YouPhone can provide a number of customised solutions of your business. Some of the technologies we can combine for your solution are routing of calls by location or caller, barring of certain numbers or selected origins and routing based on time, day, month or year.
Customised Call Barring
This feature allows calls from certain numbers to be blocked. For example, calls from mobiles, selected callers or certain calling areas. A customer with a 1800 number in Melbourne may elect to block calls to this number originating in the Melbourne local calling zone and provide a local 03 number for Melbourne callers to dial.
Australia Wide Routing
Australia is viewed as one geographic zone. All calls originating in Australia are routed to the same answering points.
State Based Routing (8 zones)
Where each state is viewed as separate geographic zone. Calls originating in each state can be treated differently to other states (i.e. calls originating in each state can be routed to different answering points in any state).
Exchange Service Area Routing (4,965 zones)
Calls originating in each Exchange Service Area (ESA) are routed to particular answering points based on how calls originating from that zone wish to be treated.
Postcode Routing (2,593 zones)
Calls originating in each postcode area are routed to particular answering points based on how calls originating from that zone wish to be treated. The postcode reference list used for routing excludes postcodes used exclusively for PO boxes.
Calls are shared between answering points depending on resources available at each point. For example, a company with 80 staff at one call centre and 20 staff at another may have 80% of calls directed to the larger centre and 20% of calls to the other.
If all lines at an answering point are busy or there is no answer or if there is network congestion preventing calls being connected, calls are diverted to an alternate answering point. The customer can select the time-out period for overflow on busy, i.e. how long calls ring before overflowing to the overflow answering point.
Time of Day Routing
Calls can be routed to alternative destinations according to the time of day. For example, calls from Perth can be routed to Sydney in the morning hours before the Perth centre opens for business and calls from Sydney can be routed to Perth in the afternoon after the Sydney office closes.
Day of Week Routing
Calls can be routed to one set of answering points on Monday to Friday and another destination on weekends.
Day of Year Routing
Calls can be routed to a particular destination based upon specific dates that may be unique to the business or industry or for a public holiday set which defines all public holidays applicable to the state or territory.
Selected Caller Routing
Calls received from particular clients (VIPs) are directed to answering points where they are given top priority, similar to selected caller access above.