Integrating Talkative with MiCC Enterprise (MiCC-E) allows your contact center to route Talkative interactions, such as web chats, directly through Mitel’s Open Media system. This ensures all inbound interactions are handled, tracked, and reported within your existing MiCC-E environment, giving your agents a unified workspace and supervisors full visibility.
In this guide, you’ll learn how to configure both sides of the integration:
- MiCC-E setup: Creating the Open Media Service Group and agent routing.
- Talkative setup: Connecting to MiCC-E, mapping queues, and verifying routing.
Whether you’re setting up the integration for the first time or updating an existing deployment, this step-by-step guide will walk you through the process.
Before you start, ensure:
- You have administrator access to both Talkative and MiCC Enterprise.
- The Open Media module is licensed and active within MiCC-E.
- You know your MiCC-E server URL, port number, and (if applicable) API credentials.
link Part 1: Configure MiCC-E
Step 1: Create a New Open Media Service Group
In MiCC Enterprise, open Service Group Properties and create a new service group for Talkative.
- Name:
Talkative
- Purpose:
Open Media
- Service Level Goal: Set according to your SLA (e.g., 80% answered within 1 day).
- Performance Calculation Interval: Choose the interval for reporting (e.g., 30 minutes).
- Voice Recording & Dispatch: Keep defaults unless your organisation uses these.
Once complete, click OK to save the new service group.
Step 2: Assign Skills
In the Skills tab:
- Select First Choice under “Skill Matching”.
- Assign the Talkative skill from the unassigned list.
- Confirm the skill level (e.g.,
1).
This ensures that any interactions routed through this service group are handled by the correct skilled agents.
Step 3: Configure Agent Launch Settings
In the Agent Action tab:
- Set the Application to
%P% Private Data.
- Check Launch URL in Agent Tab.
- Enable Activate when Session is Presented.
This ensures that when an agent accepts a Talkative chat, the Talkative interface automatically launches inside the MiCC agent console.
link Part 2: Configure Talkative
Step 1: Create a Mitel Enterprise Distributor
- In Talkative, go to Settings > Interaction Routing.
- Choose Mitel Enterprise as the type.
- Enter your MiCC-E details.
Once completed, click Create Mitel Enterprise Distributor.
Step 2: Map Talkative Queues to MiCC Queues
Next, open the Talkative queue you want to route through MiCC-E.
- Scroll to the Queue Routing Settings section.
- From the dropdown, select the corresponding MiCC-E Queue (e.g., “Queue 50”).
- Save your changes.
Step 3: Test the Integration
Once linked:
- Ensure at least one MiCC-E agent is available and logged in.
- Start a new Talkative interaction (e.g., a test web chat).
- Confirm that it appears in MiCC-E and is routed to the next available agent.
If everything is configured correctly, the agent should see the Talkative interface launch automatically within their MiCC client.
✅ Integration Complete
Your Talkative MiCC Enterprise integration is now live. All Talkative interactions will be routed and reported through MiCC-E, providing unified queue management and consistent reporting.
For troubleshooting or advanced configuration (such as multi-tenant routing or custom data mapping), please contact your Talkative account manager or our support team.
Differences in Response Time Between Talkative and Mitel
You may notice that the response time shown in Talkative doesn’t always match the response time recorded in Mitel.
This is because the two platforms calculate response time differently.
The 'Response In' time in Talkative measures the time between the creation of an interaction and the agent accepting that interaction. It does not measure the time it takes for an agent to send their first message.
Several factors can cause inconsistencies between Talkative's response time and the response time recorded in Mitel:
- Queuing: an interaction might be queueing for minutes before an agent picks it up and responds.
- Server time: The server time on the Ignite side (Mitel) may be slightly different from the Talkative server time, causing a discrepancy.
- Console load time: There may be a slight delay (a second or two) as the console loads.
It's important to note that if your Mitel system is configured to re-queue interactions based on response time, it will use the time recorded in Mitel, not the time displayed in Talkative.