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Follow this quickstart to create a voice-channel contact center using
Contact Center AI Platform (CCAI Platform). After completing the quickstart, you'll have a working
contact center that can route live calls to billing and
support agents. The agents can answer the calls in the CCAI Platform
UI.
Before you begin
Ask your account manager for a demo CCAI Platform instance and
provide your project name and ID.
Your account manager will assist you in provisioning a CCAI Platform
contact center environment.
After provisioning your environment, verify that you can sign in using the
credentials provided.
Create users and teams
The following procedure shows you how to create user accounts and teams, and add
users to those teams.
You can create user accounts for real employees in your organization.
Alternatively, you can create test users accounts, as long as you provide valid
email addresses for these accounts.
Sign in to the URL for your CCAI Platform contact center as an
administrator. For more information, see Before you begin.
Click Settings > Users & teams.
If you don't see the Settings menu, click menuMenu and click Settings > Users
& Teams.
Click + Add Users.
Complete the following fields:
Email: a valid email address that can receive email
First name: the user's first name or given name
Last name: the user's last name or family name
Role: select Agent
Click Add.
An invitation to access the environment and set the initial password is
emailed to the user by CCAI Platform. If the users don't receive
their invitations, ask them to check their email spam folders.
Repeat the preceding step three times to create four users.
Create two teams, one called Billing Team and one called Support Team.
To create a team, follow these steps:
Click + Add a Team.
Enter the team name, and then click Add.
In the Add Team display, enter Support Team.
You now have two teams, a billing team and a support team.
Add users to teams
To add users to teams, follow these steps:
In the CCAI Platform portal, go to the Teams list, and then click Billing
Team.
In the right panel, click + Add Agents.
Select two agents and click Add.
In the Teams list, click Support Team.
In the right panel, click + Add Agents.
Select two agents, and then click Add.
You now have two agents in each of your teams.
Set up the menu structure for your IVR
To create an Interactive Voice Response (IVR) system, follow these steps:
In the CCAI Platform portal, go to Settings > Queue.
Under IVR (Interactive Voice Response), click Edit/View.
Next to the Menu Structure heading, click the pencil icon.
Click New Item, enter Support, and then press the Enter key.
Click New Item, enter Billing, and then click Done.
You now have a menu structure with two items.
Add agents to menu items for your IVR
To add the two teams to the Support and Billing menu items so that the
agents can receive calls, follow these steps:
Select the Support item.
For Channel Settings, select Human Agents.
Click Assign Human Agents.
In the Cascade Group 1 box, enter Support Team.
Click Save.
Repeat steps 1-5 for Billing, adding the Billing Team as human agents to
the Billing menu item.
Refresh the page and confirm that the IVR menu items have numbers in the
blue boxes. These are the numbered options presented to callers.
You now have teams of agents assigned to receive calls for menu items 1 and 2.
Test your IVR
To test out your contact center, follow these steps:
Go to Settings > Call and record the Global Outbound Phone Number.
Sign in to the CCAI Platform portal as one of the support agents that you created
in Create users and teams. Follow the
instructions sent in the invitation email.
In the call adapter, set the status to Available. If prompted, allow
microphone access and browser notifications.
On a separate phone line, dial the global outbound number recorded in step 1.
When prompted, press 1 for Support.
As the agent on the Support team, answer the call using the call adapter.
Optional: Repeat steps 2-6 for Billing.
Clean up
To avoid incurring charges to your Google Cloud account for the resources used
on this page, you can delete the project.
Everything in the project is deleted. If you used an existing project for
this tutorial, when you delete it, you also delete any other work you've done
in the project.
Custom project IDs are lost. When you created this project, you might
have created a custom project ID that you want to use in the future. To
preserve the URLs that use the project ID, such as an appspot.com URL,
delete selected resources inside the project instead of deleting the whole
project.
To delete a project, follow these steps.
In the Google Cloud console, go to the Manage resources page.
[[["Easy to understand","easyToUnderstand","thumb-up"],["Solved my problem","solvedMyProblem","thumb-up"],["Other","otherUp","thumb-up"]],[["Hard to understand","hardToUnderstand","thumb-down"],["Incorrect information or sample code","incorrectInformationOrSampleCode","thumb-down"],["Missing the information/samples I need","missingTheInformationSamplesINeed","thumb-down"],["Other","otherDown","thumb-down"]],["Last updated 2025-08-28 UTC."],[[["\u003cp\u003eThis quickstart guide will help you set up a voice-channel contact center using CCAI Platform, routing calls to billing and support agents who can answer calls within the CCAI Platform UI.\u003c/p\u003e\n"],["\u003cp\u003eYou will create user accounts and teams for both billing and support, assign team members to specific teams, and receive an email invitation with access credentials.\u003c/p\u003e\n"],["\u003cp\u003eAn Interactive Voice Response (IVR) system will be built with Support and Billing menu options, each associated with the respective teams to enable call routing.\u003c/p\u003e\n"],["\u003cp\u003eThe guide provides steps to test the newly set-up IVR by dialing the global outbound phone number and selecting the Support or Billing options as a caller, and answering the call as the agent.\u003c/p\u003e\n"],["\u003cp\u003eThe provided content indicates steps to clean up or delete the project resources to avoid incurring additional charges.\u003c/p\u003e\n"]]],[],null,["# Configure a sample contact center\n\nFollow this quickstart to create a voice-channel contact center using\nContact Center AI Platform (CCAI Platform). After completing the quickstart, you'll have a working\ncontact center that can route live calls to billing and\nsupport agents. The agents can answer the calls in the CCAI Platform\nUI.\n\nBefore you begin\n----------------\n\n1. Ask your account manager for a demo CCAI Platform instance and\n provide your project name and ID.\n\n Your account manager will assist you in provisioning a CCAI Platform\n contact center environment.\n2. After provisioning your environment, verify that you can sign in using the\n credentials provided.\n\nCreate users and teams\n----------------------\n\nThe following procedure shows you how to create user accounts and teams, and\nadd users to those teams.\n\nYou can create user accounts for real employees in your organization.\nAlternatively, you can create test users accounts, as long as you provide valid\nemail addresses for these accounts.\n\n1. Sign in to the URL for your CCAI Platform contact center as an\n administrator. For more information, see [Before you begin](#before-you-begin).\n\n2. Click **Settings \\\u003e Users \\& teams**.\n\n If you don't see the Settings menu, click menu **Menu** and click **Settings \\\u003e Users\n \\& Teams**.\n3. Click **+ Add Users**.\n\n4. Complete the following fields:\n\n - **Email**: a valid email address that can receive email\n\n - **First name**: the user's first name or given name\n\n - **Last name**: the user's last name or family name\n\n - **Role:** select **Agent**\n\n5. Click **Add**.\n\n An invitation to access the environment and set the initial password is\n emailed to the user by CCAI Platform. If the users\n don't receive their invitations, ask them to check their email spam folders.\n6. Repeat the preceding step three times to create four users.\n\n7. Create two teams, one called `Billing Team` and one called `Support Team`.\n To create a team, follow these steps:\n\n 1. Click **+ Add a Team**.\n 2. Enter the team name, and then click **Add**.\n8. In the **Add Team** display, enter `Support Team`.\n\nYou now have two teams, a billing team and a support team.\n\nAdd users to teams\n------------------\n\nTo add users to teams, follow these steps:\n\n1. In the CCAI Platform portal, go to the **Teams** list, and then click **Billing Team**.\n\n2. In the right panel, click **+ Add Agents**.\n\n3. Select two agents and click **Add**.\n\n4. In the **Teams** list, click **Support Team**.\n\n5. In the right panel, click **+ Add Agents**.\n\n6. Select two agents, and then click **Add**.\n\nYou now have two agents in each of your teams.\n\nSet up the menu structure for your IVR\n--------------------------------------\n\nTo create an Interactive Voice Response (IVR) system, follow these steps:\n\n1. In the CCAI Platform portal, go to **Settings \\\u003e Queue**.\n\n2. Under **IVR (Interactive Voice Response)** , click **Edit/View**.\n\n3. Next to the **Menu Structure** heading, click the pencil icon.\n\n | **Note:** If menu items exist already, you can create a new menu item by clicking an existing menu item and pressing the `Enter` key.\n4. Click **New Item** , enter `Support`, and then press the `Enter` key.\n\n5. Click **New Item** , enter `Billing`, and then click **Done**.\n\nYou now have a menu structure with two items.\n\nAdd agents to menu items for your IVR\n-------------------------------------\n\nTo add the two teams to the **Support** and **Billing** menu\nitems so that the agents can receive calls, follow these steps:\n\n1. Select the **Support** item.\n\n2. For **Channel Settings** , select **Human Agents**.\n\n3. Click **Assign Human Agents**.\n\n4. In the **Cascade Group 1** box, enter `Support Team`.\n\n5. Click **Save**.\n\n6. Repeat steps 1-5 for **Billing** , adding the Billing Team as human\n agents to the **Billing** menu item.\n\n7. Refresh the page and confirm that the IVR menu items have numbers in the\n blue boxes. These are the numbered options presented to callers.\n\nYou now have teams of agents assigned to receive calls for menu items 1 and 2.\n\nTest your IVR\n-------------\n\nTo test out your contact center, follow these steps:\n\n1. Go to **Settings \\\u003e Call** and record the **Global Outbound Phone Number**.\n\n2. Sign in to the CCAI Platform portal as one of the support agents that you created\n in [Create users and teams](#users-and-teams). Follow the\n instructions sent in the invitation email.\n\n3. In the call adapter, set the status to **Available**. If prompted, allow microphone access and browser notifications.\n\n4. On a separate phone line, dial the global outbound number recorded in step 1.\n\n5. When prompted, press `1` for Support.\n\n6. As the agent on the Support team, answer the call using the call adapter.\n\n7. Optional: Repeat steps 2-6 for Billing.\n\nClean up\n--------\n\nTo avoid incurring charges to your Google Cloud account for the resources used\non this page, you can delete the project.\n| **Note:** Deleting a project will trigger the deletion of a CCAI Platform instance.\n| **Caution:** Deleting a project has the following effects: \n|\n| - **Everything in the project is deleted.** If you used an existing project for this tutorial, when you delete it, you also delete any other work you've done in the project. \n|\n| - **Custom project IDs are lost.** When you created this project, you might have created a custom project ID that you want to use in the future. To preserve the URLs that use the project ID, such as an **appspot.com** URL, delete selected resources inside the project instead of deleting the whole project.\n\nTo delete a project, follow these steps.\n\n1. In the Google Cloud console, go to the **Manage resources** page.\n\n [Go to the Manage resources page](https://console.cloud.google.com/cloud-resource-manager)\n\n \u003cbr /\u003e\n\n2. In the project list, select the project that you want to delete, and\n then click **Delete**.\n\n3. In the dialog, type the project ID, and then click **Shut down** to\n delete the project.\n\nWhat's next\n-----------\n\n- To learn about roles and teams, see [User, agent \\& team configuration](/contact-center/ccai-platform/docs/agent_team_configuration).\n\n- To learn about queues and menus, see [Queue and menu setup](/contact-center/ccai-platform/docs/Queue_and_Menu_Setup).\n\n- [Getting started for agents](/contact-center/ccai-platform/docs/getting-started-for-agents)."]]