Talkative Voice AI – Mitel Integration Support

Welcome to the Talkative Voice AI Mitel Integration support page. This guide explains how our Voice AI solution integrates with your Mitel system to deliver smart IVR capabilities, streamline call handling, and provide real-time data capture—all while maintaining a natural conversational experience for your callers.

Overview

Talkative Voice AI now integrates with Mitel to provide a powerful, smart IVR system that:

• Greets callers with a personalized welcome message.
• Uses configurable prompts to guide the caller through common scenarios (such as scheduling callbacks or reporting sick).
• Captures key interaction data (e.g., caller’s date of birth, name, and other details) using our data capture features.
• Seamlessly transfers calls to live agents while passing through full caller ID and conversation transcripts.

This integration is ideal for organizations like healthcare providers, where directing callers to the correct queue and gathering important information quickly are essential.

How It Works with Mitel

When a call is received through your Mitel system, the process works as follows:

1. Incoming Call & SIP Connection
   • Mitel receives the call and sends SIP traffic to Talkative Voice AI.
   • The call is connected into your configured Voice AI queue.
2. Voice AI Interaction
   • The AI greets the caller with a welcome message (for example: “Hi, I’m Charlie, thanks for calling Human Resources. How can I help you today?”).
   • The caller is guided through a conversation defined by your prompt (such as collecting the caller’s date of birth and name).
   • As the caller responds, the Voice AI captures key data and builds a full transcript in real time.
3. Data Capture and Call Analysis
   • During the call, important details (e.g., the caller’s date of birth, name, or call summary) are automatically captured.
   • This data is available immediately for agents once the call is transferred.
4. Call Transfer to Live Agent
   • If the conversation requires human assistance, the Voice AI issues a transfer command (triggered by a predefined keyword, for example, __TRANSFER__).
   • Mitel receives the transfer request, preserving the caller’s ID and full conversation transcript.
   • The call is then routed to the appropriate agent queue, where the agent sees both the complete transcript and a summary of the interaction.

Configuration and Data Capture

Setting Up Your Voice AI for Mitel

• Welcome Message and Prompt

  In the Talkative settings, you can configure:

  • Welcome Message: The initial greeting your Voice AI will deliver.
  • Prompt: Detailed instructions on how the AI should behave during the call.Example: For a healthcare provider, the prompt may direct the AI to ask for the caller’s date of birth and name, confirm the information, and record whether the caller is reporting as sick or recovered.

• Data Capture Configuration

  • Interaction Data: Define what key details should be captured during the call (e.g., date of birth, caller name, membership ID, or even a brief call summary).
  • These details are passed to your agents along with a full transcript once the call is transferred.

Provisioning Mitel Integration

• **Backend Setup:**Currently, the backend integration with Mitel’s SIP configuration is provisioned outside the customer-facing interface. To enable this, please fill out our provisioning form so that our team can set up your integration.
• **Existing Mitel Environment:**Once provisioned, your Voice AI calls will route through your existing Mitel infrastructure. This means that call recording, caller ID retention, and queue management will function as they normally do within your system.

Call Transfer and Agent Support

When the conversation requires human assistance, the Voice AI:

• **Triggers a Transfer:**By including a transfer command (e.g., __TRANSFER__) in its dialogue, the AI initiates a hand-off to your live agent.
• **Passes Caller Information:**The full caller ID, complete transcript, and key captured data (such as the caller’s date of birth and name) are passed to the agent.
• **Screenpop/Interaction Summary:**Agents receive a screenpop or an embedded URL (such as in Ignite) showing the transcript and a call summary. This helps them quickly understand the context before joining the call.

Benefits of the Mitel Integration

• Seamless Call Routing:

  Our integration with Mitel ensures that calls are handled intelligently from the moment they are received, reducing wait times and directing callers accurately.

• Enhanced Data Capture:

  Collect important caller information automatically to streamline interactions and support faster call resolution.

• Improved Agent Experience:

  Agents receive a complete conversation transcript and a concise call summary, empowering them to quickly and efficiently address caller needs.

• Caller ID Preservation:

  The integration retains the original caller ID, ensuring consistency and compliance with your existing processes.

• Leverages Existing Infrastructure:

  Voice AI works within your current Mitel setup, including your SIP trunks and IVR configurations, without requiring major changes.

Frequently Asked Questions

Q1: How do I configure the Voice AI prompt for Mitel?

A: In your Talkative settings, enter your desired welcome message and detailed prompt instructions. This prompt defines the conversation flow (e.g., collecting the caller’s date of birth, name, and call summary) and is tailored to your industry needs.

Q2: What if I need to change the data captured during the call?

A: You can update your interaction data configuration in the Talkative interface. This allows you to specify which details (e.g., membership ID, call summary) should be captured during each call.

Q3: Is the caller ID retained when a call is transferred?

A: Yes. Our integration ensures that the caller ID remains unchanged throughout the call—even when transferring to an agent.

Q4: How do I get my Mitel integration provisioned?

A: Currently, backend integration for Mitel is provisioned by our team. Please contact your account representative or fill out the provisioning form to have your integration set up.