---
title: Use PBX transcription
excerpt: Create 3CX API credentials, enter them in CX-Engine, and choose which extensions use transcripts generated by your PBX.
order: 4
---

## 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](https://www.3cx.com/docs/configuration-rest-api/).
- 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**.

> [!NOTE]
> 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.

> [!WARNING]
> 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:

| CX-Engine field | Value from 3CX |
|---|---|
| **xAPI Client ID** | The Client ID |
| **xAPI Client Secret** | The API key |

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](/en/docs/insights-ai/introduction#two-ways-to-get-transcriptions).

## Troubleshooting

| Problem | What to check |
|---|---|
| The 3CX API returns a 403 error | The API application needs the **System Owner** role: no other role gives access to recordings. |
| CX-Engine reports missing xAPI credentials | Both xAPI fields must be filled in on the host used by the call. |
| The recording cannot be transcribed | Check that an AI provider is configured on your 3CX. |