Connect an AI phone agent to your Mitel system

Mitel at a glance

Mitel supplies phone systems for small businesses and large organisations alike. Its best-known platforms are MiVoice Business, MiVoice MX-ONE and MiVoice 5000. Unify (OpenScape) has also been part of Mitel since October 2023, and has its own page on OpenScape.

MiVoice Office 400 has reached the end of its life cycle. Mitel points to MiVoice Business, MiVoice 5000 or OpenScape Business as successors. Plenty of installations are still running and can be connected without any trouble. If you are thinking about replacing yours, have a look at hosted telephony from Tibinet too.

How the connection works

• A SIP trunk between your Mitel system and Tibinet. On MiVoice Business this is called a SIP peer.
• We recommend an IP-based connection: we recognise your system by its fixed public IP address.
• If there is an SBC in front of the system, such as the MiVoice Border Gateway or another vendor's SBC, the trunk runs through that SBC.
• Your system calls the agent on a short number, for example 8500. On MiVoice Business this is done with an ARS route that passes the number unchanged to the SIP peer.

You can read how it works in general on connecting an AI phone agent to your phone system. All ports, codecs and settings are listed in the technical details.

What your IT team does

1. 1

   Create the SIP peer

   Create a SIP peer (or trunk) using the SIP address we give you, the agreed transport and the port.

2. 2

   Open the firewall and SBC

   Allow our address through the firewall and on the SBC, for SIP and for RTP (UDP ports 10000 to 20000).

3. 3

   Route to the agent

   Add an ARS route or routing rule that sends the agent numbers (85XX and 88XXXXX) to the SIP peer.

4. 4

   Route back

   Add an inbound route for the transfer numbers, so they arrive as internal calls.

5. 5

   Codec and DTMF

   Set G.711 A-law and DTMF according to RFC 4733 on the trunk.

Transferring calls

• Cold transfer: by default through a second call to your system. This always works.
• REFER (optional): your system must allow blind transfer via REFER on this trunk. If that fails, the platform automatically falls back to the second call.
• Warm transfer: your colleague first hears a summary and presses 1 (accept) or 2 (decline). If nobody answers, the caller stays with the agent.
• The summary is also sent as a SIP header. Whether a Mitel handset displays that header depends on your configuration; we do not promise it.

Points to watch

Mitel, MiVoice and MX-ONE are trademarks of Mitel Networks. Tibinet is not a partner of, or affiliated with, Mitel.