How to handle multiple languages in Interaction workspace or Business Attribute?

[Emz]

Hi,

we have one call center located in Quebec to handle the french calls and one call center in Ontario to handle the english calls. We are using Interaction Workspace as agent desktop. Since we are using IW as our agent desktop, attached data must be configured using business attributes.

We would like to be able to use a single Business Attribute weither the call is routed to a french speaking agent or an english speaking agent but we would like to be able to change the display name in the IW window to fit with the agent spoken language.

Here is a very simple example:
Lets say that we are attaching the "customer name" "Robert".
We will need to define the Business Attribute "CustName" and the Display name will be "Customer's Name"
The english speaking agent will see the following attached data in IW "Customer Name: Robert"
If the call would be for the french speaking agent, we would like IW to show "Nom du Client: Robert"

If it is not possible then we will have to define two different business attributes for every data we will want to attach.
Thank you

[René]

Hi,

There exists 'out-of-box' solution for you - it's possible to override name of Business Attribute that is used to render attached data from routing strategy. You can find more in Interaction Workspace 8.1 Deployment Guide in “Overriding Options by Using a Routing Strategy” section.

Briefly:
1/ You have to define two business attributes e.g. IWS_French, IWS_English
2/ Add new attribute to IWS_French
      Name: customer name
      Display Name: Nom du Client
3/ Add new attribute to IWS_English
      Name: customer name
      Display Name: Customer's name
4/ Add new List object - IWS_Config_French - with following options
      [interaction-workspace]
      interaction.case-data.format-business-attribute = IWS_French
5/ Add new List object - IWS_Config_English - with following options
      [interaction-workspace]
      interaction.case-data.format-business-attribute = IWS_English
6/ Set 'interaction.override-options' option of IWS application to e.g. IWS_Config
7/ Attach User Data key 'IWS_Config' with value 'IWS_Config_French' or 'IWS_Config_English' to the call based on language

Let me know if you need more help.

R.

[Emz]

Hi Rene,

Thank you very much for the reply. I will test your solution today and i will let you know how it went!

[Emz]

Hi Rene, i have been testing your example the last two days and i have been able to get where i wanted.

I added few comments to your previous  post. See as follow in blue.

[quote author=René link=topic=7095.msg30566#msg30566 date=1334774409]
Hi,

There exists 'out-of-box' solution for you - it's possible to override name of Business Attribute that is used to render attached data from routing strategy. You can find more in Interaction Workspace 8.1 Deployment Guide in “Overriding Options by Using a Routing Strategy” section.

Briefly:
1/ You have to define two business attributes e.g. IWS_French, IWS_English
2/ Add new attribute to IWS_French
      Name: customer name
      Display Name: Nom du Client
3/ Add new attribute to IWS_English
      Name: customer name
      Display Name: Customer's name
4/ Add new List object - IWS_Config_French - with following options
      [interaction-workspace]
      interaction.case-data.format-business-attribute = IWS_French
[color=blue]Here i added an extra parameter to make the toaster bilingual as well
      [interaction-workspace]
      toast.case-data.format-business-attribute = IWS_French[/color]
5/ Add new List object - IWS_Config_English - with following options
      [interaction-workspace]
      interaction.case-data.format-business-attribute = IWS_English
      [color=blue] --
      [interaction-workspace]
      toast.case-data.format-business-attribute = IWS_English[/color]
6/ Set 'interaction.override-options' option of IWS application to e.g. IWS_Config
[color=blue]

The exact option name is the following
[interaction-workspace]
interaction.override-option[b]-key[/b] = IWS_Config
[/color]
7/ Attach User Data key 'IWS_Config' with value 'IWS_Config_French' or 'IWS_Config_English' to the call based on language

Let me know if you need more help.

R.
[/quote]

[Emz]

Hi,

the last example is changing the display name of the business attributes based on the language selected by the caller during the routing strategy.

Would it be possible to change the display based on the agent's preference?

i.e. if i was a bilingual agent and i would prefer the attached data to always be displayed in english"Customer name: Robert".

How would i do that?

[René]

Hi,

It should be possible as Interaction Workspace parameters could be specified on agent's Annex tab as well. Don't forget to change the
'interaction.override-option-key' parameter (= disable it) as I assume that parameter's value provided by routing has higher priority.

R.

PS. I didn't have time to test it so no guarantee

[Emz]

Hi René,

once again your intervention have been very helpful. I simply added the two parameters in the "Options" tab of the agent configuration with the business attribute object's name as value and Voilà!

[color=blue] [interaction-workspace]
      interaction.case-data.format-business-attribute = IWS_French
[interaction-workspace]
      toast.case-data.format-business-attribute = IWS_French[/color]

[ADB]

Hi René,

Your posting has been very helpful in understanding the "Custom Localization of Interaction Workspace".

I am working with the client in Canada where the iWS needs to be configured for Chat interactions in  French .
Based on my research, I came to the following understanding to configure the iWS with the French language.

1) Install the regular  iWS on the Agent's workstation.
2) Deploy the Language pack for French, which deploys the set of XML files in the "Languages" directory.
    I am assuming that Genesys provides the language pack.
3) Define standard responses in French to be used by the Agent.
4) Override any iWS options through the routing as discussed in this posting.
5) Have the customer side of the Chat window rendered in French and let the user type his/her messages in French.

Am I missing any steps in this?
Thanks for your feedback.