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Enable voicemail transcription

Include written transcriptions of voicemails in email notifications for voicemails. The transcriptions within an email apply only to Communicate or non-ACD voicemails. The transcriptions do not appear in the Genesys Cloud . 

  1. Click Admin.
  2. Under Account Settings, click Organization Settings.
  3. Click Menu > Account > Organization Settings.
  4. Click the Settings tab.
  5. Under Security & Compliance, enable . 
  6. Enable Allow PII in Email Notifications and then turn the Include Voicemail Transcription in Email toggle switch on or off:
    • ON — Enables voicemail transcription across the organization.
    • OFF — Disables voicemail transcription across the organization.
  7. Click Save.
Notes:
  • Genesys includes voicemail transcription minutes in its . If you exceed the number of minutes included in the fair use policy, you are billed an overage charge.
  • Users receive transcriptions in the language that they have selected for Genesys Cloud. For more information, see .
  • Genesys Cloud sends voicemail notifications 300 seconds after the caller leaves a voicemail. If the voicemail is longer than 5 minutes, Genesys Cloud does not include a voicemail transcription.
  • The view does not include voicemail transcripts, which are only available in the email notification.
  • Voicemail transcription is not available in the FedRAMP region.