Frequently Asked Questions

It depends on your number of users and branches, what phone system you use today, your call volume, whether staff work remotely, and the features you need, such as IVR, call recording, call queues, DID numbers, SIP trunk or softphone access.

Not sure? Tell us a little about your business and we will recommend a setup.

Helpful details are your company name, contact person, phone number, email, office location, number of users and branches, what phone setup you use today, whether you need a new or existing number, and any call features you want.

Not sure about some of these? Just contact us and we will help you work it out.

VoIP (Voice over Internet Protocol) lets you make and receive phone calls over the internet instead of a traditional phone line. It is usually much cheaper, especially for long-distance and international calls.

A stable internet connection and one of the following:

• A VoIP phone or IP phone
• A VoIP adapter connected to an analog phone
• An IP PBX system
• A computer or mobile phone with a softphone app

Not at all. AlienCloud PBX is managed from a simple web-based portal, so you can manage users, set up call flows and check call activity without IT expertise. Our team also handles the setup for you.

AlienCloud PBX is our fully cloud-based business phone system. There is no PBX box to buy or maintain, and you get features like extensions, call forwarding, voicemail, IVR, call recording and multi-site connectivity, all over the internet.

See AlienCloud PBX plans →

Yes. We provide Cloud PBX for Malaysian SMEs, offices, multi-branch companies, sales teams, customer service teams and call centres.

• No PBX hardware: just connect your IP phones or apps to the cloud.
• Easy to scale: add or remove extensions as your team changes.
• Work from anywhere: make and receive office calls on mobile or desktop apps.
• CRM integration: connect with your existing business tools (SCALE plans).
• Smart call handling: routing rules, voicemail-to-email, reports and more.
• Lower running costs: no hardware maintenance or traditional line expansion.

SME plans suit small and medium businesses that need the essentials: extensions, call recording, forwarding and transfers. They come in sizes from 4 to 24 extensions.

SCALE plans suit contact centres and telesales teams, adding an operator panel, wallboard, call reports, CRM integration and multi-level IVR. They come in sizes from 10 to 40 extensions.

Compare plans and pricing →

Absolutely. Start with a small plan and upgrade any time. SME plans go up to 24 extensions and SCALE plans up to 40 extensions. Need more? Contact us for a larger setup.

Incoming calls are handled with IVR menus, call queues, forwarding rules and voicemail. These can be customised to fit how your business works, so customers reach the right person and calls do not go unanswered.

Yes. IVR menus, call routing, voicemail, call recording, queues and department extensions can be included, depending on your plan and setup.

Yes. Branch-to-branch calls are free for all our VoIP customers, wherever the offices are. Remote and mobile staff can use softphone apps as office extensions, with calls routed centrally.

Yes. SIP trunks can be connected to compatible IP PBX, Cloud PBX, SBC or VoIP systems, subject to technical compatibility and network readiness.

Learn about SIP trunking →

Yes. DID numbers can be added to your SIP trunk, Cloud PBX or IP PBX. A minimum 6-month subscription applies, and you will need a DID registration form with company documents. International DIDs also need address verification.

Pricing depends on your plan. See VoIP plans →

On our prepaid plans, calls to Malaysian mobile and fixed lines are RM0.08 to RM0.10 per minute depending on the plan. International calls follow our rates table.

You can find the latest rates on our SIP trunk and VoIP plans pages. Rates are subject to change without prior notice.

Register a free account to receive your SIP username and password. Then set up your SIP-compatible device, such as a softphone, IP phone or VoIP adapter, and you are ready to make free calls to other AlienVoIP subscribers and low-cost calls to landlines and mobiles.

The minimum reload is RM50. Larger reloads come with free bonus credit. See prepaid plans →

Prepaid credit is valid for 1 year from your last reload date. After that, outgoing calls stop until you reload again.

Yes. We recommend and supply Yealink IP phones, DECT cordless phones, conference phones, headsets and related VoIP accessories for offices and customer service teams.

Yealink IP phones · Yealink headsets

Yes. We work with common business telephony platforms and hardware, including Yealink IP phones, Yeastar PBX systems, 3CX phone system deployments and Asterisk-based PBX environments.

Yeastar IPPBX · 3CX Phone System

Yes. AlienCloud PBX SME plans include remote setup and a training session with the one-time activation. On-site setup and training are available at a service charge.

For on-premise PBX and VoIP plans, installation starts from RM100. Cabling and PABX configuration are quoted separately.

Yes. Besides PBX and VoIP, we provide WhatsApp Business API, bulk SMS and SMS OTP for customer notifications and engagement.

WhatsApp solutions · SMS solutions