Microsoft Teams and Mitel integration
Microsoft Teams and Mitel working together create a powerful communications platform. Microsoft Teams is now the ‘go-to’ Unified Communications (UC) offering from Microsoft with its predecessor, Skype for Business, being phased out. Microsoft Teams is bundled as standard in all Microsoft 365 and Office 365 products.
Microsoft has recently introduced a telephony system based on Teams. There are two broad offerings. Microsoft 365 Business Voice can be used with any Business or Enterprise version of Office 365 for up to 300 users and Microsoft Phone System that can be used with Enterprise versions of Office 365 for larger installations.
Mitel is a long-established leader in the provision of enterprise-grade telephone systems. Their current product line-up is wide-ranging and includes omnichannel contact centre, AI integrations as well as resilient standard IP telephony.
Microsoft Teams Telephony
Using Microsoft 365 Business Voice or Microsoft Phone System, you can create a powerful PBX with many standard telephony facilities such as; making and receiving calls, holding and transferring calls. The systems can be used with Microsoft Teams as a softphone, with physical desktop phones, headsets or by using the app on a mobile phone.
Making and receiving external calls requires you to either; buy a Microsoft Calling Plan which represents poor value and is inflexible or, partner with an organisation to deliver Direct Routing. (see the Microsoft Teams Telephony pricing)
To provide Direct Routing, an organisation connects your Microsoft Teams users to the Public Switch Telephone Network (PSTN) through a Session Border Controller (SBC). The SBC is connected via Session Initiation Protocol (SIP) trunks and a range of Direct Dial Inwards (DDI) numbers to facilitate making and receiving external calls.
With Qubic’s Direct Routing, unlike a Microsoft Calling Plan, all calls, however made, are billed to the nearest second and there is no call setup charge, providing much better value and more flexibility.
Why connect Microsoft Teams and Mitel?
There are three main reasons for wanting to connect Microsoft Teams and Mitel.
First, to protect the investment in an existing Mitel system by integrating it with Microsoft Teams for UC, flexibility and mobility.
Secondly, to make a controlled, extended migration from an existing Mitel system to a full Microsoft Teams Telephony solution; you can create a hybrid solution that helps your users become familiar with the Microsoft Teams interface before the Mitel equipment is phased out.
Thirdly, to be able to provide specialist facilities such as an AI-powered omnichannel contact centre on a Mitel platform that is integrated with the rest of an organisation that is using Teams.
Qubic know-how and technology
Qubic has been integrating voice and data technologies for over 25 years and is both a Mitel Cloud Build Partner and a Microsoft Cloud Services Partner. This set of skills and experience, uniquely lets Qubic deliver tight, seamless integration between Microsoft Teams Telephony and Mitel Telephony.
Qubic delivered the first Microsoft Lync (a predecessor to Microsoft Teams) system in the UK to the London Symphony Orchestra for worldwide telephony. Qubic also delivered and supports the largest single Mitel Cloud deployment in Europe to a UK Local Authority.
At the heart of the integration is the Qubic Cloud Nexus, the core of the operation. It is spread over multiple, geographically separate, Tier III UK datacentres to provide high-availability and resilience.
In becoming a Mitel Cloud Build Partner, Qubic has invested significantly in its infrastructure within the Cloud Nexus to be able to deliver the Cloud Mitel Service. It is this significant investment and its data communications knowhow that uniquely lets Qubic deliver the Mitel/Microsoft Teams integration.
Using Mitel Telephony with Teams as a Softphone
In this scenario, all telephony features are provided by the Mitel system. Users can make and receive calls, put calls on hold, forward them by using any device including a Mitel phone, a PC or laptop or on a mobile phone. Any Microsoft Teams calls initiated on a mobile phone will be routed out through the Mitel system.
Creating a Hybrid solution
In this scenario, the organisation has a Microsoft Teams phone system and a Mitel phone system. The Mitel system could either be a legacy system or a system that is providing a specialist service such as an omnichannel contact centre. Users on both systems make and receive external calls through the same SIP trunks and the DDIs. The Qubic integration means that users, whatever system they are connected to, can also make internal calls and transfer calls allowing, for example, contact centre agents to engage directly with the appropriate department or individual.