Agent assist feature in UCCE using a third party vendor (Not Google)

[prateek-thakur01]

Hi All,

We are trying to implement the agent assist feature in UCCE using a third party vendor (Not Google). All the cisco documentation for Agent Answers is in relation to Google. Is this non-Google integration even possible in UCCE? If Yes, please provide any documentation or guidance on the same.

[Gerry O'Rourke]

Agent Answers is an 'out of the box' solution from Cisco which as you outline uses Google Dialogflow for AI / understanding of the speech. 

Technically it would be possible to develop your own Finesse Gadget, and uses CUBE fork and stream the agent + customer audio to another vendor and create your own version of this feature.

Could it work? yes.
Would it be "supported by cisco"? No - you / the developers who created this custom application would have to support it.

Regards,
Gerry

[prateek-thakur01]

Hi Gerry,

Thank you for your response.

Is there any integration required towards CG/PG to get the CTI feeds?
Also, if there is any pointers to any customer applications/framework for reference.

[Gerry O'Rourke]

I don't believe you should need a CTI feed from the CTI server.
Just use Cisco Finesse API - see below for Developer guide.

Cisco Agent Answers Reference
https://www.cisco.com/c/en/us/support/docs/contact-center/unified-contact-center-enterprise-1261/217420-configure-cce-agent-answers-and-call-tra.html
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_12_6_1/configuration/guide/ucce_b_features-guide-1261/rcct_m_agent-answers_fg.html

Cisco Finesse Agent Desktop
https://developer.cisco.com/docs/finesse/

CUBE - WebSocket-Based Media Forking for Cloud Speech Services
https://www.cisco.com/c/en/us/td/docs/ios-xml/ios/voice/cube/ios-xe/config/ios-xe-book/websocket-forking-for-cube.html

Regards,

Gerry