Configure Virtual Agent-Voice in Webex Contact Center

Publisher

Cisco Systems, Inc. (Webex Help Center)

URL

https://help.webex.com/en-us/article/n6gaghu/Configure-Virtual-Agent-Voice-in-Webex-Contact-Center

Published

2026-07-17

Updated

unknown

Accessed

2026-09-04

HTTP status

200

License

Cisco proprietary documentation, all rights reserved; no-redistribution; short excerpts and locators only

Claims citing this source

• In the Dialogflow CX Virtual Agent V2 configuration section, the article states English (en-US) is currently the only supported language and only the u-law codec is supported. fact in context
• Integrating with Dialogflow ES specifically requires the customer to have the Dialogflow Essentials edition. fact in context
• Administrators can override the default VAV input language and output voice per-flow using Set Variable activities before the Virtual Agent V2 activity, setting Global_Language (e.g. fr-CA) and Global_VoiceName (e.g. en-US-Standard-D). fact in context
• Integrating any VAV provider requires 2 prerequisites: configuring a service-provider-specific Integration Connector (e.g. Google CCAI connector) in Control Hub, and creating a Contact Center AI (CCAI) configuration, which generates a CCAI config ID used in Flow Control. fact in context
• Webex Contact Center's Virtual Agent-Voice currently supports 3 integration paths: Google Dialogflow CX, Google Dialogflow ES, and Bring Your Own Virtual Agent (BYOVA). fact in context
• Virtual Agent V2 has several fixed, non-configurable system defaults: infinite retries on invalid/no-input errors, barge-in enabled, DTMF termination symbol '#', DTMF no-input timeout of 5 seconds, and DTMF inter-digit timeout of 3 seconds. fact in context
• The Virtual Agent V2 flow activity has 2 outcome paths -- 'Handled' (virtual agent execution completed) and 'Escalated' (call must be escalated to a human agent) -- plus an 'Errored' error-handling path. fact in context
• The Virtual Agent V2 activity must not be placed immediately after a Queue Contact activity, and must not be placed in the Event Flow canvas -- both configurations are explicitly unsupported. fact in context
• Placing the Virtual Agent V2 activity immediately after a Queue Contact activity, or in the Event Flow canvas, produces no runtime warning even though both configurations are unsupported. fact in context

Cite this source record

APA

WarmTransfer. (2026, July 17). Configure Virtual Agent-Voice in Webex Contact Center. WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-help-n6gaghu-wxcc-virtual-agent-voice

BibTeX

@misc{warmtransfer-cisco-help-n6gaghu-wxcc-virtual-agent-voice,
  title  = {Configure Virtual Agent-Voice in Webex Contact Center},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-help-n6gaghu-wxcc-virtual-agent-voice},
  note   = {Cisco Systems, Inc. (Webex Help Center), accessed 2026-09-04}
}