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VoIP FAQ

STANDARD FEATURES

Caller ID

Caller ID displays an incoming caller’s telephone number on your handset or softphone. There is action required as this feature needs to be enabled in "My Account".

Call Waiting

Call Waiting allows you to put an incoming call on hold and answer another incoming call. The caller on hold will then hear music being played.

Instructions

You can enable or disable Call Waiting preferences in the "My Account" section of our website.

Handset: Once you have an incoming caller, pick the call up. Then press the FLASH or RECALL button on your handset and the caller will be placed on hold. You will then hear the second caller. To return to the first caller, press FLASH or RECALL again.

Softphone: Once you have an incoming caller, pick the call up. Then click on HOLD in your softphone and the caller will be placed on hold. You will hear the second caller. To return to the caller, click on HOLD again.

Call Transfer

Call Transfer allows you to transfer a call to another phone. Call charges may apply depending on the destination telephone number.

Instructions

Handset: Once you have an incoming caller, pick the call up. Then press the # key. The system will then place the caller on hold and ask you to enter a telephone number. Enter the destination telephone number into your handset and the caller will be transferred.

Softphone: Most softphones will have call transfer enabled by default. Usually, you would need to place the caller on HOLD then click on Transfer Active Call. It will ask you for the destination telephone number. Enter the destination telephone number and the caller will be transferred.

3 Way Call

3 Way Call is basically a conference call with up to three parties. Call charges may apply for each caller.

Instructions

Handset: Call/ Receive your first caller. Then press the FLASH or RECALL button then enter the destination telephone number and the second incoming caller will pick up. Press the FLASH or RECALL button again to join all three parties. You will then be in the conference.

Softphone: Most softphones will have this feature enabled by default. Usually, you would pick the incoming call up (or call out), and then click on ‘Call Conference Participant’. It will then allow you to dial the third party. Dial the third party and once the third party picks up, it will join the three callers.

Call Forward Unconditional

Call Forward Unconditional diverts all incoming calls to a specified telephone number. Call costs may apply for the forwarded calls.

Instructions

Handset & Softphone: Call Forward Unconditional can be set up in the "MyAccount" section of our website. Once logged in, you will be able to set a telephone number to forward all calls to. Alternatively, you can enable Call Forward Unconditional, by dialling * 21<phone number> i.e. * 21040XXXXXXX. To disable Call Forward Unconditional, just dial * 21 again.

Call Forward on Busy

Call Forward on Busy diverts all incoming calls to a specified telephone number if you are on the phone. Call costs may apply for the forwarded calls.

Instructions

Handset & Softphone: Call Forward on Busy can be set up in the "MyAccount" section of our website. Once logged in, you will be able to set a telephone number to forward all calls to when Busy. Alternatively, you can enable Call Forward on Busy, by dialing * 24<phone number> i.e. * 24040XXXXXXX. To disable Call Forward on Busy, just dial * 24 again.

Call Forward on Unavailable

Call Forward on Unavailable diverts all incoming calls to a specified telephone number if your phone rings out. Call costs may apply for the forwarded calls.

Instructions

Handset & Softphone: Call Forward on Unavailable can be set up in the "MyAccount" section of our website. Once logged in, you will be able to set a telephone number to forward all calls to when you are Unavailable. Alternatively, you can enable Call ForwardonUnavailable, bydialling*61<phonenumber> i.e.*61040XXXXXXX.TodisableCallForwardonUnavailable,just dial * 61 again.

Do Not Disturb

Do Not Disturb allows you to set a status for your service to stop incoming calls. Incoming callers will get a busy tone, divert their call to another number (if enabled) or Voice Mail (if enabled).

You can enable or disable Do Not Disturb preferences in the My Account section of our website.

Instructions

Handset: To enable Do Not Disturb, dial * 72 on your handset. The system will advise that ‘Do Not Disturb has been activated’. To disable, dial * 72 on your handset again, the voice announcement will advise ‘Do Not Disturb has been deactivated’.

Softphone: Most softphones will allow you to set your status. Simply change your status to ‘Do Not Disturb’ and you will not receive any incoming calls. Alternatively, dial * 72 to activate or * 72 to deactivate.

Voicemail

Voicemail is similar to a traditional answering machine. If you are unavailable or busy, calls will be routed to Voice Mail. A caller will leave a message and you will be able to retrieve this later via your Handset or E-mail.

Instructions

Handset & Softphone: Pick up the handset and dial * 96. The recorded announcement will advise if you have any messages. If you do, to listen, press 1. Otherwise, you may press 2 to change voicemail folders, press 3 for advanced options, press 0 for mailbox options, press * (star) for help or press # (hash) to exit. You may press 7 to delete a message after listening to it.

Alternatively, you may listen to your voicemail messages on your computer. To do so, you would log into the My Account section of our website, click on your VoIP Service and click on VoiceMail. Under the ‘Playback’ heading, click on the Speaker icon.

VoIP General Settings

VoIP Username:

voipservicenumber

Telephone Number:

voipservicenumber (not your DID)

VoIP number:

voipservicenumber (not your DID)

SIP Server:

 voip.spin.net.au

Registrar Address:

 voip.spin.net.au

Outbound Proxy:

 voip.spin.net.au

User Domain:

 voip.spintel.net.au

Register String (for Asterisk):

[username]:[password]@voip.spin.net.au/[DID]

Preferred Codec:

 G.729

Silence Suppression:

Disable

Echo Cancellation

Enabled

STUN Server

Off

SIP Expire Time

3600

Default SIP Port

5060

DSCP Masking

Premium

Can I transfer my existing landline phone number to your VoIP service?

Yes, most numbers can be transferred across.

How is SpinTel VoIP service better than the services offered by other providers?

Our VoIP service is backed by one of Australia's top telecommunications companies. Other VoIP providers route their VoIP packets overseas or via various other low quality routes, which affects service quality. We have invested with the big players in the market to ensure our VoIP service is class leading.

If I encounter problems with my VoIP service, what should I do?

If you are having issues with your VoIP service, you should contact our technical support team by calling 1300 303 375 or by clicking on the Contact Us link from within the My Account section of our website.

Please note that our technical support team is not always able to support all types of hardware and software configurations.

Which codecs does your VoIP service support?

Currently our VoIP service supports G.729, G.711a/u, and GSM. We recommend our customers use G.729.

What do I need to do to start using VoIP?

To start using the VoIP service, all you need is an Internet connection, compatible VoIP hardware / software, and one of our VoIP plans.

Does the VoIP service use my monthly data download quota?

No, as long as you have a broadband Internet service with SpinTel. If your Internet service is with another provider, VoIP will utilise both downstream and upstream data and this will affect your monthly data usage.

However, the amount of downloaded and uploaded data depends on the codec you choose. For example, G.729 uses approximately 8KB/s, while G.711u/a uses approximately 64KB/s.

Do I need to forward any ports on my router for VoIP?

The VoIP ports in use are generally open by default; however, if you experience connection problems, then you may need to forward port 5060 for SIP and ports 16384-16482 for RTP.

For assistance on port forwarding, please refer to your device’s manual or contact the manufacturer.

Can I use voicemail with SpinTel VoIP service?

Yes, voicemail can be added to this service at no additional cost. This feature can be activated from within the My Account section of our website.

How do I check my VoIP balance?

You can check your VoIP usage in the My Account section of our website:

Can I use my cordless phone with the VoIP service?

Yes, any standard phone handset will work with VoIP as long as your hardware supports it. The equipment we sell allows you to use a normal handset.

Do I have to have my computer turned on to use VoIP?

No, not necessarily. You will need your computer turned on only if your VoIP service requires software stored on the computer’s hard drive to operate. Most people run their VoIP service via hardware devices, such as the equipment you can buy from ; in this case you don’t need to have your computer turned on to use VoIP.

What happens if my Internet goes down? Will my VoIP phone work?

No, your VoIP service will not work without an active Internet connection.

Is the sound quality of the VoIP connection as good as that of a normal phone?

In most cases yes; however, this mostly depends on the hardware being used and the quality of the Internet connection.

Can I make phone calls to people who do not have a VoIP phone?

Yes, you can call any landline or mobile number as you currently do; however, you also have the ability to call other SpinTel VoIP customers, and these phone calls are FREE! Phone calls to VoIP customers of other providers are charged at regular rates depending on location.

What additional features are available with the SpinTel VoIP service?

There are quite a few additional features available to you if you sign up for the SpinTel VoIP service. Please refer to our VoIP page for a complete list (scroll down the page and click on the Additional Features link).

What are the main benefits of using a VoIP phone?

The main advantage of using the VoIP service is savings. Making calls via the VoIP phone is much cheaper than on a normal landline. The other advantage is convenience: you can take your VoIP number with you when you move house.

Why do I need to have a broadband Internet connection to use VoIP?

VoIP at times uses a lot of bandwidth. Narrowband Internet connections such as dialup do not provide enough bandwidth to support the VoIP service without impacting quality. We recommend at least a 512/128 ADSL1 broadband Internet connection.

Can I use VoIP to call international numbers? If so, what are the rates?

Yes, most certainly. Our international rates are among the most competitive in the VoIP market. With call rates starting at 5c per minute, it's definitely cheaper than what you are paying now. You can see a full list of SpinTel VoIP call rates on our International Call Rates page.

Can I send faxes through VoIP?

Unfortunately, at this stage it is not possible; however we hope to offer this service in the future.

What if I need to call an emergency number, e.g. 000?

You will be able to call emergency services numbers, including 000, via VoIP. If you call an emergency services number via VoIP, you must advise the operator of your current location