Before getting started with the Intelligent Contact Center (ICC), you will need to set up your communication provider and be aware of some prerequisites required for ICC. This page outlines the steps for setting up the communication providers, system requirements, partner setup, downloading ICC, and next steps.
The first step in setting up your Appian contact center is selecting a communications provider. Appian ICC natively supports Twilio and Genesys Engage 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.
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.
For additional details on networking, refer to Twilio's network connectivity requirements for ports, bandwidth, and firewall configuration.
ICC allows agents to be on more than one interaction at a time. In order to allow this, you will need to update the task channel capacity in Twilio.
To do this, you can:
Genesys Engage will need to be configured separately from ICC and Appian. Refer to Engage documentation to get started.
Make sure the following network requirements are met to properly communicate with Genesys:
Make sure the interaction capacity is set to the desired number in Genesys Engage for Appian's multiple interaction component to work.
The web browsers supported by ICC are listed below.
|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 Engage Only. Chat audio notification is not supported.|
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.
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.
If you already have a paid Twilio account, you can skip the following steps.
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.
This section will explain what is needed to download ICC for cloud customers and partners.
Cloud customers who have purchased ICC will have ICC set up for them automatically on their cloud sites.
As explained in the installing ICC document, partners who have cloud environments must submit a support ticket to request deployment of the Twilio and Genesys components on their cloud sites. These components must be deployed to allow live communications with Twilio and Genesys.
In addition to the deployment of the components, you must download and unzip the ICC Application from the software downloads record on Appian Community for your Appian version.
This section will step customers and partners through how to download ICC on-prem.
These components can be hot deployed. No restart of Appian is required. It may take up to a minute before the add-on is recognized and can be used.
The following sections will help guide you through how to properly configure ICC.
Reminder: These steps must be completed for each Appian environment running ICC.
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