Real-Time Transcription

This guide enables real-time transcription for call cases (inbound, manual outbound, and campaign) on the Media Server.

Transcription starts when the agent and customer are connected. The Media Server sends a call audio copy to Jambonz through the eavesdropping script (outbound_transcription_eavesdrop.lua). Deprecated outbound-route dialing is not used.

Configuration overview:

1. Deploy script — download the attachment and copy it to the media server.

2. Configure script — set the Jambonz DN, gateway UUID, and (optional) campaign domain map.

3. Register hook — add the script as a CHANNEL_BRIDGE hook in lua.conf.xml.

4. Restart FreeSWITCH — required after changing the hook.

5. Manual Outbound dialplan — add two export actions in Manual_Outbound.

6. Inbound dialplan — no configuration needed.

7. Campaign (optional) — add the domain in the script map.

8. Jambonz — ensure the DN points to the /sipRec application.

Configuration

1. Deploy the Transcription Script

1. Download outbound_transcription_eavesdrop.lua from this page’s Attachments.

2. Copy the file to the media server:

/usr/share/freeswitch/scripts/outbound_transcription_eavesdrop.lua

2. Configure the Script

1. Open the script on the media server:

nano /usr/share/freeswitch/scripts/outbound_transcription_eavesdrop.lua

2. Update the values at the top of the file:

3. Save the file.

3. Register the CHANNEL_BRIDGE Hook

1. Open /etc/freeswitch/autoload_configs/lua.conf.xml on the media server.

2. Add the following hook:

<hook event="CHANNEL_BRIDGE" subclass="" script="outbound_transcription_eavesdrop.lua"/>

3. Save the file.

4. Restart FreeSWITCH

reloadxml does not load new mod_lua hooks. Restart FreeSWITCH:

systemctl restart freeswitch

5. Manual Outbound Dialplan

For manual outbound calls, add two variables in the domain’s Manual_Outbound dialplan. Place them before the bridge action.

1. Open the FusionPBX web interface and log in.

2. Select the target Domain.

3. Go to Dialplan → Dialplan Manager.

4. Open Manual_Outbound.

5. Add the following actions before bridge, then save:

Replace 8765 with your Jambonz DN if different.

To disable transcription for manual outbound:

6. Inbound Dialplan

For inbound, just set the Jambonz phone number (DN) for transcription, as described in step 2. You don’t need to configure anything else for inbound transcription.

7. Campaign Transcription (Optional)

To enable transcription for all campaign modes (Progressive / Preview / Predictive / …) on a domain:

1. Open outbound_transcription_eavesdrop.lua on the media server.

2. Add the domain under DOMAIN_CAMPAIGN_TRANSCRIPTION:

local DOMAIN_CAMPAIGN_TRANSCRIPTION = {
    ["your-domain.com"] = "8765",
}

3. Save the file. No FreeSWITCH restart is required for this change.

8. Jambonz Application

1. Confirm a Jambonz phone number (DN) is created and linked to the application whose calling webhook ends with /sipRec.

2. Confirm a FusionPBX gateway exists toward Jambonz (this gateway UUID is used in step 2).

3. Set CCM_BASE_URL on the Jambonz app to https://<CX-FQDN>/ccm.

For Jambonz application/carrier / phone-number setup, see Jambonz Configuration Guide - Media Server to Jambonz Cloud.

Verification

1. Place and answered a call (inbound,manual with the dialplan exports, or a campaign call on a mapped domain).

2. On the media server, confirm FreeSWITCH logs show:

[EAVESDROP] CHANNEL_BRIDGE handler
[EAVESDROP] decide ...
[EAVESDROP] role=agent ...
[EAVESDROP] role=customer ...

3. Confirm the Jambonz app posts transcripts to CCM ([CCM] message sent).

If [EAVESDROP] lines do not appear, the hook was not loaded — repeat step 4 (restart FreeSWITCH).

Supported Cases and Limitation

The following table shows for which cases we support transcription.