Having issues receiving mail from exchange account

I have 3 iPhone customers that are having issues with recieiving mail from their exchange accounts. The only time their emails come to their phones is when they actually has Outlook open on their computers. If Outlook is NOT open on the computers none of them not recieve emails on their phones. I have checked the settings on each of their phones and everything looks to be configured correctly. Any ideas, suggestion? Could this be a exchange server side issue?
Thanks

Different from a Blackberry, the iPhone's Mail app communicates direct with the incoming mail server and outgoing mail server for an email account - no different from accessing an email account with an email client on your computer.
Most, if not all internet service providers block the use of SMTP servers that are outside of their network or that isn't provided by the ISP being used for your internet connection at the time. Your iPhone's carrier is no exception when connected to the internet with your carrier's network.
Do you know if the account's SMTP server is authenticated with a user name and password just as the incoming mail server for the account is authenticated?

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