This guide aims to help you understand the integration points for the Voice AI system. This guide assumes you are comfortable using SIP and setting up a SIP Trunk in Mitel. Each section contains a dropdown with a link indicating the minimum known support version and a setup guide. Additionally, there is information to support decisions around licensing relating to SIP channels required for operation.
To find your SIP trunk details, navigate to a Voice Route config page in engage and you will be able to see the SIP Trunk which has been configured for you:
This will be displayed at the top of each Voice Route for ease of access.
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If you have an existing SIP trunk provided manually by Talkative - the credentials listed here will not match - you may continue to use the existing credentials, which will remain valid or, replace your credentials with these credentials instead.
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Talkative utilises Twilio for SIP Trunk application capabilities. Twilio’s resilient managed trunks ensure stability when routing Voice AI calls. To ensure the signalling and RTP traffic can be received, please whitelist the signalling IPs which can be found here: IP Addresses for Elastic SIP Trunking Services | Twilio - The default region is none selected is us1. Each region has 4 IP addresses which signalling traffic may originate from or be routed too. We recommend always using the FQDN and never a direct IP address. Allow the signalling addresses of every region, not only the one you have configured, because a call can be placed from any of them and the region is not guaranteed unless it is specified. Signalling uses ports 5060 (UDP/TCP) and 5061 (TLS). Media uses one global range for every region, 168.86.128.0/18 over UDP. The platform receives media on UDP ports 10,000 to 60,000 in that range and sends it from the same range, so allow it in both directions.
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Fortigate Firewall by default uses ALG - a SIP Session Helper - this is known to conflict with the MBG causing traffic to get stuck in a loop inside the firewall preventing calls from being returned to the MBG/PBX
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Twilio, our SIP Provider is making changes to the regions here, so please check their documentation to see if they have now changed to use the actual region name, ie, ashburn, vs the short identifier for it.
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By default the SIP Trunk region is us1 - if you wish to use a different edge region, you may adjust your Trunk FQDN to include a regional identifier:
{uuid}.sip.{region}.twilio.com
This will force your signalling to favour a particular region for originating it’s traffic.
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If you change your region in your PBX, be sure to update your route mappings in Engage to also include the region parameter.
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The most common setups include a Mitel Border Gateway - this will contain your at edge SIP Trunk configuration. Other configuration may include a custom or bespoke SBC. This can be used in place of an MBG. Whilst an SBC is commonly found, it is not a pre-requisite, and a PBX can be integrated with directly.
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The current supported PBX call handler systems include MiVB, MX-One and MV-5000