Service Account ID

string

No

true

true

None

Dialogflow project ID that is configured for your intents and NLP modelling.

Copy the corresponding project Json key file to %CVP_HOME%\conf. Naming convention of the key file must be <Service Account ID>.json.

See the Customer Virtual Assistant > Prerequisites section in the Cisco Unified Contact Center Enterprise Features Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-feature-guides-list.html for the procedure to generate the key file for Dialogflow.

Input Mode

string

Yes

true

false

voice

The type of entry allowed for input. Possible values are voice (only voice input) and dtmf+voice (DTMF and voice input).

NoInput Timeout

int ≥ 0

Yes

true

true

5s

The maximum duration allowed for silence before a NoInput event is triggered. Possible values are standard time designations including non-negative numbers and a time unit. For example, 3s (for seconds) or 300 ms (for milliseconds).

Max NoInput Count

int ≥ 0

Yes

true

true

3

The maximum number of noinput events allowed during input capture. Possible values are int > 0 where 0 indicates infinite NoInput events permitted.

Max NoMatch Count

int ≥ 0

Yes

true

true

3

The maximum number of NoMatch events allowed during DTMF input capture. Possible values are int > 0 where 0 indicates infinite NoMatch events permitted.

DTMF Grammar

string

Yes

yes

yes

None

This option is mandatory only if the input type selected is dtmf+voice. It supports Cisco DTMF regex.

Secure Logging

boolean

Yes

true

true

false

Indicates whether logging of potentially sensitive data of the element is enabled. If this is set to true, the element's potentially sensitive data is not logged.

Termination Character

String

No

true

true

#

Terminates the voice stream or DTMF collection.

Max Input Time

int ≥ 0

Yes

true

true

30s

The maximum time (in seconds) the voice input is allowed to last. Possible values are positive integer values followed by s (seconds). For example, 50s. Default value is 30s.

Final Silence

int > 0

Yes

true

true

1s

The interval of silence (in seconds or milliseconds) that indicates the end of speech. Possible values are positive integer values followed by either s (seconds) or ms (milliseconds). For example, 3s and 3000ms. Default value is 1s.

Recognize.

phraseHints

String

No

true

true

None

This is comma separated string that lists the hints for recognition.

Hints are used to recognize a phrase or a word that is pronounced differently.

For example, Savings, Current.

Recognize.

alternateLanguages

String

No

true

true

None

Comma separated string of up to 3 additional BCP-47 language tags, listing possible alternative languages of the supplied audio other than the default language.

Dialogflow.regionId

String

Sets the region to be sent to Dialogflow.

This property should be configured in the root document of the project.

Dialogflow.queryParams

.payload

JSON

Sets the payload to be sent to Dialogflow.

Dialogflow.queryParams

.timeZone

String

Sets the timezone to be sent to Dialogflow.

For example, America/New_York, Europe/Paris.

Dialogflow.queryParams.geoLocation

String

(comma separated value)

Sets the geographical location to be sent to Dialogflow.

For example, "50.0,50.0".

Dialogflow.queryParams

.sentimentAnalysisRequestConfig

Boolean

Configures the type of sentiment analysis to perform. If not provided, sentiment analysis is not performed.

action

This is the action parameter from Dialogflow.

fulillment_text

This is the fulfillment text from Dialogflow.

input_type

Indicates the type of input captured (dtmf or dtmf+voice).

json

Contains JSON response from Dialogflow.

original_value

This is the text that is transcribed from voice.

This is applicable only if the input type is voice.

value

This is the name of the intent that is matched by the element if input type is voice.

If input type is dtmf, it contains the DTMF key that is pressed by the user.

confidence

The Speech recognition confidence between 0.0 and 1.0. A higher number indicates a greater probability that the recognized words are correct. The default of 0.0 is a sentinel value indicating that confidence was not set.

language_code

The language code that was triggered during recognition.

Also see Recognize.alternateLanguages under Settings.

sentiment_score

Sentiment score of the user input.

Done

This is returned after matching the intent. For DTMF, this state is returned when the DTMF input matches DTMF regex grammar.

MAX_NOINPUT

This state is encountered when there is no input from the user for a specified duration as configured in the setting.

MAX_NoMatch

This state is never retuned if the input type is voice.

If the input type is dtmf and voice, this state is encountered when the DTMF input does not match regex grammar for the specified number of times as mentioned in settings.