HostedPBX Frequently Asked Questions

Can I keep my current phone numbers?
Almost always the answer is Yes. You can either divert your existing numbers onto the VOIP service or we can port your numbers across and disconnect your existing PSTN voice lines. While we wait for your numbers to port we will divert your existing lines across to the VOIP service so you can get up and running immediately.

How much does it cost?
Our HostedPBX can be up to 50% cheaper than a traditional telephone system. Please click here to view pricing.

How does it work?
The HostedPBX is located in a secure data centre. You connect to it using IP Handsets or Softphones running off a broadband service. Your existing telephone numbers are either diverted or ported across so you can enjoy all of the benefits of the system without having to change your numbers. For more information please click here.

What happens if my broadband stops working?
We will pre-program the system to forward calls to an alternate destination if your handsets are unreachable for any reason. This could be another office or to your mobile phones. The diversion will happen automatically and will remain in place until your handsets are once again connected.

Can I try before I Buy?
Yes! we can loan you an IP handset so you can try the service before you proceed. Please contact us for more information.

Do I need a dedicated broadband connection?
We almost always recommend a dedicated connection if you have more than a couple of handsets working from one site. Please see our How it works page for more information about broadband.

How much of my broadband data allowance will the system use?
This depends upon the codec used to carry your calls. If you use G729 then expect to use around 13mb/hour of talk time, for G711a allow 30-40mb/hour. Our statistics show that the average talk time per line per day is between 30 min to 1 hour so if you have 5 lines, allow between 650mb and 1.3gb per month using G729 and between 1.8gb to 3.5gb per month if using G711. Note we assume a 20 day working month and usage is based upon general office conditions. Modify talk time to suit your business and recalculate. 

Do I need special cabling for the handsets?
The IP handsets we support provide switching and a PC port so you can use the same cable and data port for both your IP phone and PC. Both work independantly from eachother so your phone keeps working even if your PC is unplugged or switched off. The only other consideration is power, if you have a switch that supports Power Over Ethernet then the handset can be powered directly from it. If not then a power point is required.

What will the quality of my calls be like?
If set up correctly it should be as good if not better than a PSTN line. Call quality does however depend upon you having enough broadband and network capacity, a reliable data network and the codec used to carry your calls. These are issues that should be carefully considered and will be discussed with you prior to proceeding.

When should I consider buying a traditional system instead of using a HostedPBX?
You should not consider a HostedPBX if
- You are unable to connect a reliable broadband service with sufficient capacity, or
- Your internal network is unreliable or at capacity, or
- You need features that are not supported by the HostedPBX (e.g. Call Centre), or
- It's not practical or economical to put a Data and Power Point where you need handsets and cordless is not an option

Can I set it up myself?
If you have some basic IT knowledge then you can probably set up the router and IP Handsets yourself. We are always available to guide you through the process and will carry out data collection and programming of the system for you.

Can I run my fax through the HostedPBX?
We recommend you use a normal line to send faxes with your existing machine. In most cases your ADSL service will be connected to the same line so it makes sense to keep it. Remember also that we provide a complimentary Faxmail number so you can receive faxes and have them delivered to you as an email. You may even like to use this number as an overflow from your existing fax line when busy or if your fax is offline.

Does it matter if I use a PC or a Mac?
Administration of your handsets is done via a web browser so either a Mac or PC is ok. The Click to Dial Software does however require Windows XP, Vista or 7 and Microsoft Outlook so please take this into account if you wish to use this feature.

Can I use the service from my iPhone or Smart Mobile Phone?
There are many applications available that provide VOIP services on your mobile. Some allow control over your IP handset while others allow you to make and receive free calls between your office and mobile (wifi required). For more information please call us to discuss.

What about using a Softphone?
Your HostedPBX supports most popular brands of Softphone including XLite, Bria, Bria for Mac and Bria for Broadworks. If you are interested in using a Softphone we will help you choose the right model and headset.

Can I use different handsets?
The handsets must support SIP and ideally should have been tested and certified on our platform. Since proper integration of the handsets is critical to call quality and ease of use we strongly recommend that you use approved handsets.  

Will it work through a wireless broadband connection?
The handsets will work from almost any broadband connection but for reliable performance we only recommend a high speed ADSL or Cable.

What happens if I am not happy?
We take great care to ensure that the HostedPBX is the right solution for your business. That's why we don't provide an order form on our Web site nor will we sign you up before discussing your requirements.
Once you decide to proceed we will install the system and wait until you give us the go ahead before porting your numbers across. This allows you to be comfortable that everything is working properly before fully committing to the service.
If at any time you find that the service no longer suits your business only 30 days notice is required to move to another provider or system. In most cases you will find that your ADSL service, router and handsets can be used so your investment is protected.


Interested in finding out more information? please call us on 1300 727 200 or email sales@mobileoffice.com.au