Mitel Support

Your Mitel Experts

ShoreTel support is one of those things that we often don’t think about until we need it.

At Packet Fusion, we connect the dots to the best enterprise communications solutions available today. Whether you are looking for a business phone system, contact center or UCaaS, if you’re considering moving to Mitel, you’ve come to the right place.

We go beyond simply helping you procure a solution. We take the time to conduct a thorough needs analysis and work with you and your teams to ensure you select the right solution, then we implement it on time and on budget.

Once your solution is up and running, we deliver initial training and ongoing education, because we know the importance of training to ensure you get the most out of your investment. End-user training provides a customized live session for contact center agents and supervisors, knowledge workers, salespeople and business users. Admin/supervisor training focuses on managing the environment.

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Helping CA State Agencies Since 2001

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Proven Mitel Expertise

  • #1 Mitel Partner of the Year 5 out of 8 years.
  • We are Mitel Certified at the Platinum level, Mitel’s highest designation
  • TACs in California (Pleasanton and Irvine) and Austin, Texas
  • Mitel / ShoreTel Connect Premise expertise
  • Mitel UCaaS (Cloud) Connect expertise
  • Mitel Flex (Hybrid) expertise

In fact, last year we were selected as one of CIO Applications’ Top Mitel Solution Providers.

We have you covered with Mitel solutions in all cloud and premise-based scenarios.

Our Mitel Customers with more than 1,000 lines

Expert Support with Packet Fusion

Technical Assistance Center

  • 24 / 7 / 365 Support
  • 2 hour emergency response
  • Average answer – 2 minutes
  • Tier 1 & Tier II
  • Live Answer 6:00AM to 5:00 PM PST
  • 1st Call Resolution (attempt)
  • All Employees in the U.S.


  • Proactive Monitoring (Kaseya)
  • Connect Alarms / Windows Alarms
  • Configuration Back Ups
  • Software Release information
  • Secure Remote Access


  • Upgrades – No Charge (SW & Labor)
  • Software Updates – No Charge
  • Dedicated Upgrade Team: PM & Engineers
  • 200+ Upgrades Annually


  • Advanced Replacement of all hardware
  • Phones can be added if desired
  • Packet Fusion has inventory for same day replacement if required

Packet Fusion Managed Service

  • Outsource ShoreTel Help Desk to PFI. Full time or part time. Transparent to your end user.
  • Provides the day to day operational support to offload tasks such as system administration, change management and remote MAC functions.
  • Packet Fusion Managed VoIP services includes (in addition to PFI Standard Offer)
  • Enhanced Monitoring
  • Capacity Analysis
  • Configuration Management
  • 3rd Party Vendor and Carrier Management
  • Service Escalation Manager
  • Problem Management w/ Root Cause Analysis
  • System Admin (Discretionary Work)
  • Remote MACD (Moves / Adds / Changes / Database)

What is Mitel Connect?

When we talk Mitel Connect, we’re usually referring to the Mitel Connect Client for Mobile Devices but the engine that facilitates the UCC functionality of Mitel Connect is the back-end server component.


The Mitel Connect Client is a software tool suite that runs on mobile devices, giving them a full set of Unified Communications and Collaboration functionality.

The client replaces the MiVoiceConnect Client for iOS and the MiVoice Connect client for Android and is available through the Apple App Store for iOS device users and Google Play for Android device users.

The phone functionality provides all of the amenities you’d get when using your desktop business phone:

  • Enterprise phone system call functionality via corporate Wi-Fi or corporate phone system
  • Call hold
  • Call transfer

But because the client runs on mobile devices you get additional functionality such as:

  • Visual voicemail
  • One-click meeting joining
  • Secure Remote Connection
  • Dynamic switching from the enterprise Wi-Fi and your cellular channel when the Wi-Fi connection becomes undependable or unavailable

Regarding enterprise data options, the Connect client supports:

  • Video conferencing
  • Availability status (“presence)”
  • Instant Messaging
  • Corporate contacts
  • Recent call list

In a nutshell, the Mitel Connect Client for Mobile Devices gives users all of the functionality they’d have at their desk on a mobile device. All of this functionality requires the Mitel Connect backend server component.



The Mitel Connect server component is the engine that provides all of the enterprise-level UCC functionality that the Mitel Connect Client has access to:

  • Enterprise phone communications
  • Visual voicemail
  • Video-conferencing
  • Instant Messaging
  • Secure Remote Connection
  • Availability status
  • Corporate contact list

The server comes in both on-site and Cloud-based implementations. MiVoice Connect is the on-site version. MiCloud Connect is the Cloud-based version. Both are robust enterprise-level phone systems that provide:

  • Full Unified Communications and Collaboration functionality
  • Redundancy
  • Mobile device integration (through the Mitel Connect Client for Mobile Devices)
  • High-scalability
  • Integration with third-party enterprise apps like Salesforce and Microsoft Office


Some of the functionality made available to the Mitel Connect Client is not available to the Mitel Sky Mobility Client, such as:

  • Availability status
  • Video-conferencing
  • Instant Messaging
  • Visual voicemail

So if you’re still using the Sky Mobility Client, you’ll have to migrate to the Mitel Connect platform to get all of the functionality the new Connect Client provides.

If you’re ready to learn more about how to use the power of Mitel Connect to improve your team’s ability to collaborate, we’re ready to help.

ShoreTel and Migrating to Mitel’s Connect platform

Mitel will be supporting ShoreTel 14.2 software, Enterprise Contact Center and Mobility 8 until September 30, 2020.

How will this affect you?
Get the latest information here.

Mitel in the Know

Mitel technical tips, insights, and information so you are always “in the know.”

How to Control Timers and Events to Prevent Alarms and Disconnects

First of all, it’s important to note that most issues with switches and servers showing red/down in Director, and thus creating alerts are network related. This KB article goes in-depth very well at exactly what’s going on with switch to switch and switch to server communication and how to troubleshoot/eliminate network connectivity as a suspect.

There are built-in time-out settings for protocols like TMS and we are able to override most settings via the Windows registry on the headquarters server.

The default time-out for TMS is 90 seconds. If we don’t complete a ping/response in that time, the switch is marked as Lost Communication.  We can add a registry entry to increase this time-out duration (a max of 180 seconds is recommended) which alleviates most false-positive alerts in Director.

DRS sends a ping every 40 seconds and waits up to 10 seconds for a reply. DRS will constantly send pings, even if the feature is not in use. This doc is pretty old, but describes DRS functionality pretty well:

CAS is mostly related to client-side functions like the Connect client and IP phones. It’s used to connect to server-based resources (like pulling up the directory, retrieving call history, accessing visual voicemail, etc.). All clients maintain a “CAS Ping” which is their round-trip time through their CAS server, but the value is only useful for troubleshooting.

Mitel Connect and TLS 1.2

TLS 1.2 is supported in the most recent version of Connect (22.12.7211.0) that will be Generally Available (GA) by the end of September 2020.   Packet Fusion is currently running this code as we are in their Beta program and all is good.

What do you need to do to take advantage of TLS 1.2?

  1. Upgrade to the current connect build.
  2. Make sure there are no older SG vintage switches in your environment as they do not support TLS 1.2: (SGT1K, SG30, SG50, SG50V, SG90, SG90V, SG220T1, SG220T1a, SG24a).
  3. By nature MGCP will not support TLS 1.2, so all MCGP phones will not be supported: (IP110, IP115, IP230, IP230G, IP265, IP560, IP560G, IP565G, IP655).
  4. The switches that do support TLS 1.2 are: (ST1D, ST2D, ST24a, ST48a, SG50A, ST100A, ST100DA, ST200, ST500).
  5. Virtual switches support TLS 1.2

TLS 1.0, while not as secure as 1.2, will be supported in Connect until the SG switches go End of Support which is slated for some time past 2024.

TLS 1.2 is not new to Mitel as both the EdgeGateway and Mobility Router both utilize it.

If you have any questions, please reach out to us for a one on one discussion about the topic.

How Microsoft’s Depreciation of LDAP Will Impact your Mitel/ShoreTel System

Microsoft has announced that soon they will depreciate LDAP in favor of LDAP-S, which is much more secure.

Active Directory (AD) uses different ports for LDAP vs. LDAP-S which means that when LDAP is disabled some work will need to be done on your network and on your Mitel system to ensure that AD integration continues to function.

Before Microsoft pushes the final Windows update for Active Directory that will disable LDAP, Mitel will issue a patch to enable support for LDAP-S on some of their most recent on-prem software versions. Applying this patch to your Mitel system will require that we install software on your HQ server and then reboot it.

LDAP-S is supported today in Connect from Release R19.1SP1 (22.11.4900.0) to Current. The patch referenced above will be made available for prior releases R19.1 (22.10.7600.0) and R1807SP2 (21.90.9743.0).  If you have a release prior to R1807SP2, you will need to either disable Active Directory for your users, or upgrade to the most current Connect version.  Mitel has not yet confirmed at this time whether they will have a patch available for ShoreTel 14.2. If that patch does become available, it will only be for the final ShoreTel 14.2 release (GA30, build 19.50.1000.0)

The good news here is that Microsoft has delayed the update which disables LDAP to a yet-to-be-determined future date. We know that it will happen eventually, we just don’t know when.

We have no way of knowing whether or not you are currently utilizing AD on your Mitel or ShoreTel phone system and want to be proactive in getting the patch implemented before Microsoft disables LDAP, so we are reaching out to our base and starting our list of customers who will need this patch.  Please send an email to to let us know if you use AD so that we can determine what action will be required to keep AD integration working for your system.

As always, we reserve the right to change any of the above as Mitel or Microsoft release more information.

If you have any questions, please reach out to your sales rep or client services rep ( or to me for a one on one discussion.

Adobe Flash Depreciation and Mitel Connect

Adobe Flash will reach End of Life December 31, 2020.  What does that mean for you and Mitel Connect?

Mitel Connect uses Flash for several applications for administration purposes: Edge Gateway, SA100/400 and Mobility Router, however all major browsers will drop Flash support from updates on December 31, 2020.

Mitel is 30 days away from releasing patches that will replace and reboot a file in the applications, so they will not use Adobe Flash. It is our understanding that the patch will be available for both Connect and 14.2.  and that the core ShoreTel system does not need to be rebooted.

If you choose to upgrade your browser after December 31, 2020 and prior to installing the above patches, the applications will continue to work, but you will not be able to administer the applications.

If you are being monitored by Packet Fusion with our Kaseya monitoring offering, we will be able to identify which applications you have and will be in contact with you to schedule the installation of the patches.  If you want to get ahead of curve and get on the list, please send an email to  with your company name and which of the above applications you have.

We reserve to the right to change and amend any of the above as more information becomes available from Mitel.

As always you can reach out to your sales rep, or me for a one on one conversation about this.

Mitel’s Speedway Program Upgrade Options

Mitel’s Speedway program offers several ways for existing ShoreTel/Mitel Connect customers to upgrade. Whether it is to virtual or cloud, Mitel has you covered.

Physical to Virtual Upgrade

If you have physical SG hardware, Mitel will provide the like for like virtual license at no charge for the licenses. Prorated support charges apply when upgrading to the virtual licenses.

Below is a matrix that outlines the like for like hardware to virtual licenses provided:

Physical to Physical Hardware Upgrade

If you still require hardware and need to get off of the older SG gateways, Mitel is providing a 50% discount off of list price on ST100A, ST100DA, SD1D & ST48A.   For the SG24A and the SG50A Mitel is providing a 25% discount.

Physical to Cloud Upgrade

If you desire to go directly to the cloud, Mitel offers a comprehensive program to there:  Free install, Free phone and discounted license seat pricing.