Lesson 7: Add a language and language menu

AI-generated summary

Genesys Cloud allows adding French as a supported language. A language menu is created to let callers hear prompts in French instead of default English. Reusable components like a language selection task are leveraged. French Canada is configured as a supported language. A "Prompt for Language" starting menu routes callers to French content. Speech recognition is configured to recognize French speech terms. Conditional routing transfers non-French callers to the main menu. Reusable "Jump to Menu" actions route English callers to the Emergency Menu on DTMF 0. Key capabilities shown are speech recognition, conditional routing based on caller input, and reusable menu components.

Series: Architect tutorial for beginning users

Previous suggested step: Lesson 6: Call flow default configuration

Genesys Cloud Animal Care wants to create a menu option in the main menu to give callers the option of hearing prompts in French, or to return to the main menu without changing the current language selection. In this lesson, you alter the flow to ask callers if they want to hear the prompts in French. If not, the flow continues in English. Set the language selection as a starting task, not a starting menu, in your call flow. This option alleviates the burden of requiring callers to enter the language selection each time they enter another call flow.

Objectives

Add French as a supported language.
Create a language menu that allows a caller to hear prompts in French, rather than the default English.
Create a reusable language selection task to add to the menu.
Set the language menu as the starting menu.

Estimated time to complete: 10 minutes

Prerequisites

Complete lessons 1–6.
Review Choose supported languages and Set Language action.

Additional resources

View completed practice tasksClick to expand

Tasks

In this section, add a supported language to the call flow, create a language menu and set it as the starting menu, and add a reusable task for the French language.

Add French as a supported languageClick to expand

Create a new menu and set it as the starting menuClick to expand

From the Toolbox, expand the Menu category and drag a Menu action into the Reusable Menus area.
In the Name text box, type Prompt for Language.
Click Set this as the starting menu.

Note: Notice that the reusable Prompt for Language menu moves up to become the Starting Menu, and the Initial Greeting now appears in this menu. Also, the Emergency Menu moves to Reusable Menus.

In the Prompt for Language Starting Menu design area, in the Menu Prompt box type Prompt.GCACContinueEnFrancais. This prompt plays the following message to the caller: “To continue in French, press 2.”

Add a reusable task to change the language to FrenchClick to expand

From the Toolbox, expand the Task category and drag a Task action into the Reusable Tasks area.
In the Name field, type Change to French and then click Edit Task. Architect opens the task editor.
From the Toolbox, expand the Flow category and drag a Set Language action into the task editor, just below the start box, and complete the following steps:
1. In the Name text box, type Change to French.
2. In the Select Language box, choose French (Canada) (fr-CA).
From the Toolbox, expand the Menu category and drag a Jump to Menu action below the Set Language action and complete the following steps:
1. In the Name field type Jump to Emergency Menu.
2. Click Menu and select Emergency Menu.
Click Return to Overview.

Practice

Here, you add the French language reusable task to the starting menu and create an automatic menu choice for non-French callers.

Add the Change to French reusable task to the starting menuClick to expand

Now, add the Change to French task that we just created and configure it as an option in the Prompt for language starting menu.

Drag a Jump to Reusable Task into the Prompt for Language menu and change the name to Opted for French.
Select a DTMF of 1 and add French as a speech recognition term in the English box and Françaisin the French box.
Select the Change to French reusable task.
Save your work.

Add a menu choice for non-French callsClick to expand

Here, you transfer callers that did not select French to the main menu. Architect only transfers callers to the main menu if they do not press 1 or say “Français” to indicate a language change. This action is automatic, and the caller does not need to do anything.

Drag a Jump to Menu action into the Prompt for Language menu. This action is located in the Menu category.
Change the name to English language calls.
Select a DTMF of 0.
In the Menu box, select Emergency Menu.
Leave the remaining settings unchanged and save your work.

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