Adding Custom Languages


You use this procedure to add a custom prompt language to the system so that custom IVRs and prompts created for queues and users in the prompt management are played in the custom language. This procedure applies to these audio prompt types.

Process of Adding Custom Language

The table below lists the procedures you need to do to use a custom language in your system.


Required for

Add the custom language to the list in System Configurator. For instructions, see the procedure below.

  • Custom IVRs

  • Queue and user prompts

Record the prompts.

  • Custom IVRs

  • Queue and user prompts

Create prompt files and prompts.

  • Custom IVRs

  • Queue and user prompts

Define prompt language for queues or users.

Queue and user prompts

Define the prompts for users and queues by creating schedules.

Queue and user prompts

Define the language in the IVR management.

Custom IVRs


You must have rights to modify the default system settings.


  1. On the System Configurator main screen, choose System Management > System Languages and open the Custom Languages block.

  2. In the Language Code column, enter a unique language code.

    Use a two-digit code of the ISO standard 639-2 or a four-digit code where additional two digits define the dialect of the language, such as enUK.

  3. In the Language Name column, enter the language name that is displayed in the prompt language options in queue and user settings.

    You cannot edit built-in prompts. To use your custom language in these prompts, create a new prompt file and prompt.

  4. Save your entries.

    The system default language is used in the built-in IVRs if the option Use in Built-In IVRs is not selected. For more information, see the section below.

Advanced Use

It is also possible to use a custom language in the situations listed in the table below. Custom languages are for advanced use and using them requires special configuration. Contact Sinch Contact Pro support to configure them.

Use in


The say-as element in custom IVRs

IVRTalk configuration for building text-to-speech audio messages that include numerical information, such as cardinal and ordinal numbers, dates, and times

Queue prompts with actions Current Average Waiting Time, Long Term Waiting Time, Position in Queue, and Number of Agents

IVRTalk configuration

Built-in IVRs (Presence, ETC, Callback, Voicemail, Conference, and External Agent)

  • The option Use in Built-In IVRs selected in System Management > System Languages > Custom Languages

  • IVRTalk configuration

  • Server-side configuration