Skip to content

Please submit the form below with your Attendee ID in 3 digits long format (e.g. if your attendee ID is 51, please enter 051) and click Save. All configuration items in the lab guide will be renamed with that prefix.



Lab 1 Cisco Text-To-Speech

In this lab, we will learn how Cisco Text To Speech can be used to transform flows into intelligent and personalized interactions using text-to-speech.

We will discover how Cisco's text-to-speech capability can enhance the customer experience by personalizing interactions within flows. Then, we will elevate these flows by integrating virtual agents in a subsequent lab.

Objectives

Lab Objective

By the end of this lab, attendees will:

Transform traditional flows using text-to-speech to enhance the call path and introduce personalization through data.

Pre-requisites

  • You have received the access credentials with a contact center administrator access.

  • Your Attendee ID will be used as the login in all the web pages, in the format: wxcclabs+admin_ID***@gmail.com

Eligibility Criteria for TTS in Production

Flex 3 Subscription - Must have an active Flex 3 subscription for WxCC contact Center – “SKU = A-Flex-3-CC”

Next Generation Media platform - Customer tenant ”MUST” be on an enhancement media platform (RTMS)

Lab Configuration

User Role User Login Credentials
Administrator wxcclabs+admin_IDattendeeID@gmail.com

Step 1: Creating a flow with Text-To-Speech

Step Objective

In this step:

  • We will create a flow using Flow Template

  • Explore the flow to see how Text-To-Speech is used

  • Place a call to see verify/validate the speech

  • Log into Control Hub with your Administrator User - wxcclabs+admin_IDattendeeID@gmail.com




  • Verify that an entry point named attendeeID_EP exists in the system, where attendeeID is your attendeeID. Make sure to take a note of the support Number assigned to your entry point. This will the number you dial in to make test call.




  • Create a flow by using the flow template and choose template Hello World

  • Once selected, please rename the flow template with your attendeeID Wx1_TTS_attendeeID




  • Check the Play Message node to see the connector used and the text-to-Speeh Message that is added

  • Validate the flow by clicking "Validate" and then "Publish" the Flow.




  • Assign the Flow to your Channel (Entry Point) - Do this by first going to Channel > Search for your channel attendeeID_EP where attendeeID is your attendeeID

  • Select the Latest version of the flow > Click Save.




  • Click "Save".

  • Make a test call by calling the Support Number provided, which is configured in your Channel Configuration.

  • Reopen the flow designer by choosing your Flow > `Wx1_TTS_attendeeID where attendeeID is your attendeeID

  • Open the debug view and explore the call path and the steps taken in the flow.




  • Note that the interaction ID uniquely identifies the flow and assists in debugging.

Step 2: Enhance TTS by adding a language

Step Objective

In this step:

  • Change the TTS lanauage to use en-AU

  • Place a call to see verify/validate the speech

  • Go back to the flow created in the previosus step named Wx1_TTS_attendeeID

  • Change the mode from Read-only to Edit-on mode




  • Add a Global Variable named Global_Language added to the flow




  • Add a SetVariable node with variable Global_Language that was added to the flow from the previsous step. Add Set Value as en-AU which English (Australia)




  • Validate the flow by clicking Validate, Publish and select the Latest version of the flow:




  • Make a test call by calling the Support Number provided, which is configured in your Channel Configuration.

  • Verify if the TTS language changed

Note

Other supported lanaguages are listed here: Supported Languages

Congratulations, you have officially completed the Cisco Text-To-Speech lab! 🎉🎉