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Frequently Asked Questions

Technical SupportPlans & Billing

If any of your questions aren’t listed below, check out our support page or contact us

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Technical Support

Can I keep my current phone number?

Yes! We recommend porting your (main) phone numbers into the Benchmarking VoIP system. This saves you from paying a forwarder fee with your current supplier for every call you receive. Transfer cost is $65 for a single number or $220 for a number range – once off. This means you keep your numbers, regardless of where you are or intend to move to!

And as always with us, you are the owner of the numbers, forever.

What is VoIP?

VoIP stands for Voice over Internet Protocol and simply means that the call itself is converted into digital voice data and then sent over the internet. As such, VoIP technology enables you to drastically reduce your business infrastructure cost (i.e. line rentals) as you simply use an (often existing) internet line to serve for your phone calls.

Will my service be interrupted during installation?

No, you will not miss a single call. For the implementation and / or the trial period, your old phones co-exist but a forwarder will ensure you can use the new system. Once you are happy, we port the numbers and within a week, your old service can be cancelled and the old phone system dismantled. Pending ports are announced a day ahead, so we can allocate the numbers to your liking ahead of time. Easy as!

I have Skype – how is VoIP different?

It is and it isn’t. Skype (and similar services) uses VoIP technology to make free calls between Skype users and cheap calls to landlines. bmkvoip.com.au call rates are similar to skype style call rates, but you get much more: A complete phone system for your business with enterprise grade features like free conference call facility and international dial-in numbers. Or use it to forward to more than one phone, including multiple mobile phones at the same time. Never miss a call in a time where a voice mail alone loses you business!

Can I have voice menu (press 1 for support, 2 for sales, etc)?

Yes. IVR or interactive menus are part of our PBX offering. Our extensive feature list includes:

  • Fax to Email
  • Call Transfer without office / geographical boundaries
  • Voicemail (incl Voicemail to Email as sound file)
  • Ring Groups without office / geographical boundaries
  • Follow me
  • Call Queues and queue performance monitoring
  • Time Conditions to drive calls based on time
  • Interactive Voice Response (press 1 for support, 2 for sales, etc)
  • Call Pickup (*98)
  • Busy Light Function (BLF) – see who is currently on the phone in your organisation
  • Customisable hold music
  • Free conference call facility with Australian and New Zealand dial in nodes
  • Call recording (additional fees apply)
  • 1300 and 1800 number support

You name it, we can do it!

Can I have a custom hold music?

Yes. custom hold music is part of our PBX offering. Our extensive feature list includes:

  • Fax to Email
  • Call Transfer without office / geographical boundaries
  • Voicemail (incl Voicemail to Email as sound file)
  • Ring Groups without office / geographical boundaries
  • Follow me
  • Call Queues and queue performance monitoring
  • Time Conditions to drive calls based on time
  • Interactive Voice Response (press 1 for support, 2 for sales, etc)
  • Call Pickup (*98)
  • Busy Light Function (BLF) – see who is currently on the phone in your organisation
  • Customisable hold music
  • Free conference call facility with Australian and New Zealand dial in nodes
  • Call recording (additional fees apply)
  • 1300 and 1800 number support

You name it, we can do it!

Can we use call queues?

Yes. Queues are part of our PBX offering. Our extensive feature list includes:

  • Fax to Email
  • Call Transfer without office / geographical boundaries
  • Voicemail (incl Voicemail to Email as sound file)
  • Ring Groups without office / geographical boundaries
  • Follow me
  • Call Queues and queue performance monitoring
  • Time Conditions to drive calls based on time
  • Interactive Voice Response (press 1 for support, 2 for sales, etc)
  • Call Pickup (*98)
  • Busy Light Function (BLF) – see who is currently on the phone in your organisation
  • Customisable hold music
  • Free conference call facility with Australian and New Zealand dial in nodes
  • Call recording (additional fees apply)
  • 1300 and 1800 number support

You name it, we can do it!

Do you have a conference call facility?

Yes, and it’s free! Use up to 5 “rooms” with free dial in points in Australia and New Zealand. International dial in points can be booked month to month from $11 per month (i.e. US and UK and many more!). Conference call dial in numbers can be found here.

Our extensive feature list includes:

  • Fax to Email
  • Call Transfer without office / geographical boundaries
  • Voicemail (incl Voicemail to Email as sound file)
  • Ring Groups without office / geographical boundaries
  • Follow me
  • Call Queues and queue performance monitoring
  • Time Conditions to drive calls based on time
  • Interactive Voice Response (press 1 for support, 2 for sales, etc)
  • Call Pickup (*98)
  • Busy Light Function (BLF) – see who is currently on the phone in your organisation
  • Customisable hold music
  • Free conference call facility with Australian and New Zealand dial in nodes
  • Call recording (additional fees apply)
  • 1300 and 1800 number support

You name it, we can do it!

Do you support time conditions?

Yes. Time Conditions are part of our PBX offering. Our extensive feature list includes:

  • Fax to Email
  • Call Transfer without office / geographical boundaries
  • Voicemail (incl Voicemail to Email as sound file)
  • Ring Groups without office / geographical boundaries
  • Follow me
  • Call Queues and queue performance monitoring
  • Time Conditions to drive calls based on time
  • Interactive Voice Response (press 1 for support, 2 for sales, etc)
  • Call Pickup (*98)
  • Busy Light Function (BLF) – see who is currently on the phone in your organisation
  • Customisable hold music
  • Free conference call facility with Australian and New Zealand dial in nodes
  • Call recording (additional fees apply)
  • 1300 and 1800 number support

You name it, we can do it!

Can my voice mail and fax go to my e-mail?

Yes. Both email and voice mail can be directly delivered to you email and so be attended to while you are on the road (i.e. via iphone or ipad).

I’ve heard VoIP has poor call quality!

That’s not the case. VoIP and Hosted PBX reach the same call quality as conventional systems, if the underlying internet connection is capable of handling the traffic. As a guideline, the average call on a voip system with good quality is 0.1Mbit.

We can help you get this right by checking your speeds and lines and implementing Quality of Service (QoS) in your communication devices.

All part of our famous service!

I don’t know much about my internet connection? Do I need to upgrade?

This depends on your exact requirements. We can answer this question for you very quickly by running a speed test and or establishing what service you use and how big your company is.

We can help you with internet changes and the like.

Contact us today – It’s all part of our famous service!

Can I keep my number when I move offices?

Yes. Keep your current number regardless if you move into town, interstate or next door. Once a number is ported into our phone system, you can use it from where ever you want. No more reprinting of stationary and missing calls (and business!).

We can get you new numbers as well, regardless of your location. And international numbers too, from $11 per month. Handy if you have a international site office and want them to call you for the price of a local call (and free to you still!).

What are the Conference Call Dial In numbers?

The numbers are listed below and are free to call from any bmkvoip.com.au service. If calling from one of our phones, you can also dial 50011.

Australian Dial Ins:

New Zealand Dial Ins:

What is a hosted PBX or hosted phone system?

Hosted PBX is taking VoIP telephony to the business level.

Hosted phone systems (or Virtual PBX) are designed to lower the cost of a phone system for your business whilst at the same time providing your business with previously unseen connectivity. Plug your extensions in anywhere in the world – you can expand your office to a different building, or your employees can work from home – or across the globe! It will work anywhere there’s broadband and has enterprise level features which would have cost you a lot until now!

What is an Extension?

An extension is the number your VoIP phone (or soft phone) is assigned when it connects to the Benchmarking VoIP service. Each phone has a unique 3 digit extension within the phone system (i.e. 101) and calls in between extensions and other Benchmarking VoIP phone systems are 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 phone system. 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 you can make or receive is governed by the number of lines that your account has.

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. Check our plans page to see how many lines you get with your plan.

What is a DID?

A DID (Direct InDial), aka phone number, is one that exists on the PSTN (Public Switched Telephone Network) and can be connected to the Benchmarking VoIP to PSTN gateway to allow you to receive calls through that number as you do on a conventional phone system.

We can port your existing phone numbers as well, so you don’t have to worry about changing numbers and stationary!

You can set the destination of your DID to an extension, a voicemail box, an external phone number, a fax inbox, a time conditions or a ring group. And you can do it yourself with our state of the art control panel.

Currently we offer DID’s in all of the capital cities (plus some NZ ones), and in some regional locations. We also have international DID’s available from $11 per month, which allows you to facilitate cheap client and / or contractor calls to your phone system or a conference call.

Which DID locations are available? What area numbers can I get?

The following areas are available for new numbers (call us to check if that’s critical; this list changes often):

  • Adelaide
  • Brisbane
  • Bundaberg
  • Carins
  • Canberra
  • Dalby
  • Darwin
  • Geelong

  • Gladstone
  • Gold coast
  • Gosford
  • Hobart
  • Launceston
  • Melbourne
  • Newcastle
  • Penrith

  • Perth
  • Port Macquarie
  • Proserpine
  • Roma
  • Sunshine Coast
  • Sydney
  • Toowoomba
  • Townsville

Remember that we can also port your existing numbers into the hosted PBX phone system!

What is an Information line?

An infoline simply plays a message and then hangs up. You can forwards DIDs to an infoline, as well as diverting extensions to an infoline. For example, you could have a message which says “We are currently re-locating our office. During this time we ask that you submit sales enquiries and support tickets directly through our website. Thank you.”. This message could be played when someone dials one of your DID numbers. Another example is if you have an extension going to your office PBX. You can Divert on Busy/Unavailable to an infoline, so that if your PBX declines a call, or if your PBX is unreachable at the time of the call, your caller could hear a message like “We are currently experiencing technical difficulties, please try calling again later.”

How secure is your site?

Our website has a high grade 256 bit SSL encryption engine using our certificate from RapidSSL. 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 by St George Bank, using a proprietary encryption protocol designed by St George Bank.

Which codecs / compression do you allow?

Codecs define the compression rate of the voice data to be sent over the internet. We support codecs G729, ulaw and G711, alaw.

Chose codec G729 because it offers the highest compression and works on all internet connections.

Chose codec G711 because it offers the highest quality speech but requires more upload bandwidth.

We can help you with your internet requirements and will ensure your phones are setup the right way, so you don’t really have to worry about codecs!

What are the minimum requirements to use bmkvoip.com.au hosted PBX and VoIP?

The minimum you need is a broadband ADSL or ADSL2+ connection. We recommend a business grade line with uploads higher than 1MBit if you use a mail server on the same line. We can assist you with checking and upgrading your internet service if required.

If you plan to use a software based phone on your computer, you will have to check that your PC meets the minimum requirements for that software.

How do I setup voicemail?

Our control panel let’s you set it up in seconds. Just click on the Services link at the top centre of the page, and then click on the Voicemail Tab. Add a new voicemail mailbox and take note of its number.

Now click on the Hosted PBX extensions tab and select the mailbox. This will give your phone a Message Waiting Indicator or stutter dialtone when you have new messages. Now you must turn on Divert for Busy/30s (30s = 30 seconds, you can pick a different value if you wish). Then choose “Mailbox: x” for Divert to.

Now if your phone is busy, or it is unanswered for 30s, the caller will be sent to your voicemail box!

What are the internal service numbers?

50001 – Check account balance
50002 – Check voicemail linked to your extension
50003 – Check a different voicemail account
50010 – Last unanswered call
50012 – Echo test

How do I call Emergency Services?

000 – Connects directly to emergency services. You are advised to call 000 from a real landline phone, and not your VoIP phone. Your bmkvoip.com.au service is a supplementary service. 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.

I have forgotten my control panel password!

Go to the control panel login and click reset password. You have to remember and enter your username and your associated mobile phone number.
Otherwise, contact us during business hours AEST and we will ask a few questions, then reset your password on the spot.

Which ports do I need to forward for VoIP traffic?

After setting up your Voice over IP Device, it is important to make sure it can access Benchmarking VoIP. By default, your ADSL modem and / or firewall will probably have all of the ports to your computer closed, except for the necessary ones for web access. You may have to look up the method for your specific ADSL modem or firewall, but here are the general settings.

Note: Before proceeding, just TRY your VoIP device. If incoming and outgoing calling works fine, then you’re all set, and you dont need the manual configuration below!

You need to have a rule for Outbound UDP traffic on port 5060.

You need to have a rule for Inbound UDP traffic on port 5060 to be forwarded to your VoIP device. (Note: For each additional VoIP device on your network, you should set it to use a different port (eg: 5061) using its configuration web interface and then forward that port on your ADSL modem/firewall to that device.

RTP Forwarding
The above ports are for signalling only. If you have only forwarded these ports, you will most likely get silent calls, or one way audio. You should check the configuration of your device eg SPA 2000, 3000, 841, 941 in the web interface, click on the SIP Tab, find RTP MIN & RTP MAX and forward those series of ports from your ADSL modem/firewall to your VoIP device’s IP.

If there are alot of ports that need forwarding, just copy the RTP MIN to the RTP MAX field, then consider the number of concurrent calls your plan allows and add that onto the RTP MAX field. Now you only have n ports to forward to your VoIP device!

Or contact us for help 😉

How do I setup QoS (Quality of Service)?

Most modern routers support QoS, which allows you to preference specific traffic. In order to secure bmkvoip.com.au voice traffic, enable Qos for the ports 10,000 to 20,000. You only need to set this up if you use a limited line and run other services like a mail server through the same line.

Talk to us about your requirements and we can either help you setup QoS or assist with the right internet connection for your needs and your location.

Do you install the system onsite?

Yes. We deliver and install the phones at your office as part of our service delivery. The following conditions apply for the free installation:

  1. PoE or 1 free power plug must be within 1.5 meters of the location of each phone
  2. The free install is available at the discretion of bmkvoip.com.au
  3. We currently supply the free installation service in Sydney and Melbourne metro. Other areas are on request only.

Is the service reliable?

We utilise the latest technology and partner with the best names to ensure our customers enjoy a reliable interruption free service.The main wholesale end is supplied by Symbio, Australias largest VoIP services carrier and our redundant HP servers are hosted at Equinix SY1 in Alexandria.

From the start, a Hosted PBX roll out can be done within a day if it’s urgent. We come onsite, install the phones and train you on the new system. With the DIY control panel, you never need to book a phone guy again – simply do it yourself! Or call us for free.

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Plans & Billing

How does the risk free trial work?

The risk free trial, once approved at the discretion of bmkvoip.com.au, works as follows:

  1. You chose a plan and we establish your exact requirements
  2. We install the phones, configure the PBX and help you start to use the new phone system.
  3. You trial the system for up to 30 days and all you pay for are our low call rates! No other cost apply for the phone and / or the base PBX fee.
  4. If you are not happy within 30 days, we simply collect the (undamaged) equipment. In the worst case, you saved on your calls made during the trial, that’s it.
  5. If you are happy, the monthly base fee applies after 30 days and you need to pay for the phones installed as per previously issued quote (if applicable).
  6. We port the numbers. Additional once of charges apply ($65 for a single number, $220 for a range of numbers)
  7. You cancel the old services for good and live with a 30% to 60% saving ever after

A simple, honest and no-risk trial; contact us today!

How much will VoIP save me locally, nationally and internationally?

If your business currently uses one of the main fixed line providers like Telstra or Optus, your average savings will range between 30% to 60% of your current phone bill. The exact savings can be calculated using our details calculations page or simply upload your existing invoice and we will do the math for you!

And check our call rates and plans to see how much you can save while gaining new features like free conference call facilities!

Am I tied into any contract or commitment to 1VoIP if using your service?

No. We don’t have any contracts and will never have them. If you are not happy with our products and services, we will not tie you down and force you to stay with us or charge ridiculous exit fees. We pride ourselves to:

  • Not have lock-in contracts – everything is month to month
  • Guarantee you own all your ported and newly ordered Australian phone numbers and can port them away from Benchmarking PBX & VoIP whenever you want
  • Supply only SIP compatible and unlocked equipment and phones, so it can be used with any SIP provider should you chose to leave Benchmarking PBX & VoIP

How much will I have to pay for the 30day risk-free trial? Will I have to pay for installation?

You pay nothing upfront to test it and only for the calls made during the trial.

In more detail, the risk free trial, once approved at the discretion of bmkvoip.com.au, works as follows:

  1. You chose a plan and we establish your exact requirements
  2. We install the phones, configure the PBX and help you start to use the new phone system.
  3. You trial the system for up to 30 days and all you pay for are our low call rates! No other cost apply for the phone and / or the base PBX fee.
  4. If you are not happy within 30 days, we simply collect the (undamaged) equipment. In the worst case, you saved on your calls made during the trial, that’s it.
  5. If you are happy, the monthly base fee applies after 30 days and you need to pay for the phones installed as per previously issued quote (if applicable).

A simple, honest and no-risk trial; contact us today!

Is there a post paid option?

Postpaid is currently not available. You do have full cost control via the control panel, which gives you up to the second exact call and billing details 24/7.

Monthly detail statements are emailed out also to ensure you know what’s going on.

How much do conference calls cost?

Nothing, zip, completely free! With any PBX offering, you gain access to a state of the art conference call facility with Australia wide dial ins for your clients / contractors, etc.

Conference call dial in numbers can be found in a separate support article.

How do we pay for the service?

The service requires a credit card on file (VISA and Mastercard, no surcharge) which works on a top-up system. If the account falls below an amount you nominate (i.e. $1) a top-up amount (of your choice) is automatically charged to your credit card.

The monthly plan fee is charged to your credit card 7 days before the next 1st of them month to ensure an on going service.

A full and detailed statement is issued on the first of the month via email and at any stage do you have access to a full call log on your control panel.

What are the Conference Call Dial In numbers?

The numbers are listed below and are free to call from any bmkvoip.com.au service. If calling from one of our phones, you can also dial 50011.

Australian Dial Ins:

New Zealand Dial Ins:

What are your current call charges?

Please check our plans page for current call rates.

How quickly can I use my account? (Delivery of Service)

The account setup process is done within an hour from order. After you sign up you must make a payment to initialise your prepaid balance. From there, you can choose a plan. The pro-rata plan fee will be deducted from your initial balance. After you have added funds to your account, you are all set to make calls.

We can help you configure the phone system, existing phones and / or soft phones. Let us know what your requirements are

How do I check my account balance?

Either log on to the control panel or dial 50001 from any phone connected to the Benchmarking VoIP service and the balance will be read out to you.

Are there requirements for International DIDs (Direct Dial In Numbers)

Some local carriers require end user’s information for registration before purchasing a DID.

After completing the purchase you will need to provide some information to be transferred to the local carrier and will reviewed by it. Please note that your DID might not be activated until the local carrier approves the details.

The following areas require a
* Current Address (Anywhere in Australia)
* Proof of address (a copy of utility bill no older than of 6 months);
* Passport or ID copy (drivers license);
* Name, business name and contact phone numbers.

Areas:

  • China (2 proof of address required)
  • Costa Rica
  • France – National numbers
  • Hong Kong (2 proof of address required)
  • Japan
  • Luxembourg
  • Russia
  • Switzerland
  • Turkey
  • Ukraine – Geographic numbers only

In addition, the following areas require the current address to be located in the same area the DID is located:

  • Austria – Geographic numbers only
  • Belgium
  • France – Geographic numbers only
  • Georgia – Geographic numbers only (Must have Georgian passport or ID)
  • Germany – Geographic numbers only
  • Germany Toll-Free
  • Greece
  • Hungary
  • Ireland – Geographic numbers only
  • Italy
  • Malaysia
  • Netherlands

* NOTE: documents verification might take up to 5 days.