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CFG0005 - License Server Failure

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Article ID: 51309 - Last Review: November 17, 2011

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 

Keywords: CFG0005


INTERNAL: How to Get Around Windows Authentication in the Lab (after loading a customer package that has Windows Auth enabled)

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Article ID: 52283; - Last Review: May 21, 2015

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.


Keywords:
InstantAdmin  support package  lab  Windows Authentication

ALM0133 - Conversations stuck in Drafts

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Article ID: 52204 - Last Review: August 18, 2015

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 

Keywords: ALM0133 conversation conversations cannot be indexed

Detailed Release Notes: 7.1.2.1

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Article ID: 52287 - Last Review: May 25, 2015

INFORMATION

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


APPLIES TO

7.1.2.1 

Keywords: DRN release notes 7.1.2.1

Golden Rules for configuring PBX options

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Article ID: 50560 - Last Review: August 20, 2015

INFORMATION 

prairieFyre support will frequently reference our Golden Rules for PBX configuration.  These are the required settings to ensure that your PBX communicates correctly with the prairieFyre software.  Over time these rules have become more complex, and as such the document is growing.  Attached to this article are two versions of our Golden Rules document.

GoldenRules-by_Version-7.xls is a document specifying our recommended PBX configuration settings.  These are organized by sections of the prairieFyre software (CCM, VWM, IQ) and by relevance.  The settings are color coded to tell you which settings are necessary, which may simply affect reporting, and which do not affect prairieFyre.  Along the bottom you will find tabs showing the Golden Rules for the following 3300 versions:
  • 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 

Keywords: Golden Rules GoldenRules PBX 3300 config configuration

Configuring Contact Center Client to use CCC Chat in an environment with Lync on some systems

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Article ID: 52084 - Last Review: July 22, 2015

NOTE:  Contact Center Client Chat is now a return to service only product.  For more information, please see the following article: http://micc.mitel.com/kb/KnowledgebaseArticle52309.aspx

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 

Keywords: CCC Lync mixed Chat

Deleting agents and queues vs setting them to historical only

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Article ID: 50951 - Last Review: August 26, 2015

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

Keywords: deleting removing agents employees historical real time reporting

Detailed Release Notes: 5.10.8.0

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Article ID: 52322 - Last Review: August 28, 2015

INFORMATION

The attached document contains the Detailed ReleaseNotes for MiContact Center for Microsoft Lync Version 5.10.8.0. 


APPLIES TO

5.10.8.0

Keywords: DRN releasenotes 5.10.8.0


Detailed Release Notes: 7.1.3.0

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Article ID: 52323 - Last Review: August 31, 2015

INFORMATION

The attached document contains the Detailed ReleaseNotes for MiContact Center Version 7.1.3.0. 


APPLIES TO

7.1.3.0

Keywords: DRN releasenotes 7.1.3.0

Foreign Key Constraints

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PROBLEM

Configuration data is not in sync in SQL which can cause failures to occur in the Contact Center Management website, the Contact Center Client, and Backup/Restore operations.
 
Example:  An agent group to queue association can exist in one table, but the queue has been deleted. 
This would throw a foreign key constraint error.

CAUSE
 
This is caused by SQL cascades not being triggered, which then puts our data in a bad state. 


SYMPTOMS

The associated log file will show an error like the following:

tblConfig_HuntGroupMembers : ForeignKeyConstraint tblConfig_Extension_tblConfig_HuntGroupMembers_fk_constraint requires the child key values (71cb119d-cae0-46c9-b13d-992e3b287ba0) to exist in the parent table.

  
RESOLUTION
 
Foreign Key Constraints can occur in many different tables, so undertsanding the error and scripting an answer in SQL Management Studio is usually the best solution.

Your error will have the following format: 

tblConfig_[A] : ForeignKeyConstraint tblConfig_[B]_tblConfig[A]_fk_constraint requires the child key values (xxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxx) to exist in the parent table. 

From this you can determine which tables to search in.  Your scripted search will look like the following:

use CCMData
select * from tblConfig_[A]
where FK[B] Not in (select pkey from tblConfig_[B])
 

This will show you the records that contain Foreign Key Constraints.  You use the SELECT * option first to ensure that you don't accidentally get more records, or the wrong records.  Once you have verified this you change the SELECT * to DELETE as shown below.

use CCMData
DELETE from tblConfig_[A]
where FK[B] Not in (select pkey from tblConfig_[B])

When executed, this SQL script will delete the Foreign key Constraints for you.

EXAMPLE

Given the following error...

tblConfig_HuntGroupMembers : ForeignKeyConstraint tblConfig_Extension_tblConfig_HuntGroupMembers_fk_constraint requires the child key values (71cb119d-cae0-46c9-b13d-992e3b287ba0) to exist in the parent table.


You would get the following search:

use CCMData
SELECT * FROM tblConfig_
HuntGroupMembers
WHERE FKExtension NOT IN (SELECT PKey FROM tblConfig_Extension)

How to set the logging level for Contact Center Client to "Verbose"

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Article ID:  50226 - Last Review: September 3, 2015

 

INTRODUCTION

 
This article describes how to set the logging level for Contact Center Client on client machines to Verbose to enable more detailed event / error logging for the application in the PFShell log.
With the logging level in the PFShell log increased, it will be easier for Prairiefyre to investigate / debug certain issue with the Contact Center Client.
 
 

DETAILED INSTRUCTIONS

 

 1) On a client machine browse to the install location of your contact Center Client, by default this location is
C:\Program Files\prairieFyre Software Inc\CCM\Applications\ContactCenterClient
 
2) Within the Contact Center Client folder locate the ContactCenterClient.exe.config file, right click it and open it with Notepad.
 
3) In the open ContactCenterClient.exe.configfile locate the <appSettings> section
 
4) set the "LoggingLevel" value to 4

5) save the file

6) restart the CCC


APPLIES TO
 
CCM version 5.x, 6.X, 7.X

Release over release statistical changes for 7.1.X.X

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Article ID: 52314 - Last Review: July 27, 2015



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.

Tracking Number

Description

244733

Description: Under some circumstances the MiVB can send Group Presence Feature Events for an agent group that the agent is not a member of in the MiCC configuration. This event was not being ignored, and as such it was altering statistics in the Agent Event reports. The events are ignored and agent events statistics including internal answered, external answered, abandoned calls and interflowed calls are more accurate.

Modified stats:

Make Busy (count, duration) may decrease

ACD (count, duration, hold duration, short count) may decrease

Non-ACD (count, duration) may decrease

Outbound (count, duration, hold duration) may decrease

Ringing (count, duration) may decrease

Requeue count may decrease

Wrap-up duration may decrease

Affected reports:

All Agent reports may be affected.

244741

Description: In the scenario where an external hot desking agent is logging off while in a DND or Make Busy state, they were not pegged for DND or Make Busy.

Modified stats:

DND count may increase

DND duration may increase

Make Busy count may increase

Affected reports:

Agent (Group) by Make Busy / DND Code

Agent by Make Busy / DND Trace

Queue Performance

244891

Description: The Phone Number Accounting Trace report was missing outgoing conferenced and transferred calls even when the specified phone number was dialed. Now the diverted conferenced and transferred calls are included in the report, resulting in potentially large changes to durations.

Modified stats:

Call Duration may increase

Time to Answer may decrease

Affected reports:

Business Reporter Trace reports

251316

Description: Silent Monitor segments were being counted towards the outbound statistics. It should not be pegged as Outbound, but rather as any main call state.

This affects wide range of statistics for customers using the silent monitor feature resulting in decreasing of outbound metrics, and increase other metrics accordingly.

Modified stats:

ACD duration (total, internal, external) may increase

Non-ACD duration (total, internal, external) may increase

Outbound duration (total, internal, external) may decrease

Make Busy (count, duration) may increase

Work-timer duration may increase

Total talk time may change depending on the above adjustments

Affected reports:

Agent by Device reports

Agent (Group) Performance by Period

Device by Device reports

Extension (Group) performance by Period

Queue (Group) Performance by Period

Queue Spectrum by Period

Agent Event reports

252125

Description: Previously, the MiCC software did not correctly recognize queue devices in clustered environments where the digits dialed were presented in SMDR as CEID PNI. We now recognize the queue in SMDR when presented in the CEID PNI format.

This may cause significant changes for customers using clustered environment.

Modified stats:

ACD (count, duration, time to answer, abandoned, offered) may increase

Non-ACD (count, duration, time to answer) may decrease

Affected reports:

Trunk Performance reports

Queue (Group) Performance reports

Queue Spectrum by Period

Device by Queue reports

Extension (Group) Performance reports

253248

Description: Device states were pegged incorrectly after hot-desking user extensions made a call to each other and then set their status to DND. Now this scenario handles DND state and this results in DND counters change.

Modified stats:

DND count may increase

DND duration may increase

Make Busy count may increase

Affected reports:

Agent (Group) Performance reports

Queue (Group) Performance by Period

254163

Description: Callback requests were being double-pegged in reports. These changes improve handled and offered calls, including internal answered, external answered, abandoned calls and interflowed calls.

Modified stats:

Answered count may decrease

Offered count may decrease

ACD count (internal, external) may decrease

Short ACD count may decrease

Affected reports:

Queue (Group) Performance by Period

Queue Spectrum by Period

255333

Description: In some scenarios the Answer Time was being calculated incorrectly for requeued calls. Thes values changed for requeued calls only. Whether the value increases or decreases depends on the actual answer time.

Modified stats:

All call counts

Affected reports:

Queue Spectrum by Period

256819

Description: This change set fixes the scenario with a requeued call being incorrectly pegged as a Short Abandon.

Offered count increases as well, since Offered includes Abandoned calls but does not include Short Abandoned.

Modified stats:

Abandoned (count total time) may increase

Sort Abandoned may decrease

Offered may increase

Affected reports:

Queue (Group) Performance by Period

256780

Description: Some calls to IVR were being pegged incorrectly when SMDR records were received out of order. The crediting logic has been updated to account for this scenario.

Modified stats:

Offered to IVR may increase

Terminated in IVR may increase

Affected reports:

IVR DNIS Performance reports

258587

Description: MiTAI processing logic was improved to ensure that we update call details more accurately.

Modified stats:

Maximum time to answer may decrease

Queue spectrum counts may increase

Affected reports:

Agent by Device reports

Queue Spectrum by Period

259645/258916

Description: Worktimer events were being credited incorrectly in certain call scenarios.

For example, if an agent receives an ACD call, ends that call, inputs a classification code, then while still in worktimer made an outbound call the classification code would be pegged to the outbound portion in error.

Modified stats:

Duration may decrease

Time to answer may increase

Outbound and total counts may decrease

Outbound and total duration may decrease

ACD count may increase

ACD duration may increase

ACD count with account code may increase

Affected reports:

Lifecycle reports

Call Accounting Trace reports

Account Code Performance by period

Agent by Account Code reports

Extension by Account Code reports

Agent Performance by Period reports

Extension Performance by Period reports

259646

Description: In some cases Make Busy records associated with the Multimedia Overloaded state would be processed in an incorrect order, causing inaccurate Make Busy pegging. This behavior has been corrected.

Modified stats:

Idle duration may change (either increase or decrease)

Make Busy Count may decrease

System Make Busy Count may decrease

System Make Busy duration may decrease

Affected reports:

Multimedia Agent Performance reports

Multimedia Agent Event reports

Agent by Device reports




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.

Tracking Number

Description

245266

Description: ACD calls that were conferenced were double pegging in Agent Performance by Period reports. Conference calls will now not be ACD pegged if there's already ACD call associated.

Modified stats: ACD count decreased

Affected reports: Agent (Group) Performance by period

244654

Description: In instances where same call had both ACD answered and unanswered events from the IVR extension records, we credited both which resulted in ACD double pegging. This is only observable with the HandleInternalAbandonAcdWithFullDigitsDialedAsAnswered option set to true (which is not default).

Modified stats: ACD count decreased

Affected reports: Queue (Group) Performance by Period

244729

Description: Some system routing events were causing errors in pegging calls during conference scenarios.

Modified stats: Handled calls

Affected reports:

Agent (Group) Performance reports

Queue (Group) Performance reports

244780

Description: Calls transferred to a RAD will no longer be considered abandon calls.

Modified stats:

Abandon count may decrease

Total time to abandon may decrease

Total time to answer may increase

Service count may decrease

Calls offered may decrease

Total calls may decrease

Affected reports:

Queue Performance reports

Queue Abandon Spectrum

Queue Abandon vs Answer comparison




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.

Tracking Number

Description

242860

Description: Classification codes entered during transferred calls will now be costed in Business Reporter reports.

Modified Stats: Account code count

Affected Reports:

Account Code Accounting by Account Code

Account Code Accounting by Interval

Account Code Accounting Trace

Extension and Extension group Accounting by Account Code

Employee and Employee Group Accounting by Account Code

Subscriber and Subscriber Group Accounting by Account Code

Employee and Employee Group Billing by Account Code

Subscriber and Subscriber Group Billing by Account Code

229464

Description: In the Extension Now real-time monitor after a call transfer, Non ACD time was being pegged instead of ACD time for extensions which were not part of any Ring Groups.

Modified Statistics: ACD time will increase, and Non ACD time will decrease.

Affected Reports:

Queue Performance reports

Extension Performance reports

Trace reports

NOTE: This behavior is configurable using the manual configuration setting CreditTransferredACDCallsAsACDForAllTransferredSegments

238795

Description: The Agent Short Outbound statistic was not used.

Modified Statistics: The Short Outbound count will increase, Outbound count will decrease.

Affected Reports:

Agent Performance by Period

Agent Group Performance by Period

NOTE: The counts for Outbound and Short Outbound have been split into individual columns, however currently the outbound handling time still includes both.

165007

Description: The Agent Performance By Period report was sometimes showing more ACD calls than an Agent Event by Period report.

Modified Statistics: ACD count may decrease in Performance tables, and increase in Device by Device tables.

Affected Reports:

Agent Performance reports

Extension Performance reports

NOTE: This discrepancy was seen in environments with resilient queues, and may not affect all sites.

240379

Description: In an Agent State real-time monitor, some agents would be displayed as a Non ACD state when they were actually Idle.

Modified Statistics: Agent state will show accurately when Idle.

Affected Reports:

Agent State by Time

Agent State by Position

Agent State by Time by Queue




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.

Tracking Number

Description

218022

Not all Make Busy codes were being correctly pegged if set or removed while the line was in a ringing state. This race condition has been addressed to improve report accuracy.

Reports affected:

Agent Shift reports

Queue Performance reports

Statistics affected:

Increase in Make Busy durations

Decrease in Ringing counts and durations

231780

Improved DNIS crediting logic has been implemented. Previously, some long calls were double-pegged, or incorrectly pegged as non-ACD in error. This occurred for calls regardless of the SMDR Reorder Buffer setting.

Reports affected:

All DNIS reports

Statistics affected:

ACD counts

Non-ACD counts

232419

Some calls were not represented in Lifecycle reports when run against the DNIS device type. The call linking for internal records was enhanced to correct this.

Reports affected:

Lifecycle reports

Statistics affected:

All Lifecycle reports have more accurate linking

Duration and TimeToAnswer statistics are more accurate

232424

The Average Wait Time was not being averaged correctly. Calculations were adjusted to properly account for timing when requeues take place.

Reports affected:

Queue reports

Trunk reports

Statistics affected:

TimeToAbandon and TimeToAnswer may increase slightly (1% or less expected)

Service count may decrease slightly

234674

Calls were not being correctly pegged as ACD when they were generated by an outbound dialer. This crediting error occurred with a specific scenario where the call started with an internal unanswered record.

Reports affected:

Queue reports

Statistics affected:

Increased ACD count (Less than 1% change expected)




CHANGES IN VERSION 7.1.0.1

There were no statistical changes in Version 7.1.0.1.

MiCC for Lync 5.10.8 - Agents are offered multiple calls at the same time; problem is very frequent (many times a day, for many agents)

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Article ID: 52324; - Last Review: Sept 10, 2015

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>

3.  Save, and close Notepad.

4.  After hours, restart the prairieFyre Enterprise Router service.  (It is wait until after hours, because restarting during the day will drop all calls in queue, and will cause irregularities in ACD Event reports for the day.)


Workaround until the Enterprise Router service can be restarted:

Agents who are offered two ringing calls simultaneously should answer one, and click "Ignore" on the other.  The ignored call will be placed back at the front of the queue.

If an agent gets two calls, and then just lets the second one ring until it goes away, the call will still requeue, but the agent may find that they get stuck in a state where they cannot take calls.  If this happens, please use the RESETAGENTSTATE command to reset their state, as described in this KB:  http://micc.mitel.com/kb/KnowledgebaseArticle52272.aspx 


APPLIES TO

MiCC for Lync 5.10.8 ONLY

Keywords:
Multiple calls offered  same time  simultaneous  ringing 5.10.8 MiCC for Lync

7.1.1.X - Default management subroutine is blank in non-english environment

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Article ID: 52242 - Last Review: September 14, 2015

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.

1. Open YourSite Explorer.
2. Go to the IVR Routing section on the left.
3. Open Subroutines.
4. Click the Import button at the top.
5. Browse to [InstallDir]\CCM\Ivr\Sample Callflows\ .  Select the folder for the language you wish to import.
6. Select the Defaul Management Subroutine file.
7. Press CTRL A to select all, then CTRL C to copy.
8. Go back to the blank Default Management Subroutine.  Press CTRL V to paste.
9. Save the default subroutine.


APPLIES TO

IVR 7.1.X.X

Keywords: default management call flow callflow work workflow subroutine missing blank

Supported 3300 ICP releases by CCM versions

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Article ID: 51183 - Last Review: July 17, 2015

INFORMATION

Below is a table displays the supported MiVoice Business (3300) software versions for MiContact Center by version.  Using an unsupported MiVoice Business version can result in performance, reporting, or synchronization errors.  We do not test against unsupported MiVB releases, and do not support them.

Software VersionSupported MiVB (3300 ICP) Release for Synchronization
CCM and IQ 5.3 GARev 7 - Rev 9
CCM and IQ 5.4 GARev 7 - Rev 9
CCM and IQ 5.5 GARev 8 - Rev 9
CCM and IQ 5.5 SP3Rev 8 - MCD 4.0 (With the installation of KB27061)
CCM and IQ 5.6 GARev 8 - MCD 4.0
CCM and IQ 5.7 GARev 8 - MCD 4.0
CCM and IQ 5.7 SP1 Rev 8 - MCD 4.2 (with Hotfix Rollup KB41351)
CCM and IQ 5.8 GARev 8 - MCD 4.2
CCM and IQ 5.8.0.7Rev 8 - MCD 4.0 SP3, MCD 4.2, MCD 5.0 (base version only)
CCM 6.0.0.0 and IQ 5.8.0.9MCD 4.0 SP4, and MCD 5.0 through MCD 5.0 SP1
CCM 6.0.1.0 and IQ 5.8.0.9MCD 4.0 SP4, and MCD 5.0 through MCD 5.0 SP2 PR1
CCM 6.0.1.1 and IQ 5.8.0.9MCD 4.0 SP4, and MCD 5.0 through MCD 5.0 SP2 PR2
CCM 6.0.2.0 and IQ 5.8.0.9MCD 4.0 SP4, MCD 5.0 through MCD 5.0 SP2 PR2, and MCD 6.0
CCM 6.0.2.1 and IQ 5.8.0.9MCD 4.0 SP4, MCD 5.0 through MCD 5.0 SP2 PR2, and MCD 6.0
CCM 6.0.2.2 and IQ 5.8.0.9MCD 4.0 SP4, MCD 5.0 through MCD 5.0 SP2 PR2, MCD 6.0, and MCD 6.0 SP1
CCM 6.0.2.3 and IQ 5.8.0.9MCD 4.0 SP4, MCD 5.0 through MCD 5.0 SP2 PR2, MCD 6.0 through MCD 6.0 SP2
CCM 6.0.3.0 and IQ 5.8.0.9MCD 4.0 SP4, MCD 5.0 through MCD 5.0 SP2 PR2, MCD 6.0 through MCD 6.0 SP3, MCD 7.0 through MCD 7.0 SP1
CCM 7.0.0.0 and IQ 5.8.0.9MCD 4.0 SP4, MCD 5.0 through MCD 5.0 SP2 PR2, MCD 6.0 through MCD 6.0 SP3, MCD 7.0 through MCD 7.0 SP1
CCM 7.0.1.0 and IQ 5.8.0.9MCD 4.0 SP4, MCD 5.0 through MCD 5.0 SP2 PR2, MCD 6.0 through MCD 6.0 SP3, MCD 7.0 through MCD 7.0 SP1
CCM 7.1.0.0
MCD 6.0 SP3, MCD 7.0 through MCD 7.0 SP1
CCM 7.1.0.1MCD 6.0 SP3, MCD 7.0 through MCD 7.0 SP1
CCM 7.1.1.0MCD 6.0 SP3, MCD 7.0 through MCD 7.0 SP1
CCM 7.1.1.1 MCD 6.0 SP3, MCD 7.0 through MCD 7.0 SP1 
CCM 7.1.2.0MCD 6.0 SP3, MCD 7.0 through MCD 7.0 SP1, and MCD 7.1*
CCM 7.1.2.1MCD 6.0 SP3, MCD 7.0 through MCD 7.0 SP1, and MCD 7.1*

*MCD 7.1 PR1 is not compatible with MiCC CCM.  We are correcting this in MCD 7.1 PR2.CCM 7.1.3.0MCD 6.0 SP3, MCD 7.0 through MCD 7.0 SP1, and MCD 7.1*
*MCD 7.1 PR1 is not compatible with MiCC CCM.  We are correcting this in MCD 7.1 PR2.

You can lookup the MCD version by build number here:  KB51645

NOTE: As of Version 7.1.0.0 we no longer support interfacing with an Intelligent Queue (IQ) server.

Keywords:  3300 ICP synchronization supported releases PBX Firmware MCD


HotFix KB271951 - QueueNow monitor shows Ring Groups with ghost calls

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Article ID: 52325 - Last Review: September 15, 2015

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 

Keywords: 271951 KB271951 queue now queuenow monitor ringgroup ring group ghost call stuck calls waiting longest

HowTo - Reset your profile layout in Ignite

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Article ID: 52326 - Last Review: September 15, 2015

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. 

Keywords: profile layout ignite corrupt default

MiCC for Lync: How To control the Enterprise Router service with commands

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Article ID: 52272 - Last Review: April 30, 2015

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.


Case 2: You get the a "not authorized" response when you issue commands to the Enterprise Router.

The "not authorized" response looks like this:

prairieFyre Enterprise ACD at frontend1.christina.local 9:08 AM
Error: you are not authorized to send commands to the enterprise routers

To resolve this problem:
1. Open YSE > Employees and local the Employee being used to chat with the Enterprise Router.

2. In the properties for the user, go to the User Account tab, then scroll down to the Security section, and change the Security Role to “Enterprise Administrator.

3. Save.

4. Go back to Lync, and close the chat window with the Enterprise Router. Wait about 60 seconds, then open a new chat window with it.

You should now be able to issue commands to the router.



LIST OF AVAILABLE COMMANDS

General System Commands:

  • help - gives this list of commands; however the list in alphabetical order, rather than functional order, and it does not include an explanations of what each command does.
  • system - gives general system stats


Queue-Directed Commands:

Usage: All queue-directed commands require the queue’s SIP address as an argument, in the form  command queueSIPaddress@sipdomain.domain

  • qstat - Displays the following stats about a queue: Longest call waiting; calls waiting; number of idle agents
  • qcallinfo - Displays a list of calls for a specified queue

  • qopen - Removes the DND status on a specified queue and initializes that queue if it is in a non-initialized state
  • qclose - Set the DND status on a specified queue


MKB / DND Commands that act on all the agents attached to a specified queue, but not on the queue itself:

Usage:

The set commands require two arguments – first, the SIP address of the queue who's agents are being acted upon; and second, the the reporting number of the DND or MKB code to set on the agents.

The remove commands require only the SIP address of the queue who's agents are being acted upon.

  • setqueuemkb - Sets all the agents that are associated to the specified queue into a specified MKB state
  • removequeuemkb - Removes the MKB state of all agents that are associated to the specified queue

  • setqueuednd - Sets all the agents that are associated to the specified queue into a specified DND state
  • removequeuednd - Removes the DND state of all the agents that associated to the specified queue


Individual-Agent -Directed Make-Busy / DND Commands:

Usage:

The set commands require two arguments – first, the SIP address of the agent are being acted upon; and second, the the reporting number of the DND or MKB code to set on the agents. For example: setmkb christina@sipdomain 10

The remove commands require only the SIP address of the agent being acted upon.

  • setmkb - Sets the specified agent into a specified MKB state
  • removemkb - Removes the MKB state of the specified agent

  • setdnd - Sets the specified agent into a specified DND state
  • removednd - Removes the DND state the specified agent


Agent Group-Directed Make-Busy / DND Commands:

A bit like Monitor Control; used to set or remove MKB on an entire agent group at once.  Usage: 

The set commands require two arguments – first, reporting number of the agent group; and second, the the reporting number of the DND or MKB code to set on the agents. For example: setmkb 150 10

The remove commands require only the reporting number of the agent group.

  • setgroupmkb - Sets all the agents in the specified agent group into the specified MKB state
  • removegroupmkb - Removes the MKB state of all the agents in the specified agent group

  • setgroupdnd - Sets all the agents in the specified agent group into the specified DND state
  • removegroupdnd - Removes the DND state of all agents in the specified agent group


General Agent-Directed Commands:
Usage: All agent-directed commands require the Agent’s SIP address as an argument, in the form command agentSIPaddress@sipdomain.domain

  • resetagentstate - Resets the agent state of an agent who's state has gone stale; for more details, see KB ________ (KB to follow)
  • alogin - Makes a specified agent available to ACD and makes him available to all their default ACD Agent Groups

  • alogout - Logs a specified agent out of all of his currently logged in agent groups
  • removegroupdnd - Removes the DND state of all agents in the specified agent group


Agent Group Presence Commands:
Usage: These commands require two arguments – first, the SIP address of the agent, and second, the reporting number of the agent group. For example: ajoin christina@sipdomain 123

  • ajoin - Makes a specified agent join a specified agent group usage (i.e. makes them present in the group)
  • aleave - Makes a specified agent leave a specified agent group usage (i.e. makes them absent in the group)


Agent Group-Directed Commands for Agent Group Presence:
Usage: The agentgrouplogin command require the Agent Group’s reporting number as an argument

  • agentgrouplogin - Makes all the agents of the specified agent group join that group

APPLIES TO

CCM for Lync


Keywords:

“Enterprise Router” “Oranda” “Router” “commands” “Lync” “Chat” “prairieFyre Enterprise ACD”

HotFix KB271953 - Remote IVR reporting the error "There were not enough free threads in the ThreadPool to complete the operation"

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Article ID: 52327 - Last Review: September 17, 2015

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 

Keywords: remote IVR port ports free threads threadpool

MiCC for Lync: Contact Center Client generates error upon opening, or when you click anything

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Article ID: 52270 - Last Review: September 17, 2015

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)…
This is the beginning of the error you will get if you click to add any other Real-Time monitor, or on a menu:
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)…
If you open Contact Center Client using a desktop shortcut to a saved profile, that profile’s monitors will load, but you won’t be able to add new monitors or use the menu options.

The problem is specific to a user. If another user starts and signs into Contact Center Client on the user’s computer, the problem will not happen for the other user. The problem will usually happen for the user on the CCM server as well, though this may not be the case if the user’s computer’s OS is in a different language than the OS of the CCM server (please see the cause section for more details on this).

Affected users will also be unable to successfully open YourSite Explorer (see KB 52271).

CAUSE

The affected user’s language preference in CCMWeb > My Options > My Preferences is set to a language other than “English - North America”.

Contact Center Client and YourSite Explorer are only supported when the language preference is “English US”, so users using these applications must set their language preference to “English US” in CCMWeb > My Options in order to use these applications.

This limitation is scheduled to be removed in MiCC Version 8.0.

Please note that:

  • English - United Kingdom is not a supported language for Contact Center Client and YourSite Explorer.
  • CCMWeb and Ignite currently support all language options available in CCMWeb.

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).

4. At the top, click "Execute".

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:

“Contact Center Client” “CCC” “Lync” “DeviceSelectionPage” “Syncfusion” “System.IO.FileNotFoundException” “Error” “Critical error” “fatal” “fatal error” “Language” “CCMWeb” “real time” “real-time” “monitor” “menu” “file”
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