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Login Credentials:

• Username: prospect
• Password: Livevox12345^

To begin with, see the LiveVox API Overview and LiveVox API Quick Start Guide sections of the portal.

1. The AI Vendor must ensure that the Virtual Agents are ready on the platform. To do so:

   1. Obtain the Virtual Agent session ID.

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

      Info
      POST https://{{APIHost}}/callControl/agent/service/join?serviceId=XXXXXX&phoneNumber=899XXXXXXX (see below for more info related assigning agent 899#s) Header: Session ID from 1

      
      

   3. Set the Virtual Agent to READY.
      

      Info
      POST https://{{APIHost}}/callControl/agent/status/ready Header: Session ID from 1a

      
      

      Note

      The LiveVox session ID expires after two hours of inactivity. If a Virtual Agent does not change the state (that is, receive a call), the session ID expires. 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. Virtual Agents must be logged on only during the defined open hours of the LiveVox call center. If they are expected to receive calls outside the open hours, additional planning related to routing and other factors such as maintenance windows must be considered. Virtual Agent support during closed hours must be addressed as part of phase 2+.

      
      

2. When a call is routed to the Virtual Agent through the LiveVox standard routing services, LiveVox conferences the AI Vendor using a unique 899 number for the agent. This unique number passes as part of the invite. This allows the AI Vendor to identify the calls associated with each agent. 

   An example is as follows.
   

   LiveVox Virtual Agent	INVITE
   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

   
   

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

   Info
   PUT https://{{APIHost}}/contact/contacts/{account} Header: Session ID from 1a Body: See the LiveVox Developer Portal for details and work with the client to determine which fields in Contact Manager must be updated

   
   

   Note
   The additional data must be one that is stored for a long time and associated with the contact. This step is not intended for data specific to calls that appear on the Human Agent screens and change for subsequent calls (for example, the reason for calling, consumer disconnecting from the Virtual Agent). Such data must use the LiveVox AI Integration App. For more information, see the next step.

   
   

4. If the AI Vendor collects data specific to calls that appear on the Human Agent screens, use the LiveVox AI Integration App (AIA) API.

   Note
   Update the AIA. The URL is specific to a client and is provided as part of the client's project. A separate specification document is provided for the method, headers, parameters, and body of the AIA. The data fields include: transactionId sessionId ani accountNumber nextAction callOutcome lvresult Other1 thru Other20

   
   

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

   Info
   To update the contact: PUT https://{{APIHost}}/contact/contacts/{account} Header: Session ID from 1a Body: See the LiveVox Developer Portal for options to update

   
   

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

   Info
   To obtain the TransID and SessionID for the call: POST https://{{APIHost}}/callControl/agent/status Header: Session ID from 1a Body example: {"stateChangedAfter": "1573809480000"}

   
   

   Info
   To assign the agent term code: PUT https://{{APIHost}}/callControl/agent/call/termCode Header: Session ID from 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. Create or configure Virtual Agents.

   Note
   LiveVox is required to configure Virtual Agents.

   
   

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