Mitel Softphone Setup

Prerequisites

1. Mitel Connect must be installed on the PC or Laptop.
2. Cisco Anyconnect VPN must be installed and connected.
3. Softphone must be enabled for users (IT Services has enabled Softphone enabled on all Selkirk user accounts).
4. IT Services recommends being connected to a wired connection for the best user experience.
5. A headset is required to improve voice & speaker quality as well as security.

Enable Softphone

1. Ensure your headset is plugged in prior to starting Softphone.
2. Open Mitel Connect.
3. Click on your name.
4. In the right panel, select the “Softphone” radio button.
   • If a “Windows Defender Firewall…” warning pops up, click on the “Allow Access” button.
5. 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

1. In the Mitel Connect window, click on the Connect drop down menu and select settings  
2. Click Notifications
3. Click the Sound tab
4. Select the event from the drop down menu and click the "Play Alert" radio button
5. Click on the sound drop down to choose your sound (recommend ring_incoming_a)

Troubleshooting

1. If the Softphone option does not appear, contact the IT Service Centre to request Softphone be added to your account.
2. If connection is not working, double check that:
   • the Softphone is selected, and
   • the correct audio device is selected.
3. 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.
4. If you are still having trouble, shut down (not restart) and power back on to connect to Softphone.
5. Ensure that you are still connected via VPN.  VPN connectivity is reset every 24 hours.