VirtualAgentVoice

The VirtualAgentVoice element is used to engage the Cisco Contact Center Artificial Intelligence (CCAI) services through the Cisco CCAI connector. The VirtualAgentVoice element is located under the Virtual Agent group in the Call Studio Elements. This element is an extension of the Form element and engages the special resource, Speech Server on Cisco VVB to communicate with the CCAI services.

Note

 

  • VirtualAgentVoice element works only in VoiceXML 2.1 with Cisco DTMF and Nuance adapters.

  • VirtualAgentVoice element supports both Speech and DTMF inputs.

  • After an exit from the element, you must loop through the same element to continue the flow at the virtual agent provider service.

  • If the welcome or re-entry prompt takes longer than the initial wait time (defined by the VXML property com.cisco.voicebrowser.welcomeLatencyInitialWait), you can configure a prompt (com.cisco.voicebrowser.welcomeLatencyPromptURL) and play it in a loop until the welcome or re-entry prompt is received.

  • If an Audio prompt occurs before the VAV element in the call flow, you must always mark it as non-barginable.

Settings

Name (Label)

Type

Required

Single Setting Value

Substitution Allowed

Default

Notes

Config ID

String

No

true

true

None

If no Config ID is provided in the Call Studio application, the default config is fetched from the Control Hub, which is generated as part of the Virtual Agent–Voice onboarding.

Important

 

The default config in the Control Hub must point to a project.

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, fulfilment text, and json) 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

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.

Exit States

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.

Custom VoiceXML Properties

Name (Label)

Type

Notes

Recognize.model

String

Contains the model name. The default value is null.

Recognize.modelVariant

String

Contains the model variant name.

For example, the following 4 values are supported as model variant name for Dialogflow CX:

  • USE_STANDARD

  • SPEECH_MODEL_VARIANT_UNSPECIFIED

  • USE_ENHANCED

  • USE_BEST_AVAILABLE (default)

com.cisco.voicebrowser.welcome

LatencyPromptURL

String

URL of the prompt to be played during welcome/re-entry prompt fetch to avoid dead air.

Supports both http (remote) and crtp (local) prompts. However, local prompts are recommended.

com.cisco.voicebrowser.welcome

LatencyInitialWait

Integer > 0

Initial wait time (in ms) to play the prompt configured in com.cisco.voicebrowser.welcomeLatencyPromptURL.

The default value is 5000 ms.

com.cisco.voicebrowser.welcome

maxwaittime

Integer > 0

Maximum wait time (in ms) for receiving a welcome response. If the response for welcome event is not received within this time, an error is thrown and the call is disconnected.

The default value is 15000 ms, if nothing is specified in the Call Studio application.

com.cisco.responseThreshold

Integer > 0

Threshold wait time to receive the welcome response from the server. If the welcome response is not received within this time, a syslog alarm is raised.

The default value is 5000 ms.