IntroductionThis 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 You can find details about each API that is referenced in this document in the Call Control API, Contact API, and Session API sections of the LiveVox Developer Portal. Info |
---|
Login Logon Credentials - Username: prospect
- Password: Livevox12345^
|
Virtual Agent Virtual Agent Management and Data CollectionA set of Virtual Agents virtual agents is configured on the LiveVox Portal. A one-to-one ratio of Virtual Agents virtual agents exists for calls handled by the AI Vendor. The client must plan for the appropriate number of Virtual Agents virtual agents to handle their call volume, in addition to determining the maximum number of simultaneous calls for each service that is connected to the AI Vendor. - The AI Vendor must ensure that the Virtual Agents virtual agents are ready on the platform. To do so:
Obtain the Virtual Agent 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"} |
Add the Virtual Agent 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 11a |
Set the Virtual Agent to READYvirtual agent to the Ready state. 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 virtual agent does not change the state (that is, receive a call), the session ID expires. Therefore, the client must move Virtual Agents virtual agents in the Ready state to the Not Ready state , and then back to the Ready state, every hour.
- Virtual Agents 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 agent support during closed hours must be addressed as part of phase 2+.
|
When a call is routed to the Virtual Agent 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 |
To obtain additional data associated with the call, the AI Vendor can access the screen pop data that is typically presented to a Human Agenthuman agent. The data can include the customer account number, customer phone number, customer address, and so on. Screen pop data is configured through the LiveVox Portal of the client. Info |
---|
To obtain the screen pop data for the call: https://{{APIHost}}/callControl/agent/screenpop Header: Session ID from 1a |
If 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.
|
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
Other20 |
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 |
When the AI Vendor bot completes a call with the customer, and if the call must need not be routed to a Human Agent, the following two ways exist to complete this step: human agent, the AI Vendor must set the term code for the call and move the virtual agent back to the Ready state. If a transfer to a human agent is required, the AI Vendor must transfer the call to a human agent using the LiveVox Phonebook feature, set a term code for the call, and move the virtual agent back to the Ready state. To set a term code for the call and move the virtual agent back to the Ready state, the AI Vendor must set a specific term code for the call. To complete this step, use the following APIs
- If the client requires two separate recordings—one for the Virtual Agent and one for the Human Agent—the AI Vendor assigns a specific Term Code to complete the call. The Term Code is configured through the LiveVox Portal of the client
.
The Virtual Agent is now ready to receive another call. If the client requires a single recording that includes the complete recording for both the Virtual Agent and the Human Agent, the AI Vendor initiates a transfer using the LiveVox Phonebook transfer process. The Phonebook is configured through the LiveVox Portal of the client.
To transfer the call to a human agent, set a term code for the call and move the virtual agent back to the Ready state. The AI vendor must use the phonebook transfer process to transfer the call to the appropriate group of human agents and then set a specific term code for the call. To complete this step, use the following APIs.
The AI Vendor now assigns a specific Term Code to complete the call. The Term Code is configured through the LiveVox Portal of the client.
Customer Portal Config Requirements Panel |
---|
Create or configure Virtual Agentsvirtual agents. Note |
---|
LiveVox is required to configure Virtual Agentsvirtual agents. |
- Set the Service ACD mode to Agent Call Out.
- Set Service Groups for Virtual Agents virtual agents to LONGEST_AVAILABLE_AGENT.
- Create term codes to support transfers to Human Agentshuman agents.
- Create term codes for Virtual Agents virtual agents to complete calls.
- Load contacts into the Contact Manager.
- Update call contact flows to validate inbound consumer customer calls against the Contact Manager.
- Configure the Virtual Agent Desktop virtual agent desktop with the data required for the Virtual Agent Screen Popupvirtual agent screen popup.
- Configure the Agent Phonebook agent phonebook to allow the Virtual Agent virtual agent to transfer calls to a Human Agenthuman agent.
|
Sample Session Initiation Protocol (SIP) INVITE Request-Line: INVITE sip:+18990000001@XX18995020989@10.XX201.XX17.XX208:5060 5070 SIP/2.0 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@ XX18995020989@10. XX201. XX17. XX151:5070 Contact: <sip<sip: XX10. XX201. XX17. XX151:5060;transport= udp>udp> Call-ID: 5e18e8dc5e5842d2-0000- 7b7397a331a50cbf- f7f2e4ec5959b2c7- d3e93b6c@10a384d582@10. 101201. 2117. 27151 CSeq: 4117825 13096450 INVITE Content-Length: 177174 Content-Type: application/sdp From: <sip<sip:+ 19192109237@ XX19192109237@10. XX201. XX17. XX151: 5060>5060>;tag=telstage- 4c11af6920f7cc4e- 5e18e8dc5e5842d2 X-Lv-Destination-Ip: Lv-transaction-id: 55662935337 Lv-agent-login-id: VIRTUAL_AGENT_1 X-Lv-Destination-Port: 5060 Session-Privacy: no Carrier-Name: tmis Session-ID: U2DB327T5E18E8DC@XXU56AT5E5842D2@10. XX201. XX17. XX 151 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: 6869 Via: SIP/2.0/UDP XX34. XX239. XX4. XX:5060;branch=z9hG4bK623f.ac426ea3.0 Via: SIP/2.0/UDP XX.XX.XX.XX:5070;received= XX.XX.XX.XX184:5070;branch= z9hG4bK623fz9hG4bK938f. 02823352.0 Via: SIP/2.0/UDP XX.XX.XX.XX:5060;branch=z9hG4bK5e18e8dc-0000-7b7397a4-f7f2e4ec-d3e93b6c |