Configure AI Call Transcription with Built-in Service

Cloud Voice includes a built-in AI (artificial intelligence) engine that turns the audio of a two-party call into readable text as the conversation happens, and produces a written summary once the call ends. This gives you searchable, skimmable records of what was said without replaying the recording. This page walks you through enabling call transcription with that built-in engine.

Requirements

Before you turn on call transcription, confirm the following.

Item	Requirement
Firmware	Version 84.23.0.83 or later.
Subscription	Your plan includes a one-time block of free transcription minutes, 120 minutes on the Enterprise Plan, or 240 minutes on the Ultimate Plan.

To add more transcription minutes beyond what your plan provides, ask your service provider to enable one of the add-on services below. You subscribe to these under Plan > Add-on Subscription.

• AI Transcription (One-Time Capacity): A fixed block of minutes that you buy once. When the block runs out, purchase more capacity to continue.
• AI Transcription (Monthly Quota Pack): A recurring pack of 500 minutes that refreshes at the start of each month. Any minutes you don’t use are lost, they do not carry over.

Note

If you subscribe to both add-ons, the system draws down the monthly quota pack first before touching one-time capacity.

Enable call transcription

1. Log in to the Cloud Voice Dashboard at https://voice.izt.cloud and click Login to open your phone system’s management portal with full administrator access, then go to AI > AI Toolbox.

2. Switch on Call Transcription.

   

   Tip

   If you have already set up AI Voicemail Transcription using the built-in engine, click Copy Settings from Voicemail Transcription in the top-right corner to bring those settings over, then adjust anything you need to change.

3. From the Service Type drop-down list, choose Build-in Service.

4. Configure the transcription settings.

   

   a. In the Language drop-down list, pick the language the engine should detect and transcribe for call audio.

   b. Under Extension Scope for This Feature, decide which extensions, extension groups, or departments can use call transcription:

   • All Extensions: Every extension can use the feature.
   • Specific Extensions: Only the extensions you select can use it.

5. Click Save.

Result

Call transcription powered by the built-in AI engine is now active. Audio from qualifying calls is detected and transcribed into text in your chosen language in real time, and a summary is generated automatically once the call finishes.

Note

You can override the transcription language and choose the mode, automatic or manual, for individual extensions under Extension and Trunk > Extension > AI > Call Transcription. See Configure AI Call Transcription for an Extension.

Usage alerts

The system keeps an eye on how many minutes you’ve consumed and notifies your contacts as you approach your limit:

• When the utilization rate (used minutes divided by total minutes) of either your one-time capacity or your monthly quota pack crosses a configured threshold, the PBX sends the notification Your AI Transcription Usage is Reaching the Capacity Limit.
• When every available minute, across both one-time capacity and the monthly quota pack, has been used, the PBX sends the notification AI Transcription Limit Reached.

Caution

Each transcribed call draws down your available minutes. Once all minutes are used up, the built-in engine has no capacity left to transcribe further calls until you add more. If transcription is important to your operation, top up capacity (or subscribe to the monthly quota pack) before you run out.

Note

The alert thresholds default to 80%, 90%, and 95%. You can set thresholds separately for one-time capacity and the monthly quota pack under System > Event Notification > Your AI Transcription Usage is Reaching the Capacity Limit > Event Detail > Event Setting > Capacity Alert Threshold.

Tracking usage

You can also check transcription usage at any time in one of two ways:

• Open the Transcription Usage Details report for a breakdown of minutes used by both Voicemail Transcription and Call Transcription. See Access Transcription Usage Details Report.
• View used minutes and total capacity directly on the Dashboard (visible only to the administrator).