Configure the Voice Call record layout to show real-time transcription

ACI is Avaya’s cloud-based intelligence platform which builds upon Service Cloud Voice and enables Tenfold for Service Cloud Voice to produce real-time call transcriptions from voice calls.

ACI supports the following language and regional configurations:

ACI languages

• US English
• UK English
• Australian English
• Latin Spanish (Mexico)

ACI Regions

• EMEA
• Canada (no government version)
• US
• Mexico

To configure real-time transcription:

• In Salesforce, open any voice call record page.

• Click Settings (gear icon) at the top right, and then click Edit page in the list.

• The voice call record page layout opens.
• Drag the Conversation Body component from the far left pane to the middle pane under the Details sub tab.

• The updated layout will look similar to this screenshot:

• Follow the instructions that display on the screen to save your changes.