Help centre
Frequently asked questions
Answers to the most common questions about Telcode, Call Platform, AI Voice Agents, inbound numbers, voice, SMS and our wholesale platform — grouped by service. Can’t find what you need? Call 1300 818 123 or email info@telcode.com.au.
General FAQs
About Telcode
Who we are, what Call Platform is and how to get in touch.
Learn more about About Telcode →
What does Telcode do?
Telcode is an Australian telecommunications provider based in Sydney. We supply AI Voice Agents, an AI Outbound Dialler, 13, 1300 and 1800 inbound numbers, business voice, live answering, hosted phone systems and SMS — all running on our own Call Platform — to businesses and to wholesale partners who resell them under their own brand.
What is Call Platform?
Call Platform is Telcode's call management platform, launched in 2014 as Australia's first full-feature inbound call management platform. It now handles more than 28 million call minutes a month across 12,000+ numbers, and combines inbound numbers, AI Voice Agents, outbound campaigns, area based routing, queuing, recording, SMS and reporting in one web portal.
What is an AI Voice Agent and how fast can I set one up?
An AI Voice Agent is a human-like virtual receptionist or salesperson that answers or makes phone calls for your business 24/7 — answering questions, qualifying leads, booking meetings and transferring calls to your team. With Telcode's AI Wizard you can create one from a single prompt in about 30 seconds. Call 1300 451 123 to hear one.
Can I keep my existing 13, 1300 or 1800 numbers?
Yes. We port existing numbers to Call Platform and manage the move for you, so callers aren't disrupted. Our clients have moved hundreds of toll-free numbers at a time with us.
Does Telcode work with telcos and resellers?
Yes. Our wholesale telco and AI agents platform lets telcos, MSPs and IT providers sell AI Voice Agents, inbound numbers and SMS under their own brand, with an automated daily CDR feed for billing.
Where is Telcode based and how do I contact you?
Telcode is Australian owned and based at Suite 27, Level 20, 201 Sussex Street, Sydney NSW 2000. Call us on 1300 818 123 or email info@telcode.com.au.
Who is Telcode?
Telcode is an Australian-owned telecommunications service provider based in Sydney. Since 2014 we have run Call Platform, the largest multi-tenancy inbound call platform in Australia, and we now provide AI Voice Agents, an AI Outbound Dialler, inbound numbers, voice and SMS to businesses and wholesale partners.
When was Call Platform launched?
Telcode launched Call Platform in 2014 as Australia's first full-feature inbound call management platform. Today it carries more than 28 million call minutes a month across 12,000+ numbers for 1,700+ clients.
Who uses Telcode?
National franchise networks, contact centres, financial services, logistics, insurance, automotive and emergency services providers, as well as telcos, MSPs and IT providers in Australia and overseas that resell Call Platform under their own brand.
Does Telcode offer AI Voice Agents?
Yes. Telcode's AI Voice Agents answer and make calls 24/7, qualify leads, book meetings and transfer callers to your team. The AI Wizard builds an agent from a single prompt, and the AI Outbound Dialler runs whole calling campaigns. Call 1300 451 123 to talk to one.
AI Voice Agents FAQs
AI Voice Agents
Human-like AI agents that answer and make calls for your business 24/7.
Learn more about AI Voice Agents →
How quickly can I get an AI Voice Agent live?
With the AI Wizard you can create a working agent from a single prompt in minutes. Most businesses then spend a little time refining knowledge, transfers and call routes before switching it on for live calls.
Can I keep my existing phone numbers?
Yes. Keep your current numbers or choose new 1300, 1800 or local numbers. Your AI Agents plug straight into your Call Platform routing, so you decide exactly which calls they handle and when.
Can the AI Agent transfer calls to my team?
Yes. Set rules for when and where to transfer — a person, a team, a queue or any number — and the agent passes the call over with the details it has already captured.
What systems can the AI Agents connect to?
AI Agents can look up and update your CRM, book appointments via calendar integrations, send SMS and emails during calls, and trigger workflows through APIs and webhooks.
How does the outbound dialler work?
Create a campaign, upload your contact list, choose your AI Agent and set calling windows and pacing. The dialler handles retries, transfers hot leads to your team and reports on every outcome in real time.
Will the AI sound natural to my customers?
Our agents use natural, human-like voices with a choice of accents and languages, and they respond in real time, so conversations flow the way a good receptionist's would.
Can I try it before I commit?
Yes. We can build a free prototype for your business that you can test in a sandbox before any of your real calls go to it.
Do you offer AI Voice Agents and Call Platform wholesale?
Yes. Telcode supplies Call Platform and AI Voice Agents wholesale to telcos, MSPs and resellers. Visit our Partners page or book a partner demo to talk about wholesale pricing.
AI Outbound Dialler FAQs
AI Outbound Dialler
Outbound campaigns run by AI Voice Agents — the dialler and the people in one platform.
Learn more about the AI Outbound Dialler →
What is the AI Outbound Dialler?
It's the campaign dialler built into Call Platform. You create outbound campaigns, load your contact lists and assign an AI Voice Agent to make the calls — following your script, connecting to your CRM and other systems, and recording the outcome of every call.
Can it really replace an outbound contact centre?
For most outbound work — lead follow-up, qualification, appointment setting, renewals, reactivation, surveys and reminders — yes. You get the dialler, the agents, supervision and reporting in one platform, without seats, rosters or recruitment. Hot leads can still be live-transferred to your own team when a person needs to close.
How many calls can it make at once?
You set the concurrency for each campaign, so the dialler can run several AI Agent calls at the same time and work through large lists quickly. Your account allowance sets the maximum, and we can increase it as your campaigns grow.
What happens when a call goes to voicemail or a call screener?
The Outbound AI Agent detects voicemail and call-screening apps. It follows your rules — leave a short message, state its name and reason for calling, or hang up — logs the right outcome and schedules a retry, so your reporting stays accurate.
How do you handle Do Not Call requests and compliance?
If a person asks not to be called again, the AI Agent marks the call as DNC and the number is suppressed across your whole account. You can also upload your own DNC lists, and the dialler only calls within the calling hours you set, in each lead's local timezone. You remain responsible for complying with Australian telemarketing rules, including the Do Not Call Register, and we can help you set campaigns up correctly.
Does it work with my CRM?
Yes. AI Agents can look up and update HubSpot, Salesforce, Zoho and other systems during and after the call, book meetings into Outlook or Google calendars, and send emails and SMS. Our team can connect other systems through APIs and webhooks.
Can I listen to the calls?
Every call is recorded and transcribed. The Call History page puts recordings, transcripts, AI summaries, dispositions and notes on one page, and Call Intelligence scores each call for quality, compliance and coaching.
Can I resell the AI Outbound Dialler to my own customers?
Yes. Call Platform and AI Voice Agents are available wholesale, so telcos, MSPs and IT providers can offer outbound AI campaigns to their own customers under their own brand.
Inbound Numbers FAQs
Inbound Numbers
13, 1300 and 1800 numbers with area based routing, queuing, recording and reporting.
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What types of inbound numbers can I get?
National 13, 1300 and 1800 numbers, local geographic numbers, virtual mobile numbers and international numbers. Every number runs on Call Platform, so you get the same routing, queuing, recording and reporting whichever type you choose.
How does area based routing work?
Call Platform works out where the caller is — from their caller ID prefix, Australian mobile location, or a postcode they enter — and matches it to your territory plan. Each area can go to a single branch or be shared round-robin between operators, and you can test any number before it goes live.
Can callers speak instead of pressing buttons?
Yes. Our new speech recognition step asks callers what they need and routes them on their spoken answer, with keypad input as an option, retries and optional confirmation.
What is Connector Studio?
Connector Studio connects your call flows and AI Agents to external systems — CRMs like HubSpot, Pipedrive and Zoho, Microsoft 365 and Google calendars, Slack, ServiceM8, Jira and more. Connect an app once, then use its actions in any call flow.
Are calls recorded, and what reporting do I get?
Calls can be recorded in the network and found in the portal. Live dashboards show volumes, answer rates and outcomes, and Flexible Reporting lets you build and schedule your own reports as a table, chart or CSV.
Can I resell Inbound Numbers to my own customers?
Yes. Call Platform is available wholesale, so telcos, MSPs and IT providers can offer inbound numbers, AI Voice Agents and SMS to their own customers under their own brand.
Integrations FAQs
Integrations & Connector Studio
Connecting your calls and AI Agents to your CRM, calendars and business apps.
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What systems can Telcode AI Voice Agents integrate with?
Telcode AI Voice Agents and Call Platform work with popular business apps including HubSpot, Salesforce, Zoho, Pipedrive, Microsoft 365 and Outlook, Google Workspace, Calendly, Microsoft Teams, Slack, WhatsApp, ServiceM8, Jira, Xero and Zapier. Anything else with an HTTPS API can be connected through webhooks, MCP or a custom connector in Connector Studio.
What can an AI Voice Agent do with my systems during a call?
It can look up the caller in your CRM, write back notes and outcomes, check calendar availability and book appointments, send email and SMS confirmations, post alerts to your team and trigger any workflow through an API — all while the caller is still on the line.
What is Connector Studio?
Connector Studio is the integration workspace inside Telcode's Call Platform. You create a secure connector to a system once, define reusable actions such as “look up contact by phone”, and then add those actions to any call flow as a simple step — without exposing URLs, keys or headers to the person building the flow.
Do I need a developer to set up integrations?
No for the common apps — marketplace connections such as Google Workspace, Microsoft 365, Slack and HubSpot are approved once from the portal. Custom APIs need the system's API details, and the Telcode team can set connectors up for you.
How is my data kept secure?
Credentials are encrypted at rest, masked in the portal and never read back or copied into call flows or logs. Connectors only call public HTTPS endpoints, response sizes and wait times are capped, and only the fields you declare are kept from a provider's response. Read more on our Platform Security page.
What happens if my CRM is slow or offline during a call?
Every connector action has its own timeout and error routes, so the call never stalls. You decide what happens next — play a message, take a message or transfer the caller to your team.
Business SMS FAQs
Business SMS
Automated SMS for confirmations, reminders and follow-ups.
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What is business SMS used for?
Australian businesses use SMS for appointment confirmations and reminders, promotions and announcements, one-time security codes and multi-factor authentication, service and delivery updates, and follow-ups after phone calls.
Can customers reply to our messages?
Yes. Telcode supports two-way messaging, so customers can reply to your texts and you can continue the conversation.
Can SMS integrate with our CRM and other systems?
Yes. Telcode's SMS service is fully integrable via API, so messages can be sent automatically from your CRM, booking or business systems. See our integrations page.
Can our AI Voice Agent send an SMS during a call?
Yes. Telcode AI Voice Agents can text confirmations, links and reminders while the caller is still on the line, and the AI Outbound Dialler can follow up every campaign call with an SMS.
Do you offer business SMS wholesale?
Yes. Telcos, MSPs and resellers can offer SMS, AI Voice Agents and inbound call management under their own brand through our wholesale white label platform.
Business Voice FAQs
Business Voice
Reliable business calling for modern teams.
Learn more about Voice →
What is a SIP trunk?
A SIP trunk connects your phone system to the public phone network over the internet instead of traditional phone lines. Telcode SIP trunks integrate with any compatible on-premise or cloud phone system, so you can keep the PBX you already have.
Can we make external calls from Microsoft Teams?
Yes. With Microsoft Teams Direct Voice, your team can make and receive external phone calls directly inside Teams.
What is the difference between SIP trunks and a hosted phone system?
SIP trunks connect a phone system you already own to the network. A hosted phone system replaces the PBX entirely — the system runs in the cloud and you manage users, call flows and answering rules from a web portal.
How reliable is Telcode's voice service?
Telcode uses multi-carrier redundancy, so calls are not dependent on a single network, and the service scales instantly as call volumes change. Real-time reporting shows how calls are being handled.
Can we add AI Voice Agents to our existing phone lines?
Yes. AI Voice Agents run on Telcode's Call Platform and can answer, qualify and route calls before they reach your team, 24/7.
Live Answering FAQs
Live Answering
Professional people answering your calls when you want a human touch.
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What does a live answering service do?
Professional phone agents answer your business calls on your behalf. They greet callers in your business name, take messages and relay them by text or email, transfer calls to your staff and capture the details you need — 24 hours a day, 7 days a week.
Are the phone agents based in Australia?
Yes. Telcode's live answering and virtual receptionist services are delivered by skilled, Australian-based phone agents.
Can the receptionist update our CRM or take payments?
Yes. Our virtual receptionist service can update your CRM, capture extra information from callers, submit leads, take order details and process payments, following your exact instructions.
What's the difference between live answering and an AI Voice Agent?
Live answering uses real people. AI Voice Agents answer instantly with unlimited capacity and can book, look up and update records in real time. Many businesses use both — AI handles routine calls and live agents take complex or sensitive ones.
Can calls go to live answering only after hours or when we're busy?
Yes. With Telcode's inbound numbers and call management you can send calls to live answering based on time of day, public holidays or overflow rules, and change it yourself in real time.
Hosted Phone Systems FAQs
Hosted Phone Systems
Cloud phone systems your team can use anywhere.
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What is a hosted phone system?
A hosted phone system, or cloud PBX, runs your business phone system in the cloud rather than on hardware in your office. Your team uses a browser softphone, mobile app or desk handset, and you manage everything from a web portal.
Can my team use their mobiles and laptops?
Yes. Telcode's hosted phone system works with a web browser softphone, a mobile app and compatible desk handsets, so staff can take calls in the office, at home or on the road.
Does it include contact centre features?
Yes. It includes queues, auto-attendant, agent status and presence, call recording and monitoring, transcription, sentiment analysis, contact centre reporting and configurable dashboards.
Can I change call flows myself?
Yes. Users, call flows and answering rules are managed from an easy-to-use portal, and changes apply in real time.
Can I keep my existing business numbers?
In most cases, yes — talk to our team about moving your numbers. You can also add 1300, 1800 and 13 numbers with advanced routing in front of your phone system.
Wholesale FAQs
Wholesale Telco & AI Agents Platform
For telcos, MSPs and IT providers reselling our platform under their own brand.
Learn more about the wholesale platform →
Will my customers see the Telcode name?
No. You sell the service under your own brand and your customers deal with you. Telcode works in the background as your platform provider.
Who owns the customer relationship?
You do. You hold the customer contract, set the pricing and send the invoice.
How does billing work?
We deliver your CDRs daily through an automated feed, ready to import into your billing system. You bill your customers at your rates, on your schedule.
Do I need technical or AI expertise?
No. Training is included, and the AI Wizard builds a working AI Voice Agent from a single prompt. Our team also helps with pre-sales and more complex builds.
Can I start with just one product?
Yes. Start with AI Voice Agents, inbound call management or SMS and add the rest as your customers need them.
Can my customers keep their existing numbers?
Yes. Customers can port their existing 13, 1300, 1800 and local numbers, or choose new ones.
What support do partners get?
Sales and technical training, branded collateral, pre-sales help on your deals and an Australian team behind you after go-live.
Still have a question?
Talk to our Sydney team
Call 1300 818 123, email info@telcode.com.au, or hear our AI Voice Agent for yourself on 1300 451 123.