Adding Custom Languages

Use

Added in SP06 Patch 1.

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.

Procedure

Required for

Add the custom language to the list in System Configurator > System Management > System Languages > Custom Languages. 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

Prerequisites

You must have rights to modify the default system settings.

Procedure

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

  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 the custom language in the situations listed in the table below. They are for advanced use and using them requires special configuration. For more information, see the SAP Note 1962494.

Use in

Requirements

The say-as element in custom IVRs

IVRTalk configuration

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