Mitel Refer
We do not recommend using the Mitel refer tool - instead you should utilise the Talkative Interaction Parking solution. These instructions remain here for legacy reasons as many existing systems will have used the Mitel Refer tool prior to the creation of the Interaction Parking solution. If you are installing a fresh instance of a Voice AI configuration onto a MiVB instance, please skip to the Talkative Interaction Parking Section.
The Mitel Refer tool can only be used if the Mitel PS team have been engaged and installed the Voice AI Transfer App to the Mitel server. This can be ordered via part number 53005615 Voice AI Bot Data Transfer.
This tool adds a new API endpoint to the Mitel server which the Talkative can pass metadata for the interaction. This will include interaction data, and URLs to load alongside the interaction so you can view the transcript so far. This endpoint additionally returns a “parking space” which is used as part of the transfer. These parking spaces are “speed calls” directed to a hunt group. When we refer the call to Mitel, we send it to the space we have been allocated and under the hood, a workflow is attaching the data to the interaction and then forwarding it to the intended queue.
Variable Name | Use |
Talkative_VB_Transcript_URL | This contains the transcript URL for the interaction – this will be the console page. |
Talkative_VB_History_URL | This will contain a link to the interaction log page for this interaction. |
Talkative_VB_Destination | This contains the destination data from the voice bot. |
These variable names are configurable to suit customer environment. Contact Mitel for more detail.
The variables can be used to make a workflow/subroutine to retrieve the meta data:
The above workflow will query the endpoint, and return the variables declared above. This can then be used to determine the destination for the interaction to be routed too.
The URL you need to hit to retrieve this data will be the FQDN of the Mitel server.
These requests may contain PII and other sensitive information. As such the FQDN must be secured with a publicly verifiable SSL certificate. Failure to do this will result in failed requests and the workflow failing to complete.
The URL for the API is formatted as follows:
https://{MitelFQDN}/talkativevoice/api/phonenumber/{dnis}The MitelFQN should be substituted with the fully qualified domain name of the Mitel Server.
You will additionally need to include an API key. This will be provided to you by the Mitel PS team one installation completion. This API key and FQDN will need to be provided to Talkative so they may also hit the API endpoint generated for us to send the metadata to the Mitel server to be retrieved in this workflow.
An example workflow looks like this:
This screenshot additionally shows the output mapping required.
Your mapping should include the URL and HistoryURL – with this you will be able to view the live interaction – if it is using Voice Assist – and the history URL will show the interaction log for this interaction once it has been completed.