Configuring Telephony and PBX Integration

This section describes how to configure telephony and PBX integration by an account administrator:

  1. Configuring Telephony and Adding Mitel Assistant to Microsoft Teams

    The following additional configurations are required for the CloudLink-to-Teams Presence Integration and Mitel Assistant Call History features.

  2. Configuring a CloudLink Gateway Integration with the PBX

  3. MS Teams Integration with CloudLink

Configuring Telephony and Adding Mitel Assistant to Microsoft Teams

Following is a high-level overview of the portals that can be used by the administrators to add Mitel Assistant to MS Teams and set up its features.

Administrators can:
  • Use MS Teams admin portal to make Mitel Assistant available to users in their organization.
  • Use Azure AD portal to grant API permissions for the Mitel Assistant application.
  • Use CloudLink accounts console to add a gateway integration to their PBX (optional).
  • Use CloudLink accounts console to add MS Teams integration (optional).
  • Use CloudLink accounts console to enable CloudLink-to-Teams Presence Integration feature (optional).
  • Use CloudLink accounts console to enable Azure AD SSO (optional).
  • Use CloudLink accounts console to enable Azure AD Sync (optional).
  • Onboard end-users into the CloudLink platform (optional).

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 Team 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.
    • 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:

      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 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 your 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 a CloudLink Gateway Integration with the PBX

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 Account 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
Note: Currently, due to the CloudLink Gateway integration with MiVoice 5000, the maximum number of onboarded users in an account for MiVoice 5000 is 300. This limit might change in the future. The administrator must assign a CloudLink role (such as CTI) to users configured on MiVoice 5000 PBX (in web admin or PBX Manager app) because the MS Teams Presence synchronization and Mitel Assistant Call History will be available only for users who have a CloudLink role assigned. For more information about the Call History feature, see Mitel Assistant User Guide. For MiVoice 400, the maximum number of onboarded users in an account is 300. Mitel does not recommend connecting a MiVoice 400 PBX configured with more than 300 users.

MS Teams Integration with CloudLink

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

An administrator of a CloudLink account can integrate MS Teams with the account for the CloudLink-to-Teams Presence Integration feature. For more information about MS Teams integration with CloudLink, see Integrating Third-Party Applications with CloudLink Accounts.

Users can log in to CloudLink within the Mitel Assistant application to view call history and report issues. Users who already use CloudLink-based authentication in other applications can use the same credentials as for those applications to log in to CloudLink within Mitel Assistant. Other solutions which support CloudLink-based authentication include MiCollab, MiTeam Meetings, Mitel One, and Mitel MiVoice Office. CloudLink-based authentication is optional in the MiCollab solution.

If CloudLink-based authentication is not already being used in an existing solution, then as an account administrator, you can do either of the following:
  • Configure the Azure AD SSO and Azure AD Sync integrations in the CloudLink account.

    If the CloudLink account is configured with both the Azure AD Single Sign-On and the Azure AD Sync integrations, then users assigned to the SCIM application in Azure AD can use their enterprise credentials to log in to CloudLink within the Mitel Assistant. These integrations are recommended when integrating CloudLink with MS Teams.

  • Send a welcome email to the users.

    Users who receive this email can use the link/button in this email to activate their CloudLink account and set a password if SSO is not enabled for them. They can then use this password to log in to Mitel Assistant.

Note: Mitel recommends enabling Azure AD SSO and Azure AD sync (SCIM) for your customer accounts. Enabling Azure AD SSO is recommended so that users can use the same login credentials that they use for MS Teams to log in to Mitel Assistant. Enabling Azure AD sync is recommended for the alignment of user names between Mitel Assistant and MS Teams.
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