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Language Selection
- Thread starter jslewis
- Start date
The $LOC is always going to be the same - the locale of the IPO, unless changed by a select system prompt language token - which you would have to design a callflow to set appropriately anyway.
So, you could offer the caller to select their language right off the bat, then use common programming to continue through the callflow, and use the $LOC variable to decide where to transfer them based on their language selection at the beginning of the call.
Note however that front ending a call center with an AA is bad practice if using CCC, as you can seriously muff up your reports. If you can, you're much better to have 2 seperate 800 numbers, one for spanish and one for english that both ring directly into the respective queues.
Peter Sherwood
Morrack Consulting
So, you could offer the caller to select their language right off the bat, then use common programming to continue through the callflow, and use the $LOC variable to decide where to transfer them based on their language selection at the beginning of the call.
Note however that front ending a call center with an AA is bad practice if using CCC, as you can seriously muff up your reports. If you can, you're much better to have 2 seperate 800 numbers, one for spanish and one for english that both ring directly into the respective queues.
Peter Sherwood
Morrack Consulting
intrigrant
Systems Engineer
Despite that what Peter says is true ( about reporting and CCC and separate groups ) the answer for your question is YES.
Use a user defined condition and put in as variable 1 the $LOC and as variable 2 lets say ENU, if the locale is ENU then the condition is true, if not then....
I don't know if the $LOC variable is case sensitive, you'll have to find out yourself.
There are a few possibilities to change the locale of a call :
In a incoming call route ( CLI routing )
In a shortcode
In VM Pro ( language selection via a menu )
I would prefer to try the CLI routing first and if there is no CLI then change it within VM Pro by a menu ( choose 1 if you want to continue in english bla bla bla )
Use a user defined condition and put in as variable 1 the $LOC and as variable 2 lets say ENU, if the locale is ENU then the condition is true, if not then....
I don't know if the $LOC variable is case sensitive, you'll have to find out yourself.
There are a few possibilities to change the locale of a call :
In a incoming call route ( CLI routing )
In a shortcode
In VM Pro ( language selection via a menu )
I would prefer to try the CLI routing first and if there is no CLI then change it within VM Pro by a menu ( choose 1 if you want to continue in english bla bla bla )
Interesting, I hadn't really taken note of the fact that you can define the locale in an incoming call route. Would have been a great way to get around the fact that the CLI routing token in VMP was broken before the lastest 2.1 maintenance patch was released - you couldn't route on a partial CLI anymore. Though this has been fixed now, so in my mind would be less work to setup and maintain, especially if you have multiple DID's that hit your call centre AA.
Peter Sherwood
Morrack Consulting
Peter Sherwood
Morrack Consulting
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