Webex Contact Center regional media lets you use local data centers for PSTN calls originating from remote regions. That is, if your PSTN provider is connected to your local region, then the regional media allows customer and agent media (audio and SIP signaling) to remain local to a geographic region regardless of where the Webex Contact Center tenant or home location resides, resulting in improved call quality.

For example, if a Webex contact center tenant is located in the US region, US calls would be terminated in the US, European calls in Europe, and Asia calls in Asia. Only control signaling would be sent from the media region to the business logic of the contact center in the US.

For more information, see the article Regional media with Webex Calling.

To handle VAV calls originating from PSTN regions (for example, India and US), perform the following steps:

1

Create Google conversation profiles for the US and India regions. For more information, see the article Create a conversation profile using Google Contact Center AI (CCAI).

2

Create the Contact Center AI configurations for the US and India regions. Map these CCAI configurations to the corresponding Google Conversation Profiles of the respective regions. For more information, see the article Create a Contact Center AI configuration.

3

Configure the Entry Point Mappings with a PSTN region as India for the India DN, and Default for the US DN. Map these mappings to a single flow. For more information, see Map an Entry Point.

4

Configure the Routing strategies for these entry points and map them to the flow.
5

In the Start Flow activity in the Flow Designer, you can see a new predefined variable under Event Output Variables – NewPhoneContact.PSTNRegion. For more information about this output variable, see Start Flow activity.

6

Create a new flow variable for dynamic selection of CCAI config ID for multi-regions. For more information, see Create Flow Variable.

7

Configure the Case activity with the variable set to NewPhoneContact.PSTNRegion and add cases for India and US regions. For more information, see Case activity.

8

Configure the Set Variable activity for each region (US and India), and set the flow variable (created in step 6) to the respective CCAI config ID value. For more information, see Set Variable activity.

To get the CCAI config ID,

  1. Sign in to Control Hub using the organization credentials and navigate to Services > Contact Center > Tenant Settings > Integrations > Features.

  2. Click the configured Contact Center AI card.

  3. In the Edit Contact Center AI Config page, copy the ID.

9

Configure the Virtual Agent V2 activity in flow. In the Conversational Experience setting, click Variable Contact Center AI Config, and choose the flow variable (created in Step 6) from the drop-down. For more information, see the Configure Virtual Agent V2 activity section in the Virtual Agent-Voice in Webex Contact Center article.

10

Validate/test the flow.