# Zoom and Mitel Phone System Integration Field Guide

### Overview

Zoom and Mitel are teaming up to improve your VoIP system. With this phone system integration — or PSI — you can get the best of both worlds: the collaboration power of Zoom Workplace and the calling capabilities of your existing Mitel system, all from within the desktop and mobile Zoom Workplace apps.

If you're already using Zoom Workplace, thinking about getting started with Zoom Workplace, or adding more Zoom Workplace features and you've got a compatible Mitel setup, this integration is a great fit.

Here's the idea: your Zoom Phone tab becomes a SIP (session initiation protocol) softphone that connects directly to the Mitel calling platform. If you're connecting over the internet, it uses Mitel's OpenScape Session Border Controller, or SBC. You'll also use Mitel CloudLink to make logins easier and manage users more smoothly between Zoom and Mitel.

Just a heads-up, you'll need to have all the right Zoom and Mitel components in place for this integration to work properly.

#### <mark style="color:blue;">Zoom and Mitel PSI Features</mark>

This integration brings a whole range of features to your current Mitel deployment. Here are just a few you can take advantage of:

* Make and receive calls
* Handle multiple calls at once
* Put calls on hold or start a conference
* Transfer calls (cold or warm)
* Access voicemail
* View call history and logs
* Set up call forwarding
* Use Do Not Disturb mode
* Sync corporate contacts
* Turn a phone call into a Zoom meeting
* View presence status between Zoom Apps (limited with Mitel phones)
* Jump from Chat to a PSI call

#### <mark style="color:blue;">High-Level Requirements</mark>

The following sections outline high level requirements for this integration.

<mark style="color:blue;">**Zoom Specifics**</mark>

To get things running on the Zoom side, you'll need:

* An account owner or admin role to manage users, the PSI, and Zoom Phone
* A supported license per user, such as:
  * Zoom Workplace Business/Business+
  * Zoom Workplace Essentials/Enterprise/Enterprise+/Enterprise Premier
  * Legacy Meeting licenses (ENH/EAH)
  * Any plan with Zoom Phone Pro
* Zoom Phone configured and active for your organization
* [**Automatic Phone Assignment**](#disable-the-automatic-phone-license-assignment-for-zoom-workplace) turned off for Zoom Workplace licenses
* Zoom Workplace app version 6.3.6 or higher

<mark style="color:blue;">**Mitel Specifics**</mark>

On the Mitel side, here's what you'll need:

**PBX Hardware Compatibility:**

* OpenScape Voice (OSV)
* OpenScape 4k (OS4k)
* Mitel CloudLink
* MiVoice Business (MiVB)

**Supported Apps and Platforms:**

* Mitel Administration App
* OpenScape 4000 Platform (for OS4k)
* OpenScape Common Management Platform (for OSV)
* OpenScape SBC Management Portal (for OSV and OS4k)
* OpenScape SBC (for external registration with OSV/OS4k)

**Licenses:**

* Mitel ZoomPSI or Hybrid
* Teleworker License

There are a few important things to know before you start the integration process:

* The Zoom Workplace app uses the [standard Firewall ports and IP ranges](https://support.zoom.com/hc/en/article?id=zm_kb\&sysparm_article=KB0060548).
* Phone signaling/media IPs and ports are determined by the Mitel configuration and may differ from standards. Contact Mitel or your Mitel partner if you need additional information.
* You must have a Teleworker license for both the Zoom Workplace desktop and mobile apps — two licenses per user. These are essential for connecting back to the Mitel PBX.

### Architecture

#### <mark style="color:blue;">Standard Integration Architecture</mark>

<div data-with-frame="true"><figure><img src="/files/zTcjbhKiQClaZ2ae0p9y" alt=""><figcaption></figcaption></figure></div>

Key Connections:

* **Zoom Cloud to Mitel CloudLink**: REST API over TLS
* **Zoom Workplace Connection**: TLS to Zoom's data centers
* **User Device to Mitel**: Phone signaling/media over TLS
* **Mitel CloudLink to PBX**: Proprietary protocols

#### Hybrid Configuration

<div data-with-frame="true"><figure><img src="/files/oEVxKOpmpGKuQRQhyRvs" alt=""><figcaption></figcaption></figure></div>

Organizations run both Zoom Phone and the Mitel integration simultaneously. Users with Zoom Phone licenses connect to Zoom Phone SBC, while users with the Mitel integration connect to Mitel SBC. With a BYOP trunk connecting them, users can dial extensions between different systems.

#### <mark style="color:blue;">Technical Architecture Overview</mark>

**Mitel CloudLink Connection**

CloudLink is a cloud-based platform that bridges your on-premises PBX with cloud solutions. Zoom leverages CloudLink for cloud API access to Mitel PBX components, creating a single interface instead of needing to "speak" each PBX's unique language.

{% hint style="success" %}
**Example**

When turning on Do Not Disturb, Zoom sends one API command to CloudLink, which interprets it for the specific Mitel PBX (OS4K vs. MiVoice Business handle this differently).
{% endhint %}

**Zoom Cloud to CloudLink Synchronization**

You establish secure communication through **Zoom Apps** from both **Zoom** and **CloudLink**. When you install these apps, an admin must log in to both systems to build a secure OAuth connection.

Once connected, Zoom pulls user phone login details over TLS:

* SIP "User Name" (often the phone number)
* SIP credentials (secure hash only)
* Registration IP addresses (SBC and backup SBC, or internal PBX)

**App Registration Process**

1. Zoom's cloud passes login credentials to the user's Zoom Workplace app over TLS
2. Zoom Workplace activates the Phone tab
3. The Zoom Workplace app connects directly to the Mitel SBC or PBX via TLS (not proxied through Zoom cloud)

**Additional** **Flows**

* Features: The Zoom Workplace app communicates directly with Mitel CloudLink via REST API over TLS for call logs, voicemails, and Do Not Disturb status
* Mobile Push: Mitel SBC sends push notifications to Zoom's cloud, which forwards them to mobile devices
* Network Adaptation: Remote users connect through CloudLink and Mitel SBC. On-site desktops connect directly to Mitel PBX. Mobile devices use the secure external route.

### Configure the Integration

The integration is straightforward between Zoom and Mitel, with the work on Zoom's side averaging around 45 minutes, with a larger portion on the Mitel side. Reach out to Mitel or your Mitel partner for additional questions or information on timing.

Any admin performing these steps will need the **Phone System Integration** permission to complete all steps.

#### <mark style="color:blue;">Complete the Initial Zoom Phone Setup</mark>

If you are a new customer and haven't configured Zoom Phone yet, follow our support document on [Getting Started with Zoom Phone](https://support.zoom.com/hc/en/article?id=zm_kb\&sysparm_article=KB0060257#h_5ae26a3a-290c-4a8d-b3b0-6384ed267b13). Otherwise, continue with the next step.

#### <mark style="color:blue;">Disable the Automatic Phone License Assignment for Zoom Workplace</mark>

To disable automatic license assignment for Zoom Phone for all users in the account:

1. Sign in to the [Zoom web portal](https://zoom.us/profile) as an admin.
2. In the left navigation menu, click **Account Management**, then **Account Settings**.
3. Click the **Zoom Phone** tab.
4. Under **General**, click the **Activate Zoom Phone users automatically** toggle to disable it.
5. If a verification dialog displays, click **Disable** to verify the change.

#### <mark style="color:blue;">Add Users to Zoom</mark>

You can add users individually, with a CSV file, or by using SSO (single sign-on) using the steps in our support document on [Managing Users](https://support.zoom.com/hc/en/article?id=zm_kb\&sysparm_article=KB0061789#h_8b193526-997c-4385-955b-ffddda0b0404). If you invite an existing user to join your Zoom account, learn more about the process of [adding existing users to a paid account](https://support.zoom.com/hc/en/article?id=zm_kb\&sysparm_article=KB0063202), such as handling any remaining balances and data that will be transferred to your account.

#### <mark style="color:blue;">Assign Licenses to Users</mark>

You can assign Zoom product licenses individually or in bulk. More information is available on how to [Assign Zoom Licenses](https://support.zoom.com/hc/en/article?id=zm_kb\&sysparm_article=KB0064911) in the linked article.

#### <mark style="color:blue;">Install the Mitel App from Zoom App Marketplace</mark>

To connect Zoom with Mitel CloudLink, follow the steps below:

1. Sign in to the [Zoom web portal](https://zoom.us/profile) as an admin.
2. In the left navigation menu, under **Advanced** click on **App Marketplace**.
3. Use the search box to find the **Mitel PSI App** and select it. Click **Add**.
4. Click **Create Connector**.
5. Click **Connect** to confirm that you want to connect the third-party Mitel Connector to your Zoom account. A browser window will open, redirecting you to Mitel CloudLink.
6. Sign in to Mitel CloudLink. The communication between Zoom and Mitel's CloudLink is now complete.

{% hint style="info" %}
**Note**

Mitel also has an App Store for CloudLink where Zoom can be added to get redirected to Zoom for completion.
{% endhint %}

#### <mark style="color:blue;">Configure Phone Integration Settings</mark>

To enable Zoom Workplace mobile app users to place calls via a Mitel on-premises system, follow the steps below:

1. Sign in to the [Zoom web portal](https://zoom.us/profile) as an admin.
2. In the left navigation menu, click **Account Management**, then **Phone System Integration**.
3. Click the **Settings** tab.
4. To integrate calling on the Zoom Workplace mobile app, select the **Allow use the integrated phone system to phone call on Zoom mobile client** toggle.
5. If a verification dialog appears, click **Enable** or **Disable** to verify the change.

{% hint style="info" %}
**Notes**

* Ensure that this setting is always enabled.
* If this option is turned on and the users are on the list of Phone System Integration, these users can use a Mitel on-premises system to place a call via the Zoom Workplace mobile app.
  {% endhint %}

#### <mark style="color:blue;">Add Zoom Users to the Mitel PSI</mark>

You can choose to add users manually or in bulk via CSV. See the steps for [adding Zoom users to the Mitel integration](https://support.zoom.com/hc/en/article?id=zm_kb\&sysparm_article=KB0079172#mcetoc_1iiurdfim2r8) in our linked support article.

#### <mark style="color:blue;">Verify the Zoom-Mitel Integration in the Zoom Workplace App</mark>

To verify the integration is configured properly, sign in to the Zoom Workplace app (desktop or mobile) and click the **Phone** tab. Ensure that you can see the Caller ID (extension from Mitel) and that there are no error messages. If there are errors, the Status Column provides relevant information:

| Status                        | Description                                                                                                                  |
| ----------------------------- | ---------------------------------------------------------------------------------------------------------------------------- |
| **Pending SIP credentials**   | Waiting on CloudLink to authorize the user.                                                                                  |
| **Idle**                      | The SIP credential has already been synchronized with Zoom, but the user has not yet registered with the Zoom Workplace app. |
| **Registered**                | The Zoom Workplace app has successfully registered with the SIP server.                                                      |
| **SIP error codes (various)** | This will provide common SIP error codes and a general description to help troubleshoot the registration issue.              |

#### <mark style="color:blue;">Configure Mitel User Management</mark>

Use the references in our [Zoom-Mitel PSI Configuration](https://support.zoom.com/hc/en/article?id=zm_kb\&sysparm_article=KB0079172#mcetoc_1iiurmd8a34k) guide for some information to get you started. Contact Mitel or your Mitel partner for questions or additional information.

#### <mark style="color:blue;">Security Considerations</mark>

Our [Zoom-Mitel PSI Configuration](https://support.zoom.com/hc/en/article?id=zm_kb\&sysparm_article=KB0079172#mcetoc_1iiurmd8a34k) guide has some security considerations for your organization. Contact Mitel or your Mitel partner for questions or additional information.

#### <mark style="color:blue;">Manage External Contacts (non-Zoom Contacts)</mark>

Account owners and admins can create a shared directory of external contacts. There is more information in our[ Zoom-Mitel PSI Configuration](https://support.zoom.com/hc/en/article?id=zm_kb\&sysparm_article=KB0079172#mcetoc_1iiurmd8a34k) guide. Contact Mitel or your Mitel partner for questions or additional information.

#### <mark style="color:blue;">Bring Your Own PBX (BYOP)</mark>

BYOP lets you build a SIP trunk between Zoom Phone and Mitel for extension-based dialing. Mix and match — some offices use Zoom Phone while others use the Mitel integration. With a BYOP trunk, users dial extensions between systems.

<div data-with-frame="true"><figure><img src="/files/A5WlakZS31Yo6NGQQq4y" alt=""><figcaption></figcaption></figure></div>

This setup requires additional firewall rules and uses Mutual TLS. See our Support Site for requirements. We've co-written support documents with Mitel for OpenScape SBC and MiVoice Border Gateway, available on our Zoom Phone supported Hardware Page.

#### <mark style="color:blue;">Mitel Desk Phone Support on Zoom Phone</mark>

Users on Zoom Phone can use Mitel desk phones that register directly to Zoom Phone. For a list of supported models, refer to Zoom’s [list of certified hardware](https://support.zoom.com/hc/en/article?id=zm_kb\&sysparm_article=KB0060242).

### Frequently Asked Questions

#### <mark style="color:blue;">License or software updates may be required, depending on your Mitel system configuration</mark>

Every Mitel setup is different, so what you need depends on your specific configuration. Your Mitel partner can quickly assess your system and tell you if you need license upgrades (like Teleworker licenses) or software updates to make everything compatible. It's worth a quick check since requirements vary widely between deployments.

#### <mark style="color:blue;">Mitel CloudLink is required for this integration to work</mark>

Yes, CloudLink is key. It helps keep everything in sync between Zoom and your Mitel system, like your user info and login credentials. It also simplifies managing users.

#### <mark style="color:blue;">Yes, this integration works alongside Zoom Phone deployments</mark>

You can mix and match — some offices can use unintegrated Zoom Phone while others use the Mitel integration. With a BYOC/BYOP trunk connecting them, users can even dial extensions between different systems. Use what works best for each location.

#### <mark style="color:blue;">You can use both a Mitel desk phone and the Zoom Workplace app</mark>

The Zoom Workplace app works alongside your existing desk phone, not instead of it. Both can ring when someone calls your extension, so you can answer whichever is convenient. Your Mitel system treats Zoom Phone like another phone on your desk.

#### <mark style="color:blue;">Zoom connects to Mitel via CloudLink</mark>

CloudLink is the bridge that makes Zoom and Mitel talk to each other. It handles three main things: verifying users are who they say they are, keeping user info synced between both systems, and securely passing the login credentials Zoom needs to connect to your Mitel system. Without CloudLink acting as the translator, these two systems wouldn't be able to work together — it's what makes the integration possible.

#### <mark style="color:blue;">You can’t send SMS messages through this integration</mark>

SMS isn't supported at this time because the Zoom Workplace app is essentially acting as a softphone that connects to your Mitel system for voice calls only. SMS works on completely different technology that your Mitel system handles separately. Think of it this way: Zoom is borrowing your Mitel system's calling features, but SMS lives in a different part of that system that isn't accessible through this integration. You'll need to stick with your current Mitel SMS tools for now, though this might change in future updates.

#### <mark style="color:blue;">The Network Connectivity Tool will not work with Mitel phones</mark>

Zoom's Network Connectivity Tool can't test your Mitel phone connections because it's designed to check Zoom's own servers, not your Mitel system. When you're using this integration, your calls go through Mitel's network (either directly to your PBX or through Mitel's servers), so Zoom's testing tool simply can't see or test those pathways. It's like trying to use a car's diagnostic tool on a different make — they just speak different languages. The tool will still work fine for testing your regular Zoom meeting connections, though.

#### <mark style="color:blue;">Zoom users cannot see presence for users who only have Mitel desk phones</mark>

Your traditional Mitel desk phones don't share whether someone is available or on a call with Zoom. The integration works great for showing presence between Zoom Workplace app users, but those old-school desk phones operate in their own world and can't share their status with Zoom's system. It's on the roadmap to improve this, but for now you'll only see presence for people actually using the Zoom Workplace app.

#### <mark style="color:blue;">Currently, there are no AI features available with the Mitel PSI integration</mark>

Your calls go through Mitel's system, not Zoom's cloud where the AI lives, so Zoom's AI Companion can't access your conversations. That means no automatic voicemail transcription, call summaries, or other AI features you'd get with unintegrated Zoom Phone. The calls completely bypass Zoom's AI processing. Future updates might change this, but for now you'll need to use whatever AI tools your Mitel system offers.

#### <mark style="color:blue;">If something’s not working after setup, check your Phone Integration settings in Zoom</mark>

When calls aren't working, check the sync status on the Integrated Users tab in the Phone System Integration settings in the Admin Portal. Sync failures usually mean CloudLink isn't passing credentials properly — that's when you'll want to check your CloudLink logs to see what's wrong.

#### <mark style="color:blue;">You’re in charge of your device certificates</mark>

Since you're connecting to your own Mitel system (not Zoom's servers), you need to install your company's security certificates on every device that will use this integration. Think of certificates like digital keys — Zoom manages their own keys for an unintegrated Zoom Phone, but with this integration, you're using your own "keys" to connect to your own system. Your IT team needs to make sure every laptop, phone, and tablet has the right certificates installed or they won't be able to make secure connections to your Mitel system.

#### <mark style="color:blue;">Connecting is easy, whether on-site or on the corporate network</mark>

The system adapts how it connects depending on where you are. If you're working from home or a coffee shop, your mobile and desktop apps will connect through CloudLink and Mitel's Session Border Controller for security. But if you're in the office on your company network, your desktop can connect directly to the Mitel PBX for faster, more efficient calling. Mobile devices always use the secure external route for consistency and security, regardless of location.

#### <mark style="color:blue;">Only Account Owners or Admins can add the Mitel PSI App to Zoom</mark>

While the Mitel PSI app does not use Owner or Admin privileges after installation, it does require them for the initial setup. **Please note:** if the Owner or Admin who originally added the App leaves the account, the integration will stop working. To restore functionality, another Admin or the new Owner will need to reauthorize the App.


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