Call Recordings

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Overview

Call Recordings is where you listen back to calls that were recorded on your phone system. Beyond simple playback, each recording can be turned into a written transcript showing who said what, an AI written summary, and a sentiment reading of how the caller felt. You can also ask questions about a call in plain English and get an answer drawn from what was actually said, which saves listening to a twelve minute call to find one detail.

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Before you start

• You need the View Reports permission. Without it, this page is not available to you.
• Recording must be switched on for the phone system you want to look at. If nothing is recording, the page shows No Recording-Enabled PBX Systems.
• Pick the phone system you want from the Select PBX System box at the top of the page. Nothing loads until you choose one.

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Which calls you can see (Coming Soon)

Not everyone needs to hear every call. Once this is switched on, what you see depends on whether you are a manager. Managers carry on exactly as before: every recording on the phone system, and every button on this page. Staff with a phone extension see the calls they were on. You can play them back, read the transcript, copy the summary and ask Aria questions about them, just as this page describes. What you will not see:

• Calls between other people
• The Delete, Reprocess and Restore buttons, which stay with managers
• Phone systems you have no extension on. If you only have one, it is picked for you so you never land on an empty list wondering why

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How long your access lasts

Your access follows your extension. You see calls on it from the day it was given to you, so calls made on that extension before you had it stay private. If your extension is taken off you or moved to somebody else, you stop seeing those calls straight away, including ones you could see the day before. Somebody moving to a new team should not keep hearing the old team’s calls.

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Finding a recording

The quickest way to narrow things down is the row of date buttons: Today, Yesterday, This Week, Last Week, This Month and Last Month. Click one and the list reloads. For anything else, use the fields alongside them:

• From Date and To Date: pick your own range.
• From: search by the number the call came from.
• Destination: search by the number that was dialled.
• Status: narrow to a stage of processing (see below).

Click Search when you have set the From or Destination numbers. Underneath, a second row filters the recordings already on screen:

• The Search recordings… box matches any text in the visible list.
• Status and Sentiment buttons let you tick specific values.
• Reset clears these and appears only once something is filtered.

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Understanding the list

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What the Status values mean

• Uploaded: the audio is saved but nothing has been analysed yet.
• Processing: the transcript and summary are being produced right now.
• Processed: everything is ready, so you can read the transcript and summary.
• Failed: something went wrong. You can try again using the reprocess action.

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Sentiment

Where a call has been processed, the Sentiment column shows how the caller came across: Satisfied, Calm, Frustrated, Angry, Excited or Concerned. A percentage next to it shows how confident the analysis is. A padlock icon means personal information was found in the call and has been hidden from the transcript.

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Listening to a call

1. Find the call in the list.
2. Click the eye icon in the Actions column at the end of the row.
3. A panel slides in from the right with the audio player at the top.
4. Click play to listen. Click anywhere on the progress bar to jump to that point in the call.

The player also has a mute button and a volume slider. Underneath the player, Call Details shows the direction, duration, both numbers, the date and time, the file size and how many speakers were detected.

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Reading the transcript

In the panel, under Drill Down, click View Transcript. If it says N/A, the call has not been processed yet. The transcript opens with three ways to read it:

• Enhanced: the conversation split into turns, showing who spoke, the time they spoke, and how they sounded. This is the most useful view.
• Raw Text: the whole transcript as plain text, handy for copying.
• Timeline: how the emotion of the call changed from start to finish, along with where the caller started and ended up.

In the Enhanced view you can type in the Search transcript… box to jump to a word or phrase, and use the All Speakers dropdown to show only one person’s side of the conversation. If the panel says No Diarization Available, the call was transcribed but not split by speaker. Reprocessing the recording will separate the speakers.

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Getting a summary

Under Drill Down, click Summary & Analytics for a short AI written account of the call. Click Copy to put it on your clipboard. If it has not been produced yet, click Generate Summary and it will be written for you.

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Asking Aria about a call

Under Drill Down, click ARIA Call Intelligence. This lets you ask questions about the call and get answers based on the actual transcript rather than a guess.

1. Click one of the Suggested Questions, such as “What was the main issue discussed in this call?”, or type your own.
2. Type into the Ask a question about this call… box and press Enter.
3. The answer appears a few words at a time as Aria works through it.

You can copy any answer, or use the thumbs up and thumbs down buttons to say whether it was useful. Click Clear to start a fresh conversation.

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Getting Aria to write things for you (Coming Soon)

Asking questions is one thing. Often what you actually need is the email, or the note for the file, written for you. Above the question box you will see Write for me and a row of buttons, one for each thing Aria can write. For example Follow up email to customer or Plan of action for the ticket. Click one and the wording drops into the box below instead of being sent. Read it, change anything you like, then press Enter. You always see what is being asked before it goes.

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Adding your own

Next to those buttons is Manage, or Add prompts if there are none yet. It opens a panel with two tabs: Which tabs you get depends on your role. To add one, click Add a prompt, give it a short name, and type what you want Aria to do.

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Hiding ones you never use

If a team prompt has nothing to do with your job, hide it and it disappears from your row of buttons. Everyone else keeps it. Some prompts are set to always show and cannot be hidden. Those are the ones your practice wants everyone to have.

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Letting Aria write the prompt for you

If you are not sure how to word one, click Not sure how to word one? and Aria will ask you a few plain questions:

• What do you want out of the call?
• Who reads it?
• What must it always include?
• How should it sound?
• Is there anything it must never do?

Aria writes a prompt from your answers, then tries it on a real recording so you can see what it actually produces before you commit to it. If it is not right, say what was wrong in your own words, such as Too long, and it missed the callback date, and Aria tries again. Keep going until it does what you need, then give it a name and save it.

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Going back to how it was

Changed one of Pear’s prompts and preferred the original? Open it and choose to go back to Pear’s wording. Earlier versions shows you what it said before, so nothing is lost by experimenting.

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Processing a recording

New recordings arrive as Uploaded, meaning the audio is saved but there is no transcript, summary or sentiment yet. To process one, click the message icon on that row. To process several at once, tick the boxes at the left of each row and click Process N selected. If a call has already been processed and you want it done again, for example after a failure or to separate the speakers, click the refresh icon on the row.

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If you reach a limit (Coming Soon)

Transcription and AI answers cost money to produce, so there are two limits. Neither is a problem you have caused, and neither loses you anything.

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The monthly transcription limit

Each phone system has an amount of transcription included per month. When it runs out and you try to process a recording, you will see:

This month’s transcription limit has been reached for this phone system. The recording is safe and will transcribe automatically from 1 September, when the limit resets. To transcribe it sooner, contact Pear Support to raise the limit.

The recording is not lost. The audio is saved and stays saved. It transcribes by itself when the new month starts, and you do not need to do anything or remember to come back. If you need that particular call transcribed now, ask Pear and we will raise the limit.

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The daily limit on Aria questions

If you are not a manager, there is a limit on how many questions you can ask Aria in a day. It is set generously and most people never come near it. If you do reach it, you will see:

You’ve reached today’s limit for AI questions. It resets 24 hours after your first question today.

Everything else on the page carries on working. You can still play the call, read the transcript and copy the summary.

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Downloading

Click the download icon on a row to save that recording as an audio file. To save several, tick the rows and click Download N selected.

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Deleting and restoring

Click the bin icon on a row and confirm to delete a recording. Deletion is not immediate. The recording is scheduled to be removed permanently after 24 hours, and during that time the row shows Deletes with the date, along with a Restore button. Click Restore to keep it after all. The same applies to deleting several at once with Delete N selected.

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Frequently asked questions

Why is there no transcript on my call? Recordings start as Uploaded, which means the audio is saved but nothing has been analysed. Click the message icon on the row to process it, then wait a minute or two. I deleted a recording by mistake. Can I get it back? Yes, as long as you do it within 24 hours. The row stays in the list showing when it will be removed, with a Restore button next to it. After 24 hours it is gone permanently. Can I search for a word someone said? Yes, but within one call at a time. Open the recording, go to View Transcript, and use the Search transcript… box. There is no way to search across the transcripts of every call at once. What does the padlock next to the sentiment mean? Personal information, such as a card or account number, was detected in the call and has been hidden from the transcript. Someone’s recording says Failed. What now? Click the refresh icon on that row to try again. If it keeps failing, the audio file itself may be the problem, so raise it with support. Can I get to a recording from the Call History page? No. Call History and Call Recordings are separate pages. Search for the call here using the date and the phone number. A colleague can see a call and I cannot. Why? They are most likely a manager, who sees every call, while you see the calls you were on. See Which calls you can see. I could see a call last week and now I cannot. What happened? Your extension has probably been changed or reassigned. Access follows the extension, so calls on an extension you no longer hold are no longer yours to see. Speak to whoever manages your extensions. I have no Delete or Reprocess buttons. Are they broken? No, they are manager tools and are hidden rather than shown and refused. Ask a manager to delete or reprocess a recording for you. Will other people see the prompts I add under My prompts? No. My prompts are yours alone. Only Team prompts are shared, and only somebody with the right role can change those. I hid a team prompt. Have I removed it for everybody? No. Hiding only affects your own row of buttons. Everyone else still has it, and you can bring it back at any time. A recording says the transcription limit has been reached. Do I need to do anything? No. The audio is safe and transcribes itself when the limit resets at the start of the month. Only contact Pear if you need that call transcribed sooner.