Mutare Transcription Service

Introduction

The Transcription feature allows users to receive text output from voice messages. The transcribed voice message is delivered to the user in the body of an email.

Transcription is not part of the standard Messaging license. It must be purchased separately. Licenses for Mutare Transcription Services are available through Avaya.

This chapter describes the configuration for the Mutare on-premise transcription service. Mutare will provide the necessary software to the client and assist with the installation and configuration.

Visual Guide

When a voice message arrives on the voice server, the message is passed to the Mutare transcription server across the corporate network. The message is then returned to the voice server once the transcription has been completed. The voice and text messages are combined and delivered to the user’s mailbox.

Requirements

•   A Mutare transcription service subscription.

•The Mutare software resides on the corporate network on its own machine.  Ensure that a suitable computer is available to host the transcription service.

Licensing

The transcription feature is not included with the standard Messaging license but is available as an option from Avaya. These instructions are only required if a Mutare transcription license is purchased after Messaging is installed and configured.

Once you have purchased a license, it must be activated through the UC License Upgrade Utility. The service must then be configured through the Transcription Configuration Tool.

Upgrading the License

If Messaging has already been installed and setup on a server, add a transcription license by following these steps.  If this is a new installation, skip ahead to Messaging Server Configuration.

1.On the Messaging server, go to Start > All Programs > Messaging > UCLicenseUpgrade.

2.The License Upgrade Utility screen appears. Click Upgrade.

3.The Serial Number and Site ID will already be entered. If not, enter the data manually:

Serial Number: Enter the serial number for your Messaging license.

Site ID: Enter the site ID for your location.

Both of these items are provided by Avaya as part of the initial Messaging license package.

4.Click Request Online Activation.

5.The license will be updated from Avaya’s online license server to include the latest features.

Click Set as Active License. Click OK. 

6.Restart the server to complete the update.

Your transcription license is activated.

Messaging Server Configuration

Messaging must be configured to communicate with the Mutare server over the corporate network.  This applies whether this is an upgrade or first time installation.

Transcription Configuration Tool

1.On the Avaya Messaging voice server (in an HA installation, on the Primary and all Secondary voice servers), go to
Start > All Programs > Avaya Messaging > UCTranscriptionConfig.

2.Enter all required information.

Save Voice Messages as Text: Enable to mark voice messages as text messages after transcription. Leaving this unchecked will have the messages marked as voicemail in your mailbox once transcribed.

Transcribe Urgent Messages: Disable this checkbox to exclude messages flagged as Urgent from the transcription service. Transcribing a message can take several minutes so this option allows urgent messages to be delivered immediately without transcription.

Call Back URL: This is the externally (Cloud-based) or internally (On-premise) accessible URL of your Avaya Messaging server (in an HA system, this will be the Primary Consolidated server) where Mutare will send completed transcriptions.  You can configure your DNS and change “YourCompanyDomain” only (i.e. from “https://YourCompanyDomain/ucwebapi/api/1.0/user/transcriptions/mutare” you only need to change “YourCompanyDomain”) since the virtual folders and the transcription receiver applications are automatically setup.

Transcription AccountID: Enter the Mutare account information provided by your vendor.

Company Transcription APIKey: Enter the Mutare API key provided by your vendor.

Transcription Operator Type: Not applicable for a Mutare configuration.

Number of Minutes to hold... : Voice messages for selected mailboxes are put on hold until the transcription is returned from the Mutare server. This value (in minutes) tells the system when to give up waiting for a transcription and deliver the message as voice only. The default value is 15 minutes.

Transcription Provider URL: Enter the URL to reach Mutare on-prem server on the corporate network.

3.Click Language Options.  From the dropdown list, select a language / variation to use, then click OK.

4.Click OK when finished.

Verification

Once all of the information has been collected and the network adjustments made, the connection between the customer’s network and the Mutare on-premise transcription server should be tested by sending a service request through Messaging and waiting for the response. Any issues or unusual delays must be reported immediately so that the situation can be resolved.

User Guide

When a new voice message is received:

1.The system checks if the mailbox has transcription enabled.

2.If so, it uses the UCTranscribeUploader service to submit the voice file for transcription. The Callback URL is also sent to allow the Mutare server to reply with the results.

3.   Once the transcription is complete, the Mutare server will use the Callback URL to return the results to the UC system. The transcribed text will be the body of an email with the original voice message included as an audio attachment.

4.The combined message is delivered to the user’s mailbox.