Voicemail transcription allows you to read your messages as text for faster processing. In the event of a malfunction, this article explains how to identify, troubleshoot, and report transcription issues to our team
1. Recognizing the signs of a malfunction
Before starting your checks, make sure 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.
- Verify 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 the Call IDs of the voicemails concerned.
- Confirm that the audio file for each message remains accessible and playable.
- Note 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 already taken.
4. Using a temporary workaround
While the support team and our developers analyze the system issue and restore the transcription service, you can continue processing your messages:
- Open the voicemail notification or your history.
- Click the audio player for the message concerned.
-
Listen to the audio manually to understand its content.
🎉 Now you know how to diagnose and report a voicemail transcription issue to ensure service continuity.