Transfer from DialogFlow CX to a CCAI Queue without sip trunk

[JonnyPu]

I am working on implementing a call transfer from a Dialogflow CX agent directly to a CCAI (Contact Center AI) queue without using a Sip Trunk. Could you provide guidance on whether this is feasible? If so, could you outline the steps or requirements needed to set up such a transfer successfully?

[Aaryan]

Hi @JonnyPu, 

Currently, directly transferring a call from Dialogflow to a CCAI queue without with a SIP trunk doesn't work because SIP trunks handle  telephony routing. Instead, I would recommend that you use a cloud contact center platform like Genesys or Twilio Flex, which integrates with Dialogflow CX.

[JonnyPu]

@Aaryan  Thank you for your response! One more thing, for chats, its possible to transfer without this SIP, i am trying to do this reading the docs, but i cant find a way, i was able to transfer from CCAI to DF but not the other way around.

[chilledblitz]

If you want to Transfer call to same queue: 
- Create Custom Payload with mentioned value in Fulfilment section of Intent configuration: 

{
  "ujet": {
    "type": "action",
    "action": "escalation",
    "escalation_reason": "by_virtual_agent"
  }
}

If you want to Transfer the call to different queue, use this value in custom payload (replace menu_id) :

{
  "ujet": {
    "type": "action",
    "action": "escalation",
    "escalation_reason": "by_virtual_agent",
    "menu_id": 100,
    "language": "ko"
  }
}

If you have any doubt read this: 

https://cloud.google.com/contact-center/ccai-platform/docs/va-custom-payload#escalation_to_the_same_...