Enabling Transcription in 3CX

Introduction

Once you have a transcription service configured, Cloud or On-Prem, you need to enable it for your chosen Departments and Users and Call Handling destinations.

Configure Transcription

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

  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

  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 10 September 2026

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