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.

Verifying the Encoding

To verify that Chat Server is using the expected character encoding, open Chat Server's log immediately after startup and search for the line Std 59006 LOCALE INFO - convert encoding:. It should show the expected encoding.

For example,

2015-05-19T15:20:41.664 Std 59006 LOCALE INFO - setting result:   success
2015-05-19T15:20:41.742 Std 59006 LOCALE INFO - process locale:   C
2015-05-19T15:20:41.929 Std 59006 LOCALE INFO - convert encoding: en_US.UTF-8