Languages
Overview
There are three methods to change the language prompts on your UCX system:
- Add a Language instance to change the language for a call flow
- Change the language used for SIP phones
- Change the language used for Nortel phones
UCX supports the following languages:
Language Code
|
Language
|
---|---|
en | English (default) |
en-uk | English - UK |
en-au | English - Australian |
es | Spanish |
fr | French |
zh | Chinese-Mandarin |
Pre-Requisites
First you need to have the desired language sounds package installed on your UCX. Go to the Packages page to view the currently installed packages:
- Open the UCX Web-based Configuration Utility
- From the System tab, select Updates.
- From the left side column, select Packages
- Press the Show Filter button, select Status = All and enter sounds-xx in the Name field (where xx is the language code)
- The list of sounds packages will be listed
- If your desired language sounds package is not installed, then click on the Install link under the Status colomn
Changing Language prompts for a Call Flow
First you have to decide where you want the language change to take place. It can be in your Inbound Routes, IVR, Misc Applications etc.
For the example below, we will use a call center scenario to describe the language change call flow:
- You have an IVR that will prompt the caller to press "1" for English and "2" for Mandarin
- When "1" is pressed, the call will be directed to a queue with English speaking agents and the prompts are all in English
- When "2" is pressed, the call will be directed to a queue with Mandarin speaking agents and the prompts are all in Mandarin
Step One: Create the destination Queues
Create one queue for the English speaking agents (e.g. English queue) and one queue for the Mandarin speaking agents (e.g. Chinese queue).
See Queues for details on creating a queue.
Step Two: Create Language Instance
To create a new language instance, perform the following steps:
- Open the UCX Web-based Configuration Utility
- From the PBX tab, select PBX Configuration
- From the left side column, under Applications, select Languages
- Enter a Description for the language instance (e.g. Chinese Mandarin)
- Enter the Language Code (e.g zh)
- Under Destination, select the call flow destination that will now play the new language instance (e.g. Chinese queue)
- Press the Submit Changes button
Step Three: Create IVR
Create an IVR that will prompt the user to select the desired language:
- From the PBX tab, select PBX Configuration
- From the left side column, under Applications, select IVR
-
Under the Announcement field, you will need to select a system recording that will say for example "Press 1 for English, 2 for Mandarin".
(See System Recordings for details on how to create the recording.) - Scroll down to the IVR Entries section, configure the destinations for digit "1" as "English queue", but for digit "2" instead of going to the chinese queue, send it to the language instance created in Step Two.