Transcription Scenarios

An agent has a transcription and call recording license is part of a Call Recording profile that has Transcription enabled. The Call Recording profile is set to record all calls, so when the call comes in, QMS immediately starts recording. The recording continues until a hang-up is detected. At this time, the MPS will begin processing the recording and convert it to an .mp3 or .opus file. In addition, it will recognize that this call should be transcribed, so it will also create a .wav and .dat file that will be sent to the transcription engine. The MPS will also connect to the transcription engine, sending the file and information about the transcription request. The transcription engine will respond that the files were received. At this time, we have not received a transcription, so the recording search will not show the transcription, but it will indicate that we are waiting for a transcription to complete. Once the transcription engine completes the transcription, the requesting MPS will be notified and it will download the transcription file. The transcription is stored with the recording file as a text file and the transcription is accessible in the Recording’s edit page.

In this case, the agent is not assigned to a call profile. Alternatively, they could be assigned to a profile that is set to record 0% or any percent where the current call is not recording. An administrator monitoring the call in the Real Time view that has On Demand recording license and permissions could start recording the agent’s call. Once the call has ended or the administrator stops the recording, MPS will process the recording file. It will also check the On Demand Transcription settings on the General Settings page to determine if the call should be transcribed.

This scenario can happen in one of two ways. The first way is that the agent is associated with a Call Recording profile that has disabled Transcription. In this case, the recording will be created and processed normally, but there will be no transcription for that recording. This can also happen if the recording was created as an OnDemand recording and transcription is disabled in the General Settings tab. In this case, also, the recording is created but no transcription. This does not, necessarily, end the transcribability of that recording however as the TranscribeNow feature could be utilized at a future time.

The TranscribeNow feature allows an after the fact transcription of any eligible recording. The administrator who is initiating the TranscribeNow must have appropriate license and permissions, but if they do and the recording is no already transcribed, then the TranscribeNow button will be accessible in the recording wav player on the edit screen. Clicking TranscribeNow does several things. First, QMS tracks down the recording and recorder that made the recording and finds MPS associated with the recorder. If the recording is ultimately not available or there is no MPS available that is configured to connect with a transcription engine, then the TranscribeNow will fail.

Assuming an MPS can be found, the recording must first be converted back to a .wav format that can be used to send to the transcription engine and it also creates the .dat file needed.