Which Mitel products are supported?

MiVoice Business (MiVB), MiVoice Connect (formerly ShoreTel Connect on-prem), and MiCloud Connect. Older Mitel installations (3300, ShoreTel non-Connect) typically work via the same SBC + SIP trunk pattern.

For on-prem Mitel exposure, yes — an SBC is the right way to mediate external SIP. MiCloud handles this for you.

Can I keep my Mitel licensing?

Yes. Open is a SIP destination, not a Mitel station — license counts are unaffected.

Can the AI escalate to my Mitel ACD groups?

Yes. SIP REFER returns the call via the SBC into a hunt group / ACD path with the transcript attached.

Will the AI know who is calling?

Yes — Open uses the SIP From header for caller-context lookups in your CRM.

What does this cost on top of Mitel?

Mitel licensing is unchanged. Open charges per resolved conversation.

Is the SIP signaling secure?

TLS and SRTP are both supported and typically required by SBCs in front of Mitel.

How long does setup actually take?

Inbound is typically 30–60 minutes — Mitel environments require careful change-control.

Legacy / Enterprise

Open for Mitel

Pair Open with Mitel MiVoice Business, MiVoice Connect, or MiCloud Connect via SBC + SIP and the AI picks up — your Mitel environment stays unchanged.

Try now

Setup time: 30–60 minutes
Auth: SBC pairing (TLS + IP allowlist)
Directions: Inbound · Outbound · Call transfer
Pricing: Included with Open

01 — Overview

Can I add an AI phone agent to my Mitel phone system?

Yes. Mitel MiVoice Business, MiVoice Connect (formerly ShoreTel), and MiCloud Connect all support SIP trunking. Open joins as a SIP destination behind your SBC; a hunt group, ACD path, or call-routing rule sends opted-in calls to the AI.

Mitel remains your phone system. Users, stations, ACD groups, hunt groups, and the Mitel admin tools all stay where they are. Open joins as a SIP destination behind your SBC — the SBC keeps Mitel's SIP signaling cleanly separated from the outside world, and Open lives on the trusted side of it.

For MiVoice Business (MiVB), the typical path is a SIP trunk on the MiVB SIP gateway, with the SBC mediating external signaling. You define Open as a SIP peer / trunk and add a class-of-service or hunt group rule that routes opted-in calls to it.

For MiVoice Connect (formerly ShoreTel Connect on-prem), the pattern is similar — SIP trunks under Director are configured to reach the SBC, which forwards to Open. You add a workgroup or hunt group that routes to the new SIP trunk for the AI-handled branches.

For MiCloud Connect (Mitel's hosted offering, which became RingCentral-based for many regions), see the RingCentral provider page for the GUI specifics.

What the AI does on the call: it listens, reasons over your knowledge base and connected tools (Salesforce, ServiceNow, Zendesk, etc.), and acts. When the AI needs a human, it warm-transfers back via SIP REFER, returning the call to a Mitel hunt group, ACD group, or workgroup with the live transcript and detected intent attached.

Billing stays predictable. Mitel licensing and your existing carrier minutes are unchanged. Open charges per resolved conversation, with no markup on Mitel minutes and no extra Mitel licenses needed for an AI front-line.

What stays the same on Mitel

Mitel stations and ACD groups
Existing seats, ACD paths, and hunt groups don't change.
Mitel admin tools
You manage MiVB / MiVC / MiCloud the same way.
SBC investment
Your existing SBC keeps doing what it does today, with one extra SIP peer.
Reporting
Mitel reporting continues for legs Mitel answered.

What's new with Open

A SIP peer behind the SBC
Open's SIP URI is added as a SIP peer / trunk in your Mitel configuration.
Hunt group / ACD change
On opted-in branches, the routing rule hands the call to the Open SIP peer.
AI handles the conversation
The AI greets, listens, calls your tools, and replies in natural speech.
Pricing model
Open per resolved conversation. Mitel licensing and carrier minutes stay where they are.

02 — Why this works

The native Mitel experience

Honest about which Mitel you have
MiVB, MiVoice Connect, and MiCloud are different — we treat each integration distinctly.
Behind-the-SBC integration
Open joins on the trusted side of your existing SBC — no extra edge exposure.
Per-hunt-group opt-in
Pick exactly which hunt groups, ACD paths, or workgroups route to AI.
Warm transfer back to Mitel groups
AI escalations come back via SIP REFER to a hunt group / ACD with the transcript attached.

03 — Setup guide

Wire up Mitel in 30–60 minutes

Two trunks — one inbound, one outbound. Both configurable from Settings → SIP in the Open dashboard.

1
Identify your Mitel product
MiVoice Business, MiVoice Connect, or MiCloud Connect — the next steps differ.
2
Open Settings → SIP
Open the inbound trunk configuration.
3
Pick a SIP region
Choose Global, US, EU, or APAC.
4
Copy the SIP credentials
Grab the SIP endpoint, username, and password.
5
Add a SIP peer / trunk
Configure Open as a SIP peer/trunk in your Mitel admin and route the SBC to it. For MiCloud, see the RingCentral provider page.
6
Wire a hunt group / ACD path
On the branch you opt-in, the routing rule hands the call to the new SIP peer.
7
Add the matching numbers to Open
Under Phone Number (DID), add the Mitel DIDs that fronted the hunt group/ACD path.
8
Assign numbers to an AI agent
Channels → Phone → Agents → assign DIDs.
9
Place a test call
Dial a Mitel number, take the AI branch, and confirm Open answers.

04 — Configuration

Settings → SIP, at a glance

A real inbound trunk for Mitel looks something like this. Yours are generated when you open Settings → SIP.

SIP peer · Mitel

Sample

Mitel product: MiVB / MiVC / MiCloud
SIP peer host: sip.us.opencx.comvia SBC
Transport: TLSrequired for SBC
Auth: TLS + IP allowlist
Routing: Hunt group → Open peer

05 — Security

Encrypted, audited, refundable

SIP over TLS for signaling, SRTP for media. Every call is logged with full reasoning traces. SOC 2 Type II, GDPR-aligned, HIPAA- and PCI-ready. Backed by the Open $2M Refund Guarantee.

06 — FAQ