Use this Company Call Recordings (CCR) add-on feature to transcribe those same recordings automatically. Company Call Recordings is required to use this feature.
- View transcriptions in the Admin Portal, Desktop App, Mobile App, or within your Vonage Integration Suite (VGIS) productivity tool.
- Obtain transcription usage in the Admin Portal under Company Call Recordings.
- Receive an email notification when you reach 90% of your transcription usage.
When your transcription limit is reached, transcriptions stop until space is freed up or more hours are purchased.
Cost: AI Transcription for Company Call Recordings add-on is $79.99 per month and includes 200 hours of transcription. Additional transcription hours can be purchased in 200-hour blocks for $79.99 each.
Add AI Transcription for Company Call Recordings
To add AI Transcription for Company Call Recordings, contact us at 1300 10 81 84.
View Company Call Recordings Transcriptions
You can view transcriptions within the VBC platform or within your VGIS productivity tool. Permissions set by the Super User determine Administrator and End User access to recordings/transcriptions for both the Desktop App and Mobile App, whether you are accessing directly or through your productivity tool.
Set User Permissions (Super User Only)
Use these steps to adjust Administrator access to manage recordings/transcriptions, and to grant End Users access to recordings/transcriptions in the Desktop App and Mobile App, whether they access directly or through their VGIS productivity tool.
- Sign in to the Admin Portal.
- Click Phone System, then click Company Recordings.
- Click Permission Mgt, then set access for Administrators and End Users as follows:
| Administrator |
- Select an Administrator from the menu and set options as applicable:
-- Create, edit and delete own rules
-- Play own recording
Forward and download own recordings
Delete own recordings
-- Play other peolples's recordings
Forward and download other people's recordings
Delete other people's recordings - Click Save.
|
| End User |
- Scroll to Desktop Recording Access.
- Mark Allow access to end users to company call recordings.
This opens access in both the Desktop App and Mobile App. - Click Save.
|
View in Admin Portal, Desktop App, or Mobile App
Admin Portal
- Sign in to the Admin Portal.
- Click Phone System, then click Company Recordings.
- Click Recordings (at top), then hover over the recording and click the Details option; the transcription details are organized as follows:
| Header (Top) |
- Name of the Transcription: <Caller/Callee’s name> + <Call Transcription>
- Download and Delete actions based on permission:
| Download |
- Audio Recording- Download Only Call Audio Recording An .mp3 file
- Call Transcript- Download only a .txt file
- Call Summary- Downloads only a summary of the call; only a .txt file
- All Files- Downloads Call Summary, Call Transcription, and Audio Recording
| | Delete |
Delete all data, which includes both Audio and Transcription.
NOTE: Recordings are saved until deleted.
|
|
| Summary |
Shows the number of participants / call direction and includes:
| Title | Theme/Main Topic | | Recep | Key discussion points (list format) | | Action Items | Decisions/follow-ups (list format) |
|
| Recording Info |
Includes key recording details about the call, such as:
- Calling Party Number
- Calling Party Name
- Date
- Time
- Called Party Number
- Call Direction
- Length
|
| Transcript |
| Search | Search for specific keywords, where matches are highlighted. | | Transcription | Displays the full transcription of the call. |
|
NOTE: When you select Bulk Download or Download All, the downloaded files include the call audio recording, call transcription, and call summary.
Desktop App
- Sign in to the Desktop App.
- Click Calls, then click the Recordings tab.
- Click a recording to view the status of the transcription.
| If... | Then... |
| Success | Displays an option to view transcription if complete. |
| Pending | Indicates transcription is in progress. |
| Failed | Displays an error message; a transcription was not captured. |
- Click Full View to open the transcription that is organized as follows:
| Header (Top) |
- Name of the Transcription: <Caller/Callee’s name> + <Call Transcription>
- Date and Time of the recording
|
| Summary |
Shows the number of participants / call direction and includes:
| Title | Theme/Main Topic | | Recep | Key discussion points (list format) | | Action Items | Decisions/follow-ups (list format) |
|
| Transcript |
| Search | Search for specific keywords, where matches are highlighted. | | Track Audio |
Enabled by default and highlights the transcribed text as audio plays.
NOTE: If you disable this option, it reverts to enabled when you sign out.
| | Hover Actions |
Hover over excerpts of the transcription to complete the following actions:
- In the Play Transcription section, playback is initiated for the selected excerpt.
- In the Copy Transcription section, the selected excerpt is copied.
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|
Mobile App
- Sign in to the Mobile App.
- Tap Apps.
- Go to the My Apps tab, then select Company Call Recordings or On-Demand Call Recordings.
- Locate the recording and tap on it to view the transcription.
View in Your VGIS Productivity Tool
Your VGIS Administrator must export these transcriptions before you can view them in the VGIS Web extension, Desktop App, and Mobile App. Additionally, for the Desktop App and Mobile App, ensure these permissions have been enabled.
| Web |
- Click the V icon in your browser (upper right) and sign in.
- Click Contact History (top Left), then scroll to the call you want to view.
- Click Call Details to open the Activity window.
- Click the Pencil icon to view activity details, then click the icon to open in your productivity tool.
|
| Desktop |
- Sign in to the Desktop App.
- Scroll to My Apps, then open your VGIS productivity tool.
- Click the Pencil to access the activity details, then click the icon to open in your productivity tool.
|
| Mobile |
- Sign in to the Mobile App.
- Tap Apps > My Apps, and select your VGIS productivity tool.
- Tap on the call activity you want to view, then tap the Pencil icon.
- Scroll to and tap the transcription to view details.
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