How to configure translation

Note Enterprise Plus License Only

It is possible to have sessions translated with the Microsoft Translator Service or Google Cloud Translations.

 

Prerequisites

Before proceeding installation, please ensure following prerequisites are met.

 

​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.

 

 

 

Translation Recording

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

}

]

}