Voice Services > Line Rental

Features

We know that each business has unique, yet varying needs. Because of these different needs the SmartAccess service offers our customers feature options that can be customised to best suit your individual business requirements.

AreaCall

Is a standard feature that allows you to route incoming calls to different destinations according to the province the call originated from (excluding calls from cellular telephones). By implementing this feature the calls can be routed to the nearest branch - resulting in call cost savings. For example calls received from Gauteng can be routed to the Johannesburg office, while calls originating from Kwa-Zulu Natal can be routed to the Durban office.

TimeCall

Allows you to distribute your calls to different destinations depending on the time of day and/or the day of the week. This service is suitable for businesses that operate between Mondays and Fridays from 08:00 to 17:00 when calls can be directed to a specific number during this period. However, during weekends and after-hours the calls can be re-directed to another destination.

DateCall

Enables you to distribute your calls to a different destination of your choice on specific days of the year, for example Public Holidays such as Christmas and New Year's Day.

DivertCall

Allows you to divert calls to an alternate answering point when you are unable to take the call or if the line is busy. This means that every call will get a second attempt to be answered if the intended destination is busy, or if there is no reply from the number dialled.

Optional Service Features

CustomAreaCall (magisterial districts and exchange level)

Enables you to route your incoming calls to different destinations based on the magisterial district or exchange where the calls originated. This feature is particularly suitable if you have multiple business sites within the same geographical area. Calls can be routed to the nearest site/branch thereby ensuring savings on call costs.

PercentageCall

Enables you to split your incoming traffic between different locations by distributing pre-determined percentages of your calls amongst the various destinations. For example 40% of calls received can be routed to one branch and 60% to another.

LimitCall

Makes it possible for you to control access to your service by allowing calls from certain areas only, or from specific numbers only, to reach you.

ItemisedCall

Provides you with itemised call information on your FreeCall 080 and ShareCall 0860 calls (excluding local calls).

Announcements

SmartAccess also provides standard announcements.
For more information and activation of announcements contact the SmartAccess Service Activation Centre on 08000 SMART (76278).

Choice of Standard Announcements:

• "This service is only available during office hours. Please call again later".
• "The subscriber you have dialled cannot be reached through this number from the area you are calling from".
• "The number you have dialled is not accessible from a cellular phone, please use a Telkom landline. Thank you".
• “This number has been changed , in future please dial 08……”

SecureAccess

Is ideal for closed user groups. This feature allows the SmartAccess customer to specify which numbers (landline and cellular) are allowed to access their SmartAccess service. It ensures that no "unwanted" calls are received.

Admin Feature

Enables you to manage certain SmartAccess features remotely from any phone. You will have access to the following features: Re-routing on Busy, Re-routing on No-reply, Follow-me and the Caller PIN. If your phone service is down or busy at one of your sites, this will not have a negative effect on your business operations or customer relations since the call can be seamlessly re-routed to another landline. The Admin Feature is particularly useful in the case of a disaster situation - it's your business' built-in protection.

Please note that numbers starting with 08, 09, 07 etc... cannot be entered as destination numbers.

To configure these non-geographic numbers into the Admin feature please contact the SmartAccess Service Activation Centre on 08000 SMART (76278)

View detailed Admin feature Guide

Caller PIN

Makes it possible to restrict your FreeCall 080 service by means of PIN (the service is only available to FreeCall 080 customers).

Call Reports

SmartAccess Call Reports will provide you additional information on the calls that you receive on your SmartAccess number. Two reports are available i.e.

• View SmartAccess Call Detail report
• View SmartAccess Call Management report

SmartAccess Call Detail Report

The SmartAccess Call Detail report contains call details of the successful ShareCall 0860 (local calls) and MaxiCall 0861 phone calls you have received. Since you are not being charged for these calls they do not appear on your SmartAccess invoice but on the invoice of the caller.
So how can you determine the impact of your advertising- It's easy; the SmartAccess Call Detail report will enable you to pinpoint customer response and geographical activity.

SmartAccess Call Management Report

For a complete and comprehensive report on your SmartAccess number and its performance, the Call Management report is all the information that you need.
The report contains summarised call information on all calls made to your SmartAccess number. Typical information that will be contained in these reports is:

• The number of successful versus unsuccessful calls. If you have multiple offices it will be offered per business site;
• Number of successful and unsuccessful calls offered to the SmartAccess number per originating province;
• Number of successful and unsuccessful calls offered to the SmartAccess number per Telkom time slot;
• Call traffic analysis per day of the month;
• Call traffic analysis per hour of the day.

The information obtained from the reports can be used for strategic decision making regarding resource utilisation, it can also assist with determining productivity and profitability ratios.
For your convenience these reports will be available on the Telkom Ease-e-Bill website. Once you have ordered them via the IN Service Activation Centre at 08000 SMART (76278) and you have registered as an Ease-e-Bill user you will be able to access these.
You can register on-line as an Ease-e-Bill user at View Ease-e-Bill

SmartAccess Auto Attendant

The Auto Attendant, hosted in the Telkom network, enables small to large businesses to distribute calls according to their unique requirements, without having to purchase additional expensive equipment.
The SmartAccess Auto Attendant features a multi-level menu driven service, which enables you to have your SmartAccess calls routed to multiple telephone numbers based on the input of the caller. When the caller dials your SmartAccess number the Auto Attendant will answer the call and offer the caller options to select from. The caller will be routed to the intended destination efficiently and accurately.

Benefits

• No need for expensive call centre equipment;
• Callers are routed to the intended destination the first time, without the need to transfer of forward the call to an alternative number.

Auto Attendant Templates

• View Configuration Template
• View Numbering Sheet

Auto Attendant Configuration

• View Example: One level Configuration
• View Example: Two level Configuration
• View Example: Three level Configuration
• View Example: Three level Numbering

Refer to the Auto Attendant User Guide for more information. View Auto Attendant User Guide.

Number Composition

FreeCall 080, ShareCall 0860 and MaxiCall 0861 telephone numbers consist of ten digits and always begin with the codes 080, 0860, or 0861. The combination of digits following the prefix creates your own unique number.
The number may be computer-generated, or you could choose your own Golden Number, provided that such a number has not already been reserved or allocated.
Golden Numbers have become extremely popular as many companies choose their own easy-to-remember numbers to make themselves memorable. SmartAccess also supports Alfa-dialling, which means that you can choose a number that spells your company's name or product brand name when translated into Alpha-codes e.g. 0800 TELKOM.

Connecting to the SmartAccess Service

You can use SmartAccess together with your existing telephone line(s), or alternatively a separate line can be dedicated to receiving these calls. The service can operate on both standard telephone and ISDN lines and can interface on single-line access or PBX systems.

You can now also link your SmartAcess number to another service provider. SmartAccess call rates to that service provider will apply.

Customer call routing requirements

Since the SmartAccess service is designed to be flexible, while offering a multitude of features, you can have your SmartAccess service configured to meet your unique business requirements. Should you wish to configure a customised SmartAccess service, the following information is required:

Areas served by each branch or site

You will be required to state the specific areas from where calls can be made to your SmartAccess service. It could include the following:

• National - Calls routed on a National basis.
• Provincial - Calls are routed according to the Province where the call originated:
• Gauteng;
• Mpumalanga;
• Northern Province;
• North West;
• Free State;
• Northern Cape;
• Western Cape;
• Eastern Cape;
• Kwa-Zulu Natal.

Magisterial Districts and Exchanges

This routing option is recommended only if the other routing options are inadequate. This feature would be used if, for example, a customer has multiple branches in a certain geographical area to which calls are made.

View magisterial districts and exchanges.

Cellular Calls

Calls from cellular networks cannot be associated with the exact location of the mobile caller. These calls are routed based on where it enters Telkom's network.
Telkom's Primary levels are:

• Gauteng Central Region: 011; 016; 017; 018;
• North Eastern Region: 012; 013; 014; 015;
• Western Region: 02;
• Eastern Region: 03;
• Southern Region: 04;
• Central Region: 05.

(The codes displayed next to the regions refer to the dial codes.)

Please note that Telkom has no control over the routing philosophy of the mobile operators and can simply route calls based on where it enters the Telkom network.
With FreeCall 080 and ShareCall 0860, subscribers are charged the SmartAccess long-distance call rates for cellular calls they receive on the SmartAccess numbers (refer to the cost page for more details on call rates).
To save on call costs the LimitCall feature can be used to block cellular calls. In this case the mobile caller can be advised, through an announcement, to dial from a landline.

Percentage Call Distribution

To have access to the PercentageCall feature, where the same geographical area is served by more than one branch, we will need to know the percentage of calls that need to be routed to each of your listed branches/destinations. The percentages should be indicated in multiples of 10 or 5 with a maximum of ten being allowed for any area served.

Time Depending Routing

You can have your incoming calls distributed to different destinations depending on the time of the day and/or the day of the week. It is important to indicate if you want your SmartAccess calls to be treated differently on specific days, for example public holidays or if the office is closed between Christmas and New Year.

Destination Numbers

You will also have to indicate (for each branch or site listed) the telephone numbers you would like calls to be routed to. You can also specify an alternative telephone number for each of these branches/sites should the first destination number be busy or if a call is not answered within 17 seconds.

Cellular numbers and other operator numbers are allowed as destination numbers for SmartAccess calls. However the SmartAccess subscriber will be liable for the call cost to the other operator, on either FreeCall, ShareCall or MaxiCall option. (Ported numbers included).

Calls from a Telkom landline can also be routed to a cellular number and other operator number using the Telkom ForwardCall feature. Telkom ForwardCall can be ordered from 10217.

Other Important Information

SmartAccess offers you one contact number irrespective of the number or geographical location of your business sites. This offers you the flexibility to grow or move your business without ever having to change your contact number, subject to the availability of the number and as permitted by the Independent Communications Authority of South Africa (ICASA) from time to time.

Benefits

• The flexibility to grow your business - SmartAccess gives you the flexibility to grow or move your business without ever having to change your contact number;
• Code and number changes won't affect you - Telkom code and number changes will not affect your SmartAccess number;
• Cost-saving - Save on advertising costs, since you only need to advertise one telephone number, irrespective of the number of business sites you have;
• Service flexibility - You have access to a wide range of SmartAccess service features that can be customised to meet your unique business requirements;
• Efficient marketing tool - you can choose your own easy-to-remember SmartAccess number (depending on the availability of the number).