Overview

Prerequisites

The first step in setting up your Appian contact center is selecting a communications provider. Appian ICC natively supports Twilio and Genesys PureEngage 8.5. For other providers, contact your account representative.

If you are a partner, refer to the Partner Setup section in addition to the information below.

Twilio

ICC comes packaged with Twilio, so your Twilio account will be managed by Appian.

Before you start the setup process, make sure you have the proper network configurations to use Twilio. For voice calls, the Twilio component uses a web browser to enable real-time calls through WebRTC. It relies on the browser's ability to access the computer's microphone and speaker. When an agent receives a call for the first time, their browser will prompt the agent for permission to use the computer's microphone. The agent must allow access to use the component.

There are several requirements for Appian to properly communicate to Twilio, as listed below.

  • The Appian environment must be network resolvable from Twilio, since callback URLs from Twilio need to be able to hit Appian Web APIs.
    • Cloud environments are already configured this way.
      • For on premise environments, Twilio callback URLs to Appian must be resolvable either directly or through proxy.
  • The agent's computer that accepts the call must be network resolvable to Twilio to connect the call to the agent.
    • Make sure all voice related tests pass when running Twilio's network test from a client machine.
    • Twilio uses the standard 443 server side SSL port.
  • The firewall should allow outgoing UDP to the public internet from browsers that will be using the Twilio component, and allow return traffic in response.
    • If you are operating on a restricted network that requires whitelisting of media IPs, you can find a list of IP ranges by region on the Twilio Client Regions site.

For additional details on networking, refer to Twilio's network connectivity requirements for ports, bandwidth, and firewall configuration.

Genesys

Genesys PureEngage will need to be configured separately from ICC and Appian. Refer to PureEngage documentation to get started.

Make sure the following network requirements are met to properly communicate with Genesys:

  • Bi-directional network connectivity between the Genesys and Appian servers.
  • Agent browser connectivity to Genesys server.

Google Dialogflow

ICC uses Google Dialogflow Enterprise Edition for virtual agent and agent assist features. Use of Dialogflow is optional for ICC, and can be turned off in the ICC App through the ICC_VAL_AI_FEATURE_TOGGLE constant, as described in more detail in the Setting Up the ICC Application section.

The following prerequisites apply if you are using ICC with Dialogflow:

  • Google Cloud Platform account.
  • An Appian service account will need a Google account to use virtual agent features.

Web Browsers

The web browsers supported by ICC are listed below.

Browser Comments
Mozilla Firefox Mozilla Firefox updates automatically. ICC supports the most recent stable version of Mozilla Firefox.
Google Chrome Google Chrome updates automatically. ICC supports the most recent stable version of Google Chrome.
Microsoft Edge Microsoft Edge is only supported on Windows 10 operating systems.
Microsoft Internet Explorer 11 Microsoft Internet Explorer 11 is supported on Windows operating systems for Genesys PureEngage Only.

Partner Setup

If you are a partner setting up ICC with Twilio, you will need to create your own paid Twilio account if you don't have one created already. If you are setting up ICC on a cloud environment, you will also need to open a support case to have the Twilio and Genesys components deployed. These following sub-sections will explain how to do both.

Setting up Twilio

The following steps describe what needs to be done in Twilio to set up ICC. After these steps have been completed, you can optionally add additional users to the Twilio account. For more details on adding users, refer to the Twilio documentation.

Create Paid Twilio Account

If you already have a paid Twilio account, you can skip the following steps.

  1. Sign up for Twilio.
  2. Follow the prompts until you arrive at the Console Dashboard.
  3. In the banner at the top of the page, select Upgrade Project and follow the prompts.
  4. Add the Company Address, Billing Address, and Payment Information and Funds to set up a paid Twilio account.
Update Conference Settings
  1. Click on the All Products and Services icon twilio_dots_icon_small.png and navigate to Programmable Voice > Conferences > Settings.
  2. Select Agent Conference and click Save.

Partner Cloud Setup

If you are a partner looking to set up ICC on an existing cloud site, you will need to submit a support ticket to request deployment of the Twilio and Genesys components on your cloud site. These components must be deployed to allow live communications with Twilio and Genesys.

Next Steps

The following sections will help guide you through how to properly configure ICC.

  1. Downloading ICC - Download all the necessary setup files before you start.
  2. Setting up Google Dialogflow - Optional setup to configure Google Dialogflow for virtual agent and agent assist features.
  3. Setting up the ICC Application - Import and configure the application.
  4. Setting Up a Web Chat Client - Optional setup to chat with ICC agents from a web page.

Reminder: These steps must be completed for each Appian environment running ICC.

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