Mitel (formerly known as ShoreTel) is a telephony system used in call centers at MSU Denver. Mitel Connect is the application used to access this system, take and receive calls. It's important to note that Mitel is not the primary telephony system used on campus. That system is currently Skype for Business, which will eventually be migrated into Microsoft Teams. For more information, see
What is Skype for Business?
The Mitel system is primarily used by call centers and places that receive high call volume such as the ITS Service Desk and the Enrollment Services Call Center which includes support for departments such as Registrar, Bursar, Financial Aid and Admissions. This article is only relevant to these two teams.
Quick Information
VENDOR: Mitel
PRODUCT: Mitel Connect
VERSION: 214
LICENSE TYPE: Free
REQUIRES VPN: Yes
PLATFORM: Windows & Mac
Who is licensed to use Mitel Connect?
Users that have an account provisioned for them in the Mitel system. Users are created by the supervisors of the ITS Service Desk and Enrollment Services Call Center respectively.
How do I request access to Mitel Connect?
Speak with your supervisor to get an account created for you, then follow the steps below:
How do I access Mitel Connect?
You will need the GlobalProtect client to be installed and access granted to run Mitel Connect outside of the university network. For more information or to request access please view What is GlobalProtect? knowledge base article.
Once you have installed Mitel Connect from one of the methods above, you can launch the application from your Start menu (Windows) or Launchpad (Mac), the application will connect to your license server and you will be able to use it.
If you require assistance using the application, please contact your instructor, department tutor, or supervisor for help.
If you experience trouble installing the application, you receive license errors, or you feel it is not running correctly, please submit a Mitel (ShoreTel) Call Center System Support.