To transcribe calls in Vonage for Service Cloud Voice, you must enable transcription for your VCC agents. By default, calls are transcribed in the language set for your account. You can optionally override the default language for individual calls.
Configuring transcription of individual agent's calls in Vonage for Service Cloud Voice
If Service Cloud Voice is enabled for your VCC account, you can configure transcription of individual agent's calls in Vonage for Service Cloud Voice. To do so, perform the following task in VCC:
- Go to User Admin.
- Locate the agent that you call transcription for using search or by scrolling or filtering list.
- When you find the agent, click Edit. The user's details appear.
- Click Agent Settings.
- Alongside Transcribing: SCV per agent, click Yes to activate for the agent.
- Click Update to save your settings. Repeat for all agents whose calls you want to be transcribed.
Overriding the transcription language for individual calls
To transcribe and categorize a call recording in the correct language, Vonage requires the language of the call. Each call has an associated data source value for Language. Vonage uses this value to transcribe the recording in the correct language. By default, the Language value comes from settings for the account, line, or callback number. You can also override this value for each call using a Set Data Source applet.
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