Setting up the Google Dialogflow CX connector app

Requirements for using the Google Dialogflow CX connector app

• Account owner or admin privileges
• Zoom Contact Center license
• Access to Dialogflow CX account

How to set up Google Dialogflow CX on the Google Side

Set up the agent handoff in Google Dialogflow CX

1. Sign in to Dialogflow CX.
2. On the Start Page, click the plus sign + next to Routes.
3. In the right-side panel, click Intent.
4. Click New Intent, then enter a display name for the intent.
5. Under Training phrases, click the up arrow to specify the number of AI-generated phrases.
6. Click Add to generate training phrases.
7. At the top right, click Save.
8. In the right-side panel, click Condition.
9. Select Customize expression then type True.
10. In the Agent responses section, click Add dialogue response.
11. Enter the text response, then click Add.
12. Click Add dialogue response again, then select Live agent handoff.
13. Under Transition, select Page, then End Session.
14. At the top right, click Save.

Update the dialog profile and set sipConfig using API

1. Sign in to Google Cloud Console.
   Note: Make sure you are on the correct project where your agent is set up.
2. In the search bar, enter Colab Enterprise.
3. Under Quick actions, click Import notebooks.
4. In the right panel, under Import source, select URL.
5. Under Notebook URLs, paste the following: https://github.com/GoogleCloudPlatform/dialogflow-integrations/blob/master/tools/SIP_SIPREC_integration_Dialogflow_CURL_commands_with_SIP_TRUNK_management.ipynb.
6. Click Import.
7. Scroll down to Project setup and enter the following:
   • Region: You can find the region in the agent URL. For example, https://dialogflow.cloud.google.com/cx/projects/my-project-1234-44519/locations/global/agents/684694ee-7138-46c8-a143-18a0c73e4740
   • JWT: You can find the JWT token by clicking Activate Cloud Shell. Type in gcloud auth print-access-token then press enter to get the JWT token.
8. On the left side, under Project setup, click the run icon and wait for the green check mark indicating success.
9. Expand the Configuring CCAI for SIP/SIPREC section, then click the run icon .
10. Under Script to create a ConversationProfile with GTP integration and export to Insights enabled, enter the following:
    • Conversation_Profile_Name: Your agent's name.
    • Security_Settings_Name: Any random name.
    • Phone_Number_Country_Code: 1
    • CX_Agent_Name: Copy from the Dialogflow CX URL. For example, projects/my-project-1234-4454219/locations/global/agents/6846294ee-7138-46c8-a143-18a0c73e4740/.
11. Click the run icon .

Enable Transcript Summary

1. Sign in to Agent Assist.
2. In the left menu, click Conversational profiles.
3. Click Create.
4. Check both Conversation summary (legacy) and Conversation summary (legacy voice).
5. Enter a display name.
6. Click Save.

How to set up Google Dialogflow CX on the Zoom Side

Set up the integration in Zoom Marketplace and Zoom Contact Center

1. Sign in to Zoom Marketplace.
2. In the search bar, look for Google Dialogflow CX connector.
3. Click Add.
4. On the authorization page, provide the following details:
   • Connection name: Enter a connection name.
   • Authentication: Enter the JSON authentication from Google. JSON authentication key can be obtained from Google Cloud.
5. Click Submit.
6. Select a location.
7. Select the associated Google phone number.
8. Click Submit to create the connection.
   Once the connection is successful, proceed to the section to create a Zoom Contact Center flow.

Generate the JSON Authentication Key

1. Go to Google Cloud Console.
2. In the left menu, hover over IAM & Admin then Service Accounts.
3. Click an email then Keys tab.
4. Click Add Key then Create new key.
5. Select JSON key type then click Create.
6. Download the key.

Create a Zoom Contact Center flow and select Google Dialogflow CX connector

1. Sign in to the Zoom web portal.
2. In the left navigation, click Contact Center Management, then Integrations.
3. Click the Connectors tab.
4. To the right of the Google Dialogflow connector, click Assign.
5. Select a division then click Assign.
6. In the left navigation, click Contact Center Management, then Flows.
7. Click Add Flow.
8. Select Voice channel, then enter a display name for the flow.
9. Click Add.
   The flow editor will open.
10. In the left panel, drag and drop the Bot widget.
11. Click the Bot widget to open the settings.
12. Under Bot, select the Dialogflow CX connection.
13. Click the Exits tab, then configure the settings:
    • Transfer to Agent
    • End
    • Timeout
14. Configure entry point for the voice channel.
    Once done, the voice bot is now connected.

How to uninstall the connector

1. Sign in to Zoom Marketplace.
2. In the top-right corner, click Manage.
3. In the left menu, click Added apps.
4. To the right of the Google Dialogflow CX connector, click the ellipsis icon then Disconnect.

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