AI Transcription Setup - What am I missing?

[pmterp]

Hello,
I've tried to turn on transcription on 2 different instances and neither of them are working. I feel like I'm missing something. Is there some other setting or checkbox that I'm overlooking?

Instance 1
Ent/AI 8SC license running Version 20.0 Update 8 (Build 1078 Beta)
Under Integrations > Transcription I have Transcription Provider set to 3CX Transcription Service (Cloud) and Stereo Mode checked.
Under the only department, DEFAULT, I have "Select what to transcribe" set to Voicemails & Recordings
For each of the users, I have Call Recordings set to Record all calls and I have Select what to transcribe set to Voicemails & Recordings
Result: The calls are being recorded but there is no transcription or summary.

Instance 2 (our NFR)
Ent/AI 32 SC license running Version 20.0 Update 8 (Build 1078 Beta)
Under Integrations > Transcription I have Transcription Provider set to OpenAI, Model set to GPT-4 Turbo, the API key entered (I've added billing info and followed all the steps for OpenAI).
Under the primary department, I have "Select what to transcribe" set to Voicemails & Recordings
For my user, I have Call Recordings set to Record all calls and I have Select what to transcribe set to Use department settings (under it says Department transcription setting: Voicemails & Recordings)
Result: The calls are being recorded but there is no transcription or summary.

 

[Evolute IT]

Update 8 doesn't allow summary/transcript anymore unless you have Ent+ license or the OnBoard engine. Not the cloud one.


For OpenAI, check the Event Log for errors and make sure you have your limits set in the OpenAI dashboard and that the model you wanna use is allowed.

 

[pmterp]

@ConceptsWeb oh, I missed that. Am I correct that Ent+ isn't available yet? If so, I assume if I want transcription on that instance now, I'll need to switch to OpenAI (I don't have the onboard setup).

I'll check the logs for the other instance. Thanks

 

[Evolute IT]

oh, I missed that. Am I correct that Ent+ isn't available yet? If so, I assume if I want transcription on that instance now, I'll need to switch to OpenAI (I don't have the onboard setup).

Correct. And Ent+ will only be for 8SC and 16SC. Above that you need to use the onboard engine or OpenAI/Google.

 

[pmterp]

Any recommendations on which log files or keywords to search for?
Instance 2 is set to Verbose logging (restarted services). I've looked through the Activity Logs right after the last voicemail was left but don't see any entries that are obviously related to OpenAI or transcription.
I downloaded the Support Info and there's a 3CXAI.log but the only entries look like
2026-01-08 10:09:33.502|INFO|{} LiveConfig: configuration reloaded

I've also checked https://platform.openai.com/logs and there are no entries.

 

[Evolute IT]

Any recommendations on which log files or keywords to search for?
Instance 2 is set to Verbose logging (restarted services). I've looked through the Activity Logs right after the last voicemail was left but don't see any entries that are obviously related to OpenAI or transcription.
I downloaded the Support Info and there's a 3CXAI.log but the only entries look like
2026-01-08 10:09:33.502|INFO|{} LiveConfig: configuration reloaded

I've also checked https://platform.openai.com/logs and there are no entries.

Event Log, not activity logs. You'll see things related to "Transcription".

 

[pmterp]

Event Log, not activity logs. You'll see things related to "Transcription".

Thank you! It was an issue with my quote settings which I found by looking at the event log.