PROBLEM

In some cases old SMDR records could cause the Enterprise Server service to fall into an infinite loop, resulting in poor performance or triggering service restarts by the Server Monitoring Agent. 

SYMPTOMS

The Enterprise Server log may show a line like the following:

Info: 2017-Jan-06 12:00:44.912   EnterpriseServer::Stop()    at System.String.EqualsHelper(String strA, String strB)
   at prairieFyre.BAL.DataAnalysis.Engine.SMDRRecord.IsQueueCountPegged(Device device)

RESOLUTION

This HotFix is to be installed onto MiContact Center Business version 8.1.1.0.

1. Ensure that KB377624 is installed.
2. Ensure that KB386779 is installed.
3. Download the attached KB393158.EXE to the MiContact Center server.
4. Double-click KB393158.EXE and follow the on-screen prompts. 

APPLIES TO

MiContact Center Business 8.1.1.0 

PROBLEM

When opening a Callback monitor in Contact Center Client, the monitor will only display callbacks once their status is updated.  As a result, pre-existing callbacks will not be visible until something forces a status change, such as an attempted routing of the callback. 

RESOLUTION

This HotFix is to be installed onto MiContact Center Business version 8.1.2.0.

1. Download the attached KB393574.EXE to the MiContact Center server.
2. Double-click the KB393574.EXE and follow the on-screen prompts.

NOTE: Installing this HotFix will restart the MiContact center services.  To avoid service interruption we recommend applying the update after hours, or during a scheduled maintenance window.

APPLIES TO

MiCC 8.1.2.0 

PROBLEM

When selecting an email in ignite, it is taking 30 to 40 seconds for that email to load.

This HotFix also addresses an issue where Junking on email resulted in Junked an additional message. 

RESOLUTION

This HotFix is to be applied onto MiContact Center Business version 8.1.1.0.

1. Download the attached KB393054.EXE file to the MiContact Center server. 
2. Double-click the KB393054.EXE file and follow the on-screen prompts.

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

APPLIES TO

 MiCC 8.1.1.0

PROBLEM

Messages are sent into a queue, picked from that queue and transferred back before being picked again by an agent.  This results in Emails being sent to a FailedRoute state with the reason code of Hard Audit. 

RESOLUTION

This HotFix is to be applied onto MiContact Center Business version 8.1.2.0. 

1. Download the attached KB393073.EXE file to the MiContact Center server.
2. Double-click the KB393073.EXE and follow the on-screen prompts.

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

APPLIES TO

MiCC 8.1.2.0 

PROBLEM

This HotFix addresses two issues:

• Agent Greeting ports intermittently being unable to receive the DNIS or ANI values from the call being tapped

• Agent Greeting ports not properly releasing calls if the call is requeued 

RESOLUTION

This HotFix is to be applied onto MiContact Center Business version 8.1.2.0. 

APPLIES TO

INFORMATION

In a high-volume multimedia environment, the default ElasticSearch maximum memory size may be insufficient, and the service may restart on occasion, causing an alarm ALM0155.  Use the following steps to increase this maximum:
1.  Open a DOS command prompt window.
2.  Run the following command: C:\ProgramData\chocolatey\lib\elasticsearch\tools\elasticsearch-1.4.1\bin\service.bat manager
3.  In the Java tab, increase the "Maximum memory pool" value (2048 for 2GB limit, 3072 for 3GB limit, etc...). Feel free to set it as high as half the system memory - it will not immediately max out, but will only grow as needed.
4.  Press OK, then restart the ElasticSearch service.

APPLIES TO

8.X

Keywords: Elastic ElasticSearch memory ALM0155

PROBLEM

This HotFix resolves two issues:

• When the primary IVR fails, there is a 40 second execution timeout when querying the MiCCSDK
• IVR ports reporting that they are in a Ring No Answer state after supervised transfers 

RESOLUTION

This HotFix is to be installed onto MiContact Center Business version 8.1.0.0.

1. Download the attached KB393516.EXE to the MiContact Center server.
2. Double-click the KB393516.EXE and follow the on-screen prompts.

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

APPLIES TO

MiCC 8.1.0.0 

INFORMATION

NOTE:  Presently the only download location for MiCntact Center Business 8.1.0.1 or BluStar is via the Knowledge Management System available on connect.mitel.com.  It will be added to Mitel Online when 8.1.3.0 releases in July.

To enable CTI server capabilities, MiVoice Office 400 and MiVoice 5000 customers must install BluStar Server on the Enterprise Server, collocated with MiContact Center software. This article describes how to download and configure the BluStar Server for MiContact Center implementations.

We recommend you install BluStar Server prior to installing MiContact Center on the Enterprise Server. Once you have installed both the BluStar Server and MiContact Center software, you set your CTI Connection string on the media server in YourSite Explorer. See the BluStar Server documentation for content related specifically to the BluStar application.

NOTE: MiContact Center Version 8.1 requires BluStar Server Version 7.2.

Before downloading and installing the BluStar Server, you must enable the Application Server Role on the Enterprise Server.

Enabling the Application Server Role

To enable the Application Server Role:

1. From the MiContact Center Server, launch the Server Manager.
2. Select Add Roles and Features.
3. Navigate to the Server Roles page and select the check box beside Application Server.
4. Navigate to Application Server role services page and select the check box beside Web Server (IIS) Support.
5. When prompted to add additional features, click Add Features.
6. Navigate to the end and wait for the process to complete.

Downloading BluStar Server software

To download BluStar Server software:

1. Log on to the Enterprise Server with a Windows administrator account.

• The account must have full administrative privileges.

• Click I Agree [Download using Software Download Manager (Recommended)] to download using the Software Download Manager.
• Click I Agree [Download using HTTP] to download using your browser.
• NOTE: If you click I Disagree, you will be unable to download the software.

Setting up BluStar Server

To set up BluStar Server:

NOTE:

• The local SQL instance that is used by MiContact Center must have Mixed-mode Authentication enabled and the SA account must be enabled and configured with a password.
• If you use MiVoice Office A400, CSTA service must be enabled on the PBX. By default, this setting is turned off. In the MiVoice Office A400 Admin page, navigate to IP Network=>CSTA service, enable it, and click Apply.

1. On the BluStar Server Setup page, pick the relevant PBX and click Next.

APPLIES TO

MiCC 8.1.0.1 and newer with SIP 

DESCRIPTION

This alarm indicates communication problems between the MiContact Center server and the PBX (MiVoice Business) or CTI Server (SIP Environment) that it is communicating with.

SEVERITY

Critical

IMPACT

The result of the data loss between the MiContact Center server and the PBX (MiVoice Business) or CTI Server (SIP environment) could result in real time inaccuracies, reporting accuracies and a loss of historical reporting data.

TROUBLESHOOTING STEPS

Follow this article to troubleshoot Data Collection. 

APPLIES TO

MiCC all versions

PROBLEM

This HotFix addresses multiple issues:

• In Web-Ignite a security role which blocks access to real-time monitors will also prevent account codes from being visible
• Agents are unable to set themselves in a Make Busy state after handling a multimedia item
• Web-Ignite becomes intermittently unresponsive after extended use
• Transferring to resilient queues via a virtual queue group fails
• Calls in worktimer state become stuck in Ignite inbox.  New calls continue to be delivered
• No items are listed in the Ignite history when the 'All' filter is selected
• Queue group was placed into Do Not Disturb mode, and was subsequently removed in error
• Agent state showing unknown in Web-Ignite, and agents unable to change group options
• Some IVR servers were not synchronizing configuration changes unless the RoutingInbound service was restarted
• Web-Ignite showing stale calls in the inbox
• Agent on a multimedia item sets themselves Make Busy using the Contact Center Client, but is set back to available in error
• Completed calls were intermittently showing as on hold instead of worktimer
• Resilient Hunt Groups with resilient members were becoming stuck in a Ring No Answer state

RESOLUTION

This HotFix is to be installed onto MiContact Center Business version 8.1.1.0. 

1. Download the attached KB399587.EXE file to the MiContact Center server.
2. Double-click the KB399587.EXE file and follow the on-screen prompts.
3. Allow the Repackager process to complete, and any remote IVR servers to update.

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

APPLIES TO

MiCC 8.1.1.0 

PROBLEM

You find that some data is not being collected correctly by the WFM Connector. 

SYMPTOMS

Occasional agent interval data is missing from FTP data sent to WFM server. 

CAUSE

Calls which span more than 2 15 minute intervals will not be included in the FTP packet since the WFM service is sending data offset only by 15 minutes. For example, a call that arrives at 12:14:59 and lasts until 12:30:01 spans 3 15 minute intervals, the 12:00-12:15 interval when it arrived, the 12:15-12:30 interval that it was still occurring in, and the 12:30-12:45 interval when it ended. The 12:00-12:15 interval data was sent to the server at 12:30, so the call that began in interval 1 and didn't end until interval 3 is missed in the data upload because that upload occurred at 12:30. 

RESOLUTION

Run the historical data recollector with the -auto switch and it will recollect all interval data from the previous day and fill in the missing data.

By default, the Historical Data Recollector is found in:  [InstallDir]\Services\WFM\prairieFyre.WFM.Utilities.HistoricalDataRecollector.exe

Create a new scheduled task using the attached batch file to run 1 hour after nightly maintenance. By default, maintenance runs at 02:00, so schedule the task for 03:00.

NOTE: The attached batch file assumes a default [InstallDir] of C:\Program Files (x86)\prairieFyre Software Inc\CCM\ or C:\Program Files (x86)\MiContact Center\.  If you have installed to another location, you will need to edit the batch file accordingly.

NOTE: Prior to version 8.0.1.0, to rebuild AgentScoreCard (adherence) data, the Historical data recollector must be run manually and the timeframe selected must cross midnight for the day you wish to recreate the scorecard for. For example, you want to recreate the scorecard for Jan 19, 2016 - In the recollection tool, set the START DATE to 01-19-2016 and the START TIME to 23:45 then set the END DATE to 01-20-2016 at 00:15.

KNOWN LIMITATIONS: Same day WFM reports may be incomplete for the above mentioned reasons. Historical reports will be complete if data recollection is performed. 



VALIDATING DATA RECOLLECTION

1. Go to the log: [InstallDir]\Logs\DataProcessor.log.

2. There will be a log line to indicate that the service has started a summarize job:

***********************************STARTING LOGGING 2016-Apr-06 02:02:27.357***********************************

3. Then not far below, look for a line like the following to indicate what date or date range of call records it is summarizing:

Info 2016-Apr-06 02:02:32.757 Summarize process information - Summarize for 4/5/2016 starting. Start time: 4/6/2016 2:02:32 AM

4. After summarize has written to SQL you will see some log lines like:

Info 2016-Apr-06 02:03:19.721 Summarize process information - Summarize for 4/5/2016 ended. End time: 4/6/2016 2:03:19 AM; Duration: 00:00:46.9646057

Info 2016-Apr-06 02:03:19.722 Summarize process information - End time: 4/6/2016 2:03:19 AM; Duration: 00:00:47.1370509

5. If there are no errors or warnings in the logs, writing to SQL has completed at the time indicated.

6. Next look at the Historical Recollector log to ensure it did not start before the data was sent to SQL by the Data Processor Summarize. The log for the recollector is at [InstallDir]\Logs\prairieFyre.WFM.Utilities.HistoricalDataRecollector.log.

7. You will see a log line to indicate the recollector has started like this:

***********************************STARTING LOGGING 2016-Jun-02 03:12:48.940***********************************

8. You will see a log line a little lower showing the date range of data to re-send over FTP. It should be for the previous day on an automatically configured re-collection and then a log line farther down showing it has completed:

Info: 2016-Jun-02 03:12:49.298 Data collected and sent. ()

9. If there are no warnings or errors, then FTP files should havve been re-sent reflecting summarization of the previous days call records.

APPLIES TO

MiCC 6.x, 7.x, 8.x 

PROBLEM

After assigning ASR and/or TTS licenses in to the MiCC ARID in AMC, these licenses do not activate automatically. 

RESOLUTION

The process for enabling these licenses requires a manual step.  You must email NuanceRegistration@Mitel.com with the ARID, and the MAC address of the server where Nuance licensing will reside.  Once manually added, the Order Desk will email the key back to you. 

APPLIES TO

MiCC 8.X and newer 

PROBLEM

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

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

WORKAROUND

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

NOTE: A reboot may be required after adjusting the windows display settins.

APPLIES TO

6.0.1.0 and newer 

PROBLEM

Users are unable to drag and drop files onto the Desktop Ignite window in order to attache them to an email. 

WORKAROUND

Click the Add attachment button and select the file manually. 

RESOLUTION

In order to use the drag and drop functionality in Ignite you must ensure that:

• The client computer has Internet Explorer 10 or newer.
• You are running Ignite as a normal user (This functionality does not work if you run Ignite "as administrator")

APPLIES TO

MiCC Version 7.1.3 and newer 

PROBLEM

This HotFix addresses multiple issues:

• The Call Details pane intermittently in Ignite showing incorrect call details (two different root causes addressed)
• Ignite failing to load call details intermittently, and becoming stuck at 'Loading...' 
• Ignite showing stale calls in the Inbox
• Enterprise Server service log being flooded with warnings about a stale call

RESOLUTION

This HotFix is to be installed onto MiContact Center Business version 8.1.2.0.

1. Ensure that KB392414 is installed.
2. Ensure that KB393574 is installed.
3. Ensure that KB393576 is installed.
4. Download the attached KB401762.EXE to the MiContact Center server.
5. Double-click the KB401762.EXE and follow the on-screen prompts.
6. Allow the automatic updates to be applied to client computers.

NOTE: Installing this HotFix will restart the Mitel services.  To avoid service interruption we recommend applying this patch outside business hours or during a scheduled maintenance window.

APPLIES TO

PROBLEM

Intermittently callback requests were not being saved due to a concurrency error while writing to SQL. 

SYMPTOMS

In the MiCCSDK logs you will see warnings like the following:

Warning: 2017-May-22 13:29:43.701   Error saving changes due to a concurrency exception. Retrying...                                       (EntityFrameworkExtensions.SaveChangesSafe) 

RESOLUTION

This HotFix is to be installed onto MiContact Center Business version 8.1.1.0 .

1. Ensure that KB399587 is installed.
2. Copy the attached KB401979.EXE to the MiContact Center server.
3. Double-click the KB401979.EXE and follow the on-screen prompts.
4. Wait for any remote IVR servers to automatically update.

APPLIES TO

MiCC 8.1.1.0. 

INFORMATION

PREPARING TO INSTALL SERVICE PACKS OR HOT FIXES

PERFORMING A MICROSOFT SQL SERVER DATABASE BACKUP

1. On the local SQL Server, start Microsoft SQL Server Management Studio.
2. Connect to the SQL Server using your log on credentials.
3. In the left pane, expand the Databases list in the tree.
4. Right-click CCM Data, point to Tasks, and then click Back Up.  The Back Up Database dialog box opens.
5. Verify the database name in the drop-down list beside Database. Optionally, select a different database from the list.
6. In the Backup type list box, select Full.
7. Select Database as the Backup component.
8. Accept the default backup set name suggested in the Name text box or type an alternate name for the backup set.
9. Optionally, in the Description text box, type a description of the backup set.
10.  Specify when the backup set will expire and can be overwritten without explicitly skipping verification of the expiration data:

• To have the backup set expire after a specific number of days, click After (the default option) and select the number of days after set creation that the set will expire. This value can be from 0 to 99999 days; a value of 0 days means that the backup set will never expire.
• To have the backup set expire on a specific date, click On and select the date, from the drop-down calendar, on which the set will expire.

• NOTE: Ensure you have sufficient disk space available.

• Back up to the existing media set Select Append to the existing backup set or Overwrite all existing backup sets. To verify the date and time at which the media set and backup set expire, select Check media set name and backup set expiration. Optionally, type a name in the Media set name text box. If no name is specified, a media set with a blank name is created. If you specify a media set name, the media (tape or disk) is checked to see whether the actual name matches the name you enter here.
• Back up to a new media set and erase all existing backup sets Type a name in the New media set name text box and, optionally, describe the media set in the New media set description text box.

• Verify backup when finished
• Perform checksum before writing to media and, optionally, Continue on error.

• NOTE: Backup compression is supported in SQL Server 2008 Enterprise and later only.

• NOTE: If you are using Contact Center Management Version 5.3 or earlier you need to back up the CCM data only. If you are using Contact Center Management Version 5.4 or later you need to back up the CCM data and the CCM Statistical data.

CREATING AN ENTERPRISE SERVER SUPPORT PACKAGE

1. In Contact Center Client, click Management. The Management Console window opens.
2. Click Support.
3. Click Create a support package.
4. Follow the steps in the Support Package Wizard to package your telephone system records and YourSite configuration data.
5. Click Finish.
6. Go to the prairieFyre hive. Depending on your operating system this could be in one of two places:

• 32-bit Windows: HKEY_LOCAL_MACHINE\SOFTWARE\prairieFyre Software Inc\CCM\
• 64-bit Windows: HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432\prairieFyre Software Inc\CCM\

• PreviousVersion
• ProductVersion
• ServerVersion

ROLLBACK PROCEDURE

1. Stop all prairieFyre services and Microsoft Internet Information Server (IIS). This helps prevent file-in-use errors.
2. Go to Start >Search and type regedit . Press Enter to open the registry editor.
3. Go to the prairieFyre hive. Depending on your operating system this could be in one of two places:

• 32-bit Windows: HKEY_LOCAL_MACHINE\SOFTWARE\prairieFyre Software Inc\CCM\
• 64-bit Windows: HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432\prairieFyre Software Inc\CCM\

1. PreviousVersion
2. ProductVersion
3. ServerVersion

• NOTE: Follow the directory structure C:\Program Files\prairieFyre Software Inc\CCM … for this copy and paste operation.

RESTORING A MICROSOFT SQL SERVER DATABASE BACKUP

1. On the local SQL Server, start Microsoft SQL Server Management Studio.
2. Connect to the SQL Server using your log on credentials.
3. In the left pane, expand the Databases list in the tree.
4. Right-click CCM Data, point to Tasks, and then click Restore >Database. The Restore Database dialog box opens.
5. On the General page, the name of the restoring database displays in the To database list box. To create a new database, type its name in the list box.
6. In the To a point in time text box, either retain the default (Most recent possible) or select a specific date and time by clicking the browse button. If you click the browse button the Point in Time Restore dialog box opens.
7. To specify the source and location of the backup sets to restore, click one of the following options:

• From database Type a database name in the list box.
• From device Click the browse button, which opens the Specify Backup dialog box. In the Backup media list box, select one of the listed device types. To select one or more devices for the Backup location list box, click Add. When you are finished adding devices to the Backup location list box, click OK to return to the General page.

• Overwrite the existing database
• Preserve the replication settings
• Prompt before restoring each backup
• Restrict access to the restored database

• Leave the database ready to use by rolling back the uncommitted transactions. Additional transaction logs cannot be restored. (RESTORE WITH RECOVERY)
• NOTE: Choose this option only if you are restoring all of the necessary backups now. Alternatively, you can choose either of the following options:
• Leave the database non-operational and do not roll back uncommitted transactions. Additional transaction logs can be restored. (RESTORE WITH NO RECOVERY)
• Leave the database in read-only mode. Undo uncommitted transactions, but save the undo actions in a standby file so that recovery effects can be reverted. (RESTORE WITH STANDBY). If you select this option, browse to the location in which to store the standby file.

• NOTE: If you are using Contact Center Management Version 5.3 or earlier you need to back up the CCM data only. If you are using Contact Center Management Version 5.4 or later you need to back up the CCM data and the CCM Statistical data.

SUMMARIZING DATA

1. In Contact Center Client, open Management Console.
2. Click Maintenance.
3. Click Summarize data and follow the steps in the Summarize Data Wizard.

CONFIRMING COMPLETION

Ensure that the update process is complete before launching another patch, or restarting services or server.  Starting in MiContact Center version 8.0 all installers end with a Repackager process in the system tray which rebuilds the files for the Updater service to serve.  Ending this process prematurely can cause file corruption in those files being served to clients and remote nodes.

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 every 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

When using grid-view in ignite, sometimes marking one message as NoReply would also mark the next message in grid as NoReply. 

CAUSE

The grid-view was automatically selecting the next item for view after the previous was handled.  A race condition allowed the command (NoReply) to happen out of order.

RESOLUTION

This HotFix is to be applied onto MiContact Center Business version 8.1.1.0. 

APPLIES TO

MiCC 8.1.1.0.