Forwarding a Mitel or ShoreTel number

Mitel acquired ShoreTel in 2017, so what used to be ShoreTel Connect is now Mitel Connect / MiVoice. If you have MiVoice Business (on-premise), MiCloud Connect, MiCloud Flex, or an older ShoreTel system, the forwarding steps below should get you live.

Heads up before you start

•Mitel may restrict external forwarding with a "toll control" setting at the system level. If your forwarding seems to save but doesn't actually route calls externally, ask your admin to verify that your extension is allowed to forward to external numbers.

•Some Mitel admins configure forwarding through Call Forward Profiles instead of raw destination numbers. If you see a "Profile" dropdown instead of a free-text destination field, you'll need to create a profile first (or have your admin do it).

Step-by-step — Mitel Connect desktop app (call forwarding)

•Open the Mitel Connect app.

•Right-click the Phone toolbar and choose Configure.

•Click the Call forward tab.

•Under Name, type a label for this rule (e.g., "Forward to AI agent").

•Under Number, enter the 365 Agents number we assigned you (with outbound prefix if required — usually 9).

•Under Conditions, pick when this rule should fire — Always, Busy, No Answer, or a combination.

•Click Save, then activate the rule.

Step-by-step — MiVoice / MiCloud softphone (Call Forward Profiles)

If your Mitel system uses Call Forward Profiles:

•In the Mitel Connect app, click your availability state (Available, In a meeting, Out of office, etc.) at the top.

•Click Edit next to the state you want to use (e.g., "Out of office").

•Under Call handling, set the rule to Forward my calls to: and enter the 365 Agents number.

•Save. When you set your state to "Out of office," forwarding activates.

This approach lets you toggle forwarding by changing your status instead of editing a rule.

Step-by-step — Mitel desk phone (6800/6900 series)

•Press the Forward (or Fwd) soft key.

•Select Forward All.

•Enter the outbound prefix (usually 9) followed by the 365 Agents number.

•Press Save or OK.

A forwarding icon appears on the phone's display while it's active.

For legacy ShoreTel systems

If you still have a legacy ShoreTel system (not migrated to Mitel Connect yet), the steps are very similar but the app is called ShoreTel Call Manager or ShoreTel Communicator depending on the version:

•Open the ShoreTel app.

•Go to Tools → Options → Call Handling.

•Create a new Call Handling Mode or edit an existing one (Standard, In a Meeting, Out of Office, Vacation).

•Set Incoming Call Handling to Forward to: and enter the 365 Agents number.

•Save, then switch to that Call Handling Mode when you want forwarding active.

To turn forwarding off

In Mitel Connect: deactivate the forwarding rule or switch your availability state back to "Available." On a desk phone: press Forward → Off or Cancel Forward.

Your forwarding destination

Your forwarding destination is the 365 Agents number we assigned you during setup. You'll find it in your dashboard under Numbers. Include your outbound prefix (typically 9) if your dial plan requires it.