Connect an AI phone agent to Unify OpenScape
Your OpenScape system stays exactly as it is. Tibinet's AI phone agent is added over a single SIP trunk. Callers the agent cannot help are passed back to a colleague on your own system.
Unify OpenScape at a glance
Unify (formerly Siemens Enterprise Communications, later part of Atos) has been part of Mitel since October 2023. The platforms are still called OpenScape: OpenScape Business for smaller businesses, and OpenScape Voice and OpenScape 4000 for large organisations. They are now supplied and supported by Mitel. Other Mitel systems are covered on our Mitel page.
How the connection works
- OpenScape Business: an ITSP or SIP trunk connection to Tibinet. Registration or an IP-based connection, depending on where the system sits in your network.
- OpenScape Voice and OpenScape 4000: usually through an SBC, such as the OpenScape SBC, with an IP-based connection to us.
- The dial plan sends the agent numbers to the trunk.
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
Create the trunk
Create a trunk or ITSP profile using the SIP address we give you, the port and the transport.
Open the SBC and firewall
Allow our address on the SBC and through the firewall, for SIP and RTP.
Route to the agent
Add a route that sends 85XX and 88XXXXX to the trunk.
Route back
Add an inbound route for the agreed transfer numbers.
Codec and DTMF
Set G.711 A-law and DTMF according to RFC 4733.
Transferring calls
- Cold transfer: by default through a second call to your system.
- REFER (optional): your system transfers the call itself. 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 your handsets display it depends on your system and handsets; we do not promise it.
Points to watch
Ready to connect your OpenScape?
Leave your details. We will call you back and send you the trunk settings.
Unify and OpenScape are trademarks of Mitel. Tibinet is not a partner of, or affiliated with, Mitel or Unify.
Frequently asked questions
Yes. Mitel acquired Unify in October 2023. The OpenScape products still exist and are supplied by Mitel.
Yes, as long as the system can set up a SIP trunk to an external provider. That is exactly what the platform is built for.
Usually, yes: the trunk and the routes are configured on the system or the SBC. We provide the details.
Yes, if that group has a number and the number is on the list of agreed destinations.
Call me back
Leave your name and number. We will call you back at a time that suits you.