The symptom
A user turns on Personal Attendant. Calls redirect to it — and then disconnect. No error for the caller, nothing obvious in the admin centre.
What’s actually happening
The redirect to Personal Attendant succeeds, but the compliance recording bot then fails to initialise on the redirected call, and the call drops. Client logs showed the same signature across several captures, including after a client update.
Two details make it easy to misdiagnose:
- For internal calls, either party’s recording policy triggers it — not just the person whose calls are being redirected.
- Inherited policy can’t be cleared directly. If the recording policy comes from a group assignment, a direct
Grant-with$nulldoes nothing. You have to remove the user from the group.
Takeaway
If Personal Attendant “randomly” drops calls, check compliance recording on both ends of the call before you go anywhere near the network.