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Updated:August 7, 2020
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This document describes how to provision Google Contact Center Artificial Intelligence (CCAI) with Cisco Contact Center Enterprise (CCE).
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 12.5
CVP Release 12.5
Cisco Virtualized Voice Browser (CVVB) 12.5
Google Cloud Project (GCP)
The information in this document is based on this software:
Cisco Commerce Workspace (CCW).
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, make sure that you understand the potential impact of any command.
Cisco Contact Center Enterprise customers can leverage Virtual Assist and Conversational Interactive Voice Response (IVR) capabilities powered by Google CCAI. Customer Virtual Assist (CVA) is a feature of Cisco Unified Customer Voice Portal (CVP) and Virtual Voice Browser (VVB) and is a part of the Cisco Contact Center portfolio.
This document outlines the steps partners or customers need to follow in order to enable Google CCAI services procured through Cisco and provision it to work with Cisco Contact Center Solution.
This workflow indicates the steps required to provision CCAI for Cisco partners:
The steps for the successful provision of CC AI are outlined here:
Step 1. Place the order on CCW.
Partners or customers can log in to the Cisco Sales Portal - CCW with their CCO ID and place the order for Google CCAI.
Step 2. Create your GCP account and GCP project (Customer's GCP project) where your CCAI Applications is hosted.
Note: For details on how to create the GCP account and project, follow these sections in this document: Create a Google Account or GCP Account for Customers and Create a GCP Project.
Step 4. Associate the Cisco-provided service account with the customer's GCP project.
Once you receive the provision completion notification from Cisco, Cisco provides the service account that can be associated with your GCP account and can be integrated with your Contact Center Applications. This completes the Google CCAI provision process with Cisco.
Note: For details on how to associate the service account provided with your GCP account follow the section Associate the Service Account Provided by Cisco to the Customer's GCP Account in this document.
Create a Google Account or GCP Account for Customers
Customer’s Google account is required to create CCAI applications using Dialogflow or Text-to-Speech or Speech-to-text or Agent Assist. For more information on how to set up your google account, refer to: https://cloud.google.com/ .
Step 3. From the left navigation control pane, navigate to IAM and Admin and click IAM.
Step 4. On the IAM page, click Add Member.
Step 5. Add these details:
New Members: Name of the service account provided by Cisco
Role: Dialogflow API Admin
Step 6. Click Save.
APIs to be Enabled in the Customer GCP Project
For CVA to work, enable the Dialogflow API so that Virtual Agents or Virtual Bots can be created. Rest of the APIs are enabled by Cisco while the allowed list is created and can be used by the service account provided by Cisco.
Significance of the Service Account Provided by Cisco
The service account provided to CCAI customers by Cisco allows the customers to leverage these APIs to integrate with the CC applications:
Cisco Visibility to Customer Data
Cisco does not have any visibility on Customer data or interaction messages between Contact Center and Google's Virtual Bot. Cisco only gets the data on utilization of API which can be used for billing.
Cisco Bill and Other Google Cloud Services
As part of provisioning, Cisco only enable API's related to CVA and customers gets service account to leverage those API's. This service account does not work with any other Google Cloud Services. Customers can still use their GCP Project to enable additional cloud services provided by Google and they are charged directly by Google using their own billing account.