Multi-language Telephony/IVR

Overview

Telephony/IVR is a paid option for non-English languages at Ankota with some additional time and work. (The fee is a start-up fee, and not ongoing.) Several steps and a wait time are required for set-up. See below for the walkthrough of this process.

Requesting IVR/Telephony for a non-English Language

The first step in setting up a non-English language in telephony/IVR is to request it. This request is normally made during implementation to the implementation specialist. If the language is already available, this will be confirmed. If not, the process will continue. The request should allow for a minimum of one month processing time (starting from the creation of the client environment), preferably six weeks.

The next step will be to acquire the translations. This can be done one of two ways:

• Ankota provides a list of needed translations, and the organization provides those in return

• Ankota hires a paid translator (+ 1-2 weeks plus fee)

After the translations are acquired, this data will be integrated into the Ankota system. A new phone number will be used in order to access the additional language. This new number will be provided to the client.

Using IVR/Telephony for a non-English Language

To use the new language line, simply call the new phone number, then follow the audio prompts as usual. Caregivers will use the same user IDs and PINs.

Please note additional translations (of training material, dual-language meetings, etc.) are not available at this time.