Old vs. new sipgate: what's changing?

Comparison between the old and new sipgate system - changes to channels, routing, devices, statistics and the sipgate app.

In September 2025, sipgate went live with a new telephony system, which all new customers are already using to make calls. Existing customers will also be migrated as soon as all previous features are available in the new web interface. To make getting started easier, the following article provides an overview of all changes:

Channels

In the old web interface, users are created with their own routings. At the same time, there are groups in which several users are grouped together and reachable via a phone number, and channels. In the new web interface, all users have a personal channel. In addition, users can be logged in to several shared channels . The group function is not being built into the new web interface. One advantage of shared channels compared to groups is the number of users: groups are limited to a maximum of 25 users per group. Shared channels can include any number of users. Furthermore, the event list is visible to all members of a channel. In addition, the status of the members of a channel is visible. Admins can also ringing rules activate. For example, this allows a call to ring all users at the same time or be routed in a specific order if the first available user does not answer the call.

Routing

The assignment of phone numbers and extensions in the routing of individual users in the new web interface is only possible through a admin possible. Users without admin rights can continue to define the forwarding rules for no-answer in the new web interface. In addition, the display for all routings will be adapted to channel routings.

Exception: admins can grant editor rights to individual users. The corresponding editors can make additional changes in shared channels that are not available to users.

Devices

In the old web interface, users can create their own routings with up to three connectable devices free of charge. In the new web interface, users have the option of logging in any number of devices in their personal channels any number of devices Also, both the personal channel and all shared channels are displayed in the sipgate app and can be individually activated or deactivated there.

firewall

If you use the sipgate app + firewall rules, you must adjust the firewall rules to sipgate App Neo after migration. You can find all current settings in the following article.

Statistics

Previously, admins could view, in the group statistics, a summary of calls for the past 30 days for the entire group, in addition to the live display of the number of callers in the queue. With the introduction of channels, admins have access to daily up-to-date statistics and can, if needed, individual evaluations of users in a channel. In addition, admins have the authority to individually grant any user, for example the team lead, access to statistics. The retrospective period for statistics has also been extended, so statistics can now be viewed retrospectively for several months. The KPI display has also been expanded with additional parameters.

Sender number

With the new web interface, you can now set a custom sender number in the sipgate app. This can be adjusted individually for each personal and shared channel. It is also possible to set a free sender number.

activity list

The event list in the new web interface is divided into two sections. All incoming and outgoing faxes and SMS are still visible in the logged-in area in the section My telephony → Fax and SMS . All incoming and outgoing calls are now shown only in the sipgate app in the respective channels with the new web interface.

Voice quality

The new platform offers improved voice quality across all devices (app, desk phone, SIM).

Migration and costs

The upgrade from sipgate classic to sipgate neo is free of charge and gradual. All new customers start directly on sipgate neo.

REST API

All changes relating to the REST API and sipgate.io are covered in a separate article.

What changes in the app?

• Setting the caller ID

The sender number is now stored individually for each channel and no longer needs to be assigned to a phone. The individual channels can be selected in the app's omnibar.

• Muting the sipgate app

The desktop app can be disabled as an extension in a channel. Connected external phones are not affected by this setting.

• Display of forwarding

Forwardings are displayed as event type "Forwarding" in the call screen. It shows who the call is forwarded to. The same applies to a manually initiated transfer.

• DND

When DND status is set, users remain logged into their channels. The DND setting is applied to all devices.

• Presence

In the personal channel, users can set the status "not available." They can continue to be available in shared channels without being reachable via their direct phone number. Logging in and out is done via the on/off-button in the channel header or by right-clicking the channel in the sidebar. The status is visible to all members of the account via the app.

• Groups become channels

Every user has a personal channel. Existing groups are converted into shared channels.

• Voicemails also in the inbox

Notifications about incoming voicemails are now also visible in the inbox in the app.

• settings

The app no longer has its own phone list. Reachability is determined via the channels. Webhooks are now a fixed part of the AI features in the new version. Existing beta testers of Smart Answers must switch to the AI features.

• 30-day retention period for calls also applies to the inbox

All events in the inbox are stored for 30 days.

• Team contacts

Team contacts are called preferentially on their personal channel, but can still have multiple phone numbers. The respective contact is selected via the omnibar. If a contact has additional phone numbers, the omnibar displays them with a counter (e.g. "+2").

• Call Logging

Missed calls in personal channels are logged. Missed calls in shared channels are not logged. No logging takes place for forwardings and voicemails.

• AI for all calls when enabled

If users have activated the AI features in the app and use another device to make calls, AI summaries and transcriptions are now also created for those calls.

• CRM integration

All calls run through the channel system, preventing duplicate entries in the CRM. Each call is transmitted only once.

• Mobile app

Users on sipgate neo use the satellite app for their mobile connection to the sipgate account. After upgrading to sipgate neo, the previous sipgate app no longer works. Users must switch to the satellite app and log in there with their existing sipgate login details. We have summarized the most important settings and information about the satellite app in a Help Center article summary.