One Business is a total cloud-based communication solution that makes costs more predictable and keeps your business better connected.
What is included in the Standard install charges?
The Standard installation includes a site audit and installation of any of our hardware required to run the One Business service. This includes (but isn't limited to) Switches, CPE and IP desk phones.
What can people expect to be charged when they dial into an audio conference?
Every customer gets a unique audio conference access Local Phone Number from the LCA of their choice. Participants who join will be charged by their provider for a call to a NZ Local phone number. This could be a Local, National, Mobile to Land or International phone call.
What are the Early Termination Charges (ETCs)?
The Early Termination Charge payable per One Business User is the current Monthly Fee multiplied by the number of months remaining of the Service Initial Term multiplied by 65%.
It applies to each One Business User who terminates prior to the expiry of the Service Initial Term. It also applies to the remaining active users if the total number of One Business and Users drops below 80% of the Initial Agreed Users.
What are the payment dates and due dates?
Your One Business bill will be available in My One NZ or MyBusiness on the nominated billing date shown.
When does the billing start for each service or user?
Billing for the One Business service begins once the service has been activated for you. Find out more about your bill
Self set-up help (IP Desk-phones)
If you have missing components or an incorrect phone model: Call 888 to identify missing or incorrect components.
If you have exited the provisioning/account set-up screen on the IP phone and can no longer sign in: Restart the IP phone by unplugging the Network cable (RJ45). Allow several minutes to restart, which should return you to the account set-up screen.
If you have entered the details incorrectly into the IP phone and a warning message 'Verify your provisioning settings or contact your service provider' appears: Press Cancel. This should return you to the account set-up screen.
If a blank screen or no menu option appears on the IP phone: Restart the IP phone by unplugging the Network cable (RJ45). Allow several minutes to restart, which should return you to the account set-up screen.
If the blank screen continues to appear: Call 888 to raise a fault.
If an error message "Error with sign in credentials, contact your administrator" appears on your IP phone: Press OK. This should return you to the account set-up screen.
No power on your IP phone: Check if the switch has PoE (Power over Ethernet), then check the CAT 5e or above cabling is adequate. Check all connections.
If your switch is not PoE capable: Contact 888 to order a compatible power supply for the phone model.
Everything seems to be working, as per set-up guides, but no inbound calls. Ensure you have worked through the Readiness guide, noting technical set-up sections in particular.
When utilising my existing network, can I daisy chain from my IP phone to PC, therefore only requiring one data outlet for both PC and phone? Yes, this is possible. Bandwidth requirements must be considered as per the Readiness guide.
Self set-up - I need more help
Who to contact if you need help with the One Business self set-up? Ensure you have followed the self set-up guide and the video which clearly articulates how to set-up the IP phones and get VOB connected. Reach out to 888
Require a Technician to complete your One Business set-up? If you require an assisted set-up (install fees apply), reach out to 888
Need more information about the hardware: Our website has links to all the set-up and hardware user guides.
No set-up instruction booklet? Go to https://one.nz/one-business/help/
for all set-up and user guides, and video tutorials.
IP Desk phone - usernames and passwords
Self set-up IP Phone/ username/password is incorrect: Double check your device username and passwords by logging into https://onenz.xport.co.nz/mydevice. To login to the Xport self-service portal, Users and Administrators would have been emailed their login details.
If you enter the username incorrectly 3 times into the IP Desk-phone and get a blank screen: Restart the IP phone by unplugging the Network cable (RJ45). Allow several minutes to restart, which should return you to the account set-up screen.
If an error message Error with sign in credentials, contact your administrator appears on your IP phone: Press OK. This should return you to the account set-up screen
If the username or password still does not work, reach out to 888.
How to use the self-service online portal
- Go to https://one.nz/one-business/help/ for all video tutorials.
- Administrator video: https://onenz.xport.co.nz/training-videos/Admin_Portal/
- User video: https://onenz.xport.co.nz/training-videos/User_Portal/
- Customer's Administrators and Users are specified at the time of sign up, with Administrators then being able to manage (enable or disable) User permissions. Emails with login credentials are sent out at time of set-up.
Will the service work when I travel outside New Zealand?
In most cases, the service will work. However, some countries are very specific about what types of traffic can be transmitted via their network. Therefore, we cannot guarantee the application will be usable outside New Zealand.
How to transfer a call on your mobile
Note: For call transfer to work, you must have your mobile number set up as your Phone number in Call Settings.
| Feature | Quick steps | Android | Apple |
| Attended Transfer - announcing a call |
While on an active call
|
|
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| Blind transfer (no announcement) |
While on an active call:
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Is the Business Basics mobile plan eligible with One Business?
No, Business Basics is not an eligible plan with One Business.
What are the minimum specifications to use One Business?
| Device type | Supported operating systems |
| Desktop | The latest version of Windows and Mac OS and offer support for the most recent previous version of both operating systems. |
| Mobile | The latest version of iOS and Android. We will also offer support for the most recent previous version of both mobile operating systems. |
| Tablet | The latest version of iOS and Android. We will also offer support for the most recent previous version of both tablet operating systems. |
What happens if hardware breaks (phones, ATAs, switches)?
If the hardware provided by us (which is used to supply the One Broadband fixed phones) is faulty, we will provide a replacement at no extra cost.
This offer does not apply to hardware that is damaged due to user negligence.
If I have an issue with my service who should I call?
We recommend calling your normal support channels.
What internet browsers can an external party use to join a collaboration session?
External parties can join a collaboration session on:
- Safari
- Firefox
- Chrome
Internet Explorer is not supported for this feature.
How many devices can you install the One Business application on?
The One Business application can be installed on multiple eligible devices. However, it can only be used on one device at a time with the same profile.
For example, if you install the application on two tablets, you can only use it from one tablet at a time.
What happens if I try to install the application on a mobile that is not on our network?
One Business app will not work on a mobile device that is not on our network. It was designed as a service provided by us for customers who are on eligible mobile plans.
Is this service supported in a Virtual environment?
No, this service will not work with Virtual environment
Do we support headsets with One Business?
No, we do not support headsets. However, headsets bought in New Zealand which are compatible with the hardware being used will work.
Can I port in an existing Geographical number?
Yes, you can port in an existing geographical number (local number) from any provider that adheres the Number Administration Deed.
Does an IP desk phone need independent Cat5e structured cabling?
Yes, all IP desk phones need independent Cat5e structured cabling.
Where are the historical chat messages?
- Unified Desktop client
For users with a Unified Desktop client, historical chat messages will remain visible.
Mobile users
For mobile users that have updated to the latest versions of the app*, (Android 3.9.20 & iOS 3.9.205) only the most recent chat history will be visible.*As per the store advisory note, prior to updating to the latest version any important chats should be copied and saved elsewhere, by simply holding on the specific chat bubble and then selecting 'copy'.
Features and Configuration Options
Users
One Business Reception Console Guide
One Business Reception Console Guide
One Business app
How to download the One Business app
What is my One Business username?
Your username is one of the following:
- Your email address
- Your geographical number (if your email address was not provided and you are a full One Business user)
- Based on your mobile number followed by one.nz (One Business Mobile users only)
For example: 021xxxxxx@one.nz
Change a One Business app password
Find out how to change a One Business app password
>
One Business Portal
Access the One Business Portal
Log into the One Business Portal and configure your call settings >
Portal username
Your One Business username is one of the following:
- Your email address
- Your geographical number (if your email address was not provided and you are a full One Business user)
- Based on your mobile number followed by one.nz (One Business Mobile users only)
For example: 021xxxxxx@one.nz
Reset a portal password
Go to the One Business Portal
and click Recover password.
Please note: You'll need your Account Number and portal username.
If you don't know your Account Number, you can call 888 or your support channel.
Change a portal password
Find out how to change a One Business Portal password >
How to use the portal
Watch our One Business video tutorials
>
Voicemail
What happens to your old voicemail
When you move from a different service provider or from one of our other products to One Business, your old voicemail service is cancelled:
- Any saved messages are on the old voicemail platform and are no longer available
- You will need to re-record your greeting
- It is suggested before cutover that users save any important Voicemails
What is your voicemail ID?
Your voicemail ID will be your geographical or mobile number.
Checking your voicemail from overseas
If you need to check your voicemail from overseas, please call +64 270 700 700, and follow the voice prompts.
PIN rules
The new PIN for voicemail access must conform to the following rules:
- It must be between 5 and 8 characters. Note it cannot be your extension or phone number (or either of these in reverse),
- cannot contain a sequence of three identical or sequential numbers nor a repeating pattern
- cannot be your previous password.
Click here
to view Our User Portal tutorial video which illustrates the above steps
General
Mobile phones and amount of rings
You may notice that calls to mobile devices take a little longer to start ringing. For example, while a caller hears that the phone has started ringing, there will be a slight delay before your desk phone or One Business app actually begins ringing.
Administrators
Please note: As an Administrator, updates you make in the One Business Portal cannot be reversed and may permanently affect all users in your group.
One Business app
How can your users download the app?
You will need to enable each user with appropriate permissions to install the app themselves or via your software distribution system.
After receiving the appropriate permissions, each user will need to download the One Business app on their mobile phone, tablet and desktop.
- You should test that One Business is successfully deployed to end users prior to activation
- You will also need to upgrade the One Business app as later versions become available
Download links
Change a One Business app password
Find out how to change a One Business app password
>
One Business Portal
Download the One Business app for desktops
My One NZ
NOTE: You can only login here if your invoice/bill doesn't contain the word "REF: VNGS" on the top right corner of the front page. Click here if your bill does contain the words REF VNGS.
You can sign in to My One NZ
to:
- View and get copies of your bill from the start of your billing date
- Pay your bill
- View and update your account contact information.
To view bills in My One NZ, you need either Customer or Account level of access to My One NZ. Find out more about access levels in My One NZ
.
MyBusiness
NOTE: You can only login here if your bill doesn't contain the word "REF: VNGS" on the top right corner of the front page. Click here if your bill does contain the words REF VNGS. MyBusiness is an online service from us that gives you advanced call reporting and invoice analysis, your company's call usage trends, exception reporting, and bill information to download (for services provided by us).
If you already have MyBusiness set up, you don't have to do anything as both your Mobile and One Business bill information will be automatically contained in this portal.
To order please speak to your Account Manager.
Voicemail
Checking your voicemail from overseas
If you need to check your voicemail from overseas, please call +64 270 700 700, and follow the voice prompts.
How mobile voicemail is affected by One Business
When a user moves from a different service provider or from one of our other products to One Business, their old voicemail service is cancelled:
- Any saved messages are deleted
- You will need to re-record your greeting
- It is suggested before cutover that users save any important Voicemails
Change a User's voicemail PIN
Using the Online self-service portal, Administrators can change user's voicemail PINs. Administrators will have been sent their Xport self-service login credentials in an email.
- From the Services page, next to the correct username, click manage
- Click messaging,
- Click Voice Portal tab.
- Next to the username, click the Manage drop down arrow,
- Select Voicemail PIN,
- Enter the new PIN and confirm new PIN
- Click Change PIN.
PIN rules
The new PIN for voicemail access must conform to the following rules:
- It must be between 5 and 8 characters. Note it cannot be your extension or phone number (or either of these in reverse),
- cannot contain a sequence of three identical or sequential numbers nor a repeating pattern
- cannot be your previous password.
Click here
to view Our User Portal tutorial video which illustrates the above steps
General
What to do when employees leave
- Log into the One Business Portal
- Reset the user's Portal and app password
This ensures the leaver cannot access and configure the account - New employee is taking over the existing mobile connection: Update the connections user information (first and last name)
New employee is not taking over the mobile connection: Disable the leaving user's access to the portal and app (If you don't do this, the leaving employee will be able to log into the portal or app and configure features)