Steps to enable call transcription feature

Modified on Wed, 11 Dec at 11:29 AM

Call transcription option allows converting speech to text and is available under the following conditions:

  • The "Call Recording" service is enabled;

  • The "Call Transcription" service is enabled;

  • The recording option is active (the "Record all calls" checkbox is selected).

    • In the virtual PBX, call transcription is configured separately for the queue and for each subscriber.
    • If call transcription is enabled only for the queue, subscriber calls will be transcribed only if they came through the queue.
    • If call transcription is enabled only for the subscriber, their outgoing calls and incoming calls that came directly to them, bypassing the queue, will be transcribed.
  • To enable call transcription in a queue:

    1. In the "Virtual PBX" section, select "Settings" → "Routing" → "Queues" and choose the queue.
    2. Check the boxes for "Record all calls" and "Transcribe calls" options, select the transcription service and language, and click "Save". Calls in the selected queue will be transcribed. The language and transcription service are set separately for each queue. 
  • To enable call transcription for a subscriber:

    1. In the "Virtual PBX" section, select "Settings" → left menu "Dial plan" → "Subscriber's extension numbers" → "Extension" tab and choose the subscriber.
    2. Check the boxes for "Record all calls" and "Transcribe calls" options, click "Save".

      Note:

      If the Subscriber`s extension is part of a queue, to transcribe this subscriber's calls, transcription should be enabled on the queue.

       
Note:
The language and transcription service for Subscriber`s extension are determined by global transcription settings, which are set in the "Settings" → left menu "General settings" → "Transcription" section.




Also see:

“Transcribe calls”

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