Transfering Orginal IVR Language Selection

[hayati_kayaci]

Hello,

We are using custom callback IVR process for our customer and working well in BCM version 7.0.9.0.

However, I need your help about transfering language selections. Any suggestion is welcomed.

Here is the need;

Customers pass through IVR process while choosing language XYX, and goes listening related promts and get to queueing.

Waited 1 min. and directed the Custom Callback IVR.

Is it possible to transfer this language selection to Custom Callback IVR?

I tried to set a variable to CAD and according customers' choice tried to transfer this variable to Callback IVR but did not work.

Thanks.

Hayati

[Former Member]

Hi Hayati,

As I know, when a call comes to queue, language is chosen from the queue language and while this call is being transferred to another queue which has no spesific language, SAP CC continued to use same selected language. Maybe you can consider this feature to select callback language.

Thanks.

[hayati_kayaci]

Hello Dogan,

Yes in queue stage you are right, but I am talking about through IVR process language options.

Thanks for reply

[former_member187604]

Hi Hayati

In addition to Dogan's advice, please have a look at .

If the call is going just within different IVR's, the language assigned by the SetLanguage element will be used.
When the call enters a queue, currenty it is assigned the language of that queue/extension, to be used from thereon. Please note, that one queue can have several extensions, each with their own language setting (see app.help or the SC image in the linked thread), and you can configure the IVR to transfer the calls to the queues accordingly.

BR
-Lasse

[hayati_kayaci]

Hello Lasse,

Actually when I say language I dont mean it is language for queue..

Think like this,

In IVR 1: push 0 button and choose English language, and IVR process will be through as English related steps. After that I am directed to queue and after waiting for a while I am directed to Custom Callback IVR.

In Callbabk IVR, I dont want to select language again, in IVR 1 I have already selected.

So I want to determine that in IVR 1 customer choose English or Albanian and in callback IVR I dont want them to select language.

Is there a solution for this, actually it is okey to send a variable from one IVR to the other. Do you have experience for this.

Regards,

Hayati 

[former_member187604]

Hi Hayati,

as you said you transfer from IVR1 to a queue, and from there to Callback IVR, is there no language set for the queue?

As to sending data from one IVR to another, please check with terms CAD (Call Attached Data), Extradata, IVRInfo e.g. from IVR Development Guide (Knowledge Base Article), app. help / IVR Management, starting with Data Items and Queries, IVR examples,
etc.

BR
-Lasse

[former_member187604]

Further, transferring data between IVR applications has also been discussed here in other threads such as .

[Former Member]

Hi Hayati,

Would you mind sharing some screenshots

Thanks

[hayati_kayaci]

Hello Rahaman,

Actually it is normal directing the queue process.

While customer waiting in a queu after a certain time system directing to call to choosen callback IVR.

The question is, how can I transfer a variable value that set before directing to queue or after choice 0 in a language manu to transfer IVR?

Regards,