Is it possible to route agent based on Accent. If the caller is US accent then US agent. US caller with Europe accent then Europe Agent from AVAYA ?

Hi.

On the OD you can design an IVR but the selection has to be performed via DTMF or voice recognition.

You would need a means to detect an accent from the caller, which might be a function a speech server might be able to provide. So first you need to determin if there is a speech server that intergrates with Experience Portal that can provide this service. We do not keep up with the capabilities of the speech servers that integrate with Experience Portal to know if one or more of them have an accent detection service available. If you can find that inforamtion the secondary question is how might that incdication be passed back to Experience Portal (presumably some form of indication from an array of possiblities) - I am not sure what these mechanics might be. You would also have to give the caller a reason to provide enough speech input that an algorithm could make a fairly accurate determination.

An alternative which is regularly used is to look at caller ID information (assuming it is E.164 format) and use country code as a reference point. The actual routing to sepate destinations is relatively straightforward