HotFix KB427400 - IVR and Multimedia reporting fixes

PROBLEM

This HotFix addresses multiple issues:

• Hunt Group Port durations do not match the Condition report durations
• Some calls were pegged as both Abandoned and Transferred/Routed at the same time
• The Continuing Case statistic in EMail reports was not being populated 

RESOLUTION

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

NOTE:  This fix resolves an issue with the IVR generated raw data.  Historical data is not corrected for Hunt Group reports, only new data moving forward.

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

NOTE: Applying this HotFix will restart the MiContact Center services.  To avoid service interruption we recommend applying this patch after hours or during a scheduled maintenance window. 

APPLIES TO

MiCC 8.1.4.0