1800 number routing basics

Jul 01, 2020

Simple or complex routing configurations for 1800 numbers explained

Before you begin to advertise your business with your new 1800 number, you should first create a comprehensive routing system that works best for you. There are a few varieties to choose from, and it’s important to understand the benefits of each.

Before you begin to advertise your business with your new 1800 number, you should first create a comprehensive routing system that works best for you. There are a few varieties to choose from, and it’s important to understand the benefits of each. Once you do, you can establish a workable routing system and begin to reap the numerous advantages offered by your 1800 number.

Availability

A typical routing strategy is to set up multiple alternative numbers and then configure your system so that calls are automatically redirected to those lines if the principal line is unavailable. You can select how much time—say, ten seconds—passes before the call is diverted to an alternative line. This is ideal for business owners who have unpredictable schedules and whose availability to take calls changes by the hour or even by the minute.

Round robin

After establishing one or more alternative lines, you also have the option of dividing calls between them according to a ratio of your choosing. So if you have three lines open throughout the business day, you might opt for an even 33% split between them. Or you might want to give one line 50 percent, another 30 percent, and the last one 20 percent. It’s completely up to you. This strategy puts you in full control of your routing system.

Time

An alternative is to routing calls based on time. With time-based routing, calls are directed to a designated line depending on the time of day and/or the day of the week. This is helpful if you split time between multiple locations. You can also choose to route calls to different lines on weekends and national holidays.

Location

A more advanced method of routing calls to a 1800 number is by location. For example, you can route calls based on their point of origin. If the call is coming from inside Australia, it will be routed to the Australian line of your choosing. You can also choose to set up your routing system so that calls are routed according to the caller’s state, region, city, or other locality. This is a great option for franchise businesses or businesses with multiple locations.

Alternatively, you can have calls routed on the basis of the caller’s postal code, which he or she is prompted to input after dialing. It’s the same concept, though a little more precise.

Try experimenting with several 1800 number routing systems until you find the solution that suits you best.

Check out our 1800 number plans to see which one is right for your business.