Fix call analysis problems

Updated July 11, 2026

Pulling a recent call is usually quick, but a few things can go sideways. Here is how to diagnose them.

#No calls listed

The Pick a recent call picker shows recorded calls from RingCentral within a time window. If the list comes back empty, work through these in order:

Widen the time range. The picker defaults to Last 7 days, but also offers Last 48h and Last 30 days. A call that happened just outside your current window will not show up until you widen it.

Check the producer filter. The picker's producer dropdown defaults to All producers, but if it has been narrowed to a specific person, calls from anyone else will not appear. Set it back to all producers if you are not sure who took the call.

RingCentral may not be configured yet. The call picker is powered by a live RingCentral connection your admin sets up once on the server, not something you configure per session. If RingCentral has not been connected on your agency's server, the picker will not have anything to show no matter how wide you set the time range. This is a one-time server-side setup, not a per-user step. See Call intelligence overview.

Only recorded calls appear. If a call was not recorded in RingCentral, it will never show up in the picker, regardless of time range or filters. This is a RingCentral-side limitation, not something ProClose controls.

#The 25MB limit

If a call recording is too large to transcribe, analysis fails with this exact message:

Recording is [N]MB, over the 25MB transcription limit (roughly 25+ min). Trim or split the recording.

This is a hard limit from the transcription service, not a ProClose setting. In practice it only affects unusually long calls, roughly 25 minutes or more depending on audio quality. If you hit it:

  • Trim the recording if your phone system lets you clip it before pulling it in.
  • Split a long call into parts if it covers more than one topic or conversation and can be broken up.
  • Fall back to a manual discovery brief. If the call cannot be analyzed, you can still open a proposal by finding the client through Find the client and building a discovery brief without the auto-extracted call insights.

#Analysis seems slow or stuck

If a call is stuck on "transcribing" longer than expected, you generally do not need to do anything. The transcription and insight-extraction calls retry automatically on temporary failures, so a slow response is usually the system working through a retry, not a dead process. Give it a moment before assuming something failed.

If it does eventually fail outright, you will see an alert: "Could not analyze this call:" followed by the specific error. Re-picking the same call from the list is always safe to try again, see below for why.

#Re-picking a call is safe

Every call recording is analyzed once and the result is cached. If you pick a call, get the analysis, and later pick the exact same call again, whether later in the same session or in a future one, it returns instantly from the cache instead of re-transcribing and re-analyzing. The call picker's status line even tells you which happened: "(from cache, already transcribed)" versus "(transcribed live)."

This means:

  • You will never be billed twice for the same recording.
  • A double-click on the same call is also coalesced server-side, so an accidental double-pick does not trigger two transcriptions.
  • There is no downside to re-picking a call to double check something or start a second proposal from the same conversation.

See Call analysis: caching, limits, and privacy for the full detail on how caching works and what it means for cost.