Integrate a Bot with the Proxy Tunnel Service Manager (PTSM)

The PTSM for Bring Your Own Bot integrates virtual agent platforms with CXone Mpower for both text and voice channelsClosed Various voice and digital communication mediums that facilitate customer interactions in a contact center.. After deployment, only a few configuration steps within CXone Mpower are needed to enable Virtual Agent Hub to communicate with your virtual agent platform using PTSM. PTSM BYOB supports various network protocols, including REST APIs, gRPC, and WebSockets.

Prerequisites

  • Obtain a PTSM deployed service URL from your Account Representative.

  • Obtain credentials from your virtual agent provider.

  • You can also request a sample script from your Account Representative.

Set Up a Bring Your Own Text Bot with the PTSM

Required Permissions: Studio Scripts Create/Edit, File Browser Create

You can create a new Studio script or edit an existing script. To complete this task, you must use your own scripting expertise or request assistance from your Account Representative.

  1. In Studio, create a new script or open an existing script.

  2. Add a TextBot Exchange action to your script.

  3. Double-click the action and select Add Bot.

  4. Give your bot a descriptive Name and select Custom Exchange Endpoint.

  5. Click Next.

  6. For Webhook URL, enter the PTSM deployed service URL and click Next.

  7. For Voice Integration Options, select Text Only and click Next.

  8. For Transcript, select Nothing and click Next.

  9. Test that the bot is working by sending messages.

  10. If the bot replies, click Add.

  11. Ensure that the newly created bot is selected in the TextBot Exchange interface. In the list of virtual agents on the left-hand side, locate the bot that you just created and click the check mark. The check mark turns green when selected.

  12. Click Close.

  13. Open the properties of the TextBot Exchange action.

  14. Find the virtualAgentId property. Ensure its value contains the name of the bot you created earlier in this task.

  15. Save the script.

You can continue testing the bot by double clicking the action to open the Virtual Agent Hub.

Set Up a Bring Your Own Voice Bot

Required Permissions: Studio Scripts Create/Edit, File Browser Create

  1. In Studio, create a new script or open an existing script.

  2. Add a VoiceBot Exchange action to your script.

  3. Double-click the action and select Add Bot.

  4. Give your bot a descriptive name and select Custom Exchange Endpoint.

  5. Click Next.

  6. For Webhook URL, enter the PTSM deployed service URL and click Next.

  7. For Voice Integration Options, select Turn by Turn Control and click Next.

  8. For Transcript, select Nothing and click Next.

  9. Test that the bot is working by sending it voice messages. Click the record icon and speak into your microphone to record a message for the bot.

  10. If the bot replies, click Add.

  11. Ensure that the newly created bot is selected in the VoiceBot Exchange interface. In the list of virtual agents on the left-hand side, locate the bot that you just created and click the check mark. The check mark turns green when selected.

  12. Click Close.

  13. Open the properties of the VoiceBot Exchange action.

  14. Find the virtualAgentId property. Ensure its value contains the name of the bot you created earlier in this task.

  15. Save the script.