1. ACN Companion
Information correct as at 6 July 2017

2. What is it?
An app that can be downloaded onto Apple and Android mobile devices
Available for customers who take a VoIP Phone service or nbn™ + Phone (which uses VoIP for the phone component) service with ACN
Allows customers to enjoy all the benefits of their ACN VoIP Phone service (including unlimited* call inclusions) from compatible mobile devices.
* ACN Acceptable Use Policy applies

3. Value Proposition Customers IBOs
Receive calls on their ACN home/business phone number (using VoIP) - on the go, no matter where they are in the world
Use their ACN VoIP Phone service call inclusions (including unlimited* calls) from compatible mobile devices
Make high-quality calls over Wi-Fi in areas with poor cellular coverage
Avoid roaming fees when overseas by making calls over Wi-Fi
Save mobile phone minutes by calling over Wi-Fi or 3G/4G
No lock in contract term
* ACN Acceptable Use Policy applies
A value added service helping you sell ACN VoIP Phone services and nbn™ + Phone services
Contributes to your billing revenue
Two unique selling propositions not offered by other nbn™ retail service providers:
customers receive calls to their VoIP number on their mobile device
VoIP call inclusions can be used from a mobile device including international call inclusions
IBOs

4. Considerations
ACN Companion can only be used on ACN VoIP plans , so customers must have either:
1. a standalone VoIP plan
2. a nbn™ + Phone plan
If customers want to share their VoIP plan inclusions, up to 2 devices can be added to each ACN Companion service
Customers should check they have an ACN Companion compatible device – a list of compatible devices is available within the Help & Support section of acnpacific.com
* ACN Acceptable Use Policy applies

5. Objection Handling
My mobile plan has call inclusions so why do I need ACN Companion?
One of the great benefits of ACN Companion is that you can use the call inclusions of your VoIP plan not just in Australia but also when you’re overseas by making calls over Wi-Fi.

6. Objection Handling I use Whatsapp and Skype to make phone calls…
Unlike Whatsapp and Skype, with ACN Companion your friends & family only need to use one phone number to reach you – your VoIP phone number. This gives you additional flexibility so it doesn’t matter if you’re at home, at work or out and about - the call will ring on your mobile device with ACN Companion.

7. Setting Expectations
Only one ACN Companion service can be ordered per VoIP service
A maximum of 2 devices can be registered for each ACN Companion service
Customers can only change the registered device once per calendar month
If your customer has an iOS or Android device that is not on the list of compatible devices, some ACN Companion functionality may still work. However, please note that testing has not been carried out on excluded devices, therefore ACN cannot guarantee their compatibility or provide support on issues or enquiries

8. Buying Journey
Customers with an existing VoIP Phone service or nbn™ + Phone service can sign up to ACN Companion via MyAccount.
Log in to MyAccount
Navigate to the VoIP service
Click on “ACN Companion” in the menu on the right
Agree to the Terms & Conditions
Click on “Add ACN Companion”

9. Buying Journey
Customers signing up to a new VoIP Phone service or nbn™ + Phone service can add ACN Companion via the online sign up journey.
After customers have selected their plan, they will be presented with the option of boosting their service by adding ACN Companion
If they choose to take ACN Companion, the cost will be displayed in the Minimum Cost Summary
Agree to the Terms & Conditions in the Order Confirmation step

10. Activation
Customers will receive an with their ACN Companion User ID and password.
Customers who signed up to ACN Companion via MyAccount will receive the with this information within a few hours.
Customers who added ACN Companion when they signed up to a new VoIP or nbn™ + Phone plan will receive the within a few hours of their phone service activation.

11. Activation
Calls made via ACN Companion will be shown on the customer’s invoice
Each call made via ACN Companion will show C1 or C2 against it – this indicates which registered device the call was made from

12. Escalations
Customers experiencing issues can report this to ACN via the report a fault form in MyAccount
Alternatively if it is inside our operating hours customers can call us for assistance.
We recommend customers attempt some basic troubleshooting before contacting us customers can go to the Help & Support section at acnpacific.com where they can find a Companion Troubleshooting section

13. Troubleshooting
There are some basic troubleshooting principles to be aware of and educate your customers on before contacting us for assistance.
In some instances performing these steps and checks can resolve the issue.
The ACN Pacific website has a Help & Support section customers can use to search for information and answers to FAQs – the ACN Companion FAQs can be found in the Phone Services / VoIP section

14. FAQs
Check out the Companion FAQs – you can find them in new Back Office under the Tools / Resources / VoIP section
Add the ACN Companion FAQs into the Resources section under VoIP and link to them from this section