Avaya IP Office: Unable To Play Or Download ContactStore Recordings

Affected Version(s):

All versions

Problem Details:

When trying to playback or download ContactStore recordings, the buttons aren’t there, or nothing happens.

Cause:

This normally occurs because of the browser being used, or the settings within the browser.

Solution:

Internet Explorer 9,10 & 11 are the only officially supported browser for ContactStore. If using Firefox/Chrome etc, try opening in Internet Explorer and see if this works. If already using Internet Explorer, please ensure the following has been setup in the browser settings:

Add ContactStore to a Trusted Site or Intranet zone.

To add ContactStore to Trusted sites:

  1. In the Control Panel, open Internet Options
  2. Click the Security tab
  3. Click the Trusted Sites icon
  4. Click Sites
  5. Uncheck the Require HTTPS box (unles using HTTPS/SSL)
  6. Enter the URL of the ContactStore server and click Add. Intenet Explorer does not recognize that a Fully Qualified Domain Name (FQDN) and IP address are the same. Therefore, you must add the URL to the list exactly as you type it in the address bar
  7. Click OK

To verify that you have configured the Zone information correctly, the icon on the lower right side of the IE status bar should show Trusted Site instead of Internet.

To add ContactStore to a Local Intranet Zone:

  1. In the Control Panel, open Internet Options
  2. Click the Security Tab
  3. Click the Local Intranet icon
  4. Click Sites
  5. Click Advanced
  6. Uncheck the Require HTTPS box (unless you are using HTTPS/SSL)
  7. Enter the URL of the ContactStore server and click Add. Intenet Explorer does not recognize that a Fully Qualified Domain Name (FQDN) and IP address are the same. Therefore, you must add the URL to the list exactly as you type it in the address bar
  8. Click OK

Note: You can also specify that sites that bypass the proxy server are in this Zone

To access and use the page, the zone will need the following rights:

  • Run ActiveX controls and plug-ins
  • Script ActiveX controls marked safe for scripting
  • ActiveX Scripting
  • Download signed Active controls
  • On Windows Vista, you must also clear the Enable Protected Mode check box

References

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