PROBLEM / SYMPTOMS

After upgrading from CCM 6.x or prior to CCM 7.x, or after applying a new security role, the Add/Remove device IDs window for any Agent State monitor in CCC shows Agent Groups, on the right, but no Agents. If you checkmark one of the available Agent Groups and click OK, no agents are visible.
Alternatively, after upgrading from CCM 6.x or prior to CCM 7.x, Agent State monitors in existing saved CCC profiles show no agents.

CAUSE

There is a Security Role applied to the user who has opened CCC, and the Security Role is configured to limit the devices that can be viewed to those in a Security List of type “Device List”. The Security List includes the Agent Group, but not a corresponding Employee Group.

We are moving towards an Employee-based security filtering model as of CCM 7. This means that, as of CCM 7.x, any Security List (Device List) that includes an Agent Group must also include an Employee Group (containing the Employees that correspond to each Agent in the Agent Group) as well, in order for people limited to viewing devices on that list to be able to view the Agents in the Agent Group in a CCC Agent State monitor.

RESOLUTION

To resolve the issue:

1. Go to YSE > Employees, and find the Employee of the user using CCC.
2. In the properties for that employee, go to the User Account tab, and check out the contents of the Security Role field.

1. Go to YSE > Security Roles and select the role from 4b. Click “Edit”.
2. Go to the Advanced tab of the Security Role, and note the contents of the “May view real-time information on the devices contained in this list only” field. That is the name of the Security List which must be changed.

1. Go to YSE > Security Lists, and click to expand “Device Lists”; click on the name of the list from 5b.
2. Click on the Members tab, and choose Filter by: Employee Group. Select the name of the Employee Groups you created for this purpose in step 3. Remember to save changes.

1. In YSE, go to the Tools tab at the very top.
2. On the left, click “Reset Clients”. Nothing will appear to happen. Wait 15 seconds.
3. Click “Re-synchronize Clients”. Again, nothing will appear to happen.
4. Wait approximately 60 seconds, and then have the user log out of and back into CCC/

APPLIES TO

CCM version 7.0.0.0 and newer.

PROBLEM / SYMPTOMS

YourSite Explorer generates the following error when opening:

eError 3/27/2015 2:33:14 PM Unhandled exception System.NullReferenceException: Object reference not set to an instance of an object. at YourSiteExplorer.Pages.CategoryPageBase.unhookEvents() in e:\TeamBuild\CCS\5.10.6.0_YourSiteExplorer\src\Source\Applications\YourSiteExplorer\Pages\CategoryPageBase.cs:line 2504 at YourSiteExplorer.Pages.CategoryPageBase.BeforeDispose() in e:\TeamBuild\CCS\5.10.6.0_YourSiteExplorer\src\Source\Applications\YourSiteExplorer\Pages\CategoryPageBase.cs:line 2800...

PROBLEM / SYMPTOMS

Reports that you have run do not appear in CCMWeb > Report Inbox > Today’s Reports.

If you check the MiCC server’s hard drive, the reports are present in the FlexReports folder (default location: C:\program files (x86)\prairieFyre software inc\ccm\PersistedReports\FlexReports.
 
NOTE: All reports run  by any user will be present in this folder regardless of whether they are Flex Reports or the pre-packaged reports.

CAUSE

We have observed this problem in situations where Contact Center Management was installed without User Account Control first being disabled in the registry (disabling it in the Graphical User Interface is not sufficient in Server 2012). This requirement is documented in the CCM Installation Guide (for versions 6.x, and version 7.1.2 onwards; it is a requirement for all MiCC Versions, including 7.0.x and 7.1.1.x).

User Account Control being not being disabled in the registry prior to installation can cause other installation problems in some cases; an uninstall and reinstall may be necessary in some cases, but if this is the only symptom, you may want to try the resolution below first.

RESOLUTION

If User Account Control has not been disabled in the registry, and the only symptom being seen is that the Report Inbox > Today’s Reports does not populate, disabling User Account Control in the registry has been known to resolve this issue. Please follow these steps:

1. On the CCM server, go to Start > regedit.exe

2. Go to HKey_LOCAL_MACHINE > Software > Microsoft > Windows > Current Version > Policies > System

3. In the center pane, double-click on EnableLUA. Change the value to 0.

4. Restart the computer.


To test:

Run another report, and then see if it shows up in the Report Inbox > Today’s Reports section.

Please note that previously-run reports will not show up. You would need to run them again, or retrieve them from the Flex Reports folder (\ccm\PersistedReports\FlexReports).

If the Today’s Reports section still does not populate, please go back to the registry and check that the value of EnableLUA is still 0 (Windows Group Policies can change it back to 1 during reboot).

APPLIES TO

CCM installed on Windows Server 2012

PROBLEM / SYMPTOMS

The Contact Center Client Agent State Real-Time Monitor shows the agent's Lync presence as "Unknown", as shown in the image below:

CAUSE

In MiCC for Lync 5.10.x, Contact Center Client (CCC) pulls agents' Lync statuses directly out of the Lync client running on that PC.  This means that you need to have the Lync client open and signed in on your PC in order to see any Lync statuses in Contact Center Client.  (Ignite does not need to be running, however; just Lync itself).

Additionally, the Lync client only actively monitors the presence states of Lync users who are in your Contacts Lists within the Lync client (Favorites, Other Contacts, or any custom lists you've configured).  In order for CCC to pull agent states from the Lync client, Lync needs to be actively monitoring their presence; so you need to have all agents whose Lync status you want to see in CCC in a contact list in Lync, and have Lync running, in order for it to work. 

As an example, if Jane is trying to see the status of an agent named Wilson in Contact Center Client:

Requirement 1: Jane must have the Lync Client open her PC. 

Requirement 2: In the Lync Client, Jane must have Wilson's Lync user in her "Favorites", his “Other Contacts” list, or a custom list.  

RESOLUTION

To resolve the issue:

1. Open Lync on the client your PC, if it’s not open.

2. Search for the Lync user associated with the agent you want to view, and then right-click it and select Add to Contact List (you can choose Favorites, Other Contacts, or any custom list you have configured in Lync).   

If you don't find the user by searching by name, try searching by SIP address. The SIP address can be found in YourSite Explorer > Employees.)

If the update does not happen, verify that you can see the Lync users' presence in the Lync client, then close Contact Center Client, wait 30 seconds, and reopen it.

APPLIES TO

MiCC for Lync version 5.10.x

PROBLEM

On an MiCC for Lync 5.10.x system, new ACD-enabled Employees do not show up in the "Available Members" column for an Agent Group, even after refreshing, or closing and reopening the tab. Frequently, the employee will show in the Available Members column for some groups, but not others. The employee is enabled for ACD (in YSE > Employees).

SYMPTOMS

If you scroll down to see the very bottom of the Agents Available column for an affected Agent Group, you will notice it will say something like "Displaying agents 1 - 99 out of 108. Page 1 of 1."

The new employee is on a Page 2 that you cannot select.

WORKAROUND

To work around the problem:1. In YSE > Agent Groups, move any employee from the Available column to the Members column. You don't need to save. Scroll to the bottom of the Available column - an option to go to Page 2 of the Available Members will now be visible. Your missing member is on that page.3. Add the desired agent, and then remove the agent you put in in Step 1.4. Save.

RESOLUTION

This problem has been identified as a bug in MiCC for Lync 5.10.0 to 5.10.7. A fix has been included in 5.10.8, due for release in summer 2015. (The bug number is 246857.)

APPLIES TO

MiCC for Lync 5.10.0 through 5.10.7

PROBLEM

You have a lot of callback requests, and you would like to clear them all. Right-clicking each one in the Contact Center Client Callback Monitor would take a long time.

INSTRUCTIONS

NOTE:  There is no 'save' prompt in SQL, nor any Undo function.  We recommend taking a backup via the Contact Center Client before making any changes in SQL.

1. First, open ContactCenterClient and go to Tools > Management > Configuration and create a backup of your current configuration.

2. Verify that SQL Server Management Studio is installed. 

You should see the shortcut under Start > All Programs > Microsoft SQL Server > SQL Server Management Studio, as shows below.

If you do not see SQL Management Studio, please check which version of SQL you have, and please download and install the appropriate version from Management Studio from Microsoft. You can easily find the appropriate download by Googling "SQL Management Studio 20__" (where 20__ is your version of SQL).



3. Open SQL Management Studio and connect to the SQL instance for your CCM installation (generally, this will happen automatically; if it does not, you can find the instance name and credentials [if needed] in the Registry, under HKEY_LOCAL_MACHINE > SOFTWARE > wow6432Node > prairieFyre software inc > CCM > Enterprise - Connection String; be careful not to modify this value).

4. In SQL Management Studio, click on the New Query button at the top, near the left side.

5. In the new query, copy in the following text:

use CCMData
DELETE FROM tblAction_VWM_CallbackRequest

5. Click Execute button at the top.


This will clear all callback requests.

APPLIES TO

CCM all versions.

PROBLEM

When running the 5.10.x installer (to install the MiCC for Lync product), you encounter a script error that says "An error has occurred with the script on this page." and quotes this URL: file:///C:/CIS_5.10/sp7/src/Help/Pre-Reqs_Enterprise_Server.htm

CAUSE

The file that shows you the splash screen for the 5.10.x installer, Splash.hta, has been opened with Internet Explorer, rather than with the Microsoft (R) HTML Application host, and, as a result, the installer is working from the wrong directory and cannot find its own files. This will happen if the default mapping for opening .HTA files is set to Internet Explorer.

SOLUTION

1. In the error screen, click "Yes", then close the installer.

2. Go to C:\CIS_5.10\sp7 and right-click "splash". Choose Open With > Microsoft (R) HTML Application host.

The installation should now proceed normally.

ALTERNATIVE WORKAROUND

If you cannot use the solution above (because, for example, you cannot find Microsoft (R) HTML Application host on your server), please try the following workaround:

1.  Go to C:\CIS_5.10\sp7 and double-click dotNetCheck.bat. 

The Enterpise Server install should now proceed normally.

APPLIES TO

MiCC for Lync (all versions)

PROBLEM

In Contact Center Client, the IVQ Monitor's Abandoned Media section shows a lower number of calls than the Queue Now Monitor's Abandoned Calls column.

CAUSE

Calls where the caller hangs up while the call is ringing at an agent station will not peg as Abandoned in the IVQ Abandoned Media grid, but may peg in the Abandon column of the Queue Now Monitor (provided the total call duration is greater than the short abandon cut off).

This disparity is because the IVQ monitor is built on the MiTAI data stream, and the Queue Now Monitor is built on the SMDR data stream.  The MiTAI data stream interprets calls that are ringing at an agent station as out of the queue, and therefore does not report calls that abandon while ringing at an agent station as abandons for the queue.  The SMDR data stream, on the other hand, interprets the call as being in the queue until the moment the agent actually picks up, so it does report calls that abandon while ringing at the agent station as abandons for the queue.

SUMMARY – Which Monitor / Report Shows What:

The Queue Now Monitor's Abandon column shows:

• Abandoned calls where the caller abandoned while hearing the queue RADs or hold music, which were in the queue for longer than the short abandon threshold* for the queue. 

• Abandoned calls where the caller abandoned while the call was ringing at an agent station, whose combined time in the queue and ringing at the agent was longer than the Short Abandon Threshold for the queue.  (See note below for an explanation of Short Abandon threshold.)

• Abandoned calls where the caller abandoned while they were in the queue, regardless of how long they were in queue (including those that abandoned before the Short Abandon Threshold cutoff); but NOT calls that were abandoned while ringing at an agent station.  

• All calls where the caller abandoned while in queue AND all calls where the caller abandoned while ringing at an agent station.

a. Open CCC with an account that has the right to view the Data Inspectors.  (_admin will usually have this right.)

b. Click on the Tools tab at the top of CCC, and choose “Inspectors”.

c. The “Data Inspectors” window will open.  At the top of this window, choose “ACD Inspector”.

d. Click “Select Dates” (near the top-left” and choose the date in question.  

e. In the “Select media servers” section, choose the media server(s) on which the ACD agents reside.

f. Click “Start Search”.

g. In the search results window, click on the drop-down arrow beside the column heading “Function/Event”, and choose “Agent Ringing ACD”.

h. Look for an Agent Ringing ACD event that is either at the exact time as your chosen abandoned call, or immediately before.  Note the value in the Agent ID column.

i. Click on the drop-down arrow beside the column heading “Agent ID”, and choose the Agent ID from part h.

j. Now, click on the drop-down arrow beside the column heading “Function/Event”, and choose “Agent Answer ACD”.

Please follow the instruction included in the attached doument.

PROBLEM

Routing Media, RoutingInbound, or RoutingOutbound services are using an excessive amount of CPU and/or Memory resources.  The SQL database may also be growing rapidly.

CAUSE

Branch reporting is enabled and a large amount of data is being processed and sent to the reporting database.

WORKAROUND

You can control what information is processed and sent to SQL for reporting using manual configuration options.

1. Determine which services need to be configured by checking the resources in Task Manager.  If you are only troubleshooting the SQL database size, determine what branch reporting you will need, and plan to exclude the rest.
2. Open the configuration file for the service.  These are found in:

• [InstallDir]\CCM\Services\RoutingInboundService\  for the RoutingInbound service.  The Configuration file is called RoutingInboundService.exe.config.
• [InstallDir]\CCM\Services\RoutingMediaService\  for the RoutingMedia service.  The Configuration file is called RoutingMediaService.exe.config.
• [InstallDir]\CCM\Services\RoutingOutboundService\  for the RoutingOutbound service.  The Configuration file is called RoutingOutboundService.exe.config.
• [InstallDir]\CCM\Services\RoutingUPiQService\ for the RoutingUPiQ service.  The Configuration file is called RoutingUPiQService.exe.config.

3. Go to the line: <sectionGroup name="applicationSettings" type="System.Configuration.ApplicationSettingsGroup, System, Version=4.0.0.0, Culture=neutral, PublicKeyToken=b77a5c561934e089">
4. Insert the following directly underneath:

<section name="prairieFyre.Routing.Common.Properties.Settings" type="System.Configuration.ClientSettingsSection, System, Version=4.0.0.0, Culture=neutral, PublicKeyToken=b77a5c561934e089" requirePermission="false" />

5. Go to the line:  <applicationSettings>
6. Insert the following directly underneath:

<prairieFyre.Routing.Common.Properties.Settings>
      <setting name="NonReportableWorkflowTypes" serializeAs="Xml">
        <value>
          <ArrayOfString xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema">
                                                <string>Voice</string>
                                                <string>Outbound</string>
                                                <string>Media</string>
                                                <string>Agent</string>
                                                <string>Inqueue</string>
                                                <string>EmailInqueue</string>
                                                <string>EmailAgent</string>
                                                <string>ChatInqueue</string>
                                                <string>ChatAgent</string>
          </ArrayOfString>
        </value>
      </setting>
</prairieFyre.Routing.Common.Properties.Settings>

7. Modify the String entries to list what branch reports you wish to exclude for this service.  Simply remove those that you either want to report on, or do not apply to the service being modified.  The values have the following meanings and services:

• Voice:  This excludes IVR Inbound workflows.  Use this with the RoutingInbound service.
• Outbound:  This excludes IVR Outbound workflows.  Use this with the RoutingOubtound service.
• Media:  This excludes InQueue Media workflows.  Use this with the RoutingMedia service.  (new in MiCC Version 8.0)
• Agent:  This excludes InQueue Agent workflows.  Use this with the RoutingMedia service.  (new in MiCC Version 8.0)
• Inqueue:  This excludes InQueue workflows.  Use this with the RoutingUPiQ (for Mitel) / RoutingMedia (for SIP) services.  (SIP is new in MiCC Version 8.0)
• EmailInqueue:  This excludes Email InQueue workflows.  Use this with the RoutingMedia service.
• EmailAgent:  This excludes Email Agent workflows.  Use this with the RoutingMedia service.  (new in MiCC Version 8.0)
• ChatInqueue:  This excludes Chat InQueue workflows.  Use this with the RoutingMedia service.
• ChatAgent:  This excludes Chat Agent workflows.  Use this with the RoutingMedia service.  (new in MiCC Version 8.0)

8. Save the config file.
9. Restart the service who's config file was modified.
10. Repeat steps 2 through 9 for each service you wish to modify.

NOTE:  This configuration option does not currently allow for the exclusion of Email Outbound or Chat Outbound workflows.

EXAMPLE:  If you wanted to exclude only Outbound IVR workflow data, the configuration on step 6 would look like the following:

<prairieFyre.Routing.Common.Properties.Settings>
      <setting name="NonReportableWorkflowTypes" serializeAs="Xml">
        <value>
          <ArrayOfString xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema">
                                                <string>Outbound</string>
          </ArrayOfString>
        </value>
      </setting>
</prairieFyre.Routing.Common.Properties.Settings>

This configuration change would have been applied to the RoutingOutboundService.exe.config file.
 

APPLIES TO

MiContact Center Version 7.1.3.0 and newer. 

PROBLEM

When installing the MiContact Center software onto a server using a remote SQL instance, you encounter an error. 

SYMPTOMS

An error will be thrown that looks like the following:

Error     2014-Aug-21 14:19:29.017   Exception caught while attempting to execute task: System.IndexOutOfRangeException: Index was outside the bounds of the array.
   at Microsoft.SqlServer.Management.Smo.SqlPropertyMetadataProvider.PropertyNameToIDLookupWithException(String propertyName, PropertyAccessPurpose pap)
   at Microsoft.SqlServer.Management.Smo.SqlSmoObject.GetDbComparer(Boolean inServer)
   at Microsoft.SqlServer.Management.Smo.SqlSmoObject.InitializeStringComparer()
   at Microsoft.SqlServer.Management.Smo.AbstractCollectionBase.get_StringComparer()
   at Microsoft.SqlServer.Management.Smo.SimpleObjectCollectionBase.InitInnerCollection()
   at Microsoft.SqlServer.Management.Smo.SmoCollectionBase.InitializeChildCollection(Boolean refresh)
   at Microsoft.SqlServer.Management.Smo.SmoCollectionBase.Refresh(Boolean refreshChildObjects)
   at prairieFyre.ConfigurationWizard.Tasks.SqlTask.SqlTask.CreateDatabase(String aScriptName)
   at prairieFyre.ConfigurationWizard.Tasks.SqlTask.SqlTask.Process()
   at prairieFyre.Configuration.TaskManagement.Task.Process()
   at prairieFyre.Configuration.TaskManagement.TaskList.processTask(Task t)  

CAUSE

Your local SQL instance is missing some required management objects. 

RESOLUTION

Ensure that SQL 2012 or newer is installed on the local server with an instance name of SQLEXPRESS.  Management Studio must also be installed locally before installing the MiContact Center software. 

APPLIES TO

7.X 

INFORMATION

This article describes the SMDR Reorder Buffer configuration available in MiContact Center.

SMDRReorderBufferReleaseIntervalInSeconds:  This configuration variable was designed for linking SMDR events together to give a more accurate statistical value.

During Realtime: By Default, this value is 5 seconds.
During Resummarization: By Default, this value is 20 minutes. (20 minutes * 60 seconds = 1200 seconds)

The reason for the different values is that the Statistical Engine will wait for the configuration time before performing the calculations necessary for the statistics it needs to update.  This allows us to check in the past during a small window and double check certain conditions to make sure that the pegging is accurate.

For Realtime, the value is small to allow the statistics to update within 5 seconds of a call being finished.  You can see this delay if you perform your own test call.  Regardless of Abandoning, Answering, etc, watch the Queue Now monitor where the Call went and once the call is completed, sometime shortly after the 5 seconds have past, your Queue Now will update accordingly.  This is due to the SMDRReorderBufferReleaseIntervalInSeconds being 5 seconds, the system waited 5 seconds for anything else and then calculated the appropriate peg.
 
Nightly/Manual Summarization is less of a concern, this is why you can see slight differences between the values you see during the day and the values in the reports the next day, (or after a manual summary is performed)
20 minutes was determined many years ago to be a decent average call length.  It has been increased by other customers due to longer average call times and it can be a benefit to do so if you know you have calls longer than 20 minutes on average.

Increasing the value does increase memory usage of the Data Processor as the Service will hold the events in memory longer before processing the statistics and flushing them out.  Be wary of setting the value to 24 hours (24 hours * 60 minutes * 60 seconds = 86400 seconds), in a heavy traffic site, this can cause an Out Of Memory as everything will be held in memory until all of the data files have been loaded.

We have seen a few instances where the configured 5 seconds for Realtime has caused some problems due to SMDR events, the major symptom found was that it looks like SMDR based Statistics would stop updating, but the rest of the system was working, this has been seen sometimes up to 3 to 4 hours long.  We've found setting the value smaller has fixed the problems, just remember that the Realtime statistics can become less accurate.  Trigger a Manual Summary, or waiting for the Nightly Summary and running Reports will produce the correct Statistics.

There have been instances where the Realtime value was configured to 0 seconds.  This is a valid config, but it does and will effect the CallBack pegging in the Queue/Queue Group Now Monitors.  CallBacks require looking into the past to validate the peg, and if you set the SMDRReorderBufferReleaseIntervalInSeconds to 0 seconds, the Enterprise Server will not have anything in memory for the past to validate against so it'll never peg in Realtime.

CHANGING THE SETTING

NOTE:  Depending on whether you are changing this value for Realtime or Data Summarization you will need to update a different service.  See below for details.

1. Go to [InstallDir]\CCM\Services\DataProcessor\ for Data Summarization, or [InstallDir]\CCM\Services\EnterpriseServer\ for Realtime.
2. Make a copy of DataService.exe.config or prairieFyre.Services.EnterpriseServer.exe.config as a backup.
3. Edit DataService.exe.config or prairieFyre.Services.EnterpriseServer.exe.config in notepad.
4. Locate the line <add key="SMDRReorderBufferReleaseIntervalInSeconds" value="##" /> where ## is the current value.
5. Edit the number beside value= to the desired time.
6. Save the file.
7. Ensure that the Data Processor service is stopped, or .NET Enterprise Server service is restarted.
8. Re-summarize the data you want to apply the new SMDR Reorder Buffer value to (for Data Summarization.  All new data coming in will be affected for Realtime).

APPLIES TO

6.0, 7.0, 7.1 

PROBLEM

In the rules section of YourSite Explorer, if you copy a rule and then change that rule it will modify the original rule as well. 

EXAMPLE

1. You create a Rule called one.
2. In the Routing Rules add a DNIS of 1111.
3. In the variables add a variable and make it 1.
4. Save the Rule.
5. Highlight the one rule and copy and paste it.
6. The new rule is called one-copy and is bold, indicating it has unsaved changes (note the existing rule called one is not darkened at this point).
7. In the new rule called one-Copy change the DNIS from 1111 to 2222.
8. Save the new one-copy rule.
9. The original rule, one is now bold, indicating that the rule has unsaved changes.  If you check this rule the DNIS is now 2222, having picked up the change to one-copy in error.

WORKAROUND

At this time, we recommend that you create new rules instead of copying and pasting them.

RESOLUTION

We plan to resolve this issue in our upcoming MiCC Version 8.0 release. 

APPLIES TO

7.1.X.X 

INFORMATION

To use SSL with a self signed certificate a binding for the port most be added using IIS Manager.  Use the following steps:
1.  Open the Internet Information Service (IIS) Manager.
2.  Expand the list at your PC name.
3.  Expand the list at Sites.
4.  Right-click Default Web Site.
5.  From the menu list select Edit Bindings.
6.  In the Site Bindings window select the Add button.
7.  From the Type drop down menu select https.
8.  In the IP address edit box, leave everything All Unassigned.
9.  In the Port edit box enter 7004.
10. From the SSL certificate drop down menu select your certificate from and internal or external certificate authority.
11. Click the OK button.  The Site Bindings window should now include your new binding.
12. Click the Close button.
13. In the File menu select Exit to leave the IIS Manager.
14. Restart the IIS service by going to a Command Prompt and entering IISRESET.

APPLIES TO

7.X

INFORMATION

This is the industry standard for the EWT calculation:

Calculation A:
If there are Devices Available to answer:
 (Average Talk Time * Position In Queue)/Agents Available
 
Calculation B:
If there are no Devices Available to answer:
 (Average Time To Answer * Position In Queue)
 
We added this to prevent 0 seconds EWT when there are no statistics due to a new day and nothing populated yet. If Average Talk Time or Average Time To Answer are 0... the default is 60 seconds. 

PRE-7.1.3.0 VERSIONS OF MiCC

Estimated Wait Time was originally only fully calculated on the Enterprise Server for the Queue Now monitor. 

This carried a severe limitation with it:  It was calculating the EWT for the final position in Queue only for both calculations A and B.  This functions correctly for the Default UPiQ (Updated Position in Queue), but IVR can output the EWT within a Workflow as well as Chat.  These showed only for the currently placed calls in Queue.

Since a call in IVR has not yet been transferred into the Queue, the calculations are not yet correctly populated.  Chat starts calculating while you are still entering your details on the landing page, which means you haven't even entered the queue yet here either.

For both IVR and Chat, the EWT would be shown for the last person in queue. If there was no-one in queue, it would show an EWT of 0, which was incorrect.

The default of 60 seconds as a base value had not been implemented yet, so at the start of a day when all of the stats are zero all EWTs would show 0.

Checking for number of Idle agents became invalid as an Agent dialing Outbound would show still as Idle, and originally we would have an EWT of 0 here as well.

MiCC 7.1.3.0 AND NEWER

The Enterprise Server now calculates whether the current EWT base value should be calculated on the Average Talk Time or the Average Time To Answer and sets the value into the Queue Now Monitor accordingly.
 
Each of the three services (IVR, UPiQ, and Chat) then finish the calculations as follows:

UPiQ:  Since UPiQ is telling the call his EWT according to his position, UPiQ grabs the time that exists in the Queue Now monitor.  It then multiplies it by the Position the Call is sitting in the Queue, then divides it by the Number of Agents Available.

• If Agents Available is > 0, it uses Calculation A
• If Agents Available is 0, then it uses Calculation B

IVR: Inbound IVR flows can give the caller notice of what the EWT would be if they enter the Queue. The IVR needs to adjust the Position In Queue to simulate the caller being in queue.  IVR takes the EWT value in the Queue Now Monitor, and also gets the number of calls waiting in the Queue.  IVR adds 1 to the Calls Waiting to simulate that the call is already in Queue. It then multiples the EWT by the newly adjusted internal Calls Waiting, then divides it by the Number of Agents Available.

 
Chat:  Chat uses the same calculations as the IVR above.
 

APPLIES TO

MiCC 7.X 

PROBLEM

A user with a Security Role that contains a Device List cannot see some devices in the Contact Center Client.

SYMPTOMS

The Security Role is configured to allow access only to certain devices.  It contains both a list of allowed Agents or Extensions, and contains an allowed Employee Group. 

CAUSE

Only devices covered by all lists in the Device List are permitted.  Because Agents or Extensions can be associated to an Employee, this means that the Employee Group can block devices that exist in other lists.

For example:

For simplicity's sake in the example, agents and extensions are associated to the employee of the same number.

• If you have an Employee Group containing Employees 1, 2, and 3.
• You allow access to Agents 1, 2, and 3.
• You allow access to Extensions 1, 2, 3, and 4 (associated to Employee 4).

You will only be able to see Employees, Agents, and Extensions 1, 2, and 3.  Extension 4 will be blocked, even though it exists in the Extension section, because the Employee List does not contain the Employee associated, and therefore actively blocks it.

RESOLUTION

If using Employee Groups in your Device List, ensure that all other Agents and Extensions are associated to employees contained in that group. 

APPLIES TO

7.X and newer 

Article ID: 52334 - Last Review: September 27th,2015

INFORMATION

After a successful MiContactCenter installation, or during normal business operations, it may be requiredto manually re-run the MiContact Center Redistributable Packager (MiCC RedistPackager).

WARNING: Running theredistributable packager can have adverse effects on your MiContact Centerdeployment, and should only be run at the direction of support staff, or usedby certified MiContact Center technicians.

The MiCC Redist Packager can befound in the following directory:

<InstallationDrive>\Program Files (x86)\Mitel\MiContactCenter\PFInstaller\MiCC.Redist.Packer.exe

The MiCC Redist Packager can berun by simply running the application which will perform the followingoperations:

1. 7Zip the applications and services folders on the MiContact Center Enterprise Server, and copy them to the CCMWeb\Applications directory
2. Create a new application manifest file, with a new manifest ID, and zip file hash
3. Create a new executable installer for the following items:
1. Mitel Client Component Pack.exe
2. Mitel Remote Server Pack.exe

This process will cause allremote servers, and client applications to update throughout the enterprise.

In addition to the automatic run,the MiCC Redist Packager can be run with command line options to performspecific operations. The following command line switches are available for theMiCC Redist Packager:

1. /repackCCP
2. /repackRSP
3. /repackUpdater
4. /onlyRehash
5. /onlyRehash <list of applications>

Each of these command switchesare described in detail below.

REPACKCCP

The repackCCP command willperform a re-packaging and re-creation of the ZIP files and associatedmanifests for client applications and services, in addition to creating a newMitel Client Component Pack executable. This command can be useful if you mustmake application or service configuration changes prior to deploying yourMiContact Center clients.

Example:

MiCC.RedistPacker.exe /repackCCP

REPACKRSP

The repackRSP command willperform a re-packaging and re-creation of the ZIP files and associatedmanifests for remote server applications and services, in addition to creatinga new Mitel Remote Server Pack executable. This command can be useful if you musthave application or service configuration changes prior to deploying yourMiContact Center Remote Servers.

Example:

MiCC.RedistPacker.exe /repackRSP

REPACKUPDATER

The repackUpdater command willperform a re-packaging and re-creation of the ZIP file and associated manifestfor the Updater Service. This command can be useful if you must make changes tothe service configuration that you wish to be applied on all clients andservers running an instance of the Updater Service. Typically this would berequired if modifying timeouts, and retries for application and service updatesfrom the MiContact Center Enterprise Server.

Example:

MiCC.RedistPacker.exe/repackUpdater

ONLYREHASH

The onlyRehash command willcreate a new application manifest file which includes a hash for the ZIP filefound within the CCMWeb\Applications directory for every application andservice contained within this folder. This command should be used if changeshave been made to the ZIP files requiring them to have a new file hash forproper download verification, or if you wish to force a re-download of allapplications and services organization wide.

Example:

MiCC.RedistPacker.exe /onlyRehash

ONLYREHASH<LIST OF APPLICATIONS>

The onlyRehash with a list ofapplications command will create a new application manifest file which includesa hash for the ZIP file for the specified applications only. This commandshould be used if you have manually created a new application or service ZIPfile (for example, when modifying an application configuration file) and youwish for all clients and servers (where applicable) to re-download thisapplication for the change to take effect. The list of applications must besemi-colon separated (;). The list of applications that can be passed are:

• AppStart
• CcmWebStub
• CcsClient
• ClientRole
• Collector
• ContactCenterClient
• EmployeePortalStub
• FlexibleReporting
• Ignite
• IvrMusic
• MbgConnector
• MiAudioEmulationServer
• MiTAIProxyServer
• RoutingInboundService
• RoutingMediaService
• RoutingOutboundService
• RoutingUPiQService
• SalesForce
• ServerMonitoringAgent
• SipBroadcaster
• StorageService
• UCMAProxyService
• UpdaterService
• Wallboarder
• YSE
• PreReqs
• MiCCSetup
• RemoteCCMWeb

Example:

MiCC.RedistPacker.exe /onlyRehashIgnite;ContactCenterClient;YSE

APPLIES TO

8.X

Keywords: redist packer manifest hashzip updater

DESCRIPTION

The telephone system synchronization failed and the area of its failure was Commit. 

SEVERITY

Error

IMPACT

The telephone system synchronization did not complete. 

TROUBLESHOOTING STEPS

Checking the telephone system synchronization logs may indicate what caused the error. Telephone System Synchronization logs can be found in [InstallDir]\CCM\Logs\ look for the prairieFyre.Services.DataSynchronizationService.TXT file.

1. Check the prairieFyre.Services.DataSynchronizationService.TXT  log file for details.
2. The main source of Commit errors involves the prairieFyre SQL database. If the synchronization logs refer to SQL errors or table conflicts, confirm that your credentials have the correct permissions in SQL and that there are no Foreign Key Constraint errors.
For more information on Foreign Key Constraints, consult the following article: www.prairiefyre.com/kb/KnowledgebaseArticle50364.aspx
3. Commit errors are sometimes caused by media server configurations that cannot synchronize with YourSite Explorer.  The error will indicate the configuration field that is causing the error. Once you have identified this field, type the media server’s IP address in a web browser and check the media server's configuration. 

APPLIES TO

6.x.x.x 7.x.x.x 

Article ID: 52335 - Last Review: September 29th,2015

INFORMATION

The MiContact Center installation routine can be run silently on either a new installation, or during repair installs. The purpose of this article is to provide information and guidance on installing silently, and how to perform silent repair installations. This article will cover Enterprise Server installations, Remote Server installations, and Client installations.

INTRODUCTION

The installer can be reached inone of two ways:

1. The initial installer MiContact Center extracted directory will contain a MiCC.Installer.Core.exe file within the PFInstaller folder
2. For previous installations, Setup.exe can be found in
   <Install Drive>\Program Files (x86)\Mitel\MiContact Center\PFInstaller\MiCC.Installer.Core.exe

At any point you can view thehelp information from the installation executable by running Setup.exe from the command line with the help command line switch. Help is accessible by using anyof the following switches (switches are not case sensitive):

• /h OR -h
• /? OR -?
• /help OR -help

The list of available installercommand line switches are:

• /silent OR /s
• /workflow=<WORKFLOW FILENAME> OR /w=<WORKFLOW FILENAME>
• /uninstall OR /u
• /path=<INSTALLATION PATH> OR /p=<INSTALLATION PATH>
• /features=<FEATURENAME,FEATURENAME> OR /f=<FEATURENAME,FEATURENAME>
• /username=<DOMAIN\USERNAME> OR /un=<DOMAIN\USERNAME>
• /password=<PASSWORD> OR /pw=<PASSWORD>
• /key=<SERIAL KEY> OR /k=<SERIAL KEY> *
• /authentication=<BASIC|WINDOWS> OR /a=<BASIC|WINDOWS> *
• /sqlusername=<USERNAME> OR /sqlun=<USERNAME> *
• /sqlpassword=<password> OR /sqlpw=<PASSWORD> *
• /sqlinstance=<INSTANCENAME> OR /sqli=<INSTANCENAME> *
• /SSL
• /country=<COUNTRY> *
• /timezone=<TIMEZONE-ID> OR /tzone=<TIMEZONE-ID> *
• /languagecode=<LANGUAGECODE> OR lcode=<LANGUAGECODE> *
• /updaterip=<IPADDRESS>
• /enterpriseip=<IPADDRESS>
• /role=<ROLE>

Note: Items marked with an asterisk (*) are available onthe Enterprise Server deployment only.

SWITCHDESCRIPTIONS

Detailed descriptions for each ofthe command line switches and their example usages follow. For sample installation scripts, please see EXAMPLES below.

/SILENT

The silent switch indicates tothe Setup executable that the program is being run from the command line, andwill not display the installation user interface. When using the silent command line switch you must pass a workflow to execute.

Example:

MiCC.Installer.Core.exe/workflow="Enterprise Server.deploy"

/WORKFLOW

The workflow switch is required to instruct the installer which workflow to follow. There are three available workflows based upon which installation you need to run, and one utility workflow. The installation workflows are:

• Enterprise Server.deploy
• Remote Server.deploy
• Client Component Pack.deploy

The utility workflow is available for Enterprise Servers if you need to update a license. This is useful if you installed with a demonstration license, and need to apply a serial key to the installation. This utility workflow is:

• Update License.deploy

By default only the Enterprise Server, and Update License workflow files are in the PFInstaller folder, in order to obtain the Remote Server or Client Component Pack workflow files, see the PFInstaller\Supplemental folder.

Example:

MiCC.Installer.Core.exe /silent/workflow="Enterprise Server.deploy"

/UNINSTALL

The uninstall switch is used when removing the installed software from the server or client. In order to uninstall you must specify the workflow that corresponds to the software deployment you need to uninstall. To determine the appropriate workflow, see/WORKFLOW.

Example:

MiCC.Installer.Core.exe /silent/workflow="Enterprise Server.deploy" /uninstall

/PATH

The path switch indicates to the installation where to deploy the application. The path switch allows for anexact location to be specified, or through the use of available windows environment variables.

Example:

MiCC.Installer.Core.exe/path="C:\Program Files (x86)\Mitel\MiContact Center"

/FEATURES

The features switch determines which features should be deployed, depending on which features you will use based on the deployment type and server usage. Some features may not be available based upon your purchased licenses. If you have not purchased a license for a feature specified during installation, it will not be enabled.

The list of features availablefor an Enterprise Server are:

• WorkforceScheduling
• IVRServices
• WorkforceManagement
• MultimediaFeatures
• OffboardAcdForVoice
• Wallboard
• SiteBasedSecurity

The list of features availablefor a Remote Server are:

• ContactCenterClient
• YourSiteExplorer
• IVRServices
• RemoteCollector
• MultimediaFeatures
• Wallboard
• ProxyUpdater

The list of features availablefor a Client are:

• Ignite
• ContactCenterClient
• FlexibleReporting
• ContactCenterSoftphone
• MitelBorderGatewayConnector
• WorkforceScheduling
• YourSiteExplorer
• SalesforceConnector
• EmployeePortal

Example:

MiCC.Installer.Core.exe/features="IVRServices,MultimediaFeatures,Wallboard"

/USERNAME

The username switch is used to identify the Windows identity of the account you wish to use as the MiContactCenter service account. If using a domain account, you must specify the domain and username. If using a local system account, you must specify the machine name as the domain.

Example:

MiCC.Installer.Core.exe/username="MITEL\MiCC.Service"

MiCC.Installer.Core.exe/username="MICCPROD01\MiCC.Service"

/PASSWORD

The password switch is used inconjunction with the /USERNAME command switch and specifies the password for the Windows identity used for the MiContact Center service account.

Example:

MiCC.Installer.Core.exe/username="MITEL\MiCC.Service" /password="2Vl*^uJA"

/KEY

The key switch is required forEnterprise Server deployments if you wish to apply a purchased license uponinstallation. If no /KEY switch is used on a silent installation, a demonstration license will automatically be applied.

Example:

MiCC.Installer.Core.exe/key="ABCD1-BU476-ARU9Q-S4B24-BH8Q7-7"

/AUTHENTICATION

The authentication switchspecifies which authentication methodology to use for the MiContact Centerdeployment. There are two possible options for this switch depending on the behavior you wish to use:

• Windows
• Basic

The Windows option specifies toenable Windows Authentication.

The Basic option specifies to utilize MiContact Center Authentication.

Example:

MiCC.Installer.Core.exe/authentication=Windows

/SQLINAME

The sqliname switch specifies theSQL server and if required the name of the SQL instance to use for the MiContact Center databases. The command should be in the form of SERVERNAME\INSTANCE or if no instance name is required simply SERVERNAME.

Example:

MiCC.Installer.Core.exe/sqliname="SQLPROD01\MICC"

MiCC.Installer.Core.exe/sqliname="SQLPROD04"

/SQLAUTHENTICATION

The sqlauthentication flag indicates to the installer which method to use for the connection string when connecting to the specified SQL Server. This will depend on the configuration of your SQL Server, if Windows or Mixed Mode authentication is configured. The two parameters that can be passed for this switch are:

• Windows, for Windows Authentication
• SQL, for Mixed Mode - SQL based authentication

Example:

MiCC.Installer.Core.exe/sqlauthentication=windows

MiCC.Installer.Core.exe/sqlauthentication=sql

/SQLUSERNAME

Used in conjunction with theSQLAuthentication and SQLPassword flags, the sqlusername command line switch indicates the username to use when connecting to the specified SQL instance.The username is passed in one of two formats, depending on your specified authentication method:

• DOMAIN\USER, when using Windows Authentication
• USER, when using SQL based authentication

Example:

MiCC.Installer.Core.exe/sqlusername="MITEL\MiCC.Service"

MiCC.Installer.Core.exe/sqlusername="MiCCService"

/SQLPASSWORD

Used in conjunction with the SQLAuthentication and SQLUsername flags, the sqlpassword command line switch indicates the password that corresponds with the supplied username when connecting to the configured SQL instance.

Example:

MiCC.Installer.Core.exe/sqlpassword="2Vl*^uJA"

/SSL

The SSL flag indicates to the installer that this MiContact Center Enterprise will be configured to communicate and accept communications where applicable using SSL. When settingthis flag, the EnterpriseIP flag must contain an FQDN as opposed to an IP address.

Example:

MiCC.Installer.Core.exe /SSL

/ENTERPRISEIP

The enterpriseip command lineswitch indicates to the installer the IP address or FQDN of the MiContactCenter Enterprise server. When using the SSL flag, you must specify an FQDN in this field.

Example:

MiCC.Installer.Core.exe/enterpriseip="10.1.100.15"

MiCC.Installer.Core.exe/enterpriseip="MICCPROD01.Mitel.com"

/UPDATERIP

The updaterip command line switch is available for remote servers and client installations only. Specifying this flag and specifying an IP address or FQDN indicates to the Updater Service to download application and service updates from the specified Remote Server.

Example:

MiCC.Installer.Core.exe/updaterip="10.1.100.15"

MiCC.Installer.Core.exe/updaterip="MiCCPROD01.Mitel.com"

/COUNTRY

The country flag is used to determine the regional settings for the MiContact Center Enterprise Server. Ifthis value is not passed, the installer will default to "Canada".When specifying country you must use the full name of the country, not theshort form or international country code.

Common country names that can beutilized are:

• United States
• United Kingdom
• Canada
• Virgin Islands- U.S.
• Virgin Islands- British
• Germany
• Netherlands
• France

Example:

MiCC.Installer.Core.exe/country="United States"

MiCC.Installer.Core.exe/country="United Kingdom"

/TIMEZONE

The timezone flag indicates theID of the timezone that the server will reside in. If you do not specify thetime zone, the installation will automatically use the time zone of the system the software is being installed to. You should typically never need to set this option, however it is provided in the event it is required.

The most commonly used time zoneID's are:

• Pacific Standard Time
• Central Standard Time
• Eastern Standard Time
• UTC
• GMT Standard Time
• Middle East Standard Time
• AUS Eastern Standard Time

For a full list of available timezone ID's, please see the attached Timezones.xlsx

Example:

MiCC.Installer.Core.exe/timezone="Eastern Standard Time"

/LANGUAGECODE

The language code specifies tothe installer what the default MiContact Center language should be. This mustbe selected from the supported list of languages:

• zh-CN (Chinese Simplified)
• nl-NL (Dutch Netherlands)
• en-GB (English United Kingdom)
• En-US (English United States)
• Fr-CA (French Canadian)
• Fr-FR (French France)
• De-DE (German)
• It-IT (Italian)
• Pt-BR (Portuguese Brazil)
• Ru-RU (Russian)
• Es-CL (Spanish Chile)
• Es-ES (Spanish Spain)
• Sv-SE (Swedish)
• Nb-NO (Norwegian)

By passing the language code, the installer will set the default language for the Enterprise. If no language code is passed, the system will default to en-US.

Example:

MiCC.Installer.Core.exe/languagecode="en-US"

/ROLE

The role command line flag indicates the client role to install when deploying client applications. The role flag can be used to automatically create the shortcuts for applications based upon the role you select. This can be used in place or in conjunction with the /FEATURES flag on client installation. You can select one of the following roles:

• Supervisor
• Agent
• Administrator

Example:

MiCC.Installer.Core.exe/role=Agent

SAMPLEINSTALLATIONS

The following section outlines a few commonly used installation scenarios. Each scenario will describe the use case, and provide the full installation string to utilize. In your deployment some switches such as language, and country may be modified to meet your deployment needs.

BASIC ENTERPRISESERVER WITH BASIC AUTH AND LOCAL SQL

This installation will perform aninstallation of the MiContact Center Enterprise Server allowing features to be enabled based upon the license key. We are specifying a Windows Domain account for the services, and specifying to use basic MiContact Center authentication for client access. The local SQL Express server will use Windows Authentication. Finally, we are specifying that this Enterprise Server will use SSL and the Enterprise IP address will be configured using the FQDN of MICCPROD01.MITEL.COM

MiCC.Installer.Core.exe /silent/workflow="Enterprise Server.deploy"/username="MITEL\MiCC.Service" /password="2Vl*^uJA"/key="ABCD1-BU476-ARU9Q-S4B24-BH8Q7-7"/authentication="basic" /sqlauthentication="windows"/sqliname=".\SQLEXPRESS" /sqlusername="MITEL\MiCC.Service"/SSL /enterpriseip="MICCPROD01.MITEL.COM"

BASIC ENTERPRISESERVER WITH WINDOWS AUTH AND REMOTE SQL

This installation will perform aninstallation of the MiContact Center Enterprise Server allowing features to be enabled based upon the license key. We are specifying a Windows Domain accountas the service account, specifying to utilize Windows authentication for clientaccess, and Windows authentication for communicating with the SQL Server. TheSQL Server is remote, exists on SQLPROD04 and does not require an instancename, and the MiCC Service account will be used for communication. We do not need to specify the Windows password for the Windows Domain account because we're using Windows authentication. Finally, we are indicating that we will beusing SSL on this enterprise, and to configure the enterprise IP address as an FQDN of MiCCPROD01.MITEL.COM

MiCC.Installer.Core.exe /silent/workflow="Enterprise Server.deploy"/username="MITEL\MiCC.Service" /password="2Vl*^uJA"/key="ABCD1-BU476-ARU9Q-S4B24-BH8Q7-7"/authentication="windows" /sqlauthentication="windows"/sqliname="SQLPROD04" /sqlusername="MITEL\MiCC.Service"/ssl /enterpriseip="MICCPROD01.MITEL.COM"

ENTERPRISESERVER LICENSE KEY UPDATE

This setup command will silently update the Enterprise Server license key. This is achieved by specifying the Update License deployment workflow, and passing the license key using the key command line switch. This is particularly useful when an Enterprise has been deployed using a demonstration license, and you must apply the purchased license to the server.

MiCC.Installer.Core.exe /silent/workflow="Update License.deploy"/key="ABCD1-BU476-ARU9Q-S4B24-BH8Q7-7"

REMOTE SERVERWITH IVR SERVICES AND REMOTE UPDATE PROXY

This is a basic Remote Server installation with IVR Services and configuring the Remote Server to service application and service update requests from clients. We have specified the Remote Server workflow, and configured the service account username and password. Finally, we've determined that we will be using SSL to connect to the Enterprise Server, and specified the Enterprise Server IP address as the server FQDN.

MiCC.Installer.Core.exe /silent/workflow="Remote Server.deploy"/username="MITEL\MiCC.Service" /password="2Vl*^uJA"/features="YourSiteExplorer,IVRServices,ProxyUpdater" /SSL/enterpriseip="MICCPROD01.MITEL.COM"

BASIC CONTACTCENTER AGENT CLIENT INSTALLATION WITH ALTERNATE UPDATE LOCATION

This basic client installation will deploy the client component pack with the Ignite and Contact Center Client features enabled. We are specifying the Enterprise IP address as the FQDN of the MiContact Center server, and indicating we wish to use SSL for communication where applicable. Finally, we have specified an alternate download location for applications and services from the MICCREMOTE01 server.

MiCC.Installer.Core.exe /silent/workflow="Client Component Pack.deploy"/features="Ignite,ContactCenterClient"/enterpriseip="MICCPROD01.MITEL.COM" /SSL/updaterip="MICCREMOTE01.MITEL.COM"

Applies To: 8.0 and above

PROBLEM

During the installation of MiContact Center release 8.0 and above, the pre-requisite check warns (if upgrading) or fails (if newly installing) on checking the default Microsoft SQL Server collation for the specified Microsoft SQL Server. When installing, the SQL Change Scripts action may fail.

CAUSE

MiContact Center requires the default collation for the Microsoft SQL Server instance being used to be Latin1_General_CI_AS. This is required to ensure that queries against the databases, stored procedures, and critical views are executed appropriately, and the data returned in the expected format. This collation is required to ensure that case insensitivity, and accent sensitivity is respected in the queries, and the unicode byte length is appropriate to extended unicode characters.