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Language Call routing?
Answered
Posted Nov 03, 2023
Hi, I'm working for a company that deals with calls from different countries in the EU, we have Customer support staff who can all speak different languages.
I'm looking for information about how to route calls based on customer language and customer support agent languages spoken.
Can we route calls based on incoming dialing code e.g. +44 routes to English speaking customer support agents?
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6 comments
Gabriel Manlapig
I'm afraid it is not possible to route calls based on the incoming dialing code and routes to specific English support agents. However, for language support, you may consider IVR Routing, this allows end-users more control over which support they want to reach.
You need to create a group for all the agents with that language skill. Then, setup a Level menu in IVR, asking the caller to dial a specific option if they need to speak to that specific group. This Level should contain, in Action, Group and, in the Routing group, the name of the group that contains the agents with that language skill.
You can also find detailed information on this in the following article: Routing incoming calls with IVR
I hope that helps. Thank you!
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Cassie Salgado
We have bilingual phone agents. How would an agent know if they're receiving a call in English or Spanish?
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Ivan Miquiabas
Thanks for reaching out! Echoing to what Gab R. said on the above comment here. You need to set up IVR Routing, this allows end-users more control over which support they want to reach.
You need to create a group for all the agents with that language skill. Then, setup a Level menu in IVR, asking the caller to dial a specific option if they need to speak to that specific group. This Level should contain, in Action, Group and, in the Routing group, the name of the group that contains the agents with that language skill.
Once set up has been done, all incoming calls will be defined by the IVR option customer's chose, for example "Press 1 for. Englsh" automatically all calls incoming that is set to that Language group will be routed to the associated language skill of the agent.
You can also find detailed information on this in the following article: Routing incoming calls with IVR
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Cassie Salgado
Ok we do have that set up for French, but those agents only answer French calls. With this method, would a bilingual agent be able to see the type of caller (based on group?) and answer in the correct language?
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Ivan Miquiabas
I would suggest, creating a group for bilingual agents, so that either of the their supported language, you can filter whatever language thay can take, and add an IVR for their supported language, (French, English) for example.
Cheers!
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Hailey
Has anyone found a workaround for the issue that Cassie Salgado was having? I want the agent to see which option the caller selected so we can use a different greeting. For example, if a caller selects ‘service in English’ I want our bilingual agents to answer in English.
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