Understanding ACD and SMDR
If your contact center uses Mitel Contact Center Solutions and the Mitel SX-2000 or 3300 ICP, all data used in reports and real-time monitors are generated from two PBX data streams. The two streams...
View ArticleHowTo: Multi-Node support in Elasticsearch
Article ID: 52354 - Last Review: October 9, 2015 INFORMATIONWhy multiple nodes?Primarily for resiliency: shards are replicated across all nodes, so if one node dies, elasticsearch automatically starts...
View Article8.0 - HowTo: generate a random MAC address for a Softphone extensions
Article ID: 52292 - Last Review: June 11, 2015PROBLEMIn a Multi-Tenanted environment, the default behavior of generating MAC addresses based on the DN of an extension may cause conflicts as multiple...
View ArticleSupported 3300 ICP releases by CCM versions
Article ID: 51183 - Last Review: July 17, 2015INFORMATIONBelow is a table displays the supported MiVoice Business (3300) software versions for MiContact Center by version. Using an unsupported MiVoice...
View ArticleDRN - 7.1.3.1
Article ID: 52356 - Last Review: October 16, 2015INFORMATIONThe attached document contains the Detailed Release Notes for MiContact Center Version 7.1.3.1. APPLIES TO7.1.3.1Keywords: DRN Detailed...
View ArticleConfiguring Contact Center Client to use CCC Chat in an environment with Lync...
Article ID: 52084 - 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 Article8.0 MiCC/IVR Application and Service log folder locations
Article ID: 52357 - Last Review: October 19, 2015 SUMMARYThis article contains the folder location (and file name) of each Contact Center Management and IVR service and application. CLIENT LOGSWindows...
View ArticleWhen upgrading from 6.X to 7.X the Configuration Wizard fails on SQL Change...
Article ID: 52358 - Last Review: October 21, 2015PROBLEMWhen upgrading a database from 6.X to a 7.X deployment, the configuration wizard stops on SQL Change Scripts with an error. SYMPTOMSIn the...
View ArticleConfiguration Wizard fails to complete when configuring a site for Active...
Article ID: 52359 - Last Review: October 21, 2015PROBLEMDuring an new Installation or changing an existing installation to use Windows Authentication for AD sync, an error occurs after entering the...
View ArticleLoading historical data in the Workfroce Scheduling tool results in an error...
Article ID: 52360 - Last Review: October 22, 2015PROBLEMLoading historical data in the Workforce Scheduling tool results in an error message SYMPTOMSWhen Launching WFS and running the forecasting tool...
View ArticleALM0001 - File Synchronization error
Article ID: 51343 - Last Review: October 22, 2015DESCRIPTIONAn alarm 0001 will present itself when the sync of a prompt or workflow fails to be downloaded to any of the remote IVR servers. The alarm...
View ArticleUnable to perform a Telephone System Synchronization after upgrading the...
Article ID: 52361 - Last Review: October 22, 2015PROBLEMAfter upgrading your MiVoice Business (MCD) you find that Telephone System Synchronization is failing in YourSite Explorer. CAUSEThe MiXML...
View Article7.0 Ignite - Set default font and size
Article ID: 52099 - Last Review: October 22, 2015PROBLEMYou are looking to set the default Font and Font Size for all your Ignite clients. RESOLUTIONYou can set a global default for these values via...
View ArticleHowTo - Make the font in Ignite's edit pane larger without changing the sent...
Article ID: 52362 - Last Review: October 26, 2015PROBLEMYou wish to zoom the font in Ignite's edit screen for visibility without altering the font size that will be sent out. RESOLUTION1. On the...
View ArticleHowTo - Configure the number of concurrent client updates from the MiCC server
Article ID: 52363 - Last Review: October 26, 2015INFORMATIONIn MiCC Version 8.0 we introduced a new client installation and update system. One of the added features is the ability to limit concurrent...
View ArticleCreating a support package reports a timeout (00:30:00)
Article ID: 52364 - Last Review: October 26, 2015PROBLEMWhile creating a support package in the Contact Center Client you receive an error stating that the process failed. SYMPTOMSThe Wizard...
View ArticleWFM Connector - FTP not keeping local copy of data
Article ID: 52365 - Last Review: October 26, 2015PROBLEMWhen configuring the WFM Connector, you specify an FTP server, and check the box to Keep local files. When testing, you find that a local copy...
View ArticleHowTo - Change client ports for Automatic Speech Recognition and Text-To-Speech
Article ID: 52366 - Last Review: October 26, 2015INFORMATIONThe client ports used for ASR and TTS are configured by default. You should only need to change these configured ports if you have specific...
View ArticleInstallation fails on SQL Change Scripts step / MCCConnectionString registry...
Article ID: 52367 - Last Review: October 28, 2015PROBLEMWhen installing MiCC Version 7.1.3.1, the Configuration Wizard stops at SQL Change Scripts. The...
View Article7.0 - Chats not routing to agents - CCMWa logs indicate continuous crashes
Article ID: 52070 - Last Review: November 28, 2013PROBLEMChats are not routing to agents, and when you check the CCMWa log file you see constant errors. SYMPTOMSIn the CCMWa log file you will see...
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