Enable agent voicemail transcriptions

  • Directory > Organization > Admin permission

Set Genesys Cloud to enable transcription of ACD voicemails for agents.

  1. Click Admin.
  2. Under Account Settings, click Organization Settings.
  3. Click the Settings tab.
  4. Under Security & Compliance, turn the Agent Voicemail Transcriptions toggle switch on or off:
    • ON — Enables transcription of ACD voicemails for agents in your organization.
    • OFF — Disables transcription of ACD voicemails for agents in your organization.
  5. Click Save.

For more information about viewing the transcription of ACD voicemail interactions, see Work with ACD voicemail interactions.