V20 Update 8 Preview Webinar Recording

[MonikaR_3CX]

A closer look at what’s new in U8.​

The 3CX team has been working hard on Version 20 Update 8 throughout 2025. Now with the final release just around the corner, we’re sharing an early look at what’s coming. The V20 Update 8 preview webinar - with a strong focus on AI - is now available on YouTube, covering key new feature...

Continue reading the Original Blog Post.

 

[rlg]

Really interesting presentation, AI agents possibilites give really nice possible improvements ! Good potential !

One or 2 questions to @nikolascx if I may.

Regarding transcriptions, we can use 3CX Cloud up to 16SC 60k minutes /year.
We must then use local transcription thanks to a GPU-based component. Perfect.
Will this local / shared among various customers component need a specific licence (in addition to the ENT/AI licence on 3CX servers themselves), or will it run freely ?

Regarding its performances, you talk about 3 simultaneous calls at the same time (with a RTX 5090).
May be higher with DGX Spark you talk about here.
But then, are calls transcribed at 1:1 speed ? Or is it faster ?

Finally, regarding AI agents.
You use OpenAI in the presentation, using GPT realtime for talking, and other models for reasoning.
Can't we use, or is it perhaps planned, to use the local GPU-based component to compute these tasks ?

Thank you for your precisions !

 

[Raumpatrouille]

I agree with @rlg and have the same questions.
I would also like to revisit the topic of call queue recording (for transcription purposes).
The transcription of calls (and now even video calls) is becoming increasingly important for companies.
So it's strange that 3CX hasn't implemented this for call queues yet, at least not in a privacy-friendly way.
Currently, you can't make automatic recordings in a call queue without recording all/all external calls made by an agent extension.
See this feature request here.

I appreciate your vote for this topic

Thanks to 3CX for the significant further development!

 

[N_G]

Thank you for your feedback. No additional license is needed if you do your own transcription. Customer just needs Enterprise and you need GPU machine. You can then charge what you want but of course your machine will be busy, I.e. you need processing power. We are optimizing transcription to be much faster especially for English. Its not 1 on 1 - transcription is much faster now and you can of course handle several at the same time. We are optimizing this process for our own cloud services and we pass all the enhancements into the transcription service that is available to you. Expected big improvements over the next months but also GPU processing power is constantly improving. We don't have a lot of data yet.

@Raumpatrouille Queue calls are also transcribed, Im not sure why you say that. If you are saying it to get attention for your feature requests, then please don't do that.

 

[FalkoBoehm]

Thank you for your feedback. No additional license is needed if you do your own transcription. Customer just needs Enterprise and you need GPU machine. You can then charge what you want but of course your machine will be busy, I.e. you need processing power. We are optimizing transcription to be much faster especially for English. Its not 1 on 1 - transcription is much faster now and you can of course handle several at the same time. We are optimizing this process for our own cloud services and we pass all the enhancements into the transcription service that is available to you. Expected big improvements over the next months but also GPU processing power is constantly improving. We don't have a lot of data yet.

@Raumpatrouille Queue calls are also transcribed, Im not sure why you say that. If you are saying it to get attention for your feature requests, then please don't do that.

Hi Nick, I have to agree with @Raumpatrouille on that one.

Although it is possible to make call recordings and transcriptions, the settings required for this on the agent's extension are not well designed.

Currently, if you activate call recording in the queue under "Advanced" and select the option "Allow callers to opt-out of being recorded," no calls are recorded. To do this, you have to set all calls to be recorded for all agents assigned to this queue in the user's "Options" menu. This in turn means that not only are queue calls recorded, but all calls that end up with the agent.

What is strange is that if you select the option "Ask callers to be recorded (opt-in)" in the queue, agents do not need the option to record all calls by default.

 

[Raumpatrouille]

Hello Nick,
hello FalkoBoehm,

thank you for your feedback.
The feature request isn't mine, but I mention it because it describes a feature that could be used more and more now that you've made it easy for customers to use transcripts.

Of course, queue calls can also be recorded and transcribed, but only if the caller takes action (opt-in by dialing 3) or if all / all external calls to the target extension are recorded (opt-out by dialing 3).

It would be nice if there were a reverse version of the opt-in method that didn't require recording all / all external calls.

 

[rlg]

@N_G thank you for your various answers !

Finally, regarding AI agents.
You use OpenAI in the presentation, using GPT realtime for talking, and other models for reasoning.
Can't we use, or is it perhaps planned, to use the local GPU-based component to compute these tasks ?

Any thoughts regarding this one ?
@nikolascx perhaps ?
Thank you again !