Connecting simPRO to Click2Call
simPRO Premium has a built-in softphone that can place and answer calls on your Click2Call numbers, with the caller matched to the right customer card. Setup takes about twenty minutes — and hinges on one field that is easy to get wrong.
Last reviewed: September 2026
The setting that catches everyone
In simPRO’s Server Address field, use port 5060, not 5061:
sip.click2call.com.au:5060
simPRO’s softphone reaches us through a WebRTC gateway that speaks ordinary SIP over UDP or TCP. Port 5061 is our encrypted TLS port, which that gateway does not use, so the connection never completes and the softphone reports Register failed: Disconnected. It looks like a password problem and is not one.
Setting Up simPRO, Step by Step
Turn on the VoIP permission in simPRO
VoIP is hidden until your security group allows it. In simPRO go to System → Setup → Security Groups and open the relevant group.
- On the Setup tab, tick VoIP at the bottom of the Admin sub-tab.
- On the Reports tab, tick VoIP.
- Click Save and Finish.
If the VoIP menu or the softphone icon is missing later on, this is almost always why.
Connect simPRO to Click2Call
Go to System → Setup → VoIP and switch Integration to ON. Then fill in four fields:
| Server Address | sip.click2call.com.au:5060 The port matters. See the box above. |
| Prefix | Leave blank. Click2Call does not need a code to reach an outside line. |
| Country Code | +61 |
| Area Code | Your local code — 07 for Queensland, 03 for Victoria, and so on. |
Click Save. If you run a multi-company build, VoIP has its own sharing setting under System → Setup → Company — either share one set of details across all companies, or configure each one separately.
Get the line password from Click2Call
In the Click2Call portal open Voice → Line Manager. Each number has a Password column with a View control that reveals the SIP password for that line.
This is not your portal login password. The password you use to sign in to the Click2Call portal will not register a phone. Each phone number has its own separate SIP password, and that is the one simPRO needs. This trips up nearly everyone the first time.
Treat the line password as a credential. Anyone holding it can register a device as that number and place calls billed to your account.
Add the credentials to each employee
simPRO stores VoIP credentials per person, not once for the business. For each employee who needs the softphone, go to People → Employees (or Contractors), open their card, and select the Settings sub-tab.
Under VoIP Details:
| Username | The Click2Call phone number in full international format, no spaces and no plus sign — for example 61755501234 for 07 5550 1234. |
| SIP Username | Leave blank. Click2Call uses the number as both the username and the authorisation name. |
| Password | The line password from step 3. |
Click Save and Finish.
Each person needs their own Click2Call number or extension. Two people sharing one set of credentials will fight over the registration — whoever logged in last gets the calls.
Open the softphone and test
Once the integration is on, a phone icon appears in the simPRO system menu for every user who has VoIP details on their card. Click it to open the softphone, then ring the number from a mobile.
The softphone shows the registration state at the top. Anything other than a connected state means it has not registered — the troubleshooting below covers what each message means.
Troubleshooting
Register failed: Disconnected
The Server Address is on the wrong port. Change it 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 — so no amount of changing passwords will fix it.
Unauthorized, Forbidden, or a 401 or 403 error
This one is the credentials. Check you have used the line password from Line Manager and not your portal login password, and that the username is the full international number with no plus sign and no spaces. Re-type rather than paste — a trailing space is easy to miss.
The softphone icon is missing from the menu
Either the integration is off under System → Setup → VoIP, the user has no VoIP details on their employee card, or their security group does not have VoIP ticked. Work through those three in order.
It does not work in Internet Explorer
simPRO does not support VoIP in Internet Explorer at all. Use Chrome or Edge.
It fails in Firefox
Firefox needs an extra component. Open the softphone, close it, and open it again — a prompt to install the NS Service Plugin should appear. Install it, click OK in the softphone, then close and reopen the softphone once more.
It works from home but not in the office
A restrictive firewall is blocking simPRO’s voice servers. simPRO’s softphone connects through MizuPhone, so your IT administrator may need to allow rtc.mizu-voip.com, www.webvoipphone.com and the related MizuPhone addresses that simPRO publish in their setup guide.
Calls connect but there is no audio one way
Almost always the firewall again, blocking the media rather than the signalling. The same MizuPhone addresses need to be reachable, and outbound UDP must not be blocked.
You want to use a different softphone inside simPRO
You cannot. simPRO state that the VoIP integration only supports their included softphone and that third-party softphones are not supported. You can of course run our softphone alongside simPRO on the same number.
Frequently Asked Questions
Why port 5060 and not 5061?
simPRO’s softphone runs in your browser and reaches us through a WebRTC-to-SIP gateway, which converts the browser’s connection into ordinary SIP over UDP or TCP. Port 5061 is our encrypted TLS port and the gateway does not speak it, so the registration never completes. Port 5060 is the one that works.
Which password does simPRO need?
The line password, found in the Click2Call portal under Voice → Line Manager in the Password column. It is not the password you use to log in to the portal — those are two different things, and using the login password is the single most common mistake.
What format should the username be in?
The phone number in full international format with no plus sign and no spaces — 61755501234 rather than 07 5550 1234. Leave the optional SIP Username field blank.
Do calls through simPRO still get recorded and transcribed?
Yes, provided recording is switched on for that number. Recording is off by default and has to be enabled per number under Voice → the line → Other Settings → Call Recording. Recordings, AI transcripts and sentiment scores then appear under Account → Records alongside every other call. See viewing call recordings. Australian law requires all parties to know the call is being recorded.
Does each employee need their own phone number?
Each simultaneous user needs their own number or extension, because the credentials are what register the softphone. Two people sharing one set will knock each other offline. Extensions are the usual way to do this — see adding an extension.
Can I use simPRO on my mobile as well?
The simPRO softphone runs in a browser on a computer. For mobile, register our softphone app on the same number and you will get calls in both places.
Do I need a SIP trunk instead of numbers?
No. simPRO registers as a device against each phone number, exactly like a desk phone or a softphone, so ordinary Click2Call numbers are what you want. A SIP trunk is for connecting a physical PBX, which simPRO is not.
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Still need help?
Our Australian support team is available to assist you.