How to configure UCC Translation

Introduction

The translation feature enables the conversion of (spoken) customer dialogues to be translated. You can use this feature in combination with live translation in the Webchat (see: WebChat Live Translation), or use the Translation node in Dialogue Studio for example to perform live translation during a call (see: Configure a Live Translation in Dialogue Studio).

Prerequisites

• a Google Translate API key if TextTranslationService is set to Google.
  For account setup and purchase see: Setup | Cloud Translation | Google Cloud

or

• a Microsoft Cognitive translation service Azure key if TextTranslationService is set to Microsoft.
  For account setup and purchase see: Create a Translator resource - Azure AI services

  Note

  Introduced in DC2024.01

Translation Settings

Google Translate

Read more - Google Translate

To setup Google Cloud Translate follow this guide: Setup | Cloud Translation | Google Cloud

• DC2023.04 or lower
• DC2024.01 or higher

The following setting needs to be added in the Plugin Settings list.

Setting	Description	Example Value	Scope
ApiKey	The API key of the Google Translate service.		TextTranslator
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

Copy

Easy copy

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

The following Settings (in the 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. General menu) need to be set for the feature.

Name	Scope	Value	Description
TextTranslationService	Chat	Google	Sets the desired text translation service.
GoogleKeyTextTranslationService	Chat	String	Google Translate API key if TextTranslationService is set to Google. For account setup and purchase see: Setup | Cloud Translation | Google Cloud

Microsoft Translation Service

Read more - Microsoft Translation

Note

Introduced in DC2024.01

To setup Azure Translation Service follow this guide: Create a Translator resource - Azure AI services

The following Settings (in the UCC General menu) need to be set for the feature.

Name	Scope	Value	Description
TextTranslationService	Chat	Microsoft	Sets the desired text translation service.
AzureKeyTextTranslationService	Chat	String	Microsoft Cognitive translation service Azure key. For account setup and purchase see: Create a Translator resource - Azure AI services

Translation Logging

Introduction

The translations can be logged in the UCC logs.

Configure

Translation Recording

Introduction

The translations can 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@anywhere.now",
         "ParticipantDisplayName":"ucctestuser1406@anywhere.now",
         "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
      }
   ]
}