To fully utilise what you’re paying for, you should know what a product or service is capable of. The same applies to your communications solution. There is more to your 1300 number than simply designating it to one answer point. One way of maximizing this service is by customizing your routing configuration. Here is a quick overview of each and how it can help your business take calls more efficiently.

Location Dependent Routing

One of the most usual ways of customizing 1300 numbers is through origin dependent routing configurations. With this option, calls are directed to an answer point depending on the caller‘s location. The standard configuration is Australia-wide routing wherein both landline and mobile calls are directed to one answer point in Australia. Other options allow multiple terminating numbers and direct calls to the right number based on state/territory, region, area, and exchange boundaries of the caller.

Postcode Prompting

Similar to the previous category that uses geography as the basis for routing, postcode prompting directs calls based on the caller’s location as specified by the postcode he/she enters during the call. This option is perfect for people whose location cannot be traced because they use mobile phones.

It is also useful for situation wherein customers have to call in from work but require a service close to their home. Ultimately, postcode prompting allows the efficient distribution of calls to the appropriate people by narrowing down which area will be providing them the product/service.

Time Based Routing

Another category of routing that you should utilise is time-based routing which diverts calls depending on the time and day of the week. This can be used in combination with other types of location-based routing. Businesses enjoy the flexibility of determining answer points for workdays, weekends, and public holidays; resting assured that no business opportunity is ever missed.

Call Splaying

Businesses that don’t have a receptionist or a designated customer service representative benefit from call splaying. This option routes calls based on a predetermined distribution ratio. You can designate the percentage of calls that different numbers can receive as long as it totals to 100 percent.

Conditional Routing

Lastly, users have the option to route calls depending on the answer point’s availability. A second or third terminating number may be nominated if the caller is unable to connect to the primary answer point. Timer is used to determine whether to re-route the call after a number of seconds of ringing or if the first answer point is busy. This is best utilised by having a live answering service for when your answer points are unavailable.

Inbound numbers are extremely useful and highly customisable. Some of these routing configurations are free while others can be used at an added cost. Contact us at 1300 Numbers Australia so you can maximise the use of your 1300 numbers for the success of your business.