Integrating Cisco VXML

In this guide, you'll learn how to easily build a virtual agent for voice channels using two main answers templates and the technical text.

Creating Voice channel

First, add a voice channel, which can be done in two different moments: when you're creating a virtual agent or adding it later to an existing agent. In the later, access the side menu option "Channels" and then click the "Create channel" tab.

How to configure a voice channel

Once you're in the Channel's Library, choose the Phone category to open a modal to configure the channel in 5 steps.

Step 1

Fill the fields for Name, Description (optional), a unique DNIS for this environment, and Type. After you select VXML as the voice channel type, the Secret field will appear. Ensure the Secret field contains exactly 16 characters.

Step 2

Fill in the settings for the call properties.

Please refer to each property section and table to understand the configurable fields used in the DNIS configuration and their reference values for the VXML type: TTS (text-to-speech) properties used in audio and text answer templates, such as Transfer, Fetch, and how it should handle Errors.

Step 3

On the next step, set the behavior for the first answer, Conversation Timeout for the welcome message and also call duration, and Regional Expressions.

Step 4

In this step, you'll set the TTS (text-to-speech) and audio configurations. Refer to the text and audio sections to see the default values and how to overwrite them with commands in the technical text field of answer cells.

Step 5

On the last step you'll set the values for DTMF and DTMF Voice Menu and also inform the Automatic Speech Recognition (ASR) voice provider.