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Introduction

This document provides a model for integrating LiveVox with an artificial intelligence speech vendor (AI Vendor). The document is intended for the AI Vendor and their clients.

LiveVox REST APIs

Details regarding about each API that is referenced below in this document can be found in the LiveVox Session, Call Control, and Contact APIs on the LiveVox Developer portal.

LiveVox Developer Portal access:

https://docs.livevox.com/display/DP/Developer+Portal

username: prospect

password: Livevox12345^

Start with “LiveVox API Overview”-> ”LiveVox API Quick Start Guide”

(Username: prospect; Password: Livevox12345^).

Virtual Agent Management and Data Collection

A set of Virtual Agents

will be

are configured on the LiveVox portal.

There is a 1 to 1

A one to one ratio of Virtual Agents

to

exists for calls handled by the AI

Vender

Vendor. The client

will need to

must plan for the appropriate

#

number of Virtual Agents

required

to handle their call volume

(determine max #

, in addition to determining the maximum number of simultaneous calls

per

for each service connected to the AI Vendor

)

.

1. The AI Vendor will need to make must ensure that the Virtual Agents READY are ready on the platform. To do so:

   1. Obtain the Virtual Agent

      Session

      session ID.
      

      Info
      POST https://{{APIHost}}/session/login Header:

      LV provided API Token

      API token provided by LiveVox Body example: {"clientName": "Training2", "userName": "AI Vendor1", "password": "xxxx", "agent": "true"

      }

      
      

   2. Add the Virtual Agent to the appropriate

      Service

      service.
      

      Info
      POST https://{{APIHost}}/callControl/agent/service/join?serviceId=XXXXXX&phoneNumber=899XXXXXXX (see below for more info related assigning agent 899#s) Header:

      SessionID

      Session ID from

      2a.

      1

      
      

   3. Set the Virtual Agent to READY.
      

      Info
      POST https://{{APIHost}}/callControl/agent/status/ready Header:

      SessionID from 2a.
      

      Session ID from 1a

      
      

      Note
      The LiveVox session ID expires after two hours of inactivity

      NOTE :  LiveVox Session IDs expire with no activity after 2 hours

      . If a Virtual

      agent

      Agent does not change the state (

      i.e.

      that is, receive a call), the

      Session

      session ID

      will expire

      expires.

      Thus, it’s recommended to cycle any Virtual agents in a

      Therefore, the client must move Virtual Agents in the Ready state to the Not Ready state, and then back to the Ready state, every hour.

      It’s recommended that

      Virtual Agents

      are only logged in

      must be logged on only during the defined open hours of the LiveVox call center

      open hours

      . If

      Virtual Agents

      they are expected to receive calls outside

      of

      the open hours, additional planning related to routing and other factors (such as, maintenance windows

      should

      ) must be considered. Virtual Agent support during closed hours

      should

      must be addressed as part of phase 2+

      work

      .

      
      

2. When a call is routed to the Virtual Agent via through the LiveVox standard routing services, LiveVox will “conference” conferences the AI Vendor using a unique 899# 899 number for the agent. The unique agent 899# will pass This unique number passes as part of the INVITEinvite. This allows the AI Vender Vendor to identify the call calls associated with each agent. For example: 

   An example is as follows.

   LiveVox Virtual Agent	INVITE (example only)
   Virtual_Agent_1	INVITE sip:+18990000001@XX.XXX.XX.XX:5070 SIP/2.0^M
   Virtual_Agent_2	INVITE sip:+18990000002@XX.XXX.XX.XX:5070 SIP/2.0^M
   Virtual_Agent_3	INVITE sip:+18990000003@XX.XXX.XX.XX:5070 SIP/2.0^M

   See below for a detailed INVITE example.

   
   

3. If the AI Vendor collects additional data that should must be associated with the a contact, use the LiveVox Update Contact API.Update the Contact

   Info
   PUT https://{{APIHost}}/contact/contacts/{account} Header:

   SessionID

   Session ID from

   2a.

   1a Body: See the LiveVox Developer Portal for details and work with the client to determine which fields in Contact Manager

   to update
   NOTE: this should be data

   must be updated

   
   

   Note
   The additional data must be one that is stored for a long

   term

   time and associated with the contact

   . For example, update to contact info, recording of payment, etc. This is not intended for call specific data that would be presented in the Human Agent screen pop and would change for subsequent calls, such as were the consumer left the Virtual agent, call reason, etc.  Call specific screen pop data should use the LiveVox AI Integration App (see #5)

   
   

4. If the AI Vender Vendor collects call data specific data that should be screen popped to a to calls that appear on the Human Agent screens, use the LiveVox AI Integration App (AIA) API.

   Note
   Update the AIA. The URL is

   client specific (will be

   specific to a client and is provided as part of the client

   specific

   's project

   )

   . A

   Separate Specification document will be

   separate specification document is provided for the

   Method

   method, headers,

   Headers

   parameters,

   Parameters

   and

   Body

   body of the AIA.

   Data

   The data fields include: transactionId sessionId ani accountNumber nextAction callOutcome lvresult Other1 thru Other20

   
   

5. If the Client client wants to route non-LiveVox validated Consumers consumers to the AI Vendor, the AI Vendor can collect info data and update the contact through the Update Contact via ‘Update Contact API’ or Create a Contact via ‘Create Contact API’

   Update the Contact

   API or create a contact through the Create Contact API.
   

   Info
   To update the contact: PUT https://{{APIHost}}/contact/contacts/{account} Header:

   SessionID

   Session ID from

   2a.

   1a Body: See the LiveVox Developer Portal for options to update

   Create Contact

   
   

   Info
   To create a contact: PUT https://{{APIHost}}/contact/contacts/ Header:

   SessionID

   Session ID from

   2a.

   1a Body: See the LiveVox Developer Portal for options to update

   
   

6. When the AI Vendor completes the a call, a term code will be is assigned to the call indicating that either the call is done, over or the call needs to must be transferred to a Human Agent:

   Get

   .

   Info
   To obtain the TransID and SessionID for the call: POST https://{{APIHost}}/callControl/agent/status Header:

   SessionID

   Session ID from

   2a

   1a Body example: {"stateChangedAfter": "1573809480000"}

   Assign

   
   

   Info
   To assign the agent

   Term

   term code: PUT https://{{APIHost}}/callControl/agent/call/termCode Header:

   SessionID

   Session ID from

   2a

   1a Body example: {"callTransactionId": "108821676850", "callSessionId": "U5EF8FT5DFC07F9@10.101.21.216", "termCodeId": "101416228", "phoneDialed": "2134634007", "moveAgentToNotReady": "false"}

   
   

   The Virtual Agent is now ready to receive another call

 

1. .

Customer Portal Config Requirements

1. Create

   /Configure

   or configure Virtual Agents

   (requires LiveVox

   .

   Note
   LiveVox is required to configure Virtual Agents

   ):

   .

   
   

2. Set the Service ACD mode to “Agent Agent Call Out”Out.
3. Set Service Groups for Virtual Agents as “LONGESTto LONGEST_AVAILABLE_AGENT”AGENT.
4. Create Term term codes to support transfers to Human Agents.
5. Load contacts into Contact Manager.
6. Update Call Flows call flows to validate Consumers consumers against Contact Manager

 

1. .

Sample SIP INVITE

   Request-Line: INVITE sip:+18990000001@XX.XX.XX.XX:5060 SIP/2.0

    Message Message Header

       Record-Route: <sip: XX.XX.XX.XX:5060;r2=on;lr;did=0c.a75cb3e7>

       Record-Route: <sip: XX.XX.XX.XX;r2=on;lr;did=0c.a75cb3e7>

       Record-Route: <sip: XX.XX.XX.XX:5070;lr;did=0c.9c237b23>

       To: sip:+ 18990000001@ XX.XX.XX.XX:5070

       Contact: <sip: XX.XX.XX.XX:5060;transport=udp>

       Call-ID: 5e18e8dc-0000-7b7397a3-f7f2e4ec-d3e93b6c@10.101.21.27

       CSeq: 4117825 INVITE

       Content-Length: 177

       Content-Type: application/sdp

       From: <sip:+19192109237@ XX.XX.XX.XX:5060>;tag=telstage-4c11af69-5e18e8dc

       X-Lv-Destination-Ip:

       X-Lv-Destination-Port: 5060

       Session-Privacy: no

       Carrier-Name: tmis

       Session-ID: U2DB327T5E18E8DC@XX.XX.XX.XX

       Pool-Name: carrierinbound

Allow: INVITE, ACK, CANCEL, BYE, REFER, NOTIFY, OPTIONS, INFO, REGISTER, SUBSCRIBE, MESSAGE,    UPDATE

       Session-Expires: 1800;refresher=uac

       Supported: timer

       Max-Forwards: 68

       Via: SIP/2.0/UDP XX.XX.XX.XX:5060;branch=z9hG4bK623f.ac426ea3.0

       Via: SIP/2.0/UDP XX.XX.XX.XX:5070;received= XX.XX.XX.XX;branch=z9hG4bK623f.02823352.0

       Via: SIP/2.0/UDP XX.XX.XX.XX:5060;branch=z9hG4bK5e18e8dc-0000-7b7397a4-f7f2e4ec-d3e93b6c