Languages

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Overview

There are three methods to change the language prompts on your UCX system:

  1. Add a Language instance to change the language for a call flow
  2. Change the language used for SIP phones
  3. Change the language used for Nortel phones

This page describes the steps to change the language for a call flow. For other methods, see Language prompts.

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

Only English, French and Spanish language prompts are pre-installed on the UCX system from manufacturing.  For other languages, you have to install the appropriate asterisk-sounds package.

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.