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How to Create a Support Package
Article ID: 50984 - Last Review: January 5, 2015SUMMARYThis article shows how to create a support package within the MiContact Center software. Please note,these instructions may differ slightly by...
View ArticleHow to Prevent Users from Modifying Profiles in Contact Center Client (with...
Article ID: 52266 - Last Review: April 29, 2015 PURPOSE OF THIS ARTICLE This article explains how to set up security roles to prevent users from being able to modify profiles in Contact Center Client...
View ArticleIn a Mitel 5000 series PBX environment, the MiTAI Proxy Server service is...
Article ID: 52268 - Last Review: April 30, 2015PROBLEMThe MiTAI Proxy service is stuck in a loop, constantly restarting.SYMPTOMSSystem event logs fill with errors stating that the service has restarted...
View ArticleCCM Build Versions
Article ID: 51035 - Last Review: April 30, 2015SUMMARYThe attached document contains each CCM version (eg: 6.0.2.1), their build number (6.0.03083.1), and release date.Keywords: ccm contact center...
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How to Limit the Amount of Memory Used by SQL
Article ID: 52267 - Last Review: April 30, 2015 INFORMATION By default, SQL will consume as much memory as is needed and available. Occasionally, SQL will consume all of the available memory on the CCM...
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How to setup the PBX Simulator
Article ID: 51207 - Last Review: May 4, 2015INFORMATIONYou can demonstrate the real time and reporting functionality of Contact Center Management and Contact Center Client using simulation mode. Before...
View Article7.0 MCC - Migrating a queue to a new mail server
Article ID: 52085 - Last Review: January 9, 2014PROBLEMYou are moving rom one mail server to another, but want to keep the same queues. For example: You are currently using support@prairieFyre.com on...
View ArticleIntelligent Queue 64 bit support
Article ID: 52006 - Last Review: July 29, 2013INFORMATIONIntelligent Queue (IQ) is not supported on 64 bit operating systems.If you are planning on running IQ with CCM 6.0.X.X, you must do one of the...
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Webchat Server - 64-bit support
Article ID: 51254 - Last Review: December 19, 2012INFORMATIONDespite supporting Microsoft Exchange Server 2007 64-bit (without it being co-located with the Customer Interaction Solutions Enterprise...
View ArticleUpgrading to Simplified Licensing in Version 5.8
Article ID: 51107 - Last Review: July 29, 2011Version 5.8 introduces a new Simplified Licensing model for Contact Center Enterprise and Business Edition, Call Accounting, and Intelligent Queue. For...
View ArticleHotFix KB218492 - 7.0.1.0 Multimedia reporting statistics doubled after...
Article ID: 52170 - Last Review: May 5, 2015PROBLEMAfter overnight maintenance Multimedia statistics were doubled. A manual summarization would add the day's statistics again. CAUSEThe summarization...
View ArticleHotFix KB216697 - Multiple fixes for readback of numbers in ES-CL language
Article ID: 52154 - Last Review: May 5, 2015PROBLEMThis hotfix addresses the read back of numbers, currencies, and dates in ES-CL language. RESOLUTIONThis update is to be installed onto Version...
View ArticleHotFix KB217692 - Various reporting and IVR fixes
Article ID: 52173 - Last Review: May 5, 2015PROBLEMThis Hotfix addresses the following issues:The Agent Event report was double pegging an individual ACD call.The ACD duration between last account code...
View ArticleHotFix KB231032 - Variable Masking passing masked value to Execute Activities...
Article ID: 52176 - Last Review: May 5, 2015PROBLEMWhen Variable Masking is enabled, in order to prevent collected digits from being passed to log files, Execute Activities in IVR are also being passed...
View ArticleContact Center Client (CCC) Chat Troubleshooting / FAQ
Article ID: 50099 - Last Review: May 5, 2015QuestionI have a user who logs into their CCC but they never appear as online in any other CCC Chat user’s contact list?AnswerThis usually means that this...
View ArticleHotFix KB180616 - Multiple fixes (WFM, ICC, Queue Control, logging)
Article ID: 52147 - Last Review: May 5, 2015PROBLEMThis hotfix addresses 4 items:Canceling an agent worktimer from an Agent State by Time monitor only works if the Queue worktimer is enabled in...
View ArticleHotFix KB232290 - Salesforce screenpop displays Path ID instead of Caller ID
Article ID: 52192 - Last Review: May 6, 2015PROBLEMOne site experienced issues where the salesforce screenpop would display the Path ID in place of the Caller ID. RESOLUTIONThis hotfix has several...
View ArticleHotFix KB253459 - Workflow sending call down incorrect path
Article ID: 52278 - Last Review: May 5, 2015PROBLEMIn some rare cases, when blind transferring a call to an ACD path, the transfer clears the IVR port and then receives an SXERR_FEATURE_NOT_ALLOWED...
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IVR Routing Port Sizing Wizard
Article ID: 51487 - Last Review: May 5, 2015SUMMARYThe IVR Port Sizing Wizard is a tool to help plan how many ports and servers your IVR plan will need. INFORMATIONOVERVIEWWhen you first load the IVR...
View ArticleCCM/IQ/IVR/VWM Simplified Licensing Matrix
Article ID: 51101 - Last Review: May 7, 2015SUMMARYThe attachedfiles contain a Matrix for CCM Enterprise Edition, CCM Business Edition, IQ, and IVR/VWM license options in a simplified manner. There...
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