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Configure the Voice Call record layout to show real-time transcription

ACI is Avaya’s cloud-based intelligence platform which builds upon Service Cloud Voice and enables Tenfold for Service Cloud Voice to produce real-time call transcriptions from voice calls.

ACI supports the following language and regional configurations:

To configure real-time transcription:

  1. In Salesforce, open any voice call record page.

    OpenVoiceCallRecord.png

  2. Click Settings (gear icon) at the top right, and then click Edit page in the list.

    ClickEditPage.png

    The voice call record page layout opens.

  3. Drag the Conversation Body component from the far left pane to the middle pane under the Details sub tab.

    DragConversationBody.png

    The updated layout will look similar to this screenshot:

    UpdatedLayout.png

  4. Follow the instructions that display on the screen to save your changes.

In this section: