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  • 1.  SCV Voice Transcription Not Working with CX Cloud

    Posted 2 days ago
    Edited by Ragheb Gmira 19 hours ago

    Hello Genesys Community,

    I have configured call transcription in SCV (Service Cloud Voice) with CX Cloud according to the documentation. However, transcription is still not working.

    When checking the browser console, I see the following warning:

    

    

    

    

    

    

    

    


    

    

    

    

    [genesysps:gcxTranscriptViewer.publishTranscriptSubscription@1.51] Cannot publish transcription event because VT is not configured...

    Could someone please clarify:

    1. What exactly VT refers to in this context?

    2. How can I properly configure it so that transcription works with SCV and CX Cloud?

    Any guidance or steps to resolve this issue would be greatly appreciated.

    Thank you in advance!


    #API/Integrations

    ------------------------------
    Ragheb Gmira
    Consultant IT
    ------------------------------



  • 2.  RE: SCV Voice Transcription Not Working with CX Cloud

    Posted 19 hours ago

    Hello Genesys Community,

    After further investigation on my side, I can confirm that call transcription is actually working in Genesys Cloud. I'm able to see the transcripts there without any issue.

    However, the problem remains on the Salesforce side:

    • The transcription is not being pushed/displayed in Salesforce (Service Cloud Voice)

    • And I still consistently see the following warning in the browser console:

    

    

    

    

    

    

    

    

    

    

    

    

    [genesysps:gcxTranscriptViewer.publishTranscriptSubscription@1.51] Cannot publish transcription event because VT is not configured...

    So at this stage, it looks like:

    • Genesys transcription (backend) ✅ OK

    • Integration with Salesforce ❌ Not working

    Could someone help clarify:

    • What exactly VT refers to in this context? (Voice Transcription service? Feature toggle? Something to configure in Salesforce side?)

    • Is there an additional configuration required specifically for Salesforce SCV / CX Cloud integration to receive transcripts?

    • Has anyone faced a similar issue where transcription works in Genesys but not in Salesforce?

    Any guidance or troubleshooting steps would be greatly appreciated.

    Thanks a lot!



    ------------------------------
    Ragheb Gmira
    Consultant IT
    ------------------------------

    Original Message


  • 3.  RE: SCV Voice Transcription Not Working with CX Cloud
    Best Answer

    Posted 16 hours ago

    Hi,

    not sure about the VT error, but you need three components on the VoiceCall record page

    1. CX Cloud Voice Transcript
    2. Genesys Cloud Einstein Assist
    3. Enhanced Conversation

    The Genesys Cloud Einstein Assist needs a private key.

    You need set up remote site settings with https://YOURDOMAIN.my.salesforce-scrt.com.



    ------------------------------
    Jeroen van der Sandt
    Specialist Lead | Technology & Tech
    ------------------------------

    Original Message


  • 4.  RE: SCV Voice Transcription Not Working with CX Cloud

    Posted 16 hours ago

    Hi Jeroen,

    Thank you for your response.

    This is exactly what I have already configured on my side, including the three components on the VoiceCall record page, the private key for Genesys Cloud Einstein Assist, and the remote site settings.

    I will try to redo the entire configuration from scratch to see if that resolves the issue.

    I'll keep you posted on the results.



    ------------------------------
    Ragheb Gmira
    Consultant IT
    ------------------------------

    Original Message


  • 5.  RE: SCV Voice Transcription Not Working with CX Cloud

    Posted 12 hours ago

    Hi @Ragheb Gmira

    I understand that transcription is active in Genesys Cloud, correct?

    Then, I suggest reviewing the configuration steps:

    1)For the Digital AI module and for creating the self-signed certificate, verify that the private key starts with: -----BEGIN RSA PRIVATE KEY-----
    This detail makes all the difference.

    If not, if you followed this article: https://developer.salesforce.com/docs/atlas.en-us.voice_pt_developer_guide.meta/voice_pt_developer_guide/voice_pt_generate_certificate.htm
    In step 4, replace the command `openssl rsa -passin pass:<your_password> -in server.pass.key -out server.key` with this one: openssl rsa -passin pass:<your_password> -traditional -in server.pass.key -out server.key

    2)From the Configure Genesys Cloud CX Voice Transcript component module.

    Repeat the tests!

    Important point: sometimes the Enhanced Conversation transcription fails, but it needs to have audio in both directions to work.



    ------------------------------
    Danniel Cioti
    PS
    ------------------------------

    Original Message


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