FAQs

What is Spoke Phone?

Spoke replaces traditional business telephone systems with a simple app you install on your mobile phone. There is no need for wires, hardware, or any complicated setup and maintenance. All you now need for a complete business phone system, are mobile phones on any carrier/network.

Who should use Spoke Phone?

  • You have employees in the main office, but some work at home, on the road, or in satellite offices
  • You’re looking to provide mobility/freedom for employees
  • You’re adding a new office/branch
  • You’re using mobiles as your phone system today, but need to hide personal employee numbers from customers, transfer calls, and generally improve the customer experience

Do I still need a mobile phone contract?

Yes. Spoke is not a mobile phone provider, and we do not provide mobile plans, minutes, or data.

Do I still need a landline?

No. You can cancel that contract and simply go to naked fibre or broadband.

Can I keep my existing business number?

Yes. We can move (port) your business numbers over to Spoke.

If I move (port) my business number to Spoke, can I take it to another provider in the future?

Yes.

How long does porting take, and will my phone number be offline?

Your phone number will keep working and you won’t miss any calls. Once ported, calls will immediately ring on Spoke. We do all the work to port your numbers, and it takes between 3 and 10 days depending on your current provider.

Will Spoke work in my region, with my phone provider, and my internet connection?

Spoke can work effectively no matter what your situation is. Spoke has three modes of making and taking calls, depending on your environment. For instance, if you don’t have great WiFi or cell data, Spoke can still deliver clear calls using your phone’s voice connection.

 

The three modes are:

  • Full HD / VoIP. For companies that have Fibre and a professionally configured WiFi, Spoke goes over your internet connection
  • HD / Carrier. For companies where some employees don’t have access to consistent high quality WiFi/Data, then calls to these employees go over their normal carrier voice connection
  • Carrier Only. For companies where everyone has insufficient access to high quality WiFi/Data, then Spoke runs all calls over the phone’s carrier voice connection

 

The result is whatever your situation, you can configure Spoke to deliver calls that are at least the same quality of the normal cell phone calls you get today.

Do I need internet or data to use Spoke?

Depends. Spoke is a VoIP app that uses the internet to make and take calls. Spoke uses either your office WiFi, or your phone’s data plan. If you don’t have good WiFi or data, Spoke can use your phone’s carrier connection to deliver good quality calls.

What if I have slow WiFi and/or data?

By default, Spoke uses WiFi to make and take calls.  If you’re not in WiFi range or have poor WiFi, Spoke can use your phone’s 4G data plan. If you are in a poor phone reception area, (e.g. 3G), you can let Spoke use your carrier minutes. If you let Spoke use your carrier minutes, Spoke still masks your private phone number and ensures call charges are not placed on your personal phone account.

How good is Spoke’s call quality?

On 4G and correctly configured WiFi, Spoke’s call quality is excellent – better than land lines. On 3G, call quality can be inconsistent. If you don’t have good WiFi/Data, you can use Spoke in Carrier Mode, where the calls are delivered via your phone’s voice connection,  therefore the call quality is the same as normal calls to your phone.

If you are going to use WiFi, Spoke require that all customers configure their WiFi to prioritize VoIP / voice traffic, which can usually be done in an hour or so by any competent IT Services company.

Can I transfer calls that I get on my mobile?

Yes. Spoke is a complete business phone system inside your mobile phone. You can have an auto-attendant answer and route calls, you can transfer calls, you can send calls to teams of people in the office or overseas, plus much more. With Spoke you get everything big companies can do with their expensive phone systems, but made simple on your mobile phone.

I’m a small business with a few people, will Spoke work for me?

If you have three employees, just yourself, or 100 employees, you are who Spoke is designed for. Spoke gives small and large companies alike, a professional grade phone system that delivers a great customer experience. When you set-up Spoke our team listen to your needs, and quickly (as in minutes) configure Spoke to suit your business.

Do you help me setup Spoke?

Yes. When you set-up Spoke our team listen to your needs, and quickly (as in minutes) configure Spoke to suit your business.

Why will my employees want to put Spoke on their personal phones?

Employees love their phones, and allowing them to use their phones at work is a benefit. Spoke has been designed to protect employee privacy so they can safely use their own phones while at work. Of course some employees don’t want to use their personal phones, so you can provide them cheap company phones with $1 prepaid SIMs on them.

How does Spoke protect my employees privacy?

Spoke protects your employees privacy in three ways. 1) Spoke masks their personal number ensuring customers cannot call them directly, 2) Spoke respects their time off, ensuring customers cannot call them outside working hours, and 3) Spoke ensures that the employee does not incur call costs on behalf of the company.

Can we have DDIs?

Yes. As many as you like. You can assign multiple DDIs to the same person, for instance if employees leave, you can assign their old DDI to their replacement/manager.

How many lines do we need?

One. Unlike the old telephone lines that are engaged when someone is on a call, you can have 1,000 concurrent calls with just one Spoke number.

Can we have free-phone numbers?

Yes.

Do you offer pricing for non-profits and charities?

Yes. Officially registered charities/non-profits get a 20% discount on listed pricing. Please contact us to apply your discount.

What happens when I travel overseas?

As long as you have WiFi, you will be able to make and takes calls, transfer and have calls transferred to you, all at no additional cost. A lot of our customers buy a prepaid SIM when they travel, so they can use Spoke on 4G data when they have no WiFi access.

We’ve got employees overseas, how does it work?

Your employees overseas are no different from employees in your office. They can answer and make calls, you can transfer calls to them, they can be part of teams, calling groups, etc. All they need is WiFi or 4G data. You can now enable a global business phone system without any of the international call costs, setup, or complicated maintenance.

If we’re on a call, what happens when other customers call?

Unlike the old telephone lines that are engaged when someone is on a call, you can have 1,000 concurrent calls with just one Spoke number.

Can we have numbers in other towns and countries?

Yes.

How does pricing work?

You buy a subscription plan and can either pay monthly on no contract, or sign up annually and get a good discount. The subscription plans relate to the number of users you want to have on the phone system.

What is included in the subscription/price?

All plans include the complete phone system feature set, the Spoke app for your employees, unlimited inbound calls, and one local number for your main company line. Most plans also include unlimited calling to landlines and mobile phones in your country.

What else will I pay for?

In addition to your subscription plan, you may pay for calls you make to other countries, additional numbers you use (e.g. DDIs), and calls customers make to any free-phone numbers you setup. If Spoke has to deliver calls using carrier minutes, (because the employee has poor WiFi or data reception), you pay for the cost to send those calls to the employees mobile phone.

What if I make thousands of calls?

Spoke is based on a fair and reasonable use system. It’s all about ensuring everyone gets a good quality business phone system for a fair price. To keep it fair, we specifically prohibit high volume call centers, robo-dial marketing services and other high volume calling activities. For everyone else, we have no hard and fast policy and won’t simply cut you off, but we may come to you for a chat about your needs if we see extraordinary calling patterns.

Can we still have desk phones?

Yes. Spoke supports bluetooth desk phones. Bluetooth desk phones work that same as bluetooth in your car. You get in your car and your mobile phone connects to your car’s audio via bluetooth. So it’s the same. Walk into your office, your mobile can connect with a bluetooth desk phone, conference or speaker phone, and of course, headsets. Spoke works over bluetooth in your car and office too.

Can I use my existing desk phones or IP/SIP handsets?

Nope, sorry.

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