Call transcripts stuck on "We're processing the call transcript"
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
‎01-10-2022 06:47 PM
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
‎01-11-2022 12:50 PM
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
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
‎01-11-2022 08:25 PM
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
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
‎04-15-2025 10:43 PM
Hi Daniel,
We are also facing the same issue. If you share any solution/inputs that will be really helpful. Thanks in advance!