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Installation of Language I/O Incidents in the 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 (Browser User Interface).
> Additional configuration must be completed by your Language I/O Representative to connect you with translation providers.
> If you are having a hard time reading the text in any of the pictures in this tutorial
   Right click / Save image as -> download it to your machine -> zoom in your app of choice
  0.1.JPG

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

 

1. Install the Language I/O Extension Zip

1.1 - Download the LanguageIO_BUI_Incident.zip - file provided by your Language I/O representative.
1.2 - Navigate to Configuration -> Site Configuration -> Add-In Manager
1.3 - Click the New button in the Ribbon
           Select Agent Browser UI Extension
           Open the .zip file provided by your Language I/O representative
       1.3.JPG

   Details view
   These changes will be made in the Details view:
   1.4.JPG

Enter the following:
Name: LanguageIO_BUI_Incident
Extension Type: Workspace
1.4_b.JPG

Choose these settings in the Extension Files area:
1.4_c.JPG
set the Init file to init.html
set the Configuration file to configs.json

Save
these settings 
Will cause the LanguageIO_BUI_Incident to show up in the Agent Browser UI Extensions tree
1.4_d.JPG

Profile Access view
Select the LanguageIO_BUI_Incident extension the tree as pictured above
Click
 the Profile Access button on the ribbon
Enable the extension for:
> any admins who will be editing extension configurations or workspaces and for
> any profiles that will use the extension
1.5.JPG

In the Ribbon click Save & Close
1.5_b.JPG


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 folder - name it: Language I/O 
    2.2.JPG
  3. Click the New button in the Ribbon / Home tab
    That will create a New Custom Field
    2.3.JPG
  4. Choose the following options:
    Name: Language I/O Status
    Data Type: Text Field
    Column Name: in_status
    Size of Field: 64
    2.4.JPG
  5. Make this Custom Field only visible to agents
    This field must not be visible to any category except Admin
    Interface Visibility:
    Admin -> Display & Edit
    End-User -> do not Display & do not Edit 
    2.5.JPG
  6. Save the Custom Field
    2.6.JPG


2b. Create a Custom Language Field

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

  1. Make sure you are still in the Configuration -> Database -> Custom Fields menu
  2. Highlight the Language I/O incident and create a New Menu type incident field
    2b.2.JPG
  3. Create a new menu type incident field (2).
    Name: Custom Language
    Data Type: Menu
    Column Name: linguistnow_locale
    2b.3.JPG
    The Name you choose (Custom Language) will be visible to the agents and optionally your end-users. Record the value you chose. This value will be used in Step6c where we are setting the server configuration properties.
  4. Data Details
    >
    Add a Menu Item for each language you will support. 2b.4.1.JPG
    > There is a chance you might get this error message.
        If you do -> hit OK -> Refresh
    2b.4.2.JPG
    > Mouse over each language added and record its ID
      2b.4.3.JPG
    > 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.
  5. Interface Visibility
    > Optionally, you can display the Custom Language value to the End-user.
    > If you check the boxes highlighted below, the end users will see a drop-down with each option in the customer portal.
    > This allows them to select their preferred language themselves.
    2b.5.JPG


3. Import and Deploy the Language I/O Custom Object

The import zip contains the LNThread custom object, which holds translation information.

  1. Download the LNThread.zip file at the end of this article.
    3.1.JPG
  2. Navigate to Configuration -> Database -> Object Designer
    If you are missing the Object Designer option in the Database menu
    3.2.JPG
    Then click the the gear in the Configuration menu to customize the menu list
    3.2_a.JPG
    Then do a search for Object Designer and add it to your Database menu
    3.2_b.JPG
  3. Click Import on the Ribbon and import the .zip file, answering Next to the prompts.
    3.3.JPG
  4. In the Ribbon, click Save
    If you get this error -> click OK
    3.4.JPG
  5. In the ribbon click Deploy
    Select the checkbox to Deploy Immediately
    3.5.JPG
    3.5_b.JPGDepending 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 Language IO extension cannot be used until the custom objects are deployed.

    Also be on the lookout for an email like this to let you know that the deployment was completed:

    3.5_d.JPG

    If for one reason or another you are getting a bunch of errors such as the ones below that you just can't shake -> then just exit out of the Oracle Service Cloud application and re-do the import of the LNThread.zip (step 3.3).
    3.5_c.JPG

  6. After the objects have been deployed
    Click on Extra Options and
    Enable all LNThread permissions for any agents who will use the extension 
    Then click Save
    3.6.JPG


4. Add the Extension to Incident Workspaces

  1. First log out of the Oracle Service Cloud Desktop application
    Choose Yes to sign out.
    4.1.JPG
    Then log back in -> this will give you access to the Language IO extension.
  2. Navigate to Configuration -> Application Appearance -> Workspaces / Workflows
    Open the desired workspace for editing.
    The following steps 4a, 4b and 4c should be repeated for each Workspace that will contain the Language IO extension.


4a. Add the Required Fields and Custom Fields

  1. Create a new tab (make sure to check first that a Language IO tab does not already exist)
    In Ribbon / Design tab -> Add Tab 
    4a.1.jpg
  2. Move tab to desired position:
    4a.2.jpg
  3. Rename tab to: Language I/O 
    In Ribbon / Home tab -> Text field 
    4a.3.JPG
  4. If you are going to create two fields side by side
    You will first need to create a table to house those fields
    4a.4.JPG
  5. In the Ribbon select the Insert Field tab 
    > Drag the Custom Language field then
    > Drag the Language I/O Status field into the top row of the Language IO tab
    The two fields above were created in step 2b of this document.
    4a.5.JPG


4b. 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.
    4b.1.v1.JPG
    4b.1.v2.JPG
  2. Select the LanguageIO_BUI_Incident extension within the tab then
    Navigate to the Design tab in the Ribbon.
    Click Table Cell -> Increase Column Span
    4b.2.v1.JPGClick Position -> Fill Cell
    4b.2.v2.JPG

    Click
    Size and set Height to 700.
    Because of a bug in Oracle - this will likely not take.
    4b.2.v3.JPG


4c. Add the Workspace Rule

  1.  In the Ribbon select the Home tab, then click Rules
    4c1_v1.JPG
  2. Click Add Rule and create a rule with the following settings:
    1. In the Triggers tab
      Click Add next to the A named event fires rule
      Click named event -> enter switch_to_messages_tab in the pop-up
      Click OK to save the rule name
      4c_2.JPG
    2. In the Then Actions tab
      Click Add next to the Focus a Tab rule
      Click Tab
      Select the Messages tab set
      Click OK to save the rule
      4c_2.2.JPG
    3. In the Properties tab
      In the Rule Name filed, enter an appropriate name for the rule
      such as "Language I/O - Switch to Messages Tab".
      Click Finish then
      Click OK then
      Click Save & Close the workspace.
      4c_2.3.JPG

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).


5. Set the Server Configuration Settings

Navigate to Configuration -> Site Configuration -> Add-In Manager -> Agent Browser UI Extensions -> LanguageIO_BUI_Incident -> Profile Access

Set the appropriate values for each relevant profile.

  • agentLanguage is 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.
  • languageField is the name of the field Language I/O will use to determine agent and customer languages.
    The default is default, which pulls from Oracle's Language field.
    For custom language field users, enter the Name value from Step 2b.
  • languageioLogin - the value for this field will be provided by your Language I/O representative.
  • languageioUrl is 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.

    Pictured below is an installation using custom language fields.
    4c_5.JPG

    If all profiles will use the same configuration, you can set the values for just one and then:
    Click the Save button - do not close then
    Click the button Apply -> Apply this configuration to all profiles and interfaces
    This will apply the configuration for the current profile and interface to any profile & interface that is already enabled.
    4c_5.2.JPG

Please note: In the current release, translation type is always machine, with machine2 retranslation.

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