Integration: Error when integrated with Genesys Cloud

[Jason Cheung]

I was trying to make a telephony integration to Genesys Cloud, but the phone call after integration setup goes from: 

1. the chatbot jumps into the default welcome intent without end-user saying anything,

2. greets the user with the fulfillment message on the next page, 

3. promptly ends the phone call immediately after the fulfillment message is over. 

This happens to both my chatbot and the default small talk chatbot. Anybody have an idea or similar experience?

[Carlos Clement Bellido]

Hi! Did you follow any documentation to do the integration? E.g.: Dialogflow CX Phone Gateway, Google Cloud Dialogflow CX integration overview…

[Jason Cheung]

Thank you for the reply. I did try to follow those documentations, namely the latter one closely to set up the integration.

Also a side update to the issue: My colleague has talked to the Genesys Cloud support and they claim to be a problem on Google's side without any specification on what could be happening, so there is that.

[Paula Gallucci Zurita]

Based on the situation that you described, it looks like a misconfiguration on the agent flow more than an integration issue. The “Small talk chatbot” that you referred to, is the “Test Agent” tab from the top-right corner? If not, the same situation happens with the Test Agent?

Since it is a voice interaction, check also the “sys.no-match-default” event, because it may detect some word from the background or some similar situations.

The first point that you mention, related to the trigger of the “Default Welcome Intent” when there is no input message, is this an expected situation?

About the “promptly ends the phone call immediately after the fulfillment message is over.”, are the agent logs showing any information regarding the end of the call? Also, when you try your bot without telephony integration, it is also ending? Or it only happens when you are on call with your bot?

[Jason Cheung]

For the small talk chatbot, it does have the test agent from the top-right corner.

Both my chatbot and this "small talk chatbot" works fine using the simulator in the Test Agent section.

while both of the chatbots have sys.no-match-default event handler, both of them are not directed to any page, and is not triggered during the phone call to begin with (as in there is not fulfillment message of that event coming through).

It is not an expected situation for the Default Welcome Intent to trigger themselves in both of the chatbots.

Agent logs shows nothing other than there is a request with no user input and a response that shows the chatbot went through with the "Default Welcome Intent", with a confidence of 1. Only two logs are available throughout the phone call. 

The bots are working perfectly without telephony integration, and is interacting with webhook perfectly fine.

[Jason Cheung]

To add to that, we did a stackdriver logging stream session and call the integration to recreate the issue, all we got is the two logs mentioned above, which are not that helpful but still matches to how the phone call goes.

[Jason Cheung]

turns out it requires Genesys Cloud's whitelisting for it to be working properly, the problem is solved by that and it is working fine! Thank you for everybody's help regardless.

[Paula Gallucci Zurita]

Hi!

Good to hear that your issue has been solved ;) 

[Wilfred Dee]

Hi Jason - how did you do that ?   requires Genesys Cloud's whitelisting for it to be working properly --- what parameters and what are you whitelisting on Genesys Cloud side ?

Thanks ahead of time.  I have the same issue happening on my voice bot.

Wilfred Dee

[Monica (Google Cloud Platform)]

Hi Wilfred,
Until Jason replies, you might check the Genesys documentation like this page or contact Genesys support. Hope this helps. 

[Johnny Ritzer]

Is this possible to do  

Google Assistant (nestHub 2nd gen) ==> Dialogflow voicebot ==> telephonyTransfer...

I tried but I'm not sure if I need DF-CX or can this be done in ES. 

Thanks 

[Monica (Google Cloud Platform)]

Hello,

Please refer this previous post https://groups.google.com/g/dialogflow-cx-edition-users/c/ytbvZ7tdsSg

[Johnny Ritzer]

As far as functionality could this even work between NestHubs to dialogfflow to TelephonyTransfer

Thanks

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[Kevin Tielve]

Hi,

By TelephonyTransfer, I assume you mean a telephony integration (eg: Diaglflow's Phone Gateway).

AFAIK, calling with Google Assistant through Dialogflow is not feasible.

I suggest you to raise a Feature Request on the Google Assistant's community or on issuetracker (Diaglflow ES / Diaglflow CX)