Solved Problem with transcription

[Flavien]

Hello,


We are using 3CX V20 Update 9 (Build 995, AI Edition 16AS, hosted by 3CX) and are experiencing an issue with call recording transcription.


Our configuration:

• Transcription provider: 3CX Transcription Service (Cloud)
• Language: French
• Extension / department / queue settings: "Voicemail & Recordings"
• Call recording: enabled, all calls

Voicemail transcription works perfectly.


However, call recording transcription produces nothing, no transcript, no error, no event in the logs. When I click "Transcribe" on a recording nothing happens.


Via the event log, I have no log related to transcription.


Is this normal or is there a way to fix this? Is it mandatory to use a third-party provider (Grok, OpenAI, Google)?


Thank you in advance for your feedback

 

[Charles_3CX]

Hi,

Please note that the 3CX Transcription Cloud service is not included with the 3CX AI Subscription. Additionally, the older ENT+ licensing model, where transcription was available as a feature, is no longer offered.

You can therefore choose to use an alternative transcription provider, such as:

• Google
• OpenAI
• Grok (available from Update 9)

Alternatively, you may install and use the 3CX Self-Hosted Transcription Server if you prefer to keep transcription services on your own infrastructure.

Please let us know if you require any further information regarding the available transcription options.

 

[Flavien]

HI,

Thank you for your feedback and the clarifications.