Transcription Only Working on some Recordings – Manual Re‑Transcribe Required

[ARR]

Hi all,

We’re experiencing inconsistent behaviour with AI call transcription and summarisation on call recordings and are hoping someone can shed some light on what might be causing this.

What we’re seeing:

• Roughly 40% of call recordings are successfully transcribed and summarised as expected.
• The remaining recordings only show the playback link, with no transcript or summary generated.
• There doesn’t appear to be a clear pattern (call length, direction, internal vs external, etc.).

Manual workaround:

• From within the 3CX Admin Console, we can select these recordings and manually force transcription, which works.
• However, this defeats the purpose of automation — these should ideally auto‑transcribe immediately after the call ends and be included in the email notification.

Expected behaviour:

• All eligible call recordings should:
  • Automatically transcribe and summarise
  • Be included in the call confirmation email sent to the user at the end of each call
• We shouldn’t need to manually trigger transcription for individual recordings.

Additional info:

• Enterprise+ 16sc 20.0.8.1109
• AI transcription is enabled and working (partially).
• No obvious errors are visible from the user side.
• I’ve attached a screenshot showing the mixed results (some calls with transcripts, others without) to illustrate the issue.

Has anyone encountered this before?Are there known limitations, background processing delays, licensing constraints, or configuration settings that could explain why only some recordings are processed automatically?

Any guidance or troubleshooting suggestions would be appreciated.

Thanks in advance!

 

[jack01]

*Bump*. I am having the same problem.

 

[artooro]

For me if I go to the Recordings page, select a few and click Transcribe, nothing happens at all, waited a fair amount of time.
How are Call Summaries and Sentiment supposed to work in Enterprise with 3CX having removed call transcription?

 

[Charles_3CX]

For me if I go to the Recordings page, select a few and click Transcribe, nothing happens at all, waited a fair amount of time.
How are Call Summaries and Sentiment supposed to work in Enterprise with 3CX having removed call transcription?

Call recording transcriptions with an Enterprise AI subscription require either an on-premises 3CX transcription server or OpenAI or Google transcription services. https://www.3cx.com/ordering/pricing/features/

 

[artooro]

Call recording transcriptions with an Enterprise AI subscription require either an on-premises 3CX transcription server or OpenAI or Google transcription services. https://www.3cx.com/ordering/pricing/features/

OK thanks for clarifying that point, that it's only the hosted 3CX server not available on Enterprise. In the past summaries and sentiment were only an option with OpenAI, does it work with Google now as well? We have a billing account with Google Cloud, so that would be an easier and preferred route to go over OpenAI.

 

[Charles_3CX]

The Enterprise + subscription is available with 3CX hosted, and with this subscription, you can also use the 3CX cloud.

Google Transcription has always been an option since its introduction, as has OpenAI.

 

[ARR]

The Enterprise + subscription is available with 3CX hosted, and with this subscription, you can also use the 3CX cloud.

Google Transcription has always been an option since its introduction, as has OpenAI.

Hi Charles,

Thanks for the reply.
Do you have a solution or explanation related to the original question in this thread regarding why some call recordings are not automatically transcribing?

We’ve already reduced the minimum call recording duration to 1, and all affected calls are well over the minimum required length. Despite this, transcription is still inconsistent, and I’m unable to identify any pattern or common factor that explains why some recordings do not transcribe automatically.

 

[KyriacosS_3CX]

Hi,

We are missing a lot of important info here. How is transcription set up, actual call durations, extension settings, any messages in logs. Please provide additional info - or open a ticket if you would like the support team to troubleshoot directly.

 

[ARR]

this is now resolved, thanks to 3cx support team. Had to ensure all call queues had the same transcription setting, or in our case ensured the department for each queue had the same transcription setting, not just the extension.