IP Voice Services

Polycom IP 300 Series Handset User Guide - Click here to download

Polycom IP 600 Series Handset User Guide - Click here to download

 

Username: <phone number>

Display Name: <phone number>

Authentication ID: <phone number>

Password: Provided upon signup

Registrar Address: ipvoice.smallbusiness.amcom.com.au

Outgoing Proxy: ipvoice.smallbusiness.amcom.com.au

Proxy Port: 5060

Time To Live: 300 (default) This can be reduced to 60 if the IP Voice drops out on a regular basis.

Step 1. Check if the Phone has power and that the Ethernet cable is connected properly to the IP Phone.

Make sure the Ethernet (network) cable is plugged to the phone on the socket marked ‘LAN’ (Polycom) or ‘SW’ (Cisco).  Also check that the cable is plugged in to an appropriate Ethernet socket with Power Over Ethernet (PoE) and/or that the power adapter for the phone is plugged in properly.

If necessary unplug the ethernet/power cable and replug it.  This has the effect of rebooting the phone.

 

Step 2. If you are using a PoE switch (or another type of switch), make sure that it is connected to your Internet Gateway properly.

If not, please connect an Ethernet cable from your Internet Router to your switch and make sure the switch is connected properly to the IP phone.  The link light on the respective ports on the router and switch should be on (blinking if data is being passed through).

 

Step 3. Check your Internet connection is working.

Test by browsing to our web site: http://www.amcom.com.au If not, please contact our Business Support Team on 1300 266 381.

 

Step 4. Check that your network supports DHCP - Dynamic assignment of IP addresses.

In Windows you can test by:

• Go to Start Menu
• Select Control Panel Select Network Connections
• Select Local Area Connection
• Double click on the active connection
• Click on the Support tab

Check for: "Address Type: Assigned by DHCP" If not, please set your network for DHCP mode. This may be required to update the settings on your DSL modem/router and PC.

 

Step 5. Check you can reach the IP Voice network.

In Windows you can test this by:

• Going to the Start Menu
• Select "Run"
• Type in "cmd" and hit enter
• At the C:> prompt enter "ping ipvoice.amcom.com.au"

For Macs you can test this by:

• Output should look similar to:
• On your computer within finder, select the Applications Folder, then the Utilities folder.
• Then open the Network Utility program.
• Select the Ping tab.
• Enter IP Voice.Amcom.net.au then click Ping.

The results for both Windows and Mac ping should look like the following:

Pinging ipvoice.amcom.com.au

[203.161.164.69] with 32 bytes of data:

Reply from 203.161.164.69: bytes=32 time=10ms TTL=253

Reply from 203.161.164.69: bytes=32 time=9ms TTL=253

Reply from 203.161.164.69: bytes=32 time=9ms TTL=253

Reply from 203.161.164.69: bytes=32 time=10ms TTL=253

Ping statistics for 203.161.164.69:   

Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),Approximate round trip times in milli-seconds:   

Minimum = 9ms, Maximum = 10ms, Average = 9ms

If not, then there may be a problem with your Internet settings. Please contact Business Support Team on 1300 266 381.

 

Step 6. Check if the handset is connected properly to the phone.

Check that the cable connecting the handset to the phone is plugged in properly at both ends and that it is plugged to the appropriate port at the back of the phone.   

The most common cause of voice quality degradation is an over utilisation of the available bandwidth for the internet connection.  In order to counteract the effects of excessive bandwidth utilisation, it is necessary to set up some sort of Qualitiy of Service (QoS) on your network.  Most Voice routers have this built in capability.  Please refer to your router/firewall manufacturer’s documentation for information on how to set up QoS to prioritise Voice traffic on your network.

 

If bandwidth is not an issue, you can try using a codec with less compression, E.g. G.711a instead of G.729 which is the standard for most commercial VoIP products.  The use of this codec will increase the bandwidth utilisation of your IP Voice traffic but will yield a better voice quality on networks with a high bandwidth availability.

You cannot use your IP Voice account on multiple devices or software clients at the same time.

Yes. Feature Access Codes list the star codes for services that you have. To activate a service, hit the * key and the number followed by the # key. Some require additional information such as a phone number, but you are prompted for that information. You cannot change your feature access codes.

The list below has some of the most used Feature Access Codes:

*72  Call Forwarding Always Activation

*73  Call Forwarding Always Deactivation

*21  Call Forwarding Always To Voice Mail Activation

#21  Call Forwarding Always To Voice Mail Deactivation

*41  Call Forwarding No Answer To Voice Mail Activation #41  Call Forwarding No Answer To Voice Mail Deactivation

*94  Call Forwarding Not Reachable Activation

*95  Call Forwarding Not Reachable Deactivation

*67  Calling Line ID Delivery Blocking per Call

*31  Calling Line ID Delivery Blocking Persistent Activation

#31  Calling Line ID Delivery Blocking Persistent Deactivation

*65  Calling Line ID Delivery per Call

*43  Call Waiting Persistent Activation

#43  Call Waiting Persistent Deactivation

*70  Cancel Call Waiting 

*610  No Answer Timer

No.  An IP Voice line unfortunately does not support these services.  If you are using a service other than voice on a regular line that you will be replacing with an IP Voice line, please check with Amcom Small Business to check if the service is compatible.

If you still require a regular phone line for services like a fax, EFTPOS or security, Amcom Small Business can organise this for you so you only have the one supplier to deal with.

Yes.  If you still require a regular phone line for services like a fax, EFTPOS or security, Amcom Small Business can organise this for you so you only have the one supplier to deal with.