Using the Language I/O Incidents Extension for Oracle BUI

The purpose of this article is to show the workflow of an agent who uses the Language I/O plug-in to respond to a ticket in OSC Incidents.

How it works

1. Agent Queue – A new incident arrives in your queue (the layout may vary depending on your configuration).
   
2. New Incident in need of translation – Opens the incident. From the Subject in the Summary tab, you see that it is in a language that you do not speak.
   • Make sure that “Language” is set to the expected end user's language. If not, select the appropriate language and click Save.
   
3. Language I/O Tab – Click on the Language I/O tab instead of the Messages tab. The editor launches automatically. 
   
4. Translate – Click Translate next to the customer message.
   
5. Translation into agent language – A successful translation appears immediately below the original end user message. If you are not satisfied with the translation, there is a Retranslate option that can generate a new translation by a different machine translation engine.
   
6. Write agent response – Enter a response in the text editor. This is very similar to the editor in the "Messages" tab.
   • If there is untranslated standard text to add, you can do do it at this point via the hotkey (not sidebar). It will be translated inline with the rest of your text.
   
7. Translate agent response - When you finish, select Translate Input above the editor window. A translation is generated:
   
8. Send to Messages Tab - If the translation is satisfactory, click the Send to Messages tab. This takes you to the regular "Messages" tab, where you can conclude the incident response flow as you would without translation. You can see that your text now automatically populated in the end user's language:
   
9. Save and Close - You may continue to edit, add links and images, add standard text. When the message is ready, click Save and Close to send the response to the end user.
   

Additional Features

Standard Text

You can use a hotkey to add untranslated standard text from the Language I/O tab in see Step 6 so that it is translated with the rest of your message. Pre-translated standard text can be added after step 8 above, when the translated agent response is back in the default Messages tab. 

To define your hotkey:

• Windows: Press F8 and enter hotkey
• Mac: Hold Fn & select F8 on ribbon, enter hotkey

Partial Translation

If needed, you can translate just relevant pieces from the end user's message. To do so, highlight the relevant part of the message, then click Translate.

Potential Error Messages 

• Couldn't get custom field `[...]`: [...] Verify that the `languageField` value for your profile's LIOConfig object is set correctly.
  The end user or agent language is not set or both are set to the same value. Select another option for the end user or agent language from the drop downs, click Save and try again.
• Can't load Language I/O. Save the incident and try again.
  If you create an incident and navigates to the Language I/O tab before the incident is saved for the first time, the plug in does not load. Save the incident and try again.
• Translation failed: Couldn't create LNThread to store the original agent message. Verify that your profile has LNThread permissions.
  If you do not have LNThread permissions, you cannot translate end user messages or send agent messages. This is because the Language I/O plug in cannnot store the intermediate data. Contact your OSC Administrator to adjust permissions.
• The translation succeeded, but we couldn't create an LNThread to store the translation. Verify that your profile has LNThread permissions.
  If you do not have LNThread permissions, you cannot translate end user messages or send agent messages. This is because the Language I/O plug in cannnot store the intermediate data. Contact your OSC Administrator to adjust permissions.
• Translation failed: Could not access Language I/O server. Verify your server URL and credentials and try again.
  There are missing or incorrect credentials for the Language I/O server in the CUSTOM_CFG_LIO_CREDENTIALS custom configuration object, or it is trying to hit a server for which the organization is not set up. Contact your OSC Administrator and support@languageio.com.
• Couldn't get credentials. Verify that `CUSTOM_CFG_LIO_CREDENTIALS` exists.
  The Language I/O API credentials are not set up for the site. Contact your OSC Administrator and support@languageio.com.