8 Most Asked Questions about ShoreTel Migration to Mitel Connect
As ShoreTel experts and Mitel's preferred partner in South Florida, customers ask us about ShoreTel 14.2 end of life (EOL) announcements and what Mitel Connect can bring to their businesses. We can tell you that the investment made in your ShoreTel Communication platform is protected - No need to replace it.
Since the ShoreTel acquisition, Mitel has continued to be committed to development on the Connect Platform, expanding the system capabilities along with connecting the existing platform to the Cloud to offer customers hybrid solutions to form a single platform with uniform functionality and features.
There are a couple of items that are important to note:
First, ShoreTel 14.2 support will end on September 30th of 2020, and this includes 14.2 Software, Enterprise Contact Center, and Mobility. However, Mitel Connect, which is the latest and greatest available from Mitel, is just an upgrade away and is packed with new features and capabilities that will help your business to continue to evolve.
Second, you are covered with support and future enhancements while under a support agreement with TeleSwitch.
Below we present the most frequently asked questions related to the Mitel Connect migration:
1. What does it mean that ShoreTel 14.2 has reached the end of life?
Mitel completed the ShoreTel acquisition in 2017. Before the purchase, ShoreTel had released ShoreTel Connect as the next version of the software following ShoreTel 14.2. After 2017, the Connect platform just changed in brand name only (and colors - from Orange to Blue). ShoreTel 14.2 is now Mitel MiVoice Connect.
2. What are the requirements to upgrade to Connect?
There are a few new "requirements" for upgrading to Mitel Connect since the new platform contains features and capabilities with a more secure and user-friendly interface. Some of the requirements are standard including 64bit servers, more hard drive capacity, and more RAM. Technical specifications are different based on the type of customer environment (Physical server vs. Virtual). Request your "Upgrade to Connect" guide from your account manager for a full list of specs.
3. Can we keep our existing telephones?
Most of the ShoreTel phones will continue to work with OnPrem Mitel Connect systems. The only exceptions are the IP100, IP210, and IP560 models. For customers using the ShoreTel VPN Concentrator - this is replaced with the new Edge Gateway (Virtual Appliance). Only the 400 series telephones work with the new Edge Gateway.
4. Are there any additions when migrating to Mitel Connect?
Yes, when migrating to Connect, your licenses will be upgraded free-of-charge to Essentials Bundle for All Extension & Mailbox licenses. You will have extra add-ons like Connect Telephony for Microsoft (Skype for Business integration), Connect for Chrome, Web/App Dialer, Softphone, Google Chrome Extension, and more.
5. What if I need more licenses with Connect?
All licenses have been bundled into Connect licensing. There are five bundled licenses for users in Connect: Courtesy, Telephony, Essentials, Standard, and Advanced. Another great concept introduced with Connect is that customers can upgrade every license except Courtesy.
6. What about the User Client, aka ShoreTel Communicator?
Mitel Connect introduced an entirely new client desktop for PC and MAC users. The old ShoreTel Communicator won't be upgraded and must be uninstalled from the workstation before the installation of the latest software. The new Connect Client offers a more modern, clean, and user-friendly interface. TeleSwitch provides multiple options for user training, including a self-paced training option developed by Mitel that can be used by customers at no charge.
7. What is involved in the migration to Connect regarding downtime and cost?
Even though there is an established method to upgrade to Connect, TeleSwitch doesn't take Connect upgrades as a cookie-cutter process. The most crucial step involves your Account Manager. Discussing your business objectives will help us create a plan that fits your needs. Still, rough estimates for downtime are between 4 to 6 hours but will depend on the size and sophistication of the installed system. In terms of cost, the software and licenses-upgrade are included in your support agreement with TeleSwitch. As far as labor, the price will depend on what is covered under your support level and the phases to take you to the latest release of Mitel Connect. Training could also be subject to additional charges based on your preferences.
8. Do I gain anything for free when moving to Connect?
One fantastic benefit of Mitel Connect is that users can have the same experience no matter if they are on a Prem System or they move their service to the Cloud. As an additional benefit, Mitel is offering MiCloud Connect services for Free until January of 2021. If you are thinking about Cloud services, connect with one of our consultants to learn more about this offer. We are experts in helping customers migrate from on-premise to cloud.
In summary, with Mitel Connect, you have the chance to extend the value and life of your investment. We have already begun migrating our ShoreTel customer base successfully. Contact your account manager to discuss and schedule your upgrade to Connect. If you do not have a support agreement, contact us to start evaluating your options now.
TeleSwitch was a ShoreTel partner until the Mitel acquisition when became a Mitel Partner providing continuous support to ShoreTel and Mitel Connect Customers. TeleSwitch support not only Mitel Connect but also some other solutions in the Mitel portfolio.
