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.

Zoom and Mitel PSI Features

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 Team Chat to a PSI call

High-Level Requirements

The following sections outline high level requirements for this integration.

Zoom Specifics

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 turned off for Zoom Workplace licenses

• Zoom Workplace app version 6.3.6 or higher

Mitel Specifics

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

PBX Hardware Compatibility:

• OpenScape Voice (OSV)

• OpenScape 4k (OS4k)

• Mitel CloudLink

• MiVoice Business (MiVB)

• MiVoice 5000 (MiV5k) - Expected Q3 2025

• MiVoice MX-One - Expected Q4 2025

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.

• 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

The following diagrams show a high-level view of the integration between Zoom and Mitel:

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.

Configure the Integration

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

Complete the Initial Zoom Phone Setup

If you are a new customer and haven't configured Zoom Phone yet, follow our support document on Getting Started with Zoom Phone. Otherwise, continue with the next step.

Disable the Automatic Phone License Assignment for Zoom Workplace

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

1. Sign in to the Zoom web portal 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.

Add Users to Zoom

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. If you invite an existing user to join your Zoom account, learn more about the process of adding existing users to a paid account, such as handling any remaining balances and data that will be transferred to your account.

Assign Licenses to Users

You can assign Zoom product licenses individually or in bulk. More information is available on how to Assign Zoom Licenses in the linked article.

Install the Mitel App from Zoom App Marketplace

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

1. Sign in to the Zoom web portal 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.

Configure Phone Integration Settings

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 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.

Add Zoom Users to the Mitel PSI

You can choose to add users manually or in bulk via CSV. See the steps for adding Zoom users to the Mitel integration in our linked support article.

Verify the Zoom-Mitel Integration in the Zoom Workplace App

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:

Configure Mitel User Management

Use the references in our Zoom-Mitel PSI Configuration guide for some information to get you started. Contact Mitel or your Mitel partner for questions or additional information.

Security Considerations

Our Zoom-Mitel PSI Configuration guide has some security considerations for your organization. Contact Mitel or your Mitel partner for questions or additional information.

Manage External Contacts (non-Zoom Contacts)

Account owners and admins can create a shared directory of external contacts. There is more information in our Zoom-Mitel PSI Configuration guide. Contact Mitel or your Mitel partner for questions or additional information.

Frequently Asked Questions

License or software updates may be required, depending on your Mitel system configuration

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.

Mitel CloudLink is required for this integration to work

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.

Yes, this integration works alongside Zoom Phone deployments

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.

You can use both a Mitel desk phone and the Zoom Workplace app

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.

Zoom connects to Mitel via CloudLink

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.

You can’t send SMS messages through this integration

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.

The Network Connectivity Tool will not work with Mitel phones

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.

Zoom users cannot see presence for users who only have Mitel desk phones

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.

Currently, there are no AI features available with the Mitel PSI integration

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.

If something’s not working after setup, check your Phone Integration settings in Zoom

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.

You’re in charge of your device certificates

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.

Connecting is easy, whether on-site or on the corporate network

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.

Only Account Owners or Admins can add the Mitel PSI App to Zoom

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.