The call record feature is based on settings in the voice mail system, along with specific integration settings within the phone system. What, specifically, was upgraded, and what system version phone system/voice mail system is being used?

A network server upgrade could possibly be the problem, but other issues would have cropped up, especially if the voice mail uses SIP integration to connect to the phone system. Or, it could be the users have moved phones around, and have a mislabeled phone or two.

Sometimes the thoughts in my head get so bored, they go for a stroll through my mouth. This is rarely a good thing.