AI Features: Text-to-Speech and Transcription

Overview

Virtual-Call Cloud PBX includes built-in AI-powered features that improve communication efficiency for both administrators and end users. Two key AI features are available:

• AI Text-to-Speech (TTS) – Converts written text into natural-sounding voice prompts. Use it to create greetings, announcements, and audio messages without recording.
• AI Transcription – Automatically converts voicemail messages and phone calls into readable text, and generates summaries after calls end.

Both features are managed under Integrations > AI in the PBX web portal.

AI Text-to-Speech

What is AI Text-to-Speech?

AI Text-to-Speech (TTS) lets you generate lifelike audio prompts directly from written text. Instead of recording audio manually, you type the message you want played, choose a voice profile and language, and the system creates the audio file automatically.

TTS-generated prompts can be used in many places across the PBX, including:

• IVR menus and key press destinations
• Ring group announcements and ringback tones
• Queue announcements, periodic messages, and satisfaction surveys
• Inbound route prompts (default and time-based destinations)
• Holiday messages
• Call Flow Designer nodes
• Voicemail greetings (per extension, group voicemail, and global)
• Custom prompts (under PBX Settings > Voice Prompt > Custom Prompt)

Enable AI Text-to-Speech

1. Log in to the PBX web portal and go to Integrations > AI.
2. Select the checkbox for Text-to-Speech.
3. Click Save.

Once enabled, the Text-to-Speech option becomes available wherever prompts can be configured.

Generate an Audio Prompt using Text-to-Speech

1. Navigate to the feature where you want to set a prompt (e.g., Call Features > IVR).
2. Click Text-to-Speech to open the prompt creation dialog.
3. Fill in the following fields:
   • Name – A label to identify the prompt.
   • Language – The language of the audio output.
   • Voice – Select a voice profile (standard or neural).
   • Text – Enter the content to be converted to speech. Make sure the text matches the selected language.
4. Optionally, adjust Speed, Volume, and (where available) Pitch to your preference.
5. Click Listen to preview the audio. The button changes to Generating and then Play once the audio is ready.
6. Click Save. The prompt is saved and applied to the configured feature.

AI Transcription

What is AI Transcription?

AI transcription converts audio into readable text using built-in artificial intelligence. There are two transcription functions:

• Voicemail Transcription – Automatically transcribes voicemail messages into text. Users can read their voicemails instead of listening to them, and also receive the transcription by email.
• Call Transcription – Transcribes calls between two parties in real time and generates a written summary after the call ends.

Enable AI Voicemail Transcription

1. Go to Integrations > AI.
2. Select the checkbox for Voicemail Transcription.
3. Configure the transcription language:
   • Language – Select the language for voicemail transcription. Choose Automatic to let the system detect the language.
   • Languages to Auto-Detect – If Automatic is selected, choose up to 5 languages. Note that only one regional variant per language can be selected (e.g., not both English (UK) and English (US)).
4. Under Extension Scope for This Feature, choose which extensions can use voicemail transcription:
   • All Extensions – Feature available to all extensions.
   • Specific Extensions – Feature available only to selected extensions, groups, or departments.
5. Click Save.

Configure Voicemail Transcription for a Specific Extension

Once voicemail transcription is enabled, you can adjust the settings for individual extensions.

1. Go to Extension and Trunk > Extension.
2. Click the edit icon next to the desired extension, then open the AI tab.
3. Under Voicemail Transcription, configure:
   • Automatic Voicemail Transcription – If enabled, voicemails are transcribed automatically. If disabled, users must trigger transcription manually from their UC Client.
   • Language – Override the global transcription language for this extension.
   • Languages to Auto-Detect – If Language is set to Automatic, specify up to 5 detection languages.
4. Click Save.

Transcribed voicemails appear in the Voicemails section of the Virtual-Call UC Client (marked with a transcription icon). Users can also edit or annotate the transcribed text directly in the client. If Voicemail to Email is enabled for the extension, the transcription is also included in the email notification.

Enable AI Call Transcription

1. Go to Integrations > AI.
2. Select the checkbox for Call Transcription.
3. Select the transcription language.
4. Under Extension Scope for This Feature, choose which extensions can use call transcription.
5. Click Save.

Once enabled, calls for authorized extensions are transcribed in real time, and a summary is generated automatically after each call ends.

Configure Call Transcription for a Specific Extension

You can customize call transcription settings per extension after the feature is enabled system-wide.

1. Go to Extension and Trunk > Extension.
2. Click the edit icon next to the desired extension, then open the AI tab.
3. Under Call Transcription, configure:
   • Automatic Call Transcription – If enabled, calls are transcribed automatically. If disabled, users trigger transcription manually from the call screen.
   • Show Transcription Text After the Call – If enabled, the transcript and summary appear automatically after the call ends.
   • Language – Override the global call transcription language for this extension.
4. Click Save.

Transcribed calls appear in the call log of the Virtual-Call UC Client, marked with a transcription icon. Users can review the full transcript and the AI-generated summary there.

View Transcription Usage

You can monitor how many transcription minutes have been used across Voicemail and Call Transcription.

Transcription Usage Details Report

1. Go to Reports and Recordings > Call Reports.
2. Click the Call Reports (New) tab.
3. In the Report Type dropdown, select Transcription Usage Details.
4. Set the desired time range and review the results.

The report shows used minutes for voicemail transcription and call transcription separately. Partial minutes are rounded up to the next full minute. You can download the report as needed.