Zultys MXIE Softphone Troubleshooting

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November 19, 2018
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March 27, 2019

Zultys MXIE Softphone Troubleshooting

Zultys ZAC Softphone
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Before following this guide, make sure Zultys phone system SIP communication ports are configured per this article . All Zultys phone systems installed by Vatacom are already configured correctly.

Important: MXIE is depreciated and support for MXIE will be discontinued in 2021. Please instead use Zultys Advanced Communicator – ZAC . For ZAC how-to guide, please refer to this link

We can assist non-Vatacom Zultys customers with setting up SIP ports on the phone system, support fees will apply. Please contact Vatacom Support if you require assistance.


While using Zultys MXIE softphone you may experience following problems:
1. Incoming calls can’t be answered
2. “Device unreachable” red popup when trying to make a call
3. Can’t make any calls

Use one of 3 possible configuration options

1. Use TLS encrypted connection

This is a preferred configuration.

Important: To be able to use TLS, TLS communication port has to be enabled on the phone system and set to 5061. You can find the menu below in MXAdmin Provision -> SIP and RTP, SIP settings tab. If you change settings in this window system will have to be rebooted to apply settings.

Change MIXE Settings under Preferences -> Softphone to 
1. Local SIP port 5062
2. Registrar SIP port 5061
3. Set protocol TLS
4. Click Apply

Zultys MXIE Softphone TLS
Zultys MXIE Softphone with TLS

2. Use alternative SIP UDP ports

On Zultys phone systems  configured by Vatacom there is an alternative UDP SIP port  6060 .

Change MIXE Settings under Preferences -> Softphone to
1. Local SIP port 5062
2. Registrar SIP port 6060
3. Keep protocol UDP
4. Click Apply

Zultys MXIE Softphone UDP alt port
Zultys MXIE Softphone with Alt UDP Ports

3. Use SIP over TCP 

Change MIXE Settings under Preferences -> Softphone to
1. Local SIP port 5062
2. Registrar SIP port 5060
3. Set protocol TCP
4. Click Apply

Zultys MXIE Softphone TCP
Zultys MXIE Softphone with TCP
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