Playing prompts in different languages

Prompts are displayed and played in the language set for the queue. You define the language in Queue Management > Queues > [queue] > Basics.

In internal calls, prompts are played to agents in their prompt language you set in User and Role Management > Users > [User] > Basics.

If you haven't set a language for users or queues, the default system language is used.

There are some exceptions to these principles:

• When a queue conversation is automatically forwarded to another queue, the second queue plays the prompts in a language defined for the first queue.

• If an agent picks a conversation from one queue and transfers it to another queue, the queue prompts in the second queue are played in the second queue’s language.

• If an agent’s presence profile directly forwards a call to a queue, and when the agent is called and they don't accept the call, the call is forwarded to the queue but the prompts are played in the agent’s prompt language.