Solved Transcription in V20 for on-prem PBX

[SSCI]

Hello,
Hoping to get some help here.

We have deployed PBX v20 on-premises with 64SC ENT and are having issues with 3CX Transcription. Here are the behaviours we noticed.

- Caller leaves the VM on direct extension, 3cx application gets the VM listed under voicemails, and an email is received after 10 mins with only an audio file and no transcription
- Caller leaves the VM onthe Queue voicemail, Voicemail email is delayed for 10 mins with only an audio file and no transcription.
- Transcription is updated on 3cx desktop app after some time under voicemails, but today this is not working.

Somehow, the transcriptions worked for some time on Friday, Jan 16, around 2:56 pm EST and stopped working again.

Thank you.

 

[KyriacosS_3CX]

Hello,

Firstly, is your Firewall check passed and showing green?

If you request a transcription manually from the recordings panel, does it get done?

Have you tried reloading the services?

Can you provide some info/screenshots of your Transcription config, in Department and User/Queue settings?

If you put system in Verbose logging and monitor logs after a recording or voicemail is left, are there any relevant log lines seen?

 

[SSCI]

Hi Kyriacos,

Thanks for the response. I believe the transcription issue has been resolved after removing Germany from Geo-location based blocking.
Is it possible to restrict traffic flow to servers within Canada for Transcription? Is any data being stored in 3CX servers after transcription? Please advise.

Thank you

 

[N_G]

You need to setup your own transcription service. The free beta period is coming to an end

 

[SSCI]

You need to setup your own transcription service. The free beta period is coming to an end

Hi Nick,

When is this scheduled to end? According to the feature list, the ENT license includes free transcription.

 

[Charles_3CX]

It may be best to open a support ticket with 3CX Technical Support through your partner portal support page. We can then request the necessary data to investigate your issue, please.

 

[CentrexJ]

Hi Nick,

When is this scheduled to end? According to the feature list, the ENT license includes free transcription.

View attachment 50702

3CX Cloud Voicemail transcription isn't ending. Recording transcription is ending which was only on free trial never was supposed to be free.

 

[VoIPTools]

You may also want to take a look at our 3CX Recording Manager and 3CX Voicemail Manager tools. We offer a "Ask AI Anything" feature. This feature makes it simple to automatically ask questions about the voicemail, or in the case of a recording, how an agent handled a call, give them a score, or offer coaching suggestions. Further, measuring employee performance (charts) over time based on the issues you care about is important. We also send a "scorecard" email to the employee within seconds, not minutes, for near immediate feedback.

One other under-recognized feature we provide is that we convert the .wav files to .mp3 before sending the recording to OpenAI (and others). That results in a 75% reduction in bandwidth requirements and increases the transfer speed by the same amount, which results in faster (identical) results from AI. You will love these tools.

 

[SSCI]

Quick update: The issue is now resolved. The geo-location-based firewall rule was blocking the traffic to the transcription server.

 

[Charles_3CX]

Quick update: The issue is now resolved. The geo-location-based firewall rule was blocking the traffic to the transcription server.

That's good to hear that you resolved this.