ShoreTel Sky Mobility

Content


IMPORTANT NOTES:

This article, which is applicable to ShoreTel Sky customers only, documents both the new ShoreTel Connect (for mobile devices) app and the legacy ShoreTel Mobility Client that will be removed from the App Stores and will no longer be supported as of October 2017. This article will continue to be updated and currently provides useful information for installing and setting up the new app, and managing all aspects of the ShoreTel Sky Mobility service.

 

To access articles that document supported features, devices, and instructions for the new ShoreTel Connect (for mobile devices) app that is now available to both ShoreTel Sky and ShoreTel Connect CLOUD customers, see the ShoreTel Connect for iOS and ShoreTel Connect for Android articles.

Overview

The ShoreTel Sky Mobility service extends voice and unified communications (UC) applications to mobile devices. This service enables users of the ShoreTel Sky phone system to utilize desk phone and UC features on their smart phone for both business and personal communications. ShoreTel Sky Mobility automatically and securely selects the best available network, Wi-Fi or cellular, without any action by the user. This service is available to ShoreTel Sky customers for a monthly fee per user.

Table of Contents

Using Mobility
Supported Features
Requirements
Changing Phone/Voicemail PIN Warning
Download and Install App
Provisioning (Setup)
Identify Mobility Router
Identify Mobility App
Known Limitations/Issues
Activate Service
Manage Settings
  -  Edit Account Settings
  -  Add Users
  -  Remove Users
Supported Devices and OS
Related Topics

Using Mobility

To access feature instructions for the new ShoreTel Connect app that is now available to ShoreTel Sky customers, see the ShoreTel Connect for iOS and ShoreTel Connect for Android articles.

To access feature instructions for the legacy ShoreTel Mobility Client app, see the Using ShoreTel Sky Mobility article.

NOTE: The legacy app, which has a blue/gray interface, is named "ShoreTel Mobility Client" in the App Stores, but is named "ShoreTel Connect" when the app is installed on your phone. The new app has an all orange interface and is named "ShoreTel Connect" both in the App Stores and on your phone. When you open the legacy ShoreTel Mobility Client app on your phone, you will see the screen shown below. Press "App Store" to get the new app. The legacy app will no longer be supported as of October, 2017.

New Application Available Screen
 

Supported Features

To see a list of supported features for the new ShoreTel Connect for mobile devices app, see the ShoreTel Connect for iOS and ShoreTel Connect for Android articles.

Requirements

Managed IP phone profile

Changing Phone/Voicemail PIN Warning

When you have ShoreTel Sky Mobility service and use the ShoreTel Connect app, if you change the phone/voicemail PIN that you use to access the ShoreTel Sky phone system, you must use the "Change Phone PIN" feature in the ShoreTel Sky Portal. For instructions, see the Change Phone/Voicemail PIN Using the ShoreTel Sky Portal section of the Password Management article. Following these instructions will update your password on the Mobility Router assigned to your company's ShoreTel account and then synchronize the password change with the ShoreTel Connect app on your mobile device.

Note: After changing your phone/voicemail PIN as explained above, if the ShoreTel Connect app on your mobile device is not functioning correctly, close and restart the app. If the "Sign In" screen appears, enter your new phone/voicemail PIN in the Password field and press Sign In. If the app is still not working correctly, press the gear icon in the top-right corner of the screen to open the Settings screen, press Logout at the bottom of the screen, and then login.

Download and Install App

To download and install the new ShoreTel Connect (for mobile devices) app, use the link below for your type of mobile phone:

After installing the new app on your mobile device, open the ShoreTel Connect app and use the following "Provisioning (Set Up)" instructions to enter the correct information when prompted on your mobile device. If you have any issues using these instructions, please contact ShoreTel Sky Support.

Provisioning (Set Up)

Note: To enable a ShoreTel Sky Mobility user to utilize the Provisioning Instructions listed below, you MUST first tell the user which SMR value (SMR1, SMR2, or SMR3) to choose when entering the server addresses in the ShoreTel Mobility app on the user's mobile device. For instructions to identify the SMR value that is assigned to your account, see the Identify ShoreTel Mobility Router section of this article.

Provisioning Instructions

If the Provisioning screen does not appear automatically when the ShoreTel Connect app is installed and opened, navigate to Settings > Advanced > Provisioning on your mobile device.

Note: When the "ShoreTel Connect Would Like to Send You Notifications" pop-up message appears, press the Allow button, and then press the Continue button. You will also be asked if you want to participate in a voluntary data collection program.

  1. After installing and opening the app, touch each field listed below to input data on the ShoreTel Connect "Sign In" screen that appears on your phone:
    • Username: Enter your 10-digit enterprise (business) phone number
    • Password: Enter your phone/voicemail PIN for the above phone number
    • Mobile Number: Enter your 10-digit mobile (personal) phone number
    • Server Address (defaults to "clientstart.sky.shoretel.com"): Replace the default by entering one of the following IP addresses depending on which ShoreTel Mobility Router is assigned to your account. See the Identify ShoreTel Mobility Router section of this article for instructions.
      • SMR1 = 10.10.105.100
      • SMR2 = 10.60.33.233
      • SMR3 = 10.60.33.234
  2. Press anywhere above the input fields on the app interface to hide your phone's keyboard.
  3. Press the Sign In button.
    • Note: If the correct data was entered, the International Number Validation screen appears. Otherwise, if you see an error message, review the instructions in the previous steps above and re-enter the necessary data.
  4. When the International Number Validation screen appears, press Yes (or press No if you don't want to use +1 with your mobile number for int'l calls)
  5. When the Remote Server Details screen appears, do the following:
    • In the top field, enter one of the following remote server addresses depending on which ShoreTel Mobility Router is assigned to your account. See the Identify ShoreTel Mobility Router section of this article for instructions.
      • SMR1 = smr1.shoretelsky.com
      • SMR2 = smr2.shoretelsky.com
      • SMR3 = smr3.shoretelsky.com
    • In the bottom field, enter: 443
  6. Press the Next button
  7. If the correct data was entered, press OK when the Provisioning screen displays "This device has been successfully provisioned."

Note: When a series of "ShoreTel Connect Would Like to ..." messages appear, make the desired selections (OK or Don't Allow). Your selections will determine whether or not the ShoreTel Connect app has permission to access areas of your mobile phone to fully utilize certain features. These areas include Calendar, Contacts, and Microphone.

The following images are examples of on-screen prompts:

Sign In Screen

Connect Provisioning Screen 1


Remote Server Details Screen

Remote-Server-Details
 

Identify ShoreTel Mobility Router

Using the instructions in the Provisioning section of this article requires that you know which SMR (ShoreTel Mobility Router) is assigned to your company's account. To find out which router is used for your account, SMR1, SMR2, or SMR3, an Authorized Contact (Decision Maker or Phone Manager) for your account can do the following:

  1. Log into https://portal.shoretelsky.com with business email address (username) and user password.
  2. Navigate to Phone System > Add-on Features
  3. In the Add-on Features screen that appears, click the Settings button next to ShoreTel Mobility.
  4. In the ShoreTel Mobility Settings screen that opens, make a note of which SMR# is used for your account's ShoreTel Mobility Router, as shown in the following image. (If the ShoreTel Mobility Settings screen displays an "Error timeout" message, please navigate back to the Add-on Features screen and try step 3 again.)

Mobility Router

Note: If you cannot access the above screen for any reason, you can create a Support Case to request the Mobility Router SMR# for your account from ShoreTel Sky Support.

Identify Mobility App

The table below shows the icons for both the legacy and new apps for the ShoreTel Sky Mobility service.

Legacy ShoreTel Mobility Client appNew ShoreTel Connect app
Legacy App IconNew App

 

Known Limitations/Issues

The Known Limitations/Issues listed below are for the new ShoreTel Connect app that has an all orange interface. To see limitations for the legacy ShoreTel Mobility Client app, which has a blue/gray interface, see the Using ShoreTel Sky Mobility article.

General Limitations

Activate Service

Authorized Contacts (Decision Makers and Phone Managers) can do the following to activate the ShoreTel Sky Mobility service in the ShoreTel Sky Portal.

  1. Log into https://portal.shoretelsky.com with business email address (username) and user password
  2. Navigate to Phone System > Add-on Features
  3. In the Add-on Features screen that appears, click the Activate button next to ShoreTel Sky Mobility.
  4. The Settings dialog box opens displaying the following fields, most of which are visible and modifiable by only ShoreTel Sky Support.
    • Mobility Router - This field shows the ShoreTel Mobility Router assigned to your account.
    • Group Name - This field shows the group name assigned to your account.
    • Voicemail Access Number - This field is for the 10-digit phone number that you dial to access your business voicemail system.
    • Access Number
    • Reverse Dial Number
    • Handover Number
  1. Select the "Send email notification" check box to ensure that authorized personnel in your organization are notified whenever any of these settings are changed.
  2. Click OK to save the settings.
  3. Click OK again when asked to confirm the purchase of the license.
    • Note: You can start adding users, but complete activation of ShoreTel Sky Mobility requires that you create a Support Case to request activation from ShoreTel Sky Support.

Manage Settings

Your organization's ShoreTel Sky Mobility service is built with default settings that are applied to every new user. Authorized Contacts (Decision Makers and Phone Managers) can utilize the instructions in the following Add Users, Remove Users, and Enable Video or Send Provisioning Email sections. Only ShoreTel Sky Support is enabled to Edit Account Settings.

Note: When viewing the ShoreTel Mobility screen that appears after clicking the Manage button on the Add-on Features screen, the tabular formatted screen that opens enables you to customize your view of data. You can drag columns to different locations, change column width, and right-click within the column headings area to make selections to show or hide any of the columns of data that are displayed on the screen. Additionally, tabular formatted screens provide a "Multiple values search" field.

Edit Account Settings

To update the Account Settings for your Mobility service, a Decision Maker or Phone Manager can create a Support Case to communicate your request to ShoreTel Sky Support. Note that changes to account settings are applied only to new users and do not impact existing user settings.

Add Users

As a Decision Maker or Phone Manager, you can use the following instructions to add users to their ShoreTel Mobility service:

  1. Log into https://portal.shoretelsky.com with business email address (username) and user password.
  2. Navigate to Phone System > Add-on Features
  3. In the Add-on Features screen that appears, click the Manage button next to ShoreTel Mobility.
  4. In the ShoreTel Mobility screen, click the Add button, which opens a ShoreTel Mobility dialog box displaying a list of all inactive users.
  5. Search for the desired user(s) and select the check box next to the desired user name(s) that you want to activate.
  6. Click OK, then click OK again when asked to confirm the purchase of the ShoreTel Mobility license.

Enable Video or Send Provisioning Email

As a Decision Maker or Phone Manager, you can enable video calls for users who have not already been enabled either at the account level or individually via the Add User feature. You can also send a provisioning email to enable users to self-provision the Mobility service on their mobile device. To manage these options, use the following instructions.

  1. Log into https://portal.shoretelsky.com with business email address (username) and user password.
  2. Navigate to Phone System > Add-on Features
  3. In the Add-on Features screen that appears, click the Manage button next to ShoreTel Mobility.
  4. In the ShoreTel Mobility screen that opens, which displays a list of active users, to find the desired user, you can filter your view of data displayed on the screen by doing the following:
    • Users - To find a specific user, type search criteria in the Name and Phone Number columns, and sort users by clicking any of the column headings.
    • Locations - To view users from a particular location, select the desired address from the "All locations" drop-down menu (located above the toolbar).
  5. When you find the desired user, right-click anywhere in the row of the user and choose from the following:
    • Click the Update ShoreTel Mobility option, and in the Edit ShoreTel Mobility Settings dialog that opens, select the check box next to Enable Video.
    • Click the Send Provisioning Email option to send a Mobility provisioning email to the selected user's business email address (as listed in the user's Personal Information screen).
  6. Click OK to confirm.

Remove Users

Authorized Contacts - Use the following instructions to remove users from your ShoreTel Sky Mobility service.

  1. Log into https://portal.shoretelsky.com with business email address (username) and user password.
  2. Navigate to Phone System > Add-on Features
  3. In the Add-on Features screen that appears, click the Manage button next to ShoreTel Mobility.
  4. In the ShoreTel Mobility screen, which displays a list of active users, search by Name and Phone Number for a desired user.
    • You can also sort users by clicking any of the column headings.
  5. When you find the desired user, right-click anywhere in the row of the user.
  6. Select the Disable ShoreTel Mobility option to remove the user from the service.
  7. Click OK to confirm the delete.

Supported Devices and OS

The following supported devices are for the legacy ShoreTel Mobility Client app that has a blue/gray interface and is labeled as "ShoreTel Connect" when the app is installed. The new app has an all orange interface and is named "ShoreTel Connect" both in the App Stores and on your phone. To see supported devices for the new ShoreTel Connect app, see the ShoreTel Connect for iOS and ShoreTel Connect for Android articles. This section will be updated in October, 2017 to reflect the new ShoreTel Connect app.

Apple Devices / iOS Versions

Android Devices / OS Versions

Related Topics

Using ShoreTel Sky Mobility
ShoreTel Connect for iOS
ShoreTel Connect for Android
Password Management
ShoreTel Sky Portal
ShoreTel Sky Fax
ShoreTel Sky Scribe
ShoreTel On Demand Conferencing
ShoreTel Sky Replay
ShoreTel Sky for Salesforce
ShoreTel Sky Application Integration Solutions
ShoreTel Sky Support
Resolve Issues via Support Cases

ShoreTel Dates

Created Date 2013-03-26 - Modified Date 2017-09-06


Article: 000004392