Transcribe a Call

AI call transcription writes out what you and the other party say as the conversation happens, then builds an automatic summary once the call ends. This page covers starting transcription from within an active call and working with the results afterward.

Before you start

• Your Cloud Voice system is running firmware 84.20.0.74 or later.
• Your administrator has enabled Call Transcription for your extension.
• Enough transcription time is left in your allowance for the AI service to run.

Caution

AI transcription draws from a limited time allowance. If that allowance is used up, the call will not be transcribed, so confirm there is time available before you rely on it for an important call.

Transcribe a live call

1. While you’re on a call, select AI Transcription to reveal the transcription panel.

   

2. Set up transcription for this call:

   

   a. Switch on AI Transcription. From this point, audio from both sides is converted to text as you speak.

   Note

   With Automatic Call Transcription turned on, transcription kicks in on its own each time your extension joins a one-on-one call. See Configure AI Call Transcription for that setting.

   b. Optional: pick a different language from the drop-down list to transcribe the current call.

   Note

   On calls between two extension users, only one party’s language applies and the other party’s language option is hidden:

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

What you’ll see

• As the call continues, the recognized text streams into the panel on the right in real time.

  

  Tip

  To find something in the running transcript, select the search icon next to the language drop-down. Matches are highlighted.

• Once you hang up, the AI-generated summary and full transcript are saved to the call log. Transcribed calls carry an AI marker in the list.

  Note

  Whether a summary is created and shown automatically depends on how your administrator has configured the Cloud Voice system.

  

  Tip

  You can work with the saved summary and transcript in a few ways:

  • To edit the summary, select the edit icon in the Summary section, make your changes, then select Save in the top-right corner.
  • To copy the summary, select the copy icon in the Summary section.
  • To search within the transcript, select the search icon in the Transcript section.
  • To download the summary or transcript, select the download icon and choose a file type.