3cx v20 U3 transcription\backup issue

[JohnWoodCC]

A couple of days ago, I upgraded our 3cx to version 20 update 3 from version 18. The upgrade went smoothly. I am running into two issues:

1. Google voicemail transcriptions are no longer working ( I followed the instructions listed on https://www.3cx.com/docs/manual/google-speech-api-v2/) to update from using an API key to a JSON file. I call my office number from my cell phone and I get the email, but the transcription in blank. See attached screenshot. Transcriptions were working just fine when I had version 18 and was using the Google API key.

2. The other issue I have is that I don't want to use Google for backup storage, but I still use local server storage for backups. If I uncheck the backups under "Storage," it also unchecks the option to schedule a backup under the backup section. How can I use Google for transcriptions but still use Local storage for backups?

 

[Alphabetic]

You should just be able to uncheck backups from the System > Storage page.

 

[JohnWoodCC]

when i do uncheck the backup option from the storage page, it also unchecks the schedule backup from the backup page.

 

[VoIPTools]

Performing transcriptions with Google is far more complicated than using OpenAI, and OpenAI transcriptions are better. You should consider migrating to OpenAI for transcriptions.

But performing transcriptions is only a small part of what is possible with OpenAI. Out of the box, 3CX can transcribe, summarize, and provide a sentiment score for recordings. With our 3CX Recording Manager and 3CX Voicemail Manager tools you can take this even further by supporting any number of questions (OpenAI prompts). For example, you could ask for "assigned tasks", or "key points discussed" or perform automated "agent scoring" based on criteria you specify. There really is no limit to what you can ask about your recordings/voicemails with our tools.

For small implementations of 3CX the analysis costs are remarkably small (pennies per call), but as you increase in size to hundreds or thousands of calls per day, the cost of analyzing recordings/voicemails can start to add up. Still, if you are paying a human to perform agent scoring for example, OpenAI is dramatically more cost effective. But with 3CX performing analysis on recordings is an all-or-nothing proposition. With our tools you have far more control over which recordings are analyzed. You can select specific users to analyze (maybe new employees), or queue members, or maybe you want to manually chose which calls to analyze. We give you complete control and that enables you to better manage AI costs.

 

[NicholasP_3CX]

Performing transcriptions with Google is far more complicated than using OpenAI, and OpenAI transcriptions are better. You should consider migrating to OpenAI for transcriptions.

But performing transcriptions is only a small part of what is possible with OpenAI. Out of the box, 3CX can transcribe, summarize, and provide a sentiment score for recordings. With our 3CX Recording Manager and 3CX Voicemail Manager tools you can take this even further by supporting any number of questions (OpenAI prompts). For example, you could ask for "assigned tasks", or "key points discussed" or perform automated "agent scoring" based on criteria you specify. There really is no limit to what you can ask about your recordings/voicemails with our tools.

For small implementations of 3CX the analysis costs are remarkably small (pennies per call), but as you increase in size to hundreds or thousands of calls per day, the cost of analyzing recordings/voicemails can start to add up. Still, if you are paying a human to perform agent scoring for example, OpenAI is dramatically more cost effective. But with 3CX performing analysis on recordings is an all-or-nothing proposition. With our tools you have far more control over which recordings are analyzed. You can select specific users to analyze (maybe new employees), or queue members, or maybe you want to manually chose which calls to analyze. We give you complete control and that enables you to better manage AI costs.

With Update 4 you are able to select which users are transcribed, and with the 3CX AI integration the AI integration will be able to perform more analysis of a call too.

 

[JohnWoodCC]

I was able to get transcriptions working again using Google. However, I do not wish to have backups sent off site at this time. Is it possible to still save backups locally to our on-prem Windows server that we have 3cx installed on while still using Google for transcriptions?

 

[DEVNETTS]

I have the same issue and concern. It seems a bit short-sighted to link the two unrelated features. I hope someone is able to provide a solution or at least put in a feature request.

 

[VoIPTools]

This is a requirement of the Google transcription service. You have to upload the recording to a Google bucket, and from there the transcription is performed.

In my biased opinion, the solution is to convert from using Google to OpenAI for transcriptions. OpenAI does not require you to store the recordings on their servers in order to perform the transcription. Further, in my tests, the OpenAI transcription is better than Google AND OpenAI makes it possible to do far more than a simple transcription.

To give you an idea of what is possible with OpenAI, I encourage you to take a look at our 3CX Recording Manager tool. We use OpenAI to ask ANY number of questions of our recordings. For example, in addition to a full transcription, summary, and sentiment analysis, you might also want a list of action items, key points discussed, appointments, or even score agents on their handling of the call. Getting a score on whether the agent was knowledgeable, courteous, efficient, and communicated clearly are things you might want to know. You can ask questions like "Did the agent inform the caller that the call was being recorded". There really are no limits to what you can ask about your recordings or your agents.

 

[DEVNETTS]

I understand that the Google speech-to-text process requires storage setup. However, backups should have an independent storage setup. Linking the two is just bad design and development.

While your tool looks imprecise, it is not in our budget. We moved to 3CX for the large feature set at a low price that did not require a bunch of add-ons or a specialty firm to implement and maintain the system.

 

[Craig Catlow]

I was able to get transcriptions working again using Google. However, I do not wish to have backups sent off site at this time. Is it possible to still save backups locally to our on-prem Windows server that we have 3cx installed on while still using Google for transcriptions?

Would you be able to ket us know how yougot this working again? I have the same issue. I have added the Cloud Speech Admin to my account with permissions but still nothing. Backup is working fine.

 

[NicholasP_3CX]

Would you be able to ket us know how yougot this working again? I have the same issue. I have added the Cloud Speech Admin to my account with permissions but still nothing. Backup is working fine.

Google has a new API for the storage and transcription

https://www.3cx.com/docs/manual/google-speech-api-v2/

You would need to redo the configuration. Then you will be able to select the transcription settings per department/user/system extension

 

[Derick]

If I change the storage bucket to fix transcription, will my users lose access to all their previous voicemails?

 

[ivank]

No they won't

 

[Derick]

I enabled the voice transcription API and added the permissions as per the above instructions. It still didn't work. I finally got it working again, but I had to go to each individual user and select Options>Transcription and set them to voicemails only. Just having it set to inherit department settings wasn't working even though the users are in the right department and the department transcription was set to voicemail only.