PROBLEM

Some calls waiting in queue are not visible in the IVQ monitor, even though they display in QueueNow. 

RESOLUTION

This HotFix is to be installed onto MiContact Center Version 8.1.0.0. 

APPLIES TO

MiCC 8.1.0.0 

PROBLEM

On a computer where you have just installed the Client Component Pack, when you attempt to start Ignite, it does not start.  

You may see a window that says "Downloading Update" briefly flash and disappear.

You may also see this problem after a server-side software update, you may see these symptoms on PCs where the client software was previously installed.

CAUSES

This problem is generally attributable to one or both of the following:

A)  .Net 4.5 is not installed on the client computer.  This component is required for the client software to function - there is no getting around that requirement.

B)  User Account Control is not disabled on the client computer, causing the Updater Service not to be able to download the updates the software needs to run the first time. 

Note:  In Windows 8, UAC must be disabled in the Registry, by setting the value of EnableLUA to 0 here:  HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Policies\System

Also Note:  On Windows 8 or Windows 7, after disabling UAC, the computer must be restarted.

A less-common cause is network latency from the server to the client machines.

WORKAROUND

If .Net 4.5 is installed, you can do this workaround to update the client applications.

This workaround has two steps:  First, verify that the ManifestIDs have updated (usually, ManifestIDs update, but the actual files do not).  Second, manually copy the application files from the server to the client PC.

You will need access to the MiCC server in order to complete this workaround.

NOTE: You must update all components in order to avoid version mismatch errors.  This includes the prairieFyre Updater Service and the prairieFyre MiAudio Emulation Service.

Verify that the ManifestIDs have updated:

On the client PC:

5.  Browse to [InstallDir]\CCM\Updater\Applications\{b9885822-745d-431e-8776-b6a504290ef3}

6.  Look back at the value you noted in step 4.  There should be a file in the folder here with that name, and the extension .appliedmanifest.

If the file exists, ManifestIDs are updating.  You can now simply copy over the application files you need.

If this file doesn't exist, your ManifestIDs aren't updating; please see the section entitled "Manually Updating the Manifest IDs", at the bottom of this article.

Manually copying over application files:

Determining which files you need to copy:

- You will always need to copy over Appstart.zip and UpdaterService.zip from the server.

- Ignite:  If the user needs Ignite, copy over Ignite.zip

- Contact Center Client:  

- On MiCC for Lync systems, you need to copy over CCSClient.zip  

- In conventional (PBX-based) MiCC environments, you need to copy over CContactCenterClient.zip

- YourSite Explorer:  YSE.zip

- SalesForceIntegration, MbgConnector, and FlexibleReporting (CCM for 3300 only):  Each of these applications will also require the appropriately-named zip file be copied.

Copying the files:

Note:  Before copying over application files, please check the TaskManager > Process tab to ensure the application you are attempting to update is not still silently running in the background.

1. Application files on the server are here:  [InstallDir]\CCM\Websites\CCMWeb\Applications  .  

Each application is in its own subfolder.  There is a zip file in each folder.  It is the zip file you want to copy.   (e.g. [InstallDir]\CCM\Websites\CCMWeb\applications\Ignite\Ignite.zip)

2. For the applications you need (see note below - Determining which client ), copy the appropriate zip files to this directory on the client machine:   [InstallDir]\CCM\Applications .  

Note:  Copy the zip files directly to Applications, not to the subfolder for the application name.  

3. On the client PC, unzip all the zip files you've copied into Applications, overwriting the original folders.

MANUALLY UPDATING MANIFEST IDs (not usually necessary):

If ManifestIDs are not updating automatically, you can update them manually.

For AppStart, and the again for each other client application you need, follow the procedure below to update the manifestID

On the MiCC Server:

1.  Open Notepad. 

2.  Browse to [InstallDir]\CCM\Websites\CCMWeb\Applications

3.  Locate the appropriate ManifestID file, and drag it into the Notepad window.  

- AppStart (you will always need to do this one):  AppStartManifest.xml

- Ignite:  IgniteManifest.xml

- ContactCenter Client:  

- MiCC for Lync environments:  CcsClientManifest.xml

- Conventional (PBX-based) MiCC environments:  CCCManifest.xml

- YourSite Explorer:  YSEManifest.xml

- SalesForce Client:  SalesForceManifest.xml

- Mitel Border Gateway Connector: MbgConnectorManifest.xml

- Flexible Reporting: FlexibleReportingManifest.xml

4.  In the file, look for the section named applicationID= , and note the value.  Then, look for the section named manifestID=, and note the value of that, as well.  (There is a screenshot below with each value highlighted in an example file.)

On the client PC:

5.  On client PC, browse to [InstallDir]\CCM\Updater\Applications

6.  In that folder, browse to the folder where the name matches the application ID you noted in step 4.  (If the folder doesn't exist, create one.  Include the "{}" brackets.)

7.  Within that folder, create a file with this the manifest ID you noted in step 4 as the name, and with the extension  .appliedmanifest .  For example:  995e691-b00f-4e62-a71f-98c64b012dd6.appliedmanifest 

Do this procedure for AppStart, and any other client applications required on the PC.

Screenshot of a sample Application Manifest file:

ADDITIONAL INFORMATION

You can consult this KB Article for an in-depth explanation of how the updater service functions.

APPLIES TO

All versions of MiCC (conventional and for Lync) 7.X.X.X and older.

Keywords: manually update contact center client applications

INFORMATION

PROBLEM

A licensing error occurs when updating or upgrading a license to 7.1 or older. 

• 51300955 MiCC EE Basic Starter Pack
• 51300541 MiCC EE Standard Starter Pack
• 51300542 MiCC EE Advanced Starter Pack
• 51300543 MiCC EE Premium Starter Pack
• 51302191 CC Base Syst Activate - Prem IVR

RESOLUTION

If you have one of the above licenses and need to update/upgrade your license, or have already done so please contact AMC support to have your license corrected.  For more information, please see the link below. 

APPLIES TO

MiCC 7.1 and older 

Problem

Workforce Scheduling clients cannot connect to the server

Symptoms

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

Cause

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

Resolution

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

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

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

• On the server, type regedit in the Run box then press Enter
• Expand the key HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\prairieFyre Software Inc\CCM\Client
• Double click the ConnectionString key on the right and modify the DataSource
• You should see something in the string like 'Data Source=CCM\SQLEXPRESS'
• Replace the computer name with the IP address of the server
• In this example, after the change it would look like 'Data Source=192.168.1.100\SQLEXPRESS'

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

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

Applies To

CCM version 5.6 and newer

PROBLEM

In an environment using preferred agent routing, emails which are picked up by an agent in one queue, then transferred to another queue would intermittently be sent to a FailedRoute state.

RESOLUTION

This Hotfix is to be installed onto MiCC Version 8.0.1.0 and KB341275. 

APPLIES TO

MiCC 8.0.1.0 

DESCRIPTION

This alarm occurs when a Remote IVR or Routing service is unable to connect to the MassTransit service on the MiContact Center server. 

SEVERITY

Major 

IMPACT

The Remote IVR or any of the Routing services on the server are unable to initialize mass transit and as a result the remote IVR services will not be able to file reporting properly and endpoint monitor will not function properly.  For the router media service, multimedia conversations will not route properly and voice won't if you are using a SIP media server. 

TROUBLESHOOTING STEPS

If this happens within a remote IVR service then the following things should be checked:

1. Is the mass transit service running on the MiCC Server?
2. Is the remote IVR machine on a workgroup or domain? 

• We must ensure the remote IVR box can resolve the hostname (not just IP) of the main MiCC Server.
• If the remote IVR service must be installed on a computer NOT on the same domain or for some reason not using same DNS then adding a host file entry to each machine may be required, meaning, host file entry on MiCC Server for the remote IVR box and a host file entry on the remote IVR box for the MiCC Server.
• Being on a domain and both machines pointing to the same DNS prevents this issue.

This alarm could also be fired from any routing service on the server itself if for some reason it cannot talk to mass transit properly or in a timely fashion. A restart of the effected service may be required if our subsquent retries don't succeed.
 

APPLIES TO

MiCC 8.0 and newer 

TABLE OF CONTENT

CCM displays error and event messages to inform you of successful and unsuccessful operations. A subset of the error and event messages have been assigned unique ID numbers in the form ABC####

Summary

The following guide provides information about SQL Views.

The SQL Views are already installed as part of the CCM.  The ZIP file attached is a guide explaining how to use them.

(Extract the files and open Default.htm with Internet Explorer)

NOTE:  If you are running 6.0.2, you will need to update to 6.0.2.1 or newer to use the SQL Views.  Older versions of our software also work properly with SQL Views.

INFORMATION

Account Codes are identifiers added to contact records.  You can use them to distinguish between individual departments, projects, or services and generate reports on them.  Agents can use these account codes to identify a call, or portion of a call as a specific departments, projects, or service.  For example if an agent answers calls for multiple companies could use account code 01 for company A, account code 02 for company B, and account code 03 for company C.  Most account codes are delivered in the SMDR data stream

Account codes can be set as Classification Codes.  When this is done, this code must be applied using the MiCC software (Contact Center Client PSM, Softphone, or in Ignite).  This code will now associate an entire contact handling time when entered, instead of only a portion.  Classification codes are reported in the ACD stream instead of the SMDR stream and is placed here by the software as opposed to the phone system itself.  If Classification codes are entered on the physical phone they will be input into the incorrect data stream, and will cause reporting errors.

You can also Force account codes, which requires the account codes to be entered for each contact.  With a Forced Verified Account Code an agent is required to enter an account code before dialing the call.  With a Forced Verified Classification Code an agent must enter a classification code at the end of the call. 

NOTE: If you are running CCM version 6.0.0.4 or earlier, and you are using forced account codes and have a Make Busy button programmed on your Mitel phone set, you must remove the Make Busy button, otherwise the forced account codes will not work with Interactive Contact Center and PhoneSet Manager.

REPORTING

• SX-200
• SX-2000

• 3300ICP
• 5000
• Axxess

APPLIES TO

CCM and CA all versions 

SUMMARY

INFORMATION

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

.NET Framework

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

SQL Server

Windows on the Client

APPLIES TO

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

PROBLEM

In an environment with an alias domain name, YourSite Explorer returns an error when trying to create a media server. 

SYMPTOMS

The YourSite Explorer will return an error like the following:

Error: 2016-Oct-20 17:07:48.476

--- Start Exception Stack ---
prairieFyre.Configuration.BusinessObjects.MediaSync.UCWritebackException: Could not retrieve RBAC settings for the user: tendringdc\cvd. Please ensure that this user has correct permissions for Lync.
at prairieFyre.Configuration.BusinessObjects.MediaSync.WriteBack.MediaServerWriteBack.IsUserRBAC()
at prairieFyre.Configuration.BusinessObjects.OCS.FrontEndMediaServer.SetEnableForRBAC()
--- End Exception Stack ---
()

RESOLUTION

This hotfix is to be installed onto IVR 7.1.3.3.

1. Download the attached KB376833.EXE to the MiCC 7.1.3.3 server.
2. Double-click the KB376833.EXE and follow the on-screen prompts.

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

APPLIES TO

 IVR 7.1.3.3

INFORMATION

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

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

Once you have leveraged the second license key instance and you need to install new hardware, or update your licensing a third+ time you will need to request a new license key.  Each ARID can provide 1x new license key every 180 days.  1 new key allows for 2x licensing installation instances.  If you need another new license key within 180 days, you will need to contact AMC_Accounts@Mitel.com

APPLIES TO

MiCC all versions 

PROBLEM

In a multi-tenant environment, users in web-ignite were able to see handled emails from all sites, not just their own. 

RESOLUTION

This hotfix is to be applied onto MiCC 8.1.1.0.

1. Download the attached KB377767.EXE to the MiCC server.
2. Double-click the KB377767.EXE and follow the on-screen prompts. 

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

APPLIES TO

MiCC 8.1.1.0 

PROBLEM

When trying to make a change to an existing schedule, users experience an error. 

SYMPTOMS

The Workforce Scheduling client reports "The update did not succeed due to network congestion. Please try again" when saving a change.

A restart of the CCS service on the MiContact Center server will allow changes to be saved again.

RESOLUTION

This HotFix is to be applied onto MiContact Center version 7.1.3.3.

1. Download the attached KB376830.EXE to the MiContact Center server. 

APPLIES TO

MiCC 7.1.3.3 

INFORMATION

If you have a Mitel 3300 ICP (MCD 4.0 SP1 and above) or 5000/Axxess telephone system, you can add / remove agents from one or more agent groups with Agent Group Presence. After logging into Contact Center Client, agents use Interactive Contact Center to control their presence status in agent groups. Optionally, supervisors can use Interactive Contact Center to control the presence status of agents in specific agent groups.

CONFIGURATION

In order to successfully utilize Agent Group Presence in the Interactive Contact Center, you will need the following settings to be configured: 

1. Verify the employee attempting the action has an associated extension or agent

• Open YSE (Start=>All Programs=>Mitel=>YourSite Explorer)
• Click Employees
• Open the Employee in question
• Make sure there is at least one selected member under the Agent logins tab or one selected member under the Extensions tab

1. Launch CCMWeb (Start > Programs > Mitel > Mitel Contact Center Management)
2. Under YourSite, click on Enterprise.
3. On the main Enteprise Page, you will have a check box to enable Agent Group Presence, ensure it is checked.
   
   Please note that by enabling Agent Group Presence, a prompt will appear stating that the Collectorand MiTAI Proxy Server will be restarted. Please consider performing this outside of business hours as it will impact data collection, real-time statistics and softphone functions. It is also important to ensure that data buffering is enabled on the 3300 to prevent any data loss during the restart, if done during business hours.

• Open YSE (Start=>All Programs=>Mitel=>YourSite Explorer)
• Click on Agents or Extensions
• Find the Agent or Extension attempting to be controlled
• Ensure the Agent or Extension is associated to an Employee
• Verify it has Advanced real-time and reporting enabled
• Ensure that the COS (Class of Service) for the Agent or Extension has both HCI/CTI/TAPI options set to Yes.
  

• Open YSE (Start=>All Programs=>Mitel=>YourSite Explorer)
• Click on Agents or Extensions
• Find the Agent or Extension attempting to be controlled
• Ensure the Agent or Extension is associated to an Employee with an Advanced employee license.
• Ensure that the "Disable real-time monitoring and data collection on this device" is unchecked.
• Ensure that the COS (Class of Service) for the Agent or Extension has both HCI/CTI/TAPI options set to Yes.
  

3. Verify the agent or extension's Class Of Service has Group Presence Third Party Control enabled on the Mitel 3300 ICP. (This step should only be performed by a certified Mitel technician)

• Determine which Class of Service is configured for the agent or extension
• Open the Class of Service Options Assignment form
• Verify that the Group Presence Control and Group Presence Third Party Control options are enabled for the agent or extension's COS

NOTE: In a Hot Desking environment, the Agent COS will need these options enabled.  In a non-Hot Desking environment you should enable this setting on both Agent and Extension.

BEST PRACTICES

It is important to note that agents may join or leave agent groups but not queues. Agents become absent from a queue indirectly if they leave all agent groups associated with that queue. An agent who is present in an agent group which is associated to all queues would be disassociated from all queues simultaneously if they became absent in their agent group. Since the goal of agent group presence is to provide a dynamic response to varying queue activity, allowing agents to become absent from all queues simultaneously is counterproductive.

As a best practice, we recommend you associate agent groups to queues based on business groups within your organization. A unique agent group to business group queue(s) association allows agents who leave an agent group associated to a particular business group to remain present in an agent group(s) associated to other business group(s).

• Unable to acquire Invoker DN for third party join/leave control
• Unable to remove last agent's presence when calls are in queue

APPLIES TO

CCM 5.7 and above

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