Routing or Redirection Options for our Australian 1800 numbers.

The 1300 number or 1800 number service is a sophisticated call redirection/diversion/routing system.

We can offer you the possibility of determining one or more destination (answerpoints) based on

• the phone number being called
• the location of the caller
• the time of day
• whether the destination (answerpoint) number is busy or not answering.

When your customer calls your 1300 or 1800 number, they are actually routed (diverted/redirected) to your designated phone number which is not displayed to the caller.

Origin Dependent Routing

The call is Routed/Redirected according to the callers location.

Australia Wide Routing (1 area)

Standard configuration. Your 1800 number routes all fixed (landline) and mobile calls to one answering point in Australia or overseas. Note that this feature allows mobile calls (prefix 04) to be treated differently to calls from landlines in Australia (eg. mobile calls can be barred).

State Based Routing (8 areas)

The 1800 number routes fixed (landline) calls to one of up to 8 answering points based on the state of origin of the caller and all calls from mobiles to a single answering point. States are NSW, ACT, Victoria, Tasmania, Queensland, Western Australia, South Australia and Northern Territory.

Region Based Routing (58 areas)

Usually for companies with multiple regional offices (additional setup fee applies). Routes fixed wire (landline) calls to one of up to 58 answering points based on the region of origin of the caller and all calls from mobiles to a single answering point. Examples of regions include Sydney, Wollongong, Newcastle, Gosford.

Mobile Based Routing (203 areas)

Usually for multiple mobile sales staff (additional setup fee applies). The 1800 number calls are routed to an answering point based on the geographic area of the caller. Each of the 203 call collection areas can have two answering points - one for call originating from fixed (landline) and one for calls originating from mobile. This is the only routing option that allows mobile originating calls to be sent to multiple answering points.

Exchange Based Routing (4942 areas)

This feature provides customers with a much greater level of detail when selecting their call collection areas and an additional setup fee applies. It allows the customer to define call collection areas based on Telstra's exchange boundaries where calls are routed to one answering point for each group of one or more Telstra exchange areas as designated by the Customer.

With this feature we have the ability to route calls from approximately 4900 call collection areas up to a maximum of 1000 answering points. Note that calls originating from Mobiles can only be routed to a single answering point.

Time Based Routing

This feature allows calls to your 1800 numbers to be redirected depending on the time of day and the day of week. It can be combined with origin dependent routing to allow calls from different areas to be redirected across the country. Currently we are not allowing this feature to be combined with exchange based routing.

You can have up to 11 time lists for your office (additional setup fee applies). A time list covers a single set of 24 hours which is applied to selected days of the week and holidays of the year (both public and business-based). Each time list can provide time-based diversions for up to seven answerpoint numbers.

A common scenario would have a customer having one set of numbers for weekdays, and another set for weekends and public holidays.

Call Splaying

Calls are routed to different answering points based on a pre-determined distribution ratio. Up to 20 numbers can be used. Percentages must equal 100%. Call splaying can only be combined with Call Forward. It cannot be combined with Timed Based or Area Based routing.

Call Forwarding on Busy, No Answer, Congestion

This is one of our most common configurations. With this feature if there is a failure to connect to a specified answerpoint number it is possible to re-route the call to another answerpoint phone number. This can be done using a timer. If the call is not answered within a specified number of seconds the call is re-routed to an alternative answerpoint.

For example, your 1800 number is routed to your Home-Office number. If you don't answer in 15 seconds or your phone is busy, your 1800 number automatically redirects the caller to your Live Answering Service.

Emergency Routing Procedure (ERP)

Allows you to quickly implement an alternative pre-determined suite of answer point phone services for your 1300 number or 1800 number. This feature can include Origin Dependent and Timed Based routing. It cannot include call screening. You may specify up to two ERPs for each 1300 or 1800 number you hold. Additional setup fee applies.

Postcode Routing and Postcode Prompting

Postcode routing for 1800 numbers has proven to be unsuccessful because each exchange usually carries landline phone numbers from multiple postcodes (identified by their prefix). Originating callers are identified by their number prefix. The prefixes often get mixed up in the exchange, resulting in calls being redirected to the wrong answerpoint.

Some 1800 number companies have postcode prompting software. When a person calls the 1800 number, they are asked to enter/key-in the postcode of the store or outlet (eg.) they want to be connected to. Unfortunately, many callers don't know this information, resulting in frustration, many hang-ups and a waste of advertising enquiries.

Our solution is to route your callers to one of our Live Answering Services where the operator either

• talks to the caller and identifies which store/outlet etc they wish to leave a message for. Operator takes the message and forwards it to the correct store, or
• talks to the caller and identifies which store/outlet etc they wish to be connected to. Operator announces the call to the store and connects the caller.

Customised Call Barring

If necessary, we can block calls from certain numbers or types of callers (eg. we can block all calls from mobile phones). Additional setup fee may apply.