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Installation of Language I/O Chat in Oracle Service Cloud

This article is intended for Oracle Service Cloud administrators responsible for installing and configuring the Language I/O Chat add-in for automated chat translation. Additional configuration must be completed by your Language I/O Representative to connect you with translation providers.


1. Import and Deploy the LNThread Object
The import zip contains the LNThread Custom Object, which holds translation information.

1. Download the "LNThread.zip" file attached to this article.
2. Navigate to Configuration -> Database -> Object Designer.
3. Click "Import" on the Home Ribbon and import the .zip file.
4. Click "Save", then "Deploy". The object may take a while to deploy.


2. Add the Language I/O Status Field

This is required by Language I/O for the storage of translation status. It will contain the translation status of the thread most recently sent for translation.

1. Navigate to Configuration -> Database -> Custom Fields and select Incident.
2. Create a new custom field and configure it as shown.
status_field.png
Column Name: ln_status

Optional Step: Set Up Custom Locales
(This step is only required if you are using custom locales.)

1. Navigate to Configuration -> Database -> Custom Fields.
2. Create a new menu type incident field and set it up as shown, adding all desired languages.
3. Mouse over each language and record its ID. Language I/O will need a list of all Languages and IDs to set up translation vendors.

custom_field.png4. In Step 6, set Site_IncidentLocaleField to the Name that you chose for the custom locale field.
5. In Step 6, set Translation_SupportLocale to the ID value you recorded for your agent's language.

 

3. Install the Language I/O Chat Add-In

1. Navigate to Configuration -> Site Configuration -> Add-In Manager.
2. Install LanguageIO_Chat.zip. We will set add-in permissions later in the process.
3. Log out and back in to Oracle Service Cloud.

4. Update Workspaces
In this step we will add the Language I/O Chat add-in to a Chat workspace.
Warning: The profile(s) you use to edit any workspace with Language I/O Chat must have the Add-In enabled from the Add-In Manager. If a profile that does not have Language I/O Chat is used to edit the workspaces, the add-in will be removed without prompting.

1. Navigate to Configuration -> Application Appearance -> Workspaces / Workflows and find or copy the desired workspace.
2. Create a new tab. Drag in your Language field from Home -> Fields -> Incident Fields. Add the Language I/O Chat Add-In into the tab from Insert Control -> Agent Desktop Add-Ins and make the add-in auto-sized.
3. In the Home -> Workspace Properties -> Options menu, set the incident options as shown in the image below.chat_options.png
4. Save this workspace and assign it to the relevant profiles.
5. (Only if using Custom Locales) Add the Custom Language field you created to the chat workspace.


5. Grant Profile Permissions

1. Navigate to Configuration -> Staff Management -> Profiles and for each necessary profile, update the chat workspace.
2. You will also need to assign the appropriate chat queues to them; this is not covered because it will depend on your particular setup.
3. The Add-In requires the following permissions to function:
- Public SOAP API -> Account Authentication
- Custom Objects -> LNThread -> Read, Add/Edit
- Incidents -> Read, Add/Edit, Send Response, Delete
These can be enabled for each user profile, or for a single Add-In account/profile. If the latter, use the credentials for this account in Step 6  Site_OscSoapLogin.
 
6. Set the Server Configuration Properties
You only need to do this for the interface(s) that your agent logs into.

1. Navigate 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. If you are using built-in locales and your agents speak English, only Site_LinguistNowLogin need to be set manually. Your Language I/O Representative should have sent you a partial list of Server Configuration Properties - the rest can be left as their default.

2chat_scp.png
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 don't support HTML/RichText in your customer chat portal, you can uncheck this to send plaintext messages.
SendAutoresponder: If you're using interface locales, you should use OSC's built-in autoresponder. If you use custom locales, you can enable this to have the Chat Add-In send an autoresponder message on load. This message is determined by your specific consumer setup and the selected custom locale. Contact your Language I/O Representative to set up custom locale autoresponders.  

Site:
All Site properties are unique to your OSC instance and must be set the same for every profile. Using different values for these will prevent Language I/O Chat from working.
IncidentLocaleField: This should be left as default if you are using built-in locales. Otherwise, see "Optional Step: Set Up Custom Locales" above.
LinguistNowLogin: Your Language I/O Representative will set this value for you, or tell you what it should be.
LinguistNowUrl: This should be left as https://golinguist.com/linguistnow/resources/ unless otherwise directed.
OscSoapLogin: If this field is filled, the add-in will use the specified credentials to make all SOAP calls, avoiding the need to give agent profiles SOAP permissions. Credentials should be in the format username:password

Translation:
PreferredType: Currently, machine is the only option available for chat.
SupportLocale: This represents the language that the agent speaks. If you are using Oracle's locales, and your agent speaks English, this value will be 1. If your agent speaks another language and you do not know its ID, contact your Language I/O Representative. If you are using custom locales, see "Optional Step: Set Up Custom Locales" above.

 

7. Testing Chat
To safely test chat in production without receiving customer chats, please see this walkthrough.


Chat Version 2.0.7516.27538

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