How to configure transcription

Note Enterprise Plus License Only

Introduction

The transcription feature can writes the transcriptions directly to CRMCRM stands for Customer Relationship Management and is a method/technology for managing contacts of customers. CRM helps to offer each customer an individual value proposition based on its wishes. In addition, CRM makes it visible which customers represent higher value for the organization and therefore might be served in a different way..

 

Requirements

 

​​Transcripting in Plugin Framework

There are a few settings required t​o allow plugins to use transcripting functionalities. There are two settings that control logging of transcripted messages which go into the "settings" list on SharePoint. The other settings are plugin specific and go into the "pluginsettings" list. SharePoint template v6 or higher is required. See table below.

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 Settings

Setting

​Description

​Example value

Scope

​PluginPath

​Full path to the dll of the transcriptor plugin.

​C:\data\plugins\transcriptors\Google\Wsp.Anywhere365.SpeechToTextEngine.Impl.GoogleSpeech.dll

​Transcriptor​​​​

 

​​​Plugin specific settings

​​​​Google Speech

When using Google Speech there is only one setting required. To setup Google Cloud follow this guide: https://cloud.google.com/text-to-speech/docs/quickstart-protocol​.

Make sure the "Cloud Speech-to-Text API" is enabled.

The following settings need to be added in the "pluginsettings" list.

​Setting​​

​Description

Scope

​GoogleCredentialJson

​​The plain text JSON of the credential. Do not enter the path to the file, but the content of the file.

Transcriptor

Proxy server with Google Speech

To use a proxy server with Google Speech you will need to add an Environment Variable to your system (not to user only). Add the variable http_proxy​ with the value http://proxyserver.local:8080 .

 

Transcription Recording

Note Available in Core 8.0 or higher.

Introduction

The transcriptions can also be recorded in a text file.

 

Configure

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.

{

"Version": "1.0",

"DialogueId": "f748e530-6955-47a6-b7da-0de1fe0d8ea3",

"HistoryParticipants": [

{

"Id": 0,

"ParticipantUri": "sipThe Session Initiation Protocol (SIP) is a protocol to make multimedia communication (audio, video and other data communication) possible and it is also used for Voice over IP (VoIP). SIP has similarities with other Internet protocols such as HTTP and SMTP.: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": []

}