Chapter 6: Webex Contact Center Implementation¶
Phase 2: UCCX to WxCC Migration - Detailed Implementation Procedures¶
Document Version: 3.0
Date: January 2026
Classification: Internal - Technical Reference
Organization: Abhavtech.com
Project Code: ABV-COLLAB-MIG-2026-P2-CH6
Cross-Reference: Chapter 3 (WxCC Design v2.0)
Model Guidance: Sonnet 4.5 (Implementation/Operations - Concise/Actionable)
Document Control¶
| Version | Date | Author | Changes |
|---|---|---|---|
| 3.0 | Jan 2026 | Collaboration Architecture Team | Comprehensive implementation procedures |
| Aligned with Chapter 3 v2.0 | |||
| Dual-platform AI configuration (GCP + WxCC) | |||
| Step-by-step provisioning procedures |
Implementation Summary¶
| Metric | Chapter 3 Design | Implementation Target |
|---|---|---|
| Total Agents | 175 | 175 (scalable to 300) |
| Voice Agents | 150 | 150 |
| Digital Agents | 25 | 25 -> 50 (post-migration) |
| Entry Points | 6 | 6 (4 voice + 2 digital) |
| Queues | 10 | 10 (migrated from 6 CSQs) |
| Skills | 18 | 18 (expanded from 8 UCCX) |
| Flows | 9 | 9 (rebuilt from UCCX scripts) |
| Prompts | 87 | 87 (62 EN + 25 HI) |
| Virtual Agent | Abhi | Dialogflow CX integration |
6.1 WxCC Tenant Setup¶
6.1.1 Prerequisites Checklist¶
+-----------------------------------------------------------------------------+
| WXCC TENANT SETUP - PREREQUISITES |
+-----------------------------------------------------------------------------+
| |
| [ ] Phase 1 Webex Calling operational (Chapter 5 complete) |
| [ ] Control Hub Full Administrator access |
| [ ] WxCC licenses procured and assigned to organization |
| [ ] Azure AD SSO configured (from Phase 1) |
| [ ] Network connectivity validated per Chapter 5 |
| [ ] Salesforce Connected App OAuth configured |
| [ ] Google Cloud Project created (for Dialogflow CX) |
| [ ] India DC enabled for data residency compliance |
| |
| [!]️ CRITICAL: Do NOT proceed until Phase 1 Webex Calling is operational |
| |
+-----------------------------------------------------------------------------+
6.1.2 Control Hub - Contact Center Activation¶
Step-by-Step Procedure¶
Step 1: Access Control Hub
- Navigate to:
admin.webex.com - Login with Full Administrator credentials
- Verify organization: Abhavtech.com
Step 2: Activate Contact Center Service
- Navigate to: Services -> Contact Center
- If not activated, click "Set Up Contact Center"
- Select Platform: Webex Contact Center (Next Generation)
- Select Region: India (for data residency compliance)
- Confirm activation
Step 3: Verify Activation Status
+-----------------------------------------------------------------------------+
| Expected Status After Activation: |
| --------------------------------- |
| Service Status: Active |
| Data Center: India DC (ap-south-1) |
| Provisioning Status: Complete |
| Org ID: [Auto-generated] |
+-----------------------------------------------------------------------------+
6.1.3 License Allocation (Per Chapter 3.2.3)¶
+-----------------------------------------------------------------------------+
| ABHAVTECH WXCC LICENSE ALLOCATION |
+-----------------------------------------------------------------------------+
| |
| LICENSE TYPE | QUANTITY | ASSIGNMENT |
| -----------------------+----------+---------------------------------------|
| Standard Agent | 100 | Voice-only agents |
| Premium Agent | 75 | Voice + Digital agents |
| Supervisor | 10 | Team supervisors |
| Webex AI Agent | 1 | Virtual Agent "Abhi" |
| Agent Assist | 175 | Included with Premium (all agents) |
| WFO Recording | 175 | All agents (compliance) |
| WFO Quality Management | 50 | Evaluation sample |
| WFO Workforce Mgmt | 175 | All agents (scheduling) |
| -----------------------+----------+---------------------------------------|
| |
| LICENSE DISTRIBUTION BY SITE: |
| ----------------------------- |
| Mumbai HQ: 80 Standard + 40 Premium = 120 agents |
| Chennai: 15 Standard + 15 Premium = 30 agents |
| London: 5 Standard + 10 Premium = 15 agents |
| New Jersey: 0 Standard + 10 Premium = 10 agents |
| |
+-----------------------------------------------------------------------------+
License Assignment Procedure¶
Navigation: Control Hub -> Users -> [User] -> Services -> Contact Center
- Select user to license
- Enable Contact Center service
- Select License Type: Standard or Premium
- Click Save
💡 TIP: Use bulk CSV upload for 175 agents - see Section 6.6.3
6.1.4 Security Baseline Configuration¶
6.1.4.1 Administrator Roles¶
Navigation: Control Hub -> Users -> Roles
+-----------------------------------------------------------------------------+
| WXCC ADMINISTRATOR ROLES |
+-----------------------------------------------------------------------------+
| |
| ROLE | PERMISSIONS | ASSIGNEES |
| -----------------------------+--------------------------------+-----------|
| Full Administrator | All Control Hub + Contact Ctr | 3 |
| Contact Center Administrator | CC provisioning only | 2 |
| Contact Center Supervisor | Monitoring, team management | 10 |
| Read-Only Administrator | View settings, no changes | 2 |
| -----------------------------+--------------------------------+-----------|
| |
+-----------------------------------------------------------------------------+
6.1.4.2 Security Settings¶
Navigation: Control Hub -> Settings -> Security
| Setting | Configuration | Notes |
|---|---|---|
| SSO | Azure AD SAML (from Phase 1) | Mandatory for compliance |
| Session Timeout (Agent Desktop) | 8 hours | Agent shift duration |
| Session Timeout (Admin Portal) | 4 hours | Security best practice |
| IP Restrictions | Enable for Admin access | Corporate IP ranges only |
| Audit Logging | Enable all actions | Required for compliance |
| API Access | OAuth 2.0 only | Disable basic auth |
6.1.4.3 Data Residency Configuration¶
Navigation: Control Hub -> Organization Settings -> Data Residency
+-----------------------------------------------------------------------------+
| DATA RESIDENCY CONFIGURATION |
+-----------------------------------------------------------------------------+
| |
| REGION | DATA CENTER | RECORDING STORAGE | COMPLIANCE |
| --------------+------------------+-------------------+--------------------|
| India/APAC | India DC | India DC | DoT/TRAI, OSP |
| UK | UK DC (London) | UK DC | UK GDPR |
| EU | EU DC (Frankfurt)| EU DC | EU GDPR, BSI C5 |
| Americas | US DC | US DC | US regulations |
| --------------+------------------+-------------------+--------------------|
| |
| [!]️ CRITICAL: India data MUST reside in India DC for DoT/TRAI compliance |
| |
+-----------------------------------------------------------------------------+
6.2 Entry Point Provisioning¶
6.2.1 Entry Point Design (Per Chapter 3.3.2)¶
+-----------------------------------------------------------------------------+
| ABHAVTECH ENTRY POINT SPECIFICATIONS - 6 ENTRY POINTS |
+-----------------------------------------------------------------------------+
| |
| EP-01: India_Main_Voice_EP |
| ======================================================================= |
| Name: India_Main_Voice_EP |
| Description: Primary India voice entry - Sales & Support |
| Channel Type: Telephony |
| Dial Numbers: 1800-266-1000 (Toll-Free) |
| +91-22-4960-1000 (Mumbai) |
| Service Level: 30 seconds / 80% |
| Routing Flow: India_MainMenu_Flow_v1 |
| Business Hours: 24x7 (Mumbai) |
| Recording: Enabled with consent prompt |
| |
| EP-02: India_Sales_Direct_EP |
| ======================================================================= |
| Name: India_Sales_Direct_EP |
| Description: Direct sales line (skip IVR) |
| Channel Type: Telephony |
| Dial Numbers: 1800-266-1001 (Sales Toll-Free) |
| Service Level: 20 seconds / 85% |
| Routing Flow: India_Sales_Direct_Flow_v1 |
| Business Hours: 9:00 AM - 9:00 PM IST |
| After Hours: Route to India_Main_Voice_EP |
| Priority: HIGH (revenue) |
| |
| EP-03: EMEA_Main_Voice_EP |
| ======================================================================= |
| Name: EMEA_Main_Voice_EP |
| Description: UK/EU voice entry point |
| Channel Type: Telephony |
| Dial Numbers: +44-20-XXXX-XXXX (UK) |
| Service Level: 30 seconds / 80% |
| Routing Flow: EMEA_MainMenu_Flow_v1 |
| Business Hours: 9:00 AM - 6:00 PM GMT |
| After Hours: Route to India_Main_Voice_EP (follow-the-sun) |
| Data Residency: UK DC |
| |
| EP-04: Americas_Main_Voice_EP |
| ======================================================================= |
| Name: Americas_Main_Voice_EP |
| Description: US voice entry point |
| Channel Type: Telephony |
| Dial Numbers: +1-201-XXX-XXXX (New Jersey) |
| Service Level: 30 seconds / 80% |
| Routing Flow: Americas_MainMenu_Flow_v1 |
| Business Hours: 9:00 AM - 6:00 PM EST |
| After Hours: Route to India_Main_Voice_EP (follow-the-sun) |
| Data Residency: US DC |
| |
| EP-05: Global_Chat_EP |
| ======================================================================= |
| Name: Global_Chat_EP |
| Description: Web Chat and WhatsApp |
| Channel Type: Chat |
| Asset: Webex Connect widget / WhatsApp Business |
| Service Level: 15 seconds / 90% |
| Routing Flow: Digital_Chat_Flow_v1 |
| Business Hours: 24x7 (Mumbai digital team) |
| |
| EP-06: Global_Email_EP |
| ======================================================================= |
| Name: Global_Email_EP |
| Description: Email channel |
| Channel Type: Email |
| Email Address: support@abhavtech.com |
| Service Level: 4 hours / 80% |
| Routing Flow: Digital_Email_Flow_v1 |
| Business Hours: Business hours SLA |
| |
+-----------------------------------------------------------------------------+
6.2.2 Entry Point Provisioning - Step-by-Step¶
Creating India_Main_Voice_EP¶
Navigation: Control Hub -> Contact Center -> Provisioning -> Entry Points
Step 1: Access Entry Point Management
- Click "Create Entry Point"
- Entry Point Type: Inbound
Step 2: General Settings
+-----------------------------------------------------------------------------+
| FIELD | VALUE |
| ---------------------------+--------------------------------------------|
| Name | India_Main_Voice_EP |
| Description | Primary India voice entry - Sales & Support |
| Entry Point Type | Inbound |
| Channel Type | Telephony |
+-----------------------------------------------------------------------------+
Step 3: Routing Settings
+-----------------------------------------------------------------------------+
| FIELD | VALUE |
| ---------------------------+--------------------------------------------|
| Routing Flow | India_MainMenu_Flow_v1 (select from dropdown)|
| Music File | abhavtech_hold_music.wav |
| Overflow Treatment | Enable |
| Overflow Destination | Voicemail_EP |
+-----------------------------------------------------------------------------+
[!]️ NOTE: Flow must be created first (Section 6.5) before associating with Entry Point
Step 4: Service Level Settings
+-----------------------------------------------------------------------------+
| FIELD | VALUE |
| ---------------------------+--------------------------------------------|
| Service Level Threshold | 30 (seconds) |
| Service Level Percentage | 80% |
+-----------------------------------------------------------------------------+
Step 5: Advanced Settings
+-----------------------------------------------------------------------------+
| FIELD | VALUE |
| ---------------------------+--------------------------------------------|
| Enable Recording | Yes |
| Recording Pause Resume | Yes (for consent/PCI) |
| Enable Reporting | Yes |
| DNIS | (Set after dial number mapping) |
+-----------------------------------------------------------------------------+
Step 6: Save and Note Entry Point ID
- Click "Save"
- Record Entry Point ID: _______ (needed for dial number mapping)
6.2.3 Dial Number to Entry Point Mapping¶
Navigation: Control Hub -> Contact Center -> Provisioning -> Entry Point Mappings
Step 1: Create Mapping for Toll-Free Number
- Click "Create Mapping"
- Select Entry Point: India_Main_Voice_EP
- Select Dial Number: 18001234567 (from Webex Calling)
- Click "Save"
Step 2: Create Mapping for Mumbai Number
- Click "Create Mapping"
- Select Entry Point: India_Main_Voice_EP
- Select Dial Number: +91-22-4960-1000 (from Webex Calling)
- Click "Save"
6.2.4 Entry Point Verification¶
+-----------------------------------------------------------------------------+
| ENTRY POINT VERIFICATION CHECKLIST |
+-----------------------------------------------------------------------------+
| |
| [ ] Entry Point status shows: "Active" |
| [ ] Dial number mapping shows: "Configured" |
| [ ] Flow association verified |
| [ ] Test call placed to mapped number |
| [ ] Call arrives at Entry Point (check real-time dashboard) |
| [ ] Flow Designer flow executes |
| |
| REPEAT for all 6 Entry Points |
| |
+-----------------------------------------------------------------------------+
6.3 Queue Configuration¶
6.3.1 Queue Design (Per Chapter 3.4)¶
+-----------------------------------------------------------------------------+
| ABHAVTECH QUEUE SPECIFICATIONS - 10 QUEUES |
+-----------------------------------------------------------------------------+
| |
| QUEUE | CHANNEL | SL | MAX Q | ROUTING | OVERFLOW |
| ======================================================================== |
| |
| Q-01: Sales_India_Queue |
| ---------------------------------------------------------------------- |
| Channel: Telephony |
| Service Level: 30 seconds |
| Max Time in Queue: 300 seconds (5 min) |
| Routing Type: Skills-Based (Longest Available Agent) |
| Skills Required: Sales=TRUE, Region_India=TRUE |
| Skill Relaxation: After 120s: Remove Region_India |
| Team Assignment: India_Sales_Team |
| Overflow Action: Voicemail_EP |
| MOH: abhavtech_hold_music.wav |
| Comfort Messages: Every 60 seconds |
| |
| Q-02: Sales_EMEA_Queue |
| ---------------------------------------------------------------------- |
| Channel: Telephony |
| Service Level: 30 seconds |
| Max Time in Queue: 300 seconds |
| Routing Type: Skills-Based |
| Skills Required: Sales=TRUE, Region_EMEA=TRUE |
| Skill Relaxation: After 90s: Add Region_India (follow-the-sun) |
| Team Assignment: EMEA_Sales_Team + India_Sales_Team (backup) |
| After Hours: Route to Sales_India_Queue |
| |
| Q-03: Sales_Americas_Queue |
| ---------------------------------------------------------------------- |
| Channel: Telephony |
| Service Level: 30 seconds |
| Max Time in Queue: 300 seconds |
| Routing Type: Skills-Based |
| Skills Required: Sales=TRUE, Region_Americas=TRUE |
| Skill Relaxation: After 90s: Add Region_India |
| Team Assignment: Americas_Sales_Team + India_Sales_Team (backup) |
| |
| Q-04: Support_India_Queue |
| ---------------------------------------------------------------------- |
| Channel: Telephony |
| Service Level: 45 seconds |
| Max Time in Queue: 600 seconds (10 min) |
| Routing Type: Skills-Based |
| Skills Required: Support=TRUE |
| Skills Preferred: Hindi>=5 (priority if available) |
| Team Assignment: India_Support_Team |
| Callback Option: Offer after 180 seconds |
| |
| Q-05: Support_EMEA_Queue |
| ---------------------------------------------------------------------- |
| Channel: Telephony |
| Service Level: 45 seconds |
| Max Time in Queue: 480 seconds |
| Routing Type: Skills-Based |
| Skills Required: Support=TRUE, Region_EMEA=TRUE |
| Team Assignment: EMEA_Support_Team + India_Support_Team (backup) |
| |
| Q-06: Support_Americas_Queue |
| ---------------------------------------------------------------------- |
| Channel: Telephony |
| Service Level: 45 seconds |
| Max Time in Queue: 480 seconds |
| Routing Type: Skills-Based |
| Skills Required: Support=TRUE, Region_Americas=TRUE |
| Team Assignment: Americas_Support_Team + India_Support_Team (backup) |
| |
| Q-07: Billing_Queue |
| ---------------------------------------------------------------------- |
| Channel: Telephony |
| Service Level: 60 seconds |
| Max Time in Queue: 480 seconds |
| Routing Type: Skills-Based |
| Skills Required: Billing=TRUE |
| Team Assignment: India_Billing_Team |
| Recording Pause: Auto-pause for card capture (PCI) |
| |
| Q-08: TechSupport_Queue |
| ---------------------------------------------------------------------- |
| Channel: Telephony |
| Service Level: 45 seconds |
| Max Time in Queue: 600 seconds |
| Routing Type: Skills-Based |
| Skills Required: TechnicalSupport=TRUE |
| Skills Preferred: ProductA_Expert OR ProductB_Expert |
| Team Assignment: India_TechSupport_Team |
| |
| Q-09: Digital_Chat_Queue |
| ---------------------------------------------------------------------- |
| Channel: Chat / WhatsApp |
| Service Level: 15 seconds |
| Max Wait: 300 seconds |
| Routing Type: Skills-Based |
| Skills Required: Digital_Channels=TRUE |
| Concurrent Limit: 3 chats per agent |
| Team Assignment: India_Digital_Team |
| |
| Q-10: Digital_Email_Queue |
| ---------------------------------------------------------------------- |
| Channel: Email |
| Service Level: 4 hours |
| Routing Type: Skills-Based |
| Skills Required: Digital_Channels=TRUE |
| Concurrent Limit: 5 emails per agent |
| Team Assignment: India_Digital_Team |
| |
+-----------------------------------------------------------------------------+
6.3.2 Queue Provisioning - Step-by-Step¶
Creating Sales_India_Queue¶
Navigation: Control Hub -> Contact Center -> Provisioning -> Queues
Step 1: Create Queue
- Click "Create Queue"
- Select Queue Type: Inbound
Step 2: General Settings
| Field | Value |
|---|---|
| Name | Sales_India_Queue |
| Description | India B2C/B2B sales inquiries |
| Channel Type | Telephony |
| Queue Routing Type | Skills Based |
Step 3: Service Level Settings
| Field | Value |
|---|---|
| Service Level Threshold | 30 (seconds) |
| Maximum Time in Queue | 300 (seconds) |
Step 4: Skills-Based Routing Configuration
| Setting | Value |
|---|---|
| Skill Requirement 1 | Sales = TRUE |
| Skill Requirement 2 | Region_India = TRUE |
| Agent Selection | Longest Available Agent |
Step 5: Skill Relaxation (Advanced)
+-----------------------------------------------------------------------------+
| WAIT TIME | RELAXATION ACTION |
| -------------+------------------------------------------------------------|
| 0-60 sec | Match all required + preferred skills |
| 60-120 sec | Match all required skills only |
| 120-180 sec | Remove Region_India (global pool) |
| 180-300 sec | Reduce language proficiency to minimum |
| >300 sec | Route to voicemail / callback offer |
+-----------------------------------------------------------------------------+
Step 6: Queue Treatment
| Setting | Value |
|---|---|
| Music on Hold | abhavtech_hold_music.wav |
| Comfort Message | Every 60 seconds |
| Position Announcement | Enabled |
| EWT Announcement | Enabled |
Step 7: Team Assignment
- Click "Assign Team"
- Select: India_Sales_Team
- Click "Add"
Step 8: Save
- Click "Save"
- Record Queue ID: _______
REPEAT for all 10 queues.
6.4 Skills & Skill Profiles¶
6.4.1 Skills Inventory (Per Chapter 3.5.1)¶
+-----------------------------------------------------------------------------+
| ABHAVTECH WXCC SKILLS INVENTORY - 18 SKILLS |
+-----------------------------------------------------------------------------+
| |
| SKILL NAME | TYPE | VALUES/RANGE | AGENTS | MIGRATION |
| ========================================================================= |
| |
| FUNCTIONAL SKILLS (Business Function) |
| ------------------------------------------------------------------------- |
| Sales | Boolean | True/False | 65 | From UCCX |
| Support | Boolean | True/False | 55 | From UCCX |
| Billing | Boolean | True/False | 15 | From UCCX |
| TechnicalSupport | Boolean | True/False | 15 | From UCCX |
| Digital_Channels | Boolean | True/False | 25 | From UCCX |
| |
| LANGUAGE SKILLS |
| ------------------------------------------------------------------------- |
| English | Proficiency| 1-10 | 175 | Enhanced |
| Hindi | Proficiency| 1-10 | 80 | Enhanced |
| Tamil | Proficiency| 1-10 | 15 | NEW (Phase 3) |
| German | Proficiency| 1-10 | 5 | NEW (Phase 3) |
| |
| REGIONAL SKILLS |
| ------------------------------------------------------------------------- |
| Region_India | Boolean | True/False | 150 | NEW |
| Region_EMEA | Boolean | True/False | 15 | NEW |
| Region_Americas | Boolean | True/False | 10 | NEW |
| |
| PRODUCT SKILLS |
| ------------------------------------------------------------------------- |
| ProductA_Expert | Proficiency| 1-10 | 8 | From UCCX |
| ProductB_Expert | Proficiency| 1-10 | 7 | From UCCX |
| ProductC_Expert | Proficiency| 1-10 | 5 | NEW |
| |
| SPECIAL SKILLS |
| ------------------------------------------------------------------------- |
| VIP_Handler | Boolean | True/False | 10 | NEW |
| Escalation_Handler | Boolean | True/False | 5 | NEW |
| Callback_Qualified | Boolean | True/False | 50 | NEW |
| |
| ========================================================================= |
| TOTAL SKILLS: 18 (vs 8 in UCCX) |
| |
| PROFICIENCY SCALE: |
| 1-3: Basic (simple inquiries) 7-9: Advanced (complex issues) |
| 4-6: Intermediate (standard) 10: Expert (escalation point) |
| |
+-----------------------------------------------------------------------------+
6.4.2 Skill Creation Procedure¶
Navigation: Control Hub -> Contact Center -> Provisioning -> Skills
Creating Boolean Skill (Example: Sales)¶
Step 1: Click "Create Skill"
Step 2: Configure Skill
| Field | Value |
|---|---|
| Name | Sales |
| Description | Sales function capability |
| Skill Type | Boolean (True/False) |
| Service Level Impact | Yes |
Step 3: Click "Save"
Creating Proficiency Skill (Example: English)¶
Step 1: Click "Create Skill"
Step 2: Configure Skill
| Field | Value |
|---|---|
| Name | English |
| Description | English language proficiency |
| Skill Type | Proficiency |
| Minimum Value | 1 |
| Maximum Value | 10 |
Step 3: Click "Save"
REPEAT for all 18 skills.
6.4.3 Skill Profile Configuration (Per Chapter 3.5.2)¶
+-----------------------------------------------------------------------------+
| SKILL PROFILE SPECIFICATIONS - 12 PROFILES |
+-----------------------------------------------------------------------------+
| |
| PROFILE NAME | SKILLS INCLUDED | AGENTS |
| ========================================================================= |
| |
| SP-01: Sales_India_EN_HI |
| ------------------------------------------------------------------------- |
| Description: India sales - bilingual |
| Skills: Sales=TRUE, Region_India=TRUE |
| English=7, Hindi=7 |
| Agent Count: 35 |
| |
| SP-02: Sales_India_EN |
| ------------------------------------------------------------------------- |
| Description: India sales - English only |
| Skills: Sales=TRUE, Region_India=TRUE |
| English=8, Hindi=3 |
| Agent Count: 10 |
| |
| SP-03: Sales_EMEA |
| ------------------------------------------------------------------------- |
| Description: EMEA sales |
| Skills: Sales=TRUE, Region_EMEA=TRUE |
| English=9 |
| Agent Count: 12 |
| |
| SP-04: Sales_Americas |
| ------------------------------------------------------------------------- |
| Description: Americas sales |
| Skills: Sales=TRUE, Region_Americas=TRUE |
| English=9 |
| Agent Count: 8 |
| |
| SP-05: Support_India_General |
| ------------------------------------------------------------------------- |
| Description: India support - general |
| Skills: Support=TRUE, Region_India=TRUE |
| English=7, Hindi=6 |
| Agent Count: 35 |
| |
| SP-06: Support_India_Tech |
| ------------------------------------------------------------------------- |
| Description: India technical support |
| Skills: TechnicalSupport=TRUE, Support=TRUE |
| English=8, ProductA_Expert=7 |
| Agent Count: 15 |
| |
| SP-07: Support_EMEA |
| ------------------------------------------------------------------------- |
| Description: EMEA support |
| Skills: Support=TRUE, Region_EMEA=TRUE |
| English=9 |
| Agent Count: 3 |
| |
| SP-08: Billing_India |
| ------------------------------------------------------------------------- |
| Description: India billing |
| Skills: Billing=TRUE, Region_India=TRUE |
| English=7, Hindi=6 |
| Agent Count: 15 |
| |
| SP-09: Digital_India |
| ------------------------------------------------------------------------- |
| Description: Digital channels (chat/email) |
| Skills: Digital_Channels=TRUE |
| English=8, Hindi=5 |
| Agent Count: 20 |
| |
| SP-10: Digital_Global |
| ------------------------------------------------------------------------- |
| Description: Global digital support |
| Skills: Digital_Channels=TRUE |
| English=9 |
| Agent Count: 5 |
| |
| SP-11: VIP_Handler |
| ------------------------------------------------------------------------- |
| Description: VIP customer handling |
| Skills: VIP_Handler=TRUE, Sales=TRUE, Support=TRUE |
| English=10 |
| Agent Count: 10 |
| |
| SP-12: Supervisor |
| ------------------------------------------------------------------------- |
| Description: Supervisor (all skills for escalation) |
| Skills: Escalation_Handler=TRUE, All functions |
| English=10 |
| Agent Count: 10 |
| |
+-----------------------------------------------------------------------------+
Skill Profile Creation Procedure¶
Navigation: Control Hub -> Contact Center -> Provisioning -> Skill Profiles
Step 1: Click "Create Skill Profile"
Step 2: Configure Profile
| Field | Value (Example: Sales_India_EN_HI) |
|---|---|
| Name | Sales_India_EN_HI |
| Description | India sales - bilingual |
Step 3: Add Skills
| Skill | Type | Value |
|---|---|---|
| Sales | Boolean | TRUE |
| Region_India | Boolean | TRUE |
| English | Proficiency | 7 |
| Hindi | Proficiency | 7 |
Step 4: Click "Save"
REPEAT for all 12 skill profiles.
6.5 Flow Designer Implementation¶
6.5.1 Flow Migration Overview¶
+-----------------------------------------------------------------------------+
| UCCX -> FLOW DESIGNER MIGRATION |
+-----------------------------------------------------------------------------+
| |
| [!]️ CRITICAL: NO automated migration tool exists. |
| All flows must be MANUALLY RECREATED in Flow Designer. |
| This is a RE-BUILD, not a CONVERSION. |
| |
| UCCX SCRIPT | WXCC FLOW | COMPLEXITY | STATUS |
| ---------------------+-----------------------------+------------+---------|
| MainMenu_EN.aef | India_MainMenu_Flow_v1 | MEDIUM | Build |
| MainMenu_HI.aef | (merged with EN flow) | MEDIUM | Build |
| SalesQueue.aef | Sales_QueueTreatment_v1 | LOW | Build |
| SupportQueue.aef | Support_QueueTreatment_v1 | MEDIUM | Build |
| BillingQueue.aef | Billing_QueueTreatment_v1 | MEDIUM | Build |
| TechSupport.aef | TechSupport_Flow_v1 | MEDIUM | Build |
| AfterHours.aef | AfterHours_Subflow_v1 | LOW | Build |
| Callback.aef | Callback_Flow_v1 | HIGH | Build |
| Survey.aef | Survey_PostCall_v1 | MEDIUM | Build |
| ---------------------+-----------------------------+------------+---------|
| |
| TOTAL: 9 UCCX Scripts -> 9 WxCC Flows |
| |
+-----------------------------------------------------------------------------+
6.5.2 India Main Menu Flow - Detailed Node Structure¶
Per Chapter 3.6.3:
+-----------------------------------------------------------------------------+
| INDIA_MAINMENU_FLOW_V1 - NODE-BY-NODE DESIGN |
+-----------------------------------------------------------------------------+
| |
| NODE | TYPE | CONFIGURATION | OUTPUT |
| ========================================================================= |
| |
| 1 | Start | Entry Point trigger | -> Node 2 |
| | | Auto-accepts call | |
| -----+-------------------+------------------------------------+-----------|
| 2 | Set Variable | Initialize variables: | -> Node 3 |
| | | consent_status = "pending" | |
| | | selected_language = "en" | |
| | | callback_requested = false | |
| -----+-------------------+------------------------------------+-----------|
| 3 | HTTP Request | Business Hours Check | -> Node 4 |
| | | URL: {{API}}/business-hours | or 3A |
| | | Parse: business_hours = response | |
| -----+-------------------+------------------------------------+-----------|
| 3A | GoTo | IF business_hours = FALSE | -> After |
| | | GoTo: AfterHours_Subflow | Hours |
| -----+-------------------+------------------------------------+-----------|
| 4 | Play Message | Welcome + Recording Consent | -> Node 5 |
| | | "Welcome to Abhavtech. This call | |
| | | may be recorded for quality. | |
| | | Press 1 for English. | |
| | | Hindi ke liye 2 dabaiye." | |
| | | Audio: welcome_bilingual.wav | |
| -----+-------------------+------------------------------------+-----------|
| 5 | Collect Digits | Language Selection | -> Node 6 |
| | | Variable: language_choice | or 6A |
| | | Min: 1, Max: 1, Timeout: 5s | |
| | | No Input: Default to "1" (English) | |
| -----+-------------------+------------------------------------+-----------|
| 6 | Condition | IF language_choice = "1" | -> Node 7 |
| | | THEN: Set language = "en" | |
| 6A | Condition | IF language_choice = "2" | -> Node 7 |
| | | THEN: Set language = "hi" | |
| -----+-------------------+------------------------------------+-----------|
| 7 | Virtual Agent V2 | AI Intent Detection (Optional) | -> Node 8 |
| | | Agent: Abhi_VA | or 8A |
| | | Timeout: 5s | |
| | | ON Handled: -> End (contained) | |
| | | ON Escalate: -> Node 8 | |
| | | ON No Intent: -> Node 8 | |
| -----+-------------------+------------------------------------+-----------|
| 8 | Play Message | Main Menu (language-specific) | -> Node 9 |
| | | IF language = "en": | |
| | | "Press 1 for Sales. | |
| | | Press 2 for Support. | |
| | | Press 3 for Billing. | |
| | | Press 4 for Technical Support. | |
| | | Press 0 to speak with agent." | |
| | | Audio: main_menu_en.wav | |
| | | IF language = "hi": | |
| | | Audio: main_menu_hi.wav | |
| -----+-------------------+------------------------------------+-----------|
| 9 | Menu | Main Selection | -> Per |
| | | Variable: menu_selection | option |
| | | Options: 1, 2, 3, 4, 0 | |
| | | Invalid: Replay (max 3x) | |
| | | 1 -> Sales Queue (Node 10) | |
| | | 2 -> Support Queue (Node 11) | |
| | | 3 -> Billing Queue (Node 12) | |
| | | 4 -> TechSupport Queue (Node 13) | |
| | | 0 -> General Queue (Node 14) | |
| -----+-------------------+------------------------------------+-----------|
| 10 | Set Variable | Set skill requirements: | -> Node 15 |
| | | skill_sales = TRUE | |
| | | queue_name = "Sales_India_Queue" | |
| -----+-------------------+------------------------------------+-----------|
| 11 | Set Variable | skill_support = TRUE | -> Node 15 |
| | | queue_name = "Support_India_Queue" | |
| -----+-------------------+------------------------------------+-----------|
| 12 | Set Variable | skill_billing = TRUE | -> Node 15 |
| | | queue_name = "Billing_Queue" | |
| -----+-------------------+------------------------------------+-----------|
| 13 | Set Variable | skill_techsupport = TRUE | -> Node 15 |
| | | queue_name = "TechSupport_Queue" | |
| -----+-------------------+------------------------------------+-----------|
| 14 | Set Variable | Direct to agent | -> Node 15 |
| | | queue_name = "Support_India_Queue" | |
| -----+-------------------+------------------------------------+-----------|
| 15 | Queue Contact | Route to selected queue | -> Agent |
| | | Queue: {{queue_name}} | or |
| | | Skills: Per variables set | Node 16 |
| | | ON No Agent: -> Node 16 | |
| -----+-------------------+------------------------------------+-----------|
| 16 | Play Message | Callback Offer | -> Node 17 |
| | | "All agents busy. Press 1 for | |
| | | callback, 2 to continue waiting." | |
| -----+-------------------+------------------------------------+-----------|
| 17 | Menu | Callback Selection | |
| | | 1 -> Callback_Flow (Subflow) | |
| | | 2 -> Return to Queue (Node 15) | |
| -----+-------------------+------------------------------------+-----------|
| 18 | Disconnect | End Call | END |
| | | Play: goodbye.wav | |
| |
+-----------------------------------------------------------------------------+
6.5.3 Flow Creation Procedure¶
Navigation: Control Hub -> Contact Center -> Flows
Step 1: Create New Flow
- Click "Create Flow"
- Select Type: Inbound Voice Flow
- Name: India_MainMenu_Flow_v1
- Description: Primary India IVR - English/Hindi main menu
Step 2: Build Flow Canvas
- Drag "Start" node (auto-placed)
- Add nodes per design (Section 6.5.2)
- Connect nodes with edges
- Configure each node properties
Step 3: Configure Virtual Agent Node (Node 7)
+-----------------------------------------------------------------------------+
| VIRTUAL AGENT V2 NODE CONFIGURATION |
+-----------------------------------------------------------------------------+
| |
| FIELD | VALUE |
| ---------------------------+--------------------------------------------|
| Virtual Agent | Abhi (select from dropdown) |
| Input Audio | {{NewPhoneContact.MediaResourceId}} |
| Language | {{selected_language}} |
| Welcome Event | WELCOME |
| Timeout Per Turn | 30 seconds |
| Max No Input | 3 |
| ---------------------------+--------------------------------------------|
| |
| OUTPUT VARIABLE MAPPING: |
| VirtualAgent.TranscriptSummary -> {{va_summary}} |
| VirtualAgent.LastIntent -> {{va_intent}} |
| VirtualAgent.EscalationReason -> {{va_reason}} |
| |
+-----------------------------------------------------------------------------+
Step 4: Validate Flow
- Click "Validate" button
- Review all errors/warnings
- Fix any issues
Step 5: Publish Flow
- Click "Publish"
- Add version note: "Initial release"
- Confirm publication
6.5.4 Audio Prompt Migration¶
6.5.4.1 Prompt Inventory (Per Chapter 3.1.4)¶
+-----------------------------------------------------------------------------+
| AUDIO PROMPT INVENTORY - 87 FILES |
+-----------------------------------------------------------------------------+
| |
| ENGLISH PROMPTS (62 files): |
| =========================== |
| Category | Count | Examples |
| ---------------------+-------+--------------------------------------------|
| Welcome/Greeting | 5 | welcome_main.wav, welcome_support.wav |
| Main Menu | 8 | menu_options.wav, press_1_sales.wav |
| Queue Messages | 12 | queue_position.wav, hold_music.wav |
| Error Messages | 6 | invalid_option.wav, timeout.wav |
| Transfer Messages | 4 | transfer_agent.wav, please_hold.wav |
| After Hours | 3 | after_hours.wav, leave_message.wav |
| Holiday | 8 | holiday_general.wav, diwali.wav |
| Survey | 5 | survey_intro.wav, rate_experience.wav |
| Callback | 4 | callback_offer.wav, callback_confirm.wav |
| System | 7 | goodbye.wav, thankyou.wav |
| |
| HINDI PROMPTS (25 files): |
| ========================= |
| Category | Count | Examples |
| ---------------------+-------+--------------------------------------------|
| Welcome/Greeting | 3 | swagat_main.wav |
| Main Menu | 8 | menu_hindi.wav, ek_dabaye.wav |
| Queue Messages | 5 | pratiksha.wav, dhanyawad.wav |
| Error Messages | 3 | galat_chunav.wav |
| After Hours | 2 | office_band.wav |
| System | 4 | namaste.wav, alvida.wav |
| |
+-----------------------------------------------------------------------------+
6.5.4.2 Audio Format Conversion¶
WxCC Audio Requirements:
| Parameter | Specification |
|---|---|
| Format | WAV (RIFF) |
| Sample Rate | 8000 Hz |
| Bit Depth | 16-bit |
| Channels | Mono |
| Max File Size | 10 MB |
| Max Duration | 5 minutes |
Conversion Command (FFmpeg):
## Single file conversion
ffmpeg -i input.wav -ar 8000 -ac 1 -acodec pcm_s16le output.wav
## Bulk conversion script
for file in *.wav; do
ffmpeg -i "$file" -ar 8000 -ac 1 -acodec pcm_s16le "converted/${file}"
done
6.5.4.3 Audio Upload Procedure¶
Navigation: Control Hub -> Contact Center -> Resources -> Audio Files
- Click "Upload Audio"
- Select converted file
- Enter Name (e.g.,
welcome_main_en) - Select Language: English or Hindi
- Click "Upload"
REPEAT for all 87 audio files.
6.6 Agent Desktop & User Provisioning¶
6.6.1 User Profile Design (Per Chapter 3.7.3)¶
+-----------------------------------------------------------------------------+
| AGENT DESKTOP USER PROFILES - 4 PROFILES |
+-----------------------------------------------------------------------------+
| |
| UP-01: Standard_Agent_Profile |
| ======================================================================= |
| Role: Standard Agent |
| Agent Desktop: [OK] Enabled |
| Multimedia Profile: Voice only (1 call at a time) |
| Wrap-up Time: 60 seconds (auto) |
| Permissions: |
| [OK] Answer/Make calls |
| [OK] Hold/Resume |
| [OK] Transfer (Blind/Consult) |
| [OK] Conference |
| [OK] Wrap-up selection |
| [OK] View queue statistics |
| [X] Monitor other agents |
| [X] Access reports |
| [X] Change queue settings |
| Agent Count: 100 |
| |
| UP-02: Premium_Agent_Profile |
| ======================================================================= |
| Role: Premium Agent |
| Agent Desktop: [OK] Enabled |
| Multimedia Profile: Voice + 3 concurrent chats + 5 emails |
| Wrap-up Time: 90 seconds (manual) |
| Additional Permissions: |
| [OK] All Standard permissions |
| [OK] Access digital channels (Chat, WhatsApp, Email) |
| [OK] Agent Assist features |
| [OK] Screen recording (training) |
| Agent Count: 75 |
| |
| UP-03: Supervisor_Profile |
| ======================================================================= |
| Role: Supervisor |
| Agent Desktop: [OK] Enabled (can take calls) |
| Additional Permissions: |
| [OK] All Premium permissions |
| [OK] Monitor agents (listen/whisper/barge) |
| [OK] View real-time dashboards |
| [OK] Access team reports |
| [OK] Change agent states |
| [OK] Re-skill agents (temporary) |
| [X] System configuration |
| Supervisor Count: 10 |
| |
| UP-04: Admin_Profile |
| ======================================================================= |
| Role: Administrator |
| Agent Desktop: Optional |
| Additional Permissions: |
| [OK] All Supervisor permissions |
| [OK] User provisioning |
| [OK] Flow Designer access |
| [OK] Queue/Entry Point configuration |
| [OK] Reporting and analytics |
| [OK] Audit log access |
| Admin Count: 5 |
| |
+-----------------------------------------------------------------------------+
6.6.2 Team Configuration¶
+-----------------------------------------------------------------------------+
| TEAM CONFIGURATION - 8 TEAMS |
+-----------------------------------------------------------------------------+
| |
| TEAM NAME | SITE | AGENTS | SUPERVISOR | QUEUES |
| ---------------------+------------+--------+----------------+-------------|
| India_Sales_Team | Mumbai | 45 | Priya Sharma | Sales_India |
| India_Support_Team | Mumbai | 40 | Raj Kumar | Support_IN |
| India_TechSupport | Mumbai | 15 | Amit Verma | TechSupport |
| India_Billing_Team | Mumbai | 15 | Sneha Gupta | Billing |
| Chennai_Support | Chennai | 25 | Karthik Raja | Support_IN |
| India_Digital_Team | Chennai | 25 | Lakshmi Iyer | Digital |
| EMEA_Team | London | 15 | James Wilson | Sales_EMEA |
| Americas_Team | New Jersey | 10 | Mike Johnson | Sales_Amer |
| ---------------------+------------+--------+----------------+-------------|
| TOTAL | | 175 | 10 | |
| |
+-----------------------------------------------------------------------------+
6.6.3 Bulk Agent Provisioning¶
CSV Template for 175 Agents¶
| Column | Required | Example |
|---|---|---|
| Yes | agent1@abhavtech.com | |
| First Name | Yes | Priya |
| Last Name | Yes | Sharma |
| Site | Yes | Mumbai |
| Team | Yes | India_Sales_Team |
| User Profile | Yes | Standard_Agent_Profile |
| Skill Profile | Yes | Sales_India_EN_HI |
| Multimedia Profile | Yes | Voice_Only |
| Extension | Optional | 81001 |
Upload Procedure:
- Download CSV template from Control Hub
- Populate with 175 agent records
- Navigate to: Control Hub -> Users -> Bulk Manage
- Upload CSV file
- Review validation results
- Confirm import
6.7 Digital Channel Setup¶
6.7.1 Web Chat Widget Configuration (Per Chapter 3.8.2)¶
Navigation: Control Hub -> Contact Center -> Channels -> Chat
Step 1: Create Chat Asset¶
- Click "Create Chat Asset"
- Configure:
| Field | Value |
|---|---|
| Name | Abhavtech_WebChat_Widget |
| Description | Customer support chat widget |
| Entry Point | Global_Chat_EP |
Step 2: Widget Branding¶
| Setting | Value |
|---|---|
| Primary Color | #1F4E79 (Abhavtech blue) |
| Logo | Upload abhavtech_logo.png |
| Widget Title | Chat with Abhavtech |
| Subtitle | We're here to help |
Step 3: Pre-Chat Form¶
| Field | Required | Type |
|---|---|---|
| Name | Yes | Text |
| Yes | ||
| Query Type | Yes | Dropdown (Sales/Support/Billing/Other) |
Step 4: Generate Embed Code¶
<!-- Abhavtech Chat Widget -->
<script>
!function(e,t){
var n=document.createElement("script");
n.type="text/javascript",
n.async=!0,
n.src="https://wxcc-connect.webex.com/bundle/abhavtech_widget.js",
(document.getElementsByTagName("head")[0]||
document.getElementsByTagName("body")[0]).appendChild(n)
}(window,document);
</script>
Step 5: Deploy to Website¶
- Provide embed code to web development team
- Deploy to: www.abhavtech.com/support
- Test widget functionality
6.7.2 WhatsApp Business Configuration¶
Prerequisites: - WhatsApp Business Account (verified) - Meta Business Suite access - Approved message templates
Navigation: Control Hub -> Contact Center -> Channels -> Social Messaging
Step 1: Connect WhatsApp Business¶
- Click "Add Channel" -> "WhatsApp"
- Authenticate with Meta Business Suite
- Select WhatsApp Business number: +91-XXXXXXXXXX
- Accept WhatsApp Business terms
Step 2: Configure Channel¶
| Setting | Value |
|---|---|
| Entry Point | Global_Chat_EP |
| Queue | Digital_Chat_Queue |
| Auto-Response | Enabled (outside business hours) |
| Response Time SLA | 15 seconds |
6.7.3 Email Channel Configuration¶
Navigation: Control Hub -> Contact Center -> Channels -> Email
Step 1: Connect Mailbox¶
- Click "Add Email Channel"
- Email Address: support@abhavtech.com
- Mailbox Type: Microsoft 365 (OAuth)
- Authenticate with Microsoft 365
Step 2: Configure Settings¶
| Setting | Value |
|---|---|
| Polling Interval | 30 seconds |
| Entry Point | Global_Email_EP |
| Default Queue | Digital_Email_Queue |
| Auto-Acknowledgment | Enabled |
| Service Level | 4 hours |
6.8 AI/Virtual Agent Setup - Dual Platform Configuration¶
6.8.1 Architecture Overview¶
+-----------------------------------------------------------------------------+
| VIRTUAL AGENT "ABHI" - DUAL PLATFORM ARCHITECTURE |
+-----------------------------------------------------------------------------+
| |
| +---------------------------------------------------------------------+ |
| | GOOGLE CLOUD PLATFORM | |
| | +-------------+ +-------------+ +-------------+ | |
| | | Dialogflow | | Cloud | | Cloud | | |
| | | CX Agent | | Functions | | Speech/TTS | | |
| | | "Abhi" | | (Webhooks) | | APIs | | |
| | +------+------+ +------+------+ +-------------+ | |
| | | | | |
| | +----------------+ | |
| | | | |
| +----------------+-----------------------------------------------------+ |
| | Service Account + JSON Key |
| v |
| +---------------------------------------------------------------------+ |
| | WEBEX CONTACT CENTER | |
| | +-------------+ +-------------+ +-------------+ | |
| | | Virtual | | Flow | | Agent | | |
| | | Agent | | Designer | | Desktop | | |
| | | Connector | | VA Node | | (Context) | | |
| | +-------------+ +-------------+ +-------------+ | |
| | | |
| +---------------------------------------------------------------------+ |
| |
+-----------------------------------------------------------------------------+
6.8.2 PART A: Google Cloud Platform Configuration¶
6.8.2.1 Prerequisites¶
| Requirement | Details |
|---|---|
| Google Cloud Account | With billing enabled |
| IAM Permissions | Dialogflow API Admin, Service Account Admin |
| APIs to Enable | Dialogflow, Speech-to-Text, Text-to-Speech |
| Region | asia-south1 (Mumbai) for data residency |
6.8.2.2 Step 1: Create Google Cloud Project¶
Navigation: console.cloud.google.com
- Click "Select Project" -> "New Project"
- Project Name: abhavtech-wxcc-ai
- Organization: abhavtech.com
- Click "Create"
- Record Project ID: abhavtech-wxcc-ai
6.8.2.3 Step 2: Enable Required APIs¶
Navigation: APIs & Services -> Library
Enable: - [OK] Dialogflow API - [OK] Cloud Speech-to-Text API - [OK] Cloud Text-to-Speech API - [OK] Cloud Functions API - [OK] Secret Manager API
6.8.2.4 Step 3: Create Service Account¶
Navigation: IAM & Admin -> Service Accounts
- Click "Create Service Account"
- Name: wxcc-dialogflow-connector
- Description: Service account for Webex Contact Center integration
- Click "Create and Continue"
Assign Roles: - Dialogflow API Client - Dialogflow API Reader - Service Account Token Creator
- Click "Done"
Generate JSON Key:
- Click on service account wxcc-dialogflow-connector
- Go to "Keys" tab
- Click "Add Key" -> "Create New Key"
- Select JSON
- Click "Create"
- SAVE the downloaded JSON file securely
6.8.2.5 Step 4: Create Dialogflow CX Agent¶
Navigation: dialogflow.cloud.google.com/cx
- Select Project: abhavtech-wxcc-ai
- Click "Create Agent"
- Configure:
+-----------------------------------------------------------------------------+
| DIALOGFLOW CX AGENT CONFIGURATION |
+-----------------------------------------------------------------------------+
| |
| FIELD | VALUE |
| ---------------------------+--------------------------------------------|
| Display Name | Abhi (अभि) |
| Location | asia-south1 (Mumbai) |
| Default Language | en (English) |
| Additional Languages | hi (Hindi) |
| Time Zone | Asia/Kolkata |
| ---------------------------+--------------------------------------------|
| |
| ADVANCED SETTINGS: |
| * Speech to Text: Google Cloud Speech |
| * Text to Speech: Neural voice (en-IN-Wavenet-A, hi-IN-Wavenet-A) |
| * Logging: Enable Cloud Logging |
| * Enable spell correction: Yes |
| |
+-----------------------------------------------------------------------------+
- Click "Create"
- Record Agent ID: (from Agent Settings)
6.8.2.6 Step 5: Configure Intents (Per Chapter 3.9.2)¶
Phase 1 Intents - 15 Intents:
+-----------------------------------------------------------------------------+
| PHASE 1 INTENT LIBRARY - 15 INTENTS |
+-----------------------------------------------------------------------------+
| |
| INTENT | TRAINING PHRASES | FULFILLMENT | CHANNEL |
| ---------------------+------------------+----------------------+----------|
| greeting.hello | 20 | Greeting response | All |
| order.status | 30 | Webhook: /orders | All |
| order.track | 25 | Webhook: /tracking | All |
| product.inquiry | 40 | Knowledge Base | All |
| product.pricing | 25 | Webhook: /pricing | All |
| account.balance | 20 | Webhook: /balance | Voice |
| account.info | 20 | Webhook: /account | All |
| support.general | 35 | Escalate to agent | All |
| support.troubleshoot | 30 | KB + escalate | All |
| billing.inquiry | 25 | Webhook: /billing | Voice |
| hours.location | 15 | Static response | All |
| callback.request | 15 | Callback flow | Voice |
| agent.handoff | 20 | Immediate escalate | All |
| feedback.survey | 15 | Survey flow | All |
| fallback.default | N/A | Clarify + retry | All |
| ---------------------+------------------+----------------------+----------|
| |
| TOTAL: 15 Intents, ~355 Training Phrases |
| |
+-----------------------------------------------------------------------------+
Intent Creation Procedure:
- Navigate to "Manage" -> "Intents"
- Click "+ Create"
- Enter Intent Name: order.status
- Add Training Phrases (30):
- Where is my order
- Track my order
- Order status
- What is my order status
- Mera order kahan hai (Hindi)
- Order ka status kya hai (Hindi)
- (Add remaining variations)
- Click "Save"
REPEAT for all 15 intents.
6.8.2.7 Step 6: Configure Webhook Fulfillment¶
Create Cloud Function:
Navigation: Cloud Functions -> Create Function
// abhavtech-va-webhook/index.js
const functions = require('@google-cloud/functions-framework');
functions.http('dialogflowWebhook', async (req, res) => {
const tag = req.body.fulfillmentInfo?.tag;
const params = req.body.sessionInfo?.parameters || {};
const ani = params.ani || '';
let responseText = '';
switch(tag) {
case 'order-status':
const orderNum = params.order_number;
// Call Abhavtech Order API
const status = await getOrderStatus(orderNum);
responseText = `Your order ${orderNum} is ${status.status}.
Expected delivery: ${status.delivery_date}.`;
break;
case 'account-balance':
const balance = await getAccountBalance(ani);
responseText = `Your current account balance is ₹${balance}.`;
break;
case 'product-pricing':
const product = params.product_name;
const pricing = await getProductPricing(product);
responseText = `${product} pricing starts at ₹${pricing.base_price}.
Would you like to know more?`;
break;
default:
responseText = 'I understand. Let me connect you with an agent.';
}
res.json({
fulfillment_response: {
messages: [{
text: { text: [responseText] }
}]
}
});
});
// API helper functions
async function getOrderStatus(orderNum) {
const response = await fetch(`${process.env.ABHAVTECH_API}/orders/${orderNum}`);
return response.json();
}
async function getAccountBalance(phone) {
const response = await fetch(`${process.env.ABHAVTECH_API}/customers/balance?phone=${phone}`);
return response.json();
}
async function getProductPricing(product) {
const response = await fetch(`${process.env.ABHAVTECH_API}/products/pricing?name=${product}`);
return response.json();
}
Deploy Function:
gcloud functions deploy abhavtech-va-webhook \
--gen2 \
--runtime=nodejs18 \
--region=asia-south1 \
--trigger-http \
--allow-unauthenticated \
--set-env-vars ABHAVTECH_API=https://api.abhavtech.com/v1 \
--entry-point=dialogflowWebhook
Configure in Dialogflow CX:
- Navigate to "Manage" -> "Webhooks"
- Click "+ Create"
- Display Name: abhavtech-fulfillment-webhook
- Webhook URL: (Cloud Function URL from deployment)
- Click "Save"
6.8.2.8 Step 7: Configure Escalation Flow¶
- Create Intent: agent.handoff
- Training Phrases:
- Talk to an agent
- I want to speak to someone
- Human please
- Connect me to a person
- Agent
- Representative
-
Mujhe agent se baat karni hai (Hindi)
-
Create Escalation Page:
- Add Parameter:
live_agent_escalation=true - Response: "I'm connecting you to an agent now. Please hold."
6.8.2.9 Step 8: Test Agent¶
- Click "Test Agent" in Dialogflow CX Console
- Test each intent with sample utterances
- Verify webhook responses
- Test Hindi language
- Test escalation flow
6.8.3 PART B: Webex Contact Center Configuration¶
6.8.3.1 Step 1: Add Virtual Agent Connector¶
Navigation: Control Hub -> Contact Center -> Connectors
- Click "Set Up" under Virtual Agent
- Select "Google Dialogflow CX"
- Click "Next"
6.8.3.2 Step 2: Configure Connection¶
+-----------------------------------------------------------------------------+
| WXCC DIALOGFLOW CX CONNECTOR CONFIGURATION |
+-----------------------------------------------------------------------------+
| |
| FIELD | VALUE |
| ---------------------------+--------------------------------------------|
| Connector Name | Abhi-Dialogflow-Connector |
| Google Cloud Project ID | abhavtech-wxcc-ai |
| Location | asia-south1 |
| Agent ID | [From Dialogflow CX Agent Settings] |
| Service Account Key | [Upload JSON key file] |
| ---------------------------+--------------------------------------------|
+-----------------------------------------------------------------------------+
- Upload Service Account JSON key
- Click "Test Connection" - Verify "Connection Successful"
- Click "Save"
6.8.3.3 Step 3: Create Virtual Agent Configuration¶
Navigation: Control Hub -> Contact Center -> Features -> Virtual Agent
- Click "Create Virtual Agent"
- Configure:
| Field | Value |
|---|---|
| Name | Abhi |
| Connector | Abhi-Dialogflow-Connector |
| Default Language | en-US |
| Additional Languages | hi-IN |
| Voice | Neural (Dialogflow TTS) |
| Max No Input | 3 |
| Max Turns | 10 |
| Timeout Per Turn | 30 seconds |
- Click "Save"
6.8.3.4 Step 4: Add Virtual Agent Node to Flow¶
Navigation: Contact Center -> Flows -> India_MainMenu_Flow_v1 -> Edit
- Add "Virtual Agent V2" node after language selection
- Configure:
+-----------------------------------------------------------------------------+
| VIRTUAL AGENT V2 NODE - FLOW DESIGNER CONFIGURATION |
+-----------------------------------------------------------------------------+
| |
| FIELD | VALUE |
| ---------------------------+--------------------------------------------|
| Virtual Agent | Abhi |
| Input Audio | {{NewPhoneContact.MediaResourceId}} |
| Language | {{selected_language}} |
| Welcome Event | WELCOME |
| Timeout Per Turn | 30 seconds |
| Max No Input | 3 |
| ---------------------------+--------------------------------------------|
| |
| OUTPUT PATHS: |
| * Handled -> End Flow (contained call) |
| * Escalated -> Continue to DTMF Menu (Node 8) |
| * Error -> Error handling -> Queue_Support |
| |
| CONTEXT VARIABLES TO PASS TO AGENT: |
| * va_summary = {{VirtualAgent.TranscriptSummary}} |
| * va_intent = {{VirtualAgent.LastIntent}} |
| * va_reason = {{VirtualAgent.EscalationReason}} |
| |
+-----------------------------------------------------------------------------+
- Connect output paths
- Validate and Publish flow
6.8.3.5 Virtual Agent Testing Checklist¶
+-----------------------------------------------------------------------------+
| VIRTUAL AGENT "ABHI" - TESTING CHECKLIST |
+-----------------------------------------------------------------------------+
| |
| GOOGLE CLOUD SIDE: |
| [ ] Service Account permissions correct |
| [ ] Dialogflow agent responds in test console |
| [ ] Webhook integration works (order status, balance) |
| [ ] Hindi language model trained and working |
| [ ] Escalation intent triggers properly |
| |
| WEBEX SIDE: |
| [ ] Connector test passes ("Connection Successful") |
| [ ] Virtual Agent node executes in flow |
| [ ] Speech recognized correctly |
| [ ] Contained calls end properly |
| [ ] Escalated calls route to queue with context |
| [ ] Context (summary, intent, reason) visible in Agent Desktop |
| |
| END-TO-END SCENARIOS: |
| [ ] "Where is my order" -> Order status provided -> Call ends |
| [ ] "What is my balance" -> Balance stated -> Call ends |
| [ ] "Talk to agent" -> Escalates with context -> Agent receives call |
| [ ] Hindi: "Mera order kahan hai" -> Status in Hindi -> Call ends |
| [ ] 3x no input -> Auto escalate -> Agent receives call |
| |
| CONTAINMENT TARGET: 25% (Phase 1) |
| |
+-----------------------------------------------------------------------------+
6.9 Recording & WFO Configuration¶
6.9.1 Recording Configuration (Per Chapter 3.10)¶
+-----------------------------------------------------------------------------+
| RECORDING CONFIGURATION BY REGION |
+-----------------------------------------------------------------------------+
| |
| REGION | CONSENT | STORAGE | RETENTION | PCI PAUSE |
| -----------+----------------+------------+-----------+--------------------|
| India | Single-party + | India DC | 365 days | Auto on DTMF |
| | Announcement | | (OSP req) | (Billing queue) |
| UK | Two-party | UK DC | 180 days | Auto on DTMF |
| | (GDPR) | | | |
| EU | Two-party | EU DC | 180 days | Auto on DTMF |
| | (GDPR + C5) | | | |
| Americas | Announce | US DC | 90 days | Auto on DTMF |
| | (state-depend) | | | |
| -----------+----------------+------------+-----------+--------------------|
| |
| [!]️ India OSP requires minimum 1-year (365 days) retention |
| |
+-----------------------------------------------------------------------------+
6.9.2 Recording Settings¶
Navigation: Control Hub -> Contact Center -> Settings -> Recording
| Setting | Value |
|---|---|
| Recording Mode | All Calls (100%) |
| Recording Format | Dual-channel stereo |
| Recording Announcement | Enabled |
| Recording Pause/Resume | Enabled |
| Auto-Pause on DTMF | Enabled (for PCI) |
| Storage Location | Regional (per compliance) |
| Retention Period | 365 days (India), 180 days (EMEA), 90 days (US) |
6.9.3 Quality Management Setup¶
Navigation: Control Hub -> Contact Center -> WFO -> Quality Management
Evaluation Forms¶
| Form Name | Target | Sections | Score |
|---|---|---|---|
| QM_Voice_Sales | Sales agents | Greeting, Product Knowledge, Closing | 100 |
| QM_Voice_Support | Support agents | Greeting, Issue Resolution, FCR | 100 |
| QM_Digital | Digital agents | Response Time, Accuracy, Tone | 100 |
6.9.4 Workforce Management Setup¶
| Setting | Value |
|---|---|
| Schedule Adherence Target | 95% |
| Grace Period | 3 minutes |
| Alert Threshold | Below 90% |
| Forecast Method | Historical + AI |
6.10 Pre-Go-Live Validation¶
6.10.1 Configuration Validation Checklist¶
+-----------------------------------------------------------------------------+
| PRE-GO-LIVE CONFIGURATION CHECKLIST |
+-----------------------------------------------------------------------------+
| |
| COMPONENT | ITEMS | STATUS |
| ======================================================================= |
| |
| TENANT SETUP |
| ----------------------------------------------------------------------- |
| [ ] Tenant activated with India DC |
| [ ] Licenses assigned (100 Standard + 75 Premium + 10 Supervisor) |
| [ ] SSO configured and tested |
| [ ] Admin roles assigned |
| [ ] Data residency verified |
| |
| ENTRY POINTS |
| ----------------------------------------------------------------------- |
| [ ] 6 Entry Points created and active |
| [ ] Dial numbers mapped correctly |
| [ ] Flows associated with Entry Points |
| [ ] Test calls reach Entry Points |
| |
| QUEUES |
| ----------------------------------------------------------------------- |
| [ ] 10 Queues configured |
| [ ] Skills-based routing configured |
| [ ] Skill relaxation tested |
| [ ] Overflow paths verified |
| |
| SKILLS |
| ----------------------------------------------------------------------- |
| [ ] 18 Skills created |
| [ ] 12 Skill Profiles configured |
| [ ] Agents assigned skill profiles |
| |
| FLOWS |
| ----------------------------------------------------------------------- |
| [ ] 9 Flows built and published |
| [ ] 87 Audio prompts uploaded |
| [ ] Virtual Agent integration working |
| [ ] All flow paths tested |
| |
| AGENTS |
| ----------------------------------------------------------------------- |
| [ ] 175 Agents provisioned |
| [ ] 8 Teams configured |
| [ ] User profiles assigned |
| [ ] Agent Desktop accessible |
| |
| DIGITAL CHANNELS |
| ----------------------------------------------------------------------- |
| [ ] Chat widget deployed and tested |
| [ ] WhatsApp connected and tested |
| [ ] Email channel configured |
| |
| AI / VIRTUAL AGENT |
| ----------------------------------------------------------------------- |
| [ ] GCP Dialogflow CX agent configured |
| [ ] 15 Intents trained and tested |
| [ ] WxCC connector connected |
| [ ] VA node in flows working |
| [ ] Escalation with context verified |
| |
| RECORDING & COMPLIANCE |
| ----------------------------------------------------------------------- |
| [ ] Recording enabled (all calls) |
| [ ] Consent announcements playing |
| [ ] PCI auto-pause working |
| [ ] Regional storage verified |
| |
+-----------------------------------------------------------------------------+
6.10.2 Call Flow Test Scenarios¶
+-----------------------------------------------------------------------------+
| CALL FLOW TEST MATRIX - 20 SCENARIOS |
+-----------------------------------------------------------------------------+
| |
| ID | SCENARIO | EXPECTED RESULT | STATUS |
| ======================================================================= |
| |
| VOICE FLOWS |
| ----------------------------------------------------------------------- |
| TC-01 | India TF -> English -> Sales | Sales_India_Queue | [ ] |
| TC-02 | India TF -> Hindi -> Support | Support_India_Queue| [ ] |
| TC-03 | Mumbai DID -> Billing | Billing_Queue | [ ] |
| TC-04 | Invalid menu option | Retry (max 3x) | [ ] |
| TC-05 | Timeout (no input) | Default English | [ ] |
| TC-06 | After hours call | AfterHours flow | [ ] |
| TC-07 | UK number -> EMEA_Main_EP | Sales_EMEA_Queue | [ ] |
| TC-08 | US number -> Americas_Main_EP | Sales_Americas_Q | [ ] |
| |
| VIRTUAL AGENT |
| ----------------------------------------------------------------------- |
| TC-09 | "Where is my order" | Order status given | [ ] |
| TC-10 | "What is my balance" (Hindi) | Balance in Hindi | [ ] |
| TC-11 | "Talk to an agent" | Escalate w/context | [ ] |
| TC-12 | 3x no input | Auto escalate | [ ] |
| |
| AGENT OPERATIONS |
| ----------------------------------------------------------------------- |
| TC-13 | Agent hold/resume | MOH plays, resume | [ ] |
| TC-14 | Blind transfer to queue | Transfer completes | [ ] |
| TC-15 | Consult transfer | Context preserved | [ ] |
| TC-16 | Conference call | 3-way works | [ ] |
| |
| DIGITAL CHANNELS |
| ----------------------------------------------------------------------- |
| TC-17 | Web chat conversation | Agent receives chat| [ ] |
| TC-18 | WhatsApp inbound | Routed to digital Q| [ ] |
| TC-19 | Email routing | Email in queue | [ ] |
| |
| RECORDING |
| ----------------------------------------------------------------------- |
| TC-20 | Recording playback | Recording accessible| [ ] |
| |
+-----------------------------------------------------------------------------+
6.10.3 Go/No-Go Criteria¶
+-----------------------------------------------------------------------------+
| GO/NO-GO DECISION CRITERIA |
+-----------------------------------------------------------------------------+
| |
| CRITERIA | THRESHOLD | ACTUAL | STATUS |
| ----------------------------------+------------------+----------+---------|
| All Entry Points functional | 100% (6/6) | | [ ] |
| All Queues receiving calls | 100% (10/10) | | [ ] |
| Agent Desktop accessible | 100% (175/175) | | [ ] |
| Virtual Agent containment | > 20% | | [ ] |
| Recording operational | 100% | | [ ] |
| Test scenarios passed | > 95% (19/20) | | [ ] |
| No P1/P2 defects open | 0 | | [ ] |
| Rollback plan documented | Complete | | [ ] |
| Agent training completed | 100% | | [ ] |
| Supervisor sign-off | All supervisors | | [ ] |
| ----------------------------------+------------------+----------+---------|
| |
| FINAL DECISION: [ ] GO [ ] NO-GO |
| |
| Date: ________________ Time: ________________ |
| Approved By: _____________________________ |
| |
+-----------------------------------------------------------------------------+
6.10.4 Sign-Off¶
+-----------------------------------------------------------------------------+
| IMPLEMENTATION SIGN-OFF |
+-----------------------------------------------------------------------------+
| |
| ROLE | NAME | SIGNATURE | DATE |
| ------------------------+--------------------+---------------+------------|
| Project Manager | | | |
| Technical Lead | | | |
| CC Operations Manager | | | |
| IT Security | | | |
| Business Owner | | | |
| ------------------------+--------------------+---------------+------------|
| |
+-----------------------------------------------------------------------------+
Document References¶
| Reference | Description |
|---|---|
| Chapter 1 | Discovery & Current State Assessment |
| Chapter 3 v2.0 | Webex Contact Center Design (source of truth) |
| Chapter 4 | Security & Compliance |
| Chapter 5 | Network & Infrastructure |
| Dialogflow CX Docs | cloud.google.com/dialogflow/cx/docs |
| WxCC Admin Guide | help.webex.com/en-us/article/n4jgze8 |
| Flow Designer Guide | help.webex.com/en-us/article/n9n1j5w |
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