Mitel Softphone Setup
- Marianne Walsh
- Tracy King
- Holly Steenvoorden
Owned by Marianne Walsh
Softphone allows users to use their laptop or desktop PC to replace their desk phone.
Prerequisites
- Mitel Connect must be installed on the PC or Laptop.
- Cisco Anyconnect VPN must be installed and connected.
- Softphone must be enabled for users (IT Services has enabled Softphone enabled on all Selkirk user accounts).
- IT Services recommends being connected to a wired connection for the best user experience.
- A headset is required to improve voice & speaker quality as well as security.
Enable Softphone
- Ensure your headset is plugged in prior to starting Softphone.
- Open Mitel Connect.
- Click on your name.
- In the right panel, select the “Softphone” radio button.
- If a “Windows Defender Firewall…” warning pops up, click on the “Allow Access” button.
- Click on the drop down menu located and select your audio device.
- There may be a delay of up to a minute for the connection to be established, evidenced through no ringing when dialing. If this occurs, hang up and wait 1 minute then try again.
Enable Softphone Ringing
- In the Mitel Connect window, click on the Connect drop down menu and select settings
- Click Notifications
- Click the Sound tab
- Select the event from the drop down menu and click the "Play Alert" radio button
- Click on the sound drop down to choose your sound (recommend ring_incoming_a)
Troubleshooting
- If the Softphone option does not appear, contact the IT Service Centre to request Softphone be added to your account.
- If connection is not working, double check that:
- the Softphone is selected, and
- the correct audio device is selected.
- If the user cannot hear you, verify that the microphone is not muted.
- Some headphones have a mute button on the cord; a blinking light indicates you are on mute.
- If you are using your computer audio, verify that the volume is not on mute.
- If you are still having trouble, shut down (not restart) and power back on to connect to Softphone.
- Ensure that you are still connected via VPN. VPN connectivity is reset every 24 hours.
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