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Language Call routing?

  • November 3, 2023
  • 7 replies
  • 0 views
Jamie27

Hi, I'm working for a company that deals with calls from different countries in the EU, we have Customer support staff who can all speak different languages. 

 

I'm looking for information about how to route calls based on customer language and customer support agent languages spoken.

Can we route calls based on incoming dialing code e.g. +44 routes to English speaking customer support agents? 

      7 replies

      G
      • Gabriel32
      • November 5, 2023
      Hi Jamie,
       
      I'm afraid it is not possible to route calls based on the incoming dialing code and routes to specific English support agents. However, for language support, you may consider IVR Routing, this allows end-users more control over which support they want to reach.

      You need to create a group for all the agents with that language skill. Then, setup a Level menu in IVR, asking the caller to dial a specific option if they need to speak to that specific group. This Level should contain, in Action, Group and, in the Routing group, the name of the group that contains the agents with that language skill. 
       
      You can also find detailed information on this in the following article: Routing incoming calls with IVR

      I hope that helps. Thank you!
       
        Cassie16
        • Cassie16
        • March 14, 2024

        We have bilingual phone agents. How would an agent know if they're receiving a call in English or Spanish?

        Ivan33
        • Ivan33
        • March 15, 2024
        Hi Cassie Salgado,
         
        Thanks for reaching out! Echoing to what Gab R. said on the above comment here. You need to set up IVR Routing, this allows end-users more control over which support they want to reach.
         
        You need to create a group for all the agents with that language skill. Then, setup a Level menu in IVR, asking the caller to dial a specific option if they need to speak to that specific group. This Level should contain, in Action, Group and, in the Routing group, the name of the group that contains the agents with that language skill. 
         
        Once set up has been done, all incoming calls will be defined by the IVR option customer's chose, for example "Press 1 for. Englsh" automatically all calls incoming that is set to that Language group will be routed to the associated language skill of the agent.
         
        You can also find detailed information on this in the following article: Routing incoming calls with IVR
        Cassie16
        • Cassie16
        • March 16, 2024

        Ok we do have that set up for French, but those agents only answer French calls. With this method, would a bilingual agent be able to see the type of caller (based on group?) and answer in the correct language?

        Ivan33
        • Ivan33
        • March 19, 2024
        Hi Cassie Salgado, 
         
        I would suggest, creating a group for bilingual agents, so that either of the their supported language, you can filter whatever language thay can take, and add an IVR for their supported language, (French, English) for example. 
         
         
        Cheers! 
        H
        • Hailey11
        • May 23, 2024

        Has anyone found a workaround for the issue that @cassie16  was having? I want the agent to see which option the caller selected so we can use a different greeting. For example, if a caller selects ‘service in English’ I want our bilingual agents to answer in English.

        Gabriel22
        • Gabriel22
        • February 20, 2026

        We’ve been using CloudTalk integrated with Zendesk to handle exactly this, and it’s been working really well for us.
         

        We just set up simple routing rules in CloudTalk based on where the call is coming from. So for example, calls from +44 go straight to our English-speaking support group. No complicated setup or custom development needed.
         

        It’s basically just defining the rule and assigning the right agents to the right language groups. Once that’s done, it runs automatically and saves us a lot of transfers between teams.

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