This page describes how to set up an instance of Contact Center AI Platform.
To set up Google Cloud CCaaS through the gcloud CLI, Workforce Identify Federation users should contact Customer Care.
Instance size and quota
The following table shows CCAI Platform instance sizes and the maximum number of agents that can be signed into instances of each size.
| Instance size | Maximum number of agents |
|---|---|
| Small | 250 |
| Medium | 1600 |
| Large | 3800 |
| X-Large | 14,000 |
| 2X-Large | 38,000 |
| 3X-Large | 100,000 |
There are also non-production instances that you can use for trials, development, or demonstrations. Each of these trial instance has a maximum of 250 agents. You can use trial instances without being charged for them. Here are the non-production instances that are available:
Trial Small: an instance for performing a trial
Sandbox Small: an instance for Google partners to perform customer demonstrations and testing
Dev Small: an instance for development or user-acceptance testing
Time-Limited Trial Small: an instance for performing a trial. This instance has an end date.
Google does not permit non-production instances to be used for production traffic. Any production usage on a non-production instance will result in either the instance being stopped or the instance being converted to a production instance, with usage being billed to your account.
Instances of any size or type can only be created after quota has been granted by Google. If the Create button is disabled, this is likely due to no quota having been granted. To get quota granted to your instance, contact your Google Cloud account team.
Billing model
Instances are billed monthly. Billing depending on which of the following charging madels is assigned to your instance:
Concurrent agents: the maximum number of concurrent users with the agent role that are signed in during the month period
Named agents: the maximum number of users in the instance that have the agent role during the month period
Minutes used: the number of minutes that users with the agent role are signed in during the month period
Set up your Google Cloud project for CCAI Platform
To set up your Google Cloud project for CCAI Platform, follow these steps:
In the Google Cloud console, go to the project selector dashboard and select the project where you will create your CCAI Platform instance.
You can either choose an existing project or create a new one. For more information about creating a project, see Creating and managing projects.
Make sure that billing is enabled for your Google Cloud project.
Ask your Google account team to grant quota to your project for CCAI Platform. You can't create an instance without quota. If you don't have a Google account team, you can connect with an approved CCAI Platform Google partner. To find a partner visit the Google Cloud partner page.
To set access control with Identity and Access Management (IAM), do the following:
In the main Google Cloud console navigation menu, go to IAM & Admin > IAM.
Click Edit principal next to the identity that you want to assign roles to.
In the Role field, find and then select the Contact Center AI Platform Admin role.
Click Add another role.
In the Select a role field, filter and then select the Service Usage Admin role.
Click Save.
Create a CCAI Platform instance
To create a CCAI Platform instance, follow these steps:
In the Google Cloud console, go to the project selector dashboard and select the project that contains your instance.
In the navigation menu, click CCAI Platform.
The CCAI Platform instances page appears.
Click Create. The Set basic information pane appears.
If the Create button is disabled and you see a message that says there is insufficient quota, you need to have quota granted to proceed. For more information, see Set up your Google Cloud project for CCAI Platform.
If you have confirmed that quota has been granted and the Create button is still disabled, ensure that the billing ID of the Google Cloud project matches the billing ID that the quota was assigned to.
To set your basic information, do the following:
In the Instance name field, enter a name for your instance.
Under Location type, select one of the following:
Region: Your instance operates in a single Google Cloud region. In the Region field, select a region.
Multi-region: Your instance operates across multiple regions. In the Multi-region field, select a multi-region. If you have no multi-region quota, no options are available in this field. You must request multi-region quota from your Google account team or select the Region location type instead.
In the Domain prefix field enter your domain prefix. The domain prefix is added to the URL for your instance, which can help you identify your instance by looking at the URL.
In the Instance size field, enter the size of your instance. If you want to change the size of an existing instance, contact Google Cloud support.
Under Admin information, enter the name and email address of the administrator for this instance. When the instance is created, an email is sent to this email address with instructions for creating a password for the administrator account. The name and email address values cannot be changed after you create the instance. For this reason, if you plan to keep this instance, Google recommends entering name and email address values that will be useful to your organization over time.
Click Continue. The Configure deployments pane appears.
In the Deployment schedule field, select one of the following:
Rapid: Get updates as early as possible.
Regular: Get updates at least two days after updates are available with rapid deployment.
Critical: Get updates outside of your peak business hours. Google updates instances set for the critical deployment schedule within one week after all regular deployment schedule instances are updated. We recommend the critical deployment schedule for instances that are in production environments.
If you select Critical, you must define your peak hours by creating at least one schedule. To create a schedule, do the following:
Click the Days field, select the days to include in this schedule, and then click OK.
In the Start time field, enter the start time, including AM or PM. Times are in UTC.
In the End time field, enter the end time, including AM or PM. Times are in UTC.
A summary of your schedule appears in local time.
Optional: Click Arrow up or Arrow down to move schedules up or down.
Optional: Click Delete to delete a schedule.
If you need additional schedules, click Add schedule and repeat these steps.
For more information, see Deployment schedules.
Click Continue. The Configure authentication pane appears.
Under Login method, select one of the following:
Email/password. Agents use email addresses and passwords specific to this instance.
SAML. Agents use single sign-on (SSO) to sign into this instance. Configure this section according to the instructions in Single sign-on (SSO).
Click Continue. The Configure private access (optional) pane appears.
Optional: To configure private ingress (Preview), do the following:
Under Ingress, click Add setting. In the Component type field, Agent is selected.
Click Done.
In the Allowed project IDs field, enter one of more project IDs for the projects that are allowed to create a Private Service Connect connection to this instance. For more information, see Private Service Connect.
Optional: To configure private egress (Preview), do the following:
Under Egress, click Add setting. In the Component type field, select the component type for the data that you're configuring private egress for. For more information, see Components.
In the Service attachment field, enter the service attachment for a service that you've published, and then click Done. For more information, see Set up private egress.
Optional: Click Add setting and repeat the previous two steps for every additional private egress setting that you need.
Click Create. When your new instance is created, it appears on the CCAI Platform instances page. This can take up to two hours. If you configured your instance for private ingress, a service attachment is created that you'll need to set up private ingress. To get the service attachment, do the following:
On the CCAIP Platform instances page, click the name of the instance that you just created. The CCAI Platform instance detail page appears.
Under Private access, save the Service attachments value.