3CX AI Email Notifications Blank - Summary & Transcript Not Populating (v20 Update 8 / AI 1.4.12)

[team-network@naturalnetworks]

Environment:

• 3CX Version: 20.0 Update 8 (Build 1121)
• 3CX AI Version: 1.4.12 (just updated from 1.2.5)
• License: Enterprise+
• Install Type: On-Premise
• AI Provider: 3CX AI (switched from OpenAI to reduce costs)

Issue:
Call recording notification emails are being sent to users with blank Summary and Transcript fields. The email arrives correctly with call details (caller, duration, recording link) but the AI-generated content is empty.

Important Finding:
The AI processing IS working correctly — when we check the Recordings Log in the Admin Console, Sentiment scores, Transcriptions, and Summaries are all populating successfully on the backend. The problem appears to be a timing issue: the email notification fires approximately 22 minutes after the call ends, but the AI engine takes approximately 1 hour to complete processing. By the time the AI finishes, the email has already been sent with blank fields.

What We've Tried:

• Updated 3CX AI from 1.2.5 → 1.4.12 (issue persists)
• Verified call recording is enabled and working
• Confirmed Sentiment/Transcript/Summary all appear correctly in Recordings Log
• Previously using OpenAI which did NOT have this timing issue

Questions:

1. Is there a setting to delay email notifications until after AI processing completes?
2. Is this a known issue in v20 Update 8 / AI 1.4.12?
3. Will this be addressed in the stable release of Update 9 (currently Alpha)?

Any help or workarounds appreciated. Thank you!

 

[BrunoI_3CX]

Please note that for transcriptions to function correctly, outbound HTTPS traffic (TCP port 443) must be allowed to the host wmr.3cx.net, as this is required for communication with the transcription service.

Additionally, ensure that HTTPS traffic is permitted on the port configured for HTTPS on the system.

Could you also confirm with the system's network administrator whether any country-based restrictions are in place? If so, please temporarily disable them and navigate to Admin > Dashboard > Services, then restart the 3CX PhoneSystem Database Server service (this will restart all related services).

Once completed, please perform a new test to verify whether the issue persists and let us know your results.