PDF(117.2 KB) View with Adobe Reader on a variety of devices
ePub(146.9 KB) View in various apps on iPhone, iPad, Android, Sony Reader, or Windows Phone
Mobi (Kindle)(391.6 KB) View on Kindle device or Kindle app on multiple devices
Updated:September 29, 2021
The documentation set for this product strives to use bias-free language. For the purposes of this documentation set, bias-free is defined as language that does not imply discrimination based on age, disability, gender, racial identity, ethnic identity, sexual orientation, socioeconomic status, and intersectionality. Exceptions may be present in the documentation due to language that is hardcoded in the user interfaces of the product software, language used based on RFP documentation, or language that is used by a referenced third-party product. Learn more about how Cisco is using Inclusive Language.
This document describes how to configure Contact Center Enterprise (CCE) Agent Answers and Transcripts integrated with Google Contact Center Artificial Intelligence (CCAI) for CCE 12.5 with Finesse 12.6 and CVP 12.6.
Contributed by Ramiro Amaya Cisco TAC Engineer and Adithya Udupa, and Raghu Guvvala, Cisco Engineers.
Cisco recommends that you have knowledge of these topics:
Cisco Unified Contact Center Enterprise (UCCE) Release 12.5
Cisco Package Contact Center Enterprise (PCCE) Release 12.6
Customer Voice Portal (CVP)
Cisco Finesse 12.6
Cisco Unified Border Element (CUBE) or Voice Gateway (GW)
The information in this document is based on these software versions:
UCCE Release 12.5
CVP 12.6 ES6
Cisco Finesse 12.6 ES 1
VCUBE - Cisco IOS XE Bengaluru 17.4
The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, ensure that you understand the potential impact of any command.
CCE 12.6 introduces the Agent Answers feature, in which an agent is provided with relevant suggestions and recommendations in real time for the agent to consider. The suggestions and recommendations are based on the conversation between the caller and the agent. Agent Answers enhances the customer experience because the timely suggestions improve the ability of the agent to respond. Businesses can cut down on training costs and time.
Note: This feature is now backward compatible with CCE core 12.5. Other components, like CVP and Finesse require to be in 12.6.
Note: This feature is only supported in VCUBE, and CVP 12.6 ES6 is required in order to support Agent Answers conference and Transfer.
In this document you find the specific steps required for CCE 12.5.
Step 1. On UCCE Admin workstation (AW), open Config Manager and navigate to Expanded Call Variable (ECC) List under List Tools, and create the ECC variables configid and callguid and associate them with their ECC payload.
Step 2. Restart the Voice Response Unit (VRU) Peripheral Gateway (PG).
Step 3. Associate the configid and callguid ECC variables in the CCE script before the Send to VRU node.
Step 1. In Finesse Command Line Interface (CLI), execute this command.