Speech Transcription Server Cluster Considerations

In a typical deployment, multiple Speech Transcription Servers transcribe the same interactions. These servers share the same business rules, which define the set of interactions to transcribe, and the same queue Entity that represents demand in WFM. Queues help predict workload by multiplying the volume of customer interactions by their expected handling time. of incoming transcription Process in Speech Analytics of converting audio files of the recorded agent-customer conversation to text. missions.

For this purpose, you need to configure a cluster of transcription servers. In that cluster, one server is defined as the primary server. (By default, the first server you define is designated as the primary one, set by the Primary checkbox. Subsequent servers added to the server cluster inherit the configuration of the primary server.)

If you have several sites, you may need to define multiple transcription server clusters, with each cluster handling a different set of calls.

Multiple transcription server cluster graphic

To create a transcription server cluster:

  1. Create the server cluster, and add servers to the cluster accordingly.

    When configuring the cluster, note the following:

    • The HTTP Alias for the cluster must be the same address of the primary Speech Transcription Server (or the first server defined for the cluster).

    • For upgraded systems, make sure that the server defined as the Primary server in the previous version continues to be the Primary server in the current version.

  2. Associate the first (primary) Speech Transcription Server in the cluster to the relevant Recorders.

    Once you create or edit a server role association Relationship between server roles, where one server role relies on the configuration and functionality of another server role to perform its tasks. on one Speech Transcription Server, the same association is automatically made for all other Speech Transcription Servers in the cluster.

  3. Define transcription rules for the recorders associated with the Speech Transcription Server cluster.

For details on defining transcription rules, see the Interaction and Analytics Administration Guide.