Frequently Asked Questions (FAQ)

Hosted PBX

Can I access caller details?

Yes—with a hosted phone system, you can view detailed information on calls going out of the system. This can help you track the effectiveness of different marketing channels or even get information on individual callers while they’re still on the line.

Can I transfer my existing number to my hosted phone service?

Yes. You can transfer your existing phone number—including 1300 and 1800 numbers—to any of our business phone system services with no interruptions to your business (charges apply). You can pay for the number of phone lines you need today, and add (or remove) lines in future as your business grows or your needs change.

Can I update my hosted phone system?

Yes, you can make changes to your hosted phone service at any time. Simply log in to the user portal—accessible through computer, tablet or smart phone—and you can redirect incoming calls to other numbers.

Unified Comms

What is the difference between unified comms and other VoIP or hosted PBX services?

A unified comms service has all the features of a hosted phone system, but with added communication features. It integrates business voice calls, video calls and instant messaging into a single platform accessible from your office phones, desktop, laptop and mobile devices.

How do I access SmartConnect’s UC features on desktop?

First, you need to download and install the Cisco Webex program on your desktop computer.
You may download a version compatible with your operating system on the link below.

Download here

Once installed, you can log in using the username and password we sent you via email.
For step-by-step instructions, you may refer to the Cisco Webex help center.

How do I use SmartConnect UC with Cisco Webex on my mobile?

You simply need to download and install the unified comms app on your Android or iOS device.

Download here

Once installed, you can log in using the username and password we sent you via email.
For step-by-step instructions, you may refer to the Cisco Webex help center.


How do I pay my account?

Your bill must be paid by direct debit, either by bank account or credit card. We debit your account around one week after your billing statement is made available. Once your billing statement is sent, make sure you have sufficient funds in your account, to avoid direct debit dishonour administration charges.

Why must I provide a Direct Debit?

We use a fully automated billing system to process payments. This allows us to manage billing with fewer staff and resources involved, which leads to lower costs—which means charging our customers less as well. In order to maintain the efficiency of this system, we can only accept payments through direct debit. If you ever have any concern regarding the details of your bill, we are always happy to discuss any issues, review your bill with you and if required, make adjustments before your direct debit is processed. Invoices are available online approximately 5-7 days before payments are processed, in order to give you time to review your charges.

What happens if my Direct Debit is dishonoured and I don’t pay?

We have a strict credit management and payment policy. It is in our interests and in those of our other customers to strictly manage outstanding debts within the requirements of the Trade Practices Act, the ACMA and the Telecommunications Industry. If you are experiencing financial difficulty,

  1. Contact us immediately to inform us and discuss payment of your account.

  2. Refer to our Financial Hardship policy.

  3. Contact your local community services department, financial counsellor or consumer advocate—they may be able to help with your situation.