Runtime data support doesn't rely on TTS. Only Genesys controls that. So if you want it for a language we don't already support, file an idea in aha and specify exactly which language you want.
You can change languages in a flow, just make sure to read the warning on the set language action--it doesn't take affect until the end of the current task. So generally you need to use the set language, then jump to another task to do whatever you want, add another set language action to go back to your original language, then jump to a 2nd task or menu and continue on.
However . . . this won't work for collect input. Architect cannot know for certain which language you will be using at any point in the flow, therefore everything in the flow must be valid for all languages the flow supports. Depending on what language you want, you might be able to find a bot that supports it and use that instead of collect input.
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Melissa Bailey
Genesys - Employees
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Original Message:
Sent: 03-03-2022 19:10
From: Vaun McCarthy
Subject: How to Play un-supported Language with Architecture
Hi @Melissa Bailey
What's the process for languages to eventually add support for things like runtime playback? Is this something Genesys controls or something that relies on the 3rd party TTS vendor (AWS, Google etc)?
If you have a call flow that users a language that doesn't support something like runtime playback, is there a trick to change to another language just for say a collect input+verification, then change back to the regular/default language after that? I was hoping you could set language prior to that collect input then set another language after the the set language function only takes effect at the end of that task, regardless of where you add it within that task.
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Vaun McCarthy
Original Message:
Sent: 01-03-2022 16:29
From: Melissa Bailey
Subject: How to Play un-supported Language with Architecture
For TTS:
The Genesys TTS engine doesn't support TTS for those languages, but a 3rd party TTS engine might. The options are here: https://help.mypurecloud.com/articles/about-text-to-speech-tts-engines/
Google or Nuance supports all those languages. Polly supports just Hindi out of that list.
You can set up one of those integrations (make sure to follow all instructions) and that will take care of the TTS. Note this will cost something--you have to set up an account with the 3rd party and pay them for what you use. I think google & polly have a free tier so you can test it and see if you like the voices, not sure about nuance. Make sure to switch to a real paid account before going live--once you exceed that free tier your callers will hear silence for all TTS in the flows.
If you don't want to go the 3rd party TTS route, you can change any action that uses TTS for those languages to use user prompts with appropriate recordings for each language instead. Add the languages you want, then go through all the errors and replace any TTS-related ones with a prompt.
https://help.mypurecloud.com/articles/call-prompts/
For Data:
You cannot use runtime data playback in a language Genesys doesn't support. You will need to replace any runtime data playback with something else. You can use TTS instead (assuming you set up a 3rd party engine), or construct your own expression with user prompts. Just add the languages you want, go through all the errors and replace them with something else.
For Language:
What do you mean by this? If you mean speech recognition, there is no workaround. Disable company directory, remove all speech recognition options from the flow, and add DTMF options for the menu choices.
You could use a bot integration; Genesys supports integrations with Amazon Lex, Amazon Lex V2, Google Dialogflow ES, Google Dialogflow CX, & Nuance Mix. You can check to see if they support your languages. This will not enable speech recognition in the flow but you could call those actions and have the 3rd party listen to the caller and decide what they want.
https://help.mypurecloud.com/articles/about-bots/
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Melissa Bailey
Genesys - Employees
Original Message:
Sent: 12-31-2021 01:34
From: Vinayak Vagal
Subject: How to Play un-supported Language with Architecture
Hi All,
I want to add below langugess in the Default Supported Languge but as per tge Genesys its not supported for TTS,Data,Language. in this circumstance how we do it integration with Architecture.
Languages i am looking for
HINDI
KANNADA
TELGU
TAMIL
Regards,
Vinayak Vagal
Sr. Consultant
#ArchitectureandDesign
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Vinayak Vagal
SmartConnect Technologies Pvt. Ltd
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