Genesys Cloud - Main

I need some guidance on how to offer 11 languages in our Incoming call flow IVRs, where the language selected will determine the recording played for each reusable task in the IVR.

After selecting language, we need the caller to be offered the option of two reusable tasks. If the caller has one of the 6 languages offered the call flow works perfectly. For example, if you select Spanish as the language, you are then offered the next reusable task in the chosen language of Spanish, and same with the 3rd reusable task. However, we only want a single digit language selection option so need to have two levels of language selection offered. If the language is NOT one of the first 6 then the reusable tasks are offered only in English. Does anyone have an example of how they programmed two levels of language selection to work in an Incoming call flow?

I have spent WAY too many hours trying different options to get this to work properly, all to no avail. 

#IVRConfiguration, #AdditionalLanguages, #Language Selection, #IncomingCalls

Hey Charlie,

Do you have maybe a drawing/chart of what you want to achieve?

From your description I'm not sure what the issue is.

I can only assume that your primary issue is that you have 11 languages, but you only want the caller to dial 1 digit for the selection (which would be from 0 to 9, so you don't have 11 options), right?

Because of that you are trying to break that into 2 different menu selections.. Is that the case?

Something like: "For xxx press 0... For yyy press 1....For zzzz press 6.. Otherwise press 7 to hear other possible languages.."

Then the caller presses 7 and you offer a few more languages.... Is that what you are trying to do?

If it is, I still can't really see the issue. Maybe if you can give some more details and examples of what's going wrong, I might be able to give some inputs.

I need some guidance on how to offer 11 languages in our Incoming call flow IVRs, where the language selected will determine the recording played for each reusable task in the IVR.

After selecting language, we need the caller to be offered the option of two reusable tasks. If the caller has one of the 6 languages offered the call flow works perfectly. For example, if you select Spanish as the language, you are then offered the next reusable task in the chosen language of Spanish, and same with the 3rd reusable task. However, we only want a single digit language selection option so need to have two levels of language selection offered. If the language is NOT one of the first 6 then the reusable tasks are offered only in English. Does anyone have an example of how they programmed two levels of language selection to work in an Incoming call flow?

I have spent WAY too many hours trying different options to get this to work properly, all to no avail. 

#IVRConfiguration, #AdditionalLanguages, #Language Selection, #IncomingCalls

Have you considered using a simple bot?  All department we can do is just ask him what language they would like to speak have a time out for English and then you can support me languages that you want by just having them speak either in English the language name or in their own language using phonetics to understand that.

Hey Charlie,

Do you have maybe a drawing/chart of what you want to achieve?

From your description I'm not sure what the issue is.

I can only assume that your primary issue is that you have 11 languages, but you only want the caller to dial 1 digit for the selection (which would be from 0 to 9, so you don't have 11 options), right?

Because of that you are trying to break that into 2 different menu selections.. Is that the case?

Something like: "For xxx press 0... For yyy press 1....For zzzz press 6.. Otherwise press 7 to hear other possible languages.."

Then the caller presses 7 and you offer a few more languages.... Is that what you are trying to do?

If it is, I still can't really see the issue. Maybe if you can give some more details and examples of what's going wrong, I might be able to give some inputs.

I need some guidance on how to offer 11 languages in our Incoming call flow IVRs, where the language selected will determine the recording played for each reusable task in the IVR.

After selecting language, we need the caller to be offered the option of two reusable tasks. If the caller has one of the 6 languages offered the call flow works perfectly. For example, if you select Spanish as the language, you are then offered the next reusable task in the chosen language of Spanish, and same with the 3rd reusable task. However, we only want a single digit language selection option so need to have two levels of language selection offered. If the language is NOT one of the first 6 then the reusable tasks are offered only in English. Does anyone have an example of how they programmed two levels of language selection to work in an Incoming call flow?

I have spent WAY too many hours trying different options to get this to work properly, all to no avail. 

#IVRConfiguration, #AdditionalLanguages, #Language Selection, #IncomingCalls

Hey Charlie,

Do you have maybe a drawing/chart of what you want to achieve?

From your description I'm not sure what the issue is.

I can only assume that your primary issue is that you have 11 languages, but you only want the caller to dial 1 digit for the selection (which would be from 0 to 9, so you don't have 11 options), right?

Because of that you are trying to break that into 2 different menu selections.. Is that the case?

Something like: "For xxx press 0... For yyy press 1....For zzzz press 6.. Otherwise press 7 to hear other possible languages.."

Then the caller presses 7 and you offer a few more languages.... Is that what you are trying to do?

If it is, I still can't really see the issue. Maybe if you can give some more details and examples of what's going wrong, I might be able to give some inputs.

I need some guidance on how to offer 11 languages in our Incoming call flow IVRs, where the language selected will determine the recording played for each reusable task in the IVR.

After selecting language, we need the caller to be offered the option of two reusable tasks. If the caller has one of the 6 languages offered the call flow works perfectly. For example, if you select Spanish as the language, you are then offered the next reusable task in the chosen language of Spanish, and same with the 3rd reusable task. However, we only want a single digit language selection option so need to have two levels of language selection offered. If the language is NOT one of the first 6 then the reusable tasks are offered only in English. Does anyone have an example of how they programmed two levels of language selection to work in an Incoming call flow?

I have spent WAY too many hours trying different options to get this to work properly, all to no avail. 

#IVRConfiguration, #AdditionalLanguages, #Language Selection, #IncomingCalls

Thanks for your quick response, Marcello. You are exactly right in your description. I have included a couple of screenshots of the flow. 

Very much appreciate your assistance. 

Hey Charlie,

Do you have maybe a drawing/chart of what you want to achieve?

From your description I'm not sure what the issue is.

I can only assume that your primary issue is that you have 11 languages, but you only want the caller to dial 1 digit for the selection (which would be from 0 to 9, so you don't have 11 options), right?

Because of that you are trying to break that into 2 different menu selections.. Is that the case?

Something like: "For xxx press 0... For yyy press 1....For zzzz press 6.. Otherwise press 7 to hear other possible languages.."

Then the caller presses 7 and you offer a few more languages.... Is that what you are trying to do?

If it is, I still can't really see the issue. Maybe if you can give some more details and examples of what's going wrong, I might be able to give some inputs.

I need some guidance on how to offer 11 languages in our Incoming call flow IVRs, where the language selected will determine the recording played for each reusable task in the IVR.

After selecting language, we need the caller to be offered the option of two reusable tasks. If the caller has one of the 6 languages offered the call flow works perfectly. For example, if you select Spanish as the language, you are then offered the next reusable task in the chosen language of Spanish, and same with the 3rd reusable task. However, we only want a single digit language selection option so need to have two levels of language selection offered. If the language is NOT one of the first 6 then the reusable tasks are offered only in English. Does anyone have an example of how they programmed two levels of language selection to work in an Incoming call flow?

I have spent WAY too many hours trying different options to get this to work properly, all to no avail. 

#IVRConfiguration, #AdditionalLanguages, #Language Selection, #IncomingCalls