Configuring the Zoom-Mitel PSI integration
The Zoom-Mitel integration enables customers to leverage the benefits of Zoom Workplace while connecting from within the Zoom Workplace app to a Mitel calling platform for telephony features. This integration is ideal for customers who are currently utilizing Zoom or want to add more Zoom features and have a supported Mitel system in their environment.
This integration allows the Zoom Phone tab to become a SIP softphone that registers to the Mitel calling platform, utilizing the Mitel OpenScape SBC, if accessing over the internet. It will also leverage Mitel's CloudLink for simplified login and Zoom user management to the Mitel calling platform. Customers must have all these, and other Mitel components in their environment to support this integration.
For this integration, the following high-level integration steps must be completed:
- Add users to Zoom (if not already added)
- Assign Zoom license to users
- Install the Mitel app from the Zoom Marketplace
- Add users to Zoom PSI
Notes:
- The PSI integration for the Mitel feature must be enabled by Zoom.
- Mitel setup and detailed requirements will not be covered in this documentation. Please reach out to your Mitel representative or Mitel partner for additional information if needed.
Requirements for configuring the Zoom-Mitel PSI integration
Zoom
- Account owner or admin role for managing users, Phone System Integration (PSI), and Zoom Phone
- Supported license per user that includes:
- Zoom Workplace Business/Business+
- Zoom Workplace Essentials/Enterprise/Enterprise+/Enterprise Premier
- Legacy Meeting licenses ENH/EAH
- Zoom Phone initial setup completed
- Automatic Phone Assignment for Zoom Workplace Licenses disabled
- Zoom Phone External Contacts setup for any non-Zoom, Mitel users
- Zoom Workplace app version 6.3.6 or higher
Mitel
- Supported PBXs:
- OpenScape Voice (OSV)
- OpenScape 4k (OS4k)
- Mitel CloudLink
- Mitel Administration app
- OpenScape 4000 Platform (for OS4K)
- OpenScape Common Management Platform (for OSV)
- OpenScape SBC Management Portal (OSV and OS4K)
- OpenScape SBC for external registration (OSV and OS4K)
Notes:
- 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. Please contact Mitel or your Mitel partner if you need additional information.
How to configure Zoom user management
First, you must add users to your Zoom account and assign licenses to them before setting up users for the Zoom-Mitel integration.
- Complete the initial Zoom Phone setup.
Note: The main company number is not needed and should not be filled out. A test extension and emergency address will need to be added but will not be used for Mitel users. These steps are to enable access to Zoom Phone menus. - Disable the Automatic Phone Assignment for Zoom Workplace Licenses setting.
- Add users to Zoom (manual, SSO, AD Sync, and so on).
- Assign licenses to users.
How to install the Mitel app from Zoom App Marketplace
- Sign in to Zoom App Marketplace as an account owner or admin.
- At the top of the page, use the search box to find the Mitel Connector app and select it.
- Click Create Connector.
- Click Connect to confirm you want to connect the third-party Mitel Connector to your Zoom account.
A browser window will open, requesting you to sign in to Mitel CloudLink. - Sign in to Mitel CloudLink.
Once you are signed in, the communication between Zoom and Mitel's CloudLink will be complete.
How to configure Phone System Integration settings
- Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
- In the navigation menu, click Account Management then Phone System Integration.
- Click the Settings tab.
- To integrate calling on the Zoom mobile app, click the Allow use the integrated phone system to phone call on Zoom mobile client toggle to enable or disable it.
- If a verification dialog appears, click Enable or Disable to verify the change.
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-prem system to place a call via the Zoom mobile app.
How to add Zoom users to the Mitel integration
Admins can choose to either add users manually or bulk import users via CSV.
Add Zoom users to the Mitel integration
Manually add Zoom users
Note: You can add a maximum of 50 users at a time.
- After configuring Phone System Integration settings, in the navigation menu, click Account Management then Phone System Integration.
- Click the Integrated users tab.
- Click Add users.
- Select the checkboxes of the users that you want.
- Click Add.
The users will be added to the Integrated users tab.
Import Zoom users
To add users, ensure that the email address matches the email address that was used while creating the Zoom and Mitel CloudLink user, and ensure that the user has the correct Zoom license.
Note: The maximum number of users is 10,000.
- After configuring Phone System Integration settings, in the navigation menu, click Account Management then Phone System Integration.
- Click the Integrated users tab.
- In the top-right corner, click Import from CSV.
A pop-up window will appear. - In the window, click Download CSV to download and edit the CSV template.
- Upload the CSV file.
Export users to a CSV file
- Add Zoom users to the Mitel integration.
- At the top of the page, click the Integrated users tab.
- At the top of the page, click Export to CSV file.
The list of users and their information will be exported to a CSV file.
How to verify the Zoom-Mitel integration in the Zoom Workplace app
- Sign in to the Zoom Workplace app.
- Click the Phone tab
. - Ensure that you can see the Caller ID (extension from Mitel), and that there are no error messages.
How to configure Mitel user management
Use the references below for additional information on managing users within your Mitel calling platform:
Note: Please contact Mitel or your Mitel partner if you need additional information.
Security considerations for the Zoom-Mitel integration
Review the security considerations for the Zoom-Mitel integration:
- Certificate management: The root certificates used for your Mitel deployment will need to be added to the local trust store on the machines running the Zoom Workplace app. This will ensure trust can be established between your Zoom Workplace app and Mitel calling platform.
- TLS and SRTP are required for the communication between the Zoom Workplace app, Mitel calling platform, and CloudLink.
How to manage external contacts (non-Zoom contacts)
Note: BYOC/BYOP is needed to allow extensions for external contacts. Contact Zoom Support to have BYOC/BYOP features enabled. After contacting Zoom Support, please allow up to 3 business days for the feature to be enabled.
Account owners and admins can create a shared directory of external contacts. The shared directory is accessible by Zoom Phone users using the Zoom Workplace desktop or mobile app. External contacts are displayed in the contact group Imported Contacts under the All Contacts section in the Contacts tab. Imported contacts are searchable and callable by Phone, Team Chat, and Contacts in the Zoom Workplace app.
Status of Mitel PSI users
| 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. |