Mitel Call Recorder Integration: Calls Not Playing

Required Integration: Mitel (ShoreTel) Call Recorder

Required Permission Level: Administrator

So you've gotten the Mitel (ShoreTel) Call Recorder Integration completed and all is running well, but then you attempt to listen to a call one day and see a message at the bottom of the Cradle to Grave Report stating "No recordings found for this call."  If this happens, follow our commonly used troubleshooting steps listed below.

If you are not using Chrome or Microsoft Chromium Edge as your browser, please proceed to the section below:

*For Chrome or Chromium Edge users:  Following some recent updates to the browsers, there are new restrictions on playing audio over HTTP (like call recordings) on pages accessed over HTTPS (like Brightmetrics).  You now have to unblock such "insecure content" using the "site settings" options in Chrome/Chromium.  "Insecure" in this context means "not loaded from a secure (HTTPS) connection".  Since the call audio comes directly from your internal call recording server, not from Brightmetrics, it is not possible at this time to serve it over HTTPS.  But likewise, it is never traversing the public internet. 

First, verify which version of Chrome/Chromium you're using: 

Step 1: Click the 3 dots in the upper right corner of the browser window

Step 2: Select Help

Step 3: Select About.  If the version listed here does not start with 80 or above, please proceed to the other troubleshooting steps below.  If your version does start with 80 or above, you can change the site settings (shown below). 



To change the 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 the site settings in Chromium: 

Step 1: Click the lock icon to the left of the address bar

Step 2: Select Permissions for this site

Step 3: Next to Insecure Content, change the dropdown to Allow





Alternatively, though less convenient, users can download the audio file and play it via their media player instead of in the browser.


Radiance User Interface

  • Verify that the web-browser (e.g. Internet Explorer, Firefox, Google Chrome) is able to communicate directly with the server on which the recorded media is located; type, HTTP:// followed by the server's address into the address bar of the web-browser.


  • (Your Recording Server Address can be found in Brightmetrics by navigating to the following page: Data Sources > Configured Data Sources > Mitel (ShoreTel) > Edit Data Connection Instances > Recording server address(es).) See Screenshot Example Below.
You will not be able to listen to the recordings if your system cannot make a connection via direct network connection or VPN. (For more information concerning your network connection and/or configurations, consult your organization's Information Technology Department.) 
  • Verify that the call was recorded.  If a call has, in fact, been recorded, there will be a party on the call representing the call recorder route point.  Below is an example of what this might look like:


  • If you find a single user's calls are not being recorded but other users' calls are, there is likely something in how the call recording profiles are configured within Mitel (ShoreTel) that is causing that person's calls not to be recorded. Your Mitel (ShoreTel) partner/provider will be able to assist with making changes there if needed.
  • Verify the credentials that are being used. Are the credentials correctly configured in Mitel (ShoreTel) call recording profile manager and/or in Brightmetrics? Depending on the authentication type being used, (Per-user or System-wide) the person attempting to listen to the call recordings needs to have the correct username and password entered to be able to listen to the call recordings.
    • If the authentication type is Per-User, confirm your Mitel (ShoreTel) GUI login is correct by clicking on the cradle to grave of the recorded call you want to listen to.  Select the Recordings tab. Confirm the credentials entered there are the same login you use for your Mitel (ShoreTel) System. e.g. Mitel (ShoreTel) Contact Director, Mitel MiVoice Connect Contact Center (MVCCC) (ShoreTel ECC) Reports, etc. (For more information concerning your Mitel (ShoreTel) GUI login, consult your organization's Information Technology Department.)


Once you have worked through these steps you should have a resolution.
If you are still not able to listen to the calls and you have verified that 1) the call was recorded, 2) you are on a VPN or within the network, and 3) have the proper credentials, please reach out to our support team and we will take a look to see what we might be able to see in the call recorder logs.
Questions or feedback? Please email us at
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