Issues with Workforce Call Recording on 8811 IP Phone over VPN

Hey everyone,

Hope you all are staying safe and keeping busy during the epidemic.

I am currently attempting to troubleshoot an issue with some Cisco 8811 IP Phones not recording their calls.

Currently all of our users are working remotely and the vast majority of them are using Cisco 7841 IP Phones registered over Cisco Expressway, and those phones have no issues when it comes to recording their calls.

We have three remote users that are using Cisco 8811 IP Phones connected via the built in VPN client on the phone to a Cisco ASA. I have verified that the call recording server as well as the other collab servers are able to connect to the 8811 phones over the VPN, so network reachability is not an issue here.

The 7841 and 8811 are setup identically on the CUCM with the exception of the additional VPN configuration for the phones. Otherwise everything else is setup exactly the same for the users and phones on all the other servers.

We do not have an IM&P service deployed if that matters at all.

As far as I can tell, none of the 8811 phones have successfully been recording the agents calls on the recorded line.

I do have a ticket open with TAC for assistance and have begun providing them with information, also I do plan switching these users over to Cisco 7841 IP Phones in the near future, but I’d like to see if I can get this issue resolved quickly as recording these agents calls is very important.

Thank you