Genesys Cloud - Main

We're experiencing an issue with the dialect of our transcripts for call backs.

When callers opt for a call-back while waiting in the queue, the dialect of the transcript is being changed to en-us, however our topics are all configured for en-gb, meaning none of our topics are working for call back calls. This causes all callbacks to flag for missing specific ID&V topics we've got set up in some of our reports. 

I'm not sure where the dialect is being set. I have checked everywhere I can think of and even added "set language" actions in the hopes that this would work, with no luck.

Example below: 

For the first call where the user is queueing, the dialect is en-gb as normal. 

If we click over the call back call, the dialect is being set as en-us. 

In an attempt to force the dialect to be updated to en-gb, I have added a set language to the in queue flow, the common module and the inbound call flow, but this has not changed the outcome.  I'm not sure if this is the right thing to do, or if there's another place I should be placing this? 

Any help on this would be greatly appreciated!

Hello Ryan,

I would check what the language is being set as in the callback flow as if this is set en-us(the default) it will change the language when it hits that flow.

We're experiencing an issue with the dialect of our transcripts for call backs.

When callers opt for a call-back while waiting in the queue, the dialect of the transcript is being changed to en-us, however our topics are all configured for en-gb, meaning none of our topics are working for call back calls. This causes all callbacks to flag for missing specific ID&V topics we've got set up in some of our reports. 

I'm not sure where the dialect is being set. I have checked everywhere I can think of and even added "set language" actions in the hopes that this would work, with no luck.

Example below: 

For the first call where the user is queueing, the dialect is en-gb as normal. 

If we click over the call back call, the dialect is being set as en-us. 

In an attempt to force the dialect to be updated to en-gb, I have added a set language to the in queue flow, the common module and the inbound call flow, but this has not changed the outcome.  I'm not sure if this is the right thing to do, or if there's another place I should be placing this? 

Any help on this would be greatly appreciated!

We're experiencing an issue with the dialect of our transcripts for call backs.

When callers opt for a call-back while waiting in the queue, the dialect of the transcript is being changed to en-us, however our topics are all configured for en-gb, meaning none of our topics are working for call back calls. This causes all callbacks to flag for missing specific ID&V topics we've got set up in some of our reports. 

I'm not sure where the dialect is being set. I have checked everywhere I can think of and even added "set language" actions in the hopes that this would work, with no luck.

Example below: 

For the first call where the user is queueing, the dialect is en-gb as normal. 

If we click over the call back call, the dialect is being set as en-us. 

In an attempt to force the dialect to be updated to en-gb, I have added a set language to the in queue flow, the common module and the inbound call flow, but this has not changed the outcome.  I'm not sure if this is the right thing to do, or if there's another place I should be placing this? 

Any help on this would be greatly appreciated!

Hi @Ryan Reynolds,

The issue is that callbacks are treated as outbound calls and they grab their language from either the queue or trunk - not from the original inbound call. That's why you're seeing en-us instead of en-gb

Quick fix: Set the default language directly on your queue

This will override whatever's on the trunk and should sort out your topic matching issues. Those Set Language actions you added won't help here since callbacks start fresh as outbound calls - they don't carry over settings from the inbound leg.

We're experiencing an issue with the dialect of our transcripts for call backs.

When callers opt for a call-back while waiting in the queue, the dialect of the transcript is being changed to en-us, however our topics are all configured for en-gb, meaning none of our topics are working for call back calls. This causes all callbacks to flag for missing specific ID&V topics we've got set up in some of our reports. 

I'm not sure where the dialect is being set. I have checked everywhere I can think of and even added "set language" actions in the hopes that this would work, with no luck.

Example below: 

For the first call where the user is queueing, the dialect is en-gb as normal. 

If we click over the call back call, the dialect is being set as en-us. 

In an attempt to force the dialect to be updated to en-gb, I have added a set language to the in queue flow, the common module and the inbound call flow, but this has not changed the outcome.  I'm not sure if this is the right thing to do, or if there's another place I should be placing this? 

Any help on this would be greatly appreciated!

Hi Josh,

Thanks for the suggestion, and insight into where the language is pulled from. 

I've now set the default language at the queue level, it was empty before. I will see how I get on! 

Hi @Ryan Reynolds,

The issue is that callbacks are treated as outbound calls and they grab their language from either the queue or trunk - not from the original inbound call. That's why you're seeing en-us instead of en-gb

Quick fix: Set the default language directly on your queue

This will override whatever's on the trunk and should sort out your topic matching issues. Those Set Language actions you added won't help here since callbacks start fresh as outbound calls - they don't carry over settings from the inbound leg.

We're experiencing an issue with the dialect of our transcripts for call backs.

When callers opt for a call-back while waiting in the queue, the dialect of the transcript is being changed to en-us, however our topics are all configured for en-gb, meaning none of our topics are working for call back calls. This causes all callbacks to flag for missing specific ID&V topics we've got set up in some of our reports. 

I'm not sure where the dialect is being set. I have checked everywhere I can think of and even added "set language" actions in the hopes that this would work, with no luck.

Example below: 

For the first call where the user is queueing, the dialect is en-gb as normal. 

If we click over the call back call, the dialect is being set as en-us. 

In an attempt to force the dialect to be updated to en-gb, I have added a set language to the in queue flow, the common module and the inbound call flow, but this has not changed the outcome.  I'm not sure if this is the right thing to do, or if there's another place I should be placing this? 

Any help on this would be greatly appreciated!

Hi Josh, your suggestion has worked, thank you so much!  

Hi Josh,

Thanks for the suggestion, and insight into where the language is pulled from. 

I've now set the default language at the queue level, it was empty before. I will see how I get on! 

Hi @Ryan Reynolds,

The issue is that callbacks are treated as outbound calls and they grab their language from either the queue or trunk - not from the original inbound call. That's why you're seeing en-us instead of en-gb

Quick fix: Set the default language directly on your queue

This will override whatever's on the trunk and should sort out your topic matching issues. Those Set Language actions you added won't help here since callbacks start fresh as outbound calls - they don't carry over settings from the inbound leg.

We're experiencing an issue with the dialect of our transcripts for call backs.

When callers opt for a call-back while waiting in the queue, the dialect of the transcript is being changed to en-us, however our topics are all configured for en-gb, meaning none of our topics are working for call back calls. This causes all callbacks to flag for missing specific ID&V topics we've got set up in some of our reports. 

I'm not sure where the dialect is being set. I have checked everywhere I can think of and even added "set language" actions in the hopes that this would work, with no luck.

Example below: 

For the first call where the user is queueing, the dialect is en-gb as normal. 

If we click over the call back call, the dialect is being set as en-us. 

In an attempt to force the dialect to be updated to en-gb, I have added a set language to the in queue flow, the common module and the inbound call flow, but this has not changed the outcome.  I'm not sure if this is the right thing to do, or if there's another place I should be placing this? 

Any help on this would be greatly appreciated!

Hi Ryan, 

That's great to hear!

Hi Josh, your suggestion has worked, thank you so much!  

Hi Josh,

Thanks for the suggestion, and insight into where the language is pulled from. 

I've now set the default language at the queue level, it was empty before. I will see how I get on! 

Hi @Ryan Reynolds,

The issue is that callbacks are treated as outbound calls and they grab their language from either the queue or trunk - not from the original inbound call. That's why you're seeing en-us instead of en-gb

Quick fix: Set the default language directly on your queue

This will override whatever's on the trunk and should sort out your topic matching issues. Those Set Language actions you added won't help here since callbacks start fresh as outbound calls - they don't carry over settings from the inbound leg.

We're experiencing an issue with the dialect of our transcripts for call backs.

When callers opt for a call-back while waiting in the queue, the dialect of the transcript is being changed to en-us, however our topics are all configured for en-gb, meaning none of our topics are working for call back calls. This causes all callbacks to flag for missing specific ID&V topics we've got set up in some of our reports. 

I'm not sure where the dialect is being set. I have checked everywhere I can think of and even added "set language" actions in the hopes that this would work, with no luck.

Example below: 

For the first call where the user is queueing, the dialect is en-gb as normal. 

If we click over the call back call, the dialect is being set as en-us. 

In an attempt to force the dialect to be updated to en-gb, I have added a set language to the in queue flow, the common module and the inbound call flow, but this has not changed the outcome.  I'm not sure if this is the right thing to do, or if there's another place I should be placing this? 

Any help on this would be greatly appreciated!