Set up and initial costs:
A new line incurs a one off cost of £20 to set up.
Ongoing line rental falls into one of 2 bands:
- Contact Point - Sometimes termed ‘point and shoot’, any call to the toll-free number is delivered immediately to its terminating extension.
- Contact Pro – This service also allows you to deliver your calls immediately to a terminating extension. However, you also gain access to an online portal that allows you to manage your calls. As this is a service provided at the carrier level, you are able to direct calls to a mobile, landline, or other destination in the event that the University telephony service is down. You are also able to run statistical reports on call volumes.
Call costs
As incoming calls to toll-free numbers are free to the calling party, the cost incurred will be charged to the owner of the service, as part of the calling bundle.
Call costs are charged at the same rate as outgoing calls from University extensions, please see details of call costs and note the fair use policy.
You will be asked to provide a cost centre when you request a new toll-free number.
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 should be a Call Queue pilot number on Teams Phone. Call Queues are a method of distributing telephone calls from a single phone number to a group of several phone handsets or users. When a new toll-free number is requested, the Communication and Collaboration Services team will ask you who should be taking the calls (ie, who should be part of the call queue) and whether a voicemail service will be required.
How to request a toll-free number
Please raise a Service Request for a toll-free number via self-service. This will automatically raise a task with the Communication and Collaborations Services team based on the information you provide.
