Google Dialog Flow

cce.html

• https://cloud.google.com/dialogflow/docs/editions#cx-agent
• ES Basics
• CX Basics

• https://www.cisco.com/c/en/us/support/docs/contact-center/unified-contact-center-enterprise/215909-provision-google-ccai-with-cce.html

• https://www.cisco.com/c/en/us/support/docs/contact-center/packaged-contact-center-enterprise-1261/217681-provision-google-ccai-hybrid-services-wi.html
• https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_12_6_1/configuration/ucce_b_features-guide-1261/ucce_m_customer_virtual_assistant-1261.html
• Virtual Agent–Voice for Dialogflow CX

• https://help.webex.com/en-us/article/npbt02j/Create-a-Contact-Center-AI-configuration

• https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/customer_voice_portal/cvp_12_6/ConfigurationGuideCVP12_6/guide/ccvp_b_1261-configuration-guide-for-cisco-unified-customer-voice-portal/ccvp_m_1252-cisco-vvb-configuration.html#task_EE6B468E2207B4AF69E985582DE0CF1E

Reference: https://cloud.google.com/contact-center/ccai-platform/docs/Virtual_Agent

• Create a Gmail account
• Sign up for GCP - free $300 and you need to supply credit card
• Log into GCP
• Enable API & Services and add “Dialogflow API” (This is needed - but actually you enable this for the project AFTER you create the project)
• https://dialogflow.cloud.google.com/#/getStarted
  • Select CX Agent or browse to https://dialogflow.cloud.google.com/cx/projects
• Create Service Account
  • https://m2msupport.net/m2msupport/generate-service-account-key-in-google-cloud-platform-gcp/
  • https://cloud.google.com/contact-center/ccai-platform/docs/Virtual_Agent#UUID-449a69d7-001e-8416-7edb-9b75f5506c88_section-idm4622302015139233264707284813

• https://cloud.google.com/dialogflow/cx/docs/concept/agents-prebuilt#financial-services

• Google TTS Voices
• Custom Google TTS

• https://www.cisco.com/c/en/us/support/docs/contact-center/unified-contact-center-enterprise/217947-configure-contact-center-enterprise-virt.pdf

Looks like one is needed for each CX Agent!

Watch out for the double quotes when coping from Google website - it can get corrupted.

• Open Google SDK CLI
• Login using the command gcloud auth login- which will open your browser and ask you to log into the account
• to get the bearer token - impersonate the Service account using the command

gcloud auth print-access-token --impersonate-service-account=Service Account IDM

This service account is a account you previously setup which should the following roles

• Service Account Token Creator
• Dialogflow API Admin
• Service Account User

Here is an example

C:\Users\gerar\AppData\Local\Google\Cloud SDK>gcloud auth login
Your browser has been opened to visit:

https://accounts.google.com/o/oauth2/auth?response_type=code&client_id=32555940559.apps.googleusercontent.com&redirect_uri=http%3A%2F%2Flocalhost%3A8085%2F&scope=openid+https%3A%2F%2Fwww.googleapis.com%2Fauth%2Fuserinfo.email+https%3A%2F%2Fwww.googleapis.com%2Fauth%2Fcloud-platform+https%3A%2F%2Fwww.googleapis.com%2Fauth%2Fappengine.admin+https%3A%2F%2Fwww.googleapis.com%2Fauth%2Fsqlservice.login+https%3A%2F%2Fwww.googleapis.com%2Fauth%2Fcompute+https%3A%2F%2Fwww.googleapis.com%2Fauth%2Faccounts.reauth&state=zJXB7ym2y2hkZ9WgjpXGhCLseJCq19&access_type=offline&code_challenge=hYx7bEqoDwuomQ4SOCo2ILqECtYUHs307YzVAU04T-I&code_challenge_method=S256

You are now logged in as [[email protected]].
Your current project is [mydemo-project1].  You can change this setting by running:
  $ gcloud config set project PROJECT_ID


C:\Users\gerar\AppData\Local\Google\Cloud SDK>gcloud auth print-access-token --impersonate-service-account=srv-account1@mydemo-project.iam.gserviceaccount.com
WARNING: This command is using service account impersonation. All API calls will be executed as [[email protected]].
ya29axb5555555555555555555555555555555555555555555555555555555555555555fiS7WfG594_z7X3tU40pPPL4f7b7jytNV5TdoBeN9y00aOf-0WUEvWY3CIxg-PA4A3PhhXGsS4x5QRKCtPg2DJvrr0pRI-jP2ybhJzvvSHf4mgaxR5ChqjCvGwNxGOX3pZgvQARGKQjrRn7ROrMfd2v5LQbwn_I9zKyrLZPw0axoQWX6HfL8D1SeB1cuyAS0frRI9QMuNAWnoHtuuXkAILEG_Hv6Dd-GMLLKiJaBsBt1eHkiW87wvWUDxwa9SUISFOBe3DI4WR-ZW-4yi2XldJWS2MP42u3py8RbxKqarvPUS3OqpGcjJDhNeaCYOMKrV0P23pCRmUQPU1LY7L_qLdIfwzXclV-F3OQ2a9GgNUJx15a2A3yuPIULnBbFIwiEr-KAFSbqGN0OvcYiGIPCrZ_--iYwl5MQUSKuml2cZHGljoBwkG6KRc2BBAQ7_pjz3SIdAIBGXOc2j-v1lok9YC8DPygvdKhvCWIZQ6S9ediWf65WdsZWWBcEc-7x022ST585DSIb0SJarzmo4j6ZMj7s1tsFwfpbwcvrZUFBZI363ZgbqzWVFzUOv8beMuYuB7xXa0Qoj0-oaI94r_-3lgsIs229BIS0m39i7XqpsX47Yr4-868B5twdiiye3-90o8fyJ8-d9-V9_wpkBgScSFiOgV2MkQqgVQkJ05_1y2UYQ9lh7Xm2Wh1MeMex1Zn3gMYBkfwnlUwY0Y7zclX6WvMMBJ9wRhUU8ia3_3srpU6_VrQFlSXvs0m4JxejeW-YjtoItRr122xo5mIFp26ienjS9VhZx-vY_YplFgxX79vsW_3Yk7jO5o7YZ1p3Z1nck_555555555555555555555555555_sSld8z6Bc9McnIeZ6gQRgBgIkS8Xo6-aIw12ZkFg8k3mRhJzMhhsQgJt5oyiFd7IyVod42wgzjJqdIrkX3

C:\Users\gerar\AppData\Local\Google\Cloud SDK>

• Use Postman for the HTTP POST request.
• Set the Authorization Header and the value to be 'Bearer <token>'
• The URL should use the of your Project - as per below example
• The Agent should include the URL of your Agent - as per below example

URL: https://europe-west1-dialogflow.googleapis.com/v2beta1/projects/my-dev-project1/locations/europe-west1/conversationProfiles Headers: Authorization: Bearer <google token - from sdk)

{
"name": "TACCXTest",
"automatedAgentConfig": {
    "agent": "projects/my-dev-project1/locations/europe-west1/agents/55555555-eb4a-4fac-b23f-12ef145e9f71"
    },
"displayName": "TACCXTest",
"humanAgentAssistantConfig": {
    "messageAnalysisConfig": {    
        "enableEntityExtraction": true,
        "enableSentimentAnalysis": true
        }
    }
}

200 OK

{
    "name": "projects/my-dev-project1/locations/europe-west1/conversationProfiles/B6gbdisORoSW6OLlZ8_-Zw",
    "displayName": "TACCXTest",
    "automatedAgentConfig": {
        "agent": "projects/my-dev-project1/locations/europe-west1/agents/55555555-eb4a-4fac-b23f-12ef145e9f71/environments/draft"
    },
    "humanAgentAssistantConfig": {
        "notificationConfig": {},
        "messageAnalysisConfig": {
            "enableEntityExtraction": true,
            "enableSentimentAnalysis": true
        }
    },
    "languageCode": "en-US"
}

• https://www.cisco.com/c/en/us/support/docs/contact-center/unified-contact-center-enterprise-1261/217417-configure-and-troubleshoot-cce-virtual-a.pdf

Cloud Connect Server

file list activelog hybrid/log/cloudconnectmgmt

file tail activelog hybrid/log/cloudconnectmgmt/cloudconnectmgmt_error.log

file tail activelog hybrid/log/cloudconnectmgmt/cloudconnectmgmt.log

VVB Server

file tail activelog speechserver/logs/SpeechServer/SpeechServer.log

• https://cloud.google.com/dialogflow/cx/docs/tutorials/samples