Azure AI Bot Service
An Azure service that provides an integrated environment for bot development.
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I need help or information on handling calls from CISCO UCCE using azure bot
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Novigo
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I am trying to integrate azure bot with CISCO UCCE to handle the calls by voice bot. Need your help in setup and configuration.
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kothapally Snigdha 2,095 Reputation points Microsoft External Staff6 Jan 2025, 5:57 pm Hi Novigo,
Greetings & Welcome to the Microsoft Q&A forum! Thank you for sharing your query.
To integrate an Azure bot with Cisco UCCE for handling calls by voice bot, follow these steps:
- Start by creating an Azure Communication Services resource in your Azure portal. This will provide you with access to the Communication Services API and SDKs. please refer this https://learn.microsoft.com/en-us/azure/communication-services/samples/calling-hero-sample?pivots=platform-web
- Obtain a phone number or use a virtual phone number for the chatbot to interact with users. This can be done using the Azure Communication Services resource you created in step.
- With the chatbot and phone number set up, use the Communication Services API to make and receive phone calls, send and receive text messages, and manage voice interactions with users.
- Finally, deploy the chatbot to a hosting platform, such as Azure App Service, and make it accessible to users through the phone number or virtual phone number.
I hope this helps you! Thankyou!
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kothapally Snigdha 2,095 Reputation points Microsoft External Staff
8 Jan 2025, 8:32 am Hi Novigo,
Following up to see if the above response was helpful.
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Novigo 0 Reputation points
9 Jan 2025, 8:35 am Thanks for the response , I have already implemented IVR solution using azure communication services and azure bot. However my requirement here is call should be coming from Cisco UCCE call manger instead calling to a phone number of ACS. Calls fro UCCE need to be handled using azure bot.
I am looking for a solution to integrate my azure bot with Cisco UCCE
Thanks
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kothapally Snigdha 2,095 Reputation points Microsoft External Staff
15 Jan 2025, 8:21 am Hi Novigo,
sorry for delay.
Integrating an Azure Bot with Cisco Unified Contact Center Enterprise (UCCE) to handle incoming calls requires a structured approach. Here’ some steps to follow.
- Calls from the Cisco UCCE call manager should be routed to the Azure Bot instead of a traditional phone number. This may involve setting up a SIP trunk or similar connection.
- Ensure your Azure Bot is configured and deployed using the Azure Bot Service. You can utilize the Microsoft Bot Framework to create and manage your bot's capabilities.
- Cisco UCCE provides APIs that can be used to integrate with external systems. Familiarize yourself with these APIs, particularly those related to call control and routing.
- Establish a SIP trunk between Cisco UCCE and Azure Communication Services (ACS). This will allow calls to be routed from UCCE directly to your Azure Bot.
- You may need to configure the UCCE call manager to recognize the Azure endpoint as a valid destination for calls.
- Develop logic within your Azure Bot to handle incoming calls effectively. This includes recognizing intents, processing user input, and generating appropriate responses.
- Use Azure Cognitive Services for speech recognition and natural language understanding if needed.
- Conduct thorough testing of the integration to ensure that calls are routed correctly, and that the bot responds appropriately.
- Validate that all expected functionalities, such as call transfers or escalations to human agents, work as intended.
- After deployment, monitor the performance of your bot and the overall system integration.
- Use analytics tools available in both Azure and Cisco UCCE to gather insights on call handling efficiency and user satisfaction.
I hope this helps you. Thank you.
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Novigo 0 Reputation points
15 Jan 2025, 8:33 am Thanks kothapally Snigdha,
This gives some insight. If you have any reference link how to integrate azure bot using sip trunk, kindly share .
Thanks again
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kothapally Snigdha 2,095 Reputation points Microsoft External Staff
17 Jan 2025, 6:16 pm Hi Novigo,
sorry for delay.To integrate azure bot using sip trunk, can you please kindly refer this document https://learn.microsoft.com/en-us/azure/communication-services/concepts/telephony/direct-routing-sip-specification.
I hope this helps you Thank you.
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kothapally Snigdha 2,095 Reputation points Microsoft External Staff
21 Jan 2025, 5:31 am Hi Novigo,
Following up to see if the above response was helpful.
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