Language routing is a combination of Skill-Based Routing and language selection within the call flow. Without language routing, additional call flow elements are needed, such as Clock and Router modules for each language.

In this example, a Contact Centre offers callers the option to speak with English, Welsh or German-speaking Agents. To accommodate this, three dedicated numbers are announced to customers.

Language Routing Process

1. Calls received on a Voice Channel are first routed to a Clock module to check the opening hours of the Contact Centre.
2. After the Clock module, the call is routed to a Router module, where all Agents are assigned.
3. Based on the Voice Channel used:
   • Calls to the English Voice Channel are routed to Agent-2 or Agent-4.
   • Calls to the German Voice Channel are routed to Agent-3.
   • Calls to the Welsh Voice Channel are routed to Agent-1.

Configuring Language Routing

To enable Language Routing, the following items must be created:

• The Welsh and German languages must be set up.
• Create the Skills: English, Welsh, and German. The Skill names must match those configured in the PABX system.
• Ensure the Minimum Skill Score is correctly entered in the Router settings.
• Assign language Skills to Agents with a rating that meets or exceeds the Minimum Skill Score.

Once these steps are completed, the Voice Channels can be linked to the Clock, and then the Clock can be linked to the Router.

Setting Up Language Routing

1. In Explorer > Phone & Text > IVR Channels, select the IVR Channel for German.
2. Click Edit.
3. Click Next Module, opening the Next Module Properties window.
4. In the Module field, select Clock from the pull-down menu.
5. In the Clock field, select the required Clock.
6. Select Alternate Language and choose German from the pull-down menu.
7. Repeat these steps for the Welsh Voice Channel, selecting Welsh as the Alternate Language.
8. For the English Voice Channel, these steps can be repeated, but the Alternate Language does not need to be set if English is already the default.

Once the Voice Channels are correctly linked to the Clock (with the appropriate language selection), the Clock must be linked to the Router:

9. In Explorer > Voice > Clocks, select the appropriate Clock and click Next Module.
10. In the Edit Link window, select Router in the Module field.
11. Select the required Router from the pull-down menu in the Router field.
12. In the Parameter1 field, select Language.

By selecting Language in Parameter1, the system will check the language selection made during the call flow. Based on this selection, calls will be routed to the appropriate Agents who meet the required Language Skill.

Final Note

From this point forward, calls will be routed according to the language selection set in the connection between the Voice Channel and the Clock.