This article describes the call transcription feature available from the Reporting screen in Ringba. You can also start the transcription process and retrieve the transcripts using the API. Contact Support for more information.

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. Transcribing calls incurs an additional fee based on the length of the calls to transcribe.

This article contains the following sections:

• Call Transcription
• How to Transcribe Individual Calls
• How to Transcribe All the Calls in a Report
• Call Transcription FAQ

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.

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.

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 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.

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 go directly to the Transcript tab in the call detail view. You can also expand the call detail view and click the Transcript tab from there. On the Transcript tab, you can read the transcript and copy it to your clipboard by clicking the Copy Transcript icon.

If you are listening to a call recording, you can also click a transcription icon on the audio player panel to jump directly to the Transcript tab.

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.

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.