Dialogue Cloud

How to configure UCC Transcription

The transcription feature enables the conversion of spoken customer dialogues into written text using the UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. Plugin Framework. By utilizing the Transcription node in Anywhere365 Dialogue Studio, you gain access to the transcribed text, which can be seamlessly written to a CRM Customer Relationship Management, or CRM, is (usually) a software-based, data management method to deal with interactions with customers and potential customers. or database, or utilized for more advanced analytical scenarios

Note

This feature is only available to Enterprise Plus License users.

Prerequisites

  • a Google Cloud, with Cloud Speech-to-Text API enabled and json credentials

or

  • a Microsoft Azure Cognitive Services Speech resource key and region

    Note

    Introduced in DC2024.01

    Announcement

    Not yet available in Dialogue Cloud. Expected in DC2024.02

Transcription Settings

There are a few settings required to allow plugins to use transcription functions. The below first two (optional) settings can be set in the SharePoint UCC's general Settings list and allow transcribed text to be written to the general UCC log file for developer debug reasons. The other settings are vendor transcription plugin specific and go into the PluginSettings list. See expandable menu's below.

(optional) Settings

Setting Description Example value
EnableTranscriptLogging

Enables the visibility of the transcripted text in the logs. This setting can impact privacy and should only be set to true for debugging purposes.

True

default: False

EnableTranscriptIntermediateLogging

Enables logging of intermediate results. Some transcriptors are able to provide incomplete results while listening. When this setting is set to True all intermediate results are written to the log. When set to False it will only log final messages. This setting only has effect when EnableTranscriptLogging is set to True.

True

default: False

Plugin specific configuration

Note

Only one plugin can be selected and configured in a UCC. Sending transcription to multiple vendors at once is not a supported scenario.

Google Transcription

Microsoft Transcription

(Optional) Transcription Recording

Introduction

The transcriptions can also be recorded(written) to a text file and saved .

Prerequisite

The Transcription node must be utilized in Dialogue Studio during either the Incoming Call or InDialogue phase. If the Transcription node is not activated in these phases, the transcription process will not initiate, and no recordings will be made.

Settings

Setting Value Description
UseTranscriptRecording

true

If true, transcript will be recorded

Location

The Recording will be stored at the same location as the audio recordings, Learn More

Data Format

In the example transcription below, you see that transcriptions have an "IsFinal" flag that indicates if the transcription has completed. Intermediate results are also logged. To determine the name or uri of the participant for which audio was transcribed, the TranscriptHistoryMessage.ParticipantId can be joined with the HistoryParticipant.Id.

Copy
JSON
{
   "Version":"1.0",
   "DialogueId":"f748e530-6955-47a6-b7da-0de1fe0d8ea3",
   "HistoryParticipants":[
      {
         "Id":0,
         "ParticipantUri":"sip:ucctestuser1406@anywhere365.net",
         "ParticipantDisplayName":"ucctestuser1406@anywhere365.net",
         "ParticipantType":"Customer"
      }
   ],
   "ChatHistoryMessages":[
      
   ],
   "TranscriptHistoryMessages":[
      {
         "Language":"nl",
         "Transcript":"Hello",
         "IsFinal":false,
         "ParticipantId":0,
         "Timestamp":"2020-01-06T11:38:34.8081659+01:00",
         "Index":0
      },
      {
         "Language":"nl",
         "Transcript":"Hello world",
         "IsFinal":true,
         "ParticipantId":0,
         "Timestamp":"2020-01-06T11:38:34.8236803+01:00",
         "Index":0
      }
   ],
   "TranslationHistoryMessages":[
      
   ]
}