Common Questions

What does VoIP stand for?

Voice Over Internet Protocol – VoIP uses the same packet based technology as the Internet. In fact your voice is actually turned into data, such that it is simply information that gets transferred via the Internet – the same as web page information is transferred to your computer. Webopedia defines it as a category of hardware and software that enables people to use the Internet as the transmission medium for telephone calls.

Can I receive faxes?

Simtex has a Fax-to-E-Mail or PDF service available. This allows you to advertise your existing ported number, or a new Simtex number and receive faxes in your inbox. Simple!

Can I get a local number in my area?

Simtex can provide local numbers for most areas of Australia, including regional areas. Have a chat to our sales team for more info.

Account Authorisation

Simtex recognises that your personal information is very important to you. We appreciate your trust in providing any such information to us and are committed to protecting it.  We also understand that in some instances you may wish to have another person authorised to represent you or your company.

Please refer to our full Account Authorisation Policy.

How to prevent unauthorised access to your account

We recognise that your personal information is very important to you. We appreciate your trust in providing any such information to us and we are committed to protecting it. We take our responsibility seriously and have processes in place to help prevent any unauthorised access to your account and information. Whenever you speak to us, by phone or email, our team will always first establish your account eligibility.

You can access your account via the My Account portal. To gain access, you will require your account details including your password. You can also elect to have a Secret Questions and Secret Answer to further enhance your security. If you’ve not set one up or can’t remember your details, please contact us by emailing [email protected] or calling 1300 888 519 .

These tools are provided without any cost to you.

What calls are free?

Calls between any Simtex / Zetta connected telephony services are free of charge.  Calls between your extensions, calls to other companies using our VoIP services are free of charge.

Transferring calls between extensions or Simtex / Zetta services is also free of charge.

What are the costs to divert my calls?

Transferring or diverting outside of the Simtex / Zetta network costs (called off-net) as per your current VoIP plan rates with no additional charges on top.

For example, if you had your phone diverted to a mobile, the cost to divert would be the same as if you were calling the mobile.  A call diverted to mobile for say 3 minutes, equates to the cost of normally calling a mobile for 3 minutes.

Can I transfer calls to a mobile or another number?

Yes!  If you would like to transfer a call to a work colleague on-road, or possibly to your own mobile to continue an important call whilst not at your desk, simply transfer to the full mobile number.  Call charges as per the selected mobile rates.

No additional fees for transferred/diverted calls.

Can I add additional lines or handsets?

Yes! As long as you have enough available bandwidth, you can add additional handsets or lines.  Simtex / ZettaNet offer dedicated ADSL plan at a heavily discounted rate if you would like to guarantee voice quality.

Virtual or CloudPBX

Can I use my account on multiple devices at the same time?

The Simple answer is No,

Using the same account credentials on multiple devices will cause the service to malfunction.

You will need to have a separate account for each device that you wish to have connected.

Can i record a personal greeting for my voicemail?

Yes! You can personalise your greetings for each extension and you can personalise the message callers will hear if you are unavailable or decide not to take a call.

What happens if I move?

Not a problem! Simply pick up your handsets and plug them in at your new premises – this is the beauty of a Cloud PBX system.

What is Virtual or Cloud PBX?

A PBX (Private Branch Exchange) is an industry term for a phone system. It is a costly piece of hardware that businesses have traditionally implemented in the past. This hardware controls all the phones in your location.

A Virtual PBX is a phone system that is hosted by a service company such as Simtex / ZettaNet. There is no hardware for you to buy and the system is operated and maintained by us. It also includes many valuable features not found in any standard PBX that you could purchase.

Is there a setup fee?

The setup fee is included in the cost of your handset when purchased or under contract from us. If you would like to use your own hardware, there is a $25 fee per extension.

What handsets are supported? Can I BYO hardware?

We currently support the following handsets:

  • Cisco SPA504G
  • Cisco SPA508
  • Cisco SPA514G
  • Cisco SPA525 / SPA52G2
  • Cisco SPA303
  • Cisco PAP2 / PAP2T
  • Cisco SPA941 / SPA942
  • Cisco SPA962
  • Polycom SoundPoint IP (older handsets may need to be sent to Simtex for upgrades)
  • Polycom SoundStation IP (older handsets may need to be sent to Simtex for upgrades)
  • Polycom VVX 300 / VVX 310
  • Polycom VVX 400 / VVX 410
  • Polycom VVX 500
  • Polycom VVX 600
  • Snom M9 / M9R Cordless
  • Counterpath X-Lite / Bria

Handsets known to work with our system, but unsupported:

  • Snom 3xx Series
  • Yealink

There is a $25 per handset fee for each BYO extension

How many lines are included?

As many as you like! We do not count lines or channels for Virtual/CloudPBX handsets. The limiting factor is your internet connection or how many phones your phone can handle – this is normally between 4 and 20. 20 calls at once would be a fairly complicated juggling act!

How many phones can I use with my internet connection?

Unfortunately this is a difficult question to answer as many factors come in to play. Firstly, if your internet connection is shared between your PC’s and phones, it is possible sending large attachments or sending of large file will adversely affect call quality. This means if you are far from your exchange it may be required to install a separate dedicated DSL line for VoIP.
As a general rule – each call required 70-80K in both directions.

SIP Trunks

What IP addresses do I need to unblock on my firewall?

Updated: 5 Feb 2020

Audio / media traffic flows through various gateways within Simtex, hence if you are having issues with one-way or no-way audio/media you may need to open up traffic from the following ranges and ports.

IP Ranges


  • UDP Port: 5060
  • TCP Ports: 5061-5062


  • UDP Ports: 10000 through 20000


How many calls can I make?

Simtex SIP Trunks allow you to make as many simultaneous outbound calls as you like, we only charge for the calls you make.

Inbound channels or lines can be purchased as an add-on to your SIP Trunk.