Mitel CX and Microsoft Teams: how they work together

Two ways to combine them

Agents answer in Teams. This is new in Mitel CX 3.0. Teams is the agent’s phone, and Mitel CX handles queues, IVR menus, distribution and call control. The contact centre does not need a PBX, because the Mitel CX media server takes on the PBX’s role. Mitel calls this the Connect model.

Agents keep the PBX and collaborate in Teams. Customer contacts are handled in the Mitel CX contact centre on top of the PBX, such as MX-ONE or OpenScape, and Teams is used for chat and meetings with colleagues. Recording and quality management stay in Mitel CX. Calls between the PBX and Teams can go via Direct Routing and an SBC (Session Border Controller).

How a call flows when the agent answers in Teams

• The customer calls the contact centre number, which is connected to the phone network through Teams.
• Teams sends the call to the SBC via Direct Routing.
• The SBC passes the call to the Mitel CX media server, which plays announcements and collects keypad input.
• Mitel CX runs the workflow and selects an available agent with the right skills.
• The media server calls the agent’s Teams number. The agent gets a notification and answers in Teams.
• Transfers, call parking and conferences are handled in Ignite, not with the buttons in Teams.

The components

Part	Role
Mitel CX server	Workflows, agent selection, text channels and reporting
Media server (OpenScape CMS)	Announcements, keypad input, transfers, call parking, conferences and recording
SBC	The boundary between Mitel CX and Teams, certified by Microsoft for Direct Routing
Microsoft Teams with Teams Phone	The agent’s phone and phone number
Mitel CloudLink	Retrieves Teams presence and handles sign-in with Microsoft
Ignite	The agent workspace, as an app in Teams or in the browser

Presence and sign-in

Mitel CX retrieves Teams presence through CloudLink, Mitel’s cloud service. For agents who work in Teams, their status in Mitel CX follows their Teams presence, and in Ignite agents can see their colleagues’ presence when transferring a call or starting a conference.

Ignite can be installed as an app in Teams. Sign-in can use Microsoft Entra ID, and Ignite must stay open for the whole shift.

What to check first

In the Microsoft environment:

• Teams is already connected to the phone network with Teams Phone via Direct Routing.
• Each agent has Teams Phone and their own number via Direct Routing.
• The SBC’s domain name, certificate and firewall rules meet Microsoft’s requirements.
• There is a voice route and a policy for the contact centre numbers.
• There is an app registration in Entra ID for signing in to Ignite.

In the Mitel environment:

• Mitel CX 3.0 or later, licensed for the Teams integration.
• An SBC running a version approved by both Microsoft and Mitel.
• A CloudLink account linked to Mitel CX.
• Each agent is set up with their Teams number and the same username as in Teams.
• Agents are trained: answer in Teams, control the call in Ignite.

Good to know

• Mitel’s guidance describes OpenScape SBC. If you want to use another SBC, such as AudioCodes, we check with Mitel first.
• In version 3.0, the Ignite app in Teams does not receive chat and email notifications when it is not active. Mitel suggests running the web version of Ignite alongside it. We check the situation in the current version.
• Emergency calling is tested separately, because Mitel CX and Teams each have their own settings for it.

Last updated 14 October 2026.