DESCRIPTION

Communication between the prairieFyre licensing server and the customers prairieFyre CCM server is not working.

SEVERITY

Error

IMPACT

License updates will not work.

TROUBLESHOOTING STEPS

This can occur for different reasons.  For assistance, see http://micc.mitel.com/kb/KnowledgebaseArticle51123.aspx.
 
Other troubleshooting steps could include:
1.)  Proxy - Disable any proxies that could be blocking communication between the prairieFyre licensing server and the CCM server.
2.)  Windows Firewall - Disable Windows Firewall
3.)  No internet connection - An offline registration is required. 

APPLIES TO

CCM 6.0 

PROBLEM

If a customer has Windows Authentication enabled, when you load their support package in the lab, you will not be able to log in, because their domain isn't available, and Instant Admin will not work.

Running the Config Wizard and choosing "CCM Authentication" will create the default login, but this takes forever.

Editing the Authentication Type in SQL (via SQL Management Studio) is much faster. After this, you can run the Instant Admin tool to create the default _admin / _password account. (Thank you to Dennis Benoit for figuring this out.)

INSTRUCTIONS

1. Load the customer's package.

2. Open SQL Management Studio.

3. Go to CCMData > tblEnterpriseConfig_Enterprise

4. In this table, there is a column labelled 'LoginWithAssociatedIdentity' which has a value set to True. Set the value to False . There is no need to save in SQL Management Studio.

After this, you can run Instant Admin (from ...\prairieFyre software inc\CCM\applications\ConfigurationWizard\InstantAdmin.exe )

APPLIES TO

All versions.

DESCRIPTION

You have at least one file that should have been sent out (an agent reply) that has an attachment that windows can't index properly. This causes the file to become stuck in the draft state according to windows search so we never attempt to send the file out.  This is due to the indexer trying to index the file contents of the file when we don't have a Reader installed.

SEVERITY

Major 

IMPACT

The message or messages referenced will not be sent. 

TROUBLESHOOTING STEPS

1. Search the StorageService.log logfile for the string: Conversation has been identified as being stuck in the draft state .  The log will show you the name of the .MSG file. 
2. Open the .msg file and see if there is an attachment associated to the file.
3. Once they have identified that, they will have to:
     a. Go to the Indexing Options > Indexing Options -> Advanced Options -> File Types ->File Extension and change the option to not index file content
     OR
     b. Install the appropriate program so that windows indexing can index it properly. After doing they should rebuild the indexes to make sure the affected files get picked up.
    NOTE: Either of these steps will cause windows to completely reindex which can be a time consuming process. Ideally this should be done after hours. Once this is done, the conversations should send out correctly.
4. If there is no attachment, you can move the file out of the \SearchStorage\ folder.  Wait 2 minutes, then  copy it back into \SearchStorage\.  This will force Windows Search to reindex the properties.

APPLIES TO

7.1 

INFORMATION

The attached document contains the Detailed Release Notes for MiContact Center Version 7.1.2.1. 

APPLIES TO

7.1.2.1 

INFORMATION 

• R9:  Revision 9 and earlier software
• pre-MCD 4.2: This covers MCD 4.0 and 4.1
• MCD 4.2
• MCD 5.0
• MCD 6.0
• MCD 7.0

APPLIES TO

Mitel 3300 

PROBLEM

Your site is using CCC chat, but some client computers also have Microsoft Lync installed.  In version 7 of the MiContact Center software, we auto-detect if Lync is present and set the CCC Chat to Lync Integration by default.  In a mixed environment (where some people have Lync and others don't) you may want to use CCC Chat so that everyone can communicate.  In order to disable Lync integration, a configuration change is required. 

INSTRUCTIONS

1. On the Enterprise Server, go to [InstallDir]\CCM\Services\ConfigService\ and open the GlobalAppSettingsEditor.exe.
2. Enter the following information:

• Application: ContactCenterClient.exe
• SectionGroup: AppSettings
• Name: UseCccChatOnly
• Value: true (this is case sensitive)
• Description:  Enter a description here of why the change is being made.  NOTE: There must be a value entered in this field to save.

3. Click Save.  NOTE:  It can take 1 to 5 minutes for this value to save.  Wait for the confirmation message before closing the GlobalAppSettingsEditor.

APPLIES TO

7.0 

SUMMARY

When you designate an extension, agent, or queue as historical reporting only, reports can be created for that device but they cannot be monitored in real time.  The following issues should be considered when designating devices for historical reporting only:


Retiring an Agent

If you want to retire and reuse an agent ID, for example, when an employee leaves the company or is no longer an agent, the following applies:
If a retiring agent’s ID (Agent A) is issued to a new agent (Agent B) and a report is run for the period when Agent A was an active employee, Agent B’s name will display in the report but the statistics will be those of Agent A.
The reason for this is because our software identifies devices with a GUID (Globally Unique Identifier).  So Employee John Smith is actually GUID 123-123-123-123, or something to that effect.
When you update an employee or agent or extension, the GUID stays the same.  We reference everything in the SQL table by GUID.
So when you run a report, you’re running it against the GUID, and our software resolves that GUID to the name it's configured against in the database.  We have no concept of historical names, so we would never be able to resolve the current GUID to anything other than what it currently resolves to.


Deleting an Agent

WARNING:  If you delete an agent you will not be able to select this agent in the Contact Center Management website to run a report on them.  Furthermore, if you summarize historical data, the data for the deleted agent will be purged from the database.
Instead of deleting an agent, designate the agent as 'historical reporting only'.  Their statistics will not be deleted from the database and you will be able to continue to run historical reports for them.

NOTE:  Summarizing historical data removes it from the database.  If, after summarizing, you need to access this historical data, you can re-designate the agent and their associated devices (employee and extension) as licensed for 'real time and reporting' and re-summarize the data.

If the new agent and employee has already been re-allocated to use a previously existing one, that is fine.  The only thing to remember is that when performing a historical summarization, it will insert the previous agent's data into SQL.  There will be no way to differentiate between the old agent and the new agent's data in a report.

Deleting a Queue

WARNING:   If a queue is deleted, it is no longer a selectable device in the Contact Center Management website.  If you want to be able to run historical reports on queues, deleting queues is not recommended.  Designate queues as 'historical reporting only' but remember that if a historical summarization is performed, this queue’s data will be removed from the database.

NOTE:  Summarizing historical data removes it from the database.  If, after summarizing, you need to access this historical data, you can re-designate the agent and their associated devices (employee and extension) as licensed for real time and reporting and re-summarize the data.

APPLIES TO

CCM version 5.X 6.X 7.X

INTRODUCTION

DETAILED INSTRUCTIONS

5) save the file

6) restart the CCC

CHANGES IN VERION 7.1.3.0

The following table describes reporting changes to be expected when upgrading from Version 7.1.2.1 to Version 7.1.3.0.

CHANGES IN VERSION 7.1.2.1

The following table describes reporting changes to be expected when upgrading from Version 7.1.2.0 to Version 7.1.2.1.

CHANGES IN VERSION 7.1.2.0

The following table describes reporting changes to be expected when upgrading from Version 7.1.1.1 to Version 7.1.2.0.

CHANGES IN VERSION 7.1.1.1

There were no statistical changes implemented in Version 7.1.1.1.

CHANGES IN VERSION 7.1.1.0

The following table describes reporting changes to be expected when upgrading from Version 7.1.0.0 to Version 7.1.1.0.

CHANGES IN VERSION 7.1.0.1

There were no statistical changes in Version 7.1.0.1.

SCENARIO

On a 5.10.8 site, agents are seeing multiple calls offered to them simultaneously.  The calls will be ringing at the same time.  

This will happen very frequently, many times a day, to multiple different agents. 

DISAMBIGUATION

Similar symptoms (multiple calls being offered to an agent at the same time) may present themselves in 5.10.6 and 5.10.7, but in these releases, they are due a different root cause (either bug tfs-268532, resolved in 5.10.9, or bug TFS-253718, resolved in 5.10.8).  

This solution - a configuration change - is ONLY applicable to 5.10.8.

LIMITATIONS

In 5.10.8, even with this configuration change, bug tfs-268532 may still cause OCCASIONAL cases of multiple calls offered to the same agent at the same time; but the frequency of this occurring should be drastically lessened by this configuration change - one or two occurrences per week, versus dozens of occurrences per day.

CAUSE

In 5.10.8, a configuration setting called "CheckPhoneStatePresenceForAvailability" was added to the Enterprise Router config file, with a default value of "False".  In some topologies, this can cause this issue.

WORKAROUND

On the computer where the Enteprise Router is running (usually, the Router is collocated on the MiCC server, but it can  be on a separate server on high-volume sites):

1.  Go to C:\Program Files\prairieFyre software inc\CCM\Services\RouterService  (NOTE:  Program Files, not "Program Files (x86)" ) 

2.  Locate OrandaRouterService.exe.CONFIG;  right-click this file, and choose "Open with" > Notepad.   (Alternatively:  Open Notepad, and drag that file into the Notepad window. )

3.  Search for the string  CheckPhoneStatePresenceForAvailability    .  

     Change the value for this setting from  False  to  True.  

     It should look like this:

      <setting name="CheckPhoneStatePresenceForAvailability" serializeAs="String">

        <value>True</value>

      </setting>

APPLIES TO

MiCC for Lync 5.10.8 ONLY

PROBLEM

After upgrading to 7.1.1.0 or 7.1.1.1 the default management subroutine is blank. 

CAUSE

During the upgrade to 7.1.1.0 the system was missing a needed .XAML file to populate this subroutine.  In Cumulative Patch releases (such as 7.1.1.1) we do not overwrite default subroutines in case they have been modified by the user.  However, in 7.1.1.1 the missing subroutines were included in the sample callflows folder. 

RESOLUTION

First, you must ensure that you have upgraded to MiCC Version 7.1.1.1 in order to have the files necessary to import.

APPLIES TO

IVR 7.1.X.X

INFORMATION

PROBLEM

When two calls come in near simultaneously, one of them may continue to display in the QueueNow monitor after it has been picked up.  This results in inflated Calls Waiting, and Longest Waiting statistics. 

RESOLUTION

The following HotFix must be installed onto MiContact Center Version 7.1.2.1.

1. Download the attached KB271951.EXE file to the MiContact Center server.
2. Double-click the KB271951.EXE and follow the on-screen prompts.

NOTE: Installing this hotfix will restart the prairiFyre services.  In order to avoid service interruption we recommend applying the update after hours, or during a scheduled maintenance window. 

APPLIES TO

7.1.2.1 

PROBLEM

In Ignite, your layout has become modified in a way you do not wish, or your profile has become corrupted. 

RESOLUTION

If you wish to reset your profile and layout to the default settings:

1. Launch Ignite.
2. At the login screen input your username and password, then hold CTRL and R. 
3. While holding CTRL and R and click Sign In. 
4. Continue to hold CTRL and R until Ignite has finished logging you in.

APPLIES TO

Ignite 7.X. 

INTRODUCTION

In CCM for Lync environments, it is possible to issue commands directly to the prairieFyre Enterprise Router service through a chat window in the Lync client.

These commands can give information about the system, which can be useful in troubleshooting applications.

They can also be used to control agents and queues.

The commands are described individually below.

OPENING A CHAT SESSION WITH THE ENTERPRISE ROUTER

To issue commands directly to the prairieFyre Enterprise Router service, you must be logged into the Lync client using an account which exists in YourSite Explorer > Employees, and which has a Security Role of Enterprise Administrator.

It is not necessary for the user to be an ACD agent.

You can open the Lync client on any PC in the environment. It is not necessary for the PC to have the Client Component Pack (a.k.a. Ignite) installed on it.

To open a chat session with the prairieFyre Enterprise Router service:

1. Open Lync and sign in with a qualified account (see above).

2. In the “Find people” window, type prairieFyre Enterprise . The contact prairieFyre Enterprise ACD will appear. Double-click it to begin a chat session.

NOTE: The prairieFyre Enterprise ACD always shows as "Offline" in Lync. This is normal.

3. You will get a window like the one shown below. Begin typing commands into this window.

TROUBLESHOOTING ISSUES WITH ISSUING COMMANDS

Case 1: Cannot find the prairieFyre Enterprise ACD contact in Lync.

• Check the spelling of prairieFyre


• Look below the “Search for people” bar, in the “NAME” area.
  
  If you see “Address book synchronizing. Results may not be current.”, you will need to wait for the address book to synchronize before searching again.
  
  This is common on computers where you are starting Lync for the first time as the user in question, or where you are signed into Lync as a different user than the user with which you are signed into the computer itself.
  

PROBLEM

Remote IVR ports become unresponsive.  In logging it reports the error "There were not enough free threads in the ThreadPool to complete the operation"

RESOLUTION

This HotFix must be applied onto Version 7.1.2.1.

1. Download the attached KB271953.EXE file to the Enterprise Server.
2. Double-click the KB271953.EXE file and follow the on-screen prompts.

NOTE: Installing this hotfix will restart the prairiFyre services.  In order to avoid service interruption we recommend applying the update after hours, or during a scheduled maintenance window. 

APPLIES TO

7.1.2.1 

PROBLEM / SYMPTOMS

Contact Center Client generates an error when you go to open a new real-time monitor, or when you click a menu option.

The error will show up in a pop-up in the middle of the screen, and also in the PrairieFyreClientShell.log file (in Documents\CCMLogs on the client PC).

This is the beginning of the error you will get if you click to add a Position monitor bar:

eError 3/30/2015 7:41:40 AM Critical Error--- Start Exception Stack ---System.IO.FileNotFoundException: Could not find file 'Syncfusion.Grid.Windows.resources'. at System.Reflection.RuntimeAssembly.InternalGetSatelliteAssembly(String name, CultureInfo culture, Version version, Boolean throwOnFileNotFound, StackCrawlMark& stackMark)…

eError 3/30/2015 7:48:30 AM Can not activate the view DeviceSelectionPage.The original exception is: Could not find file 'Syncfusion.Grid.Windows.resources'. at System.Reflection.RuntimeAssembly.InternalGetSatelliteAssembly(String name, CultureInfo culture, Version version, Boolean throwOnFileNotFound, StackCrawlMark& stackMark) prairieFyre.ApplicationBlocks.UIProcess | at Microsoft.ApplicationBlocks.UIProcess.GraphNavigator.StartMDITask(TaskArgumentsHolder holder, TaskArgumentsHolder args)…

RESOLUTION - INDIVIDUAL USERS

The steps below will resolve the issue for an individual user. (See below for steps to resolve the problem for all users.)

1. Close all instances of Contact Center Client on the affected users’ PC.

2. Log into CCMWeb as the affected user ( http://serverIP/ccmweb)

3. From the menu bar at the top, go to My options > My preferences

4. Set the language preference to “English (US)”. Save.

RESOLUTION - ALL USERS

The steps below will allow you to set all users’ language setting to English – North America.

1. Open SQL Management Studio (to find it, go to the Start menu and search "Management Studio").

2. Ensure that you are connected to the instance with the CCMData database (it will be visible in the left pane when you expand the instance name).

3. At the top, click "New Query", and then paste in the following:

use ccmdata
select * from tblconfig_attributes_user_preferences where fklanguage != '1'

This script says "Reference the CCMData database. Look in the table "tblconfig_attributes_user_preferences", and, look for items where the value of "fklanguage" (which is the language preference setting) is not 1 (which is the value for English - North America).

If you get no results, there are no users who have set a language other than English - North America.

If you get results, create and execute this query to set everyone's language to English - North America:

use ccmdata
update tblconfig_attributes_user_preferences set fklanguage = '1'

This script says "Reference the CCMData database. Look in the table "tblconfig_attributes_user_preferences", and, for every single item in there, set the value of "fklanguage" (which is the language preference setting) to 1 (which is the value for English - North America.

ADDITIONAL CONSIDERATIONS

If an affected user also uses YourSite Explorer, you should also follow the steps here:  Steps 4-7 only

APPLIES TO

MiCC for Lync 5.10.x

Keywords: