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Frequently asked questions

What is Flexi Dial?

Flexi Dial is an Australian-owned and operated telecommunications provider specialising in premium phonewords, 13, 1300 and 1800 numbers, AI voice agents, hosted phone systems, voice solutions and business SMS.

Yes. Flexi Dial is Australian owned and operated, with local support available 24/7.

No. Our call plans are flexible with no lock-in contracts. You can scale up, scale down, or leave at any time.

Most numbers and services are active within a few business days. Some solutions can be live within 24 hours.

No. You can connect a Flexi Dial number to your existing phone system. Alternatively, you can pair it with one of our inbound call plans for full control.

What is the difference between a 1300, 1800 and 13 number?

A 1300 number is a 10-digit national number where callers pay a low shared cost. A 1800 number is a 10-digit toll-free number where the business covers the call cost. A 13 number is a short, 6-digit premium number with limited availability and a fixed caller charge.

A phoneword is a business number that spells a word using the letters on a phone keypad. For example, 1300 PLUMBER (1300 758 623). Phonewords are proven to be five times more memorable than digit-only numbers.

Costs vary depending on the number type and its memorability. Premium phonewords and 13 numbers may attract higher allocation charges. Contact our team for a tailored quote.

Yes. You can search for a specific number or word using our search tool.

Overdial refers to extra characters beyond the standard digit length of a phone number. For example, 1300 PLUMBER has seven letters but only six digits are required after the prefix. While overdial works on most networks, some VoIP systems may not support it. We recommend displaying your numerical number alongside your phoneword.

Yes. We can assist with porting your existing number. The process is straightforward and professionally managed.

Yes. Calls to any 13, 1300 or 1800 number can be routed to mobiles, landlines, offices or call centres.

Yes. All 13, 1300 and 1800 numbers provide national coverage across Australia.

If your number is not connected to an active phone service, your rights of use remain valid for three years from the last active service date. After that, the number may become available for reallocation.

What is an inbound call plan?

An inbound call plan is the service that activates and routes your 13, 1300 or 1800 number. It determines how calls are handled, where they are directed, and what features are available.

Depending on your plan, features may include smart call routing, IVR menus, call queuing, time-based routing, voicemail-to-email, call whisper, missed call alerts, real-time reporting and analytics.

Yes. Plans are flexible and can be scaled up or down as your business needs change. There are no lock-in contracts.

Yes. All call plans include access to our self-service management portal where you can adjust routing, review analytics and manage your numbers.

What is an AI voice agent?

An AI voice agent is an intelligent automated system that answers inbound calls using natural, conversational language. It can understand caller intent, capture details, categorise enquiries and route calls to the appropriate person or department.

No. AI handles overflow, after-hours calls and repetitive enquiries. Urgent or complex calls are escalated to your team instantly.

Yes. AI voice agents integrate directly with your 13, 1300 or 1800 number and your existing inbound call plan.

Yes. SMS and email alerts are sent immediately with caller details and an enquiry summary.

Yes. Call flows, questions, escalation rules and integrations are tailored to your specific requirements.

Yes. AI voice agents can be configured to send captured data directly into your CRM system.

Yes, AI voice agents support multilingual capabilities, allowing them to communicate with customers in multiple languages seamlessly.

What is a hosted phone system?

A hosted phone system (also known as cloud PBX or VoIP) allows your business to manage calls over the internet rather than traditional landlines. There is no on-site hardware required.

Not necessarily. Hosted phone systems work with softphones, mobile apps and browser-based calling. Desk phones are optional and can be provisioned if required.

Yes. Your team can make and receive calls from any location with an internet connection — office, home or on-site.

Yes. Your existing numbers integrate directly into the hosted system.

Calls are automatically routed to mobile numbers or alternative destinations as a failover. Cloud-hosted means no single point of failure.

SIP trunking connects your existing on-premises PBX or phone system to our network, providing reliable and cost-effective calling without replacing your current hardware.

Core features include auto-attendant (IVR), call forwarding and routing, voicemail-to-email, call recording, call analytics and reporting, multi-site support and mobile app integration.

Can I send and receive SMS from my 1300, 1800 or 13 number?

Yes. SMS can be enabled on your existing business number for two-way messaging.

Common uses include appointment reminders, order notifications, promotional campaigns, internal team communications, customer feedback requests and payment reminders.

Yes. All campaigns are designed for opted-in contacts in compliance with Australian spam legislation.

Yes. SMS can be integrated with major CRM platforms and business systems via API.

SMS open rates consistently exceed 95%, with most messages read within minutes of delivery.

Yes. Messages can be personalised with customer data fields and branded with your business sender ID.

How does billing work?

Billing varies depending on your services and plan. Options include monthly call bundles with included minutes or per-minute billing. All billing is transparent with no hidden fees.

Yes. Our Australian-based support team is available 24 hours a day, 7 days a week, 365 days a year.

You can call us on 1300 353 943 (1300 FLEXI DIAL), email us, or submit a request through the management portal.

Flexi Dial is based at Level 21, 567 Collins Street, Melbourne VIC 3000.