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teleMates Australian Telecommunication Service Provider

Inbound 1800/1300/13 Services

Inbound 1300/1800/13 Online Support Information



teleMates Inbound Number Support
This guide is designed to provide assistance with your inbound 13, 1300 and 1800, please check the guide below for further information. You should also check out our section on our website.


1. Inbound Faults Support Information

If you are experiencing issues with your inbound number it is recommended you complete the following checklist first:

Common Faults

a) I can not receive Incoming calls on my inbound service number

    Are you able to receive calls if your answering point telephone number is called directly?
    •  Yes. Please proceed to log a fault on our "Express Inbound Fault Lodgement Form"
    •  No. There is no fault on your inbound number. The fault is on your Fixed Wire Service. You will
       need to log a fault on your answering point using our "Express Fixed Wire Fault Lodgement Form"

b) Incoming callers receive a busy tone when they call my number

    Do you receive a busy signal if you call the answering point telephone number directly?
    •  No. Please proceed to log a fault on our "Express Inbound Fault Lodgement Form"
    •  No. There is no fault on your inbound number. The fault is on your Fixed Wire Service. You will
       need to log a fault on your answering point using our "Express Fixed Wire Fault Lodgement Form"

c) My number is answering to the wrong answering point

    Please check your original inbound set up sheet. Does the set up sheet contain the
    correct answering point?

    •  No. Please proceed to log a fault on our "Express Inbound Fault Lodgement Form"
    •  No. There is no fault on your inbound number. The fault is on your Fixed Wire Service. You will
       need to log a fault on your answering point using our "Express Fixed Wire Fault Lodgement Form"

d) Any other issues with your inbound number

    Please log a fault utilising our "Express Inbound Fault Lodgement Form"

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2. Log An Inbound Fault

To log a fault for an "Inbound Service" please fill out the following information:

* Required fields
Contact Name *
Company Name
Contact Number *
Contact Mobile Number
Email Address *
Please list the inbound service number which is experiencing the fault:
Please write a brief description which describes your inbound fault:
Have you checked the fault support section on our website before logging this fault?
Yes
No

Thank you for logging a fault using teleMates's "Express online fault system".

Your fault has been forwarded to the next available technician for investigation.

If the fault can be resolved remotely from the exchange, a technician will not be required to attend your premises.

Where a technician is required to attend your premises an appointment time will be allocated and forwarded to you on email.

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3. Changing of Answering Point

How to submit a request:

You can change an inbound service number answering point by one of the following methods:
  a.  Place your request in writing using the following Form and fax it back to 1300
  b.  Email your request to our office

Due to the importance of an inbound service number to a business and complexity of some answering point configurations, we do not complete changes verbally over the phone. This protects your business and ensures the request is completed correctly.

Information required:

When requesting changes you must including the following information:
  •  Existing Inbound service number
  •  New answering point configuration
  •  Date this change is required

The request can only be submitted by an authorised account contact.

Time frames:

Please allow as much lead time to organise a change of answering point. The time frame is different depending on the complexity of the service:
  •  Simple Answering Point: 2-5 days
  •  Exchange Based Routing: 14 days

The above time frames are set as a guide only. Changes to answering points are not available on weekends.

Cost:

There is a cost of $25 INC GST each time you change your answering point.

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