Enable agent voicemail transcriptions

Prerequisites

The following permissions:

  • Directory > Organization > Admin
  • Telephony > Plugin > All

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.