Article ID: - Last Review: , 2016
PROBLEM
SYMPTOMS
CAUSE
RESOLUTION
APPLIES TO
Keywords:
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8.0 - How to apply AMC licenses included with your MiCC Bundle
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HotFix KB319897 - Discrepancies in number of ACD calls handled between Performance and Event reports
Article ID: 52409 - Last Review: January 13, 2016
PROBLEM
When comparing Performance and Event reports, the number of ACD calls were not lining up.
RESOLUTION
This HotFix must be installed onto MiCC Version 7.1.3.0.
1. Download the attached KB319897.EXE file to the enterprise server.
2. Double-click the KB319897.EXE file and follow the on-screen prompts.
3. Re-summarize the time period that was showing discrepancies.
NOTE: Installing this HotFix will restart the prairieFyre services. In order to avoid service interruption, we recommend applying this update after hours or during a scheduled maintenance window.
APPLIES TO
MiCC 7.1.3.1
Keywords: 319897 KB319897 acd calls handled performance event report reports↧
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No data in reports for attendant consoles being tracked as extensions
Article ID: 50392 - Last Review: January 13, 2016
SYMPTOMS
SYMPTOMS
- You are tracking Attendant Condsoles as extensions but are reciving no data or no inbound data
- You are sending down the Attendant console name in the called or calling party field
CAUSE
- If you name your Attendant Console with a leading character of "P", for example "PMJ". Our software by design uses the letter "P" for path assignments only, and since there is no path PMJ it is ignored and not pegged in any extension reports.
- The same applies for the letter "T", but in this case it is looking for Trunks and only excludes the inbound calls. For example if you have Attendant console "TMM", and you run an extension report it will only peg the outbound calls on this attendant not the inbound.
WORKAROUND
You cannot use leading characters of "P" or "T" in any Attendant console name, this must be modified on the PBX.
APPLIES TO
CCM all versions
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MiCC for Microsoft Lync - Agents become 'stuck' after applying a configuration change in YourSite Explorer
Article ID: 52410 - Last Review: January 15, 2016
PROBLEM
We do not recommend making configuration changes on the Front End media server in YourSite Explorer during working hours. If configuration changes are made while ACD calls are being routed to agents, agents who are in the ACD state may become ‘stuck’ in that state and not be able to receive or handle calls again until the Enterprise Router is restarted.
In MiCC for Microsoft Lync Version 5.10.9.0 we have added an optional timeout duration during which queues will no longer accept calls and will display as ‘offline’. Ongoing ACD calls will continue until completion. When the timeout duration ends, the Router will attempt to apply configuration changes. If there are ACD calls still in progress at this time, the Router will be unable to save the configuration changes and will need to be restarted to allow ACD agents to commence receiving calls.
MANUAL CONFIGURATION
1. On the Enterprise Server, go to [InstallDir]\CCM\Services\RouterService\.
2. Open the OrandaRouterService.exe.config file in an editor such as Notepad.
3. Locate the entry for MaxTimeToWaitForAllCallsToDrain and set the Value to the amount of time you wish the system to wait. By default this is set to 30 minutes.
4. Save the configuration file.
APPLIES TO
5.10.X.0
Keywords: acd agent stuck yse config configuration save change↧
8.0.0.0 - Detailed Release Notes
Article ID: 52411 - Last Review: January 15, 2016
INFORMATION
The attached document contains the Detailed ReleaseNotes for MiContact Center Version 8.0.0.0.
APPLIES TO
8.0.0.0
Keywords: DRN Detailed ReleaseNotes 8.0.0.0
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HotFix KB321835 - MiCC4Lync - Queue Answer Spectrum reports shows calls answered within the time to meet Queues SLA goals but Queue Performance by Period shows calls not meeting SLA
Article ID: 52412 - Last Review: January 20, 2016
PROBLEM
Queue Answer Spectrum reports shows calls answered within the time to meet Queues SLA goals but Queue Performance by Period shows calls not meeting the Service Level.
RESOLUTION
This HotFix must be installed onto MiCC4Lync Version 5.10.8.0
1. Download the attached KB321835.EXE file to the enterprise server.
2. Double-click the KB321835.EXE file and follow the on-screen prompts.
3. Re-summarize the time period that was showing discrepancies.
NOTE: Installing this HotFix will restart the prairieFyre services. In order to avoid service interruption, we recommend applying this update after hours or during a scheduled maintenance window.
APPLIES TO
MiCC4Lync 5.10.8.0
Keywords: 321835 KB321835 report reports service level SLA Queue Performance Answer Spectrum↧
Workforce Management data incomplete - How to recover missing data
Article ID: 52413 - Last Review: January 20, 2016
PROBLEM
You find that some data is not being collected correctly by the WFM Connector.
SYMPTOMS
Occasional agent interval data is missing from FTP data sent to WFM server.
CAUSE
Calls which span more than 2 15 minute intervals will not be included in the FTP packet since the WFM service is sending data offset only by 15 minutes. For example, a call that arrives at 12:14:59 and lasts until 12:30:01 spans 3 15 minute intervals, the 12:00-12:15 interval when it arrived, the 12:15-12:30 interval that it was still occurring in, and the 12:30-12:45 interval when it ended. The 12:00-12:15 interval data was sent to the server at 12:30, so the call that began in interval 1 and didn't end until interval 3 is missed in the data upload because that upload occurred at 12:30.
RESOLUTION
Run the historical data recollector with the -auto switch and it will recollect all interval data from the previous day and fill in the missing data.
By default, the Historical Data Recollector is found in: [InstallDir]\Services\WFM\prairieFyre.WFM.Utilities.HistoricalDataRecollector.exe
Create a new scheduled task using the attached batch file to run 1 hour after nightly maintenance. By default, maintenance runs at 02:00, so schedule the task for 03:00.
NOTE: The attached batch file assumes a default [InstallDir] of C:\Program Files (x86)\prairieFyre Software Inc\CCM\. If you have installed to another location, you will need to edit the batch file accordingly.
KNOWN LIMITATIONS: Same day WFM reports may be incomplete for the above mentioned reasons. Historical reports will be complete if data recollection is performed.
APPLIES TO
MiCC 6.x, 7.x, 8.x
Keywords: WFM workforce management connector collector recollector missing incomplete FTP
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SQL Licensing requirements for use with MiContact Center
Article ID: 52414 - Last Review: January 20, 2016
INFORMATION
SQL Express does not require user licenses. When a customer grows beyond the limits of SQL Server Express, the customer must purchase user licensing for SQL Server. The way MiContact Center application uses SQL server is classified as a “Multiplexed Application Environment”. It means that either:
1. The customer purchase SQL Server CALs for each named user. With MiContact Center each administrator, supervisor and agent will require an SQL license.
2. The customer purchase SQL server licensing based on processors (2008) or cores (2012) to enable unlimited users.
The choice between #1 and #2 is largely dependent on the customer’s environment. If they have a small number of users, it will probably be cheaper to go with #1. If they have a large number of users (or no way to count), it will make sense to go with #2. In other words, it’s not at all a product question. Whoever is selling the SQL server licenses is going to make some margin for providing this kind of guidance, so they should provide this guidance.
SUPPLEMENTAL INFORMATION
Below is a link to a forum discussion on 2008 licensing:
https://social.msdn.microsoft.com/Forums/sqlserver/en-US/482af1b6-4607-4641-a55e-0be22e474934/sql-server-licensing-server-user-cal-vs-processor?forum=sqldatabaseengine
Below is a link analyzing the costs for SQL 2012 using CALs versus Cores
APPLIES TO
MiCC all versions
Keywords: SQL license licensing requirements↧
Compatibility by version
Article ID: 51491 - Last Review: , January 25, 2016
Internet Explorer
Excel
Windows on the Server
PBX Compatibility
For Mitel 3300 ICP software compatibility by version, please refer to Knowledgebase Article 51183.
INFORMATION
The following tables show what versions of .NET, IE, SQL, Windows (Server), and Windows (Client) are supported by version of prairieFyre software. Please note that a * indicates that it is only partially supported and you should check the System Engineering Guide for more details. In cases where the table shows Yes SP# this means that it is supported, and has been tested additionally up to the SP# as well. When in doubt, always check your System Engineering Guide for more detail.
.NET Framework
| 5.7 GA | 5.7 SP1 | 5.8.0.X | 6.0.X.X | 7.0.X.X | 7.1.X.X | 8.0.0.0 | |
| 3.5 SP1 | Yes | Yes | Yes | Yes | Yes | Yes | Yes |
| 4.0 | No | No | No | Yes | Yes | Yes | Yes |
| 4.5 | No | No | No | Yes* | Yes | Yes | Yes |
Internet Explorer
| 5.7 GA | 5.7 SP1 | 5.8.0.X | 6.0.X.X | 7.0.X.X | 7.1.X.X | 8.0.0.0 | |
| IE 6 | Yes | Yes | Yes | Yes | No | No | No |
| IE 7 | Yes | Yes | Yes | Yes | No | No | No |
| IE 8 | Yes | Yes | Yes | Yes | Yes | Yes (up to 7.1.0.1 only) | No |
| IE 9 | No | No | No | Yes | Yes | Yes | No |
| IE 10 | No | No | No | Yes* | Yes | Yes | Yes |
| IE 11 | No | No | No | No | Yes | Yes | Yes |
| Edge | No | No | No | No | No | No | No |
NOTE: With MiCC Version 7.1 and newer we recommend using IE10 or newer. Older versions will work for the most part, but some controls are affected. An example of this is the manual EMail Address field under report distribution being a non-editable field. For sites using Multimedia or the Ignite client we recommend IE11 for best performance and compatibility.
SQL Server
| 5.7 GA | 5.7 SP1 | 5.8.0.X | 6.0.0.X | 6.0.1.X | 7.0.X.X | 7.1.X.X | 8.0.0.0 | |
| 2005 Express | Yes | Yes | Yes | Yes | Yes | No | No | No |
| 2008 Express | Yes | Yes | Yes | Yes | Yes | Yes | No | No |
| 2008 Express R2 | Yes | Yes | Yes | Yes | Yes | Yes | No | No |
| 2005 SP3 | Yes | Yes | Yes | Yes SP4 | Yes | No | No | No |
| 2008 SP1 | Yes | Yes | Yes | Yes | Yes | Yes | Yes | No |
| 2008 R2 | Yes | Yes | Yes | Yes SP1 | Yes | Yes | Yes | No |
| 2012 Express | No | No | No | No | Yes | Yes | Yes | Yes |
| 2012 | No | No | No | No | Yes | Yes | Yes | Yes |
| 2014 Express | No | No | No | No | No | No | Yes | Yes |
| 2014 | No | No | No | No | No | No | Yes | Yes |
Excel
| 5.7 GA | 5.7 SP1 | 5.8.0.X | 6.0.X.X | 7.0.X.X | 7.1.X.X | 8.0.0.0 | |
| 2003 SP2 | Yes | Yes | Yes | Yes | No | No | No |
| 2007 SP2 | Yes | Yes | Yes | Yes | Yes | Yes | No |
| 2010 | No | No | No | Yes | Yes | Yes | Yes |
| 2013 | No | No | No | No | Yes | Yes | Yes |
Windows on the Server
| 5.7 GA | 5.7 SP1 | 5.8.0.X | 6.0.0.X | 6.0.2.X | 7.0.X.X | 7.1.X.X | 8.0.0.0 | |
| XP Pro SP3 | Yes* | Yes* | Yes* | No | No | No | No | No |
| 2003 R2 (32-bit) | Yes SP1 | Yes SP1 | Yes Sp2 | Yes Sp2 | Yes Sp2 | No | No | No |
| 2008 SP2 (32-bit) | Yes | Yes | Yes | Yes | Yes | No | No | No |
| 2008 R2 (64-bit) | No | No | No | Yes | Yes | Yes | Yes | Yes |
| Windows 7 32-bit | Yes* | Yes* | Yes* | Yes* | Yes* | No | No | No |
| Windows 7 64-bit | No | No | No | Yes* | Yes* | Yes* | Yes* | No |
| Small Business 2011 | No | No | No | Yes | Yes* | No | No | No |
| Windows 2012 | No | No | No | No | Yes | Yes | Yes | Yes |
| Windows 2012 R2 | No | No | No | No | Yes | Yes | Yes | Yes |
| Windows 8 32-bit | No | No | No | No | Yes* | No | No | No |
| Windows 8 64-bit | No | No | No | No | Yes* | Yes* | Yes* | No |
| Windows 8.1 64-bit | No | No | No | No | No | Yes* | Yes* | No |
| Windows 8.1 32-bit | No | No | No | No | No | No | No | No |
Windows on the Client
| 5.7 GA | 5.7 SP1 | 5.8.0.X | 6.0.0.X | 6.0.2.X | 7.0.X.X | 7.1.X.X | 8.0.0.0 | |
| XP Pro | Yes | Yes | Yes | Yes | Yes | No | No | No |
| Vista 32-bit | Yes | Yes | Yes | Yes | Yes | Yes | Yes | No |
| Vista 64-bit | No | Yes | Yes | Yes | Yes | Yes | Yes | No |
| Windows 7 32-bit | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes |
| Windows 7 64-bit | No | Yes | Yes | Yes | Yes | Yes | Yes | Yes |
| Windows 8 32-bit | No | No | No | No | Yes | Yes | Yes | Yes |
| Windows 8 64-bit | No | No | No | No | Yes | Yes | Yes | Yes |
| Windows 8.1 32-bit | No | No | No | No | No | Yes | Yes | Yes |
| Windows 8.1 64-bit | No | No | No | No | No | Yes | Yes | Yes |
| Windows 10 | No | No | No | No | No | No | No | Yes |
PBX Compatibility
| 5.7 GA | 5.7 SP1 | 5.8.0.X | 6.0.X.X | 7.0.X.X | 7.1.X.X | 8.0.0.0 | |
| 3300 ICP | Yes | Yes | Yes | Yes | Yes | Yes | Yes |
| SX-200 | Yes | Yes | Yes | Yes* | No | No | No |
| SX-2000 | Yes* | Yes* | Yes* | No | No | No | No |
| 5000/Axxess | Yes* | Yes* | Yes | Yes | No | No | No |
For Mitel 3300 ICP software compatibility by version, please refer to Knowledgebase Article 51183.
APPLIES TO
CCM 5.7 GA, 5.7 SP1, 5.8, 6.0, 7.0, 7.1, 8.0
Keywords: compatibility .NET Windows SQL IE internet explorer excel↧
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Supported 3300 ICP releases by CCM versions
Article ID: 51183 - Last Review: January 25, 2016
*MCD 7.1 PR1 is not compatible with MiCC CCM. We have corrected this in MCD 7.1 PR2 and newer.
You can lookup the MCD version by build number here: KB51645
NOTE: As of Version 7.1.0.0 we no longer support interfacing with an Intelligent Queue (IQ) server.
Keywords: 3300 ICP synchronization supported releases PBX Firmware MCD
INFORMATION
Below is a table displays the supported MiVoice Business (3300) software versions for MiContact Center by version. Using an unsupported MiVoice Business version can result in performance, reporting, or synchronization errors. We do not test against unsupported MiVB releases, and do not support them.| Software Version | Supported MiVB (3300 ICP) Release for Synchronization |
| CCM and IQ 5.3 GA | Rev 7 - Rev 9 |
| CCM and IQ 5.4 GA | Rev 7 - Rev 9 |
| CCM and IQ 5.5 GA | Rev 8 - Rev 9 |
| CCM and IQ 5.5 SP3 | Rev 8 - MCD 4.0 (With the installation of KB27061) |
| CCM and IQ 5.6 GA | Rev 8 - MCD 4.0 |
| CCM and IQ 5.7 GA | Rev 8 - MCD 4.0 |
| CCM and IQ 5.7 SP1 | Rev 8 - MCD 4.2 (with Hotfix Rollup KB41351) |
| CCM and IQ 5.8 GA | Rev 8 - MCD 4.2 |
| CCM and IQ 5.8.0.7 | Rev 8 - MCD 4.0 SP3, MCD 4.2, MCD 5.0 (base version only) |
| CCM 6.0.0.0 and IQ 5.8.0.9 | MCD 4.0 SP4, and MCD 5.0 through MCD 5.0 SP1 |
| CCM 6.0.1.0 and IQ 5.8.0.9 | MCD 4.0 SP4, and MCD 5.0 through MCD 5.0 SP2 PR1 |
| CCM 6.0.1.1 and IQ 5.8.0.9 | MCD 4.0 SP4, and MCD 5.0 through MCD 5.0 SP2 PR2 |
| CCM 6.0.2.0 and IQ 5.8.0.9 | MCD 4.0 SP4, MCD 5.0 through MCD 5.0 SP2 PR2, and MCD 6.0 |
| CCM 6.0.2.1 and IQ 5.8.0.9 | MCD 4.0 SP4, MCD 5.0 through MCD 5.0 SP2 PR2, and MCD 6.0 |
| CCM 6.0.2.2 and IQ 5.8.0.9 | MCD 4.0 SP4, MCD 5.0 through MCD 5.0 SP2 PR2, MCD 6.0, and MCD 6.0 SP1 |
| CCM 6.0.2.3 and IQ 5.8.0.9 | MCD 4.0 SP4, MCD 5.0 through MCD 5.0 SP2 PR2, MCD 6.0 through MCD 6.0 SP2 |
| CCM 6.0.3.0 and IQ 5.8.0.9 | MCD 4.0 SP4, MCD 5.0 through MCD 5.0 SP2 PR2, MCD 6.0 through MCD 6.0 SP3, MCD 7.0 through MCD 7.0 SP1 |
| CCM 7.0.0.0 and IQ 5.8.0.9 | MCD 4.0 SP4, MCD 5.0 through MCD 5.0 SP2 PR2, MCD 6.0 through MCD 6.0 SP3, MCD 7.0 through MCD 7.0 SP1 |
| CCM 7.0.1.0 and IQ 5.8.0.9 | MCD 4.0 SP4, MCD 5.0 through MCD 5.0 SP2 PR2, MCD 6.0 through MCD 6.0 SP3, MCD 7.0 through MCD 7.0 SP1 |
| MiCC 7.1.0.0 | MCD 6.0 SP3, MCD 7.0 through MCD 7.0 SP1 |
| MiCC 7.1.0.1 | MCD 6.0 SP3, MCD 7.0 through MCD 7.0 SP1 |
| MiCC 7.1.1.0 | MCD 6.0 SP3, MCD 7.0 through MCD 7.0 SP1 |
| MiCC 7.1.1.1 | MCD 6.0 SP3, MCD 7.0 through MCD 7.0 SP1 |
| MiCC 7.1.2.0 | MCD 6.0 SP3, MCD 7.0 through MCD 7.0 SP1, and MCD 7.1* |
| MiCC 7.1.2.1 | MCD 6.0 SP3, MCD 7.0 through MCD 7.0 SP1, and MCD 7.1* |
| MiCC 7.1.3.0 | MCD 6.0 SP3, MCD 7.0 through MCD 7.0 SP1, and MCD 7.1* |
| MiCC 7.1.3.1 | MCD 6.0 SP3, MCD 7.0 through MCD 7.0 SP1, MCD 7.1*, MCD 7.2 |
| MiCC 8.0.0.0 | MCD 6.0 SP3, MCD 7.0 through MCD 7.0 SP1, MCD 7.1*, and MCD 7.2 |
*MCD 7.1 PR1 is not compatible with MiCC CCM. We have corrected this in MCD 7.1 PR2 and newer.
You can lookup the MCD version by build number here: KB51645
NOTE: As of Version 7.1.0.0 we no longer support interfacing with an Intelligent Queue (IQ) server.
Keywords: 3300 ICP synchronization supported releases PBX Firmware MCD
↧
License update wizard fails to save certificate - How to resolve license wizard update issues.
SYMPTOM
License Update Failing
When performing a MiCC License update you receive one of the following errors
Update Failed “Unable to save the license certificate” - (Version 7.x)
(version 7.x screenshot)
"The current license is valid but could not be updated" - (Version 8.x)
(version 8.x screenshot)
REASON FOR ERROR
System cannot modify the ccmv5.dlsc license file in <micc installation directory>\ccm
ROOT CAUSES
- Current logged in user is not the same user under which the initial installation of MiCC was performed
- Current logged in user does not posses administrator rights.
- Windows NTFS security permissions on the license certificate file do not allow modification by currently logged in user.
- License file has read-only attribute enabled
RESOLUTION(S)
Launch the MiContact Center Licensing Wizard “as administrator”
- click on Start, Mitel
For all versions 7.x and below:
- right-click on the MiContact Center Licensing Wizard and choose “Run as administrator”
- perform your license update
For version 8 and above
- right-click on the MiCC Setup and choose “Run as administrator”
- Click on the "Update License" box
- perform your license update
If the above resolution fails, and you are not logged into the same user account that performed the MiCC installation,
- Using Windows Explorer, navigate to <micc installation directory>\ccm
- Ensure the file attribute READ-ONLY is NOT set on the license certificate file ccmv5.dlsc
- Modify the security permissions for the file ccmv5.dlsc to include full control for the user account you are logged in as, or alternatively, the user EVERYONE
- Microsoft KB on how to modify file permissions https://msdn.microsoft.com/en-us/library/bb727008.aspx
- launch the licensing wizard and perform your license update.
AFFECTED VERSIONS
- all
KEYWORDS
License update wizard certificate error ccmv5.dlsc
↧
Sample and Default Workflow Files
Article ID: 52212 - Last Review: January 27, 2016
SUMMARY
In some cases the default and sample workflow files are not available for IVR Routing. If you are missing the default workflows for UPiQ, Management, or Callbacks - or the Sample Workflows folder is empty you can download the workflow files through the ZIP attached to this article. Simply unzip the files, and select the Import option within the Workflows configuration pane in YourSite Explorer.
This issue will be addressed in a later release.
Applies To:
MiCC 7.1
↧
HotFix KB285893 - Service performance issues, CPU usage pinning at 100% for one site
Article ID: 52416 - Last Review: Feb 1, 2016
2. Double-click the KB285893.EXE 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.
PROBLEM
MiCC services were using excessive CPU for one site, resulting in the CPU usage pinning at 100% until server reboot.
RESOLUTION
This HotFix is to be installed onto MiCC Version 7.1.3.1.
1. Download the attached KB285893.EXE to the Enterprise Server.2. Double-click the KB285893.EXE 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
7.1.3.1
Keywords: 285893 KB285893 CPU pinned services↧
↧
HotFix KB320611 - MiTAI Proxy not starting properly during performance testing
Article ID: 52417 - Last Review: February 1, 2016
PROBLEM
During performance testing with a configuration that had 1400 queues, the MiTAI Proxy service was unable to start. This resulted in calls not being processed.
RESOLUTION
This HotFix is to be installed onto MiCC Version 7.1.3.1.
1. Download the attached KB320611.EXE to the Enterprise Server.
2. Double-click the KB320611.EXE 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
7.1.3.1
Keywords: 320611 KB320611 ivr performance mitai proxy↧
PBX programming related error messages for CCC softphone
Common CCC softphone error codes related to PBX programming
Problem
When attempting to start the softphone, you get the following error
Error type: eCommsError
Error code: -1
Operation: RealtimeCallControlClient - WaitOnPendingWorkItem
Detailed message: System.TimeoutException: Softphone proxy server did not respond after 30 seconds
If you look at the Mitai proxy server logs on the server, you find the following error
eError: … MiTAIEngine - SetExtnMonCallback: Failed to monitor device - DN:[xxxx] ReturnCode:[SXERR_PRIVILEGE_VIOLATION] Hmon:[…]
Cause
The Mitai proxy server fails to set the monitor on the requested extension because it is associated to a class of service on the PBX that has it’s “HCI/CTI/TAPI call control allowed” and “HCI/CTI/TAPI monitor allowed” set to false
Resolution
Either modify the class of service for the associated extension so that the “HCI/CTI/TAPI call control allowed” and “HCI/CTI/TAPI monitor allowed” are set to true, or create a brand new class of service with the mentioned properties set to true.
--------------------
Problem
When attempting to start the softphone, you get the following error
Error type: eMitaiError
Error code: 1245
Operation: GetForwardFeatureInfo
If you look at the CCC log, you will find the following error
eError: … SoftphoneConfig::populateForwardingInfo: Operation failed - MessageTag:[3] ReturnCode:[SXERR_FEATURE_NOT_ALLOWED]
Cause
The Mitai proxy server fails to set the monitor on the requested extension because the prime line for that extension is a part of a multicall group that is linked to other extension as well. This causes the mitai monitor to be set on the group DN, instead of the requested extension. Then, when trying to get the forwarding info for that extension, Mitai fails because it tries to get forwarding information from the group, which is not possible.
Resolution
Change the prime line of that extension to be a single line. If the multicall group have to remain, simply create it as a secondary line appearance on the extension.
--------------------
Problem
After the CCC softphone is started, when attempting to use the ACD actions menu to log in as an ACD agent, you get the following error
Failed to login using the specified ACD agent, some of the possible reasons include are
- The specified agent ID is used somewhere else
- There is already an ACD agent logged in to this phone
- This phone is not enabled for ACD login
If you look at the CCC logs, you will find the following error
eError: … MiniPhoneView::mnuSubACDLogin_Click: Operation failed - MessageTag:[5] ReturnCode:[SXERR_PRIVILEGE_VIOLATION]
Cause
The mitai proxy server fails to login the extension with the specified agent because the extension itself is not enabled for ACD
Resolution
Make sure the “ACD enabled” feature on the associated extension is turned on (NOTE: "ACD enabled" is not required when used with a hot desking agent)
For tagging purposes:
sxerr privilege violation
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Ignite - Set default font and size
Article ID: 52099 - Last Review: February 8, 2016
PROBLEM
You are looking to set the default Font and Font Size for all your Ignite clients.
Note that the steps are slightly different depending on whether you are running MiCC Version 7.X or 8.X.RESOLUTION 7.X
You can set a global default for these values via the GlobalAppSettingsEditor. You can modify one or both of these values.
NOTE: The font type must be entered exactly as shown in the font drop down menu in ignite.
NOTE: Font sizes are a scale from 1 to 8. The standard 'point' values for each number are as follows:
1 is 6pt
2 is 8pt
3 is 10pt
4 is 12pt
5 is 14pt
6 is 18pt
7 is 24pt
8 is 36pt
To add the values to your configuration, please do the following (note that if only adding one value, you skip the step for entering the other):
1. Go to [InstallDir]\CCM\Services\ConfigService\ and open the GlobalAppSettingsEditor.
2. Fill in the following settings on a new line if you wish to specify the default Font Size:
- Application: (Leave this box empty)
- SectionGroup: appSettings
- Name: FontSize
- Value: A number from 1 to 8 or default
- Description: An explanation of why the change is being implemented. Note that you must enter a value here to save.
NOTE: Deleting this line in the Global Application Settings Editor will not set the system back to default. To do that, use default as the value.
3. Fill in the following settings on a new line if you wish to specify the default Font Type:
- Application: (Leave this box empty)
- SectionGroup: appSettings
- Name: FontType
- Value:(Enter the font name, as it appears in the drop-down menu in Ignite)
- Description:An explanation of why the change is being implemented. Note that you must enter a value here to save.
NOTE: Deleting this line in the Global Application Settings Editor will not set the system back to default. To do that, use default as the value.
4. Click Save. It will take 30 to 60 seconds to save. Please wait for the confirmation box before closing the Editor.
RESOLUTION 8.X
NOTE: In Version 8.0.0.0 the Value format has changed. You are now specifying the "point" size of the font formatted like this: 12pt .
To add the values to your configuration, please do the following (note that if only adding one value, you skip the step for entering the other):
1. Go to [InstallDir]\CCM\Services\ConfigService\ and open the GlobalAppSettingsEditor.
2. Fill in the following settings on a new line if you wish to specify the default Font Size:
- Application: (Leave this box empty)
- SectionGroup: appSettings
- Name: FontSize
- Value: The point value for the font size desired (eg: 12pt). Or set it to default to restore the default value.
- Description: An explanation of why the change is being implemented. Note that you must enter a value here to save.
NOTE: Deleting this line in the Global Application Settings Editor will not set the system back to default. To do that, use default as the value.
3. Fill in the following settings on a new line if you wish to specify the default Font Type:
- Application: (Leave this box empty)
- SectionGroup: appSettings
- Name: FontType
- Value:(Enter the font name, as it appears in the drop-down menu in Ignite)
- Description:An explanation of why the change is being implemented. Note that you must enter a value here to save.
NOTE: Deleting this line in the Global Application Settings Editor will not set the system back to default. To do that, use default as the value.
4. Click Save. It will take 30 to 60 seconds to save. Please wait for the confirmation box before closing the Editor.
APPLIES TO
7.0 and newer
Keywords: Ignite default font size↧
Historical Data Purge Tool - What to do when the SQLExpress database has reached 4gb
Article ID: 50933 - Last Review: February 8, 2016
Extract the tool to your CCM server. Double-click PurgeHistoricalDataTool.exe . The tool will scan the databases to determine the earliest date and the size.
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Choose the date you want to delete all data starting on and up until Click Purge The tool will begin purging data
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NOTE: This may take a while depending on how much data needs to be purged.
SUMMARY
If SQL Express is used in the CCM/IQ environment, it imposes a 4gb capacity (or 10gb for SQLExpress 2008 R2) to each database. After a certain period of time, the database will fill up to its maximum. The amount of time until the maximum capacity is reach depends on the amount of the site traffic / amount of data collected or the amount of historical data present in the database.
When the maximum has been reached, you may experience different symptoms ; it could be an alarm in the Contact Center Client or the data will simply will not be filled in the Database.
We currently have a purging tool that will help remove the unnecessary data from our databases.
The Purger tool checks the CCMData and CCMStatisticalData databases for the oldest data and displays the size. It then provides you this information with the option of deleting all historical data up to a specified date. The Purger will delete historical data, which is consuming disk space, then it will shrink the database down.
This tool does not delete any configuration data, only old historical data used for reporting purposes. If you want to put the data back into SQL after running the tool, just re-summarize using the Contact Center Client.
NOTE: The Purger does not work on SQL 2000 databases.
INSTRUCTIONS
- Download the appropriate Purge Tool.
- For servers running MiCC Version 5.8 or older, use the PurgeToolOld.ZIP.
- For servers running MiCC Version 6.X, or 7.X, use the PurgeHistoricalDataTool.ZIP.
- For servers running MiCC Version 8.0 or newer, use the PurgeHistoricalDataToolv8.ZIP.
NOTE: This may take a while depending on how much data needs to be purged.
MORE INFORMATION
The 8.0 Purge tool can read the encrypted registry keys introduced in 8.0.
The 6.0 Purge tool requires Microsoft .NET Framework 4.0 to be installed.
The Old version for 5.8 and earlier requires .NET 3.5.
APPLIES TO
CCM version 5.4 and higher
Keywords: sql purger tool full database SQL network monitor alarm↧
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Citrix Products and Supported versions
Article ID: 51779 - Last Review: February 9, 2016
* Supported as of this release number, it is always recommended to remain current on the latest shipping service pack and fix pack.
** See the Contact Center Solutions Systems Engineering Guide for product notes and requirements for configuration
*** While unsupported, customers may deploy these solutions after extensive testing in a development environment. PF is not obligated to troubleshoot or release fixes for issues relating to this product.
**** Support is only under consideration and may be deferred to a later release
INFORMATION
The following chart outlines supported Citrix products and the corresponding supported versions and prairieFyre releases. Please contact prairieFyre Customer Support for further information.
| Citrix Product | Supported Version | Supported in pF Release* | Products Supported** |
Citrix XenApp | 7.6 | 8.0 GA | Contact Center Client (No |
Citrix XenApp | 6.5 | 7.1.3.0 | Contact Center Client (No |
Citrix XenDesktop | 7.1 and 7.5 | 7.1.3.0 | Contact Center Client (No |
Citrix XenApp | n/a | 7.0 GA | Citrix XenApp virtualization was not |
Citrix XenApp (Formerly | 5.5 | 6.0.0.0 | Contact Center Client (No |
Citrix XenApp (Formerly | 6.0 | 6.0.0.1 | Contact Center Client (No |
Citrix XenApp (Formerly | 6.5 | Future support possible in |
|
Citrix XenServer | N/A | N/A | Currently Unsupported*** |
Citrix XenClient | N/A | N/A | Currently Unsupported*** |
Citrix VDI-in-a-box | N/A | N/A | Currently Unsupported*** |
** See the Contact Center Solutions Systems Engineering Guide for product notes and requirements for configuration
*** While unsupported, customers may deploy these solutions after extensive testing in a development environment. PF is not obligated to troubleshoot or release fixes for issues relating to this product.
**** Support is only under consideration and may be deferred to a later release
APPLIES TO
CCM 6.0 or newer
Keywords: Citric support product version↧
HotFix KB321873 - Some IVR ports in Ring-No-Answer state.
Article ID: 52419 - Last Review: February 1, 2016
PROBLEM
Some IVR ports are becoming stuck in a Ring-No-Answer state.
RESOLUTION
This Hotfix must be installed onto MiContact Center Version 7.1.3.1, and a number of hotfixes. NOTE: These must be installed in the following order.
1. Install KB285893
2. Install KB319939
3. Install KB320611
4. Install KB319188
5. Install KB320774
6. Install KB319897
7. Download the attached KB321873.EXE to the Enterprise Server.
8. Double-click KB321873.EXE and follow the on-screen prompts.
NOTE: Installing each of these hotfixes will restart the prairieFyre services. In order to avoid service interruption we recommend applying these updates during a scheduled maintenance window. You should plan for the installs taking 5 to 10 minutes each.
APPLIES TO
MiCC 7.1.3.1
Keywords: 321873 KB321873 IVR port ports RNA ring-no-answer ring no answer↧
HotFix KB321068 - Agent showing as Logging in and Out at same time, and UI not giving clear indication Account Code has been selected
Article ID: 52418 - Last Review: Feb 1, 2016
PROBLEM
This HotFix addresses two issues:
- Agent Event by Period reports were showing a Login event two seconds before the Logout event.
- When selecting an Account Code in Ignite, using the History and Account Code screen there was no UI idication that the click was registered by the software.
RESOLUTION
This Hotfix must be installed onto MiContact Center Version 7.1.3.1, and a number of hotfixes. NOTE: These must be installed in the following order.
1. Install KB285893
2. Install KB319939
3. Install KB320611
4. Install KB319188
5. Install KB320774
6. Install KB319897
7. Install KB321873
8. Download the attached KB321068.EXE to the Enterprise Server.
9. Double-click KB321068.EXE and follow the on-screen prompts.
NOTE: Installing each of these hotfixes will restart the prairieFyre services. In order to avoid service interruption we recommend applying these updates during a scheduled maintenance window. You should plan for the installs taking 5 to 10 minutes each.
APPLIES TO
MiCC 7.1.3.1
Keywords: 321068 KB321068 agent login logout log logging logged in out ignite account code history indicator↧