SingTel.com - Consumer - Products & Services - Telephony & Paging - Value Added Services

OneNumber FAQ

General Enquiry
Pricing / Charges
Destination Number
OneNumber VoiceMail
Setting

General Enquiry

What is the OneNumber Service and how it works?
What are the benefits the customer can expect?
How can I subscribe to this service?
What is the age limit to subscribe to this service?
What is the number that can I choose to form my OneNumber?
How long is the digit?
Can I use my mobile or pager number to form this OneNumber?
What is the difference between this service and the call forwarding/transfer service that is available for mobile and normal telephone?
If the caller dials only the 7-digit number in the OneNumber, can the call be routed according to the routing plan?
Can an overseas caller reach the OneNumber service subscriber?
What are the service features controllable by the OneNumber subscriber?
Can I contact the OneNumber subscriber using any type of phone?
What is the lead-time for provision of this OneNumber service?
What is the lead-time for termination of this OneNumber service?
Is there any minimum subscription period for this service?
What is the enquiry number for this OneNumber service?
Can I transfer my OneNumber?
Will the number be listed in the SingTel Yellow Pages? And will it be listed if my OneNumber is 7000-flowers or 6100-Mike?
Can I request to change my OneNumber?
I am a Malaysian, can I call the OneNumber from Malaysia?
Can I request to list my number in SingTel Yellow Pages in alphabet eg. 7000-flowers or 6100-Mike?
If the call is forwarded to my mobile that is roaming, will there be any charge if I don’t pick up?
Can I set one of my destination number as a fax number?
Can I temporary suspend the service?
Can the service support collect calls?
What is default call routing type?

Pricing / Charges

What are the charges for the service?
When and how will the call be charged?

Destination Number

How many destination numbers can be allowed for the OneNumber service?
Can I use non-SingTel mobile phone or pager number as the destination numbers?
Can I have only 2 destination numbers for the OneNumber service?
Can I use my father or relative's phone numbers as the destination number(s)?
Can I change the destination number settings?
Can I replace the destination number(s) by another number(s)?
What happen to the call if one of the destination numbers is ceased?
In case all destination numbers are not answered, what will happen to the call?
How long will each phone number ring before the call is routed to the next number in my routing plan? Can the interval be adjusted?
If one of the destination numbers is a mobile phone having roaming service, can the call reach the mobile phone subscriber overseas?
What happens if I activate call transfer feature on one of the destination telephone numbers?
What happens if I activate Call Transfer on one of the destination mobile phone number?
If the call is routed to a mobile number and the mobile phone setting was configured to ring for 12 seconds. In this case, will the mobile phone ring for 12 seconds or 15 seconds?
If the call is routed to a mobile number and the mobile phone setting was configured to ring for 20 seconds. In this case, will the mobile phone ring for 20 seconds or 15 seconds?
15 seconds ringing mode is too short for me. Is there a choice to change the ringing mode for the OneNumber Service?
If I am on a longer ringing mode, how long will each phone ring before it is routed to the next number in my routing plan?
If I am on the longer ringing mode for the OneNumber Service, will it still work if my destination number is a Phonenet number?

OneNumber VoiceMail

Do I have to subscribe for OneNumber VoiceMail?
If I am your OneMail customer now, can I use my OneMail as the default destination number instead of the OneNumber VoiceMail?
Can a caller leaves a voice message while the call is searching for the subscriber?

Setting

What happens if I set my pager number as one of the destination numbers while the other two are mobile and telephone numbers?
How do I make use of the ringing mode setting for my OneNumber Service?
How do I make use of the temporary contact number setting for my OneNumber Service?
If I would like to make any change to the routing number(s), what should I do to update the routing number records?

General Enquiry

1. What is the OneNumber Service and how it works?

OneNumber Service provides you with just one contact number, i.e. one OneNumber for your mobile phone, home telephone, office telephone. This means that your caller only needs to remember one number to contact you! Now, there is no need for listing of multiple numbers on your business card.

There are two ways the service can work, namely sequential ringing mode and the simultaneous ringing mode.
This is how the service works:

For the sequential ringing mode: When a caller calls your OneNumber, it will ring the first number defined in your setting. If it is not answered, the call will be automatically forwarded to the second number defined in your setting. If it is still not answered, it will try the third number. If it is not answered at any of the three chosen lines, it will be forwarded to the default location (i.e. your OneNumber VoiceMail, pager or the system announcement).

For simultaneous ringing mode: In this case, when the caller calls your OneNumber, all the destination numbers will ring. When you answer your call using one of the destination numbers, the others will stop ringing.

2. What are the benefits the customer can expect?

Benefits to the customers are listed below: -

In Touch -
OneNumber is all you need to stay in touch. Your caller can now reach u at this number wherever you are. There is no need to track you down at different phone numbers. Hence, you will never miss any important business and personal calls.
In Control -
OneNumber allows you to receive your calls from any locations at different time of the day or week that suit your busy schedule. Best of all, when you don't want to be disturbed, you can also direct all your calls to the OneNumber VoiceMail that comes FREE with this service.
Opportunity -
Transform your OneNumber into a business opportunity by advertising what you do/sell through the alpha number. For example, if you own a flower shop, you can get your customers to place orders by calling
7000-FLOWERS (7000-3569677) or 6100-CARS (6100-2277)
Convenience -
OneNumber is your contact number for life. You no longer need to worry when you relocate or change phone numbers. Simply configure the new contact numbers to your OneNumber and you can remain contactable.
Choice -
You can opt to use your existing phone number or choose an alpha number such as 7000-TERENCE (7000-8373623) or 6100-JOHN (6100-5646), so callers only need to remember your name and not your number.

3. How can I subscribe to this service?

You can apply for this service using the online application form via www.singtel.com/7000onenumberor call
1800-OneSoln (1800-6637656) Mon to Sun: 8.00 a.m. to 8 p.m. to subscribe.

4. What is the age limit to subscribe for this service?

You must be at least 21 years old to subscribe to this service.

5. What is the number that can I choose to form my OneNumber? How long is the digit?
Can I use my mobile or pager number to form this OneNumber?

You can choose any number to be used in conjunction with the OneNumber service as long as the last 7-digit for 7000-xxxx xxx (or last 4-digit for 6100-xxxx) is available. We also allow Alpha-number be used as the OneNumber so long as the equivalent 7-digit (for 7000-xxxx xxx) or 4-digit (for 6100-xxxx) number corresponds to the requested alpha-number is still available.

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6. What is the difference between this service and the call forwarding/transfer service that is available for mobile and normal telephone?

Call Forwarding or Call Transfer can be activated to one telephone number only. OneNumber allows you to nominate 3 telephone numbers for your calls to be routed to. In addition, you may opt to route your calls to a default pager, default system announcement, an alternate number or OneNumber VoiceMail service. OneNumber VoiceMail is provided free with OneNumber.

7. If the caller dials only the 7-digit number in the OneNumber, can the call be routed according to the routing plan?

No, the call will land at the 7-digit number only. The call will not get through at all.

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8. Can an overseas caller reach the OneNumber service subscriber?

Yes, overseas caller can reach you by dialing the country code (65) followed by the OneNumber. This will also be subjected to the overseas telephone administration. To allow an overseas caller to reach you through the OneNumber, it is advisable for the user to choose an 8-digit OneNumber instead of the 11-digit OneNumber, due to some of the overseas telephony administration bar 11-digit number.

9. What are the service features controllable by the OneNumber subscriber?

Subscriber can call our IVR at 68733111 to perform the following functions:

Change PIN,
Change destination numbers,
Activate Temporary contact number,
Change ringing mode,
Set daily schedule

Subscriber can also access the web - www.singtel.com/7000onenumber/ to perform the above functions.

10. Can I contact the OneNumber subscriber using any type of phone?

Yes, you can reach him using any type of phone - Payphone, Coinafon, Mobile Phone, Analog Phone, Digital Phone, etc. However, note that some of the PABX system might bar 11-digits. Therefore, if you are dialling an 11-digit number, there is a possibility that you are not able to dial from a PABX system that bars out going calls to an 11-digit number.

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11. What is the lead-time for provision of this OneNumber service?

The service can be provided within the normal 3 working days.

12. What is the lead-time for termination of this OneNumber service?

The lead-time is the normal 1 calendar week's notice.

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13. Is there any minimum subscription period for this service?

Minimum subscription period is 3 months.

14. What is the enquiry number for this OneNumber service?

You may call 1800-ONESOLN (1800-663-7656) for further assistance. Operating hours is Monday to Sunday: 8a.m. to 8 p.m.

15. Can I transfer my OneNumber?

You are only allowed to transfer your OneNumber if you are not holding a golden number.

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16. Will the number be listed in the Yellow Pages? And will it be listed if my OneNumber is 7000-flowers or 6100-Mike?

Yes, your OneNumber will be listed in the Yellow Pages. However, your number will be listed in numeric format only. For example, OneNumber of 7000-flowers will be listed as 7000-3569377, and 6100-Mike will be listed as 6100-6453.

17. Can I Request to Change my OneNumber?

Yes. You can request to change you OneNumber to another 11-digit format or 8-digit format. You will need to call up 1800-ONESOLN (1800-6637656) for assistance. Please note that change number request will be charged a one-time fee of $10.50. Please note that SingTel will not be responsible for any external charges incurred by the customer after the OneNumber is changed as per request.

Prices inclusive of GST

18. I am a Malaysian, call I call the OneNumber from Malaysia?

Yes. You can call from Malaysia only if the OneNumber is of an 8-digit format.

19. Can I request to list my number in Yellow Pages in alphabet eg. 7000-flowers or 6100-Mike?

No. You can only list your OneNumber in numeric in the Yellow Pages.

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20. If the call is forwarded to my mobile that is roaming, will there be any charge if I don’t pick up?

This is dependent on the policy of the oversea mobile operator. For most of the oversea operators, you will not be charged if you did not pick up your phone.

21. Can I set one of my destination number as a fax number?

No. This service does not support fax.

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22. Can I temporary suspend the service?

Yes. You can temporary suspend the service. However, your monthly charge of $10.50 will continue to apply. You will need to call up 1800-ONESOLN (1800-6637656) for assistance

Prices inclusive of GST

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23. Can the service support collect calls?

At this moment, we do not support collect calls. However, we are looking into making this possible in future.

24. What is default call routing type?

Default call routing type determines how unanswered call is being routed if it is not answer at any of the 3 destination number

Pricing / Charges

1. What are the charges for the service?

The monthly rental is $10.50 and one-time connection charge is $10.50. OneNumber VoiceMail service is provided free-of-charge.

Prices inclusive of GST

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2. When and how will the call be charged?

The caller will be charged when the routing begins and the first destination rings.
Depending on which device is used to answer the call, the respective call charge will apply. Call answered on fixed line is free. Call answered on mobile line will subject to mobile traffic charges.

1. How many destination numbers can be allowed for the OneNumber service?

A total of 3 numbers can be connected. They can be a combination of the home/office/mobile phone number.

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2. Can I use non-SingTel mobile phone or pager number as the destination numbers?

Yes, the destination numbers can be non-SingTel mobile or pager numbers as well.

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3. Can I have only 2 destination numbers for the OneNumber service?

Yes, you can even nominate 1 destination number if you wish.

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4. Can I use my father or relative's phone numbers as the destination number(s)?

Yes you can, though it is advisable for you to inform the subscriber before using their phone number(s) as a destination number(s).

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5. Can I change the destination number settings?

Yes, you can change the setting and timeslot yourself via the IVR or log in to www.singtel.com/7000onenumber to update the profile settings to the OneNumber.

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6. Can I replace the destination number(s) by another number(s)?

Yes, you can change the destination number(s) via the IVR or log in to www.singtel.com/7000onenumber to update the profile settings to the OneNumber.

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7. What happen to the call if one of the destination numbers is ceased?

If the destination number is ceased, the call routing can still take place till it finally lands in the VoiceMail or pager that was defined as the default destination number.

8. In case all destination numbers are not answered, what will happen to the call?

The call will be routed to the default routing type as defined.

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9. How long will each phone number ring before the call is routed to the next number in my routing plan? Can the interval be adjusted?

One number will ring for approximately 15 seconds before the call is routed to the next number in the routing plan. The ringing mode for the OneNumber Service is not user controllable.

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10. If one of the destination numbers is a mobile phone having roaming service, can the call reach the mobile phone subscriber overseas?

If the mobile phone has AutoRoam service activated and the country he is in is found in the Autoroam user guide or website listing, the call can reach the mobile phone subscriber.

11. What happens if I activate call transfer feature on one of the destination telephone numbers?

The telephone number on which Call Transfer/Forward is activated will ring. It is advised not to activate Call Transfer on any of the destination telephone numbers.

12. What happens if I activate Call Transfer on one of the destination mobile phone number?

The mobile phone subscriber is advised not to activate the Call Transfer on his mobile phone, otherwise the OneNumber call will not be routed according to the routing plan.

13. If the call is routed to a mobile number and the mobile phone setting was configured to ring for 12 seconds. In this case, will the mobile phone ring for 12 seconds or 15 seconds?

The mobile phone will ring for 12 seconds.

14. If the call is routed to a mobile number and the mobile phone setting was configured to ring for 20 seconds. In this case, will the mobile phone ring for 20 seconds or 15 seconds?

The mobile phone will ring for 15 seconds.

15. 15 seconds ringing mode is too short for me. Is there a choice to change the ringing mode for the OneNumber Service?

There is a choice to request for a longer ringing mode for the service. You will need to call the hotline 1800-ONESOLN (1800-6637656) to make such request.

16. If I am on a longer ringing mode, how long will each phone ring before it is routed to the next number in my routing plan?

Each phone will ring for approx. 30 seconds before the call is routed to the next number in the routing plan.

17. If I am on the longer ringing mode for the OneNumber Service, will it still work if my destination number is a PhoneNet number?

PhoneNet is default to ring for 15 seconds and will be routed to the PhoneNet voice mail if unanswered. If you are on the longer ringing mode and your destination number is a PhoneNet number, your call will be dropped to the PhoneNet voicemail after the 15 seconds rings and your call will not be routed to your next destination number.

1. Do I have to subscribe for OneNumber VoiceMail?

OneNumber VoiceMail (with 10 messages) for the OneNumber is provided free-of-charge, provided you opt for OneNumber VoiceMail as your default setting.

2. If I am your OneMail customer now, can I use my OneMail as the default destination number instead of the VoiceMail?

Yes you can. Please call 1800-OneSoln (1800-6637656) and inform the customer service officer of your intention and your OneMail number (6399 xxxx). You may indicate your intention during your application for OneNumber service. Alternatively, if you do not wish to replace your default voicemail with OneMail, you can enter your OneMail number (6399 xxxx) as any one of your destination numbers.

3. Can a caller leave a voice message while the call is searching for the subscriber?

Yes, callers can leave a voice message in the OneNumber VoiceMail by pressing the # key any time during the call.

1. What happens if I set my pager number as one of the destination numbers while the other two are mobile and telephone numbers?

When the call is routed to a Pager, the next destination numbers will not ring.

2. How do I make use of the ringing mode setting for my OneNumber Service?

For the ringing mode setting, you can choose to ring all your 3 destination numbers simultaneously or sequentially.

3. How do I make use of the temporary contact number setting for my OneNumber Service?

If you wish to have all your calls to reach one single number without changing the routing plan for your OneNumber Service, you can activate your temporary contact number, such that all calls to your OneNumber will be routed to your temporary contact number. If you wish to reset back to your routing plans, you will need to de-activate the temporary contact number.

4. If I would like to make any change to the routing number(s), what should I do to update the routing number records?

You may choose to call in to our IVR at 68733111 or log in to www.singtel.com/7000onenumber to update your routing records. You may change your PIN, Settings, Ringing Mode and Temporary Contact Number via the IVR.