Cisco CCAI - Agent Answers Configuration Part 1

Ramiro Amaya, CX
D.K Singh, CX
Sushant Jain, CX
Rahul Dhuharia, CX

1|Page
Configuration

Step 1. Ensure Cloud Connect is installed.

Step 2. Log in to Control Hub: https://admin.webex.com.

Step 3. Navigate to Contact Center Menu.

Step 4. In Contact Center, select Cloud Connect.

2|Page
Note: Cloud Connect serves as the bridge between CCE and the WxCC services in Cloud.

Step 5. Add Cloud Connect Name and FQDN of primary Node and then click Register.

Step 6. Select Allow Access and click Continue.

3|Page
The Cloud Connect should show Registration Complete.

The connection should show registered (green).

4|Page
Step 7. If the Cloud Connect is not showing registered (green), before opening a case with TAC do the following:

- Ensure that you have Administrator credentials of your organization for Cisco Webex Control Hub.
- Ensure that you have the right Cloud Connect publisher node FQDN details.
- Ensure that the Cloud Connect primary node and secondary nodes are active.
- Allow the traffic between Cloud Connect and the following sites
*.cisco.com,
*.wbx2.com,
*.ciscoccservice.com
- Collect the cloudconnectmgmt logs from Cloud Connect. You can use this command:
file get activelog hybrid/log/cloudconnectmgmt/cloud*.log

Step 8. Create a Google Connector. From the Contact Center Menu, select Connectors.

5|Page
Step 9. From the Connectors page, add a Connector and sign in with Google.

Note: Ensure that you are signing in with a Google account with ownership of the Google project and which has
been provided to the Cisco Provisioning team.

Step 10. If you see the following or similar errors when signing in on Google, it means you do not have the right
privileges to access the Google projects or you do not have the cjp-ccai entitlement that was automatically
assigned when the hybrid org was provisioned.

6|Page
Step 11. Provide a unique name to the Connector, the CCAI Project name (Customer /partner created project),
the Cisco Project, and the Cisco service account. Click Save.

Step 12. From the Contact Center menu, select Features. On the Features menu click New.

Step 13. Provide the config name, the Google Contact Center AI Connector, and the Google Conversation Profile
(created through Agent Assist). Click Save.

7|Page
Note: You have the option to select this configuration as the default for Agent Answers and Virtual Agent. Doing
this will allow you to not have to provide the Agent Answer configuration on the CCE Call type.

8|Page