ShoreTel Connect for iOS

Content


Overview of Connect for Mobile
Getting Started
Supported Devices and Operating Systems for ShoreTel Connect for iOS
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 for Mobile

ShoreTel Connect for iOS, 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

This section provides information about how to obtain the ShoreTel Connect for iOS 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 app from the Apple App 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 iOS:

Icon

Description

Call Actions

User-added image

Add caller

User-added image

Show the dial pad

User-added image

Place call on hold

User-added image

Call ring disabled

User-added image

Merge calls to create a conference call

User-added image

Move call

User-added image

Mute

User-added image

Speaker

User-added image

Switch from one active call to another, putting the current active call on hold.

User-added image

Handover call to carrier or handin call to Wi-Fi.

User-added image

Transfer

Recent Call Activity

User-added image

Inbound call

User-added image

Missed call

User-added image

Outbound call

Application Actions and Indicators

User-added image

Go to Dashboard

User-added image

Add

User-added image

Call

User-added image

Close

User-added image

Delete

User-added image

Edit (such as Delete)

User-added image

Information about contact

User-added image

Search

User-added image

Settings

User-added image

Work contact

 

Supported Devices and Operating Systems for ShoreTel Connect for iOS

ATT and Verizon are supported cellular providers for ShoreTel Connect for iOS.

iOS versions 9.3.x,10.0.x,10.1.x,10.2.x, and 10.3.x are supported by ShoreTel Connect for iOS, provided the device supports the iOS version. 

The following devices are supported:

Managing Calls

Make a call from the Dialer. From the Dashboard, swipe up to show the dialing keypad. Dial the number and tap the green 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 in the Search Directory field type a name. Tap Click to View to show matches. Tap the contact to show detailed information, and tap the phone icon to call that contact. To close a contact without calling, swipe down. 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.

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. While viewing the active call, tap transfer. Search for the contact to transfer the call to or enter that person's extension or phone number, and then do one of the following:

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

Check your messages. From the Dashboard, tap Voicemail. Tap a message that you want to listen to, and then tap the play button. 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  

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.
Note: Availability state is not available on ShoreTel Sky. On ShoreTel 14.2, it's called Call Handling Mode.

Set Do Not Ring to send calls to voicemail. From the Dashboard, tap User-added image to view the Settings page. Toggle the Do not ring this device setting to turn ringing off for the Connect app and send your calls to voicemail. 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 iOS to use voice-over-IP capabilities. From the Dashboard, tap User-added image to view the Settings page. Tap VoIP Settings, and then review and change the following settings as desired:

--Over Wi-Fi  (This setting allows data usage over enterprise or public Wi-Fi.)
--Over Cell Data  (This setting allows data usage over your cellular carrier's data plan.)

Troubleshooting

Determine your connection type and status. From the Dashboard, tap User-added image 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 User-added image 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 User-added image 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 User-added image to view the Settings page. Tap Troubleshooting, and then tap Logging. Enable the SIP Logging option.

Upcoming Features

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

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

 

Feature

Description

Deprecated

Behavior
Change

Device Support

Multiple Device Support

ShoreTel Mobility client running on iPad and Doc is not supported.

X

 

Specialized iPad build

iPad is not supported.

X

 

ShoreTel Dock

The ShoreTel Dock 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 Dial

The ShoreTel Mobility Router calls the Mobility client for cellular calls.

X

 

Dual persona options

Personal call mode is not supported.

X

 

Location (Home, Road, Office)

A user's ability to change location is not supported.

X

 

Country-specific access number

The ShoreTel Mobility Router no longer provides a list of international dial-in numbers.

X

 

Client-controlled device

Allowing the ShoreTel Connect client to control call function for the ShoreTel Connect for iOS app is not supported.

X

 

Automatic Handover

Automatically 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.

Apple Call Kit functionality

Incoming native cell call does not interrupt in-progress VoIP call

 

Users can switch between VoIP calls and cellular calls.

Apple Watch support

 

 

This feature will be available in a future release.

Other Functions

Customized Menu

User's ability to change the order of menu items is not supported.

X

 

#123

Shortcut keystrokes to enter logging functionality on iOS devices is not supported.

X

 

QR code for client app download

The ability to download the client app through a Quick Response (QR) code is not supported.

X

 

Provisioning URL

A 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 client

The ability to set specific logging levels in the client log is not supported.

X

 

Keep Wi-FI Connected 

For iOS, this feature maintains the Wi-Fi connection to the server to maximize the number of incoming VoIP calls.

 

The toggle for this setting was removed in user interface, but the feature remains in the app.

Dashboard Connectivity Status

VoIP and Enterprise Data connectivity status indicators

 

Indicators of connectivity status have been moved to the Troubleshooting section under Settings.

Client log file name change

The 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

Some of the features available in the ShoreTel Connect for iOS 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 indicated by blank table cells.


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.

Feature

ShoreTel Connect
for CLOUD
and ONSITE

ShoreTel Sky

ShoreTel 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

XXX

Visual Voicemail

X

 

X

Enterprise Voicemail Waiting Indicator (Notification)

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 

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?
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 iOS.

Q: When I change my Availability State in ShoreTel Connect for iOS, 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 iOS or the ShoreTel Connect client, that most recent change takes precedence over any previous changes.

ShoreTel Dates

Created Date 2017-07-20 - Modified Date 2017-09-13


Article: 000013947