Mitel is one of the most widely deployed enterprise telephony and unified communications platforms in the world. Its portfolio spans MiVoice Business for mid-market and enterprise PBX, MiContact Center Business and MiContact Center Enterprise for contact centre operations, and Mitel CX for cloud-first deployments. The installed base runs deep in hospitality, public sector, and healthcare, where multi-site telephony and structured contact centre workflows are common requirements.
Like most UC and contact centre platforms, Mitel does not ship a native payment product. For organisations that need to collect card payments over voice, Mitel's own platform offers exclude-recording or manual pause as workarounds, but neither constitutes true DTMF suppression or a PCI DSS-compliant capture environment. Mitel addresses this through its Apps and Integrations Gallery, where several specialist PCI payment partners are listed: Sycurio (Card Protect Voice+, the primary gallery integration), PCI Pal (Voice Connect, MTN and MSA certified, PCI Level 1), Eckoh (DTMF Silencer), and Datatel CryptoIVR. Each is a capable, established solution within its own approach.
This guide covers how payments work on Mitel today, what each gallery partner delivers, and when a gateway-neutral multi-PSP layer like Shuttle is the better fit for organisations that need more than a single-capture vendor can offer.
It is written for two audiences: enterprises running Mitel who want PSP flexibility and cleaner PCI scope without lock-in to one capture provider, and solution providers or SIs deploying Mitel who need a payment layer they can configure differently for each client.
How Payments Work on Mitel Today
Mitel gives organisations a clear path to PCI-compliant voice payments through its gallery partner ecosystem:
Mitel's own platform offers no native DTMF suppression. The available platform-level options are exclude-recording (omitting the call segment from recordings) or manual pause, neither of which removes card data from the live call path in the way a certified capture solution does.
The Apps and Integrations Gallery lists Sycurio (Card Protect Voice+) as the primary PCI payment integration. Sycurio suppresses DTMF tones during live agent-assisted calls and holds PCI DSS Level 1 certification.
PCI Pal Voice Connect is also listed, certified at PCI Level 1 and carrying both Mitel Technology Network (MTN) and MSA certifications.
Eckoh DTMF Silencer and Datatel CryptoIVR round out the gallery options.
Each partner is a point solution: it solves PCI voice capture within its own platform and PSP integrations.
When You Need a Gateway-Neutral Payment Layer
The gallery partners cover the core use case well. Where organisations run into constraints is when the payment requirement is more complex than a single-vendor solution is designed to handle:
**Multi-PSP routing across many gateways with BYO acquirer:** each gallery partner integrates with a defined set of payment processors. Organisations that have existing gateway contracts, or want to retain the ability to switch acquirers, benefit from a layer that routes across 40+ gateways without a renegotiation.
Per-client or per-tenant PSP routing: SIs managing Mitel deployments across multiple clients often need different gateways configured per client, whether due to commercial arrangements, currency requirements, or client-mandated processors. Point solutions are typically configured per deployment rather than per client within a deployment.
Enterprise PSP mandates: large organisations operating under a mandated processor (a corporate treasury or procurement requirement to settle through a specific acquirer) need the capture layer to route to that processor by default, with override logic for specific use cases.
Cross-channel payment capture beyond DTMF voice: Mitel deployments increasingly include email, live chat, and SMS alongside voice. Hosted payment links delivered across those channels need the same PCI infrastructure and reconciliation as voice capture.
Platform-agnostic integration: organisations or SIs who want a payment layer that stays consistent if they migrate from MiVoice to Mitel CX, or from Mitel to another platform entirely, avoid rework when the capture layer is not tied to one platform's gallery.
How Shuttle Adds Multi-PSP Capture to Mitel
Shuttle integrates into Mitel agent workflows without replacing the existing contact centre setup:
The agent handles the call or chat through Mitel as normal and triggers a Shuttle payment session when payment is required.
The customer enters card details via a secure DTMF keypad. Tones are suppressed at the Shuttle layer and never appear in call recordings or the Mitel environment.
Card data is captured within Shuttle's PCI DSS Level 1 certified environment, never touching Mitel's platform or infrastructure.
Shuttle routes the transaction to whichever of the 40+ supported gateways applies: based on the client configuration, currency, geographic rules, or mandate requirements.
The agent sees only a success or failure result. No card data passes through the agent screen or the call recording.
The same session model supports hosted payment links for digital channels, so the same integration covers voice, email, chat, and SMS workflows.
Multi-PSP Support
Shuttle connects to over 40 payment gateways from a single integration, including Stripe, Adyen, Worldpay, Checkout.com, Braintree, and Square, alongside regional and specialist processors.
Each gateway is configured per tenant or per client. Routing rules, failover logic, and currency preferences are set at the client level, not the platform level. This means an SI managing ten Mitel clients can have ten different gateway configurations within one Shuttle integration, with no per-client re-integration work.
For organisations under an enterprise PSP mandate, Shuttle routes to the mandated processor by default and supports override rules for specific transaction types, cost centres, or geographies.
PCI Compliance
Shuttle is a PCI DSS Level 1 Service Provider, the highest certification tier. Card data enters and is processed within Shuttle's certified environment. It does not pass through Mitel's platform, infrastructure, or call recordings.
This approach reduces the Mitel environment's PCI scope substantially. Organisations that previously required SAQ-D assessments covering their telephony infrastructure can move toward SAQ-A for the card capture component, with the assessment burden sitting with Shuttle rather than the contact centre operator.
Beyond Voice: Payment Links
Mitel deployments often include more than voice. MiContact Center Business and Mitel CX support email, live chat, and SMS alongside phone queues. Shuttle's hosted payment links work across all of these channels: an agent can send a secure payment link via the digital channel of the customer's choice, and the customer completes payment in a Shuttle-hosted environment.
The same PCI Level 1 infrastructure applies regardless of channel, and all transactions reconcile in the same Shuttle reporting view regardless of whether they originated from a voice DTMF session or a digital payment link.
For Solution Providers and Mitel Partners
SIs and resellers deploying Mitel can reference two relevant programmes: the Mitel Technology Network (MTN) for ISV-level integrations, and the Mitel Global Partner Program for resellers and implementation partners. The existing gallery partners (Sycurio, PCI Pal, Eckoh) have certifications within the MTN framework.
Shuttle operates as the gateway-neutral payment layer an SI can position across a Mitel practice without tying each client to one capture vendor. Per-client PSP routing means the payment configuration reflects each client's commercial and compliance requirements. There are no setup fees, no monthly platform fees, and no per-seat charges: Shuttle is priced at $0.20 per transaction, making it straightforward to present to clients alongside the Mitel licence.
For practices managing Mitel alongside other platforms, Shuttle's integration is consistent across platforms, which reduces the training and support overhead of managing multiple capture vendors across a portfolio.
Use Cases
Multi-Brand and Multi-Client Operations
Hospitality groups, managed service providers, and outsourced contact centres often run Mitel across several brands or client accounts from a shared infrastructure. Shuttle's per-tenant gateway configuration supports different payment providers per brand or client within a single integration, without separate deployments or renegotiated gateway contracts.
Enterprise PSP Mandates
Large organisations in financial services, public sector, and healthcare frequently operate under treasury or procurement mandates that require card settlement through a specific acquirer. Shuttle handles mandate routing natively, directing transactions to the mandated processor while allowing override rules for specific use cases.
Hospitality and Bookings
Mitel has a strong hospitality installed base, covering hotels, travel operators, and venue management. Voice-assisted booking payments, deposit collection, and modification fees are natural use cases for DTMF capture via Shuttle, with payment links covering email confirmation and follow-up payment collection across the same booking journey.
Public Sector and Healthcare Collections
Public sector and healthcare organisations using Mitel for inbound contact centre operations frequently collect payments over the phone: council tax, service fees, co-pay collections, and outstanding balance recovery. Shuttle's PCI Level 1 environment and gateway-neutral routing supports these use cases, including direct debit and alternative payment methods alongside card capture.
FAQ
Does Mitel process payments natively? Mitel does not have a native payment product. Its platform offers exclude-recording and manual pause as workarounds for card handling, but PCI-compliant card capture is delivered through gallery partners: Sycurio (Card Protect Voice+), PCI Pal (Voice Connect), Eckoh (DTMF Silencer), and Datatel CryptoIVR.
How is Shuttle different from those PCI payment partners? The gallery partners are established, certified solutions within their own PSP integrations. Shuttle's differentiator is gateway neutrality: one integration across 40+ gateways, BYO acquirer support, per-client PSP routing, and cross-channel payment links. Organisations or SIs that need more than a single-PSP capture vendor will find Shuttle's model more flexible.
**Which gateways does Shuttle support?** Shuttle connects to 40+ payment gateways including Stripe, Adyen, Worldpay, Checkout.com, Braintree, Square, and a broad range of regional and specialist processors. The full list is at shuttleglobal.com/psp/.
Can Shuttle route different clients to different PSPs? Yes. Shuttle supports per-tenant gateway configuration, so SIs or contact centre operators managing multiple clients can configure separate gateway rules per client within a single Shuttle integration.
**Does this keep our contact centre out of PCI scope?** Shuttle is a PCI DSS Level 1 Service Provider. Card data is captured and processed in Shuttle's certified environment and never passes through Mitel's platform or recordings. This significantly reduces the PCI scope of the Mitel deployment, moving the assessment burden to Shuttle rather than the contact centre operator.
Related Reading
Contact centre payments: how PCI-compliant payment capture works across modern contact centre platforms
Embedded payments for CCaaS: embedding a payment layer inside CCaaS and UC platforms without owning the infrastructure
Payment orchestration: how multi-PSP routing and gateway orchestration works in practice
Payment collection for BPOs: multi-client payment collection across outsourced contact centre operations
Payments for CCaaS implementation partners: how SIs and resellers add a gateway-neutral payment layer across their CCaaS practice
Add Gateway-Neutral Payments to Mitel
Shuttle adds multi-PSP PCI Level 1 capture to Mitel: DTMF voice payments and hosted payment links across 40+ gateways, at $0.20 per transaction with no setup, monthly, or per-seat fees.
See Payment Services | Book a discovery call