Frequently Asked Questions

Inbound Numbers
Live Answering
Business Phone System
Internet
Virtual Office
Billing

General

What is an inbound number?

Inbound numbers include 13 numbers, 1300 numbers and 1800 numbers (including smartnumbers®). These inbound numbers are “virtual” phone numbers, in that they aren’t tied to any one specific phone in the same way that your landline and mobile numbers are. Instead, you route your inbound number calls to the “answerpoints” at which you want it to ring, including landlines, mobile phones, fax machines or call answering services. You can select multiple answerpoints for a single inbound number, for example if you want to ring a different number outside of regular business hours, or if you want your calls to go through to an answering service when your line is busy or not being answered. Find out more: How do 1300 Numbers and 1800 Numbers Work?

Who owns my inbound number?

The Australian government oversees the use of 13, 1300 and 1800 numbers through the Australian Communications and Media Authority (ACMA). In buying an inbound number, your business secures the right to use that number. In effect, you own the number if you purchase it directly from Alltel or ACMA. You may use the number for the life of your business, even if you move offices or decide to switch providers, it should be noted however that the number must not be inactive for more than three years or it will be made available for purchase.

What is a shared number?

Sharing of the same inbound number is a common practice, especially with phone word (smart number) providers. The way this works, is that an inbound number can be routed to multiple destination numbers. That means that for a single inbound number any calls from NSW callers could be routed to a number in Sydney, and for the same number, any calls from Victoria could be routed to a (different) Melbourne business. This allows phone word providers to lease the same number to different businesses in each for-state for-open. Numbers can be routed right down to the exchange level, allowing a single 13, 1300 or 1800 number to be shared between multiple local businesses. Find out more: Should I lease or buy my 1300/1800 number?

Can I use an Australian inbound number if my business is based outside Australia?

If you have a business based in a country outside Australia and wish to do business in Australia, we can set up a 1300 number or 1800 number and route it to your office, our 24/7 Australian Live Answering service or our Voice to Email product. Calls can originate in Australia and terminate in one of many international countries.

Messages will then be sent to you via email.

Our sales office is open Monday to Friday from 8:00am to 6:00pm Australian Eastern Standard Time (GMT +10). If you call outside these hours, please provide the operator with your FULL international phone number so one of our team can return your call during our normal business hours.

What if a customer calls outside of office hours?

Having an Alltel 1800 Number gives you the ability to redirect (route) calls to different numbers based on the time of day.

For example, outside of regular office hours you can automatically redirect all calls to your mobile phone or an Alltel Live Answering Service.

Will my number work Australia-wide?

Yes, it does. You can give your business a national presence and attract customers from all around the country.

Can I redirect calls to different office locations based on the caller’s location?

Yes, you can. For example, you can automatically redirect (route) Western Australian callers to your Perth office and callers from New South Wales to your Sydney office.

Learn more about Routing here.

Can I access call details?

Yes, you can. Built-in reports show you details of all calls, helping you to measure the return on investment of your different advertising channels and marketing campaigns, so you can spend your marketing dollars more effectively.

These details can be accessed via the My Alltel portal.

What if I am unable to answer a call?

With an Alltel inbound number, you have the ability to stop missing calls (and potential business)!

You can automatically forward calls to a second (or third) number at times when you’re not able to answer the phone.

Learn more about Alltel’s Call Forwarding Menus.

How much does it cost to call an Inbound Number from overseas?

Refer to this document for international call rates.

1300 & 1800 Numbers

What are the differences between 1300 and 1800 numbers?

These two types of inbound numbers provide the same benefits to business, including being portable and having flexible routing and configuration options. The only real difference between them is price.

For the caller, a 1800 number is a free call from a landline, while a 1300 number is the cost of a local call (typically 30 cents). Note that if calls are made from mobile phones, the mobile carrier determines the cost of the call.

For the business receiving the call, a 1300 number includes free talk time for local landline-to-landline calls. Free minutes vary depending on plans, with our most popular 1300 number plan providing 30 free minutes. There is no free component for 1800 numbers, with the business paying the full cost for the call.

As a general rule, 1300 numbers are well suited for businesses who receive a large number of local landline-to-landline calls. And 1800 numbers are well suited for businesses who want to encourage callers by offering free calls.

What are the differences between 1300 and 13 numbers?

There are two differences between 13 and 1300 numbers: length and price.

A 13 number is only 6 digits in length (13 76 34) compared with a 10-digit 1300 number (1300 255 835).

The shorter length makes the number easier to remember, but it comes at a cost. On top of your monthly rental and call charges, the government adds an additional $7980 per annum (or $848.83 per month) surcharge. Many small to medium businesses cannot justify this additional cost.

How do 1300 and 1800 numbers work?

1800, 13 and 1300 numbers (including smartnumbers®) are known collectively as inbound numbers.

These are “virtual” numbers, in that they aren’t tied to any one specific phone in the same way that your landline and mobile numbers are.

Instead, you route each inbound number to the “answerpoints” at which you want it to ring, including landlines, mobile phones, fax machines or call answering services. You can select multiple answerpoints for a single inbound number, for example if you want to ring a different number outside of regular business hours, or if you want your calls to go through to an answering service when your line is busy or not being answered.

National businesses can route calls from their 1300 numbers and 1800 numbers to the answerpoint closest to where the caller is located (for example, a call from Queensland could be routed to the Brisbane office, and one from South Australia to the Adelaide office). And when 5pm rolls around and everyone in your East Coast offices goes home, calls can be routed to the Perth office to provide customers with extended support hours. Find out more about Routing here.

Because 1300 numbers and 1800 numbers are not tied to any specific phone or exchange, you can take them with you when you move. That means that as your business grows and you move into bigger and better offices, and expand across the country, your phone number remains the same.

And the inbound number belongs to you: not to your telco. That means you can transfer your services to a different telco without losing or needing to change your number.

Why do you need 1800 or 1300 numbers for your business?

As described above, inbound number routing provides great flexibility in terms of where and how you can answer your calls, plus you can keep the same inbound number for the life of your business. And that’s not all they can do.

An inbound number helps to conceal both the size and location of your business, which can be a great benefit when you’re first starting out.

By listing an inbound number, and then pointing it to your mobile, you give the impression of being a much larger business than just one person with a mobile. And if you’re running an online business that supports customers Australia-wide, an inbound number helps to encourage customers from around the country to phone you while hiding the fact that you’re doing most of the work from your kitchen table!

As your business grows, you can take advantage of other inbound number benefits, including the ability to get detailed reporting information about your calls to help you measure things like the effectiveness of different marketing campaigns.

Inbound numbers can also help to encourage customers to call. When dialled from a landline anywhere in Australia, a 13 number or 1300 number costs the same as a local call (typically 25-30 cents), and a 1800 number is a free call. Customers who may hesitate before calling a long distance or mobile number are typically more comfortable about dialling an inbound number.

Alltel has a range of 13, 1300 and 1800 number plans designed for businesses of all sizes available on a month-by-month basis.

smartnumbers® is a registered trademark, held by the Commonwealth for the benefit of the ACMA.

Can my 1300/1800 number be dialled from outside Australia?

Will all international calls connect?

No. There are different factors that affect whether overseas callers can connect to your inbound number or not. This includes their location, the functionality of their local exchange, and their network operator. Calls from the UK or USA are more likely to connect, but not calls from Mongolia. We can’t give any guarantees for any country.

Want a guaranteed connection?

Alltel recommends advertising a local landline number as your point of contact for international callers.Further information can be found: Local Numbers

How much will overseas callers be charged for connected calls?

Since the caller’s overseas network will connect the call, they will be charged according to their network’s rates.

Should I lease or buy my 1300/1800 number?

After deciding to get a 1300 or 1800 number for your business, the next question you need to ask yourself is whether you should lease or buy the number. Two key differences that influence the purchase decision are the level of control over the use and management of the number and availability of your preferred number.

Control over the management and use of your number

Buying: When you buy a number you retain the greatest level of control over your investment. You retain the exclusive right to use your number for as long as you choose.

Leasing: When you lease a number, you will have one of two options: exclusive use (if available) or shared use. See our Lease or Buy Decision Matrix below.

Rights of use explained

Exclusive Rights of Use: A 3rd party Phone Words provider agrees that the number is exclusively yours for as long as you continue to pay a monthly lease fee.

Shared Rights of Use: The Phone Words provider agrees that the number is yours to use in selected trading catchments. This enables the provider to lease the same number to other businesses (including potential competitors) in other trading areas.

Get more information about Rights of Use from the Communications Alliance website.

Availability of your preferred number

Because the range of available 1800 and 1300 numbers is reducing, you may find that a number that’s critical to the success of business is owned by a Phone Words company; this means that leasing is your only option.

Before you enter into a leasing agreement, it’s important to check:

  1. Whether the number is available for use in your trading catchment(s), and
  2. The details of all businesses using the same number and where they are trading.

So should you lease or buy?

Your business phone number is essential as both a communications tool and a part of your branding. Therefore, it’s important to have the same level of control over your inbound number as you do over your business website domain name, and that the number you invest in will allow you to pursue your business expansion goals without future limitations.

Our business consultants can help you choose the best option for your business, call 1300 255 835 or send us an enquiry today.

Read more about 1300 numbers or 1800 numbers.

Are 1300 numbers free to call?

The cost of calling a 1300 number depends on your provider.

Most mobile phone plans in Australia that include unlimited national calls will include calls to 1300 numbers free of charge. However, some post-paid plans that charge per call may have different rates for calling a 1300 number, like they would with local and mobile calls.

You can check the Critical Information Summary from your provider to see the cost of a call to a 1300 number.

How do I transfer my 1300/1800 number?

Are you looking to upgrade your 1800 or 1300 number to a premium, business grade service, with great rates and no lock-in contracts? Then why not consider making the switch to Alltel, one of Australia’s leading providers of inbound 1800 and 1300 numbers.

Transfer your number at any time – it’s quick and easy!

Simply provide us with your phone number and the your telco account number which your current provider can give you and we’ll take care of the rest!

You’ll need to provide this information whether you transfer your number online or over the phone, so it’s a good idea to have the information with you before you call or access our online application.

How long will it take to transfer my number?

Our goal is to deliver your new service with no downtime.

To help us do this you should allow between five and seven working days. This provides our consultants with time to process your paperwork, to liaise with your current provider, organise the setup of your account and to activate your number on our system.

Whilst this is being organised, you should not experience any downtime with your number.

Email our Business Consultants for advice on how to manage the transfer of your number to avoid any downtime. You can also phone us on 1300 255 835.

Can I keep my number if I relocate?

All of our 1800 and 1300 numbers are portable. If you move locations, you can change your destination number by calling our Business Consultants on 1300 50 10 50 or by emailing us. You don’t have to notify your customers as your phone number will remain unchanged.

Transfer your number now?

Why wait? The link below will take you to our online transfer form. If you need some help, contact our Business Consultants on 1300 255 835, or send us an email to get the transfer process started.

Transfer my number

Why should my business have a 1300 or 1800 number?

Having a 1800 number encourage more customers to call by making your business more attractive to potential customers with a professional image and local cost calls from any Australian landline. Further to this, your 1800 number shows callers they’re dealing with a serious business – especially when compared against competitors who advertise only a mobile number!

13 numbers

Why should my business have a 13 number?

These short (6-digit) numbers are very easy to remember, which makes them ideal to use in marketing campaigns. Many of Australia’s top businesses use 13 phone numbers: get one for your business and you’ll look like you’re in the big league!

Smartnumbers

How do I buy a Smartnumber?

Smartnumbers are regulated by the Australian Communications and Media Authority. The rights of use to these numbers can be purchased directly from www.thenumberingsystem.com.au.

You can get your own Smartnumber in four steps:

  1. Use the search tool to check the availability and select your preferred number/s.
  2. Create an account and pay a one-time registration fee of $35.
  3. Review and agree to the terms and conditions.
  4. Pay for the number by credit card to secure it immediately. EFT and BPAY® are also accepted, but these payment methods take longer to process. Take note that until payment is received, your number will be available for others to purchase.
How much do Smartnumbers cost?

Smartnumbers prices start from $250 upwards. The greater the demand and memorability of a number, the higher its cost.

How do I activate my Smartnumber?

Once you have received the paperwork for your Smartnumber, the process of activating your number is pretty much the same with any Alltel Inbound Number. Simply select from Alltel’s range of 13, 1300, and 1800 plans, and our B2B specialists will have your number up and running in no time.

How long can I keep my Smartnumber inactive?

Smartnumbers upon allocation must be activated within 3 years. However, if it remains inactive past the given period, then you lose the rights of use to the number and it will be returned to ACMA's pool of numbers.

Can I get a longer phoneword to spell my business name or product?

Yes. 1300 and 1800 Smartnumbers are typically followed by six digits, while 13 numbers are trailed by four digits. However, you can get a Smartnumber that’s longer than the usual ten digits. Our system can simply be configured to ignore all additional numbers.

What are my options if the Smartnumber I want is not available?

Finding a good Smartnumber that’s available and within your budget requires a lot of patience and creativity. If your first option for a 1300 number is unavailable, try it as an 1800 number instead. You can also spell out your phoneword using numbers that sound like words, i.e. four and eight.

Local Numbers

Why should my business use Local Connect?

Local Connect encourages more “local” customers to call. This means that your business can have a “local” phone number (e.g. 02. 03, 07) in any major Australian city – no matter where they are located.

Local Numbers are available for major Australian cities, helping you to promote a local presence Australia-wide.>

Do Local Connect numbers work internationally?

Yes, they do. You can provide alternative numbers for mobile/overseas callers, which can be used in addition to your 1300 or 1800 number to provide mobile and overseas callers with an alternative number to call. All calls to 1300, 1800 and Local Connect numbers can be answered on the same phone.

Can I add and remove numbers from my Local Connect?

Yes, you can add new numbers and remove old numbers as required. There is no minimum term and no cancellation fee. That makes it easy and affordable to add extra Local Connect numbers when you need them for marketing campaigns and competitions, and to cancel them when they’re no longer required.

What if I am unable to answer a Local Connect call?

If you miss a call, you’ll receive an email notification with either a voicemail message or the number of the person who called. Follow up on your leads while they’re still hot and convert some of those missed calls into sales! *Note that the calling number cannot be provided if Caller ID is blocked.

Do I need to have a new phone line installed?

No, there is no need for expensive and disruptive phone line installation. You can answer all incoming calls on your existing landline and mobile phones. It’s also quick and easy to redirect your Local Connect numbers, which keeps your phones ringing if you relocate or expand.

How do I manage my Local Connect numbers?

You can manage your numbers through the My Alltel portal.

For example, you can update routing/answer points.

All changes made through the portal are FREE to make and take effect IMMEDIATELY.

The portal also gives you real-time access to all of your call records. (Available only as part of the Local Connect Plus Bundle.)

Can I record calls?

Yes, you are able to record calls to help improve customer service and sales. With Call Recording, you have the ability to measure the performance of your staff, improve training and evaluate your business processes by listening to both sides of telephone conversations. In addition to this, the Local Connect Plus Bundle has an add-on feature that allows you to identify areas where improvement is required.

Call Routings

What routing schemes are included with my Alltel Inbound Numbers at no additional charge?

Your Alltel Inbound Number service includes Australia-wide, State-based, Time & Day-based routing, Call Splaying, Call Forwarding, and Call Barring options for free.

Can I customise a complex routing configuration for my business?

Definitely! Complex routing schemes such as Region-based, Area-based, Exchange-based, and Postcode Prompting can be added to your service for an additional charge.

How do I request changes to my call redirection?

For Starter, Grow and Pro Plans:

You may call us at 1300 255 835, send an email to customercare@alltel.com.au, or send a change request through the customer portal at my.alltel.com.au. Our B2B specialists will be happy to assist you with any changes to your call routing.

For Advance Plans:

Customers with Advance plans can manage and make changes to their call routing through the portal access provided by Alltel.

How much will it cost to change my routing scheme?

Changing answerpoints and schedules incur a $10 change fee. Complex requests will be quoted.

How long does it take for call routing changes to be applied to my service?

For Starter, Grow and Pro Plans:

Requests sent over the phone, email, and through the portal have a turnaround time of up to 1 business day.

For Advance Plans:

Changes done through the portal are applied in real-time.

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 cost.

Are there extra charges for calls transferred to me?

There is a flagfall charge for calls that are successfully connected.

For complete details, view the Critical Information Summary.

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 concierge or virtual receptionist service 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. We provide the first mobile number free of charge with a $10 monthly charge per mobile number thereafter.

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.

General

Can I access caller details?

Yes – with a hosted phone system, you can track your callers and your marketing spend. Detailed call records show details about all calls going out of the system, which can help you to measure the effectiveness of your different marketing channels. You can even get information about individual callers while they’re still on the phone!

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

Yes. 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. You can transfer your existing phone number (including 1300 numbers and 1800 numbers) to your Business VoIP service (charges apply), with no interruptions to your business. No need to forward calls or reprint business cards or stationery.

Can I update my hosted phone system?

Yes. 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. You can transfer your existing phone number (including 1300 numbers and 1800 numbers) to your Business VoIP service (charges apply), with no interruptions to your business. No need to forward calls or reprint business cards or stationery.

Unified Communications

What is the difference between SmartConnect® and SmartConnect UC®?

SmartConnect UC® has all the features of a SmartConnect® hosted phone system. What makes this unified communications solution different is that it extends business phone functionality to your desktop and mobile devices through a single, easy to use interface.

How do I access my SmartConnect UC® desktop interface?

First, you will need to download and install the SmartConnect UC® client on your desktop. Select from the following links based on your operating system.

Windows Download

MAC Download

Once installed, you may log-in using the username and password provided to you via email from hostedvoice@alltel.com.au. For step by step instructions, you may refer to the SmartConnect UC® Installation Guide.

How do I access my SmartConnect UC® mobile interface?

You will need to download and install the SmartConnect UC® mobile app on your device. Select from the following links based on your operating system.

Download from iTunes

Download from Google Play

Once installed, you may log-in using the username and password provided to you via email from hostedvoice@alltel.com.au. For step by step instructions, you may refer to the Alltel software guide.

Hosted PBX

Why should my business use SmartConnect®?

NBN Ready

Alltel’s SmartConnect Hosted PBX and associated IP Phone Hardware is NBN-compatible, so when the NBN arrives at your premises we can move you across without any need to upgrade your equipment.

Keep connected no matter where you are

Have multiple extensions across multiple locations: in different offices and even in different states. Use mobile phones and other “softphones” to stay connected when you’re out of the office. The smarts are built into your telephone handset, so you can even unplug your phone from the office and plug it in and use if from your home Internet connection.

Improve Customer Service and Increase productivity

Professional features like Auto Reception, Team Q (call queuing), time of day call routing and voicemail to email make it easier for you to do business and convert more sales enquiries.

24/7 Support and Reliability

Alltel lets you focus on your core business not your ‘chore’ business. Let someone else worry about installing new releases, fixing dodgy hardware, providing 24/7 monitoring and maintenance, and making sure backup servers are online and ready to go if needed. Alltel’s servers are all based in Australia, across geographically redundant locations, and are monitored 24/7

Business VoIP

Why should my business use Business VoIP?

Keep connected no matter where you are

The smarts are built into your telephone handset, so you take the office with you wherever you go. All you need is a suitable Internet connection, and you can work from the office, your home, a hot desk, or even a holiday house.

Provide great service and increase productivity

Professional features like Voicemail, Voice2Email, call forwarding and missed call email notifications make it easier for you to do business and convert more sales enquiries—and these features are ALL included as standard.

A system you won’t outgrow

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. Plus you can future-proof your phone system by upgrading to 21st century technology.

Save money with low setup costs and low VoIP rates

Plans that start from just $9 a month and include low-cost national and international VoIP rates, FREE calls between all Alltel VoIP users AND advanced features included as standard.

How long does Business VoIP take to set up?

Installation and set-up is fast and easy. We configure, test and ship your telephone handset to you. All you need to do is plug it in to your high-speed Internet, connect the power, and you’re ready to start making and receiving calls.

SIP Trunking

How does SIP Trunking work?

If you’re familiar with ISDN, you can think of SIP Trunking as its VoIP equivalent

You still have a direct phone number for every staff member—without the need to pay a line rental on every phone. You pay only for the number of lines you need to use simultaneously, and those lines are shared between all extensions.

From a user’s point of view, SIP Trunking works just like your traditional landline service in that you make and receive calls in exactly the same way. About the only difference you’ll notice is at the end of each month when your phone bills are significantly lower.

And as your business grows, it’s easy and affordable to add additional lines and extension numbers to your phone system (with the ability to handle up to 100 simultaneous calls).

A system you won’t outgrow

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 (up to 100 simultaneous calls).

No interruptions to your business

You can transfer your existing phone number (including 1300 numbers and 1800 numbers) to your SIP Trunking service (charges apply). No need to forward calls or reprint business cards or stationery.

Works with your existing IP PBX system

For incoming calls, Alltel’s SIP Trunking communications service passes through the number that was dialled, allowing you to customise your phone system routing.

Save money with low setup costs and low VoIP rates

Pay for only the lines you need with plans that start from just $32 a month for 4 lines (simultaneous calls) and include free calls between all Alltel VoIP users.

How much money can I save with SIP Trunking?

Let’s start with line rental

Many business phone plans charge around $40 per month for basic rental, so for example, 10 lines = $400. Alltel’s SIP Trunking can provide 4 simultaneous lines for just $32 a month. That’s an annual saving of $4416!

Then there are the all important costs

With VoIP, you pay one low call rate Australia-wide, so that it costs the same to call the other side of the country as it does to call next door. There are also low rates for calling mobile and international numbers, plus FREE calls between all Alltel VoIP customers.

Business Phone Lines (PSTN)

Can I transfer an existing PSTN line to Alltel?

Yes, you can. To qualify for transfer, you must have an active phone number and dial tone.

Note that when you transfer or relocate a landline service, any additional business features attached to your landline such as call forwarding and call waiting, will be automatically transferred with your service.

How much will it cost to transfer my business phone line?

Transfers of existing Telstra landlines to Alltel are free.

Is it possible to relocate my Alltel Business Phone Line to a different location?

Yes. We can move your Alltel service to different premises, and it would be considered a new connection.

No break fees will be applied to your previous contract. Instead, a new contract period will begin with the relocation. You may request to have your services overlapped if required.

General

What is the difference between residential and business internet services?

Faster speeds

Alltel Business Internet services are all designed to handle the daily demands of business use. We offer a range of high-bandwidth and unlimited internet services that can handle data-heavy activities such as transferring large files, video conferencing, and using hosted applications.

Less congestion

Unlike residential internet services, Alltel Business Internet services are delivered on enterprise-grade networks which are less congested. A constant throughput of data is also guaranteed, regardless of peak/off-peak hours.

Responsive customer service

We understand how important having an active internet connection is crucial for businesses like yours. By catering solely to businesses, attending to your support needs is easier and much convenient for you.

What does "shaping" my internet speed mean?

Shaping your speed simply means throttling your connection to a lower speed once you have used up your monthly data allowance. Your speeds will go back to normal in the beginning of the next billing cycle.

How can I maximise my business internet speeds?

To get the most out of your connection, make sure to select a business internet service that supports your bandwidth needs. This means taking into consideration which of your daily activities use the internet, and how many people are sharing a single connection.

For businesses that have hosted phone services, it may be good idea to consider getting a dedicated internet connection for your phone system.

NBN

Why should I choose NBN?

Increased connectivity

Experience faster speeds and better reliability by moving your services onto the new and improved communications network.

Business-grade network

As an enterprise-grade internet service, you don’t have to share the network with thousands of residential users, so your connection is less congested and significantly faster.

24/7 Customer Support

Your service is monitored round the clock to ensure connectivity. Our friendly specialists are on-hand to for support and advise when you need it.

Monitor your usage online

Manage your NBN and other Alltel services through MyAlltel your self-managed web portal. Access tools that track your monthly data usage, view bills, and request changes to your services online.

No data caps

Alltel NBN is an unlimited internet service that comes with unlimited uploads and downloads.

No peak/off-peak hours

Transfer large files, go on video conferencing calls, and use hosted applications any time with a business internet service.

Are there any excess usage fees?

No- Alltel NBN is an unlimited internet service. Your data uploads and downloads are uncapped (subject to the fair usage policy).

Fibre

Why should I choose Fibre 400?

Increased connectivity

Get fibre speeds of up to 400 Mbps while reducing installation and monthly costs by getting connected at buildings with existing fibre facilities.

Business-grade network

As an enterprise-grade internet service, you don’t have to share the network with thousands of residential users, so your connection is less congested and significantly faster.

24/7 Customer Support

Your service is monitored round the clock to ensure connectivity. Our friendly specialists are always on-hand to provide support and advise when you need it.

Monitor your usage online

Manage your Fibre and other Alltel services through MyAlltel-- your self-managed web portal. Access tools that track your monthly data usage, view bills, and request changes to your services online.

No data caps

Alltel Fibre is an unlimited internet service that comes with uncapped data. No upload and download allowances.

No peak/off-peak hours

Transfer large files, go on video calls, and use hosted applications any time with a business internet service.

Are there any usage fees?

No- Alltel Fibre 400 is an unlimited internet service. Your data uploads and downloads are uncapped (subject to the fair usage policy).

General

What are virtual office services?

Virtual office services are business tools that are easy to adapt and don’t require sophisticated equipment. These include online fax, voice to email, and virtual business addresses. These services are highly recommended for start-ups and small businesses that need affordable, yet cost-effective tools for operations. They are also preferred by medium to large enterprises who prioritise flexibility and mobility.

What is the difference between a serviced office and a virtual office?

As a start-up, it’s important to manage your costs to ensure you have enough resources for growth. Choosing a virtual office allows you to cut costs on a security deposit and monthly rental for a serviced office. It also gives you the opportunity to accomplish work at home or outside of your office, making it easier to address urgent customer concerns.

Can you help me put together a virtual office solution for my business?

Absolutely! Our consultants can help you select which Alltel Virtual Office Services are best suited for your needs. You can also opt for our Virtual Office Services Bundle which already includes a 1300/1800 number, a 1300/1800 fax number, a live phone answering service, and a Fax2Email/Email2Fax service.

Fax2Email

Why does my business need Fax2Email?

An efficient and cost-effective solution

Eliminate the cost of a fax machine, dedicated fax landline, electricity, paper, toner and on-going maintenance. No software programs to purchase and install.

Add to your existing Alltel services

Alltel’s Fax2Email service is compatible with your existing Alltel 13, 1300 and 1800 Numbers, Local Connect Numbers, Hosted Phone System, Business VoIP and SIP Trunking services.

Access faxes from any device connected to the Internet

Receive and send faxes from anywhere that you have email access, including using a smartphone—anywhere, anytime.

Go “green” to help save money and the environment

Be friendly to the environment by printing only the faxes (or pages) you require. Save money by using less electricity, paper and ink—plus you’ll recycle fewer printer ink cartridges.

Keep your confidential faxes secure

Faxes are sent directly to your email account, so you don’t need to worry about confidential faxes left sitting in the fax machine for anyone to see.

Manage faxes (and other electronic messages) more efficiently

Faxes are easier to store, forward and manage when they’re in digital format. Incorporate Alltel’s Fax2Email service into an overall unified messaging solution for your business to better manage all digital communications.

Make it easy to connect, with no annoying busy signals

Your faxes go directly to our processing centre where we have multiple incoming and outgoing lines, so your customers will never hear a busy signal when sending a fax to you.

Do I need to download software or an app to receive faxes online?

No. As a virtual service, all faxes will be processed in our fax server. All you will need is to designate an active email address where your faxed documents will be sent.

How do I send fax messages online?

Simply attach your document to an email, and send it to the custom email address that we have provided along with the fax number of your recipient.

Can I change the assigned email for my online fax?

Yes you can. However, please take note that charges apply to changing email addresses or resending fax messages.

Is my Fax2Email service compatible with other Alltel services?

Absolutely! Aside from a standalone service, your Fax2Email service can come as part of the Virtual Office Services Bundle or as an add-on to your Inbound Numbers, Local Connect Numbers, and Hosted Phone Systems.

Can I get Email2Fax as a standalone service?

No. A Fax2Email service is required to get this bonus service.

What file types are supported by this service?

Fax messages received by our server are converted into either TIFF or PDF files. When sending documents, supported file types include Word, Excel, PDF, and JPEG.

How long does it take to send and receive faxes?

Transmission of a one-page fax takes about a minute. Multi-page faxes will take less time since the connection is only established once. A ten-page fax usually takes 5 minutes or less.

Voice2Email

Why does my business need Voice2Email?

Respond to important calls in a timely manner

Be notified immediately when you receive a message. Prioritise call backs to ensure that urgent matters are handled quickly.

Ignore the phone (when required) to increase productivity

Focus on important work without constant interruptions caused by a ringing phone. Review your Voice2Email messages as they come in and prioritise your work and call backs.

A cost effective and convenient way to capture sales leads

Voice2Email is a great solution for capturing caller details from things like competition hotlines. Callers will hear your custom recording, and then leave messages that you can have sent to a dedicated email address. Useful for ANY service where you want to repeat the same message to all callers and get them to leave a message.

Access messages from any device connected to the Internet

Receive and review messages from anywhere that you have email access, including using a smartphone—anywhere, anytime. Check your messages at times where it could be inconvenient (or impolite) to receive a phone call.

Leave reminder notes for yourself quickly and easily

In less time than it takes most of us to write an email, send a text message or log in to a calendar to set up an appointment, you can simply phone your Voice2Email number and leave a message. That reminder will be waiting in your email when you get back to work.

Keep connected when you’re away from the office

There’s no need to log in to your business voicemail at regular intervals to check for messages. Instead, you can receive email notifications on your laptop or phone, and know immediately when someone leaves a message.

Manage messages more efficiently

Messages are easier to store, forward and manage when they’re in digital format. Incorporate Alltel’s Voice2Email service into an overall unified messaging solution for your business to better manage all digital communications.

Personalise your Voice2Email greeting to reflect YOUR business

Create your own personalised welcome message that greets all callers when they reach your Voice2Email service. If required, Alltel can arrange professional recording of your message (additional fees apply).

Voice2Email works with your existing Alltel services

Alltel’s Voice2Email service is compatible with your existing 13, 1300 and 1800 Numbers Numbers.

Do I need to download software or an app to receive my voice messages online?

No. As a completely virtual service, all your voicemail is processed at our server for conversion, before it is sent to you. All you need is to assign an active email address where you wish to receive your voice messages.

How do I retrieve my voicemail online?

All voice messages are sent as a sound file attachment to your designated email address. Simply double click on your attachment and listen to it from any of your devices.

Do you charge per message?

No. Instead of counting the number of messages you receive, your rates are quoted by the minute, and your service is billed pro-rata by 1-second increments.

Can I use my own recorded greeting?

Yes you can. You may also choose to have one professionally recorded by one of our professional voice over talents.

Is my Voice2Email service compatible with other Alltel services?

Definitely! Your Voice2Email service can be a standalone service, come as part of the Virtual Offices Bundle, or it may come included as standard with your Local Connect or Hosted Phone System at no additional cost.

What file type is supported by this service?

All received messages are converted to .WAV files and can be played from most standard music players.

I mistakenly deleted the email, can I get another copy of my messages?

Every time you receive a voice message, a copy is also sent to your Alltel portal. You may get a copy of your messages by signing in to your portal.

Business Intro

Why does my business need a business greeting?

Welcome all callers with a professional and friendly greeting

Calls are answered exactly the way you want, each and every time. Use those first seven seconds to make the right impression and get things off to the best possible start.

A great addition to your live answering service

Alltel’s Business Intro ensures that your business name is announced correctly every time the phone is answered. This is especially important for businesses with names that are difficult to pronounce.

Answer ALL calls using the correct business name

This one is very useful for anyone running multiple businesses, each of which has its own name and phone number. Your Business Intro service greets callers using the name of the business the customer dials BEFORE the call is transferred through to you.

Ideal for any home-based business

When you’re running a business from home, there may be times when someone else answers the phone before you do. Business Intro ensures that ALL incoming calls are answered in your business name.

Add to your existing inbound number

Alltel’s Business Intro service can be integrated with your existing Inbound numbers, including 13, 1300 and 1800 Numbers and Alltel Local Connect Numbers. ALL of your callers will be greeted with your pre-recorded messagebefore their calls are connected through to you on your mobile or landline, or to your receptionist or live answering service.

Select from Alltel’s range of voice talent

Alltel offers either male or female [voice talent professionals] to record your greeting. Choose the voice that best represents your business.

Great for promotions and competition hotlines

Use a brief, pre-recorded message to welcome callers to your promotion or competition hotline, before asking them to leave a message (or having the call connected through to you).

Is it possible to add information other than my business name to my greeting?

Yes. You may add a brief background of your business or your hours of operation along with your business name.

How long does my business greeting need to be?

Standard greetings can be a maximum of 20 words. A longer greeting may also be quoted for you if required.

Can I use this greeting for my Live Answering Service?

Sure! Your Business Intro greeting can played before a call is connected to any of your preferred numbers, including your Live Answering Service.

Is my Business Intro service compatible with other Alltel services?

Yes. This service may be used in combination with 1300, 1800, 13, and Local Connect Numbers. These also come included as a standard feature with Alltel Local Connect Plus and Hosted Phone Systems.

Do I need to provide my own recording?

You may use your own recorded greeting, or you may choose to have one recorded by our professional voice talents. Please take note that the cost of the recording is not included with the service.

Can I use a business intro for my Live Answering service?

Yes you can. Your business intro greeting can played before a call is connected to any of your preferred numbers, including your live answering service.

Voiceover Recording

Which Alltel services can be customised with a professional Voiceover Recording?

You can customise your Alltel Business Intro and Voice Prompt IVR Menus by choosing from our selection professional voice talent.

How many voice talents can I choose from?

We have a wide selection of male and female voice talent that you can choose from. Listen to our voice samples to choose the perfect voice for your business.

How much do Voiceover Recordings cost?

Prices for this service depend on the length and complexity of the recording. Get in touch with our business consultants to get a detailed quote.

Voice Prompt (IVR)

Why does my business need a Voice Prompt (IVR) Menu?

Welcome all callers with a professional and friendly greeting

Your IVR menu answers all calls exactly the way you want, each and every time. Project a professional image and make a great first impression.

Make your business look big (before you’re big)

Calls are answered exactly the way you want, each and every time. Use those first seven seconds to make the right impression and get things off to the best possible start.

Connect customer calls faster

It’s fast and easy for customers to connect their own calls to the correct person or department. There’s no effort required on your part!

Add to your existing Alltel services

Alltel’s Call Forwarding IVR Menu service can be integrated with your existing 13, 1300 and 1800 Numbers and is included as a standard feature with Alltel’s Hosted Phone System.

Integrate with your live answering or Voice2Email service

Include a menu option for callers who want to speak to an operator and automatically direct all of those calls to your Alltel Live Answering Service. And for those who want to leave a message, provide an option that directs calls to your Voice2Email service.

Keep your distributed team connected

Even if you’re not all located in the same physical office, customers can reach the entire team using a single incoming phone number. Menu options can connect to people based in different offices and even different states!

Keep customers informed about service interruptions

Use your IVR greeting to tell callers about any service interruptions and when services will return to normal. This provides most callers with the answer they are after without requiring them to wait on the line until someone is available to take their call.

Select from Alltel’s wide range of voice talent

If required, you can get your VIR menu options professionally recorded. Alltel has a range of both make and female voice talent professionals available. Choose the voice that best represents your business.

Can I add a prompt for numbers to external offices?

Yes. A Voice Prompt (IVR) Menu service makes it easy to connect multiple sites and outsourced departments under one business number.

Are Voice Prompt (IVR) Menus compatible with other Alltel services?

Yes. Your Voice Prompt (IVR) Menu is compatible with Alltel 13, 1300, and 1800 numbers. It is also included as a standard feature with Alltel Hosted Phone Systems at no additional charge.

Is it possible to customise my menu recording?

Yes. You can select a professional voice talent to record your menu through the Alltel Voiceover Recording service. The cost of your recording may vary depending on the length and complexity of the menu. Get in touch with our business consultants to get a detailed quote.

General

What are the normal billing cycle dates?

Our billing cycle is each calendar month.

Bills are produced during the first few days of the following month and you will be notified via email when your bill (PDF) is available via your online portal (usually around 5th).

Direct Debits are processed approximately 7 days later (usually around 12th).

What charges will be included on my first bill?

Your first invoice will include the following:

  • Setup fees for each service.
  • Pro-rata monthly plan fees for the remaining days of the month from when your service commenced.
  • Next month’s monthly plan fees in advance.
  • Call charges incurred during the month.
  • Any excess charges (e.g. for Live Answering messages in excess of plan allowance) incurred during the month.
  • Any once off charges like professional recordings.
How will I receive my bill?

In an effort to reduce our impact on the environment, we are a paperless business as far as practical. Consequently, we do not send bills in the mail.

Early each month (on or around the 5th of the month), we will send you an email notifying you that your previous months’ account is available through your online portal

You can then review your charges online. Each month we also provide you with a PDF that you can file/save electronically (or print fully or partially if you wish).

How do I pay my account?

Your account must be paid by Direct Debit, either by Bank Account or Credit Card. On or around the 12th of the month (approximately 5-7 days after your bill has been made available), we will debit your account accordingly.

To avoid Direct Debit Dishonour Administration Charges, you will need to ensure you have sufficient funds in your account to cover the total due amount.

Why must I provide a Direct Debit?

Alltel uses a billing system that is fully automated and processes payments via Direct Debit only. This enables us to have fewer staff resources involved in managing customers’ accounts, resulting in reduced overheads and savings being passed on to our customers through lower rates and charges. This also allows us to have more staff devoted to providing our customers with excellent service.

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 Direct Debits are processed. This gives our customers adequate time to review charges etc before payment is processed.

While we understand that you may have a concern with providing us with a Direct Debit Request Authority, our company policy is that we do not accept any other form of payment.It is a condition of our trading terms that you must maintain a Direct Debit with us, drawn on a valid bank account or credit card.

Can I view my call records and account on the Internet?

Yes. We give you online access to your account and call analysis details. Our online reporting and call analysis allows you to track your callers … date, time, origin (local, national or mobile), partial number of caller (limited to partial number because of Privacy Laws) and the call duration of every call.

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

Alltel has a strict credit management and payment policy. We are providing a service, and as per our terms and conditions your account should be paid when due. We believe it is good financial management and in the interests of our company and 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. You should immediately contact our office to inform us and discuss payment of your account.
  2. Refer to our Financial Hardship policy.
  3. A community financial counselor or consumer advocate may be able to help you with your financial situation. Contact your local community services department or financial counselor or consumer advocate.