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  • 1.  Voice Transcription - filter content

    Posted 08-17-2021 16:19
    No replies, thread closed.
    Any options within the Voice Transcription feature to filter out transcribing account numbers, SSN, etc. ?   Basically configure the system to pause transcription during certain key words/phrases?
    #Unsure/Other

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    Steven Strom

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  • 2.  RE: Voice Transcription - filter content

    Posted 08-17-2021 17:14
    No replies, thread closed.
    We can't pause transcription but you can turn recording off and so that portion of the audio won't be transcribed.

    If you're in the IVR, use a secure call flow for that portion of the call.  It will turn off the recording for the duration of the secure call flow and resume (assuming it was enabled to start with) when the call leaves the flow.
    https://help.mypurecloud.com/articles/secure-call-flows/

    If the caller is talking to an agent, the agent can use the secure pause button.
    https://help.mypurecloud.com/articles/pause-interactions-recording-protect-sensitive-information/

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    Melissa Bailey
    Genesys - Employees
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    Original Message


  • 3.  RE: Voice Transcription - filter content

    Posted 08-18-2021 16:28
    No replies, thread closed.
    Thank you Melissa for your quick response and the available options.  Have a great day.

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    Steven Strom
    Financial Industry Regulatory Authority, Inc.
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    Original Message


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