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Connect HYBRID Scribe (for ST14.2)

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Product Names
APP, HYBRID SCRIBE
Connect HYBRID Scribe (for ST14.2)
Mitel-Connect-HYBRID-Scribe-for-ST14-2
Overview

HYBRID services are for Premises ST14.2 customers who perform user management in Director.

The HYBRID Scribe service (for ST14.2 GA8 build 19.43.7902.0 and greater) transcribes voicemail from your phone into text and then sends it, along with a WAV audio file, to the email address specified for the user in Director. This service transcribes the first 60 seconds of each voicemail, and the WAV audio file contains the complete voicemail message.

Anyone who experiences the convenience of visually reviewing voicemail messages will appreciate the benefits of using HYBRID Scribe. Whether you are in a meeting, traveling, in a noisy room, or unable to answer your phone for any reason, this service sends you an email for each voicemail message showing who called, when they called, and what they said. You can also listen to the voicemail message by playing the attached WAV audio file or by dialing into your voicemail.

NOTE: Some of the user interfaces where HYBRID services are registered, activated, and managed have not yet been fully updated and may omit displaying "HYBRID" or "MiCloud."

Table of Contents

Features
Requirements
Use
Transcription Processing Time
FAQ
Activate Service
Manage Settings

Features

  • Read your voicemail: Receive and read transcribed voicemail messages by accessing your email.
  • Manage your messages: Manage voicemail messages the same way you manage emails to search for transcribed text, move to folders, archive, and flag for follow-up.
  • Listen to your voicemails: Without logging into your voicemail system, you can listen to the .wav audio file containing the entire voicemail message after you receive the transcribed voicemail message in your email inbox.
  • Throw out your notepad: Stop taking notes while listening to voicemails; important numbers, names, and message content are provided in the transcribed voicemails.

NOTE: HYBRID Scribe (for ST14.2) is not HIPAA compliant.

Requirements

  • ST14.2 GA8 build 19.43.7902.0 and greater
  • Email client: POP3, IMAP
  • Voicemail
  • Sound card to support playing .wav audio files
  • Each user must have a DID phone number and valid, unique email address

Additional Considerations

  • To ensure that this transcription service has the required settings in Director, for each user, administrators should navigate to Administration > Users > Personal Options > "Escalation Profiles and Other Mailbox Options" and verify that a valid Email Address is specified and the "Deliver Message as Email" option is set to "Attach Wav File" (not "Disabled").
  • To ensure that voicemail transcriptions are delivered to each user's Inbox and not treated as spam, add the "voicemail.shoretelsky.com" domain name to the email client's whitelist (in Outlook, navigate to Junk > Junk E-mail Options > Safe Senders)

Use

  1. A caller leaves a message in your voicemail box.
  2. The first 60 seconds of the message are transcribed by the HYBRID Scribe service.
  3. An email is delivered to the email address specified for the user (in Director), which includes the following:
    • A .wav audio file attachment for listening to the complete voicemail message
    • A transcription of the first 60 seconds of the voicemail message
    • A message summary showing the following:
      • From - Name and phone number identifying the caller
      • To - Name and phone number identifying the called party
      • Time - The day of week, date, time, and time zone for the call
      • Duration - Length of the voicemail message
    • Month-to-date usage statistics showing the number of messages and the amount of transcribed message time in the format of: hh:mm:ss

NOTE: The message indicator light on your phone will remain illuminated after a voicemail message has been transcribed.

Transcription Processing Time

Every voicemail message is processed automatically. When a certain percentage of words are not recognized by the automated processing software, the voicemail message is flagged for additional processing. The following explains the approximate processing time required for the HYBRID Scribe voicemail transcription service:

  • Initial automated processing: Response time is approximately the greater of 5 minutes or 5 times the length of the voicemail message.
  • Additional processing: Response time is approximately the greater of 10 minutes or 10 times the length of the voicemail message.

FAQ

Q: Are entire voicemail messages transcribed regardless of length or is there a time limit for transcription purposes?
A: Yes, only the first 60 seconds of each voicemail message is transcribed, but the attached .wav file contains the entire voicemail message.

Q: Does the Scribe service only transcribe messages in English?
A: Yes, the Scribe service currently works for only the English language.

Q: Can transcribed messages be manually re-transcribed?
A: No.

Activate Service

  1. Log into Account Portal with email address (username) and user password
  2. Navigate to Phone System > Add-on Features
  3. In the Add-on Features screen that appears, click the Activate button next to HYBRID Scribe.
  4. In the Settings dialog box that opens, review and modify settings as needed with information specific to your account.
  5. Click OK to save the settings.
  6. Click OK again when asked to confirm the purchase of the license.

Manage Settings

Your organization's HYBRID Scribe service is built with default settings that are applied to every new user. HYBRID Authorized Contacts (for ST14.2) (Decision Makers and Phone Managers) can manage settings for Scribe by using the instructions in the following Edit Account Settings, Add Users, Edit User Settings, and Remove Users sections.

NOTE: When viewing the Scribe screen that appears after clicking the Manage button on the Add-on Features screen, the tabular format enables you to customize your view of data. You can drag columns to different locations, change column width, and right-click within the column headings area to make selections to show or hide any of the columns of data that are displayed on the screen. Additionally, tabular formatted screens provide a new "Multiple values search" field. For instructions, see the Multiple Values Search article.

Edit Account Settings

NOTE: Changing account-wide settings only affects users added in the future, not existing users.

  1. Log into Account Portal with email address (username) and user password.
  2. Navigate to Phone System > Add-on Features
  3. In the Add-on Features screen that appears, click the Settings button next to HYBRID Scribe.
  4. In the HYBRID Scribe Settings dialog box that opens, select the desired options that are described below:
    • Delivery of transcriptions
      • Send Immediate - Select this option if you want the voicemail audio file emailed to each user immediately without waiting for the message to be transcribed.
        • NOTE: If you select this option, each user will receive TWO emails for each voicemail. The first email is sent immediately containing the voicemail audio file. The second email contains both the voicemail audio file and voicemail transcription. For information about processing time, see the Transcription Processing Time section of this article.
    • Plan Package
      • Silver - This the default plan (and only package available at this time).
    • Service Type
      • Restricted - Limited to 30 minutes of transcribed voicemail messages per month.
      • Not Restricted - 30 minutes of transcribed voicemail messages are included each month. Additional charges apply to each minute over 30 minutes each month.
    • Notify of Changes
      • Select the Send email notification option to enable users to receive a notification email whenever changes are made to their settings.
  5. Click OK to save the changes.

Add Users

  1. Log in to Account Portal with your email address (username) and user password.
  2. Navigate to Phone System > Add-on Features.
  3. In the Add-on Features screen that appears, click Manage next to HYBRID Scribe.
  4. In the HYBRID Scribe screen, click Add, which opens the Add Hybrid Scribe Users dialog box displaying a list of all inactive users in the Select Users panel.
  5. Search for users and select the check box next to each of the desired user name(s) that you want to add to the service.
  6. Click Next, which displays the Summary panel.
  7. Click the terms and conditions link, review the terms and conditions, return to the Add Hybrid Scribe Users screen, and select the I have read the terms and conditions check box.
  8. Click Finish, then click OK when a pop-up message appears confirming activation of the user profile(s).

Edit User Settings

  1. Log in to Account Portal with email address (username) and user password.
  2. Navigate to Phone System > Add-on Features.
  3. In the Add-on Features screen that appears, click Manage next to HYBRID Scribe.
  4. In the HYBRID Scribe screen that opens, which displays a list of active users, to find the desired user, you can filter your view of data displayed on the screen by doing the following:
    • Users - To find a specific user, type search criteria in the Name, Email, and Phone Number columns, and sort users by clicking any of the column headings.
    • Locations - To view users from a particular location, select the desired address from the All locations drop-down menu (located above the toolbar).
  5. When you find the desired user, click the user's name to open the Edit Hybrid Scribe dialog box.
    • Alternatively, you can right-click anywhere in the row of the desired user and select the Update Hybrid Scribe option.
  6. Edit any of the following settings as desired:
  • Send Immediate - Select this option if you want the voicemail audio file emailed to the user immediately without waiting for the message to be transcribed.
    • NOTE: If you select this option, the user will receive TWO emails for each voicemail. The first email is sent immediately containing the voicemail audio file. The second email contains both the voicemail audio file and voicemail transcription. For information about processing time, see the Transcription Processing Time section of this article.
  • Plan Package
    • Silver - This the default plan (and only package available at this time).
  • Service Type
    • Restricted - Limited to 30 minutes of transcribed voicemail messages per month.
    • Not Restricted - 30 minutes of transcribed voicemail messages are included each month. Additional charges apply to each minute over 30 minutes each month.
  • Notify of Changes
    • Select the Send email notification option to enable the user to receive a notification email whenever changes are made to these settings. You can also notify others by adding one or more email addresses separated by commas in the space below Yes, send email to.
  1. Click OK to save the changes.

Remove Users

  1. Log in to Account Portal with email address (username) and user password.
  2. Navigate to Phone System > Add-on Features.
  3. In the Add-on Features screen that appears, click Manage next to HYBRID Scribe.
  4. In the HYBRID Scribe screen, which displays a list of active users, search for the desired user.
    • You can also sort users by clicking any of the column headings.
  5. When you find the desired user, right-click anywhere in the row of the user.
  6. Select the Disable Hybrid Scribe option to remove the user from the feature.
  7. Click OK to confirm the deletion.
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