Voice AI - SIP Integration

Overview

Talkative now supports a growing list of SIP integrations for connecting third-party PBXs to Talkative Voice AI via SIP.

Currently, Mitel has a pre-built integration. To add another integration (e.g. 8x8, Cisco, Five9), please follow this process.

Integrations have two steps:

1. [required] SIP trunk from the PBX to Talkative’s SIP carrier.

2. [optional] Ability to identify the call (either via SIP headers or an IVR “parking” identifier). This associates the call with an interaction in the agent console.
   
   

1. Integration Steps

Step 1: Configure SIP Trunk to Talkative (via Twilio)

• Talkative creates a SIP trunk per company in Talkative.

• Prerequisites from partner:

  • PBX supports SIP trunking to an external carrier

  • Public IP / FQDN for the PBX or SBC

  • Authentication method (IP-based or SIP credentials)

• Once ready, book time with Talkative to set up the trunk.

To request a trunk:

• Email support@gettalkative.com to book a slot with our voice engineers.

• Provide:

  • Talkative company name/region

  • PBX platform (8x8, Webex, Five9, Other)

  • Contact for technical setup
    
    

Step 2: Associate Calls with Talkative Interactions

• Optional but recommended for a seamless agent experience.

• Talkative needs a call identifier to match the SIP call with the interaction in the console, so agents can see a Talkative URL or popup linked to the current call.

• Two approaches:
  
  

1. Parking / IVR Method 
   
   

   • Talkative transfers call to a “parking” extension.

   • Contact centre will use the extension to request Interaction ID

   • Contact centre attaches Console URL to Call, console URL is formed of regional URL and Interaction ID.
     
     

2. SIP Header Method (preferred for platforms that support SIP headers)
   
   

   • Contact centre picks out custom SIP header (e.g. X-Interaction-ID) which will contain the Talkative Interaction ID.

   • Contact centre attaches Console URL to Call, console URL is formed of regional URL and Interaction ID.
     
     

2. Initial Setup / Debugging

• First integration requires a joint session with Talkative to:
  
  

  • Verify SIP trunk registration

  • Place test calls

  • Check call identifiers are being passed correctly

  • Collect PCAPs if needed for debugging
    
    

3. Coordination & Next Steps

• Partner involvement: for new integrations, requires a subject matter expert to join initial setup calls.

• Talkative handles trunk creation and guidance.

• Once MVP is tested, we can:

  • Publish a per-PBX integration guide

  • Document SIP header requirements for each platform