When a bot has finished conversing with a customer, it may need to transfer the call away to a human agent. It can do so using the Transfer Tool.
Each Transfer Tool can have multiple destinations. Every destination has a Transfer Type, which determines how the call is actually handed off at the telephony layer.
There are four transfer types:
| Type | Best for | Requires |
|---|---|---|
| Dial | PSTN numbers, demos, standalone deployments | Voice AI subscription with PSTN calling minutes |
| SIP Refer | Simple handoff to an existing SIP-connected telephony system | SIP-based telephony already connected to Talkative |
| Mitel Refer | Legacy Mitel deployments set up before Interaction Parking existed | Mitel PS-installed Voice AI Transfer App (part 53005615) |
| Interaction Parking (Parking Lot) | Mitel deployments — preferred method for passing interaction context to an agent | A configured Parking Lot, plus MiVB hunt group/workflow setup |
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Mitel Refer is legacy. We no longer recommend using it for new deployments — use Interaction Parking instead. Mitel Refer instructions are kept for customers with existing installs from before Interaction Parking existed.
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In the Engage UI (Voice Bots → your bot → Tools → Transfer Tool → Add Destination), every destination has the same base fields, plus one extra field for Interaction Parking:
<aside> ❗
Selecting a Voice Assist Config on a destination changes the underlying transfer mechanism from a SIP Refer to a SIP Dial, and keeps Talkative on the call as a third party (an extra SIP channel is consumed) so Voice Assist can provide live transcription and AI copilot support to the agent. For Interaction Parking specifically, if the associated Voice Assist Config is required but left blank on the routing rule, the transfer will fail and the call will be lost — always double check this is set correctly for your use case.
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Talkative dials the destination as a PSTN call.
+441234567890.