Common issues when using PC Madness VoIP with Microsoft Teams Direct Routing.
Calls Tab Missing in Teams
If the Calls tab does not appear for a user, they are missing a Phone System licence or the voice policy has not been applied. Check Microsoft 365 Admin Center → Users → Licences to confirm Phone System is assigned.
Outbound Calls Fail Immediately
If outbound calls fail with a fast busy or error, check the VoIPCloud portal for SBC registration status. Navigate to Add-ons → Microsoft Teams → SBC Status. A red indicator means the SBC has lost contact with Microsoft — contact our support team.
Inbound Calls Not Reaching Teams
Verify the DID is correctly assigned in both the VoIPCloud portal and the Teams Admin Center. Check the Call Flow in VoIPCloud routes the DID to the Teams extension. Confirm the Teams user is set to Available status in Teams.
Poor Call Quality in Teams
Teams Direct Routing requires a stable internet connection. Run the Microsoft 365 Network Connectivity Test (connectivity.office.com) to check latency to Microsoft datacentres. VoIP calls require <150ms round-trip latency for best quality.
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Our Perth-based support team is available Mon–Fri 8am–4pm AWST.
VoIP lets you make calls over the internet instead of traditional phone lines — clearer calls, more features, and significantly lower costs.
Most customers are live within 1–2 business days. Number porting typically takes 5–10 business days.
No hardware required. Our Webphone App runs on Windows, Mac, iOS, and Android for free. Physical Yealink IP handsets are available from $129 inc GST.
Yes — 14-day free trial of our full Hosted PBX platform. No credit card required.
No. All plans are month-to-month. Add or remove users anytime, cancel anytime, no penalty.
Yes. Number porting transfers your existing landline, mobile, 1300, or 1800 number to us. Geographic numbers port within 5–10 business days.
Every plan includes IVR auto-attendant, ring groups, voicemail to email, call recording add-on, call flow designer, call transfer, and the Webphone App.
A SIP Trunk connects your existing on-premise PBX (3CX, Asterisk, FreePBX, etc.) to the public phone network via the internet — lower costs, more channels.
Our Perth team is available Monday–Friday, 8:00am–4:00pm AWST. Same business-day response by phone or email.
Yes — on-site in Perth metro. Remote screen-share support Australia-wide.
Approximately 80 Kbps per simultaneous call. A standard NBN connection handles dozens of concurrent calls easily.
Per user per month for Hosted PBX. PAYG plans bill per minute; Unlimited plans include all Australian local, national, and mobile calls.
Yes. The drag-and-drop Call Flow Designer lets you build IVR menus, time-based routing, and voicemail visually — no technical knowledge needed.
Yes. Our Microsoft Teams Direct Routing connects Teams to the PSTN so staff can make external calls inside Teams from $4.95/account/month.
SIP Trunks include disaster recovery failover — calls automatically divert to a backup number you specify.
Yes. All prices on this website include 10% GST. You receive a tax invoice each billing period.
No setup fees for Hosted PBX or SIP Trunks, and local geographic numbers activate free. 1300 and 1800 numbers carry a one-off $55 activation fee; virtual mobile numbers a one-off $22 fee.
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