Voicemail Transcription Stopped working suddenly but OpenAI shows API usage

[jroozee]

Out of the blue, voicemail transcription stopped working. We're using OpenAI for transcription.
The interesting thing is, I can confirm the OpenAI API is being called because I see the API requests in the OpenAI dashboard for usage for the API key I created for 3CX. So I know 3CX is sending the voicemail to be transcribed, but when the voicemails come through email as an attachment, the transcription is no longer present.

This started happeing about 2 weeks ago. I am on the most up to date version of 3CX Version 20.0 Update 4 (Build 487 Release) - and I've already tried rebooting 3CX.

Any ideas?

 

[NicholasP_3CX]

How long is the voicemail? Short voicemails of a few seconds will not be transcribed.

 

[jroozee]

Yes, the voicemails are plenty long.
One was 11 seconds, another one 31 seconds, etc.
And the OpenAI API Key usage that 3CX is using seems to match the length of the voicemails (actually its a little higher). So it's clear that 3CX is sending the voicemail to be transscribed and OpenAI is transcribing it. The emails just don't contain the transcription.

 

[NicholasP_3CX]

Ok cool!

Check your department settings as we introduced new transcription settings in the departments



In addition to this, we also have different setting possible at a Queue or Ring Group level, as well as an individual user level.



This is for the users



Options available



Another question, are you transcribing recordings? Do you see the transcription in the reports and the sentiment score and summary?

 

[jroozee]

1. Confirmed, both depatments are set to Transcribe "Voicemails Only".
2. All ringgroups are set to "Use department settings"
3. We don't use queues
4. All users are set to "Use department settings"
5. No, we are not transcribing recordings in 3CX. We are instead using Remote Stroage / Data Archiving to upload Recordings ONLY (not voicemails, faxes or chat files) to a SFTP server to export those in to our CRM where they are then transcribed in a different system (not OpenAI).

But again, the voicemails do seem to be getting transcribed because I see API usage on OpenAI for the 3CX specific API key. So I would think those settings are not the problem and that the problem is happening AFTER the voicemail is transcribed intenrally by 3CX, something may be bugging out and not appending the transcription to the mail that is sent.

 

[jroozee]

Does anyone have any ideas?