Genesys Cloud - Main

Hello community,

we are trying to enable the voicemail transcript for agents feature. we followed the instructions here: Enable agent voicemail transcriptions - Genesys Cloud Resource Center

Anyway we can't see the trasnscript of the vocemail, not even the transcript tab when the agent manages the interaction.

We opened a ticket which is still under investigation. I was just wondering if somebody here has already successfully setup the voicemail transcript for agents.

Thanks a lot!

Hi Alexandra,

It could depend on the type of voicemail being received, have you looked at the requirements here: Enable voicemail transcription

Hello community,

we are trying to enable the voicemail transcript for agents feature. we followed the instructions here: Enable agent voicemail transcriptions - Genesys Cloud Resource Center

Anyway we can't see the trasnscript of the vocemail, not even the transcript tab when the agent manages the interaction.

We opened a ticket which is still under investigation. I was just wondering if somebody here has already successfully setup the voicemail transcript for agents.

Thanks a lot!

Thanks, what do you mean with "type of voicemail"? Mine is a queue voicemail left by a customer on the IVR and routed to agents ad voicemail callback. Yes, I have also checked the instructions in the reported link.

Hi Alexandra,

It could depend on the type of voicemail being received, have you looked at the requirements here: Enable voicemail transcription

Hello community,

we are trying to enable the voicemail transcript for agents feature. we followed the instructions here: Enable agent voicemail transcriptions - Genesys Cloud Resource Center

Anyway we can't see the trasnscript of the vocemail, not even the transcript tab when the agent manages the interaction.

We opened a ticket which is still under investigation. I was just wondering if somebody here has already successfully setup the voicemail transcript for agents.

Thanks a lot!

Hello community,

we are trying to enable the voicemail transcript for agents feature. we followed the instructions here: Enable agent voicemail transcriptions - Genesys Cloud Resource Center

Anyway we can't see the trasnscript of the vocemail, not even the transcript tab when the agent manages the interaction.

We opened a ticket which is still under investigation. I was just wondering if somebody here has already successfully setup the voicemail transcript for agents.

Thanks a lot!

Hi Alexandra,

For ACD Voicemail Transcriptions, certain regions and languages are not yet fully supported. As a result, transcriptions may not be generated, and the corresponding "Transcription" tab in the ACD Agent UI may not appear. If this aligns with your situation, I'd encourage you to vote on this idea to help prioritize broader support.

Hello community,

we are trying to enable the voicemail transcript for agents feature. we followed the instructions here: Enable agent voicemail transcriptions - Genesys Cloud Resource Center

Anyway we can't see the trasnscript of the vocemail, not even the transcript tab when the agent manages the interaction.

We opened a ticket which is still under investigation. I was just wondering if somebody here has already successfully setup the voicemail transcript for agents.

Thanks a lot!

I have a ticket open for the same thing but not getting any replies.

Is this available in US East?

------------------------------
Daniel Cross
Systems Administrator

Original Message:
Sent: 08-04-2025 09:11
From: Vishwa Mudigonda
Subject: Voicemail transcript for agents

Hi Alexandra,

For ACD Voicemail Transcriptions, certain regions and languages are not yet fully supported. As a result, transcriptions may not be generated, and the corresponding "Transcription" tab in the ACD Agent UI may not appear. If this aligns with your situation, I'd encourage you to vote on this idea to help prioritize broader support.

------------------------------
Vishwa Mudigonda
Staff Product Manager

Original Message:
Sent: 08-01-2025 04:38
From: Alexandra Manea
Subject: Voicemail transcript for agents

Hello community,

we are trying to enable the voicemail transcript for agents feature. we followed the instructions here: Enable agent voicemail transcriptions - Genesys Cloud Resource Center

Anyway we can't see the trasnscript of the vocemail, not even the transcript tab when the agent manages the interaction.

We opened a ticket which is still under investigation. I was just wondering if somebody here has already successfully setup the voicemail transcript for agents.

Thanks a lot!

#Telephony

------------------------------
Alexandra Manea
Advanced Technology Senior Consultant
Indra Italia spajavascript:WebForm_DoPostBackWithOptions(new WebForm_PostBackOptions("ctl00$MainCopy$ctl05$PostMessageContributedContent$BtnSave", "", true, "", "", false, true))
Italy
------------------------------

Hi Alexandra,

For ACD Voicemail Transcriptions, certain regions and languages are not yet fully supported. As a result, transcriptions may not be generated, and the corresponding "Transcription" tab in the ACD Agent UI may not appear. If this aligns with your situation, I'd encourage you to vote on this idea to help prioritize broader support.

Hello community,

we are trying to enable the voicemail transcript for agents feature. we followed the instructions here: Enable agent voicemail transcriptions - Genesys Cloud Resource Center

Anyway we can't see the trasnscript of the vocemail, not even the transcript tab when the agent manages the interaction.

We opened a ticket which is still under investigation. I was just wondering if somebody here has already successfully setup the voicemail transcript for agents.

Thanks a lot!

Hi Vishwa,

I voted for the idea for sure. Anyway I am not understanding why it keeps not working.

I have tried with the default org language too.

I see the transcript of the voicemail left by the customer on the interaction detail in the transcript tab, but this transcript is not available in the Agent Desktop while the agent is managing the voicemail, even in the default org language.

By org default language I mean the one set on Organization Settings > Settings > Global Settings > Default Language. Is this what you mean?

Anyway I did not found any mention in the documentation about the supported languages for the transcript, only the Idea with the description of the missing feature. Is there any article describing the limitations?

thanks!

Alexandra

Hi Alexandra,

For ACD Voicemail Transcriptions, certain regions and languages are not yet fully supported. As a result, transcriptions may not be generated, and the corresponding "Transcription" tab in the ACD Agent UI may not appear. If this aligns with your situation, I'd encourage you to vote on this idea to help prioritize broader support.

Hello community,

we are trying to enable the voicemail transcript for agents feature. we followed the instructions here: Enable agent voicemail transcriptions - Genesys Cloud Resource Center

Anyway we can't see the trasnscript of the vocemail, not even the transcript tab when the agent manages the interaction.

We opened a ticket which is still under investigation. I was just wondering if somebody here has already successfully setup the voicemail transcript for agents.

Thanks a lot!

Hi Vishwa,

I voted for the idea for sure. Anyway I am not understanding why it keeps not working.

I have tried with the default org language too.

I see the transcript of the voicemail left by the customer on the interaction detail in the transcript tab, but this transcript is not available in the Agent Desktop while the agent is managing the voicemail, even in the default org language.

By org default language I mean the one set on Organization Settings > Settings > Global Settings > Default Language. Is this what you mean?

Anyway I did not found any mention in the documentation about the supported languages for the transcript, only the Idea with the description of the missing feature. Is there any article describing the limitations?

thanks!

Alexandra

Hi Alexandra,

For ACD Voicemail Transcriptions, certain regions and languages are not yet fully supported. As a result, transcriptions may not be generated, and the corresponding "Transcription" tab in the ACD Agent UI may not appear. If this aligns with your situation, I'd encourage you to vote on this idea to help prioritize broader support.

Hello community,

we are trying to enable the voicemail transcript for agents feature. we followed the instructions here: Enable agent voicemail transcriptions - Genesys Cloud Resource Center

Anyway we can't see the trasnscript of the vocemail, not even the transcript tab when the agent manages the interaction.

We opened a ticket which is still under investigation. I was just wondering if somebody here has already successfully setup the voicemail transcript for agents.

Thanks a lot!

Hi Daniel, 

Yes, this feature is available in US-East. There isn't a regional (US-East vs. EU, etc.) restriction. The gating factor is language/country coverage for Genesys' native voice transcription engine, which ACD Voicemail Transcriptions relies on. If your org's "Default Language" and "Default Country Code" are a supported pair (e.g., English + United States), the Transcript tab will appear for ACD voicemails once enabled.

Quick checks:

• Admin > Organization Settings > Security & Compliance → Agent Voicemail Transcriptions = On. Genesys Cloud Resource Center

• Your language/country is in the Native voice transcription list (that page lists the supported dialects). If you're using a combo that isn't covered (e.g., certain Italy + English cases), the tab won't show. Genesys Cloud Resource Center

• (Optional) If you need languages/dialects not covered natively, Extended Voice Transcription Services (EVTS) can add coverage. Genesys Cloud Resource Centerappfoundry.genesys.com

If all of the above look correct (and tested) and you still don't see transcripts in the agent UI, email me (vishwa.mudigonda@genesys.com) with your org's Default Language/Country and an example call (or any other relevant information), and we can help isolate whether it's a coverage vs. config issue.

Hi Vishwa,

I voted for the idea for sure. Anyway I am not understanding why it keeps not working.

I have tried with the default org language too.

I see the transcript of the voicemail left by the customer on the interaction detail in the transcript tab, but this transcript is not available in the Agent Desktop while the agent is managing the voicemail, even in the default org language.

By org default language I mean the one set on Organization Settings > Settings > Global Settings > Default Language. Is this what you mean?

Anyway I did not found any mention in the documentation about the supported languages for the transcript, only the Idea with the description of the missing feature. Is there any article describing the limitations?

thanks!

Alexandra

Hi Alexandra,

For ACD Voicemail Transcriptions, certain regions and languages are not yet fully supported. As a result, transcriptions may not be generated, and the corresponding "Transcription" tab in the ACD Agent UI may not appear. If this aligns with your situation, I'd encourage you to vote on this idea to help prioritize broader support.

Hello community,

we are trying to enable the voicemail transcript for agents feature. we followed the instructions here: Enable agent voicemail transcriptions - Genesys Cloud Resource Center

Anyway we can't see the trasnscript of the vocemail, not even the transcript tab when the agent manages the interaction.

We opened a ticket which is still under investigation. I was just wondering if somebody here has already successfully setup the voicemail transcript for agents.

Thanks a lot!

Hi Daniel, 

Yes, this feature is available in US-East. There isn't a regional (US-East vs. EU, etc.) restriction. The gating factor is language/country coverage for Genesys' native voice transcription engine, which ACD Voicemail Transcriptions relies on. If your org's "Default Language" and "Default Country Code" are a supported pair (e.g., English + United States), the Transcript tab will appear for ACD voicemails once enabled.

Quick checks:

• Admin > Organization Settings > Security & Compliance → Agent Voicemail Transcriptions = On. Genesys Cloud Resource Center

• Your language/country is in the Native voice transcription list (that page lists the supported dialects). If you're using a combo that isn't covered (e.g., certain Italy + English cases), the tab won't show. Genesys Cloud Resource Center

• (Optional) If you need languages/dialects not covered natively, Extended Voice Transcription Services (EVTS) can add coverage. Genesys Cloud Resource Centerappfoundry.genesys.com

If all of the above look correct (and tested) and you still don't see transcripts in the agent UI, email me (vishwa.mudigonda@genesys.com) with your org's Default Language/Country and an example call (or any other relevant information), and we can help isolate whether it's a coverage vs. config issue.

Hi Vishwa,

I voted for the idea for sure. Anyway I am not understanding why it keeps not working.

I have tried with the default org language too.

I see the transcript of the voicemail left by the customer on the interaction detail in the transcript tab, but this transcript is not available in the Agent Desktop while the agent is managing the voicemail, even in the default org language.

By org default language I mean the one set on Organization Settings > Settings > Global Settings > Default Language. Is this what you mean?

Anyway I did not found any mention in the documentation about the supported languages for the transcript, only the Idea with the description of the missing feature. Is there any article describing the limitations?

thanks!

Alexandra

Hi Alexandra,

For ACD Voicemail Transcriptions, certain regions and languages are not yet fully supported. As a result, transcriptions may not be generated, and the corresponding "Transcription" tab in the ACD Agent UI may not appear. If this aligns with your situation, I'd encourage you to vote on this idea to help prioritize broader support.

Hello community,

we are trying to enable the voicemail transcript for agents feature. we followed the instructions here: Enable agent voicemail transcriptions - Genesys Cloud Resource Center

Anyway we can't see the trasnscript of the vocemail, not even the transcript tab when the agent manages the interaction.

We opened a ticket which is still under investigation. I was just wondering if somebody here has already successfully setup the voicemail transcript for agents.

Thanks a lot!