This FAQ will answer some of the more general questions you might have about your order, click a question below to fast-forward to a section.
The table below provides an estimate on how long most orders take, note that delivery times may vary (in some cases considerably) due to infrastructure issues.
|Order Type||Average ETA||More Information|
|Mobile||3-4 Business Days||Mobile Setup Process|
|Residential Telephone||1-5 Business Days||Telephone Setup Process|
|Business Telephone||1-5 Business Days||Business Phone Setup Process|
|Business VoIP||1-2 Business Days||VoIP Setup Process|
|Broadband Bundles||6-14 Business Days||Broadband Bundle Setup Process|
|Business Bundles||6-14 Business Days||Business Bundles Setup Process|
|NBN Bundles||9-24 Business Days (much faster with existing NTD)||NBN Setup Process|
When your first service is connected you may receive a pro-rata bill to align you to one of our billing periods. If you don't receive a pro-rata bill, your first bill will include the pro-rata period, as well as your first month. You should receive this on either the 7th, or 14th, whichever comes first after your first service connects.
All of our products are covered by SpinTel's Standard Form of Agreement and are subject to our Acceptable Use Policy (AUP).
The Mobile Service Description and The Mobile Standard Pricing Table also forms part of the agreement.
This page summarises some helpful things to know, if you have any questions please call us on 13 22 10.
Interactive Voice Response - "Press 1 for Sales, Press 2 for Service" - followed by sub menus. Customers must provide recording to SpinTel to create the IVR.
Queues are used by the system to queue your customer’s calls in a queue until a free resource becomes available. Advertisements or music can be played while on hold.
A conference allows a group of people to participate in phone call. When users leave or arrive they can be announced, a maximum number of participants can also be set.
Each user on the system is allocated an extension and can be called via this extension. Extensions can be located anywhere in Australia, thereby providing you with a free calls between locations.
Park a caller and a voice prompt reads out what slot they are using (e.g. slot 701). Another person who needs to pick up the call dials 701 to answer the parked call.
Call transfer - Where the call is placed on hold, a call is placed to another extension, a conversation can take place privately before the caller on hold is connected to the new extension.
You can have voicemail on each and every extension, and passcodes can be set to restrict access.
This simply attaches any voicemails into an email as a audio file and emails to the recipient’s email address.
"Ring Groups" sends a call to be received by more than one internal extensions. The option is used most often for picking up calls received on a certain line and sending them to a certain department.
Allows you to configure times of day that a certain IVR or call flow takes place – examples: Outside of business hours calls might divert to mobile, or they might be greeted by a prompt that says "we are closed, please call back between 9am and 5pm".
Crucial to certain endeavors. In most situations, data collected is later considered during decision making processes that affect operations, ideally improving productivity. Data aggregated from recordings works into training material, provides analytics during reviews and assists inspecial scenarios.
Play custom music or advertisements while your customers are waiting for you to answer their call. SpinTel offers a default 'free' music file if you can’t provide your own.
The SpinTel provides some call reporting functionality.
Announcements are recordings plus an action. An announcement is configured in such a way that it first of all plays the announcement/recording, and can then perform an action afterward.
Use short dial strings to call other people, e.g. 01 might dial the CEO's mobile number.