BizPhone's Call Park feature allows you to:

  • Park a call on any BizPhone handset or SoftPhone. Once a call is park, the handset can be hung up without terminating the call.
  • Retrieve a parked call using any BizPhone handset or SoftPhone on your system.

Select one of the links below to jump to a query:

Parking a call

  1. During a call, press the Transfer soft key (or Options soft key > Transfer on a Cordless handset).
  2. Dial *68 and listen for the IVR announcement.
  3. Dial # to park the call at your current handset, or dial the last 5 digits of the phone number for the handset you wish to park at.
  4. The call is now parked and you may hang up.

Retrieving a Parked call

  1. Dial *88.
  2. Dial # to retrieve the call parked at your current handset, or dial the last 5 digits of the phone number for the handset you wish to retrieve the parked call from.
  3. The call is now retrieved.

Call Park Retrieve using Line/DSS keys (Standard & Premium handsets only)

Line keys are found on the left and right sides of the screen on a T42S Standard handset. A maximum of 15 can be created.

DSS keys are found on the left and right sides of the Home screen on a T48S Premium handset. You can press the DSS Keys soft key to view all DSS Keys.

These setup processes must be followed on every handset in order to use the DSS key options.

Set up Call Park

  1. Find and hold down a blank Line/DSS key on your handset.
    Note: On a T42S handset, if you cannot find a blank Line key, select Menu > Features > DSS Keys, then select an available key.
  2. Use the left and right arrow keys to select Speed Dial.
  3. Use the down arrow key to go to step 2 on the setup screen.
  4. Select any Line (Line 1 is default).
  5. Use the down arrow key to go to step 3 on the setup screen.
  6. Use the dial keys to name your DSS key. This must be "P" followed by the handset's full phone number or 5-digit extension, e.g. "P12345" or "PRecep".
  7. Use the down arrow key to go to step 4 on the setup screen.
  8. Set the Value to *68 followed by the DSS key name you assigned without the "P", e.g. "*6812345".
  9. Select Save.

Set up Call Retrieve

  1. Find and hold down a blank Line/DSS key on your handset.
    Note: On a T42S handset, if you cannot find a blank Line key, select Menu > Features > DSS Keys, then select an available key.
  2. Use the left and right arrow keys to select Retrieve Park.
  3. Use the down arrow key to go to step 2 on the setup screen.
  4. Select the same Line as the one chosen for Call Park.
  5. Use the down arrow key to go to step 3 on the setup screen.
  6. Use the dial keys to name your DSS key. This must be "R" followed by the handset's full phone number or 5-digit extension, e.g. "R12345" or "RRecep".
  7. Use the down arrow key to go to step 4 on the setup screen.
  8. Set the Value to the DSS key name you assigned without the "R", e.g. "12345".
  9. Select Save.

Using DSS keys

  1. During a call, select the Transfer soft key.
  2. Select the DSS key assigned to the location you wish to park at, e.g. "P12345" or "PRecep".
  3. The call will be parked and you may hang up.
  4. To retrieve a call, select the DSS key assigned to the location you wish to retrieve from, e.g. "R12345" or "RRecep".
  5. The call will be retrieved.

If you suspect your mobile device has been lost or stolen, take action as soon as possible.

In rare cases, you may still have your device but you can’t use it because your mobile number has been stolen through an unauthorised port.

 

How to report a lost or stolen mobile device/number

You can report a missing device or unauthorised port by giving us a call on 13 22 58, or +61 8 9214 2222 if you are overseas.

Once you contact us, we can bar your SIM to prevent any unauthorised charges to your account. We can also block your device’s IMEI so it cannot be used with another SIM.

If your mobile number was ported or SIM swapped without your consent, we can reverse the port (and provide a new SIM if necessary).

 

More info

What should I do before reporting a lost or stolen device? 

Before reporting a device as lost or stolen, try calling it. Someone may answer or you might hear it ringing. You should also check whether it’s been handed into your local police station.

You could also try to track the location of the device with:

 

What happens when you bar my service?

When we bar your service, your phone will be unable to make calls except to emergency services. If someone tries to make a call, a recording will advise them that call barring is active on the phone.

Barring your service doesn’t terminate your monthly plan. You can get a replacement SIM card to use with another device.

 

What if I find the device after you bar my service/block my IMEI?

If you find your device, give us a call on 13 22 58 and we’ll unbar the service and remove the IMEI block. This can take up to 24 hours to come into effect.

 

How do I check if a phone has been reported lost or stolen?

You can check if it has been reported lost or stolen through the Australian Mobile Telecommunications Association website and entering the IMEI of the device.

 

What can I do to deter mobile thieves?

  • Keep your mobile out of sight when you're out and about. 
  • Never leave your mobile unattended.
  • Keep a note of your 15-digit IMEI number.
  • Use your mobile’s security features such as an unlock PIN, security pattern or thumbprint scanner.

 

How can someone steal my mobile number in an unauthorised port?

Multi-factor authentication methods protect mobile users from most unauthorised ports. For example, a unique verification code is sent to the affected mobile number before it is allowed to be ported to a new telco or swapped to a new SIM.

A criminal typically needs access to your unlocked mobile phone or other identity documents to complete an unauthorised port. Today, it happens in rare cases of identity theft or fraud.

 

What else should I do if my mobile number had an unauthorised port?

  • Contact your bank or financial institution ASAP and tell them someone might be committing fraud using your details;
  • Change your passwords for important accounts like your bank, email and social media;
  • Report any fraud to local police or the Australian Federal Police;
  • Report any cybercrime involving identity theft or online fraud to the Australian Cyber Security Centre;
  • Contact IDCARE on 1300 432 273 if you want help with identity crime or cyber security;
  • Report the activity to Scamwatch.

Global Address Book allows up to 500 contacts to be uploaded and accessed by Standard, Premium or Cordless handsets.

This feature is not available for SoftPhone or Desktop/Mobile clients.

Select one of the links below to jump to a query:

Creating a Global Address Book file

  1. Log in to Frontier Portal. If you have never logged in before, please watch this video.
  2. Select the arrow next to Global Address Book to expand this section.
  3. Select See sample csv and save the file to a familiar location on your computer.
    BizPhone Frontier Portal - Global Address Book see sample CSV
  4. Open the sample CSV file using Microsoft Excel. Adjust the example entries and add more names and phone numbers as desired.
    Note: Landline phone numbers must include the prefix for the area code, e.g. "02" for NSW. A maximum of 500 entries is supported.
    BizPhone Frontier Portal - Global Address Book example Excel
  5. Save the spreadsheet as a .CSV (comma delimited) file.
  6. Return to Frontier Portal. Under Global Address Book, select Browse.
  7. Locate and select your .CSV file, then select Update.
    Note: You can update an existing Global Address book file in the same way.
    BizPhone Frontier Portal - Global Address Book update CSV
  8. You must restart your BizPhone handset(s) after any changes in order to access the updated Global Address Book.

Error messages when uploading your .CSV file

If you encounter an error when uploading your file:

BizPhone Frontier Portal - Global Address Book error

Please ensure that your .CSV file:

  1. Has no more than 500 contacts in total.
  2. Does not exceed 50 characters per Name field.
  3. Contains no special characters i.e: .~!@#$%^&*()_+-=[]{}|\:'<>?,./
  4. Contains no double spaces e.g. “John  Doe”.
  5. Contains no leading/lagging spaces in the Name field e.g. " Name" or "Name ".

 
Resolving these file issues should allow you to upload successfully. If you encounter an error you cannot resolve, please call us on 13 86 89 for assistance.

Accessing the Global Address Book from your handset

Cordless DECT Handsets (W76P, W60P or W56P)

  1. Press the OK handset key.
  2. Use the Up and Down handset keys to find Directory, then press OK.
  3. Select Network Dir.
  4. Select GroupCommon.
  5. Select the desired Name and Phone number from the Global Address Book.

Standard Handsets (T43U, T42S. or T42G)

  1. Press the Directory soft key.
  2. Use the Up and Down handset keys to find and select Group Common.
  3. Select the desired Name and Phone number from the Global Address Book.

Premium Handsets (T48U, T48S or T48G)

  1. Select Directory on the main LCD screen.
  2. Select Group Common from the left-hand menu.
  3. Select the desired Name and Phone number from the Global Address Book.

How do I modify features like Call Forwarding?

We have built a web interface (Frontier Portal) that allows you to access and modify features of your BizPhone service. Some features can also be modified using the handset and special codes.

How fast does my Internet connection need to be?

Continuing on from the discussion of bandwidth in the previous question, we recommend a minimum of 100kbps of upload speed per concurrent call.

What type of cabling is required?

How do I connect my computer and phone? Your new telephone will plug into your switch via a standard Ethernet cable. Your computer can be routed directly to the switch or can also plug into the phone. The advantage of this feature is that only one port and run of cable is needed to connect both your phone and computer.

Does the phone need its own power supply?

All of the BizPhone handsets come with power pack which plugs into a standard 240v wall socket. These handsets also have the Power over Ethernet (PoE) function. This allows the handsets to be powered via the Ethernet cable it is connected to. For this setup to work correctly, you must have a PoE switch installed in your business.

Does the ATA need a power supply?

Yes, BizPhone over ATA requires a power supply. The use of these features on BizPhone ATA is not guaranteed and the device will not function in the event of a power outage.

Does the ATA support Fire Alarms, Back to Base alarms and lift emergency services?

Please note, while BizPhone ATA does support Fire Alarms, Back to Base alarms and lift emergency services on a best effort basis, BizPhone ATA also requires a power supply. The use of these features on BizPhone ATA is not guaranteed and the device will not function in the event of a power outage.

Can I connect my fax machine?

Fax is supported on a best effort basis only. You can order a BizPhone Line (ATA) plan and plug a fax machine into it, but we cannot guarantee that fax will always work on ATA, as it is a VoIP based service.

Can I dial 000, and does my 000 emergency address work?

Yes - access to the emergency services is still available. Please consider that as your BizPhone service can be used in any location that has a suitable Internet connection, the address recorded against your phone number that emergency services sees when you call may not match your current physical location. A caller to emergency services should always have access to their physical address to give to the operator.

Can I customise the recorded 'Music On Hold'?

Yes, the ability to upload or record your own 'Music On Hold' is enabled through the online portal.

What type of calls are included for free in my monthly line rental?

Each plan with iiNet BizPhone includes all of your local, national, and mobile calls at no additional cost.

Does iiNet BizPhone support multiple sites or physical locations?

Yes, iiNet BizPhone support multiple sites or physical locations as part of same BizPhone order.

What is the process for returning the old BizPhone handset when I change my BizPhone plan?

The iiNet equipment retrieval team will initiate the collection of the old equipment by sending the consignment note to you and organising the courier to pick it up.

Do I need to do anything on the portal to activate the new handset (upgrade or downgrade) or is it simply plug and play?

You will need to plug in the handset once you receive it and then call the BizPhone provisioning/activation team to activate the new handset against your existing service.

How do I reconfigure the phone if an employee leaves the business?

The group Administrator can log into online portal to change the first and last name details of that user.

What is the maximum monitored users in the Busy Lamp Field feature?

The maximum limit is 50 users.

What is the maximum monitored users for Receptionist Basic vs Advanced?

For Basic, it is a max of 30 monitored users and for Advanced it is 200 statically or 100 dynamically monitored users.

Is the Speed Dial 8 feature available on the IP DECT Phone? What about Softphone?

Yes, Speed Dial 8 is available on both the DECT Phone and the Softphone.

Is the Auto Attendant audio file format restricted?

Are there any guidelines for this? Yes, there is a specification for the Auto Attendant audio file format, which you can find in the iiNet BizPhone User Reference Guide.

Is the Busy Lamp Field feature available across all different handsets?

The Busy Lamp Field feature is not available on the Cordless IP DECT (W76P, W60P and W56P) handset. It is only available on the Standard (T43U, T42S, T42G) and Premium (T48U, T48S, T48G) handsets.

Is the Voicemail to Email feature available on iiNet BizPhone service?

Yes, the Voicemail to Email feature is available and the email address will be captured at the time of ordering. You can also modify this feature through the online portal.

Can I add extra lines to my BizPhone handsets?

No, iiNet BizPhone is 1-to-1 service and you can only have 1 phone number or line on each handset.

Are calls that are initiated from the BizPhone Mobile App charged to the BizPhone user (i.e. not to the user’s mobile carrier)?

Calls that are made from the BizPhone Mobile App are charged to the BizPhone user at the same rate as those from the desktop phones.

Note: if WiFi is not on or available at the time of making call, it will use the mobile carrier’s data plan.

The following types of call transfers may be used on a BizPhone Standard T42S (or SoftPhone), Cordless W60P or Premium T48S handset:

  • Blind Transfer - Transfer a call directly to another party without prior consulting.
  • Semi-Attended Transfer - Transfer a call to another party whilst the target transfer phone is ringing.
  • Attended Transfer - Transfer a call to after consulting with the receiving party.

Select one of the links below to jump to a query:

Call Transfer on Cordless Handsets (W76P, W60P or W56P)

Blind Transfer

  1. Press the Options soft key during a call, then select Transfer.
  2. Enter the number you want to transfer the call to.
  3. Press the Transfer soft key to complete the transfer.

Semi-Attended Transfer

  1. Press the Options soft key during a call, then select Transfer.
  2. Enter the number you want to transfer the call to. Note that this selection may be done using the Directory soft key > Local Directory if desired.
  3. Press OK or the handset's Call button to dial out.
  4. When you hear the receiving line ringing, press the Transfer soft key to complete the transfer.

Attended Transfer

  1. Press the Options soft key during a call, then select Transfer.
  2. Enter the number you want to transfer the call to. Note that this selection may be done using the Directory soft key > Local Directory if desired.
  3. Press OK or the handset's Call button to dial out.
  4. After the party answers the call and you have consulted with them, press the Transfer soft key to complete the transfer.
    Note: If you are using a handset, the transfer can be completed by hanging up. You can cancel the transfer before the call is connected by pressing the Cancel soft key.

 

Call Transfer on Standard Handsets inc SoftPhone (T43U, T42S. or T42G)

Blind Transfer

  1. Press the Transfer soft key during a call.
  2. Enter the number you want to transfer the call to.
  3. Press the Transfer soft key to complete the transfer.

Semi-Attended Transfer

  1. Press the Transfer soft key during a call.
  2. Enter the number you want to transfer the call to. Note that this selection may be done using the Directory soft key > Local Directory or History if desired.
  3. Press OK to dial out.
  4. When you hear the receiving line ringing, press the Transfer soft key to complete the transfer.

Attended Transfer

  1. Press the Transfer soft key during a call.
  2. Enter the number you want to transfer the call to. Note that this selection may be done using the Directory soft key > Local Directory or History if desired.
  3. Press OK to dial out.
  4. After the party answers the call and you have consulted with them, press the Transfer soft key to complete the transfer.
    Note: If you are using a handset, the transfer can be completed by hanging up. You can cancel the transfer before the call is connected by pressing the Cancel soft key.

 

Call Transfer on Premium Handsets (T48U, T48S or T48G)

Blind Transfer

  1. Press the handset's Transfer button or the Transfer soft key during a call.
    BizPhone T48S Transfer key
  2. Enter the number you want to transfer the call to.
  3. Press the Transfer soft key to complete the transfer.

Semi-Attended Transfer

  1. Press the handset's Transfer button or the Transfer soft key during a call.
    BizPhone T48S Transfer key
  2. Enter the number you want to transfer the call to. Note that this selection may be done using the Directory soft key > All Contacts or Remote Phone Book, or the History soft key if desired.
  3. Press OK or select the desired contact/phone number to dial out.
  4. When you hear the receiving line ringing, press the handset's Transfer button or the Transfer soft key to complete the transfer.
    Note: If you are using a handset, the transfer can be completed by hanging up.

Attended Transfer

  1. Press the handset's Transfer button or the Transfer soft key during a call.
    BizPhone T48S Transfer key
  2. Enter the number you want to transfer the call to. Note that this selection may be done using the Directory soft key > All Contacts or Remote Phone Book, or the History soft key if desired.
  3. Press OK or select the desired contact/phone number to dial out.
  4. After the party answers the call and you have consulted with them, press the handset's Transfer button or the Transfer soft key to complete the transfer.
    Note: If you are using a handset, the transfer can be completed by hanging up. You can cancel the transfer before the call is connected by pressing the Cancel soft key.

Call forwarding is available for standard Australian landline or mobile numbers. You cannot forward calls to international, 13/1300/1800 or premium numbers.

 

Call Forward handset quick codes

Action Dial quick code
Activate Call Forward Busy
(forward when phone is engaged)		 *90 <PHONE NUMBER>
Deactivate Call Forward Busy *91
Activate Call Forward No Answer
(forward when call is not answered)		 *92 <PHONE NUMBER>
Deactivate Call Forward No Answer *93
Activate Call Forward Immediate
(forward calls immediately)		 *72 <PHONE NUMBER>
Deactivate Call Forward Immediate *73
Activate Call Forward Not Reachable
(forward when phone is offline, inactive or faulty)		 *94 <PHONE NUMBER>
Deactivate Call Forward Not Reachable *95

Call Forward settings via Frontier Portal

  1. Log in to Frontier Portal. If you have never logged in before, please watch this video.
  2. Select the desired BizPhone user to edit.
    BizPhone Frontier Portal - User selection
  3. Select Basic.
  4. Under "Call Forward", set the switches for the desired call forwarding options (No Answer, Busy, Immediate or Not Reachable) to ON if you wish to enable them, or OFF if you wish to disable them.
  5. Enter the phone number to forward calls to for each enabled option.
    BizPhone Frontier Portal - Call forwarding
  6. Hit Update at the bottom of the screen to save.

 

BizPhone handsets/users are pre-configured to accept and play back voice mail messages by default. This guide will cover how to listen to voice mail, change your greeting, and forward voice mails to email.

Select one of the links below to jump to a query:

Listening to voice mail

  1. Press the envelope button/icon ✉ on your BizPhone handset or softphone. If you are a BizPhone ATA line user, dial *62 instead.
  2. Enter your voice mail passcode. If you don't know your passcode, please see this guide.
  3. Press 1 to enter your voice mail box.
  4. Press 1 to listen to your messages.

Setting a new voice mail greeting via the handset

  1. Press the envelope button/icon ✉ on your BizPhone handset or softphone. If you are a BizPhone ATA line user, dial *62 instead.
  2. Enter your voice mail passcode. If you don't know your passcode, please see this guide.
  3. Press 1 to enter your voice mail box.
  4. To set a Busy greeting (played when you are already on a call) press 2. To set a No answer greeting (played when the call is not answered) press 3.
  5. Follow the voice prompts to record and save your greeting.

Setting a new voice mail greeting via Frontier Portal

Your audio file must meet the following specifications:

Audio file format Specifications
.WAV
  • 8.000 or 16.00kHz
  • 8 or 16 bit mono
  • U law, A law or PCM
.WMA
  • 8.000 or 16.00kHz
  • 16 bit mono
  • U law, A law or PCM
Both .WAV and .WMA
  • Maximum audio length 2 minutes for voice mail greetings and custom ringback user/group.
  • Maximum audio length 10 seconds for user's personalised name.
  • Maximum audio length 10 minutes for Music on Hold greeting.
  • Maximum audio length 5 minutes for all other services.

If required, click here to search for online audio conversion sites to find one that best suits you.

  1. Log in to Frontier Portal. If you have never logged in before, please watch this video.
  2. Select the desired BizPhone user to edit.
    BizPhone Frontier Portal - User selection
  3. Select Voice mail.
  4. Set the Enable voice mail greeting switch to ON.
  5. Select Upload new media file and use the Browse button to select your audio file.
  6. Hit Update to save.
    BizPhone Frontier Portal - Voice mail settings

Forwarding voice mail to email via Frontier Portal

  1. Log in to Frontier Portal. If you have never logged in before, please watch this video.
  2. Select the desired BizPhone user to edit.
    BizPhone Frontier Portal - User selection
  3. Select Voice mail.
  4. Set the Enable voice mail to be forwarded as email switch to ON.
  5. Enter the Delivery email address.
  6. (Optional) If you wish to forward voice mail to additional email addresses, set the Enable voice mail to be sent as carbon copy switch to ON and enter an additional email address.
  7. (Optional) If you wish to receive an additional email notification about forwarded voice mail, set the Enable voice mail notifications to be forwarded as email to ON and enter a notification email address.
  8. Hit Update to save.
    BizPhone Frontier Portal - Voice mail forwarding

To get started, select your internet type:

Don't know which type of internet you have? Check the email from us about your iiNet order.

These guides will help you set up older iiNet modems.

Don't have an iiNet modem? Check out our BYO Modem Setup Guides.

 

Choose your modem

Picture Modem
Cable Gateway Pro CG2200 or CG3000
 Cable Gateway Pro (CG3000 & CG2200)
TP-Link VR1600v modem
 TP-Link VR1600v Modem
Nokia FastMile R1 Modem
 Nokia FastMile R1 5G Modem
TG-789 Broadband Gateway
 TG-789 Broadband Gateway
Cable Gateway Pro EPC3940L

Cable Gateway Pro (EPC3940L)
TG-1 Broadband Gateway
 TG-1 Broadband Gateway
Huawei HG658 or HG659 modem

Huawei HG658 for VDSL2
Huawei HG658 or HG659 modem
 Huawei HG659 for nbn HFC
Budii Lite modem

Budii Lite®
Budii modem
 Budii®
Smart Modem Gateway
 Modem not listed here?
See Current iiNet modems.

 

Cable Gateway Pro (CG3000 & CG2200)

 

More guides

 

TP-Link VR1600v Modem

Choose which type of internet you have - this will be mentioned in emails from us about your order:

 

More guides

 

Nokia FastMile R1 5G Modem

 

More guides

 

TG-789 Broadband Gateway

Choose which type of internet you have - this will be mentioned in emails from us about your order:

 

More guides

 

Cable Gateway Pro (EPC3940L)

 

More guides

 

TG-1 Broadband Gateway

 

More guides

 

iiNet Huawei HG658

 

iiNet Huawei HG659

 

Budii Lite®

 

More guides

 

Budii® 

 

More guides

     

    If you can't get calls on your nbn® phone or Netphone service, these steps will help you identify the issue.

    nbn® Phone and Netphone are VoIP phone services that work over the internet.

     

    1. Is your phone service still new? We'll send you and email and SMS when it's ready to use.
       
      If you're moving an existing phone number to iiNet: After your internet is connected, it can take up to 5 days to transfer your number. During this time you can make calls using a temporary number, but you won't get calls.
    2. Is your internet working? Your phone service can't work without internet. You can check your address for an internet outage or planned maintenance on our Network Status page.
    3. Find your modem and make sure your phone and all cables are plugged in securely and not damaged. Replace any damaged cables.
       
      Note: If your phone is damaged, please replace it or contact the seller for a warranty claim.
    4. Make sure your phone has power. Wireless phones may have batteries that need to be recharged or replaced.
    5. Turn off your modem’s power outlet for at least 5 minutes.
    6. Turn the outlet back on and wait for your modem’s lights to settle, then try to make a call.
    7. If you still can't get calls, please use an alternative phone service to call us on 13 22 58 for further assistance.
       
      Note: If you have no access to a working phone service, please email support@iinet.net.au.