Call Recording with Hot Desk users

[JasonTL]

We have recently converted some ACD agents/queues to Hot Desking and noticed our call recording is not working. The only changes made were moving from a 53xx series phone to a 69xx series phone and started using hot desking. Anyone have any issues like this?

[sarond]

Are you Mitel Call Recording? or another brand, also do you know if you are using an SRC.

[JasonTL]

Yes we are using SRC and we are using Mitel call recording or I think it used to be Oaisys?

[Magpye]

Is it extension side SRC recording?
If so the handsets need to be set up as internal teleworkers pointed to the MAS/MBG you use for the SRC sudio capture.
Then the call recorder ports are either set to monitor extension number or MAC address.

[JasonTL]

Yes extension recording. We have all other users working correctly by extension and the SRC port assigned to them. Only the Host Desking is not working. The hot desk phones are internal on our LAN as well. I was unsure if they are assigned by extension or hot desk agent ID? I was not aware you could assign the port by MAC address instead of extension so I will try to look into that. Thank you.

[VinceWhirlwind]

You don't need to do anything by MAC address.
 
add the extension in the /Server/Lists.../Lists/Extension Lists (The Agent ID should be the extension)
add the user to /Users.../Users including their Extension number
add the extension to /Server/Recording Manager/Ports in any available port
 
I think there is a CoS on the 3300 you need your user to be in as well.

[Magpye]

The MAC address set up is for the 250 using SMDR, not the 3000.
Ignore that.... 

[JasonTL]

@vincewhirlwind - I have double checked all the settings you have listed and it still doesn't seem to want to record the hot desk users.

[sarond]

Do they have the same agent id/extension?
Are they using the same COS?
Do you see them connected in the SRC/MBG?
Do you have other phones recording still that weren't converted?

[doncarlyon]

Are your new devices (69xx) showing as devices on the SRC?

[JasonTL]

@sarond - The extension is 521 and the hot desk agent ID is 5*21. Yes they have the same COS with hot desk enabled. They do show in the SRC just the status never changes from IDLE. Yes, all the 53xx series phones are working normally, just the new 69xx phones which are all hot desk users. I did try a 69xx phone with a non hot desk user and it worked, so I think it may be hanging up within the hot desk users ID's being different than the extension itself?

@doncarlyon yes they appear in the SRC but never change status from IDLE during a call.

[sarond]

Have you added the hotdesk id to the Call Recorder i.e. Oaisys.

[VinceWhirlwind]

@sarond - The extension is 521 and the hot desk agent ID is 5*21.

How does that work?
 
Your non-hotdesk agents don't have an agent ID different to their extension, do they?

[ZuluAlpha]

This is kind of a sub question but may be related - why change it up with the 6900's and hotdesk with those, but not the 5300's?

[Magpye]

The Agent list in call recording doesn't work with Mitel, you'd need delete them from there and add them as an extension I beleive.
We have an issue where calls weren't recorded when they existed as an agent ID on the call recorder.