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English/French prompt option methods

Hi,

What is the best way to implement a script that will play english or french prompts in Contact Center Express 8.5 based on user input at the start of a call?

If available please upload example scripts.

Thank you.

1 REPLY

Re: English/French prompt option methods

In UCCX there is an idea of "supported languages."

In UCCX 8.5, French (CA and FR) is a supported language.

Source: http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_compatibility/matrix/crscomtx.pdf

So that means, you only need to create a new prompt directory called either: fr, fr_FR, or fr_CA, store your french prompts in there, and then write your script to change the language of the contact if necessary.

Example:

Prompts:

en_US/greeting.wav

en_US/main_menu.wav

fr_FR/language_selection.wav

fr_FR/main_menu.wav

Script:

Start

Accept(--Triggering Contact--)

/* This menu plays the greeting in English, as it's the language of the Trigger, then waits 1 second

   before instructing the caller, in French, to press 7 to continue in French */

Menu (--Triggering Contact--, p[greeting.wav] + dp[1000] + p[language_selection.wav] @ l[fr_FR])

     Option 7

          /* If the caller presses 7, change the language for the caller to French, so all remaining

             prompts get played in French instead of English */

          Set Contact Info (--Triggering Contact--, Language = l[fr_FR]

     Timeout

          /* If no option is pressed, continue in English (default) */

     Unsuccessful

          /* Add Comment */

/* This main menu references prompt "main_menu.wav", which exists in both language folders.

   Because we don't specify a language here, the script will use the language of the caller,

   either English (default) or French (based on option 7 above) */

Menu (--Triggering Contact--, p[main_menu.wav])

     Option 1

          /* Add Comment */

     Option 2

          /* Add Comment */

     Timeout

          /* Add Comment */

     Unsuccessful

          /* Add Comment */

...

End

If you need to also send callers to specific language queues, you could do something like this (example only):

Set primary_csq = "Cust_Srv_" + language.toString() Select Resource (primary_csq)

You can take this to a whole new level if you also need language specific documents, scripts, or non-standard languages.

Anthony Holloway

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