Offer callers a language choice

If many of your callers speak another language, you can give them a full phone menu (IVR) in that language. The setup is two menus, one per language, linked by a key that switches from one to the other.

Some labels in your portal or apps may look slightly different from this guide.

How it works

Your phone number rings the menu in your main language. Its greeting offers the switch near the start, for example "Para español, oprima uno." Pressing that key moves the caller to the second menu, which has its own greeting and the same options in the other language. The second menu has a key to switch back.

Before you start

Record two greetings, one in each language. Each greeting should list every option in its own language and say which key switches languages. Build your main phone menu shows how to record a greeting from a desk phone.

Set up the two menus

1. 1
   Step 1:

   Build the main language menu

   Create a standard menu with your main language greeting, say English on menu 500. Set up its keys as usual, but keep one key free for the switch. Key 1 is a common choice.

2. 2
   Step 2:

   Build the second language menu

   Create a second standard menu, say Spanish on menu 501, with the Spanish greeting. Give its keys the destinations those callers need, usually the same ones as the first menu, and keep the same key free.

3. 3
   Step 3:

   Link the menus

   In menu 500, set the switch key's Destination Type to IVR and the destination to 501. In menu 501, point the same key back to 500.

4. 4
   Step 4:

   Match the system prompts (optional)

   On each key in the second menu, open More Options and set Language, so recorded system prompts after the menu play in that language where your system has them. Ask support which languages are available.

5. 5
   Step 5:

   Point the number at the main menu

   Make sure your phone number goes to the main language menu. If it doesn't, ask CallSprout support to point it there. Change where a phone number rings lists what to send.

6. 6
   Step 6:

   Test both paths

   Call in, switch languages, try a few keys, then switch back.

Another way to set it up

Some companies prefer a short first menu that only asks for a language, such as "For English, press 1. Para español, oprima dos." Each key then leads to its own full menu. This adds one step for every caller, but it keeps both main greetings shorter. Build it the same way: three standard menus, with the first one's keys pointing to the other two.

Keep them in sync

When you change a destination in one menu, check whether the other menu needs the same change. If you add a third language, give each menu a switch key for it, or use the first menu approach above.