3CX does not connect to Four/Four directly. Your 3CX recordings are uploaded to an SFTP server, and Four/Four logs in to that server, reads the recordings, transcribes them and extracts insights. Four/Four only reads from the server; it never changes or deletes your files.
Requirements
3CX recordings uploaded to an SFTP server that is reachable from the public internet. Contact 3CX for information on setting this up.
The server's host, port, username and password, and the folder (base path) holding the recordings.
Your 3CX system's timezone and country code.
Connect
Go to Settings > Connections.
Under Call recording, find 3CX and select Connect. The Connecting 3CX window opens.
Complete the fields below and select Connect.
Field | Value |
Host | Address of the SFTP server. |
Port | Usually 22. |
Username / Password | The SFTP login. |
Base path | Folder containing the recordings, for example /recordings. Subfolders are included. |
3CX system timezone | The timezone 3CX uses when naming recordings. File names carry the start time without a timezone, so a wrong value shifts call times. |
3CX system country code | Used to turn phone numbers not in international format into full numbers, so callers can be matched to CRM contacts. |
Four/Four tests the connection when you select Connect. If it cannot connect you see "Unable to connect to the 3CX SFTP server with the provided details." and nothing is saved. If the host is not publicly reachable you see "Please enter a valid, publicly reachable host."
What is imported
Four/Four checks the server once an hour, searching the base path and its subfolders for .wav files named [Caller Name]_Extension-Number_YYYYMMDDHHMMSS(ID).wav. Other files are ignored, as are recordings that finished less than five minutes ago (picked up on a later check) and files that cannot be read.
For each recording Four/Four reads the caller name, number dialled and start time from the file name, adds the 3CX user as an internal participant and the other party as a contact, and transcribes the audio itself, separating speakers.
Troubleshooting
Not connected: no SFTP details are saved.
Syncing...: the first import is running.
Authentication failed: Four/Four can no longer log in, for example because the password changed or the server is offline. Select Disconnect, then Connect with current details.
Recordings missing: check the base path, that files are .wav with the standard 3CX name and more than five minutes old, and that the timezone is correct.
Disconnecting removes the saved details. Calls already imported stay in Four/Four.
Permissions
Connecting or disconnecting 3CX needs the Manage connections permission, which admins usually have. Without it you cannot connect or disconnect 3CX.