Configure for mid-call language switch use case

  • 5 minutes

To configure for the mid-call language switch use case, follow these steps:

  1. Open Dynamics 365 Contact Center admin center.

  2. Go to the workstream that you created as part of the prerequisite steps.

    Screenshot of the Set up your voice channel page.

  3. Add a voice channel to the workstream with the primary language set as US English. Then, add US Spanish as a secondary language to the same voice channel.

    Screenshot of how to add multiple languages to the workstream.

  4. Add the multilingual voice agent that you created to this workstream.

    Screenshot of the multilingual voice agents added to this workstream.

  5. Dial the phone number that's associated with the voice channel, based on the voice agent logic, and then say "Español" to switch the language to US Spanish.

    The voice agent should speak the next prompt in US Spanish.

    When the voice agent switches the language to US Spanish, the transcription language of the conversation switches to US Spanish so that the remainder of this voice call transcription is shown in US Spanish.