Configure AI Voicemail Transcription for an Extension

Once AI voicemail transcription is enabled for your system, voicemails left for any authorized extension are turned into readable text in the default language automatically. Each authorized extension also has its own transcription controls, so you can adjust the behavior to fit how a particular user works.

Note

Authorized users can change their own voicemail transcription options directly in the Cloud Voice App. Any adjustment they make there is synchronized back to the matching extension settings on the phone system automatically.

Before you begin

AI voicemail transcription must already be enabled at the system level, and the extension you’re editing must have permission to use it. If you haven’t set that up yet, start with one of these:

• Configure AI Voicemail Transcription with Built-in Service
• Configure AI Voicemail Transcription with Amazon Service
• Configure AI Voicemail Transcription with ElevenLabs Service
• Configure AI Voicemail Transcription with OpenAI Service

Adjust the extension’s transcription settings

1. Sign in to the phone system web portal and open Extension and Trunk > Extension.

2. Find the extension you want to change, click the edit icon next to it, then open the AI tab.

3. Under Voicemail Transcription, set the options below to suit the user.

   

   Setting	What it does
   Automatic Voicemail Transcription	Controls whether the extension’s voicemails are transcribed without any action from the user. It’s on by default. Turn it off and the user has to trigger transcription by hand for individual messages under Voicemails in the Cloud Voice App.
   Language	Choose the language the extension’s voicemail audio is transcribed into.
   Languages to Auto-Detect	Pick the languages you want the system to recognize on its own. When a voicemail arrives, the system detects which of these languages was spoken and transcribes accordingly. See the note below for the conditions and limits.

   Note

   The Languages to Auto-Detect option only appears when global AI voicemail transcription runs on the built-in service or Amazon Transcribe service and the Language above is set to Auto Detection. When it’s available:

   • You can choose up to 5 languages for simultaneous auto-detection.
   • Only one region is allowed per language, for example, you can’t select both English (UK) and English (US).

4. Click Save.

What happens next

Voicemails left for the extension are transcribed into text in your chosen language, either automatically or on demand.

Note

Messages left in a group voicemail that uses Shared by Members mode continue to follow the system-wide transcription language instead, set under AI > AI Toolbox > Voicemail Transcription > Language.

Users can read the transcribed text in two places.

In the Cloud Voice App

Each voicemail shows its transcribed text under Voicemails, and transcribed messages are flagged with an AI marker so they’re easy to spot.

Tip

Users can clean up a transcript by clicking Edit in the Web or Desktop client, or tapping the edit icon in the Mobile client, handy for correcting names, clarifying details, or adding personal notes.

Cloud Voice App (Web)	Cloud Voice App (Desktop)	Cloud Voice App (Mobile)

By email

When a voicemail arrives, its transcribed text is included in the body of the email notification.

Caution

The transcript only shows up in email when both of these are enabled for the extension. If either one is off, the transcribed text will not appear.

• Automatic Voicemail Transcription is enabled.
• Voicemail to Email is enabled, under Extension and Trunk > Extension > Voicemail > New Voicemail Notification.