Call transcription

[samguerin]

We have the 3CX transcription engine enable on one of our phone systems and it looks to be struggling with calls over 20mins long. Other calls are working fine without issue. I have tried to trigger the transcription manually but this don't work. Is there a call duration limit set when using the 3CX transcription engine?

Or system is running on 20.0.7.1080.

 

[jw123]

We're experiencing similar issues, we generally find calls over 30 mins can be hit or miss, some are transcribed and some aren't.
Clicking the "transcribe" button for those calls, on the "recordings" page doesn't seem to do anything either.

 

[Dr.Jeffery]

We are lso experiencing similar issue, the transcription stops when the calls is more than 10minutes whiles the file is less than 25 mb.
Does anyone has a solution to it?

 

[jw123]

We are lso experiencing similar issue, the transcription stops when the calls is more than 10minutes whiles the file is less than 25 mb.
Does anyone has a solution to it?

We spoke to support, apparently there's a limit on the file size of the transcription text. (although I can't see this anywhere in their documentation)

"We have checked this and also clarified this internally, and the 3CX Transcription currently has a limitation of 1000000 bytes, which is 1MB, and if the transcription's text is bigger than 1MB, it will not be transcribed."

 

[VoIPTools]

I do not have access to 3CX code, so I can only guess at the cause. However, coincidently, there is a 25 MB file size limit with OpenAI and Azure. It is important to understand that 3CX saves recordings at approximately 1 MB per minute, so as you approach 25 minutes the file size will be very close to the maximum permitted file size. I don't know whether there is a similar file size restriction with the 3CX AI since I do not believe they have ever mentioned what AI they are using.

To get around the 25 MB file size limit, programmers can use "chunking" which essentially means splitting up larger files into smaller pieces (chunks) and then sending the chunks to AI. AI will analyze all the chunks and return a single result.

As I said, I do not have access to 3CX's code, so I cannot be certain this is the cause, but it seems possible 3CX is not chunking larger recordings.

If you are having issues processing larger recordings, I encourage you to take a look at our 3CX Recording Manager tool. We support analyzing multi-hour long recordings.



In the example above, you can see we provided a transcription, agent score (based on our "Ask AI Anything" feature), and much more for a phone call that was nearly two hours long.

 

[KyriacosS_3CX]

Hi,

3CX transcription is tested to work for calls lasting up to 3 hours. If you are regularly facing transcriptions failures for shorter recordings, please check whether there is any networking issues on your side or open a ticket if you would like support to investigate.