This page describes how to set up an instance of CCAI Platform.
To set up CCAI Platform through the gcloud CLI, Workforce Identify Federation users should contact Customer Care.
Set up your Google Cloud project for CCAI Platform
To set up your Google Cloud project for CCAI Platform, follow these steps:
In the Google Cloud console, go to the project selector dashboard and select the project where you will create your CCAI Platform instance.
You can either choose an existing project or create a new one. For more information about creating a project, see Creating and managing projects.
Make sure that billing is enabled for your Google Cloud project.
Ask your Google account team to grant quota to your project for CCAI Platform. You can't create an instance without quota. If you don't have a Google account team, you can connect with an approved CCAI Platform Google partner. To find a partner visit the Google Cloud partner page.
To set access control with Identity and Access Management (IAM), do the following:
In the main Google Cloud console navigation menu, go to IAM & Admin > IAM.
Click Edit principal next to the identity that you want to assign roles to.
In the Role field, find and then select the Contact Center AI Platform Admin role.
Click Add another role.
In the Select a role field, filter and then select the Service Usage Admin role.
Click Save.
Create a CCAI Platform instance
To create a CCAI Platform instance, follow these steps:
In the Google Cloud console, go to the project selector dashboard and select the project that contains your instance.
In the navigation menu, click CCAI Platform.
The CCAI Platform instances page displays.
Click Create. The Set basic information pane displays.
To set your basic information, enter the following:
Instance name: The name of your instance.
Location type: Specify one of the following. Location type can't be changed after you create your instance.
Region: Your instance operates in a single Google Cloud region.
Multi-region: Your instance operates across multiple regions. If you have no multi-region quota, no options are available in the Multi-region box. You must select Region instead.
Instance size: The size of your instance. This can't be changed after you create your instance. If you need a size increase on an existing instance, contact ((gcp_name)) support.
Domain prefix: A prefix that is added to the URL for your instance. This helps you identify your instance by looking at the URL. This can't be changed after you create your instance.
Admin information: The initial administrator information. This information cannot be changed after the instance is created. The CCAI Platform instance is created with this initial user being added.
Suggestion: If this CCAI Platform instance is going to be kept for a long time, consider specifying the initial user as an email alias rather than a specific individual.
Admin first name: The given name of the initial administrator for this instance.
Admin last name: The family name of the initial administrator for this instance.
Email address: The email address of the initial administrator for this instance. When the instance is created, an email is sent to this address with instructions for creating a password for their account.
Click Continue. The Configure deployments pane displays.
In the Deployment schedule field, select one of the following:
Rapid: Get updates as early as possible.
Regular: Get updates at least two days after updates are available with rapid deployment.
Critical: Get updates outside of your peak business hours. Google updates instances set for the critical deployment schedule within one week after all regular deployment schedule instances are updated. We recommend the critical deployment schedule for instances that are in production environments.
If you select Critical, you must define your peak hours by creating at least one schedule. To create a schedule, do the following:
Click the Days field, select the days to include in this schedule, and then click OK.
In the Start time field, enter the start time, including AM or PM. Times are in UTC.
In the End time field, enter the end time, including AM or PM. Times are in UTC.
A summary of your schedule appears in local time.
Optional: Click Arrow up or Arrow down to move schedules up or down.
Optional: Click Delete to delete a schedule.
If you need additional schedules, click Add schedule and repeat these steps.
For more information, see Deployment schedules.
Click Continue. The Configure authentication pane displays.
To configure authentication, select one of the following:
Email/password. Agents use email addresses and passwords specific to this instance.
SAML. Agents use single sign-on (SSO) to sign into this instance. Configure this section according to the instructions in Single sign-on (SSO).
Click Create.