Configure a sample contact center

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

Before you begin

1. 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.

2. After provisioning your environment, verify that you can sign 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 an administrator. For more information, see 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: a valid email address that can receive email

   • First name: the user's first name or given name

   • Last name: the user's last name or family name

   • Role: select Agent

5. Click Add.

   An invitation to access the environment and set the initial password is emailed to the user by CCAI Platform. 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.

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

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

8. In the Add Team display, enter Support Team.

You now have two teams, a billing team and a support team.

Add users to teams

To add users to teams, follow these steps:

1. In the CCAI Platform portal, go to the Teams list, and then 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 then click Add.

You now have two agents in each of your teams.

Set up the menu structure for your IVR

To create an Interactive Voice Response (IVR) system, follow these steps:

1. In the CCAI Platform portal, go to Settings > Queue.

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

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

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

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

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

You now have a menu structure with two items.

Add agents to menu items for your IVR

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

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

To test out your contact center, follow these steps:

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

2. Sign in to the CCAI Platform portal as one of the support agents that you created in 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, you can delete the project.

Note: Deleting a project will trigger the deletion of a CCAI Platform instance.

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.

To delete a project, follow these steps.

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 User, agent & team configuration.

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

• Getting started for agents.