Help with 3CX Cloud AI Sentiment and Transcription

[john.barnhill]

Hey Guys, I am really struggling to understand what is going on with the 3CX AI module. We were on the 24SC ENT When 3CX AI was in beta earlier last year we got hooked on the call recording transcription and sentiment reports. 3CX then changed the pricing structure and it stopped working. We just did a 1 year renewal on 3CX and upgraded to 3CX AI 24SC and I expected we would get transcription working again however it is not. I checked that transcription is enabled in Call Handling > Queues > Options and Transcription is enabled for both Voicemails and Recordings, but when you review the Recordings tab, there is no transcription or sentiment score.

 

[Charles_3CX]

Hi, regarding the 3CX AI subscription, this only includes voicemail transcription, not call transcription. For call transcription, you can choose another transcription option: Google, OpenAI, Grok in U9 (still beta RC4).

 

[john.barnhill]

 

[john.barnhill]

That makes no sense, please see the matrix on the 3CX website.

 

[Charles_3CX]

Yes, of course, you can also use the on-premises transcription server option: https://www.3cx.com/docs/transcription-engine-server/

Note: This is not the 3CX cloud transcription; this refers to the onBoard (self-hosted) transcription server option.

 

[john.barnhill]

I am using 3CX Cloud Hosting. Would an onsite transcription server work with 3CX in the cloud? Not seeing that specifically mentioned.

 

[Charles_3CX]

Yes, it will. You host the transcription server and open the required ports on the server-side firewall. The 3CX system will send the recordings to it, and then, once transcribed, they will be sent back.

 

[rlg]

To be clear, the Enterprise+ license came with minutes of call transcriptions, through the 3CX cloud transription service.
Did this disappear ?
What about customers running Enterprise+ license, what will happen once all transcription minutes consumed ? Will it be possible to buy new minutes ?
Or will we have to choose another transcription method (OnPremise 3CX, Google, OpenAI, Grok) ?
And what about Enterprise+ license renewal, do we have to migrate to AI license, loosing the transcription minutes pack ?
Will OnPremise 3CX transcription server receive a long term support, given the fact that (presumably) 3CX has stopped call transcriptions by itself ?
Thank you very much !

 

[Charles_3CX]

The Ent + subscription is no longer available for renewal. Going forward, you will renew as a 3CX AI subscription and choose another transcription method (OnPremise 3CX, Google, OpenAI, or Grok).

When the transcription quote is used, it is not renewable.

 

[Kevin Attard Compagno]

Will OnPremise 3CX transcription server receive a long term support, given the fact that (presumably) 3CX has stopped call transcriptions by itself ?

The 3CX AI Server is under active development, and we are currently working to improve its efficiency and to bring it to more cost effective hardware - such as a Mac Mini M4 Standard with 24Gb RAM.

Coming soon...