Genesys Cloud CX 1 WEM Add-on II or Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, or Genesys Cloud CX 4 license
When using a Genesys Cloud CX license, call recording must be enabled. For more information, see Enable policy-based recording.
When using a BYOC Premises telephony connection (Native and Extended Voice Transcription Services), the recordings must be dual channel and use one of the following codecs:
audio/PCMU
audio/PCMA
audio/L16
audio/opus
Genesys Cloud determines the media language for both inbound and outbound calls based on a defined set of rules. These rules maintain consistency across trunks, flows, and queues. The media language is used to support several voice features that depend on language configuration, including:
Voice transcription
Music on hold
Agent greetings
Transcript connector
AudioHook monitor
Genesys Cloud determines the media language for inbound calls in four stages. At each stage, the system evaluates configuration settings and updates the current language value based on the available context.
Click the image to enlarge.
Non-deterministic behavior
An agent can answer the call at any time, potentially interrupting the process during Step 3 or Step 4. In these cases, the final language value is the one active at the moment the agent answers the call. Future improvements will introduce safeguards to ensure this logic remains consistent, even when agents are immediately available in the queue.
Stage 1: Trunk
There are three possible call paths:
Direct call without an IVR flow or queue – The language is set to the trunk language.
Call with an IVR flow – Continue to Step 2.
Call routed directly to a queue – Continue to Step 3.
Stage 2: IVR flow
(Skip this step if the call is routed directly to a queue.)
The current language begins as the trunk language.
The system checks if the trunk language is listed among the IVR flow’s supported languages:
If yes: The current language remains unchanged.
If no: The language updates to the IVR flow’s default supported language.
If a Set Language action block exists in the flow:
If yes: The language updates to the value specified in the block.
If no: The language remains as set above.
Stage 3: Queue
At this stage, the current language may have been set by:
The trunk language
The IVR flow’s default language
A Set Language action from the IVR flow
If the call was routed directly to a queue, the starting value is the trunk language.
If a queue language is defined: The current language updates to the queue language.
If not defined: The previous language value is retained.
Stage 4: In-queue flow
The current language entering this stage may be set by:
Trunk language
IVR flow default language
Set Language action value
Queue language value
The system then checks whether the current language is supported by the in-queue flow:
If supported: The language remains unchanged.
If not supported: The language updates to the in-queue flow’s default supported language.
If a Set Language action is defined in the in-queue flow:
If yes: The language updates to the specified value.
If no: The existing value is retained.
Call initialization
Outbound calls begin through a trunk, with the initial language taken from the trunk language.
Queue check
The system checks whether the outbound call is associated with a queue and whether that queue has a defined language.
Language decision
If a queue language is defined: The queue language overrides the trunk language.
If no queue language is defined: The trunk language is used as fallback.
Summary for outbound calls
Every outbound call includes a defined language value. The selection priority is as follows:
