Create a sample contact center

Create a sample contact center

Follow this quickstart to create a simple voice-channel contact center using Contact Center AI Platform (CCAI Platform).

After completing the quickstart instructions on this page, you'll have a working contact center that can route live calls to billing and support agents. The agents can answer the calls in the CCAI Platform UI.

After completing this quickstart, you will also have learned how to do some basic operations in CCAI Platform.

Before you begin

1. Sign in to your Google Cloud account. If you're new to Google Cloud, create an account to evaluate how our products perform in real-world scenarios. New customers also get $300 in free credits to run, test, and deploy workloads.

   In the Google Cloud console, on the project selector page, select or create a Google Cloud project.

   Note: If you don't plan to keep the resources that you create in this procedure, create a project instead of selecting an existing project. After you finish these steps, you can delete the project, removing all resources associated with the project.

   Go to project selector

   Make sure that billing is enabled for your Google Cloud project.

   In the Google Cloud console, on the project selector page, select or create a Google Cloud project.

   Note: If you don't plan to keep the resources that you create in this procedure, create a project instead of selecting an existing project. After you finish these steps, you can delete the project, removing all resources associated with the project.

   Go to project selector

   Make sure that billing is enabled for your Google Cloud project.

2. Ask your account manager for a demo CCAI Platform instance and provide your project name and ID.

   Your account manager will assist you in provisioning a CCAI Platform contact center environment.

3. After provisioning your environment, verify that you can log in using the credentials provided.

Create users and teams

The following procedure shows you how to create user accounts and teams, and add users to those teams.

You can create user accounts for real employees in your organization. Alternatively, you can create test users accounts, as long as you provide valid email addresses for these accounts.

1. Sign in to the URL for your CCAI Platform contact center as the admin user, as in the preceding section, Before you begin.

2. Click Settings > Users & Teams.

   If you don't see the Settings menu, click Menu and click Settings > Users & Teams.

3. Click + Add Users.

4. Complete the following fields:

   • Email. Use a valid email address.
   • First name
   • Last name
   • Role. Select Agent.

5. Click Add.

   An invitation to access the environment and set the initial password is emailed to the user. If the users don't receive their invitations, ask them to check their email spam folders.

6. Repeat the preceding step three times to create four users in total.

7. Create two teams, one called Billing Team and one called Support Team. To create a team:

   1. Click + Add a Team.
   2. Enter the team name and click Add.

8. In the Add Team dialog box, enter Support Team.

You now have two teams, a Billing team and a Support team.

Add users to teams

Follow these steps to add users to teams:

1. In the Teams list, click Billing Team.

2. In the right panel, click + Add Agents.

3. Select two agents and click Add.

4. In the Teams list, click Support Team.

5. In the right panel, click + Add Agents.

6. Select two agents and click Add.

You now have two agents in each of your teams.

Set up the menu structure for your IVR

Follow these steps to create an Interactive Voice Response (IVR) system:

1. Click Settings > Queue.

2. Under IVR (Interactive Voice Response), click Edit/View.

3. Next to the Menu Structure heading, click the pencil icon.

4. Click New Item, enter Support, and press the Enter key.

5. Click New Item, enter Billing, and click Done.

You now have a menu structure with two items.

Note: If there are menu items already, you create a new item by clicking the existing item and pressing the Enter key.

Add agents to menu items for your IVR

Follow these steps to add the two teams to the Support and Billing menu items so that the agents can receive calls:

1. Select the Support item.

2. For Channel Settings, select Human Agents.

3. Click Assign Human Agents.

4. In the Cascade Group 1 box, enter Support Team.

5. Click Save.

6. Repeat steps 1-5 for Billing, adding the Billing Team as human agents to the Billing menu item.

7. Refresh the page and confirm that the IVR menu items have numbers in the blue boxes. These are the numbered options presented to callers.

You now have teams of agents assigned to receive calls for menu items 1 and 2.

Test your IVR

Follow these steps to test out your contact center:

1. Go to Settings > Call and record the Global Outbound Phone Number.

2. Sign in to the CCAI Platform contact center URL as one of the support agents that you created in the preceding task Create users and teams. Follow the instructions sent in the invitation email.

3. In the call adapter, set the status to Available.

   If prompted, allow microphone access and browser notifications.

4. On a separate phone line, dial the global outbound number recorded in step 1.

5. When prompted, press 1 for Support.

6. As the agent on the Support team, answer the call using the call adapter.

7. (Optional) Repeat steps 2-6 for Billing.

Clean up

To avoid incurring charges to your Google Cloud account for the resources used on this page, follow these steps.

Do one of the following:

• Reach out to your account manager to ask about billing credits.

• Delete the project.

To delete a project, follow these steps.

Caution: Deleting a project has the following effects:
- Everything in the project is deleted. If you used an existing project for this tutorial, when you delete it, you also delete any other work you've done in the project.
- Custom project IDs are lost. When you created this project, you might have created a custom project ID that you want to use in the future. To preserve the URLs that use the project ID, such as an appspot.com URL, delete selected resources inside the project instead of deleting the whole project.

1. In the Google Cloud console, go to the Manage resources page.

   Go to the Manage resources page

2. In the project list, select the project that you want to delete, and then click Delete.

3. In the dialog, type the project ID, and then click Shut down to delete the project.

What's next

• To learn about roles and teams, see Agent & team configuration.

• To learn about queues and menus, see Queue and menu setup.

• Getting started for agents.