Mitel Documentation

Relevant to: faculty and staff

This article contains information considered accurate at the time of publishing. Technology updates, changes in University security practices, policies and procedures may effect the information in this article - updates to articles are scheduled on a periodic basis and will address any required changes.

Logging into the Mitel Connect Softphone
Logging into Mitel Contact Center
Logging into Mitel’s Agent Manager (Supervisors Only)
Logging into Mitel’s Contact Center Director (Supervisors Only)
How to Create Reports (Weekly and Monthly)

Introduction

Mitel is the university's Unified Communication’s Phone System and Contact Center. Prior to logging into the Mitel system for the first time with your @sunyempire.edu username, you will need to clear your Internet browser’s cookies and cache and restart your computer.

Logging into the Mitel Softphone

1. Launch the Mitel Connect Softphone Application from your Desktop
   
2. Login with your @sunyempire.edu username
3. Click Sign In
   
4. Click the Single Sign On Button
5. Select Work or School Account
6. Enter your Password
7. Check that the Softphone is Selected
   
8. Test your connection by dialing the Mitel Voicemail System at 2770

Logging into the Mitel Contact Center

1. Launch your web browser and visit https://cc-tom4.shoretel.com/queues
2. Login to the Agent Interaction Center with your @sunyempire.edu username
   
3. Click Next
4. Click the Single Sign On Button
5. Enter your Password

Agent Manager Application (Supervisors Only)

1. On Your Desktop “Search” for ShoreTel Agent Manager
2. Login to the Agent Manager with your @sunyempire.edu username
   
3. Click Next
4. Click the Single Sign On Button
5. Enter your Password

Logging into the Mitel Contact Center Director (Supervisors Only)

1. Launch your web browser and visit https://ccdirector.shoretel.com/ccd
2. Login to the Contact Center Director with your @sunyempire.edu username
   ​​​​​​
3. Click Next
4. Click the Single Sign On Button
5. Enter your Password

How to Create Reports (Supervisors Only)

These instructions were created and maintained by 1Stop. 

• Creating the Weekly report in Mitel.docx
• Creating Agent Manager Dashboards.docx