Localization for messages 

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Overview

Even though the administration Web pages for messaging are in US English, the messaging software allows the entry of administration information in the supported languages. The ability to enter administration information in any of the supported messaging software's languages provides agents with tools in the proper language. For example, you can administer label strings such as closure codes in the language appropriate for the mail received in a particular mailbox.

Important!

When the messaging software is running in a Japanese operating environment (J-mode), then certain administration data must be entered using ASCII characters. Administration fields that require the input of ASCII characters (instead of Japanese) are identified in the Parameter description tables for each administration Web page.

How localization works

To begin the explanation of how localization works, we will assume that mailbox A will receive only French messages.

Because mailbox A receives French messages, it will be administered with French labels and the VDN will route the messages to a skill group that can read French messages. The agents that are in the French skill group will select French as their preferred language when logging in to the messaging software. When agents in the French skill group receive a message from mailbox A, processing Web pages, labels (canned phrases, closure codes, suspension codes, and so forth), and the customer's message will all be in French.

Language affects the agent Web pages in the following ways:

• Agent language selection during login�determines the language of the Web page labels.

• Mailbox administration�determines the language of each file attachment selection.

• Language the customer uses to compose and send a message�determines the language of the message context.

The following graphic illustrates how language affects the agent Web pages:

When logging in to the messaging software, agents do not have to select the same language in which they will be receiving messages. For example, an agent could be receiving messages from the French mailbox but the agents preferred language is German. In this case, the agent would see message content and labels in French and the processing Web pages in German.

Localization considerations when administering mailboxes

To optimize the use of different languages, consider the following before you begin administering mailboxes:

Primary language

Consider the primary language preference for your monitored mailboxes and the primary language of your agents.

Mailbox language�if you can anticipate the primary language of each of your mailboxes, you can then enter values (for example, closure codes, SMEs, and so forth) in that language. When the agent receives a message from that mailbox, the agent is presented with values in the language of the mailbox.

Agent language�when an agent logs in to the messaging software, the agent selects a preferred language. The preferred language the agent selects determines the language used to present processing Web pages (idle page, search page, and so forth). Fields (Subject, Originator, and so forth) within the processing Web pages display in the language the agent selected.

Auto-acknowledgement file

If you choose to administer auto-acknowledgments for a mailbox, then you must anticipate the language of that mailbox and then use an auto-acknowledgment text file in that same language. For example, if the primary language of mailbox Z is Italian (that is, you expect Italian messages to come through mailbox Z), then you may want your auto-acknowledgments to also be in Italian.

Closure codes

When administering closure codes for a mailbox, you have the flexibility of defining a set of closure code values in one language while specifying the stored values in another language. This is useful when you want to report on the same closure code that is in many different languages. When presenting reports, the messaging software displays the Stored Value, not the Display Label presented to the agents.

For example, let us assume that you have two technical support mailboxes (one in German and one in French) and you want to compare response times between the two mailboxes.

In this case, you would do the following:

• In the German mailbox, enter the Display Label for the closure code in German and then enter the Stored Value for the same closure code in English (a common language for all supervisors).

• In the French mailbox, enter the Display Label for the same closure code in French and then enter the Stored Value for the same closure code in English.

When you generate a Closure Code report for the German and French mailbox, the closure code will be displayed in English.

File path names

When administering file path names (for example, the location of an auto-acknowledgment file), you must enter the path in the language preference of the Message Care server and the agent.

Default VDN number

If the mailbox you are administering will receive messages for a specific language, then you will want to administer the Default VDN Number to a skill group that can read messages in that language.