Frequently Asked Questions

So you know you’d like to update your business phone system, but you’re stuck on the particulars like “how many SIP trunks do I need?” and “how much bandwidth do I need?” 

Here, we hope to address these issues for you to make your transition as seamless as possible.

Should you still have questions, please feel free to contact us and we will go over any extra information you may require.

Getting
Started

How do I use a SIP Trunk?

When you order a SIP Trunk from Aatrox Communications you receive a URL, number, and authentication information.

On your PABX or device you enter these details, which allows the SIP trunk to be “registered” to you.

That’s it!

Calls made to the numbers assigned to your SIP Trunk will be routed over your SIP Trunk, and you can choose where and how they are treated from there (for example ringing a single handset, going to voicemail, or using something like a call queue, hunt group, or IVR).

Note: To get the most out of your PABX and SIP trunks you may choose to configure plenty of different options for routing, codec usage, number masking, and so on.

We’re more than happy to have a chat with you about your specific requirements.

Are Aatrox Communications SIP Trunks expensive to implement?

Every deployment is different, but with Aatrox Communications SIP Trunks we’ve helped many companies reduce their phone bills by up to 60%.

Our SIP Trunks should reduce both the fixed infrastructure portion of your bill, and the call cost portion.

How do Aatrox Communications SIP Trunks compare to others?

We believe that our SIP Trunks represent the best value available in Australia.

We have worked hard and invested in our infrastructure to ensure that our call quality is excellent and extremely reliable, and in our team to make sure that there is always a highly skilled engineer available to answer your call.

All of our infrastructure is in Tier 1 data centres within Australia to provide the lowest possible latency (learn more about our infrastructure) and all of our team is located in Melbourne and Sydney.

We’re consistently told that the support we provide is second to none.

Feel free to stop by for a visit!

How much expertise do I need to get started with VoIP?

You need to be comfortable setting up and managing your PABX.

Aatrox Communications can provide assistance with SIP Trunk registration and compatibility – but ultimately you are responsible for running and configuring your PABX.

If this is not something you’re comfortable with, give us a call – we work with some great Hosted PABX providers that we’re more than happy to put you in touch with.

Infrastructure

What infrastructure does Aatrox Communications use to deliver SIP Trunks?

Our SIP Trunking infastructure is hosted out of Sydney and Melbourne Data Centres. There is an automatic failover between the two incase of an outage. Please contact sales for more information.

What happens if my PABX goes offline?

Aatrox Communications SIP Trunks can be configured to automatically failover if registration to your PABX fails.

This failover can include voicemail to email, a mobile number as an endpoint and so on.

Contact us to discuss high-availability and redundancy strategies.

How does Fax work over a SIP Trunk?

Depending on the configuration and functionality of your PABX, faxes may be able to be delivered to it directly over your SIP trunk.

If this functionality is not available, fax to email can be configured on Aatrox Communications’ SIP infrastructure.

How long does it take to provision a SIP Trunk?

Our Pay As You Go SIP Trunks are provisioned in a few minutes once payment details are verified.

Our Unlimited SIP Trunks take a little longer – but still usually under 24 hours.

Compatibility

Which PABXs are Aatrox Communications SIP Trunks compatible with?

We’ve invested heavily in ensuring our SIP Trunks are compatible with a range of PABXs.

Which phones can I use with Aatrox Communications SIP Trunks?

You can connect any SIP-compliant physical phone or softphone to an Aatrox Communications’ SIP trunk.

That said, it is far more common to use a PABX such as 3CX.

The telephone requirements are then set by the PABX.

Can I connect an analog PABX with Aatrox Communications' SIP Trunks?

Definitely – and it’s a great way to get some of the benefits of SIP without the expense of replacing your PABX and handsets.

By using a PSTN Gateway (also called a VoIP Gateway) you can connect a SIP Trunk to an analog PABX.

The PSTN Gateway is a physical piece of hardware that essentially converts the digital SIP voice signal into an analog one that is compatible with your existing PABX.

This can directly replace one or more IDSN2, ISDN10 or ISDN30 connections, and immediately provides significant cost savings.

Can I use Aatrox Communications SIP Trunks outside of Australia?

Yes, absolutely.

You can register and use Aatrox Communications’ SIP Trunks from anywhere in the world (some anti-hacking restrictions apply but can be lifted on your account by request).

We have customers in the US, the UK, Europe, New Zealand, India, South East Asia, and the Pacific Islands, all using Aatrox Communications’ SIP Trunks to make and receive calls as though they were in Australia.

This saves money, and gives them additional flexibility.

Will Aatrox Communications' SIP Trunks work with my softphone (e.g Xlite)?

Yes, any SIP compliant softphone can be registered as an endpoint. 

However as mentioned above, it is far more common to use a PABX such as 3CX. The telephone and softphone requirements are then set by the PABX.

Do Aatrox Communications SIP Trunks have the availability to dial 000?

Yes, emergency calls can be made just like on an analog phone line.

However, if your internet connection goes down and you have no redundancy, you will not be able to make any calls (including to 000).

What codecs do Aatrox Communications' SIP trunks support?

  • G.711A (also known as G.711alaw)
  • G.711U (also known as G.711ulaw)
  • G.729
  • G.722
  • G.723
  • G.726-16
  • G.726-32
  • iLBC

Codec selection is performed during call setup as per RFC3265. All calls are transcoded to G.711A for termination on the PSTN.

Payment

Does it cost anything to get started?

Some – but not all – of our SIP Trunks have a setup cost. 

Your SIP Trunks are billed monthly in advance (so you would be charged for your SIP Trunk for July on the last day of June).

What payment methods are accepted?

We require payment by credit card unless specifically arranged.

We accept VISA, MasterCard and American Express cards.

What do I do if I am facing financial hardship?

Aatrox Communications will do everything we can to assist you through your financial hardship. Please see our financial hardship policy below:

Financial Hardship Policy

How do I track my voice usage throughout the month?

You are able to track your unbilled voice usage for each number hosted in your account from the https://billing.aatroxcommunications.com.au portal.

Once logged in with the details which are on the email you have received with your invoice:

1) Click Transactions

2) Enter the SAID (Number hosted with Aatr0x)

3) Run the report which will give you an excel export of all unbilled calls for the month

Aatrox Communications is an Australian owned and operated full service SIP trunk provider. We specialise in connecting the traditional telephony network to the internet for small and large businesses.