How to access call details when using Bring your own Virtual Agent

[jeremy-maven]

Hello,

I'm new to WxCC and I'm trying to find my way through the APIs and documentation. I'm working on building out my own virtual voice agent based on the provided guide. I have an end-to-end prototype working but I'm unable to figure out how to get the details of the call, stuff like the caller's phone number, name, etc.. into my app. Can someone provide me with some pointers?

What I've tried so far:

• Looking for an API that I can query based on the conversation_id from the incoming VoiceVARequest.
• Using a custom state event in the Virtual Agent V2 Activity.
  • Setting this appears to crash the calling client so there may be a bug somewhere. When I set this on my activity I observe an inbound connection to my server that immediately disconnects before sending any data.

Any help would be appreciated!

[sandiban]

Hi @jeremy-maven,
Thanks for your patience so far!
Yes we can assist you on understanding the BYOVA - Virtual Voice Agent, but first of all wanted to understand have you enabled this AI feature on your Org or, your Sandbox Org.
Initially for testing purposes, you can create a WxCC Sandbox Org and get the Virtual Voice Agent enabled for that Sandbox Org and start testing from there.
And to enable the Voice Agent for your Sandbox Org, you can share the Sandbox Org ID details to "wxccdevsupport@webex.com" and we'll get that done.

Once that's done, you can review the WxCC Developer Portal for BYOVA - https://developer.webex.com/webex-contact-center/docs/bring-your-own-virtual-agent and the required instructions are shared there.

Next, you can also review the Vidcase video from the Product Manager of the BYOVA - https://app.vidcast.io/share/749cf446-4b07-4f11-b033-8168059c6643?playlistShareId=1f4a2dff-8be4-4dd5-a1fb-d5aae8441bd3&autoplay=1&playerMode=vidcast which would definitely provide a detailed walkthrough on the Code side of it.

Hope this helps to start with BYOVA - Virtual Voice Agent.
Please let us know for any further assistance or, queries.

Regards!
Sandip

[jeremy-maven]

Hi @sandiban ,

Thanks so much for your help! I've already gone through all the steps you mentioned, and I can successfully place a call from my cell phone and see it reach my local voice agent server. I'm looking to take it a step further and retrieve some details about the caller, such as their phone number, into my server. How can I achieve that?