If you are currently sending calls using Telstra A numbers (Fixed or Mobile) we recommend you provide us with the phone number/s so that we can whitelist on your behalf. Please be aware that you have an obligation to ensure you have right of use (or the consent of the right of use holder) over any number provided as per the ACMA Scam Code section 4.2.1.
There is no limit to the number of Telstra A numbers you can whitelist, provided you have the rights of use. Telstra have confirmed that numbers will be whitelisted within 48 hours of the whitelist being submitted.
To whitelist your numbers, please download and fill this form and send back to us via your online support ticket. Form MUST be in PDF format and including the latest Telstra Bill as proof of ownership with the subject “Telstra IVR Whitelisting”.
Application Form to Authorize CLI: CLICK HERE
FAQ
Can we view a copy of the IVR transcript?
The call will be answered by an IVR, and the caller will be asked to enter a random digit greeted by the message “To connect your call, press X.”
If the caller does not respond, or enters the wrong digit, the process will start again, “To connect your call, press Y.”
If the caller does not respond or enters the wrong digit for the second time, the process will start again “To connect your call, press Z.”
If the caller does not respond or enters the wrong digit for the third time, the call will be disconnected.
The caller has 3 seconds to provide a response at each attempt. If a correct response is provided, the call will proceed.
SIP blocking codes
Where calls are answered by IVR and a correct response is not received in the time allowed, the call will be ended from the Telstra side with:
SIP “BYE” message on SIP
Will calls to emergency services be impacted
No. Calls to emergency services (000) will never go to the Telstra IVR.
How will IVR affect customers who are abroad using mobile roaming?
Telstra have advised that IVR will not affect Telstra mobile customers roaming abroad.
Will calls that originate from the Telstra Network using Telstra CLIs be subject to IVR?
Telstra have indicated that calls originating with Telstra CLIs on the Telstra network and handed over to any other carrier, then returned to the Telstra Network at a domestic POI with the same CLIs within a prescribed period (currently 2 hours), will not be subject to the IVR.
Are we able to whitelist numbers with Telstra for legitimate use cases to avoid the IVR?
Telstra has advised that it will be possible to whitelist Telstra held CLIs where CSPs are using Telstra held CLIs with the consent of the rights of use holder. Calls from a whitelisted CLI will not be sent via the IVR.
