Table of Contents

Introduction

Lab Objective

In this Lab, we will go through the tasks that are required to complete the general pre-configuration of CCAI bot in Webex Connect.

Pre-requisites

  • You have received the access credentials with a full admin access

Control Hub: https://admin.webex.com
Portal: https://portal.wxcc-us1.cisco.com/portal
Agent Desktop: https://desktop.wxcc-us1.cisco.com
Connect: https://cl2podX.imiconnect.io/ (where X is your POD number)

Lab Section

Step 1. Create a gmail account (Optional)

  • We will need a Gmail account to get started with this lab

  • You can use your own personal Gmail account for this lab or create a free account by following the steps here: https://support.google.com/mail/answer/56256?hl=en

Step 2: Create OAuth client ID and secret

  • Login to https://console.cloud.google.com/ using the Gmail account mentioned in Step-1.

  • Select Country , Accept the terms of service and Click Agree and Continue

  • On the top left, click Select a Project and then New Project

  • Enter a desired Project Name and click Create

  • Once the project is created, under Notifications section, click Select Project

  • Verify that the project created in the previous step is selected on the top left.

  • Navigate to API and services > Credentials

  • Navigate to Credentials > Create Credentials > OAuth client ID

  • Click Configure Consent Screen

  • Select User Type as External and click Create

  • Input a desired App name and select the User supported email (Enter the Gmail account mentioned in Step-1 )

  • Input Authorized domain as imiconnect.io

  • Input Email addresses as the Gmail account mentioned in Step-1. Click Save and Continue

  • In the Scopes section, no configuration is required. Click Save and Continue

  • In the Test users section, click Add Users

  • Input email address in the add users section (Use the Gmail account mentioned in Step-1) and click Add

  • Click Save and Continue

  • Once the OAuth consent screen configurations are complete, click on Credentials

  • Click Create Credentials > OAuth client ID

  • Select Application type as Web application and a desired Name

  • Click Add URI and input the value as https://oauthus.imiconnect.io/callback and click Create

  • Copy the Client ID , Client Secret to a text editor in the local computer. Also, Download JSON . We will need these values at a later stage to complete the configuration.

  • Click OK

Step 3. Authorize Google Dialog flow node in Webex Connect

  • Login to your respective Webex Connect UI using the provided URL https://cl2podX.imiconnect.io/ (where X is your POD number).

  • Navigate to Assets > Integrations > Dialogflow ES > Manage

  • Click Add Authorization

  • Input a desired Authorization Name . Input the Client ID, Client Secret value that was obtained in Step-2. Click Authorize

  • When redirected to google login, use the same credentials mentioned in Step-1.

  • After login, click Continue

  • Click Continue

  • Verify that the authorization is added successfully and marked as Default.

Step 4. Enable Dialogflow and create agent

  • Login to https://console.cloud.google.com/ using the Gmail account mentioned in Step-1.

  • In the search window, input Dialogflow API and click the Dialogflow API option under marketplace.

  • Click Enable

  • Go to https://dialogflow.cloud.google.com and accept the Terms of service and click Accept

  • Click Create Agent

  • Input a desired Agent name , select the Google project that was created in Step-2. Click Create

  • Click Intents and click Create Intent

  • Input intent name as Agent Handover amd click Add Training Phrases

  • Input some sample training phrases as shown in the image below and click Add parameters and action

  • Input LIVE_AGENT_HANDOVER (this will be used later in the flow configuration) as the parameter name click Add Response

  • Input a desired response for this intent and click Save

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Congratulations, you have completed this section!