Inbound Routing Options
28 Apr 2009, 6:00 pmArrow offer a range of inbound services which include 1300, 1800 & 13 numbers. These services can be configured in numerous ways as follows:
* Customised Call Barring – This feature allows calls to be blocked from certain numbers or from a certain area. For example, you may choose to block all calls from mobile phones or you may choose to only allow calls from your local area.
* Australia Wide Routing (1 zone) - This is the most common type of routing. This routes all calls originating in Australia to a single answer point.
* State Based Routing (8 zones) - This allows calls originating from each different state to be routed to different answer points. For example, NSW calls to 02xxxxxxxx and VIC calls to 03xxxxxxxx etc.
* Exchange Service Area Routing (4965 zones) – This allows you to have different answer points for each Exchange Service Area (ESA) or you can send any multiples of ESA’s to separate answer points.
* Postcode routing (2593 zones) – With this routing you can send each postcode to a different answer point. This is fantastic for franchises as it allows you to divide up all of the postcodes in Australia between all of your stores.
* Call Splaying – This routing allows you to split up your calls to different answer points. This is important if you have different staffing levels at different locations. For example, you can split 70% of calls to one office and 30% to a second office.
* Call Overflow – If calls to an answer point are not answered or the answer point is busy then calls can overflow to an alternative answer point. This helps to ensure you receive all of your calls.
* Time of Day Routing – Calls can be routed to alternative answer points depending on the time of day. For example, calls between 9am and 5pm can answer at one answer point and calls outside of these hours can answer at another answer point.
* Day of Week Routing – Very similar to Time of Day Routing except this allows the calls to go to different answer points depending upon what day it is. For example , calls on Monday to Friday can answer at one answer-point on the weekend can answer at another.
* Day of Year Routing – Calls can be routed to a different answer point on different days of the year. For example, on public holidays you can send your calls to an after hours answer point.
If you would like further information on how an inbound service can help your business then please contact Arrow customer service on 1300 305 794.
- Jamie
