Are phone number ranges available?

They certainly are! We can offer any length of number range, from 5 to 10,000 in any of our available phone number locations.

Do you support Multiple Registrations?

Tronic requires each device (i.e Desk Phone, Cordless Phone, App, or Softphone) to be registered as a separate Extension on the Hosted PBX. If multiple devices are registering to the same extension number, then there will be problems sending incoming calls to the devices as the server will only send calls to the last device that connected with that username/password.

To setup ‘twinning’, where a call rings in more than one place, you can setup a ring group with multiple extensions and/or external numbers. See Portal Guide – Ring Groups for more information.

You can upgrade your plan to add more extensions to your Hosted PBX.

Emergency Calls (000)

000 – Connects directly to emergency services. You are advised to call 000 from a traditional landline phone or mobile, and not your VoIP phone.

Your Tronic VoIP service is a supplementary service designed to co-exist with your landline or mobile phone. Due to the nature of the internet, there are many outside factors that can cause calls to go wrong or not connect at all. For this reason, you are strongly advised to dial emergency numbers only from your mobile phone or landline phone.

Forgotten Password

Simply click on “Forgotten your password? at the bottom of the login screen.

If you are still have trouble resetting the password, please Contact Us.

How do I set up my phone?

You should go to our setup guides section to learn how to set up some of the major devices currently available on the market. It is actually quite easy to set up your VoIP device, it is usually the firewall that gives you problems, so make sure you have forwarded those ports!

If you are still having problems, please Contact Us.

How quickly can I get up and running?

Account Activation

First thing to do is fill out the application form in full and email to us. 

We will then do background and history checks and then setup your account. You will get a welcome SMS and a welcome Email.

You account is ready to go.

 

Number Porting

If you want to bring your existing phone number to Tronic Cloud, it may take a few weeks, to a few months, depending on the type of number or numbers. 

We will also need you to email a full bill with all pages as proof of ownership of numbers to be ported. This bill needs to show the numbers you want to port.

How reliable is VoIP?

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

Internet Connectivity Considerations…

The most common cause of quality problems is your internet connection.

If your ISP is experiencing problems or your internet has been slowed due to exceeding your quota, then your call quality may be affected.

Maintenance Windows…

From time-to-time, Tronic and our Wholesalers will perform off-peak maintenance in the early hours of the morning, which could cause your service to be offline during a maintenance session.

You will be notified at least 24 hours before maintenance occurs wherever possible.

How secure is our service?

Our portal has a high grade 256 bit SSL encryption engine using our certificate, which is the same level of encryption used by most internet banking websites.

We use this encryption for access to the control panel, and payment pages to ensure your information is kept secure.

All credit card payments are processed and secured by STRIP, using a proprietary encryption protocol designed by STRIP.

How to Send a Fax

Faxes can be sent through the Tronic Cloud Portal or by emailing phonenumber@fax.tronic.com.au with a PDF attachment. Note Email addresses need to be approved in the portal first.Please see How to Send a Fax

I didn't receive my activation e-mail

If you haven’t received an activation email after signing up, please email pbx@tronic.com.au

Internal Services Numbers

If you are on a hosted PBX plan, please see Dialling Codes for PBX-specific dialling codes.

 

Phone number locations

Currently we have numbers all across Australia and more options to follow:

Available Locations
ADELAIDE
BRISBANE
BUNDABERG
CARINS
CANBERRA
DALBY
DARWIN
DONGARA
GEELONG
GLADSTONE
GOLD COAST
GOSFORD
HAWKESBURY
HOBART
LAUNCESTON
MACKAY
MAITLAND
MELBOURNE
NEWCASTLE
PENRITH
PERTH
PORT MACQUARIE
PROSERPINE
ROCKHAMPTON
ROMA
SUNSHINE COAST
SYDNEY
TOOWOOMBA
TOWNSVILLE
AUCKLAND
What VoIP Protocols are supported?

We support SIP over UDP, which we have found to be very reliable, scalable, with performance. 

At present there are no plans to support other protocols.

What do I need to get started?

Your broadband needs to meet the minimum requirements listed in What kind of internet connection do I need?

You will also need a VoIP compatible handset. Please see our online store for handset options available from Tronic.

What happens if my internet connection drops out?

Redundant Internet Connection

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

See: Using a 4G wireless connection for redundancy

Automatic fail-over

As part of setting up your system, we recommend configuring “divert when offline” configurations on each of your extensions. This will ensure you will continue to receive calls to your extension in the event that your internet connection drops out.

Note that if you are using Queues or Ring Groups, you will also need to add appropriate fail-over configuration to those too. Diverting to mobiles, external numbers or going to voicemail are suitable ways to ensure your calls are received.

Manual fail-over

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

Enabling fail-over

There are many ways your PBX can be configured for redundancy and fail-over

For instructions on configuring both automatic and manual fail over please email us at pbx.tronic.com.au

What is a Hosted PBX

A hosted pbx (or Virtual PBX) connects your business VoIP phones to PSTN lines via your internet connection. The Hosted PBX is located in a secure data centre with the PSTN lines, so your phones connect to it over the internet.

What is the benefit over a traditional PBX?

No more costly PBX system to buy – instead you simply purchase the handsets, and for less than the price of the equivalent landline rental, you can have all the features of a PBX system.

You can make changes to the phone system yourself online, or call our friendly support team for assistance at no cost.

You will save heaps on your phone bill just by switching to VoIP, with low cost on calls compared to your traditional landlines.

We can also integrate VoIP trunks to your existing phone system.

Australia wide, and per-second billing on our low rates.

What is IPND?

IPND is a voice industry-wide database, containing all active phone numbers and their associated addresses. This database is primarily used by emergency services to assist with dispatch to your location in the event of an emergency.

Due to this, and as required by law, it is critical that your IPND addresses are accurate and up to date. If you have multiple addresses that will have Tronic VoIP services, ensure you have added each address.

What is SIP

SIP stands for “Session Initiation Protocol”, which is the industry standard for Voice over IP (VoIP) calling.

It defines the way that VoIP phones should connect to each other to signal calls, send audio, request transfers, hold a call, etc.

Almost any device that supports SIP is compatible with Tronic Cloud, though there are some minor variations in the standard that could cause issues with some devices.

What is VOIP

VoIP is a general word describing conversations that happen over the internet. It stands for Voice over Internet Protocol. VoIP is commonly referred to as ‘Voice over Internet’ and ‘Voice over broadband’ as well. VoIP lowers the overheads for providers, resulting in really cheap phone calls for you, and free calls between you and other VoIP users!

Technical Stuff:
Voice over Internet Protocol, is the routing of voice conversations over the Internet or through any other IP-based network. The service we offer at Tronic offers a VoIP to PSTN (Public Switched Telephone Network) gateway, allowing you to dial regular PSTN numbers from your internet connection.

Tronic Clouds offering is a Voice Service Provider or VSP. With a VSP, you don’t need to know the IP address of a VoIP phone to call it, you just have to know it’s extension number on that VSP.

What is a Caller ID Prefix?

Setting a caller ID prefix (also known as cid prefix or clip) provides a way to tag certain calls, achieved by changing the caller ID that is shown on your VoIP device.

For example, on the account is a phone number in Brisbane and a phone number in Sydney which are both routed to the same extension, but each call should be answered with ‘Welcome to X Company Brisbane’ or ‘Welcome to X Company Sydney’ depending on which number the caller dialed.

By setting a Caller ID prefix on the Sydney number to SYD, any calls that are received on this number will show SYD and the caller’s number, for example ‘SYD 0412345678’, on the phone’s display.

It is also possible to set multiple caller ID prefixes. As an example, a PBX has numbers in multiple states routed to an IVR. This IVR has an option 1 for sales and an option 2 for support that pass the call to a call queue.

Setting a caller ID prefix of SYD (as above) on the phone number, then setting the caller ID prefix of ‘Sales’ on the Queue will result in calls to the sales queue from the Sydney number showing ‘SYD Sales’ on the phone’s caller ID.

What is a DID?

A DID (Direct InDial) number is one that exists on the PSTN (Public Switched Telephone Network) and can be connected to the MaxoTel VoIP to PSTN gateway to allow you to receive calls through that number via your Extension.

You can set the destination of your DID to an extension, a voicemail box, an external phone number, a fax inbox or a voip trunk to ring at a legacy phone system.

Its up to you!

What is a Line?

The number of Lines you choose is the number of simultaneous calls you can have active at once, incoming and outgoing.

We also call these Channels.

Lines on Tronic Cloud services are always pooled between all extensions or voip trunks on your account.

Unlike other providers we dont force you to get 1 line per handset. There is no holding you back getting 2 phone lines and 20 phones to save you money.

What is an Extension?

An extension is the number your SIP (internet) phone is assigned when it registers to (logs onto) the Tronic Cloud service. Each SIP device on Tronic Cloud has a unique 5 digit extension number, and you can call other Tronic Cloud extensions for free! (Including extensions on other people’s Tronic Cloud accounts – so that you can ring your friends for free if they have an Tronic Cloud).

You can have more than one extension for example one at your house, and one at your business – you can make calls between them for free.

You can set the outgoing caller ID (CLIP) of each extension individually, or have it default to a value you select for all extensions on your account. You can also choose to divert your extension to a phone number or voicemail if it is busy or after a number of rings. Between all of the extensions on your account, the maximum number of simultaneous calls (lines/channels) you can make or receive is governed by the number of lines that your account has.

What is the Difference Between Attended and Blind Transfers?

Call transfers are the process of transferring an active call from one phone to another. There are two types of call transfers, either blind or attended.

A Blind Transfer immediately passes the call to the destination you’ve entered.

In an attended transfer, you are first connected to the transfer destination, so you can ensure the person answers or to pass along information. The original call can then be transferred at any time.

What kind of internet connection do I need?

When it comes to voice quality on VoIP/SIP it all comes down to your internet connection. The better the internet connection the better voice quality and better experience you’ll get from Tronic Cloud or any voip service for that matter.

Bandwidth Requirements

We recommend allowing a minimum speed of 90 Kbps (upload and download) per concurrent call.

For example, for 10 concurrent calls, you will need 900Kbps of internet bandwidth (upload and download).

You can learn more about this in our Bandwidth Requirements article.

Supported Connections

Connections such as NBN, ADSL, Cable, Ethernet and Fiber-Optic connections will typically work well.

We even have a lot of clients on dedicated 4G internet connections.

Testing your connection

In practice, the speed of your internet connection will vary by area. We recommend that you Test Your Connection to determine the actual capacity of your internet connection.

You can test your internet speed using online tools such as www.speedtest.net

We also have a more detailed test if required.

Quality of Service (QoS)

Quality of Service is a feature of most modern routers that priorities certain types of traffic over others.

For instance, if your VoIP service is sharing the same connection as other general internet usage, your a QoS capable router may prioritise your calls bandwidth requirements over other internet use.

Which codecs are supported?

Currently Tronic Cloud supports the following codecs;

G711 (ulaw/alaw)
G729
G726
G722
GSM
ILBC

Setting Up Conferencing

A conference is a virtual meeting room, allowing multiple people, both internal and external, to join a call. This is commonly used for staff meetings, or for discussions with multiple stakeholders.

Enabling conferencing on your service is a simple as creating a conference room, optionally setting up a dedicated number on your account, then dialling into the conference using either the dedicated number or a shared number.

This is included as standard on your Tronic Cloud account and is only limited by how many channels you have on your account. We also recommend setting a DID to the conference bridge so external callers can call this number to directly enter the conference bridge.

Please see Setting up conference bridge.

Missed calls from 0444444444

You received a call from the Emergency Alert System due to an emergency in your area. For further information about the incident, tune into your local radio station or go to the relevant emergency services website for your area. Do not call 000 unless you require immediate emergency assistance.

Emergency Services use data provided to the IPND to determine which phone numbers are located in a specific area.

Find out more about the Emergency Alert system.

Cloud Softphone Usage Guide

The Tronic Cloud Softphone app runs on your mobile phone, replicating almost all the features of a physical handset.

This is included for free on you Tronic Cloud account.You will how ever require a dedicated PBX extension.

You can install Cloud Softphone, if you haven’t already, by referring to Cloud softphone guide This guide will cover the most used features of Cloud Softphone.