PROBLEM

Snapshots in a VMware virtual environment can have a significant impact on server performance. Therefore we recommend that VMware snapshot best practices are followed as detailed in the VMware knowledge base article https://kb.vmware.com/selfservice/microsites/search.do?language=en_US&cmd=displayKC&externalId=1025279 

SYMPTOMS

Unexplained performance degradation with no obvious increase in CPU or memory usage. 

CAUSE

Taking a VMware snapshot results in a change log being created. By running a chain of snapshot there will be a series of change logs that can result in the virtual machine having to access multiple files for ever action. This causes a large increase in I/O operations and a degradation in performance.
 

RESOLUTION

If you have a chain of snapshots you must consolidate these onto the parent disk by using the delete function in snapshot manager. Deleting snapshots involves large amounts of disk reads and writes, which can reduce virtual machine performance until consolidation is complete.  

APPLIES TO

MiCC 6.X or newer 

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.

NOTE:  Manual unzipping is only required for an 8.0.0.0 installation.  All newer Offline Installer packages will extract automatically, but you must specify the path.

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]\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]\PFInstaller\PreReqs\
6. Now proceed with the installation through MiCC Setup. 
   
   

To perform an offline installation of the Remote Server Components

PROBLEM

The version of Elasticsearch used in the MiContact Center Business system is affected by a remote code vulnerability.  A remote unauthenticated attacker, using a specially crafted request, can escape the sandbox and execute arbitrary Java code.  A successful attack could allow the user to gain a remote shell or manipulate files on the server. 

RESOLUTION

Add a firewall rule to block incomming traffic to the MiContact Center Business server on port 9200. 

APPLIES TO

MiCC 8.0 or newer 

PROBLEM

When replying to an email in Ignite, if you include the queue email i the recipients, it can cause a loop as the reply is sent directly back into queue. 

RESOLUTION

You can add a failsafe to prevent this.

1. Open the EMail Media Server and load the Inbound workflow
2. Add a FROM activity to check if the Queue email address is in the FROM or CC fields.
3. On Success, add a No Reply activity to prevent that message from going back into queue.  Leave the Failure branch blank and it will continue onto the rest of the workflow.

APPLIES TO

MiCC 8.0. 

PROBLEM

You are looking to set the default Font and Font Size for all your Ignite clients. 

RESOLUTION 7.X

You can set a global default for these values via the GlobalAppSettingsEditor.  You can modify one or both of these values.

NOTE: The font type must be entered exactly as shown in the font drop down menu in ignite.

NOTE: Font sizes are a scale from 1 to 8.  The standard 'point' values for each number are as follows:
1 is 6pt
2 is 8pt
3 is 10pt
4 is 12pt
5 is 14pt
6 is 18pt
7 is 24pt
8 is 36pt

To add the values to your configuration, please do the following (note that if only adding one value, you skip the step for entering the other):

1. Go to [InstallDir]\CCM\Services\ConfigService\ and open the GlobalAppSettingsEditor.
2. Fill in the following settings on a new line if you wish to specify the default Font Size:

• Application: (Leave this box empty)
• SectionGroup: appSettings
• Name: FontSize
• Value: A number from 1 to 8 or default
• Description: An explanation of why the change is being implemented. Note that you must enter a value here to save.

NOTE: Deleting this line in the Global Application Settings Editor will not set the system back to default.  To do that, use default as the value.

3. Fill in the following settings on a new line if you wish to specify the default Font Type:

• Application: (Leave this box empty)
• SectionGroup: appSettings
• Name: FontType
• Value:(Enter the font name, as it appears in the drop-down menu in Ignite)
• Description:An explanation of why the change is being implemented. Note that you must enter a value here to save.

NOTE: Deleting this line in the Global Application Settings Editor will not set the system back to default.  To do that, use default as the value.

4. Click Save.  It will take 30 to 60 seconds to save.  Please wait for the confirmation box before closing the Editor.

RESOLUTION 7.1.3.X and 8.X

NOTE: In Version 8.0.0.0 the Value format has changed.  You are now specifying the "point" size of the font formatted like this:  12pt .

To add the values to your configuration, please do the following (note that if only adding one value, you skip the step for entering the other):

1. Go to [InstallDir]\CCM\Services\ConfigService\ and open the GlobalAppSettingsEditor.
2. Fill in the following settings on a new line if you wish to specify the default Font Size:

• Application: (Leave this box empty)
• SectionGroup: appSettings
• Name: FontSize
• Value: The point value for the font size desired (eg: 12pt).  Or set it to default to restore the default value.
• Description: An explanation of why the change is being implemented. Note that you must enter a value here to save.

NOTE: Deleting this line in the Global Application Settings Editor will not set the system back to default.  To do that, use default as the value.

3. Fill in the following settings on a new line if you wish to specify the default Font Type:

• Application: (Leave this box empty)
• SectionGroup: appSettings
• Name: FontType
• Value:(Enter the font name, as it appears in the drop-down menu in Ignite)
• Description:An explanation of why the change is being implemented. Note that you must enter a value here to save.

NOTE: Deleting this line in the Global Application Settings Editor will not set the system back to default.  To do that, use default as the value.

4. Click Save.  It will take 30 to 60 seconds to save.  Please wait for the confirmation box before closing the Editor.

APPLIES TO

7.0 and newer

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

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. Search for FailedRoute, or sort the Categories column to find those messages.
4. 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

PROBLEM

Intermittently agents receive a blank chat screen in Ignite. 

RESOLUTION

This HotFix must be installed onto MiCC 8.1.0.0.

1. Download the attached KB383468.EXE to the MiContact Center server.
2. Double-click the KB383468.EXE and follow the on-screen prompts. 
3. The Update package will automatically be updated, and if client updates are enabled it will be pushed to all client computers.

APPLIES TO

MiCC 8.1.0.0 

PROBLEM

After upgrade to 8.1 or later the 32 bit 3rd party Data Provider does not appear to function correctly.  

SYMPTOMS

• IVR failures on database activities in callflows.
• Missing Data Provider in Yoursite Explorer.

CAUSE

Configuration Manager service is now 64-bit. 64 bit SQL ODBC drivers from the 3rd party manufacturer are now required.  

RESOLUTION

Install 64 bit drivers. Use the ODBCAD32.EXE tool from the C:\Windows\System32 folder to configure the System Data Service Name (DSN).

NOTE: For ORACLE 11.2.0.1 there is a bug in the 64 bit version of that driver where .NET applications cannot read from Oracle 11.x

Use Oracle Instant Client Basic and ODBC 11.2.0.2 or later installations to obtain the proper driver or contact Oracle for support.

More information can be found here: https://blogs.msdn.microsoft.com/mariae/2012/07/05/arithmetic-operation-resulted-in-an-overflow-error-running-a-report-that-uses-a-connection-data-source-to-oracle-10/

APPLIES TO

MiCC 8.1 and newer 

PROBLEM

Account and classification codes are not displaying in Desktop or Web ignite. 

CAUSE

Account Code categories have been enabled and Ignite does not support this view. 

RESOLUTION

1. Log into Yoursite Explorer as a System Administrator
2. In the DEVICES pane, select Account Codes
3. On the Yoursite Explorer menu bar at the top of the screen, click the Configuration tab
4. After clicking configuration, on the right hand side of the top bar menu, uncheck Enable Account Code Categories
NOTE: (Code Categories are only supporting in Contact Center Client)
5. Save.  Close and re-launch Ignite, Account and Classification codes will now be available for use in Ignite. 
 

APPLIES TO

MiCC 7.X and newer 

INFORMATION

On January 31, 2017 Mitel removed the Application Connection license from all MiContact Center licensing.  While Mitel used to include Application Connection licenses for MiCollab UM to allow Mitel Partners to program the ports on the MiVoice Business, the ports are now programmed as a ‘Trusted Service’ on the MiVoice Business, and as such Application Connection licenses are no longer required.  You cannot use Trusted Services to build ACD Hot Desk extensions, or extensions of any kind.

The only application that still requires Application Connection licenses is MiCollab AWV (Audio/Web/Video).  The Audio ports are programmed on the MiVoice Business as Generic SIP Devices and therefore require the Application Connection license to allow that programming.  The Application Connection licenses were not included in the MiCC AMC bundles for use with AWV as MiCC AMC bundles do not include AWV licensing.

UCC Standard and Premium licenses include these Application Connection licenses for the audio ports, since AWV ports with HD codec are provided with these UCC licenses.

IMPORTANT: If any customer re-purposed the Application Connection licenses included with MiContact Center for use as ACD hot desk extensions, upon sync of the MiVB after this update, will immediately be in license violation. 

As communicated in Product Bulletin PB 20150541, customers were advised that

The previous requirement of one MiVoice Business user license per MiContact Center agent licenses still remains. If upon upgrading to Release 8.0 a customer does not have sufficient MiVoice Business user licenses to meet the needs of the agents using concurrent user licenses, you must contact your Mitel sales representative to purchase the proper number of user licenses.

Product Bulletin PA20160005 communicates this information as well;

If you leveraged these Application Connection Licenses to license ACD hot desk extensions and are now experiencing a license violation, you will need to purchase one of the following part numbers to remain compliant:

If the MiVoice Business is Standalone base software, you will need to purchase part number 54004976 - Standard User license x1 for each

If the MiVoice Business is Enterprise base software, you will need to purchase part number part number 54004975 - Enterprise User license. 

Note:  In USA, new sales are all Enterprise. 
Canada and Latin America can still sell Standalone.

If you need assistance with understanding the license violation timing, please contact AMC_Accounts@Mitel.com for support.

APPLIES TO

MiCC, all versions 

PROBLEM

When applying an update to the Enterprise Server that includes adjustments to the Client software, the server will (by default) try to push the updated client software to all client computers.  In environments with large numbers of client computers, or a network bottleneck between the server and clients (such as a WAN connection to another site) this can cause the network connection to become saturated.

For more information on the auto-update process, please see the System Engineering Guide (pg 53 in the current 6.0.2 guide).

ALTERNATE SOLUTIONS

1. The first alternate solution when auto-updating fails is to perform a manual update by copying the needed files to each client computer (Details can be found here).  This is an easy process, but labor intensive.  Only recommended in cases where network security or serious network bottlenecks are preventing updates to a small number of client computers. 

CREATING AN UPDATE PACKAGE

1. Install the service pack/fix pack on the CCM server
2. Create a folder structure which looks like this:
    PFYRECCP
                Applications
                Services

3. If you go to [InstallDir]\CCM\Applications\ on the sever, you will find a folder with each of the following names. Copy these folders into \PFYRECCP\Applications\.
    CCMWebStub
    CcsClient
    ContactCenterClient
    EmployeePortalStub
    FlexibleReporting
    Ignite
    MbgConnector
    OutlookPlugin
    SalesforceIntegration
    YSE

4. Next, copy from [InstallDir]\CCM\Services\ the folder named UpdaterService and MiAudioEmulationServer into \PFYRECCP\Services\ .
5. You should now have the following folder structure:
    PFYRECCP
        Applications
            CCMWebStub
            CcsClient
            ClientRole
            ContactCenterClient
            EmployeePortalStub
            FlexibleReporting
            Ignite
            MbgConnector
            OutlookPlugin
            SalesforceIntegration
            YSE
        Services
            UpdaterService
            MiAudioEmulationServer

5. Create a batch file called setup.bat .  The default configuration for a 32bit client is as follows:

net stop "updaterservice"
net stop "miaudioservice"

xcopy %TEMP%\PFYRECCP "%PROGRAMFILES%\PrairieFyre Software Inc\CCM" /s /c /h /e /r /k /y

net start "updaterservice"
net start "miaudioservice"

NOTE: There are a few considerations in how you create this batch file.

• If your clients have their Updater Service disabled already, you can remove the net stop and net start commands for updaterservice.
• The destination path may not be exactly as above.  %PROGRAMFILES% will always take you to the \Program Files\ folder, however on a 64 bit client we want to install into \Program Files (x86)\ instead.  The variable for this is %PROGRAMFILES(X86)%.
• If you have a mix of 32 and 64 bit client computers, this adds some confusion.  You can either duplicate the XCOPY line into both locations (thus doubling the space used on the client computers), or you can create two separate packages for deployment (your administrative action will need to distinguish)
• In MiContact Center Verison 8.X a new install of the software will install to %PROGRAMFILES(X86)%\Mitel\MiContact Center\ instead.  Check the installed path and adjust accordingly. 

6. Copy the batch file into the root of the \PFYRECCP\ folder
7. Ensure that you have WinRAR installed on the server (you may be able to use other archiving tools, but the configuration below will need to be adjusted accordingly).
8. Right-click the \PFYRECCP\ folder and Add to Archive.
9. Check Create SFX Archive.
10. Click the Advanced tab at the top, then click SFX Options.
11. In the General tab, Path to Extract field input %TEMP% .
12. Click the Setup tab.  In Run after extraction input %TEMP%\PFYRECCP\Setup.bat .
13. Click the Update tab.  Under Overwrite mode select Overwrite all files .
14. Click OK.
15. Click the Comment tab at the top.
16. In here is a section to Enter a comment manually which will have the following auto-populated:

;The comment below contains SFX script commands

Path=%TEMP%
Setup=%TEMP%\PFYRECCP\Setup.bat
Overwrite=1

17. Add a new line below Overwrite=1 that says Silent=1 .  It should now look like the following:

;The comment below contains SFX script commands

Path=%TEMP%
Setup=%TEMP%\PFYRECCP\Setup.bat
Overwrite=1
Silent=1

18. Click OK.

19. Deploy the PFYRECCP.EXE file using your administrative tools.  Note that it must be run while none of the software being updated is active.  Deploying as part of a login script is recommended.

NOTE: Although the archive unpacks silently, the batch file does not.  Users will see a command prompt pop up, a list of files fly by, and then the command prompt will close when it’s finished.  The process is complete as soon as the command prompt closes.

APPLIES TO

MiCC, 7.X

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 

INFORMATION

On January 31, 2017 Mitel removed the Application Connection license from all MiContact Center licensing.  While Mitel used to include Application Connection licenses for MiCollab UM to allow Mitel Partners to program the ports on the MiVoice Business, the ports are now programmed as a ‘Trusted Service’ on the MiVoice Business, and as such Application Connection licenses are no longer required.  You cannot use Trusted Services to build ACD Hot Desk extensions, or extensions of any kind.

The only application that still requires Application Connection licenses is MiCollab AWV (Audio/Web/Video).  The Audio ports are programmed on the MiVoice Business as Generic SIP Devices and therefore require the Application Connection license to allow that programming.  The Application Connection licenses were not included in the MiCC AMC bundles for use with AWV as MiCC AMC bundles do not include AWV licensing.

UCC Standard and Premium licenses include these Application Connection licenses for the audio ports, since AWV ports with HD codec are provided with these UCC licenses.

IMPORTANT: If any customer re-purposed the Application Connection licenses included with MiContact Center for use as ACD hot desk extensions, upon sync of the MiVB after this update, will immediately be in license violation. 

As communicated in Product Bulletin PB 20150541, customers were advised that

The previous requirement of one MiVoice Business user license per MiContact Center agent licenses still remains. If upon upgrading to Release 8.0 a customer does not have sufficient MiVoice Business user licenses to meet the needs of the agents using concurrent user licenses, you must contact your Mitel sales representative to purchase the proper number of user licenses.

Product Bulletin PA20160005 communicates this information as well;

If you leveraged these Application Connection Licenses to license ACD hot desk extensions and are now experiencing a license violation, you will need to purchase one of the following part numbers to remain compliant:

If the MiVoice Business is Standalone base software, you will need to purchase part number 54004976 - Standard User license x1 for each

If the MiVoice Business is Enterprise base software, you will need to purchase part number part number 54004975 - Enterprise User license. 

Note:  In USA, new sales are all Enterprise. 
Canada and Latin America can still sell Standalone.

If you need assistance with understanding the license violation timing, please contact AMC_Accounts@Mitel.com for support.

APPLIES TO

MiCC, all versions 

INTRODUCTION

This article describes the steps to drop and rebuild the database once SQL Express has reached its size limit of 10 GB

SUMMARY

SQL Express, unlike full SQL, has a database limit of 10 GB.  Once a database in SQL Express has reached 10 GB in size, no further data can be written into it.  At this time customers will encounter problems logging into the CCM website and are unable to run reports.  Follow the steps below to drop the existing database to create a new one.

NOTE:  It may be more time efficient to try our Data Purge Tool first before dropping and rebuilding the database.

INSTRUCTIONS

Create a backup of the .xml database

1. Launch Contact Center Client (CCC)
2. Click on Management in the top left corner
3. Select Configuration
4. Select Backup/Restore configuration data
5. Select Back up and save .xml file to Desktop
   

Drop the Existing Database

1. Launch SQL Server Management Studio
2. Connect to the local instance of SQLExpress
3. Expand Databases to see CCMData
4. Right-click CCMData and select Tasks then Detach
5. Add check-mark to Drop Database and Close Existing Connections
6. Right-click CCMStatisticalData and select Tasks then Detach
7. Add check-mark to Drop Database and Close Existing Connections
8. Click OK

   Browse to the database storage directory (Defaulted to <Install Dir>\Program Files\PrairieFyre Software inc\CCM\Database\ and move the CCMData.mdf, CCMData.ldf, CCMStatisticalData.mdf, and CCMStatisticalData.ldf files into another directory for safe keeping.