Ai Personal Assistant Does Not Screen Calls - Version 20.0 Update 8 (Build 1121 Release)

[vvooiipp]

I followed this guide https://www.3cx.com/docs/ai-agent-configuration/

Items I changed from the guide:

• I did not create a KB
• I did remove the agent talk link
• I used gpt-5-mini vs. the suggested gpt-5o-mini as the OpenAI Model for Text
• I created my account on https://platform.openai.com

I used ext 900 for the agent. It does pickup when I call the ext from my 3cx ext and can reply to questions.
Open API does shows the traffic and calls.
I have tested from numbers not in our address book.

Agent never picks up the line for unknown outside callers.

Any suggestions on how to diag?

Also, does "Send screening summary + disconnect" email me the audio from the call? I am not able to find any details on this setting.

 

[nikolascx]

Hi there,

If the AI Agent answers when you call extension 900 internally, then the agent and OpenAI connection are working.

For unknown external callers, I would first check the inbound routing and AI Agent screening settings. Make sure the DID/inbound rule is actually routing those calls to the AI Agent, and review the spam/call screening options for unknown callers.

Regarding “Send screening summary + disconnect”: this sends a summary and then ends the call. It does not email the call audio. If you need audio, call recording needs to be enabled separately.

So I’d focus the diagnosis on inbound rules, DID assignment, and the AI Agent’s screening/spam settings.