AI Transcription

Our Cloud and On-premise PBX supports AI transcription for voicemails and calls, which converts voicemail messages and call audio into readable text using the built-in AI engine or third-party AI services, allowing users to quickly review voicemail messages and call details.

Requirements and restriction

Requirements

Restriction - AI Voicemail Transcription can NOT be used simultaneously with the Legacy Google Cloud Speech-to-Text API integration.

Note: Starting from version 84.23.0.83, the legacy Google Cloud Speech-to-Text API integration will no longer be maintained. For better security, it is recommended to disconnect the existing legacy integration and migrate to AI Voicemail Transcription, which is based on the latest Google Cloud Speech-to-Text API (v2).

Highlights

Instant & accurate transcription - Deliver accurate voicemail-to-text and call-to-text conversion, allowing users to easily review and prioritize important messages.

Effortless transcript review & adjustment - Allow users to easily review, edit, and fine-tune the AI-generated transcripts to clarify information, add personal notes and clear key points.

Flexible transcription modes - Support both automatic and manual transcription modes, allowing users to choose whether to transcribe voicemails and calls automatically or only when needed.

Multi-language support - Provide multiple languages for transcribing of voicemails and calls. Extension users can set their preferred transcription language individually.

Various transcription services - Support AI transcription powered by the built-in AI engine or third-party AI services (provided by Amazon, Elevenlabs, OpenAI, Google). This allows you to select the preferred transcription service provider based on your transcription budget and functional capabilities of different AI services, achieving more cost-effective, more secure and more accurate transcription.

Guidelines

Configure AI transcription feature

1. Enable and configure AI transcription feature - Enable the AI transcription feature for the system. Choose the desired transcription service (the PBX's built-in AI engine or third-party AI services), set the desired transcription language and specify which extensions are allowed to use the transcription feature.

   Feature	Reference
   AI Call Transcription	Configure AI Call Transcription with Built-in Service Configure AI Call Transcription with Amazon Service Configure AI Call Transcription with ElevenLabs Service Configure AI Call Transcription with OpenAI Service Configure AI Call Transcription with Google Service
   AI Voicemail Transcription	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 Configure AI Voicemail Transcription with Google Service

2. Customize AI transcription for extensions - After transcription enabled, voicemail messages or calls for authorized extensions can be transcribed into readable text. You can configure the transcription mode (either automatic or manual) and preferred transcription language for each extension individually.

3. Note: Authorized extension users can customize the AI transcription configuration directly from their Business Softphone. These settings will be automatically synchronized between the PBX and the user’s Business Softphone.

Track AI transcription usage - You can track the usage of AI transcription (powered by the PBX's built-in AI engine) using one of the following methods.

• View used transcription minutes from the Transcription Usage Details report. For more information, see Access Transcription Usage Details Report.

• View used transcription minutes and total capacity directly from the Dashboard (Only visible to super administrator account).