USU

An updated version of Mitel Connect was released in May 2022, compatible with all MacOS and Windows computers. Download and update now at https://uc.usu.edu

Listed below are several common issues with campus ShoreTel/Mitel devices. Please contact the IT Service Desk or submit a Telephone Trouble Ticket if you need additional help.

Display shows “Anonymous”

External assignment is turned on (all calls are delivered to another phone, mobile or landline)
This can be changed using Mitel Connect application or by making a request to the IT Service Desk

Display shows “No Service”, "Requesting Service", or "DHCP Request Timeout"

Power cycle the phone by unplugging the network cable from the phone, wait 1 minute or more, then plug back in to reboot
- See How to Reboot (power cycle) a Desk Phone

Display contrast is too dark or too light

Hold the MUTE button and use the UP or DOWN arrow keys to lighten or darken the display

All line extension lights lit orange

Phone likely set to “in a meeting” or “out of office” Availability State
Press the State soft-button under display and change back to Standard State (or change Availability State in Mitel Connect)
If the Availability State seems to change without user input, it is likely that Outlook Call Handling integration is enabled. This switches phone state based off of Outlook calendar items. Integration can be disabled through Mitel Connect or by making a request to the IT Service Desk

Static, low volume, buzzing, or humming on handset

Ensure cable from handset to phone base are secure, unplug them then plug in again and make sure it clicks
If this does not sole the issue, please submit a Telephone Trouble Ticket

How to access Voicemail

From ShoreTel/Mitel phone: preset Voicemail button, enter PIN code (default PIN is 1234)
From another phone or off-campus: dial 435-797-0808, follow prompts (*, 5-digit ext, PIN)
From Mitel Connect (must be connected to campus network or VPN)
From .wav file attached to email (How to Enable?)

Logging into Mitel Connect

Most extensions are programmed with a person’s ANumber/password via Active Directory
If someone has more than one phone line with his/her name on it, only one extension will be paired to the ANumber
If the phone is not in an individual’s name, USU IT can provide a login for Mitel Connect
Instructions to download and log in to Mitel Connect

Monitored Extension (or Line Appearance) vs Speed Dial

Speed dials can be programmed by the phone user through the phone Options menu
Monitored extensions allow a user to answer an incoming call from another user’s line and must be requested and programmed by USU IT

For further assistance, please contact your Department IT Support or the IT Service Desk

Telephone: Troubleshooting Common Shortel/Mitel Desk Phone Issues