Creating a Language Pack

This article provides a step-by-step guide on how to utilize the language pack feature found in your Skill Settings.

  1. Navigate to the main page and select Multimedia Configuration > Multimedia Skills > Skill Settings.

You can access Skill Settings by adding a new skill or by selecting the ellipsis next to an existing skill.

  1. Once in the Skill Settings window, you will see the Language Pack value and be given a couple options.
    a. If you select the dropdown menu, you will see that this feature now provides six languages to choose from: English, Spanish, Italian, Portuguese, French, and German.
    b. If none of these language options are helpful, you can select the ellipsis button next to the Language Pack value to insert recordings of your own language version. The ellipsis button can also help to further specify this value with an existing language.
  2. When selecting the ellipsis button, the Manage Language Packs window will appear.
    a. You can select the “Import” button to import any pre recorded language recordings you would like to insert. The extension for the import option is .xlp.
    b. You can also select the “Add” button to add a new language pack.
  3. When selecting the “Add” button, the Create New Language Pack window will appear.
  4. Enter in the title of your language pack.
  5. Select which language rules you would like your language pack to follow. This communicates which audio segments need to be recorded for the language you’ve selected. All potential recording scripts will be displayed in the language you’ve selected.
  6. Adjust the audio trimming if necessary by selecting the Audio Trimming option. When you import audio or record audio from your microphone, you’re naturally going to have silence at the beginning and at the end of the recording. This feature programmatically trims the silence from your recordings. When you click on the ellipsis next to the Audio Trimming feature, the Audio Detection Parameters window will appear.
    a. Trimming Enabled: By default, this setting is set to disabled. You can click the dropdown to set the trimming capability to automatic, manual, or leave it as disabled.
    b. Threshold: This puts a cap on what detectable sound is considered silence and what is considered usable sound in a recording. A higher threshold makes the trimming more aggressive. We recommend 20,000.
    c. Cutoff: This puts a cap on the spikes in volume you may experience in a recording. A lower cutoff makes the trimming much more aggressive.
    d. Padding (ms): This is the amount of silence cushion at the beginning and end of a recording. We recommend 100 milliseconds of padding.
    e. Trim All Audio Segments: When your trimming setting is set to manual, this button allows you to trim the silence down from any existing recordings according to the settings you’ve adjusted above.
  7. You will then go through and record the scripted phrases that the feature recommends. There are four buttons that provide different recording and script options.
    a. Phone Button: This will bring up your handset capture and allow you to select which phone (and agent) you would like it to ring. Select “Start Recording.” Once you’ve finished recording, the “Play” button will light up and you can press that to hit your recording. Click “OK” when you’re satisfied.
    b. File Button: This allows you to import pre recorded language recordings through your file system. Any file will work for this. Just select the file you would like to use and the feature will switch it to the right file for you.
    c. Microphone Button: This option will record through whatever microphone you have set up on your computer system. This will bring up a Microphone Capture window and show you the script of what you need to record. Select “Start Recording” to begin your recording, “Play” to hear what you’ve recorded, and “Save and Continue” to save your desired recording and continue to the next script. You can also select “Save” if you’re completely done recording.
    d. Internet Button: This will allow you to view an entire script for a recording at once.
  8. In addition to the scripted phrases, you can also record the number options as well.
  9. At the bottom of the Create a New Language Pack window, you will see an “Add Custom Audio” option. This will allow you to create custom audio messages that may not be listed above. (e.g.“We’re sorry we are experiencing higher call volume than usual.”) You can then distribute these custom messages to other people, and they can select from those custom messages.