Installing Language IO Incidents in OSC BUI

The purpose of this article is to guide Oracle Service Cloud administrators through the installation and configuration of the Language IO extension for Incidents translation in the Oracle BUI (Browser User Interface).

In this article: 

1. Installing the Language IO Extension Zip
2. Assigning Profiles
3. Creating a Language IO Status Custom Field
4. (Optional) Creating a Custom Language Field
5. Importing and Deploying the Language IO Custom Object
6. Adding the Extension to Incident Workspaces
7. Setting the Server Configuration Settings
8. Downloads

Installing the Language IO Extension Zip

1. Download the "LanguageIO_BUI_Incident.zip" file attached at the bottom of this article.
2. Go to Configuration > Site Configuration > Add-In Manager.
3. In the Ribbon, click New and select Agent Browser UI Extension.
4. Open the ZIP file that you downloaded in Step 1:
   
5. In the Ribbon, go to Details:
   
6. Enter the following:
   • Name: LanguageIO_BUI_Incident
   • Extension Type: Workspace
     
7. Check the following settings in the Extension Files area:
   • Set configs.json as the Configuration file
   • Set init.html as the Init file
     
8. Click Save. The LanguageIO_BUI_Incident add-in is now visible in the Agent Browser UI Extensions tree:
   

Assigning Profiles

Assigning profiles is the way you configure the add-in so that only certain users, or user categories, can use it. To assign profiles, follow these steps:

1. Select the LanguageIO_BUI_Incident extension the tree (see Step 8 screenshot above).
2. In the Ribbon, click Profile Access and enable the extension for:
   • all admins who will be editing extension configurations or workspaces, and
   • all profiles that will use the extension:
     
3. In the Ribbon, click Save & Close:
   

Creating a Language IO Status Custom Field

This field stores the status of the most recent translation attempt.

1. Go to Configuration > Database > Custom Fields.
2. Create a new folder called Language IO:
   
3. In the Ribbon, click New to create a new Custom Field:
   

4. Enter the following settings:

   • Name: Language IO Status
   • Data Type: Text Field
   • Column Name: in_status
   • Size of Field: 64

   

5. Set the visibility of the Custom Field to agents only. To do so, make sure that the Edit and Display boxes are checked in the Admin column boxes, and unchecked in the End-User column:
   
6. Click Save, then click Yes to save your changes:
   

(Optional) Creating a Custom Language Field

1. Go to Configuration > Database > Custom Fields.
2. Select the Language IO folder under Incident and click New to create a new field:
   
3. Enter the following settings:
   Name: Custom Language
   Data Type: Menu
   Column Name: linguistnow_locale
   
   The name you choose (In this example, "Custom Language") is visible to the agents, and can also be set to be visible to end-users (see Step 5 below). Remember this name: you need it to set the server configuration properties (see Chapter 7).
4. In Data Details:

   1. Add a Menu Item for every language that you want to support:
      

      Note: If you get an error message, click OK then refresh the page.
   2. Hover your mouse over each language and write down their ID:
       
      • Language IO will request the list of all languages & their numeric IDs.
      • You need the Language IDs to set the server configuration properties (see Chapter 7).
5. (Optional) Under Interface Visibility, you can make the Custom Language values that you set in Step 3 visible to end-users by checking the boxes highlighted in the following screenshot. If you do this, end users see a drop-down with each option in the customer portal. This allows them to select their preferred language themselves.
   
    

Importing and Deploying the Language IO Custom Object

1. Download the "LNThread.zip" file attached at the bottom of this article.
2. Go to Configuration > Database > Object Designer
    
   1. If you do not see the Object Designer option in the Database menu, add it as follows:
      
       
   2. Click the gear icon in the Configuration menu to customize the menu list:
      
   3. Search for Object Designer. Add it to your Database menu:
      
3. In the Ribbon, click Import. Import the .zip file. Answer "Next" to all prompts.
   

4. Click Save.

   Note: If you get an error message, click OK.
5. In the ribbon, click Deploy and check Deploy Immediately:
   
   

Depending on site usage, the installation may take between a couple minutes to a day. You can continue to work on the installation while this occurs, but you cannot use the Language IO extension cannot be used until the custom objects are deployed.

Check your inbox for an email like the one shown below that lets you know when the deployment is complete:


If you get the following errors, exit the and start the import process again.


 

After the objects have been deployed

1. Click on Extra Options.
2. Enable all LNThread permissions for any agents who will use the extension. 
3. Click Save.
   
    

Adding the Extension to Incident Workspaces

1. First, log out of the Oracle Service Cloud Desktop application, then log back in.
2. Go to Configuration > Application Appearance > Workspaces / Workflows
   Open the desired workspace to edit it.

Add the Required Fields and Custom Fields

1. Create a new tab.
   • Make sure to check first that a Language IO tab does not already exist.
2. In the Ribbon, go to the Design tab and click Add Tab
   
3. Move the tab to the desired position:
   
4. Rename the tab to Language IO.
5. In the Ribbon, go to the Home tab and click the Text field:
   
6. If you want to to create two fields side by side, create a table first to house these fields:
   
7. In the Ribbon select the Insert Field tab. 
8. Drag the Custom Language field, then the Language IO Status field into the top row of the Language IO tab:
   

Add the Extension

1. In the Ribbon, select the Insert Control tab.
2. Drag the "LanguageIO_BUI_Incident" extension from the "Agent Browser UI Extensions" group into the "Language IO" tab.
   
   
3. Select the LanguageIO_BUI_Incident extension within the tab
4. In the Ribbon, go to the Design tab.
5. Click Table Cell and select Increase Column Span.
   
6. Click Position and select Fill Cell
   
    
7. Click Size and set the  Height to 700.
   You might see an error. This is due to a bug in Oracle.
   

Add the Workspace Rule

1.  In the Ribbon, select Home, then click Rules
   
    
2. Click Add Rule and create a rule with the following settings:
   1. In the Triggers tab:
      1. Click Add next to the A named event fires rule
      2. Click named event -> enter switch_to_messages_tab in the pop-up
      3. Click OK to save the rule name
         
   2. In the Then Actions tab:
      1. Click Add next to the Focus a Tab rule.
      2. Click Tab.
      3. Select the Messages tab set.
      4. Click OK to save the rule.
         
   3. In the Properties tab:
      1. In the Rule Name field, enter a name for the rule, for example "Language IO - Switch to Messages Tab".
      2. Click Finish, then OK
      3. Click Save & Close to save and close the workspace.
         

Setting the Server Configuration Settings

1. Go to Configuration > Site Configuration > Add-In Manager > Agent Browser UI Extensions > LanguageIO_BUI_Incident > Profile Access:
   
2. Set the appropriate values for each relevant profile:
   • agentLanguage is the numeric ID of the language that agents will use. The default is 1, which represents English for default Language field users. For custom language field users, use the ID for the language agents that you defined earlier.
   • languageField is the name of the field Language IO will use to determine agent and customer languages. The default pulls from Oracle's Language field. For custom language field users, enter the Name value that you defined earlier.
   • languageioLogin - Your Language IO Customer Success Manager will give you the value for this field.
   • languageioUrl is the address of the Language IO translation server. The default is https://golinguist.com. Your Language IO Customer Success Manager will let you know if you should change this value.
   • qualityRatingType: If set to 0 no quality rating flags appear for translated messages. If set to 1 then a quality rating flag will appear next to translated customer messages
   • wordcountThreshold: defaults to 0, if this is set to a number greater than 0 there will be an alert verifying if the agent wants to continue when an incoming message translation has a wordcount greater than the provided value

This example shows an installation that uses custom language fields.


If you want all profiles to use the same configuration, you can set the values for one and the profiles the apply it to all. To do this, set the necessary values, then:

1. Click Save (Not "Save & Close").
2. Click Apply and select Apply this configuration to all profiles and interfaces.

This applies the configuration that you set for the current profile and interface to all profiles and interfaces that are currently enabled.

Downloads