Installing ICC

Introduction

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.

Setting up communications provider

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.

Twilio

Setting up 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 self-managed 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 adding media IPs to an allowed list, 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.

Setting up multiple interactions for workers

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:

  1. Log in to the Twilio dashboard.
  2. Go to the All Products and Services icon twilio_dots_icon_small.png and navigate to Task Router > Workspaces.
  3. Select which workspace to configure then navigate to Workers.
  4. Select which worker or workers to set up with multiple interaction capability.
  5. Scroll down to the worker's Task Channels and increase their capacity fields to the desired number. Having no more than 10 interactions per worker capacity will ensure optimal performance in Appian.

Genesys

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:

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

Make sure the interaction capacity is set to the desired number in Genesys Engage for Appian's multiple interaction component to work.

System requirements

  • Appian running version of 20.1 or higher.
  • Supported Appian database.
  • A supported web browser.

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 Engage Only. Chat audio notification is not supported.

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.

Downloading ICC

Cloud

This section will explain what is needed to download ICC for cloud customers and partners.

Customers

Cloud customers who have purchased ICC will have ICC set up for them automatically on their cloud sites.

Partners

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.

On-Prem

This section will step customers and partners through how to download ICC on-prem.

  1. Go to the software downloads record on Appian Community.
  2. Go to the Solutions tab at the top of the page.
  3. Select the Intelligent Contact Center solution.
  4. In the section labeled Downloads, download the ICC Components and ICC Application zip files.
  5. On your Appian server, navigate to the <APPIAN_HOME/_admin/plugins> directory.
    • Unzip the ICC Components file, and place all contents in this directory.

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.

  1. Unzip the ICC Application to access the following files, which will be used in later setup steps.
    • Intelligent_Contact_Center_Application.zip - Application package to import into Appian.
    • Intelligent_Contact_Center_Application.properties - Import customization file for configuring the application package.
    • ICC_Dialogflow.zip - Google Dialogflow agent import file for configuring virtual agent and agent assist features (optional).
    • ICC_Schema_Creation.sql - SQL script for creating the tables needed for the ICC App (optimized for MySQL).

Next steps

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

  1. Setting up Google Dialogflow - Optional setup to configure Google Dialogflow for virtual agent and agent assist features.
  2. Setting up the ICC Application - Import and configure the application.
  3. Setting Up a Web Chat Client - Optional setup to chat with ICC agents from a web page.
  4. Setting up Twilio or Setting up Genesys - Technical overview information about the communication providers, along with set up information and requirements for using the availability and interaction controls components.

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

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