easy to use application, sometimes a bit technical
September 05, 2019

easy to use application, sometimes a bit technical

Joshua Franklin | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version


Overall Satisfaction with MiCloud Connect (formerly ShoreTel)

MiCloud Connect is used with our Mitel (formerly Shoretel) hosted voice system. We use it to supplement our physical phones. It is used to edit and set statuses (away, vacation, meeting), record greetings, and as a softphone. It also is used to manage voicemails in Outlook.

Edit/Set Status/Record Greeting: The setting of status works well and generally easily once the users remember to use the app. The editing is very powerful, and while presented fine, that sheer complexity available baffles many users. In particular, it's edited under Settings, Call Routing. This isn't where most users are expected to find status/record greetings.

Softphone: This works very well and easily. We use this a lot for when a user has a work at home day, particularly if they have to call internationally. The only issue we've had here is when people forget to switch back off, and wonder why their desk phone is lit up orange and not taking calls.

Outlook Integration: This mostly just causes confusion, and we often disable it. We usually have to disable the synching contacts, and even the add-in that puts emails in Outlook often gets disabled because 1) it often defaults to playing the attached voicemails to the desk phone, which means users are usually left thinking it doesn't work because they are using Outlook to listen to voicemails because they are not at their desk and they have no idea the desk phone is playing their voicemail attachment 2) it doesn't send the voicemails to their email so that their cell phone/other devices get it. So we had to enable that (vm to email) separately, and the outlook add-in just makes it redundant. Literally two copies of VM in Outlook, one able to be seen on all devices, but it's status (read/unread/deleted) doesn't sync back to the phone system and another copy from the add-in that can only be seen on the outlook PC but its status does sync back.

So the softphone works great, the changing status works great. The editing is a bit complicated and hard for users to find. The Outlook add-in is usually removed as it's worthless to us.

We do not use it for instant messaging, video, or events, though it has those capabilities.
  • The softphone is easy to use and works well
  • Changing availability status is easy
  • It pushes updates automatically and usually without issue
  • Editing voicemail status is hidden in call routing and is overly complicated for most of our users' needs
  • Outlook add-in is more of a burden than a help
  • The mobile app version doesn't get hunt group calls
  • Extending our phone system to users working at home or on the road
Well suited:
For replacing a deskphone with a softphone.
Enabling users to fix their holiday status after they left the office as they usually do..

MiCloud Connect Feature Ratings

Hosted PBX
Multi-level Interactive Voice Response (IVR)
Not Rated
User templates
Not Rated
Call reports
Not Rated
Directory of employee names
Answering rules
Call recording
Not Rated
Call park
Call screening
Message alerts
Video conferencing
Not Rated
Audio conferencing
Video screen sharing
Not Rated
Instant messaging
Not Rated
Mobile app for iOS
Mobile app for Android
Not Rated