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eric-ny1374 asked ·

Call recording problems -- calls not taping

We have been using RC for more than a year, with about a dozen desk phones in one office, and other remote employees using the softphone or app on a cellphone. In the last month we've had 4 calls not record -- 3 on desktop phones and 1 on a softphone call. This is after a year with almost no calls lost.

All 4 calls are shown in the call log with the proper duration (30-60 mins), but no tape. The softphone call (just today) taped the first 20 secs then stopped taping, although the call was logged at 53 mins. The person who used the softphone says the "record" button was on the whole time. The deskphone users say they pressed *9 as always (we are on-demand) but the call didn't tape.

This is very frustrating, especially on the desk phones, since there is no way to tell from the phone itself to verify taping is in progress (other than to go onto the RC site and refresh, which is cumbersome). We're told by RC that you MUST press *9 at the end of a call to guarantee recording. We rarely do this and 99% of our calls tape fine, so I don't think that's the issue. But will do so going forward.

Anyone else have problems with taping? Especially on desk phones? We use RC's Polycom IP 335 HD phones. The digital display has nothing that will indicate taping in progress. We reboot the phones and the IP connection (Verizon FIOS) regularly. 

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mike answered ·
Hi Eric,  There are no know issues with regard to calls not recording. However, if you are able to document times, dates, & phone numbers, please open a support case so this can be investigated. 


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