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Installation of Language I/O Response within Oracle Service Cloud

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. 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 "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 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. Navigate to Configuration -> Database -> 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.png
Column Name: ln_status

 

2. 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 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.png

4. In Step 7, set Site_IncidentLocaleField to the name that you chose for the custom locale field.
5. In Step 7, set Translation_SupportLocale to the ID value you recorded for your agent's language.

 

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 and click on the New icon in the Home Ribbon. You will be prompted to upload the Language I/O Response add-in .zip file that is provided to you by your Language I/O project manager.
  2. Once the add-in is uploaded, select the Profile Access button in the Home Ribbon and grant profile-level and interface-level permissions according to who will need to use the Incident translation functionality.
  3. Select the Save & Close button in the Home Ribbon.
  4. Restart the Agent Desktop application as add-in changes won't register without a restart.

 

4. 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.

  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.
  3. While the Language I/O tab is selected in the Workspace editor, select Insert Control from the file menu.
  4. Scroll to the far right in the Home Ribbon and find Language I/O Response [Version] in the Workspace Add-Ins section.
  5. Drag and drop Language I/O Response add-in onto the blank tab you just created. 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. Click on the Save button.
  7. Navigate to the tab/area in your Incident Workspace where you will want the Language I/O translation status field to display to users.
  8. Select Insert Field in the file menu and find the new Language I/O Status field in the fields that are displayed.
  9. Drag the Language I/O Status field onto the Workspace where you want it to be displayed.
  10. Repeat 8-9 for the Language field (it may be named differently if you are using Custom Locales).
  11. Click on the Save button.

 

5. 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. Select Rules in the file menu and click on the Add Rule button in the Home Ribbon if no rules yet exist. If you already have rules, click on the Rules button in the Home Ribbon and select the Add Rule option in the Rules window that is displayed.
  2. In the Step 1 box of the Trigger tab of the Rules dialog, click on Add next to A Named Event Fires.
  3. In the Step 2 box select the Add option enter the text "switch_to_messages_tab" (without quotes) and then click OK.
  4. Click the Next button at the bottom of the Rules dialog until you get to the Then Actions tab.
  5. In the Step 1 box, click on the Add link next to Focus a tab.
  6. In the Step 2 box, click Add under This rule will and in the resulting dialog, expand the nodes until you are able to select the Messages tab or whatever the Messages tab is called in your Workspace. You will want this rule to take you to the tab where agents normally enter their responses.
  7. Click on Next until you are taken to the Properties tab and name your rule something related to Language I/O so users will recognize it. Then click the Finish button at the bottom of the dialog.
  8. Click on Insert Control in the file menu, select the button control and drag it down onto the Language I/O tab, above the blank area where the Language I/O add-in will display so the button is sitting above it, preferably aligned on the left-hand side.
  9. You can add label text such as "Load Language I/O" or use one of the image labels attached to this article. We provide a variety of sizes as well as the photoshop .psd source file so you can resize it yourself.
  10. Select the button and then select Rules in the file menu.
  11. Click Add to launch the Rule creation wizard.
  12. Under Step 1 on the Triggers tab select the Add link next to "A button is clicked."
  13. Under Sep 2 on the Triggers tab, click on the link beneath "Apply this rule when" and in the dialog that displays, select the Language I/O button and click on OK.
  14. Skip to the Then Actions tab and under Step 1, click the Add link next to "Execute an add-in action."
  15. Under Step 2, click on the link beneath "Then this rule will" and in the dialog that displays, select the Language I/O Response add-in and in the value field, enter the word "load" without quotes, all lower-case.
  16. Skip to the Properties tab and give this rule a name such as "Language I/O Load" or something indicating that this rule loads the add-in.
  17. Click on the Finish button in the Rules Wizard.
  18. Click Save & Close in the Workspace editor. 

 

6. 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
    - 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 7  Site_OscSoapLogin.


7. Server Configuration Properties

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

2incident_scp.png

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 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:
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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