Enable or disable voicemail transcription for a location

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

Before you begin

The supported languages are:
  • English

  • German

  • Spanish

  • French


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


In the Call Settings list, click Voicemail.


Toggle Transcribe voice message to enable or disable voicemail transcription.

Enable the toggle and Use internal mailbox option for the voicemail transcription to work.


Select Email a copy of message to receive an email with the transcribed voicemail. You can set these settings for a user on the Users tab. Find the user to modify and select Calling > Voicemail. For more information about 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.