ā09-25-2019 01:56 PM
Hello Experts,
We have a script with more than 20 triggers. The default language is set to French.
The caller calls into our organization and presses 9 to change the language to English. After going through some prompts and making some selections, the call is finally connected to an agent. The agent answers (English) but needs to transfer the call to a different department. In order to transfer the call, the agent dials a 7 digits extension which triggers the same DNIS AWARE script. The caller hears some prompts again and makes some sƩlections and finaly connected to an agent in the transfered departement. The problem I have is the following:
As I mentionned, the default language is set to French. When the agent sends the call back to the DNIS AWARE script, the caller hears the prompts in French. Please see the attached screenshot.
How can I make the caller to continue to hearing the prompts in English as chosen at the begining. I thought using SESSIONS would help to accomplish this task but it looks like a session can only be used btw two scripts and in my case there's only one. When the agent sends the call back, the script considers it as a new call and sets the language to French.
Thanks,
MK
Solved! Go to Solution.
ā09-26-2019 10:07 PM
ā09-25-2019 06:27 PM
ā09-26-2019 06:23 AM
ā09-26-2019 07:54 AM
ā09-26-2019 09:22 AM
Hello Anthony,
By pressing 9 in the Main Menu, the language changes to English and the prompts play in English and it works fine. The prompt tab in the MainMenu is configured as follow.
pMenuPrincipal@ language
Please find attached the changing language variable before pressing 9 and after pressing 9.
Thanks
MK
ā09-26-2019 11:52 AM
ā09-26-2019 11:55 AM
I would appreciate if you could send me an example of configuration that I can follow.
Thanks,
MK
ā09-26-2019 10:07 PM
Discover and save your favorite ideas. Come back to expert answers, step-by-step guides, recent topics, and more.
New here? Get started with these tips. How to use Community New member guide