USB Recording Conference Calls with VVX 500

[thrtnastrx]

I am able to record calls to USB during a two-party call, however as soon as I add a third party in a conference or via join, the record option no longer appears.  Is there a setting to allow recording of conference calls?  I'm on 5.8.x.x

[SteffenBaierUK]

Hello @thrtnastrx,

welcome back to the Polycom Community.

Both the community's Must Read First and the community's FAQ reference the basic minimum information a new or follow up post should contain.

This ensures the questions having to be asked are limited and any new or follow up post contains the right amount of details to ensure any voluntary participant within the community does not spend additional time chasing basic information.

As a reminder the basic information asked for:

• Provide the exact Software Version of your Phone
• Provide the Phone Model
• Provide the Call Platform (aka openSIP, Skype for Business, Lync)
• If applicable provide a backup of the phone in question

UC Software 4.0.0 or later via the Web Interface Utilities > Phone Backup & Restore > Phone Backup > Phone Backup

• If possible provide a Log and either attach them or use the Code Tag.Consult the Troubleshooting Section found within the FAQ if applicable
• If possible provide the MAC Address or Serial of the device
• Provide details if the issue is a day 1 issue or only happened after an upgrade or any other relevant details

Whilst providing these details may not directly impact any possible answer the community can provide, it does enable Polycom to have an overview of the current software used. In addition other details allow us to look up a potential support partners if an issue needs to come into support. It also enables us to verify the entitlement for using features.

Stating the above I just briefly tested this using a VVX600 running UC Software 5.8.1 and I could record a single call or a conferenced call.

Please provide the steps you tested.

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services

[thrtnastrx]

I am using the Polycom VVX 500 UC Software Version 5.8.0.12848 with Skype for Business online.

My method of testing was:

Two-party call -
1. Dial 11-digit phone number, wait for call to answer
2. Press softkeys More>Record>Start
This successfully recorded to the USB drive.

Three-party call:
1. Dial 11-digit phone number, wait for call to answer
2. Press More>Conference
3. Dial 11-digit phone number, wait for call to join conference
3. Press More but do not see any option to record

[SteffenBaierUK · Accepted solution]

Hello @thrtnastrx,

Thanks for clarifying that this is only happening with Skype for Business and a MeetNow scenario.

Whilst our deployment and admin guide does not specifically mention that we are unable to record in a MeetNow scenario starting the recording in a P2P call and then escalating into a meeting records all participants.

If this is an issue for you please open a case and get this into Polycom support. Ensure you quote 1-10565345546 / EN-108121

In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you.

End Customers are unable to open a ticket directly with Polycom support.

If this is some sort of an Internet discounter providing your MAC address or your Polycom devices serial will enable us to look up who would be able to support you. This may not be who you purchased the Polycom device from.

If the unit is no longer within warranty please be prepared to Pay Per Incident / PPI. This is all outlined in detail here

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services

[SteffenBaierUK]

Hello @thrtnastrx,

this issue was fixed and will be in the next UC Software 5.7.4 which is planned for a release of 30.11.2018

Future versions will also include this fix.

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services