
Inbound 1800/1300/13 Services
Inbound 1800/1300/13 Services
1.
Inbound Faults Support Information
If you are experiencing issues with
your inbound number it is recommended you complete the following checklist
first:
Common Faults
a) I can not receive Incoming calls
on my inbound service number
Are
you able to receive calls if your answering point telephone number is called
directly?
• Yes. Please proceed to log a fault on our
"Express Inbound Fault Lodgement Form"
• No. There is no fault on your inbound
number. The fault is on your Fixed Wire Service. You will
need to log a fault on your answering
point using our "Express Fixed Wire Fault Lodgement Form"
b) Incoming callers receive a busy
tone when they call my number
Do
you receive a busy signal if you call the answering point telephone number
directly?
• No. Please proceed to log a fault on our
"Express Inbound Fault Lodgement Form"
• No. There is no fault on your inbound
number. The fault is on your Fixed Wire Service. You will
need to log a fault on your answering
point using our "Express Fixed Wire Fault Lodgement Form"
c) My number is answering to the
wrong answering point
Please
check your original inbound set up sheet. Does the set up sheet contain the
correct answering point?
• No. Please proceed to log a fault on our
"Express Inbound Fault Lodgement Form"
• No. There is no fault on your inbound
number. The fault is on your Fixed Wire Service. You will
need to log a fault on your answering
point using our "Express Fixed Wire Fault Lodgement Form"
d) Any other issues with your
inbound number
Please
log a fault utilising our "Express Inbound Fault Lodgement Form"
2.
Changing of Answering Point
How to submit a request:
You can change
an inbound service number answering point by one of the following methods:
a. Place your request in writing using the
following Form and fax it back to 1300
b. Email your request to our office
Due to the importance of an inbound service number to a business and complexity
of some answering point configurations, we do not complete changes verbally
over the phone. This protects your business and ensures the request is
completed correctly.
Information required:
When requesting
changes you must including the following information:
• Existing Inbound service number
• New answering point configuration
• Date this change is required
The request can only be submitted by an authorised account contact.
Time frames:
Please allow as
much lead time to organise a change of answering point. The time frame is
different depending on the complexity of the service:
• Simple Answering Point: 2-5 days
• Exchange Based Routing: 14 days
The above time frames are set as a guide only. Changes to answering points are
not available on weekends.
Cost:
There is a cost
of $25 INC GST each time you change your answering point.
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