User Guide

Mitel One Mobile Application

User Guide

March 18 2024

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Getting Started with the Mitel One

Mobile Application

This chapter contains the following sections:

• What is Mitel One Mobile Application

• Register and Access the Mitel One Mobile Application

• Log In / Log Out

• Reset Your Password

• Verify your Mobile Number

• Permissions and Notifications

• Mitel One Mobile Application Overview

• Manage Mitel One Settings

• Supported Regions, and Languages

This chapter will help you to install, register, and log in to the Mitel One mobile app; reset your password; get

acquainted with the Home screen; and access your settings, permissions to be enabled to use the app, the

notifications generated and the devices supported by the app.

1.1 What is Mitel One Mobile Application

The Mitel One mobile application is a next-generation collaboration app that provides advanced

communication features and integrates with the MiVoice Office 400 to improve work efficiency and enhance

workplace communication. It consolidates telephony, messaging, and meetings within a single app for a

complete collaboration experience.

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Getting Started with the Mitel One Mobile Application

To download the latest version of the app, iPhone users can tap here for the App Store and Android phone

users can tap here for the Google Play Store. You can also open the App Store or Play Store app on your

phone and search for and download Mitel One.

Download and install the app to:

• Place, answer, hold, retrieve, and transfer a call; and perform multi-call handling

• Initiate secure personal one-to-one messaging, group messaging, and Streams

• Manage communications and voice-centric workflows more effectively

• View the live status (presence) of users for whom the PBX is integrated with the app

• Enable contact synchronization and management (business and personal contacts)

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1.2 Register and Access the Mitel One Mobile Application

Note:

The following procedure applies only to users who do not have Single Sign-On (SSO) configured

for their Mitel account. Users who have SSO configured by their IT Administrator need not register

their information with Mitel. They can use the SSO functionality to access the application. For more

information, contact your IT administrator or see Configuring Single Sign-On for CloudLink with

Microsoft Azure AD.

Before you log in to the application for the first time, you must register and set up your Mitel One account.

Perform the following steps to set up your account.

1. Ensure that you have received an email bearing the subject line Welcome to Mitel One from no-

[email protected]. This is the welcome email sent when a Mitel One license is assigned to you by the Mitel

Partner or Account Administrator in the Mitel Administration. If you do not find this email in your mailbox,

check your Junk or Spam folders for recent emails sent to you from [email protected].

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2. The welcome email includes a Set up Mitel One button.

Tapping this button takes you to the Finish building your account page, where you can provide the

details required to complete the account registration process.

3. In the Name field, your name will get automatically populated. This is the name that will be visible to

other users when you use the application. Create a new password for the Mitel One web application

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Getting Started with the Mitel One Mobile Application

and tap Complete after accepting the terms and conditions to complete the account registration

process.

Upon successful registration, you will be logged in to the application and the Mobile Verification screen

is displayed.

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4. In the Mobile Verification screen:

• Tap VERIFY NOW to verify your mobile number. For more information, see Verify your Mobile

Number on page 12.

• Tap Skip to skip mobile verification and continue to the Home screen.

• Tap Next to open the Create Your Profile screen where you can add a profile picture, and add

a status message. After making the necessary updates, tap DONE to save the changes and to

continue to the Home screen.

1.3 Log In / Log Out

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Note:

When you log in to the Mitel One mobile application for the first time after installation:

• For using certain features of the Mitel One app, you must grant permission to the app to access

certain areas of your computer when the app generates on-screen messages asking for

permissions. For more information, see Permissions and Notifications on page 20.

• MiVoice Office 400 users will be alerted to verify their mobile number. Verify the mobile number to

use the carrier network in the mobile to place or answer calls.

1. Open the Mitel One application on your phone and tap Login. The Mitel user login page is displayed.

2. Enter the email address (specified in the account for the user) in the Enter your email address

field and tap Next. If your email address is registered with multiple customer accounts, the message

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Getting Started with the Mitel One Mobile Application

Multiple accounts located. Additional account information needed to proceed is displayed and the

Account ID field appears. Enter the Account ID, and tap Next.

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3. From the screen that opens, continue to log in to the application using either of the following methods:

• Using Single Sign-On (SSO)

Note:

You can use SSO to log in to the application only if your IT administrator has configured Single

Sign-On (SSO) for your Mitel account.

a. Tap Single Sign On. You will be redirected to your SSO provider to sign in to your account.

b. Enter your credentials in the fields provided and tap Sign in to log in to the application.

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Note:

Contact your IT administrator if you are not able to sign in to the application using the SSO

option or if you get the following error.

• Using the Mitel account password

a. Tap the Or use your Mitel credentials option.

b. In the Password field that is displayed, enter the password you specified while registering your

account.

c. Tap Next to log in to the application.

Note:

If you have forgotten your password, see Reset Your Password on page 12 to learn how to

set a new password.

After successful sign in, the End User License Agreement (EULA) is displayed.

4. Tap ACCEPT to accept the end-user agreement and log in to the application. Tapping DECLINE will

display a prompt message that you will be logged out of the application. Tap Proceed to log out of the

application, or tap Cancel to close the message.

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Note:

The end user agreement appears only when a user logs in to the Mitel One application for the first

time. If you accept the agreement from one of the type of Mitel One client (that is Mobile, or Web),

the agreement will not appear again when the user logs in from other types of Mitel One client.

Log Out

1. Tap your avatar at the top left of the screen. A panel opens.

2. Tap LOG OUT to log out of the application.

1.4 Reset Your Password

If you have forgotten your password, perform the following steps to reset your password.

1. Open the Mitel One app on your mobile phone and tap Login. The Mitel user login page is displayed.

2. Tap Next.

3. Tap the Forgot Password link.

4. Tap Next. If you tap Login Page, you are redirected to the user login page.

5. An email containing a Reset Password link, and a 6-digit code number is sent to the e-mail address

you provided. If you do not find this e-mail in your mailbox, check your Junk or Spam folders for recent

e-mails sent to you from [email protected].

6. Tap the Enter Code tab displayed on your phone and enter the 6-digit code number. Tap Submitto

reset your password.

7. Alternately, in the e-mail that you received, tap the Reset Password link. In the Set a New Password

page that opens, enter a password that meets the Password Requirements and confirm the entry. Tap

Next to reset your password.

1.5 Verify your Mobile Number

Mitel One users can access all the features of the application except managing calls using the carrier

network, without verifying their mobile number. To place and answer calls using the carrier network, users

must verify their mobile number. After installing the application, perform the following steps to verify your

mobile number:

1. Log in to the Mitel One app.

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2. Navigate to the mobile verification screen. There are three methods by which you can do this:

• By navigating across the initial login screens when you log in for the first time:

a. After you log in for the first time, tap Skip or swipe to navigate across the first four screens after

which the Mobile Verification screen is displayed (as shown in the screenshot below).

b. Tap VERIFY NOW to continue the verification process. Tapping Skip cancels the process.

The Verify Number screen is displayed.

• By using the user profile panel:

a. Tap your avatar at the top left of the screen. A panel opens.

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b. Tap the Phone option. The Phone Settings panel opens.

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Tap the Edit icon ( ) icon associated with My number.

The Verify Number screen is displayed.

• By sliding the Use Carrier Minutes toggle button:

a. Tap your avatar at the top left of the screen. A panel opens.

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b. Tap the Phone option. The Phone Settings panel opens.

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c. Slide the Use Carrier Minutes toggle button to the right. The Missing Verification screen is

displayed.

d. Tap VERIFY NOW to continue the verification process. Tapping Not Now cancels the process.

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The Verify Number screen is displayed.

3. In the mobile verification screen, select your resident country by using the drop-down menu and enter

your mobile number. Tap REQUEST CODE. You will receive a six-digit code on the mobile number you

entered.

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4. In the Verify Number screen that opens, enter the code in the field provided and tap CONFIRM. If you

do not receive a text message containing the code, tap Resend Code.

After successful verification of your number, a green banner with the Number verified! You're ready to

make phone calls. message is displayed.

After verifying your mobile number, you can do the following to turn on your mobile voice plan to manage

calls.

1. Tap your avatar at the top left of the screen. A panel opens.

2. Tap the Phone option. The Phone Settings panel opens.

3. Slide the Use Carrier Minutes toggle button to the right. The toggle button turns blue indicting that all

outgoing and incoming calls will be routed through your carrier network.

For more information about this feature see, Manage Mitel One Settings on page 26.

1.5.1 Replace Your Mobile Number

To replace your mobile number, perform the following steps:

1. Tap your avatar at the top left of the screen. A panel opens.

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2. Tap the Phone option. Phone Settings panel opens.

Tap the icon associated with My number. Replace Number panel opens.

4. Enter the new number that you want to update, and tap REQUEST CODE. You will receive a six-digit

code on the mobile number you entered

5. In the Verify Number screen that opens, enter the code in the field provided and tap CONFIRM. If you

do not receive a text message containing the code, tap Resend Code.

6. After successful verification of your number, a green banner with the Number verified! You're ready to

make phone calls. message is displayed.

1.6 Permissions and Notifications

When you log in to the Mitel One application for the first time, the use of certain features will generate

a prompt asking for permission to access areas of your device. To enable the application to be fully

functional, select the Allow or OK option for each prompt that asks for your permission. If you choose to

Block or Don't Allow any of these prompts, you will not be able to use the associated features.

The following list describes each type of permission and the associated features.

• Notifications (iPhone only) — Allows the app to display notifications when you receive calls and

messages.

• Contacts (iPhone and Android) — Allows the app to access (sync) the personal contacts you have

saved on your mobile phone to communicate with these contacts from the app.

• Microphone/Record Audio (iPhone and Android) — Allows the app to record your voice for use during a

phone call.

• Phone Calls (Android only) — Allows the app to manage phone calls and call history.

• Run in the Background (Android only) — Allows the app to run in the background and stop optimizing

battery usage. The app must be open or running in the background to receive calls and messages.

• Photos (iPhone and Android) — Allows access to your phone’s stored images to update your avatar or

include in a message.

• Camera/Take Pictures (iPhone and Android) — Allows access to your phone’s camera to take a picture

to update your avatar or include in a message.

To change your permissions, open the Settings menu on your mobile phone (not in the Mitel One

application) and use the following guidelines. The exact steps will be different depending on the OS version

of your phone.

• iPhone users — Navigate to Settings > Mitel One, and change the access setting for the desired

features.

• Android users — Navigate to Settings > Apps or Application Manager > Mitel One > Permissions,

and change the access setting for the desired features.

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Note:

• Devices running Android 6 or later include battery optimization features, which improve battery

life by placing apps that are inactive in Doze mode or App Standby. These battery optimization

features can prevent the Mitel One app from displaying incoming message and call notifications

when the app is running in the background or closed. To receive incoming messages and call

notifications in the Mitel One app, the user must turn off battery optimization options in the mobile

device.

There are two categories (OS default and mobile device type specific) of Android mobile device

battery optimizations that a Mitel One user must be aware of. The app prompts the user to disable

battery optimization if it is set as the default OS option; however, the user must specifically check

the battery optimization settings specific to your device.

1. Default — When an app user logs in to the Mitel One app or starts the app, the app user

must select Allow and then Allow again if the "Run in the Background" prompt requests a

confirmation to allow the app to run in the background. Selecting Allow will disable battery

optimization related to the Mitel One app. If you select Deny, the app may not receive message

and call notifications when the app is running in the background or closed.

2. Device Specific — Many Android mobile devices have additional battery optimization settings

and options (such as Performance Mode, Power Savings mode, Ultra Power Savings mode,

and Manage All Automatically) that impact the app from receiving notifications. Also, there are

several user options related to the app receiving notifications. Refer to the user guide for your

specific Android mobile device type to ensure that the battery optimization and notifications

options are so set as to allow Mitel One app incoming message and call notifications when the

app is running in the background or closed.

• When a device is set to Low Power Mode, you might experience unpredictable application

behavior. It is recommended to charge the device to overcome this behavior.

For all mobile devices with Android 13, after installing the Mitel One mobile application, notifications from

the application are blocked.

To give permission to the application, do either of the following:

• When you receive a notification while using the application, click Allow in the prompt.

• Go to Settings > Apps > Mitel One > Notifications and then enable the toggle button next to Show

notifications.

Error Notifications

• If there are problems with your network connectivity, a The device is currently offline banner

appears. When this occurs, you may be unable to use the app features. If this issue persists, contact

your IT administrator.

• If there are problems with the softphone in the application, a Call service not available banner

appears. The softphone might be unregistered due to a network outage or the CloudLink Platform or

the PBX might be blocking the softphone registration. When this occurs, you will not be able to place or

answer calls using the application. If this issue persists, contact your IT administrator.

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Badge Notification

• iOS

This feature displays a number over the app icon on the home screen of your phone. This is the

total number of your missed calls plus unread messages. To enable this feature, go to Settings >

Notifications, select Mitel One, and enable the Badges toggle.

• Android

This feature displays a number over the top of the app icon on the home screen of your phone. This

is the total number of unread messages when there is an active notification in the Notification Center.

To enable this feature, go to Settings > Notifications, enable the App icon badges toggle. (The App

icon badges setting is enabled for all apps, but you can disable it for an individual app by selecting that

app in Notifications.) The exact locations for the App icon badges settings may change depending

upon the device type.

Call Notifications

Incoming calls generate different on-screen notifications depending on a variety of scenarios for your app

and your mobile phone. To learn more, see Answer or Decline a Call on page 48.

Message Notifications

Incoming messages generate different on-screen notifications depending on a variety of scenarios for your

app and your mobile phone. To learn more, see the iPhone or Android section of Respond to a Message

on page 78.

1.7 Mitel One Mobile Application Overview

The main screen of the Mitel One mobile application has two main sections:

A - Home screen

B - Navigation menu

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Note:

• What features are available in the Mitel One application for a user depends on the license that the

user has purchased. For more details about licensing, see the Licensing section of the specific PBX

in the Mitel One Deployment Guide. A CloudLink Administrator can enable or disable specific Mitel

One features for a user. Contact your CloudLink Administrator if you do not have access to the

features mentioned in the license subscribed by you.

• Because Ray Baum is not supported on the MiVoice Office 400 PBX, telephony is disabled on the

Mitel One web application for MiVoice Office 400 PBX users in North America.

Home Screen

The Home screen provides easy access to all the features of the application and enables quick

communication with your contacts.

The Home screen displays:

• the user’s avatar at the top left of the screen.

• the following widgets:

• Favorites

• Messages

• Missed Calls

• Quick Functions

Avatar

Tapping the avatar at the top left of the app screen opens a panel that provides access to change multiple

settings. The most important settings include changing your avatar, mobile number, setting your presence

and a personalized status message, enabling or disabling Use Carrier Minutes, Run in Background

(Android only), change the Log Level, Submit an Issue, and share feedback about the application; and

access the online help documentation, release information, the privacy policy, and the End User License

Agreement; and view the application version number. For more information, see Manage Mitel One

Settings on page 26.

Widgets

• Favorites

The Mitel One mobile app allows you to add up to 48 contacts as favorites. The Favorites widget

also displays the speed dials and user groups you added to your Mitel One web application. For more

information, see Set Your Favorites on page 39.

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• Missed Calls

The Missed Calls widget displays the calls you have missed. Tapping the SHOW ALL option in the

widget opens the Phone menu where you can:

• View all outgoing and incoming calls in the All list

• View only incoming calls that were not answered in the Missed list

• Search for a contact in the directory using the Search icon.

For more information, see Phone on page 45.

• Messages

The Messages widget lists all the recent messages you received, in chronological order. To reply to

a message in the Messages widget, tap the message. This opens the messaging session with that

contact displaying the messages you received.

For more information, see Messages on page 75.

• Quick Functions

The Quick Function widget lists four frequently used function types available as Quick Functions in

the Mitel One Mobile application. You can activate or deactivate any of these functions by selecting the

corresponding quick function key.

For more information, see Quick Functions on page 92

Navigation Menu

The navigation menu displays the icons for accessing various features of the application. Only the features

you are licensed to use are displayed.

•

Home — Tapping the Home icon opens the Home screen that provides easy access to all

features of the application and enables quick communications with your contacts. For more information,

see Home Screen.

•

Phone — Tapping the Phone icon opens the call history screen of the application that enables

you to view all outgoing, incoming, and missed calls. For more information, see Phone on page 45.

•

Messages — Tapping the Messages icon opens the messages menu that displays all the

Streams and messages you received, in chronological order. For more information, see Messages on

page 75.

•

Meetings — Tapping the Meetings icon in the navigation bar at the bottom of your mobile

screen opens the Meetings menu. For more information, see Meetings on page 91.

•

Contacts — Tapping the Contacts icon opens the Contacts menu that provides access to all

business and personal contacts. It also enables you to search through the contact list quickly to find the

contact you want to communicate with. For more information, see Contacts on page 82.

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1.8 Manage Mitel One Settings

The Settings panel provides access to change your avatar, and mobile number; set your presence and a

personalized status message; enable or disable using the carrier network in the mobile to manage calls;

report an issue and share feedback about the application; and access the online help documentation,

release information, the privacy policy, and the End User License Agreement; and view the application

version number.

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The following table summarizes how to utilize the options available on the Settings panel of the Mitel One

application.

Profile You can change your avatar in the Mitel One app. To do this, tap the

Edit Photo, select the image you wish to use and then click Done. For

more information, see Set Up Your Profile on page 30.

Update your Status Tap this option to set your presence in the app, and to add a personal

message as your status. For more information, see Set Your Status

Message on page 37.

Set yourself as Tap this option to set your presence in the Mitel One web application.

Your presence enables other Mitel One users to know your availability.

For more information, see Set Your Presence on page 34.

Phone Tap this option to:

• Enable the Use Carrier Minutes toggle to place and answer calls

using the mobile voice plan. For more information, see Using

Carrier Network for Managing Calls on page 42.

• Add or edit your mobile number in the Mitel One app. For more

information, see Set Up Your Profile on page 30.

• Enable the Run in Background option (Android only) to prevent

the Mitel One app from remaining idle, thereby preventing the

Android OS from putting the application in Doze Mode or App

Standby.

in. Tap Sign Out to sign out of your Microsoft Office 365 account.

Extended Search Tap this option to enable or disable a consolidated directory extended

search. For more information, see Contacts Menu.

Issues & Feedback Tap this option to report a problem you encountered while using the

application and to share your ideas and feature suggestions about

the application. For instructions on how to report issues and provide

feedback, see Report an Issue and Share Feedback on page 107.

About Tap this option to view the version details of the application, Account

Number; view the privacy policy, End User License Agreement, and

release information; and to set the logging level.

Help & Support Tap this option to access the end user help documentation.

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LOG OUT Tap this option to log out of the app. When you log back in, all of your

calls, messages, meetings, and contacts will be there for you to access

again.

1.9 Supported Regions, and Languages

Supported Regions

The following table lists the countries where the Mitel One solution can be deployed.

Africa Americas Asia Pacific Europe Middle East

Botswana Argentina Australia Austria Bahrain

Cape Verde Brazil Bangladesh Belgium Cyprus

Egypt Chile French Polynesia Bosnia and Herze

govina

Jordan

French Southern

Territories 1 2

Colombia India Croatia Kuwait

Libya 2 Curaçao 1 2 Indonesia Czech Republic Lebanon

Madagascar 2 Ecuador Kazakhstan Denmark Qatar

Mauritius El Salvador Malaysia Finland Saudi Arabia

Niger Guadeloupe 1 2 New Caledonia France Turkey

Réunion 1 2 Guatemala New Zealand Germany United Arab Emir

ates

South Africa Martinique 1 2 Papua New Guinea Greece

Tanzania Mexico Philippines Hungary

Panama Singapore Italy

Peru Sri Lanka Kosovo

Taiwan Liechtenstein 1

Thailand Luxembourg

Macedonia 1

Monaco 1 2

Netherlands

Norway

Poland

Portugal

Romania

Russia

Serbia 1

User Guide 28

Africa Americas Asia Pacific Europe Middle East

Slovakia

Spain

Sweden

Switzerland

United Kingdom

Not supported by Apple App Store.

Not supported by Google Play Store.

Supported Languages

The following languages are supported for both the application and the online help:

• English (North American)

• French

• German

• Spanish (European)

• Portuguese

• Dutch

• Italian

By default, the display language of the app is specific to the country to which you have registered the app.

You can change the default language by selecting a language of your choice in the native settings area

of your mobile phone. The Mitel One app applies this setting to change the display language for the user

interface to the selected language.

Support for Remote Workers

Remote workers using the Mitel One app must register with a CloudLink account in one of the countries

listed in the Supported Regions section in this topic. For help, see Register and Access the Mitel One

Mobile Application on page 3.

The default ringtone is the one specific to the country in which the app was registered. For example, for

remote workers in Italy who have registered their Mitel One app in France, the default ringtone is the one

specific to France.

Setting up Your Mitel One Mobile

Application

This chapter contains the following sections:

• Set Up Your Profile

• Upload Your Avatar

• Set Your Presence

• Set Your Status Message

• Set Your Favorites

• Organizing the Widgets

• Using Carrier Network for Managing Calls

This chapter will help you understand how to change your profile picture, mobile number, or your availability

status, and to set your favorite contacts and speed dials.

2.1 Set Up Your Profile

You can edit your profile at any time to change your avatar, and mobile number.

Add or Edit your Avatar

Note:

You cannot change your email address from the Mitel One application. To change your email address,

you must log in to the MiVoice Office 400 server manager.

To edit your avatar:

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Setting up Your Mitel One Mobile Application

1. Tap your avatar at the top left of the app screen. A panel opens.

2. To change your avatar, tap Edit Photo and follow the prompts. For more information, see Upload Your

Avatar on page 33.

Note:

You cannot edit your name from the Mitel One application.

Add or Edit Your Mobile Number

To add or edit your mobile number:

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1. Tap your avatar at the top left of the app screen. A panel opens.

2. Tap Phone. The Phone Settings panel opens.

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3. Do either of the following:

• To add a mobile number

Tap beside the mobile number. The Replace Number screen opens.

b. Select your resident country by using the drop-down menu and enter your mobile number. Tap

REQUEST CODE. You will receive a six-digit code on the mobile number you entered.

• To edit your mobile number

Tap associated with My number . The Verify Number screen opens.

b. Select your resident country by using the drop-down menu and enter your mobile number. Tap

REQUEST CODE. You will receive a six-digit code on the mobile number you entered.

The Verify Number screen opens.

4. Enter the code in the field provided and tap CONFIRM. If you do not receive a text message containing

the code, tap Resend Code.

After successful verification of your number, a Number verified! You’re ready to make phone calls

banner appears at the top of the screen.

2.2 Upload Your Avatar

Your avatar is the icon or image that displays with your profile to help other Mitel One users recognize you.

When you first register your app, your avatar displays your initials until you upload an avatar.

To upload an avatar:

1. Tap your avatar at the top left of the app screen. A panel opens.

2. Tap Edit Photo and choose one of the displayed options:

• Take Photo (follow all on-screen prompts).

• Photo Library (navigate to and tap the desired photo on your mobile device).

• Remove Photo (follow the onscreen prompts to delete).

3. After choosing one of the above options, tap Done.

Note:

The maximum image size is 4.5 MB for the avatar. Supported image types are .jpg, .png, and .bmp.

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2.3 Set Your Presence

You can set your presence in the Mitel One mobile app. Your presence enables other Mitel One users

know your availability.

•

Indicates you are Available to message or receive calls.

•

Indicates you are Busy and not ready to message or receive calls. However, you will still receive

calls, messages, and message notifications when your presence is set to Busy.

Note:

Your presence automatically changes to Busy while you are on a call or in a Mitel One meeting.

•

Indicates that you are Away or have currently locked your system or mobile. However, you will

still receive calls, messages, and message notifications.

•

Enable Not Available to block all voice calls to your application and the desk phone associated

with your Mitel CloudLink account. To disable Not Available on your application, set your availability

status to Available or Busy.

Setting Your Presence

To set your presence, do the following:

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Setting up Your Mitel One Mobile Application

1. Tap your avatar at the top left of the app screen. A panel opens.

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2. Do either of the following:

• Using the Update your Status option. The status screen opens.

a. Tap your current presence. The Set yourself as panel opens.

b. Tap the corresponding option to set your presence to Available, Busy, Away, or Not Available.

c. Tap Save.

• Using the Set yourself as option

a. Tap the Set yourself as option. The Set yourself as panel opens.

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Setting up Your Mitel One Mobile Application

b. Tap the corresponding option to set your presence to Available, Busy, Away, or Not Available.

Setting the presence states in your app updates the presence states in the MiVoice 400 deskphone

associated with your Mitel CloudLink account and vice versa. The following table lists the presence states

in MiVoice Office 400 and their corresponding states in the Mitel One app.

MiVoice Office 400 Mitel One Mobile Application

Available Available

Absent Away

Meeting Busy

Not Available Not Available

Busy Busy

2.4 Set Your Status Message

To set or update your status message:

37 User Guide

Setting up Your Mitel One Mobile Application

1. Tap your avatar at the top left of the app screen. A panel opens.

User Guide 38

Setting up Your Mitel One Mobile Application

2. Tap the What’s your status? option.The status screen opens.

3. In the Type here field, enter your preferred message, and tap Save to save the message as your status

message.

2.5 Set Your Favorites

The Favorites widget will display your favorite contacts and contact groups, and speed dials making it

easier for you to communicate with your most important contacts.

39 User Guide

Setting up Your Mitel One Mobile Application

Note:

• You can add up to a maximum of 48 entries in the Favorites widget.

• You cannot add speed dials or user groups as favorites using the mobile app. However, the

speed dials and user groups added using your Mitel One web application will be displayed in the

Favorites widget of the mobile app.

• You cannot rearrange your favorite contacts in a preferred order using the mobile app. You can

rearrange them using your Mitel One Web application to be displayed in the Favorites widget of

the mobile app.

To add contacts as Favorites:

In the Home screen, tap in the Favorites widget. The widget panel opens.

2. Tap the Add option. The Add Favorite panel opens displaying the contacts.

Tap associated with a contact in the business or personal (if configured) contact list to add that

contact as your favorite.

2.6 Organizing the Widgets

Mitel One mobile app allows users to organize the widgets in the app.

User Guide 40

Setting up Your Mitel One Mobile Application

Note:

You can organize only the Missed Calls widget and the Messages widget in the Mitel One Mobile

application. You do not have an option to move the Quick Functions widget. To change the order of

all widgets including the Quick functions widget, rearrange them in the Mitel One Web application. The

change will reflect in the Mitel One Mobile application.

To organize the widgets:

1. In the Home screen, swipe up to access the EDIT option.

41 User Guide

Setting up Your Mitel One Mobile Application

2. Tap EDIT. The Widgets order panel opens.

3. Choose which widget you want to appear on top of the Home screen.

4. Tap SAVE to save the changes

2.7 Using Carrier Network for Managing Calls

You can connect all outgoing and incoming calls using the carrier network in your phone via the native

dialer instead of the Mitel One app.

Note:

• The Use Carrier Minutes toggle is disabled by default.

• You must verify your mobile number to use this functionality. For more information, see Verify your

Mobile Number on page 12.

• The Use Carrier Minutes toggle was previously known as Use GSM.

To enable the toggle:

User Guide 42

Setting up Your Mitel One Mobile Application

1. Tap your avatar at the top left of the app screen. A panel opens.

2. Tap Phone. The Phone Settings panel opens.

43 User Guide

3. Slide the Use Carrier Minutes toggle to the right.

During a carrier call, the call features available in the application’s call screen are not supported. When this

toggle is disabled, calls are placed and received over a Wi-Fi or LTE network via the Mitel One app, and all

call features are supported.

Note the following requirements, limitations, and characteristics for calls placed and received over a carrier

network:

• Carrier calls require configuration of the MiVoice Office 400 PBX for your Mitel CloudLink account. For

details, see the Configure GSM Call Through Feature section of either of the two Configure MiVoice

Office 400 PBX topics located here and here.

• When the following dialog appears while placing a carrier call, tap the Call option to give the app

permission to place the call. The phone number displayed in this dialog is not the number you are

calling; it is an internal routing number that also appears in your mobile phone's native call history

screen.

• You cannot block your outbound caller ID. This means you cannot dial a block caller ID code (for

example, *67) before placing a carrier call and cannot enable a setting on your phone (or on a website

or app used to manage your phone) to block your caller ID.

• Your outbound caller ID displays the DDI phone number of your MiVoice Office desk phone.

Phone

This chapter contains the following sections:

• Call Features

• Answer or Decline a Call

• Place a Call

• Place an Emergency Call

• Start a Conference Call

• Handle Multiple Calls

• Transfer a Call

• Call History

Note:

Because Ray Baum is not supported on the MiVoice Office 400 PBX, telephony is disabled on the Mitel One

web application for MiVoice Office 400 PBX users in North America.

The topics listed will help you learn how to best utilize the telephony feature provided by the Mitel One mobile

application.

3.1 Call Features

During an active call, the Mitel One mobile app call screen provides access to the following call control

features:

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Phone

• Mute — Prevents the other party from hearing your voice and any background noise.

• Dialpad — Enter the phone number of a contact using the keypad to call the contact. Also, you can use

DTMF tones on IVR to call the number.

• Speaker — Play audio using the speaker on your mobile device.

•

Hold — Place teh caller on hold. To place a call o hold, tap the Hold icon ( ). This disables

all the other icons on your call screen. While you place a call on hold, the contact at the other end is

alerted with a beep. To retrieve the held call, tap the icon.

• Transfer — Transfer an active call to one of your contacts or another phone number. For more

information, see Transfer a Call on page 66.

• Add Call — Add a new call to the ongoing call.

•

End Call — Tap to end the call.

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Phone

Note:

• All call screen buttons will not be visible on some device types or in certain screen resolutions. In

such cases, you can scroll the call screen to access the required buttons.

• Call history, incoming caller ID, and outgoing caller ID are synchronized with consolidated directory

contacts . Hence, the name and details displayed in the call history, incoming call screen, and

outgoing call screen are from the consolidated directory if the application is not synchronized with

the Office 365 account of a user. If the application is synchronized with Office 365, all details in the

call history, incoming call screen, and outgoing call screen that are from the consolidated directory

are overridden with the details from the contacts if it exists.

Call Banners

Three different call banners are displayed within the Mitel One Mobile Application. These banners will

appear when the application or softphone are offline, and can be used to identify why it may not possible to

make a call.

Call Banners Description

Indicates that there is no local WiFi or LTE network

connectivity available.

Indicates that the softphone is offline. This banner

is displayed after network outage, or as a result of

a device or application restart.

Indicates that the softphone is not yet registered

and available of making or receiving calls.

Note:

You will not be able to make or receive calls whilst call banners are displayed.

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3.2 Answer or Decline a Call

The Mitel One mobile app displays a call screen with the options to accept or decline an incoming call. Tap

Accept to answer the call or Decline to ignore the call.

Note:

• The Mitel One app can simultaneously handle two connected calls; an ongoing call and a call on

hold. If there is a third call when two calls are already connected, the call screen opens displaying

options to Accept or to Decline that call. If you accept the call, the ongoing call gets disconnected.

If you decline the call, the call is routed to the voicemail system associated with your desk phone

depending on how the app is configured in the PBX for your Mitel One account.

• When the Use Carrier Minutes toggle is enabled, you will see your mobile phone’s native call

screen when you answer a call. If the Use Carrier Minutes toggle is disabled, you will see the

Mitel One call screen displaying all the app's call features. For more information, see Using Carrier

Network for Managing Calls on page 42.

For all incoming calls that you receive:

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Phone

• If the caller is one of your contacts, the application displays the caller's name.

• If the caller is not one of your contacts, the application displays the name if a name is available in the

caller ID; otherwise, the application displays the phone number.

• When caller information is marked private, the application displays Unknown.

• If you have saved two or more contact names with the same number, the application displays the first of

these names in the contact list when you receive a call from that number.

When an incoming call is not answered during the time when the call rings and on-screen notifications

are presented, the call is logged in the application as a missed call. If the incoming caller hangs up before

the call forwards to voicemail a red notification dot is displayed along with the Phone icon in the

navigation menu of the application and also updates the Missed Calls widget indicating that you have a

missed call.

If the incoming caller leaves a voicemail message, a voicemail notification icon will appear next to the

Phone icon indicating you have new voicemail messages. The Missed Calls widget also indicates

that you have a missed call.

Call Notifications

Incoming calls generate different on-screen notifications depending on the following scenarios for your

Mitel One mobile app:

iPhone

• When your app is open and visible, or running in the background (open and not visible), an incoming

call rings and an on-screen notification appears. Tapping the notification opens the call screen

displaying options for you to Accept or Decline the call.

• When your app is not running (closed), an incoming call rings and an on-screen notification appears.

Tapping the notification opens the call screen displaying options for you to Accept or Decline the call.

• When your mobile screen is locked, an incoming call rings and an on-screen notification appears.

Swiping the notification to the right answers the call and displays the native call screen. To access the

app call screen, tap the Mitel One icon and unlock your phone.

Android

• When your app is open and visible, or running in the background (open and not visible), or not running

(closed), an incoming call rings and the call screen opens displaying options to decline or accept the

call. These options are displayed even when your mobile phone is locked.

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Note:

Battery optimization features can prevent the Mitel One app from displaying incoming messages

and call notifications when the app is running in the background or closed. To receive incoming

message and call notifications in the Mitel One app, the user must turn off battery optimization

options in the mobile device. There are two categories (OS default and mobile device type specific)

of Android mobile device battery optimizations that a Mitel One app user needs to be aware of. The

app prompts the app user to disable battery optimization set as the default OS option, however the

mobile device user must specifically check the other device specific battery optimization settings.

1. Default

When an app user logs in to the Mitel One app or starts the app, the app user must select Allow

and then Allow again if the "Run in the Background" prompt requests a confirmation to allow

the app to run in the background. Selecting Allow will disable battery optimization related to the

Mitel One app. If you select Deny, the app may not receive chat and call notifications when the

app is running in the background or closed.

2. Device Specific

Many Android mobile devices have additional battery optimization settings/options (such

as Performance Mode, Power Savings mode, Ultra Power Savings mode, Manage All

Automatically) that impact the app from receiving notifications. Also, there are several user

options related to the app receiving notifications. Refer to the user guide for your specific

Android mobile device type to ensure that the battery optimization and notifications options

are set accordingly to allow Mitel One app incoming chat and call notifications when the app is

running in the background or closed.

3.3 Place a Call

The Mitel One mobile app provides calling icons throughout the application to facilitate you to place calls.

Place a call using dialpad

To place a call using dialpad:

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1. Access the dialpad by doing either of the following:

• Tap the Press to dial a number option in the Missed Calls widget.

•

Open call history and tap the dialpad icon ( ).

The dialpad opens.

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2. Dial the telephone number using the dialpad, or enter or paste the number in the field provided.

Tap to place the call.

Place a call from Favorites

Tap any contact in the Favorites widget, and tap the Call icon ( ) from the panel that opens to dial

the primary telephone number for a contact.

Place a call from the Contacts menu

To place a call to a contact from the Contacts menu, do either of the following:

•

Swipe right on the contact and tap to dial the primary telephone number for the contact.

•

Tap the contact, and tap the Call icon ( ) from the panel that opens to dial the primary telephone

number for the contact.

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Place a call from the Phone menu

To place a call using the call history records in the Phone menu, tap any call history log to place a call to

that contact.

Place a call from the messaging window

To place a call when you are messaging a contact, tap displayed at the top-right of the messaging

window to dial the primary telephone number for the contact.

Making calls via the iOS call history

If a Mitel One call is displayed in the iOS call history, and once the call is selected then the call is made via

the Mitel One application.

Note:

1. Not all Mitel One Softphone calls are displayed in the iOS call history. For example, if your call

routing is set to ring on your Deskphone but not your Mitel One Softphone, then the call will appear

in the Mitel One call history but not in the iOS call history.

2. Calls may be categorized differently in the iOS call history and the Mitel One Softphone call history.

For example, if a call rings on both the Mitel One Softphone and the users Deskphone, and the

user answers the call using the Deskphone, in the iOS call history, the call is displayed as a missed

call, while in the Mitel One call history, it is displayed as an answered call.

3. If you see the notification warning Attention Calling is currently unavailable displayed when you

attempt to make a call then the Mitel One softphone is not registered, please check your network

settings and try again.If the issue persists please contact your network administrator.

3.4 Place an Emergency Call

Mitel One supports the following Emergency numbers: 000, 110, 111, 112, 118 119, 911, and 999, thereby

allowing users access to these Emergency calling services. The Emergency calling services are specific to

each country supporting such services, and to ensure that there are no dialing conflicts, the administrator

must configure these Emergency numbers in the MiVoice Office 400 PBX.

To place an Emergency call:

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Phone

1. Access the dialpad by doing either of the following:

• Tap the Press to dial a number option in the Missed Calls widget.

•

Access the Phone menu and and tap the dialpad icon ( ).

The dialpad opens.

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Phone

2. Dial the Emergency number using the dialpad, or enter or paste the number in the field provided.

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Tap to place the call. A Call XXX (Emergency number) prompt appears.

Clicking the prompt places the call through the closest GSM cellular network via your mobile phone’s

native dialer instead of through the Mitel One app. Clicking Cancel cancels the operation.

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Points to Consider

• It is recommended that you use your mobile phone’s native dialer instead of the Mitel One app to place

an Emergency call.

• It is recommended that you dial the Emergency number specific to the country you are currently located

in.

• In case of Android devices, the device determines whether a dialed number is an Emergency number

or not based on the location, SIM card, Android database, and network, and the device will override

the numbers supported by the Mitel One app. That is, an Emergency number supported by Mitel One

might be determined to be not an Emergency number by the device. For example, 000 is an Emergency

number supported by the app, but an Android device in US will not select it as an Emergency number.

On the other hand, when the Android device is in certain countries, when you dial 144, the device will

select that as an Emergency number even though the Mitel One app does not support that number as

an Emergency number.

3.5 Start a Conference Call

The Mitel One Mobile application supports three-person conference calls. You can talk to two persons at

the same time by starting a conference call among you and them.

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Note:

• A conference call in Mitel One is limited to three participants.

• During a conference call, the participants in the call can mute the call, put the call on speaker, swap

the call, use the dial pad, or end the call.

• During a conference call, if one of the participants drops, the remaining two participants can

continue the call as a regular call with all the basic call features.

• The call screen of each participant in a conference call will display the name (if provided) or

number of the other two participants in the call.

You can convert an ongoing call into a conference call by following these steps:

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Phone

During an ongoing call, tap the Add Call icon ( ) in the call screen of the application.

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2. The ongoing call is placed on hold, and the Add Call screen opens where you can select the contact

you want to call by doing one of the following:

• In the Search field, enter the name of the contact. The Search field displays a list of contacts whose

names match the letters that you type. Tap the name to select that contact.

• In the Search field, enter the number of the contact and tap ENTER to select that number.

3. After selecting the contact, tap CALL to place a call to the selected contact. Tapping Cancel cancels

the operation and returns you to the call screen.

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Note:

Tap Swap to place the current call on hold, and to remove the hold placed with the first contact.

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After the second contact answers the call, click the Merge icon ( ). The calls are merged into a

conference call involving these contacts.

3.6 Handle Multiple Calls

In a busy work environment, you may need to answer more than one call at a time. The Mitel One mobile

app enables you to answer an incoming call while you are already on another call.

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Options for Answering a Second Incoming Call

When you are on one call, and you receive a second call, you have the following options:

• To accept the second call and end the first call, tap the End & Accept icon.

• To decline the second call and stay on the first call, tap the Decline icon.

• To accept the second call and place the first call on hold, tap the Hold & Accept icon.

Options for Managing Two Calls

When you have two calls connected at the same time, you have the following options:

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• Mute: Prevents the other party from hearing your voice and any background noise.

• Dialpad: Enter the phone number of a contact using the keypad to call the contact. Also, you can use

DTMF tones in an IVR.

• Speaker: Play audio using the speaker on your mobile device.

• Merge: Merge an active call with a call on hold to create a three-person conference call.

• Swap: Switch between two calls. This places the active call on hold and changes the call on hold to be

the active call.

• Transfer To Held Call — Transfer the active call to the contact placed on hold.

•

End call: Tap to end the call.

• The call information and options presented on the web application call screens will be the same as

those presented on the mobile application call screens except that the mobile application call screen

shows a call on hold and offers a swap call option because the mobile application always shows only

one call screen at a time. In the web application, there is a call screen for each call; therefore, the call

screen UI does not indicate the call on hold and does not offer swap because the call screen for the

other call is displayed and can be directly accessed.

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Phone

3.6.1 Conference Call

An incoming conference call will appear identical to a normal incoming call, until the call is merged. Once

merged the other two participants names are displayed.

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Note:

• A conference call in Mitel One is limited to 3 participants.

• During a conference call, the participants in the call can only go on Speaker, Mute or end a call. All

other options are disabled.

• During a conference call, the call screen of the participant who initiated the call displays the name

or number of the other two participants in the call. The call screens of the other two participants

displays the name or number of the participant who initiated the call, plus the other third party in

that Conference Call.

• During a conference call, if one of the participants drops, the call continues as a regular call for the

remaining participants. However, if the participant who initiated the call drops, the call screen of the

application of the participant who last joined the three-person call will continue to display the name

or number of the participant who initiated the call instead of the participant with whom the call is

currently connected.

3.7 Transfer a Call

The Call Transfer feature in the Mitel One mobile app allows you to redirect an ongoing call from your

mobile to another number. When the transfer is successful, you are disconnected from the call and the call

to the redirected number becomes the active call. Either person on a call can transfer the call. Mitel One

mobile application supports two types of call transfers: Blind transfer and Supervised transfer.

Blind Transfer

In Blind transfer, you can transfer an ongoing call immediately without waiting for a response from the

contact to whom you want to transfer the call.

To Blind transfer a call:

During the ongoing call, tap the transfer icon ( ) in the call screen of the Mitel One mobile app.

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Phone

2. The Transfer to screen opens, where you can select the contact and then transfer the call by doing one

of the following:

• Tap the contact’s Tile on the screen.

•

Tap the Contacts icon ( ), and tap the contact from the list that appears.

•

Tap the Dialpad icon ( ), enter the contact’s phone number, and tap ( ) to call that

number.

This completes the Blind transfer. The call ends for you and the contact at the other end is placed on the

transferred call.

Supervised Transfer

Supervised transfer allows you to transfer an ongoing call after consulting with whom you want to transfer

the call to. You will remain on the ongoing call until the transfer is complete.

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To transfer an ongoing call through Supervised transfer:

Call the contact to whom you want to transfer the call by tapping the Add call icon ( ) on the app

call screen.

2. The active call is placed on hold and the Add a recipient screen opens where you can select and

call the contact to whom you want to transfer the call by doing one of the following. When you call the

contact to whom you want to transfer the call, the contact at the other end of the ongoing call is placed

on hold.

• Tap the contact’s Tile on the screen.

•

Tap the Contacts icon ( ), and tap the contact from the list that appears.

•

Tap the Dialpad icon ( ), enter the contact’s phone number, and tap ( ) to call that

number.

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If the contact to whom you want to transfer the call agrees to accept the call being transferred, tap the

Transfer To Held Call icon ( ) to transfer the call. This ends the call for you and the contact who is

at the other end on hold is placed in a call with the contact to whom you transferred the call.

Before transferring the call, you can switch between the contact at the other end on hold and the contact to

whom you want to transfer the call by tapping the Swap icon ( ). When you tap this icon, the active

call is put on hold and the call on hold becomes the active call.

If the contact to whom you want to transfer the call does not respond to the call or declines to accept the

call being transferred, tap on the call screen to resume your call with the contact on hold.

For details on call history records for a transferred call, see Call History Records for a Transferred Call on

page 73.

Consolidated Directory Contact Transfer

When you want to transfer a call to a consolidated directory contact, perform the following steps:

During the ongoing call, click the back arrow ( ) on the call screen.

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2. Select the Contacts option and search for the contact you want to transfer the call.

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Select the contact and click the call icon ( ).

4. The call screen will now have the option Transfer to held call. Click Transfer To Held Call to complete

the transfer.

3.8 Call History

The Phone menu of the Mitel One mobile app enables you to view all outgoing, incoming, and missed

calls, place a call to any contact in the call history, and delete a call history item.

Call history is synchronized with the consolidated directory contacts configured through the PBX (OIP/AD/

Public and Private Phonebook). If the application is synchronized with the Office 365 account of a user, the

call history screen will display the user's name and details from the contacts if it exists.

The call history is stored in the Mitel CloudLink Platform. Therefore:

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• you can access the call history from any Mitel One application (web or mobile).

• when you delete the Mitel One mobile app, the call history is not deleted. When you reinstall the

application, and log in, the call history is synced and displayed in the application.

Note:

• The call history in the application is not synced with the call history on the desk phone associated

with your Mitel CloudLink account. Also, the call history in the application displays the name of a

user as registered in the Mitel CloudLink Platform whereas the desk phone associated with your

account displays the name of the same user as registered in the MiVoice 400 PBX.

• After a user leaves a conference, the call history in the application displays an incoming call entry

from each participant in the conference and also an outgoing call entry to the conference bridge.

• When the application is synchronized with the Office 365 account of a user, the call history screen

will display the name and details from the contacts if it exists, when the user calls or receives a

call from a personal contact using the application. However, when the application and the personal

contacts in the mobile device are not synchronized, the call history screen will display details from

the consolidated directory contacts.

• Declined incoming calls are displayed as missed calls in the call history of the application while

the call history in the MiVO400 deskphone associated with your account displays such calls as

answered calls.

• If a Mitel One user enters a function code (for example, *74#), a call history log is created only if

the function code action results in a call connection with another user endpoint. For example, if

the user enters a function code to call into the voicemail system, no call history log is recorded.

However, if the user makes an announcement call to another user (for example, *7998+call

number), it is recorded in the call history as a call to that user.

• For iOS devices, all the calls made using the Mitel One mobile app will be displayed in the native

call history of the device. However, for Android devices the native call history will not display the

calls made using the Mitel One mobile app. Those calls will be displayed only in the Mitel One

mobile app call history.

Access Call History

To access your call history, tap the Phone icon ( ) from the navigation menu of the application. The

Phone menu appears displaying your recent call history. You can do the following from the Phone menu.

• View all outgoing and incoming calls in the All list.

• View only incoming calls that were not answered in the Missed list.

• Place a call to a contact in the call history, by tapping the contact or by tapping the Dialpad icon

( ).

• View the details of the contact by tapping the contact's avatar.

•

Delete a call history item by swiping left on the item and tapping the Delete icon ( ).

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• If you have a new voicemail message, a message notification icon appears to the left of the handset

icon ( ).

•

Report an issue by clicking the icon. The Submit and issue form is displayed with auto

populated Call ID to track the call in the logs

Call History Records for a Transferred Call

Blind Transfer

• After a Blind transfer is complete, the application call history records of the users involved in the Blind

transfer will display the following call logs:

• The call history of the user who initiated the call will show two outgoing calls to the user who

performed the Blind transfer.

• The call history of the user who performed the Blind transfer will show an incoming call from the user

who initiated the call.

Note:

If the Blind transfer was performed using the deskphone associated with the account, the

application call history records will show an incoming call from the user who initiated the call and

an outgoing call to the user to whom the call was transferred.

• The call history of the user to whom the Blind transfer was made will show an incoming call from the

user who initiated the call, and an incoming call from the user who performed the Blind transfer.

• If a Blind transferred call is not answered by the user and is redirected back, the application call history

records of the users involved in the Blind transfer will display the following call logs:

• The call history of the user who initiated the call will show two outgoing calls to the user who

performed the Blind transfer.

Note:

If the Blind transfer is performed using a MiVO400 terminal, the call history of the user who

initiated the call will show an outgoing call each; to the user who performed the Blind transfer,

and to the user to whom the Blind transfer was made.

• The call history of the user who performed the Blind transfer will show an incoming call from the user

who initiated the call.

• The call history of the user to whom the Blind transfer was made will show a missed call from the

user who initiated the call, and an incoming call from the user who performed the Blind Transfer.

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Supervised Transfer

During a Supervised transfer, the call history of both, the contact that first received the call and the contact

to whom the Supervised transfer was made, will display the number from which the first call was made as

the incoming call number.

Messages

This chapter contains the following sections:

• Message Features

• Start a Messaging Session

• Respond to a Message

• Streams

The Messages feature in the Mitel One mobile app allows you to connect in real time to any other Mitel One

contact or group of contacts. The topics listed will help you learn how to best utilize the messages feature

provided by the application.

4.1 Message Features

Individual and Group Messages

The message feature in the Mitel One mobile app allows you to start and respond to individual and group

conversations to communicate with others. After a message is initiated, participants cannot be removed

from or added to the conversation. To add others to a conversation, create a new message and add all of

the contacts you want to message to. There is no limit to the number of contacts that can be added to a

new group message.

Message Typing Indications

When a participant begins typing during an individual or group message, the application provides a visual

indication to other participants that this person is typing. This message typing indication appears every 10

seconds while the typing continues. If typing is stopped for more than 10 seconds, the indication no longer

appears.

Message History

The Messages menu displays all existing messages and Streams you are added to, in chronological order.

The Streams list displays the list of Streams you are added to whereas the Messages list displays a list of

the individual and group contacts with whom you have interacted via a message.

Note:

The Mitel One mobile application will show a maximum of 20 recent conversations (including

Messages and Streams) only. To view more conversations, use the web application.

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Messages

Tapping a Stream or a direct message in the list opens the messaging window for that Stream, or the

individual or group contact, displaying messages from previous conversations including the time of day and

a top banner with the date for each message.

In the Streams list, the messages history shows all Streams of which you are a participant. However, in

the Direct Messages list, the messages history shows only the recent 10 messages. Earlier messages

are auto hidden every 96 hours after the last message was sent or received. The message will reappear

if you receive another message from the participant of that conversation. A user can also access a hidden

message by initiating a direct message with the contact.

Place a Call while Messaging

During a message conversation with a contact, tap at the top-right of the messages screen to call that

contact.

Hide a Message

You can hide a messaging session displayed in the Messages list in the application by swiping left on the

message entry, and tapping .

The message will reappear if you receive another message from the participant of that message.

Note:

You cannot delete messaging sessions displayed in the Messages list of the Mitel One mobile app.

4.2 Start a Messaging Session

To start a messaging session:

Tap the Messages icon ( ) from the navigation menu of the Mitel One mobile application

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Messages

2. In the menu that opens, do one of the following:

• To continue with a previous message, tap the message from the list of messages displayed on the

screen.

• To start a new individual or group message.

Tap , and then tap New Message. The Search Users list screen is displayed.

b. Tap each of the contacts you want included in the conversation (adds a check mark next to each).

c. Tap OK in the top-right corner.

You can also choose to start an individual message or continue with a previous message with a contact

by doing one of the following:

•

Tap the contact in the Favorites widget, and tap the Message icon ( ) from the panel that

opens.

• Tap the message from the contact in the Messages widget.

•

Tap a contact in the Contacts menu and tap the Message icon ( ) from the panel that

opens. Tapping the icon creates a new message or continues with the previous message and opens

the messaging window.

3. Start messaging using the following options:

• Send a text message

a. Type the message in the text area. You can also copy and paste a message from existing

messages.

Tap .

• Send a photo

To send a photo, tap in the text area and choose either of the following methods:

• Take a Photo — Use your mobile phone's camera to take a picture and then tap Use Photo (for

iOS) or OK (for Android) to send that photo. Tap Retake (for iOS) or Retry (for Android) to take

another photo.

• Choose from Library — Navigate to the desired photo stored on your mobile phone and tap it.

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Note:

The maximum file size for an in-session photo sharing is approximately 10 MB. It is

recommended that you share one photo at a time. Sharing multiple photos at the same time

might cause the application to stop responding.

Note:

After a messaging session starts, additional participants cannot be added. Additionally, after a group

messaging session starts, participants in the conversation cannot leave the group. When you need

to change the participants in a group message, create a new message to add all of the contacts you

want to message to. There is no limit to the number of contacts that can be added to a new group

message.

4.3 Respond to a Message

To respond to messages:

Tap the Messages icon ( ) in the navigation menu of the application. The Messages menu opens.

2. Tap the message you want to respond to. The messaging window opens.

In the text area, type a response and tap to send the reply.

Message Notifications

If you have unread messages, the application displays the following:

• The Messages widget in the Home screen displays a red notification dot along with the sender's name

to indicate that the message is unread.

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• The Messages menu displays a red notification dot along with the sender's name in bold letters to

indicate that the message is unread.

•

The Messages icon in the navigation menu displays a red notification dot ( ) to indicate that

there are unread messages.

Incoming messages generate different on-screen notifications depending on the following scenarios for

your Mitel One mobile application.

• iPhone

• When the application is open and accessible, running in the background (open, but not visible),

or not running (closed), a message notification audio is played and a banner appears on the screen.

Tap the notification banner to go directly to the messaging window for the individual or group who

sent the message.

• When the your iPhone is locked, a message notification audio is played and a banner appears on

the screen. Swipe the notification banner to the right, tap Open, and unlock the screen to go directly

to the messaging window for the individual or group who sent the message.

Note:

To receive native message notifications on your iPhone, you must enable permission for the

application to send notification to your iPhone. This is done from the Settings menu of your

iPhone. For more information, see Permissions and Notifications on page 20.

• Android

• When the application is open and visible, a message notification audio is played and a banner

appears on the screen. Tap the notification banner to go directly to the messaging window for the

individual or group that sent the message.

• When the application is running in the background (open, but not visible), a message notification

audio is played and a notification dot with the number of unread messages is displayed along with

the Mitel One icon on your Android phone's home screen. If you touch and hold the Mitel One icon,

a list of recently received messages is displayed. Tap any message in the list to go directly to the

messaging window for the individual or group that sent the message.

• When the screen is locked on your Android phone, a message notification audio is played and the

locked screen displays a small Mitel logo. Unlock the screen and tap the message indicator to go

directly to the messaging window for the individual or group that sent the message.

• When the application is not running (closed), and the screen is locked on your Android phone, a

message notification audio is played (if enabled in your phone) and the locked screen displays a

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small Mitel logo. Unlock the screen and tap the message indicator to go directly to the messaging

window for the individual or group who that sent the message.

• When the application is not running (closed), and the screen is not locked on your Android phone, a

message notification audio is played (if enabled in your phone) and a banner appears on the screen.

Tap the notification banner to go directly to the messaging window for the individual or group who

that sent the message.

4.4 Streams

A Stream is a collaboration space designed to enable collaboration between teams, projects, and topics.

In a Stream, you can add several members, message those members, and share images among them.

You can add new members to an existing Stream and these members can view the previous conversation

history inside the Stream.

Note:

The Mitel One mobile application will show a maximum of 20 recent conversations (including

Messages and Streams). To view more conversations, use the web application.

Create Stream

To create a Stream:

Tap the Messages icon ( ) in the navigation menu of the application. The Messages menu opens.

Tap , and then tap Create Stream. The New Stream screen opens.

3. In the Stream name field, enter a name for the Stream.

4. Tap Create at the top-right corner. A messaging window opens displaying the Stream name and a

message You created this channel today. This is the very beginning of the XXXX (Stream name)

channel indicating that the Stream is created. The Stream will be displayed in the Streams section of

your the Messages menu.

To add members to a Stream for the first time:

1. Tap Add members from the messaging window. The Search Users list is displayed.

2. Tap each contact you want to add (a check mark appears beside each selected contact).

3. Tap OK in the top-right corner. The selected contacts are added as members to the stream.

Manage Streams

You can invite members to a Stream, edit a Stream name, view the existing members in a Stream, or leave

a Stream by performing the following steps.

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Tap the Messages icon ( ) in the navigation menu of the application. The Messages menu opens.

2. In the Streams list, tap the Stream you want to manage. The messaging window opens.

Tap at the top-right corner. The Stream Info screen opens.

• To invite members to a Stream:

a. Tap Invite to stream. The Search Users list is displayed.

b. Tap each contact you want to add (a check mark appears beside each selected contact).

c. Tap OK in the top-right corner. The selected contacts are added as members to the stream.

• To view the members in a Stream:

a. Tap Members. A list of all the members currently in the stream appears.

• To edit a Stream name:

a. Tap Edit. The Edit screen is displayed.

b. In the Stream name field, enter the new name of the stream.

c. Tap Update at the top-right corner.

• To leave a Stream:

a. Tap Leave. An Are you sure? alert appears at the bottom of the mobile screen.

b. Tap Leave to leave the Stream and tap Cancel to cancel the operation.

Contacts

This chapter contains the following sections:

• Contacts Menu

• Find a Contact

• View Contact’s Status

The Mitel One mobile app provides convenient options for communicating with your business and personal

contacts.

For information about managing contacts, see the topics listed.

5.1 Contacts Menu

The Contacts menu in the Mitel One mobile application provides access to your business and personal

contacts. By default, contacts are displayed in alphabetical order. Whenever your business contacts are

added, changed, or deleted in the Mitel Cloud, the directory in the app is automatically updated. Optionally,

you can allow the app to access the personal contacts on your mobile phone. To learn more, see Find a

Contact on page 89.

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The primary number of a contact will be the first business phone number by default. If the contact does

not have a business number, the mobile number becomes the primary number, and if there is no mobile

number, the home number becomes the primary number.

The Contacts menu has the following tabs:

• All — Displays all contacts, including business and personal.

• Business — Displays all contacts from the PBX and corporate Office 365 contacts.

• Personal — Displays all personal contacts synced from the user’s mobile phone.

Contacts in the Mitel One mobile application are synchronized with the consolidated directory contacts,

which include contacts from directories configured through the PBX (Public and Private Phonebook) and

contacts from directories configured through the Open Interfaces Platform (OIP), which may include the

Active Directory (AD). The Microsoft Office 365 contacts (if the Microsoft Office 365 integration is enabled)

and the consolidated directory contacts are not displayed in the Contacts menu by default. These are

displayed in the Contacts menu only when you perform a search.

The extended search is available to you only when an OIP is connected, depending on the configuration.

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When an OIP is connected, the Extended Search toggle button is displayed in the Settings panel.

• When the Extended Search toggle button is disabled (the default option), the search results displayed

in the All tab and the Business tab include only contacts from the PBX Phonebooks (Public and

Private).

• When the Extended Search toggle button is enabled, the search is an extended search and the search

results displayed in the All tab and the Business tab include contacts from all configured directories

including the OIP.

For information about enabling and disabling the Extended Search toggle button, see the Manage Mitel

One Settings section.

When you enter a search term to find a contact in the All, Business, or Personal tabs, the search results

are displayed in the Contacts menu as and when received from the configured directories. It might take

a few seconds after a search term is entered for the results to be displayed. When you clear the search

field, any Microsoft Office 365 contacts or consolidated directory contacts displayed in the Contacts menu

disappear.

Note:

• The Extended Search toggle button will not be displayed in the Settings panel when OIP is not

connected.

• The results displayed for the extended search depend on the configuration made by your Account

Administrator in the MiVoice 400 PBX and in the OIP Alpha Quick & Dial Service settings.

The Account Administrator can update the OIP directory configurations in the OIP web portal

(Configurations > Server > Services > Alpha Quick & Dial Service).

• The first time you attempt to access Personal contacts after installing Mitel One, you are requested

to agree to the Consent form to allow the sync of your personal phone contacts.

Your contacts are represented in the Contacts menu by different types of avatars.

• If a contact has uploaded an image, it is displayed as that person's avatar.

• If a contact has not uploaded an image, the avatar defaults to that person's initials.

• If a contact does not have the Mitel One application, the avatar displays a blue phone icon (), which

means you can call this person (at the person's Mitel desk phone), but cannot message that person.

• The avatar of a User Group created in the PBX (MiVoice Office 400) displays the icon followed by the

Name of the Group, if any.

The Search icon ( ) in the Contacts menu enables you to search through the contact list to quickly

find the contact with whom you want to communicate. For more information, see Find a Contact on page

89.

To view the details of a contact, tap the contact from the Contacts menu or Home screen. The contact's

information panel appears displaying the phone number(s) and email address.

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Following is a summary of how to use the icons and contact options shown in the preceding image.

•

— Tap this icon to add the contact as your favorite contact.

Note:

The Mitel One Mobile application does not support adding Microsoft Office 365 contacts as your

favorite contact.

•

— Tap this icon to unfavorite a contact.

•

— Tap this icon to call the primary telephone number of the contact.

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•

— Tap this icon to open the messaging window where you can message the contact.

•

mobile — Displays the contact's mobile phone number. Tap the associated icon to call the

contact's mobile phone number.

•

Home — Displays the contact's home phone number. Tap the associated icon to call the

contact's home phone number.

•

email — Displays the contact's email address. Tap the associated icon to send an email to the

contact.

Mitel One users can search for their Office 365 contacts using the Contacts tab. Office 365 contacts are

external contacts and are available to everyone in the organization via the various supported Outlook

clients. These contacts are created and managed by Office 365 administrators.

To do this:

1. A CloudLink Account Administrator must enable Microsoft Office 365 integration for your account in the

Mitel Administration. For more information about integrating Microsoft Office 365, contact your Account

Administrator or see Integrating Microsoft Office 365 with Mitel Administration.

2. The IT administrator of your organization must enable Office 365 contact synchronization for your user

account. For more information, contact your Azure administrator or see Set up directory synchronization

for Microsoft 365.

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3. After Microsoft Office integration is enabled for your account, you must sign in with Microsoft Office 365

account in Mitel One. To sign in, do either of the following:

• Click your avatar. From the settings page that opens, click Sign In to sign in with your Microsoft

Office 365 account. Click Continue in the confirmation dialog box.

• Navigate to Contacts > All tab. Click SIGN INTO OFFICE 365, and then click Continue to sign in

with your Microsoft Office 365 account.

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Note:

Clicking Not Now cancels the procedure.

You will be signed in with your Microsoft Office 365 account and can search for organizational contacts. To

sign out from your Microsoft 365 account, click Sign Out in the settings page. Click Continue to confirm

the sign out.

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You can also decline signing in with your Microsoft Office 365 account from the Contacts menu. To do this,

click Not Now next to the SIGN INTO OFFICE 365 button.

When you search for a contact in the Mitel One Mobile application, the application process the top 250

results fetched from Microsoft Office 365. A combined list of business contacts and Office 365 contacts are

then displayed under the All tab with 50 results at a time. To find a specific contact or to refine the search,

you can either continue adding letters to the search field, or scroll down the list.

Note:

When you log in to your Office 365 account, all details in the incoming call screen, outgoing call

screen, and call history that are from the consolidated directory will be overridden with details from the

contacts if it exists.

5.2 Find a Contact

The Contacts menu enables you to search for business contacts and optionally, personal contacts, to

quickly find the contact you want to call or message.

All your business contacts are available in the Mitel One app by default. To enable the app to access the

personal contacts on your mobile phone, tap the Personal tab in the Contacts screen.

To search for a contact:

Tap in the navigation menu. The Contacts menu opens.

Tap the Search icon ( ) at the top-left of the screen.

3. In the Search area that appears, type the first few letters of the contact's first name or last name.

Note:

If you are searching by last name, you must type # followed by the first few letters of the last name

(the # is not required if an OIP is used for an external contact database).

4. When a match is listed, tap the contact.

5. The contact's information page appears, where you can tap the respective icons to call, message, or

email the contact.

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Note:

While one searches for contacts using the search bar, a pop-up message "Search failed" is displayed.

This is due to PBX search limitations. Click RETRY SEARCH to search again.

5.3 View Contact’s Status

You can view a contact's availability status (presence) in the following ways:

• Contact Tiles on the Home Screen: Access the Home screen. Each contact's availability status is

displayed as a colored circle on the lower-right side of each Tile.

• Group Tiles on the Home Screen: Access the Home screen, and tap any Group. In the Group screen

that opens, each group member's availability status is displayed as a colored circle to the lower-right of

each Tile.

• In the Contacts menu: Access the Contacts menu and tap any contact. The contact's information

panel opens, and the status is displayed as a colored circle to the lower-right of the contact's avatar.

• In the Missed Calls widget: Access the Home screen. The availability status is displayed as a colored

circle on the lower-left side of each entry in the widget.

The following describes the different presence status for a contact:

•

Indicates that a contact is available to message or receive calls.

•

Indicates that a contact is busy on a call or does not want to receive messages or calls.

•

Indicates that contact is away or has locked the PC or mobile.

•

Indicates that contact has enabled the Not Available and does not want to receive messages or

calls.

•

Indicates that a contact has not yet set their presence in the Mitel One application.

Meetings

Meetings is a multi-party video solution that offers seamless transitions between voice, video, and chat

capabilities for a complete collaboration experience. It enables users to access features such as:

• Collaborate: Perform audio, video, and web sharing

• Chat: Hold chat sessions and receive chat notifications within a meeting

• File Sharing: Store and share files, and recordings

Tapping the Meetings icon in the navigation bar of the application opens the Meetings menu. Tapping MEET

NOW will cross-launch the Meetings mobile application where you can start an ad-hoc meeting, view all your

meetings, and join a meeting. For more information, see MiTeam Meetings Mobile documentation.

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Quick Functions

The Quick Functions feature allows you to store frequently used function types in the MiVoice Office 400 PBX as

Quick Functions in the Mitel One Mobile application. You can activate or deactivate a function by selecting the

corresponding quick function key.

Note:

You must have telephony enabled in your CloudLink account to use the Quick Functions feature.

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For more information about how to configure a quick function key, and how these keys function, see the MiVoice

Office 400 System Functions and Features documentation.

Note:

You can add, edit, or delete a quick function only in the Mitel One Web application. From the Mitel One

Mobile application, you can only trigger the quick functions added via the Mitel One Web application.

Using a Quick Function

After adding a quick function key in the Mitel One web application, you can trigger the function key in the

Mitel One Mobile application by selecting the icon corresponding to it, in the Quick Functions menu. When

you trigger a quick function, the application displays a call screen to indicate that the quick function is being

executed. You will hear a success tone if the function is successful, and a failure tone if the function fails.

The Quick Functions menu of the Mitel One Mobile application displays four function keys, which match the

four function keys displayed in the Mitel One Web application.

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Note:

• When a quick function is successful, it is indicated by two slowly alternating tones. A fast intermittent

tone indicates that the quick function has failed.

• For more information about why a quick function fails, see the MiVoice Office 400 System Functions and

Features document. This document describes the pre-requisites that must be ensured before using the

quick functions, and the minimum system requirements and permissions required for using the quick

functions. You must ensure that these requirements and permissions are in place in order to activate a

quick function successfully.

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Supported Quick Functions

Following is a list of quick functions supported by the Mitel One web application. For more information about

each function key, see the MiVoice Office 400 System Functions and Features documentation.

Quick Function Name Description MiVoice Office 400 Access Code

Fast take This function combines the

features of the two quick functions

- Take a call and Pick up a call.

*88

out of a single user group and log

in again.

*48 / #48

out of all the user groups and log

in again.

*4800 / #4800

Switch switching group This quick function allows a user

to manually switch the call routing

between the predefined routes; for

example, Night service.

*85

Activate personal call routing This function allows a user to

specify, the terminal to which a

call must be routed to from the call

terminals assigned to the user.

*45

Enable / Disable Call Forward

unconditional to destination

This function allows a user to set

the predetermined location the

call will be forwarded to, when the

unconditional call forward feature

is enabled.

*21 / #21

Enable / Disable Call Forward

unconditional pre-configured

This function allows a user to

enable or disable the unconditional

call forward to the predetermined

destination.

*22 / #22

Enable / Disable Set Call Forward

Busy destination

This function allows a user to set

the predetermined location the call

will be forwarded to, when the call

forward busy feature is enabled.

*67/#67

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Quick Function Name Description MiVoice Office 400 Access Code

Enable/Disable Call Forward No

Reply to destination

This function allows a user to set

the predetermined location the

call will be forwarded to, when

the call forward no reply feature is

enabled.

*61 / #61

Enable / Disable Call Forward No

Reply pre-configured

This function allows a user

to activate or deactivate Call

Forwarding on No Reply (CFNR).

*62 / #62

Call Pickup This function allows a user to

pick up and answer a call from a

different terminal or device than

the one to which the call is routed

to.

*86

Hide number On / Off (External

CLIR)

This function allows a user to

permanently activate or deactivate

suppressing of the display of the

call number to the called party

(CLIR).

*31# / #31#

Clear Configuration This function allows a user to clear

all the personal functions that are

activated except logging in/out in

user groups, and status of CLIR

permanent.

*00

Technical Guidelines

This chapter contains the following sections:

• System Requirements

• Bandwidth Requirements

• Firewall Settings

• Network Handling and Requirements

• Scalability

8.1 System Requirements

Supported Mobile Devices

The Mitel One app is designed to support 64-bit hardware only.

The device must meet the following minimum requirements:

• Android Device Requirements

• Operating system version: 11, 12, 13 or 14

• RAM: At least 4GB is recommended (more may be required for adequate performance depending

upon what other apps are in use)

• Internal storage: At least 32GB is recommended (more may be required for adequate performance

depending upon what other apps are in use)

• iOS Device Requirements

• iOS 15, 16 or 17

Note:

• The Mitel One Mobile client is not certified for use on iPads and tablets in general and certain

features are disabled on these devices.

• The Mitel One mobile application does not support the use of multiple SIM cards in a device. You

will experience delays in call handling and/or audio issues if multiple SIM cards are installed on

your device.

Supported Bluetooth Devices

The Mitel One app supports Bluetooth audio devices. The supported Bluetooth features include:

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Technical Guidelines

• Device pairing/unpairing

• Accept/end call

• Mute/unmute call

• Volume control

Note:

• Apple CarPlay and Android Auto are currently not supported.

• Mitel provides Bluetooth integration to ensure that a user can use the Bluetooth controllers on the

vehicle steering wheel. However, the Mitel One app does not fully integrate with all car display

consoles and car kits. Thus, the actual name and number might not be displayed on the car display

console.

For information regarding the minimum system requirements for using the Mitel One mobile app, see

System Requirements.

8.2 Bandwidth Requirements

The Mitel One mobile application works with IPv4 and IPv6 networks. The app will connect to the user’s

preferred Wi-Fi network if that network is available. If the preferred Wi-Fi network is not available, the app

will connect to an LTE network. The app works over Wi-Fi and cellular networks, but the voice quality and

the connectivity depends on the network strength.

Note:

The application's embedded SIP soft phone should not be statically provisioned with an address on

the local network. When a customer’s network has active IPv6 routers they must have some form of

automatic distribution of addresses to a mobile community (SLAAC or DHCPv6).

The following table lists the recommended bandwidths for a single Mitel One call.

Network Kbps Codec

Wi-Fi 220 G.711 and Opus

3G/4G 110 G.711

If the bandwidth is insufficient, the app user might encounter voice quality degradation, slow response,

service interruption, and loss of service.

For more information about bandwidth requirements, the call flows, and bandwidth optimization, see

System Requirements.

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8.3 Firewall Settings

The Mitel One mobile application uses services provided by the CloudLink platform (chat, authorization,

authentication, and audio). To support these services, the application uses destinations and ports. If

inbound or outbound traffic is blocked, the application’s ability to use various services, including audio, and

chat might be affected.

For more information about the performance profile and network requirement prerequisites, see the

following sections in the CloudLink Gateway user guide.

• Configuration Prerequisites

• Network View

• Mitel One Mobile

Note:

Both inbound and outbound ports must be open in order to allow the application to function. You can

also use wildcards to further identify the inbound and outbound traffic to allow or disallow packets

accordingly. However, wildcards are not mandatory for the application to function. Some firewalls do

not allow wildcards to be configured.

To be able to use the Mitel One application each system administrator must also be aware of the URLs the

mobile app uses and ensure that the IP network ports required by the overall solution are open.

Apple Push Notification service

For more information regarding the ports and hosts used for Apple Push Notification service (APNs), see

Apple documentation at https://support.apple.com/en-us/HT203609.

Firebase Cloud Messaging

For more information about configuring your firewall to connect a device with Firebase Cloud Messaging

(FCM), see https://firebase.google.com/docs/cloud-messaging/concept-options#messaging-ports-and-

your-firewall.

Note:

• For VPN recommendations and network requirements, see Network Handling and Requirements

on page 100.

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8.4 Network Handling and Requirements

VPN Recommendations

• Configure VPN to connect over UDP

• Use split tunneling configuration when possible

• Do not set MTU limit unless necessary

The following table summarizes the expected behavior when you switch between access points or

networks during an ongoing call.

Call Flows Call behavior on the app for

calling party

Call behavior on the app for

receiving party

During an ongoing call, if

you switch between access

points of the same type and

configuration within the same

WiFi network having the same

access password

The call will continue as normal. The call will continue as normal.

During an ongoing call, if you

switch between access points

of different types within the

same Wi-Fi network, or between

different WiFi networks with

different access passwords

The call is disconnected.

Note:

If you are not the one who

switched between the

access points, your screen

will continue to display the

ongoing call screen until

you disconnect the call.

The call is disconnected.

Note:

If you are not the one who

switched between the

access points, your screen

will continue to display the

ongoing call screen until

you disconnect the call.

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Call Flows Call behavior on the app for

calling party

Call behavior on the app for

receiving party

During an ongoing call if you

switch between different types

of networks; for example, if you

switch from a WiFi network to a

carrier network or vice-versa

The call is disconnected.

Note:

If you are not the one who

switched between the

networks, your screen will

continue to display the

ongoing call screen until

you disconnect the call.

The call is disconnected.

Note:

If you are not the one who

switched between the

networks, your screen will

continue to display the

ongoing call screen until

you disconnect the call.

During an ongoing call, if you

switch from WiFi network to

carrier network, and the switch

back to WiFi network (within 3

seconds)

The call will continue without

audio while it is on the carrier

network and will continue as

normal on switching back to WiFi

network.

The call will continue without

audio while it is on the carrier

network and will continue as

normal on switching back to WiFi

network.

During an ongoing call, if you

switch from WiFi network to

carrier network, and again switch

back to WiFi network (after more

than 10 seconds)

The call will continue without

audio and the audio will not

recover.

Note:

If you are not the one

who switched between

the networks your screen

will show the ongoing call

screen until you disconnect

the call.

The call will continue without

audio and the audio will not

recover.

Note:

If you are not the one

who switched between

the networks your screen

will show the ongoing call

screen until you disconnect

the call.

During an ongoing call, if you

switch to no network

The call is disconnected after 3

seconds.

The call is disconnected after 3

seconds.

During an ongoing call

connected on WiFi if you switch

to no network and then back to

WiFi

The call will continue without

audio and if switched back to

WiFi within 3 seconds, the call

will continue as normal.

The call will continue without

audio and if switched back to

WiFi within 3 seconds, the call

will continue as normal.

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Call Flows Call behavior on the app for

calling party

Call behavior on the app for

receiving party

During an ongoing call

connected on carrier network if

you switch to WiFi, while you still

have carrier network available

For Android:

The call will continue with one-

way audio.

For iOS

The call will continue as normal.

For Android:

The call will continue with one-

way audio.

For iOS

The call will continue as normal.

During an ongoing call

connected on carrier network,

if you switch to WiFi network

(while you still have carrier

network available) and again

switch back to carrier network

(within 3 seconds)

For Android:

The call will continue with one-

way audio while it is on WiFi.

On switching back to carrier

network, the call will continue as

normal.

For iOS

The call will continue as normal.

For Android:

The call will continue with one-

way audio while it is on WiFi.

On switching back to carrier

network, the call will continue as

normal.

For iOS

The call will continue as normal.

During an ongoing call

connected on carrier network,

if you switch to WiFi network

(while you still have carrier

network available) and then

back to carrier network (after ten

seconds)

For Android:

The call will continue with one-

way audio for a while and then

the call will continue without

audio.

For iOS

The call will continue as normal.

For Android:

The call will continue with one-

way audio for a while and then

the call will continue without

audio.

For iOS

The call will continue as normal.

During an ongoing call

connected on carrier network,

if you switch to no network and

then back to carrier network

The call will continue without

audio, and if switched back to

carrier network within 3 seconds,

the call will continue as normal. If

not, the call will disconnect.

The call will continue without

audio, and if switched back to

carrier network within 3 seconds,

the call will continue as normal. If

not, the call will disconnect.

The voice service in the Mitel One application is VoIP-based (voice over IP); it uses your internet

connection to route calls. Therefore a good signal strength is necessary to place or receive calls using the

application. The following dBm values can be used as a reference to determine whether the signal strength

is sufficient to successfully use the application.

User Guide 102

Technical Guidelines

Note:

During an active call, one of the following icons will be displayed in the top right corner of the screen.

For Android

Scenario Signal strength Icon

Signal strength RSSI or dBm >=

-50

Excellent

Signal strength RSSI or dBm >=

-70 and < -50

Good

If none of the above conditions

are met

Poor

For iOS

The current algorithm used for measuring Android signal strength is not supported on iOS. Support for iOS

is currently under investigation.

8.5 Scalability

The following table summarizes the maximum number of Mitel One users, and the maximum number of

simultaneous calls supported on the MiVoice 400 PBX.

103 User Guide

Technical Guidelines

Testing

Envi

ronment

Mini

mum

Rele

ases

MiVo

ice Offi

ce 400

Clou

dLink Ga

teway

Maxi

mum

Mitel

One Us

ers

Maximum Simultan

eous Call (Direct Sw

itching)

Maximum Simultan

eous Call (Indirect

Switching)

SMBC -

Internal

CloudLink

Gateway

SMBC Embedded

in SMBC

50 • 25 Mitel One to

Mitel One

• 50 Mitel One to

Internal

• 50 Mitel One to

PSTN

• 16 Mitel One to

Mitel One (GSM)

• 12 Mitel One

(GSM) to Mitel

One (GSM)

• 15 Mitel One to

Mitel One

• 15 Mitel One to

Internal

• 15 Mitel One to

PSTN

• 16 Mitel One to

Mitel One (GSM)

• 12 Mitel One

(GSM) to Mitel One

(GSM)

Mitel

470 -

External

CloudLink

Gateway

Physical

Mitel

470

CloudLink

Gateway

300 • 25 Mitel One to

Mitel One

• 50 Mitel One to

Internal

• 50 Mitel One to

PSTN

• 16 Mitel One to

Mitel One (GSM)

• 12 Mitel One

(GSM) to Mitel

One (GSM)

• 25 Mitel One to

Mitel One

• 50 Mitel One to

Internal

• 50 Mitel One to

PSTN

• 16 Mitel One to

Mitel One (GSM)

• 12 Mitel One

(GSM) to Mitel One

(GSM)

Virtual

Appliance

Virtualized

CloudLink

Gateway

6.3 or

later

Virtual

Appliance

OVA 300 Default appliance

with 1 core CPU and

2GB RAM

• 25 Mitel One to

Mitel One

• 50 Mitel One to

Internal

• 50 Mitel One to

PSTN

• 16 Mitel One to

Mitel One (GSM)

• 12 Mitel One

(GSM) to Mitel

One (GSM)

Default appliance

with 1 core CPU and

2GB RAM

• 25 Mitel One to

Mitel One

• 50 Mitel One to

Internal

• 50 Mitel One to

PSTN

• 16 Mitel One to

Mitel One (GSM)

• 12 Mitel One

(GSM) to Mitel One

(GSM)

User Guide 104

Technical Guidelines

Testing

Envi

ronment

Mini

mum

Rele

ases

MiVo

ice Offi

ce 400

Clou

dLink Ga

teway

Maxi

mum

Mitel

One Us

ers

Maximum Simultan

eous Call (Direct Sw

itching)

Maximum Simultan

eous Call (Indirect

Switching)

Large appliance

with 8 core CPU and

4GB RAM

• 125 Mitel One to

Mitel One

• 125 Mitel One to

Internal

• 125 Mitel One to

PSTN

• 16 Mitel One to

Mitel One (GSM)

• 12 Mitel One

(GSM) to Mitel

One (GSM)

Note:

125

simultaneous

calls are

supported only

if the appliance

is upgraded to

OVA version

1.1.3 or later.

Large appliance with

8 core CPU and 4GB

RAM

• 125 Mitel One to

Mitel One

• 125 Mitel One to

Internal

• 125 Mitel One to

PSTN

• 16 Mitel One to

Mitel One (GSM)

• 12 Mitel One

(GSM) to Mitel One

(GSM)

Note:

125

simultaneous

calls are

supported only if

the appliance is

upgraded to OVA

version 1.1.3 or

later.

105 User Guide

Testing

Envi

ronment

Mini

mum

Rele

ases

MiVo

ice Offi

ce 400

Clou

dLink Ga

teway

Maxi

mum

Mitel

One Us

ers

Maximum Simultan

eous Call (Direct Sw

itching)

Maximum Simultan

eous Call (Indirect

Switching)

MSL

7.0

HF2 or

later

Virtual

Appliance/

MSL

OVA/MSL 300 Default appliance

with 1 core CPU and

2GB RAM

• 25 Mitel One to

Mitel One

• 50 Mitel One to

Internal

• 50 Mitel One to

PSTN

• 16 Mitel One to

Mitel One (GSM)

• 12 Mitel One

(GSM) to Mitel

One (GSM)

Large appliance

with 8 core CPU and

4GB RAM

• 125 Mitel One to

Mitel One

• 125 Mitel One to

Internal

• 125 Mitel One to

PSTN

• 16 Mitel One to

Mitel One (GSM)

• 12 Mitel One

(GSM) to Mitel

One (GSM)

Default appliance with

1 core CPU and 2GB

RAM

• 25 Mitel One to

Mitel One

• 50 Mitel One to

Internal

• 50 Mitel One to

PSTN

• 16 Mitel One to

Mitel One

• 12 Mitel One to

Mitel One

Large appliance with

8 core CPU and 4GB

RAM

• 125 Mitel One to

Mitel One

• 125 Mitel One to

Internal

• 125 Mitel One to

PSTN

• 16 Mitel One to

Mitel One (GSM)

• 12 Mitel One

(GSM) to Mitel One

(GSM)

Report an Issue and Share Feedback

Let us know of any issues you encounter while using the Mitel One application. We also encourage you to share

your ideas and suggestions about improving the application features. Use the following procedure to report a

problem or to share your feedback.

1. Tap your avatar at the top left of the app screen. A panel opens.

User Guide 107

2. Tap Issues & Feedback.

• To share feedback

Tap Share Feedback. You will be redirected to a Mitel CloudLink Feedback page in UserVoice, a third-

party website where you can submit your ideas. Here, you can also vote on the ideas submitted by other

users.

• To report an issue

a. Tap Submit an Issue. The Report Issue screen opens.

b. Enter a title for the issue, and provide a brief description of the issue. Tap Add Screenshot if you want

to attach a screenshot that clarifies the issue.

c. Tap SEND.

Setting Logging Level

You can set the logging level in your Mitel One mobile application from your Avatar.

To set a log level:

1. Tap your avatar at the top left of the Mitel One mobile application.

2. Tap About and tap Log Level.

The System Profile screen opens.

3. From the Log Level drop-down list, select a log level.

The selected log level is enabled.

Note:

While investigating an issue, Mitel support may request Debug enabled from the Log Level drop-down list

before reproducing the issue.

User Guide 109

mitel.com

Mitel Networks Corporation, including itself and subsidiaries and authorized entities. Any reference to third party

trademarks are for reference only and Mitel makes no representation of ownership of these marks.