INFORMATION

Prior to MiContact Center Version 8.0.0.0 we did not have a selection for Teleopti in YourSite Explorer.  You can still configure a Teleopti connection, however.

In YourSite Explorer select the WFM type of TotalView, as most of the options behave the same.  See the Installation Guide for more details.

In particular, ensure that you double check:

• The real-time socket settings (these differ slightly from a TotalView system)
• The username (by default this is blank)
• The password (by default this is TELEOPTI)

These settings must match those on the Teleopti server under the Mitel section of it's configuration. 

APPLIES TO

MiCC 7.X 

DESCRIPTION

Users encounter an error message when trying to export a Forecast to Excel from inside the Contact Center Client or WorkForce Scheduling clients. 

SEVERITY

Error 

IMPACT

Forecast was not exported to Excel. 

TROUBLESHOOTING STEPS

There are two reasons why exporting forecasted reports to excel may sometimes not work which are independent of our software 

1. Security issue with template file location
2. Microsoft Excel license renewal dialog

1. Security issue with template file location

The excel report builder works by droping a dataset onto an report excel template file. The issue is that the template file location has not been identified by the Excel app as a trusted location. This causes a dialog message to appear stating "Office has detected a problem with this file. Editing it may harm your computer". This dialog prevents the report builder from exporting the report to excel and throws an exception. Error screeshots and logs are attached.

The steps to fix this issue are: 

1. Click Start, Run and type Excel
2. Click the Dash Arrow icon in the Title bar (see "dash arrow excel" attachment)
3. Select more commands
4. Select Trust Center
5. Click Trust Center Settings
6. Select trusted locations
7. Click add new location
8. Add the location of the xlt file so Excel will know to trust the file

2. Microsoft Excel license renewal dialog

If an excel license needs to be renewed a dialog message is launched each time excel is opened prompting the user to renew their license. Again, this dialog prevents the report builder from exporting the report to excel and lauches a dialog. 

APPLIES TO

6.0 SP1 through 7.1.X.X

PROBLEM

The 8.0 Installer fails to install pre-requisite components. 

SYMPTOMS

The installer logfile displays an error like the following:

Error: 2015-Dec-23 15:00:26.529   The operation has exceeded the timeout without completion.    ()
Error: 2015-Dec-23 15:00:26.531   Exception caught while attempting to deploy package:
--- Start Exception Stack ---
System.Exception: The operation has exceeded the timeout without completion.  Please check that your firewall is disabled and check log for more details.

   at prairieFyre.Installer.Core.Actions.ChocolateyInstaller.Process() in e:\TeamBuild\CCS\8.0.0.0_Deployment\src\Source\Applications\pfInstaller\prairieFyre.Installer.Core\Actions\ChocolateyInstaller.cs:line 87
--- End Exception Stack ---
 ()
Info: 2015-Dec-23 15:00:26.531   Finished ChocolateyInstaller          ()

CAUSE

Either a firewall or network condition is preventing the installer from downloading the needed files for pre-requisite installation. 

RESOLUTION

Use the Offline Install procedures as described below for local or remote installations.

To perform an offline installation of the MiCC Server

1. Ensure that the MiCC Installation Executable (available at Mitel Online), MiCC Offline Installer Package (available at Mitel Online), and 7-Zip (http://www.7-zip.org/download.html) are available on the MiCC Server. 
2. Install 7-Zip
3. Run the MiCC Installation Executable and select the extraction location. By default this will be [Extraction Location]\MiCC_80\PFInstaller\PreReqs\
4. DO NOT PROCEED with "Deploy Enterprise Server" when the MiCC Setup Activates.
5. Using 7-Zip, extract the contents of the Offline Installer Package to [Extraction Location]\MiCC_80\PFInstaller\PreReqs
6. Now proceed with the installation through MiCC Setup. 
   
   

To perform an offline installation of the Remote Server Components

INFORMATION

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

NOTE: To test that the permissions are correct, you should be able to access the shared directory on either system from the other without a logon prompt.  For example, on the remote server, type into an explorer or run window the UNC path for the Enterprise Server's IVR directory and ensure you can access it without a windows authentication message coming up.  IE: \\maincomputer\ivrdirectory should take you right to the IVRDirectory on the main computer from the remote computer, without asking you to login.  This folder requires that both the Administrators group, and Everyone group be given Read/Write permissions.    The Routing Inbound service on a remote IVR should run using the same service account as the Configuration service on the Enterprise server.

TROUBLESHOOTING INFORMATION

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

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

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

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

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

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

The rest can be disabled and shut-down.

APPLIES TO

IVR 6.0 and higher 

INFORMATION

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

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

Windows on the Client

APPLIES TO

CCM 5.7 GA, 5.7 SP1, 5.8, 6.0, 7.0, 7.1, 8.0, 8.1

PROBLEM

After creating an Excel Data Provider in YourSite Explorer you click the Test Connection button and it gets stuck on "Connecting". 

SYMPTOMS

After some time a fatal error is reported.

"...did not receive a reply within the configured timeout..." 

RESOLUTION

We will need to reinstall the Microsoft Access Database Engine 2010 components.

1. Go to Control Panel > Programs and Features
2. Uninstall all versions of Microsoft Access Database Engine 2010 present.
3. Click the start menu/button and type in cmd.exe.  Right-click the Command Prompt and Run As Administrator.
4. In the command prompt run the following two commands:

• choco install -force -y msaccess2010-redist-x64
• choco install -force -y msaccess2010-redist-x86

APPLIES TO

MiCC 8.X and newer

INFORMATION

Starting in MiContact Center Version 8.0.0.0, we had added a configuration setting to help control the Storage Service memory usage by capping the number of active emails in the MiCC server at any given time.

The MaxNumberOfActiveEmails will limit the maximum number of active emails in the system.  Once this threshold is reached the Storage Service will stop polling for new emails.  Once the number of active emails is reduced below the configured threshold the Storage Service will resume polling for new email messages.

In order to be counted as an active email, the MSG file must be in one of the following states:

• InQueue
• Ringing
• SystemInbox 

CONFIGURATION

By default the Storage Service is configured to stop polling for new emails if there are 10,000 active emails.  With an average estimated email size of 100 KB, 10,000 mails active means that the Storage Service is holding 1 GB of memory just for emails.  You can raise or lower this threshold if you wish.

1. Go to [InstallDir]\Services\ConfigService\.
2. Open the GlobalAppSettingsEditor.exe.
3. Fill in the following:
Application: (leave this blank)
SectionGroup: Storage.Properties.Settings
Name: MaxNumberOfActiveEmails
Value: (enter the maximum number of active emails before the storage service stops polling for new email)
Description: (enter a description of why the change was made and/or by whom here)
4. Click Save.
     NOTE: It can take up to 2 minutes to complete the save.  Wait for the confirmation message before closing the Global Apps Settings Editor.

APPLIES TO

MiCC 8.0 and newer 

INFORMATION

You can configure a server-wide default for both font and size in webchat.  By default we use the Andale Mono font and 11 px size. 

CONFIGURATION

1. On the MiCC server go to [InstallDir]\websites\Ccmwa\.
2. Open the Web.config file in an editor such as Notepad. 
3. Save a backup of the Web.config as Web.config.old.
4. Find the following values and replace them with your desired ones:
<add key="DefaultAgentChatFontSize" value="11px" />
<add key="DefaultAgentChatFontFamily" value="Helvetica" />
     NOTE:  The fonts you can choose are limited to:

• Andale Mono
• Arial
• Arial Black
• Book Antiqua
• Comic Sans MS
• Courier New
• Georgia
• Helvetica
• Impact
• Symbol
• Tahoma
• Terminal
• Times New Roman
• Trebuchet MS
• Verdana
• Webdings
• Wingdings

5. Once the changes are saved in the Web.config file agents will see the new defaults once they refresh their Ignite clients by right-clicking and selecting Refresh, or log out and back in.

APPLIES TO

MiCC 8.0 and newer 

INFORMATION

When the FastRecovery option is enabled for the Enterprise Server service, the IVQ monitor will not recover existing calls.  it will continue to display new calls coming in as normal. 

APPLIES TO

MiCC 8.0 and newer 

INFORMATION

The attached article contains the required gateway settings when using a SIP media server with MiContact Center 8.1.0.1 or newer.

In order to use this document, unzip the attached file and run the Settings.htm file to get started.

APPLIES TO

MiCC 8.1.0.1 and newer 

INFORMATION

The attached document contains information about applying AMC licensing included with your MiContact Center bundle.

APPLIES TO

MiCC 8.X 

DISCLAIMER: Certain Mitel product within this document may not be available to all Solution Provider levels. To purchase available products, Mitel product certification is required.

INFORMATION

In MiContact Center Version 8.1.0.1 we are introducing the ability to connect to supported SIP platforms.  At launch, we will have some limitations in functionality including the following:

• Setting a phone Active from the MiCC software will display as active, regardless of whether the actual phone is available or not.  If you set an unconnected phone as Active we will attempt to route calls to that phone until it fails, resulting in it either going into Reseize Timer, or a System MakeBusy state.
• When placing a call on hold via the software or phoneset, you must use the same method to remove hold.  For example, if you place a call on hold using the button in Ignite, you can only remove hold using the button in Ignite.
• Parking calls will display differently in Ignite depending on whether the call was a contact center-routed call (made from Ignite, or an ACD call), or a Native call (A call made directly to or from the phoneset, without involving the MiCC software).
• Parking a contact center-routed call will show the call on hold in your inbox
• Parking a Native call will clear the call from your inbox

APPLIES TO

MiCC 8.1.0.1 and newer 

PROBLEM

This HotFix addresses two issues:

• Agent Whisper workflows not keeping DNIS or ANI values passed from the IVR Inbound workflow
• Desktop Ignite application intermittently not showing the call details in the Inbox 

RESOLUTION

This HotFix is to be installed onto MiCC Version 8.0.1.1.

1. Download the attached KB363181.EXE file to the MiContact Center server.
2. Double-click the KB363181.EXE and follow the on-screen prompts.
3. Once the install is completed the repackager will run in the background to update the MiContact Center Client Component installer.

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

APPLIES TO

MiCC 8.0.1.1 

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 

PROBLEM

IVR / VWM ports on remote server won't go into service 

SYMPTOMS

IVR / VWM ports won't go into service

Ports are associated to the main CCM server, and not the remote server they reside on.  When you try to associate the ports onto the correct remote server YourSite Explorer reports "Extension could not be saved since you are licensed for 1 server". 

CAUSE

Licensing error as ports are being moved from one server to another 

WORKAROUND

APPLIES TO

IVR / VWM 6.0