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Introduction

x-bees allows to view real-time transcription of ongoing calls and conferences, as well as access the transcriptions in the relevant x-bees conversations whenever required. This allows agents to always have access to the history of communication with a client and never miss anything important. 

Requirements 

• x-bees Standard license or higher
• WMS 6.06.20240213 or higher
• ACL “Can See call recordings” enabled for users who should have access to transcriptions, both for calls and conferences. If the user has the permission but did not participate in the conference, to be able to access the transcription, the user should have ACL “Can See analytics” of the users who participated in the conference. 

View transcription of a conference

1. During the conference, click the Transcription button in the top right corner under the Info button:

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View transcription of a call

How to enable

Real-time transcription of calls is available only if the below conditions are met:

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If you want to transcribe specific calls only, use the parameter only in a particular Dialplan procedure (in this case the parameter should be set before the Record application), for example:

How to use 

To view transcription during call recording, click on the Transcription button:

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After the call, you can see the links to open or download the transcription in the conversation:

Get transcriptions of calls and conferences

To email

Summary of the call/ conference and transcription are sent to emails of the PBX users participating in the conference, if Transcription was enabled:

To Salesforce

In case Salesforce Auto Logging integration is enabled (for more information, check the documentation: x-bees Admin Guide), the summary and transcription of calls are automatically added to Salesforce:

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