This guide will enable you to configure your MX-One to pass calls to the Voice AI system and provide configuration to enable the calls to be returned (if applicable with a CC platform).

Before you start, gather the following values. Items shown as {placeholders} or example values must be substituted with your own throughout the guide:

The commands in this guide are entered on the MX-ONE server console. You can reach it in either of two ways:

Either method gives you the prompt where the sip_route command and the MDSH commands (ROCAI, RODAI, ROEQI and RODDI) are run.

You should already have your Talkative SIP trunk credentials — the trunk domain, trunk user and trunk password — and have configured them on your MBG, so you can simply carry them into the steps below.

If you don't have them yet, start with the Voice AI Mitel Integration Guide (START HERE) and complete the MBG Setup Guide first — your trunk credentials are issued and configured as part of that process.

Every route on the MX-ONE is identified by a route number (ROU) — a sequence number in the range 1–999. It can be any value in that range that isn't already in use; the specific number has no special meaning, but it must be used consistently everywhere.

Throughout the rest of this guide the placeholder {routeNumber} is used in place of an actual route number. Before you begin, choose one free value and substitute it for {routeNumber} in every command — sip_route, ROCAI, RODAI, ROEQI and RODDI all need to reference the same route, and it is the number your dial-plan / number conversion points at to send calls down the Talkative trunk.

To check which route numbers are already in use, print the existing SIP routes:

Pick a number that is not listed (and not otherwise in use in your route data), and use it as your {routeNumber} from here on.

Use the following command to configure the Talkative SIP Route on the MX One as per the example below:

In short, the call path ties together like this: MX-ONE sends every SIP message to the -proxyip (your MBG), which forwards it on to the -uristring host (the Talkative Twilio trunk domain); the -fromuri host is your own MX-ONE identity, and -authname / -password / -realm are the trunk credentials Talkative provides so Twilio accepts the calls.

Parameter reference: Mitel MX-ONE CPI — sip_route

To confirm the parameters have been set correctly, and to review them in the future run the following print command:

An example of the expected output is:

If you connected over SSH, switch to an MD Shell using the following command:

once this is run, you will have a new typing prompt which looks like this:

Use the following command to configure the Route Category on the MX-ONE as per the example below:

Parameter reference: Mitel MX-ONE CPI — ROCAI

Confirm the parameters with the following print command:

and the expected output when using a route of 9 will be:

Use the following command to configure the Route Signalling on the MX-ONE as per the example below:

Parameter reference: Mitel MX-ONE CPI — RODAI

Confirm the parameters with the following print command:

and the expected output when using a route of 9 will be:

Use the following command to configure the Route equipment (number of trunks in the route) category on the MX-ONE as per the example below:

Parameter reference: Mitel MX-ONE CPI — Initiate a SIP Route

Confirm the parameters with the following print command:

and the expected output when using a route of 9 will be:

Use the following command to configure the route category on the MX-ONE as per the example below:

Parameter reference: Mitel MX-ONE CPI — RODDI

Confirm parameters with the following print command:

and the expected output using a destination of 585 and a route of 9 will be:

With the trunk and route configured, the final step is to get inbound calls onto the Talkative trunk and mapped to a Voice AI bot. There are several ways to bring calls into the trunk; the method shown here uses MX-ONE number conversion.

You can get to the number conversion by going to Number Analysis → Number Plan → Number Conversion and then click “Add” to add a new number conversion.

The inbound 12-digit number the call arrives on is stripped and replaced with two parts: your route's destination access code ({destAccessCode} — 586 in this example) and an arbitrary extension value (1000 in this example). It is this combined number that MX-ONE sends over the Talkative trunk to the Voice AI system, and it is the value you map to a specific bot in the next step. (Another option would be to use the Service Access of MiCC-E.)

Once your MX-ONE number conversion is directing calls over the Talkative trunk, each route needs to be mapped to a Voice AI Bot in Talkative. Navigate to Settings → Voice Routing and click Create Voice Route (https://eu.engage.app/voice-routes).

Make a test call through your MX-ONE route, then go to Settings → Twilio Call Log (https://eu.engage.app/twilio-call-log). The To column shows the exact full SIP URI (including any headers) that MX-ONE dialled into Talkative — this is the combined destination + extension number described above. Copy this value directly into the Endpoint field — no reformatting needed.

Click Save. Repeat for each route you have configured.

Within the Voice AI configuration you can transfer a call to a SIP address using a fully formed SIP address. By default, no contextual information about the call is included, so it will look like a normal inbound call.

The simplest way to return a call to your MX-ONE is using a SIP Refer. This suits deployments where Talkative's console is not surfaced in your contact centre platform, or for testing basic transfer connectivity. No additional MX-ONE configuration is required beyond what has already been set up in this guide.

In your Voice Bot, add a Transfer Tool and configure a destination as follows:

If you have a Contact Centre linked to your MX-ONE such as MCX or MiCC-E, you can configure workflows to use Interaction Parking to retrieve the metadata from Engage and apply it to the interaction.