ShoreTel Call Recorder Integration: Calls Not Playing

Required Integration: ShoreTel Call Recorder


So you've gotten the 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:

  • 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 > ShoreTel > Edit Data Connection Instances > Recording server address(es).) See Screenshot Example Below.

    (Example: Recording Server Address)

    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 the credentials that are being used. Are the credentials correctly configured in ShoreTel call recording profile manager and/or in the Brightmetrics "My Account" tab? 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 Shoretel GUI login is correct by going to My Account and reviewing the credentials entered under ShoreTel Call Recording. This will be the same login you use for your ShoreTel System. e.g. ShoreTel Contact Director, ShoreWare Director, etc. (For more information concerning your ShoreTel GUI login, 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 ShoreTel that is causing that person's calls not to be recorded. Your ShoreTel partner/provider will be able to assist with making changes there if needed.


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.


If you have any questions regarding Brightmetrics' ShoreTel Reporting and Data Analytics Services, please email us at


Related Links:

Adding A Brightmetrics User


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