Troubleshooting

A few minutes is normal. A long recording, or many uploads at once, takes longer because recordings are transcribed in turn. You do not need to keep the page open or upload the file again: uploading it again creates a duplicate call and uses minutes.

If more than an hour goes by, write to us with the file name.

It could not be transcribed. Click Retry in the list. If it fails again, check the file:

• Open it on your computer and check that it plays all the way through. A file that is cut short or damaged cannot be transcribed.
• Convert it to MP3 and upload it again, in case the problem is the format.

The minutes of a call that never gets transcribed are returned.

Check its state:

State	Cause	Solution
Needs a template	The account had no templates when the call was transcribed.	Create a template. Then, in Calls, select the affected calls and click Analyze again.
No analyses left this month	The period’s ceiling of analyses has been reached, which only happens when many calls are analyzed again.	The call is analyzed on its own when the next period starts.
Analysis failed	The AI could not complete the analysis after three attempts.	Click Retry in the list.

If the call is analyzed but, instead of a score, it says that the template has no scored criteria, then every item in the template is a data field. Add at least one criterion that scores.

• The detected language is wrong. This happens mostly between similar languages and in short calls. The language of each call is shown in its Details. For future calls, set the language when you upload or on the campaign.
• The audio is poor. A lot of background noise, voices talking over each other or a heavily compressed recording lowers the quality of any transcript.

The analysis decides which of the voices is the agent from what each one says. In very short calls, or in calls where one side hardly speaks, it may not have enough to decide, and then it shows them as “Speaker 1” and “Speaker 2.” You can try Analyze again, which uses one analysis.

The file name did not contain a code or a name that matches anyone in Team. Check it in Integrations → Try a file name. To fix calls that are already uploaded, select them in Calls and use Assign agent. For future calls, fill in the Code in the telephony system on the agent’s profile.

Open the criterion and read the explanation and the quoted line.

• If the AI misunderstood the criterion, the problem is in how it is written. Rewrite it in the template, try it on that same call with Try it before saving and, once it gets it right, save.
• If it is a one-off case, use Correct the score. The call keeps a record that a person set the score.

You have reached a plan limit: minutes, calls for the period, or storage. The upload dialog tells you which one. The details are in Plan and limits.

See Account access.

Each code is explained in Errors. The two most common when you are starting out:

• 401 unauthorized: the key is missing or is not sent correctly. Check the Authorization: Bearer ck_… header.
• 400 no_file: the file is not in a form field named file.

1. In Integrations, check that the Webhooks card says “Sending every analyzed call” and not “Paused.”
2. Click Send a test. If your address does not respond, the problem is between Caller and your server: a firewall, an expired certificate or a mistyped address.
3. Remember that a delivery happens when a call is analyzed. A call with no template, or one that is waiting for the next period, does not produce a delivery yet.

The card shows how your address responded the last time. More in Webhooks.

Write to us at caller@sumgrey.com with:

• Your account email.
• What you were trying to do and what happened.
• The address of the affected call (https://app.caller.ee/calls/…) or the file name.
• If the app shows an error screen with a Reference, copy it.