Setting Up a Softphone and Fixing Registration Problems

Which softphones work with Click2Call?

Any standard SIP softphone can usually connect with the same credentials, but Click2Call can only help configure the apps above. If you want someone else to set up a third-party app for you, managed setup is available — see Pricing. Using simPRO? It has its own guide: Connecting simPRO.

Where are my SIP credentials?

Log in to the portal, open Voice → Line Manager. Every number is in the Phone Numbers table and every extension in the User Extensions table.

What the password field means

Each number and extension has its own line password, separate from the password you use to log in to the portal. New numbers have no password: the box is empty, which is why the app cannot log in. Type any password into the box on that number's row and click Save Changes (bottom right). The eye icon under the Password heading shows or hides the saved value. If you change it later, every device using that number must be updated, or it will stop registering.

One set of credentials per device is the safest setup. When two devices log in with the same number, the one that registered last can take the calls.

Why do calls stop arriving when the app is closed on iPhone?

iOS suspends apps that are not on screen. A phone app can only ring while it is closed or the iPhone is locked if it uses Apple's VoIP push notifications: a push server wakes the app when a call arrives. If push is not working for an app, it rings while open and goes quiet as soon as it is in the background — the exact symptom most people report.

The Secure VoIP app supports background calls on a best-effort basis: it usually rings when it is closed or the iPhone is locked, but iOS does not guarantee it, so some calls may not ring. If you can't afford to miss calls, use one of the options below.

What you can do now

• •Use Linphone on iPhone — it is the recommended app for receiving calls in the background on iOS. Follow the Linphone guide, allow notifications, and turn on Background App Refresh for it in Settings → General → Background App Refresh.
• •Don't swipe the app away — force-quitting an app on iOS stops it receiving calls until you open it again.
• •Ring your mobile as well — the most reliable option is to have the number ring your mobile at the same time as the app. See Ring Your Mobile and Still Get Voicemail.

How do I check whether a line is registering?

Can support see failed registration attempts?

Yes — contact support with the number or extension and the time of a failed attempt, and we'll check for you. Noting the exact time makes it much quicker to trace.

What common errors mean

• •Login refused or authentication failed — the username or line password is wrong, or no password has been set yet.
• •Registration failed: Disconnected — usually the transport or port does not match. Check the transport setting, or switch to TCP or UDP on port 5060.
• •A chirping or Morse-code-like tone when you dial out — the number was not dialled in a format the network accepts. Try the full number with the area code.

Before you contact support: a quick checklist

• •A password is set on the line in Voice → Line Manager, and the app uses that password — not your portal password
• •The username is the number (or extension Login) exactly as Line Manager shows it
• •The domain is sip.click2call.com.au and the transport matches the port
• •No other device is using the same credentials
• •Notifications are allowed for the app, and on iPhone Background App Refresh is on
• •You have tried mobile data instead of Wi-Fi, to rule out the office router
• •You have tried a second app (Linphone) with the same details, to rule out the app

Still stuck? Email [email protected] with your account number, the number or extension, the app and version, your device and operating system, the time of a failed attempt, and a screenshot of any error. Never send your password.