Configure WebChat IM Translation

It is possible to have all IM sessions translated with the Microsoft Translator Service. This is a (paid) Azure subscription.

Prerequisites

Before proceeding installation, please ensure following prerequisites are met.

• Anywhere365

  • Operational UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location.

  • Operational (Web)Chat

• One of the following Translation services

  • Microsoft Azure

    • Microsoft Azure subscription

  • Google

    • Google Cloud Translations

• White-list the following domains and ports in the firewall

  • api.microsofttranslator.com:443

  • api.cognitive.microsofttranslator.com:443

  • api.cognitive.microsoft.com:443

​Configuration

In the settings section of your UCC Sharepoint settings site create the following settings:

Setting	Value	Description
IMTranslationEnabled	true	Enables translation of chat messages between user and agent, and user and chatbot.
IMTranslationAgentLanguage	​The language of the agent (Eg. en)	Abbreviation of the language the Agents speak. See website of the desired text translation service for valid languages.
IMTranslationDefaultCustomerLanguage	​​ The fallback language of the customer when we cannot detect language (Eg. nl)	By default the language of the customer is auto detected. But in some circumstances the language cannot be determined. This setting defines a fallback language. Should be set to the target audience's language.
TextTranslationService	​Microsoft / Google	Sets the desired text translation service. Possible values are Microsoft and Google.
AzureKeyTextTranslationService	​<KEY FROM AZURE YOU JUST COPIED>	Microsoft Cognitive translation service Azure key if TextTranslationService is set to Microsoft.
GoogleKeyTextTranslationService	<KEY FROM Google>	Google Translate api key if TextTranslationService is set to Google.

​​Usage

1. ​Start a chat with an Agent as a customer

2. Speak in a for the Agent foreign language

3. You should see the message is translated to 'IMTranslationAgentLanguage'

4. When you speak as the agent, the customer would see the translation in his own language.

5. When both parties speak the same language, the message won't be translated.