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Configuration Guides (7)
How to configure your VoIP hardware or PC/App softphone
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Configuration Guides
Sep 9
How to configure your VoIP hardware or PC/App softphone
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Phone Systems (2)
Nov 8
Setup Guides for Phone Systems can be found here
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Setup Guide for Asterisk
Mar 15
Asterisk is fully compatible with MaxoTel VoIP.
- 3CX SIP Trunking Nov 8
- Desk Phones (5) Sep 9
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Yealink (11)
Sep 9
Setup Guides for Yealink desk phones can be found here
- Yealink BLF Configuration Sep 13
- Yealink Call Parking Sep 13
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Manually Configure Yealink T4 Series
Sep 9
(T41/T42/T46/T48)Before you begin, ensure that you've created your extension in the My Account Portal, https://my.maxo.com.au/. To retrieve the details of an existing extension, or create a new extension, login to the My Account Portal and select PBX Extensions or SIP Trunks from the menu, depending on your service type. If you're creating a new extension, click the Add Extension button, fill in the details and click Save. For additional information on creating an extension, please see Portal Guide - PBX Extensions and Sip TrunksFind the extension number you're configuring, then click Edit.
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Manually Configure Yealink T5 Series
Sep 9
(T52/T54/T56/T58)
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Manually Configure Yealink Cordless
Sep 9
(W52P/W60PKG)
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International Call Blocking on Yealink Phones
Jan 30
Blocking on all phones
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Yealink Address Book Setup
Jun 27
Your Yealink handset can be configured to subscribe to any of the Address Books configured in the My Account Portal.
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Locating a Handset MAC Address
Oct 9
The MAC address of a handset acts as a unique identifier, and is required when adding handsets to the automatic provisioning system.
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Factory Reset Yealink Phones
Nov 18
Factory resetting Yealink phones can be done using the handset or base station.
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Yealink Automatic Provisioning
Nov 19
Provisioning of Yealink phones for Hosted PBX services can now be done through https://my.maxo.com.au/
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Using WiFi and Bluetooth on Yealink Phones
May 15
All Yealink handsets we supply are capable of Bluetooth and WiFi connectivity. For the T5X series phones (T53W, T54W, etc.), these features are built in. On the T4X series (T42, T46, etc.), you'll need the appropriate USB adapter for either bluetooth or WiFi.
- Cisco (8) Sep 9
- Cisco SPA525G Series Setup Guide Sep 9
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Cisco SPA BLF Setup Guide
Sep 20
This manual is designed to guide customers through setting up the BLF (Busy Light Function) feature on compatible Cisco phones. The guide will presume you have already configured the VoIP registration settings. If you still need to connect the phone to MaxoTel, please check the Configuration Guides page or contact support by phone on 1800 12 12 10 or by creating a support ticket.
- Cisco SPA Call Park String Example Sep 6
- Cisco SPA BLF for ATT Console Sep 9
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Cisco ATA FAXING Guide
Sep 26
This guide is specifically for configuring Cisco ATA's for use with FAX machines. If you are configuring one to use with a normal phone, please instead use Cisco SPA112 ATA Setup Guide
- Cisco SPA Series Setup Guide Sep 9
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Cisco SPA504G Setup Guide
Nov 25
Setup Guide for Cisco SPA504G, 508G, 509G, 512G
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Cisco SPA112 ATA Setup Guide
Nov 25
Setup Guide for Cisco SPA112 and SPA122 ATA Devices
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Grandstream (13)
Sep 9
Setup Guides for Grandstream desk phones can be found here
- Grandstream GXP2140 Setup Guide Sep 9
- Grandstream GXP2160 Setup Guide Sep 9
- Grandstream GXP2170 Setup Guide Sep 9
- Grandstream GXV3275 Setup Guide Sep 9
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Grandstream BLF Configuration for Timeswitches and Call Parks
Nov 12
This guide will step you through the necessary changes to your Grandstream GXP handset to allow BLF control of call parks and time switches.
- Connecting Grandstream GRP261X Phones to WiFi Jun 8
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Fixing Firmware Update Loops on GRP261X Phones
Jun 8
To check for and apply firmware updates to your Grandstream GRP2612, GRP2612W, GRP2613, GRP2614, GRP2615 and GRP2616, please perform the following steps on your handset:
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Using Bluetooth Devices with Grandstream GRP261X
Jun 8
The Grandstream GRP2614, GRP2615 and GRP2616 devices support bluetooth, allowing you to connect a bluetooth headset, for example, to the phone.
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Using a Wireless Plantronics Headset with Grandstream GRP261X
Jun 12
This guide will run you through the setup of your wireless Plantronics/Poly headsets for use with the Grandstream GRP2612, GRP2613, GRP2614, GRP2615 and GRP2616 phones.
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Grandstream HT801 and HT802 ATA Setup Guide
Aug 10
Before you begin, ensure that you've created your extension in the My Account Portal, https://my.maxo.com.au/. To retrieve the details of an existing extension, or create a new extension, login to the My Account Portal and select SIP Trunks from the menu. If you're creating a new extension, click the Add Extension button, fill in the details and click Save. For additional information on creating an extension, please see Portal Guide - PBX Extensions and Sip TrunksFind the extension number you're configuring, then click Edit.
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Grandstream Automatic Setup & Provisioning
Jan 28
The Auto-Provisioning (Setup) of new Grandstream GRP-series and DP-series phones purchased from us for Hosted PBX services can now be done through either your handset or https://my.maxo.com.au/ Any handsets you have ordered from our online store, at https://www.maxo.com.au/shop will already be attached to your account.
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Grandstream GRP Automatic Provisioning
Jan 28
The Auto-Provisioning (Setup) of new Grandstream GRP-series and DP-series phones purchased from us for Hosted PBX services can now be done through either your handset or https://my.maxo.com.au/ Any handsets you have ordered from our online store, at https://www.maxo.com.au/shop will already be attached to your account.
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Updating the Firmware on Grandstream GRP261X Phones
Jun 8
To check for and apply firmware updates to your Grandstream GRP2612, GRP2612W, GRP2613, GRP2614, GRP2615 and GRP2616, please perform the following steps on your handset:
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Polycom (1)
Feb 18
Setup guides for Polycom handsets can be found here
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Snom Setup Guide
Jul 4
Snom Handset Setup Guide (370, 815, 875 and more)
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SoftPhones (10)
Sep 9
Setup Guides for SoftPhones can be found here
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MaxoTel Cloud Softphone (1)
Nov 2
Please Note: MaxoTel Cloud Softphone can only be used with our Hosted PBX Plans. It is not compatible with our SIP trunking plans.
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MaxoTel Cloud Softphone
Nov 2
Please Note: MaxoTel Cloud Softphone can only be used with our Hosted PBX Plans. It is not compatible with our SIP trunking plans.
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Logging Out of Cloud Softphone
Feb 10
Before you can switch Cloud Softphone to another device, you'll need to log out of the application.
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GS Wave for IOS and Android
Sep 8
Before you begin, we recommend using Cloud Softphone which uses PUSH notifications to save battery life.
- X-Lite / Bria for Windows and Mac Sep 12
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Zoiper for Windows and Mac
Sep 12
Before you begin, ensure that you've created your extension in the My Account Portal, https://my.maxo.com.au/. To retrieve the details of an existing extension, or create a new extension, login to the My Account Portal and select PBX Extensions or SIP Trunks from the menu, depending on your service type. If you're creating a new extension, click the Add Extension button, fill in the details and click Save. For additional information on creating an extension, please see Portal Guide - PBX Extensions and Sip TrunksFind the extension number you're configuring, then click Edit.
- Zoiper For IOS and Android Sep 12
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Bria For IOS and Android
Sep 12
Setup Guide for Bria on iPhone and Android
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Grandstream Wave Setup Guide
Oct 3
This article has been moved to GS Wave for IOS and Android
- X-Lite for Windows and Mac Sep 12
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Cloud Softphone Troubleshooting
Aug 30
Cloud Softphone relies on your mobile's operating system to connect to the network and handle phone calls, so you may need to check these settings.
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Adding Favourites to Cloud Softphone
Jun 24
Cloud Softphone's favourites allow you to add other extensions on your PBX, including optional BLF (call state) monitoring, or external numbers you dial frequently.
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Cordless Phones (9)
Sep 9
Setup Guides for cordless phones can be found here
- Gigaset C610IP Setup Guide Sep 9
- Gigaset C610AIP Setup Guide Sep 9
- Gigaset A510IP Setup Guide Sep 9
- Gigaset C530AIP Setup Guide Sep 9
- Gigaset C530IP Setup Guide Sep 9
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Panasonic KX-TGP
May 17
Make sure before you start that you've created your extension in the My Account Portal, https://my.maxo.com.au/. To retrieve the details, or create an extension, login to the My Account Portal, then select PBX Extensions or SIP Trunks from the left menu. If creating a new extension, click the Add Extension button, fill in the details and click Save. Find the extension number you're configuring, then click Edit.
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Gigaset Call Transfer Guide
Jun 14
Gigaset cordless handsets support two different type of transferring, either a transfer to another handset connected to the same base station, or a transfer to another extension on your MaxoTel phone system.
- Grandstream DP752 Setup Guide Jun 9
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Pairing Grandstream DP722 and DP730 with DP752 Base Stations
Jan 6
Pairing a cordless handset with a base station links the devices, allowing the cordless handset to make and receive calls. To pair a new or replacement handset:
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Conference Phones (1)
Sep 9
Setup Guides for Conference Phones can be found here
- Disable Call Waiting on Yealink Phones Sep 28
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Other Devices (3)
Jan 6
Setup guides for other devices, including VoIP capable routers, can be found here.
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FritzBox 7390 Configuration
Jun 14
Before you begin, ensure that you've created your extension in the My Account Portal, https://my.maxo.com.au/. To retrieve the details of an existing extension, or create a new extension, login to the My Account Portal and select SIP Trunks from the menu. If you're creating a new extension, click the Add Extension button, fill in the details and click Save. For additional information on creating an extension, please see Portal Guide - PBX Extensions and Sip TrunksFind the extension number you're configuring, then click Edit.
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TP-Link Archer
Jan 6
Before you begin, ensure that you've created your extension in the My Account Portal, https://my.maxo.com.au/. To retrieve the details of an existing extension, or create a new extension, login to the My Account Portal and select SIP Trunks from the menu. If you're creating a new extension, click the Add Extension button, fill in the details and click Save. For additional information on creating an extension, please see Portal Guide - PBX Extensions and Sip TrunksFind the extension number you're configuring, then click Edit.
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Fanvil iw30 Speaker
Dec 7
Configuration guide for the Fanvil iw30 Loud Speaker
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Dialling Codes (2)
A reference of feature codes and service numbers
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Frequently Asked Questions (45)
Answers to some frequently asked questions and common problems.
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Are phone number ranges available?
Mar 14
They certainly are! We can offer any length of number range, from 5 to 10,000 in any of our available Phone number locations.
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Do you support Multiple Registrations?
Jan 25
MaxoTel requires each device (i.e Desk Phone, Cordless Phone, App, or Softphone) to be registered as a separate Extension on the Hosted PBX. If multiple devices are registering to the same extension number, then there will be problems sending incoming calls to the devices as the server will only send calls to the last device that connected with that username/password.
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Emergency Calls (000)
Mar 15
000 - Connects directly to emergency services. While your VoIP service will connect calls to 000, you are advised to call 000 from a traditional landline phone or mobile, and not your VoIP phone.
- Forgotten Password Mar 15
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How do I set up my phone?
Mar 14
The easiest way to set up your phones is to use our automatic provisioning system for Yealink and Grandstream GRP series phones.
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How quickly can I get up and running?
Mar 15
Often you can be up and running on your new MaxoTel service on the same day, however some factors (such as shipping handsets and porting your existing phone number) can take longer.
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How reliable is VoIP?
Mar 14
Over the years, VoIP has progressed to become an extremely reliable and resilient option for telephony services. MaxoTel has invested heavily in technology and infrastructure to ensure our service quality and reliability is second to none.
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How secure is our service?
Mar 14
Our website has a high grade 256 bit SSL encryption engine using our certificate, which is the same level of encryption used by most internet banking websites.
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How to Send a Fax
Oct 15
Faxes can be sent through the MaxoTel Portal.
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I didn't receive my activation e-mail
Mar 15
If you haven't received an activation email after signing up, please click here to have it resent, or contact support.
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Internal Services Numbers
Mar 15
If you are on a hosted PBX plan, please see Dialling Codes for PBX-specific dialing codes.
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Is a tax invoice available for the test credit card transactions?
Mar 14
The two small transactions on your card are refunded as soon as they are deducted. The purpose of these charges is to verify your ownership of the credit card, and our system charges then immediately refunds the amounts.
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Phone number locations
Mar 14
We offer phone numbers in the following locations...
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Setting up Voicemail
Mar 15
Set up a Voicemail Box in order to receive messages from your callers when you're unavailable. Message notifications can be sent via SMS, Email, and to your VoIP handset.
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Shared in-dial access numbers
Mar 15
Shared in-dial numbers provide access to conferences and voicemails that have shared in-dial access enabled.
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Transferring Calls - Yealink
Feb 15
Call transfers can be made as one of two types:
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What Payment Methods Are Supported?
Mar 21
MaxoTel warmly welcomes Visa, Mastercard and American Express customers, and we do not charge a credit card surcharge. You can even enable auto top-up on your account so you'll never miss a payment.
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What VoIP Protocols are supported?
Mar 15
We support SIP over UDP, which we have found to be very reliable, scalable, with performance.
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What do I need to get started?
Mar 14
Your broadband needs to meet the minimum requirements listed in What kind of internet connection do I need?
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What happens if my internet connection drops out?
May 30
Your desk phones require an internet connection to function. In the event that it drops out, there are a number of ways to keep your calls flowing...
- What is Hosted PBX Sep 12
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What is IPND?
Jan 25
IPND is a voice industry-wide database, containing all active phone numbers and their associated addresses. This database is primarily used by emergency services to assist with dispatch to your location in the event of an emergency.
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What is SIP?
Aug 16
SIP stands for "Session Initiation Protocol", which is the industry standard for Voice over IP (VoIP) calling.
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What is VoIP?
Mar 14
VoIP is a general word describing conversations that happen over the internet. It stands for Voice over Internet Protocol. VoIP is commonly referred to as 'Voice over Internet' and 'Voice over broadband' as well. VoIP lowers the overheads for providers, resulting in really cheap phone calls for you, and free calls between you and other VoIP users!
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What is a Caller ID Prefix?
Jan 29
Setting a caller ID prefix (also known as cid prefix or clip) provides a way to tag certain calls, achieved by changing the caller ID that is shown on your VoIP device.
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What is a DID?
Mar 14
A DID (Direct InDial) number is one that exists on the PSTN (Public Switched Telephone Network) and can be connected to the MaxoTel VoIP to PSTN gateway to allow you to receive calls through that number via your Extension.
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What is a Line?
Mar 14
The number of Lines you choose is the number of concurrent calls you can have active at once, incoming and outgoing.
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What is an Extension?
Mar 14
An extension is the number your SIP (internet) phone is assigned when it registers to (logs onto) the MaxoTel VoIP service. Each SIP device on MaxoTel has a unique extension number, and you can call other MaxoTel extensions for free! You can have more than one extension - for example one at your house, and one at your business - you can make calls between them for free.
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What is the Difference Between Attended and Blind Transfers?
Feb 15
Call transfers are the process of transferring an active call from one phone to another. There are two types of call transfers, either blind or attended.
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What kind of internet connection do I need?
Mar 14
You need a broadband internet connection like NBN to use VoIP services.
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Which codecs are supported?
Mar 14
Our network supports the following codecs...
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How do I Use My Yealink Handset?
Apr 9
Yealink Phone Basic OperationsThis page lists the most common operations performed on a Yealink handset. As this guide reflects multiple models, you may find some of the keys are not present - in these cases, please use one of the other methods listed.
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Setting Up Conferencing
May 20
A conference is a virtual meeting room, allowing multiple people, both internal and external, to join a call. This is commonly used for staff meetings, or for discussions with multiple stakeholders.
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Missed calls from 0444444444
Jul 9
You received a call from the Emergency Alert System due to an emergency in your area. For further information about the incident, tune into your local radio station or go to the relevant emergency services website for your area. Do not call 000 unless you require immediate emergency assistance.
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Cloud Softphone Usage Guide
Jul 23
The MaxoTel Cloud Softphone app runs on your mobile phone, replicating almost all the features of a physical handset.You can install Cloud Softphone, if you haven't already, by referring to MaxoTel Cloud SoftphoneYou can install Cloud Softphone, if you haven't already, by referring to Cloud Softphone
- How To Send and Receive SMS Messages Oct 11
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Is there an App for iPhone, Android, Samsung, or Pixel?
Jan 4
Yes! You can make and receive calls using the Cloud Softphone App on any of our Hosted PBX plans.
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Adding or Buying More Extensions
Jan 4
If you run out of PBX Extensions, you will need to upgrade your plan. It is not possible to buy a single extension.
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Handset Light Flashing - Voicemail and Missed Call Notifications
Jan 4
If the light on your handset is flashing, you may have unread Voicemail, or unacknowledged Missed Call Notifications.
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Configuring your firewall or ACL whitelist
Mar 26
The MaxoTel network operates across multiple IP ranges, which you may need to whitelist on your firewall ACL to ensure proper operation of your service.
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Looking Up Contacts on Grandstream GRP Phones
Jun 19
Quick MatchYour Grandstream handset can quickly look up contacts added either locally to the phone, or from a synchronised address book.
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How Do I Use My Grandstream Handset
Jun 8
This page lists the most common operations performed on a Grandstream handset.
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Configuring your firewall or ACL to whitelist MaxoTel
Mar 26
The MaxoTel network operates across multiple IP ranges, which you may need to whitelist on your firewall ACL to ensure proper operation of your service.
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How Do I Nominate an Authorised Representative
Aug 30
This information describes nominating people that can contact MaxoTel directly in regards to your account.
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What International Destinations Can I Call From My Mobile Service?
Nov 13
This information only applies to mobile plans which include International Calls to Select Countries.
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My Account Portal (16)
Learn about the MaxoTel Portal.
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Hosted PBX Feature List (10)
Oct 15
MaxoTel Cloud Hosted PBX offers an extremely broad range of features, just some of which are documented below...
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Call Parking Guide
Sep 13
Call Parking is a common PBX feature that allows one person to place a call on hold and have any other phone on the PBX to pick up the call. MaxoTel's parking facility takes this a step further, by allowing you to completely customise multiple aspects of the function.
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BLF
Oct 16
What is BLF?
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Call Spy (1)
Jul 12
The call spy feature allows you to listen in to an active call on another extension on your PBX and speak to the agent (your staff member), without the customer (external caller) being able to hear you.
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Call Spy
Jul 12
The call spy feature allows you to listen in to an active call on another extension on your PBX and speak to the agent (your staff member), without the customer (external caller) being able to hear you.
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Call Recording and Monitoring Legal Requirements
Jul 12
In Australia, there is current legislation applicable to the recording and monitoring of phone calls.
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Caller ID Selection by Dial Code (Caller ID Toggle)
Sep 27
You can set the caller ID of your extension (phone) by using the *88 prefix. This is known as Caller ID Selection, or Caller ID toggle.
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Distinctive Ring
Oct 16
*Please note the following is Yealink only - Compatible Grandstream hardware can be set up with distinctive ring, however this must be configured manually. Please contact support for assistance with distinctive ring on compatible Grandstream devices
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Paging
Jun 4
Broadcast a message to an internal extension with Intercom/Page/Auto Answer.
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Smart Call Confirm
Oct 16
MaxoTel Smart Call Confirm is a smarter way to manage callers in queues that ring external numbers.
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Voicemail to Text
Oct 15
When you receive a voicemail, it will be automatically transcribed to text. This is a standard feature of the Voicemail offering and is provided at no additional cost.
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Feature Requests - Suggest a new feature!
Apr 6
Are we missing a feature that you'd like to have? Or do you have a suggestion on the way we could improve an existing feature?
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Caller ID Toggle
Sep 27
You can set the caller ID of your extension (phone) by using the *88 prefix. This is known as Caller ID Selection, or Caller ID toggle.
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Call Recording
Jul 12
The call recording feature, when enabled, records all inbound and outbound calls on your PBX.
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Number Porting FAQ (5)
Apr 17
Number porting allows you to bring your existing phone numbers to MaxoTel from another provider.
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Number Porting FAQ
Apr 17
Number porting allows you to bring your existing phone numbers to MaxoTel from another provider.
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Avoiding Cat C Porting Rejection Fees
Feb 26
PORT SUBMISSION >> LOSING PROVIDER/CARRIER VERIFICATION (PNV) >> DANGER ZONE (DO NOT CONTACT YOUR CARRIER) >> PORT ACCEPTED OR REJECTED >> CUT-OVER TO US (IF ACCEPTED)
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Number Port Rejection Reasons
Feb 12
During the number porting process, we submit a request for approval to the current carrier. They review the request, then decide whether to accept or reject the number port.
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Number Porting FAQ - Category A or C
Sep 10
Category A number ports are applicable only to single/standalone numbers delivered on:
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Number Porting FAQ - Verification Options
Feb 5
When submitting a number port through the My Account Portal, you will be asked to verify the ownership of the phone number.
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Transitioning Cat-C Services to Cat-A
Sep 18
You can attempt to change your existing 'complex' service with Telstra to a CAT-A or 'simple' service so it can be ported quick and easily, and to avoid the slow, expensive CAT-C process. Note: It is not possible to convert every number from a 100-block to CAT A services, but you can take the numbers you need.
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MaxoTel Portal Screenshots
Jun 6
Below are some screenshots of the MaxoTel portal.
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Time Switch Setup (3)
Sep 14
Time Switches allow customers to setup ways to change Call Routes of their incoming numbers, either automatically, or via their VoIP handsets. timeswitch
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Time Switch Setup
Sep 14
Time Switches allow customers to setup ways to change Call Routes of their incoming numbers, either automatically, or via their VoIP handsets. timeswitch
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Creating A and B Week Time Switches for Alternating Rosters
Sep 29
At present, the best way to achieve an alternating Time Switch is to create the regular time conditions for each week in a separate Time Switch, and then have a Master Time Switch which routes calls to the alternating Week time switches based on date overrides.
- Adding a Christmas Message or Public Holiday override to your Time Switch Sep 29
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Adding a Date Override on Today's date
Mar 21
Timeswitch Date Overrides give you the ultimate flexibility when dealing with public holidays and future scheduled events.
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Blocking phone numbers
Sep 21
If you are receiving threatening or nuisance calls, or some other unwanted calls, you can block specific caller's phone numbers from within the My Account Portal. This will blacklist the number and prevent them from calling into your system.
- How to Change Plan Nov 8
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Caller ID Pass thru on Forwarded and Diverted Calls
Jan 9
Configuring the outbound Caller ID Setting.
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How To (21)
Jan 16
Some guides on achieving common call-flow and setup requirements
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Adding a Custom Caller ID
Feb 1
Not Supported
- Adding an external number for diversion Oct 16
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Setting the default Caller ID for Outbound Calls
Feb 1
Caller ID (or Calling Line Identification/Presentation - CLIP), is the number presented to the receiving party when making a call from your MaxoTel VoIP service. It can be set to any phone number on your account, or to any number that can be verified as being owned by you (this is sometimes referred to as overstamping).
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Complex PBX Setup Example, IVR with After Hours
Jan 23
This example will take inbound calls from a number and pass the caller to an IVR (also known as an Auto Attendant) with options for Sales, Accounts and Support.
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Convert Sound Files for PBX
Jan 30
When uploading sounds to MaxoTel PBX, with the exception of hold music, the recommended format is a 16bit, 8khz wave file. This guide will step you through converting your existing audio track to this format.
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Making International Calls
Nov 6
You can make international calls from your MaxoTel service.
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PBX Setup Example, Queue with Time Switch
Jan 22
This example will take inbound calls to a number, check if the business is open and, if so, pass the call to a queue of several extensions.
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Setting up a Mobile Divert
Jan 23
This guide will show you how to divert (or forward) any direct calls to an extension to a mobile and, if unanswered, return the call to a voice mailbox, a queue or a ring group. Also known as Call Forwarding.
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Using a 4G wireless connection for redundancy
May 30
MaxoTel recommends always having a redundant internet connection wherever you are using VoIP services.
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Exporting Contacts From Outlook
Jun 17
To import your Outlook contact list to the directory in https://my.maxo.com.au/, you first need to export them from Outlook as a CSV file. The steps required will vary depending on your Outlook version.
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Configuring Calls to Divert When Offline
Aug 22
If, for any reason, your devices are offline, for example in the event of your site's internet dropping out, you can configure your PBX to automatically divert your calls. You may choose to divert to a voicemail, a mobile or group of mobiles, or an external landline number, for example.
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Using Hot Desking
Mar 5
Hot desking, or agent logins, allows you to take your Hosted PBX extension with you as you move around the office or between sites.
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Medical Practice PBX Setup Example
May 8
This example details one of the most common setups for medical clinics. It takes inbound calls to a main number, checks if the medical centre is open and, if so, plays a greeting before passing the call to a ring group of multiple reception phones. If the reception phones don't pick up (for example, if they're on a call), the callers are passed into a queue where they're played an announcement that staff are currently busy before calling several extensions. If the call is still unanswered, the caller is routed to voicemail and any messages are left are sent to the practice email address.
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Virtual Assistant PBX Setup Example
Oct 29
This article outlines a call flow setup example, commonly used by virtual assistants in service of their clients.
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Routing incoming calls to a new Time Switch
Jan 19
If your new Time Switch displays NOT ROUTED, incoming calls are currently going directly to an extension, ring group, call queue, or something else.
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Granting Account Access to Your MaxoTel Partner
Mar 16
To assist with managing your MaxoTel service, your MaxoTel Partner may request access to your MaxoTel Account Portal.
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Changing Outbound Caller ID
Feb 1
Caller ID (or Calling Line Identification/Presentation - CLIP), is the number presented to the receiving party when making a call from your MaxoTel VoIP service. It can be set to any phone number on your account, or to any number that can be verified as being owned by you (this is sometimes referred to as overstamping).
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Setting a Custom Sender ID to send SMS from your Company Name
Mar 14
Sending SMS messages from your business name is easy with MaxoTel
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Dealing with large volumes of incoming calls
Jun 28
Our Hosted PBX provides a number of tools to help manage large incoming call volumes
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Using Custom Auto Provisioning Templates
Apr 23
Custom provisioning templates can be used to apply advanced configuration for auto provisioning compatible phones on our Hosted PBX platform.
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Updating your Call Flow for Temporary Closures or Emergencies
Mar 5
Add an announcement or phone message to your phone system to ensure that all callers are aware of a temporary closure or different operating hours during an emergency.
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Portal Overview (18)
Jan 29
My Account Portal sections and their functions.
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Portal Guide - Call History
Jan 30
Call history provides a way to review and search for any inbound or outbound calls on your MaxoTel VoIP service, along with call cost and recordings (if enabled).
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Portal Guide - External Numbers
Jan 31
This page allows you to add external numbers, for example land lines or mobiles, for use in your MaxoTel VoIP service. Once added, these can be configured as destinations for inbound routes and PBX elements, or added into ring groups and queues as agents.
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Portal Guide - Hold Music
Feb 12
Music on hold is a collection of MP3 files, containing music or advertising, played to callers on hold or in call queues.
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Portal Guide - IVR
Feb 11
An IVR (or Auto Attendant) is a menu callers can navigate with the phone keypad. These are commonly used for a main company phone number, to provide the caller with options to reach a specific department.
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Portal Guide - Number Porting
Jan 24
My Porting Applications
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Portal Guide - Number Routing
Jan 29
Purchase a new phone number
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Portal Guide - PBX Extensions and Sip Trunks
Jan 29
The number of extensions currently used, along with the maximum number of unused extensions allowed within the current plan is displayed in the circle. If you have used your maximum number of extensions, please see How to Change Plan.
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Portal Guide - Page Groups
Feb 13
A page group is a set of extensions that can be simultaneously paged using broadcast, conferencing or a pre-recorded message. The extensions in the group will (if enabled), automatically answer the incoming page and place it on speaker. If auto-answer is disabled, the person at the extension will need to answer the call before hearing the message.
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Portal Guide - Queues
Jan 31
Call queues take incoming calls and place them in line to be answered by a group of extensions, while playing hold music to the caller.
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Portal Guide - Ring Groups
Feb 6
A ring group is a collection of extensions or external numbers that will be called simultaneously. This page, under Hosted PBX > Ring Groups allows you to add, reconfigure or manage ring groups on your PBX.
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Portal Guide - Sounds and Sound Events
Feb 7
Sounds are used in many places across a PBX, from greetings to general announcements. Sound events allow routing to an announcement as part of the PBX call flow, before sending the call to a queue, ring group, or other destination. This page provides options to create new sound files, manage existing sound files, along with creating and modifying any sound events.
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Portal Guide - Speed Dials
Feb 14
A speed dial is a means to dial a full phone number or other destination using a short code. This is helpful for calling a colleague's mobile, or a supplier's contact center, without dialing the full number each time.
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Portal Guide - Voicemail
Jan 30
Voice Mailboxes displays the current number of voice mailboxes configured and the maximum number included in the plan at the top of the table. If the limit has been reached and more mailboxes are required, please see How to Change Plan
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Portal Guide - Conferencing
May 15
A conference is a virtual meeting room, allowing multiple people, both internal and external, to join a call. This is commonly used for staff meetings, or for discussions with multiple stakeholders.
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Portal Guide - Address Book
Jun 27
An address book is a list of contacts, which can be synchronised with Yealink handsets, Grandstream handsets and cloud softphone to allow for dialling from the contacts on the handset.
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Portal Guide - Virtual Fax
Oct 3
Virtual fax allows you to send and receive faxes using your computer.
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Portal Guide - PBX Statistics
Sep 6
The PBX Statistics section provides information on calls received on your Hosted PBX system, enabling at-a-glance review of your caller and agent activity.
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Portal Guide - Location Routing
Sep 30
Advanced Geographic routing, with MOLI and Caller ID support
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Valid Caller ID
Sep 27
On the MaxoTel network, only caller ID's that have been authorised on your account may be used as caller ID.
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Getting Started Guide
Mar 29
This guide will give a brief overview of the steps required to get your new MaxoTel service up and running, ready to make and receive calls.
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Using Virtual Mobile Numbers
Oct 11
Virtual mobile numbers allow you to add a mobile number to your MaxoTel account which people can call, and enabling you to send and receive SMS messages from your computer.
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Two Factor Authentication
Oct 15
Two factor authentication (2FA) enhances your account security by requiring both your password and a one-time access code to login.
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Adding and Managing Portal Users
Sep 28
The Organisation Login system allows you to grant access to https://my.maxo.com.au/ for other members of your team. Their access can either be a full administrator or restricted, depending on the settings chosen.
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Signing In With Your Organisation Login
Sep 28
The Organisation Login system allows multiple users to login to and manage their devices and services.
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Signup Questions (12)
Answers about credit card topups, plan selection and more.
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Activation Help - Credit Card Charge Amounts
Sep 10
We apply two small pre-authorisation hold amounts to verify your payment method.
- Activation Troubleshooting - Credit Card Charge Amounts with ANZ Sep 10
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Bandwidth Requirements (2)
May 30
For each concurrent call, you will need 90Kbps of both upload and download bandwidth capacity.
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Bandwidth Requirements
May 30
For each concurrent call, you will need 90Kbps of both upload and download bandwidth capacity.
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Quality of Service (QoS)
Mar 11
Quality of Service is a feature of most modern routers that priorities certain types of traffic over others.
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Test Your Connection
May 30
You can test your internet speed using online tools such as www.speedtest.net
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I'm on the freedom plan - why was I charged a pre-paid top-up?
Mar 14
The freedom plan covers all of your calls to local, national, mobile and 1300 calls in Australia. International calls and calls to premium numbers are not included in the plan and operate on a pre-paid basis.
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MaxoTel Hosted PBX vs iiNet Small Business Phone
Mar 20
We compared MaxoTel's Freedom PBX plan to iiNet's BizPhone offering with no contract, and one Yealink T42S Phone, plus one Yealink T48S Phone. Below is a breakdown of the differences we identified.
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SIP Requirements
Aug 16
The MaxoTel network uses the following SIP specifications...
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What's included with an extension on the freedom plan?
Mar 6
Each individual device on your PBX will require it's own Extension.
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Rental, Leasing and Financing Options
Jan 4
Our Freedom plans can be bundled with a rental handset. For information on these plans, along with handset options, please see our website
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Can I transfer my Optus Loop service to MaxoTel?
Jan 4
Yes! In some cases you can even re-use your existing Yealink phones if they are not locked. Check your contract to make sure you own the handsets, or head to our online shop to buy new handsets, pre-configured to your service and owned by you.
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Can I transfer my Telstra DOT service to MaxoTel?
Jan 4
Yes! In some cases you can even re-use your existing Yealink phones if they are not locked. Check your contract to make sure you own the handsets, or head to our online shop to buy new handsets, pre-configured to your service and owned by you.
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Which ISP is recommended for the highest quality voice?
Jan 18
MaxoTel NBN is recommended for superior voice quality and low latency, however any ISP with a distance of 1 in the table below will provide great performance.
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Activation Troubleshooting - Credit Card Charge Amounts with Commonwealth
Nov 10
When activating your account with MaxoTel, you will receive two small verification charges on the credit card you provide during signup.
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Smart Features (8)
Your Hosted PBX is equipped with the latest features to save time and increase efficiency and productivity in the workplace.
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Busy Pips
Oct 15
The "Busy Pips" feature lets you know when the extension you have called is on another call.
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Main Number Callback
Nov 23
Main Number Callback is a smart call routing feature which can be applied to incoming numbers, sending any return calls from numbers you have recently dialed directly to your extension.
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Ta-da - No more phone tag
Oct 15
Two callers that call each other at the same time are connected together. Ta-da!
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Smart Call Confirm
Oct 16
MaxoTel Smart Call Confirm is a smarter way to manage callers in queues that ring external numbers.
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SMS Messaging Groups
Oct 11
SMS Messaging Groups allow teams to send and receive SMS messages from a single inbox using email
- Handset Mobility - Working from Home or Remotely May 6
- Handset Mobility - Working from Home or Remotely May 6
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Working From Home
May 11
What's required?Your MaxoTel Hosted PBX service comes with working remotely and working from home capability right out of the box, all that's required is an internet connection or mobile phone with available data.
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Troubleshooting Articles (24)
Answers to common VoIP and Hosted PBX problems
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Troubleshooting Articles
Sep 20
Answers to common VoIP and Hosted PBX problems
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3CX Suddenly Loses SIP Trunk Registration
Dec 6
If your 3CX server suddenly loses registration with your MaxoTel service, it may be one of the following common reasons:
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Calls dropping after 30 seconds on NEC PBX
Sep 3
In some cases, a NEC PBX may drop calls in progress after they have been connected for almost exactly 30 seconds.
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Cannot connect over Optus 4G
May 30
We have had a number of customers report that they are unable to connect to MaxoTel over the Optus Wireless 4G network.
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Cant make outbound calls on Grandstream handsets
Jan 11
Problem:
- Cisco SPA112 and SPA122 - Retrieving the Base IP Address Jan 17
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Conducting a Packet Capture on Yealink
Jan 17
Yealink phones have an included feature where they can capture all call data and export it for review. We may request this if the problem is particularly complex.
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Error 503 / Server Unavailable / Could Not Connect to Server
Nov 28
If you receive one of the following errors:
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Error Code 5xx
Mar 15
If you hear a coded error message, it is usually due to an internal error and it should be reported to our support team as soon as possible.
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Ghost Calls (3)
May 22
Ghost calls (also known as phantom calls) are calls received on your handset that did not originate from the MaxoTel network. Typically these calls come in over your local network or internet connection and can be caused by a number of network factors.
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Ghost Calls
May 22
Ghost calls (also known as phantom calls) are calls received on your handset that did not originate from the MaxoTel network. Typically these calls come in over your local network or internet connection and can be caused by a number of network factors.
- Blocking Ghost Calls on Grandstream Handsets Aug 14
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Blocking Ghost Calls on W52P
May 22
If you are receiving unsolicited calls on your Yealink W52P cordless phone(s), but those calls don't appear in your MaxoTel call history, you may be receiving "Ghost" calls on your local network.
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Blocking Ghost Calls on Yealink Phones
Jun 19
Depending on the firmware of your Yealink Handset, you will find the Accept SIP Trust Server Only option in one of two places.
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Internet Service Providers Blocking SIP
Nov 28
MaxoTel's VoIP services use an industry standard protocol called SIP. (See: What is SIP?)
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NAT Issues (2)
Jun 13
NAT stands for "Network Address Translation"
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NAT Issues
Jun 13
NAT stands for "Network Address Translation"
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Changing the Local SIP Port on Yealink Phones
Nov 14
A common workaround for NAT Issues is to change the SIP source port to a different number on each handset.
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Changing the Local SIP Port on Grandstream GRP Phones
Mar 31
A common workaround for NAT Issues is to change the SIP source port to a different number on each handset.
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SIP ALG (13)
Jun 13
SIP ALG stands for "Session Initiation Protocol Application Layer Gateway".
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SIP ALG
Jun 13
SIP ALG stands for "Session Initiation Protocol Application Layer Gateway".
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Disabling SIP ALG - D-Link
Jan 24
Note that as this process may temporarily interrupt your internet connection and phone service, we recommend doing this in an off-peak period or outside of business hours.
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Disabling SIP ALG - Linksys EA
Jan 17
Note that as this process may temporarily interrupt your internet connection and phone service, we recommend doing this in an off-peak period or outside of business hours.
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Disabling SIP ALG - Netcomm Routers
Jun 13
Note that this process will reboot your router - which will temporarily take your internet connection and phone service offline.
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Disabling SIP ALG - Netgear ProSafe
Jan 17
Note that as this process may temporarily interrupt your internet connection and phone service, we recommend doing this in an off-peak period or outside of business hours.
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Disabling SIP ALG - Netgear Routers
Jun 13
Note that this process will reboot your router - which will temporarily take your internet connection and phone service offline.
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Disabling SIP ALG - Sonicwall
Jan 17
Note that as this process may temporarily interrupt your internet connection and phone service, we recommend doing this in an off-peak period or outside of business hours.
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Disabling SIP ALG - TPLink
Jan 17
Note that as this process may temporarily interrupt your internet connection and phone service, we recommend doing this in an off-peak period or outside of business hours.
- Disabling SIP ALG - Mikrotik Routers Apr 26
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Disabling SIP ALG - ASUS
May 8
Note that, as this process may temporarily interrupt your internet connection and phone service, we recommend doing this in an off-peak period or outside of business hours.
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Disabling SIP ALG - Ubiquiti EdgeRouter
Jul 1
Note that, as this process may temporarily interrupt your internet connection and phone service, we recommend doing this in an off-peak period or outside of business hours.
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Disabling SIP ALG - Sophos XG
Nov 11
Note that, as this process may temporarily interrupt your internet connection and phone service, we recommend doing this in an off-peak period or outside of business hours.
- Disabling SIP ALG - Draytek Feb 10
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Disabling SIP ALG - UNIFI USG
Jan 18
Note that, as this process may temporarily interrupt your internet connection and phone service, we recommend doing this in an off-peak period or outside of business hours.
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Yealink Cordless Phones - Only One or No Phones Ringing
Jun 13
If you have multiple cordless handsets registered to one base stations, some settings will apply to all phones.
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Yealink W60 / W52 / W56 Cordless Phones - How to get the Base IP address
Aug 1
On the Cordless Handset, complete the following steps...
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Running an MTR
Jul 26
As part of troubleshooting any call issues, our team may ask you to perform an MTR.
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Virtual Fax Troubleshooting
Nov 19
When using our fax service, we log any failed faxes with an error message to help diagnose any failures. These are displayed in the fax inbox, which you can find by logging in to https://my.maxo.com.au/, selecting Other Services, then Virtual Fax, and hovering over the Failed notification for any faxes. They'll also be sent on any emails from the virtual fax system.
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Known Incompatible Routers
Dec 17
This page lists any modems/routers that have been identified as incompatible with our services.
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Can't Receive Incoming Calls
Jan 4
Help! I'm not receiving any incoming calls. My phone number is not working!
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Deactivating iMessage
Mar 13
If you're not receiving inbound SMS messages on a mobile number you've ported in, which was previously used on an iPhone, iMessage may be the cause.
- Grandstream DP752 - Retrieving the Base IP Address Jan 6
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IVR Prompts or Failed Calls When Dialling Out With a Telstra Custom Caller ID
Jun 29
As part of Telstra's response to new telecommunications industry regulations around reducing scam calls, Telstra are now prompting users to respond with a key press when they receive a call from MaxoTel where the phone number presented is one that resides on Telstra's network. In some cases where the receiving party is not with Telstra, the calls may fail to connect.
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Why are people getting missed calls from my number?
Apr 12
Caller ID Spoofing is a technique used by scammers to falsify the caller identification information displayed on the recipient's phone or other communication devices. It allows the caller to disguise their real identity and make the call appear to be coming from a different number or a different name.
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Running Ping Plotter
May 26
Ping Plotter can assist with diagnosing network issues, and you may be asked to run this by our team.
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IVR Prompts When Dialling Out With a Telstra Custom Caller ID
Jun 29
As part of Telstra's response to new telecommunications industry regulations around reducing scam calls, Telstra are now prompting users to respond with a key press when they receive a call from MaxoTel where the phone number presented is one that resides on Telstra's network. In some cases where the receiving party is not with Telstra, the calls may fail to connect.
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Updating your Call Flow for Temporary Closures or Emergencies
Add an announcement or phone message to your phone system to ensure that all callers are aware of a temporary closure or different operating hours during an emergency.
Service Status
Is your service not working? Check our status page.
Send an Email
Office Hours
Normal Hours
Monday-Friday 7:30AM-7:30PM AEST
Saturday 10:00AM-2:00PM AEST
Saturday 10:00AM-2:00PM AEST
Call Us
National 1800 12 12 10
Brisbane 07 3123 5300
Toowoomba 07 4646 4242
These numbers are all free to call from your MaxoTel VoIP Service
Fax
Brisbane 07 3123 5320
Address
By appointment only.
Australian Sales team about our phone system plans?