Zultys

A. First, check that your internet is up and working. If it isn’t, then that most likely is the problem. If your internet is up and working, check the IP address you’re using for the URL and make sure it’s the correct one (usually a public or external address). Verify that your user name and password are correct (they are case sensitive).

A. Click on “Role” at the top of the MXIE screen and click “Buddies”. If your Buddy List is still missing then it’s most likely undocked from your MXIE screen. Shrink your MXIE screen (don’t minimize it, just make it smaller) and see if your Buddy List is behind it or any other applications you have open on your desktop. When you find it, drag it back to your MXIE screen and dock it.

A. The number it tells you to call from the device begins with * star (i.e. *270006). Make sure you’re pressing the * key first.

A. You will need a PIN number to activate it. Check with your system administrator to make sure you have the correct PIN number.

A. Go to your internet browser and enter www.speedtest.net
It will calculate your up speed and your down speed.
Minimum bandwidth needed: 80 kb
Minimum upload or download speed needed: 1meg

A. In MXIE, go to File > Preferences > Softphone > Audio Parameters. Click on Second Call Tone and in the drop down menu select NO TONE. Click on APPLY.

A. Does your MAC have a USB port for a headset? If it does and you plug in your headset but the MAC doesn’t recognize it, then it’s probably a setting in the MAC operating system. Try to set the USB as the default device. (See directions below). If you’re using blue tooth or some other wireless headset, then in step 4 you would select that instead.

Set the Default Plug-In Action for a USB Device
You can set whether a USB device connects to your Mac or to your virtual machine whenever you attach the device. This setting can be different for each virtual machine. If you set the default plug-in action for a virtual machine, but the virtual machine is not powered on when you attach the device, the device attaches to the Mac.

Prerequisites:
VMware Fusion must be open, with a virtual machine powered on.

Procedure:
1 From the VMware Fusion menu bar, select Window > Virtual Machine Library.
2 Right-click the image of the virtual machine and click Settings.
3 In the Removable Devices section, select USB & Bluetooth.
4 Select the USB device from the list.
5 Select a plug-in action from the pop-down menu for the device.

A. The problem could be due to call handling rules you’ve created.
In MXIE, go to File > Preferences > Call Handling. If you have call handling rules, read through them to make sure they are set up properly and make sense. If you have more than one rule, make sure they don’t conflict with each other. Remember, if the box in front of the rule is checked, the rule is active. If the box isn’t checked, the rule is inactive.

A. You need to have a SIP ALG compatible router and then have the feature disabled on your router.

A. You need to have a SIP ALG compatible router and then have the feature disabled on your router.

A. SIP ALG stands for Application Layer Gateway, and is common in many commercial routers. It intends to prevent some of the problems caused by router firewalls by inspecting VoIP traffic (packets) and if necessary modifying it. Many routers have SIP ALG turned on by default.

A. Even though SIP ALG is intended to assist users who have phones on private IP addresses, in many cases it is implemented poorly and actually causes more problems than it solves. Providers often find that the SIP ALG modifies SIP packets in unexpected ways, corrupting them and making them unreadable. This can give you unexpected behavior, such as phones not registering and incoming calls failing. Therefore if you are experiencing problems we recommend that you check your router settings and turn SIP ALG off if it is enabled.

A. The method to disable SIP ALG will depend on your router. If it was supplied by your Internet Service Provider (ISP), check with them. If they can’t (or won’t) turn it off, then see if they can tell you where to get to the “settings” in your router. If you provided the router, check the manufacturer’s handbook that came with your device. Alternatively, check the internet and support forums for advice (type your router make and model into a search engine, along with “disable SIP ALG”).

A. No. SIP ALG is just a NAT setting and has no effect on the inbound security of your router.

A. A request that has come up several times is whether calls can ring on both the headset and the computer.  This is important for users that don’t wear their headsets all day.  Although calls can’t ring on both the headset and the computer, there is a way to make calls ring on the computer only even when the headset is plugged in. 

In user preferences, go to softphone > audio parameters.  Click on “Play ring tone using…”.  In the drop down menu (even though none of the choices reference a motherboard speaker) scroll down and select “speakers/headphones”.   If the computer has speakers the calls will ring on the computer. 

A. If you’re using the computer keyboard to make your selection it won’t register. Make your selection from the softphone keypad on the MXIE screen by clicking on the desired number.

• from desktop, click on MXIE icon to open
  • Login is (ask your system administrator)
  • Password is 43510
  • URL is (ask your system administrator)
• check box to “remember password”
• click OK

• click on FILE (top left in main menu), then select “Bind to…”
• OR
• click “Bind to…” (lower left hand corner in Status Bar)
• select “Bind by a call from the device”
• click on NEXT
• from the phone you wish to bind to, call the number exactly as it is displayed (*270xxx) and press #
• click NEXT

• click on presence bar to open drop down menu
• select a presence icon (available, not available, busy, etc)
• type a note (optional)
• to delete note, click on red X to right of note window

• right click in area under “Buddies”
• to create a group, select “Create a group”
• type name of group
• to add names, open “Address Book” and drag and drop names to appropriate group
• can also right click on group name and select “Create New Entry”

• right click on name in Buddy list
• select “Send an instant message”
• type message in message window
• press enter to send

• click on FILE (top left in main menu), then select “Preferences”
• OR
• click on Call Handling Rule Status icon in lower left corner
• highlight “Call Handling” from list on left hand side
• click on NEW
• enter name of new rule (ex: “Find Me”)
• check events you want to apply, conditions to apply, actions to apply
• enter information under “Rule Description”
• click on OK
• click on APPLY
• to deactivate a rule, uncheck the box in front of the rule

Click on the icon that resembles a hand.

Click on

scroll down Buddy List to the user, click on call and drag and drop on the user’s name

OR

click on , click on Address Book, select user, click again

• right click on call
• click on “send to user voicemail”
• choose individual from Address Book
• click “‘ok”
• click “to voicemail”

click on
pop up window will show what number call is parked to

click on
highlight parked call
click on “PICKUP”

click on in call window

click on (Voicemail)
select recording from voicemail pop-up window

• call first party
• right click on the call in the call window
• select “create conference” (this puts first party on hold)
• call second party
• after announcing conference call to second party, drag and drop them into the first call window
• repeat these steps to add additional parties

CTL + F12Calls highlighted number from any application

A. With the caller on the line, press TRANSFER (caller is put on hold). Enter *86 then extension/mailbox number. Press TRANSFER again.

A. Yes. Enter *86 and the extension/mailbox number you want to leave a message in followed by #.

A. Yes. When their greeting starts playing, press any key. You will then hear the “beep” to record.

A. You must activate the greeting you want to play. To activate a greeting, log into your mailbox. At the main menu, press 4 to access mailbox options. At the next menu, press 2 to record your name or greeting. Then press 4 to activate a greeting. Enter the greeting number you want set as active. Hang up. Don’t forget to change your greeting when you return!

1. Log in
Press MESSAGE (or enter * 86 #)
At the prompt to enter password, enter 43510 followed by #

“NEW MAILBOX SETUP” tutorial

2. Set your password
Enter your new password (min. 4 digits – max. 16 digits)
Press 1 to accept password, press 2 to re-enter

3. Record your name
At the tone, speak your name (“Chris Brown”)
Press # when finished recording
Accept your name by pressing 1 or press 2 to re-record
Press 1 to continue

4. Record your personal greeting
Press 1 to record
At the tone, speak your greeting
Press # when finished recording
Accept your recording by pressing 1 or press 2 to re-record
Press 1 to continue

Congratulations! You have successfully completed setting up your mailbox. You may now hang up.

From your desk phone
Press MESSAGE (or VOICEMAIL or enter * 86 #)
Enter your password and #

From another desk phone
Press MESSAGE (or VOICEMAIL or enter * 86 #)
Press #
Enter your mailbox number and #
Enter your password and #

From MXIE
Click on the VOICEMAIL icon in tool bar

From an outside phone
Call your direct number, a designated “backdoor to vm” number or the main number
When you hear the greeting, press #
Enter your mailbox number and #
Enter your password and #

From any phone
Press MESSAGE (or VOICEMAIL or enter *86#)
Press * to log into a group mailbox
Enter group mailbox number and #
Enter your personal mailbox number and #
Enter your password and #

From MXIE
Click on “you have a message”
Select a message to listen to and highlight it
Click on the green handset icon to play message

1 – Review messages
2 – Scan messages
3 – Send Message
4 – More options

From the Main Menu, press 1 to review messages

Options while listening to messages:
1 Repeat
7 Rewind (3 seconds)
8 Pause/Resume
9 Skip forward (3 seconds)
# Play next message
* Skip date/time

Options after listening to messages:
2 Save
3 Erase/Delete
4 Reply
5 Forward
6 Play previous message

From the Main Menu, press 4 to enter More Options menu

1 Change Personal Profile
      1 Change password
      * Return to main menu
2 Record your name or greeting
      1 Record name
      2 Record greeting (1 – 4)
      3 Play name and greetings
      4 Activate greeting
      * Return to main menu
5 Control your presence

6 Call Forwarding
      1 Activate/deactivate
      2 Review settings
      * Return to main menu
* Return to main menu

Enter the telephone number and press # (Send) or press the DIAL soft key.

Enter the extension number and press # (Send) or press the DIAL soft key.

Press SPEAKER and place handset in the cradle.

With the caller on the line, press TRANSFER. This puts the caller on temporary hold. Enter the extension number or an external number and press # (Send) or press the DIAL soft key. After announcing the call, hang up. To BLIND TRANSFER, press TRANSFER, enter the extension number or external number and press TRANSFER again.

Note: To cancel a transfer and return to the original call, press the CANCEL soft key.