Turn on accent translation

Accent translation makes an agent’s accent softer, in English, for the caller, with a delay of less than one second. An admin turns it on per call queue; each agent turns it on for themselves. In a queue, a call is translated only when both switches are on and the caller’s language is English or not known. A call with no queue follows the agent switch and the caller’s language (see When it does not run below).

Before you start

• Queue switch: a role with the Channel settings permission. Agent switch: any user.
• Atender turns the service on. If it is not on, the queue’s Accent translation switch does not show. Contact Atender support.

Steps

Part 1: Turn it on for the queue (admin)

1. Open Settings → Voice.
2. Select the phone number in the sidebar.
3. Open the Queues tab.
4. Select the queue in the Queues list. The Queue details panel opens.
5. Turn on the Accent translation switch.
6. Click Save changes. The message Queue updated shows.

You can also reach the same queue list from Call queues and hold music, under Workspace in the Settings → Voice sidebar.

Part 2: Turn it on for yourself (agent)

1. Open Settings → Preferences, in the Personal section of the sidebar.
2. Go to the Workflow section.
3. Turn on the Accent translation switch. It saves at once.

The switch shows only after an admin has turned accent translation on for at least one queue. While your switch is on, AI noise suppression does not run on any of your calls, translated or not.

Verify it worked

• Queue: open the queue again. The switch is on.
• Preferences: the switch shows under Workflow, and it is on.
• Call: call the number, reach that queue, and answer in the browser. The caller hears a softer accent.

When it does not run

• The agent’s switch is off.
• The call came through a queue with the switch off.
• The caller’s language is known and not English. A Language Selection node, or the flow’s language, records it.
• The Agent Stack handles the call.
• The agent answers in the mobile app.

A call with no queue (outbound, consult, a flow that dials one agent) is translated when the customer’s language is English, or unknown and the customer last came through a queue with the switch on.

Public API

Set it on a call queue with accentTranslationEnabled on PATCH /api/v1/voice/call-queues/{id}. The accentTranslationEnabled field on a phone number is deprecated and ignored.

Troubleshooting

• Symptom: The switch is not in Queue details. Fix: Atender has not turned accent translation on. Contact Atender support.

• Symptom: The switch is not in Preferences. Fix: No queue has it on. Ask an admin.

• Symptom: The caller hears the usual accent. Fix: Make sure that both switches are on. Then go through the list in When it does not run.

See also

• The Voice channel
• Set up a call queue
• Set your personal preferences