Installing Language IO Chat 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 Chat translation in the Oracle BUI (Browser User Interface). 

In this article

1. Before you begin
2. Installing the Language IO Extension Zip
3. Creating the Language IO Status Custom Field
4. Creating a Custom Language Field
5. Deploying the Language IO Custom Object
6. Adding the Extension to Interaction Workspaces
7. Server Configuration Settings
8. Downloads

Before you begin

The Language IO BUI Chat add-in is only compatible with OSC version 21A or above.

Check your OSC (Oracle Service Cloud) site version before you try to install the Language IO BUI Chat add-in. The following screenshots show how to check the version (Go to File > Help > About). The OSC version in this case is 21A, which is compatible with the Language IO BUI Chat add-in:

If your OSC version is lower than 21A, contact your Oracle representative to generate a new site for you that runs the latest version.

Installing the Language IO Extension Zip

1. Download the "LanguageIO_BUI_Chat.zip" file attached at the bottom of this article.
2. Go to Configuration > Site Configuration > Add-In Manager.
3. In the Ribbon, click New.
4. Click Agent Browser UI Extension and open the ZIP file that you downloaded in Step 1.
5. As "Extension Type", select "Workspace".
6. Set the Init File to "init.html", and the Configuration file to "configs.json".
   • If you do not see the option to set the configuration file, this means that you are on an older version of OSC. Follow this article to install the legacy version of the extension.
7. In the "Profile Access" tab, enable the extension for all admins who will be editing extension configurations or workspaces, and for all profiles that will use the extension.
8. In the Ribbon, click Save & Close.

Creating the Language IO 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.
2. Create a new "text field" type incident field (1).
3. Choose a relevant name for your field. This is only visible to agents.
4. Set the "Column Name" to ln_status (2) (spelled with lowercase 'L').
5. Enter "Data Details" (3) as shown in the screenshot.
6. Set the field to be visible to "Admin" only (4).
7. Save the custom field.

Creating a Custom Language Field

1. Give the Custom Field a relevant name (1). This is visible to agents, and optionally to your end-users. Write down this value. You need it to set the server configuration properties.
2. Create a new "Menu" type incident field (2).
3. Add all desired languages under "Menu Item".
4. Hover with your mouse over each language and write down their IDs (3).
   1. Language IO will request the list of all languages & their numeric IDs.
   2. You need the Language IDs to set the server configuration properties.
5. To display this value to your end-users, check this box (4). When it is checked, the UI for end-users contains a drop-down menu that lets them select their preferred language themselves.
   

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.
3. In the Ribbon, click Import and import the ZIP file (Answer "Next" to all prompts).
4. In the Ribbon, click Save, then Deploy. Select Deploy Immediately.
   • Depending on site usage, deployment may take between a few minutes and a day. You can continue to work on the installation while this occurs, but you cannot use the extension until the custom objects are deployed.
5. After the objects are deployed, go to "Extra Options" in the Ribbon and enable all LNThread permissions for all agents who will use the extension.

Adding the Extension to Interaction Workspaces

1. Log out of OSC completely, then log back in. This gives you access to the extension.
2. Go to Configuration > Application Appearance > Workspaces/Workflows and open the workspace you want to edit.

Add the Required Fields and Custom Fields

1. Create a new tab and give it a relevant name, for example "Language IO".
2. In the Ribbon select the Insert Field tab.
3. Drag your language field (Language, or the name of your Custom Language field from chapter 4) 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_Chat" extension from the Agent Browser UI Extensions group into the Language IO tab.
3. Select the extension within the tab and open the Design tab of the Ribbon.
4. Click Table Cell > Increase Column Span and Position > Stretch Across Top. The size of the visible space when you perform this step determines the minimum size of the extension.

Set the Chat Options

1. In the Ribbon, go to Home > Workspace Properties > Options.
2.  Make sure that the option "Create/associate related incident at the beginning of a chat (if one does not exist)?" is set to "Yes".

Server Configuration Settings

1. Go to Configuration > Site Configuration > Add-In Manager > Agent Browser UI Extensions > LanguageIO_BUI_Chat.zip > Profile Access.
2. Set the appropriate values for each relevant profile.
   • If all profiles use the same configuration, you can set the values for just one and then select Configuration > Apply > Apply this configuration to all profiles and interfaces. This applies the configuration for the current profile and interface to any rofile & interface that is already enabled.

• agentLanguage: This is the numeric ID of the language that agents use. The default is 1, which represents English for default Language field users. If you use Custom Language field, use the ID of the languages that you defined in chapter 4.
• languageField: This is the name of the field that Language IO uses to determine agent and customer languages. The default is default, which pulls from the Oracle Language field. If you use Custom Language field, enter the name that you defined in chapter 4.
• languageioLogin: This value is typically set by your Language IO Customer Success Manager. If not, they will let you know what value to use.
• languageioUrl: Leave this value as https://golinguist.com unless otherwise instructed.
• qualityRatingType: Indicates whether or not agents are allowed to 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.

Downloads