SmartVoice - FAQ's

A. SmartVoice allows you to call any PSTN Landline/Mobile phone in Australia and Overseas as well as other SmartVoice users. The only numbers that you can not call are 11xx, 01983, 188 and 190x Numbers. There may also be restrictions set by International Carriers on the numbers you can call.

Q. Can people call me?

A. By default, other SmartVoice customers can call you directly through their SmartVoice Softphone or Adapter or by calling you from the Calling Card service. If you have a Bounce Number attached to your SmartVoice service, you can be called from any PSTN Landline/Mobile phone. If you have a SmartBox Complete with your PSTN Line Attached, you will continue to receive incoming calls from your PSTN Number.

Q. What features are included in the service and how do I use them?

A. A list of the features included in SmartVoice can be found on our Website. Details on how to use the features can be found on our Using the Service page.

Q. What happens if the power is out or my Internet Connection is unavailable?

A. If the power is out or your Internet Connection is not available you will not be able to make/receive calls over the SmartVoice service. If you have a SmartBox Complete with your existing PSTN Line Attached, you will be able to continue to make/receive calls, however all calls will go through your PSTN Line. If you still would like to make outgoing calls through SmartVoice, you can use the SmartVoice Calling Card service with your Username and Password details.

Q. Do I have to keep my landline phone?

A. SmartVoice is only intended as a second line or long distance call replacement and should not be assumed for use as a Primary Telephone Service. SmartVoice can be used in conjunction with your existing Landline with a SmartBox Complete, allowing you to receive calls from your existing landline phone as well as being a backup should the SmartVoice service not be available. In some instances you may also be required to keep your existing landline phone if you have a DSL service running over it. If you do use SmartVoice as your primary landline service, it is recommended that you also have a Mobile Phone service available in case you need to make emergency calls.

Q. Can I call Emergency services?

A. Yes, you can call Australian Emergency services. However, unlike with a regular landline, because SmartVoice is a One-Way Nomadic service, you will be required to supply your Name, Address and Contact Number. We recommend that all Emergency Calls are made from a Mobile or Landline phone. SmartVoice is not liable if you are unable to call Emergency services from your SmartVoice service at anytime.

Q. How does the Bounce Number Work and where is it available?

A. A Bounce number is a Call Forward Number, collected by SmartVoice and forwarded to your Internal SmartVoice number. You can have as many Bounce Numbers as you like in various areas. Currently Bounce Numbers are only available in Melbourne and Sydney, with a number of other areas available shortly.

Q. Can I use the service when I travel?

A. Yes you can. You can use the SmartVoice Softphone which is downloadable from our Support Website or alternatively you can call our Calling Card Service from any Landline or Mobile Phone. If you use the SmartVoice Softphone you will require a headset and an Active Internet Service. If you are using the Calling Card platform, you may be charged an access fee by the local carrier.

Q. Does my computer need to be turned on?

A. If you are using a Smart Box or other VoIP Equipment, you may not require your computer to be turned on as it may be plugged into a Router or DSL Router. If you are using your Computer as a Router or using the Softphone, your Computer will need to be turned on.

Q. Can I divert my SmartVoice or Bounce Number?

A. You can divert your SmartVoice number to other SmartVoice number or to any Landline/Mobile by logging on to My Account and selecting Follow-Me. Please note that call charges will apply if your SmartVoice number is forwarded to a Landline or Mobile Number. As Bounce Numbers are already forwarded to your SmartVoice number, they can not be diverted.

Q. Can I use a Fax Machine with SmartVoice?

A. Although it is possible to run a Fax Machine through SmartVoice with the G711 Codec, it is currently unsupported and SmartVoice can not therefore guarantee the results.

Q. Can I keep my existing PSTN number?

A. No, SmartVoice does not supply Number Portability. You can keep your existing number if you use a Smart Box Complete which allows you to receive incoming calls from your PSTN Line on one phone combined with your SmartVoice service.

Q. Is Voicemail access available?

A. Voicemail is supplied for free with each service. You are also able to receive your Voicemail directly to your email by selecting this option in My Account.

Q. Are VoIP calls classified as download/upload traffic by my ISP?

A. Generally there is not difference in the classification of VoIP traffic to normal traffic over an Internet Service. Please consult your ISP for further information on whether VoIP Traffic is metered. SmartVoice VoIP Calls generally use between 10-15MB per hour.

Account & Signup Based Questions

Q. Can I pay by Invoice instead of Prepaid?

A. No, SmartVoice is a Prepaid only service.

Q. Are Invoices/Receipts available?

A. A Receipt will be issued each time you perform a top-up. A copy of a Tax Invoice will be mailed on a monthly basis to the email address which you have provided us.

Q. How long does it take for my service to be activated?

A. SmartVoice is a fully automated service, which means your can generally be activated within Minutes. Services may be rejected if they do not match a proper email or physical address. All Addresses must be within Australia.

Q. How can I Top-Up my Prepaid balance?

A. SmartVoice can be topped up by VISA or MasterCard. All Prepaid Top Ups will appear on your Credit Card statement as "Comvergence Pty Ltd, Melbourne". SmartVoice is plans to add BPAY, Automatic Prepaid Top Up and Prepaid Top Up Voucher options in the near future.

Q. How long does it take for hardware I have ordered to be delivered?

A. If you have ordered Hardware from Comvergence, it can take up to 7 Working Days to be delivered. SmartVoice will advise if there are any delays in receiving your hardware.

Q. Are there any contracts and can I leave the service at anytime?

A. There are no contracts. You will still be able to use your account as long as you have credit it in. If there has been no prepaid top up in any 30 Day period, we reserve the right to cancel the related service and reassign your SmartVoice Number. If you have a Bounce Number and we are unable to debit your account for the service due to insufficient funds, we may cancel your Bounce Number and reassign it after 14 Days.

Q. I've been overcharged for a Call, what do I do?

A. If you have been overcharged for a call or your account history shows a call you believe you did not make, contact us and lodge a Support Ticket and we will reimburse you if an error has occurred.

Hardware Questions

Q. Does the Hardware supplied by SmartVoice include a Warranty?

A. Yes, All SmartVoice supplied services include a 12 Month Manufacturer based warranty from the date of purchase. If you have a faulty unit, you need to contact SmartVoice by lodging a Support Ticket for details on where to send the faulty unit should be sent.

Q. Are the Units supplied by SmartVoice locked to the SmartVoice Network?

A. Yes, All Units are locked to the SmartVoice Network. If you wish to unlock the device, you need to contact SmartVoice by Lodging a Support Ticket and arrange for the Unit to be unlocked. A $20 fee applies if you wish to Unlock the device.

Q. Can I use other VoIP Hardware with SmartVoice?

A. Yes, however SmartVoice is unable to provide technical assistance with Hardware or Software not supplied by SmartVoice. Details on the SmartVoice Configuration Information can be found by going to our Support Website.

Call Quality/Connection Questions

Q. I'm having a number of break-up related issues on calls. What could be causing this and how do I fix it?

A. Firstly, discontinue any other usage of your Internet Service while you are on a call. If this does not fix the problem you may want to check with your Internet Service Provider to ensure that there are no International or Domestic Internet Congestion issues between your ISP and SmartVoice. If you are also not using VoIP equipment/software supplied by SmartVoice, please ensure that you are using a low bandwidth Codec such as G729 or GSM. For further information, we advise that you consult the troubleshooting guide that accompanies this equipment or software.

Q. When I try to make a call, I get no dial tone. What could be causing this?
A. Your Smart Box or Adapter may not be able to register to our network if your Internet Connection is unavailable or is not able to receive an IP address from your Router. Please ensure that your Internet Connection is active and that an IP Address is assigned to your Equipment. If you are using a Smart Box, you can do this by dialing ****110# from your Smart Box. If an IP Address is read out (Eg. 192.168.1.100), this means you have been assigned an IP Address. If you continue to have issues, please contact your Internet Service Provider or consult the troubleshooting guide for your router.

Q. Whenever I talk to someone, there is a delay on the line. What could be causing this?

A. Generally 0.5-1 second delay is acceptable. If the delay is longer than this, it could be due to Internet Congestion and delays between your Internet Connection and our Network during the call. It may be caused by an Overseas Network if calling Overseas and the way that they route their calls. Please try discontinuing any other usage of your Internet Service. If this does not resolve the issue, we advise that you contact your Service Provider to check the latency on your Connection.

Q. I'm unable to hear the other caller. What do I do?

A. This may be due to a firewall or an issue on your Router. Firstly ensure that you have opened your router up to the ports for your equipment/software. Details on Ports required to be opened for the Smart Box or Softphone can be found on our Getting Up and Running support site. If this does not resolve the issue, ensure that you have upgraded the software that runs on your router, as some older versions do not support SIP VoIP connections. Please contact the Hardware Manufacturer of your router for details on upgrading the firmware to a newer version.

Q. I' am consistently hearing an error that I have an Invalid Username/Password. What do I do?

A. If you have a Smart Box, please reboot your Unit and wait 10 Minutes until a new configuration file is downloaded. If you use other VoIP Equipment/Software, ensure that you have the correct Username and Password entered in the configuration. Please consult the instructions for your VoIP Equipment/Software for details on how to do this. If the problem persists, please contact SmartVoice.

Q. Each time I attempt to make a call, I hear an Engaged Tone or a message that the call has been Disconnected? What could be causing this?

A. First try calling the Number a second time, because SmartVoice tries multiple routes to connect a call. If the problem persists and you are sure that the number is connected, you should lodge a Support Ticket so we can investigate the problem.

If your Question has not been answered here, please contact SmartVoice for further information.