To fully utilise what you’re paying for, you should know what a product or service is capable of. The same applies to your number service. There is more to your 1300 number than using one answer point. One way of maximising this service is through a custom 1300 number routing scheme. Let’s take a brief look at each type of routing.
Location Dependent Routing
The most basic way of customising 1300 numbers is through origin based routing. In this scheme, calls ring to an answer point based on the caller‘s location. Australia-wide routing directs both fixed line and mobile calls to one answer point. Other types let you to assign more than one number and direct calls based on state or territory, region, area, and exchange.
Postcode Prompting
Postcode prompting directs calls based on the caller’s location as specified by the postcode they enter at the start of the call. This scheme is best if your callers are more likely to use a mobile phone.
This works well if your clients make calls from work but require a service close to their home. Ultimately, postcode prompting makes it easy to send calls to the site or branch that will be able to provide the product/service.
Time Based Routing
Another category of routing that you should utilise is time-based routing which diverts calls based on the time and day of the week. This can be paired with other types of routing. Businesses tailor answer points for workdays, weekends, and public holidays, so no calls are ever missed.
Call Splaying
Businesses that don’t have a receptionist benefit a lot from call splaying. This option routes calls and shares them based on a set distribution ratio. You can designate the percentage of calls that each number receives as long as it totals to 100 percent.
Conditional Routing
Lastly, users have the option to route calls based on the answer point’s availability. A second or third alternate 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 1300 number 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.
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By: Sam Howieson
