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Change to a more intelligent phone system designed for business continuity both inside and outside of the office.

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Frequently asked questions

All PAYG Plans come with a 14-day free trial period _{(phone calls costs excluded)}.

Getting started:

What is Hosted PBX?

A Hosted PBX is a business-grade phone system that is hosted in the Cloud and uses your internet connection (NBN, Fibre, 4G, 5G, etc.) to allow you to make and receive phone calls with flexible call routing options (queues, ring groups, voicemail, public holidays, time switches, and more!).

Why should I use Hosted PBX for my phone business solution?

Hosted PBX is a great choice for your business phone solution because it's affordable, flexible, and easy to use. Instead of setting up a phone system at your office with a bunch of bulky equipment, Hosted PBX is managed and maintained by a service provider off-site (in the cloud). With Hosted PBX, you don't have to worry about purchasing expensive hardware or paying for maintenance and upgrades. All you need is a reliable internet connection and compatible phones, and you're good to go.

How quickly can I get up and running?

Often you can be up and running on your new ReefTel service on the same day, however some factors (such as shipping handsets and porting your existing phone number) can take longer.

Account activation
The account setup process is completely automatic, although every account is manually reviewed shortly after it is created. After you sign up you must make a payment to initialise your prepaid balance. From there, you can choose a plan. The pro-rata plan fee will be deducted from your initial balance. After you have added funds to your account, you are all set to make calls.

On your first call, you will be automatically redirected to a verification program which will record you saying your name, address and landline number. This is for verification purposes and must be done - if you do not complete the verification procedure correctly, your account may be suspended. You cannot make a call until you have done this verification procedure.

Number porting
If you want to bring your existing phone number to ReefTel, it may take a few days, to a few weeks, depending on the type of number or numbers.

Shipping
If you order handsets from us, shipping to metro areas typically takes 2–3 business days. It may take longer in regional areas. Sometimes there can be minor delays if a handset is not in stock at the time of your order, but we'll keep you informed of any such delays.

Features:

What if I work on the go?

Hosted PBX is extremely flexible, allowing you to use a variety of devices to make and receive calls, including desk phones, softphones (on your computer), and even mobile phones.

Your ReefTel 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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Regardless of where you connect in from, you'll still be connected to the same phone system. This means your incoming calls can still be passed to your phone, or that other team members can still contact you using your extension number. Any outbound calls you place will show as your business number, preventing clients from calling you back on your personal phone.

Call Conferencing

Full-featured conference calling for your team and your customers. External callers can join your conference using any of our national conference access numbers, including a 1800 number. Note that conference participants are limited to the number of lines on your service. For example, if you have a 10 line service, then up to 10 people at a time can join conference rooms.

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. This works by linking your extension number to the phone numbers you dial, for up to 4 hours.

As an example, your extension is 102 (John Smith) and you have recently placed a call to Frank (0412 345 678) but after you have hung up, Frank has further questions. When Frank calls back, if he dials a number on your PBX with MNC enabled, this call will first try to ring you at extension 102. If you don't answer, the call will proceed through to the normal destination that is configured on the MNC enabled number. Any calls that are being directed to you through MNC will display CALLBACK in the caller ID (eg. CALLBACK 0412 345 678). If you don't answer and the call passes to the regular destination, the caller ID will be updated to "CALLBACK for 102 John Smith"

Main Number Callback is designed to improve efficiency and productivity for busy receptions that normally deal with a lot of customers returning calls from other staff that dial out from the main number.

Ta-da! (No more phone tag)

It's a very common scenario that two people will try to call each other at the same time. For example, if you have a phone meeting scheduled and hadn't agreed on who was calling who. If you and another user of your Hosted PBX call each other at the same time, the "Ta-da" feature will automatically detect this and join your two separate calls together. When this happens, you will hear a "ta-da" sound, then you will be will be immediately connected to the person you were calling.

Busy Pips

The Busy Pips feature lets you know when the extension you have called is on another call. When calling someone who is already on another call, you will hear: "Pip pip pip". This sound will play over the top of the ringing sound. This feature is very handy when calling or transferring internally. It notifies you when you have tried to call another person who is already on the phone.

Security and privacy:

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!

Technical stuff
Voice over Internet Protocol, is the routing of voice conversations over the Internet or through any other IP-based network. The service we offer at MaxoTel offers a VoIP to PSTN (Public Switched Telephone Network) gateway, allowing you to dial regular PSTN numbers from your internet connection!MaxoTel VoIP is a Voice Service Provider or VSP. With a VSP, you dont need to know the IP address of a VoIP phone to call it, you just have to know it's extension number on that VSP.

How reliable is VoIP?

Over the years, VoIP has progressed to become an extremely reliable and resilient option for telephony services. ReefTel has invested heavily in technology and infrastructure to ensure our service quality and reliability is second to none.

Internet connectivity
The most common cause of quality problems is your internet connection. If your ISP is experiencing problems or your internet has been slowed due to exceeding your quota, then your call quality may be affected.

Maintenance windows
From time-to-time, ReefTel will perform off-peak maintenance in the early hours of the morning, which could cause your service to be offline during a maintenance session. You will be notified at least 24 hours before maintenance occurs wherever possible.

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. We use this encryption for access to the control panel, and payment pages to ensure your information is kept secure. All credit card payments are processed and secured by St George Bank, using a proprietary encryption protocol designed by St George Bank.

Do you support multiple registrations?

ReefTel 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.

Troubleshooting:

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.

Redundant internet connection
We always recommend having a redundant internet connection in place where possible. It's always better to use a different type of connection to your primary link, for example, if your main link is NBN, you could use a 4G connection as your backup.

Automatic fail-over
As part of setting up your system, we recommend configuring "divert when offline" configurations on each of your extensions. This will ensure you will continue to receive calls to your extension in the event that your internet connection drops out. Note that if you are using Queues or Ring Groups, you will also need to add appropriate fail-over configuration to those too. Diverting to mobiles, external numbers or going to voicemail are suitable ways to ensure your calls are received.

Manual fail-over
A popular option is to have your calls route to staff member's mobiles instead (with an announcement telling them the call is from the PBX), but we have a broad range of other options available too.

Ask us
There are many ways your PBX can be configured for redundancy and fail-over. If you'd like to discuss your available options, please don't hesitate to contact our support team.

Can't receive incoming calls

Is your phone on DND? Do not disturb automatically blocks incoming calls. Press the DND Button on your handset to toggle it on/off.
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Check your Call History or Recent Calls on the Dashboard. Can you see Incoming calls appearing but the phone isn't ringing? Your VoIP Phone may not be online. Turn your router off and on again, and turn your VoIP handset off and on again.
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Check the Number Routing page in the My Account portal. This page controls how your inbound calls are handled. Click EDIT to select a new destination for incoming calls received on that number.
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You may wish to enable a temporary divert to your mobile to ensure you're still receiving calls while working through the issue.

Cannot connect over Optus 4G

We have had a number of customers report that they are unable to connect to ReefTel over the Optus Wireless 4G network. This is an issue with the Optus network interfering with SIP traffic, which affects both ReefTel and other providers. Unfortunately there is no known guaranteed workaround for this issue at this time, however requesting that Optus enable 'VoLTE' on your 4G service may improve performance. The recommended solution is to switch your 4G connection to another provider, such as Telstra, which has been shown to work.

Error 503 / Server Unavailable / Could Not Connect to Server

If you receive one of the following errors:
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Error 503
Server Unavailable
Could Not Connect to Server

Then you may be experiencing a connectivity problem that is preventing your phone from connecting to your ReefTel service.

This error may be caused by the following:

Incorrectly configured phone (double check your settings with our Configuration Guides)
A firewall or antivirus software on your PC or Laptop (if using SoftPhones)
Disable any VPN services on your PC or laptop (if using SoftPhones)
SIP ALG configuration on your router (refer SIP ALG)
Firewall configuration on your router (refer SIP Requirements)
Check if your ISP is blocking SIP (refer Internet Service Providers Blocking SIP)

If the above steps do not resolve the issue, please contact us for further assistance.

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Your phone system can be seamlessly integrated with leading products including SalesForce, Microsoft Teams, Xero, Dropbox, and Google Drive.

Better customer service

Easily create your call flow in a quick and efficient way ensuring your customers reach the right person or department as fast as possible.

Flexible

Change to a more intelligent hosted phone system designed for business continuity both inside and outside of the office.

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