Tutorials

How To Setup Voice To Email Feature
You can self-configure your Voice2Email for free through your Customer Tool Box
To access your Customer Tool Box, you will need your 10 digits Customer ID and login password which we have previously emailed to you. If you have forgotten or lost your password then please go to Forgot Password Login

Greeting Setup

Firstly, you need to think about what you want your callers to hear as a greeting or message.
If you wish to record your own special greeting/message you will need to create a special recording file format in either of the following audio file specifications:
.MP3 files as follows:
  1. maximum of 5mb file size.
.WAV files as follows:
  1. .wav file and;
  2. PCM and;
  3. 44.1kHz and;
  4. 16 bit and;
  5. mono and;
  6. maximum of 5mb file size.
PLEASE NOTE: all other file types and files over 5mb will be auto-rejected so to avoid potential disappointments please upload the correct file format.

Free Recording Software
To assist you to record your own special greeting/message you can download a simple and free sound recording program by 'Google' search for 'Free audio recording software'.
We don't offer technical support for recording programs/software. For technical support for recording programs/software please contact the recording programs/software manufacturer/developer.
Professional Recording
If you prefer to you can purchase a professional greeting/message recording from Media Sound or call Media Sound on 1300 736 465.
When ordering a quote/files from Media Sound please select File Format .MP3 - TBILL)
How To Test Your Voice TO Email Feature
To test your new Voice2Email follow these simple steps:
  1. Call your 1300/1800 number.
  2. Listen to your Voice To Email greeting.
  3. Leave a test message.
  4. Open up your emails.
  5. Look for the test message audio file.
  6. Listen to the test message audio file.
Premium Paid Assistance
Most customers choose to self-configure their Voice2email but if you are short on time or not technically minded we can setup your Voice2email service for you through our Premium Paid Assistance for a once off $50.00 (Ex GST).
FAQ
  1. Q. How many voice messages will be saved in the email?
    A. A single voice message is attached to an email.

  2. Q. How many emails can I have to receive a voice message?
    A. Up to 100 with the first email free and $1 (+ GST) per month for each additonal email address.

  3. Q. How can we access a voice message in the email?
    A. Open the voice message attachement with your preferred sound software.

  4. Q. How can we save a voice message in the email?
    A. Click on the voice message attachement and save to your preferred downloads folder.

  5. Q. In terms of history, how far back can we access the stored voice messages?
    A. We currently don't store voice messages but will be doing so in our next upgrade in about 3 months.

  6. Q. How long are the voice messages stored before they are deleted?
    A. We currently don't store voice messages but will be doing so for 12 months in our next upgrade in about 3 months.

  7. Q. Is it possible for the IT to access the voice message through API?
    A. We currently don't permit access through our API but will be doing in our next upgrade in about 3 months.

How To Setup IVR (Integrated Voice Response) Prompting Feature
You can self-configure your IVR for free through your Customer Tool Box
To access your Customer Tool Box, you will need your 10 digits Customer ID and login password which we have previously emailed to you. If you have forgotten or lost your password then please go to Forgot Password Login

Announcement and Prompts Setup

Firstly, you need to think about what you want your callers to hear as an announcement. Then you will need to work out how many prompts you will need e.g. Prompt 1 for sales, Prompt 2 for accounts, Prompt 3 for technical support etc. and provide an audio file which includes all prompts..
If you wish to record your own announcement audio file and prompts audio file you will need to create a special recording file format in either of the following audio file specifications:
.MP3 files as follows:
  1. maximum of 5mb file size.
.WAV files as follows:
  1. .wav file and;
  2. PCM and;
  3. 44.1kHz and;
  4. 16 bit and;
  5. mono and;
  6. maximum of 5mb file size.
PLEASE NOTE: all other file types and files over 5mb will be auto-rejected so to avoid potential disappointments please upload the correct file format.

Free Recording Software
To assist you to record your own special greeting/message you can download a simple and free sound recording program by 'Google' search for 'Free audio recording software'.
We don't offer technical support for recording programs/software. For technical support for recording programs/software please contact the recording programs/software manufacturer/developer.
Professional Recording
If you prefer to you can purchase a professional greeting/message recording from Media Sound or call Media Sound on 1300 736 465.
When ordering a quote/files from Media Sound please select File Format .MP3 - TBILL)
Premium Paid Assistance
Most customers choose to self-configure their IVR and Prompts but if you are short on time or not technically minded we can setup your IVR and Prompts service for you through our Premium Paid Assistance for a once off $50.00 (Ex GST).
How To Avoid Running Out Of Credit

To avoid running out of credit, we have a number of systems in place for you to utilise in your customer toolbox. Once logged In your Customer toolbox, you can go to 'Account Detail' tab > 'Preferences' tab

  1. In 'frequency', you will receive a weekly Credit notification email (initially set as a default) to let you know how much credit is on your account. You can change this to a particular day of the week or even to 'daily' notifications.
  2. If you go below the dollar amount in the 'Critical Balance' (initially set to $5.00 as a default amount), credit notification emails will occur daily regardless of preference frequency settings. Once your credit is topped up above the specified 'Critical Balance' amount, you will continue to receive weekly Credit notification emails.
  3. If you run out of credit at any time during the day, you will be sent an email so you can top up straight away and keep receiving calls throughout the day.
  4. At the start of each calendar month, an 'End of Month' (EOM) processing will occur, if you receive an email, this email will state the credit you currently have on your account and later that day the bill run will occur and you may not have enough credit on your account to keep the account active. This EOM email will state the approximate amount your account will go into debit, please make sure you read the email top up accordingly.
How To Change 1300/1800 Number Destination (Answerpoint) 24/7
1300 number real-time destination changes

Your Customer Tool Box is a web based user interface. This means you can change your 1300/1800 number destination in real-time 24/7 from any where in the world.

How to change your 1300/1800 number destination

You can change your answer point (diversion) by following these simple steps:

  1. Login to a your Customer Tool Box. You will need your Customer Account Number and Password.
  2. Go to "Service Number Management".
  3. Find your 1300/1800 number you want to manage.
  4. Click on "Edit".
  5. You can add/remove features from the dropdown box, change diversions and add Audio Messages.
  6. Then "Save" changes.
  7. Test your changes by calling your 1300/1800 number but NOT from the same mobile or landline destination as this forms a potential loop and you will not be connected.
Destination number formats:

You must enter your destination number/s in the following format or your service/s will not function.

  • Australian landline numbers: state area code + landline number eg 0298765432 - NOT 61298765432
  • Australian mobile numbers: only the mobile eg 0419000000 - NOT 61419000000
  • International destination numbers: Please contact us
Cost to change your 1300 number destination
Your 1300 Number hosting plan includes ten free destination changes per service per month. Thereafter, 10c per destination change per service per month.