Configure UCC translation

Feature availability

This feature requires Dialogue Studio. Dialogue Studio is available with Enterprise when purchased separately, or through Enterprise Plus, which includes Dialogue Studio.

This article shows you how to translate spoken or written customer dialogues in real time. You can enable translation in WebChat (See: WebChat Live Translation)or in Dialogue Studio (See: Configure a Live Translation in Dialogue Studio).

Prerequisites

Dialogue Studio enabled for 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..
Google Cloud Translation API key (required when TextTranslationService is set to Google). See Set up Cloud Translation.
Azure AI Translator resource key (required when TextTranslationService is set to Microsoft). See Create a Translator resource.

Introduced in DC2024.01

Important

When you create the Azure Translator resource, set the Region to Global. Other regions are not supported.

Configure the translation service

In the UCC, open General › Settings.
Set TextTranslationService to Google or Microsoft.
Enter the API key that matches the selected service.

Google Cloud Translation

Settings for Google

DC2023.04 or lower
DC2024.01 or higher

Add the following settings in Plugin Settings.

Setting	Description	Example value	Scope
ApiKey	Google Cloud Translation API key.	(Your API key)	TextTranslator
PluginPath	Full path to `Wsp.Anywhere365.TextTranslator.Impl.GoogleTranslate.dll`.	Z:\UccService\Plugins\Wsp.Anywhere365.TextTranslator.Impl.GoogleTranslate\1.0.x.x\Wsp.Anywhere365.TextTranslator.Impl.GoogleTranslate.dll	TextTranslator

The correct version number (1.0.x.x) is populated automatically in Dialogue Cloud.

Add or verify the following settings in General › Settings.

Name	Scope	Value	Description
TextTranslationService	Chat	Google	Selects Google as the translation engine.
GoogleKeyTextTranslationService	Chat	String	Google Cloud Translation API key.

Microsoft Cognitive Translation

Settings for Microsoft

Add or verify the following settings.

Name	Scope	Value	Description
TextTranslationService	Chat	Microsoft	Selects Microsoft as the translation engine.
AzureKeyTextTranslationService	Chat	String	Azure Translator resource key.

Optional logging and recording

Log translations

Enable translation logging to write translated text to the UCC log. This may affect participant privacy.

Setting	Value	Description
EnableTextTranslatorLogging	true or false Default: false	Logs all translated text to the UCC log.

Record translations

Store translations in a text file alongside audio recordings.

Setting	Value	Description
UseTranslationRecording	true or false Default: false	If `true`, writes all translations to a JSON file.

Recording location

Translation files are saved in the same folder as audio recordings. For path details, see Managing Recordings.

Sample JSON format

Copy

Translation recording

{
   "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
      }
   ]
}