Required Integration: Mitel (ShoreTel) Call Recorder
Required Permission Level: Administrator
If you attempt to listen to a call and see "No recordings found for this call" at the bottom of the Cradle to Grave Report, follow the troubleshooting steps below.
Chrome and Chromium Edge — insecure content setting
Following recent browser updates, there are new restrictions on playing audio over HTTP (like call recordings) on pages accessed over HTTPS (like Brightmetrics). You need to allow "insecure content" in your browser's site settings. "Insecure" in this context means "not loaded from a secure HTTPS connection." Since call audio comes directly from your internal call recording server and never traverses the public internet, this is safe to allow.
First, verify your browser version. In Chrome or Chromium Edge, click the 3 dots in the upper right corner, select Help, then select About. If the version does not start with 80 or above, skip to the Additional Steps section below. If it is version 80 or above, proceed with the site settings steps.
To change site settings in Chrome
-
1
Click the lock icon to the left of the address bar. -
2
Select Site Settings. -
3
Next to Insecure Content, change the dropdown to Allow.
To change site settings in Chromium Edge
-
1
Click the lock icon to the left of the address bar. -
2
Select Permissions for this site. -
3
Next to Insecure Content, change the dropdown to Allow.
Alternatively, users can download the audio file and play it via their media player instead of in the browser.
Additional troubleshooting steps
Verify browser connectivity to the recording server. Type http:// followed by the recording server's address into the browser address bar to confirm the browser can communicate directly with the server. You will not be able to listen to recordings if your system cannot make a connection via direct network connection or VPN. For more information, consult your IT department.
Your recording server address can be found in Brightmetrics at Data Sources > Configured Data Sources > Mitel (ShoreTel) > Edit Data Connection Instances > Recording server address(es).
Verify the call was recorded. If a call was recorded, there will be a party on the call representing the call recorder route point. Below is an example of what this looks like:
If a single user's calls are not being recorded but others' are, there is likely a configuration issue in the Mitel (ShoreTel) call recording profiles for that user. Your Mitel (ShoreTel) partner or provider can assist with making changes there.
Verify credentials. Depending on the authentication type (Per-User or System-wide), the person attempting to listen needs the correct username and password. If the authentication type is Per-User, click into the Cradle to Grave report for the recorded call, select the Recordings tab, and confirm the credentials entered match your Mitel (ShoreTel) system login (e.g., Mitel Contact Director, MVCCC, ShoreTel ECC Reports). For more information about your Mitel GUI login, consult your IT department.
If you have worked through all of these steps and are still unable to listen to calls after confirming that (1) the call was recorded, (2) you are on a VPN or within the network, and (3) you have the proper credentials, please reach out to our support team and we will review the call recorder logs.
Questions or feedback? Please email us at support@brightmetrics.com.
Related Links: Adding a Brightmetrics User