Google Cloud Contact Center AI Agent Availability Integration

The Google Cloud Contact Center AI (CCAI) integration enables CallGrid to receive real-time agent availability updates from your Google Cloud CCAI environment. This integration uses Google Cloud CCAI's API to monitor agent statuses and route calls intelligently based on current agent availability and contact center capacity.

Prerequisites

Before setting up this integration, ensure you have:

• An active Google Cloud Contact Center AI account with administrative privileges
• Access to your Google Cloud CCAI admin console
• Your Google Cloud CCAI domain and subdomain information
• Proper API access permissions configured in your CCAI environment

Configuration Steps

Step 1: Identify Your Domain and Subdomain

1. Log into your Google Cloud Contact Center AI admin console
2. Note your CCAI domain (e.g., ccaiportal.com)
3. Identify your subdomain (the unique identifier for your CCAI instance)
4. These will be used to construct the API endpoint URL

Step 2: Configure API Access

1. In your Google Cloud CCAI admin console, navigate to API Settings
2. Ensure agent status API access is enabled
3. Verify that your account has permissions to access agent status information
4. Note any authentication requirements for your CCAI instance

Step 3: Configure CallGrid Integration

Phase 1: Basic Template Setup

1. Navigate to your CallGrid destination settings
2. Click the Webhook tab
3. Enable Webhook Integration
4. Enable Template Mode
5. Select Google Cloud CCAI from the Agent Availability templates
6. Fill in the required fields:

Required Configuration Fields

Domain (Required)

• Enter your Google Cloud CCAI domain
• This is the main domain for your CCAI instance
• Example: ccaiportal.com

Subdomain (Required)

• Enter your Google Cloud CCAI subdomain
• This is the unique identifier for your specific CCAI instance
• Example: yourcompany (if your full URL is yourcompany.ccaiportal.com)

7. Click Save Webhook to proceed to advanced configuration

Phase 2: Advanced Configuration (Optional)

After saving your basic template configuration, you'll be taken to the advanced configuration screen. The system automatically builds the webhook URL and authentication headers for you.

Request Configuration

URL Structure The webhook URL is automatically generated based on your configuration:

https://Subdomain.Domain/apps/api/v1/agent_statuses

HTTP Method

• Method: GET (automatically configured)
• Timeout: 10 seconds (default, adjustable)

Authentication Headers

The system automatically configures the Content-Type header:

• Key: Content-Type
• Value: application/json

Acceptance Parsing

The most important setting is the acceptance criteria, which determines when calls should be sent to this destination.

Parsing Type The system supports both JSON parsing and advanced Regex pattern matching:

Option 1: JSON Parsing

• Parse Type: JSON (standard configuration)
• Parse Field: Configure which field from the API response to evaluate

Option 2: Regex Pattern Matching

• Parse Type: Regex (advanced configuration)
• Regex Type: Count
• Pattern: "status":"Available"

The Regex option allows you to count occurrences of available agents by matching the pattern "status":"Available" in the JSON response.

Default Acceptance Criteria Using Regex pattern matching to count available agents:

• Regex Type: Count
• Pattern: "status":"Available"
• Condition: Equals or Greater Than
• Value: Set based on your minimum agent requirements

Agent Availability Parsing

Response Field Options Configure which fields from the Google Cloud CCAI API response to use for agent availability:

• Property Path: Enter the JSON path to the availability data
• Common Fields:
• • Agent status objects containing availability information
  • Total agent counts
  • Queue-specific agent statuses
  • Real-time presence indicators

Testing Your Configuration

To test your integration:

1. Fill in your Domain and Subdomain in the configuration boxes
2. Click Run Webhook button to test the connection
3. Verify the test passes and shows your current agent status data
4. Confirm the acceptance parsing works correctly with your criteria

The webhook test will connect to your Google Cloud CCAI system in real-time and show you whether calls would be accepted based on your current agent availability.

How It Works

Agent Status Monitoring

The integration monitors real-time agent status through Google Cloud CCAI's Agent Status API:

1. Real-time Polling: CallGrid checks agent availability before routing each call
2. Status Pattern Matching: The system uses regex patterns to identify available agents
3. Smart Routing: Calls are only sent when agent availability meets your thresholds
4. Load Management: Helps prevent overwhelming your contact center during peak times

API Response Structure

Google Cloud CCAI's Agent Status API returns availability data in the following format:

{

  "agents": [

    {

      "agent_id": "agent_001",

      "name": "Agent Name",

      "status": "Available",

      "queue": "support",

      "last_updated": "2025-09-23T15:30:00Z"

    },

    {

      "agent_id": "agent_002",

      "name": "Agent Name 2",

      "status": "Busy",

      "queue": "sales",

      "last_updated": "2025-09-23T15:30:00Z"

    }

  ],

  "total_agents": 15,

  "timestamp": "2025-09-23T15:30:00Z"

}

Advanced Configuration Examples

Example 1: Basic Available Agent Count

Acceptance Criteria (Regex):

• Regex Type: Count
• Pattern: "status":"Available"
• Condition: Greater Than
• Value: 0

This configuration accepts calls only when at least one agent has "Available" status.

Example 2: Multiple Agent Threshold

Acceptance Criteria (Regex):

• Regex Type: Count
• Pattern: "status":"Available"
• Condition: Greater Than
• Value: 2

This setup ensures calls are accepted only when at least 3 agents are available.

Example 3: Queue-Specific Availability

Acceptance Criteria (Regex):

• Regex Type: Count
• Pattern: "queue":"support".*"status":"Available"
• Condition: Greater Than
• Value: 0

This configuration checks for available agents in a specific queue.

Example 4: JSON Field-Based Parsing

Acceptance Criteria (JSON):

• Parse Type: JSON
• Field: total_agents
• Condition: Greater Than
• Value: 5

This configuration uses direct JSON field parsing for total agent count.

Advanced Use Cases

Multi-Queue Monitoring

Configure multiple CallGrid destinations, each monitoring different Google Cloud CCAI queues for specialized routing based on agent skills or departments.

Pattern-Based Routing

Leverage the regex pattern matching to create complex availability criteria based on multiple agent attributes.

Real-Time Capacity Management

Use agent status data to create dynamic routing rules that adapt to real-time contact center capacity.

Troubleshooting

Common Issues

Domain/Subdomain Configuration Errors

• Verify your domain and subdomain are correct
• Ensure the constructed URL matches your actual CCAI instance URL
• Check that your CCAI instance is accessible from external systems

API Access Issues

• Confirm API access is enabled in your Google Cloud CCAI settings
• Verify that your account has permissions to access agent status data
• Check that the agent status API endpoint is active

No Agent Data Returned

• Ensure agents are logged into your Google Cloud CCAI system
• Verify the agent status service is running and configured
• Check that agents have proper status settings configured

Regex Pattern Matching Issues

• Test your regex patterns with sample response data
• Verify the pattern correctly matches the expected JSON structure
• Check for case sensitivity in status values

Testing the Integration

Manual API Test:

curl -H "Content-Type: application/json" \

"https://yoursubdomain.ccaiportal.com/apps/api/v1/agent_statuses"

Template Configuration Test:

1. After entering Domain and Subdomain, click Save Webhook
2. Review the auto-generated URL structure

Advanced Configuration Test:

1. In the advanced configuration screen, click Run Webhook
2. Verify the API response contains expected agent status data
3. Test different regex patterns and acceptance criteria

Live Integration Test:

1. Monitor CallGrid logs for successful API calls
2. Verify agent status data is being parsed correctly
3. Test call routing based on availability conditions

Rate Limits and Considerations

• API Rate Limit: Monitor usage to stay within Google Cloud CCAI's rate limits
• Response Time: Typically under 1 second for agent status checks
• Data Freshness: Real-time agent status updates
• Pattern Complexity: Keep regex patterns efficient for optimal performance

Support and Additional Resources

Google Cloud CCAI Documentation

• Google Cloud Contact Center AI Documentation
• CCAI API Reference
• Agent Management Guide

CallGrid Support

If you need assistance with this integration:

1. Check the CallGrid logs for error messages
2. Verify all configuration parameters
3. Test API connectivity using provided curl commands
4. Contact CallGrid support with integration details