Installation of Language I/O Incidents (Response) in OSC Desktop

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


1. Add the Language I/O Status Custom Field

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

  1. in OSC version 19D and earlier versions
    Navigate to Configuration -> Database -> Custom Fields and select Incident
    in OSC version 21A
    Navigate to Configuration -> Site Configuration -> Custom Fields and select Incident
  2. Create a new custom field and configure it as shown, then Save the field.
    This operation can take time. The add-in will not be operational until it is completed.
    status_field.pngColumn Name: ln_status , with a lowercase L.


1b. Set up Custom Locales

This step is only required if you are using custom locales

  1. in OSC version 19D and earlier versions
    Navigate to Configuration -> Database -> Custom Fields
    in OSC version 21A
    Navigate to Configuration -> Site Configuration -> Custom Fields
  2. Create a New 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.

  4. 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.


2. Import and Deploy the Language I/O Custom Object Definition

The import zip contains the LNThread Custom Object, which holds translation information.

  1. Download the 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.


3. Install the Language I/O Response Add-In Zip

In this section we will upload the Language I/O Response add-in into your Oracle Service Cloud instance and apply privileges to the profiles of agents who need to translate Incident content.

  1. Navigate to Configuration -> Site Configuration -> Add-In Manager.
  2. Click the New icon in the Home Ribbon and add the attached at the end of this article, then enable your own profile in the Profile Access tab and Save & Close. (We will add users and set Server Configuration Properties later in the process.)
  3. Restart the Agent Desktop application as add-in changes won't register without a restart.


4a. Add Language I/O Response & Status Field to the Incident Workspace

In this section we will add the Language I/O Response add-in to the Workspaces for agents who need to translate Incident threads. Secondly, we will add the Language I/O Status field to the Workspace.

  • The profile(s) you use to edit any workspace with Language I/O Response must have the Add-In enabled from the Add-In Manager.
  • If a profile that does not have Language I/O Response is used to edit the workspaces, the add-in will be removed without prompting.
  1. For each profile that you granted permission when you installed the add-in, open the associated Incident Workspace (Configuration => Application Appearance => Workspaces/Workflows).
  2. Create a new tab in the Workspace and label it 'Language I/O' or something that will easily identify the add-in to users, then navigate to Insert Control => Agent Desktop Add-Ins and drag the 'Language I/O Incident' Add-In into the tab.
  3. Drag and drop Language I/O Response add-in onto the blank tab you just created. 
  4. Navigate to the tab/area in your Incident Workspace where you will want the Language I/O translation status field to display to users, then select Insert Field in and drag in the Language I/O Status field.
  5. Repeat step 4 for the Language field (it 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. Next select Position => Stretch => Fill Cell.
    4. Finally, set the size to autosize.
    5. These steps may vary based on your version of OSC.
  7. Click on the Save button.

4b. Add Two New Rules to Workspaces

In this section we will add a rule to each Workspace using Language I/O that allows Language I/O to automatically switch over to the Messages tab within the Incident Workspace once the agent's translated response is ready to send. Secondly we will add a button and an associated rule that loads the add-in into the workspace.

  1. Navigate to Insert Control => Controls and drag a button into the top-left of tab containing the add-in. Name the button appropriately, ex. "Load Language I/O". You may have to adjust the table position of the add-in after adding the button.
  2. Open the Rules popup from the Home Ribbon.
  3. Click Add Rule and set up the Loading rule:
    1. Triggers: Add 'A button is clicked' and click the 'button' link, then select the Language I/O button.
    2. Then Actions:
      1. Add 'Execute an add-in action' and click the 'add-in action' link. Select the add-in and set the value to load.
      2. Add 'Hide an Object' and click the 'object' link. Select the Load Language I/O button.
    3. Name the rule appropriately in the Properties tab, ex. "Language I/O Load Add-In", and click Finish.
  4. Click Add Rule again and set up the Switch to Messages Tab rule:
    1. Triggers: Add 'A named event fires' and click the 'named event' link. Set the value to switch_to_messages_tab.
    2. Then actions: Add 'Focus a tab' and click the 'tab' link. Select the messages tab.
    3. Name the rule appropriately in the Properties tab, ex. "Language I/O Switch to Messages Tab" and click Finish.
  5. Click OK to save your changes, then Save and Close the workspace editor.

5. Grant Profiles API and LNThread Custom Object Permissions

In this section we will make sure that all agent profiles that need to use Language I/O have the correct permissions.

  1. Open the Configuration => Staff Management => Profiles report and perform the below steps for each profile that will have access to the Language I/O Response 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
    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.Depending on the Oracle Service Cloud version, you may have to adjust the Layout -> Position -> Fill Cell or Layout -> Size -> Autosize options to make the add-in to fill the space.

6. Server Configuration Properties

  • Navigate to Configuration => Site Configuration => Add-In Manager => => Profile Access => select the relevant profile and interface.

  • Color: 
    AgentMessage, AutomaticMessage, CustomerMessage, OtherMessage: These affect the status bar color for the various message types. You can use any color name from this list.
  • Config:
    MaxContentLength: Copy-pasting content from other programs can introduce large amounts of hidden content (text formatting like bolding, font sizes, etc.) that will cause the translation engine to truncate the translation.  If set, determines the max number of characters that are allowed in an agent message. Default is no limit.
  • SendEmail: This determines whether Language I/O will automatically send translated agent messages. If yes, clicking "send" on a translation will email it to the customer. If no, clicking "send" will move you to the messages tab so that you can review, modify, and add standard text and articles to the message before sending. Availability of this option depends on workspace configuration.
  • Site:
    All Site properties are unique to your OSC instance and should be set the same for every profile. Using different values for these will prevent Language I/O Chat from working.
  • LinguistNowLogin: Your Language I/O Representative will set this value for you, or tell you what it should be.
  • IncidentLocaleField: This should be left as default if you are using built-in locales. Otherwise, use the name of the custom locale field you created.
  • LinguistNowUrl: This should be left as 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:
    • AgentCanChangeTranslationType: This determines whether the agent can select the un-preferred translation type for outgoing messages.
    • AgentCanRequestRetranslation: This determines whether the agent can request a human re-translation for a customer message.
    • PreferredType:  This determines what type of translation Language I/O will prefer.
      • * machine - machine translation always preferred.
      • * hybrid - machine incoming, human outgoing.
      • * human - human translation always preferred.
    • RetranslationType: This determines the type used for retranslations, when the option is available.
      • * machine2 - an alternative machine translation engine is used.
      • * human - rapid human translation is used.
  • 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, use the ID visible when you mouseover the appropriate language in the custom field's data details section.
  • TranslationTypeLocales: Used in conjunction with AgentCanChangeTranslationType, this limits which languages the agent can change translation type for. If it is left blank or has an invalid list, the agent can choose the type or not depending on the AgentCanChangeTranslationType setting.
    To use this setting, give a comma separated list of which target languages the agents should be able to choose translation type for, i.e. 1, 2, 5


Language I/O Response version 2.0.7517.23756


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