Requirements and Limitations

Note: Upland Transcription Service has currently only been tested to work with Avaya, Cisco UCCE, and Engage on-premise telephony.

Before configuring Upland Transcription Service to work for your environment, you must have certain prerequisites in place. Review the requirements below:

Client Requirements

The agent using the capture application and Upland Transcription Service must meet the following pre-requisites:

  • Must be configured to use Salesforce Enhanced Omni-Channel

  • Must be licensed to use Salesforce Messaging In-App and Web (MIAW)

    Note: Instructions for configuring the Upland Transcription Service with MIAW can be found here.

  • Must be running Windows 10 or Windows 11

  • Must be using softphones with their telephony, not desk phones

The server client that hosts the Capture and/or recording applications should meet the following minimum requirements:

Server System
OS
  • Windows Server 2022
Browsers

  • Google Chrome
Processor

  • 3+ GHz - 4 cores

Memory

  • 8 GB
Disk

  • 32 GB
Network

  • 1 GbE network interface card on a broadband connection
Microsoft .NET Framework

  • 8.0+

Genesys Engage Requirements

To ensure the Upland Transcription Service integrates successfully with your Genesys environment, ensure that the following criteria are met and the applications listed installed:

Requirement Description
Genesys Engage Administrative access To configure your Genesys environment for Upland Transcription, you must have full administrative access to your environment.
VP Recording Templates Included in the installation files for the resource manager.
Media Control Platform (MCP) 9.x Can be obtained through the Genesys Engage support portal.
Resource Manager (RM) 9.x Can be obtained through the Genesys Engage support portal.
Call Recording Server Application 9.x Can be obtained through the Genesys Engage support portal.

Network Requirements

For the Upland Transcription Service to run correctly, you must ensure the following:

Requirement Description
Network communication

You will be provided with a domain during your deployment. Ensure the domain is accessible by the server used to host the capture application.

Supported Call Types and Limitations

The current Upland Transcription Service currently supports the following call functionality:

Call Type Supported
Inbound Calls (Direct/ACD) ✓
Outbound Calls (Direct) ✓
Outbound Calls (Campaign) ✓
Consult Calls ✓
Consult and Conference Calls ✓
Cold Transfer Calls ✓
Mute/Unmute (Agent/External Caller) ✓
Supervisor Whisper ✓
Supervisor Listen-in/Barge in (Inbound Calls) ✓
Callbacks ✓
Consult and Transfer Calls X
Cold Conference Calls X
Multi-party Conference Calls (4+) X

Network Requirements

For the Upland Transcription Service to run correctly, you must ensure the following:

Requirement Description
Port availability Port 5080 must be available to communicate with the capture application.

Installation

The Audio Capture application is installed through an executable that will be provided to you by the InGenius customer team.  They will also walk you through this process. Please note the following:

  • Installation requires admin privileges

  • No desktop shortcut is created

  • A Start menu shortcut is created

  • The installer installs to a fixed directory ("C:\Program Files\Upland Software Inc\")

  • The application is compatible with Windows 10 and 11

Feature Behaviors

The following table describes some known feature behaviors when using Upland Transcription Service and the Audio Capture application:

Upland Transcription Service

  • If the call is placed on hold, the transcription is paused.

  • If another call is accepted while a call with active transcription is on hold, transcription will not initiate for the second call.

  • When a call that was being transcribed is resumed after being placed on hold, the transcription for that call will resume.

  • When a call that is being transcribed ends, recording and transcription will stop.

  • Transcription is compatible with Auto Answer enabled.

  • Omni-Channel Supervisors can monitor the messaging session and send whispers to the agent within the messaging window.

  • Supervisors cannot listen to the phone call but can see the active transcription.

  • Only status based capacity is supported for capacity management - when an agent receives a call and answers it, capacity is consumed so that their availability is correctly displayed.

  • Capacity is restored when the call ends
Audio Capture Application

  • After linking the Audio Capture application, transcription starts automatically when a work item request is accepted and a call is received.

  • The Audio Capture application will initially select system defaults for the Audio Capture application.

  • The Audio Capture application can be minimized, and opened again by clicking the system tray icon