Talkative parking works in a similar fashion to the Mitel Transfer system. The primary difference is the parking spaces are allocated and managed in the Talkative platform.

The creation of the talkative parking will be structured as follows:

Parking spaces should be created by using system speed calls. The speed calls will then dial a hunt group IVR.

You will first need to determine how many parking spaces you will require. This figure will be heavily determined by the expected call volume and the concurrency.

A parking slot will be occupied for ~2 seconds during the transfer window. For example, if you had parking slots ranged from 1000, to 1025, and we transferred to 1001 – the parking slot would be taken, the SIP Refer made to 1001@ and then the hunt group workflow would request the metadata for the interaction stored in 1001 and then the parking space would be vacated.

As the parking spaces are only occupied for seconds, a smaller amount of parking spaces would be suitable for most cases. When choosing a parking space values, you should try to allow for expansion if possible. This means if you allocated 1000 – 1025, if 1026 to 1099 were also free, you could later add additional parking spaces if your usage required it.

You do not need parking spaces per queue, as the destination is passed as part of the metadata which the workflow will retrieve.

Speed calls should be used to direct to the calls to the hunt group. You should create the speed calls you require, either by CSV import or manually, ensuring they are directed towards the hunt group you created in the previous step.

We recommend using speed calls as they block the phone number from the system meaning there can be no conflicts, and the DNIS in the hunt group workflow correctly reports as the speed call number.

The speed calls you define here will be used in the creation of the interaction parking lots in Talkative and as part of your Hunt Group IVR workflow, both of these are discussed later in this guide.

To create an interaction parking lot, visit https://{region}.engage.app/parking-lots

Click the “Create Parking Lot” button to create a new parking lot.

Complete the form to create a parking lot.

As part of the request to Talkative to retrieve interaction metadata you will need to include a bearer token. You can generate these by visiting /tokens in the application and creating a key:

It is best practise to use a shared group account to create this, as the token is tied to the user who creates it. These tokens are long lived and last 10 years. The user must have an account holder permission to create a key. Please note: deletion of the user will also delete the key.

This workflow executes the lookup to get the interaction metadata, which maps the data to the variables in the interaction and then finally transferring to the intended queue. You will need to create this workflow to enrich the interactions which are transferred to a queue.

To create a hunt group workflow, head to YourSite Explorer and navigate to the “IVR Routing” section and click on workflows. You will need to create a new incoming voice IVR:

Add a Hunt Group component to the workflow and configure your speed call numbers. You can do this by right clicking and selecting to add a condition:

Untick the option to “Add each row as a separate branch” and add your hunt group numbers:

Now add an Execute component:

and then add a Transfer component:

Before we can continue with this - we need to configure some custom variables to handle the result of the execute step.

The API call will return the target destination for the bot. This will be used in the workflow – you should create a variable to map this return value. To do this, got to the workflow page and click on the transfer element and click on properties, finally, click the three dots:

Select variable from the tabs and click add:

Configure a suitable variable name which you can map in the workflow process:

In addition to the destination variable, you should make a custom variable to hold the:

You may additionally add any other variables to map any relevant incoming data. We include interaction data when it is provided.

Now you have these variables you can use them to configure your workflow process.

A workflow process must be created to make a web request to the Talkative server to retrieve the interaction information stored in the parking space.

The workflow process is a Web Service process with uses a type of REST.

The URL should be set to:

The region value should be substituted with the region you instance is located. (eu, us, au, euc)

The log ID can be found in the URL when you created your parking lot. The numeric value displayed when editing the parking lot is the value you should use:

The DNIS represents a parking lot slot ID. The action of retrieving the interaction metadata will also clear this slot.

You will need to pass a bearer token to this request; you can get one from the API Keys section in Talkative when logged in as an account holder. It is recommended to create an account using a shared email group as the token is directly tied to the user. By using a shared email group, it prevents issues when a user leaves the company and has their account deleted which also deletes any tokens associated with their account. The user must have an account holder permission.

The workflow Execute rest request should look like the above screenshot. Once you have a call waiting in a speed call DNIS, you can execute the request by substituting the DNIS test value with the currently occupied hunt group port, you can obtain this from the interaction parking lot page in Talkative. Then map the appropriate values and save the workflow.

Your completed workflow should now look like this:

Now you have a configured parking lot, you will be able to specify this in the transfer tool in the voice bot or in the voice routes when configuring agent assist.

Select a type of “Interaction Parking Lot” and set the destination. The destination should be the target queue in the target Mitel system. You can then choose the parking lot you created earlier. If you wish to use Voice Assist you can choose a config here also. More information on this will be provided later.

When the transfer occurs, it will sip refer to a free parking space and the destination will be part of the meta data retrieved to allow a workflow to consume and redirect the call.

The voice assist tool allows the Voice AI to stay with the call when it gets sent back to the call centre. As it remains on the call, it will continue transcribing the call and providing AI assistance in the console (when the metadata has been provided by using the Mitel Transfer tool or Interaction Parking.

Voice Assist configs must first be configured here: /voice-assist-configs and clicking to “Create Voice Assist Config”

Set a Queue Label and a username.

When you create a voice assist config, it also creates a queue. For the Voice Assist to provide AI assistance, you should link this queue to a Copilot config so that it can access a knowledge base to lookup questions and provide assistance. If you do not do this, it will work purely as a transcription tool, but you can leverage additional tooling such as collecting interaction data and sending the data to an external CRM system.

The username is created with the prefix Default Assist User so if you enter Sales the resulting user name would be Sales Default Assist User - when the call enters a CC and is accepted by an agent, we do not know who the agent who accepted the call is, as such, when the Voice Assist transcribes, it won’t be associated to that user, instead, the voice assists default user will have the attribution for the messages sent.

Finally select a model, this model is the Speech-to-text model which will transcribe the call and the language of the call, so context can be passed to the LLM to provide assistance, if configured. This requires a copilot configuration which can be configured separately.

Voice Assist can be configured to run silently alongside a call, or be configured following an AI conducted voice call. If you do not want the interaction to be handled by an AI first, you should configure routing rules so that the Voice Assist may connect to the call and then dial into the call centre so it may continue to monitor and transcribe the call.

Voice Assist can also be attached to a transfer tool so it can be used following an AI leg of the call.

External routing rules allow you to enable voice assist or pass through the call to a target destination.

To create a routing rule, press ctrl + k and search for “Voice Routing” – here you will see a list of all your routing rules. To create a voice route, click “Create Voice Route”

The endpoint will either be a PSTN number which can be provisioned on request from the Talkative support team, or a SIP destination if you have considered a SIP connector.

The type allows for Voice AI Config or External. Setting the type to “Voice AI Config” will show the Voice AI Bot dropdown and allow you to configure the endpoint associated with the bot. You can have many endpoints pointing at the same bot.

Changing the type to External allows you to choose:

By choosing one of these options you will be able to make this call route directly to these endpoints and enable a Voice AI Assist to also stay with the call and continue transcribing. Please note, for Parking Lot, SIP Refer and Mitel Refer, enabling the Voice Assist will change this from a Refer to a Dial and will consume an additional SIP channel.

The configuration should be used when you would like to use Agent Assist without utilising Voice AI to handle the initial call. You will need to create parking lot before configuring this route. Instructions on how to do this can be found above.

This allows you to connect the call to a regular PSTN number. Please note, this feature may not be available depending on your license. Additionally, you will be billed for any charges resulting from dialling a PSTN number. Please consult your account manager for more details.

When selected, the call will SIP refer to the target destination. This would normally be to the originating trunk. When a Voice Assist Config is selected, this becomes a SIP dial and consumes an additional SIP channel.

Mitel refer can only be used if the Mitel PS team have been engaged and installed the Voice AI Transfer App – this works similar to Interaction Parking – however, all the config and parking spaces are stored on the Mitel server. Mitel Refer attaches the interaction metadata to the interaction to be displayed within WebIgnite.