FAQ

Where do I obtain MXIE?

Download the installer from the web page of your MX which is provided by your system administrator.

Which versions of the OS support MXIE?

Windows XP (SP2), Vista, 7, 8, 8.1,10, MacOS 10.6 through 10.12, Linux CentOS 6.4

Windows Terminal Server (Microsoft Remote Desktop) (All functions except Softphone audio and TAPI)

Other terminal services such as Citrix, etc. have not been tested. They are likely to work but are not officially supported.

How do I install the FAX print drivers for Windows and Macintosh?

Windows: Download and install the appropriate print driver from the web page of your MX.

Troubleshooting Installer was interrupted before Zultys Fax Printer could be installed (Windows 7, 8.0/8.1 and 10)

In some cases you may see this notification, which is the result of Microsoft patch KB3072630 and only affects the installation of the driver.

Once the print driver is installed it will work correctly.

  • Launch “regedit”
  • Locate and click the following subkey in the registry:
  • HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Microsoft\Windows\Installer
    • Note: If this subkey does not exist, create it.
  • In the ‘Edit’ menu, point to ‘New’, and then click ‘DWORD Value’.
  • For the DWORD name, type “RemappedElevatedProxiesPolicy”, and then press ‘Enter’.
  • Right-click “RemappedElevatedProxiesPolicy”, and then click ‘Modify’.
  • In the ‘Value’ data box, type 1, and then click ‘OK’.
  • Install Zultys Fax Driver
  • After the application installs successfully, reset the RemappedElevatedProxiesPolicy’ DWORD value to “0” to re-enable the security fix for KB 3072630.

Macintosh: The print driver is already installed with MXIE but it must be configured on the Mac Configure (one time only).

  1. Select Print from application’s File menu.
  2. Click on PDF drop down, then Edit Menu command.
  3. From Printing Workflows dialog, press + icon.
  4. Browse to Zultys folder in Applications. Choose ‘Fax with MXIE‘.

Usage Windows and Macintosh:

  1. Select Print from application’s File menu.
  2. Click on Printers (Windows) or PDF drop down (Macintosh) and choose ‘Fax with MXIE‘ (Macintosh) or “Zultys FAX” (Windows)
  3. MXIE Fax Wizard will then be displayed allowing user to input recipient details and related information.
    Note: make sure the resolution setting is Fine (not normal) for high quality
How do I improve the resolution of Faxes sent on Windows?

For best quality of fax image, when printing a Fax, be sure the Resolution on the Format screen is set to Fine (not Normal). To permanently set the resolution, follow the instructions below.

  1. Open Devices and Printers from the Start button
  2. Right click on the Zultys FAX device and select Printer Properties (not Printing Preferences)
  3. Click on the Preferences… button in Zultys Fax Properties window
  4. Make the settings the way you want
    1. Force FAX resolution check the box for Create faxable image and click the radio button for 201×196 DPI
    2. Graphic Resolution can be changed as well to Fine 201×196 DPI. Note it is possible to set this higher which may improve the FAX quality but it will greatly increase the length of time it take s to send the FAX.
  5. Click Apply button in Zultys Fax Printing Preferences
  6. Click OK button in Zultys Fax Printing Preferences
  7. Click OK button in Zultys Fax Properties window
Which headsets are supported?

Phones ZIP 33i, 35i, 36G, 37G, 59i. The ZIP3 phones (33i, 35i, 36G, and 37G) support the same headsets (see note about EHS* below). The Plantronics or Jabra web sites may not list all of the ZIP3 models but if they list any of them the others will work as well.

  • Plantronics: CS60, CS70, CS500 series, Savi W700 series
  • GN Netcom/Jabra: PRO 9400 Series, GO 6470, PRO 920, GN9350e, GN9330e, GN9120 EHS

MXIE softphone: Call control takes place from MXIE

  • Softphone headset compatibility is based on compatibility with your PC or Macintosh. MXIE softphone utilizes the native PC or Macintosh audio drivers. You can plug in virtually any headset into the computer’s audio jack and be able to answer calls directly from computer via MXIE.
  • USB headsets generally provide better quality than analog headsets plugged into computer audio jacks. Some headsets support very high quality audio with terms like WB (wide band) or HD (high definition) and may include noise cancelling features.
  • Bluetooth headsets will work but audio quality depends on the capabilities of the headset and Bluetooth radios in the computer. Plantronics Voyager Pro HD and Plantronics SAVI W440 are examples of high quality Bluetooth headsets. Plantronics also sells the BT300 adapter for computers that lack high quality Bluetooth radios. Many Windows based computers don’t include the high quality Bluetooth radios but most Apple Macintosh computers do.
  • If callers report they hear an echo when talking to you, go to the computer Control Panels/System Preferences and reduce the sound input or output level until the echo goes away. This is usually a very small adjustment.

MXIE softphone: Call control (EHS) from select Plantronics USB or Bluetooth headsets when using MXIE on your computer (Windows only).

  • Beginning with MX firmware release 9.0.4, MXIE for Windows also supports call control from Plantronics headsets that support the Plantronics Spokes software. This integration requires the Plantronics software that can be found on your MX software download page (where it is called Plantronics SDK Lite) or from Plantronics site – https://www.plantronics.com/media/downloads/PlantronicsSetup.exe For a list of devices that support call control from MXIE using the Spokes and Hub frameworks, refer to the list on the following page – http://www.plantronics.com/us/product/plantronics-hub-desktop.
    Installation instructions (MXIE for Windows only)

    1. Download and install the Plantronics Spokes/SDK Lite software with MXIE NOT running
    2. Connect Plantronics headset
    3. Open MXIE and Bind to Internal Softphone
    4. Open MXIE Preferences/Softphone/Audio Parameters and select Plantronics device
*Which phone models support EHS (Electronic Hook Switch)?

Models ZIP37G, ZIP36G, ZIP35i, supported with an EHS 3xi Adapter (Part Number: 90-09301 – includes all required cables). Note ZIP33i and ZIP33G don’t support EHS.

Why doesn't a phone number dial after entering the digits on the phone?

An action is needed such as picking up the handset or pressing the Speaker button on the phone or pressing the SEND key (like on a cell phone)

Why doesn't the phone use the ring tone I chose?

By default, ZIP3 phones are configured to use distinctive ringing so users may differentiate between an internal and an external call. A side effect of that is that the Common Ring Tone option available from the Telephone UI will not have any impact on the ring tone played when a call is received.

This setting can be changed by your system administrator. This is usually set the same way for all phones for a consistent experience.

Does Zultys support Quality of Service (QoS), Power over Ethernet (PoE), VLANs, and LLDP?

Yes, we support QoS ToS/Diffserv SIP DSCP and RTP DSCP.

Yes, we support PoE 802.3af (low power). Works with but does not require PoE+.

Yes, we support VLAN Class of Service (CoS) per port.

Yes, we support LLDP.

What is the format of audio files to upload to Auto Attendants and Call Groups?

8KHz, 8 bit mono, CCITT u-Law wav format (Auto Attendants and Call Groups, Music on Hold)

8KHZ 16 bit, mono, PCM encoded wav format (Voice Mail Greetings)

If I set my iPhone to DND (Do not disturb) will the Zultys Mobile client still work including ringing for incoming calls?

Yes.

How do I transfer and conference calls from the physical phone?

Transfer – Blind: [Transfer] [Number] [Transfer]

Transfer – Supervised: [Transfer] [Number] [Send], announce call, [Transfer]. To cancel transfer, press [X] then press flashing line key to retrieve original call

Conference – Phone-based 3 Party conference – Press [Conference] while on call, enter number then press [Send], wait until call is answered then press [Conference]

Can I test my network to see if it is ready for a Zultys phone system?

Yes. Here are a couple of good network tests you can run yourself.

  1. General network test which works in any web browser: http://www.dslreports.com
    1. Poor grades such as D or F on Quality, Bufferbloat or Overall are indicators of possible issues and should be investigated for improvement.
  2. Zultys specific test between your network and our data centers: http://myspeed.zultys.com
    1. Can simulate simultaneous voice calls and provide voice quality MOS score. A MOS score of 3.6 or higher indicates good quality.
    2. Requirements: Windows or Macintosh computer running the following web browsers: Firefox, Safari, Internet Explorer (not Chrome or Edge), JAVA must be installed and current available at www.java.com if your computer does not have it installed.
What network equipment is recommended for customer sites?

Zultys is generally agnostic regarding brands and models of switches and routers.

  • We do recommend switches that provide Power over Ethernet (PoE) as it simplifies cabling and makes it easy to deploy a UPS (Uninterruptible Power Supply). All of our phones support the 802.3af standard for PoE. PoE+ also works but is not required.We can suggest what to avoid.
  • Avoid consumer-class / home-class routers with built-in WiFi unless it is for very small installations, as these often don’t have full control of all functions like disabling SIP inspection / ALG / SIP Fixup, etc. Enterprise class network equipment will provide the ability to control these are other features such as VLAN, QoS, LLDP, etc.Firewalls/Routers. Note:Zultys generally does not guarantee or support network equipment. These are suggestions and settings that our users have found helpful.
  • Edgewater Networks. https://edgewaternetworks.com/Firewalls/Routers – Known issues with suggested fixes
  • Cable Modem Internet Service Providers
    • Comcast. It is difficult to get Comcast to turn off ALG. The best solution is to get a local router that you can turn OFF ALG and have Comcast set their cable modem to “Bridge Mode” or “Pass through Mode” which will turn off ALG. Your local router will provide protection to your network. See notes below for disabling ALG.
    • Alternatively, many providers will let you buy your own cable modem and firewall/router where you can control all the settings including ALG.
    • AT&T UVerse. They can turn off ALG but it will take persistence to the right person at AT&T UVerse support to do it. Alternatively, they are able to set their device to “Bridge Mode”. Your local router will provide protection to your network. See notes below for disabling ALG.
  • Fortinet/FortiGate SIP ALG is turned on by default which causes problems.
  1. Open the Fortigate CLI from the dashboard.
  2. Enter the following commands in FortiGate’s CLI:
    1. config system settings
    2. set sip-helper disable
    3. set sip-nat-trace disable
    4. set default-voip-alg-mode kernel-helper-based
    5. end
    6. reboot the device
  3. Reopen CLI and enter the following commands – do not enter the text after //:
    1. config system session-helper
    2. show //locate the SIP entry, usually 12, but can vary.
    3. delete 12 //or the number that you identified from the previous command.
    4. end
  4. Disable RTP processing as follows:
    1. config voip profile
    2. edit default
    3. config sip
    4. set rtp disable
    5. end
    6. end

There might be other settings that you need to configure depending on the FortiOS version that you are using. If you continue encountering issues related to SIP ALG, please contact Fortinet Support

  • Belkin SIP ALG is turned on by default and must be turned off
  • MicroTik http://support.clouditsp.com/index.php?/Knowledgebase/Article/View/78/0/how-to-disable-sip-alg-on-a-mikrotik
  • SonicWall: Set Consistent NAT on, turn off SIP ALG/SIP Transformation
  • Cisco ASA:
    • policy-map global_policy
    • class inspection_default
    • no inspect sip
  • Netgear: http://www.netgear.com Specifically the FVS318G2 firmware version 4.x supports disabling SIP ALG
  • Netgear (other) SIP ALG is turned on by default and must be turned off