Call Transcription Enabled but No Transcription Available in Call Logs

[vipin.rathore@thetelephon]

Hi 3CX Team,
We are facing an issue with the Call Transcription feature.
We have successfully enabled the transcription feature on our 3CX system and confirmed that the required settings are configured. However, we are unable to access the transcription after calls.

Issue Details:

• Call Transcription feature is enabled.
• Calls are being recorded successfully.
• We cannot find any transcription reports in the system.
• The "Transcription" button in Reports → Call Logs remains disabled (greyed out) and cannot be selected.
• We have waited for some time after the calls completed, but the transcription is still not generated.

Could you please advise:

1. Where can we access the generated transcription reports?
2. Are there any additional configuration steps required after enabling the transcription feature?
3. Under what conditions does the Transcription button become active in the Call Logs?
4. Are there any prerequisites, licensing requirements, or AI provider configurations that we may have missed?

Any guidance would be greatly appreciated.
Thank you.

 

[TheodorosG_3CX]

Check the complete blog post of Update9 final release for more information:
• https://www.3cx.com/blog/releases/u9-web-client-smarter-ai/

 

[vipin.rathore@thetelephon]

Hi @TheodorosG_3CX,


Thank you for your response.


We have gone through the Update 9 release notes. However, our requirement is to use the native 3CX AI transcription rather than the Grok AI integration.


Could you please clarify:

• Is it possible to use 3CX AI for call transcription without enabling Grok?
• If yes, what are the required steps to configure it?
• Are there any licensing or deployment prerequisites for using the native 3CX AI transcription service?

Our objective is simply to enable call transcription using 3CX AI, and we are not looking to integrate with Grok.


We would appreciate your guidance on how to configure this.

 

[Charles_3CX]

At this time, there is no native 3CX AI service for call recording transcription.

The 3CX AI subscription provides only AI features, such as voicemail transcription.

The Once ENT+ subscription, which included call transcription with 3CX Cloud, has been deprecated, and the legacy 3CX Cloud Transcription service is no longer available.

If you require transcription of call recordings, you will need to use one of the supported external transcription providers, such as OpenAI, Google, or Grok (available in Update 9), or deploy the 3CX Self-Hosted Transcription Server.

Therefore, there are no configuration steps or licensing prerequisites for enabling native 3CX AI call transcription, as this functionality is not currently available.

 

[nikolascx]

To use 3CX AI you need to make your own server.
I would wait for the new 3CX AI Server and in the meantime buy a mac mini. Like this when update 10 is out, we will release the 3CX AI Server also and this can be installed on a small mac mini.

Or have your own gpu. then you can run your own mini transcript server