Tutorials

How To Set Up Voice2Email

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.

Greeting Setup

First you need to think about what you want your callers to hear as a greeting or message.
To assist you we have a small selection of 'generic' greetings from which to select.
If you wish to record your own special greeting/message you will need to create a special recording file strictly in the following format:

  1. .wav file and;
  2. PCM and;
  3. 44.1kHz and;
  4. 16 bit and;
  5. mono and;
  6. maximum of 2mb file size.

PLEASE NOTE: other file types 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 WAV (PCM 44.1kHz, 16 bit, mono - TBILL)

Self-Configure Your Voice2Email

Once you have your recording, you can configure Voice2Email by following these simple steps:

  1. login to https://login.tbill.com.au/myaccount using your Customer Account Number and password
  2. Go to 'Services' tab
  3. Go to the 'Add New' tab on top of page (in blue)
  4. Go to the 'Choose Service type of Add' tab (in blue)
  5. In the 'Service Type' drop-down box click on 'Voicemail to Email'
  6. In the 'Voicemail Name' box give your Voic2email a name eg "Wayne's product greeting" (you can have multiple Voice2Emails)
  7. In the 'Email Address' box type in your email address to receive your Voice2Email audio file responses.
  8. Click 'Create Voicemail >>>'
  9. Once this service is added scroll down to 'Voicemail Services'
  10. Click on 'Manage'
  11. Go to the 'Upload Greeting'
  12. Choose the sound file by clicking the 'Browse...' button to find your .wav recording file on your computer
  13. Click 'Load file' to upload your .wav file recording from your computer
  14. Once your .wav file recording is uploaded, click 'Listen to Greeting'
  15. Go back to 'Services' tab
  16. Scroll down to 'Voicemail Services'
  17. Find the 'vm500xxxxx' number next to the name of your Voic2email, double click on this number and then copy this number.
  18. Scroll up to '1300/1800 Services'
  19. Find the 1300/1800 service number you want as Voice2Email and click 'Manage'
  20. Go to 'Routing Profile for:'
  21. Click on 'Change Profile Type'
  22. Change 'Profile Type' to 'Simple Routing'
  23. In the 'Primary Answer Point' box paste the 'vm500xxxxx' code
  24. Click on 'Submit Changes'

Test Your Voice2Email

To test your new Voice2Email follow these simple steps:

  1. Call your 1300/1800 number
  2. Listen to your Voice2Email 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 $55.00 incl. GST.

How To Set Up IVR

IVR is an included feature allowing you to upload your own recordings prompting the caller to select the required department / state / rep / store etc.
If you wish to record your own special greeting/message you will need to create a special recording file strictly in the following format:

  1. .wav file and;
  2. PCM and;
  3. 44.1kHz and;
  4. 16 bit and;
  5. mono and;
  6. maximum of 2mb file size.

PLEASE NOTE: other file types 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 WAV (PCM 44.1kHz, 16 bit, mono - TBILL)

Self-Configure Your IVR

Before you can self-configure your IVR we will need to give you access to IVR in your Customer Tool Box.
For IVR to function you will require two recordings in WAV file format. e.g.

Recording 1. Business Greeting: (Hi, thank you for calling ..............)
Recording 2. Prompts: (Please press 1 for .........., press 2 for ..........., etc, to hear these messages again please press 0)

Once you have your recordings simply login and follow the below steps to configure and activate your IVR.

  1. Under Services scroll down to IVR, click on manage.
  2. Choose the sound file by clicking the 'browse' button.
  3. Click 'Load file'
  4. Repeat the process for the other recording to be uploaded.
  5. Once the files are uploaded, click 'Listen' button next to each recording to ensure the recordings work.
  6. Change each recording under the 'Action' to the type of instruction, for example:
  7. -The business greeting is to be the 'Initial Greeting'. -The prompts are to be the 'Primary Instruction'.
  8. Under the heading 'IVR Actions', select 'Key' 0 Action to be 'Replay Instruction' -select 'Key' 1 Action to be 'Call To>>' , Add the Primary Answer Point (landline number, mobile number or Voice2Email 'vm500xxxxx' number). -select 'Key' 2 Action to be 'Call To>>' , Add the Primary Answer Point (landline number, mobile number or Voice2Email 'vm500xxxxx' number). -Repeat as per the required voice prompts you wish to add.
  9. Click 'Update IVR'
  10. Go to Services tab.
  11. Find the 1300/1800 Service number you wish to add the IVR service to, click 'Manage'
  12. Select 'Change Profile Type'
  13. Select 'IVR Based Routing' from the Drop down box.
  14. Select the IVR system label from the drop down box.
  15. Submit Changes.
  16. Test the IVR system by ringing the 1300/1800 number and working your way through each prompt and test each prompt is answering at the right Answer Point.
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 "Services"
  3. Find your 1300/1800 number you want to manage
  4. Click on "Manage"
  5. Find "Simple Routing"
  6. Change your answer point number
  7. Submit your change
  8. Test your new answer point number/s
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 one free destination change per service per month. Thereafter, $1.00 per destination change per service per month.