Call Transcription

This article describes the call transcription feature. You can initiate call transcription in the following ways:

• Toggle on the Automatically Transcribe Campaign switch in a campaign
• Manually initiate the transcription from the Reporting screen in Ringba
• Start the transcription process and retrieve the transcripts using the API. Contact Support for more information on using the API this way.

This feature is available to admin users with call recordings to transcribe. Buyer and publisher users cannot transcribe calls or view transcripts of previously transcribed calls.

Call transcription is included in all Ringba subscription plans: Business, Professional, and Enterprise. Transcribing calls incurs an additional fee based on the length of the calls to transcribe.

This article contains the following sections:

Call Transcription

Call transcription lets you access a text version of your call recordings. You choose one or more calls for the system to transcribe, Ringba analyzes the speech in the recording, and the transcript appears in your call log.

Initiating Transcription

You can set your campaign to automatically transcribe all call recordings. If toggle on the Automatically Transcribe Campaign switch, you can also set a minimum length a recording must be for Ringba to transcribe it and a cap of how much recording time to transcribe.

You can also transcribe calls manually. You start the transcription process from the Call Details table of the Reporting screen. You can choose just one call, select multiple calls, or configure an entire report of calls to transcribe.

The transcription process usually takes only a few moments or less for a single call, but varies depending on on the length of the recording. If you send many calls for transcription at the same time, you can access the transcript for each call as it becomes available, even if the entire batch is not yet complete.

Transcription Cost

Important: Transcribing calls incurs an additional fee based on the length of the call to transcribe. You can see the rate by clicking Settings > Billing Settings, then clicking the View Current Pricing button in the Ringba Plan section. Contact your Sales Representative for more details.

Since there is an additional fee, the system shows a confirmation window when you toggle on the automatic transcription switch or manually start the transcription process.

The confirmation window shows a count of all the calls you selected, even if the call doesn't have a recording. The system skips calls with no recording and you are not charged. If your selection includes any calls that have previously been transcribed, the system skips those calls and does not charge you.

Viewing Transcripts

When the transcription process is complete, an icon appears in the Transcription column of the Call Details table.

Tip: You can use the manual refresh button in the reporting panel to check whether the icon has appeared.

Click the transcript icon to open the Call Transcription view.

Here you see the text of the call recording transcript and playback controls. Additionally, information about the call, such as when it occurred, the caller ID, campaign, publisher, and target also appear. You can copy the transcript to your clipboard from this screen.

When you click play on the audio player, the call recording starts playing. The screen highlights each word in the transcript as it's spoken in the recording, making it easy to follow along and find the moment you're looking for. You can click different points in the progress of the audio recording to jump to that spot, plus you have all the regular audio controls, like play/pause, playback speed, and jump back/forward 5 seconds.

You can access a simpler view of the transcript by expanding the call and clicking the Transcript tab in the Call Details report. On the Transcript tab, you can read the transcript and copy it to your clipboard by clicking the Copy Transcript icon.

How to Transcribe All Calls for a Campaign

Use the following steps to automatically transcribe all call recordings for a campaign:

1. Navigate to Campaigns and open the campaign where you want to transcribe recordings.
2. In the General Info section, toggle on the Automatically Transcribe Campaign switch. The Minimum Call Length field and Daily Transcription switch appear.
3. Enter a number of seconds in the Minimum Call Length field. Ringba transcribes any call recordings that meet or exceed that call length.
4. Optionally, toggle on the Daily Transcription Cap switch. If you toggle on this switch, the Stop transcribing after exceeding field appears. Enter the maximum amount of time for Ringba to transcribe. This limit applies to calls in this campaign only and it resets every day.
5. Save the campaign.

How to Transcribe Individual Calls

Use the following steps to send one or more calls you choose for transcription:

1. From the dashboard, click Reporting from the left navigation and choose a report to open.
2. Scroll to the Call Details table.
3. Click one or more calls you want to transcribe to select them.
4. Click the Edit Calls menu and choose Transcribe from the drop-down menu. A confirmation window appears.
5. If the call selection is correct, select the I confirm the list of calls to transcribe is correct check box and click Transcribe Calls.

On the other hand, if you want to send just one call for transcription, you can open the Transcript tab in the call details and click the Transcribe button.

How to Transcribe All the Calls in a Report

Use the following steps to send all the calls in a report for transcription:

1. From the dashboard, click Reporting from the left navigation and choose a report to open.
2. Set the controls in the reporting panel to include the calls you want to transcribe.
3. Click the Edit Calls menu and choose Transcribe from the drop-down menu. A confirmation window appears.
4. If the call selection is correct, select the I confirm the list of calls to transcribe is correct check box and click Transcribe Calls.

Call Transcription FAQ

Is call transcription a paid feature?

Yes. Transcribing calls incurs an additional fee based on the length of the call to transcribe. You can see the rate by clicking Settings > Billing Settings, then clicking the View Current Pricing button in the Ringba Plan section.

Do I have to request call transcription be enabled in my account?

No. Call transcription is automatically available to admin users in all accounts.

Is there a limit of how many call recordings I can transcribe in bulk?

No, there is no limit. The system transcribes the call recordings in the batch one-by-one. The larger the batch, the longer the transcription process takes. However, each call's transcript becomes available when the transcription is complete, even if the rest of the batch is still in process.

Does call transcription support recordings in Spanish?

Yes, the call transcription supports Spanish. If the call recording is in Spanish, the transcript will also be in Spanish. Call transcription does not translate.

What happens if the transcription service can't understand a word in the recording?

The transcription service tries its best to transcribe every word. Very rarely, a word is beyond recognition and the transcription skips it.

What happens if the call recording doesn't have any talking?

It is possible for a short call recording to contain no spoken words. If this occurs, the Transcription tab shows the following message:

The recording contains no spoken words.

Does the transcript include personally identifying information, such as SSN?

Yes. Currently, the transcript includes everything that's said in the call recording, including PII. Future versions may block these details from the transcript.

Can I search transcripts for particular words?

No, currently transcripts do not natively support text search. If you use the API to retrieve the transcripts, however, you could use your own search appliance on the text. Native text search may be introduced in a future version.

Can I set up alerts based on the content of a transcript?

No, that capability is not available in Ringba at this time.

In my reports, can I filter calls based on whether they have been transcribed?

Yes. On your Reporting screen, create a filter where the Filters - Transcription - Transcription Count equals 1. See the Reporting Panel section of the Reporting article for details on how to set up a filter.

How can I see the transcription cost for a call?

You can add the Transcription Cost column to your Call Details table on the Reporting screen. For more information, see the Call Details Report article.