Additionally, users can view the transcription directly within the Webex App. This feature supports transcription for both individual voicemails and group or shared voicemail accounts.

Enable or disable voicemail transcription for a location

The supported languages are:

  • English

  • German

  • Spanish

  • French

  • Italian

  • Japanese

Japanese transcription is not supported for the Kingdom of Saudi Arabia(KSA) region.

You can enable or disable this feature for a location in Control Hub.

1

Log in to Control Hub https://admin.webex.com, go to Management > Location, and then select the location you want to update.

2

Click Calling and scroll to Calling feature settings list, click Voicemail transcription.

3

Toggle Transcribe voice message in-app and email a copy to the user to enable or disable voicemail transcription.

The transcription will not be sent to the user's email unless the Email a copy of message or Use external mailbox is enabled in the voicemail settings for the individual user or voicemail group.

You can set these settings for a user on the Users tab. Find the user to modify and select Calling > Voicemail. For information on setting up voicemail settings for a user, see Configure and manage voicemail settings for a Webex Calling user.

If enabled, users at this location receive an email with the transcribed voicemail, along with a recording of the voicemail. If disabled, the email only contains the recording of the voicemail.

Reasons why voicemail transcription is not available

The system does not produce a transcript if the overall quality or accuracy of the transcript is poor. It may happen if the audio quality was bad due to the following constraints.

A voicemail transcription may not be available for the following reasons:

  • Noisy background

  • Poor audibility

  • Unsupported language words present in the audio

    Voicemail transcription is available only for voicemails left in supported language.

  • Heavy accent

Limitations with voicemail transcription

The following are important pointers to note when using voicemail transcription:

  • When you forward or reply to a voicemail from the voice portal voicemail isn’t transcribed.

  • When a user composes a voicemail and sends to users from a voice portal, the voicemail isn’t transcribed.