Mitel MS Teams Solution Setup and CloudLink Gateway Integration

This section describes the MS Teams Solution Setup, and how an Account Administrator can configure a CloudLink Gateway Integration. The following are covered in this section:
  • Mitel MS Teams Solution Setup and Features
  • Configuring CloudLink Gateway Integration
  • CloudLink Integration to Microsoft Azure AD - Microsoft Teams

Mitel MS Teams Solution Setup and Features

The Mitel MS Teams solution setup includes on boarding users into the CloudLink Platform and integrating the features that are supported.

The features of MS Teams solution and the requirements for supporting them are as follows:
Note: CloudLink Integrations include onboarding end-users to the CloudLink platform, and enabling features or integrations in the CloudLink Accounts Console. Integrations with a third-party application such as MS Teams involves Mitel staff or Partner technicians with credentials to enable the features on third-party applications interfacing with customer IT professionals.

An MS Teams Administrator must upload the Mitel Assistant application to the organization's Teams application store via MS Teams administration portal. After uploading the application to the store, the Administrator must add the application to the Azure AD tenant, which allows end-users to add the Mitel Assistant application to their MS Teams client.

An MS Teams Administrator can do the following using the Manage Apps section of the MS Teams administration portal:

An MS Teams Administrator can add the Mitel Assistant application to the MS Teams client from the Apps section of the application. For more information, see Add an application to MS Teams.

As an Account Administrator, you must ensure the following:
  1. Users in your account must set up a supported Mitel telephony application as the default calling app in their device in order to place calls from Mitel Assistant.
    Note: Mitel recommends using MiCollab Client or Mitel One along with Mitel Assistant for placing calls to phone numbers. MiCollab PC Client (as of version 9.6) supports a Telephony-only user profile, which can be selected in the user profile from the MiCollab Client Service Administrator portal and provides a more seamless experience.
    Note: With MiVoice Business, MiCollab version 9.7 is required for placing calls from the Call History tab of Mitel Assistant.
    • Cross launching MiCollab— Mitel Assistant cross-launches MiCollab Client using the Tel-URI protocol. When MiCollab Client (PC, Mac, or Android) is installed, it will register itself as the default handler for Tel-URI if no other application is selected. If any other application is already selected, then perform the following steps to configure Tel-URI manually for MiCollab PC client:

      1. From the System Settings, choose Default Apps.

      2. Under Default Apps, select the option, Choose default apps by protocol.

      3. From the list of default apps, click the Choose a default option to select the desired application.

      4. Select MiCollab. The Tel-URI protocol is configured.

      For information about Tel-URI settings in Mac, see Apple manuals.

      For information about Tel-URI settings in Android, see the respective manufacturer documentation. In Android devices, you must clear the default apps if you are unable to view the MiCollab Client while dialing and cross-launching. To clear the default apps from your Android devices, do either of the following:
      • Settings > Apps or App Management > Phone > Set as default > Clear.
      • Settings > Apps > Default Apps > Opening links > Phone > Clear.
      After you clear the default apps, you will be prompted to choose an application while dialing and cross-launching.
      Note: On Mac, you can change the default calling app settings on FaceTime. On iOS, no changes are required in the settings.
      Note: Mitel Assistant cross launches MiCollab Client using custom URI in iOS.The custom URI is supported with MiCollab 9.7.10 or later versions. iOS does not support cross launching of MiCollab Client using Tel-URI. While dialing a number from an iOS device without MiCollab installed, the MS Teams native dialer will not be launched.

      For information about server configuration of Telephony-only client, see MiCollab Client Administrator Console (UCA) > MiCollab Client Service > Administrator Interface > User Profiles > Enabling MiCollab Client Telephony-only Mode. The server configuration can be done only by a MiCollab Administrator.

  2. The Mitel Assistant Enterprise application must be added to your Azure AD tenant from the gallery. This allows end-users to add the application to their MS Teams client. For more information about pre-requisites, permissions, and the system requirements for deploying Mitel Assistant, see Mitel Assistant User Guide.

Configuring CloudLink Gateway Integrations

To create a customer account in CloudLink, manage, and configure CloudLink Gateway integration with the PBX, the Account Administrator must do the following:

  1. Create a customer account in the CloudLink Accounts Console.

    For more information about creating and managing the account, see Create Customer Accounts and Add Users.

  2. Deploy and integrate CloudLink Gateway to associate the Gateway with the customer account, configure and connect a PBX, and deploy a CloudLink application for all the users.

    For more information, see Integrating CloudLink Gateway with CloudLink Accounts.

    For information about CloudLink integration with PBXs, see:
    For PBX documentation, see:

    For information about CloudLink Integration with MiCollab, see the MiCollab CloudLink Solution document.

Note: The Administrator must assign a CloudLink role to users configured on MiVoice 5000 PBX and MX-ONE (in web admin or PBX Manager app). The CTI role should be used for MiVoice 5000 and the User role should be used for MX-ONE. The maximum number of users that can be assigned with roles are: MiVoice Business with 2,500 users, MiVoice 5000 with 2,500 users and MX-ONE with 5,000 users. After a CloudLink role is assigned to a user, the PBX configured for the user will be monitored by the CloudLink gateway. Therefore, the MS Teams Presence synchronization and Mitel Assistant Call History will be available for users who have a CloudLink role assigned. For more information about the Call History feature, see Mitel Assistant User Guide.
The maximum number of devices supported and the Busy Hour Call Completion (BHCC) for each PBX is given in the table below:
PBX Maximum Supported Devices BHCC
MiVoice Office 400 800 4200
MiVoice 5000 2500 16000
MiVoice MX-ONE 10000 24000
MiVoice Business 5000 12000
Note: For MiVoice Business, device resiliency is supported.

CloudLink Integrations to Microsoft Azure AD - Microsoft Teams

Note: MS Teams Integration with CloudLink needs to be enabled only if the Presence Integration feature is a requirement for that account.

Integration of MS Teams with a CloudLink account to provide the Presence Integration feature involves a Microsoft Azure AD Administrator role and a CloudLink Administrator role. These roles can be provided by a combination of Mitel staff, Partners, or IT professionals. For more information about MS Teams integration with CloudLink, see Integrating Third-Party Applications with CloudLink Accounts.

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