1. Remotely connect to the customer's Mac using GoToAssist or Join.me.
Or just guide the customer through the steps below.
If the customer has a Windows PC, click here.
2. If the customer is using Safari, use steps 2a to 2c.
If they're using Firefox or Chrome, move to step 3.
2a. Click on the Safari menu at the top and select Preferences.
2b. Click on the Security button.
Check Allow Java.
Click on Manage Website Settings...
2c. Change both Intermedia.com & the Nextiva SIP ALG sites from Blocked/Blocked Always to Allow Always.
Click Done to save.
3. Click on the Apple menu at the top left-hand side of their desktop. Select About this Mac
4. If the version of Mac OS X is 10.7.2 or lower, use steps 4a - 4c.
If they're using version 10.7.3 or higher, move to step 5.
4a. Click the search icon in the top right-hand corner of the screen that looks like magnifying glass.
Type java and clicked on Java Preferences.
4b. Confirm the Java settings are similar to the screenshots below:
5. Click on the Apple menu in the top left-hand side of the screen.
Select System Preferences.
6. At the bottom under the Other section, click on Java.
7. Click on the Security tab at the top.
Confirm Enable Java content in browser is checked.
Leave Security Level on High.
Click Edit Site List.
8. Enter in each URL you want to allow one-at-a-time and then click Add. Then click OK to save.
To allow the Nextiva SIP ALG Detector Tool to run, add:
To allow the Teleweb voicemail player to run, add:
9. Click OK to save.
10. Have the customer login into their Teleweb and try to play a voicemail or greeting again to confirm it works.
If they still have problems and they're using Chrome, see step 10a.
If they still have problems and they're using Safari or Firefox, consult with Theo, leadership, or a tenured rep.
10a. On Macs, Java is only supported on 64-bit versions of Chrome.
The trick is that Chrome does not have a way to manually select a 64-bit install.
If the customer has a 64-bit Mac, Chrome will work.
If they only have a 32-bit Mac, they will need to use Firefox or Safari.
By default Chrome asks for permission everytime Java runs.
The steps below allow Java to run without permission on Intermedia sites:
- Click Menu > Settings
- Click Show advanced settings…
- Under Privacy, click Content Settings
- Scroll down to Plugins and click Manage exceptions…
- Create a new exception for “[*.]accessline.com” and for “[*.]telecomsvc.com” (no quotes)