Recording and Transcript

Recordings

When on a call with visitors, customers, or colleagues, taking notes helps you keep track of essential details but may prevent you from listening attentively.

Call recording lets you save your conversations to the cloud to revisit your discussions when necessary after the actual call. It works on the following call types:

• Enquiry Call - record voice and video calls (VoIP-to-VoIP Calls among Visitors and staff members) in the enquiry room.

• Outbound Call - record outbound (PSTN) voice calls from Dial pad and Contacts.

• Internal Call - record voice and video calls (VoIP-to-VoIP calls among staff members), including when dialed from an extension number.

• Conference Call - record voice calls in the conference room.

Depending on the settings made by your administrator, your calls may be recorded automatically, manually or no recording.

Automatic Call Recording

Voice or video call recording will start automatically once the call connects:

• A voice greeting will inform callers that the call is being recorded.
• The following message will flash on the call screen for a few seconds: To ensure quality service; the call is recorded.
• Call recording will automatically stop once the call ends.

Manual Call Recording

Voice or video call recording will only start once you click the Record button on your call screen.

• A voice greeting will inform callers that the call is being recorded.
• The following message will flash on the call screen for a few seconds: To ensure quality service; the call is recorded.
• Call recording will automatically stop once the call ends.

Audio Transcription

Listening to recordings can consume more time, especially when you want to know critical points during the discussion. Call transcriptions help to read and understand the context of a call. This helps to find customer details and resolves the issue quicker.

Depending on the settings made by your administrator, your recorded calls may be converted to Auto Transcription or No Transcription. Refer to Call Types Recording Preferences and Audio Messages Transcript Preferences in the User Guide for the Transcription Settings.

Depending on the settings made by your administrator, your calls may be transcribed automaticallyor no transcription.

Auto Transcription: Recorded calls, voice notes, and voicemails will be transcribed automatically and viewed and downloaded.

No Transcription: The recorded calls, voice notes, or voicemails will not be transcribed.

View and Download Call Recording and Transcript

1-to-1 Call Recording and Transcript

Every time you or anyone else makes or receives a call on CINNOX, call history is logged into the room, creating a call log. The Enquiry Call, Inbound and Internal Calls can be recorded and transcribed to view and download in our CINNOX Dashboard.

How to view and download Recording and Transcript from Call Log

• Click on the Chat Room > View Call Log on the required chat room.
• The Call Log window will open. You can find the Recording File in this window.
• To listen to the recording, click on the Play icon.
• To download the MP3 (audio recording file) or MP4 (video recording file), click on the Download icon.
• Click on the View Transcript button to view the transcription of the recorded call.
• The Audio Transcript pop-up will show you the transcription.
• Click on the Download button to download the Transcript file.

How to view and download the Recording and Transcript from Call Report

• Navigate to the Reports ->Call Reports.
• Click on the phone icon below the attachments on the call report.
• A call Recording pop-up will appear where you can find the View Transcript button.
• The Call Recording window will open. You can find the Recording File in this window.
• To listen to the recording, click on the Play icon.
• To download the MP3 (audio recording file) or MP4 (video recording file), click on the Download icon.
• Click on the View Transcript to view the audio transcript.
• The Audio Transcript pop-up will show you the transcription of the recorded call.
• Click on the Download button to download the Transcript file.

Conference Recording Transcripts

The recorded Conference Calls can be transcribed to view and downloaded in our CINNOX Dashboard.

How to view and download Recordings and Transcripts from Call Log

• Click on the required Conference Call in the Chat Room.
• Click on the Details button in the Meeting Room.
• The Call Log window will open. You can find the Recording File in this window.
• To listen to the recording, click on the Play icon.
• To download the MP3 (audio recording file) or MP4, click on the Download icon.
• Click on the view button; the Audio Transcript pop-up will appear.
• Click on the Download button to download the Transcript file.

How to view and download Recording and Transcript from Call Report

• Navigate to the Reports ->Call Reports.
• Click on the phone icon below the attachments on the conference call report.
• The Call Recording window will open. You can find the Recording File in this window.
• To listen to the recording, click on the Play icon.
• To download the MP3 (audio recording file), click the Download icon.
• Click on the View Transcript to view the Audio Transcript.
• The Audio Transcript pop-up will show you the transcription.
• Click on the Download button to download the Transcript file.

Voice Note Transcripts

Voice Notes sent by your team members can be transcribed to view in your CINNOX Dashboard.

How to view the Voice Note Recording and Transcript

• Click on the Chat Room.
• You can find the Recording File in this pop-up.
• To listen to the recording, click on the Play icon.
• Right-click on the required voice Note. Transcript option will appear on the menu.
• Click Transcript to view the Transcript of the Voice Note.

Voicemail Transcripts

Voicemails from your customer for enquiry can be transcribed to view and download in your CINNOX Dashboard.

How to view Voicemail Recording and Transcript from Call Log

• Click on the Chat Room.
• You can find the Recording File in this pop-up.
• To listen to the recording, click on the Play icon.
• Right-click on the required voicemail. Transcript option will appear on the menu.
• Click Transcript to view the Transcript of the Voicemail.

How to view Voicemail Recording and Transcript from Call Report

• Navigate to the Reports ->Call Reports.
• Click on the phone icon below the attachments on the call report from the customer.
• You can find the Recording File in this Voicemail pop-up.
• To listen to the recording, click on the Play icon.
• To download the MP3 (audio recording file), click the Download icon.
• The Audio Transcript will show you the transcription.

How to view Voicemail Recording and Transcript from Enquiry Report

• Navigate to the Reports ->Enquiry Reports.
• Click on the three dots on the respective enquiry report from the customer.
• Right-click on the dots, follow-up button appears.
• Click on the Follow-up button to view the Chat room window.
• To listen to the recording, click on the Play icon.
• Right-click on the Voicemail and the Transcript option appears on the menu.
• Click on the transcript to view the Transcript file.

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Limitations

• Call Transcript can be enabled only when recording is turned on during the call.
• Transcribing calls, voice notes and voicemails are available for audio longer than 5 seconds.
• Support for tagging up to 2 speakers in transcribing 1-1 call recordings. Transcription of conference recordings does not support tagging speakers.
• The number of participants in the conference depends on the purchased plan
• Forwarding voicemail/voice message transcriptions between chat rooms is not supported.
• Transcription can be affected by recording quality, accents, and background noise. The Google STT cannot guarantee the accuracy of the audio transcriptions.
• Audio Transcription is supported for English and Chinese audios only.