3CX Cloud Transcription Stopped Working

[RepairDesk]

We have been using 3CX Cloud Transcription, and it has been working well until about a week ago when it suddenly stopped functioning.

We are currently on an Enterprise Plus license with 16 SC. To troubleshoot the issue, we enabled verbose logging, but there are no transcription-related errors appearing in the logs. We have also restarted the server, but that did not resolve the problem.

As a temporary workaround, we have switched to Grok AI transcription, which is working as expected.

Could you please confirm if there have been any recent changes, outages, or known issues on the 3CX side that could be affecting Cloud Transcription services? Any guidance on further troubleshooting steps would be appreciated.

 

[NikosK_3CX]

You can set the PBX in verbose mode and replicate the issue with a call.
After the replication, download the support info and check under the folder logs the file 3CXGatewayService.log

You can find the call in the log and check the reason that it is not getting transcribed.

 

[RepairDesk]

I found the following entries in the Logs/3cxSystemService.log file:

Error: Insufficient 3CX AI Credit for transcription<br>POST https://wmr.3cx.net/manager/requestaiconversion → HTTP 587<br>
Based on the 3CX documentation and blog posts I reviewed, a 16SC license should include support for up to 60,000 transcription minutes. Our current usage is significantly below that threshold, so it doesn't appear to be a usage limit issue.

Could you please verify whether there are any problems with the AI credit allocation or licensing on our account?

 

[NikosK_3CX]

Since you get this error, "Insufficient 3CX AI Credit for transcription" in the logs, it is clear that you have consumed the available
credit for transcription via the 3CX cloud service.

I would highly recommend proceeding with one of the following solutions:

The available options for transcription are now Google, OpenAI, and Grok.

https://www.3cx.com/docs/voicemail-transcription/
https://www.3cx.com/docs/openai-transcription/
https://www.3cx.com/blog/releases/ai-transcription-grok/

 

[RepairDesk]

Since you get this error, "Insufficient 3CX AI Credit for transcription" in the logs, it is clear that you have consumed the available
credit for transcription via the 3CX cloud service.

I would highly recommend proceeding with one of the following solutions:

The available options for transcription are now Google, OpenAI, and Grok.

https://www.3cx.com/docs/voicemail-transcription/
https://www.3cx.com/docs/openai-transcription/
https://www.3cx.com/blog/releases/ai-transcription-grok/

We use this 3CX instance internally, and our usage is very low. We are confident that we have not consumed 60,000 transcription minutes within just a few months.

If that level of usage had occurred, our backend provider bill would have been significantly higher as well. Based on this, it does not appear to be an actual usage limit issue.

 

[JbJansson]

Sorry for hijacking this post, but I have the same problem with the error "Insufficient 3CX AI Credit for transcription" in the log.
And the transcription does not work anymore. I have a question though, how does the credit work ? Does it reset every month or ?
I have a 8 SC license and therfor 30.000 minutes. If the credits resets every month I can provide you prove via the recordings that there is not near 30.000 minutes used since 1. October.
If the 30.000 minutes is in total lifetime of activation of transcription I will believe it is correct.
Hope someone can answer this.
Thanks in advance.

Jesper Bille

 

[NikosT_3CX]

@JbJansson based on your description it seems that you have an Enteprise Plus license key and the tokens have expired.
The tokens apply for a year or until they are consumed.
Enteprise Plus key has been deprecated, You can check the license changes here:
https://www.3cx.com/blog/news/ai-edition/

The available Cloud options for transcription are now Google, OpenAI, and Grok.

https://www.3cx.com/docs/voicemail-transcription/
https://www.3cx.com/docs/openai-transcription/
https://www.3cx.com/blog/releases/ai-transcription-grok/

For On Premise, check here :
https://www.3cx.com/docs/transcription-engine-server/

 

[JbJansson]

Yes, we have an enterprise plus license.
Thanks for the answer it was usefull.