Upload calls

Uploading by hand is the fastest way to start, and it stays useful for one-off batches. If you want recordings to arrive on their own when each call ends, see the API.

1. Click Upload calls at the top of the sidebar. The same button is on the Calls screen.

2. Drag the recordings, or a whole folder, to the upload area. You can also click Choose files.

3. Check the table. Each file is listed with the Agent and the Date that Caller read from its name, and with its minutes. If a file has no agent, choose one in its row. If that person is not in Team yet, choose Add an agent… in the same list and add them without leaving the dialog. Every file needs its agent before it can be uploaded.

4. Choose the Campaign if the batch belongs to one. Below it you see which template the calls will be scored with.

5. Click Upload n calls.

When the upload finishes, the calls start being transcribed. You can close the dialog and keep working. Progress shows on Home and in the In progress view of Calls.

• Formats: MP3, WAV, OGG and M4A.
• Maximum size per file: the one set by your plan, shown in the upload dialog itself. On the Free plan it is 25 MB.
• Maximum length per call: on the Free plan, 15 minutes.
• Files per upload: on the Free plan, 3 at a time. If you choose more, the dialog takes the first ones and says how many were left out; add them when that upload finishes.

A file that is not audio, that is over the size limit or that is longer than the plan takes is flagged in the table and is not uploaded. The rest of the batch goes ahead.

Telephony systems usually name each recording with the agent’s code, the date and the time. Caller reads those details from the file name and uses them to file the call. The details of what it recognizes and what it does not are in File names.

For a code to become an agent, that agent has to exist in Team with the same code.

Every call belongs to an agent of the team, and every agent takes one of your plan’s seats. That is why a recording cannot be uploaded without an agent, or under somebody who is not in Team. A call already uploaded can be moved to another agent, but not left with none.

The campaign is optional. It decides two things: which template scores the calls in the batch and which language they are transcribed in, if the campaign has one set.

• With a campaign, the campaign’s template is used.
• Without a campaign, or if the campaign has no template, the default template is used.
• Either way, the dialog says which one under the field: “They will be scored with the “…” template.”
• If the account has no template yet, the calls are transcribed but not scored.

By default the language is detected in each call. Set it by hand only when the whole batch is in the same language. In that case the transcription is more accurate, especially between similar languages such as Catalan and Spanish, and in calls shorter than a minute, where there is little to go on.

Below the table, Caller adds up the minutes in the batch and tells you how many you will have left this month after uploading it. If the batch does not fit in what is left, you have to remove some files before you can upload.

Minutes are counted by the actual length of each recording, rounded up to the minute. How they are reserved and when they are returned is explained in Plan and limits.

Message	Cause
Not an audio file	The file is not in a recognizable audio format.
Over n MB	It is larger than your plan’s maximum.
Longer than n minutes	It is longer than your plan’s maximum.
There is no space left for this batch	The account has used up its storage. On the free plan it counts everything uploaded and deleting calls does not give it back; see Plan and limits.
Upload failed	The upload was interrupted before it finished. Upload that file again.