FREQUENTLY ASKED QUESTIONS

Have a question about your account, our charges or using our services? You may find the answer quickly in our frequently asked questions.

Who is MOVOX?

MOVOX is an Australian telephone company. We are committed to providing Australian business and residential customers with first class personal service and new, imaginative telecommunications technology.

How can I contact MOVOX?

You can call us between 9:00am and 5:00pm, Monday to Friday (AEST) on 1800 100 800 (or from overseas by dialling +61 3 8566 8900)  or you can complete the Contact form located on this website.

How is MOVOX different to other phone companies?

We’ve got new and imaginative telecommunications technology. Our customers reduce costs, improve productivity and discover features that transform the way they communicate.

What do I need to join MOVOX?

If you wish to sign up on one of our plans, you will need to create an account. We completing our online account application you will need to provide 2 of the following 3 forms of identification:

  1. Australian drivers licence;
  2. Australian Medicare card; or
  3. Passport

MOVOX require this information so that we can meet our obligations under the Telecommunications Act and management of your account.

How can MOVOX save me money?

Our customers reduce costs, improve productivity and discover features that transform the way they communicate by using MOVOX’s new and imaginative telecommunications technology. Put us to the test – we’ll review your current communications and demonstrate the financial savings and benefits of a MOVOX solution. Call us on 1800 100 800 or complete the Contact form located on this website.

What do I need to join MOVOX?

If you wish to sign up on one of our plans, you will need to create an account. We completing our online account application you will need to provide 2 of the following 3 forms of identification:

  1. Australian drivers licence;
  2. Australian Medicare card; or
  3. Passport

MOVOX require this information so that we can meet our obligations under the Telecommunications Act and management of your account.

What is my account?

Every MOVOX customer can log into the ‘My Account’ section of our website where you can:

  • Manage your account
  • Pay your bill
  • Update contact details
  • View services and plans
  • View call history
  • View bills & transactions
  • Buy products & services

How can I access my account?

You can access ‘My Account’ by following these steps:

  1. Click the ‘Sign in’ button at the top right of our website; and
  2. Enter your MOVOX username and password. If you have forgotten your password simply click the ‘Forgotten Password‘ link and these details will be sent to your registered email address.

Help I’ve forgotten my password

If you have forgotten your password simply click the ‘Forgotten Password‘ link and a password reset link will be sent to your registered email address.

Can I add other users to my account?

The account holder can add additional users to their account by accessing ‘My Account’:

  1. Click the ‘Sign in’ button at the top right of our website; and
  2. Enter your MOVOX username and password. If you have forgotten your password simply click the ‘Forgotten Password‘ link and these details will be sent to your registered email address.

How can I change my contact details?

You can change your contact details by accessing ‘My Account’:

  1. Click the ‘Sign in’ button at the top right of our website; and
  2. Enter your MOVOX username and password. If you have forgotten your password simply click the ‘Forgotten Password‘ link and these details will be sent to your registered email address.

Is there a charge for using voicemail?

No. The voicemail feature is included in your MOVOX plan.

Is there a charge to forwarding calls?

Forwarding calls to another number on your Virtual PBX is free.
Forwarding calls to a landline or mobile number will incur the call charge applicable to your call plan for a landline call or call to mobile.

Is there a flagfall on MOVOX calls?

This varies depending on the type of call and your plan. Please refer to your plans Critical Information Summary for call charges.

Is there a credit card surcharge?

There’s a 4% surcharge for using an AMEX or Diners Club card. There is no credit card surcharge fee when using MasterCard or Visa.

How can I view my payment history?

You can view your payment history by signing into ‘My Account’.
  1. Click the ‘Sign in’ button at the top right of our website;
  2. Enter your MOVOX username and password. If you have forgotten your password simply click the ‘Forgotten Password‘ link and these details will be sent to your registered email address.
  3. Once you have logged in, click on the Transaction History tab.

How can I view what calls I’ve made?

You can view the calls you have made by signing into ‘My Account’.
  1. Click the ‘Sign in’ button at the top right of our website;
  2. Enter your MOVOX username and password. If you have forgotten your password simply click the ‘Forgotten Password‘ link and these details will be sent to your registered email address.
  3. Once you have logged in, click on the Bill History tab.

Will I be charged for incoming calls?

You will only be charged for outgoing calls unless you forward or divert an inbound call to an external phone number. If you forward inbound calls you will be charged the applicable call rate based on the external phone number type.
If you have an inbound 1300, 1800 or 0800 phone number service you will be charged the applicable inbound call charge.
Please refer to your plans Critical Information Summary for call charges.

How are MOVOX calls charged?

Calls are charged either as a flat rate or in 1, 30 or 60 second increments. This varies depending on the type of call and your plan.
Our Critical Information Summaries are a quick reference to all the important information about your plan. They cover things like; the length of your contract, how much you need to pay each month, the cost of calls, what’s included in each plan and what’s not.

What are MOVOX call rates?

Call rates and charges vary depending on your plan. Our Critical Information Summaries are a quick reference to all the important information about your plan.
They cover things like; the length of your contract, how much you need to pay each month, the cost of calls, what’s included in each plan and what’s not.

Can I change or cancel my plan?

You can request an upgrade, downgrade or cancel your plan by contacting our Help Desk on 1800 100 800.
Certain call plans a have a 12 or 24 month minimum term and early cancellation fees apply. Call plans without a minimum term can be cancelled at the end of your current monthly billing period. There are no exit-fees of any kind, and no hidden costs.
Broadband plans have a minimum 24-month minimum term and and early cancellation fees apply.

How are inbound numbers charged?

With 13, 1300 numbers customers can call you from a fixed line from anywhere in Australia. Your customer will be charged a 13, 1300 call rate from their landline or mobile carrier. With 1800 numbers customers can call you at no charge from a fixed line anywhere in Australia. If your customer calls your 1800 number from their mobile, they will be charged the 1800 call rate from their mobile carrier.

How can MOVOX save me money?

Our customers reduce costs, improve productivity and discover features that transform the way they communicate by using MOVOX’s new and imaginative telecommunications technology. Put us to the test – we’ll review your current communications and demonstrate the financial savings and benefits of a MOVOX solution. Call us on 1800 100 800 or complete the Contact form located on this website.

How will I be billed?

If you’re on one of our monthly plans MOVOX will email our invoice to your nominated email address. Your invoice contains details of your MOVOX services and itemised charges levied against each service.
Your invoice is attached to the email in PDF format making it easy for you to download and print. You will need Adobe Reader software to view and print the PDF file. You can download Adobe reader for free by clicking this link: Get Adobe Reader

How can I view my bills?

If you’re on one of our monthly plans MOVOX will email our invoice to your nominated email address.
You can also view your bills by signing into ‘My Account’.
  1. Click the ‘Sign in’ button at the top right of our website;
  2. Enter your MOVOX username and password. If you have forgotten your password simply click the ‘Forgotten Password‘ link and these details will be sent to your registered email address.
  3. Once you have logged in, click on the Bill History tab. then select and download the invoices you wish to view.
Your invoice is attached to the email in PDF format making it easy for you to download and print. You will need Adobe Reader software to view and print the PDF file. You can download Adobe reader for free by clicking this link: Get Adobe Reader

How do I pay my bills?

You can pay your bill by the following payment methods:
Bpay
Use Bpay to pay from your bank account or credit card. See your bill for your Bpay reference number details.
By phone
Call 1800 100 800 to pay by VISA, Mastercard, AMEX or Diners. Please refer to your invoice for payment details.  Diners and AMEX cards incur a 4% payment surcharge.
Online
Click this link Pay-a-bill to pay by VISA, Mastercard, AMEX or Diners. Please refer to your invoice for payment details.  Diners and AMEX cards incur a 4% payment surcharge.
Direct Debit
Automatic payment of your bill on the due date from your nominated bank account or credit card.

Will I be on a contract?

Certain call plans a have a 12 or 24 month minimum term and early cancellation fees apply. Call plans without a minimum term can be cancelled at the end of your current monthly billing period. There are no exit-fees of any kind, and no hidden costs.
Broadband plans have a minimum 24-month minimum term and and early cancellation fees apply.

How do I record a voicemail message?

Click the message button on your handset (or dial *97) and follow the recorded prompts. For further instructions and voicemail feature codes please refer to view our MOVOX Virtual PBX Guide
If you have a professionally recorded voicemail message we can upload the file to your Virtual PBX. Simply email your voicemail file in .wav or .mp3 format to support@movox.com.au. Please note that charges may apply for this service.

How do i change or listen to my voicemail messages?

You can change your voicemail messages:
  1. from your handset or another handset;
  2. from your mobile if you have our mobile application; or
  3. by emailing support@movox.com.au with your revised voicemail message in a suitable file format
You can access and listen to voicemail messages:
  1. on your handset or another handset;
  2. on your mobile if you have our mobile application
  3. by logging into your PBX Web Portal; or
  4. if you have set up voicemail to email, by opening the voicemail file attached to your email
On your handset
Press the message button on your handset (or dial *97) and follow the recorded prompts.
From another handset
To access messages that reside on another handset press the message button (or dial *97) then enter the 4-digit voicemail number and PIN of the handset (or user’s) voicemail box.
From your mobile application
Press the message icon on the top right hand corner of the MOVOX Application keypad screen (or dial *97) then enter your 4-digit voicemail number and PIN if you have set up a PIN.
From your PBX Web Portal
Log into your PBX Web Portal at my.movox.net.au. Your voicemail messages are located at the top left section of the dashboard screen.
In your email software
If you have requested our ‘voicemail to email’ feature your voicemail messages will be sent to your nominated email address. The message is attached to the email as a sound file. Double click on the sound file to play the message. Please note that you will need speakers or a headset to listen to a message.

What is my voicemail PIN?

Your default PIN is the same as your 4-digit extension number. To change your default voicemail PIN press the message button on your handset (or dial *97) and follow the recorded prompts.

How can I make all calls go to voicemail?

You can forward calls to Voicemail simply by pressing the ‘Do Not Disturb’ (DND) button on your handset. To disable calls forwarding to voicemail simply press the DND button again on your handset.
If your handset is in a ring group then you will need to press the DND button on all handsets within the ring group to forward calls to voicemail.

Is there a charge for using voicemail?

No. The voicemail feature is included in your MOVOX plan.

How do I forward incoming calls?

Forwarding calls to an external number can be made from your handset or by logging into your PBX Portal. From your handset On your main handset (if you have multiple handsets) dial *72, the system will then prompt you to enter the number that you would like to forward incoming calls to, e.g. enter your mobile number 04xx xxx xxx. The system will then confirm that call forwarding is enabled. To disable this feature dial *73 from the same handset that you enabled call forwarding.  The system will then confirm that call forward has been disabled. From your PBX Portal Log into your Virtual PBX portal at my.movox.net.au. You can enter a forwarding number located at the top right section of the dashboard screen. Click on or off to enable or disable call forwarding to the number entered.

Is there a charge to forwarding calls?

Forwarding calls to another number on your Virtual PBX is free.
Forwarding calls to a landline or mobile number will incur the call charge applicable to your call plan for a landline call or call to mobile.

I can’t make or receive calls

If you cannot make calls please check that:
  1. the number you are dialling is correct;
  2. continue with troubleshooting points 3 onward (below)
If you cannot receive calls please check that:
  1. your handset is not set to ‘Do Not Disturb’ (DND);
  2. continue with troubleshooting points 3 onward (below)
  3. your handset is connected to the Internet. (If your handset displays ‘no service’ on the handset screen it is most likely not connected to the Internet);
  4. you can reach www.movox.com.au on your computer’s web browser;
  5. If you answered ‘No’ to questions 3 and 4 above please check the Internet cables are connected securely and to the correct sockets on your handset and computer;
  6. If you answered ‘Yes’ to questions 3 and 4 above please remove the power and or Internet cables from the back of the handset(s) and then reconnect them. Wait for approximately 3 minutes until the handset(s) re-power and attempt another inbound and outbound call.
If the problem remains and you have confirmed that you have Internet connectivity please submit a Support Ticket with answers to the 5 questions below. Providing clear and specific answers will help us identify and resolve the fault quickly.
  1. What are the handset extension numbers that are unable to make or receive calls, or indicate all handsets;
  2. Can handsets make internal extension to extension calls?
  3. What is the handset extension number that last attempted to make or receive a call?
  4. What is the number (including area code) you are trying to call or the number that attempted to call you; and
  5. What was the approximate time of the attempted call?

I’m getting poor call quality

If you are using the same Broadband connection for Internet access and your MOVOX phone services then it is important to note that applications that use a high proportion of your Internet data, such as streaming videos or peer-to-peer downloading and uploading can degrade call quality regardless of your Internet speed.
If your modem/router supports Quality of Service (QoS), you should enable QoS and apply rules to prioritise IP phone calls. You should also disable the SIP ‘ALG’ setting. Please refer to your modem/router user guide for instructions on how to do this.
You may also consider a separate dedicated Broadband connection for your MOVOX phone service, especially if you have multiple handsets making concurrent calls.

I can’t hear the other person

If you cannot hear the other person on a call please check that:
  1. the handset volume is not turned down or on ‘mute’;
  2. the handset cord is connected into the correct socket. Make sure that the handset is not connected to the headset socket, or if using a headset vice-versa;
  3. If you answered ‘Yes’ to questions 1 and 2 above please re-power your modem/router by turning the power button off and then on;
  4. Wait for approximately 5 minutes until the modem/router has reconnected to the Internet and attempt another call. If the problem remains remove the power and or Internet cables from the back of the handset(s) and then reconnect them. Wait for approximately 3 minutes until the handset(s) re-power and attempt another call.
If the problem remains please submit a Support Ticket with answers to the 3 questions below. Providing clear and specific answers will help us identify and resolve the fault quickly.
  1. Is this problem occurring on all handsets or only one?
  2. Is this problem occurring on all calls or only when you call a particular number?
  3. What are the handset extension numbers that cannot hear the other party, or indicate all handsets;
If using a PC Softphone, make sure that it’s set to use the correct audio device and that you have the audio device correctly connected on your computer.

Other people can’t hear me

If a caller cannot hear you please check that:
  1. the handset volume is not turned down or on ‘mute’;
  2. the handset cord is connected into the correct socket. Make sure that the handset is not connected to the headset socket, or if using a headset vice-versa;
  3. If you answered ‘Yes’ to questions 1 and 2 above please re-power your modem/router by turning the power button off and then on;
  4. Wait for approximately 5 minutes until the modem/router has reconnected to the Internet and attempt another call. If the problem remains remove the power and or Internet cables from the back of the handset(s) and then reconnect them. Wait for approximately 3 minutes until the handset(s) re-power and attempt another call.
If the problem remains please submit a Support Ticket with answers to the 3 questions below. Providing clear and specific answers will help us identify and resolve the fault quickly.
  1. Is the problem occurring on inbound or outbound calls or both?
  2. Is this problem occurring on all handsets or only one?
  3. Is this problem occurring on all calls or only when you call a particular number?
  4. What are the handset extension numbers that the other party cannot hear, or indicate all handsets;
If using a PC Softphone, make sure that it’s set to use the correct audio device and that you have the audio device correctly connected on your computer.

Other people complain of an echo

If you’re using a PC Softphone, you may need to mute your microphone.
  1. Go to the Volume Control near the clock on the bottom right of your computer screen.
  2. Select Options
  3. Select Properties
  4. Under Show the following volume controls, check the Microphone check-box.
  5. Click OK. You will be returned to the main Volume Control window, and the Microphone sliding control should now be visible.
  6. Under Microphone, check the Mute check-box.
Generally, the above does not actually mute the microphone – instead, it mutes the microphone playback, which is a leading cause of echo.

How do I set Quality of Service (QoS)?

Quality of Service (QoS) is a feature that may be available in your modem/router used to prioritise specific types Internet traffic ahead of other Internet traffic. This allows users to surf the Internet and talk on the phone at the same time, with voice traffic (phone calls) given priority over surfing the Internet.
If your modem/router supports Quality of Service (QoS), you should enable QoS and apply rules to prioritise IP phone calls. You should also disable the SIP ‘ALG’ setting. Please refer to your modem/router user guide for instructions on how to do this.

What CODEC’s does MOVOX use?

The following CODEC’s can be used with MOVOX:
  • OPUS
  • Siren @ 32Khz
  • G722.1 @ 32khz
  • G722.1 @ 16khz
  • G722
  • Speex @ 32khz
  • Speex @ 16khz
  • G711a / PCMA – 64kbps
  • G729 – 8kbps (Requires License)
  • GSM
  • Siren (HD) @ 48kHz
  • Siren (HD) @ 64kHz

What Video formats does MOVOX use?

The following Video formats can be used with MOVOX:
  • VP8
  • H264
  • H263
  • H261

What is a PC softphone?

A PC Softphone is a software phone that is installed on your PC. To use a PC Softphone you will require a suitable headset and microphone. There are a number of PC Softphones available, we recommend Counterpath X-lite

How does a PC softphone work?

When you make a call using a PC Softphone, your call uses your Internet connection instead of the Public Switched Telephone Network (PSTN). If using a PC Softphone to call a landline or mobile number, the call goes over your Internet connection and then through the PSTN network to connect with the destination number.

Can I call emergency ‘000’ with MOVOX?

Yes, you can make an emergency ‘000’ call using MOVOX’s services.

Can I call landlines and mobiles?

Yes, you can call any landline or mobile using your MOVOX service.

Do the people I call need to be on MOVOX?

No. you can call any mobile or landline number anywhere in the world using MOVOX.

Do landlines work on MOVOX handsets?

No. While some home handsets allow multiple lines to be attached, a landline service will only work on an analogue handset. MOVOX Virtual PBX handsets use Internet Protocol (IP) handsets.

Does my computer need to be on to use MOVOX?

If you’re using a Softphone, then yes. You will have to have your PC on and be connected to the Internet in order to make and receive calls. If you’re using our Virtual PBX then no – you won’t need your PC to be turned on.

What Internet connection do I need to use MOVOX?

512/128k or greater Broadband connection is recommended for best results. This will vary depending on how many concurrent telephone calls you wish to make. We recommend that upload speeds of at least 128kb be available for good call quality. You can test your Internet connection by using an Broadband Speedtest.
If you are using the same Broadband connection for Internet access and your MOVOX phone services then it is important to note that applications that use a high proportion of your Internet data, such as streaming videos or peer-to-peer downloading and uploading can degrade call quality regardless of your Internet speed.
If your modem/router supports Quality of Service (QoS), you should enable QoS and apply rules to prioritise IP phone calls. You should also disable the SIP ‘ALG’ setting. Please refer to your modem/router user guide for instructions on how to do this.
You may also consider a separate dedicated Broadband connection for your MOVOX phone service, especially if you have multiple handsets making concurrent calls.

Can I keep my existing phone number?

You can transfer your existing phone numbers to MOVOX by paying a small once-off transfer fee.

Can I choose a new phone number?

No, however you can select from a range of numbers that we have available.

Does MOVOX give me a new phone number?

MOVOX will provides local Australian phone numbers with most plans or you can transfer your existing number to MOVOX by paying a small once-off transfer fee.

Can anyone call my MOVOX phone number?

Yes, anyone can call you on your MOVOX number.

How do I program my handset?

To program your handsets to use a MOVOX service you will need to enter your extension username, password and domain settings into your handset configuration.
Please note that if you are using your own handsets MOVOX cannot guarantee the quality of the services and will not be responsible for the configuration or maintenance of the device. Additionally, certain Virtual PBX features may not be available or may require handset programming to operate properly.

Can I call emergency ‘000’ with MOVOX?

Yes, you can make an emergency ‘000’ call using MOVOX’s services.

Can I keep my existing phone number?

You can transfer your existing phone numbers to MOVOX by paying a small once-off transfer fee.

Can I choose a new phone number?

No, however you can select from a range of numbers that we have available.

Does MOVOX give me a new phone number?

MOVOX will provides local Australian phone numbers with most plans or you can transfer your existing number to MOVOX by paying a small once-off transfer fee.

Can anyone call my MOVOX phone number?

Yes, anyone can call you on your MOVOX number.

How do I record a voicemail message?

Click the message button on your handset (or dial *97) and follow the recorded prompts. For further instructions and voicemail feature codes please refer to view our MOVOX Virtual PBX Guide
If you have a professionally recorded voicemail message we can upload the file to your Virtual PBX. Simply email your voicemail file in .wav or .mp3 format to support@movox.com.au. Please note that charges may apply for this service.

How do i change or listen to my voicemail messages?

You can change your voicemail messages:
  1. from your handset or another handset;
  2. from your mobile if you have our mobile application; or
  3. by emailing support@movox.com.au with your revised voicemail message in a suitable file format
You can access and listen to voicemail messages:
  1. on your handset or another handset;
  2. on your mobile if you have our mobile application
  3. by logging into your PBX Web Portal; or
  4. if you have set up voicemail to email, by opening the voicemail file attached to your email
On your handset
Press the message button on your handset (or dial *97) and follow the recorded prompts.
From another handset
To access messages that reside on another handset press the message button (or dial *97) then enter the 4-digit voicemail number and PIN of the handset (or user’s) voicemail box.
From your mobile application
Press the message icon on the top right hand corner of the MOVOX Application keypad screen (or dial *97) then enter your 4-digit voicemail number and PIN if you have set up a PIN.
From your PBX Web Portal
Log into your PBX Web Portal at my.movox.net.au. Your voicemail messages are located at the top left section of the dashboard screen.
In your email software
If you have requested our ‘voicemail to email’ feature your voicemail messages will be sent to your nominated email address. The message is attached to the email as a sound file. Double click on the sound file to play the message. Please note that you will need speakers or a headset to listen to a message.

What is my voicemail PIN?

Your default PIN is the same as your 4-digit extension number. To change your default voicemail PIN press the message button on your handset (or dial *97) and follow the recorded prompts.

How can I make all calls go to voicemail?

You can forward calls to Voicemail simply by pressing the ‘Do Not Disturb’ (DND) button on your handset. To disable calls forwarding to voicemail simply press the DND button again on your handset.
If your handset is in a ring group then you will need to press the DND button on all handsets within the ring group to forward calls to voicemail.

Is there a charge for using voicemail?

No. The voicemail feature is included in your MOVOX plan.

How do I forward incoming calls?

Forwarding calls to an external number can be made from your handset or by logging into your PBX Portal. From your handset On your main handset (if you have multiple handsets) dial *72, the system will then prompt you to enter the number that you would like to forward incoming calls to, e.g. enter your mobile number 04xx xxx xxx. The system will then confirm that call forwarding is enabled. To disable this feature dial *73 from the same handset that you enabled call forwarding.  The system will then confirm that call forward has been disabled. From your PBX Portal Log into your Virtual PBX portal at my.movox.net.au. You can enter a forwarding number located at the top right section of the dashboard screen. Click on or off to enable or disable call forwarding to the number entered.

Is there a charge to forwarding calls?

Forwarding calls to another number on your Virtual PBX is free.
Forwarding calls to a landline or mobile number will incur the call charge applicable to your call plan for a landline call or call to mobile.

I can’t make or receive calls

If you cannot make calls please check that:
  1. the number you are dialling is correct;
  2. continue with troubleshooting points 3 onward (below)
If you cannot receive calls please check that:
  1. your handset is not set to ‘Do Not Disturb’ (DND);
  2. continue with troubleshooting points 3 onward (below)
  3. your handset is connected to the Internet. (If your handset displays ‘no service’ on the handset screen it is most likely not connected to the Internet);
  4. you can reach www.movox.com.au on your computer’s web browser;
  5. If you answered ‘No’ to questions 3 and 4 above please check the Internet cables are connected securely and to the correct sockets on your handset and computer;
  6. If you answered ‘Yes’ to questions 3 and 4 above please remove the power and or Internet cables from the back of the handset(s) and then reconnect them. Wait for approximately 3 minutes until the handset(s) re-power and attempt another inbound and outbound call.
If the problem remains and you have confirmed that you have Internet connectivity please submit a Support Ticket with answers to the 5 questions below. Providing clear and specific answers will help us identify and resolve the fault quickly.
  1. What are the handset extension numbers that are unable to make or receive calls, or indicate all handsets;
  2. Can handsets make internal extension to extension calls?
  3. What is the handset extension number that last attempted to make or receive a call?
  4. What is the number (including area code) you are trying to call or the number that attempted to call you; and
  5. What was the approximate time of the attempted call?

I’m getting poor call quality

If you are using the same Broadband connection for Internet access and your MOVOX phone services then it is important to note that applications that use a high proportion of your Internet data, such as streaming videos or peer-to-peer downloading and uploading can degrade call quality regardless of your Internet speed.
If your modem/router supports Quality of Service (QoS), you should enable QoS and apply rules to prioritise IP phone calls. You should also disable the SIP ‘ALG’ setting. Please refer to your modem/router user guide for instructions on how to do this.
You may also consider a separate dedicated Broadband connection for your MOVOX phone service, especially if you have multiple handsets making concurrent calls.

I can’t hear the other person

If you cannot hear the other person on a call please check that:
  1. the handset volume is not turned down or on ‘mute’;
  2. the handset cord is connected into the correct socket. Make sure that the handset is not connected to the headset socket, or if using a headset vice-versa;
  3. If you answered ‘Yes’ to questions 1 and 2 above please re-power your modem/router by turning the power button off and then on;
  4. Wait for approximately 5 minutes until the modem/router has reconnected to the Internet and attempt another call. If the problem remains remove the power and or Internet cables from the back of the handset(s) and then reconnect them. Wait for approximately 3 minutes until the handset(s) re-power and attempt another call.
If the problem remains please submit a Support Ticket with answers to the 3 questions below. Providing clear and specific answers will help us identify and resolve the fault quickly.
  1. Is this problem occurring on all handsets or only one?
  2. Is this problem occurring on all calls or only when you call a particular number?
  3. What are the handset extension numbers that cannot hear the other party, or indicate all handsets;
If using a PC Softphone, make sure that it’s set to use the correct audio device and that you have the audio device correctly connected on your computer.

Other people can’t hear me

If a caller cannot hear you please check that:
  1. the handset volume is not turned down or on ‘mute’;
  2. the handset cord is connected into the correct socket. Make sure that the handset is not connected to the headset socket, or if using a headset vice-versa;
  3. If you answered ‘Yes’ to questions 1 and 2 above please re-power your modem/router by turning the power button off and then on;
  4. Wait for approximately 5 minutes until the modem/router has reconnected to the Internet and attempt another call. If the problem remains remove the power and or Internet cables from the back of the handset(s) and then reconnect them. Wait for approximately 3 minutes until the handset(s) re-power and attempt another call.
If the problem remains please submit a Support Ticket with answers to the 3 questions below. Providing clear and specific answers will help us identify and resolve the fault quickly.
  1. Is the problem occurring on inbound or outbound calls or both?
  2. Is this problem occurring on all handsets or only one?
  3. Is this problem occurring on all calls or only when you call a particular number?
  4. What are the handset extension numbers that the other party cannot hear, or indicate all handsets;
If using a PC Softphone, make sure that it’s set to use the correct audio device and that you have the audio device correctly connected on your computer.

Other people complain of an echo

If you’re using a PC Softphone, you may need to mute your microphone.
  1. Go to the Volume Control near the clock on the bottom right of your computer screen.
  2. Select Options
  3. Select Properties
  4. Under Show the following volume controls, check the Microphone check-box.
  5. Click OK. You will be returned to the main Volume Control window, and the Microphone sliding control should now be visible.
  6. Under Microphone, check the Mute check-box.
Generally, the above does not actually mute the microphone – instead, it mutes the microphone playback, which is a leading cause of echo.

How do I set Quality of Service (QoS)?

Quality of Service (QoS) is a feature that may be available in your modem/router used to prioritise specific types Internet traffic ahead of other Internet traffic. This allows users to surf the Internet and talk on the phone at the same time, with voice traffic (phone calls) given priority over surfing the Internet.
If your modem/router supports Quality of Service (QoS), you should enable QoS and apply rules to prioritise IP phone calls. You should also disable the SIP ‘ALG’ setting. Please refer to your modem/router user guide for instructions on how to do this.

What CODEC’s does MOVOX use?

The following CODEC’s can be used with MOVOX:
  • OPUS
  • Siren @ 32Khz
  • G722.1 @ 32khz
  • G722.1 @ 16khz
  • G722
  • Speex @ 32khz
  • Speex @ 16khz
  • G711a / PCMA – 64kbps
  • G729 – 8kbps (Requires License)
  • GSM
  • Siren (HD) @ 48kHz
  • Siren (HD) @ 64kHz

What Video formats does MOVOX use?

The following Video formats can be used with MOVOX:
  • VP8
  • H264
  • H263
  • H261

What is a PC softphone?

A PC Softphone is a software phone that is installed on your PC. To use a PC Softphone you will require a suitable headset and microphone. There are a number of PC Softphones available, we recommend Counterpath X-lite

How does a PC softphone work?

When you make a call using a PC Softphone, your call uses your Internet connection instead of the Public Switched Telephone Network (PSTN). If using a PC Softphone to call a landline or mobile number, the call goes over your Internet connection and then through the PSTN network to connect with the destination number.

Does a softphone work with a firewall?

If using a software firewall, you’ll need to allow the PC Softphone full access to the Internet when asked. You can change this later by viewing the list of programs configured in your firewall, and changing the access settings for the Softphone. Please refer to your firewall user guide for instructions on how to do this.

Will I be charged for incoming calls?

You will only be charged for outgoing calls unless you forward or divert an inbound call to an external phone number. If you forward inbound calls you will be charged the applicable call rate based on the external phone number type.
If you have an inbound 1300, 1800 or 0800 phone number service you will be charged the applicable inbound call charge.
Please refer to your plans Critical Information Summary for call charges.

Can I call emergency ‘000’ with MOVOX?

Yes, you can make an emergency ‘000’ call using MOVOX’s services.

Do landlines work on MOVOX handsets?

No. While some home handsets allow multiple lines to be attached, a landline service will only work on an analogue handset. MOVOX Virtual PBX handsets use Internet Protocol (IP) handsets.

What Internet connection do I need to use MOVOX?

512/128k or greater Broadband connection is recommended for best results. This will vary depending on how many concurrent telephone calls you wish to make. We recommend that upload speeds of at least 128kb be available for good call quality. You can test your Internet connection by using an Broadband Speedtest.
If you are using the same Broadband connection for Internet access and your MOVOX phone services then it is important to note that applications that use a high proportion of your Internet data, such as streaming videos or peer-to-peer downloading and uploading can degrade call quality regardless of your Internet speed.
If your modem/router supports Quality of Service (QoS), you should enable QoS and apply rules to prioritise IP phone calls. You should also disable the SIP ‘ALG’ setting. Please refer to your modem/router user guide for instructions on how to do this.
You may also consider a separate dedicated Broadband connection for your MOVOX phone service, especially if you have multiple handsets making concurrent calls.

Do I have to change my mobile phone provider?

No. You keep your mobile phone service with your current mobile phone provider.

Does my mobile phone number change?

No. Your mobile phone number remains with your current mobile phone provider.

How much mobile phone data does the application use?

The amount of mobile phone data that is used by the application will vary depending on the length of the call.  A 1-minute telephone call using the mobile application will use approximately 1.5 MB of data.  If you estimate your monthly usage of the mobile application will be an hour then you would use approximately 90 MB of mobile data.

Are 13 & 1300 numbers expensive?

With 13, 1300 numbers customers can call you from a fixed line from anywhere in Australia. Your customer will be charged a 13, 1300 call rate from their landline or mobile carrier.

Are 1800 numbers expensive?

With 1800 numbers customers can call you at no charge from a fixed line anywhere in Australia. If your customer calls your 1800 number from their mobile, they will be charged the 1800 call rate from their mobile carrier.

How are inbound numbers charged?

With 13, 1300 numbers customers can call you from a fixed line from anywhere in Australia. Your customer will be charged a 13, 1300 call rate from their landline or mobile carrier. With 1800 numbers customers can call you at no charge from a fixed line anywhere in Australia. If your customer calls your 1800 number from their mobile, they will be charged the 1800 call rate from their mobile carrier.

Can I use my own hardware with MOVOX?

Yes. While our supported hardware is designed and tested for use on our network, you can use third-party hardware with MOVOX if you wish.
Please note that if you are using your own hardware MOVOX cannot guarantee the quality of the services and will not be responsible for the configuration or maintenance of the device.

Do landlines work on MOVOX handsets?

No. While some home handsets allow multiple lines to be attached, a landline service will only work on an analogue handset. MOVOX Virtual PBX handsets use Internet Protocol (IP) handsets.

Do I need to use MOVOX hardware?

No. While our supported hardware is designed and tested for use on our network, you can use third-party hardware with MOVOX if you wish.
MOVOX sell a range of Yealink, SNOM and Grandstream handsets, TP-Link modems and routers and switches. These products are available to purchase from the MOVOX Shop.
Please note that if you are using your own hardware MOVOX cannot guarantee the quality of the services and will not be responsible for the configuration or maintenance of the device.

How do I program my handset?

To program your handsets to use a MOVOX service you will need to enter your extension username, password and domain settings into your handset configuration.
Please note that if you are using your own handsets MOVOX cannot guarantee the quality of the services and will not be responsible for the configuration or maintenance of the device. Additionally, certain Virtual PBX features may not be available or may require handset programming to operate properly.

How can I buy hardware from MOVOX?

You can order IP Handsets, Routers and Switches and other Accessories through the MOVOX Shop using your MasterCard, VISA, AMEX or Diners Card

How do I record a voicemail message?

Click the message button on your handset (or dial *97) and follow the recorded prompts. For further instructions and voicemail feature codes please refer to view our MOVOX Virtual PBX Guide
If you have a professionally recorded voicemail message we can upload the file to your Virtual PBX. Simply email your voicemail file in .wav or .mp3 format to support@movox.com.au. Please note that charges may apply for this service.

How do i change or listen to my voicemail messages?

You can change your voicemail messages:
  1. from your handset or another handset;
  2. from your mobile if you have our mobile application; or
  3. by emailing support@movox.com.au with your revised voicemail message in a suitable file format
You can access and listen to voicemail messages:
  1. on your handset or another handset;
  2. on your mobile if you have our mobile application
  3. by logging into your PBX Web Portal; or
  4. if you have set up voicemail to email, by opening the voicemail file attached to your email
On your handset
Press the message button on your handset (or dial *97) and follow the recorded prompts.
From another handset
To access messages that reside on another handset press the message button (or dial *97) then enter the 4-digit voicemail number and PIN of the handset (or user’s) voicemail box.
From your mobile application
Press the message icon on the top right hand corner of the MOVOX Application keypad screen (or dial *97) then enter your 4-digit voicemail number and PIN if you have set up a PIN.
From your PBX Web Portal
Log into your PBX Web Portal at my.movox.net.au. Your voicemail messages are located at the top left section of the dashboard screen.
In your email software
If you have requested our ‘voicemail to email’ feature your voicemail messages will be sent to your nominated email address. The message is attached to the email as a sound file. Double click on the sound file to play the message. Please note that you will need speakers or a headset to listen to a message.

What is my voicemail PIN?

Your default PIN is the same as your 4-digit extension number. To change your default voicemail PIN press the message button on your handset (or dial *97) and follow the recorded prompts.

How can I make all calls go to voicemail?

You can forward calls to Voicemail simply by pressing the ‘Do Not Disturb’ (DND) button on your handset. To disable calls forwarding to voicemail simply press the DND button again on your handset.
If your handset is in a ring group then you will need to press the DND button on all handsets within the ring group to forward calls to voicemail.

How do I forward incoming calls?

Forwarding calls to an external number can be made from your handset or by logging into your PBX Portal. From your handset On your main handset (if you have multiple handsets) dial *72, the system will then prompt you to enter the number that you would like to forward incoming calls to, e.g. enter your mobile number 04xx xxx xxx. The system will then confirm that call forwarding is enabled. To disable this feature dial *73 from the same handset that you enabled call forwarding.  The system will then confirm that call forward has been disabled. From your PBX Portal Log into your Virtual PBX portal at my.movox.net.au. You can enter a forwarding number located at the top right section of the dashboard screen. Click on or off to enable or disable call forwarding to the number entered.

I can’t make or receive calls

If you cannot make calls please check that:
  1. the number you are dialling is correct;
  2. continue with troubleshooting points 3 onward (below)
If you cannot receive calls please check that:
  1. your handset is not set to ‘Do Not Disturb’ (DND);
  2. continue with troubleshooting points 3 onward (below)
  3. your handset is connected to the Internet. (If your handset displays ‘no service’ on the handset screen it is most likely not connected to the Internet);
  4. you can reach www.movox.com.au on your computer’s web browser;
  5. If you answered ‘No’ to questions 3 and 4 above please check the Internet cables are connected securely and to the correct sockets on your handset and computer;
  6. If you answered ‘Yes’ to questions 3 and 4 above please remove the power and or Internet cables from the back of the handset(s) and then reconnect them. Wait for approximately 3 minutes until the handset(s) re-power and attempt another inbound and outbound call.
If the problem remains and you have confirmed that you have Internet connectivity please submit a Support Ticket with answers to the 5 questions below. Providing clear and specific answers will help us identify and resolve the fault quickly.
  1. What are the handset extension numbers that are unable to make or receive calls, or indicate all handsets;
  2. Can handsets make internal extension to extension calls?
  3. What is the handset extension number that last attempted to make or receive a call?
  4. What is the number (including area code) you are trying to call or the number that attempted to call you; and
  5. What was the approximate time of the attempted call?

I’m getting poor call quality

If you are using the same Broadband connection for Internet access and your MOVOX phone services then it is important to note that applications that use a high proportion of your Internet data, such as streaming videos or peer-to-peer downloading and uploading can degrade call quality regardless of your Internet speed.
If your modem/router supports Quality of Service (QoS), you should enable QoS and apply rules to prioritise IP phone calls. You should also disable the SIP ‘ALG’ setting. Please refer to your modem/router user guide for instructions on how to do this.
You may also consider a separate dedicated Broadband connection for your MOVOX phone service, especially if you have multiple handsets making concurrent calls.

I can’t hear the other person

If you cannot hear the other person on a call please check that:
  1. the handset volume is not turned down or on ‘mute’;
  2. the handset cord is connected into the correct socket. Make sure that the handset is not connected to the headset socket, or if using a headset vice-versa;
  3. If you answered ‘Yes’ to questions 1 and 2 above please re-power your modem/router by turning the power button off and then on;
  4. Wait for approximately 5 minutes until the modem/router has reconnected to the Internet and attempt another call. If the problem remains remove the power and or Internet cables from the back of the handset(s) and then reconnect them. Wait for approximately 3 minutes until the handset(s) re-power and attempt another call.
If the problem remains please submit a Support Ticket with answers to the 3 questions below. Providing clear and specific answers will help us identify and resolve the fault quickly.
  1. Is this problem occurring on all handsets or only one?
  2. Is this problem occurring on all calls or only when you call a particular number?
  3. What are the handset extension numbers that cannot hear the other party, or indicate all handsets;
If using a PC Softphone, make sure that it’s set to use the correct audio device and that you have the audio device correctly connected on your computer.

Other people can’t hear me

If a caller cannot hear you please check that:
  1. the handset volume is not turned down or on ‘mute’;
  2. the handset cord is connected into the correct socket. Make sure that the handset is not connected to the headset socket, or if using a headset vice-versa;
  3. If you answered ‘Yes’ to questions 1 and 2 above please re-power your modem/router by turning the power button off and then on;
  4. Wait for approximately 5 minutes until the modem/router has reconnected to the Internet and attempt another call. If the problem remains remove the power and or Internet cables from the back of the handset(s) and then reconnect them. Wait for approximately 3 minutes until the handset(s) re-power and attempt another call.
If the problem remains please submit a Support Ticket with answers to the 3 questions below. Providing clear and specific answers will help us identify and resolve the fault quickly.
  1. Is the problem occurring on inbound or outbound calls or both?
  2. Is this problem occurring on all handsets or only one?
  3. Is this problem occurring on all calls or only when you call a particular number?
  4. What are the handset extension numbers that the other party cannot hear, or indicate all handsets;
If using a PC Softphone, make sure that it’s set to use the correct audio device and that you have the audio device correctly connected on your computer.

Other people complain of an echo

If you’re using a PC Softphone, you may need to mute your microphone.
  1. Go to the Volume Control near the clock on the bottom right of your computer screen.
  2. Select Options
  3. Select Properties
  4. Under Show the following volume controls, check the Microphone check-box.
  5. Click OK. You will be returned to the main Volume Control window, and the Microphone sliding control should now be visible.
  6. Under Microphone, check the Mute check-box.
Generally, the above does not actually mute the microphone – instead, it mutes the microphone playback, which is a leading cause of echo.

How do I set Quality of Service (QoS)?

Quality of Service (QoS) is a feature that may be available in your modem/router used to prioritise specific types Internet traffic ahead of other Internet traffic. This allows users to surf the Internet and talk on the phone at the same time, with voice traffic (phone calls) given priority over surfing the Internet.
If your modem/router supports Quality of Service (QoS), you should enable QoS and apply rules to prioritise IP phone calls. You should also disable the SIP ‘ALG’ setting. Please refer to your modem/router user guide for instructions on how to do this.

What CODEC’s does MOVOX use?

The following CODEC’s can be used with MOVOX:
  • OPUS
  • Siren @ 32Khz
  • G722.1 @ 32khz
  • G722.1 @ 16khz
  • G722
  • Speex @ 32khz
  • Speex @ 16khz
  • G711a / PCMA – 64kbps
  • G729 – 8kbps (Requires License)
  • GSM
  • Siren (HD) @ 48kHz
  • Siren (HD) @ 64kHz

I’m getting poor call quality

If you are using the same Broadband connection for Internet access and your MOVOX phone services then it is important to note that applications that use a high proportion of your Internet data, such as streaming videos or peer-to-peer downloading and uploading can degrade call quality regardless of your Internet speed.
If your modem/router supports Quality of Service (QoS), you should enable QoS and apply rules to prioritise IP phone calls. You should also disable the SIP ‘ALG’ setting. Please refer to your modem/router user guide for instructions on how to do this.
You may also consider a separate dedicated Broadband connection for your MOVOX phone service, especially if you have multiple handsets making concurrent calls.

How do I set Quality of Service (QoS)?

Quality of Service (QoS) is a feature that may be available in your modem/router used to prioritise specific types Internet traffic ahead of other Internet traffic. This allows users to surf the Internet and talk on the phone at the same time, with voice traffic (phone calls) given priority over surfing the Internet.
If your modem/router supports Quality of Service (QoS), you should enable QoS and apply rules to prioritise IP phone calls. You should also disable the SIP ‘ALG’ setting. Please refer to your modem/router user guide for instructions on how to do this.

What CODEC’s does MOVOX use?

The following CODEC’s can be used with MOVOX:
  • OPUS
  • Siren @ 32Khz
  • G722.1 @ 32khz
  • G722.1 @ 16khz
  • G722
  • Speex @ 32khz
  • Speex @ 16khz
  • G711a / PCMA – 64kbps
  • G729 – 8kbps (Requires License)
  • GSM
  • Siren (HD) @ 48kHz
  • Siren (HD) @ 64kHz

What Video formats does MOVOX use?

The following Video formats can be used with MOVOX:
  • VP8
  • H264
  • H263
  • H261

What is a PC softphone?

A PC Softphone is a software phone that is installed on your PC. To use a PC Softphone you will require a suitable headset and microphone. There are a number of PC Softphones available, we recommend Counterpath X-lite

How does a PC softphone work?

When you make a call using a PC Softphone, your call uses your Internet connection instead of the Public Switched Telephone Network (PSTN). If using a PC Softphone to call a landline or mobile number, the call goes over your Internet connection and then through the PSTN network to connect with the destination number.