Scribe

Introduction

Scribe is a new commercial module released in 2024 for FreePBX/PBXact versions 15, 16 and 17 that enhances your communication capabilities through advanced transcription services.

The Scribe module is based on best-in-breed Large Language Model technology and partnerships that integrate easily with FreePBX/PBXact Voicemail and Call Recordings modules to transcribe audio files into smart text representations (also known as Scribes.)

This module utilizes Artificial Intelligence to generate a comprehensive summary of the transcription while also emphasizing overall customer satisfaction.

This module offers a range of convenient functionalities, including:

• Seamlessly integrates, minimizing configuration complexity.

• Improves communication by enabling transcription of audio content for users and groups using User Management module.

• To provide users with cost insights, the module will analyze the average and total duration of audio files and voicemails from the previous few months. This analysis will be based on the current system usage, allowing users to predict costs associated with transcription services.

• Ensures transcripts are easily accessible whenever needed either via the UCP portal for the users , Sangoma Desktop client, Sangoma Mobile / Talk app, Voicemail-to-Email integration, or via the admin UI.

• Maintains data security and privacy compliance standards.

Scribe module

By incorporating the "Scribe" commercial module, PBX users can effortlessly access its powerful features for audio transcription, enabling them to transcribe audio files quickly and accurately. This integration enhances the overall transcription capabilities of the system, facilitating the conversion of audio content into text.

Key benefits of integrating the "Scribe" module:

1. Artificial Intelligence: This module utilizes AI to generate a comprehensive summary of the transcription while also emphasizing overall customer satisfaction.

2. Improved Accessibility: Transcribed content becomes more accessible, allowing users to read, search, and analyze spoken information more effectively.

3. Enhanced Documentation: Transcripts provide a permanent record of spoken conversations, meetings, and voicemail messages, making it easier to document and reference important information.

4. Data-Driven Insights: The availability of transcribed data enables users to extract valuable insights and analytics from their audio content.

5. User-Friendly Interface: The "Scribe" module seamlessly integrates into the PBX Reporting section, ensuring a user-friendly experience for managing transcription tasks.

6. Versatile Applications: Transcription can be applied to various use cases, including call recordings, voicemail messages, and more.

7. Cost-Efficiency: By automating transcription processes, users can save time and resources compared to manual transcription services.

Overall, the integration of the "Scribe" module into the Reporting section of your PBX empowers users with efficient and accurate audio transcription capabilities. This enhancement facilitates better data management, accessibility, and decision-making within the PBX system, making it a valuable addition to businesses and organizations.

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How to install 

To utilize the "Scribe" commercial module, a valid commercial module license is required for its proper functioning.

Installation via Module Admin Section

The Module Admin section in PBX provides a user-friendly interface for managing and installing modules. To install "Scribe" using this method, follow these steps:

1. Log in to your PBX administration panel.

   1. Open your web browser and access the PBX administration panel.

2. Navigate to the "Admin" menu and select "Module Admin."

   1. Click on the "Admin" menu within the interface and choose "Module Admin."

3. Locate and select the "Scribe" module from the available modules list.

   1. You may need to update your module list by clicking “Check Online.”

   2. Scroll through the list of available modules and find "Scribe."

4. Click on the "Download and Install" or "Purchase and Install" button, depending on whether you have already acquired a license for the module or need to purchase one.

   1. If you've already obtained a license, choose "Download and Install." Otherwise, select "Purchase and Install" to acquire a license.

5. Follow the on-screen prompts to complete the installation process.

   1. The system will guide you through the installation steps. Simply follow the prompts to finalize the installation.

6. Once installed, the "Scribe" module will be ready to use.

7. You can access and configure the module's settings according to your requirements.

Installation via PBX CLI

The PBX Command Line Interface (CLI) allows for advanced management of the PBX system. To install "Scribe" using the CLI, follow these steps:

1. Access the command line interface of your PBX system, either through SSH or directly.

   1. Depending on your setup, connect to the PBX system's command line interface.

2. Execute the command fwconsole ma downloadinstall scribe.

   1. Use the command fwconsole ma downloadinstall scribe to initiate the installation of the "Scribe" module.

3. Wait for the installation to complete, and the "Scribe" module will be installed and ready to use.

By following either of these installation methods - GUI or CLI - you can set up the "Scribe" commercial module in your PBX system and take advantage of its advanced features for transcribing audio files.

Scribe Dashboard

Scribe Dashboard provides a quick summary of overall transcription usage and also shows usage based on individual call recordings and voicemail services.

1. Usage and Cost predictor

2. View Transcription

3. Scribe users

4. Scribe Settings

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Scribe Usage and Cost Predictor

Cost predictor option is available even if the system does not yet have an active license for the “Scribe” module.

This option will help you to understand the current voicemail and call recording usage of your system, which will help you to make the decision to purchase the required SKUs for the transcription.

Please note, this is just an approximate estimate.

How to enable Scribe

The system administrator has the authority to enable or disable the Scribe transcription feature for individual users or groups through the User Management module.

Transcription services are tailored to individual user preferences.

We can enable/disable the transcription for Voicemail and Call recording services.

By default, transcription is disabled.

Enabling Scribe for Voicemail

User Manager Group level

You can enable/disable the transcription at the user manager group level as shown in below screenshot.

User Manager User level

Each user will have an option to either enable/disable the Scribe Voicemail transcription, or they can inherit the permissions from the associated group.

Enable Scribe for Voicemail to Email

If the Voicemail-to-Email option is enabled for the user, Asterisk will automatically send an email upon receiving a voicemail. The Scribe module needs to manage the email generation process to include the voicemail transcription.

When the "Voicemail to Email" setting is enabled in the Scribe module dashboard, the Scribe module will configure the "mail command" for voicemail.

This setting will overwrite any existing mail command configuration.

Voicemail → Configuration screenshot where it shows:

1. The {VM_PBX_SCRIBE} variable in the Email Body that will be substituted with the text transcription. Note that no dollar sign is used.

2. How the Scribe module is adding its own Mail Command configuration (circled at the bottom).

Enabling Scribe for Call Recordings

Allows the user to select which types of calls should be transcribed.

User Manager - Group Level

User Manager - User Level

Creating multi-channel or Stereo call recordings

To achieve more accurate sentiment analysis from call recordings, it's beneficial to have multi-channel recording files.

Enabling this option will overwrite the post-call script configuration, which will help the Scribe module to merge the generated recordings files.

By default, Asterisk generates mono-channel recordings, hence enabling this feature will provide better sentiments analysis along with more accurate transcription diarization.

(Diarisation is the process by which individual speakers are identified by separating out their speech.)

How to view transcriptions

You can view the transcription via the Scribe dashboard. Click on the donut graphs to bring up the pertinent direction eg. inbound or outbound.

Voice transcription dashboard

Transcription Data

Voice Transcription dashboard displays the transcription data based on the “Report type” and “Date range” filter.

User can choose any of the following “Report type” filter:

1. All Calls and Voicemails

2. Inbound Calls

3. Outbound Calls

4. Internal Calls

5. Inbound Voicemail calls

6. Internal Voicemail calls

Sentiments Analysis Data

The Scribe module also leverages AI to analyze the sentiment of voicemails and recordings, providing a dashboard for a quick overview of the sentiment analysis.

This enables users to identify calls with negative sentiment quickly. Users can access a list of calls exhibiting negative sentiment by clicking on the "negative" section of the chart.

Tabular view → by using “Switch view” option (in the upper-right corner).

How to view transcriptions

The tabular view allows you to view the transcription, play the recording, and download the recording file simultaneously.

Click on the view icon to view any transcription.

The example below shows positive sentiments:

The example below shows negative sentiments:

Playing back the audio along with the transcription

The play option lets you listen to the audio playback.

When you click on "Play," a UI modal opens that displays both the audio file and the transcript. Users can easily navigate to any part of the audio by clicking on the corresponding text in the transcript.

This feature makes it easier to identify sections of the audio file with negative sentiments eg. click on the red part(s).

The example below shows the Neutral sentiments audio:

The example below shows the negative sentiments audio:

How to view transcriptions in UCP

The Scribe module is integrated with the existing voicemail and call recordings, so this provides a nice view of transcriptions against each voicemail or call recordings.

Voicemail widget in UCP

If the transcription is present with the recording, then the scribe icon will appear in the controls section to view the transcription.

Call Recording / CDR widget in UCP

CDR widget displays the transcription in the Controls section.

Integration with CDRPro module

Transcription access is also displayed next to the call recording if the associated user has the transcription enabled.

CDRPro in Admin

CDRPro widget in UCP

Transcription in Sangoma Desktop Client

Transcription and sentiments analysis will also be visible in the desktop client for the voicemail recordings.

Coming soon… Currently this is not available. Next release of Sangoma Desktop client will have this feature.

Transcription in Sangoma Talk Mobile Client

Transcription and sentiments analysis will also be visible in the Talk mobile client for the voicemail recordings.

Coming soon… Currently this is not available. Next release of Sangoma Talk app will have this feature.

Transcription Partner

The Scribe module is using Deepgram for transcribing the audio files and also for generating the AI based sentiment analysis. Please refer to the below docs from Deepgram to ensure that the recording files which we are sending over HTTPS connection to deepgram is secure and maintain the privacy compliance standard.

Security Policy
Data Privacy Compliance
Information Security & Privacy Statement

Upcoming Features

Export Transcription to PDF

Ability to export individual Call recording or Voicemail transcriptions.

Sharing Transcription

Ability to share the transcription to any other user via email.

FAQs

Q: Does the end user need to create a Deepgram account in order to use Scribe?

A: Deepgram is a partner of Sangoma, providing AI-based sentiment analysis and transcription services. However, FreePBX/PBXact users don't need to worry about this third-party integration. FreePBX handles everything behind the scenes. Users simply need to purchase the Scribe commercial module license to unlock the power of AI-driven transcription and sentiment analysis for their recorded calls.

Q: Does FreePBX upload call recordings to third-party servers for transcription or analysis purposes?

A: Yes. We securely call our partner's API over encrypted HTTPS to perform the transcriptions.

Q: How is data security and privacy ensured when sending call recordings and voicemails to a third-party service for transcription or analysis?

A: Our partner is fully compliant with data privacy and security standards. For more detailed information on how data is handled, please refer to the following section: Transcription Partner.

Q: Where can I purchase Scribe for FreePBX or PBXact?

A: Please see the How to purchase Scribe License page.