Prerequisite: This guide assumes the Mitel Talkative Voice AI API has been installed on your MiCC-E server (by Mitel Professional Services) and configured with an API key and a range of CTI Group numbers, that each CTI Group is associated with a MiCC-E Service Access running a Script Manager script, and that you have a parking lot configured in Talkative.
Introduction
Use this guide when your Voice AI Bot handles the inbound call and you want to hand off to a human agent — passing full interaction context (transcript, collected data, console URL) through to the agent in the MiCC-E agent application.
When the bot decides to transfer, it claims a free parking space, stores the interaction metadata against that slot, and SIP Refers the call to a CTI Group number. The associated MiCC-E Service Access then runs a Script Manager script that retrieves the metadata via the Talkative API, passes it to the agent as IVR Data, and routes the call to an agent.
Configuring the Transfer Tool in Your Voice Bot
Navigate to your Voice Bot in Talkative and add a Transfer Tool. Within the tool, add a destination and configure it as follows:
Option | Value | Details |
Transfer Type | Interaction Parking Lot | Instructs Talkative to claim a parking space, store metadata, and SIP Refer the call |
Parking Lot | {your parking lot} | Select the parking lot created in the workflow setup guide |
Destination | {target extension or queue} | The destination the MiCC-E Service Access script will transfer the call to after retrieving metadata |
Prompt | e.g. "Use this to transfer to the agent queue" | Tells the AI when to invoke this transfer |
Voice Assist Config | Leave blank | Adding a Voice Assist Config changes the transfer from SIP Refer to SIP Dial — see the Voice Assist guide if required |
How the Flow Works
When the bot invokes this transfer tool:
- Talkative identifies a free parking slot and stores the interaction metadata (transcript, collected data, destination, console URL) against it
- Talkative SIP Refers the call to a CTI Group number from the configured range — the bot leg ends here
- MX-ONE routes the CTI Group call into its associated MiCC-E Service Access, which fires its Script Manager script (typically a VBScript block)
- The script makes a REST GET request to the Talkative Parking Lot API, which returns the metadata and clears the slot
- The returned values are assigned to Script Manager variables and passed to the agent as IVR Data (shown in the agent's Session tab)
- The call is routed through a Service Group to an available agent
- The Service Group's Agent Action URL — set to the Transcript / Console URL IVR Data field — auto-pops the console, giving the agent full interaction context
Next Steps
Once a call has been successfully transferred and the agent can see the interaction data in the MiCC-E agent application (Session tab), the setup is complete.
If you also need Voice Assist — live transcription and AI assistance during the agent leg — see the Interaction Parking for Voice Assist guide.