Installing Language I/O Chat in OSC Desktop (.NET)

The purpose of this article is to guide Oracle Service Cloud administrators through the installation and configuration of the Language I/O extension for Chat translation. 

In this article

1. Creating a Language I/O Status Custom Field
2. (Optional) Creating a Custom Language Field
3. Importing and Deploying the Language I/O Custom Object Definition
4. Installing the Language I/O Chat Add-In
5. Adding the Add-in to Chat Workspaces
6. Granting Profiles API and LNThread Custom Object Permissions
7. Server Configuration Properties
8. Testing the Chat
9. Downloads

Creating a Language I/O Status Custom Field

This is a required field. This field stores the status of the most recent translation attempt. 

1. Go to Configuration > Database > Custom Fields and select Incident.
2. Create a new custom field. Configure it as shown below:
   
   
   Note: In "Column Name", enter ln_status (spelled with lowercase 'L').

(Optional) Creating a Custom Language Field

1. Go to Configuration > Database > Custom Fields. 
2. Create a New Incident field and set it up as shown. Add all desired languages:
   
3. Hover with your mouse over each language and write down their IDs.
   1. Language I/O will request the list of all languages & their numeric IDs.
   2. You need the Language IDs to set the server configuration properties (see Chapter 7 below).
      
4. Make sure to write down the name of your custom locale field and the ID value for your agent language. You need it to set the server configuration properties (see Chapter 7 below).

Importing and Deploying the Language I/O Custom Object Definition

1. Download the "LNThread.zip" file attached at the bottom of this article.
2. Go to Configuration > Database > Object Designer.
3. In the Ribbon, click Import. Import the ZIP file.
4. Click Save, then Deploy. The operation may take a few minutes.

Installing the Language I/O Chat Add-In

To upload the Language I/O Chat add-in into your Oracle Service Cloud instance:

1. Go to Configuration > Site Configuration > Add-In Manager.
2. Click New and add the "LanguageIO_Chat.zip" attached at the bottom of this article.
3. Enable your own profile in the Profile Access tab.
4. Click Save & Close. You can add users and set Server Configuration Properties later in the process.
5. Restart the Agent Desktop application to apply the changes.

Adding the Add-in to Chat Workspaces

You must now add the Language I/O Chat add-in to the Workspaces for agents who need to translate Chat threads. Then, you must add the Language I/O Status field to the Workspace.

Repeat the following steps for all profiles for which you granted permission when you installed the Add-in:

1. Go to Configuration > Application Appearance > Workspaces/Workflows > Language IO and open the relevant Chat Workspace.
2. Create a new tab in the Workspace. Label it with a user-friendly name, for example "Language I/O".
3. Go to Insert Control > Agent Desktop Add-Ins and drag the "Language I/O Chat" Add-In into the tab.
4. Go to the tab or area in your Chat Workspace where you want to show the Language I/O translation status field to users. Select "Insert Field in" and drag the "Language I/O Status" field.
5. Repeat Step 4 for the "Language" field.
   
   Note: This field may be named differently if you are using Custom Locales.
6. Ensure that the add-in will fill the tab:
   1. Select the add-in placeholder and navigate to the Design tab.
   2. Select Table >  Increase Column Span.
   3. Select Position > Stretch > Fill Cell.
   4. Set the size to autosize.
      These steps may vary based on your version of OSC.
7. Go to Home > Open > Workspace Properties > Options and set the "Related Incident Options" as shown below:
8. Click Save.

Granting Profiles API and LNThread Custom Object Permissions

Make sure that all agent profiles that need to use Language I/O have the correct permissions:

1. Go to Configuration > Staff Management > Profiles report and follow the steps below for each profile that requires access to the Language I/O Chat add-in.
2. The Add-In requires the following permissions to function:
   • Public SOAP API > Account Authentication: Session Authentication
   • Custom Objects > LNThread > Read: Add/Edit
   • Incidents > Read: Add/Edit, Send Response, Delete

You can grant the permissions for each user profile that need them, or for a single Add-In account or profile. For the latter, use the credentials for this account when you set the Server Configuration Properties (in Site_OscSoapLogin).

Server Configuration Properties

1. Go to Configuration > Site Configuration > Add-Ins > LanguageIO_Chat.zip > Profile Access.
2. For each profile that will use the add-in, enable the add-in and set the relevant Server Configuration Properties as described below.
   1. If you are using built-in locales and your agents speak English, you only need to set Site_LinguistNowLogin manually. Your Language I/O Customer Success Manager should have sent you a partial list of Server Configuration Properties - the rest can be left as their default.
   

• Color_:
  • AgentLanguage and CustomerLanguage: These affect the color of the agent and customer language translations of the chat messages. You can use any color name from this list.
• Config_:
  • SendAsHtml: If you do not support HTML/RichText in your customer chat portal, you can uncheck this to send plaintext messages.
  • SendAutoresponder:
    • If you use interface locales, leave this setting unchecked to use the built-in autoresponder in OSC.
    • If you use custom locales, check this setting to have the Chat Add-In send an autoresponder message when it first loads. The message is determined by your specific consumer setup and the selected custom locale. Contact your Language I/O Customer Success Manager to set up custom locale autoresponders.
• Site_:
  All Site properties are unique to your OSC instance and must be identical for every profile. If you use different values for these properties, Language I/O Chat may stop working.
  • IncidentLocaleField: Leave this as "default" if you use built-in locales. Otherwise, use the name of the custom locale field that you created (see Chapter 2).
  • LinguistNowLogin: This value is typically set by your Language I/O Customer Success Manager. If not, they will let you know what value to use.
  • LinguistNowUrl: Leave this value as https://golinguist.com/linguistnow/resources/ unless otherwise instructed.
  • OscSoapLogin: If this field contains credentials, the add-in uses these credentials to make all SOAP calls. This removes the need to give agent profiles SOAP permissions (see Chapter 6). Credentials should be in the format "username:password".
  • Site_IncidentLocaleField_UseLabels: Indicates the string label values for custom locale menu options are used instead of the numeric ID values, useful for using the same Language I/O consumer across multiple OSC sites where the custom locale menu options have different IDs.
• Translation_:
  • PreferredType:Currently, machine is the only option available for chat.
  • SupportLocale: This represents the language that the agent speaks. If you use the built-in locales in Oracle, and your agent speaks English, this value is 1. If your agent speaks another language, and you do not know its language ID, contact your Language I/O Customer Success Manager. If you use custom locales, see Chapter 2.
  • QualityRatingType: This indicates whether or not agents can provide quality rating feedback on translated messages they receive from the end-user. Set to 1 to enable a flag rating mechanism, or 0 to disable.

Testing the Chat

To safely test chat in production without receiving customer chats, see this walkthrough.

Downloads