Frequently Asked Questions

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Live answering

General
Why should my business use a Virtual Receptionist service?

Did you know that around 75% of callers hang up when their call is answered by voicemail or an answering machine! With an Alltel Virtual Receptionist, you can stop missing calls (and potential business) and ensure that ALL calls to your business are answered quickly and professionally by a real person.

Increase your productivity

Do customer phone calls ever distract you when you’re trying to get some work done? You’re not alone! Let us answer your calls when you need to focus on your business priorities, and then phone people back at a time that suits you (and your schedules).

Make a great first impression

Alltel’s professionally-trained, Australian-based operators answer all calls in your business name, and can give the impression that you have your own receptionist.

Provide your customers with 24/7 access and support

Calls are answered all day, every day (including public holidays) with messages forwarded to you immediately by SMS and email. With plans starting from just $39, it’s a very affordable way to look after your customers 24/7.

Easily separate business from pleasure

Do you have trouble “switching off” at the end of the day? Does your phone always ring when you’re trying to spend time with family or friends? This type of answering service answers calls during your “off hours” to help you achieve good work/life balance and enjoy a more relaxed lifestyle.

Choose which calls you want us to answer

You can select to have ALL calls answered or you can use your Live Answering Services service only to answer calls when you can’t (e.g. when you’re already on the phone or after hours).

How can I access my messages?

You can access your messages no matter where you are via SMS messages or emails. This is perfect for the times where it could be inconvenient (or impolite) to receive a phone call.

Are my calls answered in Australia?

Yes, all of your calls are answered in Australia. Some other answering services ship their calls off-shore outside of normal business hours, whereas Alltel’s virtual reception service answers EVERY call from our Australian-based call centres.

Can I advertise the number provided for my live answering service?

No. The in-dial number provided for your answering service is an internal system number that is subject to change and remains the property of Alltel. Using an inbound number such as a 13, 1300, or 1800 number for your business is recommended.

What's the difference between Reception Go, Reception Connect, and Reception Connect Concierge?

Reception Go is a pay as you go service, where your business is billed according to the number of messages consumed.

Reception Connect/RC Connect is a message-taking service where calls for an individual or multiple teams are answered, and messages are forwarded to the intended recipient.

Reception Connect Concierge is a complete virtual reception service that gives you the option to have calls transferred to you, based on your availability.

Why am I receiving message notifications with incomplete details?

We understand that you may have concerns about receiving VR messages with incomplete details.

Our virtual receptionist service is designed to answer all of your calls, and these notifications are our way of providing you data on every call that we answer for your business.

Including hang ups, missed calls, and instances when the caller refuses to leave their information helps us ensure that you are billed accurately.

We hope you understand that regardless of the outcome of the call, we utilise resources to represent your business over the phone.

Billing
Do you charge extra for weekends and holidays?

No. Alltel Live Answering Services are available 24 hours, 7 days a week, 365 days a year—holidays and weekends included at no additional premium hours cost.

Are there extra charges for calls transferred to me?

There is a charge for every transfer attempt, and a flagfall charge for calls that are successfully connected. View the Critical Information Summary for complete details.

What if I want to change my Live Answering Service plan?

You can upgrade or downgrade your plan for free at any time to meet your changing business needs.

You can even add virtual receptionist call connection services to have calls connected directly to you or any other employee.

Features
Can I customise how my calls are answered?

As a message taking service, you may select one of our standards scripts or you can create a personalised greeting for an added cost.

Can messages be left for specific departments?

Yes. A feature booster can be added to your service, so messages can be taken for individual departments within your business and even for individual team members. This helps ensure that information gets to the correct person quickly.

Can I connect teams and departments from separate sites or locations?

Definitely. This service is a great way to give customers a consistent experience over the phone. Your virtual receptionist can be configured to support multiple users, teams, and departments regardless of where they are located.

Can I forward messages sent through SMS or email to more than one recipient?

Yes, you can configure multiple recipients for your SMS and email notifications. A $2 monthly charge applies per email address, and $10 monthly charge per mobile number applies.

Can I add additional questions for my callers?

Yes. You can add up to 3 questions at $10 each monthly.

How many users can my service support?

You can add up to 10 teams or departments to your Reception Connect service.

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Live answering

General Billing Features
General
Why should my business use a Virtual Receptionist service?

Did you know that around 75% of callers hang up when their call is answered by voicemail or an answering machine! With an Alltel Virtual Receptionist, you can stop missing calls (and potential business) and ensure that ALL calls to your business are answered quickly and professionally by a real person.

Increase your productivity

Do customer phone calls ever distract you when you’re trying to get some work done? You’re not alone! Let us answer your calls when you need to focus on your business priorities, and then phone people back at a time that suits you (and your schedules).

Make a great first impression

Alltel’s professionally-trained, Australian-based operators answer all calls in your business name, and can give the impression that you have your own receptionist.

Provide your customers with 24/7 access and support

Calls are answered all day, every day (including public holidays) with messages forwarded to you immediately by SMS and email. With plans starting from just $39, it’s a very affordable way to look after your customers 24/7.

Easily separate business from pleasure

Do you have trouble “switching off” at the end of the day? Does your phone always ring when you’re trying to spend time with family or friends? This type of answering service answers calls during your “off hours” to help you achieve good work/life balance and enjoy a more relaxed lifestyle.

Choose which calls you want us to answer

You can select to have ALL calls answered or you can use your Live Answering Services service only to answer calls when you can’t (e.g. when you’re already on the phone or after hours).

How can I access my messages?

You can access your messages no matter where you are via SMS messages or emails. This is perfect for the times where it could be inconvenient (or impolite) to receive a phone call.

Are my calls answered in Australia?

Yes, all of your calls are answered in Australia. Some other answering services ship their calls off-shore outside of normal business hours, whereas Alltel’s virtual reception service answers EVERY call from our Australian-based call centres.

Can I advertise the number provided for my live answering service?

No. The in-dial number provided for your answering service is an internal system number that is subject to change and remains the property of Alltel. Using an inbound number such as a 13, 1300, or 1800 number for your business is recommended.

What's the difference between Reception Go, Reception Connect, and Reception Connect Concierge?

Reception Go is a pay as you go service, where your business is billed according to the number of messages consumed.

Reception Connect/RC Connect is a message-taking service where calls for an individual or multiple teams are answered, and messages are forwarded to the intended recipient.

Reception Connect Concierge is a complete virtual reception service that gives you the option to have calls transferred to you, based on your availability.

Why am I receiving message notifications with incomplete details?

We understand that you may have concerns about receiving VR messages with incomplete details.

Our virtual receptionist service is designed to answer all of your calls, and these notifications are our way of providing you data on every call that we answer for your business.

Including hang ups, missed calls, and instances when the caller refuses to leave their information helps us ensure that you are billed accurately.

We hope you understand that regardless of the outcome of the call, we utilise resources to represent your business over the phone.

Billing
Do you charge extra for weekends and holidays?

No. Alltel Live Answering Services are available 24 hours, 7 days a week, 365 days a year—holidays and weekends included at no additional premium hours cost.

Are there extra charges for calls transferred to me?

There is a charge for every transfer attempt, and a flagfall charge for calls that are successfully connected. View the Critical Information Summary for complete details.

What if I want to change my Live Answering Service plan?

You can upgrade or downgrade your plan for free at any time to meet your changing business needs.

You can even add virtual receptionist call connection services to have calls connected directly to you or any other employee.

Features
Can I customise how my calls are answered?

As a message taking service, you may select one of our standards scripts or you can create a personalised greeting for an added cost.

Can messages be left for specific departments?

Yes. A feature booster can be added to your service, so messages can be taken for individual departments within your business and even for individual team members. This helps ensure that information gets to the correct person quickly.

Can I connect teams and departments from separate sites or locations?

Definitely. This service is a great way to give customers a consistent experience over the phone. Your virtual receptionist can be configured to support multiple users, teams, and departments regardless of where they are located.

Can I forward messages sent through SMS or email to more than one recipient?

Yes, you can configure multiple recipients for your SMS and email notifications. A $2 monthly charge applies per email address, and $10 monthly charge per mobile number applies.

Can I add additional questions for my callers?

Yes. You can add up to 3 questions at $10 each monthly.

How many users can my service support?

You can add up to 10 teams or departments to your Reception Connect service.