SUMMARY
In order to achieve proper functionality for real time and reporting of Ring Groups as part of the MiContact Center real time and reporting suite, the information contained with this article must be considered when planning a new MiVoice Business Ring Group deployment, or when modifying an existing Ring Group deployment to facilitate real time and reporting in MiContact Center. This article outlines class of service options, ring group configuration settings, and features and functionalities in MiVoice Business Ring Groups that are unsupported by MiContact Center, and may cause adverse behavior in real time and reporting.
Class of Service Options
NOTE: These class of service options are recomended for all extensions, however starting in MiCC 8.X RingGroup peg from the MiTAI data stream.
In addition to those golden rule class of service options, as outlined here, you must ensure the following options are configured for sets within Ring Groups, and for the Ring Groups themselves that are used in conjunction with MiContact Center:
- HCI/CTI/TAPI Call Control Allowed
- This option must be set to YES
- HCI/CTI/TAPI Monitor Allowed
- This option must be set to YES
- SMDR External
- This option must be set to YES
- SMDR Internal
- This option must be set to YES
- Group Presence Control
- This option must be set to YES
- Group Presence Third Party Control
- This option must be set to YES
Ring Group Configuration
When planning, or modifying, a ring group configuration the following items must be followed for proper real time and reporting:
- You cannot configure network devices within a ring group. While the MiVoice Business controller will allow for the configuration and utilization of remote network sets within a ring group, MiContact Center does not support these network devices, and as such real time and reporting may be unavailable, or inaccurate.
- Only prime line devices can be configured within a ring group (sets cannot be configured with key line appearances, secondary lines, multicall lines, etc.). While the MiVoice Business controller will allow for the configuration and utilization of sets that are configured with more than one line, these sets will not be accurately reported on in real time and historical reporting. Ensure each member of the ring group has only a prime line configured on the set.
- Call Forwarding should not be utilized in Ring Group configuration as it can cause inaccuracies in historical reporting.
Known Real Time and Reporting Issues
The following items are known issues relating to real time and reporting on ring groups using MiVoice Business and MiContact Center.
Real time issues are only evident when viewing statistics and events in Contact Center Client, Ignite, or current day reports (prior to the nightly summarization). Manual summarization, or summarization during the nightly maintenance routines shows the correct peg count on these statistics.
- When calls are placed on hold, and ring back is enabled, once the ring back timer elapses and the set is ringing this causes a double peg for calls offered and handled by the set
- Internal calls to a ring group that overflow due to ring or queue timers will show as abandoned calls in real time when they are expected to peg as an interflowed call
- Internal calls to a ring group that overflow to a path and are subsequently answered by an ACD agent handling that path, will peg the ring group with an abandoned call, when the expected peg is an interflowed call
- Internal calls that are blind transferred to a ring group then answered by a ring group member will not peg a call to the ring group in real time. The historical reports are also incorrect in this scenario.
- External calls to a ring group that overflow to a path then are answered by an agent will not peg the ring group with an interflow. The historical reports are also incorrect in this scenario.
- Time to interflow will include the duration that the call rang on the overflow point. This means the time displayed is a summation of the amount of time until a call was answered on all answer points as opposed to just the time to interflow from the ring group.
- When users hot desk into a member of a ring group, or an overflow point (thus taking the base extension out of service) will not be reported on accurately even though calls could be routed to the new hot desk extension/agent. Hot desk users should be programmed as members of a ring group in order to report on them, rather than programming an extension as a member in which a hot desk user logs into. Hot desk agents can still log into the ring group members and answer calls for ACD2 paths they are associated to. The path and agent would be reported on, but not the underlying member (which would be out of service). The extension state monitor will show the member as out of service and won't show the agent state.
- After a MiVoice Business failover completes successfully, and while joining and/or leaving a group will behave as expected, the presence state will not be updated in the client.
- For newly created ring groups, there is no way of knowing what members are present due to a limitation in the MiTAI API. the MiContact Center enterprise server defaults to No Presence by default and waits for calls to be routed to the member to update the presence state. This means until the ring group member receives their first call, their presence will be inaccurate.
Additional Information
For additional assistance, information, or to report issues not outlined above please contact your Mitel authorized channel partner or MiContact Center support.