Solutions · Integrations and APIs
Telephony that works with your business systems
With computer telephony integration (CTI), we connect your PBX, Teams and contact centre to CRM, case management, calendars and sign-in, so that the right information is on screen when the call comes in.
What we do
Less searching, less double entry
When telephony and business systems talk to each other, staff don’t have to search. The number is looked up and the right customer or case opens when the call comes in, the call is logged automatically, and the switchboard operator can see in the attendant console whether a colleague is in a Teams meeting.
We use the platforms’ ready-made connectors where they exist, and APIs where they don’t. Mitel has ready-made connectors for Dynamics 365 and Salesforce, and Enghouse Trio has one for Dynamics 365. Trio, Mitel CX and Artvise can show presence from Teams.
What’s included
- Mapping of workflows and of how the customer is identified
- Screen pop and click-to-call
- Call logging in CRM and case management systems
- Single sign-on with Microsoft Entra ID
- Calendar and Teams presence in the attendant console and contact centre
- Lifecycle management and testing during upgrades
Benefits
What you get
The right information straight away
The customer record or case opens when the call comes in, so whoever answers doesn’t have to search.
Less duplicated work
Calls, chats and emails are logged and become cases automatically.
The right person answers
The call is routed to the right group or to the previous case handler, based on the data in the CRM.
Secure from the start
Least privilege, encryption and data processing agreements are part of the planning.
Common integrations
What can be connected
| System | What the integration does |
|---|---|
| CRM, for example Dynamics 365 and Salesforce | Customer record on incoming calls, click-to-call, call log and routing to the most recent case handler |
| Case management system | Calls, chats and emails become cases, and the status goes back to the contact centre |
| Entra ID and single sign-on | One sign-in for staff and switchboard operators, central access control and multi-factor authentication |
| Calendar and presence | Diversion status from the calendar, and Teams status in the attendant console and contact centre |
| Directory, for example Active Directory (AD) and HR systems | Phone book and skills synced automatically |
| Business systems | Database lookups already in the voice menu, so that the call is routed correctly |
| Electronic ID and digital mail | The right person is identified, and the reply goes to their digital mailbox |
| Workflows | No-code workflows between telephony and other systems, with Mitel Workflow Studio |
Records management, patient record and property management systems are usually connected through APIs and customisation. We go through what is available as standard and what needs to be built.
How it works
An integration project in six steps
| Step | What it covers |
|---|---|
| 1. Needs and workflows | Which events should trigger what, such as incoming, missed or completed calls; which data identifies the customer, for example phone number or customer number; and which roles are affected |
| 2. Technical inventory | Ready-made connector or customisation, type of API, authentication, network and firewall, test and production environments |
| 3. Data protection | Which personal data flows, least privilege, retention periods, logging and data processing agreements |
| 4. Build and test | In a test environment, with user testing on real workflows and testing at peak load |
| 5. Go-live | Step by step, group by group, with training |
| 6. Lifecycle management | Someone owns the integration, tests it whenever one of the systems is upgraded and monitors it |
Products
Products we work with
Product
Mitel CX
Contact centre for voice and digital channels, with AI, on top of Mitel PBXs such as MX-ONE and OpenScape.
Product
Mitel Workflow Studio
Automated workflows for communication and cases, built without programming.
Product
Enghouse Trio
Attendant console, presence and diversion status for switchboard operators and agents.
Common questions
Frequently asked questions about integrations
What is a screen pop?
When the call comes in, the number is looked up and the right customer or case opens automatically, so whoever answers doesn’t have to search.
Can we connect our telephony to Dynamics 365 or Salesforce?
Yes. Mitel has ready-made connectors for both Dynamics and Salesforce, and Enghouse Trio has one for Dynamics. Other systems are connected via API. We have a separate page on the voice channel in Dynamics 365 Contact Center.
Can staff sign in with their Microsoft account?
Yes, where the system supports single sign-on with Entra ID, for example Mitel CX and Enghouse Trio.
Can the switchboard operator see Teams status?
Yes. Teams presence can be retrieved through Microsoft Graph, and Trio, Mitel CX and Artvise can display it.
Can a call become a case automatically?
Yes, either built in, as in Artvise, or via an API that creates the case in your case management system.
How is personal data handled?
When a supplier processes personal data on your behalf, a data processing agreement is required. We plan the integration with least privilege, encryption and logging. In the public sector, chats, emails and logs may also become official documents under Sweden’s principle of public access, which affects how they are stored.
Who is responsible for the integration after go-live?
That is decided in the contract before go-live. The integration needs to be tested at every major upgrade of any of the systems, and someone has to own it.
Further reading
Solution
Telephony for Dynamics 365
The voice channel in Dynamics 365 Contact Center, with Direct Routing and an SBC from AudioCodes.
Guide
Automate with Mitel Workflow Studio
Concrete example workflows, and how to start with a limited pilot.
Guide
Mitel CX and Microsoft Teams: how they work together
How the contact centre and Teams fit together, and what needs to be checked.
Solution
Contact centre
Phone, chat, email and social media in one place with Mitel CX, on your own servers or in the cloud.
Solution
AI and automation
AI assistance and automated workflows in customer service with Mitel CX and Mitel Workflow Studio.
Solution
Switchboard and attendant console
Attendant console and diversion status solutions with Enghouse Trio, so that the right call reaches the right person.
Let’s talk about your communications
Tell us where you stand today with your PBX, Teams or contact centre, and we will come back to you with a proposal. It costs nothing to ask.