UCCX / Unity Options

[B_VOIP_NE]

Hello,

I am looking for some guidance for a project I am working on.  I am working on a new application that will support English and Spanish.  The initial prompt will play in English and again in Spanish.  At this point I want to ask the caller to enter 1 for English or 2 for Spanish.  I have the queues built and working as separate applications however, I would like to integrate everything into one UCCX application vs. Unity call handlers forwarding over to the 2 triggers for English/Spanish UCCX applications.

[Ratheesh Kumar]

Hi there

Yes you can use either UCCX or CUC. But suggestion goes to UCCX as it can have more options and scalability. You can create an script with these menu options and direct the call towards a CSQ. All the agents can be in this pool. You can assign skills based on English and Spanish and assign to individual agents. Lots of options compared to CUC and the reporting as well. But you also have to buy the required agent licenses.

In CUC you can create call handlers and redirect your calls to respective extensions or numbers. But as I said your options are limited when compare with a call agent scenario.

Hope this helps

Cheers
Rath!

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[B_VOIP_NE]

Thank you for the information.  Would you please provide examples of how I would set this up in UCCX?  I understand how to setup the CSQ's and all that but how do I offer user input (1 for english / 2 for spanish) and then use that option to route these calls to a specific CSQ?

[Ratheesh Kumar]

Hi there

It’s pretty simple with CCX. You can create the below steps/variables in the the script as the below order.

- Call Accept
- Welcome Prompt
- Create a Menu and assign the prompt
- 1 for English
- 2 for Spanish
- Create CSQ 1 for English
- Create CSQ 2 for Spanish
- Terminate


When callers press 1 in Menu, Create a Go-To statement to CSQ1 and 2 for CSQ2.


I can send you a sample script later if you need.

Hope this helps
Cheers
Rath!

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[B_VOIP_NE]

If you can send me a sample script I would greatly appreciate it.

[Ratheesh Kumar]

Here you go, a sample script with Menu options

Hope this helps

Cheers

Rath!

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[B_VOIP_NE]

Thank you very much for this information. Would you please tell me where within this script you would include the 2 different CSQ's?

I see in your menu you use a Goto step. Would I just create 2 new "select resource" with the 2 different CSQ's and include a label for each?

[Ratheesh Kumar · Accepted solution]

Hi there

I am not able to upload the script here. Here is the expanded config customized for your requirements.

Hope this helps

Cheers

Rath!

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[B_VOIP_NE]

I greatly appreciate your help.  This is the exact assistance I was looking for.  I have one other question.  We are currently using a bilingual staff member to record prompts in English/Spanish.  I hate to have to depend on someone to do this for me.  I have found a few text to speech sites that do text to speech in English very well but have not found any that work so well for Spanish. 

What does everyone else use for Spanish prompts?