If you have a Telstra Priority 1300 Incoming number, you can change your Answer Point Numbers on the fly with a little-known Telstra web app: Telstra In-Control Call Direct. This article explains what the service does, and how to sign up for it.

How do 1300 Numbers Work?

1300 Numbers are special 10-digit telephone numbers (prefixed with “1300”) that redirect the caller to any designated landline number. They are generally ordered through the ACMA’s SmartNumbers website (or a reseller), but connected via a Telco. 1300 numbers have flat call rates, not based on the customer’s long-distance calling rates.

This call redirection happens behind the scenes, and is seamless to the caller.

1300 Numbers are popular because they are not tied to any specific geography, can be easier to remember, can appear very professional and corporate, and don’t incur long distance charges.

Depending on your telco, you can setup special dial plans. You can redirect based on the geography of the caller, perhaps to redirect the caller to your closest branch. You can do time-of-day routing. You can setup overflow routing in case the primary number is busy.

Telstra offers all these options and more with their Priority 1300 and Priority 1800 products.

The question becomes… how do you change the answering numbers on the fly? Traditionally, you’d have to call your Telco and arrange to have it changed. However, this isn’t ideal for emergencies and often incurs a fee. Perhaps your main number is down, and want to redirect calls to a backup VoIP service. Perhaps you would like to redirect calls to a west-coast office after-hours. You need an easy way to configure this…

Comparing Telstra IN-Control & IN-Control Call Direct

Telstra IN-Control and Telstra IN-Control Call Direct (ICCD) are a two different web-based tools that allow you to view and change the configuration of your Priority 1300 Inbound Service.

Telstra IN-Control is the fully featured software, whereas IN-Control Call Direct is the cut-down version.

If you just want to change the incoming phone number of your 1300 service, ICCD is for you.

Here’s the comparison chart between the two different services:

  • Ability to manage destinations of calls including the setting of answer points, overflows and call splaying.
  • Allows for time dependent routing, including time of day, day of the week and statutory holidays.
  • Allows all calls from a designated area (for example, a particular postcode) to be answered at the one answer point.
  • Ability to add answer points beginning with 02, 03, 04, 07, 08, 0011 and 0015.
  • Order management allowing scheduled activation of alternative call routing configurations.
  • Near real time statistics monitoring of your Inbound Service and/or InfoCall Service.
  • Ability to download historical reports covering answer point success, call distribution, average call duration by service or by answer point and overflow success.
  • Ability for you to set up a disaster recovery plan (for example, setting up alternative answer points etc.).
  • A help menu so that you can find out information on how to use your Telstra IN Control.
  • Optional Group Redirect Feature which provides the ability to change the routing plans for multiple services at once (requires set up prior to activating a Group Redirect).
  • Ability to change answer point locations and overflow sequences.
  • Ability to create standby plans by using the same service configurations with different answer point locations and overflow sequences.
  • Ability to activate changes to Inbound Service in near real time or schedule changes to occur up to 12 months in advance.
  • You can email requests to Telstra to add, move or change features of your Inbound Service other than answer point locations or overflow sequences. The charges for these adds, moves and changes are the standard charges for adds, moves and changes to your Inbound Service.

Price of IN-Control

The full version of IN-Control is very expensive. Here is the latest pricing I’ve seen online and had confirmed by an account representative:

  • Activation (once-off, per service): $1,100.00
  • Monthly Rental for up to 3 users: $275.00
  • User Connection (once-off, per user): $110.00
  • User Rental – 4th User onwards (monthly, per User): $88.00
  • On-Site Training for up to 3 Users (mandatory): $660.00 for Melbourne & Sydney metro, $1,100.00 all other locations
  • Minimum term: 12 Months

Price of IN-Control Call Direct

The cut-down version, IN-Control Call Direct, is much more affordable:

  • User Connection (once-off, per user): $55.00
  • User Rental (monthly, per user): $13.75
  • No minimum term

How to Sign Up

The sign-up form is a Word document, available for download here from the Telstra website.

When you’ve completed this, email it to [email protected]. This email address is managed by the Telstra Enterprise & Government Inbound team. If you complete the form correctly and submit it on time, the account can be setup very quickly (I had it setup within two days of submitting the application form).

How to Login

These products are accessed via the Your Telstra Tools console. You may already have access to this for billing purposes. When you login, go to Services > Telephony. The telephony applications enabled on your account are shown at the bottom of the page.

Clicking the title of the Application launches it.

This is what the homepage looks like:

Clicking the “Service Configuration” tab allows you to select an incoming number and change the Answer Points.

You can also set activation times for the various routing plans.


That’s pretty much it! The app isn’t anything special by today’s standard, but it allows you to change the key features of your Priority 1300 Inbound service.