Talkative now supports a growing list of SIP integrations for connecting third-party PBXs to Talkative Voice AI via SIP.
Currently, Mitel has a pre-built integration. To add another integration (e.g. 8x8, Cisco, Five9), please follow this process.
Integrations have two steps:
- [required] SIP trunk from the PBX to Talkative’s SIP carrier.
- [optional] Ability to identify the call (either via SIP headers or an IVR “parking” identifier). This associates the call with an interaction in the agent console.
1. Integration Steps
Step 1: Configure SIP Trunk to Talkative (via Twilio)
- Talkative creates a SIP trunk per company in Talkative.
- Prerequisites from partner:
- PBX supports SIP trunking to an external carrier
- Public IP / FQDN for the PBX or SBC
- Authentication method (IP-based or SIP credentials)
- Once ready, book time with Talkative to set up the trunk.
To request a trunk:
- Email support@gettalkative.com to book a slot with our voice engineers.
- Provide:
- Talkative company name/region
- PBX platform (8x8, Webex, Five9, Other)
- Contact for technical setup
Step 2: Associate Calls with Talkative Interactions
- Optional but recommended for a seamless agent experience.
- Talkative needs a call identifier to match the SIP call with the interaction in the console, so agents can see a Talkative URL or popup linked to the current call.
- Two approaches:
- Parking / IVR Method
- Talkative transfers call to a “parking” extension.
- Contact centre will use the extension to request Interaction ID
- Contact centre attaches Console URL to Call, console URL is formed of regional URL and Interaction ID.
- SIP Header Method (preferred for platforms that support SIP headers)
- Contact centre picks out custom SIP header (e.g. X-Interaction-ID) which will contain the Talkative Interaction ID.
- Contact centre attaches Console URL to Call, console URL is formed of regional URL and Interaction ID.
2. Initial Setup / Debugging
- First integration requires a joint session with Talkative to:
- Verify SIP trunk registration
- Place test calls
- Check call identifiers are being passed correctly
- Collect PCAPs if needed for debugging
3. Coordination & Next Steps
- Partner involvement: for new integrations, requires a subject matter expert to join initial setup calls.
- Talkative handles trunk creation and guidance.
- Once MVP is tested, we can:
- Publish a per-PBX integration guide
- Document SIP header requirements for each platform