English (United States) Deutsch Português do Brasil

Articles in this section

AI Transcription

Avatar
Helpdesk
Updated
Follow

Overview

AI transcription automatically converts speech to text for voicemail messages and phone calls. Instead of listening to full recordings, users can read transcripts directly in their Virtual-Call UC Client or receive them via email. This saves time and makes it easy to search, review, and archive call content.

Two transcription types are available:

  • Voicemail Transcription—Converts voicemail messages to text so users can quickly read the content instead of listening to the recording.
  • Call Transcription—Converts recorded phone calls to text, available after the call ends.

Prerequisites

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

Enable Voicemail Transcription

Step 1: Activate the feature

  1. Log in to the PBX admin portal, go to AI > AI Toolbox.
  2. Select the checkbox of Voicemail Transcription.
  3. Click Save.

ai-toolbox-en.png

Step 2: Configure language and scope

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

  1. In the Voicemail Transcription section, click Settings.
  2. Configure the following options:
Setting Description
Language Select the language(s) for transcription. Choose Auto Detect to let the system identify the language automatically (supports up to 5 languages), or select a specific language for better accuracy when all voicemails are in the same language.
Extension Scope Choose which extensions can use voicemail transcription. Select All to enable it for every extension, or Specific Extensions to choose individual extensions.
  1. Click Save.

Step 3: Per-extension settings (optional)

Administrators can customize voicemail transcription for individual extensions. This allows different settings per user—for example, enabling automatic transcription for some users while requiring others to trigger it manually.

  1. Go to Extensions > Extension and click on the desired extension.
  2. Navigate to the AI tab.
  3. Configure the voicemail transcription settings:

ai-toolbox-extension-language-en.png

Setting Description
Voicemail Transcription Mode Auto—Every new voicemail is transcribed automatically.
Manual—Users must click a button in the UC Client to transcribe a specific voicemail.
Language Override the system-wide language setting for this extension. Useful when a user primarily receives voicemails in a different language than the default.
  1. Click Save.

Enable Call Transcription

Step 1: Activate the feature

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

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

Step 2: Configure language and scope

  1. In the Call Transcription section, click Settings.
  2. Configure the following options:
Setting Description
Language Select the language(s) for transcription. Choose Auto Detect to let the system identify the language automatically, or select a specific language for more accurate results.
Extension Scope Choose which extensions can use call transcription. Select All to enable it for every extension, or Specific Extensions to choose 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 on the desired extension.
  2. Navigate to the AI tab.
  3. Configure the call transcription settings:
Setting Description
Auto Call Transcription When enabled, all recorded calls for this extension are transcribed automatically. When disabled, users can still transcribe individual calls manually from the UC Client.
Show Transcription After Call When enabled, a notification with the transcription is displayed on the user's UC Client after the call ends.
Language Override the system-wide language setting for this extension.
  1. Click Save.

Accessing Transcriptions

Users can access their transcriptions through the following channels:

  • Virtual-Call UC Web Client/Desktop Client / Mobile Client—Voicemail transcriptions appear alongside 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 in the email notification along with the audio file.

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

Monitor AI Capacity Usage

AI transcription consumes AI capacity with each transcription. To monitor your usage:

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

Important: When your AI capacity is exhausted, transcription features will stop working until additional capacity is purchased. Monitor your usage regularly to avoid service interruptions.

Related articles

Comments

0 comments

Article is closed for comments.