New Features
Edge Chromium Browser Support
This release supports Edge Chromium (Microsoft Edge). For information about supported versions, see the Contact Center Enterprise Solution Compatibility Matrix at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-device-support-tables-list.html.
Virtual Agent–Voice: Onboarding for OEM Customers
Virtual Agent–Voice (VAV), was formerly referred to as Customer Virtual Assistant (CVA) in 12.5(1) release. This feature now provides enhanced onboarding experience to OEM customers (customers who use Cisco's contract, billing, and support for Google's speech services) via Webex Control Hub. OEM customers can use Cisco services coupled with Google’s cloud-based AI-enabled speech services.
For details on how to configure VAV onboarding for OEM customers, see the Virtual Agent–Voice chapter in the following documents:
Cisco Unified Contact Center Enterprise Features Guide, Release 12.6(1) at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-feature-guides-list.html.
Cisco Packaged Contact Center Enterprise Features Guide, Release 12.6(1) at https://www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/products-maintenance-guides-list.html.
Virtual Agent–Voice for Dialogflow CX
Virtual Agent–Voice for Dialogflow CX leverages Google's Dialogflow CX service that allows designing virtual voice agents and creating and connecting complex IVR call flows.
Using Google Dialogflow CX, multiple agents can be created under the same Project ID and can be accessed and managed for different lines of business with a single Google account. For more information, refer to the Google Dialogflow CX documentation at https://cloud.google.com/dialogflow/cx/docs.
Cisco Unified Call Studio's DialogflowCX element is used to engage Google's Dialogflow CX service. For more information, refer to the DialogflowCX Element chapter in the Element Specifications for Cisco Unified CVP VXML Server and Call Studio, Release 12.6(1) guide at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-customer-voice-portal/products-programming-reference-guides-list.html.
To use Virtual Agent–Voice for Dialogflow CX on 12.6(1), Assessment to Quality (A2Q) process for Contact Center AI (CCAI) must be completed.
For details on how to configure Google Dialogflow CX for OEM customers, see the Virtual Agent–Voice for Dialogflow CX chapter in the following documents:
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Cisco Unified Contact Center Enterprise Features Guide, Release 12.6(1) at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-feature-guides-list.html
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Cisco Packaged Contact Center Enterprise Features Guide, Release 12.6(1) at https://www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/products-maintenance-guides-list.html
The following table lists the minimum version of components required in Unified CCE solution for this feature.
Component |
Version |
---|---|
CVP |
12.6(1) ES-08 |
VVB |
12.6(1) ES-03 |
Call Studio |
12.6(1) Patch |
Cloud Connect |
12.6(1) |
CCE Components |
12.5(1) and higher |
ICM |
12.5(1) and higher |
Note |
Packaged CCE provides this feature only from release 12.6(1). |