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Installation of Language I/O for Incidents in OSC BUI

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

Installation for the extension is performed in the desktop OSC application, not the BUI.

1. Install the Language I/O Extension Zip

  1. Download the "LanguageIO_BUI_Incident.zip" zip provided by your Language I/O Representative.
  2. Navigate to Configuration -> Site Configuration -> Add-In Manager.
  3. Click the New icon in the Ribbon, click Agent Browser UI Extension, and open the .zip you just downloaded.
  4. For Extension Type, select Workspace.
  5. Set the Init File to "init.html".
  6. In the Ribbon, click Save & Close.

2. Create the Language I/O Status Custom Field

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

  1. Navigate to Configuration -> Database -> Custom Fields.
  2. Create a new text field type incident field (1).
  3. Choose an appropriate Name. This will only be visible to agents.
  4. Set the Column Name to ln_status (2) exactly.
  5. Enter the Data Details (3) shown in the screenshot.
  6. This field should not be visible to any category except Admin (4).
  7. Save the custom field.

bui_incident_lio_status.png

2b. Optional Step: Create a Custom Language Field

This step should only be completed if you will not be using Oracles built-in interface locales.

  1. Create a new menu type incident field (2).
  2. Choose an appropriate Name (1). The Name you choose will be visible to the agents and optionally your end-users. Record the value you chose; it will be used in Step 6c.
  3. Add a Menu Item for each language you will support. After saving, mouse-over each language and record its ID (3). Language I/O will need a list of all languages & their numeric IDs. You will need the IDs of the languages your agents will use in Step 6c.
  4. Optionally, you can display this value to the End-user (4). If you check this box, they will see a drop-down with each option in the customer portal. This lets them select their preferred language themselves.

bui_incident_custom_language.png

3. Set the Credentials for the Language I/O Translation Server

  1. Navigate to Configuration -> Site Configuration -> Configuration Settings.
  2. Click Search to open the default report. Then, in the Ribbon, select New -> Text.
  3. Set the Configuration Entry Information to the values below. You will have to manually enter the Key (1), CUSTOM_CFG_LIO_CREDENTIALS, and the Maximum Length (2), 100.
  4. Set the Value to the exact value given to you by your Language I/O Representative. This will be unique to your OSC site.

bui_incident_custom_configuration.png

4. Import and Deploy the Language I/O Custom Objects

The import zip contains the LNThread and LIOConfig custom objects, which hold translation information and per-profile extension configuration, respectively.

  1. Download the "BUI_incident_custom_objects.zip" zip at the end of this article.
  2. Navigate to Configuration -> Database -> Object Designer.
  3. Click Import on the Ribbon and import the .zip file, answering Next to the prompts.
  4. In the Ribbon, click Save, then Deploy, choosing to Deploy Immediately. Depending on site usage, this may take between a couple minutes and a day. You can continue to work on the installation while this occurs, but the extension cannot be used until the custom objects are deployed.
  5. After the objects are deployed, go to Extra Options for each object:
    1. Enable all LNThread permissions for any agents who will use the extension.
    2. Enable all LIOConfig permissions for any admins who will configure the extension.

5. Add the Extension to Incident Workspaces

  1. First, log out of OSC completely and then log back in. This will give you access to the extension.
  2. Navigate to Configuration -> Application Appearance -> Workspaces / Workflows and open the desired workspace for editing. The following steps should be repeated for each Workspace that will contain the extension:

5a. Add the Required Fields and Custom Fields

  1. Create a new tab and name it appropriately, ex. Language I/O.
  2. In the Ribbon select the Insert Field tab and drag your language field (Language, or the name of your custom language from 2b) and the Language I/O Status fields into the top row of the Language I/O tab.

5b. Add the Extension

  1. In the Ribbon select the Insert Control tab and drag the "LanguageIO_BUI_Incident" extension from the Agent Browser UI Extensions group into the Language I/O tab.
  2. Select the extension within the tab and navigate to the Design tab of the Ribbon. Click Table Cell -> Increase Column Span and Position -> Fill Cell. Click Size and set Height to an appropriate value, such as 700.

5c. Add the Workspace Rule

  1.  In the Ribbon select the Home tab and then click Rules.
  2. Click Add Rule and create a rule with the following settings:
    1. Triggers -> click Add "A Named Event Fires", click named event, enter switch_to_messages_tab and click OK.
    2. Then Actions -> click Add "Focus a Tab", click Tab, select your messages tab and click OK.
    3. Properties -> Rule Name enter an appropriate name for the rule, such as "Language I/O - Switch to Messages Tab".
    4. Click Finish and then OK. Save & Close the workspace.

By default, the extension will attempt to translate messages using Oracle's built-in Language field, assuming an agent language of English (customer language is set on a per-incident basis).

If these defaults work for you, congratulations! Your installation is complete. See the end of the article for a link to the agent tutorial.

If you are using a Custom Language field, complete Step 6.

6. Optional Step: Per-profile Configuration Settings

In 6a and 6b we will complete the initial importing of the workspace and report needed to view and edit the per-profile configuration. In 6c we will set the configuration values.

6a. Import and Assign the LIOConfig Workspace

  1. Download the "LIOConfig_editor.xml" file at the end of this article.
  2. Navigate to Configuration -> Application Appearance -> Workspaces / Workflows.
  3. In the Ribbon click New Workspace and select Import Workspace from an Exported Workspace File.
  4. When prompted, select the file you just downloaded and continue selecting Next for the default options.
  5. Save & Close the workspace, naming it appropriately.
  6. Navigate to Configuration -> Staff Management -> Profiles. For each admin who will need to edit the configuration of the extension:
    1. Open the profile for editing.
    2. On the Interfaces (default) tab, scroll down to Workspaces / Workflows -> LIOConfig.
    3. Click the search button and find the workspace you just imported.
    4. Click OK and Save & Close the profile editor.

6b. Import the LIOConfig Report

  1. Download the "View_All_LIOConfigs.xml" file at the end of this article.
  2. Navigate to Analytics -> Reports Explorer.
  3. In the Ribbon, click New Report -> Import Existing Report Definition.
  4. Save & Close the new report and name it appropriately, ex. "View All LIOConfig Objects".

6c. Set Profile-Specific Settings

The LIOConfig objects contain the following fields:

  • ID: This is created by Oracle and not used by Language I/O.
  • profile: The profile to which the settings apply. The default is No Value. This object will apply to every agent unless overridden by another, profile-specific object.
  • serverURL: The address of the Language I/O translation server. The default is https://golinguist.com. Your Language I/O Representative will let you know if you should change this value.
  • languageField: The name of the field Language I/O will use to determine agent and customer langauges. The default is default, which pulls from Oracle's Language field. For custom language field users, enter the Name value from Step 2b.
  • agentLanguage: 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 will speak, determined by Step 2b.

If all profiles will use the same settings, you can create just one custom object with profile set to No Value:

  1. From the report you imported in 6b, click New -> LIOConfig.
  2. Fill in the needed values based on the descriptions above and click Save & Close.

If a particular profile needs different settings, you can add an additional object with the profile field set accordingly. If any fields are blank the extension will fall back to the No Value object for that field; if the field is blank in that object as well, the extension will use the default listed above.

In the current release, translation type is always machine, with machine retranslation.

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