Language translation occurs in the following areas of BMC Virtual Chat:
- The user side of the chat server: When a user submits text in the Self Service Portal, a language identifier is passed with this text that identifies the language the user used. The default language code for the chat server is specified in the Virtual Chat Administration Console. If the language code for the incoming text does not match the default language code, the Master Chat Record calls a translation plug-in to convert the incoming message to the default language. This translated message is the version of the message that is stored and processed. The original message is not kept.
- The client side within the data visualization fields (DVF): Each user specifies what language to receive and send text in. When the text first comes into the Self Service Portal, the text is in the default language specified in the Virtual Chat Administration Console. This text has a language code attached to it before it is passed to the DVF that renders it. When the rendering DVF receives text, it checks for this code. If it is present and it does not match the language code of the user, the text is translated before it is rendered.
All data is processed and stored in the default language defined in the Virtual Chat Administration Console. Automatic language translation is turned off by default, and can be enabled by the system administrator. When the system administrator turns on automatic language translation, the administrator also sets the default language for the chat system.
If the self-service user sends messages in a different language than the system default setting, the text is translated before any processing occurs. Therefore, it is possible that the self-service users might see their question differently than how they first typed it. This change occurs because the question is translated to the default language first, and when returned it is translated back to the user's language. The agent sees all messages in the default language, while the self-service user sees messages in the language that the self-service user selected.
For data that is received on the Self Service Portal, if the user specified a language other than the default language, the message is originally received in the default system language and initially displayed in that language. BMC Virtual Chat then issues translation requests to the Google Translate online translation service, starting with the most recent item first and progressing to the oldest item until all requests have been processed. For more information about configuring language translation, see Setting language options and translation.
During installation or upgrade, you can select the locales to install for the Self Service Portal. The supported languages are English, French, German, Italian, Spanish, Japanese, Simplified Chinese, Korean, and Brazilian Portuguese. These locales are used to display the self-service portal user interface in other languages. The self-service portal user interface is displayed in the browser locale for the self-service user. For example if the self-service users sets his browser to Spanish, all buttons and other user interface elements are displayed in Spanish. If you customize the user interface, you can customize the interface for any of the supported languages.
If you need to support double-byte languages in chats, you must install BMC Remedy AR System with Unicode support. See Unicode support and Unicode compatibility considerations in the BMC Remedy ITSM deployment documentation.