When Do You Need a Language Group?

The language group (also called “pack”) is needed in the following three situations:

• In only two types of steps: The Media steps and the Create Generated prompt step require a language group. The other Cisco Unified CCX script steps are not affected by the language you are running or have installed.

  The Play prompt, the Extended Play prompt, the Voice Browser step, and the Recording step, these four script features are not affected by the language group since they do not need data from the language group.

• For system default treatment prompts when there is an error in your script: For example, if there is a script error, the system might play in the language corresponding to the call: “We are currently experiencing system difficulties, please call back later.”

  When you configure an application in the Cisco Unified CCX Administration web page, you have the ability to configure your own script to act as a default treatment script. But if your default treatment script has an error, then the system falls back on the system default treatment script.

  Store your default treatment prompt with the name unrecov_error in the user repository under the language you wish.

• For system retry prompts when there is a user-input error: During a retry attempt, some system prompts are played back. For example, if you entered invalid digits or are timed out, the prompt will tell you that and ask you to retry. The Cisco Unified CCX script steps get these prompts from the installed language group. If you do not have a language group installed, then the script plays the prompt in US English.

  You can circumvent this behavior in an application by configuring those steps to not do the system retry but rather do a retry that you yourself create. That is one way you can customize your application to work without a language group.

  For example, take the Get Digit string where you want to collect a social security number. If you configure the Get Digit string to do a retry, for example to do two attempts and after two attempts fail, when it fails, the application will prompt you with whatever prompt you create to re-enter your social security number.

  To disable the default retry script, you can set the MAX retry in the script to zero. In that case, the application will ask you the question only once, and if it fails, it will go into an error right away and implement your own retry by looping back to whatever prompt you have selected.