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, covering DTMF suppression, agent-assisted capture and secure IVR. 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 gallery's primary PCI payment integration suppresses DTMF tones during live agent-assisted calls and holds PCI DSS Level 1 certification.
At least one other listed option is certified at PCI Level 1 and carries both Mitel Technology Network (MTN) and MSA certifications.
DTMF-silencing and secure IVR tools 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 30+ 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 Payments to Mitel
Shuttle adds PCI-compliant card capture to your Mitel payment flows. When the customer is ready to pay, the card is captured inside Shuttle's PCI DSS Level 1 certified environment via Twilio Pay (Shuttle is Twilio's preferred payments partner), and the card data never reaches your Mitel recordings, transcription, or your agents. Shuttle customers already take payments this way on Mitel-based operations today.
The setup is light. It runs on Twilio Pay, so you need to be a Twilio customer, and you build a small integration on your side. Shuttle ships the secure PCI capture, payment links, IVR, and the payment APIs; what it does not ship is an out-of-the-box agent screen, the input UX, or the amount-passing API call wired for Mitel specifically. So the part you build is small: pass the payment amount to Shuttle through its API (the minimum data we need), connect the secure capture into your Mitel call flow over Twilio, and add your own agent screen if your workflow needs one. Customers running Mitel have already built exactly this. If that fits, book a call and we will scope your exact setup. There is practical detail in the "What to Expect" section further down.
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. Switching gateways later is configuration, not a re-integration.
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.
One caveat for voice specifically: a small number of gateways (for example Braintree) don't permit raw card data to be passed to them, so they don't work for voice capture, though they do work for payment links.
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. Several of the existing gallery partners 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: voice is priced at $0.20 per successful transaction, and payment links are currently free (a new pricing model is coming), making it straightforward to present to clients next to 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 secure voice capture via Twilio Pay, 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.
What to Expect
Shuttle is a payment layer you connect to your stack, not a pre-packaged Mitel plugin. Here is the honest detail so there are no surprises on the call:
It runs on Twilio Pay today. Shuttle's voice capture uses Twilio Pay, where Shuttle is the certified payment connector, so you need to be a Twilio customer. A carrier-agnostic version that removes the Twilio requirement is on our roadmap for later in 2026.
You build a small integration, not a payment system. Shuttle ships the secure PCI capture, IVR, payment links, and payment APIs. What it does not ship is an out-of-the-box agent screen, the input UX, or the amount-passing API call for Mitel specifically. So you build that minimal glue: pass the amount to Shuttle via its API (the minimum data we need), connect the capture into your Mitel call flow over Twilio, and add your own agent screen if your workflow needs one. It is light, and customers running Mitel have already done it.
A native Mitel integration is available as a paid project. If you would rather not build the integration yourself, we can build one for your deployment with you.
Point-of-payment capture is what is live. Securely capturing the card at the moment of payment works today. Shuttle staying present across the entire conversation, or handing the caller back to the same agent afterwards, is part of the fuller call control coming with the carrier-agnostic version.
Payment links are the most turnkey path and need the least build. Many teams start there and add voice capture later.
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 specialist gallery partners covering DTMF suppression, agent-assisted capture and secure IVR.
Does Shuttle have a native Mitel integration? Not today. Shuttle is not a Mitel gallery partner and there is no Shuttle app inside Mitel. Shuttle's voice capture runs on Twilio Pay (we're Twilio's preferred payments partner), and you invoke that setup. You'll need to be a Twilio customer and to build a small integration on your side (pass the amount to Shuttle's API and wire the secure capture into your call flow over Twilio), which customers running Mitel have already done. We can build a native Mitel integration as a paid project if you'd rather not build it yourself, and a carrier-agnostic version is on our roadmap.
Does this require Twilio? Yes, today, for voice card capture. The secure capture runs via Twilio Pay, where Shuttle is the certified payment connector. Payment links for digital channels don't require a Twilio voice call. The carrier-agnostic version that removes the voice Twilio requirement is on our roadmap.
How is Shuttle different from those PCI payment partners? The gallery partners are established, certified solutions that sit inside the Mitel call path with their own PSP integrations. Shuttle takes a different route: voice capture runs via Twilio Pay rather than inside Mitel, and the differentiator is gateway neutrality, one integration across 30+ 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, and that have the technical resource to build the agent-side interface, will find Shuttle's model more flexible.
Which gateways does Shuttle support? Shuttle connects to 30+ payment gateways including Stripe, Adyen, Worldpay, Checkout.com, Braintree, Square, and a broad range of regional and specialist processors. A small number (for example Braintree) work for payment links but not for voice capture, because they won't accept raw card data.
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. For voice, the card is captured in the secure Twilio Pay call and never passes through Mitel's platform or recordings. This significantly reduces the PCI scope of the Mitel deployment, keeping you on the lighter SAQ-A path and 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 alongside Mitel: secure voice payments via Twilio Pay and hosted payment links across 30+ gateways, at $0.20 per successful transaction for voice (payment links currently free) with no setup, monthly, or per-seat fees.
See Payment Services | Book a discovery call