Mitel FAQ Hub: Answers to Your Most Common Questions

Yes. DECT offers interference-free voice quality and dedicated frequency bands, making it ideal for environments where Wi-Fi is congested or unreliable. It also provides enterprise-grade security and scalability for large deployments.​

• 712dt: Entry-level, general-purpose handset.​

• 722dt: Feature-rich for operational and frontline teams.​

• 732d: Ruggedized for industrial environments.​

• 742d: Certified for hazardous (ATEX) environments.

Yes. The 700d Series is fully compatible with Mitel Unified Communications platforms, including centralized directory services, messaging, and alarms.​

700d handsets support DECT encryption, DSAA authentication, DECT XQ technology, and secure signalling to protect communications and prevent interference.​

No. All updates and configuration management are handled over-the-air without requiring external servers, simplifying large-scale enterprise deployment.​

Zoom Workplace with Mitel integration is a hybrid communications solution that combines Zoom’s AI-powered collaboration tools with Mitel’s enterprise telephony systems, including OpenScape Voice, OpenScape 4000, and MiVoice Business.

Zoom Phone acts as a SIP softphone and connects to your Mitel PBX through an SBC (OpenScape OBS or Mitel Boarder Gateway). Mitel’s CloudLink platform handles authentication and provisioning, enabling seamless hybrid integration between Zoom Workplace and Mitel telephony infrastructure. 

Mitel will provide Zoom integrations across our flagship platforms including OpenScape Voice, OpenScape 4000, MiVoice Business, MiVoice 5000, and MiVoice MX-ONE.

Organizations benefit from a unified user interface for meetings, chat, and calls, while maintaining control, reliability, and compliance within their Mitel PBX environment. It’s ideal for hybrid cloud deployments.

No. This integration allows you to keep your existing Mitel PBX while layering Zoom Workplace’s collaboration and AI features on top—no rip-and-replace required.

Users get full access to Zoom meetings, team chat, whiteboards, workspace reservation, video messaging, voicemail, call history, presence sync, and call escalation—all from within the Zoom Workplace interface.

Yes. Zoom’s AI Companion is included with eligible plans at no extra cost and provides meeting summaries, chat prioritization, smart replies, and productivity insights.

Yes. Calls made through Mitel’s PBX can be seamlessly escalated into a Zoom Meeting directly from the Zoom Phone tab.

Yes. Mitel’s infrastructure provides enterprise-grade security, control, and compliance—making it well-suited for finance, healthcare, government, and other regulated sectors.

Absolutely. This hybrid architecture is designed for progressive cloud adoption, letting you introduce AI and collaboration tools without a full telephony migration.

MiCollab is a collaboration platform that gives your team all the tools they need to connect, communicate, and work together from anywhere — on any device. 

Any organization that wants to improve teamwork, speed up decision-making, and stay connected — whether employees are in the office, at home, or on the move.

Yes. MiCollab integrates directly with Microsoft Teams, offering bi-directional presence sync, access to your corporate directory, and personal contacts — so you get advanced telephony alongside Teams collaboration.

Absolutely. MiCollab has mobile apps for iOS and Android, letting you chat, join meetings, and access voicemail from anywhere.

You get chat, group chat, team messaging, voicemail, automated attendant, fax, SMS, conferencing, and more — all in one platform. 

There are no limits on conferencing hosts, no special event connection fees, and no expensive add-ons. It’s designed to keep everyone connected without driving up expenses. 

Yes. You can send SMS texts to internal and external contacts through an SMS service provider, with easy participant management for both users and admins.

Yes. It supports both scheduled and ad-hoc conferencing, with web-based viewing and content sharing so participants can collaborate in real time.

It integrates with Microsoft Teams, Microsoft Outlook calendars, key third-party video apps, and a wide range of business applications.

Yes. It offers a single admin interface for managing voice, speech, unified messaging, and fax — making administration simpler and faster.

Mitel offers a wide range of SIP, IP, DECT (digital cordless), WiFi phones, plus conference units, consoles, and accessories—designed for flexibility and trusted for reliable business use.

They combine crisp audio, secure connections, and durable design to meet the demands of modern work, whether you’re at a desk, in a meeting, or on the move.

Mitel devices work across various environments—on-premises, hosted in private or public clouds, or in hybrid setups. You choose what aligns with your business needs.

Absolutely. Their systems scale from small teams to global enterprises—supporting your expansion without locking you into a fixed model.

The 6900 IP Phone Series consists of SIP-based phones designed for both office and remote workers.

They are built to deliver mission-critical communications with robust security, compliance support, and continuous uptime—even during disruptions.

Yes, Mitel offers phones that connect via SIP, IP, DECT (cordless), and Wi-Fi.

Yes. Mitel offers expert guidance—from strategy and environment assessment to deployment, training, and lifecycle support.

Yes. Mitel business phones support hybrid and remote work scenarios, ensuring seamless communication whether staff are in the office, home, or on the go.

Yes. Many models include advanced audio, conferencing, softphone connectivity, and access to Mitel’s unified communications tools for powerful collaboration. 

Mitel Secure Cloud is a communications platform designed to deliver enterprise-grade unified communications and collaboration in a secure, cloud-hosted environment. It combines Mitel’s telephony expertise with cloud resilience, compliance features, and the flexibility to support hybrid or full-cloud deployments, supporting organizations from 1,000 users and up.

It offers a hybrid-ready architecture enabling a smooth transition to cloud services without disrupting existing investments. Unlike many cloud-only offerings, it delivers a dedicated private instance with bring-your-own-carrier flexibility, and supports compliance, governance, and custom deployment models.

Yes. Mitel Secure Cloud uses OpenScape Voice as its core voice platform and is designed for hybrid deployments. It connects with your existing Mitel PBXs (such as MiVoice Office 400, MiVoice 5000, or MiVoice Business) through SIP trunking, while letting you retain SBCs, gateways, handsets, and DECT/IP systems to minimize disruption.

Mitel Secure Cloud includes built-in compliance frameworks and policy enforcement tools to maintain security, regulatory alignment, and audit readiness. Each customer benefits from a private hosted instance with segregated data storage to support sovereignty and oversight.

It’s the development and service layer behind Mitel Secure Cloud, providing chat, presence, notifications, workflow, media services, and SMS, all hosted on AWS for reliability and scalability.

Yes. It supports hybrid and private-cloud configurations ideal for industries requiring data sovereignty, compliance controls, tailored security measures, and dedicated private instances.

Applications and services are updated via the cloud, enabling rapid deployment of enhancements and ensuring access to the latest features without on-premises patching.

Yes. The platform supports vertical applications tailored for sectors like healthcare, finance, and public services, built by Mitel, partners, or customers. 

MiVoice MX-ONE is an all-in-one business communications system that combines calling, video, messaging, and mobility tools. It’s built for organizations that need reliable, secure, and scalable communications — whether you have 500 people or half a million.

It’s perfect for medium to very large organizations, including government agencies, healthcare providers, financial institutions, manufacturers, schools, and global enterprises with multiple locations. 

It can grow with you — from 500 users up to 500,000 — making it ideal for organizations of all sizes that plan to expand. 

You’ll get a secure, future-ready communications platform that boosts productivity, reduces downtime, and helps your teams work together — no matter where they are. 

Very. It uses the latest encryption, offers multiple backup and redundancy options, and includes built-in emergency calling features to meet strict compliance and safety standards. 

Yes. You can run it entirely in the cloud, keep it on-site, or use both. Mitel CloudLink makes it easy to add cloud features while keeping your existing investment. 

MiCollab is built in, giving you voice, video, chat, presence, file sharing, and online meetings — all in one place, accessible from desktops and mobile devices. 

Absolutely. Our Mitel Assistant and MiCollab integration let Microsoft Teams users enjoy high-quality voice calls and advanced phone system features. 

MX-ONE has built-in redundancy so calls and communications keep working, even if a server or site goes down. 

Mitel OpenScape Business is an all-in-one voice and unified communications (UC) solution designed for small and medium-sized businesses. It integrates telephony, conferencing, messaging, contact center, and mobility into a single, scalable, and secure platform. 

It’s tailored for SMBs with up to 500 subscribers, or up to 2,000 in a connected network, looking for an integrated, flexible, and future-proof communications solution. 

You can deploy on-premises, hosted, in a private cloud, or in a hybrid model that combines cloud and on-premises resources. 

Yes. OpenScape Business supports IP, digital, analog, and DECT, as well as all current trunk interfaces, allowing you to leverage existing investments without rip-and-replace upgrades. 

It offers presence management, instant messaging, visual voicemail, auto-attendant, drag-and-drop conferencing, unified messaging, web collaboration, mobility apps, and integration with business directories. 

Yes. It offers bi-directional integration via myPortal for Teams, enabling click-to-dial, UC presence, directory access, and device control directly within Microsoft Teams. 

Yes. The myAgent contact center client offers features like intelligent call routing, multi-channel customer engagement (voice, email, fax), skill-based routing, and real-time customer data pop-ups. 

It includes instant messaging, presence, audio conferencing, screen sharing, directory search, call pop-ups, and integration with Unify Phone and third-party collaboration tools such as Microsoft Teams and Mitel Business CTI. 

Yes. OpenScape Business offers a consistent user experience across desktops, smartphones, tablets, and through groupware integration. 

By unifying communications into one platform, reducing travel and third-party conferencing expenses, and leveraging existing infrastructure, it lowers your total cost of ownership. 

Mitel CX is an AI-powered, omnichannel platform that brings together voice, video, chat, SMS, email, and social media into a unified interface—enabling seamless, personalized interactions across the entire customer journey. It’s designed for both contact centers and broader organizational use. 

It blends simplicity with enterprise-grade flexibility and control, supporting cloud, on-premises and hybrid deployments while offering robust AI and omnichannel capabilities within a unified platform.

Voice, video, chat, SMS, email, social messaging — all in a single agent interface for smooth transitions across touchpoints.  

With features like GenAI virtual agents, real-time agent assistance (suggested responses, summaries, translations), sentiment analysis, and AI-enhanced analytics—built to support agents and streamline workflows.

Mitel CX offers visual, low-code/no-code tools—like Workflow Studio and Chatbot Builder—that let you automate workflows and virtual agents without needing developer resources.  

Flexible deployment: on-premises, private cloud, public cloud, hybrid, or multi-cloud—allowing you to choose based on control, compliance, and security requirements.

Mitel CX delivers AI-infused real-time dashboards, sentiment and topic analysis, performance reporting, and business intelligence tools to optimize operations and enhance service quality.  

Agents work within a unified, single-pane UI that includes omnichannel interaction handling, -messaging, suggested replies, grammar checks, translations, interaction summaries, performance dashboard and more.  

Absolutely. Its GenAI chatbot can handle up to 90% of routine queries with human-like accuracy before escalation, to maximize efficiency.  

Mitel CX is well-suited for regulated industries—such as government, finance, and healthcare—where hybrid deployment, compliance, and deep integration matter.  

PBX stands for Private Branch eXchange—a business telephone system that connects multiple inbound and outbound lines, managing call routing, voicemail, auto-attendants, and features like find-me/follow-me.

PBX systems originated from switchboard operators who manually routed calls. Over time, PBXs evolved into automated systems that handle call routing digitally and offer advanced features like waiting, voicemail, auto-attendants, and find-me-follow-me.

There are two primary types:

• On-premises (traditional) PBX: installed and maintained onsite.
• Hosted (cloud-based) PBX: run by a provider in the cloud.
  Some organizations also adopt hybrid models that combine both.

A hosted PBX is a virtual, cloud-based phone system managed by a provider via the Internet. It replaces on-site servers with remote infrastructure, routing calls and delivering features over VoIP with lower capital costs and off-site maintenance.

Key advantages include:

• Reduced CAPEX (no hardware).
• Lower maintenance overhead.
• Scalability — easily add/remove lines.
• Faster feature updates—new capabilities included in subscription.
• Reliable disaster recovery—cloud-based failover.

Traditional PBX uses circuit-switched networks, while VoIP systems transmit voice over IP networks. VoIP delivers modern integrations, features, and is more adaptable. Companies often blend analog PBX with VoIP via hybrid models.

VoIP offers app-like capabilities rather than hardware limitations—such as voicemail to email, CRM integrations, softphone support, mobility across devices, and lower maintenance costs—making it a more flexible, application-oriented model.

You must assess your data network’s capacity, quality, and reliability to support high-quality VoIP calls—this is critical before transitioning from traditional analog PBX systems.

Hosted PBX eliminates upfront equipment costs, lowers maintenance, includes calling features as part of monthly pricing, and often reduces taxes or tariffs by leveraging internet calls, enhancing cost-efficiency and flexibility.

Beyond voice calls, modern systems include video, instant messaging, presence, mobility, and integration with collaboration tools—all available on a unified platform to enhance productivity and accessibility.

Not necessarily. Many existing PBX systems are SIP-compatible or can be made compatible with a SIP gateway.

Yes—when properly implemented. Mitel’s solutions use encryption and adhere to industry-standard security protocols to protect your voice traffic.

Absolutely. Number porting is supported, so you can maintain continuity with customers and partners.

Mitel’s SIP trunking includes automatic call rerouting to designated backup numbers or mobile devices, ensuring you stay reachable.

Deployment times vary, but many businesses are up and running in days, not weeks.

Hybrid communications refers to a versatile framework that unifies on-premises and cloud deployment models with both analog and IP-based technologies. By delivering a consistent, streamlined user experience on the front end and addressing compliance, resilience, and security on the back end, organizations can adapt communications to a wide range of environments and use cases.

It’s Mitel’s unifying architecture that brings together cloud, on-premises, and hosted systems under one consistent experience. It ensures users and administrators don’t need to worry about where each service lives.

The Common Communications Framework unifies on-premises, customer-hosted, partner-hosted, and Mitel-hosted environments into a single, consistent user experience.

Yes. Mitel’s approach ensures that calling, meetings, contact center functions, and presence information remain seamless, no matter where workloads are hosted.

Mitel solutions include common controls that customers can use to address compliance requirements in their environments, such as data security, privacy, and/or anti-fraud measures via product features or through partnerships with providers.

Absolutely. Hybrid architecture lets you add cloud services step by step without disrupting current operations or forcing a single “big-bang” migration.

Yes. It’s designed to connect with over 200 partner applications, industry-specific solutions, and collaboration tools like Zoom, extending value without fragmenting the experience.

It provides a consistent layer for security policies, data governance, and compliance controls so organizations can enforce requirements regardless of where systems are hosted.

Organizations with strict compliance needs (such as healthcare, government, or financial services), as well as businesses with branch locations or global operations, often choose hybrid for its flexibility.

The best first step is a consultation. Mitel experts can assess your current environment, outline options for phased adoption, and design a roadmap tailored to your business goals.

A framework that combines on-premises and cloud technologies to provide consistent communication experiences across voice, video, and collaboration tools.

UCaaS is fully cloud-delivered. Hybrid communications can blend cloud with on-premises systems for resilience, compliance, or legacy integration needs.

Flexibility, continuity, compliance support, cost optimization, and seamless user experience across devices.

Mitel offers solutions that integrate PBX, cloud services, collaboration, and third-party platforms like Zoom, allowing enterprises to tailor deployments.

Any organization balancing compliance, security, and flexibility—such as healthcare, finance, education, and global enterprises.

By assessing current infrastructure, defining requirements, piloting hybrid solutions, and gradually expanding with the support of providers like Mitel.

UCC is a strategic platform that brings voice, video, messaging, file sharing, and presence into a single interface. It enables faster coordination across teams, systems, and geographies while reducing complexity and communication silos.

Most enterprise communication stacks have grown piecemeal over the years, creating inefficiencies. UCC streamlines tools into one platform, improving customer experience, employee productivity, and IT control.

By connecting channels and reducing handoffs, UCC helps organizations resolve issues more quickly and consistently, leading to stronger customer satisfaction.

Mitel’s solutions allow seamless transitions across devices, networks, and work environments. Employees can collaborate effectively whether at headquarters, in a branch office, or working remotely.

Mitel supports cloud-first, private cloud, on-premises, and hybrid deployments. This flexibility allows CIOs and CTOs to modernize communications at their own pace without sacrificing control.

With centralized governance, Mitel’s platform applies consistent security policies and audit trails across all communication modes, with support for standards like HIPAA and GDPR.

Yes. Mitel UCC is modular and built to integrate with legacy systems, Microsoft Teams, and third-party applications, allowing enterprises to evolve without overhauling existing workflows.

Consolidating communication tools lowers licensing fees, minimizes infrastructure redundancy, and simplifies administrative oversight with unified consoles.

Communications infrastructure is now central to digital transformation, customer intimacy, employee engagement, and operational agility. UCC ensures alignment between IT governance and enterprise goals.

UCA is the intentional integration of voice, video, messaging, mobility, AI, and collaboration tools into a single framework. It provides the foundation for secure, scalable, and intelligent enterprise communications.

Legacy systems weren’t designed for omnichannel customer experience, AI workflows, or globally distributed teams. UCA overcomes those limits by unifying tools and enabling hybrid deployment models that evolve with business needs.

Hybrid UCA combines the control of on-premises infrastructure with the flexibility of cloud services. It allows enterprises to modernize at their own pace, meet compliance requirements, and integrate innovation without disruption.

Fragmented systems create higher costs, inconsistent customer interactions, and operational delays. UCA simplifies onboarding, reduces silos, improves security, and strengthens collaboration across regions and functions.

Mitel’s CloudLink platform acts as a cloud-based integration fabric, bridging on-premises and cloud systems while supporting a unified user experience across environments.

Hybrid UCA allows industries like healthcare and financial services to keep sensitive data local while enabling cloud collaboration, ensuring compliance with regulations like HIPAA and GDPR.

Enterprises report reduced incident response times, improved reliability, faster resolution of cross-functional issues, and measurable cost savings through selective modernization.

Modern platforms are designed for orchestration, not patchwork. Hybrid UCA is easier to manage than disjointed systems, allows cloud adoption at the right pace, and strengthens rather than weakens security.

Mitel helps enterprises assess current architectures, identify silos and compliance gaps, and create hybrid roadmaps. Services include deployment, integration, managed support, and flexible licensing tailored to business needs.