Transcription working for most, not all

[TLCtech]

Im currently running an Enterprise instance of 3cx with Google integration. Transcription is working for most people, but some it never seems to work. Some calls also just dont get transcribed even when they would for that user normally.

One person in particular is having issues with this. I have set her up to transcribe both voicemail and call recordings. As far as I know, the calls do not work for her. She hasnt gotten back to me about her voicemails.


The settings are correct as far as I understand. Where else should I look for something that could be holding one or two users up? And about these calls that dont transcribe, is that normal? Usually all mine transcribe but sometimes they do not. I can pull these calls into Otter and do it.

Thank you in advance.

 

[ivank]

Her call recordings are Off, so unless she speaks to another user with recordings On, there's nothing to transcribe

 

[TLCtech]

Her call recordings are Off, so unless she speaks to another user with recordings On, there's nothing to transcribe

No I am getting recordings. I just dont have them automatically turned on. Ive tried to convince mgmt to do that. We already tell callers we record. But they want it manually done.

I get the audio but no transcription. Otter Ai can do it once I download the audio and upload it for them.

 

[ivank]

Are those direct calls or thru a queue?

 

[TLCtech]

Are those direct calls or thru a queue?

I assume they called in through reception queue and got transferred from reception to our attorney.

 

[ivank]

What's set for that queue in regard of transcription?

 

[TLCtech]

What's set for that queue in regard of transcription?

This is the only setting I see in the call queue settings for call recording, in Advanced.

 

[ivank]

Queue/RingGroup > Options > Transcription setting defines what happens to a call coming from that queue.
And it overrides the setting of any other user of the call, even after transfer.

 

[TLCtech]

Queue/RingGroup > Options > Transcription setting defines what happens to a call coming from that queue.
And it overrides the setting of any other user of the call, even after transfer.

Well damn. My bad I did miss that. Thank you for pointing that out. Its been changed to voicemail and call recordings on both inbound queues.

 

[nathan0707]

I have the same issue transcription missing for some not all and all settings are correct, I have internal calls that btw the same extensions sometimes it works some times it doesn't with no rhyme or reason and no ability to hit retry.