The Nuance configuration uses the Nuance Connector to start the Nuance service on your conversation profiles or Knowledge Bases.

This connector is only available to Unified CCE, Packaged CCE, HCS-CC, and Webex CCE customers as a hybrid feature.

Before you begin

Ensure that the Nuance Connector is configured. For more details, see the article Nuance Connector.


Log in to the customer organization using the URL and navigate to Services > Contact Center > Features.


Click New > Contact Center AI Config.


In the Config Name field, enter the configuration name.


In the Description field, enter a brief description of the configuration.


For Contact Center AI Connector, select Integration Connector and from the drop-down list, select Nuance Connector.

Only active connectors are available for selection in the drop-down list.


In the URN For Nuance field, enter the Uniform Resource Name of the Nuance configuration.


Choose one or both of the following options to set the configuration as default for the Contact Center AI features:

  • Virtual Agent: Set this configuration as a default in your solution for all conversations that use Virtual Agent Services such as ASR, TTS, and NLU.

  • Agent Answers: Set this as a default configuration in your solution for all calls that use the Agent Answers services.

This step does not apply if you configure Agent Answers or Call Transcription feature in Unified CC Enterprise, Packaged CCE, or HCS for CC 12.5.


Click Save.

What to do next

You can associate the configuration with all call types or a specific call type in Unified CC Enterprise, Packaged CCE, HCS-CC, and Cisco Webex Unified Contact Center Enterprise. For more information, see the Administration Guide for Unified CCE.