Integrate Microsoft Azure

Content on this page is for a product or feature in controlled release (CR). If you are not part of the CR group and would like more information, contact your CXone Account Representative.

Before completing the tasks on this page, be sure that the prerequisites for the integration have been met.

Microsoft is retiring LUIS on October 1, 2025. As of April 1, 2023, no new LUIS resources can be created. Microsoft recommends migrating your LUIS resources A square with an arrow pointing to the outside. to conversational language understanding (CLU).

Create a Script

Required permissions: Studio Script View, Create/Edit

You need at least one Studio script to route interactions to your virtual agent. Follow the script guidelines and requirements. Your script must have the phone media typeClosed A medium, such as voice, email, and chat, through which a contact connects with an intended recipient. for a voice virtual agent or the digital media type for a text virtual agent. The supported virtual agent actions for this provider are:

You can learn more about Studio scripting in the Fundamentals and Technical Reference Guide sections of the online help.

When your virtual agent is ready to go into production, assign the script to one or more points of contact.

Add an App to Virtual Agent Hub

Required permissions: Automation & AI > Launch Automation & AI

Adding a configuration app to Virtual Agent Hub establishes the connection between CXone and your virtual agent provider.

  1. In CXone, click the app selector and select Other > Automation & AI and then click Virtual Agent Hub. You can also double-click the virtual agent action in your Studio script to launch Virtual Agent Hub.
  2. Click Add Bot.

  3. Enter a Virtual Agent (Bot) Name and click Microsoft Azure in the list of virtual agent providers.

  4. Click Next.

  5. Complete the fields in the configuration form and click Next. You can find details about this form in the Configuration Page Details section on this page.

  6. Click Next.

  7. If you're setting up a text virtual agent, select Text Only (No Voice Support) on the Voice page. If you're setting up a voice virtual agent, contact your CXone Account Representative.

  8. Click Next.

  9. On the Transcript page, select the option for whether you want the conversation transcript and intent information captured.

    Option Details
    Do Not Capture or Archive Transcript or Intent Info Select this option if you don't want to capture conversation transcriptions or intentClosed The meaning or purpose behind what a contact says/types; what the contact wants to communicate or accomplish information.
    Capture and Archive Intent Info Only

    Select this option if you want to want to capture intent information only. Captured data is stored only for the duration of the interaction by default.

    This option requires custom scripting.

    Capture and Archive Transcript and Intent Info

    Select this option if you want to capture both transcript and intent data. Captured data is only stored for the duration of the interaction by default.

    This option requires custom scripting.

  10. Click Next.

  11. On the Test + Add page, you can test your bot's connection by sending voice or text prompts. If your test messages don't work, click Back to return to the Configuration page and verify the settings. You may also need to verify configurations in your virtual agent provider's management console.

  12. Click Add.

Microsoft Azure Configuration Page Details

Use the information in the following table when completing the Configuration page. You see this page when adding an app in Virtual Agent Hub

The Configuration page for adding a Microsoft Azure to Virtual Agent Hub

Field

Details
Integration Version

Select the version of Virtual Agent Hub that you want to use. This option allows you to use a previous version of Virtual Agent Hub until you're ready to switch to a newly-released version. The available versions are: 

  • Version 1.0.0: This is the first version of Virtual Agent Hub. The custom payload object returns as customPayload.payload.xxxx.
  • Version 2.0.0: This version is not available for this provider.
  • Version 3.0.0: This version introduced StandardBot, which standardizes how CXone communicates with virtual agent providers. The customPayload object returns as an array, as customPayloadscriptPayloads[n].xxxx. This version is available for all providers.
Direct Line Secret Enter your Direct Line authentication secret. A Direct Line secret allows CXone to access any conversation that takes place with your Microsoft Azure virtual agent. You can find the secret in the Microsoft Azure portal.
Use Your Own Account for Azure Text-to-Speech Invocation (Instead of CXone TTS Cloud

If you want to use the Microsoft Azure Text-to-Speech service and have your own account set up, click the slider to On.

If you want to use CXone Cloud TTS Hub or don't have an Azure TTS account set up, leave this field set to Off. You can configure Cloud TTS Hub on the next page of the configuration wizard.

Speech Service Key

Enter your Speech service key. You can find this key in the Azure portal.

Complete this field only if you enabled using Azure Text-to-Speech service.

Speech Service Region

Enter the region identifier for the region that your Speech service key was created for.

Complete this field only if you enabled using Azure Text-to-Speech service.

TTS Voice Name

Select the text-to-speechClosed Allows users to enter recorded prompts as text and use a computer-generated voice to speak the content. voice from the drop-down that you want this Azure virtual agent to use.

Complete this field only if you enabled using Azure Text-to-Speech service.

Timeout Message Enter the message that you want the Azure virtual agent to use when a contact times out. The default message is Are you still there?
DTMF Breakout Pattern

Enter the characters that, when pressed during a call, cause the virtual agent to take the DTMFBreakout branch of the Studio script.

Complete this field only if this is a voice virtual agent.
Welcome Intent Enter the ID of the Azure welcome intentClosed The meaning or purpose behind what a contact says/types; what the contact wants to communicate or accomplish you want this virtual agent to use.
Timeout Intent Enter the ID of the Azure timeout intent you want this virtual agent to use.
If you want LUIS Prediction Intent, use your own LUIS app account

Click the slider to On if you have a LUIS app account and want to use LUIS intentClosed The meaning or purpose behind what a contact says/types; what the contact wants to communicate or accomplish prediction with your Azure bot.

If you don't want to use LUIS intent prediction with this Azure virtual agent, leave this field set to Off.

LUIS is part of Microsoft Azure Cognitive Service for Language and provides natural language functions for your conversational virtual agents. For more information, refer to the online help for Microsoft Azure Cognitive Service for Language.

LUIS App ID

Enter the ID for your LUIS app.

This field is visible only if you set the If you want LUIS Prediction Intent field to On,

LUIS Prediction Key

Enter the key for the LUIS app you're using with this Microsoft Azure virtual agent.

This field is only visible if you set the If you want LUIS Prediction Intent field to On,

LUIS Prediction Endpoint

Enter the endpoint for the LUIS app you're using with this Microsoft Azure bot.

This field is visible only if you set the If you want LUIS Prediction Intent field to On,

Configure Azure TTS 

Required permissions: Automation & AI > Launch Automation & AI

If you're using the Azure text-to-speech with this virtual agent, you must have your own account with Microsoft already set up.

  1. In Virtual Agent Hub, add a new configuration app and configure it according to the steps in Add an App to Virtual Agent Hub on this page.
  2. Click Use Your Own Account for Azure Text-to-Speech Invocation to On to enable it.
  3. Enter your Speech Service Key. You can find this key in the Azure portal.
  4. Enter the region identifier for the region that your Speech service key was created for in the Speech Service Region field.
  5. Select the voice and language you want this virtual agent to use from the TTS Voice Name drop-down.
  6. Return to Add an App to Virtual Agent Hub on this page to finish adding the configuration app.

Configure Voice Integration Options

Required permissions: Automation & AI > Launch Automation & AI

For Azure virtual agents, you can use either the Azure text-to-speech service or CXone Cloud TTS Hub.

If you're setting up a text virtual agent, you can skip this section.

The Voice page in the configuration wizard in Virtual Agent Hub.

  1. In Virtual Agent Hub, add a new configuration app and configure it according to the steps in the Add an App to Virtual Agent Hub section  on this page.

  2. Click Next on the Configuration page.

  3. On the Voice page under Voice Integration Options, select the option for the kind of voice connection you're using with your virtual agent.

    Field Details
    Voice Integration Options

    Select kind of voice integration you're using with this virtual agent:

    • Turn by turn Control CXone Voice Bot Gateway): Select this option if your script controls each turn of the conversation with the virtual agent. Your script must use Voicebot Exchange actions.
    • SIP Integration (Backchannel): Select this option if you're using a SIP backchannel connection with your virtual agent. Contact your CXone Account Representative for setup assistance.
    • Custom Telephony (gRPC, DirectLine Voice, etc): Select this option if you're using another telephony option to connect to your virtual agent. Contact your CXone Account Representative for setup assistance.

  4. If the form won't allow you to select Use CXone Cloud TTS, click Back to return to the Configuration page. Click the Use Your Own Account for Azure Text-to-Speech Invocation slider to Off. You can now enable Cloud TTS Hub on the Voice page.

  5. Select a TTS Vendor, if you're using Cloud TTS Hub. If you're using your virtual agent provider's TTS service, this field is not visible and you can skip this step.

  6. Under Transcription Options, select the option for the transcription service you want to use.

    Field Details
    Transcription Options

    Select the service you want to use for transcription:

    • Use bot account transcription: Select this if your want to use your virtual agent provider's transcription service. Audio from the contact's utterances is sent to the provider before being transcribed.
    • Use CXone transcription profile: Select this if you want to use a CXone transcription profile. You can learn more about this option on the CXone Turn-by-Turn Transcription help page.
  7. If you choose to use a CXone transcription profile, click Transcription Profile to select the one you want to use. Click Add New Turn by Turn Transcription Profile to create a new profile.
  8. Click Next.
  9. Return to the Add an App to Virtual Agent Hub section  on this page to finish adding the configuration app.

Assign the Microsoft Azure App to an Action

Required permissions: Studio Script View, Create/Edit

When the virtual agentClosed The meaning or purpose behind what a contact says/types; what the contact wants to communicate or accomplish app is set up and configured in Virtual Agent Hub, you need to assign it to the virtual agent action in your script. This connects the action and the script to your virtual agent provider.

  1. In Studio, open the script you want to modify.

  2. If you haven't done so already, click the Tools tab, expand the Automation and AI category, and add the virtual agent action you want to use. Be sure to put it in the correct location in your script. If you don't see the action you expect, verify that your script media type is correct. For example, if you're creating a script for a voice virtual agent, the script must be a phone script.

  3. Double-click the action to open Virtual Agent Hub.

    The Virtual Agent Hub main page has a list of current bots is on the left. Each has a delete icon and a checkmark icon to the right of the bot name.
  4. In the left column, locate the virtual agent that you want to assign to the action and click the checkmark An icon of a circle with a checkmark inside. next to it.
  5. Click Close.

Change the Transcription Profile

Required permissions: Automation & AI > Launch Automation & AI

A transcription profile allows you to use a different transcription service from the one the virtual agent provider offers. Each virtual agent can have one transcription profile. You only need to follow the steps in this section if you are working with a voice virtual agent and need to change the transcription profile.

  1. In CXone, click the app selector and select Other > Automation & AI and then click Virtual Agent Hub. You can also double-click the virtual agent action in your Studio script to launch Virtual Agent Hub.
  2. In the list of virtual agent configuration apps on the left side of the Virtual Agent Hub page, click the one you want to modify.
  3. In the center of the virtual agent app properties page, click the Voice tab.

  4. Under Transcription Options, select Use CXone transcription Profile if it isn't already selected.

  5. Select the Turn by Turn Transcription Profile you want this virtual agent integration to use. If the option you want to use isn't there, you can add it.

  6. Click Save.
  7. Test your transcription service by using the microphone option in the Test section of your virtual agent app properties page.

Test Your Virtual Agent Bot

Required permissions: Automation & AI > Launch Automation & AI

You can test many aspects of your virtual agent to make sure everything works as intended. You can run tests from the virtual agent app's properties page in Virtual Agent Hub. When testing, you can: 

  • Verify that the virtual agent app is correctly configured to communicate with the virtual agent provider.
  • Add custom payload JSON to test the virtual agent's handling of custom payload data.
  • Trigger a welcome intent event to test how the virtual agent begins a conversation.
  • Trigger a custom intent event to test any custom events you've created for your virtual agent.
  • Trigger a timeout event to test how the virtual agent responds when the contact times out.
  • Test how the virtual agent handles DTMFClosed Signaling tones that are generated when a user presses or taps a key on their telephone keypad. input.

The following image is an example of the properties page for a virtual agent app in Virtual Agent Hub. It shows the Configuration and Voice tabs and the Test pane.

The properties page for a bot in Virtual Agent Hub showing the Test pane on the right side of the page.

  1. In CXone, click the app selector and select Other > Automation & AI and then click Virtual Agent Hub. You can also double-click the virtual agent action in your Studio script to launch Virtual Agent Hub.
  2. Click to select the configuration app for the virtual agent you want to test from the list on the left.

  3. In the Test pane, enter a test message in the Type a message field and press Enter to send it. You can also click Microphone An icon shaped like a microphone. and speak into your computer's microphone.

  4. Click Start with welcome intent to start a test conversation from the beginning. The virtual agent responds with its default welcome message. You can enter test messages.

  5. Click More Options An icon with three dots stacked vertically. to test other aspects of your virtual agent.

    Field Details
    Add Custom Payload JSON

    Select to test sending custom payload JSON to your virtual agent.

    Enter the custom payload in the Add Custom Payload JSON text box that appears on the Test + Add page. Press Enter after each line.

    Send a test message when you're ready to test the custom payload. When you're finished testing custom payload, click Close on the Add Custom Payload JSON pane.

    Trigger Welcome Intent Event Select to test the default Welcome intentClosed The meaning or purpose behind what a contact says/types; what the contact wants to communicate or accomplish. The virtual agent sends the welcome message. Enter a message to respond.
    Trigger Custom Intent Event Select to test a custom intent event. Enter the Event Name in the pop-up that appears and click Trigger. The virtual agent sends the message for the intent you entered. Send a response to test the intent.
    Trigger Timeout Event Select to view the default timeout intent. The virtual agent sends the timeout response message that it's configured with.
    DTMF Input Select to test your voice virtual agent's response to DTMFClosed Signaling tones that are generated when a user presses or taps a key on their telephone keypad. tones. Enter DTMF Characters and click Input to see the virtual agent's response to those characters.
  6. Click Reset to start your test again.

  7. If you need to make changes based on the results of your testing, you can: 

    • Modify the Studio scripts for the virtual agent.
    • Modify the configuration settings in the virtual agent's app in Virtual Agent Hub.
    • Modify the virtual agent's configuration settings in the provider's console. Click the large square button on the app properties page in Virtual Agent Hub. The example at the beginning of this section shows the Google Dialogflow CX app with the provider button. It has the An icon that has a square with an arrow overlaid on top of it. The arrow points from the center of the square to the top right corner of the square. icon on it to indicate that the link opens an external site.
  8. Test the virtual agent thoroughly after each change to your scripts or any configuration settings.
  9. When you're finished testing, click Close.