DESCRIPTION

Emails have entered a FailedRoute state in storage. This can happen for a number of reasons including an improperly configured workflow as well as unexpected workflow errors. 

SEVERITY

Major 

IMPACT

These email messages will not be routed. 

TROUBLESHOOTING STEPS (MiCC Version 7.X)

In order to determine why these emails did not route, please do the following:

1. Go to [InstallDir]\CCM\DataDirectory\SearchStorage\
2. Right-click the headers and ensure that Tags is checked.
3. Consult the 7~ section in the tags column to see what the reason code is.

Reason Codes:
0 - None (as far as the system can tell, nothing has gone wrong with this message.)
1 - Invalid destination (the destination address was not a valid email address)
2 - Workflow exception (the workflow ran into an error while processing this message.  Check the Routing Media log file for errors.)
3 - No workflow to run (the system does not see a workflow for this queue.  Check the Routing Media log file for errors.)
4 - Transfer exception (the transfer failed.  Check the Storage Service log for errors.)
5 - Audit not in enterprise services (this indicates that the message was InQueue, but the Enterprise Server did not know about it.  Check the Enterprise Server logs for errors.)
6 - No valid media server (the system thinks there is something wrong with the configured media server.  Check the Routing Media, and Enterprise Server logs for errors.)
7 - Hard audit (This conversation has been manually removed using the Router Diagnostic tool.)
8 - No matching queue email (This could be for email, chat, or sms.  It means that we were trying to do auto-routing (with the destination queues variable) but there was no queue with a matching email, sms number, or GUID for chat.
9 - Max re-ring attempts (If an item gets stuck in systeminbox we try to “re-ring” it several times but after repeated failures we fail the message.)
10 - Tags missing (There are some critical tags (eg. conversationId or smtpId) that are missing form the .MSG file and we cannot recover.)
11 - Bounce detected (This indicates the detection of a bounced email, or auto-reply.  Ping-Pong protection has tried to prevent a loop from occurring.)
12 - Tags out of step (There is a difference between what the tags say on disk and what search storage is reporting them as.  To prevent misrouting, the message has been failed.)

For example, if your tags showed:  0~nu617O; 1~Saturday, February 002, 2014 12:41:57 AM; 2~80667fbd-3a37-46ef-964e-829272463768; 3~; 4~51; 5~1, 6~True; 7~1; 8~; 9~; 10~; 11~; 12~; 13~; 14~; 15~; 16~; 17~; 18~; 19~

The above example shows Reason code 1: Invalid destination.

TROUBLESHOOTING STEPS (MiCC Version 8.X)

In MiContact Center Version 8.X you we no longer use Windows Search for indexing.  As such you will need to use the ElasticSearch Manager.

1. Go to [InstallDir]\Support\ElasticSearchManager\ .
2. Right-click Mi.ElasticSearchManager.exe and select Run As Admin.
     NOTE: This tool was designed for advanced support usage.  We do not recommend using features not mentioned in this article without support assistance.
3. If prompted for what type of search choose Multimedia.  This only occurs in 8.1 and newer.
4. In the Filter with archives box at the top type in FailedRoute and click Go.
5. This will return a list of messages found with the FailedRoute search.
6. The Folder column tells you the current state of the message.  Any in FailedRoute Folder are contributing to this alarm.
7. There will be a details column called FailedRouteReason.  The reason codes listed are the same as above, only without the numerical value.

APPLIES TO

7.0 and newer

Article ID: 52335 - Last Review: September 30, 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
• MiVoiceBorderGatewayConnector
• 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

SUMMARY

In order to achieve proper functionality for real time and reporting of Ring Groups as part of the MiContact Center real time and reporting suite, the information contained with this article must be considered when planning a new MiVoice Business Ring Group deployment, or when modifying an existing Ring Group deployment to facilitate real time and reporting in MiContact Center. This article outlines class of service options, ring group configuration settings, and features and functionalities in MiVoice Business Ring Groups that are unsupported by MiContact Center, and may cause adverse behavior in real time and reporting. 


Class of Service Options

NOTE: These class of service options are recomended for all extensions, however starting in MiCC 8.X RingGroup peg from the MiTAI data stream.

In addition to those golden rule class of service options, as outlined here, you must ensure the following options are configured for sets  within Ring Groups, and for the Ring Groups themselves that are used in conjunction with MiContact Center:

• HCI/CTI/TAPI Call Control Allowed
• This option must be set to YES
• HCI/CTI/TAPI Monitor Allowed
• This option must be set to YES

• SMDR External
• This option must be set to YES
• SMDR Internal
• This option must be set to YES
• Group Presence Control
• This option must be set to YES
• Group Presence Third Party Control
• This option must be set to YES
  

Ring Group Configuration
When planning, or modifying, a ring group configuration the following items must be followed for proper real time and reporting:

1. You cannot configure network devices within a ring group. While the MiVoice Business controller will allow for the configuration and utilization of remote network sets within a ring group, MiContact Center does not support these network devices, and as such real time and reporting may be unavailable, or inaccurate.
2. Only prime line devices can be configured within a ring group (sets cannot be configured with key line appearances, secondary lines, multicall lines, etc.). While the MiVoice Business controller will allow for the configuration and utilization of sets that are configured with more than one line, these sets will not be accurately reported on in real time and historical reporting. Ensure each member of the ring group has only a prime line configured on the set.
3. Call Forwarding should not be utilized in Ring Group configuration as it can cause inaccuracies in historical reporting.

Real time issues are only evident when viewing statistics and events in Contact Center Client, Ignite, or current day reports (prior to the nightly summarization). Manual summarization, or summarization during the nightly maintenance routines shows the correct peg count on these statistics.

1. When calls are placed on hold, and ring back is enabled, once the ring back timer elapses and the set is ringing this causes a double peg for calls offered and handled by the set
2. Internal calls to a ring group that overflow due to ring or queue timers will show as abandoned calls in real time when they are expected to peg as an interflowed call
3. Internal calls to a ring group that overflow to a path and are subsequently answered by an ACD agent handling that path, will peg the ring group with an abandoned call, when the expected peg is an interflowed call

Additional Information
For additional assistance, information, or to report issues not outlined above please contact your Mitel authorized channel partner or MiContact Center support.

PROBLEM

The W3WP.EXE process is used to run application pools, and in some cases can accumulate a large memory footprint. 

RESOLUTION

In order to resolve this issue, we recommend resetting the application pools on a daily schedule.

APPLIES TO

6.X and 7.X 

PROBLEM

Installing Elasticsearch fails. 

SYMPTOMS

In the MiCC.Installer.Core logfile you will see a line like the following:

Info: 2016-Aug-10 07:18:35.999   Setting JAVA_HOME to C:\Program Files\Java\jre1.8.0_91     ()

RESOLUTION

Elasticsearch has stored a JAVA_HOME variable for itself, and it has not updated after a java version update.

1. Open regedit.exe
2. Go to reg key HKLM/SOFTWARE/Wow6432Node/Apache Software Foundation/Procrun 2.0/elasticsearch-service-x64/Parameters/Java
3. Look at the value [Jvm].  It will be something like c:\Program Files\Java\jre1.8.0_101\bin\server\jvm.dll
4. Replace the value with %JAVA_HOME%\bin\server\jvm.dll 

APPLIES TO

MiCC 8.X 

ABOUT

Traffic Analysis is an optional application to Call Accounting and Contact Center Solutions. Traffic Analysis works in conjunction with the SX-2000 and 3300 ICP telephone systems.
In order to have summarized data for Traffic Analysis reports you must wait until the nightly maintenance routine runs the summary. The data for these reports is derived from the traffic stream. Traffic Analysis reports are not available in real-time.
For detailed information about traffic reports, refer to the Mitel Call Accounting Reports Guide. Traffic reports provide call statistics on DTMF receivers, route lists, route plans, routes, and trunks. You can create the following on-demand and scheduled traffic reports:

•  Attendant Console Traffic by Period report
•  Attendants Traffic by Period
•  Attendant Group Traffic by Period
•  DTMF Receiver Group Traffic by Period
•  Route List Traffic by Period
•  Route Plan Traffic by Period
•  Route Traffic by Period
•  Trunk Traffic by Period
•  Trunk Busy Hour Traffic by Day of the Week
•  Trunk and Trunk Group Traffic Usage by Day of the Week
•  Trunk Group Outgoing Traffic by Period
•  Trunk Group Outgoing Traffic Usage by Day of the Week
•  Trunk Group Outgoing Busy Hour Traffic by Day of the Week

CONFIGURING TRAFFIC

Before you generate Traffic Analysis reports you must configure data collection for Traffic Analysis.
To configure data collection for Traffic Analysis

1. Set up the telephone systems to collect traffic data
2. Configure the media servers for traffic data collection

Setting up telephone systems to collect traffic data
You can collect traffic data from an SX-2000 telephone system using datasets or using FTP without datasets. You can collect traffic data from a 3300 ICP telephone system over TCP/IP.

Setting up the SX-2000 without datasets

NOTE: The SX-2000 is no longer supported as of Version 6.0 of MiContact Center.

Using FTP and VT100, you can collect traffic data from an SX-2000 telephone system without requiring datasets.
FTP traffic data collection consists of two parts.

1. VT100 Transport Agent
   The VT100 Transport Agent logs in to the maintenance port of the SX-2000 and issues commands to transfer traffic data via FTP to a pre-configured server. This operation occurs every two hours.
2. FTP data collection
   The FTP data collection then downloads the traffic data files from the FTP server to the Enterprise Server. This occurs during the summarize function.

1. .Net Collector opens a VT100 connection to the SX-2000 and issues transfer commands
2. SX-2000 sends traffic files to the pre-configured FTP server
3. The Summarize process downloads, merges and files traffic data to the Enterprise Server from the FTP server.
   See Figure 12-1.

Figure 12-1 SX-2000 architecture without datasets

Setting up the 3300 ICP
You must specify traffic data options on the 3300 ICP Traffic Options Assignment form in order to collect traffic data and produce reports with the Traffic Analysis application.

The Traffic Options Assignment form is a form-driven method to obtain time-based traffic reports on telephone system usage. You can generate reports that cover attendant usage, channel utilization, system activity, data station usage, delay to dial tone, extension-to-extension calls, feature usage, and trunk use.

NOTE:

• You can define up to six time slots.
• If the start and stop time are blank while the time slot is active, an error message is displayed when the commit operation is attempted; in this case, the changes will not be committed.
• No two traffic slot stops should be less than 5 minutes apart. This time is required for the system time to generate the previous report.
• Making changes to the data in this form and recommitting interrupts a traffic report that is running.
  

1. Log onto the 3300 ICP telephone system.
2. Browse to the Traffic Options Assignment form.
3. Click Change.
4. Configure the traffic options as described in Table 12-1.

Table 12-1 3300 ICP Traffic Options Assignment form

Assigning a port
You must assign a port to the 3300 ICP to output traffic data.
To enable traffic data output

1. Log on to the 3300 ICP telephone system.
2. Browse to Application Logical Port Assignment.
3. Select Traffic Report Port.
4. Click Change.
5. Under Port Physical Name, type LPR1.
6. Click Save.

1. Click Start=>Programs=>Accessories=>Communication=>Hyperterminal.
2. After Name, type Traffic.
3. Click OK.
4. After Host address, type the IP address of the 3300 ICP
5. After Port number, type 1754.
6. After Connect using, select TCP/IP.
7. Click OK.
8. Wait the interval time you selected in the Traffic Options Assignment, for example 15, 30 or 60 minutes. The traffic should then output to your screen.
9. After the output is complete, you can disconnect and close the hyper terminal window.

Configuring media servers
To verify the traffic collection for the 3300 ICP

1.  Open the YourSite Explorer
2.  Using an administrative user name and password, log on.
3.  Click Media Servers, on the left.
4.  Select the media server you wish to enable traffic reporting on.
5.  Click the Data Collection tab.
6.  Verify the Traffic Analysis check box is selected and the port is 1754.
7.  Wait 15 minutes for the first interval to complete.
8.  On the Enterprise Server, browse to [InstallDir]\CCM\DataDirectory\Node_0X.  This is the directory of the media server for which you configured traffic options.  NOTE: If you are uncertain which Node folder to check, check the media server in YourSite Explorer for it's Node ID.  You should see a new file with the following naming convention, TYYYYMMDD.txt. For example, T20110127.txt, where YYYY is the year, MM is the month, and DD is the day.
9.  Double-click the file to open it and view the traffic data.

APPLIES TO

CCM Versions 5.8 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 

PROBLEM

Some calls waiting in queue are not visible in the IVQ monitor, even though they display in QueueNow. 

RESOLUTION

This HotFix is to be installed onto MiContact Center Version 8.1.0.0. 

APPLIES TO

MiCC 8.1.0.0 

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.

NOTE: You must update all components in order to avoid version mismatch errors.  This includes the prairieFyre Updater Service and the prairieFyre MiAudio Emulation Service.

Verify that the ManifestIDs have updated:

On the client PC:

5.  Browse to [InstallDir]\CCM\Updater\Applications\{b9885822-745d-431e-8776-b6a504290ef3}

6.  Look back at the value you noted in step 4.  There should be a file in the folder here with that name, and the extension .appliedmanifest.

If the file exists, ManifestIDs are updating.  You can now simply copy over the application files you need.

If this file doesn't exist, your ManifestIDs aren't updating; please see the section entitled "Manually Updating the Manifest IDs", at the bottom of this article.

Manually copying over application files:

Determining which files you need to copy:

- You will always need to copy over Appstart.zip and UpdaterService.zip from the server.

- Ignite:  If the user needs Ignite, copy over Ignite.zip

- Contact Center Client:  

- 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

- YourSite Explorer:  YSE.zip

- SalesForceIntegration, MbgConnector, and FlexibleReporting (CCM for 3300 only):  Each of these applications will also require the appropriately-named zip file be copied.

Copying the files:

Note:  Before copying over application files, please check the TaskManager > Process tab to ensure the application you are attempting to update is not still silently running in the background.

1. Application files on the server are here:  [InstallDir]\CCM\Websites\CCMWeb\Applications  .  

Each application is in its own subfolder.  There is a zip file in each folder.  It is the zip file you want to copy.   (e.g. [InstallDir]\CCM\Websites\CCMWeb\applications\Ignite\Ignite.zip)

2. For the applications you need (see note below - Determining which client ), copy the appropriate zip files to this directory on the client machine:   [InstallDir]\CCM\Applications .  

Note:  Copy the zip files directly to Applications, not to the subfolder for the application name.  

3. On the client PC, unzip all the zip files you've copied into Applications, overwriting the original folders.

MANUALLY UPDATING MANIFEST IDs (not usually necessary):

If ManifestIDs are not updating automatically, you can update them manually.

For AppStart, and the again for each other client application you need, follow the procedure below to update the manifestID

On the MiCC Server:

1.  Open Notepad. 

2.  Browse to [InstallDir]\CCM\Websites\CCMWeb\Applications

3.  Locate the appropriate ManifestID file, and drag it into the Notepad window.  

- 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

4.  In the file, look for the section named applicationID= , and note the value.  Then, look for the section named manifestID=, and note the value of that, as well.  (There is a screenshot below with each value highlighted in an example file.)

On the client PC:

5.  On client PC, browse to [InstallDir]\CCM\Updater\Applications

6.  In that folder, browse to the folder where the name matches the application ID you noted in step 4.  (If the folder doesn't exist, create one.  Include the "{}" brackets.)

7.  Within that folder, create a file with this the manifest ID you noted in step 4 as the name, and with the extension  .appliedmanifest .  For example:  995e691-b00f-4e62-a71f-98c64b012dd6.appliedmanifest 

Do this procedure for AppStart, and any other client applications required on the PC.

Screenshot of a sample Application Manifest file:

ADDITIONAL INFORMATION

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) 7.X.X.X and older.

Keywords: manually update contact center client applications

INFORMATION

PROBLEM

A licensing error occurs when updating or upgrading a license to 7.1 or older. 

• 51300955 MiCC EE Basic Starter Pack
• 51300541 MiCC EE Standard Starter Pack
• 51300542 MiCC EE Advanced Starter Pack
• 51300543 MiCC EE Premium Starter Pack
• 51302191 CC Base Syst Activate - Prem IVR

RESOLUTION

If you have one of the above licenses and need to update/upgrade your license, or have already done so please contact AMC support to have your license corrected.  For more information, please see the link below. 

APPLIES TO

MiCC 7.1 and older 

Problem

Workforce Scheduling clients cannot connect to the server

Symptoms

When opening the WFS client you will see the error:
“A network-related or instance-specific error occurred while establishing a connection to the SQL server. The server was not found or not accessible.”

Cause

The Server and clients may not be on the same domain or for whatever reason the clients cannot resolve the computer name of the server, possibly because of a DNS issue.

Resolution

The WFS clients pull down SQL information from the connection string on the server inside the registry.  If the clients cannot resolve this computer name, we need to do one of the following workarounds:

NOTE:  Do not perform step 2 on the MiContact Center server.  This is for client machines only, and can cause serious issues with real-time and softphone control if performed on the server itself.

1. Edit the connection string on the server to use the IP instead of the computer name.

• On the server, type regedit in the Run box then press Enter
• Expand the key HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\prairieFyre Software Inc\CCM\Client
• Double click the ConnectionString key on the right and modify the DataSource
• You should see something in the string like 'Data Source=CCM\SQLEXPRESS'
• Replace the computer name with the IP address of the server
• In this example, after the change it would look like 'Data Source=192.168.1.100\SQLEXPRESS'

• Type regedit in the RUN box to open the registry editor.
• expand the key HKEY_LOCAL_MACHINE\SOFTWARE\prairieFyre Software Inc\CCM\Common
• Create a new String Value called CCSConnectionString and set the value to the same as in step #1

• With notepad, edit the hosts file located in "c:\WINDOWS\system32\drivers\etc\hosts"
• Add the server IP address and server computer name on a new line below the loopback (127.0.0.1   localhost)
• Example: 192.168.1.100     CCM

Applies To

CCM version 5.6 and newer

PROBLEM

In an environment using preferred agent routing, emails which are picked up by an agent in one queue, then transferred to another queue would intermittently be sent to a FailedRoute state.

RESOLUTION

This Hotfix is to be installed onto MiCC Version 8.0.1.0 and KB341275. 

APPLIES TO

MiCC 8.0.1.0 

DESCRIPTION

This alarm occurs when a Remote IVR or Routing service is unable to connect to the MassTransit service on the MiContact Center server. 

SEVERITY

Major 

IMPACT

The Remote IVR or any of the Routing services on the server are unable to initialize mass transit and as a result the remote IVR services will not be able to file reporting properly and endpoint monitor will not function properly.  For the router media service, multimedia conversations will not route properly and voice won't if you are using a SIP media server. 

TROUBLESHOOTING STEPS

If this happens within a remote IVR service then the following things should be checked:

1. Is the mass transit service running on the MiCC Server?
2. Is the remote IVR machine on a workgroup or domain? 

• We must ensure the remote IVR box can resolve the hostname (not just IP) of the main MiCC Server.
• If the remote IVR service must be installed on a computer NOT on the same domain or for some reason not using same DNS then adding a host file entry to each machine may be required, meaning, host file entry on MiCC Server for the remote IVR box and a host file entry on the remote IVR box for the MiCC Server.
• Being on a domain and both machines pointing to the same DNS prevents this issue.

This alarm could also be fired from any routing service on the server itself if for some reason it cannot talk to mass transit properly or in a timely fashion. A restart of the effected service may be required if our subsquent retries don't succeed.
 

APPLIES TO

MiCC 8.0 and newer 

TABLE OF CONTENT

CCM displays error and event messages to inform you of successful and unsuccessful operations. A subset of the error and event messages have been assigned unique ID numbers in the form ABC####

Summary

The following guide provides information about SQL Views.

The SQL Views are already installed as part of the CCM.  The ZIP file attached is a guide explaining how to use them.

(Extract the files and open Default.htm with Internet Explorer)

NOTE:  If you are running 6.0.2, you will need to update to 6.0.2.1 or newer to use the SQL Views.  Older versions of our software also work properly with SQL Views.

INFORMATION

Account Codes are identifiers added to contact records.  You can use them to distinguish between individual departments, projects, or services and generate reports on them.  Agents can use these account codes to identify a call, or portion of a call as a specific departments, projects, or service.  For example if an agent answers calls for multiple companies could use account code 01 for company A, account code 02 for company B, and account code 03 for company C.  Most account codes are delivered in the SMDR data stream

Account codes can be set as Classification Codes.  When this is done, this code must be applied using the MiCC software (Contact Center Client PSM, Softphone, or in Ignite).  This code will now associate an entire contact handling time when entered, instead of only a portion.  Classification codes are reported in the ACD stream instead of the SMDR stream and is placed here by the software as opposed to the phone system itself.  If Classification codes are entered on the physical phone they will be input into the incorrect data stream, and will cause reporting errors.

You can also Force account codes, which requires the account codes to be entered for each contact.  With a Forced Verified Account Code an agent is required to enter an account code before dialing the call.  With a Forced Verified Classification Code an agent must enter a classification code at the end of the call. 

NOTE: If you are running CCM version 6.0.0.4 or earlier, and you are using forced account codes and have a Make Busy button programmed on your Mitel phone set, you must remove the Make Busy button, otherwise the forced account codes will not work with Interactive Contact Center and PhoneSet Manager.

REPORTING

• SX-200
• SX-2000

• 3300ICP
• 5000
• Axxess

APPLIES TO

CCM and CA all versions 

SUMMARY