AACC - One script for many languages

[dkrabb]

Hy there,

i am really new to the AACC.

I want to write an script for many languages.

The flow is always the same.

- Greeting
- queuing
- wait music

but all in the corresponding language.

Can i do this with one script?

[phemming]

It is possible, but complexity will be determined by what switch and how AACC is connected. If you are using CS1K AML with Call Pilot you can use Open Voice Session - Play prompt - Voice Segment WITH LANGUAGE.
If you are connecting via SIP and using an AMS you could set the script to play a particular announcement by using a variable set at the start when you identify which language to play. In simple terms
WHERE cv_language_choice EQUALS
VALUE FRENCH : GIVE RAN French_RAN
VALUE GERMAN : GIVE RAN German_RAN
etc
(or GIVE IVR could be used instead)
If you want to use different music for different languages you would set up as above except use GIVE MUSIC .....

I assume that the agents are multi-lingual or are you also going to queue to a particular skillset by language as well?

[dkrabb]

Hi thanks for your reply,

but how can i set this "cv_language_choice" in the cdn?

Edit: Or is it possible to read the UUI in the script?

[dkrabb]

Hm i dont have any prompting to do something like

WHERE cv_language_choice EQUALS

I only can do:

WHERE CDN EQUALS
value 12345:
give RAN 1
queue to skillset 1
give music 1

value 56789:
give RAN 2
give music 2
queue to skillset 2

and so on.

Isn't it possible to do this more dynamically?

Something like
WHERE CDN EQUALS
VALUE 12345: ASSIGN EN TO lang_cv
VALUE 56789: ASSIGN ES TO lang_cv

and then play the announcements and music
announcement_lang_cv?

Because my files are named like:

announcement_en
announcement_es
music_en
music_es

[phemming]

If this is SIP assume
announcement_en is mapped to ROUTE 61
announcement_es is mapped to ROUTE 62
music_en is mapped to ROUTE 51
music_es is mapped to ROUTE 52


WHERE CDN EQUALS
VALUE 12345 : ASSIGN skillset_en to cv_skillset
ASSIGN 51 ro cv_music
ASSIGN 61 to cv_ran
VALUE 67890 : ASSIGN skillset_es to cv_skillset
ASSIGN 52 ro cv_music
ASSIGN 62 to cv_ran
and so on
END WHERE

GIVE RAN cv_ran
GIVE RINGBACK

IF NOT OUT OF SERVICE cv_skillset THEN
QUEUE TO SKILLSET cv_skillset WITH PRIORITY X
WAIT 2
ELSE
Some other treatment
END IF

GIVE MUSIC cv_music
WAIT XX
and so on

[francisyates]

For a SIP based Contact Center:

Avaya Aura Contact Center 6.2 with SP5 (just recently gone GA) now has a "WITH LOCALE" option when using the GIVE IVR command.

This would allow you to have files in different locale folders on the Avaya MS (en_us, ru_ru, pt_pt) and have different announcements in these folders.

Please keep in mind, that the Avaya Media Server ONLY supports the following languages:

English
Spanish
Chinese
French
German
Portuguese
Japanese
Korean
Russian

So with the above, you could now assign a language to a vairable (string)

WHERE language_selection_cv EQUALS
VALUE 1 : ASSIGN en_us TO locale
VALUE 2 : ASSIGN pt_pt TO locale
VALUE 3: ASSIGN ru_ru TO locale
END WHERE

Your GIVE IVR block would then send the locale to the Avaya MS, and play the correct prompt and digits (If your playing back digits)