Call Routing Services – detailed information

1. Service overview

Telstra’s routing services allow you to organise, route and control your ‘inbound’ services using Telstra’s available numbers and network functionality. The service covers all aspects of network call collection and delivery depending on your requirements.

The service is available throughout the United Kingdom and offers two primary routing services:

• Business Rate Number Translation Services (NTS)
• Premium Rate NTS.

2. Service features

• Service types.
  Telstra offers a comprehensive set of number ranges across all key ‘pence per minute’ and ‘fixed fee’ price points:
  • Business Rate NTS – UK Wide, shared cost between you and calling party (low cost)
    
  • Business Rate NTS – Free to Caller services
    
  • Business Rate NTS – 0844 services (fixed pence per minute at all times)
    
  • Business Rate NTS – 0845 services (‘Local Call’ Services)
    
  • Business Rate NTS – 0870 services (‘National Call’ Services)
    
  • Business Rate NTS – 0871 services (fixed fee per call)
    
  • Business Rate NTS – 0871 services (fixed pence per minute at all times)
    
  • Premium Rate NTS [open-ended, time dependent, charged per minute]
    
  • Premium Rate NTS [open-ended, time dependent, charged per call]
    
  • Premium Rate NTS [‘pay for product’ costing more than £X in total & charged per minute]
    
  • Premium Rate NTS [pay for product that costs more than £X in total – charged per call]
    
  • Premium Rate NTS [‘Adult Entertainment Services’ at a Premium Rate – charged per call]
    
  • Premium Rate NTS [‘Adult Entertainment Services’ at a Premium Rate – charged per minute]

• Service installation.
  Telstra manages all aspects of the installation of the service, including: ensuring that the selected number(s) are made diallable across the Telstra network and all other networks within the United Kingdom; ensuring that the calls received are directed to the customer’s chosen destination.

• Geographic numbers.
  Telstra is able to offer Geographic terminating numbers in more than 450 National Number Groups (NNGs) or ‘Area Codes’ within the UK.

• Contract length.
  Telstra offer a standard 12 month contract period.

• Order levels.
  Telstra will accept volume NTS order requests from 1 to 250. Order requests above 250 must be agreed in advance.

• 24x7 Customer Service.
  Should you need support, our EMEA Customer Service Centre (ECSC) can be contacted day or night via phone, email or through the Telstra Hub.

3. Optional Service features

The following non-standard options are available with Telstra NTS services:

• Time of Day Routing
  [e.g. 08:00 to 18:00 route to address A, all other times route to address B]

• Day of Week Routing
  [e.g. Monday to Friday - Route to A, Saturday route to B and Sunday Route to C]

• Day of Year (Special Days) Routing
  [e.g. Dec 25th Route to Voicemail]

• Percentage Routing
  [e.g. Send 40% to Address A, 40% to Address B and 20% to Address C]

• Busy, No Answer Routing
  [sending the calls to a number of locations in the same place - e.g. Address A busy - route to B, if busy route to C then to voice mail]

• Recorded Voice Announcements (RVA)
  [e.g. welcome to Telstra .....our offices are currently closed]

• Interactive Menu’s using IVR Functionality
  [e.g. Press 1 for xxxx, Press 2 for xxxx]

• Area of Origin Routing
  [e.g. Routing calls based on where they are generated to the nearest or most desirable location as decided by the customer]

• Overseas Routing
  [e.g. a Telstra NTS number is translated to an international landline or mobile destination, which will need non-standard pricing]

• UK Mobile Routing
  [e.g. routing a Telstra NTS number to a UK mobile number instead of a standard UK landline number]

• ‘Follow the Sun’ Routing
  [i.e. Calls are sent to the normal UK location then to 2 or more different locations in different time zones able to support calls across each 24 hour period]