INFORMATION

In order to successfully use a backup or support package the system uses certain keywords to determine the destination of files.  As such, when naming your backup or support package, do not use the following words in the filename:

• Flex
• Media
• Reply Templates
• Workflow 

APPLIES TO

7.1 

PROBLEM

When installing the MiContact Center software onto a server using a remote SQL instance, you encounter an error. 

SYMPTOMS

An error will be thrown that looks like the following:

Error     2014-Aug-21 14:19:29.017   Exception caught while attempting to execute task: System.IndexOutOfRangeException: Index was outside the bounds of the array.
   at Microsoft.SqlServer.Management.Smo.SqlPropertyMetadataProvider.PropertyNameToIDLookupWithException(String propertyName, PropertyAccessPurpose pap)
   at Microsoft.SqlServer.Management.Smo.SqlSmoObject.GetDbComparer(Boolean inServer)
   at Microsoft.SqlServer.Management.Smo.SqlSmoObject.InitializeStringComparer()
   at Microsoft.SqlServer.Management.Smo.AbstractCollectionBase.get_StringComparer()
   at Microsoft.SqlServer.Management.Smo.SimpleObjectCollectionBase.InitInnerCollection()
   at Microsoft.SqlServer.Management.Smo.SmoCollectionBase.InitializeChildCollection(Boolean refresh)
   at Microsoft.SqlServer.Management.Smo.SmoCollectionBase.Refresh(Boolean refreshChildObjects)
   at prairieFyre.ConfigurationWizard.Tasks.SqlTask.SqlTask.CreateDatabase(String aScriptName)
   at prairieFyre.ConfigurationWizard.Tasks.SqlTask.SqlTask.Process()
   at prairieFyre.Configuration.TaskManagement.Task.Process()
   at prairieFyre.Configuration.TaskManagement.TaskList.processTask(Task t)  

CAUSE

Your local SQL instance is missing some required management objects. 

RESOLUTION

Ensure that SQL Management Studio is installed locally before installing the MiContact Center software. 

APPLIES TO

7.X 

PROBLEM

In a Multimedia environment, when the MCC queues are migrated from the 6.X format to the 7.X format during the upgrade, all MCC queues will have their priority set to 1. 

RESOLUTION

After completing the upgrade, you must check the queue priorities are configured as per your business needs for all MCC queues. 

APPLIES TO

7.0 

INFORMATION

If your agent or employee monitors are displaying a user’s instant message presence as Unknown even though the user is online, this means:

• Lync Server does not recognize the user because the user’s email address in YourSite Configuration is not the same as the SIP address of the user specified on the SIP server, or
• The user is not configured as a contact in Lync.

To determine the email address of an employee as entered on the SIP server with Lync Server 2010:

1. Start Lync Server 2010 Control Panel.
2. Click Users.
3. Click Find to generate a list of users.

• Alternatively, to look for specific users:
• Enter a user name and click Find.
• Click Add filter, specify filter criteria and click Find.

To determine the email address of an employee as entered on the SIP server with Lync Server 2013:

1. Start Lync Server 2013 Control Panel.
2. Click Users.
3. Click Find to generate a list of users.

• Alternatively, to look for specific users:
• Enter a user name and click Find.
• Click Add filter, specify filter criteria and click Find.

To make the user known to Lync Server:
• In YourSite Explorer =>YourSite =>Employee, verify the user’s email address is the same as the email address of the user specified on the SIP server.


Extension monitor displays chat presence as Unknown

If your extension monitor is displaying a user’s presence as Unknown even though the user’s extension is configured in YourSite Configuration, this means:

• Lync does not have a user associated with the extension, or
• The user is not configured as a contact in Lync.

To make the extension known to Lync Server 2010 or 2013:

1. 1. On the Lync Server, browse to Active Directory Users and Computers.
2. 2. In the right pane, right-click the user and select Properties.
3. 3. On the General tab, after Telephone Number, type the user’s phone extension.
4. 4. Open Lync Server 2010 Control Panel or Lync Server 2013 Control Panel.
5. 5. Click Users.
6. 6. Click Find to generate a list of users.
7. 7. Verify the user’s SIP address.

To add the user as a contact in Lync 2010:

• In Lync, click Contacts =>Add a Contact and add the user’s email address as specified on the SIP server.

APPLIES TO

5.10

INFORMATION

INFORMATION

We have identified an issue with McAfee anti-virus being installed on the MiContact Center server, which results in IIS Application Pools being reset frequently throughout the day.  This causes stability issues with our Multimedia component. 

We advise against using McAfee anti-virus in conjunction with our MiContact Center software at this time. 

For more information, please refer to this McAfee knowledge base article.

APPLIES TO

7.0, 7.1 

PROBLEM

This hotfix addresses a number of issues.

• Improved shutdown performance for CCMWeb website.
• When Ignite is integrated with MiCollab, and if the MiCollab corporate directory is large, some of the integration features do not work as expected.
• Routing Media Service not offering conversations to agents when the number of queued item exceeds 4000 (router audit is using excessive CPU cycles).
• The CCMWa callback API is missing try-catches in many functions.
• The Enterprise Service is producing many errors in short amount of time, making system unstable.
• Trace Reports Failed  - trying to get a SQL value for the AccountCode Parameter when submitted report has paramters as AccountCodes.
• Ignite - Process is not started because parent application is not installed.
• Ignite transfer window does not populate with queue and agent data consistently.

RESOLUTION

These fixes were compiled for a specific customer environment.  All publicly available fixes will be available in 7.1.1.0.

APPLIES TO

7.1.0.1

Keywords: KB236110 236110 hotfix MCC multimedia

PROBLEM

This hotfix contains multiple fixes for the Workforce Scheduling component.

• Workforce Scheduling was intermittently throwing "YSE_EntityDataChanged() Exception:  | Collection was modified;" errors. 
• Workforce Scheduling was experiencing Connection Errors.
• CCMWeb Error appears when trying to make Workforce Scheduling employee portal report (Non Concurrency).
• CCS Service was stopping after failing to Broadcast Server Update.
• Workforce Scheduling Error:  Error while generating recurrences "Object reference not set to an instance of an object".
• Not all data showing in Workforce Scheduling after previous Hotfix was applied.
• Searching for an employee in YSE, none of their skills, availability, etc are initially populated.
• When setting a filter of "=0" in the schedule builder, the filter is not applied correctly to the employee list.
• Scheduled Builder Option "Cover for Breaks" was not being used, and has been removed.
• Time off / Employment Qualifications.
• Some users were receiving an Unhandled Exception when creating a schedule.
• Workforce Scheduling application was intermittently throwing errors that required a server reboot.
• Workforce Scheduling was intermittently throwing an Unhandled Exception "This row has been removed from a table and does not have any data".
• Workforce Scheduling was intermittently throwing an error "System.Exception: No update was begun".
• Workforce Scheduling was intermittently throwing an "Exception: System.InvalidOperationException: Collection was modified" error.
• Workforce Scheduling was intermittently throwing "The Given PrimaryTimeEventRow does not have a corresponding ShiftTimeEventRow" errors.
• Many additional robustness improvements for concurrent client usage.

RESOLUTION

This hotfix is to be applied onto 6.0.3.0.

1. Download the attached KB235326.EXE to the Enterprise Server.
2. Double-click the KB235326.EXE file and follow the on-screen prompts.

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

APPLIES TO

6.0.3.0 

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

APPLIES TO

CCM 5.7 GA, 5.7 SP1, 5.8, 6.0, 7.0, 7.1

Problem

When viewing some reports from the Report Inbox, all you see is a blank page instead of the actual excel report.  Some reports will view properly and others will not.  It seems to only be a problem when viewing Report Definition Language (RDL) reports.

Symptoms

When clicking the View link in the Report Inbox it displays a blank page.  The title of the blank page in the address bar will be similar to this:
http://192.168.100.21/ccmweb/flexreport.ashx?filename=3434_Agent Performance by Make Busy DND Code_20100309094317.xls

This happens when viewing reports on both the client and server. 

Cause

The Web application is looking in the wrong folder for the generated file.

Workaround

None.

Resolution

This issue was resolved in 5.6 with a Hotfix.  This fix was carried forward to all current versions of the software.  If you are running Version 5.6 and encounter this error we recommend updating your Contact Center software in order to resolve the issue.

Applies To

CCM v5.6 GA

PROBLEM

Mitel have reported a change in their latest MCD 5.0 build such that our 5.8 Telephone System Synchronization is no longer compatible with their latest line-up. We will require a hot fix to be deployed to our Release 5.8 pF customers if they would like to have a functional Telephone System Synchronization link to the PBX.

SYMPTOMS

After the Telephone System Synchronization failed, you will see the following error in the prairieFyre.Services.DataSynchronizationService.log;

Error     9/17/2011 3:51:41 AM     prairieFyre.BusinessObjects.MediaSync.Mixml.ServiceLayer.MixmlServer
--- Start Exception Stack ---
prairieFyre.BusinessObjects.MediaSync.Mixml.ServiceLayer.Exceptions.MixmlException: Management command failed. - Code:[MimaRCGetFirstTupleFailed] Error:[Failed to get the first tuple.] ViewID:[]
   at prairieFyre.BusinessObjects.MediaSync.Mixml.ServiceLayer.MixmlServer.CheckCommandResponse(CmdResponse aCommandResponse)
   at prairieFyre.BusinessObjects.MediaSync.Mixml.ServiceLayer.MixmlServer.MisyncRetry[T,R](String aCommandName, String aExtraLogInfo, MixmlConnectorNode aNode, Func`1 aCommand, Action`1 aResponseCheck, Func`2 aSelector)
   at prairieFyre.BusinessObjects.MediaSync.Mixml.ServiceLayer.MixmlServer.MisyncRetryOnTable[T](String aCommandName, String aTableName, MixmlConnectorNode aNode, Func`1 aCommand, Func`2 aSelector)
   at prairieFyre.BusinessObjects.MediaSync.Mixml.ServiceLayer.MixmlServer.GetNextTupleWithRetry(MixmlConnectorNode aNode, String aTableName, FieldIn[] aPreviousTuple)
   at prairieFyre.BusinessObjects.MediaSync.Mixml.ServiceLayer.MixmlServer.ReadTable(MixmlConnectorNode aNode, String aTableName)
   at prairieFyre.BusinessObjects.MediaSync.Mixml.ServiceLayer.MixmlConnectorNode.ReadTable(String aTableName)
   at prairieFyre.DataSynchronizationEngine.Mixml.Icp3300Media.ReadView(String aViewName)
   at prairieFyre.DataSynchronizationEngine.Mixml.Icp3300Media.RefreshData()
   at prairieFyre.DataSynchronizationEngine.Mixml.MixmlSynchronizationEngine.SyncMedia(Icp3300Media aMedia)--- End Exception Stack ---
Error reading table SX2K_CORP_DIR:  

CAUSE

Changes were made with the MCD 5.0 release that requires a hotfix to be applied after the installation of 5.8 Fix Pack 6.

RESOLUTION

NOTE:  This hotfix is included in all future software releases.  If you have 5.8 Fix pack 7 or higher you do not need to install this hotfix.

This hotfix is to be installed on top of 5.8 Fix Pack 6.

Here are the steps for the installation of the hotfix;

1. Download the attached hotfix to the CCM Enterprise Server
2. Click on Start > Run > then type services.msc
3. Stop the prairieFyre Config Service.
4. Extract the content of KB55639.exe (if you don't have an archive management software, you can get a free version of WinRAR)
5. Copy the \Program Files\prairieFyre Software Inc\CCM\Services\ConfigService folder as a backup to a location of your choice.
6. Copy the prairieFyre.BusinessObjects.dll located in the CCM\Services\ConfigService and copy it to \Program Files\prairieFyre Software Inc\CCM\Services\ConfigService\ folder. Click Yes to overwrite the existing file.
7. In the Services window, start the prairieFyre Config Service.
8. Double-click the KB55639.exe file and follow the instructions.

WARNING: Installing the hotfix will Stop and Start ALL prairieFyre services.
It is recommended to install the hotfix outside of regular business hours to avoid any potential service affecting issues.

APPLIES TO

CCM 5.8 Fix Pack 6 

PROBLEM

If the caller terminates their recording by hanging up, the resulting file saves without a bit rate or length saved in the file properties ("Details" tab).  Files that don't have a  bit rate or length saved in the file properties will not play in most media players, including Windows Media Player.

As a result of this, when the callbacks with these audio files associated to them are served to agents, the agents cannot hear the recording.  When they attempt to play the recording, they just hear silence.

RESOLUTION

This HotFix is to be applied onto 7.1.0.0

1. Download the attached KB238220.EXE file to the Enterprise Server.
2. Double-click the KB238220.EXE file and follow the on-screen prompts. 

APPLIES TO

7.1.0.0 

INFORMATION

See the attached .PDF file for the Detailed Release Notes (DRN) for MiContact Center 7.1.1.0. 

APPLIES TO

7.1.1.0 

INFORMATION

MCC (Multimedia Contact Center) allows users to route E-mails, Chats, Faxes, and SMS to queues which deliver these messages to agents running Outlook 2003 or 2007.  You can run reports on these queues just like you would for voice queues, showing performance stats such as messages handled, abandoned, and average handle times.

NOTE: Outlook 2010 is not supported.  Due to changes in the Ad-In framework in Outlook 2010 the prairieFyre MCC Ad-In will not function.



Services

• prairieFyre MCC Exchange Objects (formerly prairieFyre MCC Exchange Router) resides on the Exchange Server.  This service controls the day to day communications between prairieFyre and Exchange.  Without it the Enterprise Server will not be able to establish connections to Exchange, and queues will not route.
• prairieFyre MCC Exchange Setup (formerly prairieFyre MCC Exchange Diagnostics) resides on the Exchange Server.  This service controls the actual creation of queues/agents and the corresponding email addresses and public folders in Exchange.  Because of this the Exchange Setup service must be run under a username that is:  Local Administrator, Full Domain Administrator, and Exchange Administrator.
• prairieFyre 6150 CyberChat Server resides on the Web Server (can be on the Enterprise Server, or a remote node).  This service controls day to day communications between the Enterprise Server, Web Chat, and Exchange.  Without this chats won't be routed to queues or delivered to agents.
• prairieFyre Updater Service resides on Exchange and Web Server any time they are not co-located with the Enterprise Server.  It ensures that the remote servers remain up to date with the software version of the Enterprise Server.

How it Works...

When you create a multimedia queue in Contact Center Management it will be associated to the associated media server (e-mail, chat, etc.).  Once this is created in the prairieFyre configuration the prairieFyre MCC Exchange Setup service will check in with the Enterprise server and create the corresponding public folders and e-mail addresses needed in Exchange.

The process for an item being delivered is similar for all MCC media types.

• Step 1: Customer sends an e-mail to your organization, either directly to the email address for the queue or to another address which forwards to this address (ie. sales@customer.com forwards to internal.sales@customer.com ). The e-mail address assigned to the queue should have been created by the prairieFyre MCC Exchange Setup service when you added the queue to Contact Center Management.
• Step 2: Exchange delivers the e-mail to the mail enabled public folder. These first two steps are completely handled by Microsoft Exchange and our software is not yet involved except for creating the public folders.
• Step 3: The prairieFyre MCC Exchange Objects service sees that an e-mail has arrived and assigns it a ticket and case number
• Step 4: The prairieFyre MCC Exchange Objects asks the prairieFyre Enterprise Service (running on the CCM server) who the longest idle agent is for that queue
• Step 5: The prairieFyre MCC Exchange Objects moves the mail item to the agent’s inbox public folder
• Step 6: The Outlook plugin on the agent’s PC sees that there is a mail item in that agent’s inbox public folder and ‘rings’ the agent. Outlook is brought to front (showing the inbox public folder) and a beep is heard (this can be changed through Tools -> Options -> Multimedia Contact Center in Outlook).
• Step 7: The agent handles the email as they normally would by hitting reply or reply all. They can also use the MCC controls to mark the e-mail as ‘no reply needed’, ‘junk mail’ or they can transfer the e-mail.
• Step 8: The agent sends the reply. The Outlook plugin moves the mail item to the agent’s outbox folder and tells the Exchange Router what it’s done.
• Step 9: The prairieFyre MCC Exchange Objects tells Exchange to send that mail item using Microsoft Collaborative Data Objects (CDO).
• Step 10: Exchange sends the e-mail, and the prairieFyre Exchange Router makes a copy of the original e-mail and sends it to the Repository public folder. It also makes a copy of the reply and puts it in the Replies public folder and the agent’s sent items public folder.

The prairieFyre Exchange Setup/Diagnostics service is responsible for maintaining and creating the public folders. It does this by checking with the prairieFyre Enterprise Service on the CCM server to ensure that the public folders match what is defined in the CCMWeb configuration for MCC. Web Chat works in the exact same way, except there’s a further initial step. When the customer hits the ‘request chat’ button, it creates a mail item which goes to the web chat queue’s public folder. We then ticket and route the mail item the same way, except when it arrives at the agent PC the Outlook plugin knows it’s a chat and opens the Chat window instead of the e-mail reply window.  Fax requires an extra third party application to convert the fax to a digital medium deliverable by Outlook.  SMS uses a MultiModem iSMS modem to receive the SMS and pass them along to Exchange.  In all four cases, Exchange receives the item and routes it to the corresponding public folder for the queue.

We no not make use of SMTP, IMAP or any other similar concept at this time. We will eventually be replacing our current system of public folders and dedicated prairieFyre Exchange services installed on the Exchange server with a system that lets you use POP, SMTP and IMAP. This will be in the new version of MCC being released with Atlantic which is expected around the mid-2013.

TROUBLESHOOTING

There is a lot of great information about MCC in the knowledgebase.  The Multimedia Contact Center Installation Guide covers pre-requisites, installation procedures and initial setup.  The Contact Center Management User Guide has step-by-step instructions for setting up new media servers, agents, and queues.  Below we have the more common articles for versions 5.7 through 6.0.

General Information and Configuration

• Understanding Multimedia SMDR (All versions)
• Migrating Multimedia Enterprise Server (All versions)
• KB41351: 5.7 sp1 Rollup of Hotfixes (5.7 SP1)
• Co-locating Contact Center Management and Exchange 2007 SP3 (6.0)
• Multimedia Setup failure on MSMQ queue (All versions)
• How To: Enable MCC Quick Audits (All versions)
• MCC Agent Priority / Preferred Agent Option (All versions)
• How to change or remove the default "pfCase / pfTicket" tags in MCC email messages (All versions)
• MCC auto-acknowledgement and sender auto-reply causes emails to bounce back and forth (All versions)
• How to disable the MCC 6150 Outlook plugin (All versions)

General Errors and Failures

• MCC Exchange Setup service won't start on remote node (6.0)
• MCC ExchangeRouter is failing to start (6.0)
• MCC Exchange Diagnostics service terminates unexpectedly (5.7)
• ActiveX error 429 and operation failed Outlook errors when using MCC plug-in (All versions)
• Errorhandler message when trying to edit MCC Agents in CCMWeb (5.8)
• Multimedia email messages not routing to agents (All versions)
• MCC client errors after removing Make Busy codes from the configuration (5.7 SP1)
• MCC - Outlook Plugin does not load (5.7 SP1)

E-Mail Troubleshooting

• MCC - Emails ticketing but not routing to queues (5.X and 6.0)
• Multimedia emails not routing or getting ticketed; MSMQ access denied errors (All versions)
• MCC - Replies are not going out, remain in Agent's outbox (5.X and 6.0)
• MCC Emails arriving in public folder as Posts instead of Emails (Notes) (All versions)

CyberChat Troubleshooting

• Troubleshooting Multimedia Web Chat (All versions)
• MCC - CyberAED folder is not being created (All versions)
• Webchat stuck connecting to server and does not route (All versions)
• MCC - Webchats not sent to public folders / Not Routing to agents (5.7 SP1)
• Webchat Not Working with Microsoft URL Scan in IIS (All versions)
• MCC - ChatForm Ignores Business Hours/Agent Availability (5.7 SP1)

APPLIES TO

MCC All versions 6.X and below

INFORMATION

For the detailed release notes for Contact Center for Microsoft Lync Version 5.10.6.0, please see the attached PDF document.

APPLIES TO

5.10.6.0

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

Golden_Rules-YSE_Formatted.zip is a more streamlined version of the document (MCD 5.0 only).  It shows only the necessary settings, but breaks them down based on the type of device being programmed (Agents, Ports, etc.).  At the top left of the document in orange is a cell labeled Select COS Type with a drop-down menu in the cell below.  From this drop down you can choose the device type and the requirements will change accordingly.  Along the bottom you also have the SMDR Options, and System Options broken out into their own sections.

APPLIES TO

Mitel 3300 

Life Cycle reports trace all events relating to a specific call from entry to termination of a call. These reports can be run on the following devices: agent, agent group, queue, queue group, Dialed Number Identification Service (DNIS), DNIS group, extension, extension group, trunk, trunk group, and enterprise or media server. Report data can be further filtered by items such as phone number, duration, interflow, and re-queue.

 

Troubleshooting and behind-the-scenes:

For Life Cycle (LC-) reports to work Call ID must be enabled as well as SMDR Extended Seconds

Relevant logs are the DataProcessor.log and the Report_Log.txt

The data for Life cycle reports is stored in its own database in SQL. This database is called CCMStatisticalData.

There are three tables under CCMStatisticalData.

-          tblData_LC_Trace

-          tblData_LC_Note

-          tblData_LC_Call_Recording

These tables contain data for the events occurring during a call and these events are based on records encountered in raw SMDR data during summarize

The only way those events make it to the database is if summarize writes those events to the related db tables. This is what is referred to as flushing.

After the install the default is a flush window of 120 minutes.  Reports can be generated after the Flush Window + 15.

So assuming the last flush took place at 12:00 PM, the next report will be available at 2:15 PM and it will only show data from 12:00 to 2:00.

CS would only decide to change flush window size for customers with difference tolerance levels over the frequency that it flushes.

Changing Realtime flush window/interval

1. On the Enterprise Server, go to [InstallDir]\CCM\Services\ConfigService\ .
2. Open the GlobalAppSettingsEditor.exe .
3. Fill in the following details:

• Application:  Leave this empty.
• SectionGroup: prairieFyre.BAL.DataAnalysis.Properties.Settings
• Name: LifeCycleFlushIntervalInMinutes
• Value: Select a value in minutes between 30 and 1440 (a full day)
• Description: Enter a quick description of who and why the change is being made.
• NOTE: You must enter something in Description in order to proceed.

4. Click Save.  This may take a few minutes to save.  Wait for the confirmation prompt.

Now, Lifecycle reports will be available in VALUE+15 minutes.

PROBLEM

When attempting to perform a Telephone System Synchronization you receive an error warning of RingGroupMemberData. 

SYMPTOMS

In the DataService logfile you will see an error like the following:

Error: 2014-Sep-04 10:50:37.900   Synchronization failed - System.NullReferenceException: Object reference not set to an instance of an object.
   at prairieFyre.DataSynchronizationEngine.DeviceSyncEngine.<>c__DisplayClassa3.<SynchronizeRingGroupMembers>b__a1(RingGroupMemberData memberData)
   at System.Linq.Enumerable.All[TSource](IEnumerable`1 source, Func`2 predicate)
   at prairieFyre.DataSynchronizationEngine.DeviceSyncEngine.SynchronizeRingGroupMembers()
   at prairieFyre.DataSynchronizationEngine.DeviceSyncEngine.SynchronizeCcmWith(PbxConfig aPbxConfig)
   at prairieFyre.DataSynchronizationEngine.SynchronizationService.SynchonrizeWithCcm(DeviceSyncEngine aDeviceSyncEngine, PbxConfig aPbxConfig)
   at prairieFyre.DataSynchronizationEngine.SynchronizationService.ProcessJob(MisyncMessage aMisyncMessage) (prairieFyre.DataSynchronizationEngine.SynchronizationService)
Verbose: 2014-Sep-04 10:50:37.916   Mutex = Aquire PbxConfig wait time -1 ms  

CAUSE

A dialable in the MiCC system as an ACD Path has subsequently been changed to a Ring Group.  When the Telephone System Synchronization attempts to pull down the associated configuration, the data is incorrect. 

RESOLUTION

Ensure that any ACD Paths that are converted to RingGroups are deleted from YourSite Explorer to avoid conflicts. 

APPLIES TO

7.1 

PROBLEM

During performance testing we encountered a data summarization error for a site under extremely heavy load.  Summarization of Multimedia media servers (chat and email) would fail. 

SYMPTOMS

The prairieFyre Data Processor Service logs would clearly indicate an error at the end of the corresponding log file. The one we observed is a KeyNotFoundexception raised by the the MCCAgent.LogIn( ) function. 

This error was observed in a test environment with over 500,000 voice calls, 24,000 emails, 8,400 chats per day and 1,050 client computers simultaneously connected.

WORKAROUND

If you encounter this issue, we recommend un-selecting the multimedia media servers and summarize only the voice.  Your multimedia reporting will rely on real-time filing of data throughout the day.

APPLIES TO

MCC 7.1