Support Help Centre

9%
Support ticket
Creating a support ticket online ensures your enquiry is automatically recorded and escalated to a team member for resolution.
Let's create your ticket
About your enquiry
About your enquiry
Include the area code and phone number without spaces
Include the area code and phone number without spaces
Troubleshooting
Please confirm that you have performed the following tasks before submitting a support ticket
Device status
In order for us to diagnose and test your Internet connection we require certain information from your NBN network termination device.
NBN Network Termination Device Status
As shown in the image to the right, what is the status of the lights on the NBN Network Termination Device?

Select the drop down fields to match the status of the Power, Link, LED and LAN lights and the colour displayed.
nbn network termination device lights
Power Link LED LAN
Light
Colour
Device information
In order for us to diagnose and test your Internet connection we require certain information from your network devices.
1. NBN network termination device details
What is the MAC Address number of the NBN Network Termination device. The MAC Address is shown on a small label located on the back of the device.
2. Your modem / router details
What is make, model and MAC Address of your Router / Modem? The MAC Address should be shown on a small label located on the back of the device.
Details of the problem
How can we help?
Description of problem
Details of service change
Your details
17%
Advanced Support
Where your technical needs fall outside our standard support we offer Advanced Support.
Booking request
Advanced support gives you direct access to a remote technician and covers things like:
  • program new or existing phones or router;
  • changes to call flows and users;
  • upload on-hold and recorded messages;
  • and other technical support requirements.
To schedule advanced support please complete the booking request. Charges are calculated on the type of support request.
How can we help you?
Phones and device details
About your recorded message file
How many Recorded files need to be uploaded?
Existing user or call flow details
How many Users or Call-flows need to be changed?
Router and network details
You will need to obtain the username and password to assess your router. Alternatively, we may have to reset the router which will disable Internet access until the router is reprogrammed.
Advanced support charges
Our charge (including GST) to perform the Advanced Support task is:
I accept the Advanced Support charge indicated above and acknowledge that the charges will be added to my MOVOX account.
Booking date and time
Please enter your preferred booking date and your window of time for us to commence the Advanced Support tasks.
If we are unable to perform the Advanced Support tasks on the day and time specified we will contact you to schedule an alternative time.
Contact details
Who should we contact in relation to your Advanced Support tasks?

Using our services

About feature codes

Feature codes are numbers dialled from your phone or softphone keypad.

They make it easy to turn on and off regularly used phone system features like; call forwarding, hotdesking, call parking and voicemail management.

This section sets out feature codes and how to use them with your MOVOX Cloud PBX, softphone application or other voice service.

Call forwarding

Enable Call Forwarding *72

This feature code is used to exclusively enable call forwarding. The default code is “*72”, and when dialled a prompt will ask for the number to forward to. The caller is expected to enter the phone number then press pound, at which point call forwarding is enabled and the number is read back to ensure it wasn’t misdialled. The feature code requires the caller to enter the phone number to forward to each time they use the code. Optionally they can dial the feature code as a prefix on feature code “*7215552489715”, which will enable call forwarding to 15552489715.

Disable Call Forwarding *73

This feature code will disable any active call forwarding. Dialling the code, by default “*73”, plays a prompt to the caller informing them call forwarding has been disabled.

Toggle Call Forwarding *74

This feature code will enable or disable call forwarding depending on if it is active when dialled by default “*74”. Furthermore, this feature code remembers the last number you forwarded to and enables it without asking for a new number. If the caller has never enabled call forwarding then they will be prompted for the number. Like the enable call forwarding feature code, they can optionally prefix the code with a new call forwarding number.

(If the feature is enabled and they prepend the feature code it will disable call forwarding without storing the provided number.)

Update Call Forwarding *56

The update call forwarding feature code, by default “*56”, will prompt the caller to enter a new call forwarding number. This immediately replaces any number currently being used, set either by the enable or toggle feature code. The number entered is also stored for later use with the toggle feature. The status of call forwarding will not be changed by this code, so if it is disabled or enabled it will remain so.

Call parking

Call parking allows each user to have their own parking lot, and reception to be able to park calls for specific users. This is useful for allowing reception to answer calls and put them on hold for a specific party, who can see a light blinking on their phone when a call is waiting for them. The final party can answer the call once they are ready, or reception can “retrieve” the call if there is no answer.

Dialling *3 will park a call and retrieve a call from call parking.

To place a call into call parking:

  1. answer the call;
  2. press the transfer button on your handset;
  3. dial *3;
  4. wait for the system to tell you which spot the call has been placed into before hanging up.

To retrieve a call from call parking:

  1. dial *3;
  2. dial the parking spot number;
  3. wait to be connected to the parked call

Valet (*4)

Retrieve (*5)

Intercom and loud speaker

The intercom feature allows you to dial a phone and have the phone automatically go off-hook to speaker mode. This is useful for announcing callers or paging individuals who may not be near their phone.

Note that intercom is a phone-specific feature. Most phones support intercom but some do not.

Hot desking

Enable Hot-desking *11

This feature code is used to “log in” to a phone. When *11 is dialled, the caller will enter their ID (and optionally a pin). Upon successful completion, the phone from which they enabled hot-desking will now ring when they receive a call, get updates about voicemail, and basically act like the user’s phone.

Disable Hot-desking *12

This feature code is used to “log out” of a phone. Just as logging into the phone, once a user has dialled *12 and entered their ID and optional pin, the phone will cease to receive their inbound calls, voicemail updates, and other features. Inbound calls will likely go straight to voicemail (unless the user is permitted to be logged into multiple phones at once).

Toggle Hot-desking *13

This feature code is used to toggle the current state of the user’s devices. If logged out, dialling *13 logs the user into owned devices. If logged in, toggling logs the user out of all the devices they’re currently logged into.

Voicemail menu

The feature code *97 is used to access the main menu of a voicemail box.

When dialled the user can select from the sub-menus below:

Main menu

1 – to hear new messages

1 – save message
2 – replay message
7 – delete message
0 – return to the main menu

2 – to hear saved messages

5 – change your settings

1 – record your mailbox greeting
2 – record your name
3 – change your password
0 – return to the main menu

About voicemail

The MOVOX Cloud PBX system supports an unlimited number of voicemail boxes.

You can have a personal voicemail message on your phone, or a group voicemail message for your team, or department.

You can even set up voicemail messages for business hours, after-hours and holidays.

Voicemail recording files can be self-supplied, or subscribe to one of our professionally recorded message and greeting plans and we’ll upload the message for you.

You can listen to messages, save them, delete them and update your voicemail greeting by accessing your voicemail box.

Each voicemail box is allocated a voicemail 4-digit number. If the voicemail box is assigned to an individual user, the 4-digit number is usually the same as their extension number.

Video guides

Our video guides provide a quick summary on personal and group voicemail setup and use.

Personal voicemail

Group voicemail

Managing voicemail

Listening to voicemail messages

Once you have setup your voicemail, you’ll receive new messages sent to your email as a .wav file attachment. To hear your voicemail message, simply click the .wav file to open and play using your computers media player.

If your using a physical desk phone, your handset may also indicate new messages with a flashing button, or icon on the device screen. Please refer to your handset guide.

To hear your voicemail message via your phone, simply press the message button on the handset keypad, or dial *97. A voice prompt will announce the date and time of the voicemail message and guide you through various functions such as saving and deleting the voicemail message from your phone.

Deleting voicemail messages

To delete messages and manage your voicemail settings, press the message button on your handset, or dial *97 then enter your voicemail box nuber, followed by the hash (#) key. A voice prompt will guide you through various functions.

Note: When you delete a voicemail message on the phone this will not delete the voicemail message attached to your email. And vice versa, if you delete the voicemail email, this will not delete the voicemail message from the phone.

Voicemail menu

The feature code *97 is used to access the main menu of a voicemail box.

When dialled the user can select from the sub-menus below:

Main menu

1 – to hear new messages

1 – save message
2 – replay message
7 – delete message
0 – return to the main menu

2 – to hear saved messages

5 – change your settings

1 – record your mailbox greeting
2 – record your name
3 – change your password
0 – return to the main menu

Softphones

A softphone is a software application for your mobile, computer, or laptop. Softphones include all the features of your office phone in a lightweight software application.

XPhone TM is MOVOX’s softphone application available for iPhone and Android mobile devices and Windows PC’s and laptop’s. The application requires a subscription to our Softphone Plan 10 or Softphone Plan 20.

You can download the softphone application to your mobile device from the App Store or Google Play. The Windows desktop version can be downloaded by clicking the Windows icon below.

Where do you get the application?

You can download the softphone application to your mobile device from the App Store or Google Play. The Windows desktop version can be downloaded by clicking the Windows icon below.

movox - download on the app store   movox - get it on google play    movox - desktop softphone download for windows

Video guide

Watch our softphone video for a quick summary on how the softphone application works.

XPhone TM softphone application video

Use your company phone number

Softphones enable you to use your company phone number on your mobile phone or computer to make, receive and transfer calls just like you were sitting at your desk.

User Guides

Click the images below to download our XPhone TM softphone application user guides.

movox xphone mobile softphone setup guide

Softphone FAQ’s

Can I use my own softphone with MOVOX?

The MOVOX XPhone TM softphone application is free to download and has been designed to work with MOVOX’s service and provides all the features and functions included in our Cloud PBX phone system.

Not all softphone applications will connect with MOVOX’s service. If you intend to use your own softphone application with MOVOX we recommend that you contact our Help-desk to confirm the softphone’s suitability.

What does the softphone application cost?

The MOVOX XPhone <sup>TM</sup> softphone application is free to download for mobile devcies from the App Store and Google Play and via our website if using our Windows desktop softphone application.

The use the softphone application you will require an active subscription to our Softphone Plan 10 or Softphone Plan 20.

How can I use my company phone number?

Softphones enable you to use your company phone number on your mobile phone or computer to make, receive and transfer calls just like you were sitting at your desk.

If your company phone number is with another carrier you will need to transfer the number to MOVOX for use on your softphone application. Alternatively, MOVOX can provide you with a new local phone number as part of your Softphone Plan.

Call quality

Identifying call quality issues

The are many reasons why you may experience issues with call quality. In most instances the cause of call quality issues can be identified (and fixed) by performing basic troubleshooting techniques which are set out below.

To isolate and guide you to the potential cause and solution of call quality issues, please proceed through the following Q&A table:

 1. How would you decribe the problem?
 A. Phones do not ring when called
B. Calls drop after being connected
C. Calls go straight to voicemail
D. Only one person can hear the other
E. There’s a delay for either person hearing the other
F. The call audio is distorted, choppy, garbled, or echoing
 2. How many devices expereince the call quality issue
A. on 1 single phone B. a few phones, but not all C. on all phones
 3. When do you experience the call quality issue
A. every now and then B. most calls, but not all C. on every phone call
 4. What is the direction of the call
A. Inbound (calls received) B. Outbound (calls made) C. Both inbound & outbound

Disable SIP ALG

SIP ALG is a feature found in most networked routers, operating as a function of its firewall.SIP ALG interferes with IP and signalling protocols. If you are experiencing:

  • Only one person can hear the other
  • Phones do not ring when called
  • Calls drop after being connected
  • Calls go straight to voicemail

It is most likely that SIP ALG is enabled in your router. To disable SIP ALG, you will need to log into your router.

Please navigate to > Getting on-board > Network readiness for instructions on how to disable SIP ALG for commonly used routers. Alternately, please refer to your router user guide.

Jitter

Call quality issues related to jitter manifest as disarranged sound. These issues happen because of the way phone calls are transferred over the internet. When on a call, your voice is converted into data packets and then sent over the internet to the person you’re speaking with.

When there’s a delay in transmission, data packets can get jumbled or have gaps. You can fix jitter with a jitter buffer. A jitter buffer temporarily stores data packets in the right sequence and transmits them in intervals. As a result, clear audio reaches its recipient with minimum delay.

Latency

Latency is a delay between when one person says something and the other person hearing it. It may seem that you and your caller are talking over each other and you can hear your own voice on the call.

There are a few types of latency that happen on calls: propagation delay, handling delay, and queuing delay. Latency can be solved and prevented by prioritising SIP traffic in your network router by using:

  • Bandwidth reservation
  • Policy-based network management
  • Multi-Protocol Label Switching (MPLS)

Prioritising SIP traffic over the network will improve both latency and jitter.

Please refer to your router user guide or network technician to prioritise SIP traffic.

Video guides

Cloud PBX
Softphones
Personal voicemail
Group voicemail

Number porting

Transferring calls

Connecting your phone (via PC)

Connecting your phone (via router)

Call quality

Identifying call quality issues

The are many reasons why you may experience issues with call quality. In most instances the cause of call quality issues can be identified (and fixed) by performing basic troubleshooting techniques which are set out below.

To isolate and guide you to the potential cause and solution of call quality issues, please proceed through the following Q&A table:

 1. How would you decribe the problem?
 A. Phones do not ring when called
B. Calls drop after being connected
C. Calls go straight to voicemail
D. Only one person can hear the other
E. There’s a delay for either person hearing the other
F. The call audio is distorted, choppy, garbled, or echoing
 2. How many devices expereince the call quality issue
A. on 1 single phone B. a few phones, but not all C. on all phones
 3. When do you experience the call quality issue
A. every now and then B. most calls, but not all C. on every phone call
 4. What is the direction of the call
A. Inbound (calls received) B. Outbound (calls made) C. Both inbound & outbound

Disable SIP ALG

SIP ALG is a feature found in most networked routers, operating as a function of its firewall.SIP ALG interferes with IP and signalling protocols. If you are experiencing:

  • Only one person can hear the other
  • Phones do not ring when called
  • Calls drop after being connected
  • Calls go straight to voicemail

It is most likely that SIP ALG is enabled in your router. To disable SIP ALG, you will need to log into your router.

Please navigate to > Getting on-board > Network readiness for instructions on how to disable SIP ALG for commonly used routers. Alternately, please refer to your router user guide.

Jitter

Call quality issues related to jitter manifest as disarranged sound. These issues happen because of the way phone calls are transferred over the internet. When on a call, your voice is converted into data packets and then sent over the internet to the person you’re speaking with.

When there’s a delay in transmission, data packets can get jumbled or have gaps. You can fix jitter with a jitter buffer. A jitter buffer temporarily stores data packets in the right sequence and transmits them in intervals. As a result, clear audio reaches its recipient with minimum delay.

Latency

Latency is a delay between when one person says something and the other person hearing it. It may seem that you and your caller are talking over each other and you can hear your own voice on the call.

There are a few types of latency that happen on calls: propagation delay, handling delay, and queuing delay. Latency can be solved and prevented by prioritising SIP traffic in your network router by using:

  • Bandwidth reservation
  • Policy-based network management
  • Multi-Protocol Label Switching (MPLS)

Prioritising SIP traffic over the network will improve both latency and jitter.

Please refer to your router user guide or network technician to prioritise SIP traffic.

Getting onboard

About number porting

Transferring phone numbers from your existing phone company to MOVOX is a seamless process referred to as local number portability, or number porting. It allows you to keep your phone numbers when relocating or changing phone company.

Your old phone system may have required a separate phone number for each simultaneous call. With MOVOX you can make multiple simultaneous calls using the one phone number. This means when transferring numbers to us you only need to transfer the phone numbers that people call you on.

Porting process

If you want to port your existing phone numbers to MOVOX:

  • The numbers must be active. Do not disconnect your service with your current phone company as we cannot port your number if it has been disconnected;
  • Service features associated with the number such as Internet or call forwarding must be removed prior to submitting a number transfer application;
  • Once we have received your number porting application, we will contact your current phone company and initiate the transfer process;
  • There are different timeframes depending on the number porting category associated with the service type and the quantity of numbers to be transferred. (See: Number porting categories for further information).

Rejection charges

Avoid rejection charges

In addition to number porting fees detailed above, other fees and charges may apply when porting your number from one phone company to another.

This may include:

  • Early termination fee if you break your contract with your current phone company;
  • Port away fees which may be charged by your current phone company. It’s best to refer to the Critical Information Summary associated with your current phone plan. These can be located on the website of your current phone company;
  • Port Rejection Charges if your Porting Application is rejected by the losing carrier. The reasons and applicable charges for Port Rejections are detailed in the table below. If a Porting Application is rejected you will be charged the applicable number porting fee to resubmit the Port Application; and
  • Outstanding call charges with your current phone company. Note that your current phone company cannot refuse to port your number if you owe them money for any outstanding balance on your account.

Number porting categories

Simple port – Category A

Service types categorised as a Simple port – Category A, include a single local service number beginning with 02, 03, 07 and 08.

Category A transfers generally take 4-6 business days to complete

Complex port – Category C

Category C transfers require project management from both MOVOX and the losing carrier.

Service types categorised as a Complex port – Category C include:

  • Multiple local numbers beginning with 02, 03, 07 and 08;
  • Number blocks or a sequential range of numbers;
  • 13, 1300 and 1800 inbound numbers; and
  • Numbers associated with service features such as Internet or call forwarding

Category C transfers generally take 4-6 weeks to complete depending on complexity

Softphones

A softphone is a software application for your mobile, computer, or laptop. Softphones include all the features of your office phone in a lightweight software application.

XPhone TM is MOVOX’s softphone application available for iPhone and Android mobile devices and Windows PC’s and laptop’s. The application requires a subscription to our Softphone Plan 10 or Softphone Plan 20.

You can download the softphone application to your mobile device from the App Store or Google Play. The Windows desktop version can be downloaded by clicking the Windows icon below.

Where do you get the application?

You can download the softphone application to your mobile device from the App Store or Google Play. The Windows desktop version can be downloaded by clicking the Windows icon below.

movox - download on the app store   movox - get it on google play    movox - desktop softphone download for windows

Video guide

Watch our softphone video for a quick summary on how the softphone application works.

XPhone TM softphone application video

Use your company phone number

Softphones enable you to use your company phone number on your mobile phone or computer to make, receive and transfer calls just like you were sitting at your desk.

User Guides

Click the images below to download our XPhone TM softphone application user guides.

movox xphone mobile softphone setup guide

Softphone FAQ’s

Can I use my own softphone with MOVOX?

The MOVOX XPhone TM softphone application is free to download and has been designed to work with MOVOX’s service and provides all the features and functions included in our Cloud PBX phone system.

Not all softphone applications will connect with MOVOX’s service. If you intend to use your own softphone application with MOVOX we recommend that you contact our Help-desk to confirm the softphone’s suitability.

What does the softphone application cost?

The MOVOX XPhone <sup>TM</sup> softphone application is free to download for mobile devcies from the App Store and Google Play and via our website if using our Windows desktop softphone application.

The use the softphone application you will require an active subscription to our Softphone Plan 10 or Softphone Plan 20.

How can I use my company phone number?

Softphones enable you to use your company phone number on your mobile phone or computer to make, receive and transfer calls just like you were sitting at your desk.

If your company phone number is with another carrier you will need to transfer the number to MOVOX for use on your softphone application. Alternatively, MOVOX can provide you with a new local phone number as part of your Softphone Plan.

Porting charges

Australian local phone number transfer

1300/1800 Inbound number transfer

10 phone number range transfer

100 phone number range transfer

$33

per number application

$75

per number application

$100

per number application

$165

per number application

This fee is charged for each Australian local phone number transfer application

Porting rejection charge $40 per attempt, per number

This fee is charged for each inbound phone number transfer application

Porting rejection charge $40 per attempt, per number

This fee is charged for each 10 phone number range transfer application

Porting rejection charge $300 per attempt, per number range

This fee is charged for each 100 phone number range transfer application

Porting rejection charge $300 per attempt, per number range

Related plans

local phone number plan
local phone number plan
local phone number plan
local phone number plan

Australian
(02), (03), (07), (08)
local phone number plan

1300 / 1800
Australian inbound
phone number plan

Block of 10
Australian
local phone numbers

Block of 100
Australian
local phone numbers

$3

per

month

$15

per

month

$20

per

month

$50

per

month

Includes 1 x Australian (02), (03), (07) or (08) local phone number

Critical Information Summary

Includes 1 x Australian 1300 or 1800 inbound phone number

Critical Information Summary

Includes 10 consecutive Australian (02), (03), (07) or (08) local phone numbers

Critical Information Summary

Includes 100 consecutive Australian (02), (03), (07) or (08) local phone numbers

Critical Information Summary

Network readiness

Preparing your local network in accordance with our suggested settings will ensure that we deliver reliable communication solutions with crystal clear call quality.

Security

Protecting your computers and IP phones from online threats is essential.

Failing to secure your PBX or IP phones and devices may result in:

Toll Fraud – utilising your PBX, devices or account details to make calls at your expense;

Unauthorised access – to your system resources, information, privileges and listening to your calls and voicemail;

Denial of Service – disabling your voice communication using packet floods.

These security steps are critical to ensure your protection against hackers. If you require assistance configuring or implementing any of our recommendations, contact out Technical Support Team or your IT service provider.

To make sure that your network is more resilient to attacks and Toll Fraud, we recommend you do the following:

Passwords

Use a strong alphanumeric passwords for your IP phones and extensions. Change your router’s default “admin” password and replace it with something complex. Once done, document the new passwords and store them in a safe place for future reference.

Disable remote access

Remote access (or remote management) is a convenient way for users and technicians to manage your router over the internet but it can also be used by hackers to access your network and devices;

Block IP addresses

Only allow SIP authentication and inbound call requests from MOVOX’s trusted IP addresses and block all others. Please raise a Support Ticket to request MOVOX’s trusted IP addresses.

Use a firewall

Firewalls help protect against malicious software and prevent people from travelling through your internet connection to compromise your local network by limiting which ports can be used, IP addresses, and type of traffic. We recommend you start with a block-all policy and then add rules to allow access from trusted or known sources.

Keep device software up-to-date

Software and firmware updates are critical to the security and reliability of your computers, phones and other network devices. Some updates address bugs and potential exploits in your computer. We recommend you set a regular reminder to check and update your device software and firmware if necessary.

Use a non-standard access port

Protect the administration and remote management interface by using a non-standard access port.

Restrict International calls

Please raise a Support Ticket to request restrictions on calls to international destinations

Manage employee access

Delete employee authorisation codes when they leave your company.

Delete usernames and passwords

When discarding of storing IP phones and devices, ensure you factory reset devices and check that authentication usernames and passwords have been removed

SIP ALG

SIP ALG is a feature found in most networked routers, operating as a function of its firewall. It consists of two different technologies, explained below:

Session Initiation Protocol (SIP)

The underlying service that powers all Voice over Internet Protocol (VoIP) phones, apps, and devices. SIP manages registering devices, maintaining call presence, and overseeing the call audio. Read more about SIP in our deep dive here.

Application Layer Gateway (ALG)

Routers segments your ISP and your internal network through a process known as Network Address Translation (NAT). An ALG acts as a proxy to rewrite the destination addresses in data packets for improved connectivity.

SIP ALG interferes with IP and signalling protocols. If you are experiencing:

  • Only one person can hear the other
  • Phones do not ring when called
  • Calls drop after being connected
  • Calls go straight to voicemail

It is most likely that SIP ALG is enabled in your router. To disable SIP ALG, you will need to log into your router.

We’ve set out instructions on how to disable SIP ALG for commonly used routers such as Linksys, Netgear, D-Link and TP-Link. We recommend that you also refer to your router manufacturers’ user guide for instructions specific to the make and model of your router.

TP-Link

Archer series

  1. Click on the Advanced Tab;
  2. Expand the NAT Forwarding menu on the left side of the screen;
  3. Uncheck SIP ALG, RTSP ALG, and H323 ALG checkboxes;
  4. Click Save.

Other TP-Link routers

Use the Telnet client from the Command Prompt and apply the following command:

ip nat service sip sw off

D-Link
  1. Click on Advanced Settings;
  2. Locate the Application Level Gateway (ALG) Configuration;
  3. Uncheck the SIP option; and
  4. Click Save.

DIR-655

  1. Click Advanced, located along the top;
  2. Click Firewall Settings on the left side of the screen;
  3. Uncheck Enable SPI;
  4. Set both UDP and TCP Endpoint Filtering to Endpoint Independent;
  5. Uncheck SIP from Application Level Gateway Configuration; and
  6. Click Save.

 

Netgear

With the Genie interface

  1. Select the Advanced tab at the top;
  2. Expand the Setup menu on the left of the screen;
  3. Click WAN Setup; and
  4. Check the box labelled Disable SIP ALG.

Other Netgear routers

  1. Under Security/Firewall, click on Advanced Settings;
  2. Disable SIP ALG;
  3. Locate Session Limit under Security/Firewall; and
  4. Increase the UDP timeout to 300 seconds

 

ASUS
  1. Under the Advanced Settings section, click WAN;
  2. Click the NAT Passthrough tab;
  3. Change the SIP Passthrough setting to “Disable.”;
  4. Click Apply.
Fortinet

Use the following commands from the CLI interface:

config system session-helper
show system session-helper

  1. Find the SIP session instance, indicated by #12;
  2. Delete #12 or the appropriate number; and

Confirm its deletion by executing this command:

show system session-helper

Ubiquiti

Use the configuration tree if supported:

system > conntrack > modules > sip > disable

Alternatively, you can SSH into the device and run the following commands:

configure
set system conntrack modules sip disable
commit
save
exit

Linksys

Smart Wi-Fi (E-series)

  1. On the left side of the screen, click on Connectivity;
  2. Click the Administration tab;
  3. Under Application Layer Gateway, uncheck SIP;
  4. Click Apply or Save;

Other Linksys routers

  1. On the Admin page, go to the ‘Advanced’; and
  2. Disable the SIP ALG feature.

Linksys BEFSR41 routers

  1. On the Admin page select Applications/Gaming;
  2. Click on Port Triggering;
  3. Type in ‘TCP’ as the application;
  4. Type in ‘5060’ into the Start Port and End Port for the ‘Triggering Range’ and ‘Forwarded Range’ fields;
  5. Check ‘Enable’; and
  6. Click on Save and Reboot.

 

Cisco

Cisco General and Enterprise-Class routers

  1. no ip nat service sip tcp port 5060;
  2. no ip nat service sip udp port 5060;

Cisco PIX routers

  1. no fixup protocol sip 5060;
  2. no fixup protocol sip udp 5060

Cisco ASA routers

  1. Locate ‘Class inspection_default’ under ‘Policy-map global_policy’; and
  2. Execute this command:

no inspect sip

Your account

About your bill

Our bills are designed to be viewed online in your web browser. From your web browser bills can be printed, saved or forward to someone else.

Your bill is categorised into the following sections:

  • Account activity;
  • Plans & usage;
  • Usage detail; and
  • Other services

Clicking any summary section, content box, heading or product icon will reveal detailed information and usage charges.

Your bill may take several seconds to appear depending on the amount of data contained in your bill, the larger the bill the longer it will take to open in your browser.

movox pay a bill

Paying your bill

BPAY

Use BPAY to pay from your bank account or credit card. Instructions on how to do so can be found here: https://movox.com.au/pay-a-bill/

Your MOVOX BPAY biller code and reference number are located at the bottom of your invoice cover page.

By phone

Call 1800 100 800 (option 1) any time to pay by Visa, MasterCard, AMEX or Diners.

Your MOVOX biller ID and reference number are located at the bottom of your invoice cover page.

Online

Click here: https://movox.com.au/pay-a-bill  Pay-a-bill to pay by Visa, MasterCard, AMEX or Diners.

Your MOVOX biller ID and reference number are located at the bottom of your invoice.

Direct debit

Use Direct Debit to automatically debit your nominated bank account the monthly invoice amount on the due date.

To setup Direct Debit please complete and submit the Direct Debit Request (DDR) form located on this page.

How and when will I receive my bill?

If you’ve subscribed to one of our recurring plans we’ll send a monthly invoice to your nominated email address, which will contain details of your services and itemise any charges for each service, such as call charges.

The email will contain a “view bill” button, when pressed your bill will automatically open in your web browser.

Monthly bills include recurring charges in advance and usage charges incurred in previous billing periods.

Your online bill is dynamic, we’ve designed it to be easily read as a summary or by clicking any content box, heading or product icon you can view detailed information and usage charges.

We’ll send you an email each time a new bill is issued.

To view your bill click the link within the email or login to your account to view current and past bills.

Where can I view my itemised charges?

To view itemised charges, expand sections of your bill by clicking the down V arrow next to section headings

What happens if I don't pay my bill by the due date?

Customers who have failed to pay their account in full by the due date will be sent an overdue notice on the third day following the due date.

The overdue notice will be sent by email. It advises the customer that MOVOX has not received payment of their account to pay within 7 days.

The notice also advises to disregard the notice if they have made a payment within the past 3 days.

If you are having difficulty in paying the invoiced amount please email us at accounts@movox.com.au or call us on 1800 100 800 (Mon-Fri, 9am-5pm AEST).

Is there a surcharge if I pay using my credit card?

There’s no surcharge when using VISA or MasterCard. AMEX and Diners Club cards incur 4% payment surcharge.

If you have more questions

Hardware settings

Connecting your phone

Feature codes are numbers dialled from your phone or softphone keypad. They make it easy to turn on and off regularly used phone system features like; call forwarding, hotdesking, call parking and voicemail management. This section sets out feature codes and how to use them with your MOVOX Cloud PBX, softphone application or other voice service.

Call forwarding

Enable Call Forwarding *72

This feature code is used to exclusively enable call forwarding. The default code is “*72”, and when dialled a prompt will ask for the number to forward to. The caller is expected to enter the phone number then press pound, at which point call forwarding is enabled and the number is read back to ensure it wasn’t misdialled. The feature code requires the caller to enter the phone number to forward to each time they use the code. Optionally they can dial the feature code as a prefix on feature code “*7215552489715”, which will enable call forwarding to 15552489715.

Disable Call Forwarding *73

This feature code will disable any active call forwarding. Dialling the code, by default “*73”, plays a prompt to the caller informing them call forwarding has been disabled.

Toggle Call Forwarding *74

This feature code will enable or disable call forwarding depending on if it is active when dialled by default “*74”. Furthermore, this feature code remembers the last number you forwarded to and enables it without asking for a new number. If the caller has never enabled call forwarding then they will be prompted for the number. Like the enable call forwarding feature code, they can optionally prefix the code with a new call forwarding number.

(If the feature is enabled and they prepend the feature code it will disable call forwarding without storing the provided number.)

Update Call Forwarding *56

The update call forwarding feature code, by default “*56”, will prompt the caller to enter a new call forwarding number. This immediately replaces any number currently being used, set either by the enable or toggle feature code. The number entered is also stored for later use with the toggle feature. The status of call forwarding will not be changed by this code, so if it is disabled or enabled it will remain so.

Call parking

Call parking allows each user to have their own parking lot, and reception to be able to park calls for specific users. This is useful for allowing reception to answer calls and put them on hold for a specific party, who can see a light blinking on their phone when a call is waiting for them. The final party can answer the call once they are ready, or reception can “retrieve” the call if there is no answer.

Dialling *3 will park a call and retrieve a call from call parking.

To place a call into call parking:

  1. answer the call;
  2. press the transfer button on your handset;
  3. dial *3;
  4. wait for the system to tell you which spot the call has been placed into before hanging up.

To retrieve a call from call parking:

  1. dial *3;
  2. dial the parking spot number;
  3. wait to be connected to the parked call

Valet (*4)

Retrieve (*5)

Intercom and loud speaker *0

The intercom feature allows you to dial a phone and have the phone automatically go off-hook to speaker mode. This is useful for announcing callers or paging individuals who may not be near their phone.

Note that intercom is a phone-specific feature. Most phones support intercom but some do not.

Troubleshooting

Hot desking

Enable Hot-desking *11

This feature code is used to “log in” to a phone. When *11 is dialled, the caller will enter their ID (and optionally a pin). Upon successful completion, the phone from which they enabled hot-desking will now ring when they receive a call, get updates about voicemail, and basically act like the user’s phone.

Disable Hot-desking *12

This feature code is used to “log out” of a phone. Just as logging into the phone, once a user has dialled *12 and entered their ID and optional pin, the phone will cease to receive their inbound calls, voicemail updates, and other features. Inbound calls will likely go straight to voicemail (unless the user is permitted to be logged into multiple phones at once).

Toggle Hot-desking *13

This feature code is used to toggle the current state of the user’s devices. If logged out, dialling *13 logs the user into owned devices. If logged in, toggling logs the user out of all the devices they’re currently logged into.

Voicemail menu

The feature code *97 is used to access the main menu of a voicemail box.

When dialled the user can select from the sub-menus below:

Main menu

1 – to hear new messages

1 – save message
2 – replay message
7 – delete message
0 – return to the main menu

2 – to hear saved messages

5 – change your settings

1 – record your mailbox greeting
2 – record your name
3 – change your password
0 – return to the main menu

Router readiness

Preparing your local network in accordance with our suggested settings will ensure that we deliver reliable communication solutions with crystal clear call quality.

Security

Protecting your computers and IP phones from online threats is essential.

Failing to secure your PBX or IP phones and devices may result in:

Toll Fraud – utilising your PBX, devices or account details to make calls at your expense;

Unauthorised access – to your system resources, information, privileges and listening to your calls and voicemail;

Denial of Service – disabling your voice communication using packet floods.

These security steps are critical to ensure your protection against hackers. If you require assistance configuring or implementing any of our recommendations, contact out Technical Support Team or your IT service provider.

To make sure that your network is more resilient to attacks and Toll Fraud, we recommend you do the following:

Passwords

Use a strong alphanumeric passwords for your IP phones and extensions. Change your router’s default “admin” password and replace it with something complex. Once done, document the new passwords and store them in a safe place for future reference.

Disable remote access

Remote access (or remote management) is a convenient way for users and technicians to manage your router over the internet but it can also be used by hackers to access your network and devices;

Block IP addresses

Only allow SIP authentication and inbound call requests from MOVOX’s trusted IP addresses and block all others. Please raise a Support Ticket to request MOVOX’s trusted IP addresses.

Use a firewall

Firewalls help protect against malicious software and prevent people from travelling through your internet connection to compromise your local network by limiting which ports can be used, IP addresses, and type of traffic. We recommend you start with a block-all policy and then add rules to allow access from trusted or known sources.

Keep device software up-to-date

Software and firmware updates are critical to the security and reliability of your computers, phones and other network devices. Some updates address bugs and potential exploits in your computer. We recommend you set a regular reminder to check and update your device software and firmware if necessary.

Use a non-standard access port

Protect the administration and remote management interface by using a non-standard access port.

Restrict International calls

Please raise a Support Ticket to request restrictions on calls to international destinations

Manage employee access

Delete employee authorisation codes when they leave your company.

Delete usernames and passwords

When discarding of storing IP phones and devices, ensure you factory reset devices and check that authentication usernames and passwords have been removed

SIP ALG

SIP ALG is a feature found in most networked routers, operating as a function of its firewall. It consists of two different technologies, explained below:

Session Initiation Protocol (SIP)

The underlying service that powers all Voice over Internet Protocol (VoIP) phones, apps, and devices. SIP manages registering devices, maintaining call presence, and overseeing the call audio. Read more about SIP in our deep dive here.

Application Layer Gateway (ALG)

Routers segments your ISP and your internal network through a process known as Network Address Translation (NAT). An ALG acts as a proxy to rewrite the destination addresses in data packets for improved connectivity.

SIP ALG interferes with IP and signalling protocols. If you are experiencing:

  • Only one person can hear the other
  • Phones do not ring when called
  • Calls drop after being connected
  • Calls go straight to voicemail

It is most likely that SIP ALG is enabled in your router. To disable SIP ALG, you will need to log into your router.

We’ve set out instructions on how to disable SIP ALG for commonly used routers such as Linksys, Netgear, D-Link and TP-Link. We recommend that you also refer to your router manufacturers’ user guide for instructions specific to the make and model of your router.

TP-Link

Archer series

  1. Click on the Advanced Tab;
  2. Expand the NAT Forwarding menu on the left side of the screen;
  3. Uncheck SIP ALG, RTSP ALG, and H323 ALG checkboxes;
  4. Click Save.

Other TP-Link routers

Use the Telnet client from the Command Prompt and apply the following command:

ip nat service sip sw off

D-Link
  1. Click on Advanced Settings;
  2. Locate the Application Level Gateway (ALG) Configuration;
  3. Uncheck the SIP option; and
  4. Click Save.

DIR-655

  1. Click Advanced, located along the top;
  2. Click Firewall Settings on the left side of the screen;
  3. Uncheck Enable SPI;
  4. Set both UDP and TCP Endpoint Filtering to Endpoint Independent;
  5. Uncheck SIP from Application Level Gateway Configuration; and
  6. Click Save.

 

Netgear

With the Genie interface

  1. Select the Advanced tab at the top;
  2. Expand the Setup menu on the left of the screen;
  3. Click WAN Setup; and
  4. Check the box labelled Disable SIP ALG.

Other Netgear routers

  1. Under Security/Firewall, click on Advanced Settings;
  2. Disable SIP ALG;
  3. Locate Session Limit under Security/Firewall; and
  4. Increase the UDP timeout to 300 seconds

 

ASUS
  1. Under the Advanced Settings section, click WAN;
  2. Click the NAT Passthrough tab;
  3. Change the SIP Passthrough setting to “Disable.”;
  4. Click Apply.
Fortinet

Use the following commands from the CLI interface:

config system session-helper
show system session-helper

  1. Find the SIP session instance, indicated by #12;
  2. Delete #12 or the appropriate number; and

Confirm its deletion by executing this command:

show system session-helper

Ubiquiti

Use the configuration tree if supported:

system > conntrack > modules > sip > disable

Alternatively, you can SSH into the device and run the following commands:

configure
set system conntrack modules sip disable
commit
save
exit

Linksys

Smart Wi-Fi (E-series)

  1. On the left side of the screen, click on Connectivity;
  2. Click the Administration tab;
  3. Under Application Layer Gateway, uncheck SIP;
  4. Click Apply or Save;

Other Linksys routers

  1. On the Admin page, go to the ‘Advanced’; and
  2. Disable the SIP ALG feature.

Linksys BEFSR41 routers

  1. On the Admin page select Applications/Gaming;
  2. Click on Port Triggering;
  3. Type in ‘TCP’ as the application;
  4. Type in ‘5060’ into the Start Port and End Port for the ‘Triggering Range’ and ‘Forwarded Range’ fields;
  5. Check ‘Enable’; and
  6. Click on Save and Reboot.

 

Cisco

Cisco General and Enterprise-Class routers

  1. no ip nat service sip tcp port 5060;
  2. no ip nat service sip udp port 5060;

Cisco PIX routers

  1. no fixup protocol sip 5060;
  2. no fixup protocol sip udp 5060

Cisco ASA routers

  1. Locate ‘Class inspection_default’ under ‘Policy-map global_policy’; and
  2. Execute this command:

no inspect sip

0
    0
    Your order
    Your cart is empty