Avaya 7.8 Search and Replay Problems, Cannot access the application, Search returns no calls

Page 74

9.4.6 Search and Replay Problems

For most problems with Search and Replay, consider the following diagnostic approaches to narrow down the cause of the problem:

∙Search for a different call, for example, one that is more recent or older; shorter or longer.

∙Log in as a different user with different replay restrictions.

Specific issues are listed below.

Cannot access the application

If you cannot get to the login page:

∙Try accessing the page from a machine on the network that is closer to the ContactStore:

∙On the same LAN if you are having problems with WAN access.

∙From the same sub-net if having problems from a different sub-net.

∙From the console if having problems from the same sub-net.

∙Try using a different browser or a different version of the same browser.

∙Try accessing the page from the other side of a firewall.

Problems downloading ActiveX control

If you see error messages relating to ActiveX controls being downloaded-or blocked from being downloaded, your security settings may be too restrictive. For more information, see Configuring your browser 17 .

Problems displaying ActiveX control

If the ActiveX control downloads but displays a red cross on white background at the top of the page, upgrade to Internet Explorer 6.0. These symptoms have been seen on Internet Explorer 5.0.

Cannot log in

If you see the login page but cannot get past it:

∙Verify that Caps Lock is off and that you are entering the user name and password with the correct case.

∙Log in as a different user

∙Confirm the spelling of your log in name with the system administrator and check that your account is still configured in the administration pages.

∙Ask the system administrator to reset your password. Log in with a blank password and change your password when redirected to the Change Password page.

Search returns no calls

If you get to the search page but no calls are returned when you perform a search:

∙Broaden your search criteria to confirm that you can at least find some calls. Start by requesting calls from any parties for today. If that shows no calls, extend the time period. Try setting the date range back to at least the time you know you have seen call records for in the past.

∙Check that the system administrator has given you access to the correct calls. Your search and replay restriction may be wrong or too narrow for the search you are attempting.

∙Confirm that calls are being recorded. Follow the troubleshooting guidelines for recording problems if you suspect that the system is not actually recording or processing any calls.

IP Office ContactStore 7.8

Page 74

IP Office

15-601038 Issue 4b (06 July 2009)

Page 73 Page 75
Image 74
Page 73 Page 75
Contents IP Office IP Office ContactStoreIP Office ContactStore Contents Page Chapter ContactStore Overview Page ContactStore Overview License Functional Components Audio compression RecordingsRecording files ∙ One .wav fileArchiving ∙ Configuration detailsInternal Database ∙ Recording detailsTime Zone and Daylight Savings Time DST Support LicensingSupported Languages ∙ ImportantChapter Installation Sound Card InstallationDisk Partitions Local DVD+RW driveTotal requirements Calculating Disk Size Required for RecordingsType of Operation ExamplesBasic Configuration Installing ContactStoreInstall the ContactStore Software Pre-RequisitesTesting the recording operation Testing the Recording OperationConfiguring your Browser Monitoring the systemTo add ContactStore to a Local intranet Zone Adding ContactStore to a ZoneTo add ContactStore to Trusted sites Click AdvancedIf upgrading an existing Contact 7.2 Server If intending to install ContactStore 7.2 on a new server PCUpgrading from ContactStore Upgrading ContactStore Chapter Accessing ContactStore Accessing ContactStore Chapter Configuring ContactStore Settings Configuring ContactStore Settings ∙ Send alarm/event emails to ∙ Alarm Notification∙ Smtp Password ∙ Retain call details for monthsSystem Overview Audit Trail To clear an individual alarm or event Viewing Alarms and EventsTo view the Alarms and Events To change the set of events shownAdvanced Configuration Options Adding Hierarchical File Storage SupportPage Chapter Administration of User Accounts Administration of User Accounts To view user accountsUse of SSL Windows Domain AuthenticationSession Inactivity Timeout Creating a New Account ∙ 4000,4003,4010-4019,4124-4128 Changing Your PasswordTo change the password Editing an Account To edit an accountClick the Delete selected users link Deleting an AccountTo delete accounts Page Chapter IP Office/Voicemail Pro Configuration ∙ Voice Recording Library VRL IP Office/Voicemail Pro Configuration∙ Conference Capacity Call Recording Warning Advice of Call Recording MessageTo switch the recording warning on or off Click Save & Make Live To hide the auto record indicationChanging the Recording Time Manual Call RecordingRecording Location Using Short CodesTo configure a users recording options Select the Voice Recording tabHunt Group Automatic Recording OptionsIncoming Call Route UserTo set automatic call recording for a user To set automatic call recording for a hunt group To set automatic call recording for an incoming call route To set automatic call recording for an outgoing account call ∙ Click the Telephony Actions icon and select Transfer Creating a Call FlowFrom Start Programs IP Office, open Voicemail Pro ∙ Click the Mailbox Actions icon and select Leave MailClick the Save & Make Live icon Field EnterChapter Administrative Tasks Administrative Tasks Daily Procedures Weekly Procedures Monthly ProceduresBacking Up the Database Restoring the DatabaseMoving to a New PC Limitations of Full and Incremental Backup ProceduresBacking Up The Voice Recordings Chapter Search and Replay Search and Replay Accessing Search and ReplayEnter your Username and Password Incl Searching for CallsTo search for calls StartsViewing Results Call Sets To create a call setViewing and Editing a Call Set ∙ Save as .wav file ∙ Email as .wav file Playing a Call∙ Skip back ∙ Play ∙ Pause ∙ Skip forwards ∙ Details Exporting Multiple Calls∙ Audio ∙ BothChapter Appendix Appendix ContactStore VersionArchiving DVD+RW Media Control and CareChanging Disks Archival ProceduresLoading a disk Labeling a DiskAlarms XXX Job Queue backlogged. Delay Minor Failed to copy file XXX. I/O Error YYYMinor Error processing file XXX. Reason YYY Major Error displaying alarm tagTrouble Shooting Tools Trouble ShootingInstallation Problems System Administration Page Problems To check for invalid entries Email Alarm ProblemsContactStore to VoiceMail Pro Problems Problems downloading ActiveX control Search and Replay ProblemsCannot access the application Problems displaying ActiveX controlNo Audio graph Calls missing from the databaseCalls listed but cannot play them Audio graph stops in mid callPartial recording problems Changing the Tomcat Port Numbers Installing Unlimited Strength EncryptionAdvanced Security Backing up the Keystore file Installing a Signed SSL CertificateSelecting a Certificate Authority CA Creating the new CertificateTo acquire these certificates Generating a Certificate Signing RequestImporting the CAs certificates To import all your certificatesImporting the public certificates into Viewer and Archive Configuring Viewer and Archive to use HttpsConfigure Viewer to use https and a secure port Configure Archive to use https Configure Archive to use httpsConfigure Viewer to use https Page Index Testing Recording Operation Troubleshooting Resources IP Office ContactStore Tel +44 1707 Fax +44
Top Page Image Contents