Got questions about your business phone system? This FAQ covers how a hosted system works, what it costs, setup times and how to get started. You are in the right place. We have answered the most common questions below, but if you don’t see what you are looking for, just give us a call or send an enquiry. We are happy to talk through your specific situation.
“If you can draw a flow chart, we can probably build it.”
Our systems are flexible enough to match almost any call flow, no matter how simple or complex your business is.
A hosted business phone system runs over the internet rather than through traditional phone lines. Instead of a physical box on the wall, your phone system lives in the cloud. Calls can be answered on a desk phone, a computer or a mobile app, from anywhere with an internet connection. It gives small and medium businesses the same professional call handling that large enterprises have used for years, without the large price tag.
Yes!, and this is often the moment people realise how much their current system has been holding them back. With a hosted phone system, your mobile becomes a full business extension. You can make and receive calls using your business number, transfer calls to colleagues, put callers on hold and access your full phone system, all from your mobile, whether you are at the office, at home or on the road. Your customers just see your business number.
When you use a personal mobile number for business, every call is tied to one person and one device. A hosted business phone system gives you a central business number that can ring multiple people, route to the right department, play a professional greeting, handle after-hours calls and provide reporting on every call that comes in. It also means if a staff member leaves, the number stays with the business, not with them.
Not at all. Smart Phone Systems handles the setup, configuration and call flow design for you. Most staff find the day-to-day experience, answering calls, transferring, checking voicemail, straightforward from the start. We provide training as part of the onboarding process and we are available for ongoing support whenever you need it.
Quite a lot. The short answer is: if you can describe how you want your calls to flow, we can almost certainly build it. Common features include auto attendants, ring groups, call queues, voicemail to email, call recording, after-hours routing, holiday schedules, mobile and desktop apps, direct extensions, music on hold, missed call alerts and detailed reporting. Whether you need something simple or a multi-layered call flow across different teams and locations, we can design it around the way your business works.
In most cases, yes. Many businesses we speak to have a system that works at a basic level but has limitations, features that are locked, add-ons that cost extra or a supplier that is difficult to deal with. Our systems are designed to be flexible, and we do not artificially restrict features to push you into a higher tier. If the feature exists, we will configure it for you.
Yes. This is one of the biggest advantages of a hosted system. Staff across different offices, working from home or out in the field can all operate as part of the same phone system. Calls can be transferred between locations seamlessly, and everyone shares the same business number infrastructure. It does not matter where your team is physically located.
Yes. We handle number porting, the process of transferring your existing number to the new system. For most numbers this is straightforward. The one thing worth knowing is that porting from some of the larger telcos can take several weeks due to their internal processes. We manage this on your behalf and keep you informed throughout. In the meantime, we can have your new system up and running so there is no gap in service.
Faster than most people expect. If you have an urgent need, we can get basic functionality live within a few hours. From there we build out the full system — call flows, extensions, routing rules, voicemail and everything else — to deliver a complete solution. The timeline for the full setup depends on the complexity of your requirements, but we work around your schedule and keep disruption to a minimum.
Not necessarily. If you want to use a softphone app on your mobile or computer, you do not need any additional hardware at all — most current smartphones and computers are compatible straight away. If you have existing desk phones, they may be compatible depending on the make and model. The main consideration with existing hardware is whether your previous supplier can release it from their system. If not, the hardware may cause ongoing issues and replacement is the cleaner option. We can advise you on this before you commit to anything.
Primarily a reliable internet connection. Beyond that, we handle the rest. We will talk through your call flow requirements, design the system around your business, configure everything, port your number if needed and train your team. You do not need any technical knowledge to get started — just a clear idea of how you want your calls handled, and we will take it from there.
One. Our systems work just as well for a sole operator as they do for a team of fifty. If you are a one-person business that wants to look and sound more professional, handle calls better and never miss an enquiry, a hosted phone system makes complete sense.
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No. We do not lock customers into contracts. Our goal is to provide a service that is good enough that you would not want to leave — not to trap you into staying. We believe that if we are doing our job properly, contracts should not be necessary. You are free to make decisions based on the value you are receiving, not the terms of an agreement.
Our pricing is based on the number of users and the features you need. There are no nasty surprises or hidden costs. For a clear picture of what your system would cost, visit our pricing page or give us a call — we are happy to put together a straightforward quote based on your specific requirements.
Most businesses find a hosted phone system costs less than their current setup — especially those coming from a traditional telco or an older on-premise system. When you factor in line rental, hardware maintenance, call costs and the features you are probably not getting with your current provider, the comparison usually favours a hosted solution. We are happy to do a side-by-side comparison with your current costs if it helps.
Yes. Ongoing support is a core part of what we do — not an afterthought. We do not set up your system and disappear. As your business changes, we are here to adjust your call flows, add users, reconfigure routing or answer questions. Melbourne-based support, available to businesses across Australia.
Hosted phone systems are built to scale. Adding a new staff member, opening a new location or changing your call flow is straightforward — there is no need to replace hardware or start from scratch. We make adjustments as your business evolves, and because there are no contracts, you are never locked into a setup that no longer fits.
Get in touch with us directly. We understand that phone systems are critical to your business and we treat urgent issues as a priority. Our team is reachable by phone and email, and we aim to resolve issues as quickly as possible.
Absolutely! We have many users overseas and support remote teams across Australia and internationally. Your staff can use the system from anywhere with a reliable internet connection. Remote and overseas staff get the same extension experience as someone sitting in your office — they can make and receive calls on the business number, transfer calls and access all the same features.
Yes! This is one of the most popular reasons businesses switch to a hosted system. Working from home staff simply use the mobile app or desktop softphone and they are part of the same phone system as everyone else. Customers calling your main number have no idea whether the person answering is in the office or at home.
We are happy to talk through your specific situation. No pressure, no jargon. A 15-minute conversation is usually enough to give you a clear picture of what is possible and what it would cost.
Terms: The offer advertised is not to be used in conjunction with any other offer. This offer is for discount on the standard monthly Smart Phone Systems hosted phone extension fee, and does not include any setup costs, hardware purchased, or any chargeable call costs, and is for new customers only.
Phone: 03 9100 1234
Office: 1/13 Corporate Terrace
Pakenham
Victoria, 3810
Smart Phone Systems designs, sets up and supports hosted business phone systems for Australian businesses. Whether your team works from the office, at home, or across multiple locations, we help you answer more calls and never miss an opportunity. Melbourne-based. Serving businesses Australia-wide.
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