AI Speech to LiveVox Integration

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 

You can find details about each API that is referenced in this document in the LiveVox Session, Call Control, and Contact APIs on the LiveVox Developer Portal.

Virtual Agent Management and Data Collection

A set of Virtual Agents is configured on the LiveVox portal. A one-to-one ratio of Virtual Agents exists for calls handled by the AI Vendor. The client must plan for the appropriate number of 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.

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.

      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.

      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.

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

      • 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. To obtain additional data associated with the call, the AI Vendor can access the screen pop data that is typically presented to a Human 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.

   To obtain the screen pop data for the call:

   https://{{APIHost}}/callControl/agent/screenpop
   Header: Session ID from 1a

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

   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
   • 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.

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

   • 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

6. 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.
   

   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

7. When the AI Vendor completes a call, and if the call must be routed to a Human Agent, the following two ways exist to complete this step: 

   1. 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.

      To obtain the TransID and SessionID for the call:

      POST https://{{APIHost}}/callControl/agent/status
      Header: Session ID from 1a
      Body example: {"stateChangedAfter": "1573809480000"}

      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.

   2. 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 complete the Phonebook Transfer:

      POST https://{{APIHost}}/callControl/agent/conference/phonebook?lineNumber=ACD

      Header: Session ID from 1a

      Body example: {"phoneBookId": "2237", "phoneBookContactId": "24590"}

      POST https://{{APIHost}}/callControl/agent/conference/leave

      Header: Session ID from 1a

      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.

      To obtain the TransID and SessionID for the call:

      POST https://{{APIHost}}/callControl/agent/status
      Header: Session ID from 1a
      Body example: {"stateChangedAfter": "1573809480000"}

      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"}

Customer Portal Config Requirements

Sample SIP INVITE

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