TSB - Upgrading MiContact Center Business to release 8.X effects customers using Messaging and Routing or IVR.

August 5, 2016, 2:15 am

≫ Next: SIP 8.1 - Known limitations

≪ Previous: 8.0 - How to apply AMC licenses included with your MiCC Bundle

$

0

0

 

Upgrading MiContact Center Business to release 8.X affects customers using Messaging and Routing or IVR.

Effective Date:  August 3rd, 2016

As part of the 8.1 release and as mentioned in PB20160019, the MiContact Center Business licensing was moved to the AMC licensing server.  An issue has been identified in the migration that affects customers upgrading with Messaging and Routing or IVR.  This TSB looks to provide clarity on the upgrade process, the workaround for the migration issues found, and the timelines for the resolution.

Who is affected?

•  The licensing migrations affect all customers moving to 8.1.  The migration error affects all customers licensed for Contact Center and customers licensed for Workgroup with the Messaging and Routing or IVR add-on licenses.   These customers fit into one of 3 groups.
• New installation (Greenfield) customers who’ve purchased 8.1
• New installation (Greenfield) customers who are installing the previous release 8.0.X.
• Existing customers running 8.0 or below who are looking to upgrade to 8.1

 

Who are not affected?

• Customers who are not looking to upgrade to 8.1 will not be effected. They will need to ensure they follow the proper upgrade path outlined in this TSB once they are interested in upgrading to release 8.1.

What are we doing to fix the problem?

• We are fixing the AMC licensing error that results in the problem with IVR during the migration.
• Using this TSB we are continuing to educate and update the field about the migration to AMC, the process to complete it successfully and the effects of the migration. We are also updating the MiContact Center Business documentation with the process for licensing using AMC.
• This will be fixed for all 8.0 upgrades going forward.
• There will be a separate timeline to support upgrades from release 5.8 to 7.1.

What is the timeline for our customers?

• This TSB will be updated as our timelines are targeted and completed; often on a daily basis. At this point in time we are asking Value Added Resellers not to upgrade unless product support has been engaged and provided clearance to do so.  If you have a business critical need to upgrade now, please ensure that you are in contact with product support. 

.

DISCLAIMER: Certain Mitel product within this document may not be available to all Solution Provider levels. To purchase available products, Mitel product certification is required.

---

SIP 8.1 - Known limitations

August 8, 2016, 3:39 am

≫ Next: HotFix KB363181 - Agent Whisper not keeping DNIS value from Inbound Workflow

≪ Previous: TSB - Upgrading MiContact Center Business to release 8.X effects customers using Messaging and Routing or IVR.

$

0

0

Article ID: 52441 - Last Review: August 8, 2016

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

APPLIES TO

MiCC 8.1.0.1 and newer 

Keywords: SIP known limitations park parked parking inbox hold active available idle

HotFix KB363181 - Agent Whisper not keeping DNIS value from Inbound Workflow

August 8, 2016, 6:48 am

≫ Next: MSMQ errors after changing the HostName of the MiCC server

≪ Previous: SIP 8.1 - Known limitations

$

0

0

Article ID: 52477 - Last Review: August 8, 2016

PROBLEM

This HotFix addresses two issues:

• Agent Whisper workflows not keeping DNIS or ANI values passed from the IVR Inbound workflow
• Desktop Ignite application intermittently not showing the call details in the Inbox 

 

RESOLUTION

This HotFix is to be installed onto MiCC Version 8.0.1.1.

1. Download the attached KB363181.EXE file to the MiContact Center server.
2. Double-click the KB363181.EXE and follow the on-screen prompts.
3. Once the install is completed the repackager will run in the background to update the MiContact Center Client Component installer.

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 8.0.1.1 

Keywords: IVR DNIS ANI agent workflow pass passed variable call detail details Ignite inbox intermittent intermittently

MSMQ errors after changing the HostName of the MiCC server

July 15, 2016, 12:58 am

≫ Next: IVR / VWM Ports on remote server won't go into service

≪ Previous: HotFix KB363181 - Agent Whisper not keeping DNIS value from Inbound Workflow

$

0

0

Article ID: 52460 - Last Review: July 15, 2016

PROBLEM

After changing the hostname for the MiCC server the Event Viewer shows MSMQ errors, and some MSMQ queues are not emptying. 

SYMPTOMS

In the event viewer you will see errors such as the following:

Message Queuing could not resolve the name 'OLDHOSTNAME' to an IP address. Try to ping the recipient computer, and check this computer's DNS settings. This event is logged at most once per 600 seconds. To change this setting, set \HKLM\Software\Microsoft\MSMQ\Parameters\Event2184 registry value to desired time in seconds. 

CAUSE

Messages queued already continue to have the old hostname referenced, and thus cannot be completed. 

RESOLUTION

You will need to drop and rebuild these routing databases. 

NOTE: Not all databases will need to be touched. 

1. On the MiCC server open SQL Management Studio and connect to your local instance.
2. Open the Databases section.
3. Right-click CCMRouting and go to Tasks >Detach.
4. Put a checkmark under the Drop column and click OK.
5. Go to your SQL install directory (By default:  C:\Program Files\Microsoft SQL Server\ and open the instance folder (eg: MSSQL11.SQLEXPRESS\MSSQL\DATA\)
6. Delete the CCMRouting.mdf and CCMRouting_log.ldf files.
7. Go to services.msc
8. Restart the MiContact Center Media Router service (called the prairieFyre Routing Media Service in MiCC 7.X)
9. Repeat steps 2 through 8 for:

• CCMRuntimeServices (delete CCMRuntimeServices.mdf and CCMRuntimeServices_log.ldf in step 6, and restart MiContact Center Mass Transit Runtime service in step 8.)
• Ccmwa (delete Ccmwa.mdf and Ccmwa_log.ldf in step 6, and restart the Ccmwa Application Pool in your IIS control panel for step 8.)

APPLIES TO

MiCC 7.X and newer 

Keywords: hostname MSMQ error

IVR / VWM Ports on remote server won't go into service

August 12, 2016, 4:21 am

≫ Next: Release over release statistical changes for 7.1.X.X

≪ Previous: MSMQ errors after changing the HostName of the MiCC server

$

0

0

Article ID:  - Last Review: August 12, 2016

PROBLEM

IVR / VWM ports on remote server won't go into service 

SYMPTOMS

IVR / VWM ports won't go into service

Ports are associated to the main CCM server, and not the remote server they reside on.  When you try to associate the ports onto the correct remote server YourSite Explorer reports "Extension could not be saved since you are licensed for 1 server". 

CAUSE

Licensing error as ports are being moved from one server to another 

WORKAROUND

Try selecting all the ports to be set Remote at once by holding CTRL and SHIFT, and changing all at once.

If this does not work delete all IVR / VWM extensions from CCM server and recreate them with the Remote server filled in.

 

APPLIES TO

IVR / VWM 6.0 

Keywords: IVR VWM ports in service YSE error

Release over release statistical changes for 7.1.X.X

August 15, 2016, 9:01 pm

≫ Next: Detailed Release Notes - 8.0.0.0

≪ Previous: IVR / VWM Ports on remote server won't go into service

$

0

0

Article ID: 52314 - Last Review: August 16, 2016

CHANGES IN 7.1.3.2

The following table describes reporting changes to be expected when upgrading from Version 7.1.3.0 to Version 7.1.3.2.

Tracking Number	Description
320774	Description: The ACDCountWithAccountCode variable was corrected in order to more accurately reflect the number of calls with codes applied. Affected Statistics: ACD with Account Code may increase. Percent of ACD Account Code Compliance may increase. Affected Reports: ·Agent Group by Account Code Compliance
318867 319899	Description: Calls with internal segments, or Recall Held Party events were not being pegged correctly. Affected Statistics: ACD Calls may change.In some cases up or down. Affected Reports: ·Agent Performance reports ·Agent Event reports
320991	Description:Agent Shift statistics were being altered due to unaccounted for Login events submitted just before a Logout. Affected Statistics: Total Shift time will be more accurate. Affected Reports: ·Agent Event by Period

CHANGES IN 7.1.3.1

The following table describes reporting changes to be expected when upgrading from Version 7.1.3.0 to Version 7.1.3.1.

Tracking Number	Description
257828	Description: In the case of Secretarial key usage for transferring a call to another queue we pegged the incorrect queue after the transfer. Now we will skip updating call info in this case, thus the transferred call has correct call info and statistics are updated more accurately. Modified stats: ·Call counts may change ·Maximum Time to Answer may decrease Affected reports: ·Queue Spectrum by Period ·Agent (Group) Performance by Queue
257863	Description: Recently there was a fix which separated outbound and short outbound counts.The original fix caused confusion as a number of reports disagreed whether Short Out was to be included in total Out counts. The original fix was rethought and the statistic behavior was rolled back to original along with RDL files for all pre-packaged reports. This should bring the statistics back to normal. So customers upgrading from 7.1.1.x and earlier should not see a difference there; customers upgrading from 7.1.2 and later can see the difference in outbound counting. Important note for Flex Report users using ShortOut variable: Before this fix outbound calls were divided into two subsets: short outbound [=ShortOut] and regular (aka long) outbound [=OutCount]. After this fix short outbound [=ShortOut] is subset of regular outbound calls [=OutCount] which is now full set. To get long outbound calls you need to calculate [=OutCount – ShortOut] Modified stats: ·Outbound count may change Affected reports: ·Agent Performance reports ·Employee Performance reports
259681	Description: In some scenarios the third party agent in ACD conference call was not pegged as ACD in Agent Performance reports. This was observed for specific SMDR records order and caused conflicts with pegging called agents. Currently both third party and called agents should peg more accurately. Modified stats: ·ACD Count may increase ·ACD Duration may increase ·ACD Time to Answer may increase ·Non-ACD Count may decrease ·Non-ACD Duration may decrease ·Non-ACD Time to Answer may decrease Affected reports: ·Device by Device reports: oAgent Performance by Period oAgent Group Performance by Period oEmployee Performance by Period oEmployee Group Performance by Period oTeam Performance by Period oQueue Performance by Agent oQueue Group Performance by Agent oAgent by Answering Agent Group oAnswering Agent Group by Agent ·Agent Performance by Period
260259	Description: Starting in MiCC Version 7.1.2.1 calls abandoned after multiple interflows did not peg as abandoned. Current changes correct this statistics for this scenario. This also adjusts service metrics as long as abandoned counts towards offered calls. Modified stats: ·Abandoned Count may increase ·Time to Abandon may increase ·Call Count may increase Affected reports: ·Queue Performance by Period ·Queue Spectrum by Period ·Queue Abandoned by ANI
265108	Description: When a call is sent to an unavailable path via a speed call, and then is transferred to a mailbox or to a trunk, the call was previously being pegged as ACD.Customers running this scenario may note decrease in ACD metrics and increase of Non-ACD metrics. Total number of ACD and Non-ACD should remain the same. Modified stats: ·ACD Count may decrease ·ACD Duration may decrease ·ACD Time to Answer may decrease ·ACD Offered may decrease ·Service Count may decrease ·Non-ACD Count may increase ·Non-ACD Duration may increase ·Non-ACD Time to Answer may increase ·Queue Spectrum Count may decrease Affected reports: ·Device by Device reports* ·Device by Queue reports** ·DNIS Performance reports*** ·Extension Performance reports**** ·Queue Performance by Period ·Trunk Performance by Period ·Queue Spectrum by Period

* Device by Device reports:

·Agent Performance by Period

·Agent Group Performance by Period

·Employee Performance by Period

·Employee Group Performance by Period

·Team Performance by Period

·Queue Performance by Agent

·Queue Group Performance by Agent

·Agent by Answering Agent Group

·Answering Agent Group by Agent

** Device by Queue reports:

·Queue ANI by Area Code

·Queue Group ANI by Area Code

·Queue Performance by Account Code

·Queue Group Performance by Account Code

·Unified Queue Group by Queue by Account Code

·DNIS Performance by Queue

·DNIS Group Performance by Queue

*** DNIS Performance Reports:

·DNIS Performance by Period

·DNIS Performance by Month

·DNIS Performance by Day of week

·DNIS Performance by Day of month

·DNIS Group Performance by Period

·DNIS Group Performance by Month

·DNIS Group Performance by Day of Week

·DNIS Group Performance by Day of Month

·DNIS Group Performance by DNIS

****Extension Performance reports:

·Extension Performance by Period

·Extension Performance by Month

·Extension Performance by Day of Week

·Extension Performance by Day of Month

·Extension Group Performance by Period

·Extension Group Performance by Month

·Extension Group Performance by Day of Week

·Extension Group Performance by Day of Month

·Extension Group Performance by Extension

·Employee by Extension

CHANGES IN VERION 7.1.3.0

The following table describes reporting changes to be expected when upgrading from Version 7.1.2.1 to Version 7.1.3.0.

Tracking Number	Description
244733	Description: Under some circumstances the MiVB can send Group Presence Feature Events for an agent group that the agent is not a member of in the MiCC configuration. This event was not being ignored, and as such it was altering statistics in the Agent Event reports. The events are ignored and agent events statistics including internal answered, external answered, abandoned calls and interflowed calls are more accurate. Modified stats: Make Busy (count, duration) may decrease ACD (count, duration, hold duration, short count) may decrease Non-ACD (count, duration) may decrease Outbound (count, duration, hold duration) may decrease Ringing (count, duration) may decrease Requeue count may decrease Wrap-up duration may decrease Affected reports: All Agent reports may be affected.
244741	Description: In the scenario where an external hot desking agent is logging off while in a DND or Make Busy state, they were not pegged for DND or Make Busy. Modified stats: DND count may increase DND duration may increase Make Busy count may increase Affected reports: Agent (Group) by Make Busy / DND Code Agent by Make Busy / DND Trace Queue Performance
244891	Description: The Phone Number Accounting Trace report was missing outgoing conferenced and transferred calls even when the specified phone number was dialed. Now the diverted conferenced and transferred calls are included in the report, resulting in potentially large changes to durations. Modified stats: Call Duration may increase Time to Answer may decrease Affected reports: Business Reporter Trace reports
251316	Description: Silent Monitor segments were being counted towards the outbound statistics. It should not be pegged as Outbound, but rather as any main call state. This affects wide range of statistics for customers using the silent monitor feature resulting in decreasing of outbound metrics, and increase other metrics accordingly. Modified stats: ACD duration (total, internal, external) may increase Non-ACD duration (total, internal, external) may increase Outbound duration (total, internal, external) may decrease Make Busy (count, duration) may increase Work-timer duration may increase Total talk time may change depending on the above adjustments Affected reports: Agent by Device reports Agent (Group) Performance by Period Device by Device reports Extension (Group) performance by Period Queue (Group) Performance by Period Queue Spectrum by Period Agent Event reports
252125	Description: Previously, the MiCC software did not correctly recognize queue devices in clustered environments where the digits dialed were presented in SMDR as CEID PNI. We now recognize the queue in SMDR when presented in the CEID PNI format. This may cause significant changes for customers using clustered environment. Modified stats: ACD (count, duration, time to answer, abandoned, offered) may increase Non-ACD (count, duration, time to answer) may decrease Affected reports: Trunk Performance reports Queue (Group) Performance reports Queue Spectrum by Period Device by Queue reports Extension (Group) Performance reports
253248	Description: Device states were pegged incorrectly after hot-desking user extensions made a call to each other and then set their status to DND. Now this scenario handles DND state and this results in DND counters change. Modified stats: DND count may increase DND duration may increase Make Busy count may increase Affected reports: Agent (Group) Performance reports Queue (Group) Performance by Period
254163	Description: Callback requests were being double-pegged in reports. These changes improve handled and offered calls, including internal answered, external answered, abandoned calls and interflowed calls. Modified stats: Answered count may decrease Offered count may decrease ACD count (internal, external) may decrease Short ACD count may decrease Affected reports: Queue (Group) Performance by Period Queue Spectrum by Period
255333	Description: In some scenarios the Answer Time was being calculated incorrectly for requeued calls. Thes values changed for requeued calls only. Whether the value increases or decreases depends on the actual answer time. Modified stats: All call counts Affected reports: Queue Spectrum by Period
256819	Description: This change set fixes the scenario with a requeued call being incorrectly pegged as a Short Abandon. Offered count increases as well, since Offered includes Abandoned calls but does not include Short Abandoned. Modified stats: Abandoned (count total time) may increase Sort Abandoned may decrease Offered may increase Affected reports: Queue (Group) Performance by Period
256780	Description: Some calls to IVR were being pegged incorrectly when SMDR records were received out of order. The crediting logic has been updated to account for this scenario. Modified stats: Offered to IVR may increase Terminated in IVR may increase Affected reports: IVR DNIS Performance reports
258587	Description: MiTAI processing logic was improved to ensure that we update call details more accurately. Modified stats: Maximum time to answer may decrease Queue spectrum counts may increase Affected reports: Agent by Device reports Queue Spectrum by Period
259645/258916	Description: Worktimer events were being credited incorrectly in certain call scenarios. For example, if an agent receives an ACD call, ends that call, inputs a classification code, then while still in worktimer made an outbound call the classification code would be pegged to the outbound portion in error. Modified stats: Duration may decrease Time to answer may increase Outbound and total counts may decrease Outbound and total duration may decrease ACD count may increase ACD duration may increase ACD count with account code may increase Affected reports: Lifecycle reports Call Accounting Trace reports Account Code Performance by period Agent by Account Code reports Extension by Account Code reports Agent Performance by Period reports Extension Performance by Period reports
259646	Description: In some cases Make Busy records associated with the Multimedia Overloaded state would be processed in an incorrect order, causing inaccurate Make Busy pegging. This behavior has been corrected. Modified stats: Idle duration may change (either increase or decrease) Make Busy Count may decrease System Make Busy Count may decrease System Make Busy duration may decrease Affected reports: Multimedia Agent Performance reports Multimedia Agent Event reports Agent by Device reports

CHANGES IN VERSION 7.1.2.1

The following table describes reporting changes to be expected when upgrading from Version 7.1.2.0 to Version 7.1.2.1.

Tracking Number	Description
245266	Description: ACD calls that were conferenced were double pegging in Agent Performance by Period reports. Conference calls will now not be ACD pegged if there's already ACD call associated. Modified stats: ACD count decreased Affected reports: Agent (Group) Performance by period
244654	Description: In instances where same call had both ACD answered and unanswered events from the IVR extension records, we credited both which resulted in ACD double pegging. This is only observable with the HandleInternalAbandonAcdWithFullDigitsDialedAsAnswered option set to true (which is not default). Modified stats: ACD count decreased Affected reports: Queue (Group) Performance by Period
244729	Description: Some system routing events were causing errors in pegging calls during conference scenarios. Modified stats: Handled calls Affected reports: Agent (Group) Performance reports Queue (Group) Performance reports
244780	Description: Calls transferred to a RAD will no longer be considered abandon calls. Modified stats: Abandon count may decrease Total time to abandon may decrease Total time to answer may increase Service count may decrease Calls offered may decrease Total calls may decrease Affected reports: Queue Performance reports Queue Abandon Spectrum Queue Abandon vs Answer comparison

CHANGES IN VERSION 7.1.2.0

The following table describes reporting changes to be expected when upgrading from Version 7.1.1.1 to Version 7.1.2.0.

Tracking Number	Description
242860	Description: Classification codes entered during transferred calls will now be costed in Business Reporter reports. Modified Stats: Account code count Affected Reports: Account Code Accounting by Account Code Account Code Accounting by Interval Account Code Accounting Trace Extension and Extension group Accounting by Account Code Employee and Employee Group Accounting by Account Code Subscriber and Subscriber Group Accounting by Account Code Employee and Employee Group Billing by Account Code Subscriber and Subscriber Group Billing by Account Code
229464	Description: In the Extension Now real-time monitor after a call transfer, Non ACD time was being pegged instead of ACD time for extensions which were not part of any Ring Groups. Modified Statistics: ACD time will increase, and Non ACD time will decrease. Affected Reports: Queue Performance reports Extension Performance reports Trace reports NOTE: This behavior is configurable using the manual configuration setting CreditTransferredACDCallsAsACDForAllTransferredSegments
238795	Description: The Agent Short Outbound statistic was not used. Modified Statistics: The Short Outbound count will increase, Outbound count will decrease. Affected Reports: Agent Performance by Period Agent Group Performance by Period NOTE: The counts for Outbound and Short Outbound have been split into individual columns, however currently the outbound handling time still includes both.
165007	Description: The Agent Performance By Period report was sometimes showing more ACD calls than an Agent Event by Period report. Modified Statistics: ACD count may decrease in Performance tables, and increase in Device by Device tables. Affected Reports: Agent Performance reports Extension Performance reports NOTE: This discrepancy was seen in environments with resilient queues, and may not affect all sites.
240379	Description: In an Agent State real-time monitor, some agents would be displayed as a Non ACD state when they were actually Idle. Modified Statistics: Agent state will show accurately when Idle. Affected Reports: Agent State by Time Agent State by Position Agent State by Time by Queue

CHANGES IN VERSION 7.1.1.1

There were no statistical changes implemented in Version 7.1.1.1.

CHANGES IN VERSION 7.1.1.0

The following table describes reporting changes to be expected when upgrading from Version 7.1.0.0 to Version 7.1.1.0.

Tracking Number	Description
218022	Not all Make Busy codes were being correctly pegged if set or removed while the line was in a ringing state. This race condition has been addressed to improve report accuracy. Reports affected: Agent Shift reports Queue Performance reports Statistics affected: Increase in Make Busy durations Decrease in Ringing counts and durations
231780	Improved DNIS crediting logic has been implemented. Previously, some long calls were double-pegged, or incorrectly pegged as non-ACD in error. This occurred for calls regardless of the SMDR Reorder Buffer setting. Reports affected: All DNIS reports Statistics affected: ACD counts Non-ACD counts
232419	Some calls were not represented in Lifecycle reports when run against the DNIS device type. The call linking for internal records was enhanced to correct this. Reports affected: Lifecycle reports Statistics affected: All Lifecycle reports have more accurate linking Duration and TimeToAnswer statistics are more accurate
232424	The Average Wait Time was not being averaged correctly. Calculations were adjusted to properly account for timing when requeues take place. Reports affected: Queue reports Trunk reports Statistics affected: TimeToAbandon and TimeToAnswer may increase slightly (1% or less expected) Service count may decrease slightly
234674	Calls were not being correctly pegged as ACD when they were generated by an outbound dialer. This crediting error occurred with a specific scenario where the call started with an internal unanswered record. Reports affected: Queue reports Statistics affected: Increased ACD count (Less than 1% change expected)

CHANGES IN VERSION 7.1.0.1

There were no statistical changes in Version 7.1.0.1.

Detailed Release Notes - 8.0.0.0

August 16, 2016, 11:04 pm

≫ Next: 8.1 - Calling in for support requires your ARID

≪ Previous: Release over release statistical changes for 7.1.X.X

$

0

0

 Article ID: 52411 - Last Review: August 17, 2016

INFORMATION

The attached document contains the Detailed ReleaseNotes for MiContact Center Version 8.0.0.0. 

 

APPLIES TO

8.0.0.0

Keywords: DRN Detailed ReleaseNotes 8.0.0.0

8.1 - Calling in for support requires your ARID

August 18, 2016, 2:47 am

≫ Next: 7.X to 8.X side-by-side migration process

≪ Previous: Detailed Release Notes - 8.0.0.0

$

0

0

Article ID: 52478 - Last Review: August 18, 2016

INFORMATION

When calling for support on an 8.1 migrated site, the IVR will require your ARID from the AMC licensing server instead of your 8.0 and earlier SiteKey.

This can be found by VAR personnel by logging into AMC.

For end users, if your server has been upgraded to 8.1, you can go to CCMWeb > Help > About your Mitel Applications.  Your ARID will be listed as the Software site key.

APPLIES TO

MiCC 8.1 and newer 

Keywords: ARID support IVR

---

7.X to 8.X side-by-side migration process

August 22, 2016, 9:54 pm

≫ Next: Citrix Products and Supported versions

≪ Previous: 8.1 - Calling in for support requires your ARID

$

0

0

Article ID: 52480 - Last Review: August 23, 2016

INFORMATION

In some cases you may wish to perform a side-by-side migration from an older 7.X server to a new 8.X server.  The attached document contains our best practices for doing so, including migration of multimedia content.

NOTE:  When performing a side-by-side migration you must ensure that you either use a demo license until you are ready to cut over, or acquire a demo license key for the migration.  Do not use your live server's installation key, as the migration to 8 may impact your live server. 

APPLIES TO

MiCC 8.X 

Keywords: migration side by side

Citrix Products and Supported versions

August 23, 2016, 11:39 pm

≫ Next: 8.X - Installation fails with a Checksum error

≪ Previous: 7.X to 8.X side-by-side migration process

$

0

0

Article ID: 51779 - Last Review: August 24, 2016

INFORMATION

The following chart outlines supported Citrix products and the corresponding supported versions and prairieFyre releases. Please contact prairieFyre Customer Support for further information.

Citrix Product	Supported Version	Supported in pF Release*	Products Supported**
Citrix XenApp	7.7	8.1 GA	Contact Center Client (No Softphone), YourSite Explorer, Contact Center Management Website, Ignite (No drag and drop functionality),  MiCollab Client Softphone
Citrix XenApp	7.6	8.0 GA	Contact Center Client (No Softphone), YourSite Explorer, Contact Center Management Website, Ignite (No drag and drop functionality),  MiCollab Client Softphone
Citrix XenApp	6.5	7.1.3.0	Contact Center Client (No Softphone), YourSite Explorer, Contact Center Management Website, Ignite (No drag and drop functionality)
Citrix XenDesktop	7.1 and 7.5	7.1.3.0	Contact Center Client (No Softphone), YourSite Explorer, Contact Center Management Website, Ignite (No drag and drop functionality)
Citrix XenApp	n/a	7.0 GA	Citrix XenApp virtualization was not validated in version 7.0.  Version validation s expected in Contact Center version 7.0.1.0
Citrix XenApp (Formerly Presentation Server)	5.5	6.0.0.0	Contact Center Client (No Softphone), YourSite Explorer, Contact Center Management Website
Citrix XenApp (Formerly Presentation Server)	6.0	6.0.0.1	Contact Center Client (No Softphone), YourSite Explorer, Contact Center Management Website
Citrix XenApp (Formerly Presentation Server)	6.5	Future support possible in 7.0****
Citrix XenServer	N/A	N/A	Currently Unsupported***
Citrix XenClient	N/A	N/A	Currently Unsupported***
Citrix VDI-in-a-box	N/A	N/A	Currently Unsupported***

  * Supported as of this release number, it is always recommended to remain current on the latest shipping service pack and fix pack.
** See the Contact Center Solutions Systems Engineering Guide for product notes and requirements for configuration
*** While unsupported, customers may deploy these solutions after extensive testing in a development environment. PF is not obligated to troubleshoot or release fixes for issues relating to this product.
**** Support is only under consideration and may be deferred to a later release

APPLIES TO

CCM 6.0 or newer 

Keywords: Citric support product version

8.X - Installation fails with a Checksum error

August 25, 2016, 8:49 pm

≫ Next: ALM0049 - Listener Offline

≪ Previous: Citrix Products and Supported versions

$

0

0

Article ID: 52481 - Last Review: August 25, 2016

PROBLEM

The installation of a pre-requisite component fails. This can occur on the MiContact Center server or a Client installation.

SYMPTOMS

Chocolatey reports an error like the following:

ERROR: Empty checksums are no longer allowed by default.  Please ask the maintainer to add checksums to this package.  In the meantime, if you need this package to work correctly, please enable the feature allowEmptyChecksums or provide the runtime switch --allowEmptyChecksums 

WORKAROUND

1. Leave the MiCC Installer Open.
2. Open a command prompt As Admin.
3. Run the following command:  cup chocolatey --force
4. Run the following command:  choco feature enable -n allowemptychecksums
5. Click Retry on the MiCC Installer.

APPLIES TO

MiCC 8.X 

Keywords: install installation checksum chocolatey

ALM0049 - Listener Offline

August 25, 2016, 10:51 pm

≫ Next: ALM0083 - Standardized Call ID Format

≪ Previous: 8.X - Installation fails with a Checksum error

$

0

0

Article ID: 51542 - Last Review: August 26, 2016

DESCRIPTION

This alarm indicates that a prairieFyre SIP Listener service on a front end server has stopped running or has lost connection to the Enterprise Router. 

SEVERITY

Major 

IMPACT

Screen pop, ANI DNIS routing, queue resiliency will not function.

TROUBLESHOOTING STEPS

1. Determine how many front end servers are being used.
2. Locate the front end servers.
3. On each server go to Start =>Run and type services.msc then hit Enter
4. Verify the prairieFyre SIP Listener service is running
5. Verify the server has a connection to the network.
 

APPLIES TO

CCM 6.1 

Keywords: Listener Offline

ALM0083 - Standardized Call ID Format

August 25, 2016, 10:52 pm

≫ Next: ALM0107 - OAI Data link is down

≪ Previous: ALM0049 - Listener Offline

$

0

0

Article ID: 51530 - Last Review: August 26, 2016

DESCRIPTION

Standardized Call ID Format is set to "No" on the PBX.

Select "Yes" to enable standardized call ID format functionality. The Standardized Network OLI option must also be enabled. 

SEVERITY

Minor 

IMPACT

This option must be set to "Yes" in order to populate the Call ID and Associated Call ID fields in SMDR. Mitel uses this information to link records across a clustered PBX environment. 

TROUBLESHOOTING STEPS

1. Open the 3300 ESM.
2. On the left, click on System Properties =>System Feature Settings =>SMDR Options.
3. Click Change.
4. Set Standardized Call ID Format to Yes.
5. Click Save.

NOTE: This alarm will need to be cleared manually by going to YourSite Explorer and clicking on Alarms.  Select the alarm in question and click the Snooze button.

APPLIES TO

CCM 6.0 SP1 

Keywords: Standardized Call ID Format

ALM0107 - OAI Data link is down

August 25, 2016, 10:53 pm

≫ Next: CCM Build Versions

≪ Previous: ALM0083 - Standardized Call ID Format

$

0

0

Article ID: 51665 - Last Review: August 26, 2016

DESCRIPTION

Alarm indicates communication problems between the MiCC server and the Inter-tel PBX. When this occurs, SMDR and ACD data links will also be down.

SEVERITY

Critical 

IMPACT

No data is being collected from the Media Server 

TROUBLESHOOTING STEPS

Follow normal data collection troubleshooting.  More information can be found in the following knowledgebase article:

http://micc.mitel.com/kb/TroubleshooterGuide50571.aspx

APPLIES TO

CCM 6.0 SP1 FP1 

Keywords: ALM0107 OAI Data link down data collection

CCM Build Versions

August 30, 2016, 1:40 am

≫ Next: 8.1 - Removing MSG files to save space (limitations)

≪ Previous: ALM0107 - OAI Data link is down

$

0

0

Article ID: 51035 - Last Review: August 30, 2016

SUMMARY

The table below shows each CCM version (eg: 6.0.2.1), its build number (6.0.03083.1), and its release date.

Friendly Name	Build Version	Date Released
4.4	-	-
4.5 SP5	4.5.5.97	-
4.5 S65	4.5.6.8	-
5.0 GA	5.0.05046.0	May 4, 2006
5.0 SP1	5.0.05256.2	May 25, 2006
5.0 SP2	5.0.06266.0	June 26, 2006
5.1 GA	5.1.07216.0	July 21, 2006
5.1 SP1	5.1.09186.0	September 18, 2006
5.1 SP2	5.1.11166.0	November 16, 2006
5.1 SP3	5.1.01187.3	February 2, 2007
5.1 SP4	5.1.04027.1	April 11, 2007
5.2 GA	5.2.03127.2	March 19, 2007
5.2 SP1	5.2.05257.1	May 29, 2007
5.3 GA	5.3.07267.6	August 9, 2007
5.3 SP1	5.3.09047.1	September 7, 2007
5.3 SP2	5.3.11137.2	November 16, 2007
5.3 SP3	5.3.01258.3	January 28, 2008
5.4 GA	5.4.04178.1	April 30, 2008
5.4 SP2	5.4.09048.1	September 9, 2008
5.5 GA	5.5.10108.2	October 17, 2008
5.5 SP1	5.5.01209.2	January 23, 2009
5.5 SP2	5.5.03209.2	March 31, 2009
5.5 SP3	5.5.06249.2	June 25, 2009
5.6 CI	5.6.09109.3	September 15, 2009
5.6 GA	5.6.10209.1	October 27, 2009
5.7 GA	5.7.03150.1	August 6, 2010
5.7 SP1	5.7.07200.2	August 6, 2010
5.8.0.0	5.8.02021.1	February 15, 2011
5.8.0.1	5.8.02141.3	March 7, 2011
5.8.0.2	5.8.03151.2	April 1, 2011
5.8.0.3	5.8.04181.1	May 16, 2011
5.8.0.4	5.8.05171.1	June 3, 2011
5.8.0.5	5.8.06131.1	July 5, 2011
5.8.0.6	5.8.08151.1	September 2, 2011
5.8.0.7	5.8.11111.1	December 1, 2011
5.8.0.8	5.8.03282.2	April 4, 2012
5.8.0.9	5.8.05152.1	May 18, 2012
6.0.0.0	6.0.11011.1	November 30, 2011
6.0.0.1	6.0.02062.1	February 9, 2012
6.0.0.2	6.0.04132.1	April 17, 2012
6.0.0.3	6.0.05092.1	May 15, 2012
6.0.0.4	6.0.07112.2	June 16, 2012
6.0.1	6.0.09212.1	September 14, 2012
6.0.1.1	6.0.10102.2	October 31, 2012
6.0.2	6.0.12102.1	December 10, 2012
6.0.2.1	6.0.03083.1	March 13, 2013
6.0.2.2	6.0.05173.1	May 24, 2013
6.0.2.2_Rev2	6.0.06033.1	June 7, 2013
6.0.2.3	6.0.10223.1	November 4, 2013
6.0.3.0	6.0.03144.1	March 31, 2014
7.0.0.0	7.0.01244.1	February 10, 2014
7.0.0.2	7.0.03214.1	April 9, 2014
7.0.1.0	7.0.05134.1	May 17, 2014
7.1.0.0	7.1.08214.3	September 4, 2014
7.1.0.1	7.1.10174.1	October 16, 2014
7.1.1.0	7.1.11264.1	December 12, 2014
7.1.1.1	7.1.01125.1	January 30, 2015
7.1.2.0	7.1.02275.1	March 31, 2015
7.1.2.1	7.1.04175.2	May 20, 2015
7.1.3.0	7.1.07135.1	August 31, 2015
7.1.3.1	7.1.10015.1	October 16, 2015
7.1.3.2	7.1.02086.2	March 14, 2016
8.0.0.0	8.0.12115.1	December 15, 2015
8.0.0.1	8.0.02016.1	February 24, 2016
8.0.1.0	8.0.04206.1	April 25, 2016
8.0.1.1	8.0.06066.1	June 29, 2016
8.1.0.0	8.1.06276.1	July 28, 2016

Keywords: 

ccm contact center management build version numbers

---

8.1 - Removing MSG files to save space (limitations)

August 31, 2016, 3:32 am

≫ Next: HowTo - Enabling SNMP Agent for alarms

≪ Previous: CCM Build Versions

$

0

0

Article ID: 52482 - Last Review: August 31, 2016

PROBLEM

You are looking to free up some space on the MiCC server by removing old MSG files from the DataDirectory.  In MiCC Version 8.0 or older this must not be done, or you will generate a number of errors. 

INFORMATION

Msg files are still required for draft emails(because we can't send emails without them). This is why we recommend not deleting recent msg files (the probabilities of having old drafts in a dynamic contact center are slim to none).
When manually deleting msg files, you can identify old files thanks to the folder structure, for example files stored in the following folder were created in April 2016:
"Mitel\MiContact Center\DataDirectory\SearchStorage\a4ad37ca-f8fe-4abc-b8b9-942f97817350\2016\4"

When msg files are removed from the disk, MiCC will do its best to reconstruct the emails using previously indexed information if users finds them in Ignite. Most of the emails' content can be restored that way, with a few notable exceptions:

• Embedded images will not show up. You will see a broken image icon instead. For example, instead of seeing this:
  
        
  
  
  You will see this:
  
       
  
• Non-indexed attachments (all attachments that are not word, pdf, excel or text files, such as images or powerpoint files for example) will not be viewable (users won't be able to click-open them) because we don't index their content: we only index the attachment name, extension and size. They will be presented with a ".deleted" extension.
• Indexed attachments (word, pdf, excel or text files) will show with a ".txt" extension (".pdf" will become ".pdf.txt" for example, ".txt" will remain ".txt") and users will be able to see their content in a text format instead of the original format. Please note that password protected attachments are not indexed and therefore cannot be seen in text format.

Because of the exceptions above, we recommend backing up those msg files on an external disk as much as possible (in case you need to access the missing information). If you don't have external disk space available for back up, it is still technically possible (but harder) to access the email information directly from the mail server.

If you have external hard drives you can archive the msg files to, you can also contact Mitel Technical support so we can "archive" them for you. There's currenly no built-in "archiving" functionality, but our support technician can use a specialized support tool to archive msg files. This tool will notify our indexer of where the files have been moved, so Ignite can find them in the new location and show them in their "intact" form (i.e with all original embedded images and attachments in their native formats).

APPLIES TO

MiCC 8.1 

Keywords: MSG remove archive

HowTo - Enabling SNMP Agent for alarms

September 5, 2016, 9:25 pm

≫ Next: 8.X - Templates stored on a remote location are not accessible from Ignite

≪ Previous: 8.1 - Removing MSG files to save space (limitations)

$

0

0

Article ID: 52296 - Last Review: September 6, 2016

INFORMATION

MiContact Center includes an SNMP agent that enables you to monitor MiContact Center alarms through an SNMP manager. MiContact Center SNMP agent integrates with the Windows SNMP service and requires that a Windows SNMP Service be added and configured on the Enterprise Server.

The MiContact Center SNMP agent is primarily configured for traps only, but also responds to Get-request messages for trap messages.

SNMP Agent provides information on nine categories of alarms:

• General Category Alarm
• Data Collection Alarms
• Server Resource Alarm
• Communication Alarm
• License Violation Alarm
• IVR Alarm
• Reporting Alarm
• Performance Alarm
• Configuration Alarm

The value reported for each alarm category is the highest severity of alarm currently triggered in that category.

 

CONFIGURING WINDOWS SNMP SERVICE

MiContact Center and Business Reporter requires the use of the Windows SNMP service for the MiContact Center SNMP agent.

The following procedures outlines how to:

• Install the Windows SNMP services (Windows Server 2008 R2 and Windows Server 2012 and 2012 R2)
• Configure Windows SNMP service for the SNMP agent

To install the Windows SNMP services (Windows Server 2008 R2)

1. Start the Server Manager.
2. Under Features Summary, click Add Features.

• The Add Features Wizard opens.

Select the following services:

• SNMP Services
• SNMP Service
• SNMP WMI Provider

Click Next.

Click Install.

Click Close.

To install the Windows SNMP services (Windows Server 2012 and 2012 R2)

1. Start the Server Manager.
2. Click Manage =>Add Roles and Features.

• The Add Roles and Features Wizard opens.

Select Role-based or feature-based installation and click Next.

Select Select a server from the server pool and select the Enterprise Server.

Click Next.

Click Next.

Select the following services:

• SNMP Service
• SNMP WMI Provider

Click Add Features.

Click Next.

Click Install.

Click Close.

To configure Windows SNMP service for the SNMP agent

1. If you do not have SNMP Service installed on your server, install it using the Add/Remove Program, Add Features, or Add roles and features function of your Window server.
2. After the installation has completed, navigate to Services.
3. Right-click on SNMP and select Properties.
4. Select the Traps tab.
5. Under Community name, type a community name, such as Public, and click Add to list.
6. Under Trap destinations:, click Add.
7. Under Host name, IP or UPX address:, type the destination for MiContact Center SNMP Agent traps.
8. Click Add.
9. Select the Security tab.
10. Click Add.
11. In the Community rights drop-down list, select READ WRITE.
12. Under Community name:, type Public.
13. Select the Log On tab.
14. Under Log on as:, select Local System Account.
15. Click OK.

• NOTE: After setting up your SNMP Agent, it is recommended you test it using an appropriate tool to confirm that it has been configured correctly.

 

SNMP MIB SUMMARY

Table 1 and Table 2 summarize object information from the MIB. The MIB is located in <drive>/CCM/Services/MaintenanceAlarmDispatcher/Snmp.

Table 1: prairieFyre sub-tree

Object Type	Object Identifier
enterpriseAlarms	prairieFyre 1
enterpriseAlarms	prairieFyre 2
enterpriseAlarms	prairieFyre 3

Object Type	Syntax Integer	Max Access	Description	Object Identifier
manufacturer	manufacturer	read-only	Mitel Networks Contact Center Suite	enterpriseAlarms 1
overridingSystemAlarm	unknownAlarm(0) noAlarm(1) minorAlarm(2) majorAlarm(3) criticalAlarm(4)	read-only	This is the cumulative total of all reporting active alarms and should be viewed as the overriding alarm state that the Mitel suite is now reporting.	enterpriseAlarms 2
generalCatagoryAlarm	unknownAlarm(0) noAlarm(1) minorAlarm(2) majorAlarm(3) criticalAlarm(4)	read-only	When a software entity raises an alarm not covered in the following list then it is categorized as a general alarm.	enterpriseAlarms 3
dataCollectionAlarm	unknownAlarm(0) noAlarm(1) minorAlarm(2) majorAlarm(3) criticalAlarm(4)	read-only	One of the Media Controller Data Link Connections within the Mitel Enterprise is offline. This could be a connection to a PBX or an email server or some other controller of a media transaction that is configured to be connected to the Mitel suite.	enterpriseAlarms 4
serverResourceAlarm	unknownAlarm(0) noAlarm(1) minorAlarm(2) majorAlarm(3) criticalAlarm(4)	read-only	One or more software services in the Mitel suite is reporting an unusual consumption of computer resources. This may a result of an exceptionally high CPU consumption or running low on physical memory, for example. This may require a service restart to resolve.	enterpriseAlarms 5
communicationsAlarm	unknownAlarm(0) noAlarm(1) minorAlarm(2) majorAlarm(3) criticalAlarm(4)	read-only	One or more service endpoints is reporting an error in its control channel with an associated endpoint. This may be a socket or WCF channel or may be an MSMQ error that is preventing normal process flow in the Mitel software suite.	enterpriseAlarms 6
licenseViolationAlarm	unknownAlarm(0) noAlarm(1) minorAlarm(2) majorAlarm(3) criticalAlarm(4)	read-only	The prairieFyre Enterprise Licensing Manager is reporting that the installation is violating or has attempted to exceed enforced license limits for their installation. This may be configuring the YSE services for features or capacity they have not purchased.	enterpriseAlarms 7
ivrAlarm	unknownAlarm(0) noAlarm(1) minorAlarm(2) majorAlarm(3) criticalAlarm(4)	read-only	The Routing services for IVR Routing are reporting an alarm, which may be due to media ports being out of service or an inability to load a workflow.	enterpriseAlarms 8
reportingAlarm	unknownAlarm(0) noAlarm(1) minorAlarm(2) majorAlarm(3) criticalAlarm(4)	read-only	The reporting engine is reporting an error that implies it cannot generate a requested report due to a system inoperability error. This may be a corrupt report template or could be a transaction error on the retrieval of SQL data to fill the report.	enterpriseAlarms 9
performanceAlarm	unknownAlarm(0) noAlarm(1) minorAlarm(2) majorAlarm(3) criticalAlarm(4)	read-only	One or more of the service endpoints in the Mitel suite is reporting an overload condition.
configurationAlarm	unknownAlarm(0) noAlarm(1) minorAlarm(2) majorAlarm(3) criticalAlarm(4)	read-only	One or more of the service endpoints in the Mitel suite is reporting an error when loading configuration data.

 

MiContact Center Version 8.X.X.X

In MiContact Center Version 8.X the MiB file was not shipped with the software.  In order to use SNMP you will need to do the following:
1. Download the attached file
2. Unzip the PRAIRIEFYRE-MIB.ZIP file
3. Copy the PRAIRIEFYRE-MIB.MIB file to [InstallDir]\MiContact Center\Services\MaintenanceAlarmDispatcher\Snmp\ .

APPLIES TO

MiCC Version 6.0.2.3 and newer 

Keywords: SNMP agent alarms enable enabling

8.X - Templates stored on a remote location are not accessible from Ignite

September 6, 2016, 12:02 am

≫ Next: Unable to create a Support Package when EDGE is the default browser

≪ Previous: HowTo - Enabling SNMP Agent for alarms

$

0

0

Article ID: 52484 - Last Review: September 6, 2016

PROBLEM

In YourSite Explorer you have configured Reply Templates location to a remote server.  Ignite is unable to access the templates.

SYMPTOMS

CCMWa logs show a permissions error. 

RESOLUTION

There are two ways to resolve this issue.

• Store the templates on a folder local to the MiContact Center server software.
• Correct the CCMWa and MCCWa application pools to authenticate using a username with sufficient permissions to access the remote location.

APPLIES TO

MiCC 8.X and newer 

Keywords: template templates remote location server ignite

Unable to create a Support Package when EDGE is the default browser

September 6, 2016, 12:03 am

≫ Next: Multimedia - Templates containing accented characters must be saved as ITF-8

≪ Previous: 8.X - Templates stored on a remote location are not accessible from Ignite

$

0

0

Article ID: 52483 - Last Review: , 2016

PROBLEM

On a system where Microsoft EDGE is the default web browser you are unable to save a support package. 

SYMPTOMS

The support package wizard will return the error: The support package may have failed because it was too large to be created on a client computer. Please create the package on the server. 

CAUSE

EDGE has extra security which blocks certain activities if User Access Control (UAC) is disabled. 

RESOLUTION

There are two ways to work around this issue:

• Enable UAC (only recommended in MiCC Version 8.1 or newer)
• Set a different default web browser on the system (recommended)

 

APPLIES TO

MiCC All versions 

Keywords: support package error edge

Multimedia - Templates containing accented characters must be saved as ITF-8

September 6, 2016, 12:54 am

≫ Next: Multimedia - BCC variable not always populated

≪ Previous: Unable to create a Support Package when EDGE is the default browser

$

0

0

Article ID: 52485 - Last Review: September 6, 2016

PROBLEM

A template saved in .TXT format is not displaying accented characters correctly.

RESOLUTION

By default most text editor such as notepad save in ANSI encoding.  In order to reliably display accented characters such as á or ó, you must use UTF-8.

1. Open your template in Notepad.
2. Click File =>Save As.
3. Click the Encoding dropdown at the bottom and select UTF-8.
4. Save.

APPLIES TO

MiCC 8.X and newer 

Keywords: accent accented characters template utf-8