Call transcription / summary via OpenAI stopped working on 4SC Pro (v20 U7) – feature change?

[jeremylwf]

Hi everyone,

I’d like to check if anyone else is facing a similar issue, or if there has been a recent change in licensing or features.

Environment

• 3CX License: 4SC (Professional), annual contract valid until March 2026
• Version: v20.0 Update 7 (Build 1080 – Release)
• AI Integration: OpenAI (GPT-4o)
• Timezone: Issue noticed around 8:00 PM PST, 20 Jan 2026

Issue
Sentiment analysis, call summary, and call recording transcription via OpenAI stopped working suddenly, without any warning or configuration changes on our side.

Observation
Under Admin → Integrations → Transcription, we now see the message:

“Voicemails are transcribed. Upgrade to Enterprise to transcribe call recordings too!”

This message did not previously appear, and call recording transcription was working prior to the above time.


Concern / Clarification Needed
When we subscribed to the 4SC Professional license, it was based on the documented feature set at the time, which included:

• Call recording transcription
• Call summaries
• Sentiment analysis using OpenAI

If this capability has now been restricted to Enterprise, it appears the feature was removed mid-contract and without prior notice.

Questions

1. Has there been a recent change to AI / transcription feature entitlements for Professional licenses?
2. Is this a 3CX-wide change, or could it be a bug or misconfiguration affecting specific instances?
3. Are other 4SC Pro users seeing the same message and loss of functionality?
4. If this is an intentional change, is there any official announcement or transition policy for existing contracts?

Would appreciate clarification from the 3CX team or confirmation from other users experiencing the same issue.


Thanks in advance.

 

[paurus]

I see the same message. This is not a problem for us, as we do not use this function.

 

[Evolute IT]

The call recording transcription + AI stuff were always gonna be Enterprise only. They allowed it in Pro during the beta period. Now it's restricted.

You will need to upgrade to Ent 8SC minimum to keep using it.

 

[Kevin Attard Compagno]

It is no secret that AI features, including transcription, rely on heay-hitting AND expensive resources to deliver. Expecting such features to remain free in perpetuity is simply unrealistic. This was made available in beta for evaluation, and it's now moved to a commercial offering - this was always the intention.