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  • 1.  Changing language for outbound interactions?

    Posted 02-16-2024 10:39
    No replies, thread closed.

    When an agent places an outbound interaction, how can we define what Language the system sets for it?  For example, we have agents dialing out on behalf of a queue specific to Italian.  We can set caller ID as a number from Italy, and they speak the language, but Genesys Cloud sets the language of that interaction to EN-US.  That causes the Transcript for the call recording to be garbage.  I'm just hoping the answer isn't "go log a feature request'.

    This is not regarding campaign dialing, but rather, manual dialing on behalf of a queue (New Interaction).


    #Reporting/Analytics

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    Paul McGurn
    Manager, Telecom & DevOps
    GoTo
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  • 2.  RE: Changing language for outbound interactions?
    Best Answer

    Posted 02-19-2024 13:15
    No replies, thread closed.

    Hi Paul, we are currently working on this. We will provide an option to set the transcription language from the outbound queue settings, we plan to deliver it in H2, 2024. This is the idea to track the ongoing work - https://genesyscloud.ideas.aha.io/ideas/STA-I-63



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    Anik Dey
    Genesys - Employees
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  • 3.  RE: Changing language for outbound interactions?

    Posted 02-19-2024 13:40
    No replies, thread closed.

    Thank you Anik.  I have followed that feature request for updates.  Should I take this response to also note there's absolutely no way whatsoever to do this in the interim, short of getting a separate GCV Trunk for each language we wanted?



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    Paul McGurn
    Manager, Telecom & DevOps
    GoTo
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    Original Message


  • 4.  RE: Changing language for outbound interactions?

    Posted 02-19-2024 14:03
    No replies, thread closed.

    No interim solutions, unfortunately, but we are going to expedite the delivery of this feature on our end.



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    Anik Dey
    Genesys - Employees
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    Original Message


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