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 Cognigy AI Bot
• Connect to a Google Dialogflow CX or ES Voice Bot to a Voice Gateway
• Connect to IBM Watsonx Assistant Voice Bot
• Connect to a Microsoft Azure AI Bot Service
• Connect to a Microsoft Copilot Studio Bot
• Connect to an Oracle Digital Assistant Voice Bot
• Connect to a kore.ai Bot
• Edit Voice Bots

WARNING:

All operations are unavailable when a voice gateway is offline.

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: The Speech Configuration options depend on the voice bot you select. For Google Dialogflow CX and ES, use the separate Speech to Text (STT) and Text to Speech (TTS) switches to select the integrated Google Cloud speech engine or configure a third-party provider. For other voice bots, select and configure a provider directly in each section. These voice bots do not display integrated speech-engine switches. See the relevant voice bot procedure and Third Party Speech Engines.
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

   Configure the speech-to-text and text-to-speech providers in the following sections. This voice bot uses third-party speech providers and does not display switches for integrated speech engines.

   Speech to Text (STT)

   Table 6-1 Speech to Text (STT)

   Field	Description
   Provider	Select the provider to use for speech recognition from the drop-down list. Complete the configuration fields displayed for the selected provider.

   Text to Speech (TTS)

   Table 6-2 Text to Speech (TTS)

   Field	Description
   Provider	Select the provider to use for speech synthesis from the drop-down list. Complete the configuration fields displayed for the selected provider.

   You can select the STT and TTS providers independently. For provider-specific configuration instructions, see Third Party Speech Engines.

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 Cognigy AI Bot

When you want to connect a Cognigy AI bot to your voice gateway, use the following procedure.

Before You Begin

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

Procedure

1. Go to Services, and click the name of the voice gateway.

2. On the Voice Gateway Details page, click Add Voice Bot.

3. On the Select Voice Bot page, click Cognigy AI, and click Continue.

4. On the Assign Number Blocks page, select the numbers you want to assign, and then click Continue.

5. On the Configure Voice Bot Settings page, complete the following configurations:

   Table 6-3 Voice Bot Configuration

   Fields	Description
   Bot Name	Enter the name of your Voice Bot.
   Provider	The Oracle® Intelligent Communications Orchestration Network cloud service automatically inserts the provider's name.
   Cognigy AI REST Endpoint URL	Enter the Cognigy AI REST endpoint URL. Maximum number of characters: 2048
   Voice Channels	Set the number of channels reserved for this voice bot. The number cannot exceed the capacity of the voice gateway.

   Speech Configuration

   Configure the speech-to-text and text-to-speech providers in the following sections. This voice bot uses third-party speech providers and does not display switches for integrated speech engines.

   Speech to Text (STT)

   Table 6-4 Speech to Text (STT)

   Field	Description
   Provider	Select the provider to use for speech recognition from the drop-down list. Complete the configuration fields displayed for the selected provider.

   Text to Speech (TTS)

   Table 6-5 Text to Speech (TTS)

   Field	Description
   Provider	Select the provider to use for speech synthesis from the drop-down list. Complete the configuration fields displayed for the selected provider.

   You can select the STT and TTS providers independently. For provider-specific configuration instructions, see Third Party Speech Engines.

6. Click Submit.

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

   Configure speech recognition and speech synthesis independently. For each section, you can use the integrated Google Cloud speech engine or select a third-party provider.

   Speech to Text (STT)

   Table 6-6 Speech to Text (STT)

   Field	Description
   Use Google Cloud Speech-to-Text	Turn on to use the voice bot's integrated Google Cloud speech-to-text engine. Turn off to select and configure a third-party provider.
   Provider	When Use Google Cloud Speech-to-Text is turned off, select the provider to use for speech recognition from the drop-down list. Complete the configuration fields displayed for the selected provider.

   Text to Speech (TTS)

   Table 6-7 Text to Speech (TTS)

   Field	Description
   Use Google Cloud Text-to-Speech	Turn on to use the voice bot's integrated Google Cloud text-to-speech engine. Turn off to select and configure a third-party provider.
   Provider	When Use Google Cloud Text-to-Speech is turned off, select the provider to use for speech synthesis from the drop-down list. Complete the configuration fields displayed for the selected provider.

   For provider-specific configuration instructions, see Third Party Speech Engines.

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

   Configure the speech-to-text and text-to-speech providers in the following sections. This voice bot uses third-party speech providers and does not display switches for integrated speech engines.

   Speech to Text (STT)

   Table 6-8 Speech to Text (STT)

   Field	Description
   Provider	Select the provider to use for speech recognition from the drop-down list. Complete the configuration fields displayed for the selected provider.

   Text to Speech (TTS)

   Table 6-9 Text to Speech (TTS)

   Field	Description
   Provider	Select the provider to use for speech synthesis from the drop-down list. Complete the configuration fields displayed for the selected provider.

   You can select the STT and TTS providers independently. For provider-specific configuration instructions, see Third Party Speech Engines.

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. Go 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

   Configure the speech-to-text and text-to-speech providers in the following sections. This voice bot uses third-party speech providers and does not display switches for integrated speech engines.

   Speech to Text (STT)

   Table 6-10 Speech to Text (STT)

   Field	Description
   Provider	Select the provider to use for speech recognition from the drop-down list. Complete the configuration fields displayed for the selected provider.

   Text to Speech (TTS)

   Table 6-11 Text to Speech (TTS)

   Field	Description
   Provider	Select the provider to use for speech synthesis from the drop-down list. Complete the configuration fields displayed for the selected provider.

   You can select the STT and TTS providers independently. For provider-specific configuration instructions, see Third Party Speech Engines.

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

   Configure the speech-to-text and text-to-speech providers in the following sections. This voice bot uses third-party speech providers and does not display switches for integrated speech engines.

   Speech to Text (STT)

   Table 6-12 Speech to Text (STT)

   Field	Description
   Provider	Select the provider to use for speech recognition from the drop-down list. Complete the configuration fields displayed for the selected provider.

   Text to Speech (TTS)

   Table 6-13 Text to Speech (TTS)

   Field	Description
   Provider	Select the provider to use for speech synthesis from the drop-down list. Complete the configuration fields displayed for the selected provider.

   You can select the STT and TTS providers independently. For provider-specific configuration instructions, see Third Party Speech Engines.

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 Configuration

   Configure the speech-to-text and text-to-speech providers in the following sections. This voice bot uses third-party speech providers and does not display switches for integrated speech engines.

   Speech to Text (STT)

   Table 6-14 Speech to Text (STT)

   Field	Description
   Provider	Select the provider to use for speech recognition from the drop-down list. Complete the configuration fields displayed for the selected provider.

   Text to Speech (TTS)

   Table 6-15 Text to Speech (TTS)

   Field	Description
   Provider	Select the provider to use for speech synthesis from the drop-down list. Complete the configuration fields displayed for the selected provider.

   You can select the STT and TTS providers independently. For provider-specific configuration instructions, see Third Party Speech Engines.

6. Click Submit.

Connect to a kore.ai Bot

When you want to connect a kore.ai bot to your voice gateway, use the following procedure.

Before You Begin

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

Procedure

1. Go to Services, and click the name of the voice gateway.
2. On the Voice Gateway Details page, click Add Voice Bot.
3. On the Select Voice Bot page, click Kore AI Bot, and click Continue.
4. On the Assign Number Blocks page, select the numbers you want to assign, and then click Continue.
5. On the Configure Voice Bot Settings page, complete the following configurations:

   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.
   Bot WebHook URL	Enter the kore.ai Webhook URL from the kore.ai console. Maximum number of characters: 2048
   Bearer Token	Enter the bearer token to authorize API requests. This token acts as temporary credentials, allowing your application to communicate with the kore.ai platform.
   Voice Channels	Set the number of channels reserved for this voice bot. The number cannot exceed the capacity of the voice gateway.

   Speech Configuration

   Configure the speech-to-text and text-to-speech providers in the following sections. This voice bot uses third-party speech providers and does not display switches for integrated speech engines.

   Speech to Text (STT)

   Table 6-16 Speech to Text (STT)

   Field	Description
   Provider	Select the provider to use for speech recognition from the drop-down list. Complete the configuration fields displayed for the selected provider.

   Text to Speech (TTS)

   Table 6-17 Text to Speech (TTS)

   Field	Description
   Provider	Select the provider to use for speech synthesis from the drop-down list. Complete the configuration fields displayed for the selected provider.

   You can select the STT and TTS providers independently. For provider-specific configuration instructions, see Third Party Speech Engines.

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, Speech, and Numbers tabs.
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.
5. On the Speech tab, configure the Speech-to-Text (STT) and Text-to-Speech (TTS) sections:
   • For Google Dialogflow CX and ES, turn on Use Google Cloud Speech-to-Text or Use Google Cloud Text-to-Speech to use the corresponding integrated speech engine. Turn off the switch to select a Provider and complete the configuration fields displayed for that provider. Configure STT and TTS independently.
   • For other voice bots, select a Provider and complete the configuration fields in each section. Integrated speech-engine switches are not displayed.

   For provider-specific instructions, see Third Party Speech Engines.

6. 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.
7. Click Update to submit the changes.