Mitel Teleworking Capabilities

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As businesses and government entities across the globe advise workers to work from home some customers are quickly looking to add teleworking to their Mitel system. To help support customers with what they need, we’ve outlined some options for you.

Please note the prices reflected in this document are USD MSRP. For special pricing and additional support with current promotional offerings, please reach out to your Account Representative or [email protected].

MiVoice Business:

All teleworking deployments require a Mitel Border Gateway (MBG). The MBG requires a public IP address and is deployed either in the DMZ or in parallel with the firewall. MBG runs on Mitel Standard Linux (MSL) for the OS, which is provided as part of the software download. MBG can be deployed either as a virtual machine (.ova) or directly onto an industry-standard server.

If there is no MBG server in place, a new one will need to be deployed.

54005339 – MiVoice Border Gateway Virtual – $250
54004571 – MiVoice Border Gateway for Industry Standard Server – $250
54005441 – MiCollab Base Software – $995
54005442 – MiCollab Base Software Virtual – $995

Once the MBG is in place, Teleworker licenses must be assigned, one per remote IP telephone or softphone. Teleworker licenses may be acquired in multiple ways:

A-la-carte Teleworker Licensing, (may be added to any user type)

54004572 – MBG Teleworker Service Users x1 – $150
54004573 – MBG Teleworker Service Users x10 – $1,100
54004575 – MBG Teleworker Service Users x50 – $4,750

For customers with existing MiCollab/UCC deployments, UCCv4 Basic (aka Enterprise User) and UCCv4 Entry users can be uplifted to UCCv4 Standard users, which include one (1) softphone, one (1) mobile client, and one (1) Teleworker license.

UCCv4 Basic to Standard 52002959 $165
UCCv4 Entry to Standard 54006548 $110

For customers with existing MiCollab/UCC deployments, additional UCC v4 Standard users may be added as follows:

UCC v4 STND User for MiVoice Bus x1 54006542 $325
UCC v4 STND User for MiVoice Bus x50 54006543 $13,800

MiTeam Meetings Uplift (Note: MiCollab 9.1 is required)

UCC MiTeam Meetings 54010536 Free of Charge for 6 months
UCC MiTeam Meetings 54010537 $120 annual

Remote Contact Center Staff

MiContact Center Business (MICC-B)

As of version 8.0, MiCC-B has included bundled licensing for three (3) Teleworkers and three (3) MiCollab Desktop Clients with Softphone per Contact Center or Workgroup Agent. The MiCC AMC Bundles must be applied to the MiCollab/ULM Application Record within the Mitel AMC in order for these entitlements to be available. Any new Agents will include these licenses. For pre-8.0 versions or with questions regarding upgrades, please contact Your Account Representative or [email protected]

Depending on the customer’s IT policies, employees running the MiCC Business Ignite, Contact Center Client, Flexible Reporting, Workforce Scheduling, YourSite Explorer and Employee Portal clients will either have to log in to their VPN before launching the client in order to gain access to the MiCC Business application server or use the MBG connector that will proxy the client through the external MBG (if they have an MBG).

For inbound/outbound phone calls, Agents and Supervisors will need to be set up as Teleworkers off the MBG as described above and either use their IP deskphone or MiCollab softphone. With MiVoice Business’ External Hotdesking Agent capability, agents can use any endpoint (SIP, analog, digital, mobile, etc.) and perform core contact center telephony functions using DTMF digit presses with reduced reporting.

MiVoice Call Recording:

MiVoice Business customers with MiVoice Call Recording can record the teleworkers as long as the MBGs are clustered. Screen recording is not supported for teleworkers.

MiVoice Office:

You can allow telework access to a MiVoice Office by opening ports on the customer firewall

Option #1 – Take existing Mitel 53xx phones home

No additional licensing required;
Requires a dedicated external IP address for each MiVoice Office 250 (CS/HX);
Requires that NAT be enabled on the customer’s router/firewall to forward incoming traffic on external IP address to internal IP address of MiVO250;
Requires either POE switch port or POE adapter at user’s home;
Requires that the IP address for the MiVO250 which is programmed on each IP phones be changed from the private IP address to the public IP address

Note 69xx phones are not supported using this method

Option #2 – Deploy Mitel Border Gateway – Secure Access

Does the customer have a Mitel MBG? This can be on a physical or virtual server and would be located in the customers DMZ so it is accessible from the Internet. 54005339 is a Virtual Mitel Border Gateway and 54005441 is software to load a Mitel Border Gateway on a server.

54005339 – MiVoice Border Gateway Virtual – $250
54004571 – MiVoice Border Gateway for Industry Standard Server – $250

MiVoice Office licenses do not include teleworker so you will need to add the teleworker license 54004572 per user. This enables the user to register and gain access via the Mitel Border Gateway. You will need to add time for your techs to program this access. This is the same part just bundled based on quantity.

54004572 – MBG Teleworker Service Users x1 – $150
54004573 – MBG Teleworker Service Users x10 – $1,100
54004575 – MBG Teleworker Service Users x50 – $4,750

MiVoice Connect:

A Mitel Edge Gateway (EGW) is required in order to provide teleworker functionality to users. The EGW license can be obtained at no charge.

Additionally, teleworkers must have the Remote Phone license from either a Standard or Advanced license bundle assigned to them in Connect Director.

The EGW operates in a virtualized environment (VMware or MS Hyper-V).

The Mitel IP400 series are the only phone models currently supported on the EGW.

Only 1 EGW is supported per HQ system. Maximum EGW concurrent capacities are as follows:

2,000 IP400 series deskphone connections (RAST)
800 Connect client/softphone connections
200 concurrent combined IP400 and softphone calls

For urgent deployments:

The EGW software can be obtained from the Software Download Center in MiAccess.
Standard and Advanced User Licenses are not immediately required. The MiVoice Connect system provides a 45-day grace period to allow Teleworker capabilities until a permanent license can be procured.
The system will display the following alarm until Standard or Advanced licenses are applied to the users: “Due to license violation, access to Director will be locked in 45 days. Take proper action before the grace period has expired. Note: there are additional charges if you need to recover from a locked Director.”

For larger deployments exceeding the capacity of the EGW as listed above, a 3rd party VPN solution of your choice can be leveraged to allow up to 5,000 Connect Softphone users to connect remotely:

This type of deployment requires sufficient HQ, DVS server and switch capacity (virtual switches are strongly recommended)
Each HQ server can support up to 250 softphone users
Each Windows DVS can support up to 250 softphone users
Each Linux DVS can support up to 400 softphone users
Note: If softphones are used with resource intensive features (such as Workgroups, Hunt Groups, Route Points, Simultaneous Ring, and BCA/SCAs), the maximum number of supported softphone users per Headquarters server, Linux DVS, and Windows DVS is reduced by 30 percent.

For adding audio and web conferencing capability to the system, either a virtual Service Appliance or the Service Appliance 100 device is required. Note there is no charge and nothing to order for setting up a virtual Service Appliance. Both virtual and physical appliances require the same web conferencing and/or audio-conferencing licenses, sold in packs of 10 participants (ports) each.

Licensing information:

30144 – License, Virtual Edge Gateway Server – $0
30151 – License Bundle, Telephony Onsite Upgrade to Standard – $140
30153 – License Bundle, Essentials Onsite Upgrade to Standard – $100
30091 – 10 Concurrent Audio Conferencing Ports – $1,750
30093 – 10 Concurrent Web Conferencing Ports – $1,750

Remote Contact Center Staff:

MiContact Center Business SIP for MiVoice Connect

MiContact Center Business agents and supervisors are supported in conjunction with the MiVoice Connect Edge Gateway. As long as the agent/supervisor is using the MiVoice Connect desktop client or a desk phone, no other licenses are required.

Depending on the customer’s IT policies, employees running the MiCC Business Contact Center Client, Flexible Reporting, YourSite Explorer and Employee Portal interfaces will either have to log in to their VPN before launching the interface in order to gain access to the MiCC Business server or use the Edge Gateway connector that will proxy the client through the external Edge Gateway (if they have an EGW).

MiVoice Connect Contact Center (formerly ECC):
- MiVoice Connect Contact Center agents and supervisors are supported in conjunction with the MiVoice Connect Edge Gateway. No additional licensing is required.
MiVoice Call Recording:
- MiVoice Call Recording can record the teleworkers as long as the MBGs are clustered. Screen recording is not supported for teleworkers.

MiVoice Mx-One:

If the is no MBG server in place, a new one will need to be deployed.

54005339 – MiVoice Border Gateway Virtual – $250
54004571 – MiVoice Border Gateway for Industry Standard Server – $250
54005441 – MiCollab Base Software – $995

Once the MBG is in place, Teleworker licenses must be assigned, one per remote IP telephone or softphone. Teleworker licenses may be acquired in multiple ways

A-la-carte Teleworker Licensing, (may be added to any user type)
54004572 – MBG Teleworker Service Users x1 – $150
54004573 – MBG Teleworker Service Users x10 – $1,100
54004575 – MBG Teleworker Service Users x50 – $4,750
NB Mx-One User license (86L00123AAA-A) is required for addition Teleworker Users

For customers with existing MiCollab/UCC deployments, Additional Users are added as “uplifted Basic to UCCv4 Standard” users, which include one (1) softphone, one (1) mobile client, and one (1) Teleworker license.

UCCv4 Basic to Standard 52002959 $165
NB Mx-One User license (86L00123AAA-A) is required for all MiCollab/UCC User

MiTeam Meetings Uplift (Note: MiCollab 9.1 is required)

UCC MiTeam Meetings 54010536 Free of Charge for 6 months
UCC MiTeam Meetings 54010537 $120 annual

MiCloud Flex:

Your users may or may not be setup as teleworkers. You should contact your Account Representative or [email protected] to check.All licenses on Flex include Teleworker however it may not be programmed depending on how your setup.

MiCloud Connect:

MiCloud Connect is designed to enable teleworking for all users. If you have questions, contact your customer success manager.

Soft Phone – available in Connect Client for Desktop or Web Version via Connect for Google Chrome
Mobility – Teamwork and Connect Mobile for Android and iOS.
IP phones – Easily configured to work remotely and the WLAN connector allows phones to use in home WiFi no need for a network jack near the phone.
Web Based Contact Center Agents – Both CX and CC can support remote / work from home agents
Collaboration – Teamwork enables users to work remotely by providing a virtual “workspace” where members can send SMS messages, share files, assign tasks, hold impromptu conferences and exchange personal and group messages.

** Optional Power: Remember that phones require power and most home users do not have POE.

POE adapter that would be needed per phone unless the user has a POE switch.
51015131 requires the 51005172. Supports both 53xx and 69xx series IP Phones.
51015131 – 48vdC ETHNT PWR ADPT 100-240V 802.3AF – $40
51005172 – PWR CRD C7 2.5A 125V-NA PLUG NON POLRIZD – $12
Supports both 53xx and 69xx series IP Phones no cord is required.
50006822 – AC Adaptor L6 48V NA – $25
WLAN adapter. This allows you to power the phone and connect to your home WIFI network if there is no network cabling in the room you will use.
51304977 – WLAN Adapter (NA) – $170

14.2 Customers:

Customer deploys their own software VPN solution

If they don’t have softphone licenses they can use SKU 30150 to upgrade from telephone to Essentials. This applies to all releases of MiVoice Connect, 14.2 and below that support softphones

Please note: the softphone uses media streams on the servers and the HQ server can only support 250 softphones. You can add a DVS server/s and move the users over the 250 limit to that DSV server. Windows DVS supports 250 softphone users, Linux DVS support 400 softphone users. The system supports up to 20 DVS servers)

Customer deploys their own VPN hardware solution using IPSEC

This requires a router at both ends. But home users can use a physical phone or softphone.
If they don’t have softphone licenses, they can use SKU 30150 upgrade from telephone to Essentials