Telstra Number Redirection faqs Business Partner Channel version



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Telstra Number Redirection FAQs - Business Partner Channel version





How Do I Sell It?

1

Q. WHAT IS IT?







A. Number Redirection is a redirection service to assist customers in the transition to a new number, when a new number is required for:

  • Movers*,

  • Making a Technology Change*

  • In certain circumstances when porting to Telstra (refer your customer to their Account Manager)

(*Refer to Definitions of “Movers” and “Technology Change” in FAQ questions 23 and 22)
Callers to the old telephone number are redirected to, and/or advised of, the new telephone number.


2

Q. HOW WILL MY CUSTOMER BENEFIT?







A. The main customer benefits of Number Redirection are:

  • Assists customers to transition to new number/s when moving premises or making a technology change by redirecting callers from their old number/s to their new number/s.

  • It is competitively priced, and customers pay only a flat monthly rate within a charging zone. This contrasts to comparable products such as CDNO where connection fees and monthly rentals apply, and call charges are applicable within a charging zone.

  • There are special discounts for customers making a technology change:

  • 25% discount may be provided* when changing technology to ISDN Indial.

(*Subject to discounts criteria in FAQ question 25)


3

Q. WHAT ARE THE OPTIONS?







A. Number Redirection offers 3 Service Options, 2 Package Types and a number of Pricing options.
Service Options
1. Announcement plus Redirection

A recorded announcement tells the caller the new number and then the call is automatically diverted from the old

number to the new number.
2. Redirection only

Calls are automatically diverted from the old number to the new number.


3. Announcement only

A recorded announcement tells the caller the new number.


Package Types
1. Pre-paid fixed term2

Pre-paid for a fixed term of 3, 6 or 12 months, after which the service is automatically cancelled. The customer is

charged a single once-off fee at the beginning of the term1, and is not entitled to a rebate if the redirection service

is cancelled earlier than the term of package. Pre-paid packages do not support modification to the destination

number, and the customer must preselect to Telstra if usage (B to C leg) charges apply.
2. Standard monthly package

Customer is charged a nil connection fee with an ongoing rental charge1. This is the only package available for

Indial services. Standard monthly packages support modification to the destination number.
Pricing1 (GST inclusive)
Basic/PSTN Service Pricing

Standard monthly package rental1: $20 per month post paid

Pre-paid fixed term packages rental1: $30 for 3 months; $60 for 6 months; or $120 for 12 months
Indial Service Pricing

Standard monthly package rental1: $83.33 per month post paid, for each number block



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Notes
1. Usage charges (B to C leg charges) are applicable for calls redirected from an old number to a new number where the new number is in a different Charging Zone or is a Mobile number (this does not apply where the service option is announcement only).
2. Prepaid fixed term packages: Where usage charges apply, Prepaid packages are only available if Telstra is preselected to provide all voice & data calls for the Number Redirection service.
Note: A Number Redirection application form must be completed & submitted. Submission of an application does not infer that Telstra will provide the Number Redirection service to the customer. Telstra will advise the customer of service availability after verification of customer details & completion of the appropriate feasibility.












How Do I Activate It?




4

Q. HOW LONG WILL IT TAKE TO ACTIVATE?







A. The normal activation period is:

  • Indial: 7 working days; and

  • PSTN: 2 working days

from receipt of the completed Number Redirection application form, as long as the new number has been activated.


5

Q. WHAT IF I DON’T KNOW THE NEW NUMBERS WHEN COMPLETING THE APPLICATION FORM?







A. Leave the fields blank and the activation team will complete the numbers when they become known, provided your customer is happy to have Telstra apply the default mappings from their old number to a new number.


6

Q. CAN THE ACTIVATION DATE BE DIFFERENT FOR THE NEW SERVICE & NUMBER REDIRECTION SERVICE?







A. Number Redirection requires that an active service exists to which it can direct calls made to the old number. If different dates are required the new service must be active prior to the Number Redirection service.


7

Q. WHAT HAPPENS TO MY CUSTOMER’S EXISTING SERVICE WHEN THEY TAKE IT UP?







A. The customer’s existing service is cancelled.


8

Q. WHAT DOES CANCELLING THE EXISTING SERVICE MEAN FOR MY CUSTOMER?







A. When Number Redirection is activated:

  • The customer is then not able to make any further modifications to the old number

  • The customer loses their Directory Assistance listing for the old numbers unless a new application is made

  • If the customer chooses to discontinue the use of the Number Redirection service, the old number will be released to the pool of available numbers for re-allocation, unless the customer re-applies for the old number to be re-issued to them

  • Telstra do not guarantee that the old number will be available to the customer at the end of, or on termination of, their Number Redirection service.




9

Q. WHO PAYS FOR CALLS THAT ARE REDIRECTED FROM THE OLD NUMBER TO THE NEW NUMBER?







A. There are no redirected call charges (no usage charges) within a charging zone. Telstra Number Redirection is charged to the customer on a monthly recurring charge, or as a pre-paid fixed term charge.

If redirecting outside a charging zone or to a mobile number, usage charges are also charged to the customer (does not apply if selected service option is announcement only).




10

Q. MY CUSTOMER IS MOVING OUTSIDE A CHARGING ZONE. WHAT ARE THE NUMBER REDIRECTION OPTIONS?







A. All 3 service options are available for customers moving outside a charging zone i.e. redirection plus announcement; redirection only; or announcement only. Usage charges are applicable for calls redirected outside a charging zone (does not apply if selected service option is announcement only).


11

Q. MY CUSTOMER WANTS TO REDIRECT TO A MOBILE NUMBER? CAN THEY DO THIS?







A. Yes. The new number can be a mobile number and all service options are available. Usage charges will apply to calls redirected to a mobile number (usage charges do not apply where the service option selected is announcement only).



12

Q. MY CUSTOMER RECENTLY PORTED TO TELSTRA AND BROUGHT THEIR NUMBERS WITH THEM (LNP RECIPIENT CUSTOMER). CAN THEY HAVE NUMBER REDIRECTION?







A. Yes. Number Redirection is now available for LNP Recipient (as well as Donor Return) Numbers as long as the old and new numbers are connected to the Telstra network.


13

Q. MY CUSTOMER IS PORTING TO TELSTRA. IN WHAT CASES WILL THEY NEED NUMBER REDIRECTION?







A. You should refer your customer to their Account Manager if they wish to port to Telstra.


14

Q. MY CUSTOMER WANTS TO REDIRECT TO AN INBOUND SERVICE, CAN THEY DO THIS?







A. Yes, provided the inbound numbers are - 12,13,1345,1300,1800 (except 180090, and 180091), 1802 and 019. Only one service option is available which is Announcement Only.



15

Q. WILL MY CUSTOMER EXPERIENCE ANY LOSE OF SERVICE DURING CUTOVER?







A. Your customer may experience a delay to approximately 1 ½ hours. However, Telstra will endeavour to minimise any lose of service.



16

Q. DOES THE 10,000 NUMBER BLOCK RULE STILL APPLY?







A. Yes. All old numbers within the Number Redirection service must be within the 10,000 number block.






How Do I Support It?

17

Q. HOW LONG CAN MY CUSTOMER USE NUMBER REDIRECTION?







A. There is no specific limit for Number Redirection services connected. Customers can keep the service connected for as long as they like. There is no minimum term, except for customers with Indial products who are moving or making a technology change ($83.33 per month packages) where a 3 month minimum term applies.
However, for practical purposes Telstra can cancel Number Redirection after 18 months of providing the service.


18

Q HOW DO I MAKE CHANGES TO THE NUMBER REDIRECTION SERVICE ONCE IT’S ESTABLISED?







A. The application form for Number Redirection is also used to make changes to a service. For technology change, your customer cannot change new numbers once the service has been established.


19

Q. IF MY CUSTOMER LEAVES TELSTRA, CAN THEY TAKE NUMBER REDIRECTION WITH THEM?







A. If your customer ports to another service provider they will only be able to port their numbers (new or old number). The Number Redirection service is terminated.


20

Q. HOW MANY CALLS CAN NUMBER REDIRECTION SERVICE TO A NEW NUMBER SIMULTANEOUSLY?







A. Simultaneous Call Restriction (SCR) is applicable where the customer moves outside an SZU or redirects to a mobile number. Calls to each old number of a basic service are set at a maximum limit of 5 simultaneous and to an indial range are set at a maximum limit of 60 simultaneous. Number Redirection is also subject to the capacity of the new number to accommodate call volumes. If there is insufficient capacity, the caller may receive a “busy” tone.


21

Q. WHICH NUMBER IS PRESENTED AS THE CALLING LINE IDENTIFIER (CLI)?







A. The CLI presented to the recipient of a call:

  • To the old number will be the number of the A Party Caller, unless CLI is blocked.

  • From the new number will be the new number, unless CLI is blocked.




Some Key Product Definitions & Criteria


22

Q. WHAT IS MEANT BY “TECHNOLOGY CHANGE” FOR NUMBER REDIRECTION?







A. For Number Redirection, a Technology Change is where a customer wishes to replace their current technology and is remaining within the same telephone exchange (ESA).
From a Telstra dealer perspective, Number Redirection is available to customers making the following Technology Changes:
i. To Indial products (from Indial or PSTN products only).


23

Q. WHAT IS A “MOVER” FOR NUMBER REDIRECTION?







A. For Number Redirection, a customer is deemed a mover where:
i. The customer makes a change to their location or premises to a different telephone exchange ((Exchange Service Area (ESA)).

ii. The customer makes a Technology Change, within the AXE/ System 12 or DMS platform, and also moves location to a different ESA.




24

Q. WHAT IS A STANDARD ZONE UNIT (SZU)?







A. A Standard Zone Unit (SZU) means:
1) the area of a charging precinct; or

2) the area of a charging zone, excluding the area of any charging precincts in the charging zone

(SZU is defined in the Telecommunications Numbering Plan 1997 made by the ACA)


25

Q. WHAT IS A CHARGING ZONE (CZ)?







A. Part A (Section 14.1) of the OCT defines Charging Zone as:

  • A Charging Zone (either a standard zone or an extended zone) is an area defined by an allocated group of telephone numbers for call charging purposes.

For a full list of charging zones, and whether they are standard zones or extended zones, see Part J – Charging Zones of the Basic Telephone Service section of Our Customer Terms.


26

Q. WHAT CRITERIA APPLY TO OBTAIN THE SPECIAL DISCOUNTS?







A. The discounts apply to the Number Redirection rental charge for up to 18 months.
For the 25% discount provided when changing technology to an ISDN Indial product, this discount is only available if:

  • Your customer is not a wholesale customer;

  • Your customer is remaining within the same the telephone exchange (ESA);

  • The Number Redirection service consists of at least a 100 number block of old numbers.




27

Q. WHAT HAPPENS WHEN MY 18 MONTH DISCOUNT TERM EXPIRES?







A. Your customer’s pricing will revert to the standard rental charges, & the service option will revert to Redirection plus Announcement.


28

Q. WHERE CAN MY CUSTOMER GET A COPY OF THE TERMS AND CONDITIONS?







  1. Our Customer Terms (internet & intranet) Basic telephone service – Other Service Options section. The OCT can be downloaded from:

http://www.telstra.com.au/customerterms/docs/bg_fixed_otheroptions.pdf





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