simPRO VoIP Integration: Choosing an Australian Phone Provider

An Australian trade business taking a call through the simPRO softphone, with the caller matched to their customer card.

The short version: simPRO does not sell phone service. Its VoIP integration and built-in softphone are included free with Simpro Premium, but you have to bring your own provider. Any provider supporting standard SIP registration will work in principle — the practical problem is that almost none of them document the settings, so the softphone fails to register and each side blames the other. For Click2Call the working Server Address is sip.click2call.com.au:5060, and the port is the part that catches people out.

What the simPRO VoIP integration actually gives you

It is worth being clear about what you are buying and what you are not. simPRO provides the software layer; your VoIP provider provides the phone service underneath it. Once the two are connected, a phone icon appears in the simPRO menu for every user with credentials on their card, and you get:

Caller identification against your own data. An incoming number is matched to the customer card in simPRO, so the job history is on screen before you say hello. For a trade business this is the whole point — you know who is ringing and what you last did for them.
Click-to-dial from anywhere in simPRO. Ring a customer from the job, the quote or the schedule without retyping a number.
Call logging against records. Calls are logged where the work lives rather than in a separate phone portal nobody opens.

simPRO charge nothing extra for this. You keep your existing provider at your existing rates. That also means simPRO will not sell you a phone number, port your existing one, or answer the phone when the softphone stops registering.

What simPRO needs from a VoIP provider

The requirement is modest on paper: standard SIP registration with a username and password. Most Australian VoIP providers can do that. Three things separate the ones that work smoothly from the ones that eat a fortnight.

1. The provider has to know which port to give you

simPRO’s softphone runs inside your browser. It does not connect to your carrier directly — it goes through a WebRTC-to-SIP gateway, which converts the browser connection into ordinary SIP over UDP or TCP. That gateway does not speak TLS to the carrier.

So if your provider hands you their encrypted TLS port — usually 5061 — the connection never completes and the softphone reports Register failed: Disconnected. It looks exactly like a credential problem, so people spend days re-entering passwords. It is not. It is the port.

How to tell the two apart: Disconnected means the connection never came up — a transport problem, almost always the port. Unauthorized or Forbidden means the credentials were read and rejected. The wording of the error tells you which problem you actually have.

2. Separate credentials per person

simPRO stores VoIP credentials on each employee card, not once for the business, and those credentials are what register that person’s softphone. Two people sharing one set will knock each other offline all day. You need a provider that issues a number or extension per user without charging like a traditional PBX for the privilege.

3. Australian numbers and Australian porting

simPRO is used overwhelmingly by Australian and New Zealand trade and field service businesses. Your customers expect a local landline or a 1300 number, and your existing number is probably the one on every van, invoice and fridge magnet you have ever produced. A provider who cannot port it is a provider you cannot use. See number porting for how that works.

The exact settings for Click2Call

These are the values that work. Copy them as written.

Where	Field	Value	Notes
System → Setup → VoIP	Server Address	sip.click2call.com.au:5060	Port 5060, not 5061. This is the one that catches everyone — see below.
System → Setup → VoIP	Prefix	(leave blank)	Click2Call needs no code to reach an outside line.
System → Setup → VoIP	Country Code	+61	Australia.
System → Setup → VoIP	Area Code	07, 03, 02…	Your local code.
People → Employees → Settings	Username	61755501234	The number in full international format — no plus sign, no spaces.
People → Employees → Settings	SIP Username	(leave blank)	Click2Call uses the number as both username and authorisation name.
People → Employees → Settings	Password	the line password	From Voice → Line Manager — not your portal login password.

One prerequisite before any of it appears: VoIP is hidden until your security group allows it. In simPRO go to System → Setup → Security Groups, open the relevant group, tick VoIP at the bottom of the Admin sub-tab on the Setup tab, tick VoIP on the Reports tab, and save. If the VoIP menu or the softphone icon is missing later, this is why.

The full walkthrough with every screen is in our help centre: connecting simPRO to Click2Call.

The two mistakes that account for most failed setups

Using the portal login password. The password simPRO wants is the line password, found under Voice → Line Manager in the Password column with a View control. It is a different thing from the password you use to sign in to the Click2Call portal. Every phone number has its own. This is the first wrong turn nearly everyone takes.

Using the TLS port. Covered above, and worth repeating because it is invisible: 5060, not 5061.

Beyond those two: simPRO does not support VoIP in Internet Explorer at all, Firefox needs an extra component installed the second time you open the softphone, and a restrictive office firewall may need simPRO’s voice servers allowed — which is why a setup sometimes works from home and not at the office.

Why the provider being Australian matters here

Plenty of overseas VoIP services are cheaper on paper. For a simPRO business they tend to cost more in the ways that are hard to see on an invoice.

Local numbers your customers will actually ring. Offshore providers rarely sell Australian geographic landlines or 1300 numbers.
Porting that works. Moving an Australian number requires an Australian carrier relationship. Local and mobile numbers typically take 5 to 10 business days.
Support in your working day. When the softphone stops registering at 7am on a Monday, a support queue in another time zone is the wrong kind of cheap.
Call data stored in Australia and New Zealand. Recordings and transcripts stay in the region.

Click2Call is $25 per user per month ex GST with no lock-in contract, or $10 per month for an Inbound Business Number if you only need one line answering. There is no separate charge for the simPRO integration — it is standard SIP registration, which every Click2Call number supports.

What you get on top of the integration

The simPRO side handles caller matching and call logging. Everything on the phone system side keeps working the way it would on any Click2Call number, which is where most of the value shows up once the phones are busy:

Recording, transcription and sentiment analysis on every call, so you can settle a dispute about what was quoted without anybody relying on memory. See AI voice tools. Recording is off by default and is switched on per number.
Call queues and a live dashboard for when one person can no longer answer everything — included, not sold as a contact centre upgrade. See call centre features.
An AI receptionist that answers when the team is on the tools and cannot pick up. See phone systems for trade businesses.
A mobile softphone on the same number, since simPRO’s own softphone runs in a desktop browser. Calls ring in both places.

Frequently asked questions

Does simPRO include phone service?

No. simPRO Premium includes the VoIP integration and its built-in softphone at no extra charge, but it is not a phone company and does not sell phone numbers or call plans. You bring your own VoIP provider, keep paying that provider at your existing rates, and simPRO adds the software layer on top — caller identification against your customer cards, click-to-dial from a job, and call logging.

Which VoIP providers work with simPRO?

simPRO's integration works with any provider that supports standard SIP registration with a username and password. That is most Australian VoIP providers in principle. In practice the difficulty is that almost none of them document the correct settings for simPRO, so the setup fails silently and support on both sides blames the other. Click2Call publishes the exact working configuration, including the port that trips people up.

What server address does simPRO need for Click2Call?

sip.click2call.com.au:5060. The port matters: 5060, not 5061. simPRO's softphone runs in the browser and reaches the carrier through a WebRTC-to-SIP gateway that uses SIP over UDP or TCP, so port 5061 — the encrypted TLS port — never completes the connection and the softphone reports Register failed: Disconnected. It reads like a password problem and is not one.

Why does the simPRO softphone say Register failed: Disconnected?

Almost always the wrong port. Change the Server Address to sip.click2call.com.au:5060. Disconnected means the connection never came up at all, which is a transport problem rather than a credential one. A genuinely wrong password produces Unauthorized or Forbidden instead, so the wording of the error tells you which problem you have.

Which password does simPRO need?

The line password, found in the Click2Call portal under Voice then Line Manager in the Password column. It is not the password you use to log in to the Click2Call portal. Each phone number has its own separate SIP password, and using the portal login password instead is the single most common mistake.

Does each employee need their own phone number?

Each person using the softphone at the same time needs their own number or extension, because those credentials are what register the softphone. Two people sharing one set will knock each other offline. Extensions are the usual way to handle this on a Click2Call account.

Can I keep my existing business number when moving to Click2Call for simPRO?

Yes. Local geographic and mobile numbers typically port across in 5 to 10 business days, and 1300 and 1800 numbers can be ported too. Most businesses port the main number once the softphone is tested and working on a new number first.

Are calls made through simPRO recorded and transcribed?

Yes, provided call recording is enabled on that number. Recording is off by default and is switched on per number in the Click2Call portal. Once on, calls placed or answered through the simPRO softphone are recorded, transcribed, summarised and sentiment-scored like any other call, with the data stored in Australia and New Zealand. Australian law requires all parties to be aware that a call is being recorded.

Can I use a different softphone inside simPRO?

No. simPRO state that the VoIP integration only supports their included softphone and that third-party softphones are not supported. You can run the Click2Call softphone app alongside simPRO on the same number, so calls ring in both places — useful for mobile, since the simPRO softphone runs in a desktop browser.

Getting started

If you already run Simpro Premium, the fastest path is a 7-day free trial on a new number: set it up against a test employee card, confirm the softphone registers and calls work both ways, then port your main number across. Nothing on your van has to change until the phones are proven.

The step-by-step version, with every simPRO screen, is at connecting simPRO to Click2Call. If you would rather we did it with you, our Australian support team answers the phone on 1300 884 879.