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Mission Integrating the AI Agent with Flow for Voice Calls

Mission overview

Your mission is to:

Integrate the AI Agent with the Voice Flow.

Task 1. Build WxCC voice flow with AI Agent.

  1. In Control Hub navigate to Flows, click on Manage Flows dropdown list and select Create Flows. Select Start Fresh. Profiles

  2. Name the new flow AutonomousAI_Flow_2000_ and click Create Flow. Profiles

  3. Make sure the Edit mode at the top is set to ON. Then, drag and drop the Virtual Agent V2 and DisconnectContact activities from the left panel onto the canvas.

    Note

    Please make sure to use VirtualAgentV2 activity and NOT VirtualAgent also present on the Activity Library for Backward Compatability.

    Connect the New Phone Contact output node edge to this VirtualAgentV2 node

    Connect the Handled outputs to DisconnectContact

    Connect the Errored outputs to DisconnectContact

    Click on VirtulaAgentV2 block and select Static Contact Center AI Config

    Select Contact Center AI Config as Webex AI Agent (Autonomous)

    Virtual Agent: _2000_AutoAI_Lab Profiles

  4. Drag and drop Queue Contact and Play Music nodes. Configure them as the following:

    • Queue Contact

    Connect the Escalated path from the Virtual Agent V2 activity to the Queue Contact activity.

    Connect the Queue Contact activity to the Play Music activity

    Connect the Failure path from the Queue Contact activity to the Disconnect Contact activity.

    Click on Queue Contact node and select Static Queue.

    Queue name: _2000_Voice_Queue

    • Play Music

    Create a loop by connecting the Play Music activity back to itself - to create a music loop, following the diagram provided.

    Connect the Failure path from the Play Music activity to the Disconnect Contact activity.

    Music File: defaultmusic_on_hold_cisco_opus_no_1.wav

    Profiles

  5. Validate and Publish Flow. In popped up window click on dropdown menu to select Latest label (DO NOT Select any other tag but only Latest), then click Publish. Profiles

  6. Assign the Flow to your Channel (Entry Point) - Do this by first going to Channel, search for your channel _2000_Channel.

  7. Click on _2000_Channel Profiles

  8. In Channel settings section change the following:

    Routing Flow: AutonomousAI_Flow_2000_

    Version Label: Latest

    Music on Hold: defaultmusic_on_hold.wav

    Profiles

  9. Dial Support Number assigned to your _2000_Channel to test the Autonomous AI Agent over a voice call.

Task 2. Test Agent Handoff Configurations.

  1. From the browser start logging in to Agent Desktop with the same credentials. You will see another login screen with OKTA on it where you may need to enter the email address again and the password provided to you.
  2. Select Desktop endpoint option and choose the team. _2000_Team. Click Submit. Allow browser to access Microphone by clicking Allow on every visit.

  3. Make your agent Available and you're ready to make a call.

    profiles

  4. Dial the support number assigned to your _2000_Channel channel, and during the conversation with the AI agent, ask to talk to a representetive or live agent.

  5. By default, the Conversation Transcripts setting is enabled in VirtualAgentV2 block. Profiles

  6. With this setting enabled, the live agent can see the conversation details between the caller and the AI agent. Please check if you can view the IVR transcripts during your test calls with Agent Handoff. Profiles

Congratulations, you have officially completed the Autonomous AI Agent lab! 🎉🎉