@Antonio GonzalezHello again Antonio,
I looked through the logs and I do not see any errors or anything like that. That rules out allowlisting, permissions, etc. Genesys Cloud is successfully interacting with the Dialogflow CX agent, the Dialogflow CX agent just isn't performing correctly.
I see the initial contact with Dialogflow CX doesn't seem to return any audio back to Genesys Cloud. This means that Dialogflow CX begins listening at without really asking the caller a question. If you have tried to put the question in an Architect Play Audio action, I would move that into the Dialogflow CX configuration so that the audio comes from CX when CX is ready to listen. Otherwise there can be a gap in time between when the Play Audio occurs and CX starts listening to the caller.
Next I see a "Live Agent Handoff" fulfillment coming from from Dialogflow CX, but Genesys Cloud does not receive the "End Session" that terminates the connection with Dialogflow CX. Without the "End Session" the call is not disconnect from Dialogflow CX so that it can be transferred to a Live Agent. Since there wasn't an End Session, the call stays with Dialogflow CX
After the Live Agent Handoff and about 0.6 seconds of audio, I see Dialogflow recognizing the additional audio coming from Genesys Cloud. The problem appears to be that Dialogflow CX isn't doing anything with that recognized audio. This might be because the CX agent doesn't have any processing after the Live Agent Handoff block.
Hopefully this gives you a better idea of what is happening with these calls.
Thanks,
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Brad Wehmeier
Genesys - Employees
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Original Message:
Sent: 06-15-2022 03:44
From: Antonio González
Subject: Dialogflow CX voice integration
Hello Brad,
Thank you for your response.
You can find attached the info requested:
- OrgId: d360f0f3-7b21-44bc-933d-94505a73869e
- Region: EU (Ireland) eu-west-1 EMEA (Dublin) https://login.mypurecloud.ie
- Timeframe: Wed 15th June 08:55-09:05
- Conversation ID: 119Z2sOQRDpRW-q4UbXAr5yLw (this value was retrieved from the webhook but we are not sure if it matches with the conversation id you mentioned)
Please let us know if you find something relevant in the logs.
Thanks in advance.
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Antonio González
EMERGYA DIGITAL SOLUTIONS, S.L. Unipersonal
Original Message:
Sent: 06-14-2022 11:59
From: Brad Wehmeier
Subject: Dialogflow CX voice integration
Hello Antonio,
Can you provide your OrgId, the Genesys Cloud region, and a rough timeframe for when you had a call that experienced the issue? If you have conversation ID that would be even better but I should be able to find what I need with just the basic information.
I can look into the logs on the Genesys Cloud side to see if there is an error message or something that would lead to a next step.
Thanks,
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Brad Wehmeier
Genesys - Employees
Original Message:
Sent: 06-14-2022 03:53
From: Antonio González
Subject: Dialogflow CX voice integration
Hi Gennaro,
Thank you for your response.
As far as we are concerned, this should not affect as the first event sent form Genesys is received and processed by Dialogflow CX. However, please let us know how to proceed regarding the whitelist because we are literally stuck and we need to unlock this issue asap.
Thanks in advance.
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Antonio González
EMERGYA DIGITAL SOLUTIONS, S.L. Unipersonal
Original Message:
Sent: 06-13-2022 05:22
From: Gennaro Montanino
Subject: Dialogflow CX voice integration
Yes of course :)
Do you have whitlisted the GCP projects to work with Genesys?
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Gennaro Montanino
Original Message:
Sent: 06-10-2022 04:28
From: Antonio González
Subject: Dialogflow CX voice integration
Hi all,
We have configured the integrations from Genesys to Dialogflow CX following the documentation (https://help.mypurecloud.com/articles/google-cloud-dialogflow-cx-quick-start-guide/) and we get the first response from Dialogflow CX by launching an event. The point is that no other voice requests are sent from Genesys to Dialogflow CX after this first event.
Have any of you faced this issue?
Thanks in advance.
#ConversationalAI(Bots,AgentAssist,etc.)
#Integrations
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Antonio González
EMERGYA DIGITAL SOLUTIONS, S.L. Unipersonal
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