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ICM script needs to carry language choice through to ucnx

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keithja

MIS
Sep 12, 2003
88
US
Hi.

This is more of a hybrid question than specifically call manager - so Im not entirely certain this is the best place to post it. Please provide guidance if not.

Our platforms are UCCE 11.6, Call Manager and UCNX 11.5.

We have a couple of sites that need to support bilingual customer options in French and English.

This is represented at 3 levels - callers within the ICM script need to hear prompts in the selected language, calls delivered to call handlers from an ICM script need to hear the selected language, and calls ultimately transferred directly to users via ICM label - and ultimately to UCNX voicemail boxes need to hear unity connection prompts in the selected language - greetings, of course, are presented bilingually.

To expand on that outline, basically callers that dial into our call center and hit an ICM script. In that ICM script the caller is prompted to select english or french.

- Once the caller makes the selection, the remainder of the ICM messages are presented in the appropriate language - no problem there, that works fine.

-The ICM script, for some operations, front-ends call handlers on UCNX. The callers need to hear the call handler prompts AND messages in the language selected in the ICM script - I was able to handle this by doing a check of the caller.language variable and route the call to a different label that sends the call to UCNX, where a call forward routing rule forces the language to french before sending it to the call handler - then it just inherits the language down from there. This works but you have to have different labels, cti route points, and routing rules for each different target (call handler). So any better ideas would be welcome

-This is the hard one. Within the ICM script we give the caller the option to 5-digit-dial their party if they know the extension (our dialplan is e164). From there the script concatenates the additional digits and sends to a label and back to CM where the call is sent to the users phone - and if the user doesnt answer, to the user's voicemail. When the caller forwards to the employees voicemail box, at that point - they need to hear to UCNX messages (not greetings- they are handled bilingually) in the language selected back in the IVR script. The most common example of UCNX messages apart from the greeting "please record your message at the tone" (the beep is already bilingual :-D )

I do not have a clue how we might accomplish this - has anyone out there done this, heard of it being done, have any ideas?

I know this information is very general. I am just looking for a path that might be workable - not a step-by-step solution (yet). There might be a quite easy way of doing this, but I just dont have some key pieces of knowledge required to see it. (my storehouse of ignorance is unbounded).

Thanks for any help you can suggest!



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