Use PBX transcription

#Overview

With PBX transcription, CX-Engine retrieves call transcripts generated by your 3CX phone system through its Configuration API (xAPI), then runs its AI analysis on them. CX-Engine needs API credentials for your PBX to do this.

#Requirements

• A 3CX V20 phone system. PBX transcription is not available for other PBX systems.
• A 3CX licence that includes the Configuration API. Check the current requirements in the 3CX documentation.
• An AI provider configured on your 3CX, so that it can transcribe recordings.
• An active Insights AI Lite subscription, with one seat per extension.

#Create the Credentials in 3CX

1. In the 3CX Admin Console, go to Integrations > API and click Add.
2. Enter a Client ID and keep note of it. 3CX also uses this value as an extension number (DN), so choose one that is not already in use.
3. Check 3CX Configuration API Access.
4. Select the Department of the extensions you want to analyse, and the System Owner role.
5. Save the application, then copy the API key.

The 3CX API only gives access to recordings with the System Owner role. With any other role, even one that can see recordings in the 3CX console, CX-Engine gets a 403 error:

Role	Access to recordings through the API
User, Receptionist, Supervisor	✗
Department Administrator, Manager, Owner	✗
System Admin	✗
System Owner	✓

CX-Engine only reads recordings and asks 3CX to transcribe them. It never changes your 3CX configuration.

3CX displays the API key only once. Copy it before leaving the page. If you lose it, you will need to generate a new one.

#Enter the Credentials in CX-Engine

1. In CX-Engine, open the Hosts menu, then open your PBX and click Edit.
2. In the Authentication section, fill in the following fields:

3. Save the host.

The Hosts menu is only available to administrator accounts. If you don't see it, ask your CX-Engine administrator or reseller to enter the credentials.

#Choose the Extensions

1. Go to CRM Connector > Settings and check that Enable Insights AI is on.
2. Add the extensions to Extensions enabled for Insights, transcribed via PBX.
3. Save the settings.

An extension uses PBX transcription only if it is in this list. Extensions in the CX-Engine list keep using CX-Engine transcription.

#Troubleshooting