How to Use the VoIP Integration

In order to view content or perform actions referred to in this article you need to have the appropriate permissions enabled in your security group. Go to System > Setup > Security Groups and access your security group to update your permissions. The relevant security group tab and specific permissions for this article can be found here:

VoIP Integration

To call a customer, employee, contractor, supplier, or contact:

1. Access the card file where the phone number is stored.
   • For example, to call a customer, go to People > Customers, and click the customer card file.
2. Click the icon next to the phone field. This opens the softphone window.
   • The icon is only visible if a phone number is entered in the field.
   • National numbers, such as 1300 and 1800 numbers in Australia, need to include the country code. For example, +611300 999 999.
   • International numbers need to include + or their relevant exit code. For example, +18553386041.
3. To disconnect the call, click the red phone icon.

You can use VoIP to make calls for phone numbers entered in the following fields:

Customer	Site	Employee
Company Phone	Primary Contact Work Phone	Phone
Alt. Phone	Primary Contact Mobile Phone	Emergency Work Phone
Primary Phone	Contact Work Phone	Emergency Mobile
Mobile Phone	Contact Mobile Phone	Emergency Alt. Phone
Contact Work Phone
Contact Mobile Phone
Supplier	Contractor	Company
Work Phone	Phone	Phone
Branch Work Phone	Mobile Phone
Contact Work Phone	Emergency Work Phone
Contact Mobile Phone	Emergency Mobile
Contact Alt. Phone	Emergency Alt. Phone

To manually enter a phone number:

1. Click the icon in the top right corner of the screen. This opens the softphone window.
2. Enter the number using the on-screen number pad, or using your keyboard.
3. Click the icon.
4. To disconnect the call, click the red phone button.

When you make a call using the VoIP integration, the phone number that the call recipient sees depends on your VoIP provider. If you use multi-company, this number is always the one associated with the VoIP server listed in your default company.

VoIP uses your browser's notifications to receive calls.

You may need to allow notifications in your browser, and in your Windows / Mac settings to receive incoming calls.

To receive calls using the VoIP integration, open the softphone window by clicking the icon in the top right corner of the screen. When you receive a call, a notification appears in the bottom right corner of the screen. To answer the call, click the notification.

To receive calls through VoIP, you must have the softphone opened, but it can be minimised.

If the phone number belongs to a contact in Simpro Premium, the caller's name is displayed. If the caller is a customer, supplier, or customer / supplier contact, click the name to open the card file and view their details.

If you use a multi-company build, VoIP only identifies numbers that belong to records that are shared. For example, customers that are shared, or suppliers, if stock is shared. If these settings are not shared, VoIP only identifies numbers recorded in the your default company.

To view call logs, go to Reports > View Reports > VoIP. Learn more in How to Use the VoIP Report.

In the softphone window, you can access the following options and settings:

	Click to hide or show the dial pad.
	Click to access softphone settings and audio settings.
	Click to place the call on hold or take the call off hold.
	Click to mute the call. This can mute either the audio, the microphone, or both depending on your settings.
	Click to transfer the call to another VoIP user.

Your default softphone settings are configured on your VoIP server.

Contact your VoIP administrator before making changes to these settings.