PROBLEM

When using Active Directory authentication users would be logged into CCMWeb automatically.  Any attempt to log out of CCMWeb in order to change logins would simply log them back in as the same (current Windows) user.

RESOLUTION

This HotFix is to be installed onto MiContact Center Business version 8.1.2.0.

APPLIES TO

MiCC 8.1.2.0 

PROBLEM

Summarization fails for certain days. 

SYMPTOMS

In the DataService logfile you will see something like the following:

Error 2017-Sep-15 11:10:41.939 Object reference not set to an instance of an object. at prairieFyre.BAL.DataAnalysis.Statistics.VoiceMediaServer.SetCallerIdValues(BaseEvent evt, String cidDN, String cidCallerName, String cidCallerNumber, String cidDialedDigits, String cidCollectedDigits)...

RESOLUTION

This HotFix is to be installed onto MiContact Center Business version 8.1.3.0. 

APPLIES TO

MiCC 8.1.3.0 

PROBLEM

Some days will not summarize. 

SYMPTOMS

In the DataService logfile you will see errors like the following:

Error 2017-Sep-15 11:10:41.939 Object reference not set to an instance of an object. at prairieFyre.BAL.DataAnalysis.Statistics.VoiceMediaServer.SetCallerIdValues(BaseEvent evt, String cidDN, String cidCallerName, String cidCallerNumber, String cidDialedDigits, String cidCollectedDigits)... 

RESOLUTION

This HotFix is to be installed on top of MiContact Center Business version 8.1.4.0.  If you need a fix for this issue on top of 8.1.3.0 instead, please refer to KB425468.

1. Download the attached KB424049.EXE to the MiContact Center server. 
2. Double-click the KB424049.EXE and follow the on-screen prompts.

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

APPLIES TO

MiCC 8.1.4.0 

PROBLEM

Intermittently employees were not being assigned enough shifts by Workforce Scheduling. 

RESOLUTION

This HotFix is to be installed onto MiContact Center Business version 8.1.4.0.

1. Download the attached KB425587.EXE to the MiContact Center server.
2. Double-click KB425587.EXE and follow the on-screen prompts. 
3. Wait for the repackager and client updates to complete.

NOTE: Installing this HotFix will restart the MiCC services.  To avoid service interruptions we recommend applying the patch after hours or during a scheduled maintenance window. 

APPLIES TO

MiCC 8.1.4.0 

SUMMARY

If SQL Express is used in the CCM/IQ environment, it imposes a 10 GB capacity (or 4 GB for SQLExpress 2008 and 2005) on each database. After a certain period of time, the database will fill up to its maximum. The amount of time until the maximum capacity is reach depends on the amount of the site traffic / amount of data collected or the amount of historical data present in the database.

When the maximum has been reached, you may experience different symptoms ; it could be an alarm in the Contact Center Client or the data will simply will not be filled in the Database.

We currently have a purging tool that will help remove the unnecessary data from our databases.

The Purger tool checks the CCMData and CCMStatisticalData databases for the oldest data and displays the size.  It then provides you this information with the option of deleting all historical data up to a specified date.  The Purger will delete historical data, which is consuming disk space.

This tool does not delete any configuration data, only old historical data used for reporting purposes.  If you want to put the data back into SQL after running the tool, just re-summarize using the Contact Center Client.

NOTE: The Purger does not work on SQL 2000 databases.

INSTRUCTIONS

1. Download the appropriate Purge Tool.

• For servers running MiCC Version 5.8 or older, use the PurgeToolOld.ZIP.
• For servers running MiCC Version 6.X, or 7.X, use the PurgeHistoricalDataTool6-7.ZIP.
• For servers running MiCC Version 8.0 or newer, use the PurgeHistoricalDataTool8.ZIP.

The tool will scan the databases to determine the earliest date and the size.

The tool will begin purging data

NOTE: This may take a while depending on how much data needs to be purged. Purge one week to start; you can extrapolate from there to determine how long it will take to purge more. Do not purge more than three months at any one time.

MORE INFORMATION

The 8.0 Purge tool can read the encrypted registry keys introduced in 8.0.
The 6.0 Purge tool requires Microsoft .NET Framework 4.0 to be installed.
The Old version for 5.8 and earlier requires .NET 3.5.

APPLIES TO

CCM version 5.4 and higher

HOWTO

Change the time of day that Enterprise Stats reset to zero.

SYMPTOMS

By default, Enterprise stats reset to zero at midnight. In certain environments, it is desired to reset stats at an alternate time of day.

CAUSE

A registry key can be used to control the time of  daily reset. If this key is not present, the daily reset occurs at midnight (00:00:00).

WORKAROUND

MiContact Center 5.X

• Open Registry Editor (start > run > regedit).
• Navigate to HKEY_LOCAL_MACHINE\SOFTWARE\prairieFyre Software Inc\CCM\Common.
• Create a new REG_SZ (String value) key called DailyResetTimeOfDay.
• The value is in HH:MM:SS and needs to be set to the time you wish the reset to occur. 
• (Eg. A 7pm reset would need the value 19:00:00, a 1am reset would need the value 01:00:00).

MiContact Center 6.X or Newer

1. Go to [InstallDir]\Services\ConfigService\ .
2. Launch the GlobalAppSettingsEditor.exe .
3. Fill in the following fields:

• Application: prairieFyre.Services.EnterpriseServer.exe
• SectionGroup: prairieFyre.BAL.DataAnalysis.Properties.Settings
• Name: DailyResetTimeOfDay
• Value: (Enter your desired time here in HH:MM:SS format, eg: 00:00:00 for midnight)
• Description: (Enter anything here.  eg: Who made the change, or why)

APPLIES TO

CCM 5.X and newer

INFORMATION

In a high-volume multimedia environment, the default ElasticSearch maximum memory size may be insufficient, and the service may restart on occasion, causing an alarm ALM0155.  Use the following steps to increase this maximum:

1.  Open a DOS command prompt window.
2.  Run the following command: C:\ProgramData\chocolatey\lib\elasticsearch\tools\elasticsearch-1.4.1\bin\service.bat manager
3.  In the Java tab, increase the "Maximum memory pool" value (8192 for 8GB limit, 16384 for 16GB limit, etc.) to half as high as the system memory - it will not immediately max out, but will only grow as needed.
4.  Press OK, then restart the ElasticSearch service.

APPLIES TO

8.X

Keywords: Elastic ElasticSearch memory ALM0155

INFORMATION

In MiContact Center Version 8.1.0.1 we are introducing the ability to connect to supported SIP platforms.  At launch, we will have some limitations in functionality including the following:

• Setting a phone Active from the MiCC software will display as active, regardless of whether the actual phone is available or not.  If you set an unconnected phone as Active we will attempt to route calls to that phone until it fails, resulting in it either going into Reseize Timer, or a System MakeBusy state.
• When placing a call on hold via the software or phoneset, you must use the same method to remove hold.  For example, if you place a call on hold using the button in Ignite, you can only remove hold using the button in Ignite.
• Parking calls will display differently in Ignite depending on whether the call was a contact center-routed call (made from Ignite, or an ACD call), or a Native call (A call made directly to or from the phoneset, without involving the MiCC software).
• Parking a contact center-routed call will show the call on hold in your inbox
• Parking a Native call will clear the call from your inbox
• A Twinned DECT phone will appear Idle when calling VoiceMail on a MiVO 400.
• The use of Feature Keys is not supported.
• Native call forwarding is not supported and may result in a call becoming stuck.  A restart of the Enterprise service will clear any stuck calls.
• On an MiVoice Office 400, users are unable to call a queue from Ignite by dialing the ARS digits and Queue dialable.

APPLIES TO

MiCC 8.1.X.X 

INFORMATION

Apache web servers enable multiple methods of implementing reverse proxies. The following is the tested and supported configuration for implementing reverse proxying on an Apache web server with Multimedia Contact Center.

NOTE: This method assumes the reverse proxying is being done for a Virtual Host, but this method can also be used at the Main Site level.

To set up a reverse proxy, the web administrator must enable specific modules in their http.conf file and add and configure fields to define their website’s routing rules for reverse proxying.

To configure reverse proxy on an Apache web server
1. On your Apache web server, open your http.conf file in an editor.
2. Enable the following modules:

• LoadModule dir_module modules/mod_dir.so
• LoadModule env_module modules/mod_env.so
• LoadModule filter_module modules/mod_filter.so
• LoadModule headers_module modules/mod_headers.so
• LoadModule include_module modules/mod_include.so
• LoadModule log_config_module modules/mod_log_config.so
• LoadModule proxy_module modules/mod_proxy.so
• LoadModule proxy_connect_module modules/mod_proxy_connect.so
• LoadModule proxy_html_module modules/mod_proxy_html.so
• LoadModule proxy_http_module modules/mod_proxy_http.so
• LoadModule proxy_wstunnel_module modules/mod_proxy_wstunnel.so
• LoadModule request_module modules/mod_request.so
• LoadModule setenvif_module modules/mod_setenvif.so
• LoadModule substitute_module modules/mod_substitute.so
• LoadModule xml2enc_module modules/mod_xml2enc.so

3. In your site configuration section, add the following:

        <VirtualHost *:80>
        ServerName [Server Name]
        ProxyPreserveHost Off
        RequestHeader unset Accept-Encoding
        FilterDeclare MICCFILTER
        FilterProvider MICCFILTER SUBSTITUTE "%{REQUEST_URI} =~ m#^/#"
        DocumentRoot “[Website Root]"
        <Directory "[File Path]">
        Options Indexes FollowSymLinks
        AllowOverride None
        Require all granted
        </Directory>
        <LocationMatch "/(?<CCMWABASE>(?i)ccmwa)/">
        ProxyPassMatch "[Enterprise Server IP Address]"
        FilterChain MICCFILTER
        Substitute "s|http(s)?://[Enterprise Server IP Address]/ccmwa/(.*)|http$1://[WebSiteURL]/$2|i"
        </LocationMatch>
        #LogLevel debug
        </VirtualHost>

4. Replace [ServerName] with your server name.  For example, www.wickedtix.com
5. Replace [Website Root] with the root of the website through which you are offering chat.  For example, C:\SALES\WickedTixNew.
6. Replace [File Path] with the file path to the website through which you are offering chat.  For example, C:\SALES\WickedTixNew.
7. Replace [Enterprise Server IP Address] with your MiContact Center Enterprise Server IP Address.
8. Replace [WebSite URL] with the URL of the website through which you are offering chat.  For example, www.wickedtix.com/ccmwa/.
9. If you are not including CCMWa in the WebSite URL, replace ccmwa in LocationMatch with the appropriate extension on the URL.
10. Save and close http.conf.
11. Restart your Apache web server.

APPLIES TO

MiCC Webchat Version 8.0 and newer 

PROBLEM

Intermittently IVR Ports would stop answering calls. 

RESOLUTION

This HotFix is to be applied onto MiContact Center Business 8.1.4.0.

1. Download the attached KB426218.EXE file to the MiContact Center server.
2. Double-click the KB426218.EXE and follow the on-screen prompts.
3. Wait for the repackager to finish and the Updater service to update any remote IVR servers. 

APPLIES TO

MiCC 8.1.4.0 

PROBLEM

Users were having issues with worktimers stacking up and not clearing, not matching the actual status of the agent, and timers expiring then changing to 24 hours.

RESOLUTION

This HotFix is to be installed onto MiContact Center Business version 8.1.4.0.

1. Download the attached KB428628.EXE to the MiContact Center server.
2. Double-click KB428628.EXE and follow the on-screen prompts.
3. Wait for the repackager to complete and clients to update.

NOTE: Installing this HotFix will restart the MiContact Center services. To avoid service interruption we recommend aplying this update after hours or during a scheduled maintenance window.

APPLIES TO

8.1.4.0

INFORMATION

The attached document contains the detailed release notes for MiContact Center Business version 9.0.0.0 

• MiVoice Office 400
• MiVoice Office 5000
• MiCloud

APPLIES TO

MiCC 9.0.0.0 

INFORMATION

INFORMATION

The following tables show what versions of .NET, IE, SQL, Windows (Server), and Windows (Client) are supported by version of prairieFyre software.  Please note that a * indicates that it is only partially supported and you should check the System Engineering Guide for more details.  In cases where the table shows Yes SP# this means that it is supported, and has been tested additionally up to the SP# as well.  When in doubt, always check your System Engineering Guide for more detail.

.NET Framework

NOTE: With MiCC Version 7.1 and newer we recommend using IE10 or newer.  Older versions will work for the most part, but some controls are affected.  An example of this is the manual EMail Address field under report distribution being a non-editable field.  For sites using Multimedia or the Ignite client we recommend IE11 for best performance and compatibility.

SQL Server

Windows on the Client

APPLIES TO

CCM 5.7 GA, 5.7 SP1, 5.8, 6.0, 7.0, 7.1, 8.0, 8.1

PROBLEM

Intermittently account codes were not being pegged in a Conversation Detail Report 

RESOLUTION

This HotFix is to be installed onto MiContact Center Business version 8.1.4.0.

1. Go to https://www.mitel.com/
2. Click the Log in button.
3. Click the Sign in button under Connect.
4. On the left, select the Software Download Center.
5. Expand the tree to MiContact Center Business and then down to MiContact Center Business 8.1.4.0 and HotFixes.
6. Download the MiCC HotFix KB427310.exe HotFix to the MiContact Center server.
7. Double-click the MiCC HotFix KB427310.exe and follow the on-screen prompts. 

APPLIES TO

MiCC 8.1.4.0 with MiVO 400 

PROBLEM

This HotFix addresses multiple issues:

• QueueNow monitor not updating accurately
• Newly added agents do not show realtime status in Contact Center Client
• MiCCSDK failing after site is enabled for SSL 

RESOLUTION

This HotFix is to be installed onto MiContact Center Business version 8.1.4.0. 

1. Ensure that KB428628 is installed.
2. Go to https://www.mitel.com/
3. Click the Log in button.
4. Click the Sign in button under Connect.
5. On the left, select the Software Download Center.
6. Expand the tree to MiContact Center Business and then down to MiContact Center Business 8.1.4.0 and HotFixes.
7. Download the MiCC HotFix KB435696.exe HotFix to the MiContact Center server.
8. Double-click the MiCC HotFix KB435696.exe and follow the on-screen prompts. 

APPLIES TO

MiCC 8.1.4.0 

PROBLEM

During the installation of MiContact Center release 8.0 and above, the pre-requisite check warns (if upgrading) or fails (if newly installing) on checking the default Microsoft SQL Server collation for the specified Microsoft SQL Server. When installing, the SQL Change Scripts action may fail.

CAUSE

MiContact Center requires the default collation for the Microsoft SQL Server instance being used to be SQL_Latin1_General_Cp1_CI_AS. This is required to ensure that queries against the databases, stored procedures, and critical views are executed appropriately, and the data returned in the expected format. This collation is required to ensure that case insensitivity, and accent sensitivity is respected in the queries, and the unicode byte length is appropriate to extended unicode characters.

APPLIES TO

MiCC 8.X and 9.X

PROBLEM

This HotFix addresses multiple issues:

• Hunt Group Port durations do not match the Condition report durations
• Some calls were pegged as both Abandoned and Transferred/Routed at the same time
• The Continuing Case statistic in EMail reports was not being populated 

RESOLUTION

This HotFix is to be installed onto MiContact Center Business version 8.1.4.0.

1. Ensure that KB428628 is installed.
2. Ensure that KB435696 is installed.
3. Go to https://www.mitel.com/
4. Click the Log in button.
5. Click the Sign in button under Connect.
6. On the left, select the Software Download Center.
7. Expand the tree to MiContact Center Business and then down to MiContact Center Business 8.1.4.0 and HotFixes.
8. Download the MiCC HotFix KB427400.exe HotFix to the MiContact Center server.
9. Double-click the MiCC HotFix KB427400.exe and follow the on-screen prompts.
10. Wait for the repackager and auto-updates to complete.

NOTE: Applying this HotFix will restart the MiContact Center services.  To avoid service interruption we recommend applying this patch after hours or during a scheduled maintenance window. 

APPLIES TO

MiCC 8.1.4.0 

PROBLEM

This HotFix addresses three issues:

• Existing case not found because the phone number contains a leading digit of '9'.
• Persist all callIDs throughout active conversation
• Web Ignite screenpop showing twice
• Duplicate contact created and case not reused when making outbound call using E164 format

RESOLUTION

This HotFix is to be installed onto MiContact Center Business version 9.0.0.0.

1. Go to https://www.mitel.com/
2. Click the Log in button.
3. Click the Sign in button under Connect.
4. On the left, select the Software Download Center.
5. Expand the tree to MiContact Center Business and then down to MiContact Center Business 9.0.0.0 and HotFixes.
6. Download the MiCC HotFix KB435896.exe HotFix to the MiContact Center server.
7. Double-click the MiCC HotFix KB435896.exe and follow the on-screen prompts.
8. Wait for the repackager and auto-updates to complete.

NOTE: Applying this HotFix will restart the MiContact Center services.  To avoid service interruption we recommend applying this patch after hours or during a scheduled maintenance window.

APPLIES TO

MiCC 9.0.0.0 

PROBLEM

DNIS Group Performance by Queue was showing double the ACD calls offered and handled for Ring Groups. 

RESOLUTION

This HotFix is to be installed onto MiContact Center Business version 8.1.4.0. 

1. Ensure that KB428628 is installed.
2. Ensure that KB427310 is installed.
3. Ensure that KB435696 is installed.
4. Ensure that KB427400 is installed.
5. Go to https://www.mitel.com/
6. Click the Log in button.
7. Click the Sign in button under Connect.
8. On the left, select the Software Download Center.
9. Expand the tree to MiContact Center Business and then down to MiContact Center Business 8.1.4.0 and HotFixes.
10. Download the MiCC HotFix KB427694.exe HotFix to the MiContact Center server.
11. Double-click the MiCC HotFix KB427694.exe and follow the on-screen prompts.
12. Wait for the repackager and auto-updates to complete.

NOTE: Applying this HotFix will restart the MiContact Center services.  To avoid service interruption we recommend applying this patch after hours or during a scheduled maintenance window.

APPLIES TO

MiCC 8.1.4.0