Welcome!

Congratulations, and thank you for choosing Activa Communications as your supplier for your voice communication needs. We’re certain that the Activa Voice Trunk service you have ordered will provide you with reliable voice communications for years to come.

We’re delighted to be able to assist you and on this page we want to provide you with all of the information you need to get the most of your new Activa Voice Trunk service.

Connecting to your Activa Voice Trunk service

When your Activa Voice Trunk service has been activated we will send you an Activation Email, which provides you with all of the specific information about your service that you need to access and use the service correctly.

The information provided in the email will include:

Confirmation of the key details of the service including the Customer reference details of your order.
Information to uniquely identify your service when accessing our systems, including our Partner Portal.
The type of Voice Trunk service you have ordered, including the number of concurrent calls supported and how call usage will be billed.
The SIP Server Name for the service, which is the host name your phone system or SBC needs to register with.
The SIP Username and SIP Password for the service, which are the credentials needed for registration.
The Pilot Number of the Voice Trunk, which is the included number that can be used for initial testing and setup of the service.
Where applicable, the Call forwarding number you have specified, which is the number that calls will be forwarded to in the event that your phone system or SBC is not registered to the Voice Trunk service.
The SIP Port needed for registration.

On this page we provide step-by-step instructions to help you to get started with your new Activa Voice Trunk service.

How to connect

Voice Trunk SIP Configuration

The information provided in your Activation Email is all that is required to connect your new Voice Trunk to a suitable phone system, SBC or device.

The specific configuration options and settings of different devices is beyond the scope of this article, but Activa Voice Trunks are broadly compatible with any RFC compliance SIP device that can register with a SIP trunk.

You can find more information about SIP configuration in the following article: Generic SIP Trunk Configuration.

Call forwarding number

When ordering your new Activa Voice Trunk service you are given the option to specify a Call forwarding number, which is a phone number that all calls to all numbers associated to the trunk will be forwarded to if the trunk is unregistered, or if the customer SBC or phone system does not respond. This number can be updated on demand by contacting our helpdesk using the details provided further below.

Number format

All Activa Voice trunks use standard Australian or New Zealand national number format, rather than e.164 number format.

Number Porting

If you have ordered additional numbers to be ported to your Voice Trunk service, the details of that process will be communicated to you separately. Note that the Pilot Number included with your Voice Trunk service can be used to configure and test the trunk while the porting of your numbers is arranged.

You can learn more about Number Porting in the following article: Number Porting FAQ.

Troubleshooting

We understand that issues can arise when connecting to a new Activa Voice Trunk service for the first time. To assist with your first connection to the service, we have compiled a list of the basic troubleshooting steps we would recommend you follow before contacting our helpdesk to open a ticket.

First, try turning your device off, waiting for one minute, and then turning your device back on.
Second, with your device powered on, on look at the reception indicators to confirm if your location has coverage.

Contacting our helpdesk for support

When an issue cannot be resolved after following the troubleshooting processes above the next step is to open a ticket with our Help Desk so that we can assist you.

Tickets can be opened using the following methods:

Login to our Help Centre to log or access tickets directly.
Email us at helpdesk@activacomms.au.

When opening a ticket with our Help Desk you should ensure that:

You have the service or configuration identification number (accessible from the activation email, our Partner Portal or our Billing Portal).
You have completed the troubleshooting steps detailed above.

During business hours you can access our Help Desk using any of the options below:

Use our Help Centre to log or access tickets directly.
Email us at helpdesk@activacomms.au.
Call us on 1300 554 116 (select option 2).

Our helpdesk is available 24/7, with defined escalation pathways to ensure you always receive the assistance you need. Outside of business hours, you should call 1300 554 116 and select option 2. Your call may be directed to a messaging service who will forward your matter to the technician on duty.

Further Resources

Training and 1:1 assistance

Training for your team

We support our partners with technical training, with a focus on our exclusive platforms, Xelion and SentryNet. Use the link below to book a time for training tailored to your requirements and team.

Book training

Sales and Marketing Support

Support for your sales team

We support our partners throughout the sales cycle, and can assist you with expert solution design, technical expertise, marketing collateral (co-branded or your branding) and directly assisting you with sales opportunities.

Book a sales meeting

Partner Portal

Your gateway to Activa

Our partner portal provides access to manage customers, sites, contacts, services, projects, orders and much more. Use our Service Qualification feature to see what’s available at any site.

Help Centre

Access our helpdesk and KB

Our Help Centre is your primary access to our technical helpdesk, allowing you create and manage and tickets, and to access our extensive Knowledge Base containing technical guides and troubleshooting articles.

Help Centre

Customer Guides

Helpful articles for customers

Our customer guides and articles can be shared with your customers to provide a helpful reference and step by step guides for using our exclusive platforms, including Xelion and SentryNet.

Customer Guides

Billing Portal

Manage and view billing

Our billing portal provides partners with options to manage how customers are billed. Whether we are billing you, or billing your customers, or billing your customers under your brand, it’s all accessible in one place.

Billing Portal