Setting up call transcription in Vonage Premier for Service Cloud Voice in VCC

Owned by Helen Griffith
Last updated: Sept 20, 2024
2 min read

To transcribe calls in Vonage Premier 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 Premier 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 Premier for Service Cloud Voice. To do so, perform the following task in VCC:

  1. Go to User Admin.
  2. Locate the agent whose calls you want transcribed using search or by scrolling or filtering list.
  3. When you find the agent, click Edit. The user's details appear.
  4. Click Agent Settings.
  5. Alongside Transcribing: SCV per agent, click Yes to activate for the agent.
  6. 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.

To override the value in the Language data source, perform the following steps in VCC:

  1. In Interaction Plans Architect, create a Set Data Source applet. For information about creating an applet, see Creating an applet. A new Set Data Source applet appears.
  2. In Data Source, type "Language".
    In Value, type the language you want Vonage to use when transcribing calls that are routed through this applet.
    In the Next Applet list click the applet that VCC routes the interaction to next.
  3. To save your changes, click Update.

Calls that VCC routes through this applet are now transcribed in the specified language.

Support and documentation feedback

For general assistance, please contact Customer Support.

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