Showing the error message on interaction like We're processing the call transcript.

[akshay63]

Hello,

We have a requirement to add call recording and call transcript on interaction record but when the call comes via amazon connect and user received the call after ending that call the call recording is added on the interaction record but call transcript is not getting generated on record. It was showing an message like
"We're processing the call transcript", "This may take minute or two".
Thank you!

[Amit Gujarathi]

HI @akshay63 ,
I trust you are doing great.

o troubleshoot this issue, there are a few steps you can follow:

1. Check Amazon Connect Configuration: Ensure that your Amazon Connect instance is properly configured to generate call transcripts. Verify if the necessary Amazon Transcribe service is enabled and functioning correctly.

2. Verify ServiceNow Integration: Confirm that the integration between Amazon Connect and ServiceNow is set up correctly. Check the configuration and ensure that the required APIs and connectors are properly configured and authorized.

3. Review ServiceNow Settings: Double-check the ServiceNow settings related to call transcripts. Ensure that the appropriate options are enabled for call transcription and that any required fields or configurations are properly set up.

4. Monitor ServiceNow Logs: Check the ServiceNow logs for any error messages or warnings related to call transcripts. This can provide insights into any issues occurring during the transcript generation process.

[akshay63]

Hi @Amit Gujarathi ,
Thanks for your quick response.
I have checked the amazon connect configuration and ServiceNow integration also all the configuration is as per the documentation and there is also the setup for call recording and transcript which is already configured. There is no errors and warnings in the ServiceNow log.