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SimpleVoIP Connect FAQs

  • Updated

This FAQ covers common questions about SimpleVoIP Connect, including call recording, CRM logging, calling and messaging, mobile usage, routing, reporting, and troubleshooting.

Connect integrates your SimpleVoIP phone system with supported CRM and property management platforms so your team can place, receive, and log communications without leaving their existing workflow.

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Call Recording & Transcription

Can recorded calls or transcriptions be deleted within the SimpleVoIP platform?

Call recordings, transcriptions, and AI-generated notes cannot currently be deleted or modified directly by an end user.

If something needs to be removed, please contact SimpleVoIP Support for assistance.

How long are call recordings retained?

Recordings are retained for one year by default.

If your organization requires longer retention, SimpleVoIP can support storage in your own Amazon S3 bucket.

Can we choose which calls are recorded?

Yes. Call recording can be configured based on your organization's needs.

Recording settings must be configured before a call begins. They cannot be changed retroactively for a call already in progress.

Do we need to tell callers that calls are being recorded?

Recording disclosure laws vary by state and jurisdiction. We recommend including an appropriate recording notice when required.

It is the customer's responsibility to ensure their recording practices comply with applicable laws.

What information can be logged to the CRM after a call?

Depending on your Connect and CRM logging settings, the matching CRM record may include:

  • AI-generated call summaries
  • Sentiment analysis
  • Audio recording links
  • Call transcripts
  • Call details and outcomes

Many customers choose to log a short AI-generated summary rather than a full transcript to keep CRM records easier to read.

Calls & Call Logs

Does Connect support three-way calling?

Yes. Connect supports three-way calling.

You can place one caller on hold, connect with a second caller, and merge the calls into one three-way conversation.

What appears in Connect Call Logs?

Call Logs display calls you participated in, including calls that were not logged to your CRM.

When additional information is available, a Call Log entry may also include CRM logging details, call recordings, AI-generated information, voicemail information, and other call details.

Can I call or text someone directly from Call Logs?

Yes. Call Logs include quick actions that allow you to Call Back or Text a contact directly from their call entry.

Can I block unwanted callers from Connect?

Yes. You can block a caller directly from Call Logs.

Blocking applies across the account, which means future calls from that number will be declined for users on the account. Numbers can be unblocked through the SimpleVoIP portal.

Can I choose my Connect ringtone?

Yes. Connect includes several ringtone options, or you can upload your own audio file.

You can preview your selection before saving it. Your Connect ringtone applies to Connect in that browser and does not change the ringtone on your desk phone or SimpleVoIP Mobile app.

Can I choose which number appears as my outbound Caller ID?

Yes. Connect allows you to choose your outbound Caller ID from the phone numbers available on your account.

Instead of manually entering a number, you can select the appropriate number from a searchable list. You can also leave the setting blank to use your account's default number.

Connect Window & Notifications

Can I open Connect in its own window?

Yes. Connect can be popped out of the browser sidebar into its own window, making it easier to keep Connect accessible while working in other applications or browser tabs.

Can Connect notify me about calls while it is running in the background?

Yes. Connect supports browser notifications for incoming calls.

You can also choose to have the Connect window automatically come to the front when an incoming call arrives.

Devices & Mobile Use

Do I have to use Connect to make and receive calls?

No. Your SimpleVoIP service can work across supported devices, including:

  • Connect
  • Desk phones
  • SimpleVoIP Mobile
  • Microsoft Teams, when configured
  • Other supported SimpleVoIP devices

Connect adds the browser-based CRM experience, such as screen pops and contact information, while your phone service can continue working across your other configured devices.

What would I be missing if I used a desk phone instead of Connect?

You can absolutely use a physical handset.

The primary difference is that the CRM screen-pop and browser-based contact experience are provided through Connect. Calls can still be logged to your CRM when CRM call logging is enabled.

Does Connect work for employees using mobile phones?

Yes.

With SimpleVoIP Mobile configured as the default calling app where supported, calls can route through the SimpleVoIP phone system and supported calls can be logged to the CRM.

The browser-based Connect experience, including CRM screen pops and click-to-call functionality, remains available on desktop.

Can Microsoft Teams be used as the phone?

Yes. Customers with the appropriate Microsoft Teams integration can use Teams as their phone.

When CRM call logging is enabled, supported calls can still be logged to the CRM without requiring the call to be placed directly from the Connect browser window.

Can I access my Google or Microsoft contacts in Connect?

Yes. When you sign in to Connect using a supported Google or Microsoft account, you can display contacts from that provider within the Connect directory.

These contacts are displayed for convenient access while you're signed in. They are not permanently copied or saved into Connect.

CRM Logging & Screen Pops

What happens when an existing CRM contact calls?

If the incoming phone number matches a contact in your connected CRM, Connect can automatically display the matching CRM record.

Depending on your settings, the record can open when the phone rings or when the call is answered.

What if multiple CRM contacts have the same phone number?

If more than one CRM record matches the same phone number, Connect allows the user to select the appropriate contact.

What happens when someone calls who isn't in the CRM?

The call will still come through normally.

If Connect cannot identify a matching CRM contact, the call may not automatically log to a CRM record. Call recordings and AI-generated call information can remain available within SimpleVoIP when those features are enabled.

What happens if a call isn't answered?

Missed calls can still be logged to the connected CRM, allowing your team to see what went unanswered and follow up.

If Connect is closed, will calls to my other devices still be logged?

Yes.

When CRM call logging is enabled, supported calls made or received through your connected SimpleVoIP devices can be logged to the CRM.

You do not need to enable a separate "offline logging" setting.

Are voicemails included in Call Logs?

Yes. Voicemail information can appear directly within the associated Call Log entry, including voicemail transcription when available.

Can voicemails be logged to CRM contacts?

Yes. When a voicemail is associated with a matching CRM contact, voicemail information can be logged to that contact record.

Text Messaging

Can we send and receive text messages through Connect?

Yes. Connect supports one-to-one SMS conversations.

Depending on your configuration, supported inbound and outbound messages can also be logged to matching CRM contacts.

How does SMS logging work?

When Log SMS to Contacts is enabled, supported SMS conversations can be logged to matching CRM records.

Related messages are automatically grouped together to make the CRM communication history easier to read.

SMS logging can be enabled or disabled separately from call logging.

What happens if I receive a text from an unknown number?

If the number does not match a CRM contact, it will not automatically log against a CRM record.

You can also save an unknown number as a contact directly from the SMS conversation and choose the appropriate Connect directory.

Does Connect support a shared text inbox?

Yes. A shared SMS inbox is available for organizations that need multiple employees to access messages sent to a shared number.

Our onboarding team can help configure the appropriate messaging workflow for your organization.

Community Alerts

Can Community Alerts be sent by text message?

Yes. Community Alerts can support SMS in addition to voice alerts.

Can SMS Community Alerts be scheduled?

Yes. Text-based Community Alerts can be scheduled ahead of time and can also be configured as recurring alerts.

Can I see whether a Community Alert was sent by voice or SMS?

Yes. Community Alert history identifies the delivery method used for previous alerts.

Plans, Pricing & Contracts

Do you offer a satisfaction guarantee?

Yes. SimpleVoIP offers a 60-day satisfaction guarantee.

If the service is not a fit during that initial period, you can cancel without penalty according to the terms of the guarantee.

Are promotions or setup-fee offers available?

SimpleVoIP may offer promotions from time to time.

Please contact your SimpleVoIP sales representative for current pricing and promotional offers.

Note: Requirements for enabling a specific CRM integration may vary by platform. Please refer to the setup documentation for your connected CRM or contact SimpleVoIP for assistance.

Routing & Auto Attendants

Can call forwarding be configured for individual users?

Yes. Call forwarding can be configured per user.

Can we have multiple auto attendants for different business lines or phone numbers?

Yes. SimpleVoIP supports flexible auto attendant and call-routing configurations.

Calls can be routed to internal extensions, teams, or external phone numbers based on factors such as:

  • Time of day
  • Day of week
  • Holidays
  • Business hours
  • After-hours rules
  • Other custom routing requirements

Are ring groups supported?

Yes. Calls can be routed to groups of users based on your organization's workflow and scheduling needs.

Can we create holiday or emergency routing?

Yes. Holiday, emergency, and temporary routing can be configured as part of your phone system.

Our onboarding team can help set up these workflows and show administrators how to manage them.

How long does a typical deployment take?

A standard SimpleVoIP deployment is typically completed in approximately two weeks after project kickoff, depending on the size and complexity of the implementation.

Number porting typically takes approximately 7–10 days after the required documentation has been submitted, although more complex implementations may take longer.

Can we keep our existing phone numbers?

Yes. Existing main numbers and direct-dial numbers can generally be ported to SimpleVoIP.

Does Connect support call transfers?

Yes. Connect supports both Blind Transfers and Attended Transfers.

  • Blind Transfer: Immediately transfers the call to the destination.
  • Attended Transfer: Allows you to speak with the destination before completing the transfer.

Calls can be transferred to supported internal extensions or external phone numbers.

Reporting & Analytics

What reporting is available?

Standard SimpleVoIP reporting includes visibility into areas such as:

  • Call volume
  • Calls by user or location
  • Missed calls
  • Team performance
  • Response patterns
  • Trends over time
  • Exportable reporting

Executive reports can also be configured for delivery by email on a daily, weekly, or monthly basis.

Can we report on call activity by user, team, location, or time period?

Yes. The SimpleVoIP reporting platform supports filtering and reporting across a variety of call and organizational data.

Are AI-generated call summaries and sentiment analysis available?

Yes. Connect can include AI-generated call summaries and sentiment information when those features are enabled.

Can we search and analyze call conversations at scale?

Advanced call analysis, including keyword and trend analysis across larger volumes of conversations, is available through Simple Intelligence.

Availability and configuration may depend on your organization's deployment.

International & Remote Workers

Can remote employees outside the United States use SimpleVoIP?

Yes. Remote workers can be assigned U.S. phone numbers or internal extensions depending on your organization's configuration.

Hardware Compatibility

Which desktop phones work with SimpleVoIP?

SimpleVoIP supports a variety of business phone models. Yealink, Poly, and Cisco are among the most commonly used.

Please refer to the current SimpleVoIP approved device list or contact Support before purchasing new hardware.

Call Center & Advanced Use Cases

Can managers monitor or join live calls?

Yes. Live call monitoring and related functionality are available through the SimpleVoIP Call Center offering.

Additional setup and fees may apply.

Does SimpleVoIP support high-volume outbound dialing?

The SimpleVoIP Call Center offering is primarily designed for inbound call center workflows and does not currently provide a high-volume outbound auto-dialer.

Can teams share calls and messages?

Yes.

Shared calling workflows can be configured using features such as ring groups, while shared SMS workflows can be configured using the shared messaging inbox.

Installation & Troubleshooting

What should we check if Connect isn't working correctly?

First, make sure the Connect integration has been enabled and provisioned for your organization and user.

If Connect is not loading correctly or a CRM screen pop is not appearing, try the following:

  • Verify that your browser is up to date.
  • Confirm that Connect has permission to access your microphone and audio devices.
  • Disable any active VPN connection temporarily to test for interference.
  • Temporarily disable antivirus or endpoint-security software that may be blocking the browser extension.
  • Temporarily disable other browser extensions to rule out conflicts.
  • Restart Connect and sign back in.
  • If the issue continues, contact SimpleVoIP Support.

Which browsers does Connect support?

Connect is designed for Chromium-based desktop browsers, including Google Chrome and supported versions of Microsoft Edge.

How do I make SimpleVoIP Mobile my default calling app on Android?

Menu names can vary depending on the Android manufacturer and operating-system version, but the setting is generally located under:

Settings → Apps → Default Apps → Phone App or Calling App

Select SimpleVoIP Mobile / SV Mobile when available.

If your device already has another default calling app selected, you may need to clear its defaults before choosing SimpleVoIP Mobile.

How do I make SimpleVoIP Mobile my default calling app on iPhone?

On supported versions of iOS:

  1. Open Settings.
  2. Tap Apps.
  3. Tap Default Apps.
  4. Tap Calling.
  5. Select SimpleVoIP Mobile / SV Mobile.

Staying Up to Date

Where can I see the latest Connect updates?

Connect includes a What's New section where you can review recent features, enhancements, and fixes.

Click the What's New icon in the bottom-right corner of Connect to view the latest release information.

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