Example setup · Professional services · Brisbane
How a Brisbane Accounting Firm Could Run Its Phones on Click2Call
A 15-person practice whose phones run hot every tax season, and whose clients want their own accountant, not a transfer. Here is how Click2Call could be set up for it, step by step, 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 a Brisbane practice with 15 staff across tax, bookkeeping and advisory. From July to October the phones are relentless: clients ringing about returns, deductions and missing paperwork, and most of them want to speak to their own accountant.
Every call goes through one receptionist, who spends the day transferring calls rather than helping anyone. During the busiest weeks callers hear an engaged tone, and after 5 pm the phone simply rings out.
How it would be set up
Everything below is a standard Click2Call setting, done in the portal or by our team with managed setup.
- A direct line for everyone. Each of the 15 staff gets a Cloud PBX user with their own 07 number, on a desk phone, a softphone on their laptop, or the Secure VoIP app when they work from home.
- The main number comes across. The firm ports its existing number ($100 inc GST). It keeps working with the old provider until the moment it moves.
- Clients go straight to their accountant. The AI Receptionist answers the main number. There is one department for each accountant, with the clients they look after listed in its description, so a caller who says "it's Jamie from Ridgeline Transport" is put through to the right person. A hunt group behind each department rings the accountant first, then their backup.
- Sales calls stay away. A department described as sales calls, advertising and suppliers selling a product sends those callers to a voicemail box.
- Tax season has a queue. General enquiries go to a call queue that plays music and tells callers their place in line while the team works through calls.
- After hours, callers leave details, not silence. Business hours switch the main number to the Answer Agent at 5 pm and on weekends. It asks for the caller's name, number and reason, can book a meeting in its calendar, and emails the details with a transcript.
- Calls on the record. Recording is switched on for client lines, with a notice to callers. Recorded calls come with a transcript and summary, and access to recordings can be restricted for staff who don't need it.
What it would cost
| Item | Cost |
|---|---|
| 15 Cloud PBX users (each with a number and 300 outbound minutes) | $375 a month |
| Main number, ported, as a receive-only line | $10 a month |
| Monthly total | $385 ex GST ($423.50 inc GST) |
| Porting the main number | $100 inc GST, once |
| Managed setup (optional): $300 for 3 users plus $50 for each of the other 12 | $900 ex GST, once |
The AI Receptionist, the Answer Agent and call recording with transcripts 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
Clients reach their own accountant without waiting for a transfer, and the receptionist handles the calls that genuinely need a person. Calls after hours turn into messages with a name, number and reason instead of ringing out.
What doesn't change: the AI Receptionist routes calls and doesn't answer tax questions, and the Answer Agent takes messages and won't give advice. That stays with the accountants.
We haven't put a percentage on missed calls saved, because it depends on how many a firm misses today. The live Call Dashboard counts missed calls from the first day, so you can measure it for your own practice.
Before you set it up
- Keep the client lists in each department up to date. A team leader can do it with their own portal login.
- Every account starts with two call channels plus one for each user's number, so 15 users can be on 17 calls at once.
- Recordings and transcripts are stored in Australia and New Zealand, and Click2Call's AI runs in Australia.
- Recording laws differ between states, so tell callers when calls are recorded. The recording notice does that for you.
Try this setup in your own practice
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