System GUI, Concierge and Connect

This section is applicable for Concierge and Connect, as well as for the Central parts of Orchestra. For Business Intelligence, see “Business Intelligence” and for Calendar see “Calendar” .

Orchestra uses the Unicode character encoding (\udddd notation). Files which contain other character encodings must be converted into files containing Latin-1 and/or Unicode-encoded characters.

You need to know the 2-character language code for the new language, it is the code that will show up in Orchestra; it is sv for Swedish, for example. See the standard ISO 639-1.

The language property handling procedures can be seen as three different parts:

Central and Central Queue Agent

To make a language specific version of Orchestra, including Connect and Concierge applications, do the following:

1. Make copies of all the original files in the <Orchestra central installation directory>\conf\lang folder (they are in English):

The corresponding original file will be used when a specific language file can not be found for some reason.

3. The characters in the file must be Unicode. A tool for converting to Unicode is included with the JDK from Oracle: native2ascii. The program converts a file with native-encoded characters (characters which are non-Latin-1 and non-Unicode) to one with Unicode-encoded characters. Information is available on the Internet about this program.

Remember to keep the translated files before they are changed with the program native2ascii; it will be much easier to make new files in case there are strings added to the original files in later versions of Orchestra.

If necessary for your language, run the program native2ascii on all the files, at the same time renaming them by changing temp to the language code (the code for Arabic in this example):

native2ascii -encoding utf-8 businessConfigMessages_temp.properties businessConfigMessages_ar.properties

To find out the encoding used in a file, open it in a text editor or MS-Word, most programs will show the encoding. Word displays a list of suggested encodings, use trial and error to find the correct one.

4. All available languages must be entered, manually into the database table LANGUAGES. This is also where the left-to-right (ltr) and right-to-left (rtl) setting is set for each language.

You must, yourself, make sure that you add your language correctly to this table!

c) Expand Tables and locate the languages table. Right click and select View Data -> View Top 100 Rows, as in the following example:

Right-to-left is set by checking the check box in the right_to_left_boolean column.

5. If not already done so in the previous step, rename all the files by changing temp to the language code, like this: businessConfigMessages_fr.properties.

A restart is needed for the changes to take place. If lang files have changed on the Queue Agent, then the Queue Agent needs to be restarted. If, however, lang files have changed on central, then central needs to be restarted.

As each new User is added in Orchestra, you select which should be the preferred language for that user, from a drop-down list.

Browser Specific Settings

Please note that a few items in the GUI depend on the specific language settings of your browser.

For example, the buttons used to upload files, as illustrated in the following picture, depend on the language used in your browser:

Distributed Queue Agent

Properties files for distributed Queue Agents are placed in the Queue Agent Profile. If you want to edit the files, you either need to create a new Agent Profile, or update an old one.

For more information see “Creating an Agent Profile Zip File” and “Creating an Agent Profile” .

During deploy, the Queue Agent is restarted.

For more information about this, please refer to “Queue Agents” .

Unit Type Templates

When it comes to Unit Type Templates (utt files), there are a couple of things to consider:

• Each Unit Type Template (utt) that is to be used in your system needs to be edited and translated one by one.

• The Name and Description of the Unit Type can be translated in the actual fields of the GUI, marked in the following picture:

You can change the Name and Description to whatever you want. For more information, please see the Standard Unit Types Guide, found on Qmatic World.

Widgets

When it comes to Widgets, the Name and Description (displayed in the GUI) are translated in the file config.xml, as in the following example for widget callhistory, where you can see both the Swedish (sv) and the English (en) version of the name:

<description>Keeps track of latest called tickets to allow customers to see what tickets have been called where</description>

Connect

If you are upgrading from Orchestra version 5.4 to Orchestra version 7.0, or later and have made changes to the Connect language properties files, connect.properties and connectCounter.properties, you need to manually add these changes, to the Orchestra 7.0 properties file, connectCounterMessages.properties, after the upgrade.

Simply renaming your old, changed files to connectCounterMessages.properties is not a good enough solution, because strings may have been added or deleted in the files since Orchestra 5.4. Instead, make the same changes in the new files that you did in the old. Then, delete the old files.

Also, if you added language specific properties files in Orchestra 5.4, do the following: copy the default new file, connectCounterMessages.properties, add a language code suffix to them, for example *_fr for French, then translate the contents of the new files, using the old files as reference. Make sure that you translate any strings in the new files that have not yet been translated, if applicable.

Here too, it is not a good idea to simply rename the old files, since strings may have been added or deleted.