Support Centre
Our comprehensive support centre may already have the answer to your question!-
Configuration Guides (7)
How to configure your VoIP hardware or PC/App softphone
- Configuration Guides How to configure your VoIP hardware or PC/App softphoneSep 9
- Phone Systems (2)Setup Guides for Phone Systems can be found hereNov 8
- Setup Guide for Asterisk Asterisk is fully compatible with MaxoTel VoIP.Mar 15
- 3CX SIP Trunking Nov 8
- Desk Phones (5)Sep 9
- Yealink (11)Setup Guides for Yealink desk phones can be found hereSep 9
- Yealink BLF Configuration Sep 13
- Yealink Call Parking Sep 13
- Manually Configure Yealink T4 Series (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.Sep 9
- Manually Configure Yealink T5 Series (T52/T54/T56/T58)Sep 9
- Manually Configure Yealink Cordless (W52P/W60PKG)Sep 9
- International Call Blocking on Yealink Phones Blocking on all phonesJan 30
- Yealink Address Book Setup Your Yealink handset can be configured to subscribe to any of the Address Books configured in the My Account Portal.Jun 27
- Locating a Handset MAC Address The MAC address of a handset acts as a unique identifier, and is required when adding handsets to the automatic provisioning system.Oct 9
- Factory Reset Yealink Phones Factory resetting Yealink phones can be done using the handset or base station.Nov 18
- Yealink Automatic Provisioning Provisioning of Yealink phones for Hosted PBX services can now be done through https://my.maxo.com.au/Nov 19
- Using WiFi and Bluetooth on Yealink Phones 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.May 15
- Cisco (8)Sep 9
- Cisco SPA525G Series Setup Guide Sep 9
- Cisco SPA BLF Setup Guide 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 emailing support@maxo.com.au.Sep 20
- Cisco SPA Call Park String Example Sep 6
- Cisco SPA BLF for ATT Console Sep 9
- Cisco ATA FAXING Guide 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 GuideSep 26
- Cisco SPA Series Setup Guide Sep 9
- Cisco SPA504G Setup Guide Setup Guide for Cisco SPA504G, 508G, 509G, 512GNov 25
- Cisco SPA112 ATA Setup Guide Setup Guide for Cisco SPA112 and SPA122 ATA DevicesNov 25
- Grandstream (12)Setup Guides for Grandstream desk phones can be found hereSep 9
- Grandstream GXP2140 Setup Guide Sep 9
- Grandstream GXP2160 Setup Guide Sep 9
- Grandstream GXP2170 Setup Guide Sep 9
- Grandstream GXV3275 Setup Guide Sep 9
- Grandstream BLF Configuration for Timeswitches and Call Parks This guide will step you through the necessary changes to your Grandstream to allow BLF control of call parks and time switches.Nov 12
- Connecting Grandstream GRP261X Phones to WiFi If you don't have an ethernet cable available, the Grandstream GRP2612W, GRP2614, GRP2615 & GRP2616 can instead connect to a WiFi network.Jun 8
- Updating the Firmware on Grandstream GRP261X Phones 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:Jun 8
- Using Bluetooth Devices with Grandstream GRP261X The Grandstream GRP2614, GRP2615 and GRP2616 devices support bluetooth, allowing you to connect a bluetooth headset, for example, to the phone.Jun 8
- Using a Wireless Plantronics Headset with Grandstream GRP261X 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.Jun 12
- Grandstream HT801 and HT802 ATA Setup Guide 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.Aug 10
- Grandstream Automatic Setup & Provisioning 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.Jan 28
- Grandstream GRP Automatic Provisioning 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.Jan 28
- Polycom (1)Setup guides for Polycom handsets can be found hereFeb 18
- Snom Setup Guide Snom Handset Setup Guide (370, 815, 875 and more)Jul 4
- SoftPhones (8)Setup Guides for SoftPhones can be found hereSep 9
- MaxoTel Cloud Softphone (1)Please Note: MaxoTel Cloud Softphone can only be used with our Hosted PBX Plans. It is not compatible with our SIP trunking plans.Nov 2
- MaxoTel Cloud Softphone Please Note: MaxoTel Cloud Softphone can only be used with our Hosted PBX Plans. It is not compatible with our SIP trunking plans.Nov 2
- Logging Out of Cloud Softphone Before you can switch Cloud Softphone to another device, you'll need to log out of the application.Feb 10
- GS Wave for IOS and Android Before you begin, we recommend using MaxoTel Cloud Softphone which uses PUSH notifications to save battery life.Sep 8
- X-Lite / Bria for Windows and Mac 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.Sep 12
- Zoiper for Windows and Mac 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.Sep 12
- Zoiper For IOS and Android Sep 12
- Bria For IOS and Android Setup Guide for Bria on iPhone and AndroidSep 12
- Grandstream Wave Setup Guide This article has been moved to GS Wave for IOS and AndroidOct 3
- X-Lite for Windows and Mac 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.Sep 12
- Cordless Phones (9)Setup Guides for cordless phones can be found hereSep 9
- 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
- Panasonic KX-TGP 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.May 17
- Gigaset Call Transfer Guide 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.Jun 14
- Grandstream DP752 Setup Guide Jun 9
- Pairing Grandstream DP722 and DP730 with DP752 Base Stations 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:Jan 6
- Conference Phones (1)Setup Guides for Conference Phones can be found hereSep 9
- Disable Call Waiting on Yealink Phones Sep 28
- Other Devices (3)Setup guides for other devices, including VoIP capable routers, can be found here.Jan 6
- FritzBox 7390 Configuration 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.Jun 14
- TP-Link Archer 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.Jan 6
- Fanvil iw30 Speaker Configuration guide for the Fanvil iw30 Loud SpeakerDec 7
-
Dialling Codes (2)
A reference of feature codes and service numbers
-
Frequently Asked Questions (43)
Answers to some frequently asked questions and common problems.
- Are phone number ranges available? They certainly are! We can offer any length of number range, from 5 to 10,000 in any of our available Phone number locations.Mar 14
- Do you support Multiple Registrations? 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.Jan 25
- Emergency Calls (000) 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.Mar 15
- Forgotten Password Simply click on "Forgotten your password? Click here" at the bottom of the login screen.Mar 15
- How do I set up my phone? The easiest way to set up your phones is to use our automatic provisioning system for Yealink and Grandstream GRP series phones.Mar 14
- How quickly can I get up and running? 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.Mar 15
- How reliable is VoIP? 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.Mar 14
- How secure is our service? 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.Mar 14
- How to Send a Fax Faxes can be sent through the MaxoTel Portal.Oct 15
- I didn't receive my activation e-mail If you haven't received an activation email after signing up, please click here to have it resent, or contact support.Mar 15
- Internal Services Numbers If you are on a hosted PBX plan, please see Dialling Codes for PBX-specific dialing codes.Mar 15
- Is a tax invoice available for the test credit card transactions? 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.Mar 14
- Phone number locations We offer phone numbers in the following locations...Mar 14
- Setting up Voicemail 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.Mar 15
- Shared in-dial access numbers Your friends and family can call your MaxoTel SIP Trunk using the shared access numbers below. You can also use the shared indials for your customers to participate in a conference.Mar 15
- Transferring Calls - Yealink Call transfers can be made as one of two types:Feb 15
- What Payment Methods Are Supported? 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.Mar 21
- What VoIP Protocols are supported? We support SIP over UDP, which we have found to be very reliable, scalable, with performance.Mar 15
- What do I need to get started? Your broadband needs to meet the minimum requirements listed in What kind of internet connection do I need?Mar 14
- What happens if my internet connection drops out? 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...May 30
- What is Hosted PBX Sep 12
- What is IPND? 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.Jan 25
- What is SIP? SIP stands for "Session Initiation Protocol", which is the industry standard for Voice over IP (VoIP) calling.Aug 16
- What is VoIP? 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!Mar 14
- What is a Caller ID Prefix? 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.Jan 29
- What is a DID? 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.Mar 14
- What is a Line? The number of Lines you choose is the number of concurrent calls you can have active at once, incoming and outgoing.Mar 14
- What is an Extension? 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.Mar 14
- What is the Difference Between Attended and Blind Transfers? 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.Feb 15
- What kind of internet connection do I need? You need a broadband connection to use VoIP services.Mar 14
- Which codecs are supported? Our network supports the following codecs...Mar 14
- How do I Use My Yealink Handset? 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.Apr 9
- Setting Up Conferencing 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.May 20
- Missed calls from 0444444444 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.Jul 9
- Cloud Softphone Usage Guide 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 SoftphoneJul 23
- How To Send and Receive SMS Messages Oct 11
- Is there an App for iPhone, Android, Samsung, or Pixel? Yes! You can make and receive calls using the Cloud Softphone App on any of our Hosted PBX plans.Jan 4
- Adding or Buying More Extensions If you run out of PBX Extensions, you will need to upgrade your plan. It is not possible to buy a single extension.Jan 4
- Handset Light Flashing - Voicemail and Missed Call Notifications If the light on your handset is flashing, you may have unread Voicemail, or unacknowledged Missed Call Notifications.Jan 4
- Configuring your firewall or ACL whitelist 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.Mar 26
- Looking Up Contacts on Grandstream GRP Phones Quick MatchYour Grandstream handset can quickly look up contacts added either locally to the phone, or from a synchronised address book.Jun 19
- How Do I Use My Grandstream Handset This page lists the most common operations performed on a Grandstream handset.Jun 8
- Configuring your firewall or ACL to whitelist MaxoTel 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.Mar 26
-
My Account Portal (16)
Learn about the MaxoTel Portal.
- Hosted PBX Feature List (9)MaxoTel Cloud Hosted PBX offers an extremely broad range of features, just some of which are documented below...Oct 15
- Call Parking Guide 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.Sep 13
- BLF What is BLF?Oct 16
- Call Spy (1)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.Jul 12
- Call Spy 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.Jul 12
- Call Recording and Monitoring Legal Requirements In Australia, there is current legislation applicable to the recording and monitoring of phone calls.Jul 12
- Caller ID Toggle You can set the caller ID of your extension (phone) by using the *88 prefix.Sep 27
- Distinctive Ring The distinctive ring feature makes it easy to differentiate between internal and external calls without even looking at your phone.Oct 16
- Paging Broadcast a message to an internal extension with Intercom/Page/Auto Answer.Jun 4
- Smart Call Confirm MaxoTel Smart Call Confirm is a smarter way to manage callers in queues that ring external numbers.Oct 16
- Voicemail to Text 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.Oct 15
- Feature Requests - Suggest a new feature! 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?Apr 6
- Call Recording The call recording feature, when enabled, records all inbound and outbound calls on your PBX.Jul 12
- Number Porting FAQ (5)Number porting allows you to bring your existing phone numbers to MaxoTel from another provider.Apr 17
- Number Porting FAQ Number porting allows you to bring your existing phone numbers to MaxoTel from another provider.Apr 17
- Avoiding Cat C Porting Rejection Fees PORT SUBMISSION >> LOSING PROVIDER/CARRIER VERIFICATION (PNV) >> DANGER ZONE (DO NOT CONTACT YOUR CARRIER) >> PORT ACCEPTED OR REJECTED >> CUT-OVER TO US (IF ACCEPTED)Feb 26
- Number Port Rejection Reasons 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.Feb 12
- Number Porting FAQ - Category A or C Category A number ports are applicable only to single/standalone numbers delivered on...Sep 10
- Number Porting FAQ - Verification Options When submitting a number port through the My Account Portal, you will be asked to verify the ownership of the phone number.Feb 5
- Transitioning Cat-C Services to Cat-A 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.Sep 18
- MaxoTel Portal Screenshots Below are some screenshots of the MaxoTel portal.Jun 6
- Time Switch Setup (3)Time Switches allow customers to setup ways to change Call Routes of their incoming numbers, either automatically, or via their VoIP handsets. timeswitchSep 14
- Time Switch Setup Time Switches allow customers to setup ways to change Call Routes of their incoming numbers, either automatically, or via their VoIP handsets. timeswitchSep 14
- Creating A and B Week Time Switches for Alternating Rosters 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.Sep 29
- Adding a Christmas Message or Public Holiday override to your Time Switch Sep 29
- Adding a Date Override on Today's date Timeswitch Date Overrides give you the ultimate flexibility when dealing with public holidays and future scheduled events.Mar 21
- Blocking phone numbers 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.Sep 21
- How to Change Plan Nov 8
- Caller ID Pass thru on Forwarded and Diverted Calls Configuring the outbound Caller ID Setting.Jan 9
- How To (13)Some guides on achieving common call-flow and setup requirementsJan 16
- Adding a Custom Caller ID To add a fixed phone or mobile number you own to the available caller ID list for overstamping, navigate to Account Options from the account menu at the top right of the My Account PortalFeb 1
- Adding an external number for diversion Oct 16
- Changing Outbound Caller ID Caller ID (cid or clip), the number presented to the receiving party when making a call from your MaxoTel VoIP service, 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).Feb 1
- Complex PBX Setup Example, IVR with After Hours 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.Jan 23
- Convert Sound Files for PBX 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.Jan 30
- Making International Calls You can make international calls from your MaxoTel service.Nov 6
- PBX Setup Example, Queue with Time Switch 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.Jan 22
- Setting up a Mobile Divert 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.Jan 23
- Using a 4G wireless connection for redundancy MaxoTel recommends always having a redundant internet connection wherever you are using VoIP services.May 30
- Exporting Contacts From Outlook 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.Jun 17
- Configuring Calls to Divert When Offline 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.Aug 22
- Using Hot Desking Hot desking, or agent logins, allows you to take your Hosted PBX extension with you as you move around the office or between sites.Mar 5
- Medical Practice PBX Setup Example 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.May 8
- Portal Overview (17)My Account Portal sections and their functions.Jan 29
- Portal Overview My Account Portal sections and their functions.Jan 29
- Portal Guide - Call History 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).Jan 30
- Portal Guide - External Numbers 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.Jan 31
- Portal Guide - Hold Music Music on hold is a collection of MP3 files, containing music or advertising, played to callers on hold or in call queues.Feb 12
- Portal Guide - IVR 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.Feb 11
- Portal Guide - Number Porting My Porting ApplicationsJan 24
- Portal Guide - Number Routing Purchase a new phone numberJan 29
- Portal Guide - PBX Extensions and Sip Trunks 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.Jan 29
- Portal Guide - Page Groups 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.Feb 13
- Portal Guide - Queues 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.Jan 31
- Portal Guide - Ring Groups 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.Feb 6
- Portal Guide - Sounds and Sound Events 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.Feb 7
- Portal Guide - Speed Dials 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.Feb 14
- Portal Guide - Voicemail 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 PlanJan 30
- Portal Guide - Conferencing 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.May 15
- Portal Guide - Address Book 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.Jun 27
- Portal Guide - Virtual Fax Virtual fax allows you to send and receive faxes using your computer.Oct 3
- Portal Guide - PBX Statistics 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.Sep 6
- Valid Caller ID On the MaxoTel network, only caller ID's that have been authorised on your account may be used as caller ID.Sep 27
- Getting Started Guide 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.Mar 29
- Using Virtual Mobile Numbers 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.Oct 11
- Two Factor Authentication Two factor authentication (2FA) enhances your account security by requiring both your password and a one-time access code to login.Oct 15
- Adding and Managing Portal Users 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.Sep 28
- Signing In With Your Organisation Login The Organisation Login system allows multiple users to login to and manage their devices and services.Sep 28
-
Signup Questions (12)
Answers about credit card topups, plan selection and more.
- Activation Help - Credit Card Charge Amounts We charge two small amounts to verify your payment method.Sep 10
- Activation Troubleshooting - Credit Card Charge Amounts with ANZ Sep 10
- Bandwidth Requirements (2)For each concurrent call, you will need 90Kbps of both upload and download bandwidth capacity.May 30
- Bandwidth Requirements For each concurrent call, you will need 90Kbps of both upload and download bandwidth capacity.May 30
- Quality of Service (QoS) Quality of Service is a feature of most modern routers that priorities certain types of traffic over others.Mar 11
- Test Your Connection You can test your internet speed using online tools such as www.speedtest.netMay 30
- I'm on the freedom plan - why was I charged a pre-paid top-up? 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.Mar 14
- MaxoTel Hosted PBX vs iiNet Small Business Phone 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.Mar 20
- SIP Requirements The MaxoTel network uses the following SIP specifications...Aug 16
- What's included with an extension on the freedom plan? Each individual device on your PBX will require it's own Extension.Mar 6
- Rental, Leasing and Financing Options Our Freedom plans can be bundled with a rental handset. For information on these plans, along with handset options, please see our websiteJan 4
- Can I transfer my Optus Loop service to MaxoTel? 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.Jan 4
- Can I transfer my Telstra DOT service to MaxoTel? 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.Jan 4
- Which ISP is recommended for the highest quality voice? Aussie Broadband is the recommended ISP to use with MaxoTel, however any ISP with a distance of 1 in the table below will provide superior performance.Jan 18
- Activation Troubleshooting - Credit Card Charge Amounts with Commonwealth When activating your account with MaxoTel, you will receive two small verification charges on the credit card you provide during signup.Nov 10
-
Smart Features (8)
Your Hosted PBX is equipped with the latest features to save time and increase efficiency and productivity in the workplace.
- Busy Pips The "Busy Pips" feature lets you know when the extension you have called is on another call.Oct 15
- Main Number Callback 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.Nov 23
- Ta-da - No more phone tag Two callers that call each other at the same time are connected together. Ta-da!Oct 15
- Smart Call Confirm MaxoTel Smart Call Confirm is a smarter way to manage callers in queues that ring external numbers.Oct 16
- SMS Messaging Groups SMS Messaging Groups allow teams to send and receive SMS messages from a single inbox using emailOct 11
- Handset Mobility - Working from Home or Remotely May 6
- Handset Mobility - Working from Home or Remotely May 6
- Working From Home 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.May 11
-
Troubleshooting Articles (20)
Answers to common VoIP and Hosted PBX problems
- Troubleshooting Articles Answers to common VoIP and Hosted PBX problemsSep 20
- 3CX Suddenly Loses SIP Trunk Registration If your 3CX server suddenly loses registration with your MaxoTel service, it may be one of the following common reasons:Dec 6
- Calls dropping after 30 seconds on NEC PBX In some cases, a NEC PBX may drop calls in progress after they have been connected for almost exactly 30 seconds.Sep 3
- Cannot connect over Optus 4G We have had a number of customers report that they are unable to connect to MaxoTel over the Optus Wireless 4G network.May 30
- Cant make outbound calls on Grandstream handsets Problem:Jan 11
- Cisco SPA112 and SPA122 - Retrieving the Base IP Address Jan 17
- Conducting a Packet Capture on Yealink 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.Jan 17
- Error 503 / Server Unavailable / Could Not Connect to Server If you receive one of the following errors:Nov 28
- Error Code 5xx 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.Mar 15
- Ghost Calls (3)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.May 22
- Ghost Calls 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.May 22
- Blocking Ghost Calls on Grandstream Handsets Aug 14
- Blocking Ghost Calls on W52P 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.May 22
- Blocking Ghost Calls on Yealink Phones Depending on the firmware of your Yealink Handset, you will find the Accept SIP Trust Server Only option in one of two places.Jun 19
- Internet Service Providers Blocking SIP MaxoTel's VoIP services use an industry standard protocol called SIP. (See: What is SIP?)Nov 28
- NAT Issues (2)NAT stands for "Network Address Translation"Jun 13
- NAT Issues NAT stands for "Network Address Translation"Jun 13
- Changing the Local SIP Port on Yealink Phones A common workaround for NAT Issues is to change the SIP source port to a different number on each handset.Nov 14
- Changing the Local SIP Port on Grandstream GRP Phones A common workaround for NAT Issues is to change the SIP source port to a different number on each handset.Mar 31
- SIP ALG (13)SIP ALG stands for "Session Initiation Protocol Application Layer Gateway".Jun 13
- SIP ALG SIP ALG stands for "Session Initiation Protocol Application Layer Gateway".Jun 13
- Disabling SIP ALG - D-Link 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.Jan 24
- Disabling SIP ALG - Linksys EA 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.Jan 17
- Disabling SIP ALG - Netcomm Routers Note that this process will reboot your router - which will temporarily take your internet connection and phone service offline.Jun 13
- Disabling SIP ALG - Netgear ProSafe 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.Jan 17
- Disabling SIP ALG - Netgear Routers Note that this process will reboot your router - which will temporarily take your internet connection and phone service offline.Jun 13
- Disabling SIP ALG - Sonicwall 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.Jan 17
- Disabling SIP ALG - TPLink 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.Jan 17
- Disabling SIP ALG - Mikrotik Routers Apr 26
- Disabling SIP ALG - ASUS 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.May 8
- Disabling SIP ALG - Ubiquiti EdgeRouter 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.Jul 1
- Disabling SIP ALG - Sophos XG 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.Nov 11
- Disabling SIP ALG - Draytek Feb 10
- Disabling SIP ALG - UNIFI USG 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.Jan 18
- Yealink Cordless Phones - Only One or No Phones Ringing If you have multiple cordless handsets registered to one base stations, some settings will apply to all phones.Jun 13
- Yealink W60 / W52 / W56 Cordless Phones - How to get the Base IP address On the Cordless Handset, complete the following steps...Aug 1
- Running an MTR As part of troubleshooting any call issues, our team may ask you to perform an MTR.Jul 26
- Virtual Fax Troubleshooting 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.Nov 19
- Known Incompatible Routers This page lists any modems/routers that have been identified as incompatible with our services.Dec 17
- Can't Receive Incoming Calls Help! I'm not receiving any incoming calls. My phone number is not working!Jan 4
- Deactivating iMessage 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.Mar 13
- Grandstream DP752 - Retrieving the Base IP Address Jan 6
Service Status
Is your service not working? Check our status page.
Send an Email
Office Hours
Normal Hours
Monday-Friday 9:00am-5:00pm in every Australian Timezone
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
Office 8/189-197 Anzac Ave
Harristown QLD 4350
By appointment only.