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Installation of Language I/O Chat in the OSC BUI

This article is intended for Oracle Service Cloud administrators responsible for installing and configuring the Language I/O extension for chat 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.

Check your OSC (Oracle Service Cloud) site version before the 
Language IO BUI Chat installation

_ Your OSC installation of the Language IO BUI Chat Extension
is compatible only with OSC version 21A or above
_ this is how you check the version
in the case the of the picture below - the OSC version is compatible
with the
Language IO BUI Chat Extension:
0.1.JPG

_ had the OSC version been lower than 21A
you would need to speak with your Oracle contact to spin out a new site
for you that has the latest version.

 

1. Install the Language I/O Extension Zip

  1. Download the "LanguageIO_BUI_Chat.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", and the Configuration file to "configs.json".
    1. If you do not see the option to set the configuration file, you are on an older version of OSC and will need to install the legacy version of the extension instead by following this article.
  6. In the Profile Access tab, enable the extension for any admins who will be editing extension configurations or workspaces, and for any profiles that will use the extension.
  7. In the Ribbon, click Save & Close.

image__1_.png

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. 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. 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" 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 and enable all LNThread permissions for any agents who will use the extension.

4. Add the Extension to Interaction 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:

4a. 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) into top row of the Language I/O tab.

4b. Add the Extension

  1. In the Ribbon select the Insert Control tab and drag the "LanguageIO_BUI_Chat" 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 -> Stretch Across Top. The size of the visible space when you perform this step will determine the minimum size of the extension.

4c. Set the Chat Options

1. In the Ribbon select Home -> Workspace Properties -> Options and ensure that the option "Create/associate related incident at the beginning of a chat (if one does not exist)?" is set to Yes.

 

5. Set the Server Configuration Settings

1. Navigate to Configuration -> Site Configuration -> Add-In Manager -> Agent Browser UI Extensions -> LanguageIO_BUI_Chat.zip -> Profile Access.

2. Set the appropriate values for each relevant profile. If all profiles will use the same configuration, you can set the values for just one and then select Configuration -> 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.

bui_incident_server_config_properties.png

  • 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.
  • languageField: 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: 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.

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