Genesys Cloud - Main

Good afternoon.  I have built an inbound flow that supports both English and Spanish. It uses a bot to have the user select the language (1=Eng, 2=Esp). I then use a decision action to Set Language based upon the response.  Once the flow completes its other actions (collecting demographic data), it then evaluates the language again to Transfer to ACD. It transfers to either an English or Spanish queue, sets the language, and identifies the in-queue message flow.  All of that works fine.

However, when the in-queue message flow takes over, the selected language is not longer correct.  Instead of the Spanish messages I get the English messages.  I have to assume there is a bug somewhere preventing the language variable from not being carried forward OR I just don't know how to make that happen.

Has anyone seen this behavior and have any ideas?
Thanks

Good afternoon.  I have built an inbound flow that supports both English and Spanish. It uses a bot to have the user select the language (1=Eng, 2=Esp). I then use a decision action to Set Language based upon the response.  Once the flow completes its other actions (collecting demographic data), it then evaluates the language again to Transfer to ACD. It transfers to either an English or Spanish queue, sets the language, and identifies the in-queue message flow.  All of that works fine.

However, when the in-queue message flow takes over, the selected language is not longer correct.  Instead of the Spanish messages I get the English messages.  I have to assume there is a bug somewhere preventing the language variable from not being carried forward OR I just don't know how to make that happen.

Has anyone seen this behavior and have any ideas?
Thanks

Just curious here Marty, when you say it evaluates the language again, is it actually checking the language or only checking the variable value from when they chose 1 or 2?

Good afternoon.  I have built an inbound flow that supports both English and Spanish. It uses a bot to have the user select the language (1=Eng, 2=Esp). I then use a decision action to Set Language based upon the response.  Once the flow completes its other actions (collecting demographic data), it then evaluates the language again to Transfer to ACD. It transfers to either an English or Spanish queue, sets the language, and identifies the in-queue message flow.  All of that works fine.

However, when the in-queue message flow takes over, the selected language is not longer correct.  Instead of the Spanish messages I get the English messages.  I have to assume there is a bug somewhere preventing the language variable from not being carried forward OR I just don't know how to make that happen.

Has anyone seen this behavior and have any ideas?
Thanks

I am evaluating the variable from when they chose 1 or 2.

However, I think I've got it working...

The language is being passed in the message.languageSkill built-in variable, but I still need to do a "Set Language" action in the inQ flow in order for it to pick up the correct data for the Send Response, etc. actions.  It seems to me that this is a bug. In the InQ flow I can test for the value of the message.languageSkill.name variable and do another Set Language action, but since it is already there, I'm not understanding why the Set Language action is needed again. 

At least it is working the way I've got it now.

Just curious here Marty, when you say it evaluates the language again, is it actually checking the language or only checking the variable value from when they chose 1 or 2?

Good afternoon.  I have built an inbound flow that supports both English and Spanish. It uses a bot to have the user select the language (1=Eng, 2=Esp). I then use a decision action to Set Language based upon the response.  Once the flow completes its other actions (collecting demographic data), it then evaluates the language again to Transfer to ACD. It transfers to either an English or Spanish queue, sets the language, and identifies the in-queue message flow.  All of that works fine.

However, when the in-queue message flow takes over, the selected language is not longer correct.  Instead of the Spanish messages I get the English messages.  I have to assume there is a bug somewhere preventing the language variable from not being carried forward OR I just don't know how to make that happen.

Has anyone seen this behavior and have any ideas?
Thanks

I am evaluating the variable from when they chose 1 or 2.

However, I think I've got it working...

The language is being passed in the message.languageSkill built-in variable, but I still need to do a "Set Language" action in the inQ flow in order for it to pick up the correct data for the Send Response, etc. actions.  It seems to me that this is a bug. In the InQ flow I can test for the value of the message.languageSkill.name variable and do another Set Language action, but since it is already there, I'm not understanding why the Set Language action is needed again. 

At least it is working the way I've got it now.

Just curious here Marty, when you say it evaluates the language again, is it actually checking the language or only checking the variable value from when they chose 1 or 2?

Good afternoon.  I have built an inbound flow that supports both English and Spanish. It uses a bot to have the user select the language (1=Eng, 2=Esp). I then use a decision action to Set Language based upon the response.  Once the flow completes its other actions (collecting demographic data), it then evaluates the language again to Transfer to ACD. It transfers to either an English or Spanish queue, sets the language, and identifies the in-queue message flow.  All of that works fine.

However, when the in-queue message flow takes over, the selected language is not longer correct.  Instead of the Spanish messages I get the English messages.  I have to assume there is a bug somewhere preventing the language variable from not being carried forward OR I just don't know how to make that happen.

Has anyone seen this behavior and have any ideas?
Thanks

Good afternoon.  I have built an inbound flow that supports both English and Spanish. It uses a bot to have the user select the language (1=Eng, 2=Esp). I then use a decision action to Set Language based upon the response.  Once the flow completes its other actions (collecting demographic data), it then evaluates the language again to Transfer to ACD. It transfers to either an English or Spanish queue, sets the language, and identifies the in-queue message flow.  All of that works fine.

However, when the in-queue message flow takes over, the selected language is not longer correct.  Instead of the Spanish messages I get the English messages.  I have to assume there is a bug somewhere preventing the language variable from not being carried forward OR I just don't know how to make that happen.

Has anyone seen this behavior and have any ideas?
Thanks

Set language only kicks in when you end the task, I would add a reusable task to set the language and then exit the task, this will set the language, we do this a lot and it works like a charm

Good afternoon.  I have built an inbound flow that supports both English and Spanish. It uses a bot to have the user select the language (1=Eng, 2=Esp). I then use a decision action to Set Language based upon the response.  Once the flow completes its other actions (collecting demographic data), it then evaluates the language again to Transfer to ACD. It transfers to either an English or Spanish queue, sets the language, and identifies the in-queue message flow.  All of that works fine.

However, when the in-queue message flow takes over, the selected language is not longer correct.  Instead of the Spanish messages I get the English messages.  I have to assume there is a bug somewhere preventing the language variable from not being carried forward OR I just don't know how to make that happen.

Has anyone seen this behavior and have any ideas?
Thanks

Andy,

Are you sure about this? Setting Participant Data gets delayed, as you indicate, but I believe Language takes effect immediately (since it is used by subsequent prompts.)

The issue here, however, is that even though the language is being set (and applied) correctly in the inbound flow, that setting is not carrying over the the in-queue flow. Genesys says that is by design, we are trying to figure out on what planet that makes any sense....!

Set language only kicks in when you end the task, I would add a reusable task to set the language and then exit the task, this will set the language, we do this a lot and it works like a charm

Good afternoon.  I have built an inbound flow that supports both English and Spanish. It uses a bot to have the user select the language (1=Eng, 2=Esp). I then use a decision action to Set Language based upon the response.  Once the flow completes its other actions (collecting demographic data), it then evaluates the language again to Transfer to ACD. It transfers to either an English or Spanish queue, sets the language, and identifies the in-queue message flow.  All of that works fine.

However, when the in-queue message flow takes over, the selected language is not longer correct.  Instead of the Spanish messages I get the English messages.  I have to assume there is a bug somewhere preventing the language variable from not being carried forward OR I just don't know how to make that happen.

Has anyone seen this behavior and have any ideas?
Thanks

What about get set participant data in the inbound flow and in the in-queue flow get data possibly update data

Andy,

Are you sure about this? Setting Participant Data gets delayed, as you indicate, but I believe Language takes effect immediately (since it is used by subsequent prompts.)

The issue here, however, is that even though the language is being set (and applied) correctly in the inbound flow, that setting is not carrying over the the in-queue flow. Genesys says that is by design, we are trying to figure out on what planet that makes any sense....!

Set language only kicks in when you end the task, I would add a reusable task to set the language and then exit the task, this will set the language, we do this a lot and it works like a charm

Good afternoon.  I have built an inbound flow that supports both English and Spanish. It uses a bot to have the user select the language (1=Eng, 2=Esp). I then use a decision action to Set Language based upon the response.  Once the flow completes its other actions (collecting demographic data), it then evaluates the language again to Transfer to ACD. It transfers to either an English or Spanish queue, sets the language, and identifies the in-queue message flow.  All of that works fine.

However, when the in-queue message flow takes over, the selected language is not longer correct.  Instead of the Spanish messages I get the English messages.  I have to assume there is a bug somewhere preventing the language variable from not being carried forward OR I just don't know how to make that happen.

Has anyone seen this behavior and have any ideas?
Thanks

Andy,

Yes, that is what Marty is saying he has to do. The point is that it shouldn't be necessary. If the caller speaks, say, Spanish that doesn't change just because they have been placed into a queue. They selected their language and all prompts should be in that language without the flow developer having to explicitly set it repeatedly.

What about get set participant data in the inbound flow and in the in-queue flow get data possibly update data

Andy,

Are you sure about this? Setting Participant Data gets delayed, as you indicate, but I believe Language takes effect immediately (since it is used by subsequent prompts.)

The issue here, however, is that even though the language is being set (and applied) correctly in the inbound flow, that setting is not carrying over the the in-queue flow. Genesys says that is by design, we are trying to figure out on what planet that makes any sense....!

Set language only kicks in when you end the task, I would add a reusable task to set the language and then exit the task, this will set the language, we do this a lot and it works like a charm

Good afternoon.  I have built an inbound flow that supports both English and Spanish. It uses a bot to have the user select the language (1=Eng, 2=Esp). I then use a decision action to Set Language based upon the response.  Once the flow completes its other actions (collecting demographic data), it then evaluates the language again to Transfer to ACD. It transfers to either an English or Spanish queue, sets the language, and identifies the in-queue message flow.  All of that works fine.

However, when the in-queue message flow takes over, the selected language is not longer correct.  Instead of the Spanish messages I get the English messages.  I have to assume there is a bug somewhere preventing the language variable from not being carried forward OR I just don't know how to make that happen.

Has anyone seen this behavior and have any ideas?
Thanks

I play all my announcements from a data table lookup which doesn't care about language as long as its the same as the initial language choice en-gb in my case

Andy,

Yes, that is what Marty is saying he has to do. The point is that it shouldn't be necessary. If the caller speaks, say, Spanish that doesn't change just because they have been placed into a queue. They selected their language and all prompts should be in that language without the flow developer having to explicitly set it repeatedly.

What about get set participant data in the inbound flow and in the in-queue flow get data possibly update data

Andy,

Are you sure about this? Setting Participant Data gets delayed, as you indicate, but I believe Language takes effect immediately (since it is used by subsequent prompts.)

The issue here, however, is that even though the language is being set (and applied) correctly in the inbound flow, that setting is not carrying over the the in-queue flow. Genesys says that is by design, we are trying to figure out on what planet that makes any sense....!

Set language only kicks in when you end the task, I would add a reusable task to set the language and then exit the task, this will set the language, we do this a lot and it works like a charm

Good afternoon.  I have built an inbound flow that supports both English and Spanish. It uses a bot to have the user select the language (1=Eng, 2=Esp). I then use a decision action to Set Language based upon the response.  Once the flow completes its other actions (collecting demographic data), it then evaluates the language again to Transfer to ACD. It transfers to either an English or Spanish queue, sets the language, and identifies the in-queue message flow.  All of that works fine.

However, when the in-queue message flow takes over, the selected language is not longer correct.  Instead of the Spanish messages I get the English messages.  I have to assume there is a bug somewhere preventing the language variable from not being carried forward OR I just don't know how to make that happen.

Has anyone seen this behavior and have any ideas?
Thanks