Appendix 10-E: Step-by-Step Configuration Procedures¶
Document Reference: ABV-COLLAB-MIG-2026 | Chapter 10 | Appendix 10-E
Purpose: Detailed click-by-click procedures for AI platform configuration
Audience: Implementation Engineers, Administrators
Prerequisites: Completion of Phase 2A baseline migration
Document Control¶
| Version | Date | Author | Changes |
|---|---|---|---|
| 1.0 | Jan 2026 | Collaboration Architecture Team | Initial release |
Table of Contents¶
SECTION 1: PRE-IMPLEMENTATION CHECKLIST¶
- 1.1 Access & Permissions Verification
- 1.2 Licensing Verification
- 1.3 Network & Connectivity Requirements
SECTION 2: WEBEX CONTROL HUB - AI AGENT CONFIGURATION¶
- 2.1 Creating a Webex AI Agent
- 2.2 Configuring Intents
- 2.3 Configuring Responses
- 2.4 Testing the Webex AI Agent
SECTION 3: GOOGLE CLOUD PLATFORM - PROJECT SETUP¶
- 3.1 Creating a GCP Project
- 3.2 Enabling Required APIs
- 3.3 Creating a Service Account
- 3.4 Configuring IAM Permissions
- 3.5 Generating Service Account Key
SECTION 4: DIALOGFLOW CX - AGENT CREATION¶
- 4.1 Creating a Dialogflow CX Agent
- 4.2 Configuring Agent Settings
- 4.3 Creating Intents
- 4.4 Creating Entities
- 4.5 Building Flows
- 4.6 Creating Pages
- 4.7 Configuring Webhooks
- 4.8 Setting Up Environments
SECTION 5: WEBEX CONTACT CENTER - CCAI CONNECTOR¶
SECTION 6: FLOW DESIGNER - VIRTUAL AGENT INTEGRATION¶
- 6.1 Adding Virtual Agent V2 Node
- 6.2 Configuring Node Parameters
- 6.3 Handling Exit Events
- 6.4 Passing Context Variables
SECTION 7: AGENT ASSIST CONFIGURATION¶
- 7.1 Enabling Agent Assist
- 7.2 Configuring Knowledge Base
- 7.3 Setting Up Suggestions
- 7.4 Configuring Conversation Summaries
SECTION 8: VALIDATION & TESTING¶
SECTION 1: PRE-IMPLEMENTATION CHECKLIST¶
1.1 Access & Permissions Verification¶
Before beginning configuration, verify all required access and permissions are in place.
Procedure: Verify Webex Control Hub Access¶
+-----------------------------------------------------------------------------+
| PROCEDURE 1.1.1: VERIFY CONTROL HUB ADMINISTRATOR ACCESS |
+-----------------------------------------------------------------------------+
| |
| Step 1: Open browser and navigate to: |
| https://admin.webex.com |
| |
| Step 2: Log in with your administrator credentials |
| Username: [your-admin-email]@abhavtech.com |
| Password: [your-password] |
| |
| Step 3: After login, verify your role: |
| a. Click your profile icon (top-right corner) |
| b. Click "My Profile" |
| c. Scroll to "Administrative Roles" section |
| |
| Step 4: Confirm you have one of these roles: |
| [ ] Full Administrator |
| [ ] Contact Center Administrator |
| |
| [!]️ CHECKPOINT: |
| Expected: "Contact Center Administrator" or higher role visible |
| If missing: Contact your Webex organization administrator |
| |
| Step 5: Verify Contact Center access: |
| a. Click "Services" in left navigation panel |
| b. Verify "Contact Center" appears in the services list |
| c. Click "Contact Center" |
| d. Verify dashboard loads without errors |
| |
| [OK] VERIFICATION COMPLETE when Contact Center dashboard displays |
| |
+-----------------------------------------------------------------------------+
Procedure: Verify GCP Access¶
+-----------------------------------------------------------------------------+
| PROCEDURE 1.1.2: VERIFY GOOGLE CLOUD PLATFORM ACCESS |
+-----------------------------------------------------------------------------+
| |
| Step 1: Open browser and navigate to: |
| https://console.cloud.google.com |
| |
| Step 2: Log in with your GCP credentials |
| Account: [your-email]@abhavtech.com |
| (Use Google Workspace or Cloud Identity account) |
| |
| Step 3: Verify organization access: |
| a. Click the project dropdown (top navigation bar) |
| b. Click "ALL" tab |
| c. Verify "abhavtech.com" organization is visible |
| |
| Step 4: Verify required IAM roles: |
| a. Navigate to: IAM & Admin -> IAM |
| b. Find your email in the members list |
| c. Confirm you have these roles (or equivalent): |
| [ ] Project Creator |
| [ ] Billing Account User |
| [ ] Dialogflow API Admin |
| |
| [!]️ CHECKPOINT: |
| Expected: All three roles visible for your account |
| If missing: Contact your GCP organization administrator |
| |
| [OK] VERIFICATION COMPLETE when all roles confirmed |
| |
+-----------------------------------------------------------------------------+
1.2 Licensing Verification¶
Procedure: Verify WxCC Licenses¶
+-----------------------------------------------------------------------------+
| PROCEDURE 1.2.1: VERIFY WEBEX CONTACT CENTER LICENSES |
+-----------------------------------------------------------------------------+
| |
| Step 1: In Control Hub, navigate to: |
| Services -> Contact Center -> Settings |
| |
| Step 2: Click "Licenses" tab |
| |
| Step 3: Document current license allocation: |
| |
| License Type | Entitled | Consumed | Available |
| ----------------------+----------+----------+------------- |
| Standard Agent | ________ | ________ | ________ |
| Premium Agent | ________ | ________ | ________ |
| Supervisor | ________ | ________ | ________ |
| |
| Step 4: Verify minimum requirements for AI features: |
| [ ] At least 1 Premium Agent license available |
| (Premium required for AI Agent features) |
| |
| [!]️ CHECKPOINT: |
| Expected: Premium Agent licenses > 0 available |
| If insufficient: Contact Cisco account team for licensing |
| |
| Step 5: Verify Virtual Agent entitlement: |
| a. Navigate to: Features -> Virtual Agent |
| b. Verify "Create Virtual Agent" button is enabled |
| c. If disabled, check subscription includes AI features |
| |
| [OK] VERIFICATION COMPLETE when Premium licenses available and |
| Virtual Agent feature accessible |
| |
+-----------------------------------------------------------------------------+
Procedure: Verify GCP Billing¶
+-----------------------------------------------------------------------------+
| PROCEDURE 1.2.2: VERIFY GCP BILLING ACCOUNT |
+-----------------------------------------------------------------------------+
| |
| Step 1: In GCP Console, navigate to: |
| Navigation Menu (☰) -> Billing |
| |
| Step 2: Verify billing account exists: |
| a. Look for billing account in the list |
| b. Note the billing account name: _______________________ |
| c. Note the billing account ID: _______________________ |
| |
| Step 3: Verify billing account is active: |
| a. Click on the billing account name |
| b. Verify status shows "Active" (green indicator) |
| c. Verify payment method is configured |
| |
| Step 4: Verify you have billing permissions: |
| a. Click "Account management" in left panel |
| b. Verify you can view billing details |
| c. Verify role: "Billing Account User" or higher |
| |
| [!]️ CHECKPOINT: |
| Expected: Active billing account with valid payment method |
| If missing: Contact finance team to set up GCP billing |
| |
| NOTE: Dialogflow CX pricing is consumption-based: |
| - ~$0.007 per text request |
| - ~$0.001 per second of audio (voice) |
| - Estimated monthly cost for Abhavtech: $500-1,500 |
| |
| [OK] VERIFICATION COMPLETE when billing account active and accessible |
| |
+-----------------------------------------------------------------------------+
1.3 Network & Connectivity Requirements¶
Procedure: Verify Network Connectivity¶
+-----------------------------------------------------------------------------+
| PROCEDURE 1.3.1: VERIFY NETWORK REQUIREMENTS |
+-----------------------------------------------------------------------------+
| |
| The following endpoints must be accessible from WxCC: |
| |
| DIALOGFLOW CX ENDPOINTS: |
| ------------------------------------------------------------------------- |
| | Endpoint | Port | Protocol | Purpose |
| |---------------------------------------|------|----------|--------------|
| | dialogflow.googleapis.com | 443 | HTTPS | API calls |
| | asia-south1-dialogflow.googleapis.com | 443 | HTTPS | Regional API |
| | storage.googleapis.com | 443 | HTTPS | Audio files |
| | oauth2.googleapis.com | 443 | HTTPS | Auth |
| |
| WEBHOOK ENDPOINTS (if self-hosted): |
| ------------------------------------------------------------------------- |
| | Endpoint | Port | Protocol | Purpose |
| |---------------------------------------|------|----------|--------------|
| | api.abhavtech.com | 443 | HTTPS | Fulfillment |
| |
| Step 1: Verify firewall rules allow outbound HTTPS (443) to: |
| [ ] *.googleapis.com |
| [ ] *.google.com |
| |
| Step 2: If using corporate proxy, ensure: |
| [ ] Proxy supports HTTPS inspection bypass for Google domains |
| [ ] Certificate pinning is not blocking Google APIs |
| |
| Step 3: Test connectivity (from admin workstation): |
| Open command prompt/terminal and run: |
| |
| curl -I https://dialogflow.googleapis.com |
| |
| Expected response: HTTP/2 404 (API requires auth, but |
| connectivity confirmed) |
| |
| [!]️ CHECKPOINT: |
| Expected: Successful HTTPS connection to Google APIs |
| If blocked: Work with network team to allow Google API endpoints |
| |
| [OK] VERIFICATION COMPLETE when connectivity test successful |
| |
+-----------------------------------------------------------------------------+
SECTION 2: WEBEX CONTROL HUB - AI AGENT CONFIGURATION¶
2.1 Creating a Webex AI Agent¶
Procedure: Create New Virtual Agent¶
+-----------------------------------------------------------------------------+
| PROCEDURE 2.1.1: CREATE WEBEX AI AGENT |
+-----------------------------------------------------------------------------+
| |
| Estimated Time: 15 minutes |
| Prerequisites: Procedures 1.1.1 and 1.2.1 completed successfully |
| |
| ======================================================================= |
| |
| Step 1: Navigate to Virtual Agent Management |
| ------------------------------------------------------------------------- |
| a. Log into Control Hub: https://admin.webex.com |
| b. Click "Services" in left navigation |
| c. Click "Contact Center" |
| d. In left panel, click "Features" |
| e. Click "Virtual Agent" |
| |
| [Screenshot placeholder: Control Hub - Virtual Agent list] |
| |
| Step 2: Initiate Agent Creation |
| ------------------------------------------------------------------------- |
| a. Click "+ Create Virtual Agent" button (top-right) |
| b. Creation wizard opens |
| |
| Step 3: Select Agent Type |
| ------------------------------------------------------------------------- |
| a. In the "Agent Type" selection screen: |
| O Scripted |
| * Scripted with NLU <- SELECT THIS |
| O Dialogflow CX |
| O Dialogflow ES |
| b. Click "Next" |
| |
| Step 4: Configure Basic Information |
| ------------------------------------------------------------------------- |
| a. Enter the following values: |
| |
| Field | Value |
| ---------------------+---------------------------------------- |
| Name | Abhi_Simple_VA |
| Description | Simple voice IVR agent for basic |
| | intents - hours, callbacks, surveys |
| |
| b. Click "Next" |
| |
| Step 5: Configure Language Settings |
| ------------------------------------------------------------------------- |
| a. Primary Language: Select "English (United States) - en-US" |
| b. Additional Languages: Leave unchecked for now |
| (Hindi will be handled by Dialogflow CX) |
| c. Click "Next" |
| |
| Step 6: Configure Voice Settings |
| ------------------------------------------------------------------------- |
| a. Voice Selection: |
| - Click dropdown under "English (US)" |
| - Select "en-US-Neural2-J" (Male voice) |
| - Click [>] preview button to hear sample |
| |
| b. Voice Parameters: |
| Field | Value |
| ---------------------+---------------------------------------- |
| Speaking Rate | 1.0 (default) |
| Pitch | 0 (default) |
| |
| c. Click "Next" |
| |
| Step 7: Configure Conversation Settings |
| ------------------------------------------------------------------------- |
| a. Enter the following values: |
| |
| Field | Value | Notes |
| --------------------------+--------+-------------------------- |
| No-Input Timeout | 5 | seconds |
| Speech Complete Timeout | 2 | seconds |
| Max No-Input Retries | 3 | before escalation |
| Max No-Match Retries | 3 | before escalation |
| Barge-In | * On | allow interruption |
| DTMF Collection | * On | accept keypad input |
| Inter-digit Timeout | 3 | seconds |
| |
| b. Click "Next" |
| |
| Step 8: Configure Advanced Settings |
| ------------------------------------------------------------------------- |
| a. Enter the following values: |
| |
| Field | Value |
| --------------------------+---------------------------------- |
| Confidence Threshold | 0.6 |
| Logging Level | Standard |
| Session Timeout | 300 (seconds) |
| Enable Analytics | [x] Checked |
| |
| b. Click "Create" |
| |
| Step 9: Verify Creation |
| ------------------------------------------------------------------------- |
| a. Wait for "Virtual Agent created successfully" message |
| b. Verify "Abhi_Simple_VA" appears in the Virtual Agent list |
| c. Status should show "Draft" (no intents configured yet) |
| |
| [!]️ CHECKPOINT: |
| Expected: Agent "Abhi_Simple_VA" visible in list with "Draft" status |
| If error: Note error message and check prerequisites |
| |
| [OK] PROCEDURE COMPLETE - Continue to Procedure 2.2.1 |
| |
+-----------------------------------------------------------------------------+
2.2 Configuring Intents¶
Procedure: Create Intent - greeting.hello¶
+-----------------------------------------------------------------------------+
| PROCEDURE 2.2.1: CREATE INTENT - greeting.hello |
+-----------------------------------------------------------------------------+
| |
| Estimated Time: 10 minutes |
| Prerequisites: Procedure 2.1.1 completed |
| |
| ======================================================================= |
| |
| Step 1: Open Agent for Editing |
| ------------------------------------------------------------------------- |
| a. In Virtual Agent list, click "Abhi_Simple_VA" |
| b. Agent configuration page opens |
| c. Click "Intents" tab |
| |
| Step 2: Create New Intent |
| ------------------------------------------------------------------------- |
| a. Click "+ Add Intent" button |
| b. Intent creation form opens |
| |
| Step 3: Configure Intent Details |
| ------------------------------------------------------------------------- |
| a. Enter basic information: |
| |
| Field | Value |
| ---------------------+---------------------------------------- |
| Intent Name | greeting.hello |
| Description | Welcome and initial greeting |
| Priority | Normal |
| |
| Step 4: Add Training Phrases |
| ------------------------------------------------------------------------- |
| a. In "Training Phrases" section, click "+ Add Phrase" |
| b. Add each phrase below (press Enter after each): |
| |
| Training Phrase # | Text |
| ---------------------+---------------------------------------- |
| 1 | Hello |
| 2 | Hi |
| 3 | Hey |
| 4 | Good morning |
| 5 | Good afternoon |
| 6 | Good evening |
| 7 | Hi there |
| 8 | Hello there |
| 9 | Hey there |
| 10 | Greetings |
| 11 | I need help |
| 12 | Can you help me |
| 13 | I'm calling about |
| 14 | I have a question |
| 15 | Is anyone there |
| |
| c. Verify all 15 phrases appear in the list |
| |
| Step 5: Configure Response |
| ------------------------------------------------------------------------- |
| a. Scroll to "Response" section |
| b. Select Response Type: * Text-to-Speech |
| c. In the text box, enter: |
| |
| +-------------------------------------------------------------+ |
| | Hello! Welcome to Abhavtech. I'm Abhi, your virtual | |
| | assistant. | |
| | | |
| | I can help you with business hours and locations, request | |
| | a callback, or connect you to one of our team members. | |
| | | |
| | How can I help you today? | |
| +-------------------------------------------------------------+ |
| |
| Step 6: Configure Follow-up Action |
| ------------------------------------------------------------------------- |
| a. In "Follow-up Action" section: |
| * Listen for next input <- SELECT THIS |
| O End conversation |
| O Transfer to flow |
| |
| Step 7: Save Intent |
| ------------------------------------------------------------------------- |
| a. Click "Save" button |
| b. Wait for "Intent saved successfully" message |
| c. Intent appears in the intent list |
| |
| [!]️ CHECKPOINT: |
| Expected: "greeting.hello" intent visible with 15 training phrases |
| If error: Verify all required fields are completed |
| |
| [OK] PROCEDURE COMPLETE - Continue to Procedure 2.2.2 |
| |
+-----------------------------------------------------------------------------+
Procedure: Create Intent - hours.location¶
+-----------------------------------------------------------------------------+
| PROCEDURE 2.2.2: CREATE INTENT - hours.location |
+-----------------------------------------------------------------------------+
| |
| Estimated Time: 10 minutes |
| Prerequisites: Procedure 2.2.1 completed |
| |
| ======================================================================= |
| |
| Step 1: Create New Intent |
| ------------------------------------------------------------------------- |
| a. In Intents tab, click "+ Add Intent" |
| |
| Step 2: Configure Intent Details |
| ------------------------------------------------------------------------- |
| Field | Value |
| ---------------------+---------------------------------------- |
| Intent Name | hours.location |
| Description | Business hours and office location |
| Priority | Normal |
| |
| Step 3: Add Training Phrases (20 total) |
| ------------------------------------------------------------------------- |
| |
| Hours-related (10): |
| 1. What are your hours |
| 2. What time do you open |
| 3. What time do you close |
| 4. Are you open now |
| 5. Business hours |
| 6. When are you open |
| 7. Operating hours |
| 8. What are your working hours |
| 9. Are you open on weekends |
| 10. Are you open on Sunday |
| |
| Location-related (10): |
| 11. Where are you located |
| 12. What is your address |
| 13. Office location |
| 14. Where is your office |
| 15. How do I get to your office |
| 16. Directions to your office |
| 17. Office address |
| 18. Location please |
| 19. Where are you |
| 20. What city are you in |
| |
| Step 4: Configure Response |
| ------------------------------------------------------------------------- |
| Response Type: * Text-to-Speech |
| |
| +-------------------------------------------------------------+ |
| | Our main support center in Mumbai is available 24 hours | |
| | a day, 7 days a week. | |
| | | |
| | Our regional offices operate Monday through Friday: | |
| | India offices: 9 AM to 9 PM Indian Standard Time. | |
| | London office: 9 AM to 6 PM British Time. | |
| | New Jersey office: 9 AM to 6 PM Eastern Time. | |
| | | |
| | Our headquarters is located in Mumbai, India. | |
| | | |
| | Is there anything else I can help you with? | |
| +-------------------------------------------------------------+ |
| |
| Step 5: Configure Follow-up Action |
| ------------------------------------------------------------------------- |
| * Listen for next input |
| |
| Step 6: Mark as Contained |
| ------------------------------------------------------------------------- |
| a. Check: [x] Mark as contained (self-service complete) |
| (This flags the interaction for containment analytics) |
| |
| Step 7: Save Intent |
| ------------------------------------------------------------------------- |
| a. Click "Save" |
| |
| [!]️ CHECKPOINT: |
| Expected: "hours.location" intent with 20 phrases and containment |
| |
| [OK] PROCEDURE COMPLETE - Continue to Procedure 2.2.3 |
| |
+-----------------------------------------------------------------------------+
Procedure: Create Intent - callback.request¶
+-----------------------------------------------------------------------------+
| PROCEDURE 2.2.3: CREATE INTENT - callback.request |
+-----------------------------------------------------------------------------+
| |
| Estimated Time: 10 minutes |
| |
| ======================================================================= |
| |
| Step 1: Create New Intent |
| ------------------------------------------------------------------------- |
| Field | Value |
| ---------------------+---------------------------------------- |
| Intent Name | callback.request |
| Description | Customer requests a callback |
| Priority | High |
| |
| Step 2: Add Training Phrases (18 total) |
| ------------------------------------------------------------------------- |
| 1. Call me back |
| 2. Request a callback |
| 3. I want a callback |
| 4. Can you call me back |
| 5. Please call me back |
| 6. I'd like a callback |
| 7. Schedule a callback |
| 8. Callback please |
| 9. I don't want to wait |
| 10. Rather than wait can you call me |
| 11. Have someone call me |
| 12. Get someone to call me |
| 13. Don't want to hold |
| 14. Too long to wait |
| 15. I'll take a callback |
| 16. Put me on the callback list |
| 17. Call me instead |
| 18. Ring me back |
| |
| Step 3: Configure Response |
| ------------------------------------------------------------------------- |
| +-------------------------------------------------------------+ |
| | I'll arrange for one of our team members to call you back.| |
| | We'll call you at the number you're calling from. | |
| | Is that okay? | |
| +-------------------------------------------------------------+ |
| |
| Step 4: Configure Follow-up Action |
| ------------------------------------------------------------------------- |
| a. Select: O Transfer to flow |
| b. Flow Selection: Callback_Flow_v1 |
| c. Variables to pass: |
| - callback_requested = true |
| - callback_number = {{ANI}} |
| |
| Step 5: Mark as Contained |
| ------------------------------------------------------------------------- |
| [x] Mark as contained |
| |
| Step 6: Save Intent |
| ------------------------------------------------------------------------- |
| Click "Save" |
| |
| [OK] PROCEDURE COMPLETE - Continue to Procedure 2.2.4 |
| |
+-----------------------------------------------------------------------------+
Procedure: Create Intent - agent.handoff¶
+-----------------------------------------------------------------------------+
| PROCEDURE 2.2.4: CREATE INTENT - agent.handoff |
+-----------------------------------------------------------------------------+
| |
| Estimated Time: 10 minutes |
| |
| ======================================================================= |
| |
| Step 1: Create New Intent |
| ------------------------------------------------------------------------- |
| Field | Value |
| ---------------------+---------------------------------------- |
| Intent Name | agent.handoff |
| Description | Customer requests human agent |
| Priority | High |
| |
| Step 2: Add Training Phrases (25 total) |
| ------------------------------------------------------------------------- |
| |
| Direct requests: |
| 1. Speak to an agent |
| 2. Talk to a human |
| 3. Human please |
| 4. Agent please |
| 5. Real person |
| 6. Transfer me |
| 7. Connect me to someone |
| 8. I want to talk to a person |
| 9. Get me a representative |
| 10. Let me speak to someone |
| 11. Operator |
| 12. Representative |
| 13. Customer service |
| |
| Frustration indicators: |
| 14. I don't want to talk to a bot |
| 15. You're not helping |
| 16. This isn't working |
| 17. You don't understand |
| 18. I need a real person |
| 19. Stop, I want an agent |
| 20. Just transfer me |
| 21. Enough with the robot |
| 22. I'm done with this bot |
| |
| Polite variants: |
| 23. Could I please speak to someone |
| 24. Would it be possible to talk to a person |
| 25. May I speak with a representative |
| |
| Step 3: Configure Response |
| ------------------------------------------------------------------------- |
| +-------------------------------------------------------------+ |
| | Of course! I'll connect you with one of our team members | |
| | right away. Please hold while I transfer you. | |
| +-------------------------------------------------------------+ |
| |
| Step 4: Configure Follow-up Action |
| ------------------------------------------------------------------------- |
| a. Select: * Exit to flow with escalation |
| b. Exit Reason: agent_requested |
| c. Context Output Variables: |
| - escalation_reason = "customer_requested" |
| |
| Step 5: Save Intent |
| ------------------------------------------------------------------------- |
| Click "Save" |
| |
| [OK] PROCEDURE COMPLETE - Continue to Procedure 2.2.5 |
| |
+-----------------------------------------------------------------------------+
Procedure: Configure Fallback Intent¶
+-----------------------------------------------------------------------------+
| PROCEDURE 2.2.5: CONFIGURE FALLBACK INTENT |
+-----------------------------------------------------------------------------+
| |
| Estimated Time: 5 minutes |
| Note: Fallback is a system intent - it already exists |
| |
| ======================================================================= |
| |
| Step 1: Access Fallback Intent |
| ------------------------------------------------------------------------- |
| a. In Intents list, find "fallback.default" (system intent) |
| b. Click to edit |
| |
| Step 2: Configure Fallback Responses |
| ------------------------------------------------------------------------- |
| a. Response for Attempt 1: |
| +-------------------------------------------------------------+ |
| | I didn't quite catch that. Could you please repeat what | |
| | you need help with? You can say things like "business | |
| | hours" or "request a callback". | |
| +-------------------------------------------------------------+ |
| |
| b. Response for Attempt 2: |
| +-------------------------------------------------------------+ |
| | I'm still having trouble understanding. You can also | |
| | press 1 for Sales, 2 for Support, 3 for Billing, or 0 | |
| | to speak with an agent. | |
| +-------------------------------------------------------------+ |
| |
| c. Response for Attempt 3+ (Max retries): |
| +-------------------------------------------------------------+ |
| | Let me connect you with someone who can better assist you.| |
| | Please hold. | |
| +-------------------------------------------------------------+ |
| |
| Step 3: Configure DTMF Fallback Mapping |
| ------------------------------------------------------------------------- |
| a. Enable DTMF collection on fallback |
| b. Configure mappings: |
| |
| Key | Action | Flow Variable |
| ----+---------------------------+---------------------------- |
| 1 | Route to Sales | selected_queue = "Sales" |
| 2 | Route to Support | selected_queue = "Support" |
| 3 | Route to Billing | selected_queue = "Billing" |
| 0 | Route to Agent | selected_queue = "Support" |
| * | Repeat menu | (replay prompt) |
| |
| Step 4: Configure Max Retries Action |
| ------------------------------------------------------------------------- |
| After max retries: * Exit to flow with escalation |
| Exit Reason: max_retries_exceeded |
| |
| Step 5: Save Changes |
| ------------------------------------------------------------------------- |
| Click "Save" |
| |
| [OK] PROCEDURE COMPLETE - All intents configured |
| |
+-----------------------------------------------------------------------------+
2.4 Testing the Webex AI Agent¶
Procedure: Test Agent in Simulator¶
+-----------------------------------------------------------------------------+
| PROCEDURE 2.4.1: TEST WEBEX AI AGENT IN SIMULATOR |
+-----------------------------------------------------------------------------+
| |
| Estimated Time: 15 minutes |
| Prerequisites: All intents configured (Procedures 2.2.1-2.2.5) |
| |
| ======================================================================= |
| |
| Step 1: Access Simulator |
| ------------------------------------------------------------------------- |
| a. In Virtual Agent configuration page |
| b. Click "Test" button (top-right) |
| c. Simulator panel opens on right side |
| |
| Step 2: Test greeting.hello Intent |
| ------------------------------------------------------------------------- |
| a. In text input, type: Hello |
| b. Press Enter |
| c. Verify response matches expected greeting |
| |
| Expected Response: |
| "Hello! Welcome to Abhavtech. I'm Abhi..." |
| |
| [ ] PASS [ ] FAIL |
| |
| Step 3: Test hours.location Intent |
| ------------------------------------------------------------------------- |
| a. Type: What are your business hours |
| b. Press Enter |
| c. Verify hours/location response |
| |
| Expected Response: |
| "Our main support center in Mumbai..." |
| |
| [ ] PASS [ ] FAIL |
| |
| Step 4: Test callback.request Intent |
| ------------------------------------------------------------------------- |
| a. Type: I want a callback |
| b. Press Enter |
| c. Verify callback confirmation response |
| |
| Expected Response: |
| "I'll arrange for one of our team members..." |
| |
| [ ] PASS [ ] FAIL |
| |
| Step 5: Test agent.handoff Intent |
| ------------------------------------------------------------------------- |
| a. Click "Reset" to start new session |
| b. Type: I want to speak to a human |
| c. Press Enter |
| d. Verify handoff response |
| |
| Expected Response: |
| "Of course! I'll connect you..." |
| Exit Reason: agent_requested |
| |
| [ ] PASS [ ] FAIL |
| |
| Step 6: Test Fallback Behavior |
| ------------------------------------------------------------------------- |
| a. Click "Reset" |
| b. Type: asdfghjkl (gibberish) |
| c. Press Enter |
| d. Verify fallback response |
| |
| Expected Response: |
| "I didn't quite catch that..." |
| |
| [ ] PASS [ ] FAIL |
| |
| Step 7: Document Test Results |
| ------------------------------------------------------------------------- |
| |
| Test Summary: |
| | Intent | Status | Notes | |
| |---------------------|--------|----------------------------| |
| | greeting.hello | | | |
| | hours.location | | | |
| | callback.request | | | |
| | agent.handoff | | | |
| | fallback.default | | | |
| |
| [!]️ CHECKPOINT: |
| Expected: All 5 tests PASS |
| If failures: Review intent configuration and training phrases |
| |
| Step 8: Publish Agent |
| ------------------------------------------------------------------------- |
| a. Close simulator |
| b. Click "Publish" button |
| c. Confirm publication |
| d. Status changes from "Draft" to "Published" |
| |
| [OK] PROCEDURE COMPLETE - Webex AI Agent ready for flow integration |
| |
+-----------------------------------------------------------------------------+
SECTION 3: GOOGLE CLOUD PLATFORM - PROJECT SETUP¶
3.1 Creating a GCP Project¶
Procedure: Create New GCP Project¶
+-----------------------------------------------------------------------------+
| PROCEDURE 3.1.1: CREATE GCP PROJECT FOR DIALOGFLOW CX |
+-----------------------------------------------------------------------------+
| |
| Estimated Time: 10 minutes |
| Prerequisites: Procedure 1.1.2 completed (GCP access verified) |
| |
| Project Details: |
| ------------------------------------------------------------------------- |
| Project Name: Abhavtech WxCC AI |
| Project ID: abhavtech-wxcc-ai |
| Region: asia-south1 (Mumbai) |
| Purpose: Dialogflow CX Virtual Agent |
| |
| ======================================================================= |
| |
| Step 1: Navigate to Project Creation |
| ------------------------------------------------------------------------- |
| a. Open browser: https://console.cloud.google.com |
| b. Log in with your GCP credentials |
| c. Click the project dropdown (top navigation bar) |
| d. Click "NEW PROJECT" button (top-right of popup) |
| |
| [Screenshot placeholder: GCP Console - New Project button] |
| |
| Step 2: Configure Project Details |
| ------------------------------------------------------------------------- |
| a. Project name: Abhavtech WxCC AI |
| b. Project ID: Click "EDIT" and enter: abhavtech-wxcc-ai |
| |
| [!]️ IMPORTANT: Project ID must be globally unique. |
| If "abhavtech-wxcc-ai" is taken, append a number: |
| e.g., abhavtech-wxcc-ai-001 |
| |
| c. Organization: Select "abhavtech.com" from dropdown |
| d. Location: Select appropriate folder or leave as organization |
| |
| Field | Value |
| -----------------+------------------------------------------ |
| Project name | Abhavtech WxCC AI |
| Project ID | abhavtech-wxcc-ai |
| Organization | abhavtech.com |
| Location | abhavtech.com (or specific folder) |
| |
| Step 3: Create Project |
| ------------------------------------------------------------------------- |
| a. Click "CREATE" button |
| b. Wait for project creation (30-60 seconds) |
| c. Notification appears: "Create Project: Abhavtech WxCC AI" |
| d. Click "SELECT PROJECT" in the notification |
| |
| Step 4: Link Billing Account |
| ------------------------------------------------------------------------- |
| a. After project loads, you may see "This project has no |
| billing account" warning |
| b. Click "Link a billing account" |
| c. Select your billing account from the dropdown |
| d. Click "SET ACCOUNT" |
| |
| OR navigate manually: |
| a. Click Navigation Menu (☰) |
| b. Click "Billing" |
| c. Click "LINK A BILLING ACCOUNT" |
| d. Select billing account |
| e. Click "SET ACCOUNT" |
| |
| Step 5: Verify Project Creation |
| ------------------------------------------------------------------------- |
| a. Click project dropdown (top navigation) |
| b. Verify "Abhavtech WxCC AI" appears in project list |
| c. Verify project ID shows as "abhavtech-wxcc-ai" |
| |
| [!]️ CHECKPOINT: |
| Expected: Project created with billing linked |
| Verify: Project dropdown shows "Abhavtech WxCC AI" |
| |
| Step 6: Record Project Information |
| ------------------------------------------------------------------------- |
| Document for future reference: |
| |
| Project Name: _______________________________ |
| Project ID: _______________________________ |
| Project Number: _______________________________ |
| (Find project number in Project settings) |
| |
| [OK] PROCEDURE COMPLETE - Continue to Procedure 3.2.1 |
| |
+-----------------------------------------------------------------------------+
3.2 Enabling Required APIs¶
Procedure: Enable Dialogflow CX API¶
+-----------------------------------------------------------------------------+
| PROCEDURE 3.2.1: ENABLE REQUIRED GOOGLE CLOUD APIS |
+-----------------------------------------------------------------------------+
| |
| Estimated Time: 5 minutes |
| Prerequisites: Procedure 3.1.1 completed |
| |
| Required APIs: |
| ------------------------------------------------------------------------- |
| 1. Dialogflow API |
| 2. Cloud Speech-to-Text API |
| 3. Cloud Text-to-Speech API |
| 4. Cloud Functions API (for webhooks) |
| 5. Cloud Run API (alternative for webhooks) |
| |
| ======================================================================= |
| |
| Step 1: Navigate to API Library |
| ------------------------------------------------------------------------- |
| a. Ensure "Abhavtech WxCC AI" project is selected |
| b. Click Navigation Menu (☰) |
| c. Navigate to: APIs & Services -> Library |
| |
| [Screenshot placeholder: GCP Console - API Library] |
| |
| Step 2: Enable Dialogflow API |
| ------------------------------------------------------------------------- |
| a. In search box, type: Dialogflow API |
| b. Click "Dialogflow API" in results |
| c. Click "ENABLE" button |
| d. Wait for API to enable (10-30 seconds) |
| e. "API enabled" confirmation appears |
| |
| [ ] Dialogflow API enabled |
| |
| Step 3: Enable Speech-to-Text API |
| ------------------------------------------------------------------------- |
| a. Click "APIs & Services" in breadcrumb to return to Library |
| b. Search for: Cloud Speech-to-Text API |
| c. Click the result |
| d. Click "ENABLE" |
| e. Wait for confirmation |
| |
| [ ] Cloud Speech-to-Text API enabled |
| |
| Step 4: Enable Text-to-Speech API |
| ------------------------------------------------------------------------- |
| a. Return to API Library |
| b. Search for: Cloud Text-to-Speech API |
| c. Click the result |
| d. Click "ENABLE" |
| e. Wait for confirmation |
| |
| [ ] Cloud Text-to-Speech API enabled |
| |
| Step 5: Enable Cloud Functions API |
| ------------------------------------------------------------------------- |
| a. Return to API Library |
| b. Search for: Cloud Functions API |
| c. Click the result |
| d. Click "ENABLE" |
| e. Wait for confirmation |
| |
| [ ] Cloud Functions API enabled |
| |
| Step 6: Enable Cloud Build API (required for Cloud Functions) |
| ------------------------------------------------------------------------- |
| a. Return to API Library |
| b. Search for: Cloud Build API |
| c. Click the result |
| d. Click "ENABLE" |
| |
| [ ] Cloud Build API enabled |
| |
| Step 7: Verify All APIs Enabled |
| ------------------------------------------------------------------------- |
| a. Navigate to: APIs & Services -> Enabled APIs & services |
| b. Verify all 5 APIs appear in the enabled list: |
| |
| [ ] Dialogflow API |
| [ ] Cloud Speech-to-Text API |
| [ ] Cloud Text-to-Speech API |
| [ ] Cloud Functions API |
| [ ] Cloud Build API |
| |
| [!]️ CHECKPOINT: |
| Expected: All 5 APIs show "Enabled" status |
| If any missing: Repeat enable steps for that API |
| |
| [OK] PROCEDURE COMPLETE - Continue to Procedure 3.3.1 |
| |
+-----------------------------------------------------------------------------+
3.3 Creating a Service Account¶
Procedure: Create Service Account for WxCC Integration¶
+-----------------------------------------------------------------------------+
| PROCEDURE 3.3.1: CREATE SERVICE ACCOUNT FOR CCAI CONNECTOR |
+-----------------------------------------------------------------------------+
| |
| Estimated Time: 10 minutes |
| Prerequisites: Procedure 3.2.1 completed |
| |
| Service Account Details: |
| ------------------------------------------------------------------------- |
| Name: WxCC CCAI Connector |
| ID: wxcc-ccai-connector |
| Purpose: Allow WxCC to authenticate with Dialogflow CX |
| |
| ======================================================================= |
| |
| Step 1: Navigate to Service Accounts |
| ------------------------------------------------------------------------- |
| a. Ensure "Abhavtech WxCC AI" project is selected |
| b. Click Navigation Menu (☰) |
| c. Navigate to: IAM & Admin -> Service Accounts |
| |
| [Screenshot placeholder: GCP Console - Service Accounts] |
| |
| Step 2: Create Service Account |
| ------------------------------------------------------------------------- |
| a. Click "+ CREATE SERVICE ACCOUNT" (top of page) |
| b. Service account creation wizard opens |
| |
| Step 3: Configure Service Account Details (Step 1 of 3) |
| ------------------------------------------------------------------------- |
| a. Enter the following: |
| |
| Field | Value |
| -------------------------+---------------------------------- |
| Service account name | WxCC CCAI Connector |
| Service account ID | wxcc-ccai-connector |
| | (auto-generated from name) |
| Description | Service account for Webex Contact |
| | Center CCAI integration |
| |
| b. Note the generated email address: |
| wxcc-ccai-connector@abhavtech-wxcc-ai.iam.gserviceaccount.com |
| |
| c. Click "CREATE AND CONTINUE" |
| |
| Step 4: Grant Service Account Access (Step 2 of 3) |
| ------------------------------------------------------------------------- |
| a. Click "Select a role" dropdown |
| b. Search for and select: "Dialogflow API Admin" |
| c. Click "+ ADD ANOTHER ROLE" |
| d. Search for and select: "Dialogflow API Client" |
| |
| Required Roles: |
| [ ] Dialogflow API Admin |
| [ ] Dialogflow API Client |
| |
| e. Click "CONTINUE" |
| |
| Step 5: Grant Users Access (Step 3 of 3) |
| ------------------------------------------------------------------------- |
| a. This step is optional for our use case |
| b. Click "DONE" |
| |
| Step 6: Verify Service Account Created |
| ------------------------------------------------------------------------- |
| a. Service account appears in the list |
| b. Verify email: wxcc-ccai-connector@abhavtech-wxcc-ai.iam... |
| |
| [!]️ CHECKPOINT: |
| Expected: Service account visible in list with correct roles |
| |
| Step 7: Record Service Account Information |
| ------------------------------------------------------------------------- |
| Document for WxCC configuration: |
| |
| Service Account Email: ___________________________________ |
| (Full email including @...iam.gserviceaccount.com) |
| |
| [OK] PROCEDURE COMPLETE - Continue to Procedure 3.5.1 |
| |
+-----------------------------------------------------------------------------+
3.5 Generating Service Account Key¶
Procedure: Generate and Download JSON Key¶
+-----------------------------------------------------------------------------+
| PROCEDURE 3.5.1: GENERATE SERVICE ACCOUNT KEY |
+-----------------------------------------------------------------------------+
| |
| Estimated Time: 5 minutes |
| Prerequisites: Procedure 3.3.1 completed |
| |
| [!]️ SECURITY WARNING: |
| ------------------------------------------------------------------------- |
| The JSON key file contains sensitive credentials. Handle with care: |
| * Download only to secure, encrypted storage |
| * Never commit to version control (git) |
| * Never share via email or chat |
| * Store in secure credential management system |
| |
| ======================================================================= |
| |
| Step 1: Navigate to Service Account |
| ------------------------------------------------------------------------- |
| a. Go to: IAM & Admin -> Service Accounts |
| b. Click on "wxcc-ccai-connector" service account |
| |
| Step 2: Navigate to Keys Tab |
| ------------------------------------------------------------------------- |
| a. Click "KEYS" tab (top of page) |
| b. Current keys (if any) are displayed |
| |
| Step 3: Create New Key |
| ------------------------------------------------------------------------- |
| a. Click "ADD KEY" dropdown |
| b. Select "Create new key" |
| c. Key type dialog opens |
| |
| Step 4: Select Key Type |
| ------------------------------------------------------------------------- |
| a. Select: * JSON (recommended) |
| (Do NOT select P12) |
| b. Click "CREATE" |
| |
| Step 5: Download Key File |
| ------------------------------------------------------------------------- |
| a. JSON key file automatically downloads |
| b. Filename format: abhavtech-wxcc-ai-[key-id].json |
| c. Browser shows "Private key saved to your computer" |
| |
| [!]️ This is the ONLY time you can download this key. |
| If lost, you must create a new key. |
| |
| Step 6: Secure the Key File |
| ------------------------------------------------------------------------- |
| a. Move file from Downloads to secure location |
| b. Rename to: abhavtech-wxcc-ccai-key.json |
| c. Recommended storage: |
| - Corporate password manager (e.g., 1Password, Vault) |
| - Encrypted USB drive for offline backup |
| - AWS Secrets Manager / Azure Key Vault / GCP Secret Manager |
| |
| Step 7: Verify Key Contents |
| ------------------------------------------------------------------------- |
| Open JSON file in text editor and verify it contains: |
| |
| { |
| "type": "service_account", |
| "project_id": "abhavtech-wxcc-ai", |
| "private_key_id": "...", |
| "private_key": "-----BEGIN PRIVATE KEY-----\n...", |
| "client_email": "wxcc-ccai-connector@abhavtech-wxcc-ai...", |
| "client_id": "...", |
| "auth_uri": "https://accounts.google.com/o/oauth2/auth", |
| "token_uri": "https://oauth2.googleapis.com/token", |
| ... |
| } |
| |
| [!]️ CHECKPOINT: |
| Expected: JSON file downloaded and contains all required fields |
| If download failed: Repeat from Step 3 |
| |
| Step 8: Record Key Information |
| ------------------------------------------------------------------------- |
| Document (do NOT record the private key itself): |
| |
| Key ID: _______________________________ |
| Created Date: _______________________________ |
| Storage Location: _______________________________ |
| |
| [OK] PROCEDURE COMPLETE - Key ready for WxCC CCAI Connector configuration |
| |
+-----------------------------------------------------------------------------+
SECTION 4: DIALOGFLOW CX - AGENT CREATION¶
4.1 Creating a Dialogflow CX Agent¶
Procedure: Create Dialogflow CX Agent¶
+-----------------------------------------------------------------------------+
| PROCEDURE 4.1.1: CREATE DIALOGFLOW CX AGENT |
+-----------------------------------------------------------------------------+
| |
| Estimated Time: 15 minutes |
| Prerequisites: Section 3 procedures completed |
| |
| Agent Details: |
| ------------------------------------------------------------------------- |
| Display Name: Abhi VA |
| Location: asia-south1 (Mumbai) |
| Default Language: English (en) |
| Time Zone: Asia/Kolkata (IST) |
| |
| ======================================================================= |
| |
| Step 1: Navigate to Dialogflow CX Console |
| ------------------------------------------------------------------------- |
| a. Open browser: https://dialogflow.cloud.google.com/cx |
| b. Sign in with your GCP account |
| c. Select project: "Abhavtech WxCC AI" from dropdown |
| |
| Alternative navigation from GCP Console: |
| a. Navigation Menu (☰) -> Artificial Intelligence -> Dialogflow CX |
| |
| [Screenshot placeholder: Dialogflow CX Console - Agent List] |
| |
| Step 2: Initiate Agent Creation |
| ------------------------------------------------------------------------- |
| a. Click "Create agent" button |
| b. Agent creation dialog opens |
| |
| Step 3: Configure Agent Basics |
| ------------------------------------------------------------------------- |
| a. Enter the following values: |
| |
| Field | Value |
| -------------------+----------------------------------------- |
| Display name | Abhi VA |
| Location | asia-south1 (Mumbai, India) |
| |
| [!]️ IMPORTANT: Location cannot be changed after creation. |
| Select asia-south1 for India data residency compliance. |
| |
| Step 4: Configure Language Settings |
| ------------------------------------------------------------------------- |
| a. Default language: English - en |
| b. Time zone: (GMT+5:30) Asia/Kolkata |
| |
| NOTE: Additional languages (Hindi) will be added after creation |
| |
| Step 5: Create Agent |
| ------------------------------------------------------------------------- |
| a. Click "Create" button |
| b. Wait for agent creation (30-60 seconds) |
| c. Agent opens in Dialogflow CX Console |
| |
| Step 6: Verify Agent Creation |
| ------------------------------------------------------------------------- |
| Verify the following in the Dialogflow CX Console: |
| |
| [ ] Agent name "Abhi VA" appears in header |
| [ ] Location shows "asia-south1" |
| [ ] Default Start Flow is created |
| [ ] Build and Manage sections visible in left panel |
| |
| [!]️ CHECKPOINT: |
| Expected: Agent created in asia-south1 region |
| If wrong region: Delete agent and recreate with correct region |
| |
| Step 7: Record Agent Information |
| ------------------------------------------------------------------------- |
| Document for WxCC configuration: |
| |
| Agent Display Name: _______________________________ |
| Agent ID: _______________________________ |
| Location: _______________________________ |
| |
| To find Agent ID: |
| a. Click Agent Settings (gear icon) |
| b. Agent ID is shown in the settings panel |
| |
| [OK] PROCEDURE COMPLETE - Continue to Procedure 4.2.1 |
| |
+-----------------------------------------------------------------------------+
4.2 Configuring Agent Settings¶
Procedure: Configure Agent Settings¶
+-----------------------------------------------------------------------------+
| PROCEDURE 4.2.1: CONFIGURE DIALOGFLOW CX AGENT SETTINGS |
+-----------------------------------------------------------------------------+
| |
| Estimated Time: 10 minutes |
| |
| ======================================================================= |
| |
| Step 1: Access Agent Settings |
| ------------------------------------------------------------------------- |
| a. In Dialogflow CX Console, with agent open |
| b. Click gear icon (⚙️) next to agent name |
| c. Settings panel opens |
| |
| Step 2: Configure General Settings |
| ------------------------------------------------------------------------- |
| a. Navigate to: General -> General |
| b. Configure: |
| |
| Field | Value |
| -------------------------+---------------------------------- |
| Display name | Abhi VA (no change) |
| Default language | en (English) |
| Time zone | Asia/Kolkata |
| Description | Abhavtech Virtual Agent for |
| | complex interactions |
| |
| Step 3: Add Hindi Language Support |
| ------------------------------------------------------------------------- |
| a. Navigate to: General -> Languages |
| b. Click "+ Add language" |
| c. Select: Hindi (hi) |
| d. Click "Save" |
| |
| Enabled Languages: |
| [ ] English (en) - Default |
| [ ] Hindi (hi) |
| |
| Step 4: Configure Speech Settings |
| ------------------------------------------------------------------------- |
| a. Navigate to: Speech and IVR -> Speech settings |
| b. Configure: |
| |
| Field | Value |
| ------------------------------+------------------------------- |
| Speech model | phone_call (enhanced) |
| Enable speech adaptation | [x] Enabled |
| Audio encoding | AUDIO_ENCODING_LINEAR_16 |
| Sample rate | 8000 Hz (telephony) |
| Enable automatic punctuation | [x] Enabled |
| |
| Step 5: Configure Text-to-Speech Settings |
| ------------------------------------------------------------------------- |
| a. Navigate to: Speech and IVR -> Synthesize speech settings |
| b. Configure for English: |
| |
| Field | Value |
| -------------------+----------------------------------------- |
| Voice name | en-IN-Neural2-A (Male, Indian English) |
| Speaking rate | 1.0 |
| Pitch | 0 |
| |
| c. Configure for Hindi: |
| Click "Add language" -> Hindi |
| |
| Field | Value |
| -------------------+----------------------------------------- |
| Voice name | hi-IN-Neural2-A (Male) |
| Speaking rate | 1.0 |
| Pitch | 0 |
| |
| Step 6: Configure Advanced Speech Settings |
| ------------------------------------------------------------------------- |
| a. Navigate to: Speech and IVR -> Advanced speech settings |
| b. Configure: |
| |
| Field | Value |
| ------------------------------+------------------------------- |
| No-speech timeout | 5 seconds |
| End of speech timeout | 2 seconds |
| Max speech length | 60 seconds |
| Barge-in | [x] Enabled |
| Enable partial responses | [x] Enabled |
| |
| Step 7: Configure Logging |
| ------------------------------------------------------------------------- |
| a. Navigate to: General -> Logging |
| b. Enable: |
| [x] Enable Cloud Logging |
| [x] Enable conversation history |
| [x] Enable interaction logging |
| |
| Step 8: Save All Settings |
| ------------------------------------------------------------------------- |
| a. Click "Save" button |
| b. Wait for confirmation |
| |
| [!]️ CHECKPOINT: |
| Expected: All settings saved, Hindi language added |
| Verify: Two languages shown in Languages section |
| |
| [OK] PROCEDURE COMPLETE - Continue to Procedure 4.3.1 |
| |
+-----------------------------------------------------------------------------+
4.3 Creating Intents¶
Procedure: Create Intent - order.status¶
+-----------------------------------------------------------------------------+
| PROCEDURE 4.3.1: CREATE INTENT - order.status |
+-----------------------------------------------------------------------------+
| |
| Estimated Time: 15 minutes |
| Prerequisites: Procedure 4.2.1 completed |
| |
| ======================================================================= |
| |
| Step 1: Navigate to Intents |
| ------------------------------------------------------------------------- |
| a. In Dialogflow CX Console, with "Abhi VA" agent open |
| b. In left panel under "Build", click "Intents" |
| c. Intents list displays (shows Default Welcome Intent, etc.) |
| |
| Step 2: Create New Intent |
| ------------------------------------------------------------------------- |
| a. Click "+ Create" button |
| b. Intent creation page opens |
| |
| Step 3: Configure Intent Name |
| ------------------------------------------------------------------------- |
| a. Display name: order.status |
| b. Description: Customer checking order status |
| |
| Step 4: Add Training Phrases |
| ------------------------------------------------------------------------- |
| a. In "Training phrases" section |
| b. Click "+ Add training phrase" |
| c. Add each phrase (press Enter after each): |
| |
| English Training Phrases (20): |
| ----------------------------------------------------------- |
| 1. What is my order status |
| 2. Check my order |
| 3. Where is my order |
| 4. Order status |
| 5. Track my order |
| 6. I want to check my order |
| 7. What happened to my order |
| 8. Has my order shipped |
| 9. When will my order arrive |
| 10. I placed an order and want to know the status |
| 11. Check order ORD-12345 |
| 12. Status of order number 12345 |
| 13. Where is order ORD-67890 |
| 14. My order hasn't arrived |
| 15. Order inquiry |
| 16. I need to track a package |
| 17. Did my order ship yet |
| 18. Check on my recent order |
| 19. Order tracking |
| 20. Is my order on the way |
| |
| Step 5: Annotate Entities in Training Phrases |
| ------------------------------------------------------------------------- |
| For phrases containing order numbers: |
| |
| a. In phrase "Check order ORD-12345": |
| - Highlight "ORD-12345" |
| - Click highlighted text |
| - Select entity: @order_number (or create new) |
| |
| b. In phrase "Status of order number 12345": |
| - Highlight "12345" |
| - Assign entity: @order_number |
| |
| c. In phrase "Where is order ORD-67890": |
| - Highlight "ORD-67890" |
| - Assign entity: @order_number |
| |
| Step 6: Add Hindi Training Phrases |
| ------------------------------------------------------------------------- |
| a. Click language dropdown (shows "en") |
| b. Select "hi" (Hindi) |
| c. Add Hindi phrases: |
| |
| Hindi Training Phrases (10): |
| ----------------------------------------------------------- |
| 1. मेरे ऑर्डर का स्टेटस क्या है |
| 2. मेरा ऑर्डर कहाँ है |
| 3. ऑर्डर स्टेटस चेक करो |
| 4. मेरा ऑर्डर ट्रैक करो |
| 5. ऑर्डर कब आएगा |
| 6. मेरा पार्सल कहाँ है |
| 7. ऑर्डर नंबर बारह तीन चार पांच का स्टेटस |
| 8. शिपमेंट का स्टेटस |
| 9. डिलीवरी कब होगी |
| 10. ऑर्डर अभी तक नहीं आया |
| |
| Step 7: Save Intent |
| ------------------------------------------------------------------------- |
| a. Click "Save" button (top of page) |
| b. Wait for "Intent saved" confirmation |
| |
| [!]️ CHECKPOINT: |
| Expected: Intent "order.status" saved with 30 training phrases |
| Verify: Intent appears in Intents list |
| |
| [OK] PROCEDURE COMPLETE - Repeat for remaining intents |
| (See Appendix 10-C for complete training phrase library) |
| |
+-----------------------------------------------------------------------------+
4.7 Configuring Webhooks¶
Procedure: Configure Webhook for Fulfillment¶
+-----------------------------------------------------------------------------+
| PROCEDURE 4.7.1: CONFIGURE DIALOGFLOW CX WEBHOOK |
+-----------------------------------------------------------------------------+
| |
| Estimated Time: 15 minutes |
| Prerequisites: Webhook endpoint deployed (see Appendix 10-B) |
| |
| Webhook Details: |
| ------------------------------------------------------------------------- |
| Name: abhavtech-fulfillment |
| URL: https://api.abhavtech.com/dialogflow/webhook |
| (OR Cloud Function URL if using GCP) |
| |
| ======================================================================= |
| |
| Step 1: Navigate to Webhooks |
| ------------------------------------------------------------------------- |
| a. In Dialogflow CX Console, with agent open |
| b. In left panel under "Manage", click "Webhooks" |
| c. Webhooks list displays |
| |
| Step 2: Create New Webhook |
| ------------------------------------------------------------------------- |
| a. Click "+ Create" button |
| b. Webhook configuration page opens |
| |
| Step 3: Configure Webhook Details |
| ------------------------------------------------------------------------- |
| a. Enter the following: |
| |
| Field | Value |
| -------------------+----------------------------------------- |
| Display name | abhavtech-fulfillment |
| Timeout | 10 seconds |
| Webhook URL | https://api.abhavtech.com/dialogflow/ |
| | webhook |
| |
| Step 4: Configure Authentication (if required) |
| ------------------------------------------------------------------------- |
| a. If webhook requires authentication: |
| - Click "Authentication" section |
| - Select authentication type: |
| |
| Option A - API Key: |
| * API key header |
| Header name: X-API-Key |
| API key: [your-api-key] |
| |
| Option B - OAuth: |
| * OAuth |
| Client ID: [client-id] |
| Client Secret: [client-secret] |
| Token URL: [token-endpoint] |
| |
| Option C - Service Account (for Google Cloud): |
| * Service agent auth header |
| (Uses Dialogflow's service account) |
| |
| Step 5: Configure Subresource (for specific use cases) |
| ------------------------------------------------------------------------- |
| a. For order lookups: |
| - Click "+ Add subresource" |
| - Tag: order_lookup |
| - URL suffix: /orders |
| - Full URL becomes: https://api.abhavtech.com/dialogflow/ |
| webhook/orders |
| |
| b. For account lookups: |
| - Click "+ Add subresource" |
| - Tag: account_lookup |
| - URL suffix: /accounts |
| |
| Step 6: Test Webhook Connection |
| ------------------------------------------------------------------------- |
| a. Click "Test webhook" button (if available) |
| b. Or save and test via simulator |
| |
| Step 7: Save Webhook |
| ------------------------------------------------------------------------- |
| a. Click "Save" button |
| b. Webhook appears in webhooks list |
| |
| Step 8: Link Webhook to Intent Fulfillment |
| ------------------------------------------------------------------------- |
| a. Navigate to the relevant page (e.g., Order Status page) |
| b. In Entry fulfillment section: |
| - Click "Add fulfillment" |
| - Select "Webhook" |
| - Select: abhavtech-fulfillment |
| - Tag: order_lookup |
| c. Save page |
| |
| [!]️ CHECKPOINT: |
| Expected: Webhook configured and linked to relevant pages |
| Test: Use simulator with order number to verify webhook call |
| |
| [OK] PROCEDURE COMPLETE |
| |
+-----------------------------------------------------------------------------+
SECTION 5: WEBEX CONTACT CENTER - CCAI CONNECTOR¶
5.1 Creating CCAI Configuration¶
Procedure: Create CCAI Connector in Control Hub¶
+-----------------------------------------------------------------------------+
| PROCEDURE 5.1.1: CREATE CCAI CONNECTOR FOR DIALOGFLOW CX |
+-----------------------------------------------------------------------------+
| |
| Estimated Time: 15 minutes |
| Prerequisites: |
| - Section 3 completed (GCP project, service account, key) |
| - Section 4 completed (Dialogflow CX agent created) |
| - Service account JSON key file available |
| |
| ======================================================================= |
| |
| Step 1: Navigate to Virtual Agent in Control Hub |
| ------------------------------------------------------------------------- |
| a. Log into Control Hub: https://admin.webex.com |
| b. Navigate: Services -> Contact Center -> Features |
| c. Click "Virtual Agent" |
| |
| Step 2: Create New Virtual Agent (CCAI Type) |
| ------------------------------------------------------------------------- |
| a. Click "+ Create Virtual Agent" |
| b. Select Agent Type: * Dialogflow CX |
| c. Click "Next" |
| |
| Step 3: Configure CCAI Integration |
| ------------------------------------------------------------------------- |
| a. Enter the following values: |
| |
| Field | Value |
| ------------------------+------------------------------------ |
| Name | Abhi_Advanced_VA |
| Description | Dialogflow CX agent for complex |
| | conversations |
| |
| Step 4: Upload Service Account Key |
| ------------------------------------------------------------------------- |
| a. In "Google Cloud Service Account" section |
| b. Click "Upload JSON key file" |
| c. Select your service account key file: |
| abhavtech-wxcc-ccai-key.json |
| d. Wait for validation (system verifies credentials) |
| |
| [!]️ If validation fails: |
| - Verify key file is correct JSON format |
| - Verify service account has Dialogflow API Admin role |
| - Verify project has Dialogflow API enabled |
| |
| Step 5: Select Dialogflow CX Agent |
| ------------------------------------------------------------------------- |
| After key validation succeeds: |
| |
| a. "Project" dropdown populates automatically |
| - Verify: abhavtech-wxcc-ai |
| |
| b. Click "Location" dropdown |
| - Select: asia-south1 |
| |
| c. Click "Agent" dropdown |
| - Select: Abhi VA |
| |
| d. "Environment" dropdown appears |
| - Select: draft (for testing) OR production (for live) |
| - For initial setup, select: draft |
| |
| Field | Value |
| -------------------+----------------------------------------- |
| Project | abhavtech-wxcc-ai |
| Location | asia-south1 |
| Agent | Abhi VA |
| Environment | draft |
| |
| Step 6: Configure Voice Settings |
| ------------------------------------------------------------------------- |
| a. Click "Next" to proceed to Voice Settings |
| b. Configure: |
| |
| Field | Value |
| -------------------------+---------------------------------- |
| Input language | en-IN (English India) |
| Output voice | en-IN-Neural2-A (Male) |
| Speech model | phone_call |
| Single utterance mode | O Disabled (allow multi-turn) |
| End of speech timeout | 2000 ms |
| No speech timeout | 5000 ms |
| Barge-in | * Enabled |
| |
| Step 7: Add Additional Language (Hindi) |
| ------------------------------------------------------------------------- |
| a. Click "+ Add language" |
| b. Configure: |
| |
| Field | Value |
| -------------------------+---------------------------------- |
| Input language | hi-IN (Hindi India) |
| Output voice | hi-IN-Neural2-A (Male) |
| |
| Step 8: Review and Create |
| ------------------------------------------------------------------------- |
| a. Click "Next" to review configuration |
| b. Verify all settings are correct |
| c. Click "Create" |
| d. Wait for creation (30-60 seconds) |
| |
| Step 9: Verify Creation |
| ------------------------------------------------------------------------- |
| a. "Abhi_Advanced_VA" appears in Virtual Agent list |
| b. Status shows "Active" (green indicator) |
| c. Type shows "Dialogflow CX" |
| |
| [!]️ CHECKPOINT: |
| Expected: CCAI connector created with "Active" status |
| If "Error" status: Check GCP credentials and API enablement |
| |
| Step 10: Record Configuration |
| ------------------------------------------------------------------------- |
| Document for flow configuration: |
| |
| Virtual Agent Name: _______________________________ |
| GCP Project: _______________________________ |
| Dialogflow Agent: _______________________________ |
| Region: _______________________________ |
| Environment: _______________________________ |
| |
| [OK] PROCEDURE COMPLETE - Continue to Section 6 for flow integration |
| |
+-----------------------------------------------------------------------------+
SECTION 6: FLOW DESIGNER - VIRTUAL AGENT INTEGRATION¶
6.1 Adding Virtual Agent V2 Node¶
Procedure: Add Virtual Agent Node to Flow¶
+-----------------------------------------------------------------------------+
| PROCEDURE 6.1.1: ADD VIRTUAL AGENT V2 NODE TO FLOW |
+-----------------------------------------------------------------------------+
| |
| Estimated Time: 20 minutes |
| Prerequisites: |
| - Section 2 completed (Webex AI Agent created) |
| - Section 5 completed (CCAI Connector created) |
| - Baseline flow exists (India_MainMenu_Flow_v1) |
| |
| ======================================================================= |
| |
| Step 1: Access Flow Designer |
| ------------------------------------------------------------------------- |
| a. In Control Hub: Services -> Contact Center -> Flows |
| b. Find flow: India_MainMenu_Flow_v1 |
| c. Click flow name to open |
| d. Click "Edit" button to enter edit mode |
| |
| [Screenshot placeholder: Flow Designer canvas] |
| |
| Step 2: Locate Insertion Point |
| ------------------------------------------------------------------------- |
| a. Identify where VA node should be inserted |
| b. For India flow: After initial greeting, before DTMF menu |
| |
| Current Flow: |
| [Start] -> [Play Welcome] -> [DTMF Menu] -> [Queue] |
| |
| Target Flow: |
| [Start] -> [Play Welcome] -> [Virtual Agent] -> [DTMF Menu] -> [Queue]|
| ^ INSERT HERE |
| |
| Step 3: Add Virtual Agent V2 Node |
| ------------------------------------------------------------------------- |
| a. In left panel, expand "Activities" |
| b. Locate "Virtual Agent V2" activity |
| (Under "Virtual Agent" category) |
| c. Drag "Virtual Agent V2" onto canvas |
| d. Position between Play Welcome and DTMF Menu |
| |
| Step 4: Connect Node to Flow |
| ------------------------------------------------------------------------- |
| a. Delete existing connection from Play Welcome to DTMF Menu |
| - Click the connection line |
| - Press Delete key |
| |
| b. Connect Play Welcome -> Virtual Agent V2 |
| - Click output port of Play Welcome |
| - Drag to input port of Virtual Agent V2 |
| |
| c. The Virtual Agent V2 node has multiple output ports: |
| - Handled (self-service complete) |
| - Escalated (transfer to agent) |
| - Error (technical failure) |
| |
| Step 5: Configure Virtual Agent V2 Node |
| ------------------------------------------------------------------------- |
| a. Click on Virtual Agent V2 node to select |
| b. Properties panel opens on right |
| |
| Step 6: Configure Contact Center AI Config |
| ------------------------------------------------------------------------- |
| a. In "Contact Center AI Config" dropdown: |
| - Select: Abhi_Advanced_VA (Dialogflow CX) |
| |
| b. For EMEA/Americas flows, you would select: |
| - Abhi_Simple_VA (Webex AI Agent) |
| |
| Flow | Virtual Agent Config |
| ------------------------+------------------------------------ |
| India_MainMenu_Flow_v1 | Abhi_Advanced_VA (Dialogflow CX) |
| EMEA_MainMenu_Flow_v1 | Abhi_Simple_VA (Webex AI Agent) |
| Americas_MainMenu_Flow | Abhi_Simple_VA (Webex AI Agent) |
| |
| Step 7: Configure Input Variables |
| ------------------------------------------------------------------------- |
| a. Expand "Input Variables" section |
| b. Add variables to pass to Virtual Agent: |
| |
| Click "+ Add Variable Mapping" |
| |
| VA Variable | Flow Variable |
| -----------------+----------------------------------------- |
| customer_ani | {{NewPhoneContact.ANI}} |
| customer_name | {{Global_CustomerName}} (if available) |
| session_id | {{NewPhoneContact.InteractionId}} |
| language | {{Customer_Language}} (if set) |
| |
| Step 8: Configure Conversation Settings |
| ------------------------------------------------------------------------- |
| a. Expand "Settings" section |
| b. Configure: |
| |
| Field | Value |
| ---------------------------+--------------------------------- |
| Max Conversation Turns | 10 |
| No-Input Timeout (ms) | 5000 |
| Speech Complete Timeout | 2000 |
| Enable Barge-In | [x] Enabled |
| Enable DTMF Collection | [x] Enabled |
| |
| Step 9: Configure Language Override (Optional) |
| ------------------------------------------------------------------------- |
| a. If language was detected earlier in flow: |
| - Language Override: {{Customer_Language}} |
| b. Otherwise leave empty for auto-detection |
| |
| Step 10: Save Node Configuration |
| ------------------------------------------------------------------------- |
| a. Click outside the node to deselect |
| b. Configuration is auto-saved |
| |
| [!]️ CHECKPOINT: |
| Expected: Virtual Agent V2 node configured with Dialogflow CX |
| Verify: Node shows "Abhi_Advanced_VA" in configuration |
| |
| [OK] PROCEDURE COMPLETE - Continue to Procedure 6.3.1 for exit handling |
| |
+-----------------------------------------------------------------------------+
6.3 Handling Exit Events¶
Procedure: Configure Exit Event Handling¶
+-----------------------------------------------------------------------------+
| PROCEDURE 6.3.1: CONFIGURE VIRTUAL AGENT EXIT HANDLING |
+-----------------------------------------------------------------------------+
| |
| Estimated Time: 15 minutes |
| |
| ======================================================================= |
| |
| Step 1: Identify Exit Ports |
| ------------------------------------------------------------------------- |
| The Virtual Agent V2 node has three exit ports: |
| |
| | Port | Triggers When | Action |
| |------------|------------------------------------|--------------|
| | Handled | VA successfully resolved query | End call or |
| | | (containment) | survey |
| |------------|------------------------------------|--------------|
| | Escalated | VA transfers to human agent | Queue to |
| | | (intent or request) | agent |
| |------------|------------------------------------|--------------|
| | Error | Technical failure | Fallback |
| | | (timeout, API error) | to DTMF |
| |
| Step 2: Configure "Handled" Exit Path |
| ------------------------------------------------------------------------- |
| For successfully contained interactions: |
| |
| a. Connect "Handled" port -> Survey or Disconnect |
| - Drag from "Handled" port |
| - Connect to: Survey_PostCall_v1 (subflow) |
| OR Disconnect node |
| |
| b. Optionally add Set Variable before disconnect: |
| - VA_Outcome = "contained" |
| - VA_LastIntent = {{VirtualAgent.LastIntent}} |
| |
| Flow for Handled: |
| [Virtual Agent] ->(Handled)-> [Set Variables] -> [Survey] -> [End] |
| |
| Step 3: Configure "Escalated" Exit Path |
| ------------------------------------------------------------------------- |
| For agent transfer requests: |
| |
| a. Add "Set Variable" node after Escalated port |
| - Drag Set Variable activity to canvas |
| - Connect "Escalated" -> Set Variable |
| |
| b. Configure variables for agent context: |
| |
| Variable Name | Value |
| ---------------------+------------------------------------- |
| VA_Escalation_Reason | {{VirtualAgent.ExitReason}} |
| VA_Last_Intent | {{VirtualAgent.LastIntent}} |
| VA_Sentiment | {{VirtualAgent.Sentiment}} |
| VA_Confidence | {{VirtualAgent.IntentConfidence}} |
| VA_Transcript_URL | {{VirtualAgent.TranscriptURL}} |
| VA_Collected_Data | {{VirtualAgent.CustomPayload}} |
| |
| c. Add routing logic based on intent/sentiment: |
| |
| Add "Condition" node: |
| - IF VA_Sentiment == "negative" AND score < -0.5 |
| -> Route to: Sentiment_Priority_Queue |
| - ELSE IF VA_Last_Intent == "billing.inquiry" |
| -> Route to: Billing_Queue |
| - ELSE |
| -> Route to: VA_Escalation_Queue |
| |
| Flow for Escalated: |
| [Virtual Agent] ->(Escalated)-> [Set Vars] -> [Condition] -> [Queue] |
| |
| Step 4: Configure "Error" Exit Path |
| ------------------------------------------------------------------------- |
| For technical failures: |
| |
| a. Add "Play Message" node for error announcement |
| - Connect "Error" -> Play Message |
| - Message: "We're experiencing technical difficulties. |
| Please use our menu to direct your call." |
| |
| b. Connect Play Message -> DTMF Menu (fallback) |
| |
| c. Add logging for troubleshooting: |
| - Add Set Variable before DTMF Menu |
| - Error_Code = {{VirtualAgent.ErrorMessage}} |
| |
| Flow for Error: |
| [Virtual Agent] ->(Error)-> [Log Error] -> [Play Msg] -> [DTMF Menu] |
| |
| Step 5: Verify All Paths Connected |
| ------------------------------------------------------------------------- |
| Check that all three exit ports have connections: |
| |
| [ ] Handled -> Survey/Disconnect |
| [ ] Escalated -> Queue (via routing logic) |
| [ ] Error -> DTMF Fallback |
| |
| Step 6: Save and Validate Flow |
| ------------------------------------------------------------------------- |
| a. Click "Validate" button |
| b. Review any warnings or errors |
| c. Fix any disconnected paths |
| d. Click "Save" when validation passes |
| |
| [!]️ CHECKPOINT: |
| Expected: Flow validates without errors |
| All VA exit paths connected to appropriate destinations |
| |
| [OK] PROCEDURE COMPLETE - Flow ready for testing |
| |
+-----------------------------------------------------------------------------+
SECTION 7: AGENT ASSIST CONFIGURATION¶
7.1 Enabling Agent Assist¶
Procedure: Enable Cisco AI Assistant for Agents¶
+-----------------------------------------------------------------------------+
| PROCEDURE 7.1.1: ENABLE CISCO AI ASSISTANT (AGENT ASSIST) |
+-----------------------------------------------------------------------------+
| |
| Estimated Time: 15 minutes |
| Prerequisites: WxCC tenant with Premium Agent licenses |
| |
| ======================================================================= |
| |
| Step 1: Navigate to Agent Assist Settings |
| ------------------------------------------------------------------------- |
| a. Log into Control Hub: https://admin.webex.com |
| b. Navigate: Services -> Contact Center -> Features |
| c. Click "AI Assistant" (or "Agent Assist") |
| |
| [Screenshot placeholder: Control Hub - AI Assistant] |
| |
| Step 2: Enable AI Assistant |
| ------------------------------------------------------------------------- |
| a. Toggle "Enable AI Assistant" to ON |
| b. Confirmation dialog appears |
| c. Click "Enable" |
| |
| Step 3: Configure General Settings |
| ------------------------------------------------------------------------- |
| a. In Settings section, configure: |
| |
| Field | Value |
| ---------------------------+--------------------------------- |
| Enable for Voice | [x] Enabled |
| Enable for Digital | [x] Enabled |
| Default Language | English (en-US) |
| Additional Languages | [x] Hindi (hi-IN) |
| |
| Step 4: Configure Feature Toggles |
| ------------------------------------------------------------------------- |
| Enable the following features: |
| |
| Feature | Status | Description |
| ---------------------------+---------+-------------------------|
| Real-time Transcription | [x] On | Live call transcript |
| Conversation Summary | [x] On | AI-generated summary |
| Suggested Responses | [x] On | Agent response hints |
| Sentiment Analysis | [x] On | Customer mood tracking |
| Knowledge Suggestions | [x] On | KB article suggestions |
| Auto Wrap-up Codes | [x] On | AI disposition suggest |
| Next Best Action | O Off | (Phase 3 - needs data) |
| |
| Step 5: Configure User Profile Assignment |
| ------------------------------------------------------------------------- |
| a. Navigate to: User Profiles section |
| b. Select profiles to enable AI Assistant: |
| |
| Profile | AI Assistant |
| ---------------------------+--------------------------------- |
| Standard_Agent | O Disabled (Voice only agents) |
| Premium_Agent | * Enabled |
| Supervisor | * Enabled |
| |
| c. Click "Save" |
| |
| Step 6: Verify Enablement |
| ------------------------------------------------------------------------- |
| a. Status should show "Active" |
| b. Enabled profiles count should show: 85 |
| (75 Premium + 10 Supervisor) |
| |
| [!]️ CHECKPOINT: |
| Expected: AI Assistant active for Premium and Supervisor profiles |
| |
| [OK] PROCEDURE COMPLETE - Continue to Knowledge Base setup |
| |
+-----------------------------------------------------------------------------+
7.2 Configuring Knowledge Base¶
Procedure: Create and Populate Knowledge Base¶
+-----------------------------------------------------------------------------+
| PROCEDURE 7.2.1: CREATE KNOWLEDGE BASE FOR AGENT ASSIST |
+-----------------------------------------------------------------------------+
| |
| Estimated Time: 30-60 minutes (depending on content volume) |
| Prerequisites: Procedure 7.1.1 completed |
| |
| Knowledge Base Specification: |
| ------------------------------------------------------------------------- |
| Target Articles: 125 total |
| Categories: Product FAQs, Troubleshooting, Policies, Billing, Company |
| |
| ======================================================================= |
| |
| Step 1: Navigate to Knowledge Base |
| ------------------------------------------------------------------------- |
| a. In Control Hub: Services -> Contact Center -> Features |
| b. Click "Knowledge Base" (under AI Assistant) |
| c. Knowledge Base management page opens |
| |
| Step 2: Create Knowledge Base |
| ------------------------------------------------------------------------- |
| a. Click "+ Create Knowledge Base" |
| b. Enter: |
| |
| Field | Value |
| -------------------+----------------------------------------- |
| Name | Abhavtech_Support_KB |
| Description | Knowledge base for agent assistance |
| Default Language | English |
| |
| c. Click "Create" |
| |
| Step 3: Create Categories |
| ------------------------------------------------------------------------- |
| a. Click "Categories" tab |
| b. Click "+ Add Category" for each: |
| |
| Category Name | Target Articles |
| --------------------------+---------------------------------- |
| Product_FAQs | 50 |
| Troubleshooting_Guides | 30 |
| Policies_Procedures | 20 |
| Billing_FAQs | 15 |
| Company_Information | 10 |
| |
| Step 4: Add Articles - Manual Entry |
| ------------------------------------------------------------------------- |
| For each article: |
| |
| a. Click "Articles" tab |
| b. Click "+ Add Article" |
| c. Fill in article details: |
| |
| Field | Example Value |
| -------------------+----------------------------------------- |
| Title | How to Reset Product A Password |
| Category | Product_FAQs |
| Content | [Article body text] |
| Keywords | password, reset, ProductA, login |
| Language | English |
| |
| d. Click "Save" |
| e. Repeat for all articles |
| |
| Step 5: Bulk Import (Alternative Method) |
| ------------------------------------------------------------------------- |
| For large volume import: |
| |
| a. Click "Import" button |
| b. Download CSV template |
| c. Populate CSV with articles: |
| |
| CSV Format: |
| title,category,content,keywords,language |
| "How to Reset...","Product_FAQs","Step 1...","pwd,reset","en" |
| |
| d. Upload completed CSV |
| e. Review import results |
| f. Fix any errors and re-import if needed |
| |
| Step 6: Add Hindi Language Articles |
| ------------------------------------------------------------------------- |
| a. For high-priority articles, add Hindi versions: |
| b. Click article -> "Add Translation" |
| c. Select language: Hindi (hi) |
| d. Enter translated title and content |
| e. Save translation |
| |
| Priority Hindi Translations: |
| [ ] Top 20 Product FAQs |
| [ ] Top 10 Troubleshooting Guides |
| [ ] All Billing FAQs (15) |
| |
| Step 7: Publish Knowledge Base |
| ------------------------------------------------------------------------- |
| a. Review all articles for accuracy |
| b. Click "Publish" button |
| c. Select "Publish All" |
| d. Confirm publication |
| |
| Step 8: Link to AI Assistant |
| ------------------------------------------------------------------------- |
| a. Navigate back to AI Assistant settings |
| b. In "Knowledge Base" section |
| c. Select: Abhavtech_Support_KB |
| d. Click "Save" |
| |
| [!]️ CHECKPOINT: |
| Expected: Knowledge Base with 125+ articles linked to AI Assistant |
| Verify: Test search returns relevant articles |
| |
| [OK] PROCEDURE COMPLETE - Continue to Suggestions setup |
| |
+-----------------------------------------------------------------------------+
7.3 Setting Up Suggestions¶
Procedure: Configure Agent Response Suggestions¶
+-----------------------------------------------------------------------------+
| PROCEDURE 7.3.1: CONFIGURE SUGGESTED RESPONSES |
+-----------------------------------------------------------------------------+
| |
| Estimated Time: 20 minutes |
| Prerequisites: Procedures 7.1.1 and 7.2.1 completed |
| |
| ======================================================================= |
| |
| Step 1: Navigate to Suggestions Settings |
| ------------------------------------------------------------------------- |
| a. In AI Assistant settings |
| b. Click "Suggestions" section |
| |
| Step 2: Configure Suggestion Sources |
| ------------------------------------------------------------------------- |
| Enable suggestion sources: |
| |
| Source | Status | Priority |
| ---------------------------+---------+------------------------|
| Knowledge Base Articles | [x] On | 1 (Highest) |
| Canned Responses | [x] On | 2 |
| Historical Responses | O Off | (Phase 3) |
| Smart Compose | [x] On | 3 |
| |
| Step 3: Configure Display Settings |
| ------------------------------------------------------------------------- |
| a. Set display parameters: |
| |
| Field | Value |
| ---------------------------+--------------------------------- |
| Max suggestions displayed | 3 |
| Confidence threshold | 0.7 (70%) |
| Auto-refresh interval | 5 seconds |
| Show confidence scores | [x] Yes (for supervisors) |
| |
| Step 4: Create Canned Responses |
| ------------------------------------------------------------------------- |
| a. Click "Canned Responses" sub-section |
| b. Click "+ Add Response" |
| c. Create responses for common scenarios: |
| |
| Response 1: Greeting |
| +-------------------------------------------------------------+ |
| | Name: greeting_standard | |
| | Trigger: call_start | |
| | Text: "Thank you for contacting Abhavtech support. | |
| | My name is [Agent Name]. How may I assist you | |
| | today?" | |
| | Language: English | |
| +-------------------------------------------------------------+ |
| |
| Response 2: Hold Request |
| +-------------------------------------------------------------+ |
| | Name: hold_request | |
| | Trigger: manual | |
| | Text: "I need to look into this for you. Would you | |
| | mind holding for a moment while I check?" | |
| | Language: English | |
| +-------------------------------------------------------------+ |
| |
| Response 3: Escalation |
| +-------------------------------------------------------------+ |
| | Name: escalation_transfer | |
| | Trigger: manual | |
| | Text: "I understand this is a complex issue. Let me | |
| | connect you with a specialist who can better | |
| | assist you." | |
| | Language: English | |
| +-------------------------------------------------------------+ |
| |
| Response 4: Closing |
| +-------------------------------------------------------------+ |
| | Name: closing_standard | |
| | Trigger: call_end | |
| | Text: "Is there anything else I can help you with | |
| | today? Thank you for choosing Abhavtech." | |
| | Language: English | |
| +-------------------------------------------------------------+ |
| |
| d. Add Hindi versions for each response |
| |
| Step 5: Configure Trigger Rules |
| ------------------------------------------------------------------------- |
| a. Click "Trigger Rules" sub-section |
| b. Create rules for automatic suggestions: |
| |
| Rule | Trigger Condition |
| ---------------------------+--------------------------------- |
| Order_Status_Detected | Intent = "order.status" |
| | -> Suggest: Order lookup steps |
| Billing_Issue_Detected | Intent = "billing.inquiry" |
| | -> Suggest: Billing KB articles |
| Negative_Sentiment | Sentiment < -0.5 |
| | -> Suggest: Empathy responses |
| Long_Hold_Time | Hold duration > 60s |
| | -> Suggest: Apology response |
| |
| Step 6: Save Configuration |
| ------------------------------------------------------------------------- |
| a. Click "Save" button |
| b. Verify status shows "Configuration saved" |
| |
| [!]️ CHECKPOINT: |
| Expected: Suggestions configured with KB, canned responses, triggers |
| Test: Verify suggestions appear in Agent Desktop |
| |
| [OK] PROCEDURE COMPLETE - Continue to Conversation Summaries |
| |
+-----------------------------------------------------------------------------+
7.4 Configuring Conversation Summaries¶
Procedure: Configure AI-Generated Summaries¶
+-----------------------------------------------------------------------------+
| PROCEDURE 7.4.1: CONFIGURE CONVERSATION SUMMARIES |
+-----------------------------------------------------------------------------+
| |
| Estimated Time: 15 minutes |
| Prerequisites: Procedure 7.1.1 completed |
| |
| ======================================================================= |
| |
| Step 1: Navigate to Summary Settings |
| ------------------------------------------------------------------------- |
| a. In AI Assistant settings |
| b. Click "Conversation Summaries" section |
| |
| Step 2: Enable Summary Types |
| ------------------------------------------------------------------------- |
| Configure which summaries to generate: |
| |
| Summary Type | Status | Use Case |
| ---------------------------+---------+------------------------|
| VA Handoff Summary | [x] On | VA -> Agent transfer |
| Mid-Call Summary | [x] On | Agent -> Agent transfer |
| Wrap-up Summary | [x] On | Post-call notes |
| Supervisor Summary | [x] On | Call review |
| |
| Step 3: Configure VA Handoff Summary |
| ------------------------------------------------------------------------- |
| This summary appears when Virtual Agent transfers to human: |
| |
| a. Click "VA Handoff Summary" settings |
| b. Configure: |
| |
| Field | Value |
| ---------------------------+--------------------------------- |
| Include in summary: |
| +- Customer intent | [x] Yes |
| +- Collected information | [x] Yes |
| +- VA conversation turns | [x] Yes |
| +- Escalation reason | [x] Yes |
| +- Customer sentiment | [x] Yes |
| +- Recommended actions | [x] Yes |
| |
| Display location | Screen pop + Side panel |
| Auto-expand on transfer | [x] Yes |
| |
| Step 4: Configure Wrap-up Summary |
| ------------------------------------------------------------------------- |
| This summary auto-generates when call ends: |
| |
| a. Click "Wrap-up Summary" settings |
| b. Configure: |
| |
| Field | Value |
| ---------------------------+--------------------------------- |
| Auto-generate | [x] Yes |
| Include: |
| +- Call reason | [x] Yes |
| +- Actions taken | [x] Yes |
| +- Resolution status | [x] Yes |
| +- Follow-up required | [x] Yes |
| +- Customer sentiment | [x] Yes |
| |
| Allow agent edit | [x] Yes |
| Max summary length | 500 characters |
| |
| Step 5: Configure Auto Wrap-up Codes |
| ------------------------------------------------------------------------- |
| AI suggests disposition codes based on conversation: |
| |
| a. Click "Auto Wrap-up" settings |
| b. Enable: [x] Suggest wrap-up codes |
| c. Map intents to wrap-up codes: |
| |
| Detected Intent | Suggested Wrap-up Code |
| ---------------------------+--------------------------------- |
| order.status | Order Inquiry |
| order.track | Shipping/Tracking |
| billing.inquiry | Billing Question |
| support.troubleshoot | Technical Support |
| account.info | Account Management |
| product.inquiry | Product Information |
| (unresolved) | Escalated/Unresolved |
| |
| d. Set confidence threshold: 0.8 (80%) |
| e. Allow agent override: [x] Yes |
| |
| Step 6: Test Summary Generation |
| ------------------------------------------------------------------------- |
| a. Make a test call through VA that escalates to agent |
| b. Accept call as test agent |
| c. Verify VA Handoff Summary appears |
| d. Complete call and verify Wrap-up Summary generates |
| |
| [!]️ CHECKPOINT: |
| Expected: Summaries auto-generate for VA handoffs and wrap-ups |
| Test: Verify summary accuracy matches conversation |
| |
| [OK] PROCEDURE COMPLETE - Section 7 complete |
| |
+-----------------------------------------------------------------------------+
SECTION 8: VALIDATION & TESTING¶
8.1 Component Validation Checklist¶
+-----------------------------------------------------------------------------+
| CHECKLIST 8.1: COMPONENT VALIDATION |
+-----------------------------------------------------------------------------+
| |
| Complete this checklist before proceeding to end-to-end testing. |
| |
| WEBEX AI AGENT (Abhi_Simple_VA): |
| ------------------------------------------------------------------------- |
| [ ] Agent created in Control Hub |
| [ ] Status shows "Published" |
| [ ] 5 intents configured: |
| [ ] greeting.hello (15 training phrases) |
| [ ] hours.location (20 training phrases) |
| [ ] callback.request (18 training phrases) |
| [ ] agent.handoff (25 training phrases) |
| [ ] fallback.default (system) |
| [ ] Simulator tests pass for all intents |
| |
| GCP PROJECT (abhavtech-wxcc-ai): |
| ------------------------------------------------------------------------- |
| [ ] Project created in asia-south1 |
| [ ] Billing account linked |
| [ ] APIs enabled: |
| [ ] Dialogflow API |
| [ ] Cloud Speech-to-Text API |
| [ ] Cloud Text-to-Speech API |
| [ ] Cloud Functions API |
| [ ] Cloud Build API |
| [ ] Service account created: wxcc-ccai-connector |
| [ ] Service account has Dialogflow API Admin role |
| [ ] JSON key file generated and secured |
| |
| DIALOGFLOW CX AGENT (Abhi VA): |
| ------------------------------------------------------------------------- |
| [ ] Agent created in asia-south1 |
| [ ] Languages configured: English (en), Hindi (hi) |
| [ ] Voice settings configured for both languages |
| [ ] Intents created (minimum for testing): |
| [ ] order.status |
| [ ] agent.handoff |
| [ ] Default Welcome Intent |
| [ ] Default Fallback Intent |
| [ ] Webhook configured (if using fulfillment) |
| [ ] Simulator tests pass |
| |
| WXCC CCAI CONNECTOR (Abhi_Advanced_VA): |
| ------------------------------------------------------------------------- |
| [ ] Connector created in Control Hub |
| [ ] Status shows "Active" |
| [ ] Linked to correct GCP project |
| [ ] Linked to correct Dialogflow CX agent |
| [ ] Voice settings configured |
| [ ] Languages configured (en-IN, hi-IN) |
| |
| FLOW DESIGNER INTEGRATION: |
| ------------------------------------------------------------------------- |
| [ ] Virtual Agent V2 node added to flow |
| [ ] Node configured with correct CCAI config |
| [ ] Input variables mapped |
| [ ] All exit paths connected: |
| [ ] Handled -> Survey/Disconnect |
| [ ] Escalated -> Queue |
| [ ] Error -> DTMF Fallback |
| [ ] Flow validates without errors |
| [ ] Flow published |
| |
| All items checked? [ ] YES -> Proceed to End-to-End Testing |
| [ ] NO -> Complete missing items first |
| |
+-----------------------------------------------------------------------------+
8.2 End-to-End Test Procedure¶
+-----------------------------------------------------------------------------+
| PROCEDURE 8.2.1: END-TO-END AI INTEGRATION TEST |
+-----------------------------------------------------------------------------+
| |
| Estimated Time: 30 minutes |
| Test Environment: UAT tenant with test DIDs |
| |
| ======================================================================= |
| |
| TEST 1: DIALOGFLOW CX - ORDER STATUS (INDIA FLOW) |
| ------------------------------------------------------------------------- |
| |
| Step 1: Dial India test number |
| Number: [test DID] |
| |
| Step 2: Listen for welcome prompt |
| Expected: "Hello! Welcome to Abhavtech..." |
| [ ] PASS [ ] FAIL |
| |
| Step 3: Say "Check my order status" |
| Expected: VA asks for order number |
| [ ] PASS [ ] FAIL |
| |
| Step 4: Say "ORD-12345" (test order) |
| Expected: VA provides order status from webhook |
| [ ] PASS [ ] FAIL |
| |
| Step 5: Say "Thank you, goodbye" |
| Expected: VA ends conversation (Handled exit) |
| [ ] PASS [ ] FAIL |
| |
| ------------------------------------------------------------------------- |
| |
| TEST 2: DIALOGFLOW CX - AGENT ESCALATION (INDIA FLOW) |
| ------------------------------------------------------------------------- |
| |
| Step 1: Dial India test number |
| |
| Step 2: After welcome, say "I want to speak to an agent" |
| Expected: VA acknowledges and transfers |
| [ ] PASS [ ] FAIL |
| |
| Step 3: Verify routing |
| Expected: Call routes to VA_Escalation_Queue |
| [ ] PASS [ ] FAIL |
| |
| Step 4: Agent accepts call (use test agent) |
| Expected: Agent sees VA context in screen pop |
| [ ] PASS [ ] FAIL |
| |
| ------------------------------------------------------------------------- |
| |
| TEST 3: WEBEX AI AGENT - HOURS INQUIRY (EMEA FLOW) |
| ------------------------------------------------------------------------- |
| |
| Step 1: Dial EMEA test number |
| |
| Step 2: After welcome, say "What are your business hours" |
| Expected: VA provides hours information |
| [ ] PASS [ ] FAIL |
| |
| Step 3: Say "Thank you" |
| Expected: VA offers additional help or ends |
| [ ] PASS [ ] FAIL |
| |
| ------------------------------------------------------------------------- |
| |
| TEST 4: WEBEX AI AGENT - CALLBACK REQUEST (AMERICAS FLOW) |
| ------------------------------------------------------------------------- |
| |
| Step 1: Dial Americas test number |
| |
| Step 2: After welcome, say "I want a callback" |
| Expected: VA confirms callback number |
| [ ] PASS [ ] FAIL |
| |
| Step 3: Confirm "Yes" |
| Expected: Callback scheduled, call ends |
| [ ] PASS [ ] FAIL |
| |
| Step 4: Verify callback in queue |
| Expected: Callback appears in queue |
| [ ] PASS [ ] FAIL |
| |
| ------------------------------------------------------------------------- |
| |
| TEST 5: FALLBACK HANDLING |
| ------------------------------------------------------------------------- |
| |
| Step 1: Dial any test number |
| |
| Step 2: Say gibberish or unrelated topic |
| Expected: VA asks for clarification |
| [ ] PASS [ ] FAIL |
| |
| Step 3: Repeat gibberish two more times |
| Expected: DTMF menu offered |
| [ ] PASS [ ] FAIL |
| |
| Step 4: Press "0" for agent |
| Expected: Routed to support queue |
| [ ] PASS [ ] FAIL |
| |
| ------------------------------------------------------------------------- |
| |
| TEST SUMMARY: |
| ======================================================================= |
| |
| | Test | Result | Notes | |
| |------------------------------|--------|---------------------------| |
| | Test 1: Order Status | | | |
| | Test 2: Agent Escalation | | | |
| | Test 3: Hours Inquiry | | | |
| | Test 4: Callback Request | | | |
| | Test 5: Fallback Handling | | | |
| |
| Overall Result: [ ] PASS (all tests pass) [ ] FAIL (see notes) |
| |
| Sign-off: |
| Tested by: _______________________ Date: _______________ |
| Reviewed by: _____________________ Date: _______________ |
| |
+-----------------------------------------------------------------------------+
8.3 Troubleshooting Common Issues¶
+-----------------------------------------------------------------------------+
| TROUBLESHOOTING GUIDE: COMMON AI INTEGRATION ISSUES |
+-----------------------------------------------------------------------------+
| |
| ISSUE 1: VIRTUAL AGENT NOT RESPONDING |
| ------------------------------------------------------------------------- |
| Symptoms: |
| * Silence after welcome prompt |
| * Call drops or goes directly to queue |
| |
| Troubleshooting Steps: |
| 1. Check Virtual Agent status in Control Hub |
| -> Must show "Active" or "Published" |
| 2. Verify flow is using correct VA configuration |
| -> Check Virtual Agent V2 node settings |
| 3. Check GCP project APIs are enabled |
| -> Especially Dialogflow API |
| 4. Verify service account key is valid |
| -> Try regenerating key if expired |
| 5. Check network connectivity to Google APIs |
| -> Firewall may be blocking |
| |
| ------------------------------------------------------------------------- |
| |
| ISSUE 2: INTENTS NOT RECOGNIZED |
| ------------------------------------------------------------------------- |
| Symptoms: |
| * VA always triggers fallback |
| * Wrong intent detected |
| |
| Troubleshooting Steps: |
| 1. Test intent in Dialogflow CX simulator |
| -> Verify intent matches in simulator |
| 2. Check training phrases |
| -> Add more variations |
| 3. Review confidence threshold |
| -> May be set too high (try 0.5) |
| 4. Check for conflicting intents |
| -> Similar training phrases in multiple intents |
| 5. Verify language settings |
| -> VA language must match caller language |
| |
| ------------------------------------------------------------------------- |
| |
| ISSUE 3: WEBHOOK TIMEOUT OR FAILURE |
| ------------------------------------------------------------------------- |
| Symptoms: |
| * VA says "having trouble" or similar |
| * Order/account lookups fail |
| |
| Troubleshooting Steps: |
| 1. Check webhook endpoint is accessible |
| -> Test URL directly with curl |
| 2. Verify webhook timeout setting |
| -> Increase if backend is slow (max 30s) |
| 3. Check webhook authentication |
| -> API key or OAuth may be expired |
| 4. Review Cloud Function logs (if GCP) |
| -> GCP Console -> Cloud Functions -> Logs |
| 5. Test webhook with Dialogflow simulator |
| -> Shows actual request/response |
| |
| ------------------------------------------------------------------------- |
| |
| ISSUE 4: CCAI CONNECTOR "ERROR" STATUS |
| ------------------------------------------------------------------------- |
| Symptoms: |
| * Connector shows error in Control Hub |
| * Cannot select in Flow Designer |
| |
| Troubleshooting Steps: |
| 1. Verify service account permissions |
| -> Must have Dialogflow API Admin |
| 2. Check service account key validity |
| -> Keys can be disabled or deleted in GCP |
| 3. Verify Dialogflow CX agent exists |
| -> Agent may have been deleted |
| 4. Check region match |
| -> Connector and agent must be same region |
| 5. Regenerate service account key |
| -> Create new key and re-upload |
| |
| ------------------------------------------------------------------------- |
| |
| ISSUE 5: CONTEXT NOT PASSED TO AGENT |
| ------------------------------------------------------------------------- |
| Symptoms: |
| * Agent doesn't see VA conversation |
| * Screen pop missing VA data |
| |
| Troubleshooting Steps: |
| 1. Verify Set Variable nodes in flow |
| -> Must set CAD variables before queue |
| 2. Check variable mapping |
| -> VirtualAgent.* variables must be mapped |
| 3. Verify Agent Desktop layout |
| -> CAD variables must be configured in layout |
| 4. Check transcript URL generation |
| -> Logging must be enabled in Dialogflow |
| |
| ------------------------------------------------------------------------- |
| |
| SUPPORT ESCALATION: |
| ======================================================================= |
| |
| If issues persist after troubleshooting: |
| |
| Cisco TAC (for WxCC issues): |
| -> https://mycase.cloudapps.cisco.com/case |
| -> Collect: Flow export, VA config, error screenshots |
| |
| Google Cloud Support (for Dialogflow issues): |
| -> https://console.cloud.google.com/support |
| -> Collect: Agent export, conversation logs, request IDs |
| |
+-----------------------------------------------------------------------------+
END OF APPENDIX 10-E¶
Document Summary¶
This appendix provides comprehensive step-by-step procedures for configuring AI integration in Webex Contact Center with Google Dialogflow CX.
Sections Covered: 1. Pre-Implementation Checklist 2. Webex Control Hub - AI Agent Configuration 3. Google Cloud Platform - Project Setup 4. Dialogflow CX - Agent Creation 5. Webex Contact Center - CCAI Connector 6. Flow Designer - Virtual Agent Integration 7. Agent Assist Configuration 8. Validation & Testing
Estimated Total Implementation Time: 4-6 hours (excluding testing)
For complete technical specifications and design rationale, refer to Chapter 10 main document.
© 2026 Abhavtech.com - Appendix 10-E v1.0