How to configure translation in ​Plugin Framework

Note Enterprise Plus License Only

Introduction

A text translator plugin is required to use a text translator in the Plugin Framework, for example IVRInteractive Voice Response (IVR) is a telephone application to take orders via telephone keypad or voice through a computer. By choosing menu options the caller receives information, without the intervention of a human operator, or will be forwarded to the appropriate Agent. Plugin and Dialogue Studio. At the moment of writing the following text translator plugin(s) are available:

  • Google Translate

 

Requirements

 

​​Translation in Plugin Framework

There are a few settings required to allow plugins to use transcription functionalities. General UCCUCC stands for Unified Contact Center and consists of a queue that can be handled by Agents. Each UCC has its own settings, interactive voice response questions and Agents with specific skills. Agents can be member of, or sign up to, one or more UCCs. Settings list EnableTextTranslatorLogging is optional. Only set temporarily to true during development or testing. Plugin Settings list for PluginPath and Apikey are mandatory.

Settings:

​Setting

​Description

​Example value

​EnableTextTranslatorLog​ging

​When enabled logs all translated text in the UCC log. This may impact privacy of participants.

​True

default: False

Plugin Settings

​Setting

​Description

​Example value

Scope

​PluginPath

​Full path to the dll of the text translator plugin.

C:\Program Files\Anywhere365\Core\uccplugins\Wsp.Anywhere365.TextTranslator.Impl.GoogleTranslate\Wsp.Anywhere365.TextTranslator.Impl.GoogleTranslate.dll

TextTranslator

Note Since 8.0 these are bundled with the Core installer in the uccplugins folder.

 

Plugin specific settings

​Google Translate

To setup Google Cloud Translate follow this guide: https://cloud.google.com/translate/docs/setup The following setting needs to be added in the Plugin Settings list.

​Setting

​Description

​Scope

​ApiKey

The API key of the Google Translate service.

TextTranslator

 

Translation Recording

Note Available in Core 8.0 or higher.

Introduction

The translations can also be recorded in a text file.

 

Configure

Setting

Value

Description

UseTranslationRecording

true

​If True, translations will be recorded

 

Location

The Recording will be stored at the same location as the audio recordings, Learn More

 

Data Format

In the example translations below, you see that translations do not require an original transcript history message or a chat history message. Plugins are free to translate unrelated text. So there is no strong relationship between translations and chat history messages or transcript history messages. To relate the translations to chats or transcriptions, you can try joining the OriginalText of the translation with either the Transcript or the Text, but keep in mind this join may not return any result, or return multiple results.

{

"Version": "1.0",

"DialogueId": "3b806f6a-df46-445b-be92-22e62d6b8832",

"HistoryParticipants": [

{

"Id": 0,

"ParticipantUri": "sipThe Session Initiation Protocol (SIP) is a protocol to make multimedia communication (audio, video and other data communication) possible and it is also used for Voice over IP (VoIP). SIP has similarities with other Internet protocols such as HTTP and SMTP.:ucctestuser1406@anywhere365.net",

"ParticipantDisplayName": "ucctestuser1406@anywhere365.net",

"ParticipantType": "Customer"

}

],

"ChatHistoryMessages": [],

"TranscriptHistoryMessages": [],

"TranslationHistoryMessages": [

{

"FromLanguage": "en-US",

"OriginalText": "One",

"ToLanguage": "nl-NL",

"TranslatedText": "Een",

"Timestamp": "2020-01-06T10:46:44.3710895+00:00",

"Index": 0

},

{

"FromLanguage": "en-US",

"OriginalText": "Two",

"ToLanguage": "nl-NL",​

"TranslatedText": "Twee",

"Timestamp": "2020-01-06T10:46:44.37409+00:00",

"Index": 1

},

{

"FromLanguage": "en-US",

"OriginalText": "Three",

"ToLanguage": "nl-NL",

"TranslatedText": "Drie",

"Timestamp": "2020-01-06T10:46:44.37409+00:00",

"Index": 2

}

]

}