Genesys Cloud CX

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  • 1.  Collect Input Action, Digit Verify in Spanish

    Posted 18 days ago
    We have several collect input scenarios in our call flows, we have turned on collect_digits_verify and it works well in English.

    We also need to have this feature (collect_digits_verify) be in Spanish to accommodate non-English speaking clients, we have uploaded voice prompts in Spanish for other parts/actions of a Spanish call flow.

    We just cannot find if it can be done for collect_digits_verify using Spanish language

    we do see that we can upload a new prompt, or record from the browser, we are just not sure if it would change the prompt for all flows

    any thoughts, help, etc. would be appreciated
    #Routing(ACD/IVR)

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    Michael Schimento
    Zenith Insurance Company
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  • 2.  RE: Collect Input Action, Digit Verify in Spanish

    GENESYS
    Posted 16 days ago

    You need to use a Set Language action to change the flow's language to Spanish. The key is you then need to change to a different Task or use a Common Module flow to get the user input and verify, because the language change does not take effect until you switch tasks (or switch to the Common Modile). 

    normally you have a Starting Task that prompts for a language selection, sets it, then moves on to the main menu. That way all system and other prompts are in the correct language. 



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    George Ganahl GCP (Genesys Cloud), ICCE
    Principal PS Consultant
    Genesys
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  • 3.  RE: Collect Input Action, Digit Verify in Spanish

    Posted 15 days ago

    Thank you George,

     

    I did attempt to implement the Set Language action but could not get it to work correctly

     

    What I did was, to get it to work quickly, is (when a caller presses 2 ) set the action to transfer to Inbound Call Flow and set the entire flow to Spanish.

     

     

     

     

     

     

     

    Thank you, Mike

     

     

    Mike Schimento
    Telecommunications Specialist III
    Zenith Insurance Company

    1390 Main Street

    Sarasota, FL  34236
    Office Phone:  941.906.5955

    Fax Number:   941.906.4347

    E-mail:   mschimento@thezenith.com

    TheZenith.com

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