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Hi team,

I've successfully set up my PureCloud environment with transcoding, and everything is working as expected. Now, I'd like to enable audio call transcription for both Spanish and English.

Specifically, we have one queue for Spanish-speaking agents and another for English-speaking agents, and I want to ensure that transcription is supported for both languages.

We attempted to follow this tutorial: https://help.mypurecloud.com/articles/configure-voice-transcription/?_ga=2.169151784.860881420.1753784775-895668567.1753784775, but I'm not seeing the configuration options mentioned there.

Could you help clarify if there's an additional step or prerequisite to enable multilingual transcription?

Thanks,

Luís

#Uncategorized

------------------------------
Luis Silva
------------------------------

You should just need to ensure your Flows and Queues are enabled for transcription and the setting for voice transcription is enabled in the Speech and Text Analytics settings. We currently have transcription enabled with multiple languages, both English and Spanish are supported.

------------------------------
Savino Ricci
Technical Consultant

Original Message:
Sent: 07-31-2025 05:38
From: Luis Silva
Subject: Multilingual Transcription Support in PureCloud

Hi team,

I've successfully set up my PureCloud environment with transcoding, and everything is working as expected. Now, I'd like to enable audio call transcription for both Spanish and English.

Specifically, we have one queue for Spanish-speaking agents and another for English-speaking agents, and I want to ensure that transcription is supported for both languages.

We attempted to follow this tutorial: https://help.mypurecloud.com/articles/configure-voice-transcription/?_ga=2.169151784.860881420.1753784775-895668567.1753784775, but I'm not seeing the configuration options mentioned there.

Could you help clarify if there's an additional step or prerequisite to enable multilingual transcription?

Thanks,

Luís

#Uncategorized

------------------------------
Luis Silva
------------------------------

You should just need to ensure your Flows and Queues are enabled for transcription and the setting for voice transcription is enabled in the Speech and Text Analytics settings. We currently have transcription enabled with multiple languages, both English and Spanish are supported.

Hi team,

I've successfully set up my PureCloud environment with transcoding, and everything is working as expected. Now, I'd like to enable audio call transcription for both Spanish and English.

Specifically, we have one queue for Spanish-speaking agents and another for English-speaking agents, and I want to ensure that transcription is supported for both languages.

We attempted to follow this tutorial: https://help.mypurecloud.com/articles/configure-voice-transcription/?_ga=2.169151784.860881420.1753784775-895668567.1753784775, but I'm not seeing the configuration options mentioned there.

Could you help clarify if there's an additional step or prerequisite to enable multilingual transcription?

Thanks,

Luís

#Uncategorized

------------------------------
Luis Silva
------------------------------

Hi Savino! As I have mentioned, I've already set that up and transcription is working smoothly. However, I haven't been able to get Spanish support working yet.

I even tried setting the language in the Flow, even though I don't believe it applies to the audio transcription:

 Thanks!

You should just need to ensure your Flows and Queues are enabled for transcription and the setting for voice transcription is enabled in the Speech and Text Analytics settings. We currently have transcription enabled with multiple languages, both English and Spanish are supported.

Hi team,

I've successfully set up my PureCloud environment with transcoding, and everything is working as expected. Now, I'd like to enable audio call transcription for both Spanish and English.

Specifically, we have one queue for Spanish-speaking agents and another for English-speaking agents, and I want to ensure that transcription is supported for both languages.

We attempted to follow this tutorial: https://help.mypurecloud.com/articles/configure-voice-transcription/?_ga=2.169151784.860881420.1753784775-895668567.1753784775, but I'm not seeing the configuration options mentioned there.

Could you help clarify if there's an additional step or prerequisite to enable multilingual transcription?

Thanks,

Luís

#Uncategorized

------------------------------
Luis Silva
------------------------------

As long as you have set the queue to transcribe calls, enabled it in Speech and Text Analytics it should work. I have just tried with a flow similar to your screenshot and it worked:

 

------------------------------
Savino Ricci
Technical Consultant

Original Message:
Sent: 07-31-2025 10:45
From: Luis Silva
Subject: Multilingual Transcription Support in PureCloud

Hi Savino! As I have mentioned, I've already set that up and transcription is working smoothly. However, I haven't been able to get Spanish support working yet.

I even tried setting the language in the Flow, even though I don't believe it applies to the audio transcription:

 Thanks!

------------------------------
Luis Silva

Original Message:
Sent: 07-31-2025 09:28
From: Savino Ricci
Subject: Multilingual Transcription Support in PureCloud

You should just need to ensure your Flows and Queues are enabled for transcription and the setting for voice transcription is enabled in the Speech and Text Analytics settings. We currently have transcription enabled with multiple languages, both English and Spanish are supported.

------------------------------
Savino Ricci
Technical Consultant

Original Message:
Sent: 07-31-2025 05:38
From: Luis Silva
Subject: Multilingual Transcription Support in PureCloud

Hi team,

I've successfully set up my PureCloud environment with transcoding, and everything is working as expected. Now, I'd like to enable audio call transcription for both Spanish and English.

Specifically, we have one queue for Spanish-speaking agents and another for English-speaking agents, and I want to ensure that transcription is supported for both languages.

We attempted to follow this tutorial: https://help.mypurecloud.com/articles/configure-voice-transcription/?_ga=2.169151784.860881420.1753784775-895668567.1753784775, but I'm not seeing the configuration options mentioned there.

Could you help clarify if there's an additional step or prerequisite to enable multilingual transcription?

Thanks,

Luís

#Uncategorized

------------------------------
Luis Silva
------------------------------

I have that enabled on both queues. And transcription works. However, it doesn't detect Spanish and even if I talk in spanish, the transcription is in english. In fact, how it is supposed to work? Detect automatically based on the speech? Thanks!

------------------------------
Luis Silva

Original Message:
Sent: 07-31-2025 11:34
From: Savino Ricci
Subject: Multilingual Transcription Support in PureCloud

As long as you have set the queue to transcribe calls, enabled it in Speech and Text Analytics it should work. I have just tried with a flow similar to your screenshot and it worked:

 

------------------------------
Savino Ricci
Technical Consultant

Original Message:
Sent: 07-31-2025 10:45
From: Luis Silva
Subject: Multilingual Transcription Support in PureCloud

Hi Savino! As I have mentioned, I've already set that up and transcription is working smoothly. However, I haven't been able to get Spanish support working yet.

I even tried setting the language in the Flow, even though I don't believe it applies to the audio transcription:

 Thanks!

------------------------------
Luis Silva

Original Message:
Sent: 07-31-2025 09:28
From: Savino Ricci
Subject: Multilingual Transcription Support in PureCloud

You should just need to ensure your Flows and Queues are enabled for transcription and the setting for voice transcription is enabled in the Speech and Text Analytics settings. We currently have transcription enabled with multiple languages, both English and Spanish are supported.

------------------------------
Savino Ricci
Technical Consultant

Original Message:
Sent: 07-31-2025 05:38
From: Luis Silva
Subject: Multilingual Transcription Support in PureCloud

Hi team,

I've successfully set up my PureCloud environment with transcoding, and everything is working as expected. Now, I'd like to enable audio call transcription for both Spanish and English.

Specifically, we have one queue for Spanish-speaking agents and another for English-speaking agents, and I want to ensure that transcription is supported for both languages.

We attempted to follow this tutorial: https://help.mypurecloud.com/articles/configure-voice-transcription/?_ga=2.169151784.860881420.1753784775-895668567.1753784775, but I'm not seeing the configuration options mentioned there.

Could you help clarify if there's an additional step or prerequisite to enable multilingual transcription?

Thanks,

Luís

#Uncategorized

------------------------------
Luis Silva
------------------------------

I believe setting the flow language is a requirement. If the dialect in the transcript is showing as English, I suspect the flow is not setting the language correctly. 

I have that enabled on both queues. And transcription works. However, it doesn't detect Spanish and even if I talk in spanish, the transcription is in english. In fact, how it is supposed to work? Detect automatically based on the speech? Thanks!

------------------------------
Luis Silva

Original Message:
Sent: 07-31-2025 11:34
From: Savino Ricci
Subject: Multilingual Transcription Support in PureCloud

As long as you have set the queue to transcribe calls, enabled it in Speech and Text Analytics it should work. I have just tried with a flow similar to your screenshot and it worked:

 

------------------------------
Savino Ricci
Technical Consultant

Original Message:
Sent: 07-31-2025 10:45
From: Luis Silva
Subject: Multilingual Transcription Support in PureCloud

Hi Savino! As I have mentioned, I've already set that up and transcription is working smoothly. However, I haven't been able to get Spanish support working yet.

I even tried setting the language in the Flow, even though I don't believe it applies to the audio transcription:

 Thanks!

------------------------------
Luis Silva

Original Message:
Sent: 07-31-2025 09:28
From: Savino Ricci
Subject: Multilingual Transcription Support in PureCloud

You should just need to ensure your Flows and Queues are enabled for transcription and the setting for voice transcription is enabled in the Speech and Text Analytics settings. We currently have transcription enabled with multiple languages, both English and Spanish are supported.

------------------------------
Savino Ricci
Technical Consultant

Original Message:
Sent: 07-31-2025 05:38
From: Luis Silva
Subject: Multilingual Transcription Support in PureCloud

Hi team,

I've successfully set up my PureCloud environment with transcoding, and everything is working as expected. Now, I'd like to enable audio call transcription for both Spanish and English.

Specifically, we have one queue for Spanish-speaking agents and another for English-speaking agents, and I want to ensure that transcription is supported for both languages.

We attempted to follow this tutorial: https://help.mypurecloud.com/articles/configure-voice-transcription/?_ga=2.169151784.860881420.1753784775-895668567.1753784775, but I'm not seeing the configuration options mentioned there.

Could you help clarify if there's an additional step or prerequisite to enable multilingual transcription?

Thanks,

Luís

#Uncategorized

------------------------------
Luis Silva
------------------------------

Hi team,

I've successfully set up my PureCloud environment with transcoding, and everything is working as expected. Now, I'd like to enable audio call transcription for both Spanish and English.

Specifically, we have one queue for Spanish-speaking agents and another for English-speaking agents, and I want to ensure that transcription is supported for both languages.

We attempted to follow this tutorial: https://help.mypurecloud.com/articles/configure-voice-transcription/?_ga=2.169151784.860881420.1753784775-895668567.1753784775, but I'm not seeing the configuration options mentioned there.

Could you help clarify if there's an additional step or prerequisite to enable multilingual transcription?

Thanks,

Luís

#Uncategorized

------------------------------
Luis Silva
------------------------------

You have to enable "Extended Voice Transcription Services" integration through App Foundry to get options. Though documentation is very vague as I am struggling to understand what needs to be fill in "Advanced" section. There is mention of third-party vendor - Azure in documentation.

1. I have enabled es-US in External trunk and Phone trunk configuration.
2. Enabled language as es-US as default in Architect flow.
3. Enabled Extended transcription engine (as above) for es-US and kept default one for en-US
4. Tried alternative to keep both language with one transcription engine at a time
5. Enabled voice transcription under speech and transcript as well as under Queue
6. Developed embedded html using transcription topic

But no success :( as I see detected language as en-US (English USA) for Spanish speaking participant. 

FYI. I have also raised the same concern in https://community.genesys.com/discussion/voice-transcription-for-non-english-speaking-participants

------------------------------
Parvez Alam

Original Message:
Sent: 07-31-2025 05:38
From: Luis Silva
Subject: Multilingual Transcription Support in PureCloud

Hi team,

I've successfully set up my PureCloud environment with transcoding, and everything is working as expected. Now, I'd like to enable audio call transcription for both Spanish and English.

Specifically, we have one queue for Spanish-speaking agents and another for English-speaking agents, and I want to ensure that transcription is supported for both languages.

We attempted to follow this tutorial: https://help.mypurecloud.com/articles/configure-voice-transcription/?_ga=2.169151784.860881420.1753784775-895668567.1753784775, but I'm not seeing the configuration options mentioned there.

Could you help clarify if there's an additional step or prerequisite to enable multilingual transcription?

Thanks,

Luís

#Uncategorized

------------------------------
Luis Silva
------------------------------

Hi team,

I've successfully set up my PureCloud environment with transcoding, and everything is working as expected. Now, I'd like to enable audio call transcription for both Spanish and English.

Specifically, we have one queue for Spanish-speaking agents and another for English-speaking agents, and I want to ensure that transcription is supported for both languages.

We attempted to follow this tutorial: https://help.mypurecloud.com/articles/configure-voice-transcription/?_ga=2.169151784.860881420.1753784775-895668567.1753784775, but I'm not seeing the configuration options mentioned there.

Could you help clarify if there's an additional step or prerequisite to enable multilingual transcription?

Thanks,

Luís

#Uncategorized

------------------------------
Luis Silva
------------------------------

It is solved now for me. I had to enable support language under In-Queue Call flow configuration.

------------------------------
Parvez Alam

Original Message:
Sent: 07-31-2025 05:38
From: Luis Silva
Subject: Multilingual Transcription Support in PureCloud

Hi team,

I've successfully set up my PureCloud environment with transcoding, and everything is working as expected. Now, I'd like to enable audio call transcription for both Spanish and English.

Specifically, we have one queue for Spanish-speaking agents and another for English-speaking agents, and I want to ensure that transcription is supported for both languages.

We attempted to follow this tutorial: https://help.mypurecloud.com/articles/configure-voice-transcription/?_ga=2.169151784.860881420.1753784775-895668567.1753784775, but I'm not seeing the configuration options mentioned there.

Could you help clarify if there's an additional step or prerequisite to enable multilingual transcription?

Thanks,

Luís

#Uncategorized

------------------------------
Luis Silva
------------------------------

It is solved now for me. I had to enable support language under In-Queue Call flow configuration.

------------------------------
Parvez Alam

Original Message:
Sent: 07-31-2025 05:38
From: Luis Silva
Subject: Multilingual Transcription Support in PureCloud

Hi team,

I've successfully set up my PureCloud environment with transcoding, and everything is working as expected. Now, I'd like to enable audio call transcription for both Spanish and English.

Specifically, we have one queue for Spanish-speaking agents and another for English-speaking agents, and I want to ensure that transcription is supported for both languages.

We attempted to follow this tutorial: https://help.mypurecloud.com/articles/configure-voice-transcription/?_ga=2.169151784.860881420.1753784775-895668567.1753784775, but I'm not seeing the configuration options mentioned there.

Could you help clarify if there's an additional step or prerequisite to enable multilingual transcription?

Thanks,

Luís

#Uncategorized

------------------------------
Luis Silva
------------------------------