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Unable to type in CCC Chat window
Article ID: 51749 - Last Review: July 22, 2015NOTE: Contact Center Client Chat is now a return to service only product. For more information, please see the following article:...
View ArticleALM0125 - Emails in FailedRoute state
Article ID: 52100 - Last Review: March 16, 2015DESCRIPTIONEmails have entered a FailedRoute state in storage. This can happen for a number of reasons including an improperly configured workflow as well...
View ArticleBest Practices when Upgrading MCD on your PBX.
Article ID: 52262 - Last Review: April 22, 2015 INTRODUCTION This article presents best practices to follow when upgrading the MCD (Mitel Communications Director / MiVoice for Business) version on...
View Article5.10.6.0 - HowTo: Hide the customer details in Extended ACD presence information
Article ID: 52238 - Last Review: February 3, 2015PROBLEMCurrently in MiContact Center for Microsoft Lync we push extended ACD states to contact lists so agents can review the ACD presence of other...
View ArticleWhen assigning a queue signature: Email signature file does not exist OR the...
Article ID: 52313 - Last Review: July 27, 2015PROBLEMWhen assigning an email signature you receive an error: Email signature file does not exist OR the Enterprise Server cannot access it.This occurs...
View Article7.1 - Remote Node installation best practices
Article ID: 52312 - Last Review: July 27, 2015INFORMATIONThe Remote Node installer can be used for remote collectors, wallboarder, or IVR servers. The installation process does not ask what type of...
View ArticleData Collection Troubleshooting Checklist
Article ID: 50571 - Last Review: July 27, 2015Data Collection Troubleshooting Checklist for CCM 7.xWhen a system is not collecting data, please ensure the following questions are asked and answered...
View ArticleRelease over release statistical changes for 7.1.X.X
Article ID: 52314 - Last Review: July 27, 2015CHANGES IN VERION 7.1.3.0The following table describes reporting changes to be expected when upgrading from Version 7.1.2.1 to Version 7.1.3.0.Tracking...
View ArticleHow to migrate your database to a new server
Article ID: 51964 - Last Review: July 27, 2015INFORMATIONWhen upgrading from a 6.0.X.X environment to 7.0.X.X you may wish to move to a new server as well. When doing this there are two ways of...
View ArticleMitai Issues with MCD 7.1 PR1
Article ID: 52315; - Last Review: July 29, 2015MCD 7.1 PR1 has a known issue where PBXs with this load will sometimes stop sending MiTAI. Many MiCC functionalities rely on the Mitai stream, as such if...
View ArticleWFS - The start time in forecasting view does not correspond to what is set...
Article ID: 52317 - Last Review: August 6, 2015PROBLEMWhen performing a forecast you notice that the start time does not correspond with the configured setting in Historical data. SYMPTOMSIn this...
View ArticleBest Practice - Secondary line usage best practices
Article ID: 51579 - Last Review: June 12th, 2012INFORMATIONFor best results when bringing a 3rd party into a call, whether a supervised transfer or consultation, the agent should follow the process...
View ArticleWFM Connector generating 0KB files for some intervals
Article ID: 52318 - Last Review: August 7, 2015PROBLEMWhen the WFM Connector exports data, some intervals return 0KB files. SYMPTOMSIn the prairieFyre.WFM.Services.log file you will see warnings like...
View ArticleHotFix KB259838 - Remote IVR is reporting the error "There were not enough...
Article ID: 52310 - Last Review: July 22, 2015PROBLEMAfter a period of operation the remote IVR services begin reporting an error: There were not enough free threads in the ThreadPool to complete the...
View ArticleALM0095 - Missing Devices Alarm
Article ID: 51550 - Last Review: August 11, 2015DESCRIPTIONThis alarm is thrown when an ACD or SMDR record references a device that is not programmed in YourSite Explorer.In the Enterprise Server, as...
View Article7.1 - Chat landing page is malformed or not functioning
Article ID: - Last Review: August 11, 2015PROBLEMWhen trying to access the Chat landing page either internally or externally, the formatting is malformed and you are unable to submit the chat request....
View ArticleRedBox - Call recordings not linked in Lifecycle reports if the recorded...
Article ID: 52319 - Last Review: August 10, 2015PROBLEMWhen using RedBox Call Recording, your Lifecycle reports do not link a call recording to any device containing an asterisk (*). SYMPTOMSIn the raw...
View ArticleChanging Microsoft SQL Server Default Collation
Article ID: 52321 - Last Review: August 12th, 2015PROBLEMDuring the installation of MiContact Center release 8.0 and above, the pre-requisite check warns (if upgrading) or fails (if newly installing)...
View ArticleSalesForce - Best Practices
Article ID: 52032 - Last Review: August 12, 2015GENERAL INFORMATIONThe SalesForce Connector, available with our MiContact Center software runs on your client computers to allows them to use the...
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How to Create a Support Package
Article ID: 50984 - Last Review: April 28, 2015 by Christina DoyleSUMMARYThis article shows how to create a support package within the MiContact Center software. Please note, these instructions may...
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