you have an IVR menu or an inbound announcement, you might want to: - Add, remove or rearrange menu options - Update or replace recorded greetings - Change business hour prompts When making these changes, provide the new audio file or script and clarify where it should play in the call flow. 4. Scheduling Changes & Timing Some changes can be applied immediately; others can be scheduled in advance. Scheduled changes are useful for: - Temporary routing during events - Business hour shifts - Campaign call redirects When requesting a scheduled update, always specify the start and end date/time. 5. Reporting Issues or Service Faults If your routing changes are not behaving as expected, or you believe there’s a service issue (for example calls not routing or unexpected behaviour), you can report it. When reporting an issue, be ready to provide: - The inbound number affected - A description of the problem - Examples of calls that behaved incorrectly - Time(s) and date(s) the issue occurred - Any tests you’ve already done This information helps Support troubleshoot faster. 6. Temporary Overrides and Emergency Updates Sometimes you may need urgent updates due to: - Staff shortages - IT outages - Unplanned closures - Unexpected events If you need an urgent or temporary override, include in your request: - A clear “urgent” marker - The reason for the emergency change - A preferred resolution time Pickle Support can prioritise urgent changes when necessary. 7. What Happens After You Request a Change Once a request is submitted: 1. Support reviews the change details 2. Any clarifications are requested if needed 3. The change is scheduled or implemented 4. You’ll receive confirmation when complete Routine updates are often completed within business hours unless scheduled otherwise. Related Articles - How inbound call routing works — Understand how calls are directed to destinations - Time & day call routing explained — Learn how schedules affect inbound calls - Geographic call routing (state, area & postcode) — See how caller location influences routing - Call overflow, load sharing & failover — Improve reliability and redundancy - IVR menus and call announcements — Set up or change interactive menus

Last updated on Dec 14, 2025