Voice and video
Mitel MiVoice Business
A phone system you own, hosted by us or installed on your site, with the call routing, presence and resilience a busy team needs, supported by Mitel engineers who work for Odyssey.
Who it is for
Organisations in Teesside and the North East that want a phone system they own rather than rent, that run many sites or a customer team with complex call handling, or that already have a Mitel system and want it supported by people who know it rather than a helpline. Ports, retailers with dozens of stores, quarries, contractors and food wholesalers are among the clients running it today.
What you get
Mitel MiVoice Business designed around your call flows, hosted on our infrastructure or installed on your site, with MiCollab softphones so calls follow people home, presence so a caller is never bounced, and MiContact Center where a team needs queues and reporting. Installed, maintained and changed by Odyssey's in-house engineers, and replaced, when the time comes, by the same company: several clients have run Mitel with us for twenty years or more.
The problem
You want a phone system you control, with the call routing and features a busy team needs, supported by people who know it rather than a helpline.
Hosted voice suits most businesses, and we sell it. But some organisations want to own their system, keep control of where it runs and how it fails over, and avoid a per-user charge that rises with every hire. Others have call handling that a basic hosted platform does not do well: automatic call distribution across departments, presence that shows who is free before a call is transferred, one number that rings up to eight devices, a contact centre with queues and reporting, encrypted recording for a regulated business.
Mitel MiVoice Business is the platform we install for those organisations, and we have installed it for a long time. The systems it replaces are often ours too: MGL Group's last Odyssey phone system served it for over twenty years before it chose a hosted Mitel system across every location, migrated with zero downtime and not a single lost call. Charles Clinkard's refresh covered more than 165 handsets across 26 stores, concessions and head office with no unplanned downtime. PD Ports replaced several telephony suppliers with one MiVoice Business system across its sites, on the connectivity and routers it already had.
How long a system lasts depends mostly on who looks after it. Every Mitel installation, change and fault is handled by Odyssey engineers who are employed by us, never subcontracted, and who answer the phone within three rings.
What Odyssey provides
- Mitel MiVoice Business designed, supplied, installed and configured around your call flows
- Hosted on Odyssey infrastructure with failover, or installed on your site, whichever suits how you want to run it
- Call routing, automatic call distribution, presence and instant messaging on one platform
- MiCollab softphones and twinning, so the same number rings a desk phone, a laptop and a mobile
- Mitel desk phones, cordless handsets for warehouses and yards, and conference phones, supplied and set up
- MiContact Center for queues, multi-channel handling and reporting, and encrypted call recording where you need it
- Maintenance, updates, changes and faults handled by Odyssey's in-house Mitel engineers
What is included
| Included | Detail |
|---|---|
| Design | The system sized and configured around your sites, departments and call flows, with the handset mix agreed per role |
| Deployment | Hosted on our infrastructure with failover, or hardware installed on your site, by our engineers |
| Installation | Handsets, cabling where needed, and softphones rolled out site by site, with each location briefed in advance |
| Number porting | Existing numbers moved across so customers keep calling the numbers they know |
| Integration | Calendars, business applications and your CRM connected where the system supports it |
| Training | Staff shown the handsets and softphones on site, matched to how each team answers the phone |
| Maintenance | Software updates, configuration changes, moves and additions, and fault handling by our Mitel engineers |
Not included, or sold separately
- Call charges and lines
- SIP trunks or hosted calling that connect the system to the phone network, and the calls themselves, are charged separately through telephone lines and numbers
- The connection
- A Mitel system needs a connection with capacity to spare, especially across sites; business broadband, a leased line or a private WAN are separate services
- Cabling inside the building
- New extensions or re-cabling, as at Dunhouse Quarry, is networking and cabling, done by the same engineers
- Call recording and reporting
- Encrypted recording and management reports are added through the call reporting and recording service
- Contact centre licences
- MiContact Center agent licences and CRM integration work are priced per project through the contact centre and CTI service
- Microsoft Teams calling
- A business that wants calls inside Teams uses Direct Routing instead, and Teams Connect lets Teams users and Mitel extensions call each other
How it is delivered
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Survey the sites and the call flows
Every site, department and number, how calls arrive and who should answer them, which roles need a desk phone, a cordless handset or a softphone, and whether the system is hosted or on site.
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Design and price
The system designed around the survey, the handset mix and any contact centre or recording agreed, and the whole project priced as a fixed sum before anything is ordered. A multi-site system has a project manager.
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Build and test
The system built and configured, hosted or on your site, and tested against your call flows before any location moves onto it. Your existing system keeps working throughout.
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Roll out site by site
Each location briefed in advance, engineers on site for the changeover, numbers ported on the agreed date and staff trained on the day. Charles Clinkard's 26 stores were phased this way with no unplanned downtime.
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Maintain for the long term
Updates, changes and faults handled by our Mitel engineers, answered within three rings. When the system eventually needs replacing, you are talking to the company that installed it.
Why trust Odyssey with this
-
In-house
All Mitel work carried out by Odyssey's in-house engineers, never outsourced
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1987
Business telephony specialists since 1987
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3
Calls answered within three rings, with no automated menus
- Odyssey is an accredited Mitel partner
Client story
Charles Clinkard
A phased refresh of Charles Clinkard's hosted Mitel system across stores, concessions and head office, with no unplanned downtime.
Read the story
Questions people ask
Is Mitel MiVoice Business suitable for a small business?
Yes. It scales from a small office to many sites, so it can start small and grow with the business. For a small business that does not need to own its system, hosted voice is often the simpler choice, and we will say which suits you.
Hosted or on site, which should we choose?
Hosted on our infrastructure gives you failover and nothing to maintain in the building, and it is how several of our clients run Mitel across multiple sites. On site suits a business that wants the system in its own building. The features are the same either way.
Who supports our Mitel system?
Odyssey's own Mitel engineers, employed by us and never subcontracted. You deal with an in-house expert who knows your system, never an automated menu, and a director is always reachable.
What does MiVoice Business do besides make calls?
It brings call routing, automatic call distribution, presence and instant messaging together on one platform, with MiCollab softphones so calls follow people home, twinning so one number rings several devices, and integration with calendars and business applications.
Can we keep our phone numbers?
Yes. Existing numbers are ported to the new system so customers keep calling the numbers they know, and the move is scheduled so nothing is lost on the day.
Can we add a contact centre to our Mitel system?
Yes. We supply Mitel MiContact Center for multi-channel contact centres, with call routing, queues and reporting, and computer telephony integration that brings the customer's record up as the call arrives; see our contact centre and CTI service.
We already have a Mitel system from another supplier. Can you take it on?
Usually, yes. We audit the system, the licences and the lines, agree a support contract and bring the changes and faults to our service desk, which is how PD Ports consolidated several telephony suppliers into one.
How long will a Mitel system last?
Longer than most. MGL Group's last Odyssey phone system served it for over twenty years before it chose Mitel again, and Dunhouse Quarry and Charles Clinkard have been clients for twenty and fourteen years. Maintained properly, the platform is upgraded rather than ripped out.
Challenges this helps with
Related services
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