Not hearing transfer announcements

[rrmcco]

I need some assistance and help knowing where to look for my issue and maybe it will be resolved in the new release.
I have the AI reception setup with some modifications to the Agent instructions for example the AI greeting is here not under Agent type welcome message. I make calls and they are answered but it is random as to whether i will hear the transfer announcement. I can call and ask for person by first name or first and last both are transferred and sometimes i will hear the announcement other times it is a long delay before the transfer goes thru. Some times AI will ask if I'm still there but this is low percentage. I can call in and use a word in the description and it will recognize the group and transfer the call correctly. Announcements are hear on these call more frequently.
Abusive calls are heard and i get the warning message every time i have tested it, and then i can ask politely for a person and get transferred.
This is to be a simple AI reception for now, not answering questions, just greeting callers and transferring with voice instead of digital.

This is a small system only 48 extension we use 10 channel PRI for incoming calls mostly windows 3cx app or Cell phone app for end users we have 3 Yealink desktop phones.
I have ran some basic ping and tracing commands from the PBX to make sure its not a latency issue. (tracert api.openai.com, pathping api.openai.com,
curl.exe -w "Connect: %{time_connect}s`nTLS: %{time_appconnect}s`nTTFB: %{time_starttransfer}s`nTotal: %{time_total}s`n" -o NUL -s https://api.openai.com)
they all show normal or good responses.
I will be making more test calls tomorrow morning with verbose logging enabled when office is closed so i can see clean logs. Is there other places/logs i need to be looking at?
All my test calls to groups or test extension are set to not follow department hours.

Here are some of my specs: on prem 3CX system
Version 20.0 Update 8 (Build 1121 Release) Type Enterprise Annual24 Simultaneous Calls
Open AI

Open AI model for real time calls: gpt-realtime
OpenAI model for text: GPT-4o

agent type Reception English no switching

Welcome message on agent type is empty its in the Agent Instructions script.

I have 7 groups setup in Call routing with fairly simple descriptions sample:
"Residential rental inquiries from callers looking for an apartment,
unit, or place to rent. Includes 1BHK, 2BHK, bachelor, available
units, vacancy, viewing, lease, apply, looking for a place,
need an apartment, rental inquiry."

Call screening has nothing enabled
Options has Abusing set to end call. Script gives one warning before ending

Not collaborative is transfer to reception.


Any assistance it muchly appriciated.

 

[KyriacosS_3CX]

Hello,

The best advice at this point is to wait for the nearing Update 9 release (or go through the alpha-beta-RC path now), that resolves a lot of such issues.

 

[EmmettsIT]

We are seeing the same issue on Version 20, Update 9 Final, Build 20.0.9.995.

Transfer announcements are inconsistent. Direct address-book requests resolve and connect to the correct destination, but usually transfer immediately without a spoken announcement. Transfers involving additional conversation or clarification sometimes include an appropriate announcement.

We have tested this repeatedly using new inbound calls and saved the agent after every configuration change.

Prompt changes have made no observable difference. We tested:

- The untouched default 3CX AI Receptionist prompt
- The native handoff_instructions variable
- An unconditional instruction requiring the destination to be announced before transfer
- Handoff guidance in the relevant knowledge-source description

Direct transfers remained silent in each configuration, while routing continued to work correctly.

This appears consistent with the original report, except the issue remains reproducible on Update 9 Final.

Could 3CX confirm:

- Whether inconsistent transfer announcements remain a known issue in Update 9 Final
- Whether immediately resolved address-book transfers can bypass the announcement action
- Whether this is addressed in any Update 10 build
- Which AI service logs should be captured for one clean, reproducible call

We can reproduce the silent direct-transfer behaviour consistently.

 

[KyriacosS_3CX]

Hello,

U10 brings quite a bit of improvement in this aspect, the AI will announce transfers consistently. U9 is in our test will skip it at times, but not, in our experience to the degree you are describing - without doubting you. I would say, as before, hold on for the new release once more.