It's This Simple!

10c telephone calls!

Untimed to any landline, anywhere at anytime!

Why wouldn't you sign up with VoIP (Voice over Internet Protocol)? - there are no contracts!

You can make massive savings on your phone bill and use your existing phone!

Allow engin to reduce your phone bills providing flexibility of choice when making phone calls.

engin FAQ's

Included Features

engin Service Options

engin Product Range

engin Basics Questions

The Internet and VoIP Technology Questions

Joining engin Questions

Set-up Queries Questions

Account/Billing Questions

Telephone Features Questions

Call Forwarding Features Questions

Voice Mail Questions

General Troubleshooting Questions

Plans and Pricing Questions

engin1way Questions

engin Switchboard Questions

engin Softphone Questions

engin Voice Box Questions

engin Voice Box Series 2 Questions

Netgear Voice Adaptor Questions

Linksys FAQ’s

engin Basics FAQ's

What is engin?
engin is an Australian telecommunications carrier that allows consumers to make and receive telephone calls using their broadband Internet connection. Once connected to engin you can take advantage of our significantly reduced call rates.

What is required to use the engin service?
To use the engin service you need a broadband Internet connection, a modem/router (with a spare Ethernet port) and a regular corded or cordless telephone handset.

Do I need to keep my existing phone service?
This depends on what type of broadband connection you have. ADSL broadband requires a telephone line to connect through so you will therefore need to keep your existing phone line. Cable broadband does not require a phone line so you will not need your existing phone service.

Is the engin service easy to Install?
Yes, all you need to do is follow 3 easy steps: 1. Plug a telephone into your Voice Box 2. Plug your Voice Box into your modem/router. 3. Activate your service with engin.

Do the people I am calling need to have engin too?
No, you can call anyone from your engin service, regardless of if you are calling a mobile phone, landline or another engin service. engin to engin is a FREE call, set your family and friends up on engin to get the benefit of FREE calls.

How do I know if I am in an engin coverage area?
To connect to engin you will need to check if you are in an engin coverage area. If you are within an engin coverage area then you are eligible for the full two-way service which includes a regular geographical phone number (eg, 02 9016 0000 for Sydney). If you are not in an engin coverage area then you are eligible for engin1way which is an outbound only calling service. To view the engin coverage map please click here.

How do I dial a phone number using the engin Voice Service?
engin works the same as your existing telephone service. Pick up the telephone receiver, listen for a dial tone and then dial the required telephone number. If you are dialling interstate then you will need to include the area code (eg, 03 for Melbourne). To dial internationally you will need to first dial 0011 then the country code and then the phone number (eg, 001164xxxxxxxx for New Zealand).

What type of Telephone can I use?
Any normal telephone can be used, this includes both cordless and corded telephones.

Do I need to have the computer turned on to make a call?
No, your PC can be switched off but you will need to leave your modem and router on in order to make and receive calls.

Can I cancel at any time?
Yes. You can cancel your service at any time. You pay your monthly service fee which is charged in advance and your calls which are charged in arrears. Written notice will be required to disconnect.

Are there any hidden costs with engin?
No, the only costs associated with engin is your monthly service fee and call costs. Calls made with engin are classified as uploads and downloads so you will need to check these charges with you ISP.

Can I dial 000 and does my 000 information show up correctly?
Yes, all emergency services calls to 000 will work using the engin two way service. As an engin customer it is important to understand that you must notify us if you change your address, that way if you make an emergency services call your correct address will be identified. Please note that emergency services calls are not supported on engin VoIPer and engin1way plans.

The Internet and VoIP Technology FAQ's

What is VoIP?
Voice over Internet Protocol (VoIP) is the new and innovative way to make and receive phone calls. It involves the transmission of ordinary telephone calls over the Internet. In other words, VoIP can send voice over the Internet, rather than through the regular telephone network.

What is broadband?
Broadband is a general term for different types of high-speed, high-bandwidth connections to the Internet, including DSL and cable. Broadband channels can carry voice, video, and data simultaneously.

How fast an Internet connection do I need to use the engin Voice service.
engin recommends that you have a minimum broadband speed of 256/64.

What is WWW?
WWW stands for World Wide Web. This is the Internet facility that allows you to browse linked Web pages.

What is a Voice Box?
The engin Voice Box is a device that converts your analogue phone signal to digital so that it can be sent over your broadband Internet connection, as apposed to the plain old telephone system. Simply, plug your regular telephone handset into one end of the Voice Box and plug the other end of the Voice Box into your modem/router. The engin Voice Box is also known as a Analogue Telephone Adaptor (ATA).

Is engin the same as Skype?
No, engin has an Australian owned and operated telecommunications network whereas Skype utilises peoples computers and bandwidth to support phone calls that others make. engin customers are issued with a regular telephone number so that they can make and receive calls as they normally would using their existing telephone handset. Skype on the other hand relies on a Softphone based application, whereby you need to use a headset and talk through your computer.

Why are engin calls so cheap?
engin are able to significantly reduce the cost of calls by sending your telephone call through the Internet and therefore eliminating the long distance journey. At some point your call must go back to the public switched telephone network (PSTN) and hence the need for a small charge.

Joining engin FAQ's

How do I sign up for engin service?
Call our friendly sales team on 1300 305 000 between 8am-9pm Weekdays or 9am-3pm Weekends (EST) or go to our Sales Enquiry page

Where is the engin Voice Box delivered to?
We will courier your engin Voice Box free of charge to your nominated delivery address. This usually takes 3-7 working days.

I have already purchased an engin Voice Box, what do I do next?
If you have purchased an engin Voice Box from a retail store or have just received your engin Voice Box via courier you will need to register your Voice Box by clicking on "Join now" on the engin website.

Can I keep my existing phone number (aka Local Number Portability)?
engin does not yet offer Local Number Portability, you will be allocated a new number with your service. Local Number Portability is expected to be available in the near future.

What is your postal address?
Locked Bag 1002 Frenchs Forest NSW 2086

What is your e-mail address?
feedback@engin.com.au

Set-up Queries FAQ's

What equipment is required?
The simple answer is, you need:

What is an ethernet router or switch and when is one needed?
A router or switch will allow you to use your engin voice service at the same time that you surf the Web.

Can I use my engin voice service with a dial-up connection?
No, your engin voice service requires a high-speed, broadband Internet connection such as cable or DSL service.

Will I be listed in the White Pages?
This facility will be available on the 3rd quarter of 2005. Once available, your details will be listed in the White Pages unless you request a silent number.

Will my current setup (i.e. modem and or router) work on the engin network?
A great majority of modems and or routers will successfully work on the engin network. Generally all relatively new products will be compatible. Our service prides itself on a plug and play setup, it's as easy as that. Please call our friendly staff on 1300 305 000 to find out if your current setup is compatible.

Does engin sell any additional equipment?
Yes, engin sells equipment that includes cordless telephones, routers, switches, modems and headsets. For more information please click here.

How do I install the engin Voice Box?
Click installation to see how to set up your engin service

Can I use my computer while on the phone?
Yes, you can use your computer while on the phone. However, since your phone and computer share the same bandwidth, if you are using high bandwidth applications on your computer (ie: downloading a large file) you may experience degraded voice quality.

What is the warranty on the engin Voice Box?
12 months from the date of shipment.

What is the initial start up cost?
Your engin Voice Box ($149 or $229 for Voice Box Series 2) is the only initial start up cost. You will also need to have a broadband Internet connection, a high speed modem and a spare Ethernet port. Once you have purchased your engin Voice Box you will need to choose one of our low price monthly plans in order to start using your engin voice service.

Can I bring my own VoIP device to use with engin?
Yes, please visit engin VoIPer BYOD for more details.

Will my engin voice service work if I lose power?
Your engin Voice Box will not work if there is a power outage as your engin Voice Box requires power to maintain the service. If you have an engin Voice Box Series 2 then the Switchback feature allows for your Voice Box to automatically revert back to your existing PSTN landline service.

Can I use my engin Voice Box with another service provider?
The engin Voice Box has been firmware hardcoded exclusively to engin and will not function with any other service providers.

Account/Billing FAQ's

How do you bill for engin services?
We send an e-mail invoice on your anniversary date each month. Your bill is automatically charged to the credit card you provided when you signed up with engin. If you need a paper copy you can print out the e-mail invoice.

Can I use engin voice services without a credit card?
We only accept credit card payments.

What if there is a problem with my credit card?
If your automatic monthly credit card payment cannot be processed for any reason, we will notify you immediately by e-mail.

Do I get charged for incoming calls?
No, you do not get charged for any incoming calls.

Do you have flagfalls?
No, we do not charge a connection fee for any calls made from our service

Will I be in contract?
No, you can cancel your service at any time

How do I view the my bills online?
Log on to our website, www.engin.com.au and go to customer care. You will need your customer account number and passcode to log in.

I can't remember my username/password. What do I do?
Please contact engin customer service on 1300 305 000

Telephone Features FAQ's

What features are included with the engin Voice Box?
Click on Great Features to see the range of features that are available with the engin Voice Box

How do I use the various features that engin offers?
Click Great Features to see what engin features are available and how to activate them.

Do you support 3-way calling?
Yes, click Great Features to see what features are available with your engin service and how to activate them.

Call Forwarding Features FAQ's

How do I access the Call Forwarding Features?
The Call Forwarding Features menu is available after logging onto the engin website. Once you have entered your details, simply click on the 'connections' tab followed by the 'features' tab in order access the desired feature. Alternatively, you can set up your Call Forwarding Features by contacting our friendly customer service team on 1300-305-000.

How do I activate a Call Forwarding Feature?
Once you have logged into the features menu on the engin website you will need to tick the appropriate box and select the 'save' tab. Once the screen has refreshed, you will need to select 'edit' on the appropriate feature that you wish to use. Please refer to the engin User Guide for details on individual features.

How do I remove a Call Forwarding Feature?
To remove a Call Forwarding Feature simply remove the tick from the box next to the feature and select 'save' at the bottom of the page.

Is there a cost associated with my Call Forwarding Features?
Any calls that are forwarded from your Voice Box to another number incur a charge at your normal tariff fee. There are no additional diversion fees that are associated with the Call Forwarding Features.

Will my Call Forwarding Features work if my IAD Voice Box is not turned on?
Yes, all Call Forwarding Features will always work, even if your Voice Box has lost power or your ISP has gone down.

How many Call Forwarding Features can I have active at the one time?
It is recommended that you have only one Call Forwarding Feature active at any one time.

There are so many different Call Forwarding Features, which one do I use?
There is a brief description under each feature that describes the various functions. For a more detailed description please refer to the engin User Guide.

How do I activate Call Forward When Busy without activating any other diverts?
You need to select 'Call Forward Busy No Answer'. If you do not wish to select a divert for 'no answer' then you need to place your own engin phone number in the 'no answer' box and the desired diversion number into the 'busy' box. This will ensure that calls are only diverted to your nominated number when busy and not for your 'no answer' diversion.

What is the timeout parameter and how does it work?
The timeout parameter allows you to control the length of time before an incoming call is diverted. For example, this function would be used to select the desired amount of seconds that you wish your phone to ring for before it diverts when not answered.

Will Call Forwarding work if I have voicemail activated?
Yes, Call Forwarding will work if voicemail is activated. Please be aware that calls are diverted to voicemail after 20 seconds. This means that you will need to set your timeout parameter to 19 seconds or less when applicable.

Will Call Forwarding work if I have Call Waiting activated?
Call Waiting will not affect any Call Forwarding Feature unless the call is answered.

Why is my Call Forwarding not working?
If a Call Forwarding Feature is not working you may need to check one of the following:

Voice Mail FAQ's

How do I activate voicemail on my engin telephone?
To activate Voicemail, please call one of our friendly customer service representatives on 1300 305 000.

How do I know when I receive a new message?
Notification will be sent to your e-mail address when you receive a new message.

How do I retrieve messages from voicemail?
Retrieving voicemail has never been easier! Simply dial your corresponding number and follow the prompts:

What is V-mail?
V-mail is an automatic electronic voicemail message notification email. When a message has been left on your engin voicemail service, you will receive a V-mail notification via your nominated email address. Simply open the email to identify the calling party's number as well as the time and date of the call. You can also click on the 'sound attachment' icon to hear your message played over your PC.

When I click on the voice mail sound attachment I receive an error message, why is this?
You need to make sure a program is associated with the wav file format. For example, Windows media player, quicktime, real player or winamp will all be able to play this file type. If you do not have the appropriate program, please click on one of the below web addresses to download.

http://www.apple.com/support/downloads/quicktime.html
http://www.microsoft.com/downloads/search.aspx?displaylang=en&categoryid=4

When will my phone divert to voicemail?
Your phone will divert to voicemail 30 seconds after not being answered. It will also divert when your phone is busy or if you don’t answer your call waiting.

How do I personalise my voice mail message?
Once you have logged into your mailbox simply press '0' for mailbox options, then press '1' to record your unavailable message.

How do I change my password?
Once you have logged into your mailbox simply press '0' for mailbox options, then press '4' to change your password. Your password should be six numbers.

I have forgotten my password, what do I do?
Please call our friendly customer service team on 1300 305 000 for assistance.

How much does voicemail cost?
Voicemail is included with your monthly service fee! Simply click on the sound attachment or call from your engin telephone to retrieve your messages free of charge. If you retrieve your messages from another telephone service such as a mobile phone or landline you may incur charges from other carriers.

How do I disconnect voicemail?
Please call our friendly customer service team on 1300 305 000 for assistance.

How do I delete unwanted messages?
Once you have logged into your mailbox simply press '1' to listen to your message and then press “7” to delete your message. To delete old messages press “2” to change folders, press “1” for old messages (or select folder that you have stored message within) and then press “7” to delete.

What are 'folders'? And what are they used for?
For easy retrieval, voicemail allows you to store your old messages in a number of different folders. These include old messages, work messages, family messages and friends messages.

What does it mean to pre-pend a message?
This option is used if you wish to forward a message to another mailbox. To pre-pend a message, is to record your own message before the message that you are sending.

Can my phone be notified when I have a new message?
E-mail notification is the only notification service that is currently available.

When I receive calls, why do they divert to someone else’s voicemail message?
Call forwarding has been activated on your engin voice service. Check the engin Features User Guide for deactivating call forward unconditional, call forward busy and call forward no answer.

Will I be able to receive messages on my voicemail if I have activated Do Not Disturb?
So you never have to miss a message, when Do Not Disturb is activated, your phone will divert to voicemail.

General Troubleshooting FAQ's

How do I report a service problem?
We recommend that you run a Network Connectivity Test, before contacting customer service. Email the your results to feedback@engin.com.au so that our network engineers can analyse your connection.

You can e-mail us at feedback@engin.com.au or call us on 1300 305 000. If you need to report a technical problem affecting your telephone service, please include the time and date of the problem, along with a brief description.

What do I do if I have a Fast busy tone on outbound calls (post installation)?
Please follow the procedure listed below

My high speed Internet connection uses a USB port, not an Ethernet port can I still use engin?
You can still use engin but you will need to purchase an USB/Ethernet router to connect your computer to the engin Voice Box, and ultimately the Internet. Please contact your engin customer service representative for information on hardware items available.

My Phone does not ring, I cannot receive incoming calls, what do I do?
Please follow the procedure listed below

What do I do if callers do not hear me while I am talking?
High Internet usage on your personal computer while talking on your phone may impact your calls. Do not send email or upload any files while on the phone.

When I dial my number, I receive an operator message stating 'The number I have reached is not in service'?
Report this to customer service on 1300 305 000. This will need to be looked into by our Systems department

What do I do if I am hearing static on my line?
Please follow the procedure listed below

What do I do if conversations sound choppy?
Please follow the procedure listed below

What do I do if there is a power outage and now my phone is not working?
If your equipment is not plugged into a power surge protector, you may have to reboot the router or the engin Voice Box. Reboot the router by unplugging the power adapter from the outlet. This will reset the device and your PC.

Plans and Pricing FAQ's

Can I have multiple phone lines/numbers?
Yes, you can have up to two phone lines provisioned on your engin Voice Box. A second line will be charged at $9.95 per month plus call charges. Please note that the engin Voice Box Series 2 has only one phone line.

Can I change my rate plan at any time?
You may change your plan once a month. The change will take effect on your monthly anniversary date. Just call our customer service team on 1300 305 000 to help advise you of a plan to better suit your needs.

Can I use a Fax machine with the engin voice service?
engin are currently offering a fax service on a trial basis only. A fax service will need to be configured on line 2 of your Voice Box and is available for a once off fee of $4.95. Please call customer service if you are interested in trialling this service. Please note: The engin fax service is not available on the Voice Box Series 2.

engin1way FAQ's

What is engin1way?
engin1way is the latest product offering that allows MASSIVE savings anywhere in Australia using the engin Voice Box. engin1way is an outbound only service. Use the engin1way service to make calls and use your existing telephone service to receive your incoming calls. engin1way is a service that is available for people who live outside of the engin coverage area.

How does engin1way differ from existing Voice Box Products?
The attached product matrix will help explain the main differences between engin Voice Box Products.

When should I get an engin1way service?
engin1way is a service for people that are not in an engin coverage area. Engin coverage is currently available in the following areas:

• Brisbane
• Gold Coast
• Central Coast
• Penrith
• Sydney
• Canberra
• Melbourne
• Geelong
• Adelaide
• Perth
• Hobart

How is the local calling area defined for engin1way?
Your local calling area is defined by your local area code.
For example "(02) 49 Newcastle"

Can I call emergency services with engin1way?
No, engin1way does not support calls to emergency services. As a number has not been allocated, emergency services will not be able to identify where you are calling from.

Does engin1way apply to Softphones?
Yes, engin1way is available on engin Softphones. engin1way Softphone plans are $9.95 per month.

Can I get an incoming phone number with engin1way?
Yes, you can purchase an engin Switchboard number for $5.00 per month. This means that you can get an incoming phone number from any engin coverage area to go with your service.

Can I upgrade my engin service to make and receive calls?
Yes, if you move to an engin coverage area or the engin coverage is expanded to your local calling area then you can upgrade your engin service. These plans start from $19.95 per month.

What caller ID is displayed when I use engin1way?
There is no caller ID displayed when making an outgoing call.

engin Switchboard FAQ's

What is engin Switchboard?
engin Switchboard is an exciting new service that gives you an incoming phone number from any engin service area. For example, you can live in Sydney and have a Perth phone number.

How much is engin Switchboard?
engin Switchboard has a $5.00 per month access fee per number.

Are there any incoming call charges associated with engin switchboard?
No, all incoming calls are free of engin charges.

What are the benefits of having an engin switchboard number?
An engin switchboard number allows you to have an incoming phone number of another area. This means that the people calling you can save money (as they will only be paying local call rates instead of national call rates). This should encourage more people to call you.

How many engin switchboard numbers can I have?
You can have as many engin Switchboard numbers as you like. All of the numbers will ring on the one phone that is plugged into your engin Voice Box.

What locations are available for engin Switchboard?
You can obtain an engin Switchboard number from any of the following locations: Sydney, Central Coast, Penrith, Canberra, Melbourne, Geelong, Adelaide, Perth, Gold Coast and Brisbane.

Who can get an engin Switchboard number?
engin Switchboard numbers are available with both the engin1way and engin 2-way service.

How do I set up a switchboard phone number?
Call customer service on 1300 305 000 to set up your Switchboard service.

engin Softphone FAQ's

What is a Softphone?
A Softphone is a multi-media application, which can be downloaded from our web site, enabling you to make calls direct from your PC or laptop.

What is the difference between the engin Softphone Xlite and the engin Softphone Xpro?
The engin Softphone Xlite offers peer-to-peer services, allowing you to talk to other engin customers only. The engin Softphone Xpro is allocated with a telephone number, allowing you to both make and receive calls from all types of phone services such as: other Xpro phones, Voice Box phones, mobile phones as well as standard analogue line phones. The Xpro has a monthly service fee of $9.95 plus call charges. Not only does the Xpro have a telephone number, it also supports additional functionality.

How do I get an engin softphone?
To get an engin Softphone you need to go to the engin website and click on the softphone link. For a X-Lite you will be able to download the phone immediately. For a X-Pro you will need to create a new order. After your order has been created you will receive an email. The email will contain your phone number and a link to download your X-Pro.

What hardware and software do I need so that I can use an engin softphone?
Your softphone will require both speaker and microphone devices to make calls. Such devices may include external speakers and microphone, dual-jack multimedia headset, built in microphone and speakers, USB multimedia headset, or a USB phone. You will also need a soundcard for your PC or laptop. There may also be minimum system requirements to install a X-Pro. The best way to test if you have any restrictions that may affect your softphone is to download a free X-Lite. For further information please refer to the Advanced Softphone User Guide.

Who can I call with my Softphone?
The X-Lite offers only free calls from one X-Lite to another. The X-Pro has the ability to call any regular landline (PSTN), Mobile, International, Voip or other X-Pro phone.

How much does a softphone cost?
Both Softphones are free to download and install. The X-Lite has no monthly charge and all phone calls are free. The X-Pro has a monthly service fee of $9.95 per month plus call costs.

How much are calls on my softphone?
The X-Lite has free calls peer to peer. The X-pro has the same tariff structure as the engin $19.95 Plan. This means you enjoy the benefits of 10cent local and intercapatial calls as well as free calls to other engin customers.

How do I make a call?
To make a call using the X-lite, simply dial the six digit number of the other X-Lite and press enter or the green dial button. When making a call from the X-Pro, simply dial the normal phone number including its area code (even if you are in the same calling area) and press enter.

What is my login?
Your login will always be the same as your phone number.

What is my phone number?
For a X-Lite your phone number will be a six-digit number that you choose just before you download the softphone. For the X-Pro you will be allocated a normal ten-digit phone number that will be emailed to you shortly after placing your order.

I have forgotten my password, what do I do?
Please call one of our friendly customer service operators on 1300-305-000.

What is the Audio Tuning Wizard?
The Audio Tuning Wizard is a device that prompts the user to adjust their audio levels to the correct settings. The Audio Tuning Wizard will appear when you first open your softphone. Simply follow the prompts to adjust your settings to the correct level. If you require the Audio Tuning Wizard at a later stage, simply right click on your softphone and select the correct application.

What additional features come with my softphone?
The X-Lite has the following features: 2 extra phone lines, Line hold, redial, Caller ID, call timer, Mute functionality, microphone and speaker calibration and adjustment, recent call list, and phonebook. The X-Pro has all of the above features with the addition of 5 extra phone lines, Call Transfer, Call Conferencing, Do Not Disturb, Call Ignore, Auto Answer, and voicemail functionality. For further information on how to use softphone features please refer to the Softphone User Guide.

Will the engin Included Features work on my softphone?
engin telephone features will not work on your softphone. However, all of the engin Call Forwarding Features will work on your X-Pro softphone.

How do I exit from the phone?
To exit from the telephone you need to click on the ‘X’ button. This will allow you to exit from the phone but leave it running in the system tray so you can still receive calls. To completely exit from the application, right click on the icon in the system tray and select exit.

How do I use the phonebook?
Simply click on the phonebook icon that is located above the number one key. Click 'New Entry' to add a contact and fill in the appropriate details. To dial a number that is stored in your phonebook, simply highlight the contact and select the green dial button on your softphone. You can also dial a contact from your phone book by selecting their speed dial number.