Anyone who experiences the convenience of visually reviewing voicemail messages will appreciate the benefits of using Connect 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.
The following sections provide detailed information about the Connect HYBRID Scribe service.
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 having to log 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 to you in the transcribed voicemails.
NOTE: Connect HYBRID Scribe is not HIPAA compliant.
Requirements
- MiVoice Connect build 21.74.5023.0 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
- Administrators should launch Connect Director and check the following settings for each user:
- Navigate to Administration > Users > Users, and on the General tab verify that a valid email address is specified.
- Navigate to Administration > Users > Escalation Profiles, and set the "Deliver Message as Email" option 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 safe list (in Outlook, navigate to Junk > Junk E-mail Options > Safe Senders).
Use
- A caller leaves a message in your voicemail box.
- The first 60 seconds of the message are transcribed by the Connect HYBRID Scribe service.
- An email is delivered to the email address specified for the user (in Connect 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 time for transcribed messages in the format of: hh:mm:ss
NOTE: The message indicator light on your phone remains illuminated after a voicemail message has been transcribed.
Transcription Processing Time
Every message is initially processed by automated software. However, if a certain percentage of words are not recognized by the automated processing software, the message is sent to a person for manual transcription processing. The approximate processing time required for the Connect HYBRID Scribe voicemail transcription service is as follows:
- Fully automated processing: Response time is approximately the greater of 5 minutes or 5 times the length of the voicemail message.
- Combination of automated and manual 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: 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 transcribe only English messages?
A: Yes, the Scribe service currently works for only the English language.
Q: Can transcribed messages be manually re-transcribed?
A: No, not at this time.
Activate Service
- Log in to Account Portal with your email address (username) and password.
- Navigate to Phone System > Add-on Features.
- In the Add-on Features screen that appears, click the Activate button next to Connect HYBRID Scribe.
- In the Settings dialog box that opens, review and modify settings as needed with information specific to your account. (For a description of each setting, see the Edit Account Settings section below in this article.)
- Click OK to save the settings.
- When asked to confirm the purchase of the license, click OK again.
Manage Settings
Your organization's Connect HYBRID Scribe service is built with default settings that are applied to every new user. HYBRID Authorized Contacts (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: The tabular format of the Scribe page enables you to customize your view. You can drag columns to different locations, change column width, and right-click within the column headings area 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 affects only users added in the future, not existing users.
- Log in to Account Portal with email address (username) and user password.
- Navigate to Phone System > Add-on Features.
- In the Add-on Features screen that appears, click the Settings button next to Connect HYBRID Scribe.
- In the Connect HYBRID Scribe Settings dialog box that opens, select the desired options:
- 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 containing the voicemail audio file is sent immediately. 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 is 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.
- Click OK to save the changes.
Add Users
- Log in to Account Portal with your email address (username) and password.
- Navigate to Phone System > Add-on Features.
- In the Add-on Features page that appears, click the Manage button next to Connect HYBRID Scribe.
- On the Connect HYBRID Scribe page, click the Add button, which opens the Add Connect Hybrid Scribe Users dialog box displaying a list of all inactive users in the Select Users panel.
- Search for users and select the check box next to each user for whom you want to add the service.
- Click Next, which displays the Summary panel.
- Click the terms and conditions link, review the terms and conditions, return to the Add Connect Hybrid Scribe Users page, and select the "I have read the terms and conditions" check box.
- Click Finish, and then click OK to confirm activation of the user profile(s).
Edit User Settings
- Log in to Account Portal with your email address (username) and password.
- Navigate to Phone System > Add-on Features.
- In the Add-on Features page that appears, click the Manage button next to Connect HYBRID Scribe.
- In the Connect HYBRID Scribe page that opens, which displays a list of active users, to find the desired user, you can filter your view 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).
- 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.
- Edit any of the following settings as desired.
- Click OK to save the changes.
Remove Users
- Log in to Account Portal with your email address (username) and password.
- Navigate to Phone System > Add-on Features.
- In the Add-on Features screen that appears, click the Manage button next to Connect HYBRID Scribe.
- On the Connect HYBRID Scribe page, which displays a list of active users, search for the user whose service you want to remove. (You can also sort users by clicking any of the column headings.)
- When you find the user, right-click anywhere in the row for that user.
- Select the Disable Hybrid Scribe option to remove the feature for the user.
- Click OK to confirm.
