Troubleshoot Contact Center Artificial

Intelligence (CCAI)
Contact Center Enterprise

Jose Adolio
Senior Technical Consulting Engineer
TACCOL-2008

#CiscoLive
 CCAI: Contact Center Artificial Intelligence
VVB: Virtual Voice Browser
VRU: Interactive Voice Response
ICM: Intelligent Contact Management
SS: SpeechServer
NLSML: Natural Language Semantics Markup
Acronyms Language
VAV: Virtual Agent Voice
NLP: Natural Language Processing
ML: Machine Learning
CVP: Customer Voice Portal
VXML: Voice Extensible Markup Language

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 • Traditional Contact Center Call
• What is Contact Center Artificial
Intelligence (CCAI)
• Cisco CCAI Virtual Agent Voice (VAV)

Agenda • Cisco CCAI VAV Message Flow

• Logs to Collect
• Common Troubleshooting
Scenarios
• Conclusion

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Traditional
Contact Center
Call
Traditional Contact Center Call

1) Switch Leg

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Traditional Contact Center Call

2) VRU Leg

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Traditional Contact Center Call

3) Agent Leg

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Interactive Voice Response (VRU) Leg

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Traditional Contact Center Call

1) Switch Leg

2) VRU Leg

3) Agent Leg

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Interactive Voice Response (VRU) Leg

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What is Contact
Center Artificial
Intelligence
(CCAI)
What is Contact Center Artificial Intelligence (CCAI)
• CCAI is a platform that uses conversational AI that can simulate human conversation.

• Conversational AI works by using a combination of natural language processing (NLP),

foundation models, and machine learning (ML).

• Cisco CCAI uses Google Dialogflow integration to accomplish Virtual Agent Voice
implementation.

• Google Dialogflow translates end-user text or audio during a conversation.

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Cisco CCAI
Virtual Agent
Voice (VAV)
Cisco CCAI Virtual Agent Voice (VAV)

• Cisco CCAI Virtual Agent Voice (VAV) enables the IVR platform to integrate your on-prem
components with cloud-based speech services.

• Enable customers to resolve issues quickly.

• Virtual agents help to minimize agent burnout.

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Cisco CCAI Virtual Agent Voice Components

1. CVP / VXML Server

2. VVB / SpeechServer
4
3. Cloud Connect

3 2 4. Cloud Webex Services

1

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Cisco CCAI VAV
Message Flow
Cisco CCAI Virtual Agent Voice Message Flow

There are three key events that happens during the implementation and usage of Cisco
Virtual Agent Voice.

• Token Request

• Welcome Prompt

• Dialog

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Token Request

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Welcome Prompt

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Dialog

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Cisco Virtual Agent Voice Message Flow

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Token Request
Token Request - SpeechServer
SpeechServer token request to CloudConnect

%SpeechServer-INFO: Fetching Token....

%SpeechServer-DEBUG: CloudConnectToken: CalculateExpiry(), TimeTolive=64799000, Expected

Refresh=51839200

%SpeechServer-INFO: Fetching Cloud Connect Management Config....

154: May 07, 09:06:05.644 -0400 %SpeechServer-INFO: Fetching Default Cloud Connect Management
Config....

134: May 07, 09:06:05.740 -0400 %SpeechServer-DEBUG: HttpsRestClient: Received response in 96 ms

with Status: 200 OK

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Token Request - SpeechServer User Authentication
CloudConnect logs show the token request and user authentication provided By SpeechServer

default DEBUG c.c.c.hybrid.token.TokenOperations [ ] TokenOperations.java:118 - Will request token

manager for a token with scopes: cjp-ccai:read,cjp-ccai:write,cjp-ccai:config_read,Identity:Organization
TrackingId:c8b8c1cc-5ce4-42c5-adbc-87c56ef3aa3a

cloudconnectmgmt-tokenOperations-FJP-pool-9 [ ] [ ] default INFO c.c.c.hybrid.token.TokenOperations

[ ] TokenOperations.java:120 - Attempting to get access token . TrackingId: c8b8c1cc-5ce4-42c5-
adbc-87c56ef3aa3a

default DEBUG c.c.c.h.c.PlatformAuthenticator [ ] PlatformAuthenticator.java:47 - Attempting to

authenticate application user ...

default INFO c.c.c.h.c.PlatformAuthenticator [ ] PlatformAuthenticator.java:100 - Authentication success

for user administrator

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Welcome
Prompt
VAV Application - VVB Rendering
VVB Initiated Execution of VXML application with VAV call Studio Element and start using Speech Server for
Text to Speech processing

%MIVR-SS_VB-7-UNK:[CALLID=01938B80000100000000001A038512C6-171442335648121607] Fetch:
http://198.18.133.13:7000/CVP/en-
us/../Server?callid=01938B80000100000000001A038512C6&_ani=%2B15125650756&application=VAV1&
_dnis=6021

%MIVR-SS_VB-7-UNK:[CALLID=01938B80000100000000001A038512C6-171442335648121607] Fetch:
http://198.18.133.13:7000/CVP/Server?audium_root=true&calling_into=VAV1&session_id=198.18.133.13.
1714423356528.32652.VAV1

%MIVR-SS_VB-7-UNK:[CALLID=01938B80000100000000001A038512C6-171442335648121607] Using
Speech Server for Text to Speech processing

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VVB Request SpeechServer To Create Client
Session

• [CALLID=9E6FF8800001000000000076038512C6-16946152297054680]
DialogServicesAdapterImpl :: Switched to Orch mode

• [CALLID=9E6FF8800001000000000076038512C6-16946152297054680] Creating
Channel for UH

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SpeechServer Creates A Client Session And
Initiates The Request To Cloud Services Universal
Harness.
%SpeechServer-DEBUG: [CALLID=9E6FF8800001000000000076038512C6-
16946152297054680]:Received request from VVB, Input mode= dtmf voice, Barge-In=
false, Fragment size=1020Bytes.

%SpeechServer-DEBUG: [CALLID=9E6FF8800001000000000076038512C6-
16946152297054680]: createClient...

%SpeechServer-DEBUG: [CALLID=9E6FF8800001000000000076038512C6-
16946152297054680]:Initiating request towards UH

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SpeechServer Initiates Session Configuration
%SpeechServer-DEBUG: [CALLID=9E6FF8800001000000000076038512C6-
16946152297054680]:initializing with config: com.cisco.language=en-US,
com.cisco.codec=ULAW, [email protected],
com.cisco.projectId=, com.cisco.secureLogging=false,
com.cisco.sessionId=9E6FF8800001000000000076038512C6-16946152297054680,
com.cisco.initialAudio=Hello, com.cisco.grammarString=nlp@dialogflow,
com.cisco.outputAudioSupport=true, confidence.level=0.4, inputmodes=dtmf voice

%SpeechServer-DEBUG: Creating new Orch client instance

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VAV Welcome Prompt
Event call welcome prompt is sent to CCAI DialogFlow Virtual Agent Voice via Orchestrator and
Connector

%SpeechServer-INFO: [CALLID=01938B80000100000000001A038512C6-
171442335648121607]:Fetching Welcome Prompt

134: Apr 29, 16:42:36.473 -0400 %SpeechServer-DEBUG:

[CALLID=01938B80000100000000001A038512C6-
171442335648121607]:OrchestratorStreamingImpl:buildInsightRequestConfig:clientId: "a39c4b14-
9be8-4f0a-a1a1-57b90644321e“

orgId: "ab299abf-2b3f-47b1-9b7b-5a592f63510b"

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Google Sends Response Via Google Connector
And Cisco CCAI Cloud Services.

%SpeechServer-DEBUG: [CALLID=01938B80000100000000001A038512C6-
171442335648121607]:Response from Server: inferInsightResponse {
virtualAgentResult {
prompts {
text: "Welcome to Cisco System Travel Agency. How can we help you?“
audio_content: "RIFF\233\250\000\000WAVEfmt
\022\000\000\000\a\000\001\000@\037....

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SpeechServer Sends Response To VoiceBrowser
And VoiceBrowser To VXML Server.
154: Sep 13, 10:27:11.608 -0400 %SpeechServer-INFO:
[CALLID=9E6FF8800001000000000076038512C6-16946152297054680]:Fulfillment Response
received for Welcome Prompt.

134: Sep 13, 10:27:11.610 -0400 %SpeechServer-DEBUG:

[CALLID=9E6FF8800001000000000076038512C6-
16946152297054680]:transformResponse:Creating NLSML output format..

134: Sep 13, 10:27:11.610 -0400 %SpeechServer-DEBUG:

[CALLID=9E6FF8800001000000000076038512C6-
16946152297054680]:transformResponse:Creating NLSML output format..

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NLSML Response - VVB
Speech Server sends the CCAI Dialogflow Virtual Agent Voice response to the VVB

%SpeechServer-DEBUG: [CALLID=01938B80000100000000001A038512C6-
171442335648121607]:transformResponse:Creating NLSML output format..

%SpeechServer-INFO: [CALLID=01938B80000100000000001A038512C6-
171442335648121607]:NLSML response generated.

%SpeechServer-DEBUG: [CALLID=01938B80000100000000001A038512C6-
171442335648121607]:transformResponse:NLSML Output is <?xml version="1.0" encoding="UTF-8"
standalone="yes"?>
"virtualAgentResult": { "nlu": { "replyText": [ "Welcome to Cisco System Travel Agency . How
can we help you?

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NLSML Response - Play Prompt
VVB Plays the response from the SpeechServer to the caller

%MIVR-SS_VB-7-UNK:[CALLID=01938B80000100000000001A038512C6-171442335648121607]
processResponseResult NLSML Received

%MIVR-SS_VB-7-UNK:[CALLID=01938B80000100000000001A038512C6-171442335648121607]
AudioTraverser:handleMixedAudio Created normal prompt

%MIVR-SS_VB-7-UNK:[CALLID=01938B80000100000000001A038512C6-171442335648121607]
Play: Stream[java.io.ByteArrayInputStream@180f2e0]

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VoiceBrowser Requests SpeechServer To Create
A Client Session.
312930: Sep 13 10:27:11.625 EDT %MIVR-SS_VB-7-
UNK:[CALLID=9E6FF8800001000000000076038512C6-16946152297054680] playAndRecognize
Listen:

312931: Sep 13 10:27:11.625 EDT %MIVR-SS_VB-7-

UNK:[CALLID=9E6FF8800001000000000076038512C6-16946152297054680]
DialogServicesAdapterImpl :: selectDialogService srgsFlag:rootGrammarTypeIsSRGS = false:false

312932: Sep 13 10:27:11.625 EDT %MIVR-SS_VB-7-

UNK:[CALLID=9E6FF8800001000000000076038512C6-16946152297054680]
DialogServicesAdapterImpl :: continuing with Orch Mode

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Dialog
SpeechServer - Create Client Connection
VoiceBrower request SpeechServer to create a client session and initiates the request to Cloud
Services Universal Harness.

%SpeechServer-INFO: [CALLID=01938B80000100000000001A038512C6-
171442335648121607]:Received request from VVB, Input mode= voice, Barge-In= true,
Fragment size=1020Bytes.

%SpeechServer-DEBUG: [CALLID=01938B80000100000000001A038512C6-
171442335648121607]: createClient...

%SpeechServer-INFO: [CALLID=01938B80000100000000001A038512C6-
171442335648121607]:Initiating request towards UH

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SpeechServer Initiates Session Configuration

%SpeechServer-DEBUG: [CALLID=9E6FF8800001000000000076038512C6-
16946152297054680]:initializing with config: com.cisco.language=en-US,
com.cisco.codec=ULAW, [email protected],
com.cisco.projectId=, com.cisco.secureLogging=false,
com.cisco.sessionId=9E6FF8800001000000000076038512C6-16946152297054680,
com.cisco.initialAudio=, com.cisco.grammarString=nlp@dialogflow,
com.cisco.outputAudioSupport=true, confidence.level=0.4, inputmodes=voice

%SpeechServer-DEBUG: Creating new Orch client instance

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SpeechServer – Transcript Received
Transcript received from CCAI Virtual Agent Voice of what understood the caller said

%SpeechServer-DEBUG: [CALLID=01938B80000100000000001A038512C6-
171442335648121607]:OrchestratorStreamingImpl:buildInsightRequestConfig:clientId: "9d24df38-
d762-495c-aae2-21cda94690a1“
orgId: "ab299abf-2b3f-47b1-9b7b-5a592f63510b“
conversationId: "01938B80000100000000001A038512C6“
role: CALLER…
requestType: VIRTUAL_AGENT

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SpeechServer – Transcript Received (Cont.)

%SpeechServer-DEBUG: [CALLID=01938B80000100000000001A038512C6-
171442335648121607]:Response from Server: inferInsightResponse {
recognition_result {
alternatives {
transcript: "I would like to book a flight"
}
…
message_type: "END_OF_SINGLE_UTTERANCE"
response_event: EVENT_END_OF_INPUT

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SpeechServer - NLSML Response
Speech Server sends the CCAI Dialogflow Virtual Agent Voice response to the VVB

%SpeechServer-INFO: [CALLID=9E6FF8800001000000000076038512C6-
16946152297054680]:NLSML response generated.
%SpeechServer-DEBUG: [CALLID=9E6FF8800001000000000076038512C6-
16946152297054680]:transformResponse:NLSML Output is <?xml version="1.0" encoding="UTF-8"
standalone="yes"?>
<input mode="speech">{
"virtualAgentResult": {
"nlu": {
"replyText": [ "Sure, I can help you booking you flight ticket right away.“ ]

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SpeechServer Sends Response To VoiceBrowser
And VoiceBrowser To VXML Server

%SpeechServer-INFO: [CALLID=01938B80000100000000001A038512C6-
171442335648121607]:Fulfillment Response received from the server

%SpeechServer-DEBUG: [CALLID=01938B80000100000000001A038512C6-
171442335648121607]:OrchestratorResponseHandler:onNext

%SpeechServer-DEBUG: [CALLID=01938B80000100000000001A038512C6-
171442335648121607]:transformResponse:Creating NLSML output format..

%SpeechServer-DEBUG: [CALLID=01938B80000100000000001A038512C6-
171442335648121607]:OrchestratorResponseHandler:onCompleted

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VoiceBrowser Plays The Prompt
%MIVR-SS_VB-7-UNK:[CALLID=9E6FF8800001000000000076038512C6-
16946152297054680] processResponseResult NLSML Received

%MIVR-SS_VB-7-UNK:[CALLID=9E6FF8800001000000000076038512C6-
16946152297054680] playAndRecognize done.

%MIVR-SS_VB-7-UNK:[CALLID=9E6FF8800001000000000076038512C6-
16946152297054680] AudioTraverser:handleMixedAudio Created normal prompt

%MIVR-SS_VB-7-UNK:[CALLID=9E6FF8800001000000000076038512C6-
16946152297054680] Play: Stream[java.io.ByteArrayInputStream@120b96e]

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Logs to Collect
 Cisco Virtual Voice Browser SpeechServer
1. On the Cisco VVB Serviceability page, select Trace -> Configuration.
2. On the trace configuration page, select the Speech Server Service and click Go
3. Make sure to check the boxes Debugging to XDebugging3 and click Save

Note: Increasing the Speech Server traces should be done with caution during production hours.

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Logs To Collect
• Cloud Connect

file list activelog hybrid/log/cloudconnectmgmt/ date detail

file get activelog hybrid/log/cloudconnectmgmt/cloudconnectmgmt.log

• CVVB: Speech Server and Engine(MIVR)

file list activelog uccx/log/MIVR/ date detail

file get activelog uccx/log/MIVR/CiscoXXXMIVRXXX.log

file list activelog speechserver/logs/SpeechServer/ date detail

file get activelog speechserver/logs/SpeechServer/SpeechServer.log

• Call Studio Application

C:\Cisco\CVP\VXMLServer\Applications\<APP Name>\Logs\ActivityLog

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Common
Troubleshooting
Scenarios
Problem
When the customer calls, they listen to error message will be played to the
caller(error.wav)

Cause
SpeechSever Service Is Down While VVB/Engine Service Is Up or Token
Request failed.

Google’s
VXML Server VVB (Engine) Speech Server
DF/ASR/TTS

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Logs
MIVR Logs
%MIVR-SS_VB-7-UNK:[CALLID=10Zju] GRPCClient::setErrorOccured::Error Occured In
GRPC
%MIVR-SS_VB-7-UNK:[CALLID=10Zju] WFStreamingGatewayDialogServicesAdapterImpl:
No response recieved from DF

%MIVR-SS_VB-7-UNK:[CALLID=10Zju] WFStreamingGatewayDialogServicesAdapterImpl:
End of getInitialAudio

%MIVR-SS_VB-7-UNK:[CALLID=10Zju] playAndRecognize(): NO_RESOURCE

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Solution
Make sure SpeechServer service is running and follow token
request troubleshooting.

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Problem
Customer call fails and CVP Call Studio Application throws the following
error:
Configuration error Failed to get/set Token with Cloudconnect PublisherIP

Cause
Certificate exchange was not done properly.

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Logs
MIVR Logs

%MIVR-SS_VB-7-UNK: Creating Channel for UH

%MIVR-SS_VB-7-UNK: playAndRecognize(): NO_RESOURCE,FAILED_PRECONDITION: Configuration
error Failed to get/set Token with Cloudconnect PublisherIP:

SpeechServer Logs

%SpeechServer-ERROR: CloudConnectTokenManager:: Cloud Connect is not configured

%SpeechServer-ERROR: Failed to get/set Token with Cloudconnect PublisherIP:
Server has caught an exception

Solution
1) Customer using Self-Signed certificates, CloudConnect and VVB Tomcat need to be exchanged.
2) Customer using CA Signed certificates, Root, Intermediate needs to be the same between
CloudConnect and VVB.

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Problem
When the customer calls, they listen to error message will be played to the
caller(error.wav)

Cause
Communication Issue With DialogFlow

VXML Server VVB (Engine) Speech Server Google DF

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Logs
dialogflow.googleapis.com][message_string=Recognition Service
:sessionId=<101921NTMxYWEzNjI0MDY4NjBiOTM0ZjY1ZGYxZTA3NDkzNTE>,projectId=<cisc
oss-dev-9gkv>::Error from DF]: Server has caught an exception

%CCBU_12_5_SpeechServer-3-EXCEPTION_INFO:
%[][build_type=rel][exception=com.google.api.gax.rpc.UnavailableException:
io.grpc.StatusRuntimeException: UNAVAILABLE: Unable to resolve host
dialogflow.googleapis.com
Caused by: java.net.UnknownHostException: none: Name or service not known

Solution
1) Verify network connectivity from VVB to Cloud Services. Refer to CCE Features Guide for
the Prerequisites
2) Check DNS resolution.

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Problem
Customer calls but VAV results come back empty.

Cause
VAV is unable recognition what the customer is trying to do.

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Logs
%CCBU_12_5_SpeechServer-7-SS_DEBUG: {Thrd=Thread-482410}
Recognition Service :sessionId=<53A9C3FED74E11EEAC3891417314901A-
170933059176661872>,projectId=<nttd-bpo-evl-tpa-cva-prd-
1022>::transformStreamingASRResponse:NLSML Output is <?xml
version="1.0" encoding="UTF-8" standalone="yes"?>
<input mode="speech">{"transcript":"","language_code":"en-
us","full_json":"

Solution
To help the Virtual Agent recognize the user utterance, configure phrase hints in the VAV
element of the CVP Call Studio Application

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Problem
Customer calls but VAV is unable to recognize their messages.

Cause
VAV failed to recognition due to no audio received.

Logs
%SpeechServer-DEBUG: [CALLID=DD7DC564DCF511EE8BCEDEB6C57B850F-
170994854076115536]:Response from Server: inferInsightResponse {
virtualAgentResult {
TAC Tip
prompts {
Use the command “utils network capture” to
text: "Sorry I didn\'t get that." get a PCAP from VVB and troubleshoot the RTP
packets between CUBE, VVB/SpeechServer
and Google DialogFlow

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Conclusion
1. Always check status of SpeechServer Service TAC Tip

2. Token is requested only once when SpeechServer Service comes

online.
3. To troubleshoot issues of Token, restart the SpeechServer
Service
4. Verify network connectivity and DNS resolution
5. Additional Online Resources:
Configure and Troubleshoot CCE Virtual Assistant Voice
Configure CCE Virtual Agent Voice Cloud-based Connector
Cisco Unified CCE Features Guide, Release 12.6(2)

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• Artificial intelligence (AI) is one of the most exciting technological
innovations of the modern age.

• In Contact Center Enterprise, AI is playing a key role in

advancing agent productivity and efficiency.

• Cisco CCAI It’s driving better customer experiences.

• Cisco TAC delivers an unparalleled customer experience that sets

the industry standard.

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 • Visit the Cisco Showcase
for related demos

• Book your one-on-one

Meet the Engineer meeting

Continue • Attend the interactive education

with DevNet, Capture the Flag,
your education and Walk-in Labs

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 Walk-In Labs

LABCCT-2978 Contact Center Artificial Intelligence - Agent

Answers and Transcripts

LABCCT-2015 Google Artificial Intelligence for Contact Center

Solutions New Features

LABCCT-2016 Artificial intelligence functionality in Webex Contact

Center

Cisco CCAI Related

LABCOL-2007 Webex Contact Center with Google CCAI

Capture the Flag (CTF)

Sessions On-prem Contact Center Enterprise:

Provision Hybrid Contact Center Artificial Intelligence

Dialogflow CX Virtual Agent Voice

Dialogflow Conversation Profile and Webex Cloud Configuration

Dialogflow CX Virtual Agent On-Prem Configuration

Diaglogflow CX Virtual Agent Voice Transcripts

Dialogflow CX Virtual Agent Voice Troubleshooting

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 LABCCT-2002 Contact Center VPN-less Agent
Desktop – Finesse

LABCCT-2924 WxCCE and CCE

Troubleshooting Made Easy with TAC Tools

LABCCT-1045 WxCC Digital Channels

Walk-In Powered by Webex Connect

Labs LABCCT-2007 Cisco Cloud APIs on Webex

Contact Center (WxCC)

LABCOL-2008 Webex Contact Center WebRTC:

Configuration and Troubleshooting

LABCOL-2009 Webex Contact Center - Taking it

to the next level: harnessing full Webex Connect
potential
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 Webex Calling:
Webex Calling For Chrome and Virtual Lines
Webex Calling Attendant Console
Webex Calling - Call Queue

Capture the Flag Webex Contact Center:

(CTF) Webex Connect Provisioning with Webex
Contact Center
Webex Connect PreConfig and Email Digital
Channel
Webex Contact Center WebRTC Agent Desktop

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Breakouts and BRKCCT-2027 Contact Center Enterprise (CCE)
Labs Digital Channels Integration Powered by Webex
Connect

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Thank you

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Q&A