Troubleshooting Mitel Connect Softphone Issues
OVERVIEW:
Many times that individuals receive the Softphone Connect error message, there is a disruption in their connection.
STEP-BY-STEP SOLUTION:
To resolve this issue the following steps need to occur:
- Logging out of any workgroups currently signed into
- Then exit out of Mitel (In Mitel, click Connect, then Exit) - this is VERY KEY
- Restart computer
- Exit out of Mitel (In Mitel, click Connect, then Exit) if it pops up after restart - this is VERY KEY
- Connect to Global Protect
- Refresh connection once the GP connects
- Relaunch Mitel
- Log into Mitel if prompted for Mitel username and password
- Make sure the softphone connects
- Log back into any workgroups
STILL HAVING ISSUES?
If after taking the above steps in that order the caller is still having issues, please assign a ticket to Telephone Services Include the following:
- A good call back number alternative to their softphone number
- Exact Error message
- When it first started happening
- Type of computer they are on
- Name of computer (in the device name field)