Voice Agent Insights

1. Configure reporting events to flow into an IBM Cloudant database

In order for Voice Agent Insights to receive and analyze all information from your voice agents, each voice agent must have Event Forwarding enabled for Call Detail Record events. Transcription events are optional.

• If you use IBM Voice Agent with Watson, follow these instructions: Enable event forwarding for Voice Agents.

• If you use IBM Voice Gateway, follow these instructions: Voice Gateway Reporting events.

Note: Voice Agent Insights currently only supports IBM Cloudant databases.

Important: Transcription events include text transcriptions and other information that could potentially contain Protected Health Information (PHI), Personally Identifiable Information (PII), or Payment Card Industry Data Security Standard (PCI DSS) data. It's critical that the consuming server properly stores these events to prevent exposure of personal information.

You can suppress or enable the inclusion of transcription text in event reporting while storing the data with vgwActEnableTranscriptionReport and vgwActDisableTranscriptionReport action tags.

2. Set up the Voice Agent Insights microservice

1. Download or clone the sample repository to get the required docker-compose.yml file and configuration directory.

2. Update the vainsights.json file located in the config folder

   a. Run the following command to edit the file:

   vi config/vainsights.json
   

   b. Enter the tenant phone number in the "tenantURI" field. This value must be a valid phone number and can contain only numerals and dashes; for example, "tenantURI": "1234567890"

   c. Enter a valid short summary in the "description" field. This summary will be displayed in the dashboard.

   d. Update the Cloudant configuration information. An example configuration file example is listed below. Follow this format which includes all the possible Cloudant configuration variables allowed. Choose what is required for your setup.

   Example Configuration File:

{ "tenants": [ { "tenantURI": "1-888-555-3333", "description": "Voice Gateway Demo US",

    "reporting": {
      "cdrCloudant": {
		  "url": "myCloudantURL",
		  "account": "myCloudantAccount",
		  "dbName": "myCloudant-cdr-db",
		  "apikey": "myCloudantApiKey",
		  "username": "myCloudantUsername",
		  "password": "myCloudantPassword",
		  "eventInd": "cdr"
      },
      "transcriptionCloudant": {
		  "url": "myCloudantURL",
		  "account": "myCloudantAccount",
		  "dbName": "vgw-transcription-db",
		  "apikey": "myCloudantApiKey",
		  "username": "myCloudantUsername",
		  "password": "myCloudantPassword",
		  "eventInd": "transcription"
      }
    }
  }
]

}

  **Note:** Call Detail Records and Transcription events can be configured to exist in one database or separate databases.

### 3. Configure OpenID for authentication and authorization {: #config-openid}

For instructions on setting up OpenID to access the Voice Agent Insights dashboard, see [Configuring OpenID](https://www.ibm.com/docs/hu/voice-gateway?topic=insights-security).

### 4. Run the Docker images using Docker Compose {: insights-docker-image}

The last required step to get started is to run the Docker images.

**Note:** On startup, the services will automatically generate a self-signed certificate in the key store shared by the OP and Insights microservices if the service is running on localhost. To insure security keys are properly created, you will need to run the service twice the first time the service is started up.

To start the service, run the following command in the same directory as the `docker-compose.yml` file.
  ```
docker pull icr.io/voice-gateway/agent-insights:latest
docker pull icr.io/voice-gateway/agent-oidc-provider:latest
docker-compose up

The service can be stopped by running docker-compose down in the same directory where you ran docker-compose up.

Once the service is running, you can access the Voice Agent Insights dashboard using the secure connection URL https://localhost:9443/va.insights/. Login using your configured security credentials.