ShoreTel Connect for Android

Extended Summary

ShoreTel Connect for Android, part of the ShoreTel Connect for Mobile product, extends voice and unified communications (UC) applications to your Android devices, integrating into your PBX and enabling VoIP and cellular calling. This service enables you to utilize your own mobile device for both business and personal phone calls. ShoreTel Connect for Android is compatible with ShoreTel Connect ONSITE, ShoreTel Connect CLOUD, ShoreTel Sky, and ShoreTel 14.2. Please note that to use this client with a ShoreTel 14.2 system, you must be using ShoreTel Mobility Router version 8.1.

Content

Table of Contents

Overview of Connect Mobile
Getting Started
Supported Devices and Operating Systems for ShoreTel Connect for Android
Managing Calls
Accessing your Voicemail
Managing Settings
Troubleshooting
Upcoming Features
Features from the Legacy Mobility Client that Have Been Deprecated or Operate Differently
Differences in Feature Support for ShoreTel Connect, ShoreTel Sky, and ShoreTel 14.2
FAQs

Overview of Connect Mobile

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ShoreTel Connect for Android, a Connect for Mobile app, gives you the power of ShoreTel Connect on your mobile device. You can make enterprise VoIP calls over your enterprise Wi-Fi, public Wi-Fi, or cellular data network. If you decide to leave your office in the middle of a call, you can easily switch from Wi-Fi to your cellular voice network while the call continues. If you're on a call when you return to the office, you can switch back from cellular to Wi-Fi. You can also  join conference calls at the tap of a button and find contact information for everyone in your organization's system directory.

Getting Started

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This section provides information about how to obtain the ShoreTel Connect for Android app and how to log in. It also provides an overview of the interface, including a list of icons.

Installing and Logging In 

You can get the ShoreTel Connect for Android app from the Google Play Store. After you install the app, the information you specify on the log-in page depends on the ShoreTel platform you use:

Interface Overview

This section introduces the Dashboard and provides a description of the icons in ShoreTel Connect.

Dashboard

The Dashboard shows your current availability state, upcoming events, and recent calls. At the bottom of the Dashboard, you can easily access your voicemail and your complete list of recent calls, events, and contacts. To return to the Dashboard from any other main page,  tap User-added image.

User-added image


Icons

The following icons are included in ShoreTel Connect for Android:

IconDescription
Call Actions
 Add caller
User-added imageDialer
User-added imagePlace call on hold
User-added imageSilences an incoming call
User-added imageMerge calls to create a conference call
User-added imageMove call
User-added imageMute
User-added imageSpeaker
User-added imageSwitch from one active call to another, putting the current active call on hold.
User-added imageHandover call to carrier or handoff call to Wi-Fi.
User-added imageTransfer
Recent Call Activity
User-added imageInbound call
User-added imageMissed call
User-added imageOutbound call
Application Actions and Indicators
Enables/disables Do not ring feature. When enabled, all interactions go straight to voicemail, and the ShoreTel Connect for Android user is not notified of the incoming/missed interaction.
User-added imageGo to Dashboard
Add Contact
Call
Close
Delete
Edit (such as Delete)
Information about contact
Search
Settings
 

Supported Devices and Operating Systems for ShoreTel Connect for Android

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ATT and Verizon are supported cellular providers for ShoreTel Connect for Android. Android versions 5.1.x, 6.0.x, 7.0.x, 7.1.x are supported.

Managing Calls

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Make a call from the Dialer. From the Dashboard, swipe up to show the dialing keypad. Dial the number and tap the call icon.  Swipe down to return to the Dashboard when your call is complete.
Dial from Directory or Favorites. From the Dashboard, tap Contacts. Tap Favorites to view your list of favorites. Tap Directory to access your organization's system directory, and then tap User-added image. Type a name, and then tap Click to View to show matches. Tap the contact to show detailed information, and tap  to call that contact. To close a contact without calling, tap . To return to the previous screen, tap . To return to the Dashboard, tap User-added image.
You can also quickly search local and system directory contacts by tapping User-added image at the top of the Dashboard.

Dial from your Recent missed or answered calls. From the Dashboard, tap Recent. Scroll to find the the call you want to dial, and tap it to make the call.

Manage handover (change the network during a call). To switch from VoIP over Wi-Fi to a cellular voice network call while on a call, tap handover. (Note that the other party will hear silence briefly.) While on a cellular call, tap handin to switch from the cellular voice network to VoIP over Wi-Fi.

Join a conference call. You can easily join any events created with the ShoreTel Connect client. From the Dashboard, tap Events. Find the call you want to join, and tap Join to dial the conference number and access code automatically.

Place an active call on hold. Tap hold. To take the call off hold, tap unhold.

Transfer a call. All calls can be transferred, and ShoreTel Connect for Android supports blind transfer and consultative transfer. Complete the following steps to transfer a call:

  1. In an active call, tap .

  2. Search for the contact to transfer the call to or enter that person's extension or phone number, and then tap  for a blind transfer or for a consultative transfer. 

  3. Tap  to complete the transfer.

  4. If you chose a blind transfer, you can simply hang up. If you chose Consult, speak to the answering party and then hang up.

Merge two calls. While on a call, if you have a call on hold, another incoming call, or you dial another party, you can merge the calls together. With both calls displayed, tap merge. The calls are now merged into one call, and the parties can hear each other.

Move a call to your desk phone. You can move a call from the ShoreTel Connect app on your mobile device to your desk phone. For example, if you're on a call while you're away from the office, you can switch the call to your desk phone when you arrive at the office. To move an in-progress call, tap move. (Note that this feature is not available if the in-progress call is a conference call.) 

Accessing your Voicemail

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Check your messages. From the Dashboard, tap Voicemail. Tap a message that you want to listen to, and then tap . You can also call back the person who left you the message, or you can delete the message.

Note: ShoreTel Sky users can access voicemail by pressing and holding 1.

Managing Settings  

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Change your availability state. Your availability state is displayed on the Dashboard under your name at the top of the page. Tap the drop-down arrow to display the list of availability states, and tap the one you want to use. The Custom availability state lets you specify a 50-character status message along with an Available, Busy, or Unavailable status.

Enable Do Not Ring. From the Dashboard, tap  to view the Settings page. Toggle the Do not ring this device setting to turn ringing on or off. This setting applies to any calls to your enterprise phone number (your direct-inward dial or "DID" phone number). Ringing for calls to your personal mobile number is not affected.

Configure your VoIP Settings. You can specify how you want Connect for Android to use voice-over-IP capabilities. From the Dashboard, tap  to view the Settings page. Tap VoIP Settings, and then review and change the following settings as desired:

Troubleshooting

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Determine your connection type and status. From the Dashboard, tap  to view the Settings page. Tap Troubleshooting, and then tap Connection Status. Your current connection type is shown. If you see the message, "Everything is awesome," you know that your connection is working properly. Any red icons for a connection type might mean that you have an issue for which you need to contact your support organization.

View detailed information about your app. From the Dashboard, tap  to view the Settings page. Tap Troubleshooting, and then tap Configuration. Scroll through the information displayed about your configuration.

Send logs to ShoreTel Support. If you're experiencing issues with ShoreTel Connect, ShoreTel Support might ask you to provide logs so that they can diagnose the issue. You can provide your logs by emailing them or by uploading them to your Mobility Router. From the Dashboard, tap  to view the Settings page. Tap Troubleshooting, and then tap Logging. Tap Upload Logs and provide a label to identify your logs, or tap Send Logs via Email and add any additional email addresses that you want the logs to go to and click Send.  (Note that uploading the logs requires an active connection to the ShoreTel Mobility Router.)

If you have trouble logging in to the app, you can also send your logs to ShoreTel Support by tapping Send Logs on the login page.

Enable SIP logging. Your ShoreTel administrator or ShoreTel Support might ask you to enable SIP logging on your device. From the Dashboard, tap  to view the Settings page. Tap Troubleshooting, and then tap Logging. Enable the SIP Logging option.

Upcoming Features 

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The following features will be added to the app on a monthly release cycle:

Features from the Legacy Mobility Client that Have Been Deprecated or Operate Differently

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The following features from the legacy ShoreTel Mobility app are either not supported in ShoreTel Connect or behave differently, as noted:

FeatureDescriptionDeprecatedBehavior
Change
Device Support
Multiple Device SupportShoreTel Mobility client running on multiple devices is not supported.
X
 
Call Functions
Call forwardingCall forwarding is not supported, but you can set up call forwarding in the Connect client.
X
 
Reverse DialThe ShoreTel Mobility Router calls the Mobility client for cellular calls.
X
 
 
Dual persona optionsPersonal call mode is not supported.
X
 
Location (Home, Road, Office)A user's ability to change location is not supported.
X
 
Country-specific access numberThe ShoreTel Mobility Router no longer provides a list of international dial-in numbers.
X
 
Client-controlled deviceAllowing the ShoreTel Connect client to control call function for the ShoreTel Connect for Android app is not supported.
X
 
Automatic HandoverAutomatically moving a call between Wi-Fi and a cellular network is no longer the default.
 
This feature is turned off by default, but it can be enabled on the Settings page.
Other Functions
Customized MenuUser's ability to change the order of menu items is not supported.
X
 
QR code for client app downloadThe ability to download the client app through a Quick Response (QR) code is not supported.
X
 
Provisioning URLA URL that simplifies the provisioning process by providing network and user info through the mobile device's browser is not supported.
X
 
Discrete logging levels in clientThe ability to set specific logging levels in the client log is not supported.
X
 
Dashboard Connectivity StatusVoIP and Enterprise Data connectivity status indicators
 
Indicators of connectivity status have been moved to the Troubleshooting section under Settings.
Client log file name changeThe client logs generated by ShoreTel Connect use a new naming convention as compared to the legacy Mobility client.
 
New client log file name format is:
MC.[Username].[Extension].[Mobile OS].[Date].[Time].zip.

 

Differences in Feature Support for ShoreTel Connect, ShoreTel Sky, and ShoreTel 14.2

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Some of the features available in the ShoreTel Connect for Mobile for Android app for the ShoreTel Connect CLOUD and ShoreTel Connect ONSITE platforms are not available for ShoreTel Sky or ShoreTel 14.2. Supported features are marked with an X. Unsupported features are blank.

Note: To use Connect for Mobile with ShoreTel 14.2, ShoreTel Mobility Router 8.1 or higher (minimum build 8.1.10.106) must be installed.

FeatureShoreTel Connect
for CLOUD
and ONSITE
ShoreTel SkyShoreTel 14.2
VoIP over Wi-Fi
X
X
X
VoIP over cellular data network
X
X
X
Handover from Wi-Fi call to cellular voice network
X
X
X
Visual Voicemail
X
 
X
Availability State
X
 
X
Extension dial
X
X
X
JOIN button for calendar events
X
X
X
Call Transfer
X
X
X
Call Move
X
X
X
Do Not Ring Device
X
X
X
System Directory
X
X
X
Multiple Call Support
X
X
X
Ad-hoc Conferencing (Call Merge)
X
X
X
Call Recording
X
 
X
Call History
X
X
X

 

FAQs 

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Q: Can I use both the new ShoreTel Connect app and the legacy ShoreTel Mobility client at the same time on my device?
A: While it's possible to have both applications installed on your device, ShoreTel recommends that you uninstall the legacy ShoreTel Mobility client before using ShoreTel Connect. If you choose to retain both apps on your device, you cannot run them simultaneously--you must log out of one app to use the other because only one app per device can be registered at a time. Also, be aware that having both apps installed might cause a drain on your device's battery or other issues.

Q: How can I see what kind of network connection I'm using?
A: Go to Settings > Troubleshooting > Connection Status to view the status of your connections. Green icons indicate active connections. Red icons indicate that a connection is not active.

Q: How can I populate my Favorites list in ShoreTel Connect for Android?
A: Any Favorites that you create in the ShoreTel Connect client are displayed in your Favorites list. Currently, this is the only way to populate the Favorites list in ShoreTel Connect for Android.

Q: When I change my Availability State in ShoreTel Connect for Android, does it override how I set my Availability State in the Connect client?
A: Yes, when you change your Availability State, either in ShoreTel Connect for Android or the ShoreTel Connect client, that most recent change takes precedence over any previous changes.

Q: Can I see the Availability State for my contacts in ShoreTel Connect for Android?
A: No. To view contacts' Availability State, use the ShoreTel Connect client.

ShoreTel Dates

Created Date 2017-05-04 - Modified Date 2017-09-13


Article: 000013433