Commander Key Phone - FAQs

What is Commander Key Phone? Navigation Show below Hide below

Commander Key Phone is a hosted phone service specifically designed for existing Key Telephone System users. It provides all the benefits of a hosted phone solution without needing to retrain staff or change from existing key phone behaviour.

The feature rich and powerful phone system with unified communication capability, mobile device integration and online self-management portal puts you in control of your business communications no matter where you are.

Commander Key Phone is our cloud-based business key phone service. It combines our hosted phone system with full-featured IP key phones that arrive to you pre-configured and ready for use.

What are the benefits of Commander Key Phone? Navigation Show below Hide below

No line rental – pay only for what you need

With a Commander Key Phone solution you pay based on the number of key phone handsets you need, not on the number of lines you might use. In addition all your Local and National calls are included.

No contract option

We know flexibility is vital in business, so we give you the option to choose a 0 month contract, or great discounts on our longer contract terms.

No large upfront equipment costs

Your Commander Key Phone service is delivered over the internet, so you get the features and capabilities of a professional phone system, without the upfront cost of purchasing expensive KTS Phone equipment. Your phone rental is included in your monthly plan, so all you need is a high speed internet connection.

NBN-Ready Phones

Commander Key Phone equipment is NBN-compatible, so when the NBN arrives at your premises we can transition you over without you having to upgrade your equipment.

Plug and Ring Set Up

Simply plug and ring – plug your phones in to your internet connection and you’re ready to make calls. Easy cloud-based management means you can set and forget, or update user features from anywhere.

Smart call management

With smart features to help you manage your calls, you will never miss an important client call again. Take your business phone on your mobile, choose how your calls are directed and manage your call settings from anywhere with Command Central.

Flexible, portable and scales with your business

As your business grows, your Commander Key Phone solution can easily be upgraded to add more users and more phones, up to the amount of available bandwidth you have. If you’re relocating, plug your phones in to your internet connection at the new premises and your phone system will work - you can even keep your existing phone numbers.

What is included with Commander Key Phone? Navigation Show below Hide below

Commander Key Phone is your all-inclusive business phone system. Once you have selected your monthly plan, the following is included:

  • A fully featured Commander IP handset per plan
  • A full enterprise telephony feature set per plan
  • Unlimited local calls
  • Unlimited national calls
  • No Flagfalls
  • Free calls between all office phones and mobile phones on the same Commander account
  • A free Key Account
  • The Commander SMART UC Softphone application for Mac or Windows, with every plan purchased
  • The Commander Command Central web application to manage your service as a user or administrator
  • The Commander Deployment team on hand to help you when you need it
  • Free access to the Commander Resource Centre to download all the 'self-help' you need"

What kind of commitment do I have to make? Navigation Show below Hide below

None. Commander Key Phone has a contract free option. We know flexibility is vital in business, so we give you the option to choose a zero (0) month contract, or great discounts on our longer contract terms.

How much does Commander Key Phone cost? Navigation Show below Hide below

Commander Key Phone costs:

$40.00 for Commander Essentials Cordless Key Phone Plan
$45.00 for Commander Office Key Phone Plan
$55.00 for Commander Executive Key Phone Plan
$5.00 per Key Account (First one provided free)
Unlimited local and national calls, Free calls to office and mobiles numbers that are on one the same Commander account.

No set up fees for 24 and 36 month contracts.

The HALF price bonus for the first three (3) months.

The introductory offer includes free shipping of the handsets across Australia.

What is the difference in the plans? Navigation Show below Hide below

The only difference between the plans is the type of handsets.

Each handset is fit for purpose. Handsets are used in many different situations in a business and Commander Key Phone offers a handset to suit.

What do I need to be able to run Commander Key Phone? Navigation Show below Hide below

Commander Key Phone uses your local network and Internet connection to make and receive phone calls.

To be able to run Commander Key Phone in your environment and across your internet connection there are number of things you should consider that need to be in place:

  • Confirm that you have an Internet service that has the capacity and quality to carry your telephone calls (We can check this right now with our Commander SMART Check speed and quality test.
  • The ability to provide power to the new Commander Key Phone via the power pack we supply you or via your LAN switch (PoE capable switches).
  • Check you have cabling that connects your new Commander Key Phone to your LAN switch (data network). Cat 5 or better. Note: We supply you a two meter patch lead with the phone.
  • Check your LAN switch for spare ports to make sure you can connect all of the new Commander Key Phones and all your other existing devices (computers/printers etc) as well.
  • Have a plan with Commander to manage other services like fax, EFTPOS terminals and security systems.
  • Work with Commander to transfer your existing numbers (port) or get new phone numbers

I don't have a business grade internet service. Can I use an ADSL or ADSL2+ service to work with your Commander Key Phone service? Navigation Show below Hide below

An ADSL2+ internet service or better is suggested, but the Commander Smart Check will confirm whether the type of service and its performance will support the Commander Key Phone service.

I have multiple locations. Can I still operate one Commander Key Phone service by installing the phones at each location? Navigation Show below Hide below

Yes this is possible. A DSL service is required at each location for the Commander Key Phone to be operational. You will not be able to page phones across locations.

What is the Commander Essentials Cordless Key Phone? Navigation Show below Hide below

The Commander Cordless phone is a perfect companion for your desk key phones where mobility is essential. It is a DECT handset and base station that allows you to move freely around the office, using some, but not all, of the features of the Commander Key Phone service. It has a 1.8” colour display and exceptional high definition voice quality.

What is the Commander Office Key Phone? Navigation Show below Hide below

The Commander Office Key phone is a desktop handset that uses all the features of Commander Key Phone service and would happily find its home at any office desk location, warehouse, retail floor or other business department. It has a 4.3" colour display 10 programmable line keys, best in-class system design and exceptional high definition voice quality.

What is the Commander Executive Key Phone? Navigation Show below Hide below

The Commander Executive Key phone comes as a part of the Commander Executive Key Plan. It is a desktop handset that uses all the features of Commander Key Phone service and would happily find its home in an executives office, receptionist desk or a meeting/board room. It has a 7" colour touchscreen display, up to 29 one-touch line keys and exceptional high definition voice quality.

What discounts do you offer? Navigation Show below Hide below

In addition to the all-inclusive, zero set up fees for 24 and 36 month contracts, you can also receive half price monthly access fees for first 3 months on 36 month contracts!

Where can we get more information on your Commander Bundles? Navigation Show below Hide below

Commander continually creates valuable combinations and bundles of its best products as a fully service provider. The latest offerings can be found at www.commander.com

Is there a setup fee? Navigation Show below Hide below

There is no set up fee on 24 and 36 month contracts. If you choose a 36 month contract you also get the first three months of access fees at HALF price! If you choose the zero month contract option, a set up fee of $129 (Essentials Cordless Key), $159 (Office Key), $199 (Executive Key) applies.

Can I use my existing Internet Connection? Navigation Show below Hide below

Commander Key Phone uses your existing Internet connection to carry calls from your site and across the telephone networks. It connects your new handsets to our Commander Key Phone service. The size and quality of your internet connection will determine how many calls can concurrently run over your connection. There are a number of factors that influence the quality of phone calls (called Quality of Service, or QoS) and number of calls (called Call Capacity) that can be concurrently made over your Internet connection.

These factors include:
  • The upload and download speeds of your Internet service
  • The distance your are from your Internet Service Provider’s exchange
  • The volume of other data traffic that concurrently uses your Internet Service
So we've developed a traffic light test to verify that all three factors are checked and are right to go. The Commander SMART Check verifies that your current Internet connection will support the number of concurrent calls your business needs to make at the high quality that you would expect. If Commander SMART check reports that either speed or distance may be a problem, then a dedicated data connection is a viable alternative for you.

How many lines can I purchase? Navigation Show below Hide below

That's the beauty of Commander Key Phone! You don't need to purchase any lines.

We think of Commander Key Phone in terms of handset plans, not lines. You only need a plan per user.

Lines to your business disappear as your calls will travel up and down your internet service.

You will need to think about how many calls will concurrently use your Internet service and make sure your internet will be able to support it. The Commander SMART Check is available just for that. It helps test this for you. A Commander Key Phone call uses about 100 kbps of upload and download bandwidth per call. So for example, if you had an internet connection that supported 2000kbps upload and 500kbps download speed, we would suggest you could support 4 or 5 concurrent calls coming into or out of your business. Also consider, depending on the size of your business, you can have between 2 and 6 Commander Key Phone handsets for every concurrent call. So for example, a business with 10 staff may only need to support 2 or three concurrent calls on your Internet connection.

Can you put Commander Key Phone on my existing ISDN2 service? Navigation Show below Hide below

No you cannot. Commander Key Phone is a Voice over IP service and uses your internet data connection to carry voice. ISDN services are not required for Commander Key Phone.

Is there a cost to add additional features on the phone? Navigation Show below Hide below

Commander Key Phone gives every user an entire Enterprise Telephony feature set, not matter which plan they are on. All you need to do is pick the phone that best meets the needs of the user. Cordless through to Executives, all the features of the most sophisticated phone system are available to all users.

What is Commander Key Phone SMART Extra? Navigation Show below Hide below

While Commander Key Phone is an all inclusive, fully featured phone system, there are optional extra's to extend the capability of your business.

As your business grows and you want stay in control then Commander SMART Extra's assist. Some extras are not typical of Key systems but you may wish to add them as you grow and transition to more PBX style environments.

Commander Mobility integrates your smartphone into the phone service. Your desk phone and mobile phone operate together, meaning your business phone can come with you, no matter where you are.

Commander CloudQ means your customers never get an engaged signal and you’ll never miss a call. While they are on hold they can listen to your latest specials!

Reception Central gives your receptionist the power to manage phone calls from their computer, dragging and dropping calls around the business, seeing who is available or not.

Reception Sidecar extends the use of the Commander Office phone with a Reception sidecar. It brings additional speed dials and phone status to the reception function.

Commander Collaborate - Bring Web Collaboration to your desktop and mobile phone through Screen sharing, Instant Messaging and Presence (IM&P) and audio conferencing bridges. This is the fully integrated unified communications experience, where your team comes together, on any device to collaborate in a super productive user experience. It is delivered as add on feature to the Commander Mobility mobile application and the Commander Softphone (desktop) application. There is No additional software to be installed. Once purchased as a SMART Extra's the feature is automatically activated on the existing applications.

Additional Hunt Groups - You can purchase Hunt groups as your business grows if you would like to transition from typical Key phone system behaviour.

Additional Auto Receptionists - You can purchase additional Auto Receptionists to manage additional inbound numbers as your business grows.

Valet Inspection - One of our certified Commander Key Phone technicians can visit your business and confirm that you have all the technical requirements in order to support the Commander Key Phone service.

Valet Installation - If you don't have time or inclination to install and test the Commander Key Phones, then a certified Commander Key Phone technician can visit you onsite, unpack, install and test your phones.

How long does Commander Key Phone take to activate? Navigation Show below Hide below

Once you have placed your order, the Commander Deployment team is underway building and activation of your service. Shortly thereafter, your handsets will be shipped to you over the next 2 or 3 days. If you have chosen to install the handsets yourself and you will be receiving new numbers, then the service should be available for you to use once you have installed the handsets. If a Valet Inspection and/or Installation has been organised, or you need to transfer existing numbers (number port), then the duration for the final activation will be longer.

What's involved in setting up my Commander Key Phone Service? Navigation Show below Hide below

Commander Key Phone uses your local network and Internet connection to make and receive phone calls.

To be able to run Commander Key Phone in your environment and across your internet connection there are number of things you should consider that need to be in place:

  • Confirm that you have an Internet service that has the capacity and quality to carry your telephone calls (We can check this right now with our Commander SMART Check speed and quality test.)
  • The ability to provide power to the new Commander Key Phone via the power pack we supply you or via your LAN switch (PoE capable switches)
  • Check you have cabling that connects your new Commander Key Phone to your LAN switch (data network). Cat 5 or better. Note: We supply you a two meter patch lead with the phone.
  • Check your LAN switch for spare ports to make sure you can connect all of the new Commander Key Phones and all your other existing devices (computers/printers etc) as well.
  • Have a plan with Commander to manage other services like fax, EFTPOS terminals and security systems.
  • Work with Commander to transfer your existing numbers (port) or get new phone numbers

I am moving to a new address at the moment. How do I run the Commander Smart Check if I haven't connected any services yet? Navigation Show below Hide below

Commander can complete a Service Qualification at the new premises while we are waiting for the new internet service to arrive. This will determine the available speeds for the customer at that location. However, this will not guarantee that Commander Key Phone can be used over that internet service. Usually distance from the service provider's exchange impacts the speed and quality of voice over the internet connection. We would suggest we wait for the DSL service to become active and then run a Commander SMART Check to ensure the eligibility of the internet service for Commander Key Phone.

What do I do if any of the Commander Smart Check provides a "Red' result? Navigation Show below Hide below

A 'Red' result indicates that your internet connection will not have the speed and performance requirements to support the number of Commander Key Phone services that you need. An alternative internet connection service is suggested which can be supplied by Commander, who will ensure that the service is adequate for Commander Key Phone.

Do I need special equipment or a router to make this work? Navigation Show below Hide below

No special equipment is needed to run Commander Key Phone. Using your local network and internet connection, the Commander Key Phone handsets will operate alongside your computers. It will carry your voice over your local network (for internal calls) and internet connection (for external calls). Commander Key Phone delivers a high quality phone service and does have expectations for the speed and quality of your local network and Internet connection to operate. The Commander SMART Check is an online speed and quality test that will help you understand whether your local network and internet connection are at a standard to carry Commander Key Phone calls.

Can I transfer my existing phone numbers to Commander Key Phone? Navigation Show below Hide below

Yes. At your request, we can work with your existing provider of your business phone numbers and have them transferred to Commander Key Phone. This means that when somebody rings these numbers, the Commander Key Phone service takes over and directs the call to your phones. This is called a number port implemented by your existing suppler of the number. The number port can be done once your Commander Key Phones have been installed and are operational.

Once I move my numbers to Commander Key Phone, can I use the same numbers if I then move my business to a new premises? Navigation Show below Hide below

Yes you can use the same numbers at the new location. This is one of the advantages of moving to a hosted phone solution. Please refer to the Out of Area Number information if you move numbers outside the local calling area.

How long does it take to move my numbers from my existing service provider to your Commander Key Phone service? Navigation Show below Hide below

The move of numbers from another service provider to Commander requires that service provider to implement the move once we have requested it on your behalf. There are two types of moves. A category A, simple, one number port has a service level target from the service providers of approximately 5 to 10 business days. Category C, or complex, multi-line moves has a service level target of approximately 10-35 Business Days.

Can I choose from a list of numbers? Navigation Show below Hide below

No, we are currently unable to give customers the opportunity to select numbers from a list.

Can I move my number to Commander Key Phone if I have a DSL on it? Navigation Show below Hide below

Yes but not easily. Transferring a number will cancel any broadband service associated with that number and you need an active broadband service to run your Commander Key Phones. So if the service number is carrying the broadband you intend to transfer to Commander you will first need to transfer your broadband service to another service number. We can assist you with this process and advise you of the costs.

How do I log in to my account? Navigation Show below Hide below

As an administrator, you will receive a communications pack with all your instructions, username and passwords. It means that you will be able to log into Command Central at commandcentral@commander.com 

What is the administrator? Navigation Show below Hide below

The Administrator is the representative in your business who has privileges to change and update the configuration of Commander Key Phone. The administrator uses Command Central to make these changes and updates.

What happens when internet or power goes down? Navigation Show below Hide below

As Commander Key Phone uses your internet service and local network, any power outages or internet faults will impact Commander Key Phone. There are a number of great features in Commander Key Phone which allow you to still be able to make and receive calls. Firstly, using SMART UC Mobility on your Smartphone, you will still be able to make and receive calls. We also suggest that you use the Simultaneous Ring feature to allow both the desk phone (which may not be operational) and your mobile phone will ring at the same time. Another great Commander Key Phone feature is the 'Call Forward Unreachable' feature, it allows you to set up a number to ring when your site, over the internet is not reachable by Commander Key Phone.

How can I change the default settings of my Commander Key Phone? Navigation Show below Hide below

Commander Key Phone comes with a default setting which can be changed to your specific needs through Command Central. See the Command Central Key Phone Administrator Quick Start Guide in the Commander Key Phone Resource Centre to find out more. Call the Commander Key Phone team if you need further assistance.

How many minutes are included with my account? Navigation Show below Hide below

Unlimited local and national calls are included in every plan. Making calls between numbers that are on the same commander account are also for free.

How do I retrieve my voice messages? Navigation Show below Hide below

Commander Key Phone converts your voice mails to email and sends them to your email inbox for you to listen at your desk or on your smartphone. You can also call into the Commander Key Phone voice portal and retrieve your messages over the phone.

How do I set up my greeting? Navigation Show below Hide below

When you call into the Commander Voice Portal, you will be prompted to set up your voice mail greeting. Just follow the prompts.

What is Softphone? Navigation Show below Hide below

The Commander Softphone is included in the downloadable SMART UC application. It is complimentary and is included in every Commander Key Phone plan. It is our Mac or Windows application that allows your computer to host a 'soft' Commander Key Phone. It is available for use with the Private Line of your Key phone and does not work with the shared Key Accounts. It also allows you to manage your Private Line user settings, like call forwarding for both the softphone and your Commander desk phone. But it is also much much more....... If you would like the same capability on your smartphone, then the Commander Mobility SMART Extra is just what you need.

Can I answer calls with my Softphone? Navigation Show below Hide below

You can answer calls to your Private Line with your Softphone. All the features that are available on your desk phones Private Line are available on your Softphone. Calls to the shared lines of your Key Accounts cannot be answered on your Softphone.

Can I use the Commander Key Phone SMART UC application with my service? Navigation Show below Hide below

Yes. You can use the Smart UC mobile application with the Private Line of your Commander Key Phone (It does not work with the shared Key Account lines. The Commander SMART UC application, downloaded from the Apple iTunes store or Google Play App Store, is a Commander SMART Extra. Once you have purchased the SMART UC SMART Extra, these applications will run on your Apple or Android smartphone and connect over the mobile data or wifi service to Commander Key Phone. You then have your Private line of your Key phone running on your smartphone. It uses the data connection on your mobile to make and receive phone calls.

Can I use my existing IP phones with Commander Key Phone? Navigation Show below Hide below

No. Commander Key Phone is a high quality voice service that has been tuned for optimal performance. The combination of the handset and the Commander Key Phone features work in conjunction to deliver the best experience for you and your customers.

What is Command Central? Navigation Show below Hide below

Command Central is the web application for users and administrators to manage the service. While the Commander Key Phone technology runs in the Commander Cloud, you have the control to manage many aspects of the service at any time. As a user, you can change the way you want your Commander Key Phone service to operate, turning features on and off, updating your call forward and simultaneous ring preferences. As an Administrator, you can keep the Commander Key Phone system up to date with the changes in your business. People, Visible Features, Schedules, Handset configuration and more can be all in your control at any time.

What is SMART UC Mobility? Navigation Show below Hide below

The Commander Mobility feature is a SMART Extra for your smartphone. The application, SMART UC, brings Unified Communications to your Apple or Android smartphone so that you can take your business phone systems Private Line with you, no matter where you are. The latest version can be downloaded from the Apple iTunes or Google Play Stores. Look for SMART UC.

What is Reception Central? Navigation Show below Hide below

Reception Central is the computer based application for receptionists in your business to better manage phone calls. Receptionist can add this application as a SMART Extra so that they can manage the distribution of phone calls via the application in addition or instead of using the handset to transfer calls.

What is the Resource Centre? Navigation Show below Hide below

The Commander Key Phone Resource Centre is the online web site where you can get access to all the installation, quick reference and user guides. The latest version of the SMART UC application can also be downloaded from the Resource Centre.

What is involved in a Valet Inspection Service? Navigation Show below Hide below

Valet Inspection is a SMART Extra that you can purchase to have one of our qualified technicians check that your local network and internet connection are capable of running Commander Key Phone. To make sure that the upcoming installation of the phones occurs without a hitch, the inspection checks that:
  • You have enough power and LAN ports to support each of the Commander Key Phones
  • You have enough patch cabling to each of the Commander Key Phone locations
  • Your internet router's configuration is sufficient for Commander Key Phone
  • The Commander SMART Check reports that your internet service has the speed and quality to support Commander Key Phone
If you do not have the time or the inclination to check your environment's 'readiness' then the Commander Valet Inspection Service is the right service for you. Whether you choose to check your environment yourself or you choose a technician to check, either need to occur before we process to the Valet Installation service.

What is Valet Installation Service? Navigation Show below Hide below

A Valet Installation is a SMART Extra that you can purchase to have one of our qualified technicians visit your site and install and test the Commander Key Phones. The installation covers the:
  • Unpacking and installing each of the Commander Key Phones in the required locations. The standard fee covers the installation of 3 handsets. The installation of additional handsets is $49 per handset.
  • Testing of each of the handsets to ensure they can contact the Commander Key Phone servers and make phone calls.
  • Re-test your internet service speed and quality using the Commander SMART Check.
If you do not have the time or the inclination to install the Commander Key Phones yourself, then the Commander Valet Installation Service is the right service for you.

What is the Commander SMART Check? Navigation Show below Hide below

To help you manage the quality of phone calls across your Internet connection, Commander Key Phone offers tools to check your Internet speed and quality.

Factors that will affect your voice quality.

There a number of factors that influences the quality of phone calls (called Quality of Service, or QoS) and number of calls (called Call Capacity) that can be concurrently made over your Internet connection.

These factors include:
  • The upload and download speeds of your Internet service
  • The distance you are from your Internet Service Provider’s exchange
  • The volume of other data traffic that concurrently uses your Internet Service
So we've developed a traffic light test to verify that all three factors are checked and are right to go.

The Commander Key Phone SMART CHECKS give you the tools to test your Internet connection right now.

The results will tell you whether your existing Internet service will be able to carry all the voice and internet data that you need. Remember, no matter what the answer, Commander can help you with the right Internet connection to carry all your voice and data needs. A less than perfect result does not mean that Commander Key Phone is not suitable for you.

Need help or support? Navigation Show below Hide below

The Commander Key Phone support team is on hand to help you with any questions you may have. Please feel free to call them on 1300 638 208 or email them on commanderphone@commander.com for support.