INFORMATION

As of version 8.0, a setting has been added to Multimedia Contact Center to limit the size (in bytes) of all emails being sent from Ignite.  This size limit applies to the email and its attachment(s).  By default, the limit is 10MB, but this limit can be changed in the Global Application Settings Editor (see details below).  

FEATURE BEHAVIOR

Ignite will warn agents when the sum of attachments and email body exceeds the max message size supported by the mail server, and fail the attachment.  

When the agent attempts to send an email, an additional validation is done, and the system will again warn the agent if the email exceeds the max message size. 

In both cases the agent will be able to edit the email reduce the mail message size.

Purpose of the "Failed to Send" Subfolder in Ignite

If the max message size in Global Applications Settings is greater than the max message size that the email server will accept, the system attempts to send the email, the send will fail and the email will be placed in the subfolder “Failed to Send” which resides under the agent’s “Failed” folder. 

For example, if your mail server will only send outgoing messages that are 5MB and under, but you have left the EmailSizeLimitBytes setting at its default value of 10 MB, any email large than 5MB that agents attempt to send from Ignite will end up in the "Failed to Send" folder.  

This failed email will also appear in the supervisor’s “Failed to Send” subfolder which resides under “Failed” folder located in the all level folders. 

To call attention to the presence of emails that have failed to send, the name of the “Failed” folder will change color and appear red when there are emails present in the "Failed to Send" folder.  This color change will be visible in Ignite for both the agent who attempted the send, and for the supervisor.

In both cases the agent and the supervisor will be provided an “Edit” button to correct the size issue and allow the message to be sent again. Protection exists to prevent both the supervisor and agent from simultaneously editing the same email draft. 

CONFIGURATION THE EmailSizeLimitBytes

NOTE:  The max message size is configurable and is applied to all supported mail servers. Therefore it must be set to the lowest message size supported across all mail servers.

1. Open the GlobalAppSettingsEditor located in [InstallDir]\CCM\Services\ConfigService\

2. Fill in the following details:

• Application:  Leave this blank.
• Section Group:  Select appSetting from the drop-down
• Name:  Enter EmailSizeLimitBytes
• Value:  The default value of 10485760 will appear - equivalent to 10 MB.    http://bit-calculator.com/ can be used to calculate the correct value to enter for a different number of MB.
• Description:  Add a note on why this is being changed.  NOTE: You must enter something in this field in order to save.

APPLIES TO

8.0 

PROBLEM

Web Callbacks are not resolving the phone number correctly.

SYMPTOMS

You will see an error like the following:  Info: 2015-Jun-09 13:32:08.277   [PhoneNumberController] - Web Callback MinDigitsDialed: 10, MaxDigitsDialed: 10                (Ccmwa.Controllers.Api.PhoneNumberController)

RESOLUTION

This hotfix must be applied onto Version 7.1.3.0.

1. Download the attached KB273304.EXE file to the Enterprise Server.
2. Double-click the KB273304.EXE file and follow the on-screen prompts.

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

APPLIES TO

7.1.3.0 

DESCRIPTION

A telephone system synchronization was unable to complete because a dialable on the media server has changed from a queue to a ring group.  YourSite Explorer still shows the queue, and is unable to commit a duplicate.

SEVERITY

High 

IMPACT

The telephone system synchronization can not complete. 

TROUBLESHOOTING STEPS

1. In YourSite Explorer, go to Queues
2. Delete the queue with a duplicate dialable number.
3. Perform a telephone system synchronization.  You should now be able to save the ring group correctly.

NOTE: Because you have removed the old queue from YourSite Explorer, you will no longer be able to run historical reports on it. 

APPLIES TO

MiCC Version 7.1 and newer. 

DESCRIPTION

Powershell 2.0 was not successfully installed. 

SEVERITY

High 

IMPACT

Powershell is required for communication with a Microsoft Lync server. 

TROUBLESHOOTING STEPS

1. Login to the Microsoft Lync server.
2. Open the Lync Server Management Shell.
3. Type the command "get-host".
4. If the version is not 2.0 or greater download and install powershell 2.0.

APPLIES TO

MiCC Version 7.1 and newer 

DESCRIPTION

The Powershell Lync module has not been properly installed 

SEVERITY

High 

IMPACT

The Powershell Lync module is required for communication with a Microsoft Lync server. 

TROUBLESHOOTING STEPS

1. Login to the Microsoft Lync server.
2. Open the Lync Server Management Shell.
3. Type the command "Get-Module -ListAvailable".
4. If "Lync" is not availabe download and install the powershell Lync module.

APPLIES TO

MiCC Version 7.1 and newer 

DESCRIPTION

One of the software component is unable to reach elasticsearch. This can be caused because of the following reasons:

1. Elasticsearch service is not running.
2. Elasticsearch service is not reachable over the network.

SEVERITY

High 

IMPACT

A connection to elasticsearch is required for the Multimedia component to function correctly.

TROUBLESHOOTING STEPS

Make sure Elasticsearch service is running under the windows services. Go to the windows services dialog by typing services.msc in the start menu.

If elasticsearch service is running and still the problem persists then follow the steps below: 

1. Open internet options from Control Panel or by typing internet options in the start menu.
2. Go to connections tab and click on the LAN settings
3. Uncheck the checkbox which says "Automatically detect the settings"
4. Make sure the storage service is running under the user permission. Go to the windows services dialog by typing services.msc in the start menu. Find the "MiContact Cernter Storage" service and right click on it
5. Go to Properties --> LogOn tab: Select this account checkbox and enter the credentials of the user and hit apply.

APPLIES TO

MiCC Version 8.0 and newer 

DESCRIPTION

In Version 8.0, the MiCC Setup Deployment on the Enterprise Server hashes the .ZIP files that will be downloaded by client machines and stores that value in each associated update manifest file.  This mechanism is used in order to validate the integrity of a file transfer before deploying it on client and remote servers.  If either the value in the manifest file or the contents of the zip file have been modified, a mismatch will be detected upon the update download, the zip will be deleted, and the update will be re-downloaded again at the next update interval (Default 10 minutes).

This alarm will fire during the nightly maintenance run if a mismatch is detected.

SEVERITY

High 

IMPACT

Updates will continuously be re-downloaded on all clients and remote machines until the mismatch is resolved. 

TROUBLESHOOTING STEPS

Re-run the redistribution packager application on the MiCC server.  The executable is:  [InstallDir]\CCM\PFInstaller\MiCC.RedistPacker.exe 

APPLIES TO

MiCC Version 8.0 and newer 

DESCRIPTION

This is an error that occurs in the MiCC Installer whereby it is loading the License page (which contains the license agreement and license key) and it is unable to find the license file (which should live alongside the installer on such deployments).  The only reasons for this to happen are:

1. the extraction or download process for this deployment has failed, corrupting this file.
2. the deployment has been tampered with.

SEVERITY

High 

IMPACT

We cannot allow the installation to continue any further under these circumstances because we need the license agreement to be accepted before the installation continues.

TROUBLESHOOTING STEPS

1. Delete the unpacked folder in the root of C:\ 

APPLIES TO

MiCC Version 8.0 and newer 

DESCRIPTION

If the Storage path is a UNC path (ex: \\10.33.28.98\TestStorage), you will get these alarms (along with errors in the StorageService.log and MCCWa.log files) when the storage service and the MCCWa app pool run under a user account that does not have read/write access to that path. Note that this will happen for example if you run them under the default user (LocalSystem).

Please note that starting in v8.0, the storage path is now stored in the registry, under Computer\HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\prairieFyre Software Inc\CCM\Common\MultimediaStoragePath.

SEVERITY

High 

IMPACT

The MiCC server won't be able to store the emails after downloading them, and so won't be able to process them and the emails will accumulate on the mail server.

TROUBLESHOOTING STEPS

Double click on the "MiContact Center Storage" service, select the Log On tab, make sure "This account" is checked and that a user account with proper read/write access to the UNC path is set. 

APPLIES TO

MiCC Version 8.0 and newer 

DESCRIPTION

If the Storage path is a UNC path (ex: \\10.33.28.98\TestStorage), you will get these alarms (along with errors in the StorageService.log and MCCWa.log files) when the storage service and the MCCWa app pool run under a user account that does not have read/write access to that path. Note that this will happen for example if you run them under the default user (LocalSystem).

Please note that starting in v8.0, the storage path is now stored in the registry, under Computer\HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\prairieFyre Software Inc\CCM\Common\MultimediaStoragePath.

SEVERITY

High 

IMPACT

The MiCC server won't be able to preview emails that would have been previously downloaded, or send out new emails.

TROUBLESHOOTING STEPS

Open the IIS Manager, select the Application Pools folder, locate the MCCWa application pool, right-click on it and select "Advanced Settings...", locate the Identity field, and make sure it's set to a user account with proper read/write access to the UNC path. 

APPLIES TO

MiCC Version 8.0 and newer 

DESCRIPTION

This error is thrown when you're running the MiCC Installer and IIS cannot be installed. 

SEVERITY

Critical 

IMPACT

MiCC functionality will not work without IIS. 

TROUBLESHOOTING STEPS

The following windows modules must be installed:

• IIS 6 Metabase Compatibility
• IIS Application Development > APS.Net
• IIS Common HTTP Features > Default Document
• IIS Health and Diagnostics > Request Monitoring
• IIS Security > Request Filtering
• IIS Common HTTP Features > Static Content
• IIS Application Development > ISAPI Extensions
• IIS Application Development > ISAPI Filters
• IIS > IIS 6 Management Compatibility
• IIS Application Development > .NET Extensibility
• IIS Management Tools > IIS Management Console
• IIS Security > Windows Authentication

APPLIES TO

MiCC Version 8.0 and newer 

DESCRIPTION

This MiCC Error will be triggered with 2 different severities:

1. Warning:  The installer iterates all of the fixed drives (hard drives, no network drives) and if it finds any that don't meet the minimum space requirement, it is logged as a warning to NOT attempt to deploy to THAT hard drive.
2. Error:  The installer needs to extract its' deployment packages to the OS hard drive in order to install the software.  If there is not enough space detected on the OS hard drive, this will be logged as an error and the deployment can't proceed.

SEVERITY

Variable (see description above)

IMPACT

Warning:  The installer will not install to the hard drive in question.
Error:  The installer cannot proceed. 

TROUBLESHOOTING STEPS

The best solution is to ensure that the OS hard drive and your intended installation drive have sufficient free space.

APPLIES TO

MiCC Version 8.0 and newer 

DESCRIPTION

This alarm is raised when Elasticsearch does not respond to connection attempts, search queries, and indexing (read/write) requests.

SEVERITY

High 

IMPACT

The Storage Service cannot function, and search queries in multimedia will be non-responsive. 

TROUBLESHOOTING STEPS

1. Collect a support package using the Contact Center Client.
2. Restart the Elasticsearch service.
3. Contact support to investigate the cause of the service failure. 

APPLIES TO

MiCC Version 8.0 or newer 

DESCRIPTION

You see this error when you're running the MiCC Installer and the "Hard Drive Space" pre-requisite is being checked (to see if you have enough hard drive space to install the software) and it cannot find the package that it should be deploying.

There is likely an issue with the download or package extraction.

SEVERITY

High 

IMPACT

The installation can not continue. 

TROUBLESHOOTING STEPS

If you encounter this error:
1. Delete the deployment package you have
2. Delete the unpacked folder in the root of C:\ if you have one.
3. Download the package again. 

APPLIES TO

MiCC Version 8.0 and newer 

TABLE OF CONTENT

CCM displays error and event messages to inform you of successful and unsuccessful operations. A subset of the error and event messages have been assigned unique ID numbers in the form ABC####

PROBLEM

On a site with a CCM network License and only one IVR Starter Pack, customers can add more media servers but not Remote IVR Nodes.

 

RESOLUTION

APPLIES TO

6.X

DESCRIPTION

The installer has determined that you do not meet the minimum required RAM for a MiCC server.

SEVERITY

High 

IMPACT

The installation will not continue. 

TROUBLESHOOTING STEPS

Ensure that your server meets the minimum system requirements as per the system engineering guide. 

APPLIES TO

MiCC 8.0 and newer 

PROBLEM

After restoring a backup, the RoutingInbound service is putting all IVR ports into a Ring-No-Answer state. 

SYMPTOMS

You will see an error in the RoutingInbound log that looks like the following:

Error: 2015-Jun-22 18:37:21.359
--- Start Exception Stack ---
System.ArgumentNullException: Value cannot be null.
Parameter name: String
Server stack trace:
at System.Number.StringToNumber(String str, NumberStyles options, NumberBuffer& number, NumberFormatInfo info, Boolean parseDecimal)
at System.Number.ParseInt32(String s, NumberStyles style, NumberFormatInfo info)
at prairieFyre.Routing.Mitel.MediaProvider.MitelMediaProvider.Answer(IMediaRecord mediaRecord, TimeSpan actionTimeout)
at prairieFyre.Routing.Workflow.Activities.Inbound.StaticBranch.HandleActivity.PerformAction(IMediaRecord mediaRecord, TimeSpan timeout)
at System.Runtime.Remoting.Messaging.StackBuilderSink._PrivateProcessMessage(IntPtr md, Object[] args, Object server, Object[]& outArgs)
at System.Runtime.Remoting.Messaging.StackBuilderSink.AsyncProcessMessage(IMessage msg, IMessageSink replySink)
Exception rethrown at [0]:
at System.Runtime.Remoting.Proxies.RealProxy.EndInvokeHelper(Message reqMsg, Boolean bProxyCase)
at System.Runtime.Remoting.Proxies.RemotingProxy.Invoke(Object NotUsed, MessageData& msgData)
at System.Action`2.EndInvoke(IAsyncResult result)
at prairieFyre.Routing.Workflow.Activities.Inbound.StaticBranch.HandleActivity.EndExecute(NativeActivityContext context, IAsyncResult result)
--- End Exception Stack ---
()

CAUSE

Some of the variables in your configuration were not properly restored from the backup. 

RESOLUTION

1. First ensure that you still have the backup you are going to restore.
2. In SQL Management Studio, drop the CCMData and CCMStatisticalData databases.
3. Go to the database file location (by default: [InstallDir]\CCM\Database\) and delete the CCMData and CCMStatisticalData files.
4. Re-run the configuration wizard (this will create a blank database for you to work from).
5. Open SQL Management Studio and connect to the SQL server.
6. On the blank database, run the following script:

use CCMData
Select *
Into mytable_backup
from tblConfig_VWM_Variables

7. Restore your backup using the Contact Center Client.
Reload the SQL Management Studio and run the following script:

use CCMData
insert into tblConfig_VWM_Variables
select mytable_backup.* from mytable_backup
left join tblConfig_VWM_Variables on (mytable_backup.pkey = tblConfig_VWM_Variables.Pkey)
where tblConfig_VWM_Variables.pkey is null

8. Restart the prairieFyre ConfigurationService.
9. Open YourSite Explorer and go to Tools, then click Reset Clients.

APPLIES TO

MiCC 7.1.X 

INFORMATION

When the Storage Service detects certain header information from the sending mail server it can intercept bounce messages before they need to be processed by the inbound workflow.  By default it sends these messages to the Failed folder, with a reason of "bounce detected". 

CONFIGURATION

1. Create a text file called FilterEmailSubject.txt in the [InstallDir]\Mitel\MiContact Center\Services\StorageService\ folder.
2. Edit that file and add words or phrases to check for in the subject line of bounce detected emails.  Separate each filter with a new line.  For example:

autoresponse
out of office
autoreply

The above would Junk, rather than FailedRoute any messages whos subject line contained "autoresponse", "out of office", or "autoreply".

3.  Go to [InstallDir]\Mitel\MiContact Center\Services\ConfigService\ and launch the GlobalAppSettingsEditor.exe.
4. Fill in the following details:

• Application: StorageService.exe
• SectionGroup: Storage.Properties.Settings
• Name: EmailService_JunkBouncedEmails
• Value: true
• Description: (you can enter anything here, but you must enter something in order to save.  We recommend a name, date, and/or reason for the configuration)

5. Click Save.  It can take 30 to 60 seconds to save, so wait for the confirmation prompt.

APPLIES TO

MiCC Version 8.0 and newer. 

INFORMATION

When restoring a backup users will now be presented with a choice of Lab Restore or Live Restore.

A Lab Restore is intended for use when you are restoring the backup on a lab, staging, or any other server which is not the live environment.  It will pacify a number of configuration options in order to prevent interfering with the live customer environment.

A Live Restore is used when you are restoring the database on the live customer environment.  No pacification will take place, as everything is intended to be live and working.  When you select a Live Restore you will be prompted to confirm that you understand the ramifications of this action.

LAB RESTORE

When performing a Lab Restore of a backup, the following settings are pacified:

• Remove all mail passwords:  This prevents MCC emails being downloaded onto your lab, which would prevent them being received in the customer's environment.  This will also prevent outgoing emails being sent (for alarms or reports set to email distribution) if the SMTP server requires any authentication.
• Null out storage location: This prevents Storage service from reading or writing live system addressing information. 
• Create a dummy computer name and assign all media servers and ports to it:  This prevents the lab system from connecting to live PBXs.  This prevents data collection from the live site, and port registration which could cause IVR failures.
• Null PBX passwords:  This prevents MiXML read and write activities with the live PBX.

APPLIES TO

MiCC Version 8.0 and newer