INFORMATION

The BCC field on incoming emails is used with a variable within the MiContact Center system.  However, this will only be populated if your mail server explicitly sends the BCC portion of the envelope.  Standard email headers do not contain this information.

If your mail server sends the BCC information, we can use it in our variable.  Upon the writing of this article, it appears that Google mail servers do send this information, while Exchange does not by default. 

APPLIES TO

MiCC 7.X and newer 

PROBLEM

When upgrading from 6.0.3.0 to 8.X.X.X, the MiXML service may not update correctly.  The old version will show as 3.1.1.20. 

RESOLUTION

1. Go to the Control Panel >Programs and Features. 

APPLIES TO

MiCC 8.X and newer 

PROBLEM

After upgrading from MiCC 6.0.3.0 to 8.X.X.X, your Remote IVR is not functioning correctly. 

RESOLUTION

1. On the remote IVR server go to the CCMWeb site (http://[MiCC SERVER IP]/ccmweb) 
2. Go to Help >Software Downloads/Installations.
3. Download the Remote Server Pack.
4. Run the Remote Server Pack on the remote IVR and select the Repair option.

APPLIES TO

MiCC 8.X and newer 

PROBLEM

When you go to YourSite Explorer > Getting Started the Workforce Scheduling More Details link is broken. 

WORKAROUND

The files do exist on the server, however the landing page was renamed.  The correct URL format is below.

http://SERVERIP/CCMWeb/webforms/help/online_en/6100_ccs_Left.htm#CSHID=3|StartTopic=Content/Admin-Install/Configuring_Workforce_Scheduling.htm|SkinName=Global Skin 

RESOLUTION

This issue is resolved in MiContact Center Version 8.1.0.0.

APPLIES TO

MiCCC 8.0.X.X

INFORMATION

The attached document contains the Detailed Release Notes for MiContact Center for Skype Version 5.10.10.0

APPLIES TO

MiCC 5.10.10.0

INFORMATION

The attached document contains the Detailed Release Notes for MiContact Center Version 7.1.3.3

APPLIES TO

MiCC 7.1.3.3

PROBLEM

The Agent State by Time monitor does not have an option to show presence by agent group. 

RESOLUTION

This HotFix must be installed onto MiContact Center Version 7.1.3.3.

1. Download the attached KB366118.EXE file to the MiCC server.
2. Double-click the KB366118.EXE file and follow the on-screen prompts.
3. Wait for the repackager to finish (this can take up to 30 minutes).
4. Client machines will update automatically if the client applications are shut down, or when they are next restarted.

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 7.1.3.3 

SUMMARY

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

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

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

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

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

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

Description of Attachments

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

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

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

Table 1 - Unique Port List

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

Table 2 - Deployment Scenarios

CCM Enterprise Server

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

 

CCM Enterprise Serverwith IVR

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

CCM Enterprise withIVR & MCC

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

Remote ServerSoftware

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

Client Installations

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

Revision Notes:

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

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

PROBLEM

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 may 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. Also, error messages are being created in Outgoing Queues which have the old hostname. 

RESOLUTION

1. Purge the contents of each member of the Outgoing Queues in Message Queuing, as detailed in https://technet.microsoft.com/en-us/library/cc725569(v=ws.11).aspx

2. Restart the Message Queuing service

APPLIES TO

MiCC 7.X and newer 

INFORMATION

To enable CTI server capabilities, MiVoice Office 400 and MiVoice 5000 customers must install BluStar Server on the Enterprise Server, collocated with MiContact Center software. This article describes how to download and configure the BluStar Server for MiContact Center implementations.

We recommend you install BluStar Server prior to installing MiContact Center on the Enterprise Server. Once you have installed both the BluStar Server and MiContact Center software, you set your CTI Connection string on the media server in YourSite Explorer. See the BluStar Server documentation for content related specifically to the BluStar application.

NOTE: MiContact Center Version 8.1 requires BluStar Server Version 7.2.

Before downloading and installing the BluStar Server, you must enable the Application Server Role on the Enterprise Server.

Enabling the Application Server Role

To enable the Application Server Role:

1. From the MiContact Center Server, launch the Server Manager.
2. Select Add Roles and Features.
3. Navigate to the Server Roles page and select the check box beside Application Server.
4. Navigate to Application Server role services page and select the check box beside Web Server (IIS) Support.
5. When prompted to add additional features, click Add Features.
6. Navigate to the end and wait for the process to complete.

Downloading BluStar Server software

To download BluStar Server software:

1. Log on to the Enterprise Server with a Windows administrator account.

• The account must have full administrative privileges.

• Click I Agree [Download using Software Download Manager (Recommended)] to download using the Software Download Manager.
• Click I Agree [Download using HTTP] to download using your browser.
• NOTE: If you click I Disagree, you will be unable to download the software.

Setting up BluStar Server

To set up BluStar Server:

NOTE:

• The local SQL instance that is used by MiContact Center must have Mixed-mode Authentication enabled and the SA account must be enabled and configured with a password.
• If you use MiVoice Office A400, CSTA service must be enabled on the PBX. By default, this setting is turned off. In the MiVoice Office A400 Admin page, navigate to IP Network=>CSTA service, enable it, and click Apply.

1. On the BluStar Server Setup page, pick the relevant PBX and click Next.

APPLIES TO

MiCC 8.1.0.1 and newer with SIP 

PROBLEM

This HotFix addresses two problems:

1. While installing the client software onto a computer that is not networked directly to the MiContact Center server (will require an MBG connection), the installer stops at the Licensing screen and is unable to proceed. 

2. The installer returns a Checksum error during installation of Microsoft Visual Studio C++ Redistributable.

RESOLUTION

NOTE:  This issue is resolved in our 8.1.0.0 release. 

If you are unable to upgrade to 8.1.0.0, this HotFix will resolve it in an 8.0.1.0 environment.

1.  Download the attached KB366370.EXE file to the MiContact Center server.
2.  Double-click the KB366370.EXE file and follow the on-screen prompts.
3.  The server will automatically repackage the client and remote node installers.  This can take up to 30 minutes.

APPLIES TO

MiCC 8.0.1.0 

INFORMATION

Please be advised that the internal instant messaging functionality provided by the Mitel Contact Center Client has moved to a “Return to Service” support model. This means that best effort support will be provided to those who report issues with the instant messaging provided through the Contact Center Client, however all development will be dedicated to the new instant messaging option which uses the MiCollaboration Client integration instead.

Please see the attached bulletin for more information. 

APPLIES TO

MiCC 7.1 and newer 

PROBLEM

New deployments of client applications fail to login – Splash screen displays but will not login.  Ignite stuck at splash, CCC displays error.

SYMPTOMS

• For existing clients, newly added devices in YSE do not appear in client real-time monitors
• Changes to IVR Workflows not taking effect.

Error stack shown in Client logs:

Error forcing update
--- Start Exception Stack ---
System.ArgumentException: aPkeyValues must match table pkey types at prairieFyre.Framework.Common.Data.DataSetUtil.FindByPkey(DataTable aTable, Object[] aPkeyValues)

CAUSE

Server-side cache has become corrupt and this corrupt cache has propagated to client machines. 

RESOLUTION

1. On the Enterprise server, STOP the Configuration Service [MiContact Center Configuration Manager]
2. Purge the delete tracking table (as per resolution step 3 of this KB article: http://micc.mitel.com/kb/KnowledgebaseArticle51970.aspx)
    - this will ensure that when we rebuild the cache, it will be for all devices and to ensure there is no corrupt data in this table
3. Delete the DSYourSite cache on the SERVER, not the CLIENT (we need to ensure the "reference cache" gets rebuilt)
   - this cache made up of several files located by default in C:\ProgramData\pfdscache
   - make a new folder called "OLD" within pfdscache and move all the files that begin with CACHE[DS*.* to this OLD folder (DSYouSiteAnchors*, DSYourSite*, DSQueue*, DSEnterprise*, DSEmployee*, DSAgent*
   - do not move the LocationTree or PBX Cache files. 
4. START the configuration service
    - this will cause a new set of cache files to be created on the server
5. Under the TOOLs menu of YSE, chose RESET clients. This will cause all clients to purge their local cache copies and request a new set from the server. 
6. Wait 5 minutes and then attempt to login to a client machine that previously was not allowing you to login
                
NOTE: YSE Reset will affect only logged in (service registered) clients. For those not online during the reset, upon next launch, during the “Synchronizing Configuration Data” stage of the login they will detect the local cache is not the same as the server cache and cause the local cache to be updated. 

APPLIES TO

MiCC 8.0 and newer 

Article ID: 52335 - Last Review: September 30, 2016

INFORMATION

The MiContact Center installation routine can be run silently on either a new installation, or during repair installs. The purpose of this article is to provide information and guidance on installing silently, and how to perform silent repair installations. This article will cover Enterprise Server installations, Remote Server installations, and Client installations.

INTRODUCTION

The installer can be reached in one of two ways:

1. The initial installer MiContact Center extracted directory will contain a Setup.exe file
   Note: The Setup.exe will install the core installation components (Chocolatey and .NET 4.5) then pass the command line arguments to the MiCC.Installer.Core.exe
2. For previous installations, the MiCC.Installer.Core.exe will be used, and can be found in
   <Install Drive>\Program Files (x86)\Mitel\MiContact Center\PFInstaller\MiCC.Installer.Core.exe

At any point you can view thehelp information from the installation executable by running Setup.exe from the command line with the help command line switch. Help is accessible by using anyof the following switches (switches are not case sensitive):

• /h OR -h
• /? OR -?
• /help OR -help

The list of available installercommand line switches are:

• /silent OR /s
• /workflow=<WORKFLOW FILENAME> OR /w=<WORKFLOW FILENAME>
• /uninstall OR /u
• /path=<INSTALLATION PATH> OR /p=<INSTALLATION PATH>
• /features=<FEATURENAME,FEATURENAME> OR /f=<FEATURENAME,FEATURENAME>
• /username=<DOMAIN\USERNAME> OR /un=<DOMAIN\USERNAME>
• /password=<PASSWORD> OR /pw=<PASSWORD>
• /key=<SERIAL KEY> OR /k=<SERIAL KEY> *
• /authentication=<BASIC|WINDOWS> OR /a=<BASIC|WINDOWS> *
• /sqlusername=<USERNAME> OR /sqlun=<USERNAME> *
• /sqlpassword=<password> OR /sqlpw=<PASSWORD> *
• /sqlinstance=<INSTANCENAME> OR /sqli=<INSTANCENAME> *
• /SSL
• /country=<COUNTRY> *
• /timezone=<TIMEZONE-ID> OR /tzone=<TIMEZONE-ID> *
• /languagecode=<LANGUAGECODE> OR lcode=<LANGUAGECODE> *
• /updaterip=<IPADDRESS>
• /enterpriseip=<IPADDRESS>
• /role=<ROLE>

Note: Items marked with an asterisk (*) are available onthe Enterprise Server deployment only.

SWITCHDESCRIPTIONS

Detailed descriptions for each ofthe command line switches and their example usages follow. For sample installation scripts, please see EXAMPLES below.

/SILENT

The silent switch indicates tothe Setup executable that the program is being run from the command line, andwill not display the installation user interface. When using the silent command line switch you must pass a workflow to execute.

Example:

Setup.exe /workflow="Enterprise Server.deploy"

/WORKFLOW

The workflow switch is required to instruct the installer which workflow to follow. There are three available workflows based upon which installation you need to run, and one utility workflow. The installation workflows are:

• Enterprise Server.deploy
• Remote Server.deploy
• Client Component Pack.deploy

The utility workflow is available for Enterprise Servers if you need to update a license. This is useful if you installed with a demonstration license, and need to apply a serial key to the installation. This utility workflow is:

• Update License.deploy

By default only the Enterprise Server, and Update License workflow files are in the PFInstaller folder, in order to obtain the Remote Server or Client Component Pack workflow files, see the PFInstaller\Supplemental folder.

Example:

Setup.exe /silent/workflow="Enterprise Server.deploy"

/UNINSTALL

The uninstall switch is used when removing the installed software from the server or client. In order to uninstall you must specify the workflow that corresponds to the software deployment you need to uninstall. To determine the appropriate workflow, see/WORKFLOW.

Example:

Setup.exe /silent/workflow="Enterprise Server.deploy" /uninstall

/PATH

The path switch indicates to the installation where to deploy the application. The path switch allows for anexact location to be specified, or through the use of available windows environment variables.

Example:

Setup.exe /path="C:\Program Files (x86)\Mitel\MiContact Center"

/FEATURES

The features switch determines which features should be deployed, depending on which features you will use based on the deployment type and server usage. Some features may not be available based upon your purchased licenses. If you have not purchased a license for a feature specified during installation, it will not be enabled.

The list of features availablefor an Enterprise Server are:

• WorkforceScheduling
• IVRServices
• WorkforceManagement
• MultimediaFeatures
• OffboardAcdForVoice
• Wallboard
• SiteBasedSecurity

The list of features availablefor a Remote Server are:

• ContactCenterClient
• YourSiteExplorer
• IVRServices
• RemoteCollector
• MultimediaFeatures
• Wallboard
• ProxyUpdater

The list of features availablefor a Client are:

• Ignite
• ContactCenterClient
• FlexibleReporting
• ContactCenterSoftphone
• MiVoiceBorderGatewayConnector
• WorkforceScheduling
• YourSiteExplorer
• SalesforceConnector
• EmployeePortal

Example:

Setup.exe /features="IVRServices,MultimediaFeatures,Wallboard"

/USERNAME

The username switch is used to identify the Windows identity of the account you wish to use as the MiContactCenter service account. If using a domain account, you must specify the domain and username. If using a local system account, you must specify the machine name as the domain.

Example:

Setup.exe /username="MITEL\MiCC.Service"

Setup.exe /username="MICCPROD01\MiCC.Service"

/PASSWORD

The password switch is used inconjunction with the /USERNAME command switch and specifies the password for the Windows identity used for the MiContact Center service account.

Example:

Setup.exe /username="MITEL\MiCC.Service" /password="2Vl*^uJA"

/KEY

The key switch is required forEnterprise Server deployments if you wish to apply a purchased license uponinstallation. If no /KEY switch is used on a silent installation, a demonstration license will automatically be applied.

Example:

Setup.exe /key="ABCD1-BU476-ARU9Q-S4B24-BH8Q7-7"

/AUTHENTICATION

The authentication switchspecifies which authentication methodology to use for the MiContact Centerdeployment. There are two possible options for this switch depending on the behavior you wish to use:

• Windows
• Basic

The Windows option specifies toenable Windows Authentication.

The Basic option specifies to utilize MiContact Center Authentication.

Example:

Setup.exe /authentication=Windows

/SQLINAME

The sqliname switch specifies theSQL server and if required the name of the SQL instance to use for the MiContact Center databases. The command should be in the form of SERVERNAME\INSTANCE or if no instance name is required simply SERVERNAME.

Example:

Setup.exe /sqliname="SQLPROD01\MICC"

Setup.exe /sqliname="SQLPROD04"

/SQLAUTHENTICATION

The sqlauthentication flag indicates to the installer which method to use for the connection string when connecting to the specified SQL Server. This will depend on the configuration of your SQL Server, if Windows or Mixed Mode authentication is configured. The two parameters that can be passed for this switch are:

• Windows, for Windows Authentication
• SQL, for Mixed Mode - SQL based authentication

Example:

Setup.exe /sqlauthentication=windows

Setup.exe /sqlauthentication=sql

/SQLUSERNAME

Used in conjunction with theSQLAuthentication and SQLPassword flags, the sqlusername command line switch indicates the username to use when connecting to the specified SQL instance.The username is passed in one of two formats, depending on your specified authentication method:

• DOMAIN\USER, when using Windows Authentication
• USER, when using SQL based authentication

Example:

Setup.exe /sqlusername="MITEL\MiCC.Service"

Setup.exe /sqlusername="MiCCService"

/SQLPASSWORD

Used in conjunction with the SQLAuthentication and SQLUsername flags, the sqlpassword command line switch indicates the password that corresponds with the supplied username when connecting to the configured SQL instance.

Example:

Setup.exe /sqlpassword="2Vl*^uJA"

/SSL

The SSL flag indicates to the installer that this MiContact Center Enterprise will be configured to communicate and accept communications where applicable using SSL. When settingthis flag, the EnterpriseIP flag must contain an FQDN as opposed to an IP address.

Example:

Setup.exe /SSL

/ENTERPRISEIP

The enterpriseip command lineswitch indicates to the installer the IP address or FQDN of the MiContactCenter Enterprise server. When using the SSL flag, you must specify an FQDN in this field.

Example:

Setup.exe /enterpriseip="10.1.100.15"

Setup.exe /enterpriseip="MICCPROD01.Mitel.com"

/UPDATERIP

The updaterip command line switch is available for remote servers and client installations only. Specifying this flag and specifying an IP address or FQDN indicates to the Updater Service to download application and service updates from the specified Remote Server.

Example:

Setup.exe /updaterip="10.1.100.15"

Setup.exe /updaterip="MiCCPROD01.Mitel.com"

/COUNTRY

The country flag is used to determine the regional settings for the MiContact Center Enterprise Server. Ifthis value is not passed, the installer will default to "Canada".When specifying country you must use the full name of the country, not theshort form or international country code.

Common country names that can beutilized are:

• United States
• United Kingdom
• Canada
• Virgin Islands- U.S.
• Virgin Islands- British
• Germany
• Netherlands
• France

Example:

Setup.exe /country="United States"

Setup.exe /country="United Kingdom"

/TIMEZONE

The timezone flag indicates theID of the timezone that the server will reside in. If you do not specify thetime zone, the installation will automatically use the time zone of the system the software is being installed to. You should typically never need to set this option, however it is provided in the event it is required.

The most commonly used time zoneID's are:

• Pacific Standard Time
• Central Standard Time
• Eastern Standard Time
• UTC
• GMT Standard Time
• Middle East Standard Time
• AUS Eastern Standard Time

For a full list of available timezone ID's, please see the attached Timezones.xlsx

Example:

Setup.exe /timezone="Eastern Standard Time"

/LANGUAGECODE

The language code specifies tothe installer what the default MiContact Center language should be. This mustbe selected from the supported list of languages:

• zh-CN (Chinese Simplified)
• nl-NL (Dutch Netherlands)
• en-GB (English United Kingdom)
• En-US (English United States)
• Fr-CA (French Canadian)
• Fr-FR (French France)
• De-DE (German)
• It-IT (Italian)
• Pt-BR (Portuguese Brazil)
• Ru-RU (Russian)
• Es-CL (Spanish Chile)
• Es-ES (Spanish Spain)
• Sv-SE (Swedish)
• Nb-NO (Norwegian)

By passing the language code, the installer will set the default language for the Enterprise. If no language code is passed, the system will default to en-US.

Example:

Setup.exe /languagecode="en-US"

/ROLE

The role command line flag indicates the client role to install when deploying client applications. The role flag can be used to automatically create the shortcuts for applications based upon the role you select. This can be used in place or in conjunction with the /FEATURES flag on client installation. You can select one of the following roles:

• Supervisor
• Agent
• Administrator

Example:

Setup.exe /role=Agent

SAMPLEINSTALLATIONS

The following section outlines a few commonly used installation scenarios. Each scenario will describe the use case, and provide the full installation string to utilize. In your deployment some switches such as language, and country may be modified to meet your deployment needs.

BASIC ENTERPRISESERVER WITH BASIC AUTH AND LOCAL SQL

This installation will perform aninstallation of the MiContact Center Enterprise Server allowing features to be enabled based upon the license key. We are specifying a Windows Domain account for the services, and specifying to use basic MiContact Center authentication for client access. The local SQL Express server will use Windows Authentication. Finally, we are specifying that this Enterprise Server will use SSL and the Enterprise IP address will be configured using the FQDN of MICCPROD01.MITEL.COM

Setup.exe /silent /workflow="Enterprise Server.deploy" /username="MITEL\MiCC.Service" /password="2Vl*^uJA" /key="ABCD1-BU476-ARU9Q-S4B24-BH8Q7-7" /authentication="basic" /sqlauthentication="windows" /sqliname=".\SQLEXPRESS" /sqlusername="MITEL\MiCC.Service" /enterpriseip="MICCPROD01.MITEL.COM"

BASIC ENTERPRISESERVER WITH WINDOWS AUTH AND REMOTE SQL

This installation will perform aninstallation of the MiContact Center Enterprise Server allowing features to be enabled based upon the license key. We are specifying a Windows Domain accountas the service account, specifying to utilize Windows authentication for clientaccess, and Windows authentication for communicating with the SQL Server. TheSQL Server is remote, exists on SQLPROD04 and does not require an instancename, and the MiCC Service account will be used for communication. We do not need to specify the Windows password for the Windows Domain account because we're using Windows authentication. Finally, we are indicating that we will beusing SSL on this enterprise, and to configure the enterprise IP address as an FQDN of MiCCPROD01.MITEL.COM

Setup.exe /silent /workflow="Enterprise Server.deploy" /username="MITEL\MiCC.Service" /password="2Vl*^uJA" /key="ABCD1-BU476-ARU9Q-S4B24-BH8Q7-7"/authentication="windows" /sqlauthentication="windows" /sqliname="SQLPROD04" /sqlusername="MITEL\MiCC.Service" /ssl /enterpriseip="MICCPROD01.MITEL.COM"

ENTERPRISESERVER LICENSE KEY UPDATE

This setup command will silently update the Enterprise Server license key. This is achieved by specifying the Update License deployment workflow, and passing the license key using the key command line switch. This is particularly useful when an Enterprise has been deployed using a demonstration license, and you must apply the purchased license to the server.

Setup.exe /silent /workflow="Update License.deploy" /key="ABCD1-BU476-ARU9Q-S4B24-BH8Q7-7"

REMOTE SERVERWITH IVR SERVICES AND REMOTE UPDATE PROXY

This is a basic Remote Server installation with IVR Services and configuring the Remote Server to service application and service update requests from clients. We have specified the Remote Server workflow, and configured the service account username and password. Finally, we've determined that we will be using SSL to connect to the Enterprise Server, and specified the Enterprise Server IP address as the server FQDN.

Setup.exe /silent /workflow="Remote Server.deploy" /username="MITEL\MiCC.Service" /password="2Vl*^uJA" /features="YourSiteExplorer,IVRServices,ProxyUpdater" /SSL/enterpriseip="MICCPROD01.MITEL.COM"

BASIC CONTACTCENTER AGENT CLIENT INSTALLATION WITH ALTERNATE UPDATE LOCATION

This basic client installation will deploy the client component pack with the Ignite and Contact Center Client features enabled. We are specifying the Enterprise IP address as the FQDN of the MiContact Center server, and indicating we wish to use SSL for communication where applicable. Finally, we have specified an alternate download location for applications and services from the MICCREMOTE01 server.

Setup.exe /silent /workflow="Client Component Pack.deploy" /features="Ignite,ContactCenterClient" /enterpriseip="MICCPROD01.MITEL.COM" /SSL/updaterip="MICCREMOTE01.MITEL.COM"

Applies To: 8.0 and above

SUMMARY

In order to achieve proper functionality for real time and reporting of Ring Groups as part of the MiContact Center real time and reporting suite, the information contained with this article must be considered when planning a new MiVoice Business Ring Group deployment, or when modifying an existing Ring Group deployment to facilitate real time and reporting in MiContact Center. This article outlines class of service options, ring group configuration settings, and features and functionalities in MiVoice Business Ring Groups that are unsupported by MiContact Center, and may cause adverse behavior in real time and reporting. 


Class of Service Options

NOTE: These class of service options are recomended for all extensions, however starting in MiCC 8.X RingGroup peg from the MiTAI data stream.

In addition to those golden rule class of service options, as outlined here, you must ensure the following options are configured for sets  within Ring Groups, and for the Ring Groups themselves that are used in conjunction with MiContact Center:

• HCI/CTI/TAPI Call Control Allowed
• This option must be set to YES
• HCI/CTI/TAPI Monitor Allowed
• This option must be set to YES

• SMDR External
• This option must be set to YES
• SMDR Internal
• This option must be set to YES
• Group Presence Control
• This option must be set to YES
• Group Presence Third Party Control
• This option must be set to YES
  

Ring Group Configuration
When planning, or modifying, a ring group configuration the following items must be followed for proper real time and reporting:

1. You cannot configure network devices within a ring group. While the MiVoice Business controller will allow for the configuration and utilization of remote network sets within a ring group, MiContact Center does not support these network devices, and as such real time and reporting may be unavailable, or inaccurate.
2. Only prime line devices can be configured within a ring group (sets cannot be configured with key line appearances, secondary lines, multicall lines, etc.). While the MiVoice Business controller will allow for the configuration and utilization of sets that are configured with more than one line, these sets will not be accurately reported on in real time and historical reporting. Ensure each member of the ring group has only a prime line configured on the set.
3. Call Forwarding should not be utilized in Ring Group configuration as it can cause inaccuracies in historical reporting.

Real time issues are only evident when viewing statistics and events in Contact Center Client, Ignite, or current day reports (prior to the nightly summarization). Manual summarization, or summarization during the nightly maintenance routines shows the correct peg count on these statistics.

1. When calls are placed on hold, and ring back is enabled, once the ring back timer elapses and the set is ringing this causes a double peg for calls offered and handled by the set
2. Internal calls to a ring group that overflow due to ring or queue timers will show as abandoned calls in real time when they are expected to peg as an interflowed call
3. Internal calls to a ring group that overflow to a path and are subsequently answered by an ACD agent handling that path, will peg the ring group with an abandoned call, when the expected peg is an interflowed call

Additional Information
For additional assistance, information, or to report issues not outlined above please contact your Mitel authorized channel partner or MiContact Center support.

PROBLEM

The W3WP.EXE process is used to run application pools, and in some cases can accumulate a large memory footprint. 

RESOLUTION

In order to resolve this issue, we recommend resetting the application pools on a daily schedule.

APPLIES TO

6.X and 7.X 

PROBLEM

Installing Elasticsearch fails. 

SYMPTOMS

In the MiCC.Installer.Core logfile you will see a line like the following:

Info: 2016-Aug-10 07:18:35.999   Setting JAVA_HOME to C:\Program Files\Java\jre1.8.0_91     ()

RESOLUTION

Elasticsearch has stored a JAVA_HOME variable for itself, and it has not updated after a java version update.

1. Open regedit.exe
2. Go to reg key HKLM/SOFTWARE/Wow6432Node/Apache Software Foundation/Procrun 2.0/elasticsearch-service-x64/Parameters/Java
3. Look at the value [Jvm].  It will be something like c:\Program Files\Java\jre1.8.0_101\bin\server\jvm.dll
4. Replace the value with %JAVA_HOME%\bin\server\jvm.dll 

APPLIES TO

MiCC 8.X 

ABOUT

Traffic Analysis is an optional application to Call Accounting and Contact Center Solutions. Traffic Analysis works in conjunction with the SX-2000 and 3300 ICP telephone systems.
In order to have summarized data for Traffic Analysis reports you must wait until the nightly maintenance routine runs the summary. The data for these reports is derived from the traffic stream. Traffic Analysis reports are not available in real-time.
For detailed information about traffic reports, refer to the Mitel Call Accounting Reports Guide. Traffic reports provide call statistics on DTMF receivers, route lists, route plans, routes, and trunks. You can create the following on-demand and scheduled traffic reports:

•  Attendant Console Traffic by Period report
•  Attendants Traffic by Period
•  Attendant Group Traffic by Period
•  DTMF Receiver Group Traffic by Period
•  Route List Traffic by Period
•  Route Plan Traffic by Period
•  Route Traffic by Period
•  Trunk Traffic by Period
•  Trunk Busy Hour Traffic by Day of the Week
•  Trunk and Trunk Group Traffic Usage by Day of the Week
•  Trunk Group Outgoing Traffic by Period
•  Trunk Group Outgoing Traffic Usage by Day of the Week
•  Trunk Group Outgoing Busy Hour Traffic by Day of the Week

CONFIGURING TRAFFIC

Before you generate Traffic Analysis reports you must configure data collection for Traffic Analysis.
To configure data collection for Traffic Analysis

1. Set up the telephone systems to collect traffic data
2. Configure the media servers for traffic data collection

Setting up telephone systems to collect traffic data
You can collect traffic data from an SX-2000 telephone system using datasets or using FTP without datasets. You can collect traffic data from a 3300 ICP telephone system over TCP/IP.

Setting up the SX-2000 without datasets

NOTE: The SX-2000 is no longer supported as of Version 6.0 of MiContact Center.

Using FTP and VT100, you can collect traffic data from an SX-2000 telephone system without requiring datasets.
FTP traffic data collection consists of two parts.

1. VT100 Transport Agent
   The VT100 Transport Agent logs in to the maintenance port of the SX-2000 and issues commands to transfer traffic data via FTP to a pre-configured server. This operation occurs every two hours.
2. FTP data collection
   The FTP data collection then downloads the traffic data files from the FTP server to the Enterprise Server. This occurs during the summarize function.

1. .Net Collector opens a VT100 connection to the SX-2000 and issues transfer commands
2. SX-2000 sends traffic files to the pre-configured FTP server
3. The Summarize process downloads, merges and files traffic data to the Enterprise Server from the FTP server.
   See Figure 12-1.

Figure 12-1 SX-2000 architecture without datasets

Setting up the 3300 ICP
You must specify traffic data options on the 3300 ICP Traffic Options Assignment form in order to collect traffic data and produce reports with the Traffic Analysis application.

The Traffic Options Assignment form is a form-driven method to obtain time-based traffic reports on telephone system usage. You can generate reports that cover attendant usage, channel utilization, system activity, data station usage, delay to dial tone, extension-to-extension calls, feature usage, and trunk use.

NOTE:

• You can define up to six time slots.
• If the start and stop time are blank while the time slot is active, an error message is displayed when the commit operation is attempted; in this case, the changes will not be committed.
• No two traffic slot stops should be less than 5 minutes apart. This time is required for the system time to generate the previous report.
• Making changes to the data in this form and recommitting interrupts a traffic report that is running.
  

1. Log onto the 3300 ICP telephone system.
2. Browse to the Traffic Options Assignment form.
3. Click Change.
4. Configure the traffic options as described in Table 12-1.

Table 12-1 3300 ICP Traffic Options Assignment form

Assigning a port
You must assign a port to the 3300 ICP to output traffic data.
To enable traffic data output

1. Log on to the 3300 ICP telephone system.
2. Browse to Application Logical Port Assignment.
3. Select Traffic Report Port.
4. Click Change.
5. Under Port Physical Name, type LPR1.
6. Click Save.

1. Click Start=>Programs=>Accessories=>Communication=>Hyperterminal.
2. After Name, type Traffic.
3. Click OK.
4. After Host address, type the IP address of the 3300 ICP
5. After Port number, type 1754.
6. After Connect using, select TCP/IP.
7. Click OK.
8. Wait the interval time you selected in the Traffic Options Assignment, for example 15, 30 or 60 minutes. The traffic should then output to your screen.
9. After the output is complete, you can disconnect and close the hyper terminal window.

Configuring media servers
To verify the traffic collection for the 3300 ICP

1.  Open the YourSite Explorer
2.  Using an administrative user name and password, log on.
3.  Click Media Servers, on the left.
4.  Select the media server you wish to enable traffic reporting on.
5.  Click the Data Collection tab.
6.  Verify the Traffic Analysis check box is selected and the port is 1754.
7.  Wait 15 minutes for the first interval to complete.
8.  On the Enterprise Server, browse to [InstallDir]\CCM\DataDirectory\Node_0X.  This is the directory of the media server for which you configured traffic options.  NOTE: If you are uncertain which Node folder to check, check the media server in YourSite Explorer for it's Node ID.  You should see a new file with the following naming convention, TYYYYMMDD.txt. For example, T20110127.txt, where YYYY is the year, MM is the month, and DD is the day.
9.  Double-click the file to open it and view the traffic data.

APPLIES TO

CCM Versions 5.8 and newer

INFORMATION

The attached article contains the required gateway settings when using a SIP media server with MiContact Center 8.1.0.1 or newer.

In order to use this document, unzip the attached file and run the Settings.htm file to get started.

APPLIES TO

MiCC 8.1.0.1 and newer