Choose supported languages


Within a flow’s general configuration, you can configure supported languages. Architect lists the names of supported languages in audio-related forms, so that you can select a particular language for playback or recording of a prompt. These settings are available in the Settings area. 

Name Description and use

Add Language

Add the languages you want to support within the flow. When you select a supported language, Architect returns a message if it does not support runtime data playback or TTS playback for the selected language. Valid languages include IETF region subtags, for example: (en-US).

Default

Click the language you want to select as the default language for the flow.

Note: If an interaction does not have a set language, then Architect uses the default language for the flow. For example, Architect transfers an interaction from one flow to another, and you set the language in Flow 1 but not in Flow 2. When Architect transfers the interaction from Flow 1 to Flow 2, Flow 2 defaults to the language set in Flow 1 if Flow 2 supports it.

Language column

Displays the list of languages selected for the flow.

Text To Speech column

Optionally select the default TTS speech engine and the voice to play back text-to-speech for each language. For more information, see  Select a TTS engine and voice for a flow and About text-to-speech (TTS) engines.

Default Language Skill column

In Architect, language skills have a one-to-one mapping relationship to language-filtered ACD skills in PureCloud. For example, if a language skill titled Swedish exists in PureCloud, then Swedish is an available language skill in Architect.

The following scenarios describe how Architect determines language skill priority in a flow:

When the flow's default ACD language skill under Settings is And the language skill on the Transfer to ACD action is The agent is required to have
Set Not set The flow's default language skill
Set Set Transfer to ACD language skill
Not set Not set No language skill

To remove a language skill, click the x next to the language you want to remove.

Button_remove_language

Click this button next to the language you want to remove.