1. I Cannot Log in
If you are having trouble logging in there are a few things to check. The first is that you have the correct username. Please remember that generally speaking, the first letter of each name is capitalized and the standard layout is First.Last (i.e. John.Doe). The server address will be different for each customer but will always end with .mxvirtual.com (i.e. CompanyName.mxvirtual.com) unless you are a premise customer, in which case it will be an IP address (i.e. 123.456.789.012) The bound phone field simply refers to the cell phone number of the phone on which you are installing the application.
If you are getting an error stating you have an invalid username or password, please reach out so that we can get you the correct information or reset your password. Otherwise, the next step is to uninstall the app, reboot your cell phone, and then reinstall the app. If you still cannot log in, please reach out to us and let the technician know all of the steps that you tried.
2. I Cannot Make or Receive calls.
The first thing to try is to reset your connection to the phone system. Navigate to the settings tab and choose log out. Close the application completely, open it back up, and log back into the app.
Next, you want to confirm that your app is successfully connecting to the SIP session. You can tell this by looking at the bubble at the top of the screen that says SIP. This bubble should be green. If not confirm that the following settings are set in your application
You also want to confirm that your app is able to use the SIP session over WiFi and Mobile data (Unless you do not want to use mobile data). Make sure these are toggled on.
In the advanced settings (Tab is right below the toggles in the previous picture) You will want to set the port settings for your sip session. Most users will either use UDP on port 5080 or TLS on port 5081 (5061 for some legacy clients)
Make sure that the following settings are set and then check the SIP circle mentioned in the previous steps. Local SIP port should always be set to 5062. MX Sip port should be either 5081 or 5061 if SIP transport is set to TLS (Please note that only one of these two ports will work, it just depends on your system which port is being used). Otherwise, it should be 5080 with UDP. You may also have Transport set to auto, in which case it will handle the settings itself.
If you are still having errors after testing all of these settings, it is likely that the issue resides with your cell phone or with your network connection.
Poor connection quality will negatively impact call quality and reliability and phones on older software versions are not guaranteed to be compatible.
Please make sure that your device is completely up to date and that the app is also up to date in your app store.
Once you have checked these things, a technician can test your account on a different cell phone to see if the issues are reproducible. If the account works correctly on our test phones, that does confirm that the issue is with equipment unrelated to the Zultys app and service.
Beyond the steps above, you may need to replace or update your phone or replace your home router with a higher-end model that can handle SIP traffic. An easy way to test this is to go to somewhere (Likely your main business office) where there is a higher-end router and see if the company wifi resolves your issues.
If we determine that all Zultys services are working correctly and your mobile device or home/remote network is causing the issue, we will not be able to provide further support until those items are resolved.**
**Some customers may have mobile devices or remote connections managed by our team**