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.

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

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.

For users that are using the softphone

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.