Transcribe a Call

AI (artificial intelligence) call transcription turns the audio of a live call into readable text as you speak, and can produce a written summary once the call ends. This page explains how to start transcribing from the Cloud Voice App on your phone, switch the transcription language, and review the results afterward.

Before you begin

Transcription is available only when both the phone system and your app meet the following conditions.

Phone system

• The system is running firmware 84.20.0.74 or later.
• Your administrator has enabled Call Transcription for your extension.
• Your account has transcription time remaining for AI transcription to draw on.

Caution

Transcription time is a consumable balance. If your account runs out, AI transcription will not start (or will stop mid-call), so confirm there is time remaining before you rely on it for an important call.

Cloud Voice App (mobile)

• iOS: version 5.18.15 or later.
• Android: version 5.18.12 or later.

Start transcribing during a call

1. While a call is connected, tap AI Transcription on the call screen to switch it on.

   

   From that point, both sides of the conversation are converted to text in real time.

   Note

   If you have turned on Automatic Call Transcription, transcription begins on its own each time your extension enters a one-on-one call, so you do not need to start it manually. See Configure AI Call Transcription for details.

2. Work with the transcript as the call continues.

   a. Tap AI Transcription to open the transcription panel, where the live transcript appears line by line.

   

   b. Optional: To change the language used for this call only, tap the settings icon next to the search bar, then pick the language you want from the Language panel.

   

   Note

   On internal calls between two extensions, only one party’s language choice takes effect and the language option is hidden for the other party:

   • If both extensions have Automatic Call Transcription enabled, the caller’s language setting is used.
   • Otherwise, the language belongs to whoever started AI Transcription first.

What you’ll see

• During the call, the running text is shown in the AI transcription panel and keeps updating as the conversation goes on.

  

  Tip

  • Tap Pause at the bottom of the panel to halt transcription for a moment.
  • To find something that was already said, type a keyword into the search bar.

  

• After you hang up, open the entry in your call log to read the AI-generated summary and full transcript. Transcribed calls are flagged with an icon.

  

  Note

  Whether a summary is generated and shown automatically depends on how your administrator has set up the phone system.

  Tip

  You can adjust the saved summary and transcript:

  • To revise the summary, tap the edit icon at the top right of the Summary section, make your changes, and tap Save.

    

  • To look through the Transcript section, tap the search icon at its top right.