Playing Prompts in Different Languages
In internal calls prompts are played to agents in their prompt language you set in , in the Basics block.
For customers prompts are played in the language of the queue. Set the queue prompt language in , in the Basics block.
If no language is set for a queue or a user, the default system language is used.
For the list of supported languages, see System Languages. You can also add a custom language, see Adding Custom Languages.
Some Special Cases
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When a call that arrives in a queue is automatically forwarded to another queue, the second queue plays the prompts in a language defined for the first queue.
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If an agent picks the call from the first queue and transfers it to another queue, the queue prompts in the second queue are played in the second queue’s language.
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If an agent’s presence profile directly forwards a call to a queue, and when the agent is called and they do not pick up the call, the call is forwarded to the queue but the prompts are played in agent’s prompt language.