There are several steps needed to install and configure ICC on top of the Appian platform. These setup steps must be repeated on each environment on which ICC is deployed.
Prerequisites
Before you start the setup process, make sure you can meet the following requirements for ICC:
Run Twilio's network test to ensure connectivity from a client machine (first five tests must pass)
Bi-directional network connectivity between the Appian server and Twilio
ICC uses Google Dialogflow Enterprise Edition for virtual agent and agent assist features. The following prerequisites apply if you are using these features:
Google Cloud Platform account
All agents will need a Google account to use agent assist features
An Appian service account will need a Google account to use virtual agent features
Setup Steps
Here are the steps you'll follow to setup ICC:
Downloading ICC - Download all the necessary setup files before you start
Setting up Twilio - Register with Twilio and configure account level settings
Setting up Google Dialogflow - Optional setup to configure Google Dialogflow for virtual agent and agent assist features