A guide to 1800 Toll Free numbers

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A guide to 1800 Toll Free numbers

A 1800 Toll Free number is a smart tool to give your small or medium business the professional image of a big company.

Having a 1800 number means a customer can dial your business directly from any landline anywhere within Australia – free of cost.  This virtual telephone number allows your business to answer incoming calls on any Australian number (landline, mobile, VoIP).

Toll Free numbers enable your business to increase consumer demand as callers are greeted professionally with a tailored message. Then, your call is swiftly routed to your mobile, your voicemail, or any designated line. Customer messages can be converted into audio files and sent to your email as attachments.

Research has shown that Toll Free numbers outperform all other phone numbers for businesses, because the customer knows from the outset that they do not have to pay a cent for the call.

This Q & A provides a simple explanation of how 1800 numbers work In Australia, what is the cost involved in establishing one, what are their advantages to your business, and how you can go about obtaining your own memorable inbound number immediately.


What are 1800 numbers?

1800 numbers consist of ten digits. The standard 1800 prefix is basically followed by six digits.

Also known as virtual numbers or inbound numbers, the 1800 number service carries a call from a point of origin (the calling party), to a point of termination (the answer point).

Toll Free numbers have no infrastructure or cabling requirements. Thus setting it up is simple. They are said to “piggy-back” on the existing landline and mobile networks across Australia.

Customers can call you without charge from any Australian landline, and a leading service such as Zintel.com provides you with flexible options like call routing, distribution and reporting to enable you to be in touch with your client enquiries around the clock.


How do 1800 numbers work in Australia?

Toll Free Numbers are numbers that can be used anywhere, regardless of geography (unlike a fixed phone line). Inbound calls to these numbers are then directed to a landline or mobile service number.

When a call is placed to a 1800 number, the call enters the network and a search is conducted to find the relevant routing strategy that applies to the Toll Free Number.

The routing strategy can consist of a number of options, which will determine where the call goes to.

Once the routing strategy is established, the call proceeds to its destination. This all happens instantaneously, so the caller doesn’t experience any delay.


Can you make a call from a 1800 number?

It is important to note that it is not possible to make an outgoing call from a Toll Free Number, as the number does not have a physical location.

A 1800 number is a computerised, ‘virtual’ number that can only receive incoming calls and transfer them to any landline, mobile or computer.


What is the cost of calling a 1800 number from a mobile phone?

While calls from a landline to a 1800 number are free, charges can apply when calls are made from a mobile phone to a 1800 number.

These charges are at a rate determined by the caller’s mobile carrier as part of the plan they offer you.

Some operators, like Telstra, for instance, now allow their mobile customers to call any 1800 number in Australia free of cost.


What is the advantage to my business in having a 1800 number?

One advantage of having a 1800 number is that it gives your enterprise a professional look, branding it with a local and national appeal, thus giving you an edge over your competitors.

If the call is made from a landline in Australia, it is free to the caller ie the customer. This encourages potential customers to enquire about your business’s products and services.

A 1800 number can be easier for the customer to remember.


How can I get a 1800 number?

You can approach a company such as Zintel.com that provides these numbers. Zintel will give you access to the list of available inbound numbers, from which you can choose the combination of digits that appeals to you.

Zintel will then activate the number, and the process does not take more than one business day.

With Zintel, it is a simple, three-step sign-up process via their website: shop.zintel.com.au/


What is the cost of securing a 1800 number?

There are a whole range of packages from the leading Australian provider Zintel – from a starter deal at $15 a month to a very popular $35 a month package, plus a high volume one at $70 per month.

There are 12 clever, customised  features that  Zintel provides with your virtual phone number like VoicetoEmail, Call Announce and Day Routing.

All Zintel 1800 packages include these 12 key features at no additional cost and give you the flexibility to cancel at any time with no contracts.


Can my 1800 number be dialled from outside Australia?

You will need to research which countries can dial a 1800 number in Australia.

It may work for some countries, while it may not work for some other countries. Even if it does work for a country, it is still not a surefire method of contacting the Australia 1800 number.


Can I port my existing 1800 number to a different service?

If you already have a 1800 number with one telco, you can port it across to another company offering you a deal more suited to your needs.

However, it is important that you own your Toll Free number from the outset.

If, for instance, you had leased your number from a telco, it is possible for them to not allow you to port your number across to another provider. They have the right to reassign your 1800 number to another client.


Can I pick my own 1800 number?

Ask your service for a list of available inbound numbers.

You can choose your preferred Toll Free number from the list – a set of six digits that follow 1800 which you think suits your business best and makes it more memorable to clientele.

At Zintel, you can choose a great new number at no additional cost.

Fill in the form on the telco’s website or call a specialist to help you through the process.


Can I use a 1800 number if my business is based overseas, and I want to do business in Australia?

If your based is located outside Australia and you are targeting clients in the Australian market, a telco can set up a 1800 Toll Free number and rout it to your overseas office.

Messages received on your 1800 Toll Free number can be transferred to your email as audio attachments.


Can I get more than one 1800 number for my business?

Depending on your needs, or as your business expands, additional inbound numbers can be allocated to you.

Call 1800 122 004 and an Zintel specialist will help you through the simple process of setting up a new 1800 number that complements your business.


If I get a Toll Free 1800 number, do I have to bring across my landlines and mobiles as well?

Toll Free Numbers do not need to be with the same telecom provider as your other phone numbers.

This means you can take advantage of Zintel’s great rates and products, without having to move your other calling accounts across.

Contact Zintel on 1800 946 835 to discuss what ideal package they can offer you.


I just want to connect a 1800 number and start receiving calls now. How long does it take?

Simple connections with calls answered on your landline or mobile can be connected within a single business day.

You can add clever call management features like Call Routing, Call Completion or Call Reporting features to your service later on.

Contact Zintel to discuss what this top Australian 1800 provider can do for you.


How long does it take to add call routing or call completion options to my 1800 number?

Simple Call Routing strategies like Overflow, Time Routing and Call Distribution can be completed for you in just a few days.

Upon completion of your connection, you will be provided with login details for our Zintel Portal. In the customer portal you can lodge tickets to set up new features on your account and you can also view its progress.

If your request is for a complex routing product then one of our service team will contact you and let you know just how long your request will take.


If I want a 1800 number for my business, how soon can I get connected?

Simple connections with calls answered on your landline or mobile can be up and running within a single business day.

You can add Call Routing, Call Completion or Call Reporting features to your service later on.

Contact Zintel to start the process. It is a simple, three-step sign-up process via our website: shop.zintel.com.au/


Will the 1800 number service give me more information about who is calling me?

Our Call Reporting at Zintel is the best in the business. You can select from a number of different reporting packages, or you can customise a reporting set to suit your business.

Our reports can show you the geographic locations that your calls are coming from, the times of day when people are calling, how many calls are being missed, and much more.


Can I access and manage my 1800 number account online? 

All Zintel customers get 24/7 access to an online portal that provides detailed call and usage data for their 1800 number.

With Zintel’s solution, you can log into your own account from anywhere and assess all the calls received by your Toll Free number.

The detailed level of call reporting provides your business with valuable insights about your customer reach and product appeal.


How do I make sure all my 1800 calls get answered?

Zintel’s reliable Call Management Features free up your time for essential enterprise tasks.

One of our Call Routing or Call Completion products will take care of this for you.

In the event that your call isn’t answered because your answer point is busy or goes unanswered for a period of time, our Call Overflow feature will ensure the call can then be routed to a second answer point.

If there’s no one to take the call at your second answer point, our Voice-to-Email feature acts as a backup for your service. This feature sends your customer’s voice recording as an email so that all of your messages are waiting in your inbox.

Alternatively, we also offer a Live Answer service, where one of our professional, Australia-based representatives takes the call in your business’s name, captures all of the details and then sends them to you via text or email.


What is call routing for 1800 numbers?

A Call Routing strategy with a 1800 number ensures that your business is always connected to potential customers.

Your phone calls can be redirected based on percentages, the time or day of the call, or geographic region of the call.

Zintel’s routing solutions for 1800 numbers include:

Call Distribution – splitting calls based on percentages, i.e. 50% to one answer point and 50% to an alternative answer point.

Postcode Prompting – prompting the caller to enter a postcode, to determine where their call is sent.

Regional Routing – routing the call based on the town or city the caller is in.

State Routing – routing the call based on the state the caller is in

Customised Greeting – presenting the caller with a greeting, and then prompting the caller to select a number to determine where their call is sent.

Enjoy all these smart features with a 1800 number from Zintel that makes your business memorable. It is a simple, three-step sign-up process for a new customer and only takes five minutes via their website: shop.zintel.com.au/

Zintel specialises in 1800 numbers in Australia and provides personalised service for any business – be it small, medium or large – seeking help and advice to avail of the Toll Free number facility.

If you can’t find an answer to your specific question above, please call us on 1800 946 835.