Telstra Cloud Calling

Telstra Cloud Calling is part of the Adaptive Collaboration suite of products. It is a voice over IP (VOIP) calling and collaboration service that brings together the best of our unified communications solutions. You can use your Cloud Calling service over any internet connection or Telstra IP-VPN service.

The Telstra Cloud Calling service comes with your choice of features, including:

• Phone numbers to be assigned to the user.
• Cloud users, an essential set of calling features as well as the choice to take up the Unified Communications add-on pack (additional fee applies) with advanced call management features including Webex Softphone, a simple to use dial pad app for desktop and mobile users.
• A Premium calling plan that includes all domestic calls to fixed and mobile numbers made by the user; and
• Voice lines to satisfy the number of simultaneous calls you require. You may choose to dedicate each line to an individual user or share lines across multiple users. If you choose to share lines across multiple users, we recommend that you have a maximum of four users per voice line.

Advanced individual user and group call routing features are available, including:

• Auto Attendant - greet inbound callers with a pre-recorded welcome message and route calls based on caller touchphoneinput.
• Hunt Group - direct incoming calls to a group of users on your service.
• Call Centre (Basic) - builds on the Hunt Group feature with basic call queuing capabilities to distribute calls to users. 
• Receptionist Client - an advanced web based attendant console for use by front-of-house receptionists or telephone attendants.
• Music on Hold - allows the selection of an audio source that can be broadcast to callers on hold.
• Virtual Business Number - schedule and direct calls from a main number to any number within your business, including to an auto attendant, a hunt group or a user's voice mail.
• Webex for Telstra Cloud Calling feature packs to enhance your messaging and meeting experience.

Equipment is only available under a self-installation activation process. Professional installation service is currently not available.

Charges for international calls, calls to mobile satellite services, calls to directory services can be found at:

https://www.telstra.com.au/content/dam/tcom/personal/consumer-advice/pdf/business-a-full/bg-fixed-bps.pdf

https://www.telstra.com.au/content/dam/tcom/personal/consumer-advice/pdf/consumer/fixed-operator.pdf

• An underlying internet access service or Telstra IP-VPN service.
• Calls from your service other than the call types listed above under 'Included Calls'.
• Phone number port-in from another service provider.
• Data incurred through your use of the service; data charges are separate from and in addition to the charges for your Telstra Cloud Calling service.
• Any installation or configuration, or other professional service.

Telstra Cloud Calling is available on a month-to-month subscription basis. Separate terms may apply for additional equipment purchases under a Hardware Repayment Option.

If you cancel your service, you will not be charged an Early Termination Charge (ETC). If you have purchased equipment under a Hardware Repayment Option, you must pay out the remaining HRO payments.

Voice quality considerations

We do not guarantee that the call quality on calls made through your Telstra Cloud Calling service will meet or exceed a certain level. We recommend that your underlying internet access service provides a minimum of 1OOKbps uncontended bandwidth per voice line in each direction to ensure your service voice quality.

Device considerations

As part of your Telstra Cloud Calling solution, you can opt to purchase eligible handsets or other additional equipment from us. This may or may not include necessary components such as power adapters, which you must purchase separately depending on your router/switch specifications.

Manage your service online

Your Cloud Calling service comes with access to the Telstra Adaptive Collaboration Management portal. It will enable you or a member of your team to perform phone number, user and feature management whenever you need it.

Service limitations

During a power failure, you will not be able to use your service for calls including Emergency '000' services or alarm services.

As an IP Telephony service, the quality of voice calls may be impacted by the end-to-end connectivity. Telstra Cloud Calling is a hosted service and not currently available for use in SIP trunking mode which is planned for a later release.

Capacity for concurrent calls at a site using the Cloud Collaboration service is limited to the available bandwidth at that site.

How can I get more information about my order and services?

Track your Telstra Cloud Calling order on any compatible device with Telstra Connect. Simply register and log in at https://connectapp.telstra.com.

The Telstra Connect app is also available for download on Google Play (Android) and App Store (iOS).

Understanding my bill

Your bill is issued on the  same date each month, which you can view on Telstra Connect. You may receive a separate invoice for other products provided by Telstra.

You may add and remove users and features during the month, but we will charge you for the highest number of each feature configured on your subscription during that month for the whole month.

The baseline to calculate the number of features/users for the month is the number configured at the start of the billing cycle, not the highest number from the previous month.

Fair Use Policy

You must comply with our Fair Use Policy and not use your services in an unreasonable or fraudulent manner or in a way that detrimentally interferes with the integrity of the network. We may take action if you breach the Fair Use Policy, including suspending or cancelling your service.

Sensis listing

Listing of your service with Sensis is currently not available but planned.

For any questions about your offer, technical support, service or connection, you can visit telstra.com/contact us, Telstra Connect, or call us on 1800 370 430. Assurance  and fault calls are answered  24 hours/ 7 days, all  other calls are answered  Monday  to Friday, 9am to 5pm in your local time zone (except national public holidays).

Complaints or disputes

For any problem or complaint about your service, you can go to telstra.com/complaints. You will find full contact details and information about how to resolve your issue. 

Further investigation 

If we cannot resolve your complaint to your satisfaction, you can contact the Telecommunications Industry Ombudsman by phone on 1800 062 058. Full contact information available online at https://tio.com.au/about-us/contact-us. This is only a summary. The legal terms for this plan are set out in your agreement with us.