For 3CX users, AI features such as call transcription and automatic summaries have become an essential part of daily operations. With V20 Update 10, 3CX introduces a new-generation AI Server that is much easier to install, simpler to connect to the PBX, and supports additional hardware, including Apple Silicon Macs. However, there is one thing to prepare before updating: the previous version of the AI Server must be reinstalled.
What Has Changed in the New AI Server?
The biggest change is the connection model. In the previous generation, the AI Server waited to be contacted by the PBX. Now, the AI Server acts as a client that contacts the PBX directly. This updated architecture removes several configuration requirements, making the AI Server easier to install and manage. With this model, you no longer need:
- A public domain address (FQDN)
- A separate SSL certificate
- Firewall configuration for inbound connections
Hardware support has also been expanded. Besides Linux Debian with an NVIDIA GPU, the AI Server can now run on Apple Silicon-based Macs, such as the Mac mini. The recommended specifications are as follows:
- Apple Silicon Mac: at least 24 GB of unified memory.
- Debian with NVIDIA: at least 16 GB of RAM and a GPU with 24 GB of VRAM.
The installation process now starts from the Admin Console. In addition, one AI Server can serve multiple PBXs, and one PBX can use multiple AI Servers, making the system easier to scale as workloads grow.
Why Is Reinstallation Necessary?
The architecture of the new-generation AI Server has been completely redesigned rather than being a simple upgrade of the previous version. Because the underlying components and the way it works are different, the old software cannot simply be overwritten through a regular update. The new version must be installed cleanly and then reconnected to the PBX as a new connection.
Note that this requirement applies only to the AI Server. The 3CX PBX is still updated to Update 10 as usual. However, without proper preparation, call recordings made during the transition period risk not being transcribed.
Safe Steps to Keep Transcription Running
- Prepare a temporary cloud provider.
Before deactivating the old AI Server, configure a backup provider such as OpenAI, Google, or Grok. Make sure the credentials, billing, and capacity are adequate. Select this provider via Admin > Integrations > Transcription, then make one recorded test call and confirm that the transcript and analysis appear. - Choose the right time.
Perform the switchover when call activity is low, and let any transcription jobs still in the queue finish first. Also make sure recording and transcription remain active for the relevant departments, users, queues, and ring groups. - Secure the original recordings.
Check the PBX backup and note the time the upgrade process begins. - Install the new AI Server.
If you want to reuse an existing NVIDIA machine, unlink the old AI Server, uninstall its software, and then perform a fresh installation. It is strongly recommended to first do a clean reinstall of the Debian operating system so that no old configuration is left behind. During the preparation process, keep the temporary cloud provider active. - Switch back and test.
Once the new AI Server is ready, switch transcription back to it, then make a test call. If the test fails, go back to using the temporary cloud provider while you investigate the cause.
Check for Possibly Missed Recordings
Note the times of both switchovers, namely to the cloud provider and back to the new AI Server, then review the recordings list within that time range. For recordings that do not yet have a transcript, click Transcribe and make sure the process completes. This step may need to be done one by one. If the button is unavailable or the process fails, check the system logs or contact the support team, and do not assume that the process will run on its own.
Once all recordings have been verified, disable the previous AI settings if they are still running. Also remove any certificates and firewall rules that are no longer used, after making sure no other services depend on them.
Conclusion
The new-generation 3CX AI Server makes deploying AI on a phone system simpler: no public domain, no separate certificate, and support for a wider range of hardware. The key to a successful transition lies in preparation. With a temporary cloud provider, the right schedule, and a check of recordings after the switchover, the move to Update 10 can go smoothly without any customer conversations being missed.
Want to learn more about 3CX and its AI features? The SolusiPBX team is ready to help you prepare for your transition.
