Overview

There are three methods to change the language prompts on your UCX system:

1. Add a Language instance to change the language for a call flow
2. Change the language used for SIP phones
3. Change the language used for XSTIM phones

UCX supports the following languages:

Prerequisites

First you need to have the desired language voice prompts installed on your UCX. Go to the Accessories page to view the currently installed voice prompts:

• Open UCX Administration
• Select Accessories -> Addon Packages page
• If your desired language voice prompts package is not installed, then click on the INSTALL button.

Changing Language prompts for a Call Flow

First you have to decide where you want the language change to take place. It can be in your Inbound Routes, IVR, Misc Applications etc.

For the example below, we will use a call center scenario to describe the language change call flow:

• You have an IVR that will prompt the caller to press “1” for English and “2” for Mandarin
• When “1” is pressed, the call will be directed to a queue with English speaking agents and the prompts are all in English
• When “2” is pressed, the call will be directed to a queue with Mandarin speaking agents and the prompts are all in Mandarin

Step 1 – Create the destination Queues

Create one queue for the English speaking agents (e.g. English queue) and one queue for the Mandarin speaking agents (e.g. Chinese queue).

See Queues for details on creating a queue.

Step 2 – Create Language Instance

To create a new language instance, perform the following steps:

• Open UCX Administration
• From the PBX tab, select PBX Configuration
• From the left side column, under Applications, select Languages
• Enter a Description for the language instance (e.g. Chinese Mandarin)
• Enter the Language Code (e.g zh)
• Under Destination, select the call flow destination that will now play the new language instance (e.g. Chinese queue)
• Press the Submit Changes button

Step 3 – Create IVR

Create an IVR that will prompt the user to select the desired language:

• From the PBX tab, select PBX Configuration
• From the left side column, under Applications, select IVR
• Under the Announcement field, you will need to select a system recording that will say for example “Press 1 for English, 2 for Mandarin”.
  (See System Recordings for details on how to create the recording.)
• Scroll down to the IVR Entries section, configure the destinations for digit “1” as “English queue”, but for digit “2” instead of going to the Chinese queue, send it to the language instance created in Step 2.

Changing Language Prompts for SIP Phones

You can change the language prompts for all SIP phones on your system, or you can apply it to only certain extensions.

To make the change for all SIP phones on your system, go to the SIP Settings page and enter the desired language code in the Language field.

Changing Language Prompts for XSTIM Phones

To make the change for all XSTIM phones on your system, go to the XSTIM Settings page and enter the default language code in the Language field.

The language can also be changed by the user on the phone itself following these steps:

Phones With Feature Key

While the phone is idle, press the Feature key and enter the desired language code:

1. *501 – English (F*501 – Language – Primary – US English)
2. *502 – French (F*502 – Language – Alternate 1 – French)
3. *503 – Spanish (F*503 – Language – Alternate 2 – Spanish)
4. *504 – Default (F*504 – Language – Alternate 3 – the default language configured in the XSTIM Settings page)

Phones Without Feature Key

1. While the phone is idle, press the Services key
2. Use the down arrow key to locate the Language – xxxxx line with the desired language (English, French, Spanish, Default)
3. Press the Invoke soft key

Changing Language Prompts for One Phone

To change the language for only one extension, go to the Extensions page and enter the desired language code in the Language field.