The Transcription feature enables live captioning and voice transcription for calls. It uses Speech-to-Text (STT) technology for converting spoken words into written text. When enabled, the Transcription feature appears as a widget in My Sessions and within the Attendant Console sidebar.
INC Azure Billing Transcription
AZURE BILLING
The usage of the Transcription feature will cause additional monthly ACS costs. The costs are determined by Microsoft. Also see https://azure.microsoft.com/en-us/pricing/details/cognitive-services/speech-services/.
- 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
PRECONDITIONS
✅Related: Refer to Use Case - Setting Up Transcription for detailed step-by-step instructions.
Licensing:
- 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 Companion licenses in Licenses Tenant Settings.
- Each Nimbus User that wants to use the Live Caption/Transcription feature needs to have a Companion license applied. This is done by an administrator in General User Settings.
- As an Administrator/Team Owner you need to enable the Live Caption/Transcription features in Companion Service Settings and add it as widget via Extension Service Settings.
API Services1:
- As an Administrator, you need to set up speech services in Azure and note down the API key.
- The API key needs to be added in the Nimbus Speech Recognizer settings. The configured Speech Recognizer is then used for Transcription.
1 🔎Notes: This feature uses a speech recognition engine hosted by Microsoft and supports regions as specified by Microsoft AI services. The usage of the Transcription features and related APIs will cause additional monthly ACS costs outside of your Nimbus subscription.
Live Caption
✅ Precondition: Transcription must be set up first to use Live Caption.
Live captions are audio transcriptions generated real-time during call sessions. When a call is accepted, a bot is invited to the call in order to start the audio transcription of the session. As a user, you see your spoken conversation with the caller in the Live Caption widget. Live Caption is only visible during ongoing calls, visible in either My Sessions widget and within the Attendant Console sidebar.
 |
 |
Transcription Saving
When the call session is ended, the live caption is saved as a transcript. If you have an ACW configured for the service, you get the following message while the transcript is being saved: "Your transcription is currently being processed and will be shown shortly".
⮑ Once the final transcription is processed, it appears in the Transcription widget.
💡Good to know:
- You can also access your prior session transcripts by clicking on a concluded session in My Sessions. If available, the transcript of the session is then opened in the Transcription" widget.
- Once enabled, Transcription is also available in Attendant Console within the sidebar.
Troubleshooting
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. |
Known Limitations
INC Transcription Limitations
KNOWN TRANSCRIPTION LIMITATIONS
- Transcription is currently only supported for inbound calls. Outbound Calls (i.e. Call On Behalf ) will not be transcribed.
- Using Live Captioning currently mandates Transcription to be enabled as well. Speech Recognizers are required for both features.
💡We are actively working on further improvements to make both features configurable separately.
Supervision - By Design (Not a limitation): As long as Supervisors remain in Listen or Whisper mode during a conversation, their voice is not being transcribed. Only during ”Barge In" they are part of the conversation and transcription is active.