Configure CCE Virtual Agent Voice Call Handling

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Updated:September 13, 2024
Document ID:221181

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    Introduction

    This document describes how to configure Contact Center Enterprise Virtual (CEV) Agent Voice graceful call handling for Call Studio DialogflowCX.

    Prerequisites

    Requirements

    Cisco recommends that you have knowledge of these topics:

    • Cisco Unified Contact Center Enterprise  (UCCE) Release 12.6.2
    • Cisco Package Contact Center Enterprise  (PCCE) Release 12.6.2
    • Customer Voice Portal (CVP)
    • Virtual Voice Browser (VVB)
    • Google Dialogflow CX
    • Control Hub

    Components Used

    The information in this document is based on these software versions:

    • PCCE Release 12.6.2
    • CVP 12.6.2
    • Cloud Connect 12.6.2
    • Google Dialogflow CX
    • Webex Control Hub

    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.

    Background

    This document describes how to gracefully handle the call flow when resources are not available or any gRPC errors integrated with Google Contact Center Artificial Intelligence (CCAI) Dialogflow Customer Experience version (CX) using Cisco Call Studio DialogflowCX/ Virtual Agent Voice (VAV) Element. This feature is supported in CVP Release 12.6.2 ES09 and VVB Release 12.6.2 ES03.

    For information on how to configure a Virtual Agent Voice solution review this document: Configure CCE Virtual Agent Voice Cloud Based Connector

    You can download a Call Studio VAV application and Cisco Dialogflow CX agent sample (exported_agent_Travel_ flight information_VAV.blob) from: VAV Call Studio Application and Dialogflow CX Agent Sample

    Configure

    Call Studio Application - DialogflowCX  Element with No Resource and Error Handling

    Call Studio Application

    No Resource Handling

    Step 1. On your CVP Call studio application, open the CX application, expand it and double-click the app.callflow:

    app.callflow

    Step 2. Click the DialogflowCX element and select the Events tab. If not added, add an event with event type as VXML Event and select error.noresource in event list. With this a new separate flow can be created for any "noresource" error to handle the call flow gracefully for no resource scenarios:

    No Resource Handling

    VXML Event: NO_RESOURCE helps when resources are not available to process in these scenarios:

    Scenario #

    Error Scenario

    Error Message

    Error Type

    Component

    Impacted

    1

    Speech Server (SS) down

     Speech Server is not Reachable"

    NO_RESOURCE

    Speech server

    2

    Whenever a client is not
    created for SpeechServer 

     "Error while creating Speech Server GRPC client"

    NO_RESOURCE

    VVB

    3

    Cloud Connect is down

    (unable to set token)

    		  "CloudConnect Message:Service Account auth is not available for the Cloud connect config.

    NO_RESOURCE

    Cloud Connect

    4

    Config ID is wrong/  invalid

     "FAILED_PRECONDITION: Service Account auth is not available for the Cloud connect config"

    NO_RESOURCE

    Configuration
    issue

    5

    No response after a specified wait time for a welcome prompt

    NO_RESOURCE,No response received from UH, after waiting for 15000ms

    NO_RESOURCE

    Network / Cloud services

    6

    VXML server down

    M IVR-SS_VB-7-UNK:[CALLID=1-16538] Log: **CVP**callid=C76D75B20A0A0A3901AC6A3210000184**VAVHybridLoad**ERROR: 10.10.10.20, CVP VXML Server is unavailable. Call is dropped.

    NA

    VXML Server

    Note: You can implement the same configurations steps for the VAV element.

    Error Handling

    gRPC Error Propagation Flow Diagram:

    gRPC Error Propagation Flow

    For more information on gRPC errors type: gRPC Core: Status codes and their use in gRPC

    Verify

    There is currently no verification procedure available for this configuration.

    Troubleshoot

    There is currently no troubleshooting procedure available for this configuration.

    Related Information

    Revision History

    Revision Publish Date Comments
    2.0
    13-Sep-2024
    Fixed title and introduction errors, improved style, formatting, fixed alt text
    1.0
    07-Nov-2023
    Initial Release
    TAC Authored

    Contributed by Cisco Engineers

    • Ramiro Amaya
      Cisco TAC Engineer
    • Anjum Jeelani - Adithya Udupa - Amit Agnihotri
      Cisco Engineers

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