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This guide covers the shared Mitel infrastructure required by both the Interaction Parking for Voice AI Handoff and Interaction Parking for Voice Assist guides. Complete this guide before proceeding to either of those.

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This guide assumes you are confident in setting up a Hunt Group, allocating IVR ports, and debugging workflow issues in YourSite Explorer. Adapt the workflow steps to your specific environment and requirements.

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Introduction

Interaction Parking is Talkative's preferred method for passing metadata — interaction context, console URLs, destination routing — when transferring calls between the Voice AI system and your contact centre. It replaces the Mitel Transfer Tool approach.

Parking spaces are allocated and managed within Talkative. When a call is transferred, a free slot is claimed, interaction metadata is stored against it, and the slot number is used as the identifier for a subsequent REST API call from your MCX workflow to retrieve that data and route the call correctly.

Setup overview:

  1. Set up a Hunt Group in MiVB
  2. Decide how many speed call extensions to use as parking spaces
  3. Configure those speed calls in MiVB
  4. Create a Parking Lot in Talkative
  5. Generate an API key in Talkative
  6. Build the Hunt Group Workflow in YourSite Explorer
  7. Configure custom variables in the workflow
  8. Configure the REST process to call the Talkative API

Setting up a Hunt Group

Navigate to User & Devices → Group Programming → Hunt Groups and select Add.

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Most MiVB installations have default Class of Service configurations — the Messaging Port class (103) is a suitable starting point. After creating the hunt group, assign IVR ports to it to handle multiple concurrent calls.

Note that a ring group pointing to an existing workflow is also a valid approach — use whichever fits best with your existing Mitel setup.

Deciding How Many Speed Call Extensions to Use