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Topic

    Ameur Baccoucha
    Agent IntegrationAnswered
    Topic posted October 24, 2018 by Ameur BaccouchaGold Medal: 3,500+ Points, tagged Bots, Conversational AI, Virtual Assistant 
    112 Views, 4 Comments
    Title:
    Agent Integration
    Summary:
    Some questions about this feature
    Content:

    Hi there, 
    I have some question about the agent handoff feature: 
    - they can be only integrate with the oracle Service cloud ? or there is a way that i can integrate it with locale custom platforme? if not, it will be in the future ?
    - Is there any other richer documentation that can help in how develop it? that explain each case in the integration form ? maybe A youtube tuto or a Tech Exchange blog cheeky
    - i don't have any idea about the Service Cloud , is the chat platform of the agent already exist? which is the product that should we provisioning to have this feature? ... crying

    thanks
    Ameur

    Version:
    ODA 18.3.2_1808150141

    Best Comment

    Grant Ronald

    Currently the out of the box implementation is against service cloud - you can build your own but that would depend on the 3rd party platform exposing the appropriate APIS and you would have to write some Webhook code to manage the integration between thetwo

    We're actually running a hands on lab at OW tomorrow on agent integration - its not too difficult: set up a channel, then implement the two stages in the dialog flow.  If something is not clear in the documentation let me know

    Comment

     

    • Grant Ronald

      Currently the out of the box implementation is against service cloud - you can build your own but that would depend on the 3rd party platform exposing the appropriate APIS and you would have to write some Webhook code to manage the integration between thetwo

      We're actually running a hands on lab at OW tomorrow on agent integration - its not too difficult: set up a channel, then implement the two stages in the dialog flow.  If something is not clear in the documentation let me know

    • Everistus Olumese

      I am curious how to integrate agent integration to cx cloud. I have read all the documentation about this, it seems it is straight forward in AMCe but not so much in OMCe.

      I see where in the documentation where we are supposed to follow these steps:

      1. Click Settings in the left navbar and then choose Agent Integration.
      2. Click Add Integration.
      3. Enter a name and optional description. Be sure that this name matches the agentChannel property value for both the System.AgentInitiation and System.AgentConversation components.
      4. Choose the agent system from the Integration Type menu.
      5. Define the remaining properties that are specific to the agent system.
      6. Switch on the Interaction Enabled toggle.

      In OMCe, under settings there is no way to do this. I guess my question is how do we carry this out in OMCe.

       

      Regards,

       

      Everistus

      • Ameur Baccoucha

        This feature does not exist in OMCe, it is specific to the AMCe and the ODA. For this reason, you will not find it in the OMCe environment and I feel that it is impossible to develop it on your own.
        Ameur