A scam call or scam SMS is designed to illegally obtain a benefit or cause harm, using trickery or other means. The anatomy of a scam generally consists of three overall steps:
Approach
Communication and grooming
Payment
The ACCC Little Black Book of Scams is an important tool providing awareness and education for consumers and small businesses. Including in-depth information on the most common types of scams including:
An offer that sounds too good to be true
A request to befriend or connect online
Someone claiming to be your bank (or another institution that you trust) callsor texts you to ask for personal information or money
A notice to pay money you do not owe
Someone asks to access your computer
How to block scam calls and SMS
VoIPcloud provides several hosted PBX features designed to help prevent spam and scam calls before they reach your device. You can configure your call flow to block specific phone numbers by adding them to our Blacklist PBX Object. We block high-risk destinations by default that are commonly used to perform toll fraud. However you may wish to configure your call flow to block additional country prefixes by adding them to our CallerID Routing Object. International dialing is enabled by default, you can restrict dialing destinations you don’t use by configuring a Custom Dial Plan using our hosted PBX settings menu.
Many modern mobile phones allow you to block specific phone numbers or enable a built in spam and scam filter. If your mobile doesn’t include these features or you want to increase your devices built-in scam filtering ability, there are several third party apps avaliable download. See the app manufactures website for system requirements and feature set. We have included some free options below:
Hiya – basic version is free and premium features are at an additional cost
Truecaller – basic version is free and premium features are at an additional cost
Call control – basic version is free and premium features are at an additional cost
Some landline phones come with built-in call blocking technology. If this feature is not included with your landline device, you can purchase a seperate call blocking device.
How to mitigate the risk of scams
Disable ports and features you don’t use (e.g. remote call forwarding, remote desktop access, restrict dialing destinations) if you do use them make sure they are secured with strong credentials
Don’t respond to missed calls or SMS from unknown international phone numbers
Be careful where you share personal information online
Avoid clicking unknown links in SMS messages
Contact your bank immediately if you believe you have lost money due to a scam
Block numbers on your phone if you suspect a scam call or SMS
Let new or unknown numbers go to voicemail and check if it’s from a credible source before returning the call
Don’t use default passwords and change them with strong passwords regularly, this includes online portals and devices such as routers and handsets
If you have recieved scam calls or SMS you can contact us directly or report the incident to ACCC Scamwatch.
Other unwanted calls or SMS
Harassing or life-threatening
If you recieve harrasing or life-threatening calls or SMS contact the police immediately. The police will contact VoIPcloud if any they need any further information from us.
Telemarketing
Consumers can securely register home, mobile or fax numbers for free using ACMA Do Not Call Register to reduce unsolicited telemarketing calls. Telemarketers and fax marketers have 30 days to recognize and stop contacting that number. You can remove your number from the register if your situation changes.
To unsubscribe from telemarketing emails and SMS, you’ll need to follow that company’s method for unsubcribing (e.g. replying STOP or directly through their website. Always be careful when clicking links on email or SMS.
How to report unwelcome calls
Where to report
You can report unwelcome communications to the police at anytime. You can also contact VoIPcloud for assistance.
Multiple unwelcome communications from the same source
If you have recieved multiple unwelcome communications from the same source, you can report these to us, using the following steps:
Step 1: collect data
To request an investigation, you’ll need to provide VoIPcloud with the following information to display a pattern of unwelcome communications:
(a) ten or more unwelcome communications in a 24-hour period;
(b) three or more unwelcome communications that are spread over a period of more than 24 hours and less than 120 hours; or
(c) unwelcome communications made at consistent and/or regular intervals
You will also need an accurate record of the unwelcome calls:
Time, date & approx. duration of any unwelcome communications, preferably down to the nearest min; and
Calling number or other reference used to identify the originating service (e.g. email address), if known
We’ll investigate to see whether a pattern of unwelcome communications has been established.
If it has, with your consent, we’ll contact the service provider that supplies the service to the party that’s initiating the unwelcome communications. That service provider will be responsible for issuing warning letters to the individual responsible for the unwelcome communications.
If the unwelcome communications continue after 2 warnings, a third and final warning is sent and then additional options are available, including suspending or disconnecting the service being used to make the unwelcome communications.
If at any stage during this process you continue to receive unwelcome communications, you should keep recording the details of these communications as set out in Step 1 and report them to us.
Important:
There are strict industry rules set by the Communications Alliance Code on how VoIPcloud can handle unwelcome communications.
There are some limitations on VoIPcloud’s ability to address unwelcome communications (e.g. in a situation where the identity of the individual initiating the unwelcome communications cannot be established).
The exchange of information between service providers to investigate unwelcome communications is governed by the Industry Code.
An Industry Guidance Note has been developed with more information for customers about the management of unwelcome communications.
Although dialling emergency services using VoIP is possible, we highly recommend having an alternate landline or mobile service available when placing emergency calls. VoIP services can drop out as it relies on constant internet and power access to maintain the call.
When to call emergency services
Emergency authorities must be contacted only in extreme situations, such as:
Someone is seriously injured or in need of urgent medical help;
Your life or property is being threatened;
You have witnessed a serious accident or crime;
If the situation is not urgent, locate the number for your local police, fire or ambulance services.
Emergency services contact numbers
Australia
000, will connect you to the main emergency services: police, fire and ambulance.
106, can only be used with a teletypewriter (TTY) or an alternate device for the hearing impaired. 106 is a text-based emergency service number for people who are deaf or have a hearing or speech impairment.
112, can only be dialled using a mobile phone.
New Zealand
111, will connect you to the main emergency services: police, fire and ambulance.
105, to report things that have already happened that don’t need urgent Police assistance.
United Kingdom
999, will connect you to the main emergency services: police, fire, ambulance, coastguard and bomb disposal services.
112, is an alternate number to 999 and will connect you to the same services listed above.
111, non-emergency for the NHS or medical services.
105, if you spot damage to electricity power lines and substations that could put you, or someone else, in danger.
101, when you want to contact the police, but it’s not an emergency.
At the end of this article, you will be able to set up your Wi-Fi network on the touchscreen Almond Router. At the end of the article, you can also find attached documents that may assist in the Almond router configuration. Should you need any assistance, feel free to contact our support department.
Almond router ports
The touchscreen LCD located at the front of your Almond router will be used to configure most of the settings included in this guide. You will also find three network ports and power ports located on the back of the device. If you wish to configure the Almond as a router, you must connect the Ethernet cable into the WAN port before starting the wizard. The cable may be a network cable, fibre cable or the cable advised by our support team. The LAN port may be used to connect other wired network devices to the Almond.
Connecting your Almond router
During the provisioning process, our service team will let you know your technology type. Here’s what you’ll need for each different connection type:
• FTTP requires a router You should already have an NBN utility box connected from outside into the premises NTD (NBN connection box). You will need to connect using ethernet cable from the NTD to a router to facilitate your NBN connection.
• HFC requires a router You will need to connect a coaxial cable (usually white) from the wall outlet to the back of the NTD (NBN connection box). After this, you will need to connect using ethernet cable from the NTD to a router to facilitate your NBN connection.
• FTTN and FTTB requires a modem-router all-in-one unit or a modem and a router Connect the telephone cable from the wall outlet to a modem-router to facilitate your NBN connection. The modem-router also functions as an NTD.
• FTTC requires a modem-router all-in-one unit or a modem and a router, often NBN supplies the modem, check if you have one onsite ready to go A telephone cable from the wall outlet to the NCD (NBN connection box, NBN supplied modem) should already be connected. You will need to connect using ethernet cable from the NCD to a router to facilitate your NBN connection. In FTTC connection types the NBN connection box is referred to as an NCD.
Before you begin configuring your new Almond router, we highly recommended rebooting the device first. If your modem has a battery, please remove it following the instructions below and wait for one-minute before re-inserting it. Otherwise, unplug the AC adapter and then plug it back into the power outlet.
Setup wizard
The first step when setting up your Almond router is to select the language and the region you reside in. Next, your Almond router will automatically save the settings and reboot.
Once it has rebooted, the steps below will be displayed on your screen. Firstly, you need to connect the Ethernet cable to the indicated WAN port located on the back of the router. Then, select a location name from the list presented in step 2 and press “next”.
If you wish to configure your Almond as the main router, select the “Set up a Wifi System” option by ticking the checkbox in step 3. If you haven’t yet plugged in the Ethernet cable to the router, you will be required to do so in this step. Next, you must select the IP distribution mode on your network. In most cases, DHCP or cable modem are the best options for standard networks. However, DSL dialup or static/manual IP might be chosen according to your network requirements.
The following step requires you to enter the username and password provided by our provisioning team via email. If you do not know these credentials, please check your emails and spam mailbox. The next window will require the connection type. If you are unsure of your connection type, please review the NBN website to obtain the information.
Next, fill in the name and password fields in step 5. Users will be required to enter them to connect to the Wi-Fi network. Please note, ensure that the “Enable 4G Backup” checkbox is unticked and press the arrow on the upper-right corner of the screen.
Lastly, save the configuration and download the “Almond app”. Through this app, you will have online remote access to manage the devices connected to the router.
At the end of this article, you will be able to identify the cause behind your offline SIP devices. Should you need any assistance, feel free to contact our support department.
How to troubleshoot the SIP device
Once you have purchased and created your users and SIP devices within your PBX, you will then need to register these on either a SIP-based handset or softphone application to make and receive calls. To configure, head to your PBX tab and click on the bottom left-hand corner to access your SIP devices, as shown in the image below. Please note, you must apply the configuration before you attempt to register a device.
If during the configuration process your device is not connecting, begin with rebooting the phones. Once the device has completed the initializing stages, the status should change to green, indicating the device is online and has connected successfully. If this doesn’t resolve the issue, double-check that you have entered all your account details correctly including the password. If everything matches, your public IP address may be blocked by our network due to too many previous failed attempts.
Executing the following test will determine if your IP address has been blocked by our network. Open the command prompt on your computer, and type in ‘ping’ followed by the SIP server address – located in your PBX SIP device details. If the test runs a timed-out response, your IP address has been blocked.
Once you have confirmed that your IP address is blocked, wait 5 minutes and your IP address will automatically unblock. Next, complete another ‘ping test’ and you will receive the following response, allowing you to register the SIP device within your PBX. Following this step, the device’s status should change to green, indicating the device is online and has connected successfully. If the problem persists despite completing these basic troubleshooting steps, contact our support team for further assistance.
Watch this in action
The video below will show you a visual representation of the areas covered throughout this knowledge base guide.
The Grandstream HT802 Analogue Telephone Adapter (ATA) can be used to connect an analogue service such as a phone or fax device to a VoIP platform. This requires a user and device license on your account for configuration.
Log in to the customer portal, and click on the SIP devices option in the lower-left corner to locate the SIP device you want to set up.
Get the IP address of the Grandstream ATA and enter that into a web browser. You can get the IP address using the following steps:
Have an analogue phone plugged into either the phone 1 or phone 2 port on the HT802
Press *** to access the interactive voice menu of the HT802
When prompted to enter a menu option, select option 02. The IP address will be read out to you
Write down or enter that IP address into a web browser on your computer
The default username and password for the web interface are ‘admin‘ without the quotes. If this does not work please check with the provider you purchased the ATA from to get the correct credentials.
The HT802 can have up to two phones connected. Make sure you click on the tab that matches the phone port your device was plugged into (either FXS PORT1 or FXS PORT2)
The details needed to configure the ATA can be gained from the SIP devices page on the customer portal.
The primary SIP server should match the SIP server and port number details from the SIP device on the portal. It should follow the format of sip.domain.com:7060
The SIP user ID and Authenticate ID should match the SIP login on the SIP device page on the portal
The authenticate password should match the SIP password
Further down the page, the register expiration needs to be changed from 60 (minutes) down to 2
Ideally, the local SIP port should be unique for every SIP device on the network. It should be a number over 9000 and not be used by any other devices on the LAN.
Additional Fax settings
If setting the HT802 up for a fax machine, there are some additional settings that should be checked.
The 3 call waiting options (disable call waiting, disable call waiting caller ID, and disable call waiting tone) should be set to yes
The jitter buffer should be fixed
Jitter buffer length set to high
Disable line echo canceler should be set to yes
Disable network echo suppressor should be set to yes
Please note that sending fax over VoIP is inherently unreliable. We don’t guarantee that you will be able to send fax without issue using the above settings.
This article helps you to configure the Cisco ATA device. The Cisco ATA device turns traditional telephone, fax, and overhead paging communications devices for greater cost-effectiveness. Customers can use IP telephony applications by connecting their analog devices to Cisco Analog Telephone Adapter (ATA).
Physical setup of a Cisco ATA
To set up Cisco Analog telephone adapters, connect the ports according to the image below as required for your application. For a single phone/device set-up, please use the socket “Phone 1”.
Port Overview
RESET
Button to factory reset ATA
PHONE 1
Line 1 for a PSTN device
PHONE 2
Line 2 for a second PSTN device
ETHERNET
Connection to a network device after ATA (Not recommended)
INTERNET
Connection from a router/switch
POWER
Connection for a power adapter provided with ATA
Configuring Cisco ATA for calls
Locate the IP address of the Cisco ATA device by using the command “arp -a” in the command prompt, and you can find a MAC address on a sticker at the back of the device.
In the browser (Chrome/Edge/Safari/etc), type the IP address in the address bar and hit enter.
Once loaded, use default login details as printed in the quick start guide supplied with the device.
Now go to the PBX tab in your customer portal, click on the respective SIP device and gather details.
Copy and paste the details between the Customer Portal and Cisco ATA Portal. Customer Portal Device screen Cisco Quick Start screen
From Customer Portal Device Screen
To Cisco Quick Setup
SIP Server
Proxy
SIP Login
User ID
Password
Password
Port
In the Proxy field after the SIP Server address, add a double-colon and then the port number
e.g. “https://test.com.au:12345“
Click on the submit button at the bottom to save the configuration.
The service is not online after submission
Click on the “Voice” tab in the Cisco ATA portal and select Line 1 on the left
Under SIP settings,
a. Change the SIP transport to TCP.
b. Change the SIP Port to 7060.
Under Proxy and Registration,
a. Verify the Proxy that it matches the SIP server address and Port from the Customer Portal.
At the end of this article, you will have completed all the necessary initial steps to troubleshoot your NBN internet connection. Troubleshooting your NBN connection will vary depending on your technology type, to check what service your address has, use the following link https://www.nbnco.com.au/connect-home-or-business/check-your-address
If you want to understand the different technology types, see here (INSERT)
NBN service outage checker
The first step in troubleshooting your internet connection is to identify any known/ongoing outages, these could be planned or unplanned by NBNco. Access to this checker is open and can be found here: https://www.nbnco.com.au/support/network-status
How to perform a power cycle
For all NBN connectivity issues, the first physical troubleshooting step will be to power cycle the modem and or router onsite, regardless of your NBN technology type.
Switch the modem/router off. This can be done by disconnecting the power cord from the back of the router and modem.
Connect the power cords back into the router/modem on switch the device(s) on.
This ensures that there is no remaining power left in the hardware and allows it to properly perform a power cycle. Sometimes, when you simply turn off the hardware, it will still have some left-over power and won’t actually turn off or power cycle properly.
Checking your network cabling
There will be instances where your internet drops out due to faulty or loose cabling. Depending on your connection, cable configurations will differ:
Fibre to the premise (FTTP)
Ensure that the power adapter is plugged into your modem’s power port and the other end into a wall Power point and turn on the power at the wall.
Check that the red ‘WAN’ cable is connected to your modem’s ‘WAN’ port and the other end into ‘UNI-D port 1’ on your NBN connection box. Note: UNI-D port 1 is the default, yours may differ based on previous connections.
If you have identified an issue with the cabling, correct it then turn your modem’s power on.
Fibre to the node/building (FTTN/FTTB)
Ensure that the power adapter is plugged into your modem’s power port and the other end into a wall Power point and turn on the power at the wall.
Plug one end of the grey ‘DSL’ (telephone) cable into your modem’s ‘DSL’ port and plug the other end into your wall phone socket.
If you have identified an issue with the cabling, correct it then turn your modem’s power on.
Please note: if you have recently connected your new NBN connection at an FTTN/FTTB site and cannot activate the service, please check that you are using a VDSL2 compatible modem/router.
Fibre to the curb (FTTC)
Ensure that the power adapter is plugged into the NBN NCD (Network Connection Device) power port and the other end into a wall power point and turn on the power at the wall.
Ensure the NCD into your phone socket using the NBN telephone cable.
If you have identified an issue with the cabling, correct it then connect power to the NCD.
Plug WAN cable into the yellow Gateway port on the white nbn Network Connection Device (NCD). If you don’t have a cable with red or yellow ends, you can use any Ethernet or LAN cable instead.
Ensure that the power adapter is plugged into your router power port and the other end into a wall Powerpoint and turn on the power at the wall.
Hybrid Fibre Coaxial (HFC)
Ensure that the power adapter is plugged into your modem’s power port and the other end into a wall Power point and turn on the power at the wall.
Check the coaxial cable is plugged in between the wall and the NBN connection box.
Ensure that one end of the ‘WAN’ cable is connected to your modem’s ‘WAN’ port and the other end into the ‘UNI-D’ port on your HFC NBN connection box.
If you have identified an issue with the cabling, correct it then turn your modem’s power on.
Make sure your HFC NBN connection box is turned on, then turn your modem’s power on – the ‘Power’ light will turn solid green. Wait for the ‘Wi-Fi’ and ‘Internet’ lights to turn solid green.
Fixed Wireless
Ensure that the power adapter is plugged into your modem’s power port and the other end into a wall Power point and turn on the power at the wall.
Check that the red ‘WAN’ cable is connected to your modem’s ‘WAN’ port and the other end into ‘UNI-D port 1’ on your NBN connection box. Note: UNI-D port 1 is the default, yours may differ based on previous connections.
If you have identified an issue with the cabling, correct it then turn your modem’s power on.
NBN Equipment Light Indicators
Below will cover the different lights you may see on your NBN equipment.
Fibre to the premise (FTTP)
Fibre to the curb (FTTC)
Fibre to the node/building (FTTN/FTTB)
The hardware onsite on these connections will be considered CPE (customer premise equipment) meaning modem/routers of different makes and models will be installed. In terms of checking light status, you are wanting to look out for red or similar colors as a flag of concern.
Hybrid Fibre Coaxial (HFC)
Fixed Wireless
Escalating NBN issues
Should you still be experiencing issues after going through all of the onsite troubleshooting, our Support team can assist you in escalating the matter to a technician. The following information (pictures are really helpful) will make the process streamlined towards a positive outcome.
At the end of this article, you will have the ability to configure the SIP trunk from your FusionPBX to the network. Should you need any assistance, feel free to contact our support department.
Configuring a SIP trunk to FusionPBX
To activate your FusionPBX, firstly, login to your customer portal and click on the order services tab. As per the below screenshot, expand the SIP trunk menu, add the number of channels required and add a new SIP trunk. On the right-hand side in the order summary, accept the service terms and conditions and click submit order.
Next, click on the PBX tab located in the top menu bar and drag and drop the SIP trunk object onto the main screen from the left-hand toolbox. Click on the settings icon and change the mode to “create SIP registration” to generate the SIP trunk details as shown below.
Please note the “enable registration overwrite” checkbox. When enabled, the new SIP trunk registration will replace the old connection, preventing multiple registration attempts. This feature is beneficial when changes are made often to the SIP trunk. However, be aware that it may compromise security.
Now you are ready to configure the SIP trunk on your FusionPBX. Access the FusionPBX web-configuration, select accounts and click on “gateways”. Create a new SIP trunk gateway by clicking on “+ add”, as shown in the image below.
In the gateway file, fill in the following fields with the information provided from the SIP trunk details in the PBX, as shown in the image below. Please note that it is important to specify the port in the proxy field. Next, in the register field, ensure this section is set to “true”. Then, select the advanced button to generate additional fields to complete.
In the following step, enter once more the username, register proxy and change transport protocol to TCP. Please note that it is important to specify the port in the register proxy field. Lastly, save the configuration by clicking on “save” located on the upper-right corner.
Once you have configured your SIP trunk file, reload the configuration to apply the new changes. The status of the SIP trunk in your PBX should change to reachable. The final process involves testing inbound and outbound calls to ensure they are working correctly. Should you experience any call issues, double-check you have configured the inbound and outbound routes correctly in your FusionPBX.
At the end of this article, you will be able to configure a SIP trunk from your 3CX PBX to the network. Should you need any assistance, feel free to contact our support department.
Configuring a SIP trunk to 3CX
The first process to getting your 3CX online is to log into your customer portal, and then select the order services tab. From here expand the SIP trunk menu, add the number of channels you require and add a new SIP trunk, as outlined in the screenshot below. Ensure you accept the service terms and conditions then submit the order before continuing.
Next, click on the PBX tab located in the top menu bar, drag and drop the SIP trunk object onto the main screen from the left-hand toolbox. Now, click on the settings icon and change the mode to create SIP registration.
After that, the SIP trunk details will be displayed as shown below. Please note the “allow override existing contact” checkbox. When enabled, any new SIP trunk registration will replace the old connection, preventing multiple registration attempts. This feature is useful when changes are made often to the SIP trunk. However, be aware that it might compromise security.
You will now need to log into your 3CX portal and click on Add System
Select one of the PRO / ENT plans from the list, proceed by clicking NEXT, and then continue through the setup process. The available options might vary slightly based on the specific product you select from the list.
The installation process might require some time. Once it’s finished, login to the Admin Console and go to Admin -> Voice & Chat. Then select the “Add Trunk” option from the menu to create a new SIP trunk.
From the country drop-down list select ‘Generic‘ and the Trunk you must choose ‘Generic VoIP Provider’. You can add your main DID as the Trunk Number. Also enter the registration domain, SIP login, SIP password and the port number from the PBX portal to the 3CX trunk configuration. Lastly, double-check the information and save the configuration.
Upon successful registration, the status of the trunk should change to green both in 3CX and in our customer portal, indicating a successful connection.
Additionally, do not forget to add inbound routes for all DIDs you have assigned to the SIP trunk to ensure inbound calls connect correctly.
The final process is to test inbound and outbound calls to ensure they are working correctly, should you have issues with calls it is important you check you have configured the inbound and outbound routes correctly on your 3CX PBX.
At the end of this article, you will be able to configure a SIP trunk within our PBX. Should you need any assistance, feel free to contact our support department.
Ordering SIP trunks
To order, firstly, select the ‘Order Services’ tab, click on ‘SIP trunks’ from the left menu and add a new trunk. Once added, enter a descriptive name and its number of channels. Finally, agree to the service term and submit the order, as shown in the image below.
Configuring the SIP Trunk feature
Click on the PBX tab located in the top menu bar and drag and drop the SIP trunk object onto the main screen from the left-hand toolbox. Then click on the settings icon towards the bottom-right corner of the object.
Create SIP registration mode
The SIP Registration Mode will allow you to connect your PBX to us. Your PBX will be able to call users on our system or dial out to the world and PBX users will be able to call extensions on your PBX.
The SIP trunk details required for your PBX will be displayed as shown below.
Please note the “allow override existing contact” checkbox. When enabled, any new SIP trunk registration will replace the old connection, preventing multiple registration attempts. This feature is useful when changes are often made to the SIP trunk. However, be aware that it might compromise security. Don’t forget to save and apply the new configuration.
Diversion to SIP URI mode
The SIP URI will allow you to send a call to the specified SIP address.The required format for your SIP URI address will be displayed as shown below. Don’t forget to save and apply the new configuration.
Cisco Quick Start screen 
