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New Hospitality interface middlewareOne PBX for your dual brand property?
Two flags under one roof share the phone system, then discover that neither brand's PMS will share the link to it. MID-ia sits in the middle and gives each hotel a phone system of its very own.
A phone system built for one hotel, installed at two.
Dual-brand properties are increasingly common — a select-service flag and a full-service flag under one roof, one owner, one phone room. The phone system is shared because there is no reason to buy two. The PMSs are not, because the brands don't allow it.
Mitel's own answer is a controller per PMS-connected property: network them or cluster them, but each one keeps its own separate PMS link and its own database. There is no first-party way to hang two independent PMSs off one system. So the check-ins collide, the message-waiting lamps light in the wrong building, and somebody ends up doing front-desk work twice.
MID-ia is the layer that was missing. One connection up to the real phone system. One clean, private, brand-correct connection down to each hotel.
- Each PMS sees what it believes is its own dedicated phone system
- No changes to either hotel's PMS software
- No second PBX, no second voicemail system, no second maintenance contract
- Room-number ranges decide who owns which message
- One property's outage or resync never touches the other
It plays both parts convincingly.
MID-ia is a protocol impersonator in both directions. Facing the Mitel it behaves exactly like a PMS. Facing each hotel it behaves exactly like a Mitel.
Northbound: it is the PMS
A single persistent link up to the shared MiVoice Business, speaking the native Mitel PMS protocol and the voicemail protocol alongside it — framing, handshakes, acknowledgements and all. The phone system sees one well-behaved property management system.
Southbound: it is the PBX
One link per hotel, where MID-ia answers as the phone system itself. Each property's PMS connects the way it always has — over IP or over a real serial port — and gets the responses it expects, from what looks like its own equipment.
In the middle: it routes by room
Every room-tagged message is demultiplexed against the property's room assignments and handed to exactly one hotel. Hotel #1 never sees Hotel #2's guests, folios, wake-up calls or message lamps — not even by accident.
Not just check-in and check-out.
A guest-service link is only as good as its least-supported message. MID-ia relays the whole Mitel PMS catalog in both directions, so features the hotel already paid for keep working: guest names on the display, message-waiting lamps, wake-up calls, toll restriction, credit limits, and maid-status coming back from the room.
The awkward parts are handled too. When a PMS comes back after an outage and floods the link with a full database swap, MID-ia absorbs the per-hotel start and end markers so the shared phone system isn't told the whole building just checked out — and forwards that hotel's rooms in guaranteed order. When the Mitel reboots and asks for a re-initialise, every connected hotel hears about it.
- Check-in and check-out
- Guest name and name transfer
- Message waiting on and off
- Wake-up call requests
- Station restriction and credit limit
- Room status and maid status, relayed back to the right PMS
- Database sync and swap, per property, in order
- System-initiated resync requests, broadcast to every hotel
- Link keepalive originated on behalf of PMSs that don't send one
Whatever the hotel already has, on whatever it's already wired to.
Brand standards decide the protocol and the building decides the cable. Neither is usually negotiable, so MID-ia is built to meet both where they are.
Phone system side
The native Mitel MiVoice Business PMS protocol — proven two-way against live MiVB hardware, full message catalog, both properties, isolation verified.
Voicemail side
Encore against Mitel's embedded voicemail, confirmed working in the lab: check a room in and the caller reaches the guest's mailbox; check it out and they reach the operator. HIS support is next.
IP or serial, per hotel
Each property independently chooses TCP over the network or a real DB-9 serial port off a USB adapter — the same protocol engine either way, with pacing and retransmit tuned for slow serial front-desk systems. Both are lab-proven.
FIAS — on the roadmap
FIAS carries phone and voicemail in one connection and dials the opposite direction, so it lands as its own phase. The internal message model is being kept protocol-neutral for it, which is also what makes true PMS-to-PBX translation possible.
Rooms come from CAS-ia
Room-to-property assignments are pulled from your CAS-ia portal rather than typed in twice. Ranges aren't always tidy or contiguous, and the portal is already the place that knows.
Something a technician can actually look at.
MID-ia runs as a Windows application with a tray icon and a real interface — status at a glance, a tab per concern, and both hotels colour-coded so a glance at the log tells you which building you're looking at.
The logs record the exact bytes crossing every link: what MID-ia sent to the phone system, what it received from each PMS, unsummarised. When a brand's PMS does something undocumented at two in the morning, that trace is the difference between a fix and a shrug. Retention is set in days, and licensing runs through the same CAS-ia portal as the rest of the suite.
- Tray application with Status, Hotels, Settings, Logs and Monitor tabs
- Separate log views for the phone system, PMS and voicemail links
- Hotels colour-coded throughout, not buried in prefixes
- Byte-exact traces of everything sent and received
- Configurable log retention
- Licensed per site through the CAS-ia portal, flat rate, no per-room pricing
- Keeps forwarding through a portal outage — a grace period, not a cliff
Sharing a phone system shouldn't mean sharing a PMS.
Tell us what's in your phone room and which brands are under the roof. We'll tell you exactly what MID-ia would take to put in.