Call transcripts stuck on "We're processing the call transcript"

[Daniel Jandey]

Hi all,

When a call is finished, I am seeing the recording come through but the call transcripts are stuck processing.

I can confirm that I can see the transcript on the Amazon Connect side but not the Service Now side, any ideas?

Thanks!

Daniel

[Paul Ciarfella]

I had a similar issue with both recording and transcripts when I setup my first POC. 

I am not sure how I fixed it, as subsequent dev/test/prod instances that I setup are working correctly.  For me it may have been one of the following:

1) Agent Events are set to None on the Kinesis stream for the instances where the transcript is visible.  Its set to the stream name where its not working.

2) I may have used the same S3 folder for both recordings and transcripts.  And then I used the full ARN of the S3 Call Recording bucket instead of just the aws-connect-XXXX identifier in the ServiceNow configuration, e.g., I used the full ARN as the S3 bucket name

   amazon-connect-xxxxxxx/connect/mhedev/CallRecordings

instead of the instance path:

   amazon-connect-0d119c6e513c

I say "I think" because I was unable to repair it without provisioning a new Connect instance in SN.  

Maybe this will ring a bell for you...

Paul

[Daniel Jandey]

Hey Paul,

Thanks for the response. My Agent Events was set to the Kinesis Stream. I have set it to none and the transcript is still not showing in Service Now.

ServiceNow is still able to pull the recordings so I don't think there's an issue with the configuration.

Cheers,

Daniel

[Community Alums]

Hi Daniel,

We are also facing the same issue. If you share any solution/inputs that will be really helpful. Thanks in advance!