Virtual Agent–Voice for Dialogflow CX leverages Google's Dialogflow CX service that allows designing virtual voice agents and creating and connecting complex IVR call flows.

Using Google Dialogflow CX, multiple agents can be created under the same Project ID and can be accessed and managed for different lines of business with a single Google account. For more information, refer to the Google Dialogflow CX documentation at https://cloud.google.com/dialogflow/cx/docs.

Cisco Unified Call Studio's DialogflowCX element is used to engage Google's Dialogflow CX service. For more information, refer to the DialogflowCX Element chapter in the Element Specifications for Cisco Unified CVP VXML Server and Call Studio, Release 12.6(1) guide at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-customer-voice-portal/products-programming-reference-guides-list.html.

To use Virtual Agent–Voice for Dialogflow CX on 12.6(1), Assessment to Quality (A2Q) process for Contact Center AI (CCAI) must be completed.

For details on how to configure Google Dialogflow CX for OEM customers, see the Virtual Agent–Voice for Dialogflow CX chapter in the following documents:

• Cisco Unified Contact Center Enterprise Features Guide, Release 12.6(1) at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-feature-guides-list.html

• Cisco Packaged Contact Center Enterprise Features Guide, Release 12.6(1) at https://www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/products-maintenance-guides-list.html

The following table lists the minimum version of components required in Unified CCE solution for this feature.

Note	Packaged CCE provides this feature only from release 12.6(1).