Voice Gateway Management

After you add voice gateways to Oracle® Intelligent Communications Orchestration Network cloud service you can manage them through the Services page.

Use the following procedures to manage your voice gateways.

• Connect a Voice Gateway
• Connect to Amazon Lex Voice Assistants
• Connect to a Microsoft Azure AI Bot Service
• Connect to a Microsoft Copilot Studio Bot
• Connect to a Google Dialogflow CX or ES Voice Bot to a Voice Gateway
• Edit Voice Bots

Connect a Voice Gateway

Oracle® Intelligent Communications Orchestration Network cloud service provides the option to use a Voice Gateway and Voice Bots for your call center. You can add a Voice Bot now, in this procedure, or you can add one later.

Before You Begin

• Add any number blocks you want to assign to the voice gateway you will choose in the following procedure, if they are not already listed. Number blocks must be assigned to a site other than Inventory.

Context

Upon log on, Managed Service Provider users land on the Accounts page. Enterprise users land on the Services page. The steps in the following procedure are identical for both types of users from Step 2 onward.

After you click Add Service on the Services page, the user interface guides you through the process to add a Voice Gateway and, optionally, a Voice Bot. To add a Voice Bot, you must enter the same Secret Key and Bot ID you set when you established the Voice Bot service with the provider.

Procedure

1. Go to Services, and click Add Service.
2. On the Select Your Service Profile page, click the Voice Gateway card that you want and click Continue.
3. On the Configure Voice Gateway Settings page, do the following:
   • Enter the name you want for the service. Valid values: 1-30 characters.
   • Enter the number of channels you want to allocate to the service. Valid values: 1-5,000.
4. Click Continue.
5. (Optional) On the Add a Voice Bot page, click a Voice Bot card and click Continue, if you want to add a Voice Bot now. You can add Voice Bots later.
6. On the Assign Number Blocks page, select the number blocks you want to use with the gateway and click Continue.
   Oracle® Intelligent Communications Orchestration Network cloud service displays the Configure Voice Bot settings page with the fields required by the voice bot you selected.
7. On the Configure Voice Bot Settings page, complete the fields, which may vary per provider.
   Note: Regardless of the voice bot you select, the Speech Configuration section displays Use Voice Bot Provider Speech-to-Text Engine and Use Voice Bot Provider Text-to-Speech Engine with a toggle to enable or disable each one. At this time, the toggles are set to the enabled position and cannot be changed.
8. Click Submit.
   Oracle® Intelligent Communications Orchestration Network cloud service displays the newly added voice bot in the map on the Services page.

Connect to Amazon Lex Voice Assistants

The Oracle® Intelligent Communications Orchestration Network cloud service supports connecting the voice gateway to Amazon Lex Voice Assistants.

Before You Begin

• Connect the target voice gateway to Oracle® Intelligent Communications Orchestration Network cloud service.

Context

To connect programmatically to an Amazon Web Service (AWS), you use an endpoint. AWS services offer the following endpoint types in some or all of the AWS Regions that the service supports: IPv4 endpoints, dual-stack endpoints, and FIPS endpoints. Some services provide global endpoints. For more information, see: https://docs.aws.amazon.com/general/latest/gr/lex.html#lexv2_region.

Procedure

1. Go to Services, and click the name of the target Voice Gateway.
2. On the Voice Gateway Details page, click Add Voice Bot.
3. On the Add a Voice Bot page, click Amazon Lex Voice Bot Service and click Continue.
4. On the Assign Number Blocks page, select the numbers you want, and click Continue.
5. On the Configure Voice Bot Settings page, do the following:

   Voice Bot Configuration	Fields
   Bot Name	Enter the unique name you want for identifying the connection in the Oracle Intelligent Communications Orchestration Network.
   Provider	The Oracle Intelligent Communications Orchestration Network cloud service automatically inserts the provider's name.
   AWS Bot Name	Enter the name of the Amazon Lex Bot as defined as the Bot ID, which is the unique ID for the specified bot.
   AWS Secret Access Key	Copy the secret access key from your Amazon Bot account. The field is masked.
   AWS Bot Alias	Enter an alias that points to a specific version of an Amazon Lex Bot, allowing different versions to be used in various environments such as Production or Development.
   AWS Bot Locale	Enter the language and regional settings for an Amazon Lex Bot to ensure the bot interacts with users in the correct language and dialect. For example, English (US), Spanish (Mexico).
   AWS Access Key	Enter a pair of credentials consisting of an Access Key ID and Secret Access Key for authenticating programmatic requests to Amazon Web Services. The key comes from Amazon Web Services.
   AWS Region ID	Enter the specific geographic location where AWS resources, like bots, are hosted. Each region corresponds to a particular set of AWS data centers that support the Amazon Lex Bot. For example, us-east-1 (Boston), us-midwest-2 (Omaha), ap-northeast (Tokyo), and so on. Use the following URL for a list of regions and IDs. https://docs.aws.amazon.com/general/latest/gr/lex.html#lexv2_region
   Voice Channels	Set the number of channels reserved for this voice bot. The number cannot exceed the capacity of the voice gateway.
   Speech Configuration	Choices
   Which Speech Engine Do You Want the Voice Bot to Use for Speech Recognition?	Not selectable at this time. Defaults to the Integrated speech engine (Amazon Cloud Speech-to-Text)
   Which Text-to-Speech (TTS) Engine Do You Want the Voice Bot to Use for Speech Synthesis?	Not selectable at this time. Defaults to the Integrated speech engine (Amazon Cloud Text-to-Speech)

6. Click Submit.
   The Oracle® Intelligent Communications Orchestration Network cloud service configures the connection and adds the Amazon Lex Voice Bot to the table and diagram on the Voice Gateway page.

Connect to a Google Dialogflow CX or ES Voice Bot to a Voice Gateway

When you want to add the Google Dialogflow CX or ES Voice Bot to a Voice Gateway already connected to the Oracle® Intelligent Communications Orchestration Network cloud service, use the following procedure.

Before You Begin

• Review the following procedure in advance, so you can collect the necessary information from your Google DialogFlow profile before you begin.
• Confirm that the Voice Gateway you want to add the Voice Bot to is already connected to Oracle® Intelligent Communications Orchestration Network .

Context

You must select the either the Google Dialogflow CX or ES voice bot profile on the Services page, assign number blocks, and configure the connection to the service.

Procedure

1. Go to Services, and click the Voice Gateway.
2. On the Voice Gateway Details page, click Add Voice Bot.
3. On the Select Voice Bot page, click Google Dialogflow CX or ES, and click Continue.
4. On the Assign Number Blocks page, select the numbers you want, and click Continue.
5. On the Configure Voice Bot Settings page, do the following:

   Voice Bot Configuration	Fields
   Bot Name	Enter a unique name for your Voice Bot.
   Provider	The Oracle Intelligent Communications Orchestration Network Cloud Service automatically selects the provider.
   Email	Enter the Google service account address.
   Project ID	Enter the project ID from your Google Cloud console for the DialogFlow voice bot you are connecting. For example, US-East.
   Service Account Key	Enter the Service Account Key from your Google Cloud console for the DialogFlow voice bot you are connecting.
   Region ID (CX-only)	Select the physical location for the DialogFlow voice bot you are connecting from the drop-down list.
   Agent ID (CX-only)	Enter the agent ID from your Google Cloud console for the DialogFlow voice bot you are connecting.
   Voice Channels	Set the number of channels reserved for this voice bot. The number cannot exceed the capacity of the voice gateway.
   Speech Configuration	Choices
   Which Speech Engine Do You Want the Voice Bot to Use for Speech Recognition?	Not selectable at this time. Defaults to the Integrated speech engine (Google Cloud Speech to Text)
   Which Text-to-Speech (TTS) Engine Do You Want the Voice Bot to Use for Speech Synthesis.	Not selectable at this time. Defaults to the Integrated speech engine (Google Cloud Text To Speech)

6. Click Submit.
   Oracle® Intelligent Communications Orchestration Network cloud service creates a connection between the voice gateway and your Google DialogFlow voice bot on the Services page diagram, and adds the voice bot to your Voice Gateway list.

Connect to IBM watsonx Assistant Voice Bot

You can add the IBM watsonx Assistant voice bot to your voice gateway in Oracle® Intelligent Communications Orchestration Network cloud service to enhance your voice services with AI capabilities. To complete this task, select the IBM watsonx Assistant voice bot, assign number blocks to the service, and specify the configuration details.

Before You Begin

• Connect the target voice gateway to Oracle® Intelligent Communications Orchestration Network .

• Generate an IBM instance API key. Your API keys are associated with your credentials and are specific to you.

Context

Upon log on, Managed Service Provider users land on the Accounts page. Enterprise users land on the Services page. The steps in the following procedure are identical for both types of users from Step 2 onward.

Procedure

1. Go to Services, and click the name of the target Voice Gateway.
2. On the Voice Gateway Details page, click Add Voice Bot.
3. On the Add a Voice Bot page, click IBM watsonx Assistant Voice Bot and click Continue.
4. On the Assign Number Blocks page, select the numbers you want, and click Continue.
5. On the Configure Voice Bot Settings page, do the following:

   Voice Bot Configuration	Fields
   Bot Name	Enter the name of your Voice Bot. Maximum number of characters: 30.
   Provider	The Oracle Intelligent Communications Orchestration Network cloud service automatically inserts the provider's name.
   Watson Assistant ID	Enter the ID from the IBM Watson Console. Maximum: 255 characters.
   Watson Assistant Instance URL	Enter the URL that corresponds to the API endpoint for your service. Use the following URL for a list of API endpoints per country. https://cloud.ibm.com/apidocs/assistant-v2?code=node#service-endpoint Maximum number of characters: 2048.
   Watson Assistant Instance API Key	Enter the IBM instance API key you generated before performing this procedure. Maximum number of characters: 256.
   Voice Channels	Set the number of channels reserved for this voice bot. The number cannot exceed the capacity of the voice gateway.
   Speech Configuration	Fields
   Which Speech Engine Do You Want the Voice Bot to Use for Speech Recognition?	Not selectable at this time. Defaults to the Integrated speech engine (IBM Cloud Speech-to-Text)
   Which Text-to-Speech (TTS) Engine Do You Want the Voice Bot to Use for Speech Synthesis?	Not selectable at this time. Defaults to the Integrated speech engine (IBM Cloud Text-to-Speech)

6. Click Submit.
   The Oracle® Intelligent Communications Orchestration Network cloud service configures the connection and adds the IBM watsonx Assistant voice bot to the table and diagram on the Voice Gateway page.

Connect to a Microsoft Azure AI Bot Service

When you want to add the Microsoft Azure AI Bot Service to a Voice Gateway already connected to the Oracle® Intelligent Communications Orchestration Network cloud service, use the following procedure.

Before You Begin

• Review the following procedure in advance, so you can collect the necessary information from your Microsoft Azure AI Bot Service profile before you begin.

Context

Upon log on, Managed Service Provider users land on the Accounts page. Enterprise users land on the Services page. The steps in the following procedure are identical for both types of users from Step 2 onward.

Procedure

1. Got to Services, and click the name of theVoice Gateway.
2. On the Voice Gateway Details page, click Add Voice Bot.
3. On the Select Voice Bot page, click Microsoft Azure AI Bot Service and click Continue.
4. On the Assign Number Blocks page, select the numbers you want, and click Continue.
5. On the Configure Voice Bot Settings page, do the following:

   Voice Bot Configuration	Fields
   Bot Name	Enter the name of your Voice Bot.
   Provider	The Oracle Intelligent Communication Orchestration Network Cloud Service automatically inserts the provider's name.
   Azure Bot Services Direct Line Secret Key	Enter the Azure Bot Services direct line secret key from your Azure Bot account.
   Azure Bot Services Bot ID	Enter the Bot ID from your Azure Bot account.
   Voice Channels	Set the number of channels reserved for this voice bot. The number cannot exceed the capacity of the voice gateway.
   Speech Configuration	Choices
   Which Speech Engine Do You Want the Voice Bot to Use for Speech Recognition?	Not editable at this time. Defaults to the Integrated speech engine (Microsoft Azure Cloud Speech-to-Text)
   Which Text-to-Speech (TTS) Engine Do You Want the Voice Bot to Use for Speech Synthesis?	Not editable at this time. Defaults to the Integrated speech engine (Microsoft Azure Cloud Text-To-Speech)

6. Click Submit.

Connect to a Microsoft Copilot Studio Bot

When you want to add the Microsoft Copilot Studio Bot to a Voice Gateway already connected to the Oracle® Intelligent Communications Orchestration Network cloud service, use the following procedure.

Before You Begin

• Review the following procedure in advance, so you can collect the necessary information from your Microsoft Copilot Studio profile before you begin.

Context

Upon log on, Managed Service Provider users land on the Accounts page. Enterprise users land on the Services page. The steps in the following procedure are identical for both types of users from Step 2 onward.

Procedure

1. Go to Services , and click the name of the target Voice Gateway.
2. On the Voice Gateway Details page, click Add Voice Bot.
3. On the Select Voice Bot page, click Microsoft Copilot Studio Bot, and click Continue.
4. On the Assign Number Blocks page, select the numbers you want, and click Continue.
5. On the Configure Voice Bot Settings page, do the following:

   Voice Bot Configuration	Fields
   Bot Name	Enter the name of your Voice Bot.
   Provider	The Oracle Intelligent Communications Orchestration Network cloud service automatically inserts the provider's name.
   Copilot Studio Direct Line Secret Key	Enter the master key from your Copilot Studio account.
   Copilot Studio Bot ID	Enter the Bot ID from your Copilot Studio account.
   Voice Channels	Set the number of channels reserved for this voice bot. The number cannot exceed the capacity of the voice gateway.
   Speech Configuration	Choices
   Which Speech Engine Do You Want the Voice Bot to Use for Speech Recognition?	Not selectable at this time. Defaults to the Integrated speech engine (Microsoft Copilot Speech-to-Text)
   Which Text-to-Speech (TTS) Engine Do You Want the Voice Bot to Use for Speech Synthesis.	Not selectable at this time. Defaults to the Integrated speech engine (Microsoft Copilot Text-to-Speech)

6. Click Submit.

Connect to an Oracle Digital Assistant Voice Bot

The Oracle® Intelligent Communications Orchestration Network cloud service supports connecting to an Oracle Digital Assistant voice bot through the voice gateway.

Before You Begin

• Configure a voice gateway in Oracle® Intelligent Communications Orchestration Network cloud service.
• Create an API signing key. See Adding an API Signing Key.
• Create an OCI private key. See Generating an API Key Pair.

Context

Oracle® Intelligent Communications Orchestration Network cloud service supports connecting to the Oracle Digital Assistant voice bot from multiple services.

Procedure

1. Go to Services, and select the Voice Gateway.
2. On the Voice Gateway Details page, click Add Voice Bot.
3. On the Select Voice Bot page, click Oracle Digital Assistant. and click Continue.
4. On the Assign Number Blocks page, select the numbers you want, and click Continue.
5. On the Configure Voice Bot Settings page, do the following:

   Voice Bot Configuration	Fields
   Bot Name	Enter a unique, descriptive name for your Voice Bot. Maximum number of characters: 30.
   Provider	The Oracle Intelligent Communications Orchestration Network automatically inserts the provider's name.
   Oracle Digital Assistant Webhook URL	Enter the Oracle Digital Assistant Webhook URL from the Oracle Digital Assistant console. Maximum number of characters: 2048. Note: You must also input the outgoing Webhook URL aside from this procedure. See, Outbound Messages. For more information about Webhooks, see Webhooks.
   Oracle Digital Assistant Secret Key	Enter the Oracle Digital Assistant Secret Key for authentication to the Webhook URL from the Oracle Digital Assistant console channels page. Maximum number of characters: 256.
   Voice Channels	Set the number of channels reserved for this voice bot. The number cannot exceed the capacity of the voice gateway.
   Speech To Text	Fields
   Which Speech Engine Do You Want the Voice Bot to Use for Speech Recognition?	Not selectable at this time. Defaults to the Integrated speech engine (Oracle Cloud Speech-to-Text)
   OCI User ID	Enter the unique Oracle Cloud Identifier for your account within the Oracle Cloud Infrastructure tenancy. Identifies the user making the API request to Oracle speech.
   OCI Tenant OCID	Enter the unique Oracle Cloud Identifier for your entire Oracle Cloud Infrastructure tenancy. Identifies the tenancy that owns and manages the Speech resources.
   OCI Compartment OCID	Enter the Oracle Cloud Identifier that uniquely identifies the resource compartment in the Oracle Cloud Infrastructure.
   OCI Key Fingerprint	Enter the unique identifier for the API signing or SSH key you created. Used to tell Oracle Cloud which API key you are using to sign (authenticate) your requests. Enter the unique identifier for the API signing or SSH key you created. Used to tell Oracle Cloud which API key you are using to sign (authenticate) your requests.
   OCI Private Key	Enter the Oracle Cloud private key you created for secure authentication. Used to digitally sign the API requests from Oracle Intelligent Communications Orchestration Network Cloud Service, proving the authenticity of the request coming from an authorized user.
   OCI Region	Enter the region where the Oracle Cloud Infrastructure speech engine is deployed. For example: us-phoenix-1. For a list of valid region codes, see Region and Availability of Domains.
   Language Code	Enter the BPC-47 language code for speech recognition. For example: en-US. The BCP 47 code specifies the language you want the service to use for speech recognition. For a list of valid language codes, see Language and Feature Support.
   Model Type	Select either the Oracle or Whisper speech recognition model. Refers to the broad category of Machine Learning (ML) model to use for voice transcription.
   Model Domain	Select either Generic or Medical. Specifies the context in which the speech model is optimized to perform.
   Text To Speech (TTS)	Fields
   Which Text-to-Speech (TTS) Engine Do You Want the Voice Bot to Use for Speech Synthesis?	Not editable at this time. Defaults to the Integrated speech engine (Oracle Cloud Text-to-Speech)
   OCI User ID	Enter the unique Oracle Cloud Identifier for your account within the Oracle Cloud Infrastructure tenancy. Identifies the user making the API request to Oracle speech.
   OCI Tenant ID	Enter the unique Oracle Cloud Identifier for your entire Oracle Cloud Infrastructure tenancy. Identifies the tenancy that owns and manages the Speech resources.
   OCI Compartment OCID	Enter the identifier for the compartment (logical container) in your tenancy, where Speech-related resources are created and reside.
   OCI Key Fingerprint	Enter the unique identifier for the API signing or SSH key. Used to tell Oracle Cloud which API key you are using to sign (authenticate) your requests.
   OCI Private Key	Enter the Oracle Cloud private key for secure authentication. Used to digitally sign the API requests from Oracle Intelligent Communications Orchestration Network Cloud Service, proving the authenticity of the request coming from an authorized user.
   OCI Region	Enter the region where the Oracle Cloud Infrastructure speech engine is deployed. For example: us-phoenix-1. Specifies the OCI data center location where your Oracle Speech resources and services are provisioned and run.
   Language Code	Enter the BPC-47 language code for speech recognition. For example: en-US. The BCP 47 code specifies the language you want the service to use for speech recognition. See Language and Feature Support
   Model Name	Select either TTS-1 STANDARD or TTS-2 NATURAL. Model Name specifies the voice that you want Oracle Speech to use when synthesizing speech. Note: The model name directly affects which "voicename" you can set in the Voice Gateway Markup Language in the Oracle Digital Assistant.

6. Click Submit.

Edit Voice Bots

When you want to change certain configuration parameters or edit number blocks used with a Voice Bot, you can open the Voice Bot editing drawer from the Settings page.

1. Go to Services.
2. On the Services page, under Voice Gateways, go to the Service Name column and click the name of the service that hosts the Voice Bot you want to edit.
   Oracle® Intelligent Communications Orchestration Network cloud service displays the Voice gateway Details page.
3. On the Voice gateway Details page, go to the Voice Bot name column and click the name of the Voice Bot you want to edit.
   Oracle® Intelligent Communications Orchestration Network cloud service opens the Voice Bot drawer, which displays the Configuration tab and the Numbers tab.
4. On the Configuration tab, you can edit:
   • Bot Name—Update the text.
   • Secret Key—Update the text.
   • Bot ID—Update the text.
   • Voice Channels—Select a different number of channels.
   • Use Voice Bot Provider Speech-to-Text Engine
5. On the Numbers tab, you can:
   • Assign a number block with the Assign Number Block button.
   • Edit the starting number by replacing it with another one.
   • Delete a number block, which assigns it from the bot but does not remove it from inventory.
6. Click Update to submit the changes.