HYBREX Hosted Voice™ runs over your internet connection, and there is no additional hardware required. Your IP handsets will also connect to an internal network, provided by a switch.

If you have computers plugged into a switch already, the handset has a ‘piggy-back’ function that allows the phone to be plugged into the switch, and the computer to be plugged into the phone.

This means that you do not need more ports than you already have in your networking equipment.

• The service assurance availability target for HYBREX Hosted Voice™ is currently at 99.90%
• The service assurance target response time for interrupted HYBREX Hosted Voice™ faults is 0 to 60 minutes
• The service assurance target restore time is 4 hours

Note: No service assurance rebates are payable in the event that HYBREX or the upstream network provider fails to meet service assurance targets.

Yes, customers can call the HYBREX Customer Support on 1300 064036. The desk is available 24 hours per day, 7 days per week, 365 days per year for activations, faults and configuration issues.

You can easily share an internet connection with your HYBREX Hosted Voice™ services if you have a robust broadband connection with good bandwidth such as HYBREX unlimited nbn™ 50 plan or higher.

Your bandwidth will be shared between the calls you make from your HYBREX Hosted Voice™ handsets and the regular traffic that is sent for internet browsing and web applications. The more bandwidth you have, the higher the number of concurrent calls you can have without impacting voice quality and browsing or access to web applications.

While we would highly recommend choosing HYBREX as your internet provider, you are welcome to use another provider’s internet service with our HYBREX Hosted Voice™ solution. Having both services through HYBREX means you have one number to call for an issue related to the Internet and HYBREX Hosted Voice™ service.

All of the HYBREX Hosted Voice™ handsets come with power pack which plugs into a standard 240v wall socket. These handsets also have the Power over Ethernet (PoE) function which means that it is possible to power the handsets via an Ethernet cable if you have also installed a PoE switch.

If you loose power due to a power outage, your HYBREX Hosted Voice™ service will be affected. However, if you provided a backup phone number at the time of order, your incoming calls will be routed to the backup number provided (Call Forward Not Reachable) or consider our HYBREX Hosted Voice™ Mobile App.

This will affect your HYBREX Hosted Voice™ service so we recommend you consider adopting some backup strategies. These include simply routing numbers to a backup phone number while your Internet connection is offline or utilising our HYBREX Hosted Voice™ Mobile App which connects to your mobile data service. Alternately for mission critical installations, we suggest a redundant internet or 4G LTE solution from HYBREX.

Your new HYBREX IP handset 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.

If you prefer to avoid any cabling issues, you may wish to consider our cordless handset option.

Simply access the web interface which allows you to access and modify features of your HYBREX Hosted Voice™ service. Some features can also be modified via your IP handset by simply entering a special code (please consult your handset user guide for more details).

With over 20 years’ experience we have forged great relationships with reliable, knowledgeable and first-class HYBREX Certified Partners who you can trust to provide the highest quality work and common-sense pricing for small business. Any work will be subject to evaluation and quotation and is 100% guaranteed.

Yes, it is possible to change plans however modification charges will apply for any upgrades or downgrades. Further fees and charges may also apply depend on your current plan, the initial contract term and any remaining period of the contract term.

Yes. Subject to approval by the loosing carrier or service provider, customers can port in their existing Phone number(s) if they wish to keep their existing number(s).  The customer simply provides the full geographical number and the current or porting away Provider Name and HYBREX will organise the Port-in.

Customers can generally port in phone number ranges from the following providers with whom there is an LNP Agreement with these carriers:

• Telstra
• Optus
• Primus
• Symbio Networks
• Verizon
• GoTalk
• IiNet (Chime)
• Internode (Agile)

Customers should check with their current provider as fees may apply for porting of numbers and may take between 14 to 120 days depending on the complexity of the request.

Yes, as each HYBREX Hosted Voice™ handset/plan will be assigned a single Direct In Dial Number at no additional cost or you may choose to port your existing number in from a third party provider which may incur a port-out fee.

Customers have the option to buy new phone number ranges allocated by HYBREX in block sizes of 10, 50 or 100 numbers.

The following telephony features are not supported nor tested with the HYBREX Hosted Voice™ service:

• Calls to Foxtel, Austar, Select TV;
• Back to base alarms and other monitoring systems using phone lines;
• VoIP based fax;
• Dial up modem or other analogue data calls (e.g., EFTPOS, HICAPS, etc.);
• Fax to international and domestic numbers;
• Medical Services: The service is not suitable for users who require a phone line to support medical devices;
• Preselect or override to other carriers;
• Priority Assistance
• Calls to numbers starting with 19/1900, 0500 or Universal International Freephone Numbers (UIFN).

Yes.  HYBREX Hosted Voice™ allows you to access emergency services. Please consider that as your HYBREX Hosted Voice™ 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.

Yes. The details required are the Directory Usage Code and the Directory Listing Code.

At the end of your contract commitment, you may continue using the HYBREX Hosted Voice™ service on your selected plan and monthly access charges.

As HYBREX Hosted Voice™ handsets are managed by us for the PBX features, they always remain the property of HYBREX unless purchased outright.

While handsets come with Manufacturer Warranty, customers experiencing a problem must report and deal with HYBREX for any faults.

If the fault is due to a manufacturer error, then HYBREX will send a replacement handset to the customer if required. If it is determined that the customer has caused the fault, then the customer needs to pay the Faulty Handset Fee.

HYBREX Hosted Voice™ customers waive their rights to the Customer Service Guarantee upon signup of the service. As this is a significantly discounted service (including free local, national, and calls to mobile networks) HYBREX is not able to provide the same CSG as it would with a traditional landline telephone service.