Thank you <g class="gr_ gr_11 gr-alert gr_gramm gr_inline_cards gr_run_anim Punctuation replaceWithoutSep" id="11" data-gr-id="11">Melissa</g> for the response and directions. They are super helpful. I have some follow-up questions.
Do I need to do anything within the In-Queue flow if I set the Inbound Flow to capture the language the caller selects? For <g class="gr_ gr_424 gr-alert gr_gramm gr_inline_cards gr_run_anim Punctuation only-del replaceWithoutSep" id="424" data-gr-id="424">example:</g> I set up options on the Inbound Flow to choose 1)English, 2)Spanish or 3)Straight to Voicemail.
Thanks.
C.J.
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C.J. Rardin
Holmes Murphy & AssociatesAvant
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Original Message:
Sent: 06-28-2018 14:20
From: Melissa Bailey
Subject: Setting Up Multiple Languages for Complex Architect Set-Up
Hi C.J.,
Do I need to set-up separate prompts for Spanish everywhere I have a prompt in English?
No you don't need to create separate prompts for Spanish. You need to add Spanish resources to your existing prompts. On the prompts grid page, add Spanish (see https://help.mypurecloud.com/articles/add-languages-prompts-tab/) so you have columns for both English and Spanish. Then go through and add a resource in Spanish for every prompt that you use in your flows. PureCloud supports text-to-speech in es-US and es-ES, so you can either add TTS or a recording.
Once that is done, go to your flows and add Spanish as a supported language. See https://help.mypurecloud.com/articles/choose-supported-languages/. The cool part of this is that the flow will automatically play the correct language's resource for the caller. You also get to use the same logic instead of having to have a different flow for each language.
Do I need to create a separate queue for Spanish or do I need to set-up agents with Spanish as a skill?
You can do either but the normal method is to have 1 queue and assign Spanish as a skill. In the flow when you add the supported language it has a place for you to select a default language skill, so you would select the Spanish skill. Don't forget to give this skill to your agents.
One more suggestion: the flow decides what language to run in based on a couple factors (see https://help.mypurecloud.com/articles/default-languages-on-the-edge-line-and-in-architect/). If you want to allow the caller to select the language they speak ("press 1 for English, press 2 for Spanish"), you can use the Set Language action in a flow. https://help.mypurecloud.com/articles/set-language-action/
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Melissa Bailey
Genesys - Employees
Original Message:
Sent: 06-28-2018 13:59
From: C.J. Rardin
Subject: Setting Up Multiple Languages for Complex Architect Set-Up
Community,
I'm in need of the communities expertise. I'm a pretty novice user trying to set up a multi-language call flow that includes in-queue flow options of transfer voicemail to queue and request a callback, besides the actual transfer to an agent. I've built the Inbound and In-Queue flows in Architect to accommodate English, but I'm at a loss on how to do so for Spanish. Do I need to set-up separate prompts for Spanish everywhere I have a prompt in English? Do I need to create a separate queue for Spanish or do I need to set-up agents with Spanish as a skill?
Lots of questions?
Thanks.
C.J.
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C.J. Rardin
Avant Specialty Benefits
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