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Licensing on the MCD for ACD HotDesking on Softphone
Article ID: 51976 - Last Review: May 17, 2016PROBLEMWhen configuring your MCD to use a Softphone Extension and a HotDesking ACD agent, you should only need to use one license on your MCD, by setting...
View ArticleSIP - Golden Rules documentation. Required Gateway Settings for MiVoice...
Article ID: 52448 - Last Review: July 17, 2017INFORMATIONThe attached article contains the required gateway settings when using a SIP media server with MiContact Center 8.1.0.1 or newer.In order to use...
View ArticleHotFix KB399918 - When Site-Based Security is enabled, CCMWeb Contacts are...
Article ID: 52550 - Last Review: July 17, 2017PROBLEMWhen Site-Based Security is enabled, new contacts created in CCMWeb for report distribution are visible regardless of the user's Site....
View ArticleDetailed Release Notes for MiContact Center Business version 8.1.3.0
Article ID: 52551 - Last Review: July 17, 2017INFORMATIONThe attached documents contains the detailed release notes for MiContact Center Version 8.1.3.0.Please note that as of 8.1.3.0, the MiContact...
View ArticleHotFix KB400310 - The IVR Query activity is being updated to support TLS 1.2
Article ID: 52552 - Last Review: July 21, 2017PROBLEMThe RSSBus component of IVR was only compatible with TLS version 1.0. As of July 22nd, Salesforce is discontinuing support for TLS 1.0, requiring a...
View ArticleHotFix KB405219 - DNIS and ANI values not being sent to Agent Greeting workflows
Article ID: 52553 - Last Review: July 27, 2017PROBLEMIntermittently the DNIS and ANI variables are not passed to the Agent Greeting workflows due to a race condition.RESOLUTIONThis HotFix is to be...
View ArticleHowTo - Setup a Reverse Proxy in Apache for webchat
Article ID: 52450 - Last Review: June 28, 2016INFORMATIONApache web servers enable multiple methods of implementing reverse proxies. The following is the tested and supported configuration for...
View ArticleHow to correctly set up screenpop variables
Screenpop variables are cases sensitive and must be set up as follows:· PFANI · PFCALLERNAME · PFDNIS · PFVERIFIEDCOLLECTEDDIGITS · Queue ·...
View ArticleHotFix KB410407 - Longest waiting counter inconsistent, and IVQ transfer error
Article ID: 52554 - Last Review: August 4, 2017PROBLEMThis HotFix addresses two issues:The longest waiting time in Ignite's real-time monitors will pause periodically rather than counting up.If one...
View ArticleHotFix KB410718 - Some callback requests not being saved to SQL
Article ID: 52555 - Last Review: August 14, 2017PROBLEMThis HotFix corrects several issues:Callback requests weren't being committed to SQL due to a concurrency error. Agents are returned to an...
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HOWTO: IVR - Returning multiple results with a query
Article ID: 51935 - Last Review: May 7, 2013Returning multiple results with a query The Query activity supports returning multiple results from a query. When a Query activity returns multiple results...
View ArticleHOWTO - Disable realtime summarization of Lifecycle Data but keep it...
Article ID: 52379 - Last Review: September 6, 2017: updated to clarify processISSUEBusy sites (sites meeting a “Large” configuration as defined in the System Engineering Guide) can experience memory...
View ArticleContact Center Client Chat - Statement of support (July 22nd, 2015)
Article ID: 52309 - Last Review: September 7, 2017INFORMATIONPlease be advised that the internal instant messaging functionality provided by the Mitel Contact Center Client has moved to a “Return to...
View ArticleHotFix KB411802 - CCM Call Notes are disappearing when
Article ID: 52556 - Last Review: September 7, 2017PROBLEMThis HotFix addresses an issue where Call Notes would be lost if a call was transferred from one answering queue to another.RESOLUTIONThis...
View ArticleHotFix KB412416 - Multiple fixes for MiContact Center for Skype
Article ID: 52557 - Last Review: September 7, 2017PROBLEMThis HotFix addresses the following issues:Agents being unable to remove a MakeBusy codeACD Call Transfers failing intermittently Lync status...
View ArticleHotFix KB412420 - When filtering account code results in Web-Ignite only the...
Article ID: 52558 - Last Review: September 7, 2017PROBLEMWhen searching the list of account codes in Web-Ignite, only the first 15 results will populate and no Search More button is available to see...
View ArticleHotFix KB412423 - Some calls double-pegging in Queue Spectrum reports
Article ID: 52559 - Last Review: September 12, 2017PROBLEMSome calls were being counted twice towards the totals in Queue Spectrum reports. RESOLUTIONThis HotFix is to be applied onto MiContact Center...
View ArticleMultimedia Contact Center Email server configuration in 7.x and 8.x -...
Article ID: 51975 - Last Review: September 19, 2017CREATING A NEW EMAIL ADDRESSNOTE: We recommend against using a Domain Administrator mailbox as your MCC EMail address, as Exchange imposes extra...
View ArticleData Collection Troubleshooting Checklist
Article ID: 50571 - Last Review: September 22, 2017Data Collection Troubleshooting Checklist for MiContact Center Business using MiVoice BusinessWhen a system is not collecting data, please ensure the...
View ArticleHotFix KB411630 - EMails going FailedRoute, and Transfers intermittently not...
Article ID: 52560 - Last Review: September 25, 2017PROBLEMWhen using an Interflow activity to transfer enqueued emails to another destination the FailedRoute alarm (ALM0125) would be thrown frequently,...
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