Genesys Cloud - Main

Hello

Can we obtain a transcription of the voicemail message left through the "Transfer to Voicemail" action in Architect and view it in the Transcript tab of the Interaction Details report?

Best Regards,

Hello,

Yes, it should be possible, but it depends on the type of voicemail and the transcription configuration.

If the call is transferred to an ACD voicemail, agents can open the voicemail interaction and view the voicemail transcription in the Transcription tab, as long as Agent Voicemail Transcriptions is enabled in the organization.

For the Interaction Details > Transcript tab, this is related to Genesys Cloud voice transcription. Voice transcripts generated by the system are shown in the Transcript tab as part of the interaction details, and the documentation mentions voicemail as one of the participant types that can appear in the transcript.

So I would validate these points:

• The voicemail is an ACD voicemail, not only a personal user voicemail.

• Agent Voicemail Transcriptions is enabled.

• Voice transcription is enabled/configured where required.

• The interaction has the required recording/transcription support and licensing.

• The user viewing it has the required permissions.

Some reference material.
https://help.mypurecloud.com/articles/enable-agent-voicemail-transcriptions/
https://help.mypurecloud.com/articles/accept-acd-voicemail-interaction/
https://help.mypurecloud.com/articles/work-with-a-voice-transcript/

Interesting question.

I did a quick test in my environment using Transfer to Voicemail with the target set to a queue and wasn't able to see the voicemail transcription in the Interaction Details > Transcript tab.

Based on Arthur's comments, it sounds like there may be additional configuration, transcription, or any other requirements involved, so I'd be interested to hear whether anyone has successfully seen voicemail transcriptions appear there in practice.

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Phaneendra
Technical Solutions Consultant
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Thanks Arthur and  Phaneendra,

During my testing of the Transfer to Voicemail action with User configured as the Transfer Target, I was only able to receive the voicemail transcription via email. The transcription was not available in the Transcript tab of the Interaction Details report.

When the Transfer Target was configured as a Queue, the Interaction Details report contained the voicemail audio recording, but no transcription was generated or displayed.

The documentation below also appears to confirm this behavior.

https://help.genesys.cloud/articles/enable-voicemail-transcription/

Best Regards,

Hello

What I'm trying to achieve is a solution for a customer who requires a whistleblowing use case where the caller's phone number is masked and the transcription of the voice message left by the caller is stored in the Interaction Details report.

Masking the caller's number can be handled by the SBC. However, I'm trying to determine whether there is a way to capture the voice message transcription and make it available within the Interaction Details report.

Best Reagrds,