Setting the engagement language

Zoom Contact Center supports multiple languages. To deliver this support effectively, it is necessary to specify the language that should be used for each engagement. To designate the language for an engagement, set the appropriate language value in the global system variable (global_system.Engagement.language).

There are several approaches to setting the engagement language, including:

• Setting the engagement language on the Start widget  (voice & email channels only)
• Setting the engagement language using a Set Variable widget
• Setting the engagement language using a Script widget

We recommend setting an engagement language for all engagements. For instance, you can establish a default language for your business on your Start widget. Subsequently, within the flow, you have the option to modify the language if you determine that the consumer communicates in another language supported by your business.

Requirements for setting engagement language

• Account owner or admin privileges
• Pro, Business, or Education account
• Zoom Contact Center license
• One of more flows created

How to set the engagement language

Use phone number entry points

One of the methods to set the engagement language is by assigning a language to each phone number entry point in the flow. The engagement language is set based on the phone number that the consumer dial into.

Note: This method only applies to voice flows. Make sure you've set up entry points for your voice flow.

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Contact Center Management then Flows.
3. Locate a flow you want to edit.
4. In the last column, click the ellipses icon , then click Manage Entry Point.
5. In the Language column, click the drop-down menu and select a language. Repeat this for other phone numbers as needed.
6. Click Save.

When consumers dial into a phone number with an assigned language, the engagement language variable will be set to whichever language is configured. That language will then be utilized wherever audio assets are configured in the flow set up, queue settings or voicemail settings, for the duration of the engagement.

Use email address entry points

Note: This method only applies to email flows. Make sure you've set up entry points for your email flow.

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Contact Center Management then Flows.
3. Locate a flow you want to edit.
4. In the last column, click the ellipses icon , then click Manage Entry Point.
5. Click the Automatically detect email language toggle to automatically identify the language of an incoming email.
6. Click Save.

When enabled, the detected language will automatically set the global variable engagement language.

Use the Script widget

1. Add the Script widget to the flow.
2. Select the Script widget.
3. Define the code in the script.
4. Set the language using this syntax:
   • global_var_set("global_system.Engagement.language", “{language code}”);
   • Supported languages and ISO-code mapping

Use the Set Variables widget

1. Add the Set Variables widget to the flow.
2. Select the Set Variables widget.
3. In the Settings tab, select global_system.Engagement.language in the Variable drop-down menu.

How to use audio assets with the engagement language

The engagement language feature can be used to support call flows that interact with callers speaking multiple languages. To leverage this feature, create audio assets and upload recordings for each language you want to support. The corresponding audio assets will be played for consumers depending on the engagement language.

Note: Currently, the text-to-speech feature in the flow editor does not consider the value of the engagement language.

Examples

Note: This section shows example configurations and is not meant to be a complete configuration guide.

The following examples illustrate how to set the engagement language based on the Collect Input and Condition widgets.

Set the engagement language using the Collect Input and Set Variables widget

This example configuration shows how to set the engagement language to English when a consumer presses 1 in the IVR menu. This example uses the Collect Input and Set Variables widgets.

1. Add and customize the Collect Input widget.
2. Add the Set Variables widget to the flow.
3. Select the Collect Input widget and customize one of the exits to route to the Set Variables widget you added.
   • Settings tab
     • Collect Input: Select IVR Menu
     • Audio Prompt: Select Text
     • Voice: Select English
   • Exists tab
     • Exit 1 with these settings:
       • Keypress Input enabled and set to 1
       • Next widget: Select SetVariables
4. Select the Set Variables widget.
5. In the Settings tab, select global_system.Engagement.language in the Variable drop-down menu.
6. In the Assign Value section, select Enter a value, then select the language that corresponds to the input.

Set the engagement language using the Condition and Set Variables widget

1. Add and customize the Condition widget.
2. Add the Set Variables widget to the flow.
3. Select the Condition widget and customize one of the exits to route to the Set Variables widget you added.
4. Select the Set Variables widget.
5. In the Settings tab, select global_system.Engagement.language in the Variable drop-down menu.
6. In the Assign Value section, select Enter a value, then select the language that corresponds to the exit setting of the Condition widget.

Use English as the default language and offer callers the ability to select Spanish

1. Set the Start widget to English.
2. Use a Collect Input widget to prompt the caller to select their language.
   • Use English language TTS in this widget to welcome callers using English, for example "Thanks for calling Example Corporation".
   • Use Spanish language TTS in this widget to inform Spanish speaking callers that they should press 9 if they prefer Spanish, for example "Para Español, marque nueve".
3. Set Exits on the Collect Input widget.
4. For callers who press 9, use a Set Variable widget to change the global_system.Engagement.language to Spanish.