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 –
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 –
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.