HotFix KB443688 - Agent Performance by Make Busy/DND is reporting Zero calls in a MKB code but a duration applied

Article ID: 52589 - Last Review: June 20, 2018

PROBLEM

The Agent Performance by Make Busy/DND report was sometimes failing to peg Make Busy counts, but still pegging duration. 

CAUSE

A race condition resulted in an ACD Ringing event arriving out of order conflicting with the Make Busy punch. 

RESOLUTION

This HotFix is to be applied onto MiContact Center Business version 8.1.4.0.

1. Ensure that KB428628 is installed.
2. Ensure that KB427310 is installed.
3. Ensure that KB435696 is installed.
4. Ensure that KB427400 is installed.
5. Go to https://www.mitel.com/
6. Click the Log in button.
7. Click the Sign in button under Connect.
8. On the left, select the Software Download Center.
9. Expand the tree to MiContact Center Business and then down to MiContact Center Business 8.1.4.0 and HotFixes.
10. Download the MiCC HotFix KB443688.exe HotFix to the MiContact Center server.
11. Double-click the MiCC HotFix KB443688.exe and follow the on-screen prompts.
12. Wait for the repackager and auto-updates to complete.

NOTE: Installing this HotFix will restart the MiCC services.  To avoid service interruption we recommend applying the update after hours or during a scheduled maintenance window.

APPLIES TO

8.1.4.0 

Keywords: 443688 KB443688 make busy makebusy mkb report agent performance