Configuring 3CX AI Transcription

Introduction

3CX AI Transcription allows you to convert voicemails and phone calls into text which can also be processed into summaries. The introduction of stereo mode brings in accurate speaker diarization and timings; the AI can identify exactly who said what by analyzing the separate audio channels for caller and callee.

This guide explains how to configure the 3CX AI Transcription for Departments, Users, Queues and Ring Groups.

License Requirements

For Voicemail Transcription:

  • Requires a 3CX AI Edition license, where voicemail transcription using 3CX AI is free.

Enable 3CX AI

  1. Go to Admin Console > Integrations > Transcription
  2. Select ‘3CX Transcription Service (Cloud)’
  3. Choose a language, or select "Auto Detected" from the list
  4. Enable ‘Stereo Mode’ if desired; Stereo Mode is recommended to provide higher accuracy and diarization
  5. …and click Save.

Once 3CX AI is enabled, you can configure transcription settings for specific departments, users, queues and ring groups. See how this is done below.

Configure Transcription

Firewall Settings

Your firewall settings must allow incoming (TCP) transcription traffic from source wmr-in.3cx.net (IP Address 34.40.92.110) to port 443 (or whatever alternative port you may be using for HTTPS).

For Departments

  1. Navigate to Admin Console > Departments.
  2. Select the relevant Department.
  3. Open the Options menu.
  4. Under Transcription Options, choose what to transcribe.

For Users

Transcription Settings for Users in 3CX

  1. Navigate to Admin Console > Users.
  2. Select the relevant User.
  3. Open the Options menu.
  4. Under Transcription Options, choose what to transcribe for this user.

For Call Handling

Transcription Settings for Call Handling in 3CX

  1. Navigate to Admin Console > Call Handling.
  2. Select the relevant Queue or Ring Group.
  3. Open the Options menu.
  4. Under Transcription Options, choose what to transcribe for this Queue or Ring Group.

Accessing Transcription Reports

All transcribed information can be viewed from Admin Console > Recordings or from Admin Console > Reports. If email notifications are enabled in a user's settings, the user will also receive a transcript via email for each recorded call.

Viewing Transcriptions in 3CX Apps

Transcription snippets for Voicemail & Recordings are also available directly within the 3CX Apps:

  • Windows Softphone: Voicemails and recordings display transcription snippets in the call list. Click the transcription icon to view the full text.
  • iOS App: With transcription enabled, snippets for voicemails and recordings appear directly in your call list. Tap the transcription icon to see the full text.
  • Android App: Voicemails and recordings include short transcription previews in the call list. Tap the transcription icon to open the complete transcription.

See also

Last Updated

This document was last updated on 10 September 2026

https://www.3cx.com/docs/ai-transcription/