Mitel MiVoice Connect Solutions for Remote Workers€¦ · 4. Find-Me, Follow-Me Find-Me provides callers with the option of pressing 1 when they get to a user’s voicemail to try

Mitel MiVoice Connect Solutions for Remote Workers Page 1 of 18 3/16/2020

Mitel MiVoice Connect Solutions for Remote Workers

Mitel’s MiVoice Connect platform offers many solutions for today’s remote and mobile workers. Some of

the available options are permission-based but included in the basic MiVoice Connect platform with no

additional hardware or licensing needs. Others may require additional appliances and upfront

considerations such as physical/virtual hardware, licensing and professional services to install and

configure. This document is an attempt to provide IT managers and decision makers with enough

understanding of the available solutions that you will be able to select which will best fit your needs. It is

important to remember that you will need to validate and test any of the solutions you intend to

implement, within your local environment and at the remote locations, prior to attempting to roll them

out organization wide. CNP can assist with planning and implementing the solution that is right for you.

Please contact your CNP account management team for more details.

Remote worker solutions can be broken down into two groups: those that are built-in functions and those

requiring additional appliances and installation services. This document will cover the pro/cons and

considerations for all solutions as well as configuration details for the built-in features. Details on each

solution can be found by clicking on the hyperlinks within this document.

Note: While many features discussed here may be available in ShoreTel/Mitel platforms prior to MiVoice

Connect (<14.2 or earlier), this document includes details for MiVoice Connect systems only.

Built-In Mobile/Remote User Functions and Features

1. External Assignment [Recommended Option]

2. Softphone [Recommended Option]

3. Forward to External Number

4. Find-Me, Follow-Me

5. Simultaneous Ring (Additional Phones)

Solutions Requiring Additional Appliances

6. Mobility

7. Edge Gateway


Function/Feature Summaries


External Assignment allows users to associate their extension with an external number for audio

while maintaining the ability to use the desktop Client to provide call control (including the ability to

place outbound calls). When a user’s extension is assigned to an external number, they will be

logged out of their primary desk phone (desk phone shows Anonymous).

This is a good option for organizations without existing VPN connection solutions but with enough

trunking capacity for the expected call load.

Pros No additional hardware, licensing or network configuration

Users can place outbound calls from their extension using the desktop client (with a VPN connection)

All normal call control can be performed within Client, just as with an IP desk phone

User can switch between desk phone and external assignment in Connect Client

Availability States/Call Handling Modes operate the same as when assigned to an IP desk phone

Permissions-based in user’s User Group (Enabled by Admin)

Workgroup and hunt group calls are supported

Cons Uses additional carrier trunks: one trunk is required for the original inbound call (unless it came from an internal extension) and a second is required for the outbound call to the external number

Outbound calls from the desk phone are generally restricted to internal only (no extension assigned to phone)

Call quality may be impacted if assigned to cellular service

Considerations Desk phone is set to “Anonymous” when using external assignment

Carrier settings may not allow original Caller ID to be passed to external device

Consider number of rings before call goes to voicemail

When combined with a VPN solution, outbound calls can be made through the Connect Client as an enterprise call

Unanswered calls will go to the Mitel system voicemail, not the external voicemail

External Assignment Configuration Instructions

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This feature allows the Connect Client to use the local PC’s microphone and speakers for phone

calls. It can be used anywhere there is an established secure connection into the organization’s

network. Therefore, remote users must have a VPN connection (either hardware or software) to

your network so the computer can connect to the phone system. A USB headset is preferred,

although built-in microphone and speakers may be used. This is a licensed feature in ShoreTel 14.2

and earlier but is included with all Connect user license bundles that include access to the Connect

Client (Essentials and above). Workgroup and hunt group calls will work the same as if using a

physical IP desk phone.

This is a good solution for organizations with an established VPN solution and/or which may not

have enough trunking capacity to use External Assignment.

Pros Permissions-based in User Group (Enabled by Admin)

Users can place outbound calls from their extension

All normal call control can be performed within Client, just as with an IP desk phone

If sufficient IP phone switch resources are available, no additional licensing is required (Virtual device licenses may be necessary if using virtual phone appliances)

No additional carrier trunks used

Workgroup and hunt group calls are supported

Cons Additional user PC hardware may be required (ex. USB headset)

Additional network configuration may be required to provide secure connection (VPN) back into organization’s network

Call quality through computer mic/speaker or Bluetooth may be subpar (many laptop mics/speakers provide poor audio and/or may cause echo). USB headsets are strongly recommended

Considerations Modern PCs are very complex with the operating system and many applications interacting. Microsoft Updates and/or other applications (ex. antivirus) and computer policies may affect behavior, even after implementation

Each softphone requires an IP phone resource

Softphone Configuration Instructions

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This option is used to simply forward inbound calls to an external number. The desk phone will not

ring when using this feature, though the user will remain logged into the desk phone. Because this

function forwards all calls to an external device, the Mitel system voicemail will no longer handle

voicemail if the call is not answered on the remote end; the remote voicemail system will.

Pros User or Admin enabled

Quick to configure

No additional hardware, licensing or network configuration

Cons Uses additional carrier trunks: one trunk is required for the original inbound call (unless it came from an internal extension) and a second is required for the outbound call to the external number

Features like workgroups and hunt groups are not supported

External number’s voicemail will be used if call is not answered, not Mitel voicemail

Cannot use Client for any call control

Users cannot place outbound calls from their extensions

Considerations Carrier settings may not allow original Caller ID to be sent to external device

Outbound calls through forwarding device, not the MiVoice Connect system

Forward to External Number Configuration Instructions

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Find-Me provides callers with the option of pressing 1 when they get to a user’s voicemail to try to

track down the user on external numbers. If the user does not answer or accept the call, the caller

will be returned to the user’s Mitel voicemail box. The main differences between Find-Me and

Simultaneous Ring is that, by default, Find-Me is only initiated once the caller gets to voicemail and

it requires the caller to press 1. It is possible to enable “auto Find-Me" which will attempt to ring

the external number before presenting the voicemail prompt if the primary phone is not answered.


No additional hardware or licensing

User can setup in Connect Client

Cons Only works for inbound calls; does not relate to outbound calls

Uses additional carrier trunks: one trunk is required for the original inbound call (unless it came from an internal extension) and a second is required for the outbound call to the external number


Call quality may be impacted if forwarding to cellular service

Cannot use Client for any call control


Considerations Callers press an option to “find” the person after they reach voicemail. Greetings must announce that option before caller hangs up.

Find-Me, Follow-Me Configuration Instructions

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True to its name, this function rings additional endpoints simultaneously with the user’s primary IP

desk phone. The call can be answered on either device. Calls can easily be moved from the external

phone back to the primary IP phone with a “Move” soft key or programmed button. Workgroup and

hunt group calls will not ring the additional (external) phone, however. This feature can be used in

conjunction with a desk phone at any time.


No additional hardware or licensing

Cons Only works for inbound calls; does not relate to outbound calls

Uses additional carrier trunks


Call quality may be impacted if forwarding to cellular service

Cannot use Client for any call control while using the external device (until the call is moved back to an IP desk phone)

Considerations Carrier settings may not allow original Caller ID to be sent to external device

Outbound calls through forwarding device, not the MiVoice Connect system

Consider number of rings before call goes to voicemail

Simultaneous Ring Configuration Instructions

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6. Mobility

Mobility is a system comprised of a Mobility Router appliance (physical or virtual) and the Mobility

Client app (iOS or Android). It allows mobile users to leverage both cellular voice and data networks

to remain connected to the corporate Mitel system while away from their desk. Users can place and

receive calls, change their availability state, check and listen to voicemail, dial from Contacts and the

corporate directory and send/receive instant message (when using a Mitel service appliance). It can

even be tied into the user’s calendar so they can join conference calls with a single tap.

Pros Inbound and Outbound calls can be placed from the mobile app

App can securely leverage both cellular voice and WiFi/4G data connections

Mobile device can be used as an extension connected to the phone system

Cons Requires a Mobility Router (physical or virtual)


Requires a network with a DMZ, static public IP addresses and certificates

Engineering costs to implement

Uses additional carrier trunks when mobile device is leveraging cellular voice


Additional licensing may be required (SIP trunk)

When using cellular voice, call control (ex. for transfers/conferences) is limited

Considerations Potential cellular voice and data charges incurred by user

Audio quality is dependent upon network and/or cellular connection quality

Please contact your account representative regarding implementing the Mitel Mobility Solution.

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7. Edge Gateway

The Mitel Edge Gateway is a secure virtual VPN concentrator for Mitel 400-series desk phones, the

Connect Client and the ECC Interaction Center client. It is useful for organizations that do not have a

single unified VPN solution, where each application provides its own connection back to the

corporate network or cloud provider. It allows remote workers to have the same user experience as

in-office workers by allowing them to have the same physical desk phones, meaning that there can

be a single and consistent training plan. Used without physical phones it provides a secure

connection for the desktop Client so that it can be used for the softphone and call control when

using External Assignment.

Pros Full secure integration with the phone system

All features supported

No additional carrier trunks used

Cons Requires a virtual environment (VMware or Hyper-V only) to deploy

Requires multiple DMZ and public IP addresses

Engineering costs implement

Only compatible with 400-series phones (or softphone)

Considerations 400-series phones require a power source through a POE switch or external power supply

End-user network connectivity through a router or modem is required

End user must have a Standard or Advanced Connect license bundle. Upgrade licenses are available for users with either Telephony or Essentials bundles

Please contact your account representative regarding implementing the Mitel Edge Gateway solution.

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Detailed Configurations

The following sections include information on enabling and configuring the various built-in solutions.

The steps shown assume you are familiar with and have general product knowledge of the MiVoice

Connect Platform, including Director, Connect Desktop Client and general call routing within your

system. Once again, it is important to test and validate your configuration before rolling them out to

your organization.


Administrator: In Director, the user must belong to a User Group where “Allow external call forwarding

and find me destinations” is enabled, along with “Allow external assignment” in the Telephony Features

Permissions COS. It is not necessary to enable “Allow additional phones to ring…calls” for this feature to

work.

Admins can configure the user settings in Director on the user account. Go to the Routing tab and select

the Phones tab to configure the user’s external number. When saved, go to the Ring Me tab and select

the phone you created in the dropdown beside “Simultaneous Ring”. Save your changes.


End-User: Once the proper User Group permissions have been configured, the user can setup External

Assignment within their Connect Desktop Client. This is generally preferred over an Admin configuring

all settings in Director.

Within the Connect Desktop Client, click the user name and select the radio button for “External

Assignment Number”. If the user does not already have an external number configured, they may add

one here. Configure options as desired for “Number of Rings to try” and “Press 1 to connect”, then click

Add. Your primary desk phone will now show Anonymous.

Note: When using External Assignment, consider setting the “Number of Rings to try” to 5+. This allows

more time for the call to route to your external number before the Mitel voicemail answers the call.

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Administrator: To confirm licenses are available, open Director and go to System, Licenses, License

Requirements and look at the number of Purchased vs. Configured licenses.


Assuming licensing is available, the feature can be enabled in the individual user account settings. Select

a User and go to the Telephony tab of the user account. Check the box to “Enable use of soft phone” and

Save. The configured license account will increment by one on the licensing page.

Note: Administrators may choose use the “Bulk Edit” function in Director to enable the Softphone

feature rather than enabling on an individual user basis. The function becomes available in the upper

right corner of Director when multiple users are selected under Administration, Users, Users.

Use extreme caution when using the Bulk Edit function (by default the first record in the list is

selected). Bulk Edit is located immediately beside Bulk Delete in Director. Also, be sure you understand

the impact on licensing and desired permissions when enabling any feature for a large number of users.

Contact CNP if you wish to discuss in more detail.


Once Bulk Edit is selected for a group of users, check the boxes for “Enable use of soft phone” and Save

changes.

End-user: The option is now available in the Connect Desktop Client. Click on the user name in the client

and select the radio button for Softphone. You may need to choose an option from the dropdown

(Default, Internal microphone, etc.)


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Administrator: The user must belong to a User Group where “Allow external call forwarding and find me

destinations” is enabled in the assigned Telephony Features Permissions COS. The two additional sub-

features shown below will be discussed in other sections.

Administrators may configure the call forwarding for a user in Director by changing the settings in the

Routing, Availability States tabs of the user. Each Availability State may be configured differently, i.e.

when the user is “Available”, Always forward to the external number.

End-User: Once the proper User Group permissions have been configured, the user can setup Call

Forwarding within their Connect Desktop Client. This is generally preferred over an Admin configuring all

settings in Director.

In the Connect Desktop Client, click the dropdown in the upper left corner beside the word “Connect”

and choose Settings from the menu. A new window will open. In the Settings window, select the Call

Routing menu. Changes can be made in the Availability Routing tab using the wizard. Click the Change

button to change the destination of calls (Typically 3 rings before routing to voicemail):


From the window that opens, Select the radio button beside “Always forward my calls to”, and click the

dropdown beside “my voicemail” to expand the option. In the blank field, type the external number to

be used in the exact format 9 +1 (###)-#### and PRESS ENTER to add the number. Then click Save.

All calls will now be forwarded to the external number configured.

Note: This must be done for any/all Availability States you wish to forward. Otherwise, normal call

routing will be in effect, i.e. In a Meeting will still go directly to Mitel voicemail without forwarding

the call to an external number.

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Administrator: In Director, the user must belong to a User Group where “Allow external call forwarding

and find me destinations” is enabled, along with “allow additional phones to ring simultaneously and to

move calls” in the Telephony Features Permissions COS. It is not necessary to enable “Allow external

assignment” for this feature to work.

Admins can configure the user settings in Director on the user account. Go to the Routing tab and select

the Phones tab to configure the user’s external number. When saved, go to the Ring Me tab and select

the phone you created in the dropdown beside “Simultaneous Ring”. Save your changes.


End-user: It is generally preferred to let the end-user configure their settings in their client rather than

an Admin doing in Director. Go to Settings, Call Routing and click the Change button beside “No phones

selected to simultaneously ring” to open the wizard. Save changes in the wizard when finished.

Click the dropdown for “Select Number”. Select a number already shown or create a number to use,

then click the Use Selected Number button.

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Administrator: The user must belong to a User Group where “Allow external call forwarding and find me

destinations” is enabled in the assigned Telephony Features Permissions COS. The two additional sub-

features shown below will be discussed in other sections.

Administrators may configure the Find-Me feature for a user in Director by changing the settings under

the Routing tab of the user. First, setup a phone in the Routing, Phones, tab. Then, configure settings in

the Routing, Ring Me tab. The Find-Me feature may be enabled for specific Availability States, as

desired.

Note: Up to two different phones can be configured for Find-Me. As mentioned in the Find-Me general

information section, the option to have the system find a user should be announced in the Mitel

voicemail greetings.

Settings below are examples only. The only requirement is that a “First phone” is configured. The rest of

the options are admin/user preferences.


End-User: Once the proper User Group permissions have been configured, the user can setup Find-Me

within their Connect Desktop Client. This is generally preferred over an Admin configuring all settings in

Director.

In the Connect Desktop Client, click the dropdown in the upper left corner beside the word “Connect”

and choose Settings from the menu. A new window will open. In the Settings window, select the Call

Routing menu. Changes can be made in the Availability Routing tab using the wizard. Click the Change

button beside the row “If callers press 1 while listening to my voicemail…”. Once changes are configured

in the wizard, click Save.


Note: As with settings from Director, the Find-Me options from the client above are user preferences.

The only requirements are to enable the feature and set at least one phone as a destination. Each

Availability State must be configured to use Find-Me as desired.

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Documents

Mitel MiVoice Connect Solutions for Remote Workers€¦ · 4. Find-Me, Follow-Me Find-Me provides callers with the option of pressing 1 when they get to a user’s voicemail to try