Name (Label)

Type

Required

Single Setting Value

Substitution Allowed

Default

Notes

Connector Type

string

enum

Yes

true

false

Webex CCAI

Specifies the type of connector to be used for Virtual Agent Voice.

• Webex CCAI: Webex AI Agent (Scripted or Autonomous AI Agent bots).

• Integration: Any external vendor in partnership with Cisco such as Google.

For example: Select the Connector Type as Webex CCAI, if you are using Webex AI Agent as the connector type.

Virtual Agent

string

enum

Yes

true

false

Scripted

The type of the Virtual Agent Voice to be selected based on the behaviour.

Supported values are:

• Scripted: AI Agents that rely on predefined intents and responses to handle customer interactions.

• Autonomous: An advanced AI Agent designed to handle complex customer interactions using knowledge base and Large Language Models (LLMs).

For example, if you are using Google, configured with Connector Type as Integration, select the Virtual Agent as Scripted.

Agent ID

String

No

true

true

None

A mandatory field enabled when the Connector Type is selected as Webex CCAI.

For Webex AI Agent, only the Agent ID is required, which is available in the AI Agent Studio for the application.

Config ID

String

No

true

true

None

Config ID (Feature ID) can be created and managed from Control Hub.

Secure Logging

Boolean

Yes

true

true

false

Indicates whether the logging of potentially sensitive data of the element is enabled. If set to true, the element's output data (query text and fulfilment text) received from Google is masked.

Event Name

String

No

true

true

null

Event Name to be configured as start event or re-entry event.

Event Data

String

No

true

true

null

Contains the Name_Value_Table parameters for the session context.

Sip Headers Restricted

String

No

true

true

null

Contains the comma-separated list of SIP headers that must be excluded from propagating to the orchestration layer.

The SIP header names must be as per the RFC or Cisco-specified custom headers naming convention.

If the value of Sip Headers Restricted is null, or if it is unspecified, all the headers flow through the Orchestrator.

Element Data

Type

Notes

query_text

String

Transcription of the user utterance received as response from the ASR service. This field is auto-populated.

fulfillment_text

String

Fulfillment text returned by the Orchestrator. Multiple response text messages are concatenated as a single string value.

isCustomExit

Boolean

The value true indicates hybrid/custom exit from the cloud service, based on the presence of Execute_Request in the payload.

agent_handoff

String

If this element data exists, it means that the agent handoff has happened and it may contain metadata.

end_session

String

If this element data exists, it means that the end of session has happened and it may contain metadata.

eventName

String

Contains the event name from the cloud service as a part of the hybrid handoff.

eventData

String

Contains the custom payload from the cloud service as a part of the hybrid handoff.

error_code

Int

The value contains the error code returned to handle the call gracefully.

Name

Notes

done

Indicates that the processing from the cloud service has been completed. After a response is received from the orchestration layer, this state is returned.

error

This state is returned after the error response is received from the orchestration layer. This indicates that the error has been encountered on the gRPC side.

VXML Event - noresource

This exit state is used to handle scenarios where resources are not available to process the call.

VXML Event - badfetch

This exit state ensures a controlled call flow, even in cases where agent responses are missing.

To define an exit state:

• Add an event with Event Type set to VXML Event.

• Select error.badfetch from the event list.