3cx Transcription limitations on ENTERPRISE Edition?

[ArmandosCons]

Hello, I have upgraded to Enterprise edition so we can have the ability to transcribe calls. We use the built in 3cx engine as it is currently free and very easy to setup. However we face a problem that calls that have been recorded and are 5 minutes or more are the 3cx engine does not offer transcription. Is this a limitation because is in free mode/ beta or is a general limitation and we should seek other engine like OpenAi or google?

Further, as of today the 3cx transcription does not offer Summary. Is this something that is going to be implemented on update 5 or not?

 

[Evolute IT]

Not sure about the 5min call. I would need to tru on mine. I know it's a bit flacky right now even with voicemails (we do a lot of development and during testing, we found some cases where it seems to not work, but we haven't investigated further yet.)

Yes, for now it's only transcript with 3CX AI. Only OpenAI gives the other too. However, U5 should be bringing those into the equation.

 

[ArmandosCons]

Thank you for your reply. Do you think that these issues that arise and not do the transcription will be sorted with the new release?

On your opinion are those issues going to be solved soon enough or should I look for the OpenAI solution (although we cannot compare costs yet).

 

[Evolute IT]

Thank you for your reply. Do you think that these issues that arise and not do the transcription will be sorted with the new release?

On your opinion are those issues going to be solved soon enough or should I look for the OpenAI solution (although we cannot compare costs yet).

First one not sure. If they find issues they'll fix them. If it's not a bug, then they won't.

Update 5 is expected later this months or early February. If you wanna wait, wait. If not, go OpenAI.

 

[VoIPTools]

You may want to take a look at our 3CX Recording Manager and 3CX Voicemail Manager tools. We provide significant enhancements to the capabilities of 3CX. For example, we enable you to have granular control over what extensions have recordings automatically analyzed, along with ad-hoc analysis for individual recordings as needed. We offer the ability to add as many custom prompts as you want (in addition to transcription, summary and sentiment). We also allow you to assign different prompts to different groups, including for our agent scoring feature where we can analyze how well the agent handled the calls based on criteria you specify. If you want to fully take advantage of the benefits of AI, I encourage you to take a look at our tools.

 

[ArmandosCons]

Thank you for your replies.

Testing the transcription feature for 2 days now, I discovered that long calls over 3 min are not transcribed, maybe this is a limitation that 3CX does not mention anywhere. Hopefully someone from 3CX will comment on that. No event log about transcription is available (so to find out why some recordings are not transcribed).
Further, till now Summary on transcription is not available on 3CX engine.
Greek language transcription has serious issues and is not working as expected. Many mistakes in text content.
There is a limitation when you integrate with CRM API that if the contact is not in CRM then 3CX does not send anything to CRM.
Also, another unreleased issue is that if the contact exists in Company you cannot edit it to add it to CRM or M365. The same is when a contact is in M365 you cannot edit it to add it to Company Contacts or CRM!!!

 

[Evolute IT]

Thank you for your replies.

Testing the transcription feature for 2 days now, I discovered that long calls over 3 min are not transcribed, maybe this is a limitation that 3CX does not mention anywhere. Hopefully someone from 3CX will comment on that. No event log about transcription is available (so to find out why some recordings are not transcribed).
Further, till now Summary on transcription is not available on 3CX engine.
Greek language transcription has serious issues and is not working as expected. Many mistakes in text content.
There is a limitation when you integrate with CRM API that if the contact is not in CRM then 3CX does not send anything to CRM.
Also, another unreleased issue is that if the contact exists in Company you cannot edit it to add it to CRM or M365. The same is when a contact is in M365 you cannot edit it to add it to Company Contacts or CRM!!!

The CRM "limitations" you mention are by design. Not a "limitation". There are reasons behind each of them.