At the end of this article, you will be able to add, configure and remove PBX users and SIP devices within your PBX configuration. The article will also assist you with some common uses of the object within your call flow configuration. Should you need any assistance, feel free to contact our support department.


Ordering users and devices

To start the process of ordering users and devices you will need to log into your customer portal and select the order services tab. Then, click the add button which will apply a new user and single SIP device. It is possible to add multiple SIP devices per user, should you need more than one device per user. For example, you would like an office handset and a softphone application on your smartphone assigned to the same call plan. Next, read and agree to the service terms and conditions and submit the order, as shown in the screenshot below.




Configuring a PBX user & SIP device

Once you have ordered the user and SIP device licenses we need to open the PBX tab from your customer portal, to configure the newly added user so they have the ability to place and receive calls. The first step is to add a new SIP device which will then be linked to a user object. Select SIP devices from the bottom of the toolbox menu on the left.




Click the add SIP device button and this will prepopulate a new SIP device ready to be connected to a handset or softphone application, edit the SIP device name field so you can recognise the device and add to the relevant user in the next steps. For example, John's Desk Phone. Once completed press the save button.




Next, select a user from the toolbox menu on the left, drag and drop the object onto the main configuration screen and click on the settings icon.




Edit the general user information such as name, internal number, the chosen call plan and the local dialling area prefix, as well as the caller ID that you would like to be seen when making an outbound call. Additionally, should you wish to record outgoing calls and send them to an email, enable the outbound recording option and enter an email address and subject.




The last step to configuring the user is to link the SIP device you previously created. Click on the add button, selecting the SIP device option and tick the checkbox of the device you have created for this user. Don't forget to save and apply the new configuration before attempting to connect the SIP device to your handset or softphone application.




Deleting user and devices

Should you wish to decrease your users and devices you will need to click on the cross icon at the top-right corner on the user object, then click on the SIP devices at the bottom-left corner of your webpage.




Next, remove the SIP devices associated with the user you have removed in the previous step. This is outlined in the screenshot below.




The final process is to remove the service subscriptions for the user and SIP device(s) you have removed in the previous step. Select the order service tab and click on the delete button of the users you wish to remove. Now read and agree to the service terms and conditions and submit the order. This will now remove the user(s), device(s) and the calling plan(s) from your customer account. Please note pro-rata refunds do not apply when removing service subscriptions and it is recommended to remove these subscriptions on the last calendar day of each month.




Industry code for 13/1300/1800 caller ID's

Due to the nature of 13/1300 and 1800 numbers being non-location specific, they are not geographical numbers. A new industry code has been released and is now mandatory from Dec 2020 for all carriers nationally to follow. This new industry code is targeted at reducing toll fraud, Communications Alliance has introduced several new measures to prevent scam calls.

One of these new industry measures is changing the rules around 13/1300 and 1800 numbers, they can no longer be set as your caller ID. For this reason, we can no longer add 13/1300 and 1800 numbers as a caller ID on our network.

Any of these caller IDs added to our network prior to the new code release will no longer function the same, 13/1300 and 1800 caller IDs will appear as anonymous calls. To uphold our compliance with industry codes and prevent toll fraud on our network, unfortunately, we will be unable to process your 1300 number caller ID request.

We appreciate your understanding on the matter.


Watch this in action

The video below will show you a visual representation of the areas covered throughout this knowledge base guide.