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How to configure your VoIP hardware or PC/App softphone

Setup Guides for Phone Systems can be found here

Setup Guides for SoftPhones can be found here

Setup Guides for cordless phones can be found here

Setup Guides for Conference Phones can be found here

A reference of feature codes and service numbers

What is Call Pickup?

Call Steal allows you to take over a call that is either in progress or on-hold on another extension on your PBX.

They certainly are! We can offer any length of number range, from 5 to 10,000 in any of our available Phone number locations.

Just dial 02 8071 4000 from any landline or mobile in Australia, and you will be called back within 10 seconds (if you have configured your account to call you back). It will even call you back if your caller id is restricted.

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.

000 - Connects directly to emergency services. You are advised to call 000 from a traditional landline phone or mobile, and not your VoIP phone.

Simply click on "Forgotten your password? Click here" at the bottom of the login screen.

You should go to our setup guides section to learn how to set up some of the major devices currently available on the market. It is actually quite easy to set up your VoIP device, it is usually the firewall that gives you problems, so make sure you have forwarded those ports!

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.

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.

Our website has a high grade 256 bit SSL encryption engine using our certificate, which is the same level of encrypotion used by most internet banking websites.

Faxes can be sent through the MaxoTel Portal.

If you haven't received an activation email after signing up, please click here to have it resent, or contact support.

If you are on a hosted PBX plan, please see Dialling Codes for PBX-specific dialing codes.

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.

We offer phone numbers in the following locations...

A voicemail allows your callers to leave you a message, in case you're unavailable. To set up a voicemail, click Voicemail on the left-hand menu, then click + New Voicemail Box and enter the mailbox details.

Your friends and family can call your MaxoTel extension using the shared access numbers below. You can also use the shared indials for your customers to participate in a conference.

Call transfers can be made as one of two types:

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.

We support SIP over UDP, which we have found to be very reliable, scalable, with performance.

Your broadband needs to meet the minimum requirements listed in What kind of internet connection do I need?

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...

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.

SIP stands for "Session Initiation Protocol", which is the industry standard for Voice over IP (VoIP) calling.

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!

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.

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.

The number of Lines you choose is the number of simultaneous calls you can have active at once, incoming and outgoing.

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 5 digit extension number, and you can call other MaxoTel extensions for free! (Including extensions on other people's MaxoTel accounts - so that you can ring your friends for free if they have an MaxoTel account). 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.

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.

You need a broadband connection to use VoIP services.

Our network supports the following codecs...

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.

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.

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.

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 SoftphoneThis guide will cover the most used features of Cloud Softphone

Before you can receive SMS messages, please ensure you've setup a virtual mobile number, per Using Virtual Mobile Numbers

MaxoTel Cloud Hosted PBX offers an extremely broad range of features, just some of which are documented below...

The call recording feature, when enabled, records all inbound and outbound calls on your PBX.

Q. What costs are involved in number porting (transferring a number to MaxoTel)?

Below are some screenshots of the MaxoTel portal.

Time Switches allow customers to setup ways to change Call Routes of their incoming numbers, either automatically, or via their VoIP handsets. timeswitch

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.

If you need to change the Plan of your MaxoTel account, simply log in to https://my.maxo.com.au/ and click on 'Submit a Ticket':

Configuring the outbound Caller ID Setting.

Some guides on achieving common call-flow and setup requirements

My Account Portal sections and their functions.

On the MaxoTel network, only caller ID's that have been authorised on your account may be used as caller ID.

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.

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.

Two factor authentication (2FA) enhances your account security by requiring both your password and a one-time access code to login.

We charge two small amounts to verify your payment method.

For each concurrent call, you will need 90Kbps of both upload and download bandwidth capacity.

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.

We compared MaxoTel's Freedom plan to iiNet's BizPhone offering. Below is a breakdown of the differences we identified.

The MaxoTel network uses the following SIP specifications...

Each individual device on your PBX will require it's own Extension.

The "Busy Pips" feature lets you know when the extension you have called is on another call.

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.

Two callers that call each other at the same time are connected together. Ta-da!

MaxoTel Smart Call Confirm is a smarter way to manage callers in queues that ring external numbers.

SMS Messaging Groups allow teams to send and receive SMS messages from a single inbox using email

Answers to common VoIP and Hosted PBX problems

On occasion, 3CX servers may automatically blacklist the MaxoTel SIP server. This has been observed as an issue arising in recent version of 3CX.

In some cases, a NEC PBX may drop calls in progress after they have been connected for almost exactly 30 seconds.

We have had a number of customers report that they are unable to connect to MaxoTel over the Optus Wireless 4G network.

Problem:

Before you can retrieve the IP of the ATA, you will need to ensure the following is completed:

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.

If you receive one of the following errors:

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.

Ghost calls (also known as phantom calls) are calls received on your handset that did not originate from the MaxoTel network. Typically these calls coming in over your local network or internet connection and can be caused by a number of network factors.

MaxoTel's VoIP services use an industry standard protocol called SIP. (See: What is SIP?)

NAT stands for "Network Address Translation"

SIP ALG stands for "Session Initiation Protocol Application Layer Gateway".

If you have multiple cordless handsets registered to one base stations, some settings will apply to all phones.

On the Cordless Handset, complete the following steps...