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Hosted VoIP PBX Voice to Text Solution

Voice to Text Solution by Vulcan Telecom

Music On Hold

A PBX (Private Branch Exchange) system's voice to text function allows incoming calls to be converted into written text in real time.

It is commonly used to offer a written record of phone conversations or to allow users to read incoming calls while unable to listen to them.

Voice to text normally works by converting incoming calls into written text as they are received using voice recognition technologies. The transcribed text is often shown on a screen or transferred in real time to a device such as a smartphone or tablet.

Voice to text can be valuable for organizations that need to preserve a written record of phone conversations since it allows them to conveniently capture and examine incoming call content.

It can also help users who are unable to hear incoming calls, such as the deaf or hard of hearing.

Overall, a PBX system's voice to text capability is a helpful tool for giving a written record of phone conversations or allowing users to read incoming calls when they are unable to listen to them. It is especially valuable for organizations that need to preserve a written record of phone conversations, as well as for users who are deaf or hard of hearing.

Voicemails are converted to emails and may be accessed from the cloud regardless of where you are. No more scrambling for paper and a pen to jot down messages. Voice to text communications can be archived, forwarded, and searched. In today's fast-paced world, every second matters.

Instead, than listening to a long meandering voicemail, you may read the email for relevant facts. Better still, leave your own voicemail with written text - ideas, a to-do list, a meeting summary, etc. Once you've used voice-to-text, you'll wonder how you ever got by without it.

Music On Hold

Voice transcription relies on speech recognition software. As we all know, some people are easier to understand than others. If there are questions, the call’s audio file is saved and accessible.

Voice to Text Features

  1. Ease of having messages transcribed
  2. Able to archive, forward, and search messages
  3. Save time with the ability to scan messages
  4. Use voicemail to dictate messages to self or interoffice
  5. Receive the voice transcription and the audio file

Enable/Disable Voicemail Transcription


Voicemail Transcription is not enabled by default and needs to be enabled and set up. Once enabled, this feature transcribes audio from the voicemail file and transcribes the message into typed words. Of course, it should be taken into account that these transcriptions are not always perfect and accurate due to certain limitations.

There are many different factors that can affect the quality and accuracy of the transcription. Some of these distractions include background noise, poor microphone quality and thus poorly understood speech by the other party. Other factors affecting the accuracy of the transcription include, of course, various spoken dialects, accents or speech defects.

Note that for the user settings, "Send with Attachment" must be enabled in the "Email Notification" section of the settings for the Voicemail Transcription feature to be available for that user.  Any user who has "Email Notification: None" in their domain will not be able to access the Voicemail Transcription feature until "Send with Attachment" is enabled.

This is because when Voicemail Transcription is enabled , the recorded audio file will first be sent for processing, during which the algorithm will attempt to transcribe the delivered audio file into text form as accurately as possible. This original audio file is then attached as an attachment to the email along with the generated text transcript. The original audio file is attached mainly to reduce the possibility of inaccurate transcription. In the event that any part of the textual transcript is suspected of being inaccurate or unintelligible, it is possible to check the reality of the message in the original audio file.

Working with Voicemail


Storage for voicemail mailboxes is restricted to 100Mb. The amount of voicemails preserved within that limit will vary depending on the length and content of the voicemails saved or left. Of course, the longer the message is uploaded, the larger the file is generated and thus takes up more space from the specified limit.

Voicemail Access


5000 is the default voicemail number internally from any PBX extension (User will be prompted for their extension number and password).

5001 is the default voicemail number internally from the user checking voicemail extension (the user will only be prompted for a password).

PINs for Voicemail


For security concerns, the following PIN numbers have been restricted and cannot be used in the Portal.

  1. 0000
  2. 1111
  3. 2222
  4. 3333
  5. 4321
  6. 4444
  7. 5555
  8. 6666
  9. 6789
  10. 7777
  11. 8888
  12. 9876
  13. 9999
  14. 1234
  15. 12345
  16. 123456
  17. 4321
  18. 54321
  19. 654321
  20. 98765

Access to Voicemail from Outside the Phone System


To access your voicemail prompt, dial a DID or use an Auto-Attendant (AA). When your voicemail greeting plays, press the star(*) button to be asked for your password.

What is the definition of Enhanced Voicemail?


Enhanced Voicemail (also known as Enterprise Voicemail) is a treatment that allows a caller to try a different extension before leaving a message. It is important to note that forwarding voicemail via the User Portal is a portal feature and will not result in an email notice to the intended user.


Enhanced Voicemail Call Flow

A DID or extension number is dialed by the caller.
The caller hears the voicemail greeting of the phoned party.
"To dial another extension, press 1, to leave a message, press 2, or just stay on the line," the caller is told (at this point, the caller can also dial 0 to reach the Operator extension).
If option 1 is selected and the domain has an auto-attendant, the caller will be sent to the auto-attendant, from where he or she can dial another extension or select the choices accessible while in the AA menu.
If the domain lacks an auto-attendant, a default prompt will be played.
If option 2 is used, the caller hears "Please leave a message after the tone".

It should be noted here that access to the operator's extension by pressing 0 is not enabled by default. To enable it, set Operator Forward to the extension it will route to.

It is also recommended that you record a unique voicemail greeting to announce the option when "0" is pressed.

Voicemail Call Flow

Call Flow with Enhanced Voicemail Disabled

  1. A DID or extension number is dialed by the caller.
  2. "Your call is being redirected, please wait," the caller hears.
  3. The caller hears the voicemail greeting of the phoned party.
  4. "Please leave a message after the tone," the caller hears.

Limits for User Data

A maximum data limit may be established for each user by:

Inside the PBX, navigate to the domain to which the user belongs.
Access the user's voicemail settings.
3. Select a Limit for the user from the dropdown menu in the Data section:
a. 5 MB
b. 10 MB
c. 25 MB
d. 50 MB
e. 100 MB
f. 250 MB

It should also be noted and pointed out that the default maximum length of voicemail messages within the Vulcan Telecom PBX system is 5 minutes. Each user is limited to the amount of space specified in the previous stage.

There is no forced purge or deletion and so the user has full control over when they delete the voicemails in question.

Voicemail Call Flow

Creating a General Voicemail Account

Create a "Shared Voicemail" User.
Make a device for each extension that wants to monitor this account. If the shared voicemail User is 100 and it has to be shared by extensions 200, 201, and 202, you will need to setup three devices for User 100. (e.g. 100, 100a and 100b)
Add one of the User 100 devices to the main device as an additional line for each of the other Users (e.g. User 200 will have device 100 as an extra line, User 201 will have device 100a as an extra line, etc.)
Voicemail Account

Emailing Voicemail Notifications


To configure email alerts for voicemail, navigate to the user's Voicemail tab in Manage PBX by Vulcan Telecom. You can select one of the notification kinds described below in the Unified Messaging section:


  1. None
  2. Only notification (no link or attachment)
  3. Send with a link
  4. Send with an attachment (leave as new)
  5. Send with an attachment (move to saved)
  6. Send with an attachment (move to trash)

SMS Voicemail Notifications


Voicemail notifications can be sent to a user's mobile phone through SMS via the mobile carrier's email gateway. Emails sent to a mobile phone via the email gateway of the mobile carrier are translated into SMS messages for the user.

Simply add the mobile phone's email address to the User's profile in the PBX site to enable this capability.

We must not forget to note that SMS voicemail alerts are plain text only. Thus, no WAV file or link to download a WAV file is sent as part of this alert. To listen, the user must first log into the portal or device.

Turning off Enhanced Voicemail

The audio file prompt can be removed from the domain. In this circumstance, Enhanced Voicemail is not officially turned off, but there is a very small chance that a user will be able to access it. To make the change on our end, please submit a Support request.
You may disable enhanced voicemail on DIDs and Auto-Attendants under Inventory. On extension-to-extension calls, however, enhanced voicemail will remain available. There are also numerous routing circumstances, such as Forwarding to Voicemail, that will still result in the improved voicemail greeting being played. Support can enable a backend configuration setting that disables Enhanced Voicemail on new answering rules.
You may switch the domain to Residential mode, which disables Enhanced voicemail altogether, but there are some limitations. Residential domains are meant for multitenant use, where users may log in with no indication that the domain is shared.
Turning off Enhanced Voicemail

Forward Queued Calls to Voicemail

If no Agent is available to answer a call when it enters a call queue, you might want to redirect the call to voicemail. There are four possible locations for voicemails:

A Forward-To number can be configured in the "Pre-Queue" parameters. If chosen, calls that cannot be answered by an agent will be routed to this voicemail box. If the call is sent to another system user and that user doesn't answer it, the call will go to voicemail for that user.
In the "In Queue" options, you can set up a Forward-if-Unanswered number. If no agents answer the call after the caller enters the queue, this voicemail gets activated. If the call is sent to another user in the system and is not answered, the call will be routed to that user's voicemail.
The call will be answered by the queue owner's voicemail. This occurs when no agents answer an incoming call. This system response will also occur when the maximum queue length is reached. In both cases mentioned, the PBX system from Vulcan telecom will experience the described response if you do not configure Forward On or Forward On No Answer. This Forward-To option applies, of course, to the user that was selected and specified when the queue was created.
When the caller is queued and waiting, they will be given the option via the auto attendant message "To leave a voice message, press 2". Pressing this option removes the caller from the queue and connects to the queue owner's voicemail. Again, this is the user that was selected and entered when the queue was created.

Of course, it is possible to control the options to leave the call queue and leave a voice message. The PBX system settings from Vulcan telecom at the "Answering Rules" level are used to control this behavior. Within this setting, this is the "Ring for" in the user queue.

Turning off Enhanced Voicemail

However, you must not have a redirect to unanswered destination set in the queue for the required PBX functionality. At the same time, the voicemail setting must be set to "yes".

If an auto attendant message is played below the above setting, callers will be dropped from the queue. If you want to disable this feature within the PBX and voicemail system settings, we must set this value to " Unlimited".

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