PROBLEM

After upgrading to 7.1.1.0 or 7.1.1.1 the default management subroutine is blank. 

CAUSE

During the upgrade to 7.1.1.0 the system was missing a needed .XAML file to populate this subroutine.  In Cumulative Patch releases (such as 7.1.1.1) we do not overwrite default subroutines in case they have been modified by the user.  However, in 7.1.1.1 the missing subroutines were included in the sample callflows folder. 

RESOLUTION

First, you must ensure that you have upgraded to MiCC Version 7.1.1.1 in order to have the files necessary to import.

APPLIES TO

IVR 7.1.1.X 

Summary

This article has been replaced by the following white paper: http://micc.mitel.com/kb/KnowledgebaseArticle52186.aspx

PROBLEM

After migrating an Agent ID from one PBX to another, the Contact Center Client can no longer control the agent properly. 

SYMPTOMS

When attempting to control the agent ID you receive SXERR_FEATURE_NOT_ALLOWED or SXERR_INVALID_DEVICE errors. 

CAUSE

If all the changes are brought down via telephone system sychronization, it can be received in the wrong order, causing conflicts. 

RESOLUTION

When migrating Agents from one PBX to another, please follow these steps in order to avoid conflicts:

1. Make the changes on the PBXs
2. In YourSite Explorer, disable Realtime and Reporting on the existing (old PBX) entries for those agents and save.
3. Perform a Read telephone system sycnhronization in order to bring down the new configuration. 

APPLIES TO

MiCC all versions 

SUMMARY

The IVR Port Sizing Wizard is a tool to help plan how many ports and servers your IVR plan will need. 

INFORMATION

OVERVIEW

When you first load the IVR Port Sizing Wizard you will be prompted to the terms of use, which must be agreed to before continuing.  The main screen which follows is broken up into three sections:

1. The Menus which give you the options to switch between Home, Messaging, RAD, UPiQ, Callback, and the Summary are available at the top right, and through a drop down menu on the left.


2. On the right is the Suggested Configuration panel.  This will update itself as you go through the process of filling in the planning information.


3. In the center, occupying most of the screen is the main section, which will contain the planning queries for each section.


RUNNING THE WIZARD

From the main screen, you will be asked if you are using each of the following:  RAD messages, UPiQ messages, and the Callback feature.  A simple Yes/No radial dial will let you choose which to add to your predicted configuration, and which steps you can skip.  Once you've selected the options you'll need, click the next arrow at the bottom.




The wizard will lead you through the process, updating the suggested configuration automatically as you go.  You will be asked for the following information:

Messaging
1. Interactive Menu

• Average number of menus and sub-menus a caller would be presented with in the call flow
• Average duration a caller spends in each menu
• Total number of busy hour calls the call flow encounters

2. Digit Collection

• Average duration required for callers to enter requested digits
• Total numbers of busy hour calls the callflow will encounter

3. Routing

• Average 'action' duration for routing
• Number of busy hour calls to routing

4. Play Message

• Average duration required for the message to play
• Total number of busy hour calls the message encounters

5. System Management

• Average duration a supervisor spends accessing system management
• Total number of busy hour calls system management encounters

Recorded Announcement Device (RAD)
1. For each RAD message

• Number of busy hour calls
• Average call length
• Message duration
• Phase time
• Message type
• Repeat time

Updated Position in Queue (UPiQ)
1. For each UPiQ message

• Number of busy hour calls
• Average call length
• Message duration
• Phase time
• Repeat time
• Max calls to TAP
• Number of agents

Callback
1. Callback Request

• Average duration required for caller to complete a callback request
• Total number of busy hours the callback request encounters

2. Callback Processing

• Average 'action' duration for callback processing
• Total number of busy hours to callback processing

The last screen will ask for the customer/site name, and an e-mail address.  You will have the option to Save a PDF copy of the suggested configuration locally, or Email the suggested configuration to yourself.  In both cases you will receive a PDF report which includes all of the choices you made, and numbers you filled in during the wizard, and your suggested counts for the following:

• Massaging Ports
• Callback Ports
• UPiQ Ports
• RAD Ports
• Total Ports
• Total Servers

RESOURCES

APPLIES TO

IVR/VWM 6.0 

INFORMATION

In MiContact Center Version 7.1.2.0 we are introducing an improved spell checker in the Ignite application.

The primary difference is that in Version 7.1.2.0 the spell checker will scan your emails in real-time, underlining any spelling mistakes it identifies for you in red.  
    NOTE: Once you have corrected a spelling error, if you undo that change by using CTRL Z the spell checker will not re-test the word, and will not add the underline again.

If you right-click on a perceived spelling error you are given a list of options:
1. Suggested spellings:  Ignite will list the suggested spellings that are most-likely your intended words.
2. Ignore: Ignore this word and take no other actions upon it.
3. Add to personal dictionary: Add this word to your personal dictionary so that it will not prompt you again.
    NOTE:  You personal dictionary is stored locally and only affects your computer.  There is a separate master dictionary on the MiCC server which applies to everyone.

ADDING AND REMOVING WORDS IN THE SERVER DICTIONARY

If you wish to populate the master dictionary on the server, you can do so by adding or removing the words (one per line) to a .TXT file on the server. 

This file is located in: [InstallDir]\CCM\Websites\MCCWa\Scripts
anospell\server\dictionaries\custom.txt 

REMOVING WORDS FROM THE PERSONAL DICTIONARY

APPLIES TO

Multimedia Contact Center 7.1.2.0 and newer 

1. Ensure Excel is installed
2. Use the Outlook/Outlook Express Email test button to verify SMTP settings.
3. Under Tools=>Admin Tools=>Manage SMTP mail settings – ensure you have a valid email account
4. Under Yoursite – Enterprise make sure each site that is programmed has the IP or DNS name of the mail server in the drop down menu
5. The Reporting Service logs on with the Mitel_RD_Account. Make sure this accounts password is set to never expire. Restart the service and make sure you do not get a logon failure
6. Ensure that each user is assigned to a site, under Yoursite=>Configuration=>Employee=>Edit=>User Account

Troubleshooting

1. If your emails are failing and you have the DNS name of the mail server under SMTP settings, try entering the IP address in case it is a DNS issue
2. Errors you will see in the Reporting Log
   a. No Excel installed
      i. Install excel
   b. No SMTP settings are configured for site or user
      i. Ensure each site has IP of mail server in dropdown under Yoursite – Enterprise
      ii. Ensure the user generating the report is assigned to a site under Yoursite=>Configuration=>Employee=>Edit=>User Account – choose the site from the drop down
   c. Cannot relay message to email address <email address you attempted to send to>
      i. The email address you are sending to is external or blocked, try an internal address.
   d. Other
      i. If using CCM version 5.3 with a 3rd party SMTP server (Ex. Gmail), emails will fail to send.  It has been confirmed that CCM version 5.7 works with 3rd party SMTP servers, so an upgrade is recommended if this situation applies. 

Printing to a Local Printer

1. Make sure the local Printer is installed on the client, set to default and is working
2. Under YourSite=>Configuration=>Employee=>Edit=>User Account Tab, place a check in the Print Locally Box, as well the user must be assigned to a site
3. The Contact Center Client must be running on the client machine, using the same 6110 credentials that the report schedule is setup under.
4. The Computer must remain on, if logged out the CCC will close and reports will not print
5. Again the Mitel_RD_Account must be set to never expire and restart the service to ensure it does not give a logon failure

Printing to a single Network Printer

1. The Mitel_RD_Account must be set to never expire. Restart the service to ensure you do not get a logon failure
2. Open your Computer Management Console. Under local user and groups find the Mitel_RD_Account, right click and change the password
3. Once you have the password, log into the server using the Mitel_RD_Account, this is a local admin account.
4. Open Excel at least once while logged onto Windows under the Mitel_Rd_Account.
5. Install the network printer in this account and set it to default
6. Ensure the printer is working, try printing from notepad
7. You can now logout of this account
8. Scheduled print jobs will all go to this printer; unless you choose to print locally for a specific user, then only there print jobs will go to the local printer.

Printing to Multiple Network Printers

1. The Mitel_RD_Account must be set to never expire. Restart the service to ensure you do not get a logon failure
2. Open your Computer Management Console. Under local user and groups find the Mitel_RD_Account, right click and change the password
3. Once you have the password, log into the server using the Mitel_RD_Account, this is a local admin account.
4. Open Excel at least once while logged onto Windows under the Mitel_Rd_Account.
5. Install all the network printers that they want to use under this account.
6. Ensure each printer is working by printing from notepad
7. You can now logout of this account
8. Under Yoursite=>Configuration=>Employee=>Edit=>User Account Tab, you must enter the path of the network printer that this employee will print too. In order to get the exact name of printer, since it is case sensitive in our software, complete the following steps: 
   i. Ensure the reporting_log has a logging level of 3 – KB254
   ii. Once all the network printers are installed under the Mitel_RD_Account, restart the reporting service
   iii. Open the Reporting_Log.txt log, go to the bottom of the log
   iv. Look for the line saying “Printers that are installed are: <then list of all printer>
   v. When entering the printer name for each employee, you must type the name exactly as you see it in the list from the log, it is case sensitive. (You may even see the same printer in other errors of the log, named differently, with caps or not. This does not matter it has to match the name after the line above.) 
   NOTE: In the "Send printed reports to the employee's desktop printer" box, you may sometimes be required to enter the network printer name with two back slashes in front.  (Ex. \\[NETWORK_PRINTER_NAME])
For this to work, you must be able to browse to the printer by going to Start=>Run=>\\[NETWORK_PRINTER_NAME]
   NOTE: Once you program each user with their printer, all reports under there credentials will go to this printer.
9. If the reporting service does not see the printer, cannot connect to a printer, or you typed the printer name incorrectly under the User Account tab, it will send the print job to the Default Printer under the Mitel_RD_Account, unless this is the printer that is down.

Emailing Alarms from CCC

1. In order to email alarms, verify first that you can email reports.
2. Configure your thresholds in the CCC alarms, and check the Email box, configure the message for the email, and enter an email address to send too.
3. If the emails are not sending, check the ContactCenterClient (PFShell in versions 5.7 and earlier) log, these failed events are not logged in Reporting log.
4. If they are failing, check to see if McAfee or some anti-virus program is running. If so, this is the problem as they will block the CCC’s email, even if reports email successfully.
5. They must leave the CCC running at all times, in order to receive the emails.

PROBLEM

Log files were being flooded with parsing errors, and a warning regarding "Unhandled MiTAI Event 3040".  In severe cases, this flood of MiTAI parsing errors could cause service instability.

RESOLUTION

This hotfix is to be applied onto 6.0.3.0.

1. Download the attached KB180093.EXE file to the Enterprise Server.
2. Double-click the KB180093.EXE file and follow the on-screen prompts.

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

APPLIES TO

6.0.3.0 

INFORMATION

When the UCMA application transfers a call to a remote user on SBS/SBA, the SBS/SBA needs to be trusted by the Router.  If not, an internal call will not be transferred through either a Dial out of Queue, or blind transfer. In the Lync OCS tracing, there will be an error “403 Forbidden” logged. 

CONFIGURATION

To add SBS/SBA as a trusted server, the administrator needs to put the FQDN of the SBS/SBA into the configuration file for the Oranda Router service.

1. On the Oranda Router server (typically this is the Enterprise Server) go to [InstallDir]\CCM\Services\RouterService\.
    NOTE: This is a 64 bit application and is normally found in C:\Program Files\prairieFyre Software Inc\CCM\Services\RouterService\.
2. Open the OrandaRouterService.exe.config file in an editor such as Notepad.
3. Find the following value:
      <setting name="TrustedServersFQDN" serializeAs="String">
        <value></value>
      </setting>
4. Add the FQDN for the SBS/SBA into the Value section.  For example:
      <setting name="TrustedServersFQDN" serializeAs="String">
        <value>www.mitel.com</value>
      </setting>    
5. Save the .config file.
6. Restart the Oranda Router service.
 
NOTE: If there are multiples SBS/SBA servers to specify, separate them with semicolons. ;

NOTE 2: In rare cases, we have seen similar behavior with transfers to SIP peers, such as SIP PSTN gateway or IP-PBX.  After first checking that you have voice policy with PSTN call enabled, and if there is an error  “403 Forbidden”, you can specify the FQDN of the SIP peer into the same config file under the following value. 

    <setting name="TrustedSipPeersFQDN" serializeAs="String">
      <value></value>
    </setting>

APPLIES TO

5.10.7.0 

INFORMATION

Basic process

Neither IQ nor IVR has a true 'blind' transfer event.

When set to a blind transfer, the system puts the caller on hold, and dials the destination separately.  Once it receives any event to confirm that the other end is there (ie: ringing, answer, etc.) it completes the transfer.  We refer to this as a 'blind' transfer because the port does not wait for the call to be answered, only an event indicating that the destination is functioning.

Ringbacks and recall timers

The most notable difference between IQ and IVR in regards to transfer activities is how we handle ringback or recall timer events.  IQ will attempt to ring back the port hunt group, where IVR looks for the originating source.

For example:
1. A call is made in to a site, and is answered by a receptionist.
2. The receptionist transfers the call to a Hunt Group for IQ/IVR
3. IQ/IVR processes the call and sends it to a queue.
4. The queue rings and is not answered long enough for the recall timer to trigger.
5. Here, the behavior differs:

• IQ: When a recall timer expires, the call is returned to the IQ port Hunt Group.  As such the call is returned to the IQ menu to be processed again.
• IVR:  When a recall timer expires, the call tries to return to the receptionist, and not the Hunt Group.

APPLIES TO

IQ and IVR, all versions 

Article ID: 52249 - Last Review: March 9, 2015

INFORMATION

See the attached .PDF file for the Detailed Release Notes (DRN) for MiContact Center 7.1.1.1. 

APPLIES TO

7.1.1.1 

DESCRIPTION

This alarm is triggered when the Connect to Caller activity is executed and there are no UPiQ ports configured or enabled for real-time for the queue the customer is dialing.

SEVERITY

Minor 

IMPACT

UPiQ messages will not play for callers. 

TROUBLESHOOTING STEPS

Ensure that you have UPiQ ports configured on the PBX and that they display in YourSite Explorer. If they do not display in YourSite Explorer, perform a telephone system synchronization. 

APPLIES TO

7.0 

PROBLEM

In some regions, the dialing rules used can change.  The hard coded rules implemented in the IVR system may no longer apply.  We recently encountered an issue in Chile where the country code was no longer required in national calls.  Previously, the PBX needed to dial 9 + 0 + ANI.  Now it is only needs to dial 9 + ANI.  The below example specifically shows the solution for this, but you can change your dialing pattern as needed.

SOLUTION

You can change the dialing pattern by using a variable compare and set.

1.  Open YourSite Explorer and go to the IVR Routing section on the left.
2.  Click Variables, and then click the Add button at the top.
3.  Call the new variable something intuitive such as ModifiedCallbackNumber. 
4.  Add a description so others can see the purpose of the variable.
5.  Set the Variable Type to Number.


6.  Next, go to Subroutines on the left.
7.  Open the callback outbound subroutine being used.
8.  Go to the Menu activity, and find the option to call the customer (Option 2, by default).
9.  Above the Conference with Customer activity add a Variable Compare.

10.  For each digit length you need to adjust add a condition.  In the above example there are two conditions, one for 8 digit numbers, and one for 9 digit numbers.
11.  Under each condition, add a Variable Set (pictured above).
12.  In the Variable Set activity, set the ModifiedCallbackNumber under the Advanced Text tab to:  <<CallbackClientNumber>> + 900000000 .  This will take any 8 digit phone number and append a 9 to the beginning. 
       For example 12345678 would become 912345678.  This can be modified to append any leading digit you need in place of the 9.  The length of the original number determines the number of following zeros in the above formula.
       NOTE: In the above screenshot there is a second branch for 9 digit numbers.  It follows the same process, except the Advanced Tab would show nine zeros.  <<CallbackClientNumber>> + 9000000000 . 


13.  Lastly, go to the Conference with Customer activity.
14.  Right-click the activity and go to External Call and set this to False.
15.  Right-click again and click Destination.
16.  Change the Destination to your ModifiedCallbackNumber variable.


17. Save your subroutine.

APPLIES TO

IVR 7.X 

DESCRIPTION

This alarm is thrown if we detect that the Windows Search Service is not started or properly responding. 

SEVERITY

Critical 

IMPACT

If the Windows Search Service is not running and responding you will be unable to search any fields (inbox, sent items, etc.) inside the Ignite client.  If the Windows Search service remains in this state for long, all email routing will stop.

TROUBLESHOOTING STEPS

In the Services control panel, try to restart the Windows Search service.

APPLIES TO

7.X and newer. 

INFORMATION

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

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. 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 “rering” 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.)

APPLIES TO

7.0 

PROBLEM

IVR is routing based on conditions (DNIS, ANI, etc) that are included in the call details.  When the call is first handled by a NuPoint and then passed to IVR, those details are not being used for evaluating the conditions. 

CAUSE

The original programming of our IVR system anticipated a specific call received event when receiving a transfer from NuPoint.  We have found in the field, that depending on NuPoint configuration, some other events such as a call redirect may be received instead. 

RESOLUTION

We have added code to accommodate the other possible initiating events that we could receive from a NuPoint system in order to ensure that IVR starts collecting the data and processing it accordingly. 

INSTALLATION INSTRUCTIONS

APPLIES TO

IVR 6.0.2.2

PROBLEM

When using YourSite Explorer from a client computer you attempt to create a multimedia queue, and encounter a fatal error. 

SYMPTOMS

Error: System.Reflection.TargetInvocationException: Exception has been thrown by the target of an invocation. ---> System.IO.FileNotFoundException: Could not load file or assembly 'Microsoft.IdentityModel, PublicKeyToken=31bf3856ad364e35' or one of its dependencies. 

CAUSE

A needed .DLL file was not copied to the client computer. 

RESOLUTION

Note: This issue is pegged to be resolved in MiCC Version 7.1.2.1.

For previous versions, you can correct the issue by doing the following:

1. On the MiCC server go to [InstallDir]\CCM\Applications\YSE\ .
2. Copy the file Microsoft.IdentityModel.dll to a network accessible location or other way of transporting the file.
3. On the client computer, copy the above file to [InstallDir]\CCM\Applications\YSE\ .
4. Re-launch YourSite Explorer.  Queue creation will now function as expected.

APPLIES TO

MiCC Version 7.1.1.0, 7.1.1.1, 7.1.2.0 

PROBLEM

When accessing Security Role information in YourSite Explorer, you encounter an error:  Navigation to the webpage was canceled. 

CAUSE

The security role page in YourSite Explorer still uses a website to interface with the server.  In a windows authentication environment, a browser setting is required. 

RESOLUTION

APPLIES TO

MiCC 7.X and newer with Windows Authentication 

PROBLEM

You can log into the Contact Center Management website, but some or all of the sub pages (Reporting, Your Site, etc.) return a Page Cannot Be Displayed error, or clicking on options produces no effect. 

SYMPTOMS

You are running Internet Explorer 9, 10, or 11. 

CAUSE

IE9, IE10, and IE11 need to run in Compatibility Mode in order to work with the CCMWeb website. 

RESOLUTION

For IE9 and IE10:

To the right of the Address Bar there is the Compatibility Mode icon.  It resembles a page torn in half.  If this icon is highlighted blue, you are running in Compatibility mode.  Otherwise click on it to toggle it. 

SYMPTOMS

Only one email can be placed on hold at a time.

CAUSE

The user is unable to place more than one 6150 email on hold after an upgrade or running the CCM configuration wizard.

WORKAROUND

Open the Prairiefyre.Services.EnterpriseServer.exe.config file which is located in [InstallDir]\PrairieFyre Software Inc\CCM\Services\EnterpriseServer.

Change <add key = "MCC_AllowMultiHold" value = "false" />
To<add key = "MCC_AllowMultiHold" value = "true" />

Restart the prairieFyre.NET Enterprise Service.

APPLIES TO

MCC version 5.X+

Keywords: mcc mmc multi hold multiple email multi-hold 6150 multimedia