We are seeing an issue where the dialect on all of our calls are being set to English (us-en). The language skill for the call will be set correctly (i.e. spanish, portuguese, french, etc.), but the transcript still tries to use English and we're left with a mess of words. I've verified that our program has engines for each of the languages our contact center supports. Looking through our architect flow we can't find anything specifically out of place.

#Troubleshooting

#VoiceTranscription

#dialect

#Language

Hi @Izeck McRae,

Your question received an answer on the newest episode of the Genesys Cloud Q&A Show. Check the chapter markers to jump to your question. We hope this helps!

We are seeing an issue where the dialect on all of our calls are being set to English (us-en). The language skill for the call will be set correctly (i.e. spanish, portuguese, french, etc.), but the transcript still tries to use English and we're left with a mess of words. I've verified that our program has engines for each of the languages our contact center supports. Looking through our architect flow we can't find anything specifically out of place.

#Troubleshooting

#VoiceTranscription

#dialect

#Language

Thanks for the help on the transcript dialect! Does this mean that I'll need to establish phone trunks for each language that we support over voice? Any further documentation that I can reference for this?

Hi @Izeck McRae,

Your question received an answer on the newest episode of the Genesys Cloud Q&A Show. Check the chapter markers to jump to your question. We hope this helps!

We are seeing an issue where the dialect on all of our calls are being set to English (us-en). The language skill for the call will be set correctly (i.e. spanish, portuguese, french, etc.), but the transcript still tries to use English and we're left with a mess of words. I've verified that our program has engines for each of the languages our contact center supports. Looking through our architect flow we can't find anything specifically out of place.

#Troubleshooting

#VoiceTranscription

#dialect

#Language

Hi Izeck,

If your issue is with Inbound calls - you need to make sure that you use "Set Language" action in Architect. That is what will define transcription language.

Links to relevant documentation: 

https://help.mypurecloud.com/articles/configure-voice-transcription/

https://help.mypurecloud.com/articles/set-language-action/

Thanks for the help on the transcript dialect! Does this mean that I'll need to establish phone trunks for each language that we support over voice? Any further documentation that I can reference for this?

Hi @Izeck McRae,

Your question received an answer on the newest episode of the Genesys Cloud Q&A Show. Check the chapter markers to jump to your question. We hope this helps!

We are seeing an issue where the dialect on all of our calls are being set to English (us-en). The language skill for the call will be set correctly (i.e. spanish, portuguese, french, etc.), but the transcript still tries to use English and we're left with a mess of words. I've verified that our program has engines for each of the languages our contact center supports. Looking through our architect flow we can't find anything specifically out of place.

#Troubleshooting

#VoiceTranscription

#dialect

#Language