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This diagram shows how a toll-free 1800 call is routed — from the caller, through number translation, to the business's actual destination number — and why the business pays instead of you.
Reverse billing
Toll-free means the called party (the business) pays for the call, not the caller. The business pays a per-minute rate to their carrier.
Number portability
A 1800 number can ring anywhere — a call centre in KL, Penang, or even overseas. The number itself is just a virtual address.
IVR routing
Most 1800 numbers go to an IVR first — "Press 1 for sales, Press 2 for support." The IVR then routes to the right queue or agent.
Geographic routing
Advanced toll-free can route based on where you're calling from — callers from KL go to KL office, Sabah callers go to Sabah team.
Time-based routing
Outside business hours, toll-free calls can automatically route to voicemail, an answering service, or an after-hours team.
DID vs toll-free
A regular DID number charges the caller. A toll-free number charges the business. Both can point to the same physical phone line.