# SiteOS Telephony Implementation Guides — Valid8

Source: https://valid8.me/telephony-guides
Last updated: 2026-03-05
Currency: AUD (all prices ex GST)

## Overview

Complete feature breakdown and implementation details for each SiteOS Telephony tier: Red (Essentials), Gold (Professional), and Platinum (Advanced). Each tier is designed for Australian accommodation providers — holiday parks, caravan parks, and resort operations.

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## Red — Essentials

**Replace Your PABX — Every Staff Member Connected on Their Mobile**

A like-for-like PABX replacement at market price. SIP desk phones and softphone PWA apps on any device, auto-attendant, call recording, and business hours routing. Everything you need for a single site — no hardware, no IT contractor, up and running in minutes.

### Pricing
- $29/site/mo + $12.50/user/mo
- Typical: $54/mo (2 users)
- $495 one-off setup
- 1× AU local business number + 1× SMS number
- 500 mins / 50 SMS included

### Core Features
- SIP desk phones + softphone PWA apps on any mobile or browser
- QR code staff onboarding — scan, register, call in 2 minutes
- Auto-attendant & business hours routing
- Call recording & voicemail-to-email
- Free internal SIP-to-SIP calls between all staff
- Extensions & internal staff directory
- Real-time presence & availability indicators
- Basic CDR analytics & call history logging
- 500 pooled minutes / 50 SMS included

### Key Benefits
- Eliminate $5,000–$15,000 PABX hardware cost — $0 infrastructure
- Staff reachable anywhere on site — maintenance shed, pool, campground
- New seasonal staff online in 2 minutes, not days
- Zero internal call costs — SIP-to-SIP between staff is always free
- Price-competitive with AU hosted PBX at $27/user (2 users)
- No ongoing hardware maintenance or specialist IT dependency

### What's Included in Setup
- Number Porting: Full number porting included
- Call Flow Design: Basic IVR
- SIP/Softphone Setup: Up to 3 users
- Training: 1 × 60 min (remote)
- Go-Live Support: ½ day

### Support & SLA
- Support: Email + business hours phone
- SLA: Best-effort uptime

### Business Impact & ROI
- Save $5,000–$15,000 immediate hardware cost vs PABX replacement
- Eliminate IT contractor setup fees ($500–$2,000 per install)
- Reduce missed internal communications by 70%+ with mobile-first softphones
- Onboard seasonal staff in 2 minutes vs days with traditional PBX configuration

### Ideal For
- Parks currently running or looking to replace ageing PABX hardware
- Smaller operations with 2–5 staff needing basic cloud calling
- Sites wanting to test cloud telephony before adding guest intelligence
- Operations with simple call routing needs — reception, maintenance, management
- Budget-conscious parks wanting immediate infrastructure savings

### Honest Limitations
- No visual call flow builder — routing configured by team, not self-service
- No guest record integration — calls not linked to booking records
- No multi-site routing — single site only
- No AI agent integration — after-hours calls diverted or unanswered
- No ring groups or caller type detection
- No internal team chat
- 3-month recording retention (vs 12 months on Gold)

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## Gold — Professional (Most Popular)

**Connect Your Sites. Know Your Caller. Self-Service Everything.**

Everything in Red plus visual call flow builder, multi-site routing, and guest intelligence. When a guest calls, their booking record appears on screen — no other telephony provider in the Australian accommodation market can do this. Managers design and update call routing without IT support.

### Pricing
- $59/site/mo + $15/user/mo
- Typical: $104/mo (3 users)
- $795 one-off setup
- 1× AU local number per site + 1× mobile (inbound + outbound)
- 1,000 mins / 150 SMS included
- Connected sites: $29/site/mo additional

### Enhanced Features (Beyond Red)
- Visual Call Flow Builder — drag & drop routing design, no technical skills needed
- Cross-site routing & free inter-site calls between properties
- Guest record on screen when the phone rings (caller ID → booking)
- One-click call-out from booking record
- Ring groups, hunt groups & caller type detection
- Role-based softphone views (reception, maintenance, management)
- Advanced CDR analytics & 12-month recording retention
- Internal team chat between staff
- Dual-provider SIP support & conference bridge
- 1,000 pooled minutes / 150 SMS included

### Key Differentiators from Red
- Guest Record on Screen — no other AU park telephony shows booking context on inbound calls
- Self-Service Call Design — managers update routing without IT contractor
- Multi-Site Routing — cross-site overflow captures missed bookings from sister properties
- Free Inter-Site Calls — zero cost calls between all connected properties
- One-Click Call-Out — call guests directly from their booking record
- Caller Type Detection — classify callers as guest, supplier, prospect automatically

### What's Included in Setup
- Number Porting: Full number porting included
- Call Flow Design: Multi-site flows
- SIP/Softphone Setup: Up to 8 users
- Training: 2 × 60 min (remote)
- Go-Live Support: 1 day

### Support & SLA
- Support: Email + extended hours phone
- SLA: 99.5% uptime
- Quarterly business reviews

### Business Impact & ROI
- Guest record saves 2 minutes per call × 30 calls/day = 1 hour/day of reception time
- Cross-site overflow captures an average of 3 missed bookings/week ($180/night avg.)
- Eliminate IT contractor call-outs for routing changes ($200–$500 per visit)
- At 3 users: $34.67/user — competitive with AU hosted PBX with far more capability

### Ideal For
- Parks with 3–10 staff across reception, maintenance, and management
- Multi-site operators wanting cross-site call routing and overflow
- Operations wanting guest booking context on every inbound call
- Managers who want to control call routing without IT dependency
- Parks considering but not yet ready for full AI agent integration

### Honest Limitations
- No AI agent integration — after-hours calls still require human staff or diversion
- No AI Whisper — no live prompts during calls
- No automated SMS booking forms
- No guest lifecycle workflows or AI call summaries
- No ROI attribution or revenue tracking from calls

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## Platinum — Advanced

**AI in Every Call. Automation in Every Workflow. Provable ROI.**

Everything in Gold plus full Voice AI integration. AI Whisper provides live prompts during calls — suggesting upsells, answering complex queries, and guiding staff in real-time. AI Concierge handles after-hours calls. Automated SMS booking forms and guest lifecycle workflows with provable ROI attribution.

**Requires:** Voice AI module + Messaging Hub module

### Pricing
- $99/site/mo + $19/user/mo
- Typical: $194/mo (5 users)
- $1,295 one-off setup (+$1,995 AI Whisper setup)
- 1× AU local number per site + 1× mobile (inbound + outbound)
- 2,000 mins / 300 SMS included
- Connected sites: $39/site/mo additional

### Premium Features (Beyond Gold)
- Voice AI warm handoff — AI passes full call context when escalating to staff
- AI Whisper — live prompts, upsell suggestions, and query assistance during calls
- AI Concierge — after-hours automation handles routine bookings 24/7
- Automated SMS booking forms — send booking links mid-call
- Guest lifecycle workflows & state machine
- AI call summaries — post-call analysis and quality scoring
- ROI attribution — track revenue directly attributable to AI-assisted calls
- Geo tracking & voice quality tuning
- 2,000 pooled minutes / 300 SMS included
- 12-month recording retention

### Ultimate Differentiators from Gold
- AI Whisper — no other AU telephony system whispers upsell prompts during live calls
- Warm AI Transfer — AI answers, then hands off to human with full context
- ROI Attribution — prove exactly which revenue came from AI-assisted calls
- AI Concierge — 24/7 after-hours booking automation, not just voicemail
- Guest State Machine — automated lifecycle workflows from enquiry to checkout
- Native Voice AI Integration — Telephony and Voice AI share the same infrastructure

### What's Included in Setup
- Number Porting: Full number porting included
- Call Flow Design: AI-integrated flows
- SIP/Softphone Setup: Up to 15 users
- Training: 3 × 90 min (remote or on-site)
- AI Prompt Engineering: Included — tailored to your property
- Go-Live Support: 2 days

### Support & SLA
- Support: Email + priority 24/7 phone
- SLA: 99.9% uptime
- Dedicated account manager
- Quarterly business reviews

### Business Impact & ROI
- AI Whisper conversion uplift: average 15% increase in upsell revenue per call
- AI Concierge captures after-hours bookings worth ~$9,750/month (typical park)
- Automated SMS booking forms reduce reception workload by 40%
- AI call summaries flag quality issues — reduce complaints by 25%
- ROI attribution proves value: typical parks see 20:1 return on Platinum investment

### Ideal For
- Parks with 5+ staff wanting AI-assisted call handling
- Operations running or planning Voice AI Booking Manager (required dependency)
- Sites wanting complete after-hours coverage with AI booking automation
- Revenue-focused operators wanting provable AI attribution
- Multi-site groups wanting the most advanced unified communications platform

### Honest Limitations
- Requires Voice AI and Messaging Hub module subscriptions for AI features
- Higher setup investment ($1,295 + $1,995 AI Whisper) requires planning
- Guest record linking requires RMS.Cloud connection — other PMS on request
- AI Whisper effectiveness improves over time as it learns your property context

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## Competitive Comparisons

### SiteOS vs. Traditional PABX Hardware

| Factor | Traditional PABX | SiteOS Red |
|---|---|---|
| Hardware Cost | $5,000–$15,000 | $0 |
| Installation | Days + IT specialist | QR code scan, 2 minutes |
| New Staff Setup | PABX programming, IT call-out | Self-serve QR code onboarding |
| Staff Mobility | Desk-bound extensions only | Any mobile device, anywhere on site |
| Maintenance | Annual service contract ($1,000+) | Included in subscription |
| Guest Record Integration | None | Automatic (Gold+) |
| After-Hours AI | None — voicemail | AI Concierge (Platinum) |
| Multi-Site | Separate PABX per property | Cross-site routing (Gold+) |

### SiteOS vs. Generic Cloud UCaaS

| Factor | Generic Cloud UCaaS | SiteOS Platinum |
|---|---|---|
| Pricing | $30–$55/user/month | $99/site + $19/user (5 users = $38.80/user) |
| Guest Record Linking | None | Automatic — caller ID → booking record (Gold+) |
| AI Agent Integration | Expensive add-on or none | Native — shares Voice AI infrastructure |
| AI Whisper | Not available | Included — real-time prompts during calls |
| Holiday Park Workflow | Generic business comms | Purpose-built for accommodation ops |
| RMS.Cloud Integration | None | Native integration, live booking data |
| QR Staff Onboarding | Standard IT provisioning | 2-minute self-serve onboarding |
| ROI Attribution | None | AI-attributed revenue tracking |

### SiteOS vs. AU Hosted PBX

| Factor | AU Hosted PBX | SiteOS Gold |
|---|---|---|
| Pricing | $29–$45/user/month | $59/site + $15/user (3 users = $34.67/user) |
| Seasonal Staff Onboarding | IT contractor or admin setup | QR code — 2 minutes, self-serve |
| Guest Data Integration | None | Guest record on screen when phone rings |
| After-Hours AI | None — voicemail only | AI Concierge available (Platinum) |
| Multi-Site Routing | Separate system per site | Cross-site routing & free inter-site calls |
| SMS Guest Messaging | Extra cost or separate product | Included (150 SMS/mo) |
| Call Flow Self-Service | IT contractor required | Visual builder — manager-driven |
| Caller Intelligence | None | Caller type detection, guest history on screen |

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## The SiteOS Telephony Difference

- **Carrier-Grade Infrastructure** — Built on the same cloud infrastructure powering the world's largest communications platforms. Not consumer VoIP.
- **Native AI Integration** — Telephony and Voice AI share the same infrastructure. Warm transfers pass full call context. AI Whisper prompts during live calls. No third-party bridge.
- **Start Simple, Grow When Ready** — Red replaces your PABX. Gold adds guest intelligence and multi-site. Platinum adds AI. Each step justified by quantifiable value.
- **Accommodation-First Design** — Guest record auto-linking, RMS.Cloud integration, seasonal staff onboarding, role-aware PWA — features generic UCaaS providers don't even know you need.

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## Telephony Fair Use Policy

This Telephony Fair Use Policy applies to all SiteOS Telephony tiers (Red, Gold and Platinum). Its purpose is to ensure that all customers receive a reliable, high-quality service at a predictable price while protecting Valid8 and other customers from usage patterns that are inconsistent with normal accommodation operations.

### Intended Use

Telephony is designed for staff-to-staff communication across reception, maintenance, housekeeping and management, guest and supplier calls, and operational SMS such as confirmations, updates and booking links. It must not be used primarily for outbound telemarketing, lead-generation campaigns, high-volume contact-centre services, bulk or programmatic SMS marketing, or resale of calling or messaging capacity to third parties.

### Included Usage & Overage

Each tier includes a monthly allowance of pooled voice minutes and outbound SMS (and, for Platinum, AI-related handling) as set out on the Telephony Pricing page and in your Order Form. Usage above those allowances is billed at the overage rates published for your tier. Valid8 may update overage rates from time to time; any changes will be communicated in advance and will not apply retrospectively.

### Unreasonable or Excessive Use

Valid8 may regard your usage as unreasonable or excessive where, acting reasonably, it determines that:

- your total monthly call or SMS volumes are materially higher than those of a typical accommodation customer of similar size on the same tier,
- your call or message patterns show characteristics of call-centre, dialler or bulk-marketing activity, or
- your usage materially degrades, or is reasonably likely to degrade, service quality for other customers.

As a guideline, sustained usage at more than **200% of your tier's included minutes or SMS for two consecutive months** is likely to be considered excessive.

### Response to Excessive Use

Where Valid8 reasonably considers your use to be unreasonable or excessive, it may:

- notify you and recommend a different tier or custom pricing,
- apply the published overage rates to the excessive portion of your usage,
- temporarily restrict, suspend or rate-limit the specific activity, or
- terminate the service in accordance with the master service terms.

Except in urgent cases, Valid8 will give at least **14 days' notice** before applying any restriction.

### Transparency

Valid8 aims to apply this Fair Use Policy in a reasonable and transparent way. Customers remain responsible for all usage and any overage charges incurred in line with their tier inclusions and this policy.

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## Links
- Pricing: https://valid8.me/telephony
- Guides: https://valid8.me/telephony-guides
- Contact: https://valid8.me/contact