Cannot Play Recordings - Nortel Contact Recording User Manual

October 2007

Cannot Play Recordings

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:
No Audio "graph"
This means that the recorder has not sent the audio to your PC.
1 Check the server logs for errors.
2 Note the call's 15 digit reference number (shown if you hold the mouse
pointer just to the right of the radio button that you click to retrieve the
recording. Search for that wav file in the calls path to confirm that the
recorded file exists.
3 Check connectivity and available bandwidth to the client PC.
Audio graph stops in mid call
This implies that the recorder did not send all of the recording to your PC.
1 Request the same call again. There may have been a temporary network
problem.
2 Request a different call. If the problem is only with one call, you may have a
corrupt file on your hard disk.
3 Request the problem call from another PC on the same network. If the
other PC can retrieve it successfully, identify the differences between the
two client PCs; the problem is most likely at the client end.
4 Request the problem call from different sub-nets, ideally working closer to
the Nortel Contact Recording Server.
5 Request the call from the recorder server's own browser. If this works and
remote access does not, then the problem is likely to be in the network
between server and clients.
Audio graph appears but no sound
The audio file has reached your PC successfully. The problem is most likely to
be with your PC's multimedia setup or current settings.
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Troubleshooting
Nortel Contact Recording