How to make and answer phone calls using your virtual phone when away from your office


Mitel Connect is a remote call management program that works with the AU phone system. It is commonly used by AU employees to access voicemail but can also be used as a "softphone" to make and receive calls as if you were on your office phone. 

Important Notes

  • Must establish a VPN connection before using your softphone. See this article for instructions on installing and using the VPN.
  • Mitel Connect software needs to be installed on your computer. If you don't have the Mitel Connect software or if you need assistance installing it, please submit a service request.
  • Make calls as if you were at your desk.
    • Outside calls, preface with a 9.
    • Long distance, preface with a 91 followed by area code and the number.
    • On campus calls, simply use the 4 digit extension.

Activating Softphone in Mitel Connect

  1. Open Mitel Connect. For assistance signing in to Mitel Connect, submit a service request.
  2. On the dashboard, click <username>.
  3. In the Primary Assignment tab, select softphone.
    If the Softphone option is not displayed, submit a work order to have the feature enabled for you.
  4. Select one of the following from the drop-down list. This is to set up your microphone and speakers.
    1. Default
    2. Communications - Communications device option is available only in Windows.
    3. Microphone
    4. Headset Microphone - The Headset option is shown in the drop-down list only after you plug a headset into your computer.
  5. Click on <username> on the dashboard to close the Primary Assignment tab.

Customizing the Softphone

  1. Open Mitel Connect.
  2. On the dashboard, click the <username> tab.
  3. On the second pane, click the gear icon.
  4. Click the Softphone tab to display the softphone options.
  5. To switch to a different audio device, in the Capture audio through field, click the drop-down list, and select the preferred audio device.
    If required, plug your audio device into the computer’s headset port or use the computer’s built-in speakers.
  6. Select On startup assign me to my softphone to handle calls and voicemails on the softphone from the time you first log in to the client.
  7. Select Enable auto gain control to enable the automatic control.
  8. Close the window.

Questions? Need Help?

If you have questions or need help, please let HES know by submitting a Work Order request.

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Article ID: 101593
Mon 3/16/20 4:46 PM
Fri 2/17/23 1:17 PM