Mitel Phone Overview

General Information

This document covers the Mitel/ShoreTel telephones that most staff will have in their workspace. They are sometimes called "office phones" or "work phones." Mitel phones will generally show the name of the employee that they are assigned to in one corner of their screen, and their four digit extension number in the other corner. If a phone does not list this information (indicating that it wasn't set up properly) or does not appear to be functioning correctly, please put in a ticket with the IS help desk.

Basic Usage

Mitel phones can call other Mitel phones by simply dialing their four digit extension number.
To dial to an outside line, dial 9 first, then enter the area code followed by the usual seven digit phone number (e.g. 94087412696).
To access your voicemailbox, you can dial 2044. When prompted, enter your extension number and voicemail password.
- Some models of Mitel phones have a voicemail button built in and can play voicemail without needing to dial in.
- If you do not know your voicemail password, please put in a ticket.
Extension 2044 is also used for changing mailbox settings, such as recording an answering machine message. Dial 7 after logging in to listen to voicemail options.
Mitel phones often have a corresponding outside number that you can use to call them you are offsite.
- For West Valley, this is usually (408)-741-####, where the last four digits are the extension number.
- For Mission, this is usually (408)-855-####, where the last four digits are the extension number.
- If your phone is not reachable from offsite and you need it to be, please put in a ticket.
The Directory button will let you dial in the name of an employee to look up their extension number.
The History button will show recent calls and allow you to redial them.
Pressing Transfer or Conference will prompt you to dial another extension.
- Transfer will move your current caller to whoever you dial.
- Conference will invite whoever you dial to join your current call and lets you have more than two call participants.
Other more self explanatory buttons are Hold, mute, and speaker.

Mitel Connect

Mitel connect is software that comes preloaded on any district-provided Windows computers. It allows you to log into your phone with a better interface that is much easier to use. It is very helpful for changing mailbox settings, listening to voicemails, and looking up names in our phonebook. It also allows you to move your extension into softphone mode, which lets you place and receive calls with your extension on your computer using your PC speakers/headset and microphone. If you do not have Mitel Connect installed, please put in a ticket.

To sign in after opening the app, click "Show advanced," then check the "Use Windows Credentials" box. Enter "connect.wvm.edu" as our Server, then hit Login.

Here are some brief rundowns on the numbered points of interest in the above image:

This arrow shows you more options, most notably Settings, which opens a window with lots of things you can configure. This is mostly used for the Voicemail tab in settings, which lets you change your answering machine message.
Clicking this gives you a number pad that lets you click to dial manually. Note that starting a call from Mitel Connect will make your desk phone start ringing them!
You can search for names or numbers here to look them up in our phone book. This is very useful if your position has you make lots of calls! Use it often. Double clicking a search result will immediately make your desk phone begin ringing them.
You can set your availability status here. Setting to Do Not Disturb or Out of Office will immediately direct incoming calls to your voicemail.
This takes you to a screen where you can switch between desk phone mode and softphone mode. In softphone mode, calls are made directly on your PC via your mic and speakers. Your desk phone is disabled when you are in softphone mode. If you do not see an option for softphone but need it, please put in a ticket.
This takes you to your call history. This automatically clears after a few days. Double clicking an entry here immediately dials them.
This takes you to your voicemails. You can listen to them over your computer or over your desk phone. You can easily delete them by right clicking. Double clicking a voicemail immediately dials the associated number.
This takes you to your workgroup view. Most positions do not have workgroups, so most employees can ignore this.

Workgroups

Workgroups are shared extensions that you can log into or out of with your own extension. Calls to the workgroup line will ring everyone in the workgroup that is currently logged in. All workgroup members can see the shared workgroup voicemail box. An example of a workgroup is our helpdesk line, which is accessible by most of our IS support staff. If your department has a workgroup that you need access to, put in a ticket with the IS help desk.

This icon on the Workgroups button tells you your login status. Red indicates that you are logged out, meaning that you won't receive phone calls to the workgroup.
Clicking this will log you in or out of your workgroup.
Clicking this reveals the Queues and Voicemails section. Queues are currently active and pending calls and generally need immediate attention.
Click this to switch between queue view and voicemail view.