Help with Vodafone One Business and Vodafone SIP

Index page to all links related to Vodafone One Business

Vodafone One Business is a total cloud-based communication solution that makes costs more predictable and keeps your business better connected.

To view information about technical requirements and preparing your business for Vodafone One Business, view the Readiness Guide

What is included in the Standard install charges?

The Standard installation includes a site audit and installation of any Vodafone hardware required to run the Vodafone One Business service. This includes (but isn't limited to) Switches, CPE and IP desk phones.

What can people expect to be charged when they dial into an audio conference?

Every customer gets a unique audio conference access Local Phone Number from the LCA of their choice.  Participants who join will be charged by their provider for a call to a NZ Local phone number. This could be a Local, National, Mobile to Land or International phone call.

What are the Early Termination Charges (ETCS)?

The Early Termination Charge payable per Vodafone One Business or Vodafone One Business Mobile User is the current Monthly Fee multiplied by the number of months remaining of the Service Initial Term multiplied by 65%.

It applies to each Vodafone One Business or Vodafone One Business Mobile User who terminates prior to the expiry of the Service Initial Term. It also applies to the remaining active users if the total number of Vodafone One Business and Vodafone One Business Mobile Users drops below 80% of the Initial Agreed Users.

What are the payment dates and due dates?

Your Vodafone One Business bill will be available in My Vodafone or MyBusiness on the nominated billing date shown.

When does the billing start for each service or user?

Billing for the Vodafone One Business service begins once the service has been activated for you.  Find out more about your bill

Self set-up help (IP Desk-phones)

If you have missing components or an incorrect phone model: Call 888 to identify missing or incorrect components.

If you have exited the provisioning/account set-up screen on the IP phone and can no longer sign in: Restart the IP phone by unplugging the Network cable (RJ45).  Allow several minutes to restart, which should return you to the account set-up screen. 

If you have entered the details incorrectly into the IP phone and a warning message 'Verify your provisioning settings or contact your service provider' appears: Press Cancel. This should return you to the account set-up screen. 

If a blank screen or no menu option appears on the IP phone: Restart the IP phone by unplugging the Network cable (RJ45).  Allow several minutes to restart, which should return you to the account set-up screen. 

If the blank screen continues to appear: Call 888 to raise a fault.

If an error message "Error with sign in credentials, contact your administrator" appears on your IP phone:  Press OK. This should return you to the account set-up screen.

No power on your IP phone:  Check if the switch has PoE (Power over Ethernet), then check the CAT 5e or above cabling is adequate. Check all connections.

If your switch is not PoE capable: Contact 888 to order a compatible power supply for the phone model. 

Everything seems to be working, as per set-up guides, but no inbound calls. Ensure you have worked through the Readiness guide, noting technical set-up sections in particular.  

When utilising my existing network, can I daisy chain from my IP phone to PC, therefore only requiring one data outlet for both PC and phone?  Yes, this is possible. Bandwidth requirements must be considered as per the Readiness guide. 

Self set-up - I need more help

Who to contact if you need help with the Vodafone One Business self set-up?  Ensure you have followed the self set-up guide and the video which clearly articulates how to set-up the IP phones and get VOB connected. Reach out to 888 

Require a Technician to complete your Vodafone One Business set-up? If you require an assisted set-up (install fees apply), reach out to 888 

Need more information about the hardware: Our website has links to all the set-up and hardware user guides.

No set-up instruction booklet? Go to https://www.vodafone.co.nz/vobextras for all set-up and user guides, and video tutorials. 

IP Desk phone - usernames & passwords

Self set-up IP Phone/ username/password is incorrect:  Double check your device username and passwords by logging into https://vodafone.xport.co.nz/mydevice.  To login to the Xport self-service portal, Users and Administrators would have been emailed their login details. 

If you enter the username incorrectly 3 times into the IP Desk-phone and get a blank screen: Restart the IP phone by unplugging the Network cable (RJ45).  Allow several minutes to restart, which should return you to the account set-up screen. 

If an error message Error with sign in credentials, contact your administrator appears on your IP phone:  Press OK. This should return you to the account set-up screen 

If the username or password still does not work, reach out to 888.  

How to use the self-service online portal

Will the service work when I travel outside New Zealand?

In most cases, the service will work. However, some countries are very specific about what types of traffic can be transmitted via their network. Therefore, we cannot guarantee the application will be usable outside New Zealand.

How to transfer a call on your mobile

Note: For call transfer to work, you must have your mobile number set up as your Phone number in Call Settings.

FeatureQuick stepsAndroidApple
Attended Transfer - announcing a call

While on an active call
 

  1. Tap add call and enter the desired phone number
     
  2. After the contact answers:

    • Announce the call
    • Open the Vodafone One Business app
    • Select Transfer > Transfer to
       
  3. The call is then transferred.

 

android-add-call.png

 

vob-android-transfer.png

 

 

apple-add-call.png

 

vob-apple-transfer.png

 

Blind transfer (no announcement)

While on an active call:
 

  1. Open the Vodafone One Business app
     
  2. Select Transfer
     
  3. Search for and select the desired contact
     
  4. The call is immediately transferred.

 

vob-android-blind-transfer.png

 

vob-apple-blind-transfer.png

 

Is the Business Basics mobile plan eligible with Vodafone One Business?

No, Business Basics is not an eligible plan with Vodafone One Business or Vodafone One Business Mobile.

What are the minimum specifications to use Vodafone One Business?

Device typeSupported operating systems
DesktopThe latest version of Windows and Mac OS and offer support for the most recent previous version of both operating systems.
MobileThe latest version of iOS and Android. We will also offer support for the most recent previous version of both mobile operating systems.
TabletThe latest version of iOS and Android. We will also offer support for the most recent previous version of both tablet operating systems.

What happens if hardware breaks (phones, ATAs, switches)?

If the hardware provided by Vodafone (which is used to supply the Vodafone One Broadband fixed phones) is faulty, we will provide a replacement at no extra cost. This offer does not apply to hardware that is damaged due to user negligence.

If I have an issue with my service who should I call?

We recommend calling your normal support channels.

What internet browsers can an external party use to join a collaboration session?

External parties can join a collaboration session on:

  • Safari
  • Firefox
  • Chrome

Internet Explorer is not supported for this feature.

How many devices can you install the Vodafone One Business application on?

The Vodafone One Business application can be installed on multiple eligible devices. However, it can only be used on one device at a time with the same profile. For example, if you install the application on two tablets, you can only use it from one tablet at a time.

What happens if I try to install the application on a mobile that is not with Vodafone?

Vodafone One Business app will not work on a non-Vodafone mobile device. It was designed as a service provided by Vodafone for customers who are on eligible Vodafone mobile plans.

Is this service supported in a Virtual environment?

No, this service will not work with Virtual environment

Does Vodafone support headsets with Vodafone One Business?

No, Vodafone does not support headsets. However, headsets bought in New Zealand which are compatible with the hardware being used will work.

Can I port in an existing Geographical number?

Yes, you can port in an existing geographical number (local number) from any provider that adheres the Number Administration Deed.

Does an IP desk phone need independent Cat5e structured cabling?

Yes, all IP desk phones need independent Cat5e structured cabling.

Where are the historical chat messages?

  • Unified Desktop client
    For users with a Unified Desktop client, historical chat messages will remain visible.
     
  • Mobile users
    For mobile users that have updated to the latest versions of the app*, (Android 3.9.20 & iOS 3.9.205) only the most recent chat history will be visible.

    *As per the store advisory note, prior to updating to the latest version any important chats should be copied and saved elsewhere, by simply holding on the specific chat bubble and then selecting 'copy'.

Features and Configuration Options

Users

Vodafone One Business Reception Console Guide

Vodafone One Business Reception Console Guide

Vodafone One Business app

How to download the Vodafone One Business app

What is my Vodafone One Business username?

Your username is one of the following:

  • Your email address
  • Your geographical number (if your email address was not provided and you are a full Vodafone One Business user)
  • Based on your mobile number followed by uc.vodafone.co.nz (Vodafone One Business Mobile users only)
     For example: 021xxxxxx@uc.vodafone.co.nz

Change a Vodafone One Business app password

Find out how to change a Vodafone One Business app password >

Vodafone One Business Portal

Access the Vodafone One Business Portal

Log into the Vodafone One Business Portal and configure your call settings >


Portal username

Your Vodafone One Business username is one of the following:

  • Your email address
  • Your geographical number  (if your email address was not provided and you are a full Vodafone One Business user)
  • Based on your mobile number followed by uc.vodafone.co.nz (Vodafone One Business Mobile users only)
     For example: 021xxxxxx@uc.vodafone.co.nz

Reset a portal password

Go to the Vodafone One Business Portal and click Recover password. Please note: You'll need your Account Number and portal username.
If you don't know your Account Number, you can call 888 or your support channel.


Change a portal password

Find out how to change a Vodafone One Business Portal password >


How to use the portal

Watch our Vodafone One Business video tutorials >

Voicemail

What happens to your old voicemail

When you move from a different service provider or Vodafone product to Vodafone One Business, your old voicemail service is cancelled:

  • Any saved messages are on the old voicemail platform and are no longer available
  • You will need to re-record your greeting
  • It is suggested before cutover that users save any important Voicemails 

What is your voicemail ID?

Your voicemail ID will be your geographical or mobile number.


Checking your voicemail from overseas

If you need to check your voicemail from overseas, please call +64 270 700 700, and follow the voice prompts.


PIN rules

The new PIN for voicemail access must conform to the following rules: 

  • It must be between 5 and 8 characters. Note it cannot be your extension or phone number (or either of these in reverse),
  • cannot contain a sequence of three identical or sequential numbers nor a repeating pattern 
  • cannot be your previous password. 

Click here to view Our User Portal tutorial video which illustrates the above steps 

General

Mobile phones and amount of rings

You may notice that calls to mobile devices take a little longer to start ringing.  For example, while a caller hears that the phone has started ringing, there will be a slight delay before your desk phone or Vodafone One Business app actually begins ringing.

Administrators

Please note: As an Administrator, updates you make in the Vodafone One Business Portal cannot be reversed and may permanently affect all users in your group.

Vodafone One Business app

How can your users download the app?

You will need to enable each user with appropriate permissions to install the app themselves or via your software distribution system. After receiving the appropriate permissions, each user will need to download the Vodafone One Business app on their mobile phone, tablet and desktop.

  • You should test that Vodafone One Business is successfully deployed to end users prior to activation
  • You will also need to upgrade the Vodafone One Business app as later versions become available

Download links


Change a Vodafone One Business app password

Find out how to change a Vodafone One Business app password >

Vodafone One Business Portal

Download the Vodafone One Business app for desktops

To view information about technical requirements and preparing your business for Vodafone One Business, view the Readiness Guide >

My Vodafone

NOTE: You can only login here if your invoice/bill doesn't contain the word "REF: VNGS" on the top right corner of the front page. Click here if your bill does contain the words REF VNGS. You can log into My Vodafone to:

  • View and get copies of your bill from the start of your billing date
  • Pay your bill
  • View and update your account contact information.

To view bills in My Vodafone, you need either Customer or Account level of access to My Vodafone. Find out more about access levels in My Vodafone.

MyBusiness

NOTE: You can only login here if your bill doesn't contain the word "REF: VNGS" on the top right corner of the front page. Click here if your bill does contain the words REF VNGS. MyBusiness is an online service from Vodafone that gives you advanced call reporting and invoice analysis, your company's call usage trends, exception reporting, and bill information to download (for services provided by Vodafone. If you already have Vodafone MyBusiness set up, you don't have to do anything as both your Mobile and Vodafone One Business bill information will be automatically contained in this portal. To order please speak to your Vodafone Account Manager or register for MyBusiness online now.

Voicemail

Checking your voicemail from overseas

If you need to check your voicemail from overseas, please call +64 270 700 700, and follow the voice prompts.

How mobile voicemail is affected by Vodafone One Business

When a user moves from a different service provider or Vodafone product to Vodafone One Business, their old voicemail service is cancelled:

  • Any saved messages are deleted
  • You will need to re-record your greeting
  • It is suggested before cutover that users save any important Voicemails 

Change a User's voicemail PIN

Using the Online self-service portal, Administrators can change user's voicemail PINs. Administrators will have been sent their Xport self-service login credentials in an email.

  1. From the Services page, next to the correct username, click manage 
  2. Click messaging,
  3. Click Voice Portal tab.
  4. Next to the username, click the Manage drop down arrow,
  5. Select Voicemail PIN,
  6. Enter the new PIN and confirm new PIN
  7. Click Change PIN.  

    PIN rules

    The new PIN for voicemail access must conform to the following rules: 

    • It must be between 5 and 8 characters. Note it cannot be your extension or phone number (or either of these in reverse),
    • cannot contain a sequence of three identical or sequential numbers nor a repeating pattern 
    • cannot be your previous password. 

    Click here to view Our User Portal tutorial video which illustrates the above steps 

    General

    What to do when employees leave

    1. Log into the Vodafone One Business Portal
    2. Reset the user's Portal and app password
      This ensures the leaver cannot access and configure the account
    3. New employee is taking over the existing mobile connection: Update the connections user information (first and last name)
      New employee is not taking over the mobile connection: Disable the leaving user's access to the portal and app (If you don't do this, the leaving employee will be able to log into the portal or app and configure features)
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