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 :
o 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 charge 1. 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:
TM
$20 per month post paid
Trade Mark of Telstra Corporation Limited
Telstra in Confidence
Telstra Internal Use Only
April 2005
Telstra Number Redirection FAQs – Business Partner Channel
version
Pre-paid fixed term packages rental1:
for 12 months
Indial Service Pricing
Standard monthly package rental1:
number block
$30 for 3 months; $60 for 6 months; or $120
$83.33 per month post paid, for each
-----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------
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.
TM
Trade Mark of Telstra Corporation Limited
Telstra in Confidence
Telstra Internal Use Only
April 2005
Telstra Number Redirection FAQs – Business Partner Channel
version
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
TM
Trade Mark of Telstra Corporation Limited
Telstra in Confidence
Telstra Internal Use Only
April 2005
Telstra Number Redirection FAQs – Business Partner Channel
version
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.
TM
Trade Mark of Telstra Corporation Limited
Telstra in Confidence
Telstra Internal Use Only
April 2005
Telstra Number Redirection FAQs – Business Partner Channel
version
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
TM
Trade Mark of Telstra Corporation Limited
Telstra in Confidence
Telstra Internal Use Only
April 2005
Telstra Number Redirection FAQs – Business Partner Channel
version
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?
A.
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
TM
Trade Mark of Telstra Corporation Limited
Telstra in Confidence
Telstra Internal Use Only
April 2005