Scribe on Switchvox - User Guide

Table of Contents

Overview

Scribe is an advanced AI-based transcription feature available in Switchvox, designed to enhance business communications by automatically converting voicemail messages and call recordings into readable, searchable text.

Powered by AI and Large Language Model (LLM) technology, Scribe enables organizations to easily access, analyze, and act on the content of spoken conversations.

This feature integrates seamlessly with Switchvox Call Recordings and Voicemails to deliver intelligent, accessible, and secure transcription services across the organization.

It transcribes audio files into smart, readable text representations—referred to as “Scribes”—and provides intelligent summaries that emphasize customer sentiment and experience.

The Scribe feature on Switchvox systems offers several key benefits and a range of functionalities, including:

• Seamless Integration:
  Scribe integrates natively with Switchvox, requiring minimal configuration for administrators, thus minimizing configuration complexity.
  
  

• AI-Powered Transcription:
  Automatically transcribes voicemails and call recordings using state-of-the-art AI, including summaries and sentiment detection for deeper insight.
  
  

• Admin Support:
  Transcription access can be controlled, allowing specific admins to view transcripts only.
  
  

• Multiple Access Points:
  Transcripts are easily accessible from:

  • Switchvox Admin UI

  • Sangoma Desktop Client

  • Voicemail-to-Email integration (includes transcription text)
    
    

• Data Security & Compliance:
  Scribe adheres to data privacy standards and ensures secure storage and access to transcription data.

Key Benefits of the Scribe Feature in Switchvox

1. Artificial Intelligence
   Scribe uses AI to generate detailed summaries of transcriptions, helping highlight important information and overall customer sentiment.
   
   

2. Improved Accessibility
   Transcribed content becomes easy to read, search, and analyze, allowing users to quickly find and review spoken information.
   
   

3. Enhanced Documentation
   Every conversation, meeting, and voicemail message is preserved as a permanent text record, simplifying documentation and reference.
   
   

4. Data-Driven Insights
   Transcribed data can be analyzed to extract valuable business insights, enabling more informed decision-making.
   
   

5. User-Friendly Interface
   Scribe is seamlessly integrated into Switchvox’s reporting and user portals, making transcription management simple and intuitive.
   
   

6. Versatile Applications
   Whether for call recordings or voicemail messages, Scribe provides flexible transcription support.
   
   

7. Cost Efficiency
   By automating the transcription process, Scribe saves time and resources compared to manual transcription services.
   
   

Overall, the Scribe feature integrated into the Reporting → Sangoma AI section of Switchvox empowers users with efficient and accurate audio transcription capabilities. This enhancement facilitates improved data management, greater accessibility, and more informed decision-making within the PBX system, making it a valuable asset for businesses and organizations.

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Scribe Dashboard

The Scribe Dashboard offers a comprehensive summary of user transcription activity, helping user monitor overall usage and costs efficiently.

Key Features

• Usage Summary
  Get a quick snapshot of total transcription usage across the system, including both call recordings and voicemail services.
  
  

• View Transcriptions
  Easily access and review individual transcriptions for calls and voicemails directly through the dashboard.
  
  

• Scribe Users
  Manage which users or groups have access to the Scribe transcription service and monitor their individual usage.
  
  

• Scribe Settings
  Configure transcription preferences, including enabling or disabling features on a per-user basis and adjusting system-wide options.
  
  

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How to enable Scribe

Once a valid Scribe license is installed, the Scribe feature is automatically enabled at the Switchvox system level.

The Switchvox administrator can enable or disable Scribe transcription on a per-user basis through the Manage Extensions interface.

Transcription services can be enabled according to individual user preferences, allowing flexibility in when audio content is to be transcribed.

Enabling Scribe in Switchvox can be configured at two levels:

• Individual Extension level

• Call Recording Rules Level

Configuring Scribe at the Individual Extension Level

Switchvox administrators can enable or disable Scribe transcription for specific extensions, giving fine-grained control over when transcription occurs.

There are two Scribe settings available at the individual extension level:

1. Scribe for Voicemail

2. Scribe for User-Initiated Call Recordings

Scribe for Voicemail

Enables or disables voicemail transcription for a specific extension.

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Important Information

The extension must have the following permission enabled:
Can use Voicemail Mailbox
Navigate to:
Setup → Manage → Edit Extension → Permissions → Feature and Configuration Permissions → Use Voicemail Features

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Scribe for User-Initiated Call Recordings

Enables or disables transcription for user-initiated call recordings (e.g., when a user manually records a call using in-call options).

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Important Information

The extension must have the following permission enabled:
Record Own Calls
Navigate to:
Setup → Manage → Edit Extension → Permissions → Feature and Configuration Permissions → Use Calling Features

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Configuring Scribe at the Call Recording Rule Level

Switchvox administrators can control Scribe transcription at the Call Recording Rule level. This allows transcription to be enabled or disabled for all extensions associated with a specific call recording rule.

To configure:

Navigate to:
Tools → PBX Features → Call Recordings → Call Recordings
-> Modify / Create Call Recording Rule
-> Scroll to the Scribe section
→ Enable/Disable: Transcribe Call Recordings

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Important Information

• For the Default Call Recording Rule (used for user-initiated call recordings), the option Transcribe Call Recordings is enabled by default and cannot be changed by the user.

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• If transcription settings for user-initiated recordings need to be changed, this must be done at the individual extension level.
  ➜ Refer to the earlier section: "Configuring Scribe at the Individual Extension Level."

Scribe Switchvox-Level Configuration

At the system level, Scribe provides two key configuration options in Switchvox to improve transcription quality and usability across various scenarios:

1. Multi-Language Audio Transcription Support

2. Multi-Channel or Stereo Call Recording Transcription Support

Multi-Language Audio Transcription Support

Scribe supports transcription in multiple languages, allowing users to transcribe voicemail and call recordings in the language of their choice.

• Select your preferred transcription language from the dropdown menu in the Scribe Dashboard.

• This feature enables users from different linguistic backgrounds to benefit from transcription services.

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Reporting → Sangoma AI → Scribe → Scribe Settings → Audio File Language

Multi-Channel (Stereo) Call Recording Transcription Support

To improve transcription accuracy and sentiment analysis for recorded calls, Scribe supports multi-channel (stereo) recordings.

• When enabled, Switchvox will generate separate call recording files for each party in the conversation.

• These recordings are then merged into a dual-channel stereo file enabling:

  • More accurate speaker diarization (i.e., identifying who said what)

  • Improved sentiment analysis

  • Cleaner, more organized transcriptions

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Reporting → Sangoma AI → Scribe → Scribe Settings → Stereo Call Recording

Accessing Transcriptions in Switchvox

Transcription and sentiment analysis data are available through the Scribe Dashboard in Switchvox.

Accessing Transcriptions

To view transcriptions:

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This will open the Transcription Dashboard, where users can explore transcribed calls, voicemails, sentiment analysis results, and more.

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Transcription Data Overview

The Voice Transcription Dashboard (also referred to as the Scribe Report) allows users to filter and view transcription results based on selected criteria.

The user can filter data using:

• Report Type Filters

  • All Calls and Voicemails

  • Inbound Calls

  • Outbound Calls

  • Internal Calls

  • All Calls

  • Inbound Voicemails

  • Internal Voicemails

  • All Voicemails
    
    

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• Date Range Filter

  • The Date Range selector allows users to filter transcription data based on a specific time period.

  • Choose from predefined date ranges (e.g., Today, Yesterday, Last 7 Days, This Month, etc.).

  • If none of the default options meet your needs, you can select a custom date range to narrow down the results as required.

  • This helps users quickly locate relevant call or voicemail transcriptions from a specific timeframe.
    
    

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The dashboard will automatically update to display a summary of transcription activity based on the selected filters, providing a clear and organized view of the data that matters most.

Report Summary

The Scribe Report Summary provides an overview of transcription activity based on the selected filters.

• When "All Calls and Voicemails" is selected as the Report Type:
  The summary displays the total count of calls and voicemails transcribed, presented either as a chart or in a detailed tabular view for the selected report type and date range.
  
  

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• When any other Report Type is selected:
  The summary shows transcription counts categorized by sentiment analysis, indicating how many transcriptions fall under different sentiment categories (e.g., positive, neutral, negative), along with the total transcription count for the selected report type and date range.
  
  

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This enables users to quickly grasp both transcription volume and sentiment trends based on their chosen filters.

Scribe Report View Formats

Switchvox allows users to view the Scribe Report in two formats:

• Chart View Format

• Tabular View Format
  
  

Chart View Format

In Chart View, Switchvox visualizes transcription data based on the selected filters, offering insightful summaries such as:

• Calls/Voicemails by Duration
  Displays the total duration of calls or voicemails transcribed within the filtered results, helping users understand the time distribution of audio content.
  
  

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• Sentiment Overview (Overall and Detailed)
  Shows the count of transcriptions grouped by sentiment categories (e.g., positive, neutral, negative) within the selected filter, providing quick insight into customer sentiment trends.
  
  

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Tabular View Option

To switch between chart and table formats, use the “Switch View” option located in the upper-right corner of the Scribe Dashboard.

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This provides a tabular list of all transcriptions for easier scanning, sorting, and detailed review.

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Sentiment Analysis Overview

Scribe leverages AI to detect sentiment in both voicemails and call recordings, categorizing them as:

• Positive

• Neutral

• Negative

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The user can quickly view a list of calls with negative sentiment by clicking on the corresponding section of the sentiment donut chart.

This feature helps users and supervisors identify potentially problematic calls for follow-up or quality assurance.

How to View Transcriptions (Tabular View)

The Tabular View in the Scribe Dashboard allows users to:

• View the transcription text

• Play the associated audio recording

• Download the original recording file with the transcription file in pdf format

Viewing a Transcription

To view any transcription:

1. Navigate to the Scribe Dashboard.

2. Switch to the Tabular View using the “Switch View” option in the upper-right corner.

3. Click the view icon next to the desired entry.
   
   

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   Example – Positive Sentiment

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   Example – Negative Sentiment
   
   

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   Example – Neutral Sentiment
   
   

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Playing Back Audio with Transcription

Click the Play icon to open a modal window that includes:

• The audio playback controls

• The full transcription text, time-synced with the recording

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You can click on any part of the text to jump to that point in the audio, allowing for precise navigation through the conversation.

This is especially useful for reviewing parts of a conversation with negative sentiment — simply click on the highlighted red sections in the transcript.

Example – Positive Sentiment (Audio Playback)

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Example – Negative Sentiment (Audio Playback)

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Example – Neutral Sentiment (Audio Playback)

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Download Audio with Transcription File

Scribe allows users to download both the audio and the transcription for any entry directly from the Tabular View.

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What's Included in the Download?

When you click the Download icon next to a transcription entry, a .zip archive file is downloaded. This archive contains:

• The original audio file of the call or voicemail

• The full transcription in PDF format

This bundled download makes it easy to archive or share important conversations along with their transcripts.

Example

Voicemail Transcription Notification

Switchvox supports voicemail transcription as part of voicemail-to-email notifications.

If voicemail-to-email notification is already configured for an extension, and voicemail transcription is enabled, Switchvox will include the full transcription in the email notification — provided the transcription is successful.

For instructions on configuring Voicemail to Email Notification in Switchvox, refer to the link below.

Switchvox - Voicemail NotificationsPreview

Example of how Email Notifications looks like with Scribe:

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Transcription in Sangoma Desktop Client

Voicemail transcriptions and sentiment analysis are available in both the Sangoma Phone Desktop Client App and the Browser version.

The Desktop Client is the primary endpoint for users to view detailed voicemail transcription information.

How to View Transcriptions

1. Log in to the Sangoma Phone Desktop Client using your assigned extension.

2. Click the Voicemail icon in the application.

3. Select a voicemail that includes a transcript.

4. The sentiment and a partial summary will be displayed within the voicemail preview.

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Viewing Full Details

• Click “Show More” to open a detailed pop-up window.

• The pop-up will display:

  • Sentiment analysis

  • Full summary

  • Complete transcription of the voicemail

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Switchvox Supported Scribe Extended API

Switchvox supports multiple Extended Scribe API methods to give users flexibility when querying transcription-related information.

switchvox.scribe.get.transcription.list

This method retrieves a list of voicemail transcriptions along with their associated details, based on the parameters provided.

Parameters:

switchvox.scribe.get.transcription.pdf.link