A softphone is more complicated than a desk phone so it occasionally part of it stops working. Here are the most common problems and how to fix them.

  • someone calls but I cannot hear them;
  • Mitel Connect has an error: 'unable to acquire media input'; if you get this error, skip right down to "complete re-initialization".


The basic issue is that a softphone hands off calls like a line of people passing buckets of water to douse a fire. When you talk, your voice:

  1. goes through your headset to your laptop;
  2. then your laptop has to pass it to your VDI;
  3. finally, your VDI has to pass it to your extension on the phone system.

If you leave Mitel Connect open all the time, plus disconnect and reconnect overnight to your VDI, sometimes one of those handoffs stops working.


To fix this:

  • double check that your computer volume is not muted. If you use a VDI, check first in your VDI, then also on your laptop itself.
  • next try restarting Mitel Connect. On the title bar, click the down facing caret next to the label Connect. Then, on the menu that pops down, click Exit. Wait five seconds, then launch Mitel Connect again.
     
  • if that does not fix your issue, you need to do a "complete re-initialization":
    1. close Mitel Connect: use the step immediately above; 
    2. disconnect from your VDI;
    3. unplug your headset from your laptop. Wait five seconds. Plug it back in. Wait 10 seconds. Depending on your laptop, you might see a black and white microphone icon pop up. This indicates that your laptop found your headset again;
    4. now reconnect to your VDI;
    5. finally, launch Mitel Connect again; try a test call to your cell phone. Make sure you can hear voice both on your cell phone and your headset. If so, your setup is working again.