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HotFix KB218492 - 7.0.1.0 Multimedia reporting statistics doubled after...

Article ID: 52170 - Last Review: July 8, 2014PROBLEMAfter overnight maintenance Multimedia statistics were doubled.  A manual summarization would add the day's statistics again. CAUSEThe summarization...

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Detailed Release Notes - Version 7.0.0.0

Article ID: 52162 - Last Review: July 10, 2014INFORMATIONFor the detailed release notes for MiContact Center Version 7.0.0.0, please see the attached PDF document. APPLIES TO7.0.0.0Keywords: DRN...

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SBA/SBS Support for MiContact Center for Microsoft Lync

Article ID: 52141 - Last Review: July 11, 2014STATEMENT OF SUPPORT FOR SURVIVABLE BRANCH APPLIANCES AND SURVIVABLE BRANCH SERVERSIn an effort to provide solutions that not only meet but exceed our...

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Reporting - Comparing agent group to queue reports

Article ID: 51466 - Last Review: , July 11, 2014SCENARIOClients will sometimes try to compare Agent Group Performance reports to Queue Performance reports, and may find that call counts do not match....

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HotFix KB217692 - Various reporting and IVR fixes

Article ID: 52173 - Last Review: July 14, 2014PROBLEMThis Hotfix addresses the following issues:The Agent Event report was double pegging an individual ACD call.The ACD duration between last account...

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HowTo - Add a word to Ignite's spellcheck

Article ID: 52174 - Last Review: July 14, 2014INFORMATIONIgnite pulls it's spellcheck data directly from the server.  There are two plain text files that contain the known words.  If you need to add or...

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When assigning a queue to a new schedule outside business hours, unable to...

Article ID: 52172 - Last Review: July 14, 2014PROBLEMYou will be unable to set a queue to DND status in the following scenario:1. You created a new schedule outside of it's business hours2. You applied...

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7.1 - Report Inclusion Grid - By Edition

Article ID: 52175 - Last Review: July 14, 2014INFORMATIONIn Version 7.1 we have introduced the new Workgroup Edition of the MiContact Center software.  The attached ReportInclusionByEdition.xls file...

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HotFix KB231032 - Variable Masking passing masked value to Execute Activities...

Article ID: 52176 - Last Review: July 29, 2014PROBLEMWhen Variable Masking is enabled, in order to prevent collected digits from being passed to log files, Execute Activities in IVR are also being...

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IVR - Unable to play callback recordings

Article ID: 52157 - Last Review: July 29, 2014PROBLEMSites that have upgraded from Version 5.8.X.X or 6.0.X.X to Version 7.0.X.X may encounter problems when trying to play audio files using the...

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HotFix KB216341 - Salesforce connector intermittently shows call as "ringing"...

Article ID: 52177 - Last Review: July 29, 2014PROBLEMIn environments were incoming calls are answered quickly, the salesforce connector would intermittently fail to update the UI, resulting in it...

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Attempted login to HotDesking agent via PSM locks PIN after 1 failed attempt

Article ID: 52108 - Last Review: July 30, 2014PROBLEMWhen attempting to log into a hotdesking agent via PSM, the system asks for a PIN and it is input incorrectly.  The PIN is locked after only one...

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HowTo - Enabling Contact Center Solutions and Business Reporter in a FIPS...

Article ID: 52179 - Last Review: July 30, 2014INFORMATIONIf your Enterprise Server and Remote servers reside in a FIPS environment, Contact Center Solutions and Business Reporter requires a...

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MCC 7.1 - Configuration setting to allow previewing of drafts

Article ID: 52178 - Last Review: July 30, 2014INFORMATIONA manual configuration has been added to allow Ignite users to see saved Drafts when previewing email messages. In order to implement this...

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How to update 6110 CCM license files (CCM version 5.0 - 5.7 SP1)

Article ID: 51088 - Last Review: January, 2011SUMMARYWhenever Contact Center Management is upgraded or the software maintenance is renewed, the license files will need to be updated.This article...

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ALM0092 - SMDR Time Rollback

Article ID: 51539 - Last Review: August 8th, 2014DESCRIPTIONThe Enterprise Server examines SMDR records and raises an alarm when the SMDR clock appears to have rolled backwards. This alarm only...

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HotFix KB232143 - Call details appear in Call Notes window, but frequently...

Article ID: 52180 - Last Review: August 12, 2014PROBLEMWhen answering a call in the ContactCenterClient, the call details appear in the Call Notes window, then disappear a few seconds later.  This...

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SMDR shows internal abandons when outbound workflow generates calls to a...

Article ID: 52181 - Last Review: August 13, 2014PROBLEMWhen using an outbound workflow to generate calls (automatic, or callbacks) to a Queue, the raw SMDR indicates that these calls are internal...

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High memory usage on W3WP.EXE process

Article ID: 52155 - Last Review: Aug 13th, 2014PROBLEMThe W3WP.EXE process is used to run application pools, and in some cases can accumulate a large memory footprint. RESOLUTIONIn order to resolve...

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HotFix KB231056 - Agent State by Time showing agents in failover status in error

Article ID: 52182 - Last Review: August 15, 2014PROBLEMThis Hotfix resolves two issues:Agent State by Time monitor showing some agents in failover status when they are notCCMWeb slow...

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