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Forwarding Calls

March 25, 2020, 5:10 pm
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Is there anyway to forward all calls going to a specific user to another user for everything INCLUDING voicemail?

Right now when i setup a forwarding it reverts back to the original user's voicemail.
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Mobility call issue

March 25, 2020, 8:21 pm
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I am on the latest build for Mitel Mobility and I am having an issue with calls being delivered to the cell when I am not connected to a corporate wifi or using the cell data. All other features seem to be working fine. Not sure what I am missing.
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How to delete messages/conversation with Multiple Users?

March 26, 2020, 11:31 am
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Various users have Messages that have multiple users in them. When they click on Messages in the left nav bar, they see them in the right pane. If they highlight a message, right click and select Remove Conversation, it disappears. A few seconds later it reappears. How an they be removed permanently?

ShoreTel Build 213.100.2453.0
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Blocked caller ID presenting as an internal call

March 30, 2020, 9:41 am
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External calls route to an AA, and one-key dial to a workgroup. When inbound caller ID is blocked, the workgroup is presented with a call that only shows the extension ID and name of the workgroup. Is there a different way to route the call so we could at least get the trunk group ID, or at most get the actual "Blocked" cid message from the carrier? We don't mind if the ID is blocked, we just need to be able to answer the call appropriately.
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Extensions in App Not Fully Displayed

March 31, 2020, 11:16 am
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Hey all - I recently set up the ST / Mitel Mobility Router and it's working fine. I have one final issue to work out, when we look up someone's extension in the directory we see the suffix of their extension but not the prefix. We're using 6 digit extensions (204-123), but the app is only showing me the last 3 (123) so when I tap it to dial of course it's trying to send it over the cellular network.

I'm assuming my issue is in the Enterprise Extension Pattern in the Numbering Plan of the IPBX in the mobility router admin page, but I'm not sure how it should be formatted and the admin guide isn't a lot of help... out of the box it's set up as '2[0138]XX'. Any of you fine people know what I might change it to to have it present or at least dial all 6 extension digits when you look someone up and call them in the Connect app? Or am I barking up the wrong tree altogether?


Thanks either way everyone. I hope you're all getting sleep and staying safe.
-Chris
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911 calls fail using External Assignment

March 31, 2020, 2:09 pm
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We are currently using Mitel (ShoreTel) Connect premise based solution and during the recent flood to have everyone work at home have run in to an issue where users using External Assignment (EA) have tried to call 911 and the call just fails with no error. We are bieng told it is as designed. Is anyone successfully using EA to call 911 and if so are you using PRI or Analog trunks for 911? I just want to make sure this isn't something we are missing in the configuration before settling on it being expected behavior on the system since I've been misinformed in the past with other issues/limitations. All other conditions of calling 911 work (VPN phones, etc.), and all other conditions of using EA to call other numbers work fine. Thank you!
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Softphone Calls Dropping

April 1, 2020, 5:34 am
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So like most other people in today's world a majority of our employees are working from home. We have a VPN setup but we do not have a setup to allow our employees to bring their physical phones home. Most people are connecting to the VPN and then using a soft phone setup. There are several users that are having calls drop when using the soft phone. I am fully aware that the most likely culprit is the fact that our employees are using their residential home connection to connect to the VPN. What does everyone else do in this situation. The Shoretel Flex app is still available in the app store. Has anyone had good success with this?
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Mobility Server Certificates

April 2, 2020, 6:08 pm
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Im installing the mobility server and the instructions call for a certificate

1. Click Configuration > System > Certificate > Mobility Router > Standalone > Remote Access.
The Remote Access page displays.
2. Click Import. The Import Certificate page displays.
3. In the Import area, paste the Certificate.
4. Click Apply.

What certificate is this?
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Licensing for Mitel

April 2, 2020, 7:42 pm
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I'm currently running MITEL CONNECT and i have "Mobile Access License" for all the users

I have the following installed
Mitel Connect Mobility Router Virtual v 9.5.190.102

To confirm - do i need an additional license to active this or will it pull the information from director?
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Outbound - Multipel Trunk

April 3, 2020, 9:11 am
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Is it possible to have a "backup" trunk configured in MItel.

Right now with covid19 there is allot of demand on our main lines upstream so we added a second trunk. Id like to use it when the main trunk does not work.

Right now in user groups/Outgoing trunk groups (Access Code) if i add 2 available trunk it seem to use the bottom trunk all the time (access code is all 9 i have no other free ones)

any way of doing this?

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Monitored Extensions etc.

April 3, 2020, 9:37 am
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First, I inherited this phone system, ShoreTel Build 19.48.8400.0, with absolutely no prior experience in setting these up. I have several assistants monitoring extensions. which works successfully while physically at the office. How can I configure it so the assistant can monitor the extension remotely? Similarly, I have one Hunt group for our main telephone number, how do I get the backup receptionist into that group? I'm so worried about breaking things right now, so pulling the trigger for the sake of testing really isn't an option. Thanks for any help you can provide.
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Creating a help desk, sort of...

April 3, 2020, 12:42 pm
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K-12 admin here. I have been task with creating a single number help desk that will get routed to different techs based on the time of day. Can I do this with auto-attendant, On-Hour Schedules and an Off-Hour "Press Zero" Go To Menu Next auto-attendant? Or am I going about this the wrong way? We will have two options for the morning shift (pc tech and network tech) but only pc tech in the afternoon. The network tech works every day the pc tech only works two days. (Guess which one I am...) Thanks for any advise.
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Mitel Mobile Router - Access Numbers

April 6, 2020, 5:54 am
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How are the access numbers configured.

Should the Siparator be pointing them to the SMR or to the ShoreGear trunks?
If to ShoreGear what should they be configured as.

As for CELLULAR ACCESS are they also DIDs ?

Voip Handover Mumber
Voice Mail Access Number

(Cellular) Access Number
(Cellular) Reverse Dial Number
(Cellular) Handover Number

Thanks for all your help guys!



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Current Build for Shoretel 14.2

April 6, 2020, 11:27 am
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Hi, does anyone know the latest build number for Shoretel 14.2 and where/how we'd be able to download it? We're on 14.2 currently and just want to get onto the latest build of the server.
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incoming call to DDI Fails to forward to mobile, but WG Call does

April 6, 2020, 2:50 pm
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HI
I have a customer who wants to have the reception staff working from home via their mobile phones. A Call to the main WG and main number goes through OK. however if someone rings one of the users DDI the call fails due to the incoming call ID being used in the SIP From Header and we get 404 not found. I have tried a message manipulation (Through an Audio codes SBC) which adjusts the Diversion Header but get the same result. The call when it hits the shoreTel phone is also getting a 603 Decline
Its ShoreTel 14.2 Build 19.44.4300
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Call recording and external assignment number?

April 7, 2020, 2:03 pm
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Hello all,

This may be a dumb question, but is it possible for a user to record a call if they are using external assignment?

I tested this by assigning my extension to my cell phone. I then took a call and hit Record in Communicator, but all I get is a voice on my cell phone saying "Route Not Found" or something to that effect. I am assuming this means it is not possible, but I thought I would check to see if I missed something.

Thanks!
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Disable speaker phone?

April 9, 2020, 2:33 pm
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I have a few agents in my call center who like to speak to customers on speaker phone.

Is it possible to disable it?

Im sick of asking them to get off speaker phone
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outbound caller ID issues

April 10, 2020, 11:37 am
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On our carrier side we have set it to use the pbx for caller ID. on the shoretel side currently the caller ID is coming out as 111-222-3333 John Doe when John Doe make a call out. If Jane Doe make a outbound call. Jane caller ID show 111-222-3333 Jane Doe. How do we make it so shoretel only show caller ID 111-222-3333. and not the First Last Name? This only happen when making phone call to landline. To cell phone it only show 111-222-3333.

Thank you
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One way audio with EGW when VPN connected

April 16, 2020, 10:24 am
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Hi all,
We have EGW working with Mitel connect, so our remote staff connect to mitelproxy.domain.com when they are working remotely, instead of mitel.domain.com
This all works properly, they can make calls, directory, VM, etc.
However lots of our staff also use VPN to get at internal stuff from home. If they connect to Mitelproxy when on the VPN (windows 10 built in client, IKEv2, to a watchguard), they get one way audio.
When on the VPN, DNS switches to internal, so they get the internal DMZ IP's of the EGW. I can ping all the EGW IP's and can ping the HQ and the shoregear appliances while on vpn.
I tried running wireshark on my machine to look at packets but it can't see the VPN interface, so all I see is the encrpyted packets going to the vpn.

If I change the client to go right to mitel.domain.com while on VPN, audio is fine both ways, so it's definetely something with the egw, whether it's firewall or routing or other.
On our WG I have "any" policies allowing any traffic from our VPN IP pool to the DMZ and Shoretel/Mitel VLAN. Logging on the WG has not proved useful so far.

Any thoughts on what I can try looking at?
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Call recording

April 16, 2020, 10:37 pm
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I’m running ShoreTel 14.2 and using Oaisys Tracer to record (2) of our PRI’s

we installed (2) additional PRI’s last week and need a call recording solution.

Is oaisys still in business or did Mitel screw them up like they did ShoreTel ?

i have an old oaisys recorder which was working before we upgraded our ShoreTel system 5 years ago. Everything works on it, but the hard drive died.

I ended up buying a new talkunent since our ShoreTel partner said it would not work with version 14.2

anyone know where I can get the software to download to my old oaisys? I know it will record calls even without the ShoreTel integration.

everyone I talk to is being a real jerk about trying to get the old recorder running and want to sell me a new one for $15,000

i know there is cheaper solutions out there.

All I want to do is tap the PRI, and just search out phone numbers. I don’t need all the other features, integrations and bells and whistles I get with oaisys.

it would be nice to have, but not necessary.

Even if I can get a copy of the oaisys software, the lock code is still valid. I’m not looking to pirate anything I just want to install a new hard drive to replace the one that crashed
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