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  • 1.  Transfer to Voicemail for "other" languages

    Posted 10-05-2018 09:59
    No replies, thread closed.
    My business users need the ability to transfer callers to voicemail on an IVR that support four languages (English, Mandarin, Thai, Japanese). Architect gives me an error that Thai and Japanese are not supported for voicemail, even though I configured it to use User prompts. 

    Is there a workaround? Or is voicemail really limited to languages with TTS support (and why)?

    Thanks,

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    Sven Schiller
    Kognitiv
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  • 2.  RE: Transfer to Voicemail for "other" languages

    Posted 10-08-2018 09:30
    No replies, thread closed.
    Sorry there isn't a workaround.  Yes voicemail is limited to languages with TTS support b/c the app uses more than just the initial voicemail prompt you can select in architect, i.e. the options if you press the pound key after leaving the message.​

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    Melissa Bailey
    Genesys - Employees
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    Original Message


  • 3.  RE: Transfer to Voicemail for "other" languages

    Posted 10-09-2018 13:23
    Edited by Sven Schiller 10-09-2018 13:51
    No replies, thread closed.
    Thanks Melissa for clarifying. All I could see was the voicemail prompt in the system prompts.

    It would be nice to have the ability to offer basic voicemail, i.e. "Leave a message after the tone" instead of having no support for languages not supported for extended voicemail. I opened a change request (see https://purecloud.ideas.aha.io/ideas/CLINB-I-375 ).

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    Sven Schiller
    Kognitiv
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    Original Message


  • 4.  RE: Transfer to Voicemail for "other" languages

    Posted 10-09-2018 13:47
    No replies, thread closed.
    Just a thought...possible workaround for now (though obviously imperfect).

    When transferring to voicemail, send the call to another flow which just uses the two supported languages. Have logic in a task which uses a Switch action to choose one of four options based on Participant Data set in the previous flow, let's say.

    For the Supported languages, use a Set Language for the non-default, then do the voicemail transfer using a prompt in that language, and all the TTS stuff should be fine for that language (and the one using the Default language)

    For the non-Supported languages, use the default (English, or whatever) and just have a User prompt that is designated as English, but actually recorded in Thai or whatever, and use that for the Pre-Transfer Audio (same for Failed Transfer Audio). The later prompts for further options will be in English, but most folks just hang up after leaving a message...so it will usually be ok.

    Might that work as an interim measure?

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    George Ganahl
    Principal Program Manager
    Genesys
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    Original Message


  • 5.  RE: Transfer to Voicemail for "other" languages

    Posted 10-09-2018 13:51
    No replies, thread closed.
    Thanks George, I thought along those lines, as well. I will propose that to our business to get something setup quickly. Since it is possible to customize the main prompt, this should work. English language should be acceptable in our case for the options following the leaving of the message.

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    Sven Schiller
    Kognitiv
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    Original Message


  • 6.  RE: Transfer to Voicemail for "other" languages

    Posted 10-09-2018 13:55
    No replies, thread closed.
    My apologies in advance...I haven't had time to set it up and test it. But I think it will work :-)

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    George Ganahl
    Principal Program Manager
    Genesys
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    Original Message


  • 7.  RE: Transfer to Voicemail for "other" languages
    Best Answer

    Posted 10-10-2018 17:11
    No replies, thread closed.
    I can confirm the workaround works (even better than expected):
    I created a separate English-language only in-queue flow for forwarding to voicemail and TransferToACD using current queue and default language skills.
    Before the transfer I SetParticipantData to remember the Call.Language.
    After the transfer I GetParticipantData the language and Switch on the language string ("zh-cn", "ja-jp", etc.). "th-th" takes me to Thai language where I transfer to Voicemail using the Thai prompt placed in a user prompt under the English column.

    The caller gets the voicemail prompt in the selected language and a nice beep (no English language TTS prompts). After the message is left, it goes to the selected (current) queue and with the selected language skill.

    Overall, I really do not see a reason why the restriction in Architect for languages with TTS support is necessary.

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    Sven Schiller
    Kognitiv
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    Original Message


  • 8.  RE: Transfer to Voicemail for "other" languages

    Posted 10-10-2018 17:25
    No replies, thread closed.
    Great to hear! I'll forward this thread to Dev...they might have some ideas (or it might give them some).

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    George Ganahl
    Principal Program Manager
    Genesys
    ------------------------------

    Original Message


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