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. Log into the CCM server and launch Contact Center Client (Start=>All Programs=>Mitel=>Contact Center Client)
   
   (In CCM 5.7, the Contact Center Client can be launched from the server or any desktop with the Client Component Pack installed; but in all later versions, it must be launched on the server.)
   
   
2. Log in to Contact Center Client using a CCM administrator account (any CCM user account which has a security role that allows access to the management panel).
   
   
   
3. Select Tools=>Management on the menu bar at the top of  Contact Center Client.
   
   
   
4. Click Support, then choose Create a support package .
   
   
   
5. You will see this screen:

   

 If you have been asked to add additional files, or to include specific days' telephone system records, please do so here.  If you do not add anything here, we will receive all the standard server-level logs (but none of the logs from client applications running on the server, or on clients' desktop PCs) and telephone system records from the present day and the day before.

6. Click Next.  The support package will now be created and make take a few moments depending on how much data is included.

7. You will receive confirmation that the Package has been completed; click Finish.
 
8.  When prompted to download the package, do so, saving it to a place you can find it (such as the server's desktop). 

Alternatively, if the package completes and you do not get prompted to save, you can find the package in the folder prairieFyre Software Inc\CCM\Websites\CCMWeb\downloads  . (By default, the prairieFyre Software Inc  folder will be found in C:\Program Files (x86)\. )  

The package will be named Package.zip, and the date modified should be today.  


For instructions on how to upload the support package to FTP, please see:  http://micc.mitel.com/kb/KnowledgebaseArticle52241.aspx



------

The following video provides an illustration of the process.  Please note that it was taken on a 5.7 SP1 system, so the interface will be slightly different in more modern versions.

APPLIES TO

All Versions

PURPOSE OF THIS ARTICLE

This article explains how to set up security roles to prevent users from being able to modify profiles in Contact Center Client - either shared profiles, or both shared and personal profiles.

Administrators may wish to prevent users from being able to alter these profiles because users often do so by accident (especially in the case of shared profiles).

INSTRUCTIONS

1. Go to the Security Roles section. (In CCM 7x, this is in YourSite Explorer. In CCM 6x, it is in CCMWeb, under YourSite > Security > Security Roles)

2. Create a new security role, or, if you have an existing role you would like to modify, open it for editing.

3. In the properties for the security role, go to the Advanced tab, and look under the heading "Real time". There will be two checkboxes:

- 'May manage the appearance of real-time monitors for all users (shared profile)'
- 'May manage the appearance of real-time monitors for personal use (Personal profile)'

If you uncheck the 'Personal profile' box, both will become unchecked, and the users with that security role won't be able to change any profiles (shared or personal); alternatively, you can just uncheck the 'shared profile' box.

4. Save the security role. (In CCM 7x, use the purple floppy-disc icon in the top-left corner of YourSite Explorer to save; in CCM 6x, use the little grey save button in the bottom-right corner of the CCMWeb page.)


(The next steps apply to both CCM 7x and CCM 6x.) 5. To apply the role to users: Go to YSE > Employees and select the employee(s) the role should be applied to. (You can aslo use Shift click and Control click to select and modify several users at once.) 6. Go to the User Account tab in the Employee properties, and specify the security role. 7. Save in YourSite Explorer.

IMPORTANT CONSIDERATIONS

Please note:

- One security role may apply to many users, so please be careful when modifying existing security roles.

- Only one security role can be applied to a user at any time - they are not cumulative.

- If an employee already has a security role (other than Local Administrator, which is the default role) applied to him or her, the best practice would be to make a new role and copy the permissions from that role to the new role, and then uncheck the 'Shared Profile' or 'Personal Profile' boxes in the new role.

ADDITIONAL INFORMATION

Additional information on Security Roles can be found in the CCM User Guide.

APPLIES TO

CCM 6x, CCM 7x

PROBLEM

The MiTAI Proxy service is stuck in a loop, constantly restarting.

SYMPTOMS

System event logs fill with errors stating that the service has restarted hundreds of times, with the following detail:

NO MEDIA SERVERS FOUND, EnterpriseConfig_NodeRows Count = 0

CAUSE

Stop and disable the prairieFyre MiTAI Proxy service on the MiCC enterprise server; you will need to stop the prairieFyre Server Monitoring Agent first, then restart it after the configuration changes have been made.

1. Go to Start => Run and type services.msc and hit Enter
2. Find the prairieFyre Server Monitoring Agent, right-click on it and choose Stop
3. Find the prairieFyre MiTAI Proxy Server, right-click on it and choose Properties. Choose Stop, then in the Startup type dropdown, choose Disabled, and then OK
4. Go to the [drive]:\Program Files\prairieFyre Software Inc\CCM\Services\ServerMonitoringAgent\ folder
5. Delete the KnownKeepAliveServiceNames.xml file
6. Go back to the Services window, right click on prairieFyre Server Monitoring Agent and choose Start

The Server Monitoring Agent will create a new KnownKeepAliveServiceNames.xml file, and now knows that it no longer needs to check the status of the prairieFyre MiTAI Proxy Server service.

APPLIES TO

Mitel 5000 series PBX (formerly Inter-tel 5000) 

SUMMARY

Keywords: ccm contact center management build version numbers

Article ID: 52267 - Last Review: April 30, 2015

INFORMATION

By default, SQL will consume as much memory as is needed and available. Occasionally, SQL will consume all of the available memory on the CCM Server, resulting in poor CCM Server performance.

In these situations, it may be beneficial to limit the amount of memory SQL is allowed to consume. This can be done within SQL itself.

INSTRUCTIONS

1. Open SQL Management Studio.

2. In Management Studio, in the top-left corner, click on the SQL Instance Name and select Properties (as shown):

3. In the Server Properties window, on the left, click “Memory”.

4.  Set the Maximum server memory (in MB). 

5. Click OK.

EXPECTED OUTCOME

APPLIES TO

SQL 2008 R2, 2012, and 2014

Keywords

SQL, memory, RAM, limit, consumes, excessive

Article ID: 51207 - Last Review: May 4, 2015

INFORMATION

Installing the PBX Simulator

1. Navigate to [InstallDir]\CCM\Support\PBX Simulator\
2. Double click the Setup.exe file and follow the on-screen prompts
3. If you open the Services control panel (services.msc) you should now have a prairieFyre PBX Simulation Service.

Using the attached package

1. Unpack the DemoSystem.ZIP file Restore the package inside (this will import the configuration.)  NOTE: This will replace your current configuration. If you need to mix this simulation with a live environment, unpack and restore the simulation package first then add the live PBXs and synchronize down after.
2. Check in YSE what node # of the simulated PBX. Unzip the raw data files inside the DemoSystem.ZIP (a20050801.zip, and s20050801.zip) into the matching Node folder in [InstallDir]\CCM\Data Directory\. The Simulator service will only read .TXT files, and not ZIP files.

Creating your simulation node

1. In YSE open the simulation Media Server, and go to the Data Collection tab.
2. Verify that the Computer Name field indicates the current MiCC server, where the simulator is running.
3. Set it to Simulation on the left.  In here specify:
1. Run the simulation for this many telephone system days:  This is the number of times in a row the raw data will be played back.
2. Run the simulation at ## times the normal speed:  This is how fast you will play back the data.  Selecting 1 will be real-time.  Higher numbers will push the raw data through faster.  I have seen this pushed as high as 40 in testing.
3. Simulation Start Time:  When in the raw data it will start playing back.  NOTE: With the provided data package, there will be no activity until 8am.
4. Simulation End Time:  When in the raw data it will stop playing back.  NOTE: In the provided data package, SMDR stops at around 20:30
5. Enable MiTAI for this simulation:  Check this box to simulate MiTAI traffic.  Realtime will not display correctly without this.
6. Specify the files to be used for this simulation:  Browse to the Node folder and select s20050801.txt for SMDR, and the file beginning in a20050801.txt for the ACD.
4. Click the Save button at the top of YSE.
5. Open the Services control panel (services.msc) and restart the prairieFyre PBX Simulation Service.
1. NOTE: The service needs to pre-cache all the raw data, so the simulation can take anywhere from 5 to 15 minutes before it begins.
2. If you changed the computer name in step 2, you must also restart the prairieFyre Collector Service (v5) service before we will begin collecting the simulated data.
6. Open the Contact Center Client and load a profile set to monitor the Queues/Agents in the simulation (filter the lists by media server to pick out the correct devices)
7. If after 15 minutes you see no changes in the realtime monitors, restart the .NET Enterprise Server service (this may also take 5 minutes to fully take effect).

Starting simulation mode

• Click Start ->Administrative Tools ->Services.
• Click prairieFyre PBX Simulation Service.
• Click Start or Restart to start the service.
• Close the Services window.

Verifying the installation and configuration was successful

• Open YourSite Explorer.
• Click on Media Servers, on the left.
• Select the Media Server configured for Simulation Mode.
• Click the Tools tab at the top of the screen.
• Click Data Link to verify that ACD and SMDR data is streaming. If the media server is online and ACD and SMDR data is streaming you can begin to demonstrate Contact Center Management and Contact Center Client real time and reporting functionality.

To verify that the Simulation environment is working (MiCC Version 6.X or earlier):

• Open Contact Center Client.
• Log in to Contact Center Client using an administrator user name and password.
• In Network Monitor, ensure the Simulation media server you created is online.
• Click Data Link to verify that ACD and SMDR data is streaming. If the media server is online and ACD and SMDR data is streaming you can begin to demonstrate Contact Center Managementand Contact Center Client real time and reporting functionality.

ADDITIONAL NOTES

• In a simulated environment, it is important to configure the device the same way you would on a live environment. Agents / Agent Groups / Extensions / Queues will need to be configured with the same reporting number / dialable in order to be in real-time and reporting. Furthermore, licensing rules are the same.
• Your Enterprise Server will run in simulation mode for as long as you specified. If you leave simulation mode on for several days, you may notice discrepancies on subsequent days.  To avoid this, schedule a restart of the .NET Enterprise Server, then (5 minutes later) the PBX Simulation Service shortly after midnight.
• If you are running simulation mode for an extended period you can either store the .TXT files for the raw phone data outside the \Data\Directory\ structure in order to prevent the Maintenance process from zipping up the raw TXT file.
• If you restart the Enterprise Server while in simulation mode, you must restart the prairieFyre PBX Simulation Service once the Enterprise Server becomes operational.
• If you change the state of an agent or extension using Interactive Contact Center, the agent/extension will remain in that state until you change the state again or until simulation mode has scheduled a state change.
• To disable Simulation mode, in YourSite Explorer click back to the TCP tab on the left.
• To disable Simulation mode, in Contact Center Management remove the checkmark beside run in simulation mode.

PROBLEM

You are moving rom one mail server to another, but want to keep the same queues. 

INSTRUCTIONS

In order to ensure that the queues continue to work with a different mail server and email address, without losing any existing messages, please do the following: 

APPLIES TO

MCC 7.0 

INFORMATION

Intelligent Queue (IQ) is not supported on 64 bit operating systems.

If you are planning on running IQ with CCM 6.0.X.X, you must do one of the following:

• Separate CCM and IQ onto different servers.  You can use a 64 bit server for CCM, and a 32 bit server for IQ.  This is the recommended solution.
• If you plan to co-locate CCM and IQ onto the same server, it must be a 32 bit operating system.
• NOTE: If you co-locate CCM 6.0.X.X and IQ 5.8.0.9, you will need to make a manual IIS configuration change.  Please see knowledgebase article http://micc.mitel.com/kb/KnowledgebaseArticle51416.aspx

APPLIES TO

IQ, all versions. 

INFORMATION

Despite supporting Microsoft Exchange Server 2007 64-bit (without it being co-located with the Customer Interaction Solutions Enterprise Server), we do NOT support  Webchat Server on a 64-bit platform. It is on the roadmap for our Atlantic release, scheduled to be released in 2013.

613-599-0045

APPLIES TO

MCC - Webchat Server

Article ID: 51107 - Last Review: July 29, 2011

Version 5.8 introduces a new Simplified Licensing model for Contact Center Enterprise and Business Edition, Call Accounting, and Intelligent Queue. For complete details on the new Simplified Licensing model, see the Contact Center Solutions and Call Accounting System Engineering Guide.

NOTE: The new Simplified Licensing model no longer supports the concurrent licensing model for Multimedia Contact Center, Contact Center Screen Pop, Salesforce.com Client and CTI Toolkit Client. All licensing now must be assigned to a user. Any customer claiming concurrency will be managed on a case-by-case basis by prairieFyre Software. Please contact miccsales@mitel.com to be granted additional licensing. It is important to remember that once additional licensing is granted, you will be required to pay Software Assurance on the new licensing upon renewal of your Software Assurance.

The following section details licensing migration information. For device specific migration information pertaining to upgrading to Version 5.8 and the new Simplified Licensing model, see See "Device specific migration information" on page 1.

Contact Center Starter Pack software upgrades

When upgrading to Version 5.8, the level of Contact Center Starter Pack granted will be equal to the highest level of Contact Center features and functionality owned.

If Basic Contact Center features are owned (Contact Center Management reporting and real time), a Contact Center Basic Starter Pack will be granted.

If Standard Contact Center features are owned (Basic features plus Interactive Contact Center, Contact Center PhoneSet Manager, Enterprise Presence and Chat, and Traffic Analysis), a Contact Center Standard Starter Pack will be granted.

If Advanced Contact Center features are owned (Standard features plus Resiliency, Interactive Visual Queue, your choice of Salesforce.com Client, or CTI Toolkit Client, and Contact Center Screen Pop), a Contact Center Advanced Starter Pack will be granted.

If Premium Contact Center features are owned (Advanced features plus Multimedia Contact Center—email, fax, SMS, and Web chat), a Contact Center Premium Starter Pack will be granted.

NOTE:

For sites where a a subset of Basic, Standard, Advanced, and Premium features are owned, a mixture of Basic, Standard, Advanced, and Premium agents will be granted, and the Starter Pack provided will align with the highest feature set owned.

In regions where Call Accounting is supported, Contact Center sites will automatically be granted a Call Accounting Starter Pack, including 50 Call Accounting extensions and Traffic Analysis.

A Contact Center Network License is granted for sites with Resilient agents, Enterprise nodes or Gateway nodes.

All connectors owned will be granted an equivalent connector license in the new model.

System Administrators

System Administrators have access to all Contact Center, Call Accounting, Intelligent Queue software and IVR Routing software (if licensed) for the purposes of configuration and network and system administration. System Administrators are now a purchasable option for use with Contact Center Solutions applications.

NOTE:

Two complimentary System Administrators are included with your initial purchase of a Contact Center, Call Accounting, or Intelligent Queue Starter Pack.

No additional complimentary System Administrators are provided when you are granted a Contact Center Starter Pack, along with a complimentary Call Accounting Starter Pack, or when you purchase additional Intelligent Queue or IVR Routing Starter Packs. Additional System Administrators must be purchased separately.

For the purposes of migration only, one System Administrator will be provided for every increment of 50 agents owned. On or before the first Software Assurance renewal after migration, should you wish to reduce or increase the amount of System Administrators owned, please contact miccsales@mitel.com to modify your licensing. It is important to note that once additional licensing is granted, you will be required to pay Software Assurance on the new licensing upon renewal of your Software Assurance

Advanced Supervisors

Advanced Supervisors have access to the Contact Center Management website (reporting), forecasting, My Options, Flexible Reporting, Contact Center Client for real-time monitoring, Workforce Scheduling (if owned) and YourSite Explorer (read access only). Advanced Supervisors are not a purchasable option and an unlimited number of Advanced Supervisors will be granted.

Advanced supervisors at the Basic level will only have access to CCM Voice reports, real time monitors, forecasting, SMDR and ACD inspector tools.  If Workforce Scheduling, Multimedia, Intelligent Queue or IVR Routing is owned, Advanced Supervisors will have access to those reports as well.

Contact Center Basic Agents

Any existing site without Interactive Contact Center or Interactive Visual Queue will have their agents converted to Contact Center Basic Agents. If granted the proper security permissions, the agents will be reported on historically, viewed in real time, and has access to real-time monitors. Users also have access to the Contact Center Management / Call Accounting website My Options page to configure user options, such as language preference.

Contact Center Standard Agents

Any existing site with Contact Center Management, Interactive Contact Center, Enterprise Presence and Chat, or Traffic Analysis will have their agents converted to Contact Center Standard Agents. If granted the proper security permissions, agents will now have access to Contact Center Management reporting, real time, forecasting, Enterprise Presence and Chat, and Traffic Analysis features.

Contact Center Advanced Agents

Any existing site with Contact Center Resiliency, Interactive Visual Queue, Contact Center PhoneSet Manager, Salesforce.com Client or CTI Toolkit Client, and Contact Center Screen Pop will have their agents converted to Contact Center Advanced Agents. If granted the proper security permissions, agents will now have access to Contact Center Management reporting, real time, forecasting, Enterprise Presence and Chat, Traffic Analysis, Resiliency, Interactive Visual Queue, choice of Contact Center PhoneSet Manager, Salesforce.com Client or CTI Toolkit Client, and Contact Center Screen Pop.

Contact Center Premium Agents

Any existing site with Multimedia Contact Center will have their agents converted to Contact Center Premium Agents. If granted the proper security permissions, agents will now have access to Contact Center Management reporting, real time, forecasting, Enterprise Presence and Chat, Traffic Analysis, Resiliency, Interactive Visual Queue, choice of Contact Center PhoneSet Manager, Salesforce.com Client or CTI Toolkit Client, Contact Center Screen Pop, and Multimedia Contact Center—email, fax, SMS, and Web chat.

Workforce Scheduling Agents

Any existing sites with Workforce Scheduling Agents will automatically be granted an equal number of Workforce Scheduling Agents under the Simplified Licensing model. Schedule Adherence and Employee Portal are now included with Workforce Scheduling by default, so any customers not previously licensed for Schedule Adherence and Employee Portal will now be granted access to these applications.

NOTE: An Advanced Supervisor is required to create schedules using the Workforce Scheduling application, configure Schedule Adherence parameters, and approve and deny requests from Employee Portal.

Contact Center Network License

The Contact Center Network license provides access to unlimited sites and 3300 ICP, 5000, and Axxess connection points for use with the product(s) owned. A Contact Center Network license is valid for use with all Contact Center, Call Accounting, Intelligent Queue and IVR Routing media server types. Any existing site with more than one Contact Center, Call Accounting, or Intelligent Queue Enterprise Node or Enterprise Node Gateways will be granted a Contact Center Network License. If only one Call Accounting Node is owned as part of a shared site with Contact Center only, a Contact Center Network License will be granted.

Business Edition Base Software

All existing Business Edition sites with base software will now have Enterprise Presence and Chat included. Any Business Edition sites with Contact Center PhoneSet Manager, Salesforce.com Clients, or CTI Toolkit Clients will automatically be granted an equal number of Integrated Client licenses. Any Business Edition with Contact Center Screen Pop licenses will automatically be granted an equal number of Screen Pop licenses.

Business Edition Licensing

For Contact Center Business Edition, you will have 3 different levels of Employee licensing: None, Reporting, or Desktop employee. For Supervisors, you will have 2: None or Desktop supervisor.

Employee license levels:

    Note: this option enables you to run reports on the employee, if data exists for that employee, however, you cannot monitor the employee in real time and no new data will be collected for the employee. When you select this option historical data for the employee continues to be stored and the employee's name is removed from all Contact Center Client device selection lists.

    CAUTION: If data exists for an employee who was previously licensed but is currently unlicensed, that data can be accessed in reports. However, if a summarization is done after the employee is no longer licensed, there is a risk that the collected data could be lost.
    Reporting employee: is reported on historically, viewed in real time, and has access to Enterprise Presence and Chat.
    Desktop employee: is reported on historically, viewed in real time, has access to Enterprise Presence and Chat, and the ability to view real-time monitors via Contact Center Client.

    NOTE: Only one employee type can be selected for each employee. You cannot license an employee if no licenses remain.

Supervisor license levels:

    None: use this option for employees who are agents or general business extensions.
    Desktop supervisor: has access to the following: Contact Center Management website (reporting, contacts, forecasting, and security), Contact Center Client for real-time monitoring, and YourSite Explorer for enterprise and device configuration.

    NOTE: You will need to be a Desktop supervisor to have access to the Auditor tool in Contact Center Client.

Business Edition Integrated Client

Contact Center PhoneSet Manager, CTI Toolkit Client, Salesforce.com Client and Contact Center Screen Pop will no longer be purchasable add-ons to Business Edition. Instead, Business Edition will now offer an Integrated Client add-on (Business Edition agent desktop license is a prerequisite), which by default gives the employee access to Contact Center PhoneSet Manager or CTI Toolkit Client software. If the customer purchases the Salesforce.com Connector, the Business Edition Integrated Client optionally allows for a Salesforce.com Client to be added. The Microsoft CRM Connector continues to be an optional add-on.

Business Edition Screen Pop

Business Edition Screen Pop is an optional add-on to the Integrated Client.

Call Accounting Starter Pack software upgrades

Any existing site with Call Accounting will be granted a Call Accounting Starter Pack, 50 Call Accounting Extensions, Traffic Analysis, and one Premium Supervisor. Any existing site with Call Accounting extensions, and, optionally, Subscriber Services extensions, Resiliency, or Traffic Analysis will be granted an equal number of Call Accounting Extensions under the new Simplified Licensing model. Subscriber Services, Resiliency, and Traffic Analysis are now included with Call Accounting by default, so any customers not previously licensed for Subscriber Services, Resiliency, and Traffic Analysis will now be granted access to these applications.

NOTE: A Call Accounting Network License is required for Call Accounting Resiliency.

Call Accounting Extensions

Additional Call Accounting Extensions are available in packs of 50, 250, 500, and 1000. Each Call Accounting Extension can be reported on and viewed in real time to track the costs of calls made and received. Call Accounting Extensions can optionally be configured as Subscriber Services Extensions to enable reporting for marked up costs and service fees.

Call Accounting Network License

The Call Accounting Network license provides access to unlimited sites and 3300 ICP connection points for use with the product(s) owned. The Call Accounting Network License is available to standalone Call Accounting sites only. Any existing site with more than one Call Accounting Enterprise Node or Enterprise Node Gateway will be granted a Call Accounting Network License.If only one Call Accounting node is owned as part of a shared site with Contact Center only, a Contact Center Network License will be granted.

Intelligent Queue Base software upgrades

When upgrading to Version 5.8, any existing site with Intelligent Queue Base software will have the base software converted to an Intelligent Queue Routing Starter Pack. If multiple instances of the Intelligent Queue Base software is owned, an equal amount of Intelligent Queue Routing Starter Packs will be granted. The level of Intelligent Queue Routing Starter Pack granted will be equal to the highest level of Intelligent Queue features and functionality owned.

If Standard Intelligent Queue Routing features are owned (Base with RADs, Messaging and Reporting, and Updated Position in Queue), an Intelligent Queue Standard Routing Starter Pack will be granted.

If Advanced Intelligent Queue Routing features are owned (Standard features including ANI/DNIS Routing and Voice Callbacks), an Intelligent Queue Advanced Routing Starter Pack will be granted.

If Premium Intelligent Queue Routing features are owned (Standard and Advanced features including Collect Caller Entered Digits, Remote Database Verification, Web Callbacks, and Agent Recording), an Intelligent Queue Premium Routing Starter Pack will be granted.

Intelligent Queue Routing Ports

Any existing site with Intelligent Queue Ports will be granted an equal amount of Intelligent Queue Routing Ports. The features and functionality of these ports will align with the level of Intelligent Queue Routing Starter Pack owned.

Contact Center Network License

Any existing site with more than one Enterprise Node and one or more Enterprise Node Gateways for Intelligent Queue will be granted a Contact Center Network License.

A La Carte parts

All existing sites with the following a la carte parts will be granted the same licensing in the new model:

Contact Center Softphone—1, 10, 50 Pack (Business and Enterprise Edition)

Workforce Scheduling —1, 10, 50 Pack (Enterprise Edition only)

CTI Developer Toolkit Server (Business and Enterprise Edition)

Salesforce.com Connector (Business and Enterprise Edition)

Microsoft CRM Connector (Business and Enterprise Edition)

OAISYS Call Recording Connector (Business and Enterprise Edition)

Third-party Workforce Management Connector (Enterprise Edition only)

High Availability (Enterprise Edition only)

Integrated Client—1, 5, 10 Pack (Business Edition or non ACD users only)

Screen Pop (Business Edition or non ACD users only)

Contact Center Business to Enterprise Edition upgrade—1 unit (Business Edition only)

CSM to Contact Center Business or Enterprise Edition upgrade (Business and Enterprise Edition)

Contact Center Competitive Displacement—1 unit (Business and Enterprise Edition)

Standard, Premium, TotalSolutions Program (TSP) and Upgrades Only Software Assurance—1 unit (Business and Enterprise Edition)

Contact Center and Call Accounting Demo kits

Contact Center and Call Accounting Try Before You Buy

Device specific migration information

This section provides a detailed overview of how devices configured in YourSite Explorer are migrated to Simplified Licensing when you upgrade to Version 5.8. These rules also apply when you restore a pre-Version 5.8 backup on a Version 5.8 Enterprise Server.

When upgrading to Version 5.8

If 3300 ICP media servers are programmed with the previous maximum of 500 MiTAI monitors, each 3300 ICP media server in your enterprise is upgraded to 800 maximum MiTAI monitors.

If agents, extensions, and queues were enabled with Advanced real time and reporting, they are upgraded to be enabled for the same features and functionality.

NOTE: The Advanced real time and reporting option available in pre-Version 5.8 releases is no longer exposed in Version 5.8. All agents, extensions, and queues are now configured for the features and functionality available with Advanced real time and reporting by default in Version 5.8.

If employees configured in YourSite Explorer

• were not enabled with Advanced real time and reporting, their default employee license will be set to None.
• were enabled with Advanced real time and reporting, there was a Multimedia Contact Center media server configured, and at least one of the associated agents was a multimedia agent, their default employee license will be set to Premium.
• were enabled with Advanced real time and reporting and at least one of the associated agents or extensions were configured with a failover media server, their default employee license will be set to Advanced. If this same scenario was encountered in a Contact Center Business Edition configuration, their default employee license will be set to either Reporting or Desktop to align with what they had prior to upgrading, with Multimedia Contact Center enabled..
• were assigned a security role that enabled them to use soft phone or were assigned either of the two system security roles (Local Administrator or Enterprise Administrator), they will be assigned a soft phone license. If this same scenario was encountered in a Contact Center Business Edition configuration, they would be assigned a Desktop, Integrated Client, and Softphone license.
• and none of the previous four scenarios applied, they will be assigned a Basic employee license. However, if no Basic licenses remain, an attempt will be made to upgrade them to a Standard, Advanced or Premium employee license in an effort to avoid over-licensing employees. If no Standard, Advanced or Premium licenses remain, employees will be assigned a Basic employee license. In this scenario, you must either manually reassign employee licenses so you are no over licensed or contact miccsales@mitel.com to be granted or purchase additional licensing.
• were assigned either of the two system security roles (Local Administrator or Enterprise Administrator) or their security role enabled them to manage Workforce Scheduling, they will be assigned an Advanced Supervisor license.

NOTE: If you did not previously use security roles and had employees using client applications and configured with a username and password in YourSite Explorer, these employees would have been automatically configured with the default security role of Local Administrator. After upgrading to Version 5.8, all employees with the Local Administrator security role will be assigned a Premium Supervisor license. This may result in an over licensing scenario and you will not be able to edit employees associated to these over licensed supervisors in YourSite Explorer until you correct the licensing or purchase additional Premium Supervisor licenses.

Once you have successfully upgraded to Version 5.8, it is important that you review your employee licensing to ensure that you have not consumed more licenses than you have been granted and that employees have the appropriate security roles associated to them. If you have any questions or concerns please contact your Mitel approved vendor.

Keywords: 5.8 upgrade simplified licensing migration

PROBLEM

After overnight maintenance Multimedia statistics were doubled.  A manual summarization would add the day's statistics again. 

CAUSE

The summarization logic that deletes the day's statistics from the database then re-writes them based on current configuration was not correctly clearing the multimedia tables. 

RESOLUTION

This hotfix is to be applied onto 7.0.1.0.

1. Download the attached KB218492.EXE file to the Enterprise Server.
2. Double-click the KB218492.EXE file and follow the on-screen prompts.
3. Re-summarize any days from 7.0.1.0 installation to today, by going to the Contact Center Client =>Management =>Maintenance =>Summarize.

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

APPLIES TO

7.0.1.0

Keywords: 218492 KB218492 7.0.1.0 mcc multimedia email chat report double

PROBLEM

This hotfix addresses the read back of numbers, currencies, and dates in ES-CL language. 

RESOLUTION

This update is to be installed onto Version 7.0.1.0.

1. Download the attached KB216697.EXE file to the Enterprise Server.
2. Double-click the KB216697.EXE file and follow the on-screen prompts. 

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

APPLIES TO

7.0.1.0 

PROBLEM

This Hotfix addresses the following issues:

• The Agent Event report was double pegging an individual ACD call.
• The ACD duration between last account code input and call termination was incorrectly appearing in the interval in which that account code was entered.
• IQ DNIS Group Performance by DNIS report shows 1 fewer call offered/handled than the Queue Group Performance by Queue.
• IQ and IVR DNIS Group Performance by DNIS reports return 'no data' when site uses IVR.
• Transferring to a queue group by using a Queue Variable activity in IVR Routing fails. 

RESOLUTION

This hotfix is to be applied onto Version 7.0.1.0.

1. Download the attached KB217692.EXE file to the Enterprise Server.
2. Double-click the KB217692.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

7.0.1.0 

PROBLEM

When Variable Masking is enabled, in order to prevent collected digits from being passed to log files, Execute Activities in IVR are also being passed the masked version of the digits. 

RESOLUTION

This hotfix is to be installed onto Version 7.0.1.0.

1. Download the attached KB231032.EXE file to the Enterprise Server.
2. Double-click the KB231032.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 this update after hours or during a scheduled maintenance window.

APPLIES TO

7.0.1.0 

Question
I have a user who logs into their CCC but they never appear as online in any other CCC Chat user’s contact list?

Answer
This usually means that this client is not able to register itself properly with the server.  Verify that the this client can ping the server using the server’s computer name (this client may still be able to ping the server using the server IP address but this does will not guarantee that the CCC Chat will work; the computer name must be used). The server must also be able to reach the client computer both by IP and computer name.  If pinging the server fails using the server’s computer name, then you must resolve the issue with this client not being able to resolve the server’s computer name.

Question
I have a client who logs into their CCC and they appear as online in all other CCC Chat user contact lists.  This client can send messages to other chat users but other chat users fail to send messages to this client.  What could cause this?

Answer
This behaviour is an indication of this one client having a one way communication problem. In this case the server is unable to send messages to this client but the client is able to send messages to the server.  Most probable causes for this are network routing and/or DNS name resolving (NetBIOS) issues with this client and the server.  The server is either unable to resolve the computer name of this client machine or this client machine is behind a proxy or possibly on a different subnet.  Make sure you can ping the client machine from the server using the client machine’s computer name and check to make sure NetBIOS settings are enabled on the server (this can be found by right clicking on the server’s local area network connection, select properties, select Internet Protocol (TCP/IP) and press properties button, click on Advanced button, select the WINS tab).  Make sure that the IP address of the client machine matches the IP address that shows up when you ping the client machine using the client machine’s computer name.


Other Symptoms
The CCC chat on v5.X and v6.X shows that a user is online and available to chat, but when sending a message, the error "your message could not be delivered because one or more recipients is offline" is displayed and the message is not sent.

Cause
The CCC was not shut down correctly and it's entry in the SQL table tblServiceRegistration was not cleared.  CCC chat establishes a random TCP port in the 5000 range and this random port is associated in the tblServiceRegistration table along with the IP and hostname of the CCC machine.  If this original entry does not get cleared due to a CCC going offline unexpectedly, the next time CCC is started a second instance entry of hostname, IP, and port is created in tblServiceRegistration. There is a high likelihood that a different random port will be chosen. [The "sometimes it works" situation arises when the second instance's port number matches the first instance.] The second instance entry is the true destination IP:PORT of the CCC but the chat engine is attempting to open communication on the port referenced in the first instance and as such it will fail because the CCC doesn't have that port open.

Things to Try

In cases where upgrade is not practical due to custom work, follow these steps to correct the issue:

1. On the CCC machine, make note of the unreachable CCC username.
2. Restart the CCC machine that is unreachable by chat.
3. Ensure CCC is not running; logoff and exit if it is running.
4. On the CCC machine, open a command prompt and type HOSTNAME and note the name.
5. Type IPCONFIG and note the IP address.
6. On the CCM server machine, open SQL Server Management Studio and in CCMData, open the table tblServiceRegistration.
7. tblServiceRegistration is a large table - scroll to the bottom as client machines entries are typically some of the last rows.
8. Locate the entry with the CCC username from step #1, Hostname and IP from step #4 and then delete this entry from the table.
   It will be in the format PORT:IP/USERNAME
9. Restart the unreachable CCC
10. Try sending a chat to the CCC that was unreachable earlier.
11. If that does not work, you can run the attached ClearServiceRegistrations.sql script.
    NOTE: All Contact Center Client users would need to be logged out and logged back in after the script is ran.

PROBLEM

This hotfix addresses 4 items:

• Canceling an agent worktimer from an Agent State by Time monitor only works if the Queue worktimer is enabled in YourSite Explorer
• WFM Media Server Mapping values automatically change to default Media Server Node IDs
• delays in execution of DND open/close commands from the Enterprise server in environments with large number of queues
• Carrying forward extra logging implemented in KB179428 so that it remains in 7.0.1.0

RESOLUTION

This hotfix is to be installed onto Version 7.0.1.0.

1. Download the attached KB180616.EXE file to the enterprise server.
2. Double-click the KB180616.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 applying the hotfix after hours or during a scheduled maintenance window. 

APPLIES TO

7.0.1.0 

PROBLEM

One site experienced issues where the salesforce screenpop would display the Path ID in place of the Caller ID. 

RESOLUTION

This hotfix has several pre-requisites.  It must be installed onto Version 7.0.1.0.  Before installing the current hotfix, ensure that the following are installed in this order:

1. KB218492
2. KB180616
3. KB216697
4. KB217692
5. KB231056
6. KB231032 

APPLIES TO

7.0.1.0 

PROBLEM

In some rare cases, when blind transferring a call to an ACD path, the transfer clears the IVR port and then receives an SXERR_FEATURE_NOT_ALLOWED error from the MiVB almost immediately afterward.  The workflows are not yet closed off, and this results in the port trying to go down the failure branch of the workflow even though the port is already idle, resulting in unpredictable routing. 

RESOLUTION

This hotfix must be installed onto MiCC Version 7.0.1.0, with a specific set of hotfixes already installed (see step 1).

1. Ensure that the following HotFixes are installed in this order:

1. KB218492
2. KB180616
3. KB216697
4. KB217692
5. KB231032

2. Download the attached KB253459.EXE file to the MiContact Center server. 
3. Double-click the KB253459.EXE file and follow the on-screen prompts.

APPLIES TO

7.0.1.0 

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:

• Messaging Ports
• Callback Ports
• UPiQ Ports
• RAD Ports
• Total Ports
• Total Servers

RESOURCES

APPLIES TO

IVR/VWM, all versions

SUMMARY

The attachedfiles contain a Matrix for CCM Enterprise Edition, CCM Business Edition, IQ, and IVR/VWM license options in a simplified manner.  There are two files, representing different software versions.

• Simplified-Licensing-Matrix-58-6001.xls covers versions 5.8 through 6.0 FP1
• Simplified-Licensing-Matrix-6002.xls covers version 6.0 FP2 and higher

NOTE: There are three separate tabs in the excel file for CCM (EE and BE), IQ, and IVR.

APPLIES TO

CCM, IQ version 5.8
CCM , IVR/VWM versions 6.0, 7.0, 7.1

Keywords: simplified licensing license matrix ccm iq 6110 6160 5.8 IVR VWM 6.0 7.0 7.1