Multilingual Processing in Chat Server

Genesys Chat can process multiple languages simultaneously, including:

• Chat transcript messages. The data is transferred in UTF-16.
• Attached data (such as first name, last name, subject, and so on) and ESP messages (submitting messages to chat session from the strategy). The data is transferred in UTF-8. There are the following requirements:
  • Chat Server must be running with UTF-8 locale; details are in "Internal Locale of Chat Server" below.
  • If UCS is running on Windows, its startup script (ContactServerDriver.ini) must be configured to use ‑Dfile.encoding=UTF-8. If UCS is running on UNIX, no special configuration is required.
  • Routing strategies must send data in UTF-8 encoding.

Internal Locale of Chat Server

The encoding and locale that Chat Server uses internally are determined by the following, in order of priority:

1. The command line parameter -codepage. The value of the parameter must be a valid and enabled encoding name. To use UTF-8 on Windows platform the value must be UTF-8.
2. Connection to a Configuration Server that is running in multi-language mode, which sets Chat Server's internal locale to UTF-8.
3. The current system locale.

Sending Chat Messages from Routing Workflows

To send messages in different languages to a chat session from a workflow the following is required:

• Chat Server runs in UTF-8 mode.
• The release of Interaction Routing Designer is 8.1.400.10 or later.
• Composer/Orchestration Server supports Unicode.