3CX AI-based call transcription is no longer working

[N-AGPRO]

Hello,

I am encountering some inexplicable behavior regarding 3CX AI call transcription.

We hold an NFR license and use the 3CX AI call transcription feature. It previously worked for one of our clients but has stopped working, even though the settings remain correctly configured.

Please note that, transcription works perfectly on our own 3CX instance ; however, it no longer works for our clients, despite identical configurations and correct settings.

I opened a ticket with 3CX support, and the response I received was that OpenAI or Grok should be used for transcription.

Is anyone else experiencing this issue?
Has there been a change regarding the use of AI transcription on NFR licenses or client licenses?

Thanks in advance for your feedback.

 

[KyriacosS_3CX]

Hello,

Can you clarify if you are using the 3CX AI Server or the 3CX Cloud Transcription?

For the 3CX AI Server, you must make sure there is no firewall blocking the connection.

For 3CX Cloud Transcription, Voicemail and Recording transcription require the 3CX Enterprise Plus edition which is no longer available. Existing systems still on that edition will continue working, until their next renewal or when they run out of credits.
The current 3CX AI edition only supports Voicemail transcription via the 3CX Cloud option, for recordings one of the other options must be used.
Please let us know the actual Edition of your clients PBX, as well as your NFR, as they might not be the same.

 

[CostasLG_3CX]

Hello,

I am encountering some inexplicable behavior regarding 3CX AI call transcription.

We hold an NFR license and use the 3CX AI call transcription feature. It previously worked for one of our clients but has stopped working, even though the settings remain correctly configured.

Please note that, transcription works perfectly on our own 3CX instance ; however, it no longer works for our clients, despite identical configurations and correct settings.

I opened a ticket with 3CX support, and the response I received was that OpenAI or Grok should be used for transcription.

Is anyone else experiencing this issue?
Has there been a change regarding the use of AI transcription on NFR licenses or client licenses?

Thanks in advance for your feedback.

Hello N-AGPRO,

I believe there may be some slight confusion regarding the different transcription options.

Your primary NFR key is still running on the now-retired ENT + edition. As my colleague explained, it will eventually be migrated to the AI Edition. Once this migration takes place, if you wish to continue using transcription as a partner, you will need to connect your own AI provider, such as OpenAI, Google, or Grok. Grok has also recently become significantly more affordable, as explained in our related blog post.

https://www.3cx.fr/blog/u9-web-client-smarter-ai/#:~:text=Transcription, résumé et,vocale uniquement.

Regarding your customers currently using the AI Edition, customers on the ENT / AI editions were previously able to use free 3CX transcription as part of the AI transcription testing phase.

However, since 09/03/26, customers who wish to continue using AI call transcription on their licences must connect an API key from the AI provider of their choice.

https://www.3cx.fr/blog/transcription-ia-gratuite/

This explains why transcription may still be working on your Enterprise+ NFR, while it has stopped working on your customers’ systems that have already moved to the AI Edition.

I hope this clarifies the situation. Please do not hesitate to contact your Account Manager through your Partner Portal for further information.

Much appreciated.

 

[NCLNetworkNG]

Hello,

Can you clarify if you are using the 3CX AI Server or the 3CX Cloud Transcription?

For the 3CX AI Server, you must make sure there is no firewall blocking the connection.

For 3CX Cloud Transcription, Voicemail and Recording transcription require the 3CX Enterprise Plus edition which is no longer available. Existing systems still on that edition will continue working, until their next renewal or when they run out of credits.
The current 3CX AI edition only supports Voicemail transcription via the 3CX Cloud option, for recordings one of the other options must be used.
Please let us know the actual Edition of your clients PBX, as well as your NFR, as they might not be the same.

On our system, transcription has stopped on recordings as of today. We're on the AI Edition 16 SC and using 3CX Transcription Service (Cloud). Based on this message, it sounds like it's expected for this to have stopped working? If so, could you send us a link to where this change was announced please?

Thanks!

 

[KyriacosS_3CX]

On our system, transcription has stopped on recordings as of today. We're on the AI Edition 16 SC and using 3CX Transcription Service (Cloud). Based on this message, it sounds like it's expected for this to have stopped working? If so, could you send us a link to where this change was announced please?

Thanks!

Hello,

Yes the AI Edition does not include 3CX Cloud transcription, and as per announcements NFR keys are being moved from the defunct ENT+ to AI edition.
This was originally announced in https://www.3cx.com/blog/news/ai-edition/ and the more recent blog confirmed that the process has been completed: https://www.3cx.com/blog/news/ent-plus-nfr-keys/ .