Voicemail transcriptions not working

[SMS_Andy]

Hey guys,

We're unable to get transcriptions for voicemails to work, when emailed the transcriptions header is in the email with no content.

We have recently upgraded to the Enterprise license having previously had it with transcriptions working in the past. I've set up a new API and confirmed billing is attached and set up in the Google account. I'm not seeing any traffic in the Google portal that the APi is being triggered at all.

Our 3CX is azure hosted with ipv6 disabled. I'm a bit unsure where to start troubleshooting and where to look for any kind of logs related to the transcription, if anyone has any thoughts it would be much appreciated.

 

[VasilisV_3CX]

Hi @SMS_Andy,

If you log in to your Google account, have you enabled any Application Restrictions e.g IP and if so, is it still pointing towards the correct IP?

 

[SMS_Andy]

@VasilisV_3CX I did initially following the setup guide that 3CX provides, and I also removed the IP entirely and there was no change with no restrictions enabled as well.

 

[NickD_3CX]

Hi @SMS_Andy ,
Do me a favor, could you try scrapping the API key you have made, and try the process from scratch as per the guide?
https://www.3cx.com/docs/voicemail-transcription/

Let us know how it goes.

 

[SMS_Andy]

Hi @SMS_Andy ,
Do me a favor, could you try scrapping the API key you have made, and try the process from scratch as per the guide?
https://www.3cx.com/docs/voicemail-transcription/

Let us know how it goes.

We have done that and created a new API with the instructions but we're getting the same results unfortunately.

 

[NickD_3CX]

Then the next best thing would be to enable Verbose logging from the Management Console --> Dashboard --> Activity Log --> Settings. Then leave another VMail and say a few words and make sure that you are not using speakerphone or be in a noisy environment.

Now check the 3cxSystemService.log file. You can get this either by generating the SupportInfo files, or by going to the Linux path /var/lib/3cxpbx/Instance1/Data/Logs/ .

In this file, search for "Transcribe recognized speech to:", this will either be followed by the text that was recognized, or be blank if something went amiss.
If something went amiss, on the line right above, there is usually a clue, example here, my API key was wrong:



Also one more thought, In the Management Console, under Settings --> Voicemail, in the transcription area make sure you have selected the right language and locale. I can't speak for other languages, but if I select English (UK) and an Australian colleague of mine leaves a VMail, it's either inaccurate or not recognized at all (accents play a very big role!).