SUMMARY

All information contained within this article including a communication channel diagram are attached at the bottom of this page.

The port requirement list covers the following products (and any applications or services installed with them):

• Contact Center Management
• Multimedia Contact Center
• Intelligent Queue
• IVR Routing
• Remote Server Software
• Client Applications (Contact Center Client, Workforce Scheduling Client, Flexible Reporting, SalesForce Integration, YourSite explorer, Outlook MCC Plugin, Mitel Border Gateway Connector (MBG)

Table 1 contains the unique port list required by the suite of services and applications including the port, protocol, and a brief description of its usage.

Table 2 contains deployment scenarios to aid in determining which CCS services and applications are installed depending on your deployment. The server scenarios are:

• Contact Center Management Only
• Contact Center Management with IVR
• Contact Center Management with IVR & MCC
• Remote Server Software

Description of Attachments

The attachment "CCS_PortMapping.xlsx" contains the Contact Center Solutions port mapping list. This table contains the name of the application or service, its executable, type, the port required, its destination server or service, the protocol, and any additional details which may be useful when determining firewall exceptions or network routing. Please refer to this spreadsheet for detailed information.

The attachment "CCS_PortDiagram.pdf" contains the Contact Center Solutions communication channels diagram. This diagram depicts on a visual level which servers are communicating with each other and over what ports

NOTE: The attached files were created based on our 6.X and 7.X software suites. 

Table 1 - Unique Port List

Port	Protocol	Description
21	TCP	FTP connectivity for third party Workforce Management services
25	TCP	SMTP connection for alarms and report distribution
80	TCP	HTTP traffic for CCMWeb
389	TCP	LDAP
587	TCP	Used to send automatic e-mail alarms (When using SSL)
1433	TCP	SQL Traffic
1443	TCP	SQL Traffic
1719-1720	TCP	Freeswitch (MiCC 8.1 and up)
1752	TCP	SMDR data collection from PBX
1754	TCP	Traffic data collection from PBX
3478-3479	TCP	Freeswitch (MiCC 8.1 and up)
5000-5010	TCP	Contact Center Client
5022	TCP	Web Chat requests
5024	TCP	Real time data stream
5025	TCP	Auditor data stream
5026	TCP	Call control
5030	TCP	Call recording control
5050	TCP	Multimedia Contact Center communication
5060	TCP	Freeswitch (MiCC 8.1 and up)
5066	TCP	Freeswitch (MiCC 8.1 and up)
5070	TCP	Freeswitch (MiCC 8.1 and up)
5080	TCP	Freeswitch (MiCC 8.1 and up)
5152	TCP	Multimedia Contact Center communication
5320	TCP	MiTAI communications
5400	TCP	Data stream from remote collector services
6999	TCP	Used to stream real time data to third party Workforce Management applications
7000	TCP	Configuration service and authentication
7001	TCP	Configuration service and authentication
7002	TCP	Configuration service and authentication
7003	TCP	Configuration service and authentication
7004	TCP	IVR Updater service
7011	TCP	Data syncronization with PBX
7443	TCP	Freeswitch (MiCC 8.1 and up)
8000-8001	TCP	MiTAI connection to PBX
8002	TCP	Server Monitoring Agent
8021	TCP	Freeswitch (MiCC 8.1 and up)
8080	TCP	Freeswitch (MiCC 8.1 and up)
8083	TCP	Callback management and messaging
8084-8085	TCP	Callback management and messaging
8188	TCP	Professional Services dialer port
10001	TCP	Connecting to Wallboard
10118	TCP	Client communication to Exchange for MCC ACD
15373	TCP	ACD data collection from PBX
16384-32768	TCP	Freeswitch (MiCC 8.1 and up)
35001	TCP	External connections to the Mitel Border Gateway on this port translate to port 5030 to the CCM Server inside the corporate network
35002	TCP	External connections to the Mitel Border Gateway on this port translate to port 7001 to the CCM Server inside the corporate network
35003	TCP	External connections to the Mitel Border Gateway on this port translate to port 7003 to the CCM Server inside the corporate network
35004	TCP	External connections to the Mitel Border Gateway on this port translate to port 8083 to the CCM Server inside the corporate network
35005	TCP	External connections to the Mitel Border Gateway on this port translate to port 8084 to the CCM Server inside the corporate network
35006	TCP	External connections to the Mitel Border Gateway on this port translate to port 42440 to the CCM Server inside the corporate network
35008	TCP	External connections to the Mitel Border Gateway on this port translate to port 8188 to the CCM Server inside the corporate network
36000	TCP	External connections to the Mitel Border Gateway on this port translate to port 80 to the CCM Server inside the corporate network
36001	TCP	External connections to the Mitel Border Gateway on this port translate to port 443 to the CCM Server inside the corporate network
36002	TCP	External connections to the Mitel Border Gateway on this port translate to port 5024 to the CCM Server inside the corporate network
36003	TCP	External connections to the Mitel Border Gateway on this port translate to port 5025 to the CCM Server inside the corporate network
36004	TCP	External connections to the Mitel Border Gateway on this port translate to port 5026 to the CCM Server inside the corporate network
42440	TCP	WFS Client connectivity
50122	TCP	WFS Client connectivity
1433-1434	UDP	SQL Server Traffic
3268-3269	TCP	LDAP Connection
50000-50511	UDP	Console Voice Channel for voice communication to PBX
6800-6803	TCP	MiNET connection to Mitel PBX
9000-9001	UDP	Phone media RTP for voice communication to PBX
9200	TCP	Elasticsearch (MiCC 8.X and up)
9300	TCP	Elasticsearch (MiCC 8.X and up)

Table 2 - Deployment Scenarios

CCM Enterprise Server

• Microsoft World Wide Web Publishing Service (IIS)
• prairieFyre Auditor Server
• prairieFyre CCS Server
• prairieFyre Collector Service (v5)
• prairieFyre Config Service
• prairieFyre Data Processor Service
• prairieFyre Data Synchronization Service
• prairieFyre Maintenance Alarm Dispatcher
• prairieFyre MiTAI Proxy Server
• prairieFyre Reporting Service
• prairieFyre Server Monitoring Agent
• prairieFyre SQLWriter (v5)
• prairieFyre Wallboarder
• prairieFyre Workforce Management Service
• Mitel Networks XML Service (MiXML)
• prairieFyre .NET Enterprise Server
• Elasticsearch (MiCC Version 8.0 and up)
• Freeswitch (MiCC Version 8.1 and up)

 

CCM Enterprise Serverwith IVR

• Microsoft World Wide Web Publishing Service (IIS)
• prairieFyre Auditor Server
• prairieFyre CCS Server
• prairieFyre Collector Service (v5)
• prairieFyre Config Service
• prairieFyre Data Processor Service
• prairieFyre Data Synchronization Service
• prairieFyre Maintenance Alarm Dispatcher
• prairieFyre MiTAI Proxy Server
• prairieFyre Reporting Service
• prairieFyre Server Monitoring Agent
• prairieFyre SQLWriter (v5)
• prairieFyre Wallboarder
• prairieFyre Workforce Management Service
• Mitel Networks XML Service (MiXML)
• prairieFyre .NET Enterprise Server
• prairieFyre Ivr Inbound Service
• prairieFyre Ivr Music Service
• prairieFyre Ivr Outbound Service
• prairieFyre Ivr UPIQ Service
• Elasticsearch (MiCC Version 8.0 and up)
• Freeswitch (MiCC Version 8.1 and up)

CCM Enterprise withIVR & MCC

• Microsoft World Wide Web Publishing Service (IIS)
• prairieFyre Auditor Server
• prairieFyre CCS Server
• prairieFyre Collector Service (v5)
• prairieFyre Config Service
• prairieFyre Data Processor Service
• prairieFyre Data Synchronization Service
• prairieFyre Maintenance Alarm Dispatcher
• prairieFyre MiTAI Proxy Server
• prairieFyre Reporting Service
• prairieFyre Server Monitoring Agent
• prairieFyre SQLWriter (v5)
• prairieFyre Wallboarder
• prairieFyre Workforce Management Service
• Mitel Networks XML Service (MiXML)
• prairieFyre .NET Enterprise Server
• prairieFyre Ivr Inbound Service
• prairieFyre Ivr Music Service
• prairieFyre Ivr Outbound Service
• prairieFyre Ivr UPIQ Service
• Elasticsearch (MiCC Version 8.0 and up)
• Freeswitch (MiCC Version 8.1 and up)

Remote ServerSoftware

• prairieFyre Collector Service (v5)
• prairieFyre Ivr Inbound Service
• prairieFyre Ivr Music Service
• prairieFyre Ivr Outbound Service
• prairieFyre Ivr UPIQ Service
• prairieFyre MCC Exchange Objects
• prairieFyre MCC Exchange Setup
• prairieFyre Server Monitoring Agent
• prairieFyre Wallboarder
• prairieFyre Updater Service
• prairieFyre MiAudio Emulation Server
• prairieFyre MiTAI Proxy Server

Client Installations

• Contact Center Client
• WorkForce Scheduling Client
• Flexible Reporting
• SalesForce Integration
• YourSite Explorer
• Outlook MCC Plugin
• Mitel Border Gateway Connector (MBG)
• Spring Board (Professional Services ONLY)

Revision Notes:

March 22, 2013 - Initial documentation released
April 12, 2013 - Corrected MiAUDIO console voice channel port range from 50000-50255 UDP to 50000-50511 UDP.
August 12, 2013 - Updated MiTAI ports to include 8000
April 22, 2016 - Updated to include changes in MiCC Version 8.0 and 8.1
 

Keywords:port list, ports, client ports, tcp, udp, firewall, NAT

PROBLEM

When IVR initiates a callback it will determine whether the call requires a 1 for long-distance, or 011 for international based on the saved callback number.  If the server resides in a region where multiple area codes are dialed as local, this can result in misdialed numbers as the 1 for long distance is added to the phone number. 

SYMPTOMS

In the device log for the outbound port you will see an error like the following:

Error: 2016-Apr-22 11:46:34.489   Mitel.Routing.Mitel.Implementation.ConferenceImplementation - Received CallFailedEvent due to Invalid Destination [16151231234]. (4006 - 10.47.34.85)

In the above example, 615 is considered local by the telephone service provider, however since 613 was configured as the local area code in YourSite Explorer the destination has included a leading 1 for a long distance call. 

WORKAROUND

There are two ways of working around this limitation.  The first would be to program the ARS Routing rules in your MiVoice Business to correct the outbound dialing digits after IVR has added the leading 1.  This is not the ideal solution in most cases since it requires a large amount of programming on the MiVoice Business.

The recommended workaround is to add a Variable Compare to the outbound subroutines.

1. Open YourSite Explorer and log in as a System Administrator account. 
2. On the left, open the IVR Routing section.  Select Subroutines.
3. Open the Outbound subroutine needing modification.  NOTE: If you use multiple forms of outbound callbacks you may need to add these changes to a voice, web, and abandon callback subroutine.
4. In the outbound subroutine, under the designer pane find the Conference with Customer activity (by default it is inside Menu option 2, just under a Save Callback activity).
5. Just above the Conference with Customer activity add a Variable Compare activity.
6. Right-click the Variable Compare and click Add Variable Compare Condition.
7. Click the Add button at the top to add a new line.  Configure it as follows:

     <<CallbackClientNumber>>     Starts with     ###  

... where ### is the first area code that is local.

8. Click the Add button at the top to add a new line, and configure the next line the same as above, but with the next local area code.  Repeat until you have one line for each local area code.
9. Click the teal bar to the left of the first variable.  Hold SHIFT and click the teal bar to the left of the last variable.  This should highlight all of the lines.
10.  Click the Group OR button at the top.  All the lines should now be linked by an OR.
11. Click OK.
12. You will be back to the subroutine now.  Right-click the Conference with Customer activity and Cut.
13. In the Variable Compare activity, under No Match, right-click and Paste.
14. Click the Conference with Customer under No Match.  In the properties pane on the right ensure that the External checkbox is checked.
15. In the branch for your area codes in the Variable Compare window, right-click and Paste.
16. Click the Conference with Customer activity under the branch for your area codes.  In the properties pane on the right ensure that the External checkbox is unchecked.

What this means is:

• IF the callback number provided starts with any of the area codes you specified, the system will not attempt to evaluate whether it is long distance and will dial it as provided.
• ELSE if the callback number provided does not start with any of the area codes you specified, the system will evaluate it as normal and append the 1 for long distance if needed.

APPLIES TO

MiCC IVR all versions

INFORMATION

The attached document contains the detailed release notes for MiContact Center Version 8.0.1.0 

APPLIES TO

MiCC 8.0.1.0 

PROBLEM

After a Hangup activity inside a subroutine, the workflow will continue to process until it reaches an end condition or an error.  If an error is encountered first, an alarm indicating a workflow error is triggered. 

RESOLUTION

This HotFix must be installed onto MiContact Center Version 8.0.0.1.

NOTE: As this HotFix contains client application fixes, you must ensure that all client applications are fully closed.  If a client application is open (including sitting at the login screen) then it will not receive the update until it is next exited.

1. Download the attached MiCC HotFix KB340635.exe file to the MiCC server.
2. Double click the MiCC HotFix KB340635.exe file and follow the on-screen prompts.
3. Wait for the MiCC Redistributable Packager to complete (this may take up to 20 minutes).

APPLIES TO

MiCC 8.0.0.1 

Problem

Workforce Scheduling clients cannot connect to the server

Symptoms

When opening the WFS client you will see the error:
“A network-related or instance-specific error occurred while establishing a connection to the SQL server. The server was not found or not accessible.”

Cause

The Server and clients may not be on the same domain or for whatever reason the clients cannot resolve the computer name of the server, possibly because of a DNS issue.

Resolution

The WFS clients pull down SQL information from the connection string on the server inside the registry.  If the clients cannot resolve this computer name, we need to do one of the following workarounds:

NOTE:  Do not perform step 2 on the MiContact Center server.  This is for client machines only, and can cause serious issues with real-time and softphone control if performed on the server itself.

1. Edit the connection string on the server to use the IP instead of the computer name.

• On the server, type regedit in the Run box then press Enter
• Expand the key HKEY_LOCAL_MACHINE\SOFTWARE\prairieFyre Software Inc\CCM\Enterprise
• Double click the ConnectionString key on the right and modify the DataSource
• You should see something in the string like 'Data Source=CCM\SQLEXPRESS'
• Replace the computer name with the IP address of the server
• In this example, after the change it would look like 'Data Source=192.168.1.100\SQLEXPRESS'

• Type regedit in the RUN box to open the registry editor.
• expand the key HKEY_LOCAL_MACHINE\SOFTWARE\prairieFyre Software Inc\CCM\Common
• Create a new String Value called CCSConnectionString and set the value to the same as in step #1

• With notepad, edit the hosts file located in "c:\WINDOWS\system32\drivers\etc\hosts"
• Add the server IP address and server computer name on a new line below the loopback (127.0.0.1   localhost)
• Example: 192.168.1.100     CCM

Applies To

CCM version 5.6 and newer

INFORMATION

The MiContact Center software looks at employees as a single phone line in Agent State real-time monitors and some reports, such as Agent Event.  In environments where two lines may be in use at the same time we must chose an overriding state to display. 

This overriding state is a very simple hierarchy.  The overriding state will be set to the highest ranking state on the following list (where 1 is highest priority and 18 is lowest).

1. LoggedOut
2. Idle
3. ACD
4. ACDHold
5. NonACD
6. NonACDHold
7. Outbound
8. OutboundHold
9. Do Not Disturb (DND)
10. Worktimer
11. Make Busy (MKB)
12. Ringing
13. System Make Busy
14. OffHook
15. CampOn
16. ForwardedTo
17. LogIn
18. RingingNonACD

APPLIES TO

MiCC all version 

PROBLEM

A workflow is not being copied to the remote IVR server.  When checking the workflow in YourSite Explorer, you find that the workflow name contained the # character. 

WORKAROUND

Rename the workflow such that it does not contain the # character.  You must not use thus symbol in workflow names.

The following symbols can be safely used:   ! @ $ % ^ & * ( ) _ = - ~ ? >< , . : ; " | \ / { } [] `

APPLIES TO

IVR, all versions 

INFORMATION

The implementation of a web chat queue involves both configuration if the MiContact Center server, and a public web server.  Mitel supports our web chat within the MiContact Center software itself.  If you are experiencing difficulties, test the internal URL provided for your web chat.  If it is functioning correctly to that point, then our own support will consider this functioning.

From the internal URL to the external connection is the responsibility of the customer (Dealer, or end customer) and their web administration team.  Our recommended implementations are either a relative URL, or a reverse proxy.

NOTE:  We are planning to update this article in the future to expand on the above details.

APPLIES TO

MCC, all versions 

INFORMATION

PROBLEM

In some instances, durations of conference calls are not attributed correctly to some participants.  A configuration option wa simplemented to resolve this, but some specific scenarios were still pegging incorrectly. 

RESOLUTION

This HotFix must be applied to MiCC 8.0.0.1. 

• Application: (leave this blank)
• SectionGroup: prairieFyre.BAL.DataAnalysis.Properties.Settings
• Name: ProcessConferenceRecordsInLifeCycle
• Value: True
• Description: (enter anything in here)

NOTE: Installing this HotFix will restart the MiCC services.  In order to avoid service interruption we recommend applying the update after hours or during a scheduled maintenance window.

APPLIES TO

MiCC 8.0.0.1 

PROBLEM

QueueNow real-time monitors and ICC Queue Control conditions based on Agents Available for an individual queue were not evaluating the count correctly.

An agent that belonged to one queue but was not present, which answered a call in a second queue would show as available in both.

RESOLUTION

This HotFix must be installed onto MiContact Center Version 8.0.0.1.

1. Download the attached KB341094.EXE to the MiContact Center server.
2. Double-click the KB3410984.EXE file and follow the on-screen prompts. 

APPLIES TO

MiCC 8.0.0.1 

PROBLEM / SYMPTOMS

The YSEAppProfile.xml file stores temporary, cached information for the YourSite Explorer application that is specific to the Windows user and PC on which YSE is being opened. This file can become corrupted, which causes issues when opening YSE (the program will not open, or will open and immediately throw an error).

Problems caused by the YSEAppProfile.xml file being corrupted will only be apparent on one PC. They can happen on the server, as well (in this case, they would only happen on the server, and not on other client PCs running YSE).

Deleting the YSEAppProfile.xml file is very safe, and will not disrupt your CCM server’s operations if done on a production system.

RESOLUTION

To delete the YSEAppProfile.xml file:

You will either end up in C:\Users\YourUsername\AppData, or in C:\Users\YourUsername\AppData\Roaming.
If you are not in the Roaming folder, and you don’t see YSEAppProfile.xml, please go into the Roaming folder and look for the file there.

APPLIES TO

CCM version 6.0.0.0 and newer

INFORMATION

MiCC Web Chat comes preconfigured to use a pre-chat page to capture a user name, email address, and an optional topic to request a chat. The user name and email address are required, and as stated, the topic is optional.

You may have a system in place that has already captured this information in order to have a user logged in to your website/application and as such would like to forgo having your users have to re-enter this information if/when they want to engage in a chat.

To this end, the preconfigured pre-chat can be bypassed via some configuration and then submitting the correct query string parameters to the chat system.

CONFIGURATION

Open up your chat client configuration file and edit the following 2 parameters for either the default configuration and/or whichever queue configurations you have setup that you want to by-pass the pre-chat page for.

1. Locate the "UsePrechatArea" parameter and set it to "false". This parameter tells the system not to render the pre-chat page.

2. Locate the "PrechatDataFromUrl" parameter and set it to "true". This parameter tells the system to look at the chat request url and validate that a name, email and optional topic are present in the url to be used to request and render a chat.

NOTE: in 8.0 the chat client configuration file in CCMWa is called Chat.public.config.DEFAULT.js and in 8.1 it is called chat.public.config.js.

URL SUBMISSION

Configure your website/application to render the chat request url with the required parameters. A request to the ccmwa chat url will require the queue id, along with the name, email, and optional topic. For example, if your website was www.wickedtix.com and was fully configured for MiCC web chat, then the url submission for user jon at myaddress@wickedtix.com would look like this:

http://www.wickedtix.com/ccmwa/chat/26F1A5C3-DD2C-45FF-BE75-2BC7B85012D0?name=jon&email=myaddress@wickedtix.com&topic=Something%20to%20talk%20about

NOTE: If you omit to include a topic in the url, ensure the "RequireTopic" parameter in your client chat configuration is set to false. If it is set to true, then you will need to pass this in as well.

APPLIES TO

MCC Version 8.0 and newer

PROBLEM

When trying to install, the installer stops at a screen that reports "No Deployment Found". 

CAUSE

The Windows Firewall has been disabled at the service level (not just turned off in the control panel).  Even when turned off, our installer attempts to communicate with the service and if it does not respond this will cause an error. 

RESOLUTION

Go into your Services Control Panel and start the Windows Firewall service.  Then go to the Windows Firewall Control Panel and turn it off through this section.

APPLIES TO

MiCC 8.X and newer 

Problem

When performing a manual Data Summarization, all you see is a message stating that the summarize request is queued, waiting for summarize start.  The summarize never completes.

Symptoms

When executing a manual data summarization from the Contact Center Client, the following message appears:

Cause

When a summarization is queued, it is added to a table in SQL, so that multiple computers can queue summarizations at once and they will be performed in the order received.  If a summarization fails or exits ungracefully (ie: the summarization window is closed before it is finished or crashes) the SQL table is never updated with completion and the Enterprise Server thinks that the summarization is still ongoing.

Resolution

• Stop the DataProcessor service.
• Delete the queued summarization request from the SQL database by running the attached flushServicesQueueing.sql script.
• Execute a new Data Summarization.
  
  NOTE: Click the following link below for more information about running SQL scripts: KnowledgebaseArticle50611

Applies To

CCM/MiCC all Versions

Problem

Upon loading a Contact Center Client profile, the client disconnects from the Enterprise server and never re-establishes connection.

Symptoms

After loading a Contact Center Client profile that contain an Interactive Visual Queue monitor, the client looses connection to the Enterprise server and keeps trying to reconnect.  The client may eventually throw exceptions and become unresponsive.  The reconnection attempts can be seen the bottom left corner of the client.

The PFShell log will contain errors similar to the following:

eError 8/11/2010 12:52:03 PM RTClient Parse() Message sequence is broken. Previous [58], Current [60]
eWarning 8/11/2010 12:52:03 PM RTClient - GetValidOffset Possibility of RT buffer problems. Lost data or no record start marker
eError 8/11/2010 12:52:03 PM RTClient Parse() No header deserialized. Closing the connection ...
eWarning 8/11/2010 12:52:03 PM RTClient OnSocketDisconnected
eWarning 8/11/2010 12:52:03 PM RTClient background processing thread exiting ...

Cause

A high number of abandoned calls causes the Interactive Visual Queue monitor to fail loading and therefore looses connection with the Enterprise Server.  The actual amount of abandoned calls which could be considered too high is difficult to say, it could be once it reaches a few hundred or more.

Workaround

Lower the configured number of hours for which we consider "live" abandoned calls. 

1. From the CCM server, edit the following file with Notepad:
   C:\Program Files\prairieFyre Software Inc\CCM\Services\EnterpriseServer\prairieFyre.Services.EnterpriseServer.exe.config
2. Change the AbandonedCallsIVQTimeToLive key value to a lower number such as 5
   
   This is how the config file should look after the change is made:
   <add key="AbandonedCallsIVQTimeToLive" value="5"/>
   
   NOTE: The value is in hours.
3. Save the file
4. Restart the prairieFyre .NET Enterprise Server service
   
   NOTE: After a 24 hour period has passed, the AbandonedCallsIVQTimeToLive value may be set back to the default of 24.  If there will consistently be a large amount of abandoned calls for a queue, the value should be left at a lower number.

Applies To

CCM/MiCC all Versions

Keywords: AbandonedCallsIVQTimetoLive timetolive

SUMMARY

When you designate an extension, agent, or queue as historical reporting only, reports can be created for that device but they cannot be monitored in real time.  The following issues should be considered when designating devices for historical reporting only:


Retiring an Agent

If you want to retire and reuse an agent ID, for example, when an employee leaves the company or is no longer an agent, the following applies:
If a retiring agent’s ID (Agent A) is issued to a new agent (Agent B) and a report is run for the period when Agent A was an active employee, Agent B’s name will display in the report but the statistics will be those of Agent A.
The reason for this is because our software identifies devices with a GUID (Globally Unique Identifier).  So Employee John Smith is actually GUID 123-123-123-123, or something to that effect.
When you update an employee or agent or extension, the GUID stays the same.  We reference everything in the SQL table by GUID.
So when you run a report, you’re running it against the GUID, and our software resolves that GUID to the name it's configured against in the database.  We have no concept of historical names, so we would never be able to resolve the current GUID to anything other than what it currently resolves to.


Deleting an Agent

WARNING:  If you delete an agent you will not be able to select this agent in the Contact Center Management website to run a report on them.  Furthermore, if you summarize historical data, the data for the deleted agent will be purged from the database.
Instead of deleting an agent, designate the agent as 'historical reporting only'.  Their statistics will not be deleted from the database and you will be able to continue to run historical reports for them.

NOTE:  Summarizing historical data removes it from the database.  If, after summarizing, you need to access this historical data, you can re-designate the agent and their associated devices (employee and extension) as licensed for 'real time and reporting' and re-summarize the data.

If the new agent and employee has already been re-allocated to use a previously existing one, that is fine.  The only thing to remember is that when performing a historical summarization, it will insert the previous agent's data into SQL.  There will be no way to differentiate between the old agent and the new agent's data in a report.

Deleting a Queue

WARNING:   If a queue is deleted, it is no longer a selectable device in the Contact Center Management website.  If you want to be able to run historical reports on queues, deleting queues is not recommended.  Designate queues as 'historical reporting only' but remember that if a historical summarization is performed, this queue’s data will be removed from the database.

NOTE:  Summarizing historical data removes it from the database.  If, after summarizing, you need to access this historical data, you can re-designate the agent and their associated devices (employee and extension) as licensed for real time and reporting and re-summarize the data.

APPLIES TO

CCM version 5.X 6.X 7.X, 8.X

PROBLEM

The 3300 ICP Telephone System Synchronization fails after a new installation.

SYMPTOMS

• After performing a Telephone System Synchronization, the progress gets to about 10% then times out, and eventually fails.
• Testing the PBX Connection in YourSite Explorer fails.
  
• The MiXML log contains Login Failures on the 3300.
• You are running Windows Server 2008.

CAUSE

Windows firewall is blocking the MiXML service and/or port 18000 is blocked.

WORKAROUND

Add the Mitel Networks XML service to the Windows firewall exceptions:

1. Click Start=>Control Panel=>Windows Firewall
2. Click Allow a program through Windows firewall
3. Click Add program
4. Click Browse
5. Browse to:
   C:\Program Files (x86)\Mitel Networks\MiXML Server Edition\Service\AppGw.exe
6. Press OK
7. Press OK

Add Port 18000 to the Windows firewall exceptions:

1. Click Start=>Control Panel=>Windows Firewall
2. Click Allow a program through Windows firewall
3. Click Add Port
4. Enter MiXML for the Name
   Enter 18000 for the Port number
5. Select the Protocol TCP
6. Press OK
7. Repeat steps #3-6 except choose the Protocol UDP
8. Press OK

Restart the Mitel Networks XML service
Restart the prairieFyre .NET Enterprise service

NOTE: If the above steps did not work, turn off the Windows firewall.

APPLIES TO

CCM/MiCC all Versions

PROBLEM

Loading historical data in the Workforce Scheduling tool results in an error message 

SYMPTOMS

When Launching WFS and running the forecasting tool when clicking 'Load Historical Data ' The following error appears in the WFS log file and the page does not load.

Error: 2015-Oct-07 12:15:35.136 A fatal error occurred, with the message: Could not load file or assembly 'Syncfusion.Grouping.Base, Version=11.3045.0.30, Culture=neutral, PublicKeyToken=3d67ed1f87d44c89' or one of its dependencies. The system cannot find the file specified. ()
Fatal: 2015-Oct-07 12:15:37.635 Unhandled Exception
--- Start Exception Stack ---
System.IO.FileNotFoundException: Could not load file or assembly 'Syncfusion.Grouping.Base, Version=11.3045.0.30, Culture=neutral, PublicKeyToken=3d67ed1f87d44c89' or one of its dependencies. The system cannot find the file specified.
File name: 'Syncfusion.Grouping.Base, Version=11.3045.0.30, Culture=neutral, PublicKeyToken=3d67ed1f87d44c89'
at prairieFyre.Forecasting.LoadHistoricalCallData..ctor(IForecastingServer forecastingServer)
at prairieFyre.Forecasting.CreateForecastingUI.LoadHistoricalData_Click(Object sender, EventArgs e)
at System.Windows.Forms.Control.OnClick(EventArgs e)
at System.Windows.Forms.Button.OnClick(EventArgs e)
at System.Windows.Forms.Button.WndProc(Message& m)
at System.Windows.Forms.Control.ControlNativeWindow.OnMessage(Message& m)
at System.Windows.Forms.Control.ControlNativeWindow.WndProc(Message& m)
at System.Windows.Forms.NativeWindow.Callback(IntPtr hWnd, Int32 msg, IntPtr wparam, IntPtr lparam)

WRN: Assembly binding logging is turned OFF.
To enable assembly bind failure logging, set the registry value [HKLM\Software\Microsoft\Fusion!EnableLog] (DWORD) to 1.
Note: There is some performance penalty associated with assembly bind failure logging.
To turn this feature off, remove the registry value [HKLM\Software\Microsoft\Fusion!EnableLog].
--- End Exception Stack ---

If you launch the forecasting tool directly from Contact Center Client, this function will work properly. 

CAUSE

A pair of .DLL files needed are missing from the WFS folder, but present in the Contact Center Client. 

RESOLUTION

You will need to copy two files.

1. Go to [InstallDir]\Applications\ContactCenterClient\.
2. Copy the syncfusion.grid.grouping.windows.dll and syncfusion.grouping.base.dll files. 
3. Paste these files into [InstallDir]\Applications\CcsClient\.
4. Re-launch the WFS application.

APPLIES TO

MiCC Version 7.1.3.0 

SUMMARY