PROBLEM

Intermittently a single ACD agent is offered multiple ACD calls at once. 

RESOLUTION

This Hotfix is to be installed onto MiContact Center for Microsoft Lync Version 5.10.8.0. 

APPLIES TO

MiCC for Lync V 5.10.8.0 

INFORMATION

As of version 8.0, two settings have 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. 

CONFIGURING 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.

CONFIGURING THE UseSmtpSizeLimit

This option is set to False by default.  If set to True, it will attempt to poll each SMTP server for it's own unique size limit.  If it gets a value back from an SMTP server, we will use that value instead of the one specified with EmailSizeLimitBytes specified above.

NOTE:  Polling your mail server automatically will not always yield accurate results.  In our testing some servers return a value larger than they will actually accept.  If you use the UseSmtpSizeLimit setting, please test the auto-detected limit.

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 UseSmtpSizeLimit
• Value:  Set this to True
• 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 

OVERVIEW

This security bulletin provides product-specific details on the vulnerability described in Mitel Security Advisory 15-0007   Visit http://www.mitel.com/security-advisories for more details.

During installation, MiCC does not harden Microsoft IIS configuration which inadvertently results in two vulnerabilities being introduced to CcmWeb.  If successfully exploited, an attacker could read files or perform HTTP redirects.

APPLICABLE PRODUCTS

RISK / EXPOSURE

CcmWeb allows read access to any file on the install drive using specially formulated URLs

• CVSS V2.0 OVERALL SCORE: 5
• CVSS V2.0 VECTOR: AV:N/AC:L/Au:N/C:P/I:N/A:N
• CVSS BASE SCORE: 5
• CVSS TEMPORAL SCORE: Not defined
• CVSS ENVIRONMENTAL SCORE: Not defined
• OVERALL RISK LEVEL: Low

CcmWeb open redirect security issue

• CVSS V2.0 OVERALL SCORE: 5
• CVSS V2.0 VECTOR: AV:N/AC:L/Au:N/C:P/I:N/A:N
• CVSS BASE SCORE: 5
• CVSS TEMPORAL SCORE: Not defined
• CVSS ENVIRONMENTAL SCORE: Not defined
• OVERALL RISK LEVEL: Low

MITIGATION / WORKAROUND

Both procedures require that the IIS URL rewrite module is installed.  For more information, visit http://www.iis.net/downloads/microsoft/url-rewrite

How to block relative paths
The following procedure sets up IIS request filters to block relative paths in query strings in CcmWeb:

1. IIS config->Default Web Site->CcmWeb->URL Rewrite
2. Add rule->Request blocking.
3. Block based on query string.
4. Pattern = *..*

How to prevent redirectquery strings
The following procedure configures IIS to block redirecturl query strings in CcmWeb:

1. IIS config->Default Web Site->CcmWeb->URL Rewrite
2. Add rule->request blocking.
3. Block based on query string.
4. Pattern = *redirecturl*

PATCH INFORMATION

APPLIES TO

MiCC Version 7.X 

INFORMATION

When the UCMA application transfers a call to a remote user on SBS/SBA, the SBS/SBA needs to be trusted by the Router.  If not, an internal call will not be transferred through either a Dial out of Queue, or blind transfer. In the Lync OCS tracing, there will be an error “403 Forbidden” logged. 

CONFIGURATION

To add SBS/SBA as a trusted server, the administrator needs to put the FQDN of the SBS/SBA into the configuration file for the Oranda Router service.

1. On the Oranda Router server (typically this is the Enterprise Server) go to [InstallDir]\CCM\Services\RouterService\.
    NOTE: This is a 64 bit application and is normally found in C:\Program Files\prairieFyre Software Inc\CCM\Services\RouterService\.
2. Open the OrandaRouterService.exe.config file in an editor such as Notepad.
3. Find the following value:
      <setting name="TrustedServersFQDN" serializeAs="String">
        <value></value>
      </setting>
4. Add the FQDN for the SBS/SBA into the Value section.  For example:
      <setting name="TrustedServersFQDN" serializeAs="String">
        <value>www.mitel.com</value>
      </setting>    
5. Save the .config file.
6. Restart the Oranda Router service.
 
NOTE: If there are multiples SBS/SBA servers to specify, separate them with semicolons. ;

NOTE 2: In rare cases, we have seen similar behavior with transfers to SIP peers, such as SIP PSTN gateway or IP-PBX.  After first checking that you have voice policy with PSTN call enabled, and if there is an error  “403 Forbidden”, you can specify the FQDN of the SIP peer into the same config file under the following value. 

    <setting name="TrustedSipPeersFQDN" serializeAs="String">
      <value></value>
    </setting>

APPLIES TO

5.10.7.0 

APPLIES TO

MiCC for 3300 (all versions) when running with MCD 7.1 PR1

INFORMATION

In MiContact Center Version 8.0 we have added a configuration option to determine whether timestamps will be displayed in your chat transcripts. 

CONFIGURATION

In order to enable timestamps in your chats, you must make the following configuration change on the server.

• Application:  RoutingMediaService.exe
• SectionGroup: Mitel.Routing.Common.Properties.Settings
• Name: DisplayTimeStampInChatTranscript
• Value: true  (or set to false to hide time stamps)
• Description: (you can enter anything here, but you must enter something in order to save)

APPLIES TO

MiCC Version 8.0 and newer 

PROBLEM

In Contact Center Client, the Queue Now monitor shows no calls being offered or handled, or Queue Performance reports show zeros for offered and handled. 

SYMPTOMS

Other monitors show agents taking ACD calls.

In the raw SMDR data we are not seeing standard path records that contain digits dialed like P100 200 200 to indicate that the call was sent to the path and handled by an agent group.

CAUSE

In MCD 5.0  the default COS for queues has been changed from 1 to 100.  The default configuration for COS 100 in MCD 5.0 has SMDR disabled.

NOTE: Another possible cause would be that calls are routing through a NuPoint hunt group before routing to the queues. The resolution would be the same, except the COS that needs to be modified is the one that is assigned to the NuPoint hunt group.

RESOLUTION

1. Log into the 3300 ESM. 
2. On the left click on System properties =>System Feature Settings =>Class of Service Options.
3. Click on COS 100 then click Change.
4. Scroll down to the SMDR and set SMDR External and SMDR Internal to Yes.
5. Click Save.

NOTE: Because this issue is caused by the PBX output, reporting will only be corrected from this point forward.  Old SMDR records are still missing information.

APPLIES TO

MCD 5.0  

PROBLEM

Symanetec Endpoint Protection includes a module known as SONAR which injects itself into some applications in order to better monitor for unwanted behavior.

We have encountered issues with this behavior causing poor performance and possible service outages in the MiContact Center software. 

RESOLUTION

We recommend keeping the SONAR module disabled in your SEP if possible in order to best mitigate the risk of service outage.

If you deem the SONAR module necessary, you must exclude the following services:

• cs.exe
• sss.exe
• ocs.exe
• adminsvc.exe

For more information on SONAR and how to configure exclusions, please refer to the official Symantec article:  https://support.symantec.com/en_US/article.HOWTO81392.html

APPLIES TO

MiCC all versions 

INFORMATION 

• The CCM Installer believes UAC is enabled, even after it is correctly disabled.
• Visual C 2010 Runtime Libraries fail to install.

Disabling User Access Control:

When you disable UAC in Windows 2012, the system no longer writes the expected registry key to identify that it has been done, as such our installer believes that it is still enabled.

1. On your keyboard hit the Windows button.  Right-click on the screen and left-click All Apps.  Click on Run, and type regedit.exe
2. browse to HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Policies\System.
3. Find the key named EnableLUA.
4. Right-click this key and Modify.  Change the value to 0.
5. Reboot the computer (it will likely prompt you to do this).


Visual C 2010 Runtime Libraries install error:

Windows 2012 comes with a slightly newer version of the Visual C Runtime Libraries already installed.  This can cause our bundled installer to halt with the error message "Asia". If this occurs, please do the following:

1. Verify the log file indicated in the error message to ensure this is why it is failing.
2. Remove the Microsoft Visual C 2010 Redistributable from Programs and Features.
3. Restart the installation.



APPLIES TO

Windows Server 2012, CCM 6.0.0.0 and above 

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####

INFORMATION

The spell checker used in Ignite in MiContact Center Version 8.0 and newer uses a global dictionary stored on the MiCC server.  If you are upgrading from Version 7.X to Version 8.0, the contents of any personal dictionaries will be lost.

CONFIGURATION OF GLOBAL DICTIONARY

You can add new words to the global lists by adding one word per line in the following files:

For email:  [InstallDir]\MiContact Center\WebSites\MCCWa\Scripts
anospell\server\dictionaries\custom.txt
For chat and SMS:  [InstallDir]\MiContact Center\WebSites\Ccmwa\Scripts
anospell\server\dictionaries\custom.txt

Note: Agents will need to restart their Ignite applications for changes to take effect for chat and SMS.
 

CONFIGURING A BANNED WORD LIST

You can ban words globally by adding one word per line in the following files:

For email:  [InstallDir]\MiContact Center\WebSites\MCCWa\Scripts
anospell\server\dictionaries\language-rules/banned-words.txt
For chat and SMS:  [InstallDir]\MiContact Center\WebSites\Ccmwa\Scripts
anospell\server\dictionaries\language-rules/banned-words.txt

Note: Agents will need to restart their Ignite applications for changes to take effect for chat and SMS. 

APPLIES TO

MCC Version 8.0 and newer 

PROBLEM

The CCMRunTimeServices database is stopping and starting frequently throughout the day. 

SYMPTOMS

The Event Viewer has numerous entries reporting: Starting up Database 'CCMRunTimeServices'. 

CAUSE

By default SQL Express databases are created as AUTO_CLOSE ON. As such, they are closed as soon as the last session releases access to it. They will auto-open on next access. AUTO_CLOSE databases run an optimized recovery when opened so their opening, so this does not cause as large a performance impact as a fully fledged database open. 

RESOLUTION

You can disable the AUTO_CLOSE setting in order to stop these restarts and Event Viewer events.

1. Open SQL Management Studio and connect to your SQL instance.
2. Expand the menu on the left to expose the CCMRunTimServices database.
3. Right-click the CCMRunTimServices database and click Properties.
4. Select Options on the left.
5. In the Automatic section, find the Auto Close entry and set it to False.

APPLIES TO

MiContact Center Version 8.0 and newer 

INFORMATION

Raw call data from Ring Groups did not map correctly for forecasting purposes, causing potentially inaccurate data to be generated.  As such, in MiContact Center Version 8.0 Ring Group data is not loaded when generating a forecast from historical data.

If you load historical data from a Queue Group which includes Ring Groups, the data from the ACD queues will be used exclusively. 

APPLIES TO

MiCC Version 8.0 

PROBLEM

An IVR port is Idle, but the device log for that port is showing an infinite loop. 

SYMPTOMS

In the RoutingInbound log (or IVRInbound in previous versions of IVR) you will see lines similar to the following:

Info: 2015-Jul-10 11:12:41.347   1.15|MenuActivity - [1.15: Menu] - Condition branch result - Branch Name: Failure Condition Name: Menu 3722 - 10.192.160.120(3722 - 10.192.160.120)
Info: 2015-Jul-10 11:12:41.352   <1.27|Branch> [Failure] - Sequence[ -> Invalid -> Goto](3722 - 10.192.160.120)
Info: 2015-Jul-10 11:12:41.352   <1.27|Branch> [Failure] - Sequence[ -> Invalid -> Goto](3722 - 10.192.160.120)
Info: 2015-Jul-10 11:12:41.352   <1.27|Branch> [Failure] - Sequence[ -> Invalid -> Goto](3722 - 10.192.160.120)

CAUSE

The Menu activity has a GoTo activity linked back to the top of the menu in the Failed branch.  This means that the workflow can not end once it is in a failure situation. 

RESOLUTION

Do not put a GoTo activity in the Failure branch.

The Failure branch should be used to gracefully end the workflow in the case of a failure.  Ensure that the workflow can flow to an End point, and if desired add an activity into Failure to notify you. 

APPLIES TO

MiCC Version  

INFORMATION

This article will go through the process of performing an .MSI installation of the Client Component Pack onto a client computer so that you can script the event, if needed. 

The individual switches available through MISEXEC.EXE can be found in this Microsoft TechNet article:  https://support.microsoft.com/kb/227091

• ENTERPRISEIPADDRESS You must enter the IP address of the Enterprise Server on any installation.

The following options are all true/false values indicating whether the feature should be installed and activated.

• EMPLOYEEPORTAL
• IGNITE
• MANAGEMENT
• NETWORKMONITOR
• REALTIME
• REPORTING
• SALESFORCE
• SCHEDULING
• SOFTPHONE
• TELEWORKER
• YSE

APPLIES TO

7.X

Article ID: 52335 - Last Review: November 19th 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 in one of two ways:

1. The initial installer MiContact Center extracted directory will contain a Setup.exe file
   Note: The Setup.exe will install the core installation components (Chocolatey and .NET 4.5) then pass the command line arguments to the MiCC.Installer.Core.exe
2. For previous installations, the MiCC.Installer.Core.exe will be used, and 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:

Setup.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:

Setup.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:

Setup.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:

Setup.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:

Setup.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:

Setup.exe /username="MITEL\MiCC.Service"

Setup.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:

Setup.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:

Setup.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:

Setup.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:

Setup.exe /sqliname="SQLPROD01\MICC"

Setup.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:

Setup.exe /sqlauthentication=windows

Setup.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:

Setup.exe /sqlusername="MITEL\MiCC.Service"

Setup.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:

Setup.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:

Setup.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:

Setup.exe /enterpriseip="10.1.100.15"

Setup.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:

Setup.exe /updaterip="10.1.100.15"

Setup.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:

Setup.exe /country="United States"

Setup.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:

Setup.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:

Setup.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:

Setup.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

Setup.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

Setup.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.

Setup.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.

Setup.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.

Setup.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

Remote IVR port status shows as Unknown in the Contact Center Client Port monitor. 

SYMPTOMS

Despite the ports being in a working state and no errors being found, the ports always show as Unknown.

CAUSE

This is due to the data not being properly processed by MSMQ on the Enterprise server. 

When the IVRInbound Service sends the Port status to the Enterprise server, it’s filed in MSMQ anonymously.

However, in the new MSMQ 4 introduced in the newer versions of Windows, the ANONYMOUS permission is not always added.  This can be due to it being installed in a WORKGROUP or if HTTP Support is enabled or other factors.

RESOLUTION

1. On the enterprise server, browse to Computer Management.
2. Expand Services and Applications.
3. Expand the Message Queuing.
4. Expand the Private Queues.
5. Right click on the inboundivrdataserver and go to properties.

• NOTE: As of Version 7.1.3.0 the inboundivrdataserver has been renamed to routerdataserver
• NOTE: As of Version 8.0.0.0 the inboundivrdataserver has been renamed to routerinbound_queue

• NOTE: As of Version 7.1.3.0 the telephonymessagingqueue no longer exists.

APPLIES TO

Remote IVR 

INFORMATION

It is possible to install IVR on a remote server in order to have it running independently rather than be co-located with the enterprise software.

Below are the steps we recommend following to ensure the remote IVR is setup correctly.

1. Install the core Contact Center Solutions software on the Enterprise Server.

2. If the Remote IVR is the only instance, and this is not setup to run on the Enterprise Server as well, we recommend disabling all but one of the IVR Services on the Enterprise Server. This step is not required however it will free up resources and reduce excess logging on the Enterprise Server.  The services to be disabled are:

• prairieFyre IVR Music Service
• prairieFyre IVR Outbound Service
• prairieFyre IVR UPIQ Service

3. Download and install the Remote Server software on the remote server, from the Optional Components section on the Mitel Online Downloads page.

4. Ensure the IVR Services are registered and running on the remote server by going to Start =>Run and typing services.msc.

5. Ensure that the MSMQ private queues have the Anonymous permission added to the needed queues  To do so:

1. On the enterprise server, browse to Computer Management.
2. Expand Services and Applications.
3. Expand the Message Queuing.
4. Expand the Private Queues.
5. Right click on the inboundivrdataserver and go to properties.

• NOTE: As of Version 7.1.3.0 the inboundivrdataserver has been renamed to routerdataserver
• NOTE: As of Version 8.0.0.0 the inboundivrdataserver has been renamed to routerinbound_queue

• NOTE: As of Version 7.1.3.0 the telephonymessagingqueue no longer exists.
  

6. Log into the YSE from either system and proceed with the setup of the IVR as you would normally.

7. When creating the Ports, choose the option for “This is a remote port” and choose the remote server name from the selection.

NOTE: If you are only licensed for one IVR Server, you need to ensure all your ports are listed as being on the same server, or you will encounter errors about licensing.  All of the Ports need the same server name; none can have the other server selected or be blank.

8. Work Flows, and Media (audio files, etc.) are replicated automatically from the Enterprise Server to the Remote Server.  To ensure proper replication between servers, ensure they are on the same Domain or WorkGroup and that they are on the same Subnet.

NOTE: To test that the permissions are correct, you should be able to access the shared directory on either system from the other without a logon prompt.  For example, on the remote server, type into an explorer or run window the UNC path for the Enterprise Server's IVR directory and ensure you can access it without a windows authentication message coming up.  IE: \\maincomputer\ivrdirectory should take you right to the IVRDirectory on the main computer from the remote computer, without asking you to login.  This folder requires that both the Administrators group, and Everyone group be given Read/Write permissions.  If you are not able to browse this way, you may need to have the IVR services run under an account which has full rights to the other computer, to ensure they can copy the needed files over. 

TROUBLESHOOTING INFORMATION

Client Applications:  The Contact Center Client, YourSite Explorer and other applications are installed on the remote node during the installation process.  However, the shortcuts are not created due to feedback from the field.  The programs do exist however and can be run from the <install dir>\ccm\applications folder.  Also, if you run the Client Role Selector, you can choose to create the shortcuts for them.

Firewall Rules:  The following ports need to be open for traffic in both directions between the two servers:

• 80
• 5024
• 5026
• 7003
• 8000
• 443 (if using SSL)
• 5000-5010
• 6800/6802
• 7000-7005

Services on the Remote Server:  The Remote Server software at this time installs all the remote components, not just the ones for the IVR.  In a future release, you will be able to choose to just install the ones you need.

In regards to the remote IVR, the only services required are:

• prairieFyre IVR Inbound Service
• prairieFyre IVR Music Service
• prairieFyre IVR Outbound Service
• prairieFyre IVR UPIQ Service
• prairieFyre MiTAI Proxy Service
• prairieFyre Server Monitoring Agent (not required but recommended)

The rest can be disabled and shut-down.

APPLIES TO

IVR 6.0 and higher 

PROBLEM

Remote callbacks are not being submitted to SQL and thus are not processed. 

SYMPTOMS

Despite the IVRInbound log showing the callback being submitted successfully, it never gets written to the SQL table and will not be offered to an agent as a result. 

CAUSE

This is due to the data not being properly processed by MSMQ on the Enterprise server. 

When the IVRInbound Service sends the Callback request to the Enterprise server, it’s filed in MSMQ anonymously.

However, in the new MSMQ 4 introduced in the newer versions of Windows, the ANONYMOUS permission is not always added.  This can be due to it being installed in a WORKGROUP or if HTTP Support is enabled or other factors.

RESOLUTION

1. On the enterprise server, browse to Computer Management.
2. Expand Services and Applications.
3. Expand the Message Queuing.
4. Expand the Private Queues.
5. Right click on the inboundivrdataserver and go to properties.

• NOTE: As of Version 7.1.3.0 the inboundivrdataserver has been renamed to routerdataserver
• NOTE: As of Version 8.0.0.0 the inboundivrdataserver has been renamed to routerinbound_queue

• NOTE: As of Version 7.1.3.0 the telephonymessagingqueue no longer exists.

APPLIES TO

Remote IVR

DESCRIPTION

The media server is licensed for Call Accounting and there are real-time agent reporting numbers that are also programmed as real-time, costed extensions.

SEVERITY

Minor 

IMPACT

This results in incorrect Call Accounting reporting for the extension.

TROUBLESHOOTING STEPS

In YourSite Explorer, ensure agents and extensions do not have the same reporting numbers.

If you need to use the same reporting numbers, you can try selecting the Disable Real-Time Reporting check box in the agent or the extension configuration window in YourSite Explorer.  You must ensure that the extension is not licensed for call accounting or business reported when using this solution.  If the extension is still costed, it will still trigger the alarm.  If this does not work for you, you can disable the alarm in YourSite Explorer. 

APPLIES TO

CCM 6.0.2 and newer