Talkative Fallback Options

If your Mitel server becomes inaccessible through fault, hardware failure etc, you may be able to fallback to handling interactions from directly within the Talkative platform instead.

Standard Behaviour

The typical behaviour of a correctly operating system would be:

• A customer starts an interaction via a widget, SMS etc
• The interaction is created in the Talkative system and then dispatched to the Mitel Open Media SDK where it is queued in the Mitel system as an Open Media interaction
• The ACD routes this interaction to an available agent 
• The agent accepts the interaction which loads the Talkative single console as an iframe within the Mitel instance.

Fallback Behaviour

If the Mitel service is inaccessible agents will be able to login directly to the Talkative console and their interactions will be presented to them here. The interactions will pop into their console and the agents can accept the interactions, converse with the customer and utilise this as a fallback method.

Important Considerations

• You may need to delete the Mitel integration from the Talkative system to allow this to work effectively - if there are communication issues with the server and we are still trying to route interactions through to it, it can cause errors which will break the interaction flow for the customer.
• The default configuration of Talkative has no routing capabilities, as such, chats will be presented to all agents on fastest finger first approach with no limits on how many interactions can be handled at one.
• The default configuration presence is determined by being on the console page, the act of loading this page makes you "online" leaving sets you to "offline"
• You may configure Talkative ACD - the default settings for this are sensible for chat interactions allowing 2 interactions per agent and following a round robin allocation.
• Groups need to be mapped correctly for agents to receive interactions when they are on the console page.