Prerequisites and setup for configuring multilingual voice agents
To configure multilingual voice agents, ensure that you meet the following prerequisites:
- You have an active Dynamics 365 Contact Center license with the voice channel turned on.
- You have created and published a voice agent that supports multiple languages (for example, US English as a primary language and US Spanish as a secondary language) in the Copilot Studio that's associated with the Dynamics 365 Contact Center environment.
- Your voice agent should switch the language to US Spanish by using the User.Language system variable in the voice agent logic when the caller says "EspaƱol" or selects DTMF associated for the Spanish language selection. Likewise, it should switch the language to US English by using the User.Language system variable in the voice agent logic when the caller says "English" or selects DTMF associated for the English language selection when prompted for the language selection.
Note
See Configure and create multilingual agents to learn how to create a voice agent that supports multiple languages and provide localization for the secondary languages.
- Two phone numbers that you can associate with two different voice channels.
Setup in Dynamics 365 Contact Center admin center
To create a workstream with type Voice, open the Dynamics 365 Contact Center admin center and then follow these steps:
- Select Workstreams from the left menu.
- Select + New workstream from the upper menu.
- On the Create a workstream dialog, enter Voice WS for the Name.
- Select Voice from the Type dropdown menu.