Playing Prompts in Different Languages
Prompts played for a CDT or Communication Panel end-user in internal calls to IVR, voicemail and so on, are played in his prompt language that is set in , see Entering Basic User Information.
Prompts are played for a customer in the language of the queue he called to. The queue prompt language is set in , see Entering Basic Information for Queues.
If no language is set for a queue or a user, the default system language is used, that is defined in Infrastructure Administrator during installation as one of Configuration Database Server Variables.
The list of supported languages can be found in Master Guide section Supported Languages. In addition to those, you can add a custom language, see Adding Custom Languages. For preparing prompts on a custom language, see also the SAP Note 1962494.
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 he does not pick up the call, the call is forwarded to the queue but the prompts are played in agent’s prompt language.