The play EWT & play PIQ action use runtime data support--basically it's not TTS, it strings together the necessary system prompts to play the message. However it's not enough just to have the system prompts recordings in the language you use (you can upload your own recordings is Genesys does not have them for your chosen language), we also have to know how to order them. For example playing EWT in position mode uses 2 system prompts in English: "your position in the queue is" + the numbered system prompt. But in other languages, the order may be different, like "X is your position in the queue", or even need additional system prompts (like Japanese for this particular action/mode).
You can use a regular play audio action to play the EWT/PIQ, but you will have to 1) ToString the values and 2) insert the filler part your self (the "your position"... TTS)
For example, to play the PIQ use an expression like this
If(IsSet(Call.PositionInQueue), Append(ToAudioTTS("your position in queue is"), ToAudioTTS(ToString(Call.PositionInQueue))), ToAudioBlank(1))
To play EWT, use something like this. Warning: I have no idea how your TTS engine will pronounce a duration, test it to see if you like it; if not you may need to do some manipulation. For example if it says something like "zero hours 1 minute 42 seconds and 583 milliseconds" you might want to cut off the milliseconds and hours part
If(IsSet(Call.EstimatedWaitTime), Append(ToAudioTTS("your estimated wait time is"), ToAudioTTS(ToString(Call.EstimatedWaitTime))), ToAudioBlank(1))
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Melissa Bailey
Genesys - Employees
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Original Message:
Sent: 10-06-2022 12:16
From: Robert Wakefield-Carl
Subject: EWT Languages
Some TTS engines can support Arabic playback like Microsoft and Google. The new Genesys Enhanced TTS engine will support that if they can get it out the door! @Justin Campbell, how is that looking?
Genesys Cloud supported languages - Genesys Cloud Resource Center (mypurecloud.com)
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Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
https://www.Avtex.com
https://RobertWC.Blogspot.com
Original Message:
Sent: 10-06-2022 08:20
From: Karen Burke-Duggan
Subject: EWT Languages
I have an InQueue flow that needs to play both EWT and PIQ in Arabic. The validation errors in the attached screen shot are showing when Arabic is added as a supported language.
#ArchitectureandDesign
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Karen Burke-Duggan
British Telecommunications PLC
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