V20 Update 10 gives Admins more choice when configuring 3CX AI Agents, with support for both OpenAI and xAI Grok as Realtime API providers.

Choose the provider you want to use for live AI calls and configure the corresponding realtime and text models. Each provider uses its own API credentials and pricing, giving Admins more flexibility over their AI setup.

Only one Realtime API provider can be active on the PBX at a time. Read on to see how the two options work and what to check before switching provider.

You can find the option to switch between OpenAI and xAI under the Admin > Integrations > AI > Realtime API button.

With OpenAI selected, Admins can choose separate models for realtime calls and text-based interactions.

Realtime models handle the live conversation, including listening, reasoning and responding during the call. Text models are used for text-based AI interactions such as 3CX Chat.

Current options include realtime models such as gpt-realtime-2.1 and gpt-realtime-2, together with text models including gpt-5.6-sol and gpt-5.6-terra.

OpenAI requires an API key. See Configuring OpenAI for 3CX AI Agents for the full setup.

With xAI selected, grok-voice-think-fast-2.0 is available for realtime voice, while grok-4.6 and grok-4.5 can be used for text. xAI requires the following:

• API Key for access to the AI models
• Management API Key for Knowledge Sources

See Configuring xAI Grok for 3CX AI Agents for setup instructions. Model availability can change as providers update or retire models, so use the models recommended for your installed 3CX version. This is also how the existing U10 material positions provider selection.

Switching between AI providers is considered to be a major system change. It comes with a warning dialogue as it affects the workings of existing AI agents and requires reconfiguring certain agent settings again for all agents.

When switching provider:

• Existing Knowledge Source assignments are removed and must be configured again for the new provider.
• AI Agent voice settings return to the default for the selected provider and may need to be adjusted.
• Admins should review each AI Agent after the switch before putting it back into use.

This is particularly important for Agents that already rely on provider-hosted Knowledge Sources or a specific voice configuration.

Once the new provider is configured, review the affected AI Agents, select the appropriate Knowledge Sources and voice and test the Agent before using it for live customer calls.

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Content applies to Version: From V20 U10 - Edition: AI - Deployment: HostedBy3CX, OnPremises, SelfHosted