V20 Update 8 Alpha - The AI Chapter

[nikolascx]

Is anybody else having an issue where after adding the Open AI integration for the AI Receptionist and creating the extension for the agent the routing destinations don't save?

Can you make me a video?
but before, clear you browser cache and start new.. Maybe you have some stale cache...
Routing destinations must save. if they dont, it means that there is a cache issue and the collection with items (the destinations) has a problem.

 

[Shadi Bamalhs (ECOLOR)]

Great update, We tried the new AI Receptionist and also the local transcription engine are really impressive additions

 

[Evolute IT]

Can you make me a video?
but before, clear you browser cache and start new.. Maybe you have some stale cache...
Routing destinations must save. if they dont, it means that there is a cache issue and the collection with items (the destinations) has a problem.

Can you make me a video?
but before, clear you browser cache and start new.. Maybe you have some stale cache...
Routing destinations must save. if they dont, it means that there is a cache issue and the collection with items (the destinations) has a problem.

I can confirm this issue. Even when the "Call by name" isn't checked, the list never saves. Tried multiple devices and all.

 

[nikolascx]

Oh, that would be super!

With "future update" do you mean Update 9, Update 10 and so on, or maybe Update 8 beta?

Should be in a version of 8.

I can confirm this issue. Even when the "Call by name" isn't checked, the list never saves. Tried multiple devices and all.

But try to clear the cache. And check if you are maybe you changed the extension and it is in use? Maybe we are not showing all validation errors.

Retry again - Create an Agent, Add just Name, Last name and department and touch nothing else and save. If it saves, then continue and make one change at a time to understand what change blocks the save.

 

[nikolascx]

Great update, We tried the new AI Receptionist and also the local transcription engine are really impressive additions

Shukran habibi

 

[Ryan_Fisher_Techmode]

Should be in a version of 8.



But try to clear the cache. And check if you are maybe you changed the extension and it is in use? Maybe we are not showing all validation errors.

Retry again - Create an Agent, Add just Name, Last name and department and touch nothing else and save. If it saves, then continue and make one change at a time to understand what change blocks the save.

Nikolas- Thanks for the suggestion. I tried that and it didn't seem to help. All settings seem to save other than routing destinations in the Call Routing tab. I did get support to look at it and they seemed to confirm the issue and let me know they are taking it back to the team. I have tried multiple browsers and multiple systems and cleared cache on all of them.

 

[patrickb_de]

Hi there!
Thanks for all the work on these updates, we've been really excited for the features put out recently, especially the AI features.

I wanted to ask if there are any plans to introduce greater flexibility around the summarization and sentiment analysis prompts used by 3CX or OpenAI for call transcriptions. It would be extremely useful to have the ability to customize these prompts so that we can direct the summarization process toward specific areas of interest, such as customer satisfaction, compliance notes, issue resolution, or sales opportunities. The option to adjust or redefine the sentiment scoring criteria would also allow us to align sentiment detection with our internal performance metrics and evaluation standards.

Additionally, it would be valuable to have the capability to set up different summarization and sentiment configurations at the department level. For example, Sales, Customer Support, and Collections teams often have distinct goals, communication styles, and evaluation criteria. Having custom prompts and sentiment parameters for each department would make the transcription summaries more meaningful and actionable for the respective teams.

I wanted to check whether this type of customization is something that might be included in future development plans or if there are any current options or workarounds available through the API or integration settings.

Thank you for your time!

In the past the prompts was defined in a global property, also the limit of words for the summary.

 

[Marco@]

Yes of course.. Your job is to keep those GPU's humming and busy.

Is there a guide available for connecting multiple 3cx instances to one GPU server?

 

[noord]

Nikolas- Thanks for the suggestion. I tried that and it didn't seem to help. All settings seem to save other than routing destinations in the Call Routing tab. I did get support to look at it and they seemed to confirm the issue and let me know they are taking it back to the team. I have tried multiple browsers and multiple systems and cleared cache on all of them.

I'm seeing this as well.
Just to be clear, this is the screen I'm talking about:

 

[perfect-touch]

Just so I'm, totally clear - as a small company with 23 users currently running 8SC ENT, there is no way to pay for 3CX transcription services other than resorting to OpenAI/Google without upgrading to an unneeded 32SC ENT?

 

[fxbastler]

Just so I'm, totally clear - as a small company with 23 users currently running 8SC ENT, there is no way to pay for 3CX transcription services other than resorting to OpenAI/Google without upgrading to an unneeded 32SC ENT?

I don't know what kind of business you run or what your customer contact is like. But when it comes to relieving people's workload, temporarily keeping people busy with phone calls, or semi-automating phone calls, a 32SC ENT once a year is cheaper than hiring a specialist for a few hours a week (plus downtime, vacation, cover, etc.) who spends unnecessary time on the phone, which can be partially automated with AI. That's the point.
It's a simple cost-benefit analysis.

We and our customers around here already have trouble finding the right specialists for that.

But it's true: if you don't have that kind of business, you might not need it. Otherwise, the 32SC, including training, might cheaper and runs day and night.

 

[N_G]

@TonyLin @NilsHeusch - Thanks for headsup
@bitn2 - Yes absolutely it should be also available in normal installs. Will doublecheck maybe its not obvious but its intention is for both multi tenant and normal installs
@bitn2 + @fxbastler + PBX128 Yes API access to the phonebooks makes sense we will check it out , not sure about update 8 but we move fast with updates!
@KoesioOccitanieTech - Yes you can, so with one GPU server you can serve all you multi tenant customers and include transcription even AI receptionist if you wish!! We plan to make the GPU server available for multiple PBXs as well, so you can run one for multiple PBX under management.

 

[N_G]

Hi there!
Thanks for all the work on these updates, we've been really excited for the features put out recently, especially the AI features.

I wanted to ask if there are any plans to introduce greater flexibility around the summarization and sentiment analysis prompts used by 3CX or OpenAI for call transcriptions. It would be extremely useful to have the ability to customize these prompts so that we can direct the summarization process toward specific areas of interest, such as customer satisfaction, compliance notes, issue resolution, or sales opportunities. The option to adjust or redefine the sentiment scoring criteria would also allow us to align sentiment detection with our internal performance metrics and evaluation standards.

Additionally, it would be valuable to have the capability to set up different summarization and sentiment configurations at the department level. For example, Sales, Customer Support, and Collections teams often have distinct goals, communication styles, and evaluation criteria. Having custom prompts and sentiment parameters for each department would make the transcription summaries more meaningful and actionable for the respective teams.

I wanted to check whether this type of customization is something that might be included in future development plans or if there are any current options or workarounds available through the API or integration settings.

Thank you for your time!

Thanks for the heads-up! yes this makes sense, we are looking into it, even separating transcription from 3CX with post analysis in OpenAI

 

[N_G]

Just so I'm, totally clear - as a small company with 23 users currently running 8SC ENT, there is no way to pay for 3CX transcription services other than resorting to OpenAI/Google without upgrading to an unneeded 32SC ENT?

Yes there is, we will be launching a transcription package which will still be much cheaper than OpenAI. We are thinking $250 for 20K minutes.

 

[Goga]

Can an AI agent be configured to interact with external APIs—specifically, to detect an incoming caller ID, send this callerID to a webhook, receive a response (like a caller's name), and then use that information to personally greet the caller and begin a dialogue?

 

[nikolascx]

Can an AI agent be configured to interact with external APIs—specifically, to detect an incoming caller ID, send this callerID to a webhook, receive a response (like a caller's name), and then use that information to personally greet the caller and begin a dialogue?

Hi thanks for your question.
We already personalize greetings.. But with local calls from local extensions.
Next we will make real-time caller ID lookup from the 3CX Phonebook.
After we will match from CRM.

External API you mean a public directory? So you can potentially find the name in the directory and greet with the name?
Or an API to your CRM or DB for example so you can match the number with an open ticket and give the agent context on how to answer the call?

Give me a 3 sentence user story because external API can mean many things.

 

[nikolascx]

I'm seeing this as well.
Just to be clear, this is the screen I'm talking about:
View attachment 49932

Can you change to an extension? and put description 123? to see. Something in its most simplest form.
Can you try and save a caller behavior option - Change from end call to something else?
Dev tools to see what is happening.

 

[Goga]

Hi thanks for your question.
We already personalize greetings.. But with local calls from local extensions.
Next we will make real-time caller ID lookup from the 3CX Phonebook.
After we will match from CRM.

External API you mean a public directory? So you can potentially find the name in the directory and greet with the name?
Or an API to your CRM or DB for example so you can match the number with an open ticket and give the agent context on how to answer the call?

Give me a 3 sentence user story because external API can mean many things.

Is it possible for an AI receptionist to instantly push the incoming caller ID to a specified webhook upon receiving a call, and then use the real-time data returned by that webhook to determine how it should proceed and speak to the caller?

 

[nikolascx]

Is it possible for an AI receptionist to instantly push the incoming caller ID to a specified webhook upon receiving a call, and then use the real-time data returned by that webhook to determine how it should proceed and speak to the caller?

Something like this:
As a business using the AI Receptionist,
I want the system to automatically send the incoming caller’s phone number (caller ID) to a specified webhook as soon as a call is received,
So that the webhook can return relevant caller data (like name, company, or account info) that the AI Receptionist can use to personalize its greeting and determine how to handle the call.

Currently not possible but definitely in the pipeline. I understand you.

 

[lancerichards]

Few things I have checked with the Alpha

Department Shared Contacts
1. No bulk import from Admin > System > Phonebook to be able to tag it to a specific department.
2. No bulk import from Contacts (only personal contacts can be imported)
3. Under Contact the drop down shows All, Personal, Company but not Department as an option.


For the AI Agent, I was expecting to find that under Call Handling like this... (not as an integration)




The SIP Tester is very good! Well done with that.

Keep up the great work 3CX Team!