Overview

This flow demonstrates how to pass data from Webex Contact Center to Google DialogFlow CX, allowing you to leverage advanced virtual agent capabilities. It includes examples for handling caller inputs such as names, appointments, and call reasons, with a focus on transferring data seamlessly between both platforms.

This flow uses Cisco Text-to-Speech (TTS) for audio prompts, if any.

Prerequisites

Ensure that the following requirements are met in the Webex Contact Center Management Portal before implementing this subflow:

  • Create entry points, queues, teams, entry point mappings, and any other organization-specific configuration activities like connectors.
  • Upload static audio files if custom audio prompts are used instead of Cisco Text-to-Speech (TTS).
  • Set up the Google DialogFlow CX virtual agent and configure necessary webhook integrations.

Flow breakdown

  1. Call is received and enters the flow.
  2. The caller is directed to an API that retrieves their name from a mock endpoint.
  3. A welcome message is played to the caller, including their name, with the help of Google DialogFlow CX.
  4. DialogFlow CX virtual agent interacts with the caller to gather inputs such as appointment dates and times.
  5. The customer data is passed back to Webex Contact Center for potential further processing.
  6. Based on the interaction, the call either escalates or ends.
  7. If escalated, the caller is placed in a queue.
  8. Hold music is played while the caller waits for an agent.

Flow activities

The following table describes the sequence of flow activities.

Flow activity

Description

Start

The flow begins when a call is received, initiated through the NewPhoneContact activity.

HTTP request

(GetCustomerName)

The system makes an API request to retrieve the customer's name from an external system through HTTP request.

The result is stored in a global variable (DF_CustomerName) that is used for further interaction with Google DialogFlow CX.

Virtual agent

The flow invokes the VirtualAgent activity to pass the customer's name and interact with Google DialogFlow CX.

The virtual agent gathers information, including call reason, appointment details, and more.

Parse

This activity parses the response received from DialogFlow CX and updates the flow variables (Call_Reason, appointment_date, appointment_time) accordingly.

Set variable - appointment

The appointment date and time gathered from DialogFlow CX are formatted and stored in a global variable (DF_Appointment).

Queue contact

After the virtual agent interaction, the customer is placed into a queue to wait for the next available agent.

Play music

While the caller waits in the queue, the system plays default hold music (defaultmusic_on_hold.wav).

Disconnect contact

If no further action is required, the call is disconnected using the DisconnectContact activity.

Additional resources

For more details on integrating Webex Contact Center with Google DialogFlow CX, see Google DialogFlow CX developer documentation and Configure virtual agent-voice in Webex Contact Center.

For support, visit Webex Contact Center developer support or join the Webex Contact Center APIs developer community.