PROBLEM

Some queued media in IVQ was not showing Name or ANI

RESOLUTION

This Hotfix is to be installed onto MiContact Center Business version 9.0.2.0.

1. Ensure that KB467156 is installed.
2. Ensure that KB468853 is installed.
3. Go to https://www.mitel.com/
4. Click the Login button.
5. Click the Sign in button under MiAccess.
6. On the left, select the Software Download Center.
7. Expand the tree to MiContact Center Business and then down to MiContact Center Business 9.0.2.0 and HotFixes.
8. Download the MiCC HotFix KB471974.exe HotFix to the MiContact Center server.
9. Double-click the MiCC HotFix KB471974.exe and follow the on-screen prompts.
10. Wait for the repackager and auto-updates to complete.

NOTE: Installing this Hotfix will restart the MiContact Center services. To avoid service interruption we recommend applying this patch outside business hours or during a scheduled maintenance window.

APPLIES TO

MiCC 9.0.2.0

PROBLEM

An incoming caller who withholds their ANI (CLI) fails to be answered by the IVR .

RESOLUTION

This Hotfix is to be installed onto MiContact Center Business version 9.1.0.0.

1. Ensure that KB467096 is installed.
2. Go to https://www.mitel.com/
3. Click the Login button.
4. Click the Sign in button under MiAccess.
5. On the left, select the Software Download Center.
6. Expand the tree to MiContact Center Business and then down to MiContact Center Business 9.1.0.0 and HotFixes.
7. Download the MiCC HotFix KB468805.exe HotFix to the MiContact Center server.
8. Double-click the MiCC HotFix KB468805.exe and follow the on-screen prompts.
9. Wait for the repackager and auto-updates to complete. 

APPLIES TO

 MiCC 9.1

PROBLEM

Agent Performance reports incorrectly pegging call counts when calls were transferred from one path to a second.  These calls were double pegging.

RESOLUTION

This Hotfix is to be installed onto MiContact Center Business version 9.0.2.0.

1. Ensure that KB467156 is installed
2. Ensure that KB468853 is installed
3. Go to https://www.mitel.com/
4. Click the Login button.
5. Click the Sign in button under MiAccess.
6. On the left, select the Software Download Center.
7. Expand the tree to MiContact Center Business and then down to MiContact Center Business 9.0.2.0 and HotFixes.
8. Download the MiCC HotFix KB472176.exe HotFix to the MiContact Center server.
9. Double-click the MiCC HotFix KB472176.exe and follow the on-screen prompts.
10. Wait for the repackager and auto-updates to complete.

APPLIES TO

 MiCC 9.0.2.0

PROBLEM

When using a URL as a screenpop with the ScreenpopOInRinging variable it would intermittently not trigger.

RESOLUTION

This Hotfix is to be installed onto MiContact Center Business version 9.1.0.0. 

1. Go to https://www.mitel.com/
2. Click the Login button.
3. Click the Sign in button under MiAccess.
4. On the left, select the Software Download Center.
5. Expand the tree to MiContact Center Business and then down to MiContact Center Business 9.1.0.0 and HotFixes.
6. Download the MiCC HotFix KB472028.exe HotFix to the MiContact Center server.
7. Double-click the MiCC HotFix KB472028.exe and follow the on-screen prompts.
8. Wait for the repackager and auto-updates to complete.

APPLIES TO

 MiCC 9.1

PROBLEM

The full ANI is not logged in the queue abandoned table.  In some cases only the area code was saved. 

RESOLUTION

This Hotfix is to be installed onto MiContact Center Business version 9.1.0.0. 

1. Ensure that KB467096 is installed.
2. Ensure that KB468805 is installed.
3. Go to https://www.mitel.com/
4. Click the Login button.
5. Click the Sign in button under MiAccess.
6. On the left, select the Software Download Center.
7. Expand the tree to MiContact Center Business and then down to MiContact Center Business 9.1.0.0 and HotFixes.
8. Download the MiCC HotFix KB472023.exe HotFix to the MiContact Center server.
9. Double-click the MiCC HotFix KB472023.exe and follow the on-screen prompts.
10. Wait for the repackager and auto-updates to complete.

NOTE: Installing this Hotfix will restart the MiContact Center services.  In order to avoid service interruption, install this patch after hours or during a scheduled maintenance window.

APPLIES TO

 MiCC 9.1

PROBLEM

If you merge an email into a different case while the email is still in the inbox, then send the email response, you end up with two cases (one of them having no interactions). As a result, if the customer responds, their interaction is linked to the wrong case (the "empty" case). 

RESOLUTION

This Hotfix is to be installed onto MiContact Center Business version 9.0.1.0.

1. Ensure that KB447353 is installed.
2. Ensure that KB466294 is installed.
3. Go to https://www.mitel.com/
4. Click the Login button.
5. Click the Sign in button under MiAccess.
6. On the left, select the Software Download Center.
7. Expand the tree to MiContact Center Business and then down to MiContact Center Business 9.0.1.0 and HotFixes.
8. Download the MiCC HotFix KB470763.exe HotFix to the MiContact Center server.
9. Double-click the MiCC HotFix KB470763.exe and follow the on-screen prompts.
10. Wait for the repackager and auto-updates to complete.

APPLIES TO

PROBLEM

Data summarization fails for some days.  Logging indicates either an invalid state change, or a dropped device.

RESOLUTION

This Hotfix is to be installed onto MiContact Center Business version 9.1.0.0.

1. Ensure that KB467096 is installed.
2. Ensure that KB468805 is installed.
3. Go to https://www.mitel.com/
4. Click the Login button.
5. Click the Sign in button under MiAccess.
6. On the left, select the Software Download Center.
7. Expand the tree to MiContact Center Business and then down to MiContact Center Business 9.1.0.0 and HotFixes.
8. Download the MiCC HotFix KB472027.exe HotFix to the MiContact Center server.
9. Double-click the MiCC HotFix KB472027.exe and follow the on-screen prompts.
10. Wait for the repackager and auto-updates to complete. 

APPLIES TO

MiCC 9.1 

INFORMATION

APPLIES TO

MiCC 9.1.1.0 

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, 9.0, 9.1

INFORMATION

PROBLEM

When a consultative party hangs up, the agent is automatically reconnected to the caller.

RESOLUTION

This Hotfix is to be installed onto MiContact Center Business version 9.0.1.0.

1. Ensure that KB447353 is installed.
2. Ensure that KB466294 is installed.
3. Ensure that KB470763 is installed.
4. Go to https://www.mitel.com/
5. Click the Login button.
6. Click the Sign in button under MiAccess.
7. On the left, select the Software Download Center.
8. Expand the tree to MiContact Center Business and then down to MiContact Center Business 9.0.1.0 and HotFixes.
9. Download the MiCC HotFix KB470782.exe HotFix to the MiContact Center server.
10. Double-click the MiCC HotFix KB470782.exe and follow the on-screen prompts.
11. Wait for the repackager and auto-updates to complete.

NOTE: Installing this Hotfix will restart the MiContact Center services.  To avoid service interruption install this patch after hours or during a scheduled maintenance window.

APPLIES TO

 MiCC 9.0.1.0

PROBLEM

You are looking to set the default Font and Font Size for all your Ignite clients. 

RESOLUTION 7.X

You can set a global default for these values via the GlobalAppSettingsEditor.  You can modify one or both of these values.

NOTE: The font type must be entered exactly as shown in the font drop down menu in ignite.

NOTE: Font sizes are a scale from 1 to 8.  The standard 'point' values for each number are as follows:
1 is 6pt
2 is 8pt
3 is 10pt
4 is 12pt
5 is 14pt
6 is 18pt
7 is 24pt
8 is 36pt

To add the values to your configuration, please do the following (note that if only adding one value, you skip the step for entering the other):

1. Go to [InstallDir]\CCM\Services\ConfigService\ and open the GlobalAppSettingsEditor.
2. Fill in the following settings on a new line if you wish to specify the default Font Size:

• Application: (Leave this box empty)
• SectionGroup: appSettings
• Name: FontSize
• Value: A number from 1 to 8 or default
• Description: An explanation of why the change is being implemented. Note that you must enter a value here to save.

NOTE: Deleting this line in the Global Application Settings Editor will not set the system back to default.  To do that, use default as the value.

3. Fill in the following settings on a new line if you wish to specify the default Font Type:

• Application: (Leave this box empty)
• SectionGroup: appSettings
• Name: FontType
• Value:(Enter the font name, as it appears in the drop-down menu in Ignite)
• Description:An explanation of why the change is being implemented. Note that you must enter a value here to save.

NOTE: Deleting this line in the Global Application Settings Editor will not set the system back to default.  To do that, use default as the value.

4. Click Save.  It will take 30 to 60 seconds to save.  Please wait for the confirmation box before closing the Editor.

RESOLUTION 7.1.3.X and 8.X

NOTE: In Version 8.0.0.0 the Value format has changed.  You are now specifying the "point" size of the font formatted like this:  12pt .

To add the values to your configuration, please do the following (note that if only adding one value, you skip the step for entering the other):

1. Go to [InstallDir]\CCM\Services\ConfigService\ and open the GlobalAppSettingsEditor.
2. Fill in the following settings on a new line if you wish to specify the default Font Size:

• Application: (Leave this box empty)
• SectionGroup: appSettings
• Name: FontSize
• Value: The point value for the font size desired (eg: 12pt).  Or set it to default to restore the default value.
• Description: An explanation of why the change is being implemented. Note that you must enter a value here to save.

NOTE: Deleting this line in the Global Application Settings Editor will not set the system back to default.  To do that, use default as the value.

3. Fill in the following settings on a new line if you wish to specify the default Font Type:

• Application: (Leave this box empty)
• SectionGroup: appSettings
• Name: FontType
• Value:(Enter the font name, as it appears in the drop-down menu in Ignite)
• Description:An explanation of why the change is being implemented. Note that you must enter a value here to save.

NOTE: Deleting this line in the Global Application Settings Editor will not set the system back to default.  To do that, use default as the value.

4. Click Save.  It will take 30 to 60 seconds to save.  Please wait for the confirmation box before closing the Editor.

RESOLUTION 9.X

NOTE: In Version 9.0.0.0 the Value format is the same as 8.X.  You specify the "point" size of the font formatted like this:  12pt .

To add the values to your configuration, please do the following (note that if only adding one value, you skip the step for entering the other):

1. Go to [InstallDir]\CCM\Services\ConfigService\ and open the GlobalAppSettingsEditor.
2. Fill in the following settings on a new line if you wish to specify the default Font Size:

• Application: (Leave this box empty)
• SectionGroup: Mitel.MiccSdk.Properties.Settings
• Name: EmailClientFontSize
• Value: The point value for the font size desired (eg: 12pt).  Or set it to default to restore the default value.
• Description: An explanation of why the change is being implemented. Note that you must enter a value here to save.

NOTE: Deleting this line in the Global Application Settings Editor will not set the system back to default.  To do that, use default as the value.

3. Fill in the following settings on a new line if you wish to specify the default Font Type:

• Application: (Leave this box empty)
• SectionGroup: Mitel.MiccSdk.Properties.Settings
• Name: EmailClientFontType
• Value:(You must enter the entire font family stack in order for it to display correctly in Web-Ignite.  eg: arial,helvetica,sans-serif for arial.  Just putting the font name will set the default, but will not display the name in Web-Ignite.)
• Description:An explanation of why the change is being implemented. Note that you must enter a value here to save.

NOTE: Deleting this line in the Global Application Settings Editor will not set the system back to default.  To do that, use default as the value.

4. Click Save.  It will take 30 to 60 seconds to save.  Please wait for the confirmation box before closing the Editor.

APPLIES TO

7.0 and newer

PROBLEM

MiContact Center Business 9.1.1.0 initially introduced an error where raw data files were created for future dates.  Raw MiTAI records would then be intermittently filed to the wrong date, breaking the raw MiTAI linking.  This download was removed from the download center and is now being replaced with a revision 2.

SYMPTOMS

Your MiVoice Business nodes are filing A and S files to future dates.  The A files may contain raw MiTAI records.

You downloaded/installed 9.1.1.0 before May 21st, 2019.

Your downloaded installer for 9.1.1.0 is the rev 1 version with filename MiCC.9110.20190329.exe.

RESOLUTION

This Hotfix must be applied onto MiContact Center Business 9.1.1.0.  (NOTE: If in doubt whether you installed rev 1 or rev 2, install this hotfix) 

1. Go to https://www.mitel.com/
2. Click the Login button.
3. Click the Sign in button under MiAccess.
4. On the left, select the Software Download Center.
5. Expand the tree to MiContact Center Business and then down to MiContact Center Business 9.1.1.0 and HotFixes.
6. Download the KB47468 HotFix to the MiContact Center server.
7. Double-click the KB474681 and follow the on-screen prompts.
8. Wait for the repackager and auto-updates to complete.

NOTE:   Installing this Hotfix will restart the MiContact Center services.  To avoid service interruption install this patch after hours or during a scheduled maintenance window.

APPLIES TO

MiCC 9.1.1.0 

PROBLEM

Intermittently the nightly summarize is unable to complete on certain days, leaving the maintenance in a stuck state. 

RESOLUTION

This Hotfix is to be installed onto MiContact Center Business version 9.1.1.0.

1. Go to https://www.mitel.com/
2. Click the Login button.
3. Click the Sign in button under MiAccess.
4. On the left, select the Software Download Center.
5. Expand the tree to MiContact Center Business and then down to MiContact Center Business 9.1.1.0 and HotFixes.
6. Download the KB416156 HotFix to the MiContact Center server.
7. Double-click the KB416156 and follow the on-screen prompts.
8. Wait for the repackager and auto-updates to complete.

NOTE: Installing this Hotfix will restart the MiContact Center services.  To avoid service interruption apply this patch after hours or during a scheduled maintenance window.

APPLIES TO

 MiCC 9.1.1.0

PROBLEM

This Hotfix addresses three issues

• Agent Inbound Call Details and Agent by Queue by Period call counts were not lining up.

• Intermittently data summarization would fail

• The Agent Greeting engine was enabling a Silent Monitor on every ACD call regardless of whether that queue used agent greetings or not 

RESOLUTION

This Hotfix is to be installed onto MiContact Center Business version 9.1.1.0.

1. Go to https://www.mitel.com/
2. Click the Login button.
3. Click the Sign in button under MiAccess.
4. On the left, select the Software Download Center.
5. Expand the tree to MiContact Center Business and then down to MiContact Center Business 9.1.1.0 and HotFixes.
6. Download the KB474774 HotFix to the MiContact Center server.
7. Double-click the KB474774 and follow the on-screen prompts.
8. Wait for the repackager and auto-updates to complete.

NOTE: Installing this Hotfix will restart the MiContact Center services.  To avoid service interruption install this patch after hours or during a scheduled maintenance window. 

APPLIES TO

MiCC 9.1.1.0 

INFORMATION

The MiContact Center license key provided for your MiCC Enterprise Server installation can be used twice. The second instance is intended to facilitate either hardware replacement, or a staging/sandbox server before an upgrade. This second installation should not be used for a second production server.

IMPORTANT: When using the second license key instance for a staging/sandbox server you must be aware that if a license version update is required (such as making a version 8.1 staging server, while your live server is still 7.1), the newer licensing model (major or dot release) is officially the licensed software version. Any software assurance quoting/purchases must be generated/applied using the newer software version. Once your licensing is updated, you can no longer make changes to the older server's licensing. You must not update the license on the old server, as this will bring down the new licensing structure and could result in service failure where the new and old licensing models differ.

Each MiContact Center unlock license key that is provided with the purchase of the MiContact Center is tied to a hardware signature. The MiContact Center licensing server allows for 2 unique hardware signatures that allows customers to use the same unlock key on 2 different servers: one for your production and one for your sandbox, for example.  Once you have verified the changes on the sandbox, you can:  convert the sandbox into the production server, or optionally update the production server to match the same licensing as the sandbox server.  If at a later time, the new production server experiences a failure or a new sandbox system is required, you will need to generate a new license (aka the 3rd instance) since the first 2 instances have already been used.  This “new” license option can only be exercised on an MiCC ARID once every 180 days. Any additional attempts within the 180 day window will require AMC assistance by contacting AMC_Accounts@Mitel.com to review, approve and override the exception.

APPLIES TO

MiCC all versions 

PROBLEM

This Hotfix addresses 2 issues:

• The Account Code list in Contact Center Client is not sorted.
• Intermittently screenpops would launch twice.

RESOLUTION

This Hotfix is to be installed onto MiContact Center Business version 9.1.0.0. 

1. Go to https://www.mitel.com/
2. Click the Login button.
3. Click the Sign in button under MiAccess.
4. On the left, select the Software Download Center.
5. Expand the tree to MiContact Center Business and then down to MiContact Center Business 9.1.0.0 and HotFixes.
6. Download the KB474853 HotFix to the MiContact Center server.
7. Double-click the KB474853 and follow the on-screen prompts.
8. Wait for the repackager and auto-updates to complete.

APPLIES TO

MiCC 9.1 

PROBLEM

This Hotfix addresses two issues:

• Testing a Rule schedule caused an error in YourSite Explorer
• Schedule Conditions in IVR using Moroccan Standard time as server time regardless of configuration 

RESOLUTION

This Hotfix is to be installed onto MiContact Center Business version 9.1.1.0. 

1. Go to https://www.mitel.com/
2. Click the Login button.
3. Click the Sign in button under MiAccess.
4. On the left, select the Software Download Center.
5. Expand the tree to MiContact Center Business and then down to MiContact Center Business 9.1.1.0 and HotFixes.
6. Download the KB479209 HotFix to the MiContact Center server.
7. Double-click the KB479209 and follow the on-screen prompts.
8. Wait for the repackager and auto-updates to complete.

APPLIES TO

MiCC 9.1.1.0. 

PROBLEM

After assigning ASR and/or TTS licenses in to the MiCC ARID in AMC, these licenses do not activate automatically. 

RESOLUTION

The process for enabling these licenses requires a manual step.  You must email NuanceRegistrations@Mitel.com with the ARID, and the MAC address of the server where Nuance licensing will reside.  Once manually added, the Order Desk will email the key back to you. 

APPLIES TO

MiCC 8.X and newer 

INFORMATION

This is the industry standard for the EWT calculation:

Calculation A:
If there are Devices Available to answer:
 (Average Talk Time * Position In Queue)/Agents Available
 
Calculation B:
If there are no Devices Available to answer:
 (Average Time To Answer * Position In Queue)
 
We added this to prevent 0 seconds EWT when there are no statistics due to a new day and nothing populated yet. If Average Talk Time or Average Time To Answer are 0... the default is 60 seconds. 

PRE-9.1.0.0 VERSIONS OF MiContact Center Business

Estimated Wait Time was originally only fully calculated on the Enterprise Server for the Queue Now monitor. 

This carried a severe limitation with it:  It was calculating the EWT for the final position in Queue only for both calculations A and B.  This functions correctly for the Default UPiQ (Updated Position in Queue), but IVR can output the EWT within a Workflow as well as Chat.  These showed only for the currently placed calls in Queue.

Since a call in IVR has not yet been transferred into the Queue, the calculations are not yet correctly populated.  Chat starts calculating while you are still entering your details on the landing page, which means you haven't even entered the queue yet here either.

For both IVR and Chat, the EWT would be shown for the last person in queue. If there was no-one in queue, it would show an EWT of 0, which was incorrect.

The default of 60 seconds as a base value had not been implemented yet, so at the start of a day when all of the stats are zero all EWTs would show 0.

Checking for number of Idle agents became invalid as an Agent dialing Outbound would show still as Idle, and originally we would have an EWT of 0 here as well.

MiContact Center Business 9.1.0.0 and NEWER

The Enterprise Server now calculates whether the current EWT base value should be calculated on the Average Talk Time or the Average Time To Answer and sets the value into the Queue Now Monitor accordingly.
 
Each of the three services (IVR, UPiQ, and Chat) then finish the calculations as follows:

UPiQ:  Since UPiQ is telling the call his EWT according to his position, UPiQ grabs the time that exists in the Queue Now monitor.  It then multiplies it by the Position the Call is sitting in the Queue, then divides it by the Number of Agents Available.

• If Agents Available is > 0, it uses Calculation A
• If Agents Available is 0, then it uses Calculation B

IVR: Inbound IVR flows can give the caller notice of what the EWT would be if they enter the Queue. The IVR needs to adjust the Position In Queue to simulate the caller being in queue.  IVR takes the EWT value in the Queue Now Monitor, and also gets the number of calls waiting in the Queue.  IVR adds 1 to the Calls Waiting to simulate that the call is already in Queue. It then multiples the EWT by the newly adjusted internal Calls Waiting, then divides it by the Number of Agents Available.

ADDITIONAL INFORMATION

Chat:  Chat uses the same calculations as the IVR above.
 
Checking against real-time monitors: The Average Talk Time statistic can be found in Contact Center Client > Queue Now monitor > Average Conversation Time column.

APPLIES TO

MiCC