Cisco Contact Center Express Live Chat Integration

You can integrate DRUID chatbots with Cisco Contact Center Express functionality, for cases when chat clients need to be transferred to helpdesk agents who use the Cisco Contact Center Express instead of the DRUID built-in live agent.

This section provides information on how to integrate DRUID chatbots with Cisco Contact Center Express. It does not cover Live Chat specific configuration within the conversational flow design.

If you’re using DRUID on premise deployment, the Cisco Contact Center Express integration is scalable for high loads.

For technical details about the integration solution between DRUID and Cisco Contact Center Express, see the specific Cisco documentation.

How the integration works

1. The users chat with the DRUID ChatBot.
2. If the chatbot determines that the user wants to talk to a human, it transfers the chat session to Cisco CCX.
3. The Cisco Customer Collaboration Platform (CCP) routes the user request to the correct queue based on chat rules.
4. An Unified CCX agent who is monitoring the queue accepts the live chat request and provides support to the user. The agents are not using DRUID native live agent.
5. When the live chat session ends, the chat session returns to the DRUID chatbot.

Prerequisites

• You should have installed and set up Cisco Unified Contact Center Express.
• You should enable a digital channel for DRUID in your contact center solution following the flow described in Cisco documentation.

• Cisco Customer Collaboration Platform (CCP) which is previously known as SocialMiner, acts as Chat Proxy responsible for routing chat requests from DRUID to the Unified CCX. To configure your bot you need to know the IP of the server where the CCP was installed.

• White list the IP of the DRUID.CCI component that is responsible for DRUID Contact Center integrations. To get the IP of this component, which is unique per DRUID environment, get in touch with DRUID Support.

Configuring the DRUID Chatbot

In the DRUID ChatBot Portal, go to the bot settings and click the Live Chat section header. The section expands. From the Live Chat Provider field, select Cisco, then configure the chatbot for Cisco CCX integration, following the steps:

Step 1. Configure the Connection strings to your Cisco CCX digital channel

To configure the connection strings to your Cisco CCX digital channel, select fill in the fields provided in the table below:

Step 2. Set Timeouts

If similar configurations in Cisco CCX are intended to be used, then set the DRUID Live Chat timeouts to values higher than those in Cisco CCX.

Step 3. Set Special Flows

Step 4. Set Special Messages

You can set up specific responses triggered by special Live Chat special flows and events in which a bot might reach out. You can either set the list of responses via the Bot Designer or set the flows to provide customized responses via the Flow Designer.

The table below provides you with the list of Live Chat messages you can customize for Cisco CCX integration:

Step 5. Save the chatbot

Sending the conversation transcript to Cisco Live Chat Agents

To ensure agents receive the conversation transcript from the bot before engaging in live chat, follow these steps:

1. On the step where you call the ConnectToHelpdeskAgent internal action, in the Pre Actions section, call the GetConversationTranscript internal action.
Important!  Ensure GetConversationTranscript is called in the Pre Actions section. Calling it in the Post Actions section will not send the transcript to agents.
Hint:  You can also call GetConversationTranscript in a previous step.
2. On the ConnectToHelpdeskAgent internal action, add the following:
Copy

{    
    ”SendConversationTranscript” : true
}

Hint:  You can also send additional client information to Cisco Live Chat agents. For more information, see Sending Contact Center Parameters.
3. Save the step.

Sending Contact Center Parameters

You can send the following Contact Center parameters to Cisco Live Chat:

How to send Contact Center parameters

On the ConnectToHelpdeskAgent internal action, provide the desired parameters inside the ContactCenterParameters object in JSON format.

{
    "SendConversationTranscript": true,
    "ContactCenterParameters": {
        "ExtensionFields": [
            {
                "Name": "Name",
                "Value": "John"
            },
            {
                "Name": "CNP",
                "Value": "1234567891234"
            }
        ],
        "Author": "John",
        "Title": "Update account details",
        "FeedRefUrl": ""
    }
}