What this does

Sends each call to a different place depending on where the caller is ringing from, so a caller in Brisbane reaches your Brisbane office and a caller in Perth reaches Perth. This is an Area Based Routing service.

What you’ll need

Steps

  1. Sign in and select Create New Service.
  2. Choose your account, select Area Based Routing Service, then Confirm.
  3. Name the service and attach your number under Assign Numbers.
  4. Choose an area plan:
  • Country: splits callers between Australia and New Zealand.
  • Geographic: splits callers by capital city area: Sydney, Melbourne, Brisbane, Adelaide, Perth, Hobart, Darwin and Canberra.
  1. Set the default first. This is where calls go when the caller’s area isn’t in your list. Give it a name and choose an action:
  • Advanced: ring a phone or group.
  • Menu: play a caller menu.
  • Service: hand the call to another service on your account.
  1. Select Add New Area, choose an area and repeat for each area you want to route differently.
  2. Each new area shows in red until it’s set up. Select it, choose its action and fill in the details. It turns green when complete.
  3. When everything is green, select Save Service, check the summary, then select Confirm Service.

What you should see

The service shows as Active. Calls from each area you set up go to that area’s destination, and everything else goes to the default.

Troubleshooting

  • Calls from mobiles go to the default. A mobile number doesn’t show where the caller is. For mobile callers, we can set up a prompt asking them to choose their area. Contact us.
  • An area is missing from the list. The Geographic plan covers the capital city areas only. Contact us about other regions.
  • I need opening hours or holidays per area. Add the Out of Hours and Date Exceptions extras (see How do I set opening hours, after-hours and public holidays?).

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Done for you

Prefer us to handle this? Contact Bluehubcloud support and we’ll set it up for you.