Intermedia Frequently Asked Questions


Q. What is Intermedia and how does it work with ShoreTel?


A. Intermedia is a multifaceted program that will integrate all of our chat, phone call, video conferencing, etc needs into one program. Intermedia will be replaces ShoreTel entirely.


Q. Will I be able to make/receive external calls using Intermedia?


A. Yes.  And you will keep your existing phone number after go-live on December 16.


Q. Is there a way to use Intermedia on my personal cell phone?


A. Yes. You can download the Intermedia app via the Google Play or IOS store. You will use the same credentials and have similar functions as the desktop version. You can also route calls directly to your cell phone.


Q. Is Intermedia secure?


A. Yes Intermedia is secure!  Data is encrypted both in-transit and at rest, and NDN has mandated secure passwords.  Further, Intermedia enforces industry best practices for security.  You may safely use Intermedia for transmitting both sensitive data and PHI as we have entered into a Business Associate Agreement.  For further information, please read the security guide: 1231_unite_security_guide.pdf


Q. Intermedia only rings in my headset.  What do I do?


A. Open your computer sound settings and make sure your default output device is your computers speakers.  Use Intermedia to set up your headset, not your computer settings.


Q. My headset cuts in and out when I try to use Intermedia and Shoretel at the same time!?!


A. If you run both phone softwares at the same time they will compete for your headset.  Please shutdown your Shoretel SoftPhone while you are using Intermedia.  This problem will go away late in December as Shoretel is obsoleted.


Q. Is there a document that shows some of the most common features we'd use in Intermedia...possibly with screenshots?


A. Yes there is! https://www.intermedia.net/assets/pdf/unite_apps_getting_started_guide_final.pdf..


Q. When I receive a call will my cell phone ring if I have the app installed?


A. Yes it will...if you have the app open on your phone. If the app is closed it will only ring on your computer. If Intermedia is open on your computer and your phone, both will ring.


Q. How do I send a fax with Intermedia?


A. Instructions on sending a web fax are provided in the following article: https://servicedesk.nvdonor.org/a/solutions/articles/15000057893