Integrating Talkative with Mitel MiContact Center Business (MiCC-B) or MCX allows your agents to handle Talkative web chats and interactions directly through Mitel’s Open Media framework. This ensures seamless routing, consistent reporting, and a single, unified experience for your contact center.
This guide walks you through everything you need to know to set up and authorise the integration between Talkative and Mitel, including configuration steps on both platforms and troubleshooting tips.
Before beginning setup, make sure:
- You’re using MiCC version 9.0 or higher (required for the Open Media API).
- Web Ignite is enabled and operational.
- Agents have Multimedia licences assigned.
- You have administrator access to both Talkative and MiCC/MCX.
- A valid TLS certificate and FQDN are configured on your MiCC/MCX server.
Part 1: Prepare MiCC/MCX
Step 1: Verify MiCC Version
Confirm your MiCC installation is version 9.0 or higher. This version (and above) supports Open Media, which is required for integration.
Step 2: Apply TLS Certificate
Ensure your MiCC or MCX server has a valid TLS CA certificate installed and a fully-qualified domain name (FQDN) set up. This ensures encrypted HTTPS communication between Talkative and Mitel.
Step 3: Allow Talkative to Connect to MiCC/MCX
Talkative communicates with MiCC or MCX using secure HTTPS requests via the MiCC SDK API. To enable this connection, your network must allow inbound HTTPS requests from Talkative’s servers.
🔐 Connection Details
- Protocol: HTTPS (REST API requests)
- Default port: 443
- You can use a custom port if required, as long as it’s restricted to Talkative’s IP addresses.
- Data security: No sensitive customer data is transmitted through this route.
🌍 Whitelist Talkative IP Addresses
Make sure your firewall or gateway allows inbound connections from the following Talkative IPs:
Region | IP Addresses |
Europe | 3.8.11.116, 3.8.226.26 |
USA | 3.20.102.7, 3.20.102.37 |
Australia | 13.55.255.55, 13.55.255.70 |
⚠️ Compatibility Note
Some older MiCC SDK integrations send requests with a double slash (//) after the domain (for example:
https://yourserver.com//authorizationserver/token).
To prevent these requests from being blocked, add an exception for both single-slash and double-slash URL paths.
Step 4: Configure Open Media in MiCC
To create the Open Media configuration:
- Create an Open Media server.
- Create Open Media agents for chat handling.
- Create Open Media queues and assign the relevant agent groups.
- Set up Open Media workloads for those agents.
- Adjust inbound and in-queue workflows to your operational needs.
- Authorise the Talkative client (explained in the next section).
Important: In each workflow’s Properties tab, make sure to tick Validate Workflow for both In-Queue Workflow and Agent Workflow. Without this, changes won’t publish and queues won’t receive interactions from Talkative.
Step 5: Create an Open Media Queue
- In YourSite Explorer, go to Queues → Add → Open Media Queue.
- Enter a Name and Reporting Number.
- Under In-Queue Workflow, right-click Offer to Primary Agent Group, select Agent Group, and choose the agent group you created.
- Tick Validate Workflow in the Properties tab.
- Save your new queue.
- Go to Media Servers, right-click Routing Failure Destination Transfer, and set your new queue as the last resort destination.
Step 6: Finalise the Open Media Configuration
Once your Open Media queue is created, complete the setup by attaching it to the Media Server and authorising Talkative within MiCC.
🧩 A. Attach the Queue to the Media Server
To ensure any failed or unhandled interactions are correctly routed:
- In YourSite Explorer, navigate to Multimedia → Media Servers.
- Select your Open Media Server.
- Right-click the Routing Failure Destination Transfer tool in the Inbound Workflow.
- From the dropdown, set the destination to your newly created Open Media queue.
- Save your changes.
This configuration ensures that any interaction which can’t be routed normally will default to your Open Media queue instead of being dropped.
🔐 B. Authorise the Talkative Client
To allow Talkative to securely communicate with MiCC, you need to register it as an authorised client.
- On your MiCC/MCX server, open the following file in a text editor such as Notepad:
C:\Program Files (x86)\Mitel\MiContact Center\WebSites\AuthorizationServer\Configuration\Clients.config- Add the following entry:
{
"Id": "Talkative",
"Secret": "********-****-****-****-********"
}Important: Before restarting IIS, make sure you’ve added your valid UUID Secret Key in the configuration file (see C. Secret Key Requirements below to generate. Restarting IIS disrupts any active MiCC interactions and should only be done outside working hours. It’s best to double-check the key first so you don’t have to restart the service twice.
- Save the file.
- Restart the IIS service and recycle the Authorisation Server application pool to apply the changes.
🧠 C. Secret Key Requirements
- The Secret Key must be in UUID v4 format (for example:
7d9f1b26-2a7b-46e9-a2e7-1acb3ea5b26d).
- Talkative can supply this key via email (
support@gettalkative.com), or you can generate your own securely at uuidgenerator.net/version4.
- Each organisation’s Secret Key is unique and should not be shared externally.
Part 2: Configure Talkative
Step 1: Create a Mitel Distributor
- In Talkative, go to Settings > Interaction Routing.
- Choose Mitel Routing as the type.
- Enter your MiCC/MCX details:
Field | Description |
MiCC/MCX URL | Your MiCC server address (e.g. https://miccb.example.com) |
Client ID | Talkative |
Secret Key | Your UUID (as configured in Clients.conf) |
Queue Cap | Any positive number (e.g. 10) |
SSL Verification Options: | Verify: Use this if your MiCC/MCX instance has a valid, publicly trusted SSL certificate. |
Self-signed: Select this if your certificate is self-signed (not issued by a public authority). | |
No verify: Only use this option if your connection is insecure or for testing purposes, not recommended for production. |
SSL Verification Options: While SSL verification is recommended, it isn’t strictly required. Choose the verification mode based on your certificate setup.
- Once completed, click Create Mitel Distributor.
Step 2: Map Talkative Users to Mitel Agents
Once your Mitel Distributor connection is created, you’ll need to link your Talkative users to their corresponding Mitel agents. This ensures incoming interactions are correctly routed to the right person in MiCC.
You can complete mappings in two ways:
🧍 Individual Mapping
- Go to Users in the left-hand menu.
- Select the user you’d like to map.
- Under Mitel External Agent, choose the correct Mitel agent from the dropdown list.
- Click Change Mapping to save.
👥 Bulk Mapping
To quickly manage multiple users at once, click Manage all agent mappings.
- This opens a centralised view where you can review and assign Talkative users to Mitel agents in bulk.
- Each Talkative user can be linked to their matching Mitel account directly from this list.
Step 3: Map Talkative Queues to MiCC/MCX Queues
Next, open the Talkative queue you want to route through.
- Scroll to the Queue Routing Settings section.
- From the dropdown, select the corresponding Queue (e.g., “Contact Center”).
- Select Availability Basis.
- By default, Talkative routes interactions to agents marked as "Available" within ignite. If your workflow requires agents to be in an "Idle" state in order to accept interactions, this setting can be adjusted.
- Save Mitel Distribution Settings
🧩 Mitel Troubleshooting
Interaction Received by MiCC but Not Assigned to an Agent
Issue: When you start a Talkative interaction, MiCC shows a successful connection but the interaction never appears in any queue or agent inbox.
Cause: This usually happens when the Validate Workflow option wasn’t selected during Open Media queue creation. Without this validation, MiCC won’t publish the workflow, so Talkative can’t send interactions into the queue.
How to Fix: Revisit Part 1: Step 4
- In YourSite Explorer, navigate to Multimedia → Queues.
- Open the affected Open Media queue.
- In the Inqueue Workflow section, open the Properties tab.
- Ensure Validate Workflow is ticked.
- If you see any validation errors, correct them, then click Save.
- Re-deploy the queue to publish the updated workflow.
💡 Tip: You can verify this change worked by returning to Multimedia → Media Servers and ensuring the queue appears as an available routing destination.
Queue Does Not Appear Online in Talkative Engage
Issue: Your queue isn’t visible or online within Talkative → Queues, preventing new chats from routing to agents.
Cause: The Open Media queue hasn’t been assigned to a valid Agent Group, or the assigned group contains no available agents.
How to Fix:
- In MiCC YourSite Explorer, go to Multimedia → Queues.
- Select the affected queue.
- In the General tab, check the Members field.
- Make sure the appropriate Agent Group is listed.
- If not, click Add Agent Group and select the correct group.
- Save your changes and confirm at least one agent in that group is logged in and available.
⚠️ Note: The assigned group must match the one you’ve mapped to in Talkative’s Queue Routing Settings (see Part 2 – Step 3 of this guide).
Differences in Response Time Between Talkative and Mitel
You may notice that the response time shown in Talkative doesn’t always match the response time recorded in Mitel.
This is because the two platforms calculate response time differently.
The 'Response In' time in Talkative measures the time between the creation of an interaction and the agent accepting that interaction. It does not measure the time it takes for an agent to send their first message.
Several factors can cause inconsistencies between Talkative's response time and the response time recorded in Mitel:
- Queuing: an interaction might be queueing for minutes before an agent picks it up and responds.
- Server time: The server time on the Ignite side (Mitel) may be slightly different from the Talkative server time, causing a discrepancy.
- Console load time: There may be a slight delay (a second or two) as the console loads.
It's important to note that if your Mitel system is configured to re-queue interactions based on response time, it will use the time recorded in Mitel, not the time displayed in Talkative.
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