Which Mitel Phone System Features Can You Use To Maximize Efficiency?


Here at ISM, we primarily use the Mitel (formerly ShoreTel) brand of VOIP phone system and are proud to be their authorized partner.


Their phone and communications solutions have always been at the top of the market, yet positioned at a far better price to its competitors (Avaya, Cisco). Their level of technology has always set the bar for comparing brands and continues to do so, offering a unique set of communication solutions.

“Get a collaboration experience that’s consistent and mirrored across all of your devices. Stop a conversation on one device and pick it up on another. It’s that simple.”


Here’s a breakdown of some of Mitel’s features – ranging from basic small-business phone systems, to enterprise-scale calling center solutions. Our technicians undergo rigorous annual trainings to be certified in knowing these features front to back.

Mitel offers their VOIP phone solutions in three models: (1) the traditional on-premise phone system (housed in your server rack), (2) a hosted cloud-based model (hosted by Mitel), (3) and a hybrid model consisting of both on-premise and hosted phone solutions. They were the first to bring this hybrid model to market, which has been a huge success in organizations with multiple physical locations and remote employees. Any Mitel solution, with any feature set, can be built upon any of these three platforms.



Any VOIP phone system these days provides a basic set of features. For example, here’s a quick rundown of my average morning, in terms of my Mitel use and function. My day starts with checking my emails from my cell phone, where any voicemails left on my extension are automatically sent to me in an .mp3 file. Returning a call via my cell phone, the Mitel solution routes my call through my office, so that the Caller ID shows up at Information Systems. Any calls after 8am are forwarded to my cell phone, until I arrive at the office and turn off my “away” status on my desk phone.

Sitting at your desk, one of the best features is the Connect software, which can be installed on any smartphone, iPad/tablet, or computer (you can have up to 8 devices per user!). Here, your phone basically becomes a piece of software where you can (to name a few features) instant message amongst your co workers, transfer calls and voicemails, set out-of-office alerts and call forwards, record phone calls, or import/export data to your CRM – all with a couple clicks of your mouse. This software can even be integrated with conference and video phones, to maximize the efficiency of utilizing a unified communication platform. Most of our clients appreciate using this software to the point where they solely end up using their computer as their soft phone.



Mitel’s system is meant to be extremely scalable and flexible enough to adjust to a company’s need for growth and change. In addition to supporting the needs and budgets of small businesses, their enterprise solutions are aimed at operating the largest of phone infrastructures, such as a large-scale call center operation. Their Call Center products allow for the most complex of features – such as analytics-based call routing and call trees, or crunching advanced metrics for workforce management.

No matter your business’s size, Mitel has VOIP solutions that will maximize the function of your communication. Give us a call and we can discuss the specific needs of your organization and the Mitel platform and features that would fit best. We have a number of clients, of all different sizes, using these solutions who are happy to share their Mitel experience.