Example setup · Disability and NDIS · Adelaide
How a Disability Support Provider Could Run Its Phones on Click2Call
An NDIS provider with one 1300 number on all its paperwork, a small office in Adelaide and a contact team in the Philippines answering participants, families and support coordinators. Here is how Click2Call could be set up for it, with what it would cost.
This is a worked example, not a customer story. The business is typical rather than real, the setup uses real Click2Call features, and the prices are current. There are no invented results. Last reviewed: October 2026.
The situation
Picture an NDIS-registered disability support provider based in Adelaide, also working in Melbourne. Participants, families, support coordinators and plan managers all ring the same 1300 number, which is printed on every service agreement. Some callers prefer a local number, so the provider wants one for each region as well.
Three office staff in Adelaide look after intake, rosters and accounts, and a five-person contact team in the Philippines answers most calls during the day. After hours there is only voicemail, and messages often arrive without a callback number. There is no record of what was agreed on a call.
How it would be set up
Everything below is a standard Click2Call setting, done in the portal or by our team with managed setup.
- One 1300 number and two local numbers on one account. The existing 1300 number is ported across ($100 inc GST, up to 30 days) and keeps working with the old provider until it moves. An 08 number for Adelaide and an 03 number for Melbourne ring the same team.
- The contact team works from the Philippines. Each agent uses the Click2Call app on a computer and takes calls on their own extension as if they were in Australia, and outbound calls show the provider's Australian number. There are no location restrictions and no extra charge for working overseas, and a call needs about 100 kbps of steady internet.
- A queue instead of an engaged tone. The 1300 number runs a call queue during the day. Callers hear their place in line, and the team leader in Adelaide sees on the live Call Dashboard how many people are waiting.
- Callers reach the right desk. A short menu, or the AI Receptionist, sends callers to rosters, new referrals or accounts. Keep it short: some participants find long menus hard.
- A written record of calls. Recording is switched on with a notice to callers, and each recorded call has an AI transcript and summary. Access to recordings is restricted to the team leaders. Recordings and transcripts are stored in Australia and New Zealand, and Click2Call's AI runs in Australia.
- AI answers after hours. Business hours switch the 1300 number at closing time to the Answer Agent, which takes the caller's name, number and reason and emails the details with a transcript. A conversational AI Agent can also answer simple questions about the service. Plain voicemail to email is there if it suits some callers better.
What it would cost
| Item | Cost |
|---|---|
| 8 Cloud PBX users: 3 office staff and 5 offshore agents | $200 a month |
| 1300 number, ported | $10 a month |
| Local numbers for Adelaide (08) and Melbourne (03) | $20 a month |
| Monthly total | $230 ex GST ($253 inc GST), plus 20c a minute for calls into the 1300 number |
| Porting the 1300 number | $100 inc GST, once |
| Managed setup (optional): $300 for 3 users plus $50 for each of the other 5 | $550 ex GST, once |
Calls into the local numbers are included. Call recording, AI transcription, the Answer Agent and the AI Agent are included at no extra cost. Calls beyond each user's 300 minutes are 10c a minute to landlines and 20c to mobiles. There is no lock-in contract.
What changes, and what doesn't
Participants and families ring one number and wait in a queue for a person, instead of hearing an engaged tone. Callers after hours leave their details with the AI instead of a voicemail without a callback number. Recorded calls give a written record of what was agreed.
What doesn't change: the AI after hours takes messages and answers simple questions about the service. It doesn't make decisions about supports, funding or rosters; your staff do.
We haven't put figures on calls saved, because they depend on the provider. The live Call Dashboard counts missed calls from the first day.
Before you set it up
- If staff overseas handle participants' personal information, check your own privacy obligations and policies.
- Tell callers when calls are recorded, and make sure your privacy policy explains how recordings are used and kept.
- Every account starts with two call channels plus one for each user's number, so 8 users can be on 10 calls at once.
- Test the offshore team's connection during the free trial before you move the 1300 number.
Try this setup with your own team
Start the 7-day free trial with $11 of credit and have one of your offshore agents test the app. No credit card required to sign up, and no lock-in contract.