How to configure Translation in the UCC ​Plugin Framework

Introduction

A text translator plugin is required to use a text translator in the Plugin Framework, for example IVR Interactive Voice Response, or 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

Prerequisites

• a Google Cloud subscription, with “Cloud Translate API” enabled and APIKey available

​​Translation in Plugin Framework

There are a few settings required to allow plugins to use transcription functionalities.

• PluginSettings list items for PluginPath and Apikey are mandatory.

• General 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. Settings list EnableTextTranslatorLogging is optional, only set temporarily to true during development or testing.

UCC Settings

PluginSettings

Note: The correct version number (1.0.x.x) will be automatically populated when requested on Dialogue Cloud

Z:\UccService\Plugins\Wsp.Anywhere365.TextTranslator.Impl.GoogleTranslate\1.0.x.x\Wsp.Anywhere365.TextTranslator.Impl.GoogleTranslate.dll

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.

Translation Recording

Introduction

The translations can also be recorded in a text file.

Configure

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":"sip: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
      }
   ]
}