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

DESCRIPTION

The telephone system synchronization failed and the area of its failure was Commit. 

SEVERITY

Error

IMPACT

The telephone system synchronization did not complete. 

TROUBLESHOOTING STEPS

Checking the telephone system synchronization logs may indicate what caused the error. Telephone System Synchronization logs can be found in [InstallDir]\CCM\Logs\ look for the prairieFyre.Services.DataSynchronizationService.TXT file.

1. Check the prairieFyre.Services.DataSynchronizationService.TXT  log file for details.

2. The main source of Commit errors involves the prairieFyre SQL database. If the synchronization logs refer to SQL errors or table conflicts, confirm that your credentials have the correct permissions in SQL and that there are no ForeignKeyConstraint errors. If there is a ForeignKeyConstraint error that mentions "tblConfig_Employee_tblConfig_ContactGroupMembers_fk_constraint" use the Tools > Reset clients utility in YourSite Explorer to refresh the configuration. (Note that this should be done during off-peak hours, because it will send the configuration to all clients in the site, which can consume a large amount of bandwidth.)

For other ForeignKeyConstraint errors, consult the following article: www.prairiefyre.com/kb/KnowledgebaseArticle50364.aspx

3. Commit errors are sometimes caused by media server configurations that cannot synchronize with YourSite Explorer.  The error will indicate the configuration field that is causing the error. Once you have identified this field, type the media server’s IP address in a web browser and check the media server's configuration. 

APPLIES TO

6.x.x.x 7.x.x.x 8.x.x.x

PROBLEM

In an environment with an alias domain name, YourSite Explorer returns an error when trying to create a media server. 

SYMPTOMS

The YourSite Explorer will return an error like the following:

Error: 2016-Oct-20 17:07:48.476

--- Start Exception Stack ---
prairieFyre.Configuration.BusinessObjects.MediaSync.UCWritebackException: Could not retrieve RBAC settings for the user: tendringdc\cvd. Please ensure that this user has correct permissions for Lync.
at prairieFyre.Configuration.BusinessObjects.MediaSync.WriteBack.MediaServerWriteBack.IsUserRBAC()
at prairieFyre.Configuration.BusinessObjects.OCS.FrontEndMediaServer.SetEnableForRBAC()
--- End Exception Stack ---
()

RESOLUTION

This hotfix is to be installed onto IVR 7.1.3.3.

1. Download the attached KB376833.EXE to the MiCC 7.1.3.3 server.
2. Double-click the KB376833.EXE and follow the on-screen prompts.

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

APPLIES TO

 IVR 7.1.3.3

INFORMATION

The MiContact Center license key provided for your MiCC Enterprise Server installation can be used twice.  The second instance is intended to facilitate either hardware replacement, or a staging/sandbox server before an upgrade.  This second installation should not be used for a second production server running in parallel on a permanent or long-term basis.

IMPORTANT:  When using the second license key instance for a staging/sandbox server you must be aware that if a license update is required (such as making a version 8.1 staging server, while your live server is still 7.1), the newer licensing model is officially the active one.  Once your licensing is updated, you can no longer make changes to the older server's licensing.  You must not update the license on the old server, as this will bring down the new licensing structure and could result in service failure where the new and old licensing models differ.

Once you have leveraged the second license key instance and you need to install new hardware, or update your licensing a third+ time you will need to request a new license key.  Each ARID can provide 1x new license key every 180 days.  1 new key allows for 2x licensing installation instances.  If you need another new license key within 180 days, you will need to contact AMC_Accounts@Mitel.com

APPLIES TO

MiCC all versions 

PROBLEM

In a multi-tenant environment, users in web-ignite were able to see handled emails from all sites, not just their own. 

RESOLUTION

This hotfix is to be applied onto MiCC 8.1.1.0.

1. Download the attached KB377767.EXE to the MiCC server.
2. Double-click the KB377767.EXE and follow the on-screen prompts. 

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

APPLIES TO

MiCC 8.1.1.0 

PROBLEM

When trying to make a change to an existing schedule, users experience an error. 

SYMPTOMS

The Workforce Scheduling client reports "The update did not succeed due to network congestion. Please try again" when saving a change.

A restart of the CCS service on the MiContact Center server will allow changes to be saved again.

RESOLUTION

This HotFix is to be applied onto MiContact Center version 7.1.3.3.

1. Download the attached KB376830.EXE to the MiContact Center server. 

APPLIES TO

MiCC 7.1.3.3 

INFORMATION

If you have a Mitel 3300 ICP (MCD 4.0 SP1 and above) or 5000/Axxess telephone system, you can add / remove agents from one or more agent groups with Agent Group Presence. After logging into Contact Center Client, agents use Interactive Contact Center to control their presence status in agent groups. Optionally, supervisors can use Interactive Contact Center to control the presence status of agents in specific agent groups.

CONFIGURATION

In order to successfully utilize Agent Group Presence in the Interactive Contact Center, you will need the following settings to be configured: 

1. Verify the employee attempting the action has an associated extension or agent

• Open YSE (Start=>All Programs=>Mitel=>YourSite Explorer)
• Click Employees
• Open the Employee in question
• Make sure there is at least one selected member under the Agent logins tab or one selected member under the Extensions tab

1. Launch CCMWeb (Start > Programs > Mitel > Mitel Contact Center Management)
2. Under YourSite, click on Enterprise.
3. On the main Enteprise Page, you will have a check box to enable Agent Group Presence, ensure it is checked.
   
   Please note that by enabling Agent Group Presence, a prompt will appear stating that the Collectorand MiTAI Proxy Server will be restarted. Please consider performing this outside of business hours as it will impact data collection, real-time statistics and softphone functions. It is also important to ensure that data buffering is enabled on the 3300 to prevent any data loss during the restart, if done during business hours.

• Open YSE (Start=>All Programs=>Mitel=>YourSite Explorer)
• Click on Agents or Extensions
• Find the Agent or Extension attempting to be controlled
• Ensure the Agent or Extension is associated to an Employee
• Verify it has Advanced real-time and reporting enabled
• Ensure that the COS (Class of Service) for the Agent or Extension has both HCI/CTI/TAPI options set to Yes.
  

• Open YSE (Start=>All Programs=>Mitel=>YourSite Explorer)
• Click on Agents or Extensions
• Find the Agent or Extension attempting to be controlled
• Ensure the Agent or Extension is associated to an Employee with an Advanced employee license.
• Ensure that the "Disable real-time monitoring and data collection on this device" is unchecked.
• Ensure that the COS (Class of Service) for the Agent or Extension has both HCI/CTI/TAPI options set to Yes.
  

3. Verify the agent or extension's Class Of Service has Group Presence Third Party Control enabled on the Mitel 3300 ICP. (This step should only be performed by a certified Mitel technician)

• Determine which Class of Service is configured for the agent or extension
• Open the Class of Service Options Assignment form
• Verify that the Group Presence Control and Group Presence Third Party Control options are enabled for the agent or extension's COS

NOTE: In a Hot Desking environment, the Agent COS will need these options enabled.  In a non-Hot Desking environment you should enable this setting on both Agent and Extension.

BEST PRACTICES

It is important to note that agents may join or leave agent groups but not queues. Agents become absent from a queue indirectly if they leave all agent groups associated with that queue. An agent who is present in an agent group which is associated to all queues would be disassociated from all queues simultaneously if they became absent in their agent group. Since the goal of agent group presence is to provide a dynamic response to varying queue activity, allowing agents to become absent from all queues simultaneously is counterproductive.

As a best practice, we recommend you associate agent groups to queues based on business groups within your organization. A unique agent group to business group queue(s) association allows agents who leave an agent group associated to a particular business group to remain present in an agent group(s) associated to other business group(s).

• Unable to acquire Invoker DN for third party join/leave control
• Unable to remove last agent's presence when calls are in queue

APPLIES TO

CCM 5.7 and above

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

PROBLEM

When making changes to an existing schedule, the workforce scheduling client would return an error and close. 

SYMPTOMS

The Workforce Scheduling client reports The update did not succeed due to conflicting changes with other users. Schedule was closed to avoid data corruption. Please reload the schedule and try again and then closes. 

RESOLUTION

This hotfix is to be applied onto MiCC Version 8.1.1.0. 

1. Download the attached KB377699.EXE to the MiCC server.
2. Double-click the KB377699.EXE and follow the on-screen prompts.
3. Client machines will update automatically if this option is enabled.

NOTE: Applying this hotfix will restart the Mitel services, and repackage the client component installer.  In order to avoid service interruptions we recommend applying this update after hours or during a scheduled maintenance window.

APPLIES TO

MiCC 8.1.1.0 

PROBLEM

This hotfix addresses several issues:

• Some agents unable to change MakeBusy status
• Some agents receiving ACD calls while already on an ACD call
• Improved handling of transfers
• Two agents receiving the same ACD call
• SIP Listener services stopped logging

RESOLUTION

This hotfix is to be applied onto MiCC for Skype for Business version 5.10.10.0. 

APPLIES TO

5.10.10.0 

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 

PROBLEM

Intermittently, when prompts play in callflow, no audio is heard, or messages are cut off before completion.

SYMPTOMS

The device logs indicate that the prompt is playing without errors, but no audio is heard, or audio is cut off before the prompt has finished playing. Restarting the related service may resolve the issue temporarily, but it will recur.

WORKAROUND

For prompts not playing, add a Delay activity of 1 or 2 seconds just after the Answer activity; for prompts being cut off before completion, add a Delay activity of 1 or 2 seconds just before the Hang Up activity.

APPLIES TO

6.x, 7.x, 8.x

PROBLEM

The installation of a pre-requisite component fails. This can occur on the MiContact Center server or a Client installation. Not applicable to version 8.1 downloaded September 6, 2016, or later.  The correct installation file is named:  MiCC.8100.20160627.2.EXE.

SYMPTOMS

Installer log reports an error like the following:

Checksum for 'C:\Users\ADMINI~1\AppData\Local\Temp\2\chocolatey\vcredist2010\vcredist2010Install.exe' did not meet
 '66B797B3B4F99488F53C2B676610DFE9868984C779536891A8D8F73EE214BC4B' for checksum type 'md5'.

Chocolatey log (%programdata%\chocolatey\logs) reports an error like the following:

ERROR: Empty checksums are no longer allowed by default.  Please ask the maintainer to add checksums to this package.  In the meantime, if you need this package to work correctly, please enable the feature allowEmptyChecksums or provide the runtime switch --allowEmptyChecksums 

RESOLUTION

Download a new copy of the 8.1 installer from Mitel online.  Ensure the correct file name:  MiCC.8100.20160627.2.EXE

WORKAROUND

1. Leave the MiCC Installer Open.
2. Open a command prompt As Admin.
3. Run the following command:  cup chocolatey --force
4. Run the following command:  choco feature enable -n allowemptychecksums
5. Click Retry on the MiCC Installer.

PREVENTATIVE MEASURES

Modifications can be made to files such that the Client Component Pack (CCP) is corrected for Visual C++ 2010 Redistributable, and clients who download the repaired CCP can install successfully:

1. On the MiCC server, browse to the CCM folder, and into the PFInstaller\Supplemental folder.
2. Edit the Client Component Pack.deploy file in Notepad.
3. Search for vcredist2010, and you should find the following line: <add key="Arguments" value="vcredist2010 -source &quot;[INSTALLDIR]PreReqs;http://chocolatey.org/api/v2/&quot; -y" />
4. Modify and save the end of this line so that it reads:                  <add key="Arguments" value="vcredist2010 -source &quot;[INSTALLDIR]PreReqs;http://chocolatey.org/api/v2/&quot; -y -version 10.0.40219.1" />
     NOTE:  If you are unable to save the changes, this means that there is extra security on the file structure.  Run Notepad As Admin in order to edit the file.  If you need to do this, then you must also run CMD As Admin in step 5.
5. Browse to the CCM\PFInstaller folder in a command prompt and run "Micc.RedistPacker.exe /repackCCP" (without quotes).
     NOTE: The Command prompt will go to the next line immediately.  The MiCC.RedisPacker process can take up to 30 minutes to complete.  It will be visible in your system tray, and task manager until done.
6. This will fix the CCP, and installation on clients that download the CCP going forward should not experience this issue.

SUPPLEMENTAL

If a remote server may be installed, the Remote Server Pack deploy file (same folder location) should receive the same modification. Step 5 would then change to use /repackRSP.

APPLIES TO

MiCC 8.0.x, MiCC 8.1 downloaded prior to September 6 2016

URGENT UPGRADE INFORMATION

Any MiContact Center Enterprise Edition Multimedia sites planning to upgrade from v5.8-7.x to v8.x are asked to wait until after January 10th to perform the upgrade. Any EE multimedia upgrades to v8.x from v5.8-7.x will lose their multimedia licenses if they upgrade before January 11th.

The part numbers affected are:

51300543             MiCC EE Premium Starter Pack
51300559             MiContact Center EE Premium Agent x1
51300560             MiContact Center EE Premium Agent x10
51300562             MiContact Center EE Premium Agent x50
51300563             MiContact Center EE Premium Agent x100
51300964             Upgd MiCC EE Basic to Prem Starter Pk
51300602             Upgd - MiCC EE Stnd to Prem Starter Pk
51300603             Upgd - MiCC EE Adv to Prem Starter Pk
51300973             Contact Center Basic to Premium Agent upgrade – 1 pack
51300974             Upgrade MiCC EE Basic to Prem x10
51300975             Upgd MiCC EE Basic to Prem x50
51300611             Contact Center Standard to Premium Agent upgrade – 1 pack
51300980             Upgd MiCC EE Stnd to Prem Agent x10
51300981             Upgd MiCC EE Stnd to Prem Agent x50
51300612             Contact Center Advanced to Premium Agent upgrade – 1 pack
51300983             Upgd MiCC EE Adv to Prem Agent x10
51300984             Upgd MiCC EE Adv to Prem Agent x50
51302927             MiCC EE Premium Starter Pack Bundle
51302928             MiCC EE Premium Agent Bundle x1
51302929             MiCC EE Premium Agent Bundle x10
51302930             MiCC EE Premium Agent Bundle x50
51302931             MiCC EE Premium Agent Bundle x100
51303085             Upgd MiCC Basic to Prem Bundle Strtr Pk
51303087             Upgd MiCC Std  to Prem Bundle Starter Pk
51303089             Upgd MiCC Adv to Prem Bundle Starter Pk
51302938             Upgd MiCC EE Basic to Prem Agt Bndle x 1
51302939             Upgd MiCC EE Basic to Prem Agt Bndle x10
51302940             Upgd MiCC EE Basic to Prem Agt Bndle x50
51302960             Upgd MiCC EE Std to Prem Agt Bndle x 1
51303079             Upgd MiCC EE Std to Prem Agt Bundle x 10
51303080             Upgd MiCC EE Std to Prem Agt Bundle x 50
51302961             Upgd MiCC EE Adv to Prem Agt Bndle x 1
51303081             Upgd MiCC EE Adv to Prem Agt Bundle x 10
51303082             Upgd MiCC EE Adv to Prem Agt Bundle x 50

For urgent upgrade requirements, please contact AMC_Accounts@Mitel.com during business hours.

MiCC Business Edition Multimedia upgrades will work as designed.
 

APPLIES TO

Versions 5.8-7.2 of MiCC Enterprise Edition

PROBLEM

Soft Phone tab is missing from 8.1.1.0 Contact Center Client for users who have Mitel Deskphone license.

 

CAUSE

Security role validation erroneously contains a check for a valid Softphone license, which is not required to use Phone Set Manager.

 

WORKAROUND

Apply a Softphone license. 

RESOLUTION

This hotfix is to be applied onto MiCC Version 8.1.1.0. 

1. Download the attached KB381762.EXE to the MiCC server.
2. Double-click the KB381762.EXE and follow the on-screen prompts.
3. Client machines will update automatically if this option is enabled.

NOTE: Applying this hotfix will restart the Mitel services, and repackage the client component installer.  In order to avoid service interruptions we recommend applying this update after hours or during a scheduled maintenance window.

APPLIES TO

MiCC 8.1.1.0 

PROBLEM

In an environment running MiCC for Skype 5.10.X with IVR 7.1.3.X when comparing reports, the Media Server Performance by Destination report was displaying an incorrect count of calls Handled when compared to IVR reports.

RESOLUTION

This Hotfix is to be installed onto MiCC Version 7.1.3.3. 

APPLIES TO

MiCC 7.1.3.3 

PROBLEM

When a customer lands on the Chat landing page, the fields to be filled in are labeled with ghost text.  However, since the "Your Name" field loads with the cursor already within, the ghost text is removed and customers are presented with an unlabeled blank white box. 

WORKAROUND

If the user clicks any other box, the ghost text will return. 

RESOLUTION

This hotfix is to be installed onto MiCC Version 8.1.0.0.

1. Download the attached KB376910.EXE to the MiCC Server.
2. Double-click the KB376910.EXE and follow the on-screen prompts.

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

APPLIES TO

8.1.0.0 

PROBLEM

With a Business Reporter license (no ACD licensing), YourSite Explorer hides the Queue configuration menu.  This is used for Ring Group configuration, and should be available. 

RESOLUTION

This hotfix is to be applied onto MiCC Version 8.1.1.0.

1. Download the attached KB377622.EXE file to the MiCC Server.
2. Double-click the KB377622.EXE and follow the on-screen prompts.

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

APPLIES TO

8.1.1.0 

PROBLEM

When comparing Queue Performance by Period reports to a LifeCycle report, some calls which appear in the LifeCycle do not appear in the Queue Performance report. 

RESOLUTION

This hotfix is to be applied onto MiCC Version 8.1.1.0.

1. Download the attached KB377624.EXE to the MiCC Server.
2. Double-click the KB377624.EXE and follow the on-screen prompts.

APPLIES TO

8.1.1.0 

PROBLEM

When using the CSM Data Import tool to convert a CSM database in DB2 format to MiCC, some statistics are not carried over correctly. 

RESOLUTION

This hotfix is to be applied onto MiCC Version 8.1.1.0. 

APPLIES TO

8.1.1.0