3CX Transcriptions Service - Detecting Langauge as Welsh...

[peter_sgc]

Hello,

We have noticed that when using the "3CX Transcription Service" for Voice Mails some of them are being translated into Welsh.
When we check the attached recording the received voicemail was recorded in english.

After some testing we seem to think this has something to do with the way that "Hello" is pronounced. as "Hello" is "Helo" in Welsh.

Is there any way for us to force the system to use English only, as the options in the admin to change the langauge are grayed out...


Our Language & Time Zone are set to "English (UK)" and "0:00 United Kingdom (London)"




We are on 3CX Enterprise Version 20.0 Update 4 (Build 487 Release)

 

[Alphabetic]

I already pointed this out.

I imagine at some point they'll allow for the language to be selected but at the moment there's nothing you can do about it.

 

[Christian Davies]

Im having the same issue. About 50% of my Recording Transcriptions are in Welsh!

Have 3cx said when this will be fixed?

 

[peter_sgc]

Nope, 3cx don't seem to care.

 

[Christian Davies]

Probably because 3cx Transcription is free for the time being so they are not bothered!

 

[peter_sgc]

Yeah, but at the very least, they could unlock the "Speech Language" settings.
It's one job it to listen to the words and write them down, not to translate!

 

[Christian Davies]

Yeah, but at the very least, they could unlock the "Speech Language" settings.
It's one job it to listen to the words and write them down, not to translate!

True!

 

[NicholasP_3CX]

Nope, 3cx don't seem to care.

This is untrue.

Probably because 3cx Transcription is free for the time being so they are not bothered!

It is not a matter of being unbothered, but it is a matter of polishing the platform. It is still a work in progress. Its a matter of time to get the kinks worked out.

 

[peter_sgc]

Are they aware that one of the "kinks" is that the transcriber is translating when it's not supposed to?

 

[NicholasP_3CX]

Specifically for Welsh it has been raised previously.

 

[Learning Academies Trust]

Is there a timeline for the 'Auto Detected' to be changed to allow us to manually select a language. We have 18 schools who have just started using this feature but almost every voicemail detects in welsh not english.

A timeline would be really helpful. 2025 Q2 / 2025 Q3 ? or is this going to take longer?

 

[Netmatters]

Hello,

We are having the same issue across a number of our instances. has there been any timelines advised as to when this will be resolved?

 

[Adam Preshous]

We are having this issue internally which is quite frustrating. An ETA on when this will be sorted would be appreciated.

 

[VoIPTools]

One option is to use the native OpenAI engine. We also offer support for Azure OpenAI, and soon Grok. If you want support from other LLMs, we are open to supporting even more engines. Today we got a request for DeepSeek. I encourage you to take a look at our 3CX Recording Manager tool. In addition to the default features offered by 3CX -- Transcription, summary, and sentiment, we offer far, far, far more AI capabilities. For example, we have a feature I call "Ask AI Anything". This feature allows you to literally ask anything about your phone calls. Some sample questions we provide (you can add your own) are:

• Was the agent knowledgeable (score 1-10)?
• Provide a list of key topics that were discussed
• Advise how the agent could more successfully overcome objections
• How could the agent improve their ability to close a sales?
• Did the agent follow company policy
  
  

A number of things to note with this screen.

• On the left you see a list of default questions that are automatically asked about the recorded conversation (you can create your own).
  
  
• In the middle, the "Analyze" button lets you retry the transcription, as well as re-analyze the call if you add or change the questions to be asked (helpful if you got a Welsh transcription)
  
  
• You can see a visual representation of the audio (makes it easy to skip past times when the call was placed on hold)
  
  
• In the upper right-hand corner you see links to the original recording as well as the archived version of the recording. Note that the archived version is 75% smaller than the original without noticeable degradation of the audio (I can't tell the difference between the original and the archived version)
  
  
• Notice the score link on the left -- that where you can display all the AI-based automatic agent scoring. You can ask AI to score how well the agent handled the calls and track improvements over time
  
  
• Notice that our transcription is divided into paragraphs based on the conversation, rather than a single block of text
  
  
• In the bottom right-hand corner of the audio player, you can control the playback speed of the audio enabling you to get through a long phone call faster
  
  
• The green checkmark is an indicator that nobody has tampered with the audio. We take a hash of the recording the second the call is completed. If someone messes with the recording, it will not match the hash and a red X will be displayed rather than the green check.
  
  
• We also display the path to the recording file (original or archived versions)
  
  
• And you can control who has permissions to view recordings by department, and what actions they can take like listening, emailing, downloading, etc. We provide granular control over recording permissions.
  

 

[KyriacosS_3CX]

Hi all,

Please note that a fix is on the works for the Welsh transcription issue.

Best,
KS.

 

[KyriacosS_3CX]

Hi All,

An update has been rolled out for the 3CX transcription service that handles the UK English being transcribed as Welsh issue.
No action is needed on your end.

Best,
KS.

 

[FM Telecom B.V.]

We have seen Flemisch calls which sometimes are being transcribed into German. Most of the time it is transcribed in Dutch which is good, but (perhaps when the caller has a strong Flemisch accent) the 3CX engine translates and transcribes it into German.

Could it be the classic Dutch vs Deutsch issue?

Kind regards,
MP

 

[LiamRadford]

Hi,

We are still experiencing an issue with this. Is there any advice you can offer?

Many thanks,

 

[KyriacosS_3CX]

Hi,

We are still experiencing an issue with this. Is there any advice you can offer?

Many thanks,

Can you advice your PBX version, Transcription engine and settings, as well as the languages involved?

 

[LiamRadford]

Can you advice your PBX version, Transcription engine and settings, as well as the languages involved?

Hiya,

V20.0 and it is using the 3CX transcription engine. It seems to be believing voicemails that have been left in English are Welsh. It is then translating it from Welsh, although not making sense.

Thanks,