Mitel in Jordan — PBX and UC supply, migration and support

Mitel call platforms suit reception desks and switchrooms alike, from an Amman headquarters building to a resort on the Dead Sea. EIE supplies, configures and supports Mitel systems for customers in Jordan from its base in Jeddah.

Why Mitel matters in Jordan now

EIE’s Mitel work in Jordan is aimed at banks and insurers, hotels, hospitals, universities and public bodies — in Amman, at the Dead Sea, in Aqaba, in Wadi Musa below Petra and in Irbid. Where the platform answering an organisation’s calls was specified in another decade, the question of what replaces it arrives with the next budget round.

Two things shape that decision. The first is what is actually installed: where a Meridian or CS1000 cabinet still serves a ministry or a campus, or a Definity, Communication Manager or IP Office estate still serves an enterprise, the replacement is planned from that starting point rather than from a datasheet. The second is the trunk side: where a site has moved to SIP, that changes what a new platform has to terminate, so the replacement is rarely a like-for-like copy of what it retires. Mitel earns its place there for a range spanning one building and a multi-site estate, native hospitality integration, and a migration path off a legacy PBX planned from an assessment of the installed release, licensing, handset and trunk compatibility, and lifecycle.

What EIE supplies and supports for Mitel in Jordan

• MiVoice Business — call control sized for a mid-size or large organisation, holding service when a site is cut off, with contact-centre and recording options where the site requires them.
• MX-ONE — one numbering plan stretched across a campus or several sites, with call processing sitting near the people it answers for.
• MiVoice Office — compact call control for one building: a clinic, a training centre, a smaller hotel, a commercial floor.
• Property-system integration — check-in and check-out, the guest name on the display, a voicemail box per room, wake-up calls, housekeeping room status, and charges landing on the folio.
• Handsets, consoles and gateways — desk sets, guest-room telephones, cordless handsets, an attendant console in Arabic or English, SIP trunk termination, and gateways carrying the old circuits and paging through the change.
• Design, installation support and migration — numbering and routing settled first, licences sized against real traffic, installation phased, and a legacy PBX retired in an order that holds service.

How delivery works for customers in Jordan

EIE is headquartered in Jeddah, Saudi Arabia. There is no local base in Jordan, and the model is built around that fact.

Remote engineering from Jeddah. Dial plan design, system build, licence configuration, integration setup and diagnostics are carried out by the Saudi engineering team over a remote connection; most of a Mitel project is this work.

Supply and shipment. Equipment can be shipped from Saudi Arabia by road through the Saudi–Jordanian land border, by air into Amman, or by sea into Aqaba. Import formalities are handled by the customer’s freight forwarder and customs broker, and systems are configured in Jeddah first where that shortens the on-site window. Equipment supply is confirmed at quotation and is subject to the vendor’s export and re-export rules for the destination, restricted-party and end-use screening, customs documentation, and carrier and route availability at the time of shipment.

Engineers on site. Surveys, installation, cutover, integration testing and handover are done by engineers travelling to Jordan for that phase, alongside the customer’s cabling contractors; the short Jeddah–Amman flight makes a survey and a return for cutover easy to schedule.

Support after handover. Faults, moves and changes, software currency and spare parts continue once the system is live, with coverage, escalation and on-site attendance governed by each customer’s service agreement.

Example Mitel projects in Jordan

Consider a Dead Sea resort whose rooms are spread across low-rise blocks and villas rather than stacked in a tower: that alone changes cabling, cordless coverage and gateway placement. The exceptions matter more than the demonstration path: room moves at full occupancy, split folios, a check-out raised mid-posting.

A bank or insurer in Amman would need one numbering plan across the headquarters building and outlying sites, survivability when a link drops, and a contact centre that keeps working through the move. A private hospital would add patient-room telephony, nurse-station handling and an enquiry desk for patients and their families; a university in Irbid would be a numbering exercise across many buildings, phased around exams.

Migrating to Mitel from a legacy PBX

Where a legacy PBX is being retired, EIE plans the move to Mitel from what is installed rather than from a template. Nortel’s enterprise voice business became part of Avaya, and Avaya has since ended sales and manufacturer support for the CS1000 line. A move to Mitel is a platform change to a different vendor; EIE plans it from an assessment of the installed release, licensing, handset and trunk compatibility, and lifecycle — not from any vendor lineage. The same assessment applies to a Meridian 1, Option 11C, CS1000, Norstar or BCM as to an Avaya estate that has become awkward to keep supplied.

The work is a structured migration, not a swap. It begins with an assessment: platform versions, the numbering plan as built rather than as drawn, the features people genuinely use, and the state of the trunks, cabling and power. That step exists because undocumented configuration is what derails a cutover. Numbering survives, attendant and queue behaviour is rebuilt and proved on the new platform before anyone cuts over, and gateways hold both systems while departments cross — in a hotel or hospital the only way to avoid pulling service out of occupied rooms.

Vendor detail sits on Nortel in Jordan and Avaya in Jordan, the network underneath on Ruijie in Jordan. See also unified communications, Mitel systems in Saudi Arabia and EIE in Jordan.

How to start

Tell us what kind of building it is, what is running in it now, what is failing, and what the next budget round allows. Start with the Contact form, email info@eliteideas.net or call +966 12 652 2996.

Frequently asked questions

Can EIE supply a new Mitel PBX to Jordan without a local base there?
Yes. Supply runs on remote engineering from Jeddah, equipment that can be shipped from Saudi Arabia by road, air or sea subject to the conditions above, and engineers travelling for survey, installation and cutover — the same for a Mitel PBX in Amman as for a resort on the Dead Sea. There is no EIE base in Jordan.

How does the equipment clear customs?
Import formalities are handled by the customer’s freight forwarder and customs broker, on the route their procurement already knows. We supply the documentation the consignment needs and coordinate timing with the forwarder.

Can you quote in Jordanian dinars, and what drives lead time?
Quotations can be issued in the currency your procurement requires, with the pricing basis stated on the document. Lead time follows the models, licences and route involved, so it is confirmed per quotation.

Can you take over a Mitel system that someone else installed?
Yes. It starts with documentation: platform version and support status, licensing, and numbering and routing as built.