Recording stops when hold button used

[nrg]

We use a Samsung OfficeServ phone system. We have our VRS configured with

'Telephony control', and it works perfectly when there is only one incoming call......which is never, of course.

 

When a user is on a call, and another call is attempting to get through to their extension (ie another incoming call to their direct line, or a transfer is being attempted internally), VRS reads this as a 'telephony control' signal and stops the recorder. The same thing occurs if the user puts a call on hold......when they come back to the call, the recorder reads this as a signal and stops the recorder.

 

This is VERY frustrating.

 

Has anyone else had this problem? How did you solve it?