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Voicemail Pro 9.1.11 Language Selection Issue When Transferring Call $LOC

Voicemail Pro 9.1.11 Language Selection Issue When Transferring Call $LOC

Voicemail Pro 9.1.11 Language Selection Issue When Transferring Call $LOC

(OP)
Hi Everyone,

I need some advice on how to get this to function correctly and I'm not sure why it just doesn't work.

We have an option on the main node to select preferred language, two options (English / Spanish), after selecting Spanish, the custom Spanish, and system Spanish messages play just fine, however, once you get two levels deep into our modules, the call is then transferred to a hunt group with collective call waiting and queuing on, the announcements and messages go back to English.

The hunt group has a custom queue and still queue structure with the $LOC\Custom\Spanish.wav messaging but it will only play in English, along with the Queue time, and Queue position announcements.

Any ideas on how to get this to keep the Language selection after the call is transferred? Driving me nuts!

RE: Voicemail Pro 9.1.11 Language Selection Issue When Transferring Call $LOC

You need the wav file in the en/Custom/ and sp/Custom/ to have the same name like announcement1.wav and any subsequent files too
Then the transfer action in VM Pro must transfer the call direct to the group
In the group settings the option "Synchronize calls" must be off, it will ignore any call flow adjustment in the "Queued" and "Still Queued" actions like the $LOC/.wav setting
The "Queues"and "Still Queued" action may not have a transfer action, they must be left open to keep the call in the same queue
e.g. Group>Queued>Generic>next has no connection, the nnouncement file is then /Custom/$LOC/Anoounement1.wav

RE: Voicemail Pro 9.1.11 Language Selection Issue When Transferring Call $LOC

(OP)
This is the way we have it setup and it isn't working.

I'm not 100% sure but I'm guessing that when we use the transfer call feature within the call flow, it kicks it out of auto attendant and then hits the extension as a "new call" so it doesn't remember any options from the previous call flow / auto attendant.

If this is the case how do we build a flow that will allow a transfer to hunt group with queue options and not lose any language selects within the previous call flows?

Please review my call flow (see attached) I think visuals help to explain the issue better.

RE: Voicemail Pro 9.1.11 Language Selection Issue When Transferring Call $LOC

It doesn't remember the $LOC that is set in an AA in the Queue Messages.

You would need to route it through a shortcode that transfer it to the Huntgroup and set Locale that way.

"Trying is the first step to failure..." - Homer

RE: Voicemail Pro 9.1.11 Language Selection Issue When Transferring Call $LOC

(OP)
So, Auto Attendant (main start) --> call flows (includes language select) --> transfer to shortcode (*xxx)? Shortcode path in VM Pro (XXX) --> transfer call to ext? And it will keep $LOC in queues?

Or you mean setup a shortcode for "spanish" selection and have the call route through there to set the locale based on previous locale setting set? If this is the case how do we determine which locale is set is there a condition or flag we can test?

RE: Voicemail Pro 9.1.11 Language Selection Issue When Transferring Call $LOC

The shortcode needs to have Locale set to the Language you want VM Pro to use for queue messages.

For example you have default language set to English.
The huntgroup has extension 1001.

First set $CP1 to 1001
If they select Spanish add 1000 to $CP1
Then transfer to $CP1

SC 2001
Feature Dial Extn
TN 1001
Locale Spanish

This way all messages for the rest of this call will use be in Spanish.
If they select English it transfers to 1001 and uses default language.

"Trying is the first step to failure..." - Homer

RE: Voicemail Pro 9.1.11 Language Selection Issue When Transferring Call $LOC

(OP)
We thought it may have to be two separate call paths for English and Spanish for queues :(

Was looking for something more elegant but, okay that answers my question.

Thank you!

RE: Voicemail Pro 9.1.11 Language Selection Issue When Transferring Call $LOC

Sadly, whilst the IP Office can pass preferred language info to the voicemail server, it doesn't work the other way. So the folks are right, once the call come back to the IP Office, any future use of voicemail is back into the system's default language unless you set something different via the short code/incoming call route/user.

Stuck in a never ending cycle of file copying.

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