Voicemail transcription allows you to read your messages in text form for faster processing. In the event of a malfunction, this article explains how to identify, troubleshoot, and report transcription issues to our team
1. Recognising the signs of a malfunction
Before starting your checks, ensure you are experiencing one of the following symptoms:
- No transcription text is displayed in your voicemail notifications.
- Transcriptions stop abruptly across multiple phone numbers.
- Previously visible transcriptions are now missing.
2. Performing basic checks
Follow these simple steps to check your account configuration and rule out local causes:
- Log in to your Ringover dashboard.
- Go to your account settings.
- Check that the voicemail transcription option is enabled for your account.
- Enable the voicemail transcription setting for your Interactive Voice Response (IVR) system.
- Reload or restart your dashboard in your browser.
- Ask other members of your team if they are experiencing the same issue.
3. Gathering information and reporting to support
If the issue persists after your checks, gather the essential information for the technical team:
- Access your call history in the dashboard.
- Identify and note down the Call IDs of the voicemails concerned.
- Confirm that the audio file for each message remains accessible and playable.
- Note down the precise date and time of the missing transcriptions.
- Open a ticket with Ringover technical support.
- Provide the collected Call IDs and describe the steps you have already taken.
4. Using a temporary workaround
While the support team and our developers analyse the system issue and restore the transcription service, you can continue to process your messages:
- Open the voicemail notification or your history.
- Click on the audio player of the relevant message.
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Listen to the audio manually to understand its content.
🎉 You now know how to diagnose and report a voicemail transcription issue to ensure service continuity.