Search And Replay Problems - Avaya IP Office Installation Manual

Appendix A

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. See Configuring your browser in Chapter 5 of
this guide.
Problems displaying ActiveX control
If the ActiveX control downloads but displays a red cross on white background at top of 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 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.
Calls listed but cannot play them
If you can see the list of calls that matched your search criteria, but cannot actually play them, look at the
area at the top of the browser page where the "graph" of the audio normally shows and match your
symptoms to one of the following:
ContactStore Installation Manual
IP Office 40DHB0002USEV Issue 1a (10th December 2004)
Page 39