MiCC-Enterprise Integration

Modified on Tue, 11 Jun at 3:40 PM


MiCC-E Side
1. Add new Open Media Service Group 

2. Assign skills 


3. Select %P% Private data as below to launch in agent tab to ensure agent presented with Talkative chat interface. 


Talkative Side 


1. Go to Settings and search Interaction Routing

2. Select Mitel Enterprise and fill out the details and press create. 



3. Edit a Talkative Queue and at the bottom you'll see a drop down that will allow you to map it to an MiCC-E Queue. Select the MiCC Queue you want and save it.


Now that it's linked, ensure you have available agents and start a Talkative interaction. This interaction will now be routed by MiCC-E and presented to the next available agent. 



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