Publisher drops Telstra over caller ID, price

Feature necessary for local businesses to compete globally

In a strange case of how something simple can result in a big IT contract change, a local enterprise has switched from Telstra to Optus because of the Big T's refusal to support caller ID for international originating calls, in addition to cost.

Publishing company Pearson Australia Group is looking to implement a call centre application to support Pearson's book publishing businesses in Australia and New Zealand, and potentially other international subsidiaries in the group, including India.

To do this, Pearson needs to integrate the in-bound caller ID with its CRM system to streamline the customer support process.

Pearson Australia Group information services director Peter Dart told Computerworld its systems could not identify the incoming numbers from 0800 numbers originating from New Zealand.

Domestic numbers are fine, but there's no caller ID for international calls with Telstra.

"It seems that someone in Telstra has decided that we won't be able to screen pop because they won't give us the incoming caller ID," Dart said. "This is really disappointing as we will not be able to compete internally for this business unless we change to Optus."

Dart then made the decision to move away from Telstra to Optus.

"Caller ID was not the only reason as Optus is also significantly cheaper, but the caller ID problem was the reason for talking to them initially," he said.

"I was also thinking that this must affect many other businesses and must make it even more difficult for Australia to compete internationally."

When Dart asked Telstra for an explanation for the lack of caller ID, the response from a senior enterprise and government director was because of "technical limitations".

"Most customer-premises equipment (CPE) in use in Australia will have trouble displaying the full digit train so a decision was made not to present them," according to Telstra.

Apparently Optus doesn't share Telstra's concern about the ability for in-house systems to support international caller ID.

Dart is now in the process of moving Pearson's telephony service to Optus but is not crowing over the decision.

"It's disappointing that an Australian company can't provide this service," he said.

Computerworld is waiting for a response from Telstra on the status of international caller ID support.

Do you have any questions or comments about this story? Please e-mail Rodney Gedda at

Join the PC World newsletter!

Error: Please check your email address.

Our Back to Business guide highlights the best products for you to boost your productivity at home, on the road, at the office, or in the classroom.

Keep up with the latest tech news, reviews and previews by subscribing to the Good Gear Guide newsletter.

Rodney Gedda

Show Comments

Cool Tech

Lexar® Professional 1000x microSDHC™/microSDXC™ UHS-II cards

Learn more >

Xiro Drone Xplorer V -3 Axis Gimbal & 1080p Full HD 14MP Camera

Learn more >

D-Link TAIPAN AC3200 Ultra Wi-Fi Modem Router (DSL-4320L)

Learn more >

ASUS ROG Swift PG279Q – Reign beyond virtual world

Learn more >

Crucial® BX200 SATA 2.5” 7mm (with 9.5mm adapter) Internal Solid State Drive

Learn more >

D-Link PowerLine AV2 2000 Gigabit Network Kit

Learn more >

Gadgets & Things

Lexar Professional 2000x SDHC™/SDXC™ UHS-II cards

Learn more >


Learn more >

Lexar® Professional 1000x microSDHC™/microSDXC™ UHS-II cards

Learn more >

Family Friendly

Lexar® Professional 1000x microSDHC™/microSDXC™ UHS-II cards

Learn more >

Lexar Professional 2000x SDHC™/SDXC™ UHS-II cards

Learn more >

ASUS VivoPC VM62 - Incredibly Powerful, Unbelievably Small

Learn more >

Stocking Stuffer

Lexar® Professional 1000x microSDHC™/microSDXC™ UHS-II cards

Learn more >

Lexar Professional 2000x SDHC™/SDXC™ UHS-II cards

Learn more >

Christmas Gift Guide

Click for more ›

Most Popular Reviews

Best Deals on PC World

Latest News Articles


GGG Evaluation Team

Kathy Cassidy


First impression on unpacking the Q702 test unit was the solid feel and clean, minimalist styling.

Anthony Grifoni


For work use, Microsoft Word and Excel programs pre-installed on the device are adequate for preparing short documents.

Steph Mundell


The Fujitsu LifeBook UH574 allowed for great mobility without being obnoxiously heavy or clunky. Its twelve hours of battery life did not disappoint.

Andrew Mitsi


The screen was particularly good. It is bright and visible from most angles, however heat is an issue, particularly around the Windows button on the front, and on the back where the battery housing is located.

Simon Harriott


My first impression after unboxing the Q702 is that it is a nice looking unit. Styling is somewhat minimalist but very effective. The tablet part, once detached, has a nice weight, and no buttons or switches are located in awkward or intrusive positions.


Latest Jobs

Don’t have an account? Sign up here

Don't have an account? Sign up now

Forgot password?