Set up and initial costs:
A new line incurs a one of cost of £20 to set up.
Ongoing line rental falls into one of 2 bands:
- Contact Point (£0.50/month) - Sometimes termed ‘point and shoot’, any call to the toll-free number is delivered immediately to its terminating extension.
- Contact Pro (£5.00/month) – This service also allows you to deliver your calls immediately to a terminating extension. However, you also gain access to an online portal which allows you to manage your calls. As this is a service provided at carrier level, you are able to direct calls to a mobile, landline, or other destination in the event that the Chorus telephony service is down. You are also able to run statistical reports on call volumes.
As incoming calls to toll-free numbers are free to the calling party, the cost incurred must be charged to the owner of the service. You will be asked to provide a cost centre for this when you request a new toll-free number. Call costs are charged at the same rate as outgoing calls from University extensions, details of which can be found details of which can be found here.
What is the terminating extension and who will answer the calls?
Calls to toll-free numbers need to be answered, which means that the call needs to be delivered to the University in such a way that it can be handled by an individual or team. To enable easier ongoing management of who answers these calls, the terminating extension will be a hunt group pilot number. Hunt groups are a method of distributing telephone calls from a single phone number to a group of several phone handsets. When a new toll-free number is requested, the Chorus team will ask you who should be taking the calls (ie, who should be part of the hunt group) and whether a voicemail service will be required. Once this has been set up for you, you local phoneman administrator will be able to manage the members of the hunt group thereafter.
If you want callers to your freephone to be greeted by messages, a selection of menu options, or to have their call handled differently based on the time of day, please specify this when placing a request for a toll free number. To incorporate this added complexity, you will require the Chorus team to set you up with a Contact Centre.
How to request a toll-free number
Raise a service request via self-service. This will automatically raise a task with the Chorus team based on the information you provide, and they will contact you when the toll-free number has been set up.