When the call needs to be handed off from Voice AI to MiCC-E via “Mitel Refer”, the Talkative bot will invoke the Mitel Talkative Voice AI API. This is a REST API, usually hosted on the MiCC-E server.
The Mitel Talkative Voice AI API is installed by Mitel Professional Services.
Upon installation, it is configured with the following settings:
- API Key
- Range of CTI Group numbers defined in MX-ONE
MiCC-E Service Access and script
All CTI Group numbers configured must be associated with a MiCC-E Service Access running a Script Manager script that will query the Mitel Talkative Voice AI API to retrieve data set from the Voice AI bot.
This is normally done through a VBScript block.
Data fields obtained from the Talkative Voice AI API are assigned to Script Manager variables, to be sent to the agent as IVR Data. In the Agent application, all IVR Data fields are displayed in the Session tab.
To automatically pop up the Transcript URL or History URL, the corresponding IVR Data field must be used as Agent Action URL of the Service Group through which the call is routed to an agent.
