Call Transcription

Introduction

Unified CCE leverages Artificial Intelligence (AI) and Natural Language Understanding (NLU) to provide services that assist agents. These services are available for the agents in the Cisco Finesse desktop gadgets.

In the Transcript gadget, you can view in real-time, the voice conversation that was dynamically converted to text.

Prerequisites

The prerequisites for configuring Call Transcription are:

  • IOS version 17.18.2 or later supports the Call Transcription feature with SIPREC enhancements on vCUBE Catalyst 8200/8300 platforms, or on ISR 4431, 4451-X, and 4461 CUBE platforms.

  • The following components must be on release 15.0(1) ES202603 or later: Unified CVP, Cisco VVB, Finesse, and Cloud Connect.

  • Ensure that you have selected Media Gateway (MGW) as the mode in the Cisco VVB User Interface. For more information, see the section Post Installation in the Cisco VVB Installation chapter of the Installation and Upgrade Guide for Cisco Virtualized Voice Browser.


    Note

    There are no additional license requirements for either the Cisco VVB or the Media Gateway service.

Important Considerations

Call Transcription is not supported for transferred or conferenced calls.

Contact Center AI Services Task Flow

Follow this procedure to enable the Contact Center AI (CCAI) Services that equips your Contact Center for Call Transcription Services.

Procedure

Step 1

Create a CCAI configuration in Cisco Webex Control Hub at https://admin.webex.com.

A CCAI configuration leverages CCAI Connectors to invoke the CCAI services. For more information, see the Create a Contact Center AI configuration article.

Step 2

Ensure that the Cloud Connect publisher and subscriber are installed.

For more information, see the Install Cloud Connect section of the Installation chapter in Cisco Unified Contact Center Enterprise Installation and Upgrade Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-guides-list.html.

Step 3

Import the Cloud Connect certificate to the CVP Server.

For more information, see the section Import the Cloud Connect Certificate section of the Unified CVP Security chapter in the Configuration Guide for Cisco Unified Customer Voice Portal at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-customer-voice-portal/products-installation-and-configuration-guides-list.html.

Step 4

Configure Cloud Connect in the CVP Operations Console (OAMP).

For more information, see the Configure CVP Devices for Cloud Connect section of the Cisco Unified Customer Voice Portal chapter in the Administration Guide for Cisco Unified Customer Voice Portal at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-customer-voice-portal/products-installation-and-configuration-guides-list.html.

Once the Cloud Connect is onboarded, the call server will establish a connection with the cache service hosted on the Cloud Connect.

Step 5

Register Cloud Connect in the Unified CCE Administration console and configure the proxy details.

For more information, see the Cloud Connect Integration section of the Web Based CCE Administration chapter in the Administration Guide for Cisco Unified Contact Center Enterprise at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-maintenance-guides-list.html.

Step 6

In the Unified CCE Administration console, do the following with the CCAI configuration (created in step 1):

  1. To view and sync the Contact Center AI configuration which is associated with all call types as a global configuration, see Associate Contact Center AI Configuration with All Call Types.

  2. To view, update, or delete the Contact Center AI configuration associated with a specific call type, see Associate Contact Center AI Configuration with a Call Type.

Step 7

By default, the locale is set to English. To use languages other than English, in ICM Script Editor, set the user.microapp.locale variable to the language specified for your conversation profile. For example, set the value of the variable to "es-ES" for Spanish.

Step 8

Provision Cloud Connect on Cisco Finesse.

For more information, see the Cloud Connect Server Settings section of the Manage System Settings chapter in the Cisco Finesse Administration Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/finesse/products-maintenance-guides-list.html.

Step 9

To add the Call Transcript gadget to the Cisco Finesse desktop layout:

  1. Enable the Call Transcript gadget in Cisco Finesse Administration.

    For more information, see the Add Transcript Gadget section of the Manage Desktop Layout chapter in the Cisco Finesse Administration Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/finesse/products-maintenance-guides-list.html.

  2. Enable the Call Transcription service in Unified CCE Administration for an agent or multiple agents together.

    For more information, see Contact Center AI Services for Agents.

    Once enabled, the Call Transcript gadget appears on the Home tab. For more information on how to use the gadget, see the Contact Center AI Gadgets User Guide for Cisco Contact Center Enterprise.

    Note

     

    Gadget auto-hide/un-hide and notifications capability is available only if the gadget is configured as a multi-tab gadget in Cisco Finesse. For more information, see Configure Multi-Tab Gadget Layout section of the Manage Desktop Layout chapter in the Cisco Finesse Administration Guide.

Step 10

Perform the following steps to configure Media Gateway service on the Cisco VVB:

  1. After you install Cisco VVB, select the mode as Media Gateway (MGW) or Cisco Virtualized Voice Browser (VVB) and Media Gateway (MGW).

    For more information, see the Post Installation section of the Cisco VVB Installation chapter in the Installation and Upgrade Guide for Cisco Virtualized Voice Browser at https://www.cisco.com/c/en/us/support/customer-collaboration/virtualized-voice-browser/products-installation-guides-list.html.

  2. Configure Cloud Connect with VVBs in the Operations Console (NOAMP).

    For more information, see the Configure CVP or VVB Devices for Cloud Connect section in the Administration Guide for Cisco Unified Customer Voice Portal at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-customer-voice-portal/products-installation-and-configuration-guides-list.html.

  3. View the dial number, proxy parameters, and cloud connect parameters for the Media Gateway service.

    For more information, see the View Media Gateway Configuration section of the Cisco VVB Configuration chapter in the Cisco Virtualized Voice Browser Administration and Configuration Guideat https://www.cisco.com/c/en/us/support/customer-collaboration/virtualized-voice-browser/products-installation-and-configuration-guides-list.html.

  4. Set the proxy and non-proxy hosts for the Media Gateway service.

    For more information, see the CLI Commands chapter of the Operation Guide for Cisco Virtualized Voice Browser at https://www.cisco.com/c/en/us/support/customer-collaboration/virtualized-voice-browser/products-maintenance-guides-list.html.

Step 11

Perform the following steps on CVP Operations Console to enable the Media Gateway service:

  1. Set the port for the Media Gateway to 5062 when configuring SIPREC-based forking for the SIP server group.

    For more information, see the Edit SIP Server Group section of the Cisco Unified Customer Voice Portal chapter in the Administration Guide for Cisco Unified Customer Voice Portal at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-customer-voice-portal/products-installation-and-configuration-guides-list.html.

  2. Enable SIP recording and configure the maximum call threshold in the sip.properties file.

    For more information, see the Enable SIP recording section of the Operations Console chapter in the Configuration Guide for Cisco Unified Customer Voice Portal at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-customer-voice-portal/products-installation-and-configuration-guides-list.html.

  3. Configure the dial number pattern to enable media forking for incoming calls.

    For more information, see the Add and Deploy Dialed Number Pattern section of the Cisco Unified Customer Voice Portal chapter in the Administration Guide for Cisco Unified Customer Voice Portal at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-customer-voice-portal/products-installation-and-configuration-guides-list.html.

  4. Configure the dial number pattern to associate the Media Gateway service with media forking.

    For more information, see Configure Media Gateway section of the Cisco Unified Customer Voice Portal chapter in the Administration Guide for Cisco Unified Customer Voice Portal at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-customer-voice-portal/products-installation-and-configuration-guides-list.html.

  5. Configure the dial number on Unified CVP and the Media Gateway service when you configure the SIP service for the call server.

    For more information, see SIP Service Settings section of the Managing Devices chapter in the Administration Guide for Cisco Unified Customer Voice Portal at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-customer-voice-portal/products-installation-and-configuration-guides-list.html.

Step 12

Follow the steps below to fork media streams using SIPREC in conjunction with the Media Gateway service for call recording or integration with other services:

  1. Configure the SIP profile to enable SIP recording (SIPREC).

    For more information, see Configure SIP Forking to Enable SIP Recording (SIP-REC).

  2. Configure call routing at the Dial-Peer level in the Session Border Controller (SBC).

    For more information, see Configure Call Routing at the Dial-Peer Level in SBC.

For more information, see the SIP Forking and Third-Party GUID Capture chapters in the Cisco Unified Border Element Configuration Guide - Cisco IOS XE 17.18.2 at https://www.cisco.com/c/en/us/support/unified-communications/unified-border-element/products-installation-and-configuration-guides-list.html.

Step 13

To enable regionalized media support, refer to the Regional Media Data Center Region Mapping.

Contact Center AI Configuration

In the Unified CCE Administration console, the Contact Center AI feature tab allows administrators to view the Default Configuration (created or configured in the Cisco Webex Control Hub at https://admin.webex.com/) with all the call types (default configuration). Upon associating a configuration with a specific call type, the default configuration (if any) gets overridden for the specific call type.


Note

To access this feature, add Cloud Connect to the inventory in the Unified CCE Administration console and register.

Associate Contact Center AI Configuration with All Call Types

You can view and sync the Contact Center AI configuration which is associated with all call types.

View Contact Center AI Configuration

In the Unified CCE Administration, navigate to Overview > Features > Contact Center AI. The Contact Center AI Configuration displays the Default Configuration.

The default CCAI configuration for AI services as configured in the Control Hub is displayed. It also displays whether the configuration is in sync or out of sync as per the changes in Control Hub.

Sync Contact Center AI Global Configuration

This procedure explains how to sync the Contact Center AI configuration. Upon sync, the latest configuration is fetched from the Control Hub.

Procedure

Step 1

In the Unified CCE Administration, navigate to Overview > Features > Contact Center AI.

Step 2

In the Contact Center AI Configuration, the Sync button is located on the right side of the screen. Click the Sync button to view the sync status.

This sync button displays the latest AI configuration and updates the last synced time.

Associate Contact Center AI Configuration with a Call Type

You can view, update, or delete the Contact Center AI configuration associated with a specific call type.

View Contact Center AI Configuration

In the Unified CCE Administration, navigate to Overview > Call Settings > Route Settings > Call Type. The Contact Center AI Configuration search box displays the name of the Contact Center AI configuration that was previously associated with the call type.

Update Contact Center AI Configuration

You can create a Call Type using the Configuration Manager tool. Use Unified CCE Administration to associate a Contact Center AI configuration with a call type. This procedure explains how to update the Contact Center AI configuration associated with a call type.


Note

Only one configuration can be associated with a call type.
Procedure

Step 1

In the Unified CCE Administration, navigate to Overview > Call Settings > Route Settings.

Step 2

Click the Call Type tab and select the call type for which Contact Center AI configuration has to be associated.

Step 3

Click the Contact Center AI tab.

Step 4

In the Contact Center AI Configuration search box, click the search icon. A pop-up window displays a list of Contact Center AI configurations. To use the Cisco native AI feature, select the system defined configuration 'Cisco AI Assistant'.

Step 5

Select the required configuration and click Save.

Reset Contact Center AI Configuration

This procedure explains how to reset the Contact Center AI configuration. Upon reset, the previously associated configuration with the call type is cleared from the search box and the call type is associated to the default configuration.

Procedure

Step 1

In the Unified CCE Administration, navigate to Overview > Call Settings > Route Settings.

Step 2

Click the Call Type tab.

Step 3

In the Contact Center AI Configuration search box, next to the configuration name, click the x icon.

Step 4

Click Save.

Contact Center AI Services for Agents

Contact Center AI Services can be configured for each agent. Administrators and supervisors can enable or disable the services for an agent or multiple agents together.

Enable or Disable Contact Center AI Features for an Agent

This procedure explains how to enable or disable Contact Center AI Features for an agent.
Procedure

Step 1

In Unified CCE Administration, choose Users > Agents.

Step 2

Click on the agent row whose services are to be modified.

Step 3

Click the Contact Center AI tab.

Displays a list of services enabled or disabled for the agent.

Step 4

To enable or disable the required Contact Center AI Features, check or uncheck the check boxes corresponding to the services.

Step 5

Click Save.

Enable or Disable Contact Center AI Features for Multiple Agents

Administrators and supervisors can enable or disable Contact Center AI Features for multiple agents.

All agents must belong to the same site and the same department, or all agents must be global agents. The Edit button is disabled if:

  • Agents from different sites, departments, or peripheral sets are selected.

  • A mix of global and departmental agents are selected.

Procedure

Step 1

In Unified CCE Administration, choose Users > Agents.

Step 2

Check the check box corresponding to each agent whose services you want to edit.

Step 3

Click Edit > Contact Center AI.

The Edit Services dialog displays the list of services and status (enabled or disabled).

  • If the service is enabled for all the agents selected for editing, the check box is checked.

  • If the service is disabled for all the agents selected for editing, the check box is unchecked.

  • If the service is enabled for some agents and disabled for the others, the check box has a dash (—).

Step 4

To enable or disable the Contact Center AI Features, check or uncheck the corresponding check boxes for the services.

Step 5

Click Save, and then click Yes to confirm the changes.

Enable or Disable Contact Center AI Features for Agents Using Bulk Job

Administrators can enable or disable Contact Center AI Features for multiple agents using bulk job.

Procedure

Step 1

Navigate to Unified CCE Administration > Overview > Bulk Import.

Step 2

Click Templates.

The Download Templates popup window opens.

Step 3

Click the Download icon for the Contact Center AI template you want to use.

Step 4

Click OK to close the Download Templates popup window.

Step 5

Open the .csv template in Microsoft Excel.

Step 6

Populate the file as described in the Bulk Contact Center AI Features Content File.

Step 7

Save the populated file to the local machine.

Step 8

Navigate to Unified CCE Administration > Overview > Bulk Import.

Step 9

Click New.

Step 10

In the optional Description field, enter up to 255 characters to describe the bulk job.

Step 11

In the Content file field, choose the file to upload, and then click Save.

Bulk Contact Center AI Features Content File

The content file for Contact Center AI bulk job contains the fields given in the following table. Enter the values appropriately in the given fields to enable or disable Contact Center AI Features for the agents.


Note
Bulk job is available for administrators only when Cloud Connect is added in the inventory and registered on the Control Hub.

Field

Required?

Description

agentId

Agent ID or Username

Existing agentId for which you want to enable or disable the Contact Center AI Features.

You must provide either an agentId or the userName. If both are provided, agentId takes precedence over the userName. If the agentId value is left blank, the userName will reference an existing agent.

userName

Username or Agent ID

Username of the agent for which you want to enable or disable the Contact Center AI Features.

If no agent is found with the given username, the Contact Center AI Features association fails.

agentServices

Yes (to enable Contact Center AI Features)

The type of Contact Center AI Features to be associated with the agent. Supported values are AgentAnswers, VAV Transcript, and Transcript. To associate more than one services, seperate the values using semicolon (;).

If the value is updated, any existing enabled service gets overwritten. If the value is left empty, no service gets associated with the agent.

Configure SIP Forking to Enable SIP Recording (SIP-REC)

Run the following CLI Commands on the CUBE terminal to configure the SIP profiles to enable SIP recording:

voice class sip-profiles 103
request INVITE sip-header Call-Info add "X-Cisco-Forking: supported" 
!
voice class sip-profiles 999
request INVITE peer-header sip Cisco-Gucid copy "(.*)" u03 
request REINVITE peer-header sip Cisco-Gucid copy "(.*)" u01 
request INVITE sip-header Unsupported add "Unsupported: INVITE Dummy Header" 
request INVITE sip-header Unsupported modify ".*" "Cisco-Gucid:\u03" 
request REINVITE sip-header Unsupported add "Unsupported: Dummy Header" 
request REINVITE sip-header Unsupported modify ".*" "Cisco-Gucid:\u01" 
!
!
!
voice class sip-copylist 100
sip-header Cisco-Gucid

media profile recorder 105
media-type audio
media-recording 939393
!
!
media class 105
recorder profile 105 siprec

Configure Call Routing at the Dial-Peer Level in SBC

Run the following CLI commands on the SBC terminal to receive and match incoming calls at the dial-peer level:

dial-peer voice 800555 voip
 description GW ingress dial-peer
 session protocol sipv2
 session target sip-server
 incoming called-number 8005551199T
 voice-class sip copy-list 100
 media-class 105
 dtmf-relay rtp-nte h245-signal h245-alphanumeric
 codec g711ulaw

Run the following CLI Commands on the SBC terminal to forward calls to the required destination:

dial-peer voice 80055 voip
 description CVP egress dial-peer
 destination-pattern 8005551199T
 session protocol sipv2
 session target ipv4:<ip_address>
 session transport tcp
 voice-class sip profiles 103
 voice-class sip copy-list 100
 dtmf-relay rtp-nte h245-signal h245-alphanumeric
 codec g711ulaw
 no vad

Run the following CLI commands on the CUBE terminal to fork media or signaling usig the SIPREC protocol. The RTP media streams defined by the dial-peers are delivered to the Media Gateway. 


dial-peer voice 939393 voip
 description SIPREC Destination Recorder
 destination-pattern 9393939393
 session protocol sipv2
 session target ipv4:<ip_address>
 session transport tcp
 voice-class sip profiles 999
 codec g711ulaw

Enable or Disable Contact Center AI Services for Agents

Contact Center AI Features can be configured for each agent. Administrators and supervisors can enable or disable the services for an agent or for multiple agents together.

Enable or Disable Contact Center AI Features for an Agent

This procedure explains how to enable or disable Contact Center AI Features for an agent.

Procedure

Step 1

In Unified CCE Administration, choose Users > Agents.

Step 2

Click on the agent row whose services are to be modified.

Step 3

Click the Contact Center AI tab.

Displays a list of services enabled or disabled for the agent.

Step 4

To enable or disable the required Contact Center AI Features, check or uncheck the check boxes corresponding to the services.

Step 5

Click Save.

Enable or Disable Contact Center AI Features for Multiple Agents

Administrators and supervisors can enable or disable Contact Center AI Features for multiple agents.

All agents must belong to the same site and the same department, or all agents must be global agents. The Edit button is disabled if:

  • Agents from different sites, departments, or peripheral sets are selected.

  • A mix of global and departmental agents are selected.

Procedure

Step 1

In Unified CCE Administration, choose Users > Agents.

Step 2

Check the check box corresponding to each agent whose services you want to edit.

Step 3

Click Edit > Contact Center AI.

The Edit Services dialog displays the list of services and status (enabled or disabled).

  • If the service is enabled for all the agents selected for editing, the check box is checked.

  • If the service is disabled for all the agents selected for editing, the check box is unchecked.

  • If the service is enabled for some agents and disabled for the others, the check box has a dash (—).

Step 4

To enable or disable the Contact Center AI Features, check or uncheck the corresponding check boxes for the services.

Step 5

Click Save, and then click Yes to confirm the changes.

Enable or Disable Contact Center AI Features for Agents using Bulk Job

Procedure

Step 1

Navigate to Unified CCE Administration > Overview > Bulk Import.

Step 2

Click Templates.

The Download Templates popup window opens.

Step 3

Click the Download icon for the Contact Center AI template you want to use.

Step 4

Click OK to close the Download Templates popup window.

Step 5

Open the .csv template in Microsoft Excel.

Step 6

Populate the file as described in the Bulk Contact Center AI Features Content File.

Step 7

Save the populated file to the local machine.

Step 8

Navigate to Unified CCE Administration > Overview > Bulk Import.

Step 9

Click New.

Step 10

In the optional Description field, enter up to 255 characters to describe the bulk job.

Step 11

In the Content file field, choose the file to upload, and then click Save.

Bulk Contact Center AI Services Content File

The content file for Contact Center AI bulk job contains the fields given in the following table. Enter the values appropriately in the given fields to enable or disable Contact Center AI Features for the agents.


Note
Bulk job is available for administrators only when Cloud Connect is added in the inventory and registered on the Control Hub.

Field

Required?

Description

agentId

Agent ID or Username

Existing agentId for which you want to enable or disable the Contact Center AI Features.

You must provide either an agentId or the userName. If both are provided, agentId takes precedence over the userName. If the agentId value is left blank, the userName will reference an existing agent.

userName

Username or Agent ID

Username of the agent for which you want to enable or disable the Contact Center AI Features.

If no agent is found with the given username, the Contact Center AI Features association fails.

agentServices

Yes (to enable Contact Center AI Features)

The type of Contact Center AI Features to be associated with the agent. Supported values are AgentAnswers, VAV Transcript, and Transcript. To associate more than one services, seperate the values using semicolon (;).

If the value is updated, any existing enabled service gets overwritten. If the value is left empty, no service gets associated with the agent.