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AI Transcription

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Overview

AI Transcription automatically converts speech into text — for both voicemail messages and phone conversations. Instead of listening to entire recordings, users can read transcripts directly in the Virtual-Call UC Client or receive them by email. This saves time and makes it easier to search, review, and archive conversation content.

Two types of transcription are available:

  • Voicemail Transcription — Converts voicemail messages into text so users can quickly read the content instead of listening to the recording.
  • Call Transcription — Converts recorded phone conversations into text. The transcript is available once the call ends.

Requirements

  • Administrator access to the PBX admin portal.
  • Sufficient AI capacity (one-time quota). You can check your remaining quota under Dashboard.

Enabling Voicemail Transcription

Step 1: Enable the feature

  1. Log in to the PBX admin portal and go to AI > AI Toolbox.
  2. Enable the Voicemail Transcription checkbox.
  3. Click Save.
ai-toolbox-en.png

Step 2: Configure language and scope

After enabling the feature, configure the transcription language and define which extensions should use it.

  1. In the Voicemail Transcription section, click Settings.
  2. Configure the following options:
SettingDescription
LanguageSelect the transcription language(s). Choose Automatic Detection to have the system detect the language automatically (supports up to 5 languages), or select a specific language for higher accuracy when all voicemails are in the same language.
Extension ScopeDefine which extensions can use voicemail transcription. Choose All to enable the feature for all extensions, or Specific Extensions to select individual extensions.
  1. Click Save.

Step 3: Per-extension settings (optional)

Administrators can customize voicemail transcription for individual extensions. For example, some users can have automatic transcription enabled while others must trigger transcription manually.

  1. Go to Extensions > Extension and click the desired extension.
  2. Switch to the AI tab.
  3. Configure the voicemail transcription settings:
ai-toolbox-extension-language-en.png
SettingDescription
Voicemail Transcription ModeAutomatic — every new voicemail is transcribed automatically.
Manual — users must click a button in the UC Client to transcribe a specific voicemail.
LanguageOverrides the system-wide language setting for this extension. Useful when a user mostly receives voicemails in a language other than the default.
  1. Click Save.

Enabling Call Transcription

Step 1: Enable the feature

  1. Log in to the PBX admin portal and go to AI > AI Toolbox.
  2. Enable the Call Transcription checkbox.
  3. Click Save.

Tip: Call transcription requires call recording to be enabled. Make sure the relevant extensions or call features have recording enabled.

Step 2: Configure language and scope

  1. In the Call Transcription section, click Settings.
  2. Configure the following options:
SettingDescription
LanguageSelect the transcription language(s). Choose Automatic Detection to have the system detect the language automatically, or select a specific language for more accurate results.
Extension ScopeDefine which extensions can use call transcription. Choose All to enable the feature for all extensions, or Specific Extensions to select individual extensions.
  1. Click Save.

Step 3: Per-extension settings (optional)

Administrators can customize call transcription for individual extensions.

  1. Go to Extensions > Extension and click the desired extension.
  2. Switch to the AI tab.
  3. Configure the call transcription settings:
SettingDescription
Automatic Call TranscriptionWhen enabled, all recorded calls on this extension are transcribed automatically. When disabled, users can still manually transcribe individual calls via the UC Client.
Show Transcription After CallWhen enabled, a notification with the transcription is shown on the user's UC Client after the call ends.
LanguageOverrides the system-wide language setting for this extension.
  1. Click Save.

Configuring Global Transcription Rules

In addition to the extension scope, you can define which types of calls automatic call transcription applies to.

  1. Go to AI > AI Tools and open the Call Transcription section.
  2. Under Service Type, select the desired transcription service (default: Built-in Service) and the Language.
  3. Set the Extension Scope for this feature: All Extensions or Specific Extensions.
  4. Under Automatic Call Transcription, in the Communication Type field, select which call types should be transcribed automatically: All, Internal, Outbound, and/or Inbound.
  5. Click Save.

Tip: The Copy settings from Voicemail Transcription link lets you reuse the language and other base settings from voicemail transcription, so you don't have to configure them twice.

Controlling Transcription via Feature Code

Users can turn AI call transcription for their extension on or off directly during a call, using a feature code.

  1. In the PBX admin portal, go to Call Features > Feature Code.
  2. Find the Transcription section and enable the checkbox Toggle AI call transcription status for the extension.
  3. Adjust the code if needed. The default code is *09.
  4. Click Save.

Note: Once enabled, a user can use this code during an active call to turn AI call transcription on or off. The default code is *09, and the feature is enabled by default.

Retrieving Transcriptions

Users can access their transcriptions in the following ways:

  • Virtual-Call UC Web Client / Desktop Client / Mobile Client — Voicemail transcriptions appear next to the voicemail message. Call transcriptions are available in the call history or recording details.
  • Email notification — If voicemail-to-email is configured, the transcription text is included with the audio file in the email notification.

Tip: For manual transcription, users can click the transcription button next to a voicemail or call recording in the UC Client to generate a transcript on demand.

Monitoring AI Capacity Usage

AI Transcription consumes AI capacity with every transcription. Here's how to monitor your usage:

  • Dashboard — The AI capacity widget on the PBX dashboard shows your remaining one-time quota at a glance.
  • Transcription Usage Details — Go to AI > AI Toolbox > Transcription Usage Details for a detailed breakdown of transcription usage by extension, date, and transcription type.

Important: If your AI capacity is used up, transcription features stop working until additional capacity is purchased. Monitor your usage regularly to avoid service interruptions.

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