Genesys Cloud CX

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  • 1.  EWT Languages

    Posted 10-06-2022 08:21
      |   view attached

    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.

    Is this saying that Arabic cannot be supported or only that the system prompts being used do not have a wav file loaded for Arabic ?  If the latter, is there somewhere I can find a list of all prompts that will need updating ?


    #ArchitectureandDesign

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    Karen Burke-Duggan
    British Telecommunications PLC
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  • 2.  RE: EWT Languages

    Posted 10-06-2022 12:17
    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
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  • 3.  RE: EWT Languages

    GENESYS
    Posted 10-07-2022 10:25
    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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  • 4.  RE: EWT Languages

    Posted 10-10-2022 05:50
    Thanks Melissa, that makes sense.

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    Karen Burke-Duggan
    British Telecommunications PLC
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