Prerequisite: This guide assumes you have completed the Interaction Parking: Mitel Workflow Setup guide and have a functioning Hunt Group, speed calls, parking lot, API key, and YSE workflow in place.
Critical: Voice Assist requires a Voice Assist Config to be selected on the external routing rule. Without it, the transfer will fail and the call will be lost.
Introduction
Use this guide when you want Voice Assist — live AI transcription and agent assistance — to join a call as it is transferred to an agent. Voice Assist can be used with or without a prior Voice AI bot leg.
Unlike the Voice AI Handoff flow (which uses SIP Refer), Voice Assist uses SIP Dial — Talkative dials into the parking space and remains on the call throughout, consuming an additional SIP channel. This is what allows Voice Assist to stay connected alongside the agent in WebIgnite.
SIP Dial vs SIP Refer
Before configuring, it is important to understand the key difference between this flow and the Voice AI Handoff:
Voice AI Handoff | Voice Assist | |
Transfer type | SIP Refer | SIP Dial |
Talkative stays on call | No — bot leg ends at transfer | Yes — Voice Assist stays connected |
Additional SIP channel consumed | No | Yes |
Agent experience | Metadata only in WebIgnite | Live transcription + AI copilot in WebIgnite |
Creating a Voice Assist Config
Navigate to Settings → Voice Assist Configs and click Create Voice Assist Config.
Field | Description |
Queue Label | A name for the Voice Assist queue. Creating the config also creates a queue. |
Username | A default user for the assist session (e.g. entering "Sales" creates "Sales Default Assist User"). Transcribed messages are attributed to this user since the accepting agent's identity is not known at transfer time. |
Copilot Config | Optional but recommended. Without it, Voice Assist provides transcription only. With it, the assistant can leverage a knowledge base, collect interaction data, and push to external CRMs. |
STT Model | Speech-to-text model and language selection for transcription. |
Creating the External Voice Route
Navigate to Settings → Voice Routing and click Create Voice Route. This route is how calls reach Talkative for Voice Assist.
Option | Value | Details |
Label | e.g. Voice Assist Route | Internal label for identification |
Endpoint | Full SIP URI | The SIP URI your MiVB dials to reach this route. Use Settings → Twilio Call Log to identify the correct endpoint after a test call — copy the To value verbatim. |
Type | External |
Configuring the Interaction Parking Lot Route
Once the route type is set to External, set the sub-type to Interaction Parking Lot and complete the remaining fields:
Field | Description |
Destination | The extension or queue to transfer the call to after the workflow completes |
Scheme | sip or sips |
Host | Your PBX trunk address (e.g. 10.20.100.101:5060) |
Parking Lot | The Talkative parking lot configured in the workflow setup guide |
Voice Assist Config | Required. Select the Voice Assist Config created above. Without this, the transfer will fail and the call will be lost. |
Do not leave Voice Assist Config blank on this route type. Unlike Voice AI Handoff (where it is optional), Voice Assist routing requires a config to be selected — without it the call cannot be transferred successfully.
How the Flow Works
- Inbound call arrives at MiVB and is routed to the Talkative SIP trunk via the external voice route
- Talkative identifies a free parking slot and stores interaction metadata against it
- Talkative SIP Dials (not Refers) the parking space speed call extension — Talkative remains on the call
- The MiVB Hunt Group picks up and fires the YSE Workflow
- The workflow makes a REST GET request to the Talkative Parking Lot API, which returns the metadata, clears the slot, and Voice Assist joins the call
- The workflow transfers the call to the returned destination via SIP Dial
- MiVB routes the call to the agent's extension — the agent answers in WebIgnite
- Voice Assist provides live transcription and AI assistance in the WebIgnite console alongside the agent