PROBLEM

When using Active Directory authentication users would be logged into CCMWeb automatically.  Any attempt to log out of CCMWeb in order to change logins would simply log them back in as the same (current Windows) user.

RESOLUTION

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

1. Go to https://www.mitel.com/
2. Click the Log in button.
3. Click the Sign in button under Connect.
4. On the left, select the Software Download Center.
5. Expand the tree to MiContact Center Business and then down to MiContact Center Business 8.1.2.0 and HotFixes.
6. Download the MiCC HotFix KB424057.exe HotFix to the MiContact Center server.
7. Double-click the MiCC HotFix KB424057.exe and follow the on-screen prompts.
8. Wait for the repackager and auto-updates to complete.

APPLIES TO

MiCC 8.1.2.0 

INFORMATION

PROBLEM

The MiCCSDK is not respecting Device Lists that block access to certain Account Codes.  This can be seen in OIG SalesForce integrations, Web-Ignite, or direct MiCCSDK queries. 

RESOLUTION

This HotFix is to be installed onto MiContact Center Business version 8.1.4.0.

1. Go to https://www.mitel.com/
2. Click the Log in button.
3. Click the Sign in button under Connect.
4. On the left, select the Software Download Center.
5. Expand the tree to MiContact Center Business and then down to MiContact Center Business 8.1.4.0 and HotFixes.
6. Download the MiCC HotFix KB441591.exe HotFix to the MiContact Center server.
7. Double-click the MiCC HotFix KB441591.exe and follow the on-screen prompts.
8. Wait for the repackager and auto-updates to complete.

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

APPLIES TO

Data Collection Troubleshooting Checklist for MiContact Center Business using MiVoice Business

When a system is not collecting data, please ensure the following questions are asked and answered before logging a ticket.

1. Can we ping the PBX? Telnet to ports 15373 and 1752?

• If we do not see data via telnet, it is a PBX/hardware or network issue; but if we see data in the above tests we should be able to collect it.

2. Check whether data flowing in data link in YourSite Explorer.

3. Check raw ACD/SMDR txt files.

4. Ensure the system is properly licensed (e.g. if you have several PBXs, ensure that a Network License is present) 

5. Check YSE > Servers for a server object with the correct name and IP. The name should match what you get when running the HOSTNAME command at the command prompt, and the IP should match the IP address you get from running the IPCONFIG command. (If the server has dual NICs, it must be the IP of the NIC on the voice network.)

• If there is more than one object with the correct name, rename all but one.  Normally the newest added server is the one to be renamed.
• Ensure that the hostname of the MiContact Center server is 15 characters or less.  Data collection will not start if the hostname exceeds 15 characters.

6. YSE > Servers, select the good server object, and look at its properties. There is a field named “Domain”. It must have the IP of the CCM server specified (if the server has dual NICs, it must be the IP of the NIC on the voice network.) If this is wrong, fix it (it’s a drop-down, so just select the right IP), and save changes in YSE.

7. Go to the registry, and in HKEY_LOCAL_MACHINE > Software > wowo6432node> prairieFyre software inc > CCM > Common, ensure that the ComputerName and EnterpriseIPAddress values are the same as what we have above (correct hostname, and IP on the data network if you have dual NICs). IMPORTANT: If these values are incorrect, re-run the Configuration Wizard to correct them; we do not recommend manually editing them in the registry).

8. Check YSE > Media Servers; open the properties of Media Server being investigated.

• In the General tab, ensure that the correct server object is selected (see above).
• Go to the Data Collection tab, and ensure that TCP is highlighted in orange on the left side of the lower pane.

9. Check buffereddatadirectory (in [InstallDir]\bufferdatadirectory) to ensure collector is not filing data there. If it is, then we are looking at an issue where the collector cannot connect to the enterprise.

10. Restart enterprise and collector services.  If restarting these services corrects the issue, please collect a support package.

PROBLEM

The RSSBus component of IVR was only compatible with TLS version 1.0.  As of July 22nd, Salesforce is discontinuing support for TLS 1.0, requiring a more up to date version.

This HotFix upgrades the supported TLS version to 1.2. 

NOTE: This affects ODBC Queries in IVR to Salesforce, and CRM.  SAP will benefit from the updated TLS version after testing is complete in MiContact Center Business version 9.0.0.0. 

RESOLUTION

This HotFix is to be installed onto MiContact Center Business version 8.1.3.0. 

1. Go to https://www.mitel.com/
2. Click the Log in button.
3. Click the Sign in button under Connect.
4. On the left, select the Software Download Center.
5. Expand the tree to MiContact Center Business and then down to MiContact Center Business 8.1.3.0 and HotFixes.
6. Download the MiCC HotFix KB400310.exe HotFix to the MiContact Center server.
7. Double-click the MiCC HotFix KB400310.exe and follow the on-screen prompts.
8. Wait for the repackager and auto-updates to complete.

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

APPLIES TO

 MiCC 8.1.3.0

PROBLEM

This HotFix addresses two issues:

• The longest waiting time in Ignite's real-time monitors will pause periodically rather than counting up.
• If one drags and drops a call from IVQ into the same IVQ monitor, it is transferred to a random queue in that monitor.  It should not transfer at all within the same monitor.

RESOLUTION

This HotFix is to be installed onto MiContact Center Business version 8.1.3.0. 

1. Go to https://www.mitel.com/
2. Click the Log in button.
3. Click the Sign in button under Connect.
4. On the left, select the Software Download Center.
5. Expand the tree to MiContact Center Business and then down to MiContact Center Business 8.1.3.0 and HotFixes.
6. Download the MiCC HotFix KB410407.exe HotFix to the MiContact Center server.
7. Double-click the MiCC HotFix KB410407.exe and follow the on-screen prompts.
8. Wait for the repackager and auto-updates to complete.

APPLIES TO

MiCC 8.1.3.0 

PROBLEM

This HotFix corrects several issues:

• Callback requests weren't being committed to SQL due to a concurrency error. 
• Agents are returned to an available state after being set to Make Busy during a Multimedia item was being worked.
• The Ignite Inbox was showing calls stuck in a Hold state after the agent had actually disconnected and was in Work Timer.
• Interactive Visual Queue (IVQ) monitors were not displaying the checkmark for IsCallback column.

SYMPTOMS

The MiCCSDK log shows lines 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 8.1.3.0. 

1. Ensure that KB410407 is installed.
2. Go to https://www.mitel.com/
3. Click the Log in button.
4. Click the Sign in button under Connect.
5. On the left, select the Software Download Center.
6. Expand the tree to MiContact Center Business and then down to MiContact Center Business 8.1.3.0 and HotFixes.
7. Download the MiCC HotFix KB410718.exe HotFix to the MiContact Center server.
8. Double-click the MiCC HotFix KB410718.exe and follow the on-screen prompts.
9. Wait for the repackager and auto-updates to complete.

APPLIES TO

MiCC 8.1.3.0 

PROBLEM

When searching the list of account codes in Web-Ignite, only the first 15 results will populate and no Search More button is available to see the rest. 

RESOLUTION

This HotFix is to be installed onto MiContact Center Business version 8.1.3.0. 

1. Ensure that KB410407 is installed.
2. Go to https://www.mitel.com/
3. Click the Log in button.
4. Click the Sign in button under Connect.
5. On the left, select the Software Download Center.
6. Expand the tree to MiContact Center Business and then down to MiContact Center Business 8.1.3.0 and HotFixes.
7. Download the MiCC HotFix KB412420.exe HotFix to the MiContact Center server.
8. Double-click the MiCC HotFix KB412420.exe and follow the on-screen prompts.
9. Wait for the repackager and auto-updates to complete.

APPLIES TO

8.1.3.0 

PROBLEM

This HotFix addresses an issue where Call Notes would be lost if a call was transferred from one answering queue to another.

RESOLUTION

This HotFix is to be installed into MiContact Center Business version 8.1.3.0. 

1. Ensure that KB410407 is installed.
2. Ensure that KB410718 is installed.
3. Go to https://www.mitel.com/
4. Click the Log in button.
5. Click the Sign in button under Connect.
6. On the left, select the Software Download Center.
7. Expand the tree to MiContact Center Business and then down to MiContact Center Business 8.1.3.0 and HotFixes.
8. Download the MiCC HotFix KB411802.exe HotFix to the MiContact Center server.
9. Double-click the MiCC HotFix KB411802.exe and follow the on-screen prompts.
10. Wait for the repackager and auto-updates to complete.

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

 8.1.3.0

PROBLEM

Some calls were being counted twice towards the totals in Queue Spectrum reports. 

RESOLUTION

This HotFix is to be applied onto MiContact Center Business version 8.1.3.0.

1. Ensure that KB410407 is installed.
2. Ensure that KB410718 is installed.
3. Ensure that KB411802 is installed.
4. Go to https://www.mitel.com/
5. Click the Log in button.
6. Click the Sign in button under Connect.
7. On the left, select the Software Download Center.
8. Expand the tree to MiContact Center Business and then down to MiContact Center Business 8.1.3.0 and HotFixes.
9. Download the MiCC HotFix KB412423.exe HotFix to the MiContact Center server.
10. Double-click the MiCC HotFix KB412423.exe and follow the on-screen prompts.
11. Wait for the repackager and auto-updates to complete.

APPLIES TO

MiCC 8.1.3.0 

PROBLEM

Summarization fails for certain days. 

SYMPTOMS

In the DataService logfile you will see something like the following:

Error 2017-Sep-15 11:10:41.939 Object reference not set to an instance of an object. at prairieFyre.BAL.DataAnalysis.Statistics.VoiceMediaServer.SetCallerIdValues(BaseEvent evt, String cidDN, String cidCallerName, String cidCallerNumber, String cidDialedDigits, String cidCollectedDigits)...

RESOLUTION

This HotFix is to be installed onto MiContact Center Business version 8.1.3.0. If you need a solution on top of 8.1.4.0, please see KB424049.

1. Ensure that KB410407 is installed.
2. Ensure that KB410718 is installed.
3. Ensure that KB411802 is installed.
4. Go to https://www.mitel.com/
5. Click the Log in button.
6. Click the Sign in button under Connect.
7. On the left, select the Software Download Center.
8. Expand the tree to MiContact Center Business and then down to MiContact Center Business 8.1.3.0 and HotFixes.
9. Download the MiCC HotFix KB425468.exe HotFix to the MiContact Center server.
10. Double-click the MiCC HotFix KB425468.exe and follow the on-screen prompts.
11. Wait for the repackager and auto-updates to complete.

APPLIES TO

MiCC 8.1.3.0 

PROBLEM

Intermittently the MiVoice Business sends an unexpected phone logout event.  When this occurs Ignite sees this as an agent logout, and proceeds to logout all other agents associated to the employee.

RESOLUTION

This HotFix is to be installed onto MiContact Center Business version 8.1.3.0.

1. Ensure that KB410407 is installed.
2. Ensure that KB410718 is installed.
3. Go to https://www.mitel.com/
4. Click the Log in button.
5. Click the Sign in button under Connect.
6. On the left, select the Software Download Center.
7. Expand the tree to MiContact Center Business and then down to MiContact Center Business 8.1.3.0 and HotFixes.
8. Download the MiCC HotFix KB425351.exe HotFix to the MiContact Center server.
9. Double-click the MiCC HotFix KB425351.exe and follow the on-screen prompts.
10. Wait for the repackager and auto-updates to complete.

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

APPLIES TO

MiCC 8.1.3.0 

PROBLEM

Some days will not summarize. 

SYMPTOMS

In the DataService logfile you will see errors like the following:

Error 2017-Sep-15 11:10:41.939 Object reference not set to an instance of an object. at prairieFyre.BAL.DataAnalysis.Statistics.VoiceMediaServer.SetCallerIdValues(BaseEvent evt, String cidDN, String cidCallerName, String cidCallerNumber, String cidDialedDigits, String cidCollectedDigits)... 

RESOLUTION

This HotFix is to be installed on top of MiContact Center Business version 8.1.4.0.  If you need a fix for this issue on top of 8.1.3.0 instead, please refer to KB425468.

1. Go to https://www.mitel.com/
2. Click the Log in button.
3. Click the Sign in button under Connect.
4. On the left, select the Software Download Center.
5. Expand the tree to MiContact Center Business and then down to MiContact Center Business 8.1.3.0 and HotFixes.
6. Download the MiCC HotFix KB424049.exe HotFix to the MiContact Center server.
7. Double-click the MiCC HotFix KB424049.exe and follow the on-screen prompts.
8. Wait for the repackager and auto-updates to complete.

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

APPLIES TO

MiCC 8.1.4.0 

PROBLEM

Intermittently employees were not being assigned enough shifts by Workforce Scheduling. 

RESOLUTION

This HotFix is to be installed onto MiContact Center Business version 8.1.4.0.

1. Go to https://www.mitel.com/
2. Click the Log in button.
3. Click the Sign in button under Connect.
4. On the left, select the Software Download Center.
5. Expand the tree to MiContact Center Business and then down to MiContact Center Business 8.1.3.0 and HotFixes.
6. Download the MiCC HotFix KB425587.exe HotFix to the MiContact Center server.
7. Double-click the MiCC HotFix KB425587.exe and follow the on-screen prompts.
8. Wait for the repackager and auto-updates to complete.

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

APPLIES TO

MiCC 8.1.4.0 

PROBLEM

Intermittently IVR Ports would stop answering calls. 

RESOLUTION

This HotFix is to be applied onto MiContact Center Business 8.1.4.0.

1. Go to https://www.mitel.com/
2. Click the Log in button.
3. Click the Sign in button under Connect.
4. On the left, select the Software Download Center.
5. Expand the tree to MiContact Center Business and then down to MiContact Center Business 8.1.3.0 and HotFixes.
6. Download the MiCC HotFix KB426218.exe HotFix to the MiContact Center server.
7. Double-click the MiCC HotFix KB426218.exe and follow the on-screen prompts.
8. Wait for the repackager and auto-updates to complete.

APPLIES TO

MiCC 8.1.4.0 

PROBLEM

Users were having issues with worktimers stacking up and not clearing, not matching the actual status of the agent, and timers expiring then changing to 24 hours.

RESOLUTION

This HotFix is to be installed onto MiContact Center Business version 8.1.4.0.

1. Go to https://www.mitel.com/
2. Click the Log in button.
3. Click the Sign in button under Connect.
4. On the left, select the Software Download Center.
5. Expand the tree to MiContact Center Business and then down to MiContact Center Business 8.1.3.0 and HotFixes.
6. Download the MiCC HotFix KB428628.exe HotFix to the MiContact Center server.
7. Double-click the MiCC HotFix KB428628.exe and follow the on-screen prompts.
8. Wait for the repackager and auto-updates to complete.

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

APPLIES TO

8.1.4.0

INFORMATION

Please see the attached DRN document for details on the MiContact Center Business version 9.0.1.0 release.

NOTE:  This version is for use with MiVoice Business and Multimedia only.

Do not download MiContact Center Business Version 9.0.1.0 if you are using:

• MiVoice Office 400
• MiVoice Office 5000

APPLIES TO

MiCC 9.0.1.0 

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

SUMMARY

PROBLEM

Inbox item not clearing (voice call) after agent goes idle.  Triggering call is a MiCollab initiated conference to an external number. 

RESOLUTION

This HotFix is to be applied onto MiContact Center Business version 9.0.0.0.

Ensure that KB435896 is installed.
Go to https://www.mitel.com/
Click the Log in button.
Click the Sign in button under Connect.
On the left, select the Software Download Center.
Expand the tree to MiContact Center Business and then down to MiContact Center Business 9.0.0.0 and HotFixes.
Download the MiCC HotFix KB443689.exe HotFix to the MiContact Center server.
Double-click the MiCC HotFix KB443689.exe and follow the on-screen prompts.
Wait for the repackager and auto-updates to complete. 

APPLIES TO

MiCC 9.0.0.0