Configure Avaya Conversational Intelligence (ACI) real-time transcriptions for Tenfold for Service Cloud Voice

Overview

Avaya Conversational Intelligence(ACI) is an end-to-end, cloud-based solution for real-time Spoken Language Understanding for call centers. It combines large vocabulary, real-time speech recognition, transcript refinement, and entity and intent recognition in order to convert live audio into a rich, actionable stream of structured events.

NOTE: See Limits and limitations for important information.

Important

If you. have any questions regarding configuring ACI, please contact Avaya.

How it works

Working in conjunction with Service Cloud Voice, ACI provides Tenfold with real-time call transcriptions which Tenfold, in turn, parses and sends to the Salesforce real-time API.

Tenfold sends the transcription at the point of speaker change in the conversation, alternating between speakers. For example, when an agent stops speaking and the customer begins speaking Tenfold will send the agent transcription for that leg of the conversation to Salesforce where it is memorialized for the purposes of being displayed and actioned upon by Einstein.

The following diagram illustrates a sample conversation and when each leg of the conversation is memorialized to Salesforce’s Real-Time API.

ACI requirements

The following document outlines ACI requirements as specified by Avaya.

ACI Customer Requirements v1.17

ACI architecture

ACI limitations and advisories

• WebRTC endpoints are not supported.
• Mute and unmute are not supported.
• Start and stop recording are not supported.
• Call recording integration is not supported.
• Address book is not supported.
• ACW is supported in one direction, from Avaya to Salesforce, when mapped in Tenfold’s platform to a Salesforce busy state.
• Salesforce Service Cloud Voice may only track one external call per agent at a time. If a second call arrives while the agent is on a call, the agent may lose the ability to control both calls within Salesforce.
• Status federation using Tenfold’s platform does not account for agent capacity.
• Call transcription is not supported for transfer and conference calls.
• Near real-time call transcripts are sent to Salesforce when the speaker in the conversation changes. For example, when an agent stops speaking and the customer begins speaking, the agent transcription for that leg of the conversation is sent to Salesforce where it is memorialized for the purposes of being displayed and actioned upon by Einstein. This is further described in How it works section of this document above.
• The call timer in Salesforce may intermittently reset to 0 during the call.
• ACI does not support calls with more than two participants.
• If deploying multiple Tenfold Cloud Connect (TCC) instances, do not configure the same skill to be monitored across multiple TCC instances. This may cause issues with SIP extensions, resulting in some transferred calls continuing to show as active.
• Linking to call recordings is not supported.

ACI configuration

Work with your Avaya Account representative to configure ACI to work with your Avaya environment. This includes monitoring of agents, devices, skills, etc as well as ensuring that ACI is configured to send the UCID to Tenfold. Avaya recommends completing the following worksheet to facilitate ACI installation.

ACI Customer Configuration Worksheet v4.xlsx

In this section

• Authorize Tenfold Cloud to read call transcripts from Avaya Conversational Intelligence
• Configure the Voice Call record layout to show real-time transcription
• Configure an ACI webhook to integrate with Tenfold