Inbound
Services are extensively used by many
businesses in Australia. Did you realise
how easy it is to have your very own 13,1300
or 1800 Inbound Service Number? This guide
is designed to assist you to understand
how these services work and how you can
benefit from them.
What is an
inbound service number?
An inbound service number is a virtual
service number that is connected on the
Australian telephone network. When the
number is called it is automatically redirected
through to an allocated “answering
point”. The answering point is the
telephone number at your office.
Can
any business have an inbound service number?
Any business who is a customer of Better
Telecom can obtain an inbound service
number.
Can
any telephone service be set up as an
answering point to an inbound number?
Yes you can allocate the answering point
to a Fixed Wire service, Mobile Phone
or International destination overseas.
Why
should I consider obtaining an inbound
service number?
There are many reasons why a business
should obtain an inbound number including:
• Single Contact Point:
Provide your customers with a single contact
point instead of multiple office numbers.
• Easy Number:
Easy to remember number for your customers.
• Professional Business:
Create the impression your business is
large and professional by listing the
number in your advertising and business
cards.
• Higher response rate:
A customer is more likely to call a business
with an inbound service number over a
standard telephone number
• Effectiveness:
Measure the effectiveness of marketing
campaigns by using the itemised call records
of incoming calls including date, time
and call duration.
• Easy Relocation:
If you relocate office simply change your
answering point to the new location. You
will not lose contact with your customers.
Can
I list my Inbound Service number in the
White & Yellow Pages?
Yes you can list your Inbound service
number in White Pages & Yellow Pages.
A standard listing of an inbound number
with your business address is usually
a free listing. For further information
on directory charges please call Sensis
P/L on 1234.
What
is the difference between a 1300, 13 and
1800 numbers?
The difference of each number is as follows:
• 1300 Numbers: are charged at a
local call to the end caller from any
standard telephone service. The owner
of the 1300 service pays for any call
costs after the first 15 minutes.
• 13 Numbers: are identical to the
1300 numbers as far as charging. The main
difference is the number is shorter at
a total of 6 digits and easier for a customer
to remember.
• 1800 Numbers: are a free call
from any fixed wire service in Australia.
The owner of the inbound service number
pays per minute for the incoming calls
to the service.
What
are the charges to my customers for calling
an inbound number?
13/1300 numbers are charged at a local
flat rate of 25cents per call from any
standard PSTN service. Calls to 1800 numbers
are free for any PSTN service. If the
call is from a mobile phone the charges
are set by the customer’s phone
provider.
Can
I port my existing inbound service to
Better Telecom and keep the same number?
Yes you can port your existing inbound
service number to Better Telecom and keep
the same telephone number.
You will need to provide your account
number from your existing service provider.
Can
I change the answering point on my service?
Yes you can change the answering point
on your inbound service number. To complete
this change place your changes in writing
and either fax or email the request to
customer service. Simple answering point
changes can be made within 24 hours. Complex
answering points have slightly longer
time frames depending on the type of set
up you have.
What
options do I have for answering point
set up with my inbound service?
There are many different options for setting
up an inbound service number:
• Simple Answering Point:
One answering point is allocated to the
service for all calls to be routed.
• Time Based Routing:
Multiple answering points are set up for
calls to be routed at different times
during the week. E.g. Business hours to
answering point A and after hours to answering
point B.
• State Based Routing:
A different answering point is allocated
for each state
• Region Based Routing:
This is similar to State based routing
except each state is broken down into
sectors of suburbs for which an answering
point can be allocated to each region.
• Exchange Based Routing:
A different answering point is allocated
for each telephone exchange around the
country.
What
types of services can be allocated as
an answering point for an inbound service
number?
The following services can be
allocated as an answering point:
• Fixed wire telephone service:
any Australian telephone service including
PSTN & ISDN.
• Mobile Telephone service: any
Australian mobile telephone service on
any network.
• International number: any international
destination.
Do
I receive itemisation of the calls to
my inbound service number?
Your monthly invoice will contain itemisation
of each call which has been received on
your inbound service number. Within each
call listing you will see the following:
• Time/date
• Call Duration
• Type of call:
local, national, mobile or international
call
• Call Charge:
the total cost of the call less any allocated
free time.
• Customer Number:
the first 6 digits of every customer’s
telephone number who called your inbound
service.
Can
I obtain a list of every telephone number
that has called my inbound service?
Your monthly invoice displays the first
6 digits of the telephone number of every
call received via your inbound service
number. The remaining four digits of the
service number are with held as per the
requirements of the ACMA and Privacy Act.
Can
I obtain a list of missed and busy calls
to my inbound service?
An additional report can be generated
which shows both successful and unsuccessful
calls to your service. This report will
still withhold the last four digits of
the service number. It is often used by
businesses to assess staffing requirements
during and outside of business hours.
What
is a 0800 Freelink service number?
A 0800 Freelink number is very similar
to the workings of a 13/1300/1800 number
except it is designed for receiving calls
from international callers. The 0800 number
is dialled by the caller overseas and
the call is diverted back to your local
answering point in Australia. The caller
often receives the call for free like
a 1800 number and the owner of the service
is charged by the minute for the call.
Who
would use a 0800 Freelink Service?
Any business who receives calls from overseas
may use a 0800 Freelink service. Callers
are normally hesitant to call an international
call. When they are provided with a 0800
number they often receive the international
call as a free call. The owner of the
service pays for the international call
charges.
What
countries can you provide 0800 Freelink
number access to?
Bahrain, Belgium, Canada, China, Cyprus
(Greek), Denmark, Fiji, Finland, France,
Germany, Greece, Hong Kong, Indonesia,
Ireland, Israel, Italy, Japan, Korea South,
Macau, Malaysia, Netherlands, New Zealand,
Norway, Palestinian, Territories, Philippines,
Singapore, South Africa, Sweden, Switzerland,
Taiwan, Thailand, UK and USA.
Can
I port my existing 0800 number to Better
Telecom?
Yes if the inbound service number is on
the Optus or Telstra network.
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