National Privacy Week 2017

Did you know it was National Privacy Week 2017 this week?

In the wake of a few large businesses experiencing privacy breaches over the last few years, people are more concerned about privacy these days than they ever have been.

Check out the Australian Community Attitudes to Privacy Survey results in info-graphic form from the OAIC.

According to the OAIC survey results, 58% of people decided not to do deal with some businesses because of security concerns.

As a business, how are you making sure you customer’s private data is sensitive?

Do your customers expect that their private information is secure?

Do you or your customers place any emphasis on privacy when dealing with each other?

A great tool for your business could be the Privacy Impact Assessment (PIA) eLearning program, which allows you to conduct your own privacy assessment and understand privacy risks and the strategies you could develop to help address the risks.

Take a look at the Privacy Awareness Week 2017 website hosted by the Office of the Australian Information Commission to see how your business can become more ‘Privacy Aware’.

nbn HFC for small business now available through InnoTel

Melbourne, Australia — May 12, 2017 – innoTel today announced that it is now offering nbntm HFC connections to Australian Small Businesses.

InnoTel announced today that HFC broadband connect for small business was now available to order for premises that are Ready for Service on the National Broadband Network. nbntm expects that nearly 1 Million premises will be Ready for Service by June 2017, giving the network a huge boost in premises-passed and customers the benefit of connecting to super-fast broadband. Over time the nbntm HFC network is expected to service 2 Million premises Australia-wide, making up 25% of the overall nbntm connections.

HFC, or otherwise known as ‘Hybrid Fibre Coaxial’ or simply ‘Cable’ is one of the technologies previously deployed by Pay TV operators in Australia to distribute TV signals and Broadband services, with most of the cable having been rolled-out in metropolitan areas across Australia.

innoTel Managing Director, Andrew Sims,  said “Small Businesses will benefit greatly with the ability to access speeds of up to 100Mbps down and 40Mpbs up; over four times faster than the current ADSL2+ connections most small businesses we see are using today.”

innoTel will offer the most popular nbntm broadband speeds of 25Mbps / 5Mbps and 100Mbps / 40Mpbs. All innoTel nbntm connections  come with a static IP address.

“Adding HFC as an nbntm  connection quickly expands our nbntm  footprint and allows a lot more small businesses to take advantage of our great business pricing and our 100% Australian based staff guarantee. Access to nbntm HFC also compliments our VoIP services, particularly our Hosted PBX product. With most ADSL2+ connections,  it is difficult to run more than a handful of concurrent calls over VoIP and this opens that right up for more customers.” Sims added.

The addition of nbntm HFC for small business compliments other NBN technologies that innoTel currently offers including FTTP, FTTN, FTTB and Fixed Wireless.

See if your premise is nbntm ready with our nbntm service availability checker.

View our nbntm small business plans and pricing.


What is HFC?

This short video from nbntm gives an overview of HFC:

About innoTel: innoTel Pty Ltd is a leading small business telecommunications provider offering a comprehensive range of broadband, voice, data and cloud products and services in Australia. innoTel offers nationwide coverage through its partners and operates its own VoIP network deployed in Melbourne, Sydney, Brisbane, Perth and Adelaide.  Focused on providing solutions to Australian small businesses, each innoTel customer deployment is custom built for purpose and aims to lower operating costs, provide productivity gains and  achieve high reliability. innoTel news and information are available at the company’s web site at


6 Business Phone Features you should know about

If you’ve run a small business and only ever had one or two phone lines, then you might not be aware of some of the Business Phone Features available on innoTel’s Hosted PBX phone service.

Business Phone Features

To know which Business Phone Features are right for your business, you first need to know what features are available and how they might help you communicate better with your customers. The following isn’t a comprehensive list, but we find that the following features are often overlooked by small businesses, either because they didn’t know they existed, or they thought these Business Phone Features were strictly for larger businesses.


Out of Hours / Time

What happens to calls that come in after you’ve left for the day? Do they simply ring out? Do they go to your voicemail?

With the Out of Hours feature, you can choose what happens to those calls and when it happens.

For example;

  • During opening hours between 9am and 5pm, you want calls to ring on your phone as normal.
  • Between 5pm and 8pm and on Saturdays between 9am and 5pmm you’re happy to take calls but would like them diverted to your mobile
  • And all other times you’d rather those calls go to voicemail so you can deal with them later.

That and more is all possible with our Out of Hours feature. You can set as many time conditions as you like to suit the way you run your business.

Voicemail to Email

Want more control over your voicemail? Our Voicemail to Email feature quickly delivers any Voicemail as a recording attached to an email to your nominated email address. The email will also contain the date and time of the call, along with the callers number (if available).

Ring Groups

Do you have more than one phone in your office? Want multiple phones to ring based on the number you customer has called?

For example;

Mary runs her boutique recruitment business and has 3 other employees, each with a desk phone. Mary wants each of her employees to have their own phone number, but also wants all of the phones in the office to ring when an incoming call comes into the main reception number.

With Ring Groups, that’s simple! You can setup as many ring groups as you like and you can also choose between whether the phones ring all at once, or whether it rings Mary’s phone first, then Jane’s phone, then Emily’s and so-on in a round robin way until someone picks up the call.

Ring Groups are often used when a full Queue isn’t required and there aren’t a lot of incoming calls.

Call Block

Being harassed by particular callers? As long as their caller ID is available, you can block specific phone numbers and not ever have to hear from them again!

Call Queues & IVRs

Call Queues are the next step up from Ring Groups where there is a higher number of incoming calls. Calls wait in the queue until an agent or employee is available and then the call is delivered to that agent. While the caller waits in the queue, music on hold is played along with any advertising you would like to add in to the mix.


Interactive Voice Response, or IVR for short are those menus you hear when you dial the phone numbers of utilities, banks etc. You know, the ones that ask you to press ‘1’ for sales, ‘2’ for customer service and so-on.

IVRs are great for businesses that have departments and want to ensure the customer gets to the right people and department as quickly as possible. IVRs are usually coupled with Queues and Music on Hold for a complete solution to ensure customer enquiries are handed promptly.


This is just a very small sample! There are many more Business Phone Features that come with our Hosted PBX phone service

The NBN and HICAPS Terminals

The NBN and HICAPSIf you are a Health Care provider, you’ll no doubt be aware of HICAPS, or the Health Industry Claims and Payments Service. Health Care providers will better know HICAPS as the terminal they used to process their client payments and claims with heath funds. In this post, we discuss the NBN and HICAPS and what you might need to do to get ready before making the switch to NBN.

As with most systems like HICAPS, EFTPOS terminals and other systems like Fax Machines, the NBN may greatly affect your ability to use those systems if they use the telephone network. to communicate.

If your business is thinking about making the move to the National Broadband Network (NBN) and you have a HICAPS terminal, you’ll need to ensure your terminal will work when you switch over to the NBN.

The NBN and HICAPS – why the concern?

Depending on the type of NBN service available to you, once installed you may lose some of your existing communications services including PSTN phone lines. Older HICAPS terminals utilise the standard telephone network, or PSTN in industry speak to process transactions. In some areas, the NBN will be decommissioning the PSTN network leaving some businesses with a decision to make out their phone lines and other technology connected to them.

If your phone services are ISDN lines, then there is no need for immediate concern. Your old terminal will continue to function in this case, however it’s always worth swapping out to a new HICAPS terminal to ensure you have the latest features.

What do I need to do?

There’s no need to be too concerned as it appears HICAPS are on the front-foot and have started to swap out older terminals for units that will support life after the switch to the NBN. You simply need to contact HICAPS and request

You may need to consider other changes with regards to your HICAPS terminal. The HICAPS website contains more information on what you might need to do when changing over to the NBN.

The other advantages of moving to the NBN.

Along with upgrading your HICAPS terminal, moving to the NBN also gives you access to new services that might offer a health care provider greater business efficiency, like a Cloud Phone System or Online Backup service to ensure your business better communicates with your customers and your business is protected from data loss.

innoTel has a great range of cloud communication services that are designed to work over the NBN.

Get in touch to find out more.


Backup Internet 4G – Keep your business online with mobile data

Backup Internet 4G Router

As a small business owner, you probably don’t realise how reliant you are on your broadband internet connection until it goes down. For whatever reason, technology can fail at times, leaving businesses without internet access. Backup Internet 4G  solutions can help when this situation occurs in your business.

This could affect many of your business’ tools including your phone, email, EFTPOS and other critical communication tools you use in your business.

What would it mean to your business if you;

  • Couldn’t receive incoming phone calls from prospective customers?
  • Couldn’t process transactions with your EFTPOS terminal?
  • Couldn’t read or response to emails?
  • Couldn’t access your online booking system?

For most small businesses, it would be a catastrophic circumstance to be in, however it doesn’t have to happen to your business.

A Backup Internet 4G solution can work in conjunction with your fixed-line broadband connection and provide you with internet access even while your fixed line broadband is unavailable. In most cases, you won’t immediately know when the fixed-line broadband connection is lost as the Backup Internet 4G solution takes over shortly after it notices you don’t have internet access.

For obvious reasons, a Backup Internet 4G solution won’t work when the power is out, unless you have a laptop with sufficient battery life.

Think of a Backup Internet 4G solution as insurance. It often costs very little up-front to introduce a 4G backup solution into your business network with a small ongoing fee for 4G mobile data access. While this adds to your overall communication costs, think about what you would loe if you couldn’t run your business – we bet that would be worth more that what this solution would cost you over 12-months.

Think of a Backup Internet 4G solution it like insurance; when your fixed-line broadband services decides to stop working in most cases you won’t even know.

While it might not happen often, think of how crippled your business would be without a phone and internet service? innoTel make implementing a Backup Internet 4G solution for your business simple and cost effective. We’ll work with you to get the right solution for your business and the right price point.

Speak to innoTel today about our Backup Internet 4G solutions.

Moving to the NBN. How late is ‘too late’ & nbn disconnection date.

As the NBN roll-out progresses, we’re seeing more and more areas coming up to their nbn disconnection date where all existing copper phone and broadband services will be disconnected in favor of the new NBN services.

The nbn disconnection dates affect those who have had either a Fibre to the Premise (FTTP), Fibre to the Node (FTTN), Fibre to the Basement (FTTB) or Hybrid Fibre-Coaxial (HFC) and occurs 18-months after an area has had its NBN network installed and is considered Ready for Service (RFS).

We have come across customers who had thought the nbn disconnection date was the date they had to order a new NBN service by, which is isn’t incorrect, but also given some of the complexities around transferring phone numbers from copper to VoIP services, could mean you need to allow more time.

As the old copper based phone services are being replaced by Voice over IP (VoIP) services, in most cases your new NBN provider will need to also transfer your old phone numbers from your copper phone services to a new platform, which requires a process called ‘porting’. Porting, the process of moving phone numbers between networks, can take up to 30-business days in some cases.

Imagine this scenario;

Michelle runs a hairdressers; all of their appointments are made over the phone and they have lots of long term clients who either know the number off the top of their heads or it’s stored in their phones.

Michelle’s shop is located in an area which had the NBN rolled out 17 months ago and the old copper phone and broadband services in the area are being disconnected in a month’s time. Not wanting to lose her phone number because everyone know’s it, she rings Provider X who discusses the appropriate service plans with her and she settles and signs on the dotted line.

It is not until after Michelle places the order that Provider X realises that there is approximately 20-business days before Michelle’s old services will be disconnected and the porting process for her phone numbers can take up to 30-business days.

See the problem? It’s purely mathematical. The 30-business days required for most phone number ports does not fit into the 20-business days before the nbn disconnection date for Michelle’s area.

So what happens? It’s possible that Michelle could lose her phone numbers. The very same phone numbers that everyone knows.

That’s a BIG problem for small businesses…

What can you do to prevent that happening to your business?

NBNCo recommends businesses should leave no more than 12-months before the nbn disconnection date for their area to transfer their services. While 12-months seems a long time out, our advice would be, if you haven’t already moved across when the network was rolled out, is to start considering the move to the NBN around 12-months out from the nbn disconnection date, with a view to making the move with 6 or more months out from the nbn disconnection date.

This leaves ample time to organise the NBN Broadband connection and porting of the phone numbers, with little to no downtime for your business.

Are you coming to your nbn disconnection date? Perhaps it’s time we discussed moving you to the NBN sooner rather than later. Give us a call, send us an email or jump on live chat and see what innoTel can do for your business.