Welcome to the comprehensive documentation for the Webex Contact Center BYOVA (Bring Your Own Virtual Agent) Gateway. This gateway enables seamless integration between Webex Contact Center and various virtual agent providers, including AWS Lex.

• BYOVA with AWS Lex Setup Guide - Step-by-step guide for setting up voice AI with Webex Contact Center and AWS Lex

This comprehensive guide covers:

• Setting up a Webex Contact Center sandbox
• Configuring BYOVA and BYODS (Bring Your Own Data Source)
• Creating and configuring AWS Lex bots
• Deploying and configuring the BYOVA Gateway
• Testing your voice AI integration end-to-end

For a quick test of the gateway with local audio:

1. Clone and Setup

   git clone https://github.com/webex/webex-byova-gateway-python.git cd webex-byova-gateway-python python -m venv venv source venv/bin/activate pip install -r requirements.txt

2. Generate gRPC Stubs

   python -m grpc_tools.protoc -I./proto --python_out=src/generated --grpc_python_out=src/generated proto/*.proto

3. Start the Gateway

   python main.py

4. Access Monitoring Interface

   • Open http://localhost:8080 in your browser

The BYOVA Gateway follows a modular architecture:

• gRPC Server: Handles communication with Webex Contact Center
• Virtual Agent Router: Routes requests to appropriate connector implementations
• Connectors: Support for various virtual agent platforms
  • Local Audio Connector (for testing)
  • AWS Lex Connector (for production)
• Web Monitoring Interface: Real-time dashboard for monitoring and debugging

The gateway is configured via config/config.yaml. Key configuration areas:

• Gateway Settings: Host, port, and basic configuration
• Connectors: Virtual agent connector configurations
• Monitoring: Web interface settings
• Logging: Log levels and file management
• Sessions: Session management and cleanup

• ListVirtualAgents: Returns available virtual agents
• ProcessCallerInput: Handles bidirectional streaming for voice interactions

• GET /: Main dashboard
• GET /api/status: Gateway status
• GET /api/connections: Connection data
• GET /health: Health check
• GET /api/debug/sessions: Debug information

• Purpose: Testing and development with pre-recorded audio files
• Configuration: Audio file mapping and agent definitions
• Use Case: Initial testing and validation

• Purpose: Production integration with Amazon Lex v2
• Features: Real-time voice AI, intent recognition, slot filling
• Configuration: AWS credentials, bot settings, audio processing

1. Create a new connector class in src/connectors/
2. Inherit from IVendorConnector
3. Implement required abstract methods
4. Add configuration to config/config.yaml
5. Restart the server

• Use the local audio connector for initial testing
• Monitor real-time data via the web interface
• Check logs for conversation flow and error conditions

For questions about BYOVA integration:

• Check the troubleshooting section in the setup guide
• Review the gateway logs and monitoring interface
• Consult the AWS Lex and Webex Contact Center documentation
• Reach out to the developer community for assistance

Cisco Sample Code License v1.1 © 2018 Cisco and/or its affiliates

Note: This Sample Code is not supported by Cisco TAC and is not tested for quality or performance. This is intended for example purposes only and is provided by Cisco "AS IS" with all faults and without warranty or support of any kind.