Use Case - Setting Up Transcription

Learn how to set up transcription for your services and users step by step.

INC Beta Feature

This feature is in BETA status. Functionality, design and scope may still change significantly over time.

In this use case, we are going through the steps needed for setting up the Transcription feature, including

  • Service Administration steps to enable transcription and live caption for your services and make them visible via widgets.
  • User Administration steps to enable the Transcription feature for service users.

INC Azure Billing Transcription


The usage of the Transcription feature will cause additional monthly ACS costs. The costs are determined by Microsoft. Also see

  • Before enabling the Transcription feature, get in touch with your Luware Customer Success specialist to discuss terms, usage scenarios and necessary setup procedures.
  • Please note that Nimbus and Transcription support does not cover pricing discussions or make recommendations based on Microsoft Azure infrastructure.

INC Transcription Preconditions


  • Enterprise Contact Center The service needs to have an Enterprise or Contact Center license assigned in order to use the Transcription feature.
  • Your tenant needs to have available Transcription licenses in Licenses Tenant Settings.
  • As an Administrator, you need to set up the speech service in Azure and note down the API key. The API key needs to be added in the Nimbus settings.
    💡Note that the usage of the Transcription feature will cause additional monthly ACS costs.
  • As an Administrator/Team Owner you need to enable Transcription in Service Settings > Virtual Assistants and add it as widget via Extension Service Settings.
  • Each user that wants to use the Live Caption/Transcription feature needs to have a Transcription license applied. This is done by an administrator in General User Settings.

INC Icon Legend Accordion

Show Icon Legend

💡 = A hint to signal learnings, improvements or useful information in context. 🔍 = Info points out essential notes or related page in context.
☝ = Notifies you about fallacies and tricky parts that help avoid problems. 🤔 = Asks and answers common questions and troubleshooting points.
❌ = Warns you of actions with irreversible / data-destructive consequence. ✅ = Intructs you to perform a certain (prerequired) action to complete a related step.

Step 1: Add a Speech Recognizer

  1. Go to Configuration > Virtual Assistants > Speech Recognizers.
  2. Click Create New.
  3.  Add a Name, Organization Unit, Type, Region, the API key and language to be recognized.
    💡 If no language is selected, the language will be auto-detected.

    💡 The usage of Standard Azure AI Services will cause Azure Cognitive Services costs. For more information, read the Microsoft Documentation.
  4. Click Create.

Step 2: Enable Voice Transcription and Live Captioning for Your Service

  1. Go to Service Administration.
  2. Select the service for which you want to enable the Transcription feature.
  3. Make sure that your service has an Enterprise or Contact Center license assigned in General Service Settings.
  4. Go to the tab Virtual Assistants Service Settings.
  5. Enable Voice Transcription and (optionally) Live Captioning.
    💡 Note that Live Caption only works if both Live Captioning and Voice Transcription are enabled.
  6. In the field Speech Recognizer, select your previously created Speech Recognizer. 
  7. Click Save & Apply.

Step 3: Setup the Widget

💡 This step is necessary if you want to make Live Caption and Transcription visible for the user in Nimbus Portal. If Live Caption and Transcript are disabled in Extensions Service Settings, Transcripts will be saved in the background but users won't see them in Nimbus Portal.

  1. Go to Extensions Service Settings.
  2. In section widget,  enable Live Caption and Transcript.
  3. Click Save & Apply.

Step 4: Assign a Transcription License to Yur Service Users

  1.  Go to User Administration.
  2. Select the user you want to assign a Transcription license to and click Edit.
  3. Enable Transcription in General User Settings.

    💡 Make sure that the user is a member of a service with Transcription/Live Captioning feature enabled.
    ⮑ Service users should now see the Transcript widget in My Sessions. If they don't have a Transcription License applied, the error message “Transcription not available. User Transcription License missing.” is shown in the widget.
Transcript widget in My Sessions. If there is no transcript for a session, the message “No transcript is available for this interaction” is shown.


INC Transcription Troubleshooting

Not seeing any transcripts in the Transcript widget can have several causes. The following table lists error messages and explains why they are shown.

Message 🤔 Why do I see the message?
No transcription is available for this interaction. There was no transcription generated for the selected conversation.
No transcription is available for this interaction. 
Task was not accepted.
The selected call was not accepted and therefore there is no transcribed conversation.

Transcription not available.

User Transcription License missing.

The user doesn't have a Transcription License assigned. Transcription Licenses can be assigned to users in Users > General User Settings > Licenses.

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