PROBLEM

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

INSTRUCTIONS

1. On the Enterprise Server, go to [InstallDir]\CCM\Services\ConfigService\ and open the GlobalAppSettingsEditor application file. (You may need to right-click on it and "Run as administrator".)

2. Type in the following information, exactly as shown.

NOTE: The values are case- sensitive; DO NOT use the drop-down boxes, as the values in the drop-down boxes do not have the proper case, and will not work.)

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

3. Click Save.  

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

APPLIES TO

7.0 

ABOUT

When a media server has been decommissioned because it is no longer required or it was replaced by a new media server, it is not recommended to keep devices active on that media server.  You can make the media server "Historical" which will free up all active licenses for devices associated with it.  Historical telephone data will be retained for reporting purposes but no new data will be collected.

This article explains how to mark a media server as historical.

INSTRUCTIONS

How to mark a media server as historical

1. Create a CCM backup (This step is optional but recommended)
   NOTE: Click here for help creating a CCM backup.
2. Launch YourSite Explorer (Start=>All Programs=>Mitel=>YourSite Explorer)
3. Under YourSite=>Enterprise, click Media servers
4. Select the Media server which will become historical
5. Click the Make historical button
   
   
   The following warning message will be displayed:
   
   
6. Click OK

How to revert back a historical media server

1. Restore a CCM backup which was created before the media server(s) were marked as historical.
   NOTE: Click here for help restoring a CCM backup.

APPLIES TO

CCM version 5.8.x.x, 6.0.x.x, 7.x.x.x

SUMMARY

DESCRIPTION

This alarm is triggered when the collector service detects Mitai Congestion Errors coming from the PBX.

You can adjust the threshholds for Minor, Major, and Critical alarms.  When doing so, the number chosen is the number of MiTAI Congestion Errors reported before that threshold triggers.

SEVERITY

Minor

IMPACT

Congestion errors indicate a MiTAI communication problem between the MiCC server and the MiVB.  This could cause ICC commands or API commands to fail.

TROUBLESHOOTING STEPS

Mitel has put a lot of work into recovering from Mitai congestion errors, but if your business is impacted by this, it would be best to obtain a client side support package, a server side support package and contact support for investigation. 

APPLIES TO

CCM 

GENERAL INFORMATION

In MiContact Center Version 8 we have added support for a new Generic Data Provider in workflow query activities. These were implemented in order to enhance our compatibility with SAP, Salesforce, and Dynamics CRM. This data provider type has some limitations on the SQL queries you can run, as detailed below.

SAP 2015

Batching of SQL statements is not supported. To execute multiple commands, please create multiple instances and execute each separately.

SELECT

SELECT statements generally follow the standard SQL syntax.

• Selecting all columns with a * is supported (eg: SELECT * FROM tblConfig_Employee )
• Column aliases are supported (eg: SELECT Reporting AS Employee FROM tblConfig_Employee )
• Quoted column names are supported (eg: SELECT [Reporting] FROM tblConfig_Employee )
• WHERE clauses =, !=, >, <, >=, <=, LIKE are supported (eg: SELECT * FROM tblConfig_Employee WHERE Reporting = '1000' )
• COUNT is supported (eg: SELECT COUNT(LastName) FROM tblConfig_Employee )
• LIMIT and ORDER BY are supported (eg: SELECT Reporting, LastName FROM tblConfig_Employee ORDER BY Reporting ASC LIMIT 10 )
• Parameterized SELECT statements are supported (eg: SELECT * FROM tblConfig_Employee WHERE Reporting = @param )
• Pseudo columns are supported. These do not appear as regular columns in the results but may be specified as part of the WHERE clause (eg: SELECT * FROM tblConfig_Employee WHERE PseudoName = 'Mitel' )

CACHE

CACHE statements allow you to have direct control over the cached data. The CacheLocation must be specified in order to use cache statements.

The syntax for CACHE statements is: CACHE [CACHE_TABLE_NAME] [ WITH TRUNCATE | AUTOCOMMIT | SCHEMA ONLY | DROP EXISTING | ALTER SCHEMA ] SELECT statement

CACHE statements allow for complete control over the data that is cached and the table to which it is cached. The cache statement executes the SELECT statement and caches its results to a similarly named table in the cache database or to the CACHE_TABLE_NAME, if it is specified. The provider updates or inserts rows to the cache depending on whether or not they already exist in the cache, so the primary key, which is used to identify existing rows, must be included in the selected columns. The cache statement may include options that alter its behavior; currently the following options are supported:

WITH TRUNCATE If this option is set, the provider removes existing rows in the cache table before adding the selected rows. Use this option if you want to refresh the entire cache table but keep its existing schema.

AUTOCOMMIT If this option is set, the provider will commit each row individually. Use this option if you want to ignore the rows that could not be cached due to some reason. By default, the entire result set is cached as a single transaction.

DROP EXISTING If this option is set, the provider drops the existing cache table before caching the new results. Use this option if you want to refresh the entire cache table, including its schema.

SCHEMA ONLY If this option is set, the provider creates the cache table based on the SELECT statement without executing the query.

ALTER SCHEMA If this option is set, the provider alters the schema of the existing table in the cache if it does not match the schema of the SELECT statement. This option will result in new columns or dropped columns, if the schema of the SELECT statement does not match the cached table.

Names and Quoting

• Table and column names are considered identifier names; as such, they are restricted to the following characters: [A-Za-z0-9_:@].
• To use a table or column name with characters not listed above, the name must be quoted using square brackets ([name]) in any SQL statement.
• Parameter names start with the @ symbol (e.g., @p1 or @CustomerName) and cannot be quoted.
• Strings should be quoted using single quotes (e.g., 'John Doe').

Transactions

Transactions are not currently supported.

SALESFORCE 2015

Batching of SQL statements is not supported. To execute multiple commands, please create multiple instances and execute each separately.

SELECT

SELECT statements generally follow the standard SQL syntax.

• Selecting all columns with a * is supported (eg: SELECT * FROM tblConfig_Employee )
• Column aliases are supported (eg: SELECT Reporting AS Employee FROM tblConfig_Employee )
• Quoted column names are supported (eg: SELECT [Reporting] FROM tblConfig_Employee )
• WHERE clauses =, !=, >, <, >=, <=, LIKE are supported (eg: SELECT * FROM tblConfig_Employee WHERE Reporting = '1000' )
• COUNT is supported (eg: SELECT COUNT(LastName) FROM tblConfig_Employee )
• LIMIT and ORDER BY are supported (eg: SELECT Reporting, LastName FROM tblConfig_Employee ORDER BY Reporting ASC LIMIT 10 )
• Parameterized SELECT statements are supported (eg: SELECT * FROM tblConfig_Employee WHERE Reporting = @param )
• Pseudo columns are supported. These do not appear as regular columns in the results but may be specified as part of the WHERE clause (eg: SELECT * FROM tblConfig_Employee WHERE PseudoName = 'Mitel' )

UPDATE

To update a table, use the standard UPDATE SQL syntax. The provider supports updating only one row at a time. Hence, the primary key Id is always required.

INSERT

To insert into a table, use the standard INSERT SQL syntax.

In order to retrieve the Id of the last inserted record, use the SCOPE_IDENTITY function.

DELETE

To delete from a table, use the standard DELETE SQL syntax. The provider supports deleting only one row at a time. Hence, the primary key, Id, is always required.

CACHE

CACHE statements allow you to have direct control over the cached data. The CacheLocation must be specified in order to use cache statements.

The syntax for CACHE statements is: CACHE [CACHE_TABLE_NAME] [ WITH TRUNCATE | AUTOCOMMIT | SCHEMA ONLY | DROP EXISTING | ALTER SCHEMA ] SELECT statement

CACHE statements allow for complete control over the data that is cached and the table to which it is cached. The cache statement executes the SELECT statement and caches its results to a similarly named table in the cache database or to the CACHE_TABLE_NAME, if it is specified. The provider updates or inserts rows to the cache depending on whether or not they already exist in the cache, so the primary key, which is used to identify existing rows, must be included in the selected columns. The cache statement may include options that alter its behavior; currently the following options are supported:

WITH TRUNCATE If this option is set, the provider removes existing rows in the cache table before adding the selected rows. Use this option if you want to refresh the entire cache table but keep its existing schema.

AUTOCOMMIT If this option is set, the provider will commit each row individually. Use this option if you want to ignore the rows that could not be cached due to some reason. By default, the entire result set is cached as a single transaction.

DROP EXISTING If this option is set, the provider drops the existing cache table before caching the new results. Use this option if you want to refresh the entire cache table, including its schema.

SCHEMA ONLY If this option is set, the provider creates the cache table based on the SELECT statement without executing the query.

ALTER SCHEMA If this option is set, the provider alters the schema of the existing table in the cache if it does not match the schema of the SELECT statement. This option will result in new columns or dropped columns, if the schema of the SELECT statement does not match the cached table.

Names and Quoting

• Table and column names are considered identifier names; as such, they are restricted to the following characters: [A-Za-z0-9_:@].
• To use a table or column name with characters not listed above, the name must be quoted using square brackets ([name]) in any SQL statement.
• Parameter names start with the @ symbol (e.g., @p1 or @CustomerName) and cannot be quoted.
• Strings should be quoted using single quotes (e.g., 'John Doe').

Transactions

Transactions are not currently supported.

DYNAMICS CRM

Batching of SQL statements is not supported. To execute multiple commands, please create multiple instances and execute each separately.

SELECT

SELECT statements generally follow the standard SQL syntax.

• Selecting all columns with a * is supported (eg: SELECT * FROM tblConfig_Employee )
• Column aliases are supported (eg: SELECT Reporting AS Employee FROM tblConfig_Employee )
• Quoted column names are supported (eg: SELECT [Reporting] FROM tblConfig_Employee )
• WHERE clauses =, !=, >, <, >=, <=, LIKE are supported (eg: SELECT * FROM tblConfig_Employee WHERE Reporting = '1000' )
• COUNT is supported (eg: SELECT COUNT(LastName) FROM tblConfig_Employee )
• LIMIT and ORDER BY are supported (eg: SELECT Reporting, LastName FROM tblConfig_Employee ORDER BY Reporting ASC LIMIT 10 )
• Parameterized SELECT statements are supported (eg: SELECT * FROM tblConfig_Employee WHERE Reporting = @param )
• Pseudo columns are supported. These do not appear as regular columns in the results but may be specified as part of the WHERE clause (eg: SELECT * FROM tblConfig_Employee WHERE PseudoName = 'Mitel' )

UPDATE

To update a table, use the standard UPDATE SQL syntax. The provider supports updating only one row at a time. Hence, the primary key Id is always required.

INSERT

To insert into a table, use the standard INSERT SQL syntax.

In order to retrieve the Id of the last inserted record, use the SCOPE_IDENTITY function.

DELETE

To delete from a table, use the standard DELETE SQL syntax. The provider supports deleting only one row at a time. Hence, the primary key, Id, is always required.

CACHE

CACHE statements allow you to have direct control over the cached data. The CacheLocation must be specified in order to use cache statements.

The syntax for CACHE statements is: CACHE [CACHE_TABLE_NAME] [ WITH TRUNCATE | AUTOCOMMIT | SCHEMA ONLY | DROP EXISTING | ALTER SCHEMA ] SELECT statement

CACHE statements allow for complete control over the data that is cached and the table to which it is cached. The cache statement executes the SELECT statement and caches its results to a similarly named table in the cache database or to the CACHE_TABLE_NAME, if it is specified. The provider updates or inserts rows to the cache depending on whether or not they already exist in the cache, so the primary key, which is used to identify existing rows, must be included in the selected columns. The cache statement may include options that alter its behavior; currently the following options are supported:

WITH TRUNCATE If this option is set, the provider removes existing rows in the cache table before adding the selected rows. Use this option if you want to refresh the entire cache table but keep its existing schema.

AUTOCOMMIT If this option is set, the provider will commit each row individually. Use this option if you want to ignore the rows that could not be cached due to some reason. By default, the entire result set is cached as a single transaction.

DROP EXISTING If this option is set, the provider drops the existing cache table before caching the new results. Use this option if you want to refresh the entire cache table, including its schema.

SCHEMA ONLY If this option is set, the provider creates the cache table based on the SELECT statement without executing the query.

ALTER SCHEMA If this option is set, the provider alters the schema of the existing table in the cache if it does not match the schema of the SELECT statement. This option will result in new columns or dropped columns, if the schema of the SELECT statement does not match the cached table.

Names and Quoting

• Table and column names are considered identifier names; as such, they are restricted to the following characters: [A-Za-z0-9_:@].
• To use a table or column name with characters not listed above, the name must be quoted using square brackets ([name]) in any SQL statement.
• Parameter names start with the @ symbol (e.g., @p1 or @CustomerName) and cannot be quoted.
• Strings should be quoted using single quotes (e.g., 'John Doe').

Transactions

Transactions are not currently supported. CRM Online Office 365, CRM 2013, and CRM 2015 support bulk operations. The provider abstracts the Dynamics CRM bulk API into SQL. The following sections describe the SQL you can use to execute bulk operations to Dynamics CRM.

APPLIES TO

MiCC Version 8.0 and newer

PROBLEM

On a computer where you have just installed the Client Component Pack, when you attempt to start Ignite, it does not start.  

You may see a window that says "Downloading Update" briefly flash and disappear.

You may also see this problem after a server-side software update, you may see these symptoms on PCs where the client software was previously installed.

CAUSES

This problem is generally attributable to one or both of the following:

A)  .Net 4.5 is not installed on the client computer.  This component is required for the client software to function - there is no getting around that requirement.

B)  User Account Control is not disabled on the client computer, causing the Updater Service not to be able to download the updates the software needs to run the first time. 

Note:  In Windows 8, UAC must be disabled in the Registry, by setting the value of EnableLUA to 0 here:  HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Policies\System

Also Note:  On Windows 8 or Windows 7, after disabling UAC, the computer must be restarted.

A less-common cause is network latency from the server to the client machines.

WORKAROUND

If .Net 4.5 is installed, you can do this workaround to update the client applications.

This workaround has two steps:  First, verify that the ManifestIDs have updated (usually, ManifestIDs update, but the actual files do not).  Second, manually copy the application files from the server to the client PC.

You will need access to the MiCC server in order to complete this workaround.

Verify that the ManifestIDs have updated:

- On MiCC for Lync systems, you need to copy over CCSClient.zip  

- In conventional (PBX-based) MiCC environments, you need to copy over CContactCenterClient.zip

- AppStart (you will always need to do this one):  AppStartManifest.xml

- Ignite:  IgniteManifest.xml

- ContactCenter Client:  

- MiCC for Lync environments:  CcsClientManifest.xml

- Conventional (PBX-based) MiCC environments:  CCCManifest.xml

- YourSite Explorer:  YSEManifest.xml

- SalesForce Client:  SalesForceManifest.xml

- Mitel Border Gateway Connector: MbgConnectorManifest.xml

- Flexible Reporting: FlexibleReportingManifest.xml

You can consult this KB Article for an in-depth explanation of how the updater service functions.

APPLIES TO

All versions of MiCC (conventional and for Lync).

DESCRIPTION

This alarm will be triggered when the storage service is unable to move messages from the Inbox folder to the Processed folder on the mail server.  This will prevent us from processing the email.

SEVERITY

Critical 

IMPACT

New emails will not be processed. 

TROUBLESHOOTING STEPS

You will need to investigate the email server itself, as such the exact steps could vary depending on what type of email server you have.

You need to ensure that there is no space restrictions on the folder itself and/or the mailbox as a whole. 

You should also check that no restrictions or permissions restrict our access to the Processed folder. 

APPLIES TO

MiCC Version 8.0 and newer 

INFORMATION

If you need to manually move the Storage folder location, you will need to follow a specific process to avoid issues with indexing and email routing. 

MiCC VERSION 7.1.X.X 

MiCC VERSION 8.X.X.X

1.  Stop the MiContact Center Server Monitor Service first, then stop the MiContact Center Storage and MiContact Center Media Router.
2.  Stop the MCCWa Application Pool from within the IIS Manager.
3.  Update the search storage location in the registry to point to the new location:  HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\prairieFyre Software Inc\CCM\Common\MultimediaStoragePath  (Starting in 8.0, you may specify a UNC path).
4.  Make sure that the user account under which our storage service (and MCCWa app pool) run under have proper read/write access to the new search storage path.
5.  Move (or copy if you want a backup) the existing search storage sub-folder structure and content to the new search storage path.
6.  Re-start the services from step 1, in reverse order (Routing Media, Storage, then SMA).  Then start the MCCWa Application Pool from step 2.
 

APPLIES TO

MCC Version 7.1 and 8.0 

INFORMATION

In Version 7.1 we have added two new configuration options for your email environment.

MaxImagesToLoad

When loading an email message in ignite we will only load images up to this maximum, and the rest will display as red X as if they were dead HTML links.  This only affects the experience in ignite, as the outgoing message sent from ignite wills till contain and load all the images from the original file, and not just this maximum.

The default value is 50.

MaxSignatureLength 

This limits the maximum number of characters in a signature file.  If a user attempts to use a signature file with more characters that this setting, the signature won't be inserted.

CHANGING THE CONFIGURATION

Both of these configurations are found on the MiCC server, and will require you to manually edit a web.config file.

1. Go to [InstallDir]\CCM\Websites\MCCWa\ and open web.config in a text editor. 
2. Find the value you are looking for (MaxImagesToLoad, or MaxSignatureLength), and edit the value= as desired.
     eg:  <add key="MaxImagesToLoad" value="25" />
3. Save the file.

UPDATE FOR MiCC VERSION 8.0

In MiCC Version 8.0 the MaxSignatureLength has been renamed to MaxReplyTemplateLength . 

The MaxReplyTemplateLength option can also be used for Chat media by adding the configuration to the web.config in [InstallDir]\CCM\Websites\CCMWa\ . 

NOTE:  The default value is now 100000, but does not count HTML characters.

In Version 8, if a reply template or signature is ignored, this will be logged in the appropriate logfile (MCCWa for EMail, and CCMWa for Chats).

APPLIES TO

7.1 

PROBLEM

You are tracking your Multimedia Contact Center statistics, and notice that emails or SMS that were Junked by an agent are counted as Handled and Completed.

RESOLUTION

You can configure the system to exclude Junked emails from the Handled and Completed counts.

1. Go to [InstallDir]\CCM\Services\ConfigService\ and open the GlobalAppSettingsEditor.exe file. 
2. Fill in a line with the following details:

• Application Name: Leave this blank.
• SectionGroup:  prairieFyre.BAL.DataAnalysis.Properties.Settings
• Name:  SubtractJunkEmailStatsFromCompletedStats
• Value: 1
• NOTE: Valid values are: 1 (Enabled), or 0 (Disabled)
• Description: Add a note explaining who is maiking this change, or why it is being made.
• NOTE: You must enter something in the Description field in order to save.

3. Click Save.  It can take a minute or two to fully save, so ensure you wait until the confirmation screen pops up.

APPLIES TO

MCC 7.X and newer

PROBLEM

You can not export flexible report data with more than 256 columns.  This will likely only be seen in multi-device reports.

RESOLUTION

Reduce the number of columns in the report by removing those that are not needed. 

APPLIES TO

MiCC Version 8.0 and newer. 

PROBLEM

Due to the change in mechanics between Version 6.0.3.0 (public folders controlled by prairieFyre services on the exchange server), and Version 8.0 (Downloading emails to the MiCC server via an IMAP connection and controlling routing from there), we do not offer to attempt a configuration migration during the upgrade wizard. 

WORKAROUND

If you wish to have the upgrade attempt to migrate from the old MCC configuration to current, you will need to add a registry key before performing the upgrade:

1. Open Regedit.exe .
2. Go to HKEY_LOCAL_MACHINE\Software\Wow6432Node\prairieFyre Software Inc\Enterprise\ .
3. Add a String value named MigrateToMCCSimplifiedConfiguration .
4. Set the value of this string to true .

NOTE:  If you have already run the upgrade, you can add this registry key and then re-restore the 6.0.3.0 backup.  This will not give you a visual indication of completion, so you would need to leave the system to run and check in YourSite Explorer later to ensure all the queues have been migrated.

APPLIES TO

MiCC 8.0 and newer 

DESCRIPTION

This alarm is triggered when the system detects a problem with IIS on the CCM server.

SEVERITY

Major

IMPACT

If IIS is not functional on the CCM server it could effect many things ranging from communication with the server to running reports or navigating the website.

NOTE: The specific error code is returned by IIS to indicate the nature of the problem.

TROUBLESHOOTING STEPS

Log onto the prairieFyre CCM server and check that the IIS service is running.  To do this, go to Start > Run > Services.msc and ensure the World Wide Web Service is started.  If it is, try running an IISreset by clicking Start > Run > CMD.  In the Command Prompt type "iisreset" and press enter.   

APPLIES TO

CCM 

INFORMATION

When MSMQ fails or stops on the MiCC server it can impact critical services, such as:

• Config Service will stop pushing configuration changes, which can in turn affect all services and clients
• Data Synchronization Service will stop, preventing Telephone System Settings Synchronization
• Routing Media will not function properly, preventing Multimedia contacts from being routed correctly.

After any MSMQ failure, it is recommended to schedule a server restart after hours.  If performance is being impacted immediately, stop the Server Monitor service, then restart all other prairieFyre (Version 7.X) or MiContact Center (Version 8.X) services, then restart the Server Monitor.

APPLIES TO

MiCC all versions 

INFORMATION

PROBLEM

When reviewing chats in Ignite's History section, users found that some chats appeared to be missing lines from the conversation. 

CAUSE

In some cases there was an error when closing the chat room, resulting in the room being closed by an audit.  By this time there was a risk of some chat messages being lost. 

RESOLUTION

This hotfix is to be applied onto MiCC Version 7.1.3.1.

1. Download the attached KB319366.EXE file to the MiCC server.
2. Double-click the KB319366.EXE file and follow the on-screen prompts.

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

APPLIES TO

MiCC 7.1.3.1 

DESCRIPTION

The credentials you supplied to connect to your media server are invalid, or have incorrect permissions. 

SEVERITY

Major 

IMPACT

Telephone System Settings Synchronization will not work. 

TROUBLESHOOTING STEPS

1. Ensure that the username and password provided are correct. 
2. Ensure that on the MiVB the User Authorization profile must have:

• Group Admin: True
• System Admin: True
• System Admin Policy Name: system (or root)
• Application: True

APPLIES TO

MiCC Version 8.0 and newer 

PROBLEM

After changing your SearchStorage folder location you are unable to properly load emails from before the change.

SYMPTOMS

In MiCC Version 8.0 the messages may remain indexed, but you will receive a 404 - File or directory not found error if you try to open the message in Ignite. 

RESOLUTION

When manually changing the location of the SearchStorage folder, you must also manually copy the old .MSG files over in order for them to be accessible. 

APPLIES TO

MCC Version 7.X and newer 

DESCRIPTION

When a change to the SMS service is made, the configuration is sent to the service and it then saves the configuration locally to the file SmsConfig.xml.

If the service was unable to update this file for any reason, this alarm will be triggered. 

SEVERITY

Major 

IMPACT

If the SMS service is restarted it may have an outdated configuration, or not function at all if there is no successfully saved configuration available.

TROUBLESHOOTING STEPS

1. Ensure that the file is not open in another application such as Notepad.
2. Check that the permissions for this file allow local system and the administrator account to modify it.

APPLIES TO

MiCC 8.0 and newer 

DESCRIPTION

There is a configuration issue with a specific connection. The XML that was generated by YourSite Explorer was invalid. The most likely case is that somehow a non-digit was added to the phone number field, but if any of the other fields in the XML are invalid, this alarm could be triggered.

SEVERITY

Major 

IMPACT

The connection (phone number) will not be loaded properly and SMS messages will not be pulled from this number 

TROUBLESHOOTING STEPS

Check the SmsConfig.xml file in the [InstallDir]\MiContact Center\Services\SmsService\ folder.  Ensure that the provider type and phone number fields are correct. 

The contents of the XML file will look like the following:

<?xml version="1.0" encoding="utf-16"?>
<root>
  <Connection ProviderTypeName="Twilio" PhoneNumber="16136861111" GroupId="00000000-0000-0000-0000-000000000000" ProcessIncoming="true">
    <AccountSid>aa1a1aaaa1a1111111a1a1111a1a</AccountSid>
    <AuthToken>a11a111a1aa1aa11a11a11a1a11a</AuthToken>
    <DaysToSearch>3</DaysToSearch>
    <MessagesPerPage>20</MessagesPerPage>
  </Connection>
</root>

Ensure that the key details (in bold) are correct for your connection.

You can get more information about the error in the SmsService.TXT log file.

APPLIES TO

MiCC 8.0 and newer