DESCRIPTION

This alarm will be triggered when a new incoming call reaches the IVR endpoint and the count for the current active calls have reached the max concurrent calls licensed for SIP.

SEVERITY

Critical 

IMPACT

The new call will not be answered by the system and will stay ringing until an active call clears out and reduces the count back to under the licensed limit (Alarm clears).

TROUBLESHOOTING STEPS

Ensure sufficient licenses are present. 

APPLIES TO

MiCC Version 8.1 and newer 

INFORMATION

The attached document contains the detailed release notes for MiContact Center Version 8.0.1.1 

APPLIES TO

MiCC 8.0.1.1 

INFORMATION 

• R9:  Revision 9 and earlier software
• pre-MCD 4.2: This covers MCD 4.0 and 4.1
• MCD 4.2
• MCD 5.0
• MCD 6.0
• MCD 7.0

APPLIES TO

Mitel 3300 

Article ID: 52335 - Last Review: July 7, 2016

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" /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

When trying to restore a backup, you receive an error and the restore does not complete. 

SYMPTOMS

In the BackupoRestore logfile you will see an error like the following:

Error     29/09/2014 15:36:16      BackupRestorer.Program Restore failed System.Exception: Too many backup files were found. Please remove all but one of:
 C:\ProgramData\RestoreTemp\DataBaseBackup\BACKUP_20140926.2.xml
 C:\ProgramData\RestoreTemp\DataBaseBackup\Workflow\Compiled\160ecf35-8707-4618-b5dc-ca62cb2b23bd\Main IVR Backup_21-08-2014_19-33-52.612.xaml
   at BackupRestorer.Program.ExtractBackupFile(String aFilePath)
   at BackupRestorer.Program.GetRestoreData(RestoreRequest aRequest)
   at BackupRestorer.Program.TransformDataSet(RestoreRequest aRequest)
   at BackupRestorer.Program.PerformRestore(RestoreRequest aRequest) 

CAUSE

The restore service found multiple files with "Backup" in the name, and does not know which one to restore the configuration from. 

RESOLUTION

When naming workflows, or subroutines do not use the word Backup in the name. 

To fix an existing backup you must do the following:

1. Unzip the backup file.
2. Search the \IVR\compiled\ folder for the word "Backup".
3. Rename any of the resulting matches to "Back_up".
4. Open the backup_<date>.xml file in notepad.
5. Search for the word "backup".
6. Rename any matches where "backup" is part of a callflow or subroutine name to "back_up" and save the file.
7. Re-zip the backup folder.
8. Proceed with a restore from the edited backup.

APPLIES TO

7.0 and newer

PROBLEM

A sudden reduction in the amount of available disk space causes the Enterprise server to behave unexpectedly. 

SYMPTOMS

The Enterprise server becomes unresponsive, Contact Center Clients can not log in, co-located IVR stops processing calls, Alarms ALM0013, ALM0051, ALM0052, or ALM0053 may be generated depending on configuration. 

CAUSE

When the "Auto Update Clients" option is disabled in YSE on version 7.1.1.1 it results in clients repeatedly polling for updates and failing. This causes excessive entries and rapid growth in the IIS logs. 

WORKAROUND

To determine where your IIS log files are stored, please perform the following steps on your server: 

1. Go to Start -> Control Panel -> Administrative Tools
2. Click Internet Information Services (IIS).
3. Find your Web site under the tree on the left.
4. Right-click on it and choose Properties.
5. On the Website tab, you will see an option near the bottom that says "Active Log Format." Click on the Properties button.
6. At the top of General Properties, ensure "new log schedule" is set to Daily or Weekly (Daily is the default option).
7. At the bottom of the General Properties tab, you will see a box that contains the log file directory and the log file name. The full log path is comprised of the log file directory plus the first part of the log file name.
8. For example, if the dialog box displayed the following values:
9. Log file directory: C:\Windows\System32\LogFiles
10. Log file name: W3SVC1\exyymmdd.log
11. Navigate to Log directory.
12. Delete logs that follow format i.e. 'ex110310.log' (Mar 10 2011)
13. Ensure log schedule is set to daily and not "unlimited Log size" (see above).

RESOLUTION

This is a known issue affecting the client updater service in 7.1.1.1 and is resolved in 7.1.2.0. To resolve the issue you must ensure the updater service on each client machine is upgraded to a minimum of 7.1.2.0 before disabling the "Auto Update Clients" option in YourSite Explorer. 

APPLIES TO

MiCC 7.1.1.1 

Article ID:52456 - Last Review: Jul 12, 2016

PROBLEM

When user is trying to open "Security Role" in Your site Explorer (YSE), Getting an Unauthorized error.

SYMPTOMS

HTTP Error 401.2 - Unauthorized

You are not authorized to view this page due to invalid authentication headers.

For more details please find the attached screenshot below

RESOLUTION

Please follow the below steps and make the changes in Agent IE and IIS.

1. In IE\InternetOptions
   1. Make sure CcmWeb is part of the trusted sites. While Trusted Sites is selected, click the “Custom Level” button near the bottom.
   2. Scroll to the bottom and under the section called “User Authentication”, make sure that “Automatic logon with current user name and password” is selected, then click ok
   3. Click the “Advanced” tab, scroll to the “Security” section towards the bottom. Make sure that “Enable Integrated Windows Authentication” is checked.
2. In IIS, highlight the CCmWeb site on the left, double click “Authentication” on the right. Make sure that Anonymous Authentication is disabled, and that Windows Authentication is enabled.
3. Reset IIS.

APPLIES TO

7.0 and later releases

Keywords:

Error 401.2, Unauthorized, Invalid authentication headers , security role , YSE.

PROBLEM

When running the prairieFyre.WFM.Controller.Impact360.RealTime.exe it fails to run. 

SYMPTOMS

You will receive an error that starts like the following:

Unhandled Exception: SystemNullReferenceException: Object reference not set to an instance of an object.
    at prairieFyre.Framework.Common.Logging.Logger.DetailedLogger.SetupStandardLoggingToLogsDir()

CAUSE

The registry key directing the WFM connector where to log is not created, or pointed to a location you cannot write to. 

RESOLUTION

1. On the Impact 360 server, open regedit.exe.
2. Go to HKEY_LOCAL_MACHINE\Software\Wow6432Node\prairieFyre Software Inc\CCM\Common\. 
3. Add a string called InstallDir.  Set the value to a folder path which you can write to.
4. Re-run the  prairieFyre.WFM.Controller.Impact360.RealTime.exe and it will create a Logs folder.

APPLIES TO

WFM Version 7.1.X.X 

PROBLEM

When launching Ignite, it fails and returns the error:  Unable to load enterprise configuration. 

SYMPTOMS

Your site has a large configuration.  Login to Ignite takes a long time and eventually times out. 

RESOLUTION

1. On the MiCC server go to [InstallDir]\Services\ConfigService\.
2. Launch the GlobalAppSettingsEditor.exe.
3. Fill in the following details:

• Application: Ignite.exe
• SectionGroup: pFBusinessObjectAdapter.Properties.Settings
• Name: DeviceLoadTimeOut
• Value: 00:00:60  (Enter the duration you want in HH:MM:SS format here.  Default is 30 seconds)
• Description: (enter a quick note for who is changing or why.)

5. Click Save. 
     NOTE: Saving this change make take up to a minute.  Wait for the confirmation prompt.

APPLIES TO

MiCC 7.1 and newer 

PROBLEM

After changing the hostname for the MiCC server the Event Viewer shows MSMQ errors, and some MSMQ queues are not emptying. 

SYMPTOMS

In the event viewer you will see errors such as the following:

Message Queuing could not resolve the name 'OLDHOSTNAME' to an IP address. Try to ping the recipient computer, and check this computer's DNS settings. This event is logged at most once per 600 seconds. To change this setting, set \HKLM\Software\Microsoft\MSMQ\Parameters\Event2184 registry value to desired time in seconds. 

CAUSE

Messages queued already continue to have the old hostname referenced, and thus cannot be completed. 

RESOLUTION

You will need to drop and rebuild these routing databases. 

NOTE: Not all databases will need to be touched. 

1. On the MiCC server open SQL Management Studio and connect to your local instance.
2. Open the Databases section.
3. Right-click CCMRouting and go to Tasks >Detach.
4. Put a checkmark under the Drop column and click OK.
5. Go to your SQL install directory (By default:  C:\Program Files\Microsoft SQL Server\ and open the instance folder (eg: MSSQL11.SQLEXPRESS\MSSQL\DATA\)
6. Delete the CCMRouting.mdf and CCMRouting_log.ldf files.
7. Go to services.msc
8. Restart the MiContact Center Media Router service (called the prairieFyre Routing Media Service in MiCC 7.X)
9. Repeat steps 2 through 8 for:

• CCMRuntimeServices (delete CCMRuntimeServices.mdf and CCMRuntimeServices_log.ldf in step 6, and restart MiContact Center Mass Transit Runtime service in step 8.)
• Ccmwa (delete Ccmwa.mdf and Ccmwa_log.ldf in step 6, and restart the Ccmwa Application Pool in your IIS control panel for step 8.)

APPLIES TO

MiCC 7.X and newer 

PROBLEM

In Windows, setting the Display to 125% or greater magnification causes elements in the MiContact Center software user interface to overlap, making it difficult to properly navigate. 

In MiCC Version 6.X and 7.X this would manifest as overlapping fields, sometimes blocking your ability to click.

WORKAROUND

We recommend using the on-screen magnifying glass instead of a full-display zoom, as this does not cause layout issues in our user interface. 

APPLIES TO

6.0.1.0 and newer 

PROBLEM

You are unable to find the Front End Component Pack in the Programs control panel. 

CAUSE

Only the windows login which originally installed the component can see it in the Programs control panel. 

APPLIES TO

MiCC 5.10.X.X 

PROBLEM

During a new install the Mitel System Check returns an error while checking for deprecated workflow activities. 

WORKAROUND

1. Go to your intended [InstallDir] and add the folders for \Ivr\Workflow\Compiled\.
     eg:  C:\Program Files (x86)\prairieFyre Software Inc\CCM\Ivr\Workflow\Compiled\
2. Re-run the installer and it will pass this check successfully.

RESOLUTION

This issue is resolved in MiCC Version 8.X. 

APPLIES TO

MiCC 7.1.X.X 

PROBLEM

Configuring any Classification Codes enables Lifecycle code within the Enterprise service. 

INFORMATION

Large sites are recommended to keep Lifecycle reporting disabled unless necessary, as it can cause large resource usage.  If your configuration has any classification codes programmed in YourSite Explorer, this code is in use regardless of whether Lifecycles are disabled in the configuration, which could result in excess memory usage from the Enterprise Server service.

APPLIES TO

MiCC 7.1.X.X 

DESCRIPTION

There was an error playing back the Text-to-Speech prompt.

This could be caused by one of several problems:

• Nuance Speech Server (NSS) is not accessible \ not available \ not operational \ not licensed for Text-To-Speech
• The text prompt may have invalid characters or error in syntax (especially when using SSML)
• We received the audio frames from the NSS, but there was an issue playing back the audio (MiAudio or MediaServer related problems).

SEVERITY

Major 

IMPACT

Text-to-speech messages are not being played. 

TROUBLESHOOTING STEPS

Check Nuance Speech Server:

• Ensure Nuance Speech Server is accessible.
• In Local Services, Ensure Nuance Speech Server is running.
• In LMTools License Manager, Server Status, perform a Status Inquiry to ensure TTS licenses (nuance_nvn_tts) are issued and in-use.
• Look for nss log file under C:\ProgramData\Nuance\Enterprise\system\diagnosticLogs\ and search for the word SPEAK to see if the request made it through.

Check MiCC services:

• Check the service log file or device log file for further information on the error.
• In case of RoutingInboundService, RoutingOutboundService, or RoutingUPiQService, look for the log file UNIMRCPxx.log on the root folder of the service. Search for the latest word SPEAK and look for any errors following.
• In case of RoutingMediaService, look for freeswitch log under Services\Freeswitch\log. Search for the latest word SPEAK and look for any errors following.

APPLIES TO

MiCC 8.0 and newer 

DESCRIPTION

Unable to initialize MRCP client with Nuance Speech Server.

This could be caused by several problems:

• The MRCP server configuration under Text-To-Speech \ Speech Recognition tabs on Site Page in YourSiteExplorer is invalid: such as wrong IP address \ server port
• The MRCP client xml configuration file may contain wrong data.
• The Nuance Speech Server (NSS) is not accessible \ not available \ not operational 

SEVERITY

Major 

IMPACT

The Nuance server is not connected to the MiCC server.

TROUBLESHOOTING STEPS

Check configuration in YSE:

• Ensure MRCP server IP address and port are the ones used by the Nuance Speech Server.

Check the configuration xml files:

• Look for unimrcpclient.xml file under <MiCC installed dir>\<service dir>\conf\
• Ensure only the resources speechsynth and speechrecog are the only ones enabled under <resource-factory>
• ensure the sip-port used under <sip-uac> for SIP-Agent-1 signaling agent is valid and unused by any other application.
• Look for nuance.xml file under <MiCC installed dir>\<service dir>\conf\client-profiles\
• Ensure the information under Nuance-SIP-Settings-TTS and Nuance-SIP-Settings-ASR are valid and conforms with values in the Site Page configuration.
• Ensure the profiles nss2tts and nss2asr are configured under <profiles>
• Look for service's config xml file under the <MiCC installed dir>\<service dir>
• Ensure the setting MrcpClientSipPort has a valid port number and not used by any other application

 Check Nuance Speech Server:

• Ensure Nuance Speech Server is accessible.
• In Local Services, Ensure Nuance Speech Server is running.
• In Local Services, Ensure Nuance Recognition Service is running.

APPLIES TO

MiCC 8.0 and newer 

DESCRIPTION

There was an error in the last Speech Recognition request.

This could be caused by one of several problems:

• Nuance Speech Server (NSS) is not accessible \ not available \ not operational \ not licensed for Speech Recognition
• Error\Timeout loading grammar file. the Grammar file URL is not accessible, or returns an error text or url not found.
• Invalid grammar file, especially when using custom GrXML files
• Recognition Error returned by Nuance Speec Server

SEVERITY

Major 

IMPACT

Speech recognition is not functioning 

TROUBLESHOOTING STEPS

Check Nuance Speech Server:

• Ensure Nuance Speech Server is accessible.
• In Local Services, Ensure Nuance Speech Server is running.
• In LMTools License Manager, Server Status, perform a Status Inquiry to ensure ASR licenses (osr_swirec) are issued and in-use.
• Look for nss log file under C:\ProgramData\Nuance\Enterprise\system\diagnosticLogs\ and search for the word RECOGNIZE to see if the request made it through.

Check MiCC services:

• Check the service log file or device log file for further information on the error.
• In case of RoutingInboundService, RoutingOutboundService, or RoutingUPiQService, look for the log file UNIMRCPxx.log on the root folder of the service. Search for the latest word RECOGNIZE and look for any errors following.
• In case of RoutingMediaService, look for freeswitch log under Services\Freeswitch\log. Search for the latest word RECOGNIZE and look for any errors following.
• Look for the grammar file URL in the log, and put it in the browser to see if it returns the expected grammar file.

APPLIES TO

MiCC 8.0 or newer 

DESCRIPTION

A specific connection (phone number) is unable to pull new SMS messages from the SMS provider.  

SEVERITY

Major 

IMPACT

This SMS connection will not pull down new messages until the issue is resolved.  

TROUBLESHOOTING STEPS

• Verify that your credentials for this provider are correct
• Check logging for indicators of other connection related issues between the MiCC server and provider. 

APPLIES TO

MiCC 8.0 and newer 

PROBLEM

Out Of Memory exceptions being thrown by MiContact Center services as a result of a memory leak int he MiTAI Client being used. 

RESOLUTION

This HotFix is to be applied onto MiContact Center 7.1.3.2 .

1. Download the attached KB355769.EXE to the MiCC server.
2. Double-click the KB355769.EXE file and follow the on-screen prompts.

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

APPLIES TO

MiCC 7.1.3.2 

PROBLEM

An agent is being placed unexpectedly in MakeBusy state. 

SYMPTOMS

The agent is picking emails or chats from the queue, rather than waiting for them to be delivered.  These items are not being handled immediately. 

CAUSE

Items that are picked, rather than delivered are subject to a sperate requeue timer. 

RESOLUTION

You can control the requeue timer for multimedia items picked using the Global Application Settings Editor.

1.  Go to [InstallDir]\Services\ConfigService\. 
2.  Launch the GlobalAppSettingsEditor.exe.
3.  Fill in the following:
Application: RoutineMediaService.exe
SectionGroup: Mitel.Routing.Acd.AcdRouterSettings
Name: (enter DefaultPickEmailRequeueTime for email, or DefaultPickChatRequeueTime  for chat)
Value: (enter the desired time in HH:MM:SS format)
Description: (enter who or why the setting is being changed here)
4.  Click Save.
     NOTE: It can take up to two minutes for the save to take effect.  Wait for the confirmation prompt before closing the Global Application Settings Editor.

APPLIES TO

MiCC 8.0 and newer