SUMMARY

This article shows how to create a support package within the MiContact Center software. Please note,
these instructions may differ slightly by version however the same basic steps are the same. If you require
assistance in creating a support package please contact our Customer Support team.

For a video of these instructions, please scroll to the bottom of this article.

INSTRUCTIONS

1. Launch the Contact Center Client (Start=>All Programs=>Mitel=>Contact Center Client)
   
   NOTE: The Contact Center Client can be launched from the server or any desktop with the Client Component Pack installed.
   
2. Login using a user account which has a security role that allows access to the management panel.
   
   
   
3. Select Tools=>Management on the menu bar
   
   
   
4. Click Support
   
   
   
5. Click Create a support package
   
   
   
6. If you would like to add additional files, click Add.
   If you would like to include specific telephone records, click Add.
   NOTE: You should include at least the previous two business days of telephone data records,
   or whatever date range has been requested by Customer Support.
7. 
   
8. Click Next
9. The support package will now be created and make take a few moments depending on how much data is included.
   
   
   
10. Click Save to save the package to the hard drive.
    
    
    
11. You will receive confirmation that the Package has been saved, click Finish.
    
    

APPLIES TO

All Versions

PROBLEM

Ignite is using the equivalent of one full CPU core in processing power. 

SYMPTOMS

If you are running your Ignite client on a virtual machine, or over a remote desktop connection you may experience poor performance due to the graphical rendering trying to use a GPU in this environment.

To test for this, you should maximize the Ignite client, then open the Task Manager.  Under the Processes tab locate Ignite (32-bit). 

Ignite may be over-utilizing the CPU in the following examples:

• If you have only 1 CPU core, and Ignite is using 90% to 100% of CPU
• If you have 2 CPU cores, and Ignite is using 45% to 50% of CPU
• If you have 4 CPU cores, and Ignite is using 20% to 25% of CPU

RESOLUTION

To help reduce the CPU load being generated by Ignite, we recommend configuring Ignite to use software rendering instead of rendering on the system's video card (GPU).

1. Locate the Ignite configuration file found in C:\Program Files (x86)\prairieFyre Software Inc\CCM\Applications\Ignite\.  (C:\Program Files\... on a 32-bit client)
2. Open the Ignite.ex.config file in Notepad.
3. Find the following setting:
    <setting name="AllowHardwareRender" serializeAs="String">
        <value>True</value>
    </setting>
4. Change the value from True to False.
    <setting name="AllowHardwareRender" serializeAs="String">
        <value>False</value>
    </setting>
5. Save the file.
6. Close and restart Ignite.  It should now reduce it's CPU usage.

APPLIES TO

Ignite 7.0 

INFORMATION

Starting with Mitel 3300 software build 10.x.x.x our documentation has referred to the software by it's MCD version instead.  However, when looking up the software version of a media server in YourSite Explorer, it will return the old build number. 

The formula for these builds is fairly straight forward.  Keeping in mind that we only started referring to the 3300 software by their MCD numbers starting with MCD 4.0 (rev 10).  Build numbers starting with 11 would be MCD 5, and 12 would be MCD 6. 

The actual build numbers break down as follows:

[Major Release].[Minor Release].[Service Pack].[Cumulative Patch Release]

For example:  10.2.1.13 would be MCD 4.2SP1 Cumulative Patch 13.

Below is a table shows examples of what build numbers would correspond to which MCDs.

Mitel 3300 PBX 

PROBLEM

You make a change to an IVR workflow, prompt, or subroutine but that change is not being synchronized to the remote IVR server. 

SYMPTOMS

A restart of the Routing Inbound service offers a temporary fix.

Most commonly this is seen when the remote IVR server is on a different subnet than the MiCC server, or there is a security enabled network appliance between them. 

CAUSE

The IVR synchonization process is sensitive to delays and packet manipulation.  In environments where you are changing subnets or security enabled network appliances are manipulating header information, the IVR system can encounter errors.  

WORKAROUND

1. Go to [Install Directory]\CCM\Services\RoutingInboundService\.

2. Open the RoutingInboundService.exe.config file in Notepad.

3. Find the following entry:
      <setting name="LogEvenHeadersLast" serializeAs="String">
        <value>true</value>
      </setting>

4. Directly under this, add the following:
      <setting name="WCFBindingDefaultReceiveTimeout" serializeAs="String">
        <value>00:01:00</value>
      </setting>

5. Save the file.

6. Restart the Routing Inbound Service service.

APPLIES TO

Remote IVR 7.X and newer 

PROBLEM

In an environment using Active Directory authentication for your MiContact Center software, the auto login in the MiContact Center Management website (CCMWeb) fails.

CAUSE

There are several possible reasons why Active Directory auto login to CCMWeb fails. Generally, this problem arises when the browser is not configured to pass the windows credentials through, and the web site is not configured to use Windows Authentication.   

TROUBLESHOOTING

IIS Settings

1. Verify that Windows Authentication is installed in IIS.
2. Configure the web site to use Windows Authentication.

To configure the web site:

1. Open the IIS Management snapin.
2. In the left pane select Sites, click Default Web Site, and then click CCMWeb.
3. Select Authentication.
4. Make sure that Anonymous Authentication is disabled, and that Windows Authentication is enabled.
 

APPLIES TO

MiCC 7.X using Active Directory authentication 

INFORMATION 

• The CCM Installer believes UAC is enabled, even after it is correctly disabled.
• Visual C 2010 Runtime Libraries fail to install.

Disabling User Access Control:

When you disable UAC in Windows 2012, the system no longer writes the expected registry key to identify that it has been done, as such our installer believes that it is still enabled.

1. On your keyboard hit the Windows button.  Right-click on the screen and left-click All Apps.  Click on Run, and type regedit.exe
2. browse to HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Policies\System.
3. Find the key named EnableLUA.
4. Right-click this key and Modify.  Change the value to 0.
5. Reboot the computer (it will likely prompt you to do this).


Visual C 2010 Runtime Libraries install error:

Windows 2012 comes with a slightly newer version of the Visual C Runtime Libraries already installed.  This can cause our bundled installer to halt with the error message "Asia". If this occurs, please do the following:

1. Verify the log file indicated in the error message to ensure this is why it is failing.
2. Remove the Microsoft Visual C 2010 Redistributable from Programs and Features.
3. Restart the installation.



APPLIES TO

Windows Server 2012, CCM 6.0.0.0 and above 

PROBLEM

You use Excel as a database provider for multimedia workflows (email, chat, etc), the Excel Query is failing due to "SEHException" in the Routing Media service. 

CAUSE

The Routing Media Service is 64 bits, so it's having problem communicating with the 32 bits Excel driver installed by default during the CCM installation. 

RESOLUTION

The 64 bit Excel driver works with the routing media service, however it does not work with 32 bit applications such as YSE, the Config Service or the Routing Inbound Service.

In order to resolve this situation, please do the following:
1. Make sure the MiCC installation is completed.
2. Uninstall the existing "Microsoft Access database engine 2010 (English)" from the control panel (this is the 32 bit driver installed during the MiCC installation).
3. Uninstall any 32 bit version of MS Office from the server.
4. Install the 64 bit Microsoft Access Database Engine 2010 Redistributable (http://www.microsoft.com/en-us/download/details.aspx?id=13255)
5. a) Install the 32 bit 2007 Office System Driver: Data Connectivity Components (http://www.microsoft.com/en-us/download/details.aspx?id=23734)
OR
5. b) Install the 32 bit MS Office 2007 with Excel if you need to view/print reports on the server.
6. If you also use ODBC as a database provider for multimedia workflows (email, chat, etc), you need to add the ODBC connection to both the 32-bit AND 64-bit ODBC connections control panel applet (one will be used by YSE for configuration, and one will be used by the Routing Media service during runtime operations.

Alternate solution

If the above does not resolve the issue, please download the following Microsoft update (Note: This works for both Office 2007 and 2010):  http://www.microsoft.com/download/en/confirmation.aspx?id=23734 .  In the VS click add data source, and follow the wizard's prompts to complete the process.  This has been known to resolve the issue where the above method failed.

APPLIES TO

7.0 

INFORMATION

prairieFyre's Contact Center Management software is primarily an ACD reporting suite, and as such there are some forms of call routing possible on a Mitel 3300 that we can not necessarily report on.  The following configurations are unsupported by the Mitel MiContact Center software.

ACD Express:  This is an alternative to ACD routing, and is different enough that the prairieFyre software can not reliably report on this configuration at all.

Ring Groups (MiCC Version 7.0 and older):  A ring group is an alternative to ACD routing.  Instead of queueing calls and sending them to the next available agent, all extensions in the ring group ring simultaneously and the first extension to pick up takes the call.  In this configuration, the prairieFyre software may be able to report on the individual extensions, but not the ring group itself. 

NOTE: Ring Groups are supported for realtime and reporting starting in MiCC Version 7.1.0.0.

APPLIES TO

CCM all versions 

INFORMATION

Under some circumstances deleting the PFDSCACHE is recommended in order to clear the cached data.   In order to do this safely, we recommend deleting specific items, rather than the entire folder.

Deleting the PbxConfig file in a multi-PBX environment can cause problems if a manual Telephone System Synchronization is performed, resulting in devices from other PBXs being disabled.

Deleting the LocationTree file is not necessary, and recreating it is very processor intensive.

INSTRUCTIONS

1. Go to YourSite Explorer.
2. Click the Tools tab at the top.
3. Click Reset Clients.  This will push the configuration to all clients again.

If this does not work, then try deleting the pfdscache.
1. Go to C:\ProgramData\pfdscache\
    NOTE: The \ProgramData\ folder is hidden. You will need to ensure that you can view hidden files and folders.
2. Delete or move to a backup location all files that begin with CACHE.
3. Do not delete the PbxConfig file or the LocationTree.

APPLIES TO

CCM and CCC 

PROBLEM

When using the Workforce Scheduling client you encounter repeated network congestion errors.

CAUSE

This can be cause by network delays exceeding the default timeout values in workforce scheduling. 

RESOLUTION

First, ensure that the server is up to date.  In 6.X stream this means upgrading to 6.0.3.0 and applying this hotfix.  In the 7.X.X.X stream you should be on 7.1.1.0 or later.

On the affected client computer, you can then adjust the timeout values.

1. Go to [InstallDir]\CCM\Applications\CcsClient\ .
2. Open the WorkforceSchedulingClient.exe.config file in notepad. 
3. In the <appSettings> section of the config file, modify/add the following values: (keep in mind that the system needs enough time to: handshake, process the change locally, send the change to the database).

    <add key="ServerUpdateTimeoutSeconds" value="5"/>
    <add key="MassServerUpdateTimeoutMinutes" value="1"/>
    <add key="UpdateAttempts" value="3"/>

4. We recommend trying the following values:

    <add key="ServerUpdateTimeoutSeconds" value="30"/>
    <add key="MassServerUpdateTimeoutMinutes" value="30"/>
    <add key="UpdateAttempts" value="5"/>

5. Save the changes.

APPLIES TO

WFS 6.0.3.0 and newer 

PROBLEM

When attempting to remove or change a MakeBusy state, you receive a SXERR_MUTEX_PROBLEM error. 

SYMPTOMS

This occurs after a MiVoice Business reboot until the Collector service is restarted. 

CAUSE

If the MiVoice Business reboot overlaps with the MiContact Center overnight maintenance routine the collector service can become out of sync with the MiVoice Business.

WORKAROUND

To avoid this conflict we recommend scheduling the MiVoice Business reboot a minimum of 30 minutes before MiContact Center maintenance is scheduled to start. 

APPLIES TO

MiCC all versions 

PROBLEM

Currently in MiContact Center for Microsoft Lync we push extended ACD states to contact lists so agents can review the ACD presence of other agents.  This includes some call details such as the SIP URI of the customer.

RESOLUTION

We have added a configuration option that will allow you to prevent caller-specific information from being pushed to Lync.  Instead the Lync state will display only the queue reporting number and name.

NOTE: With this value set to false, the Toaster will contain simply "ACD" instead of the user name, SIP address, DNIS, and ANI.

1. On the MiContact Center for Microsoft Lync Enterprise Server stop the prairieFyre Enterprise Router Service.
2. Go to [InstallDir]\CCM\Services\RouterService\.
3. Open the OrandaRouterService.exe.config file in notepad.
4. Find the ShowCallerInfoInExtendedACDPresence setting, and change the value to false.
5. Save the file.
6. Start the prairieFyre Enterprise Router Service.

APPLIES TO

5.10.6.0 and newer 

PROBLEM

In MiContact Center for Microsoft Lync Version 5.10.6.0 we support English, German, Dutch, and French languages for ACD presence.   

RESOLUTION

The Lync Front End server can process ACD presence in other languages.  In order to do so you will need to do the following:

1. On the MiContact Center for Microsoft Lync Enterprise Server stop the prairieFyre Enterprise Router Service.
2. Go to [InstallDir]\CCM\Services\RouterService\.
3. Open the OrandaRouterService.exe.config file in notepad.
4. Find the AdditionalLCID setting, and change the value to according to the LCID in following Microsoft article.
5. Save the file.
6. Start the prairieFyre Enterprise Router Service.

APPLIES TO

5.10.6.0 and newer 

INFORMATION

MiContact Center does not support SQL configured for Replication of it's databases.  We have encountered issues where our software attempting to access the database at the same time as a replication process is active fails.

Most commonly applying a software patch of upgrade while replication is active will fail on one of the "SQL Scripts" stages, requiring the update to be re-applied again at a later time.   

APPLIES TO

MiCC, all versions 

SUMMARY

Keywords: ccm contact center management build version numbers

PROBLEM

Your site is using CCC chat, but some client computers also have Microsoft Lync installed.  In version 7 of the MiContact Center software, we auto-detect if Lync is present and set the CCC Chat to Lync Integration by default.  In a mixed environment (where some people have Lync and others don't) you may want to use CCC Chat so that everyone can communicate.  In order to disable Lync integration, a configuration change is required. 

INSTRUCTIONS

1. On the Enterprise Server, go to [InstallDir]\CCM\Services\ConfigService\ and open the GlobalAppSettingsEditor.exe.
2. Enter the following information:

• Application: ContactCenterClient.exe
• SectionGroup: AppSettings
• Name: UseCccChatOnly
• Value: true (this is case sensitive)
• Description:  Enter a description here of why the change is being made.  NOTE: There must be a value entered in this field to save.

3. Click Save.  NOTE:  It can take 1 to 5 minutes for this value to save.  Wait for the confirmation message before closing the GlobalAppSettingsEditor.

APPLIES TO

7.0 

INFORMATION

NOTE: In order to report on any trunks, it must be configured in YourSite Explorer.

In order for the prairieFyre software to report accurately on SIP trunks the PBX needs to have the SMDR Tag option enabled under All Forms and SIP Peer Profile. 

1. Access the 3300 ESM
2. Click Trunks
3. Click SIP
4. Click SIP Peer Profile
5. Select your SIP Peer Profile
6. Click Change
7. Enter a number in the field after SMDR Tag
8. Click Save

NOTE: This must be a number between 1-9998, and must be unique from other reporting devices. 

TRAFFIC REPORTING:  Please note that the MiContact Center software does not currently support traffic reporting for SIP Trunks.

APPLIES TO

CA/CCM All versions 

INFORMATION

When troubleshooting an issue with MiContact Center support you may be asked to provide logs or support packages which are too large for email.  In this instance, we have FTP servers available for file transfer. 

PROCESS

1. When uploading, log into the server (regional details below), and create a folder named after your ticket number (eg:  RQST00000555620)
2. Upload your files to this folder
3. Email your customer support contact to advise when the upload is complete, and the name of the folder.

SERVER CONNECTION DETAILS

There are three FTP servers, each serving a region.

APAC: Asia and Pacific regions
FTP Address: ftp://ftp.mitelaustralia.com
Username: supportguest
Password: 5upport

EMEA: Europe, Middle East, and South Africa
FTP Address: 217.33.80.18
Username: P4rt3r5!4cCouNT
Password: R3CL!PZ5a

NA: The Americas
FTP Address:  ftp://ftp.mitel.com
Username: Mitelsupusr
Password: L27S#cHU

DESCRIPTION

This exception occurs most commonly after an upgrade.  It indicates a version mismatch between YourSite Explorer and the cached Profile data. 

SEVERITY

Error 

IMPACT

YourSite Explorer will not launch properly. 

TROUBLESHOOTING STEPS

This issue can be resolved by clearing the cached profile and letting YourSite Explorer generate a new one.

1. Close YourSite Explorer.
2. Go to %AppData% and look for a file named YSEAppProfile.xml
3. Delete the YSEAppProfile.xml file.
4. Launch YourSite Explorer.

APPLIES TO

MiContact Center 7.0 and newer