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IP Office ContactStore 7.8 Page 74
15-601038 Issue 4b (06 July 2009)IP Office
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 .
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.
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