Additionally, users can view the transcription directly within the Webex App. This feature supports transcription for both individual voicemails and group or shared voicemail accounts.

Enable or disable voicemail transcription for a location

The supported languages are:

  • English

  • French

  • German

  • Italian

  • Japanese

  • Spanish

You can enable or disable this feature for a location in Control Hub.

1

Log in to Control Hub, go to Management > Location, and then select the location you want to update.

2

Click Calling and scroll to Calling feature settings list, click Voicemail transcription.

3

Toggle Transcribe voice message in-app and email a copy to the user to enable or disable voicemail transcription.

If you enable either the Email a copy of message or Use external mailbox option in the voicemail settings for the individual user or voicemail group, then the transcription is sent to the user's email.

You can configure these settings for a user on the Users tab.

Find the user to modify and select Calling > Voicemail. For information on setting up voicemail settings for a user, see Configure and manage voicemail settings for a Webex Calling user.

If enabled, users at this location receive an email with the transcribed voicemail, along with a recording of the voicemail. If disabled, the email only contains the recording of the voicemail.

Reasons why voicemail transcription is not available

The system does not produce a transcript if the overall quality or accuracy of the transcript is poor. It may happen if the audio quality was bad due to the following constraints.

A voicemail transcription may not be available for the following reasons:

  • Noisy background

  • Poor audibility

  • Unsupported language words present in the audio

    Voicemail transcription is available only for voicemails left in supported language.

  • Heavy accent

Limitations with voicemail transcription

The following are important pointers to note when using voicemail transcription:

  • When you forward or reply to a voicemail from the voice portal voicemail isn’t transcribed.

  • When a user composes a voicemail and sends to users from a voice portal, the voicemail isn’t transcribed.

  • Japanese transcription is not supported for the Kingdom of Saudi Arabia(KSA) region.

  • The Yen symbol (¥) or numerical values may display inaccurately in some Japanese voicemail transcripts.