Problem

Functionality relying on correctly interpreted MiTAI CallReceived records (e.g. Caller ID), is seeing the caller domain set as Internal when it should in fact be External.

This is causing the MiTAI Call Linker to skip over the ANI (and potentially DNIS) information in these records in a transferred call scenario which leaves the Caller ID showing as the DN of the transferring device.

Symptoms

In the Contact Center Client Agent State by Time monitor, the incorrect caller ID (ANI) may be seen or no caller ID may be seen at all when an agent answers an ACD call.

Cause

The SDK4 MiTAI header file was used to rebuild the SDK3 version of the PFMiTAIConnector DLL.  Note that this only affects customers configured to use MiTAI SDK 3.

Workaround

Set the "Enable Agent Group Presence" checkbox to ensure that MiTAI SDK 4 is loaded.

1. Open the CCMWeb
2. Select YourSite=>Enterprise
3. Check the box beside "Enable Agent Group Presence and/or Personal Identification Number (PIN) functionality"
   
4. Click Save

Resolution

Download the following hotfix to the CCM Enterprise Server: KB36389
Double-click the .exe file and follow the instructions.

NOTE: You must install KB34714 as a prerequisite before installing the above hotfix.  Click the following link for more information about KB34714: KnowledgebaseArticle50678

WARNING: Installing the hotfix will Stop and Start ALL prairieFyre services.
It is recommended to install the hotfix outside of regular business hours to avoid any potential service affecting issues.

Due to export regulations, direct links to the hotfix associated with this Knowledge Base article is no longer provided through prairieFyre Software’s Knowledge Base and FTP server. Instead, you will have to login to www.mitel.com using your Mitel OnLine credentials to gain access to downloads.

1. Using a web browser browse to http://www.mitel.com.
2. Click Login.
3. Type your MOL User ID and Password and click Log in.
4. Under Support click Software Downloads.
5. To download
   • A Contact Center Enterprise Edition hotfix, click Contact Center Enterprise Edition=>Contact Center Enterprise Edition Software Download and after Download the Mitel Networks Contact Center Enterprise Edition, click CCEE_FullRelease.
   • A Contact Center Business Edition hotfix, click Contact Center Business Edition=>Contact Center Business Edition Software Download and after Download the Mitel Networks Contact Center Business Edition, click CCBE_FullRelease.
   • A Call Accounting hotfix, click Call Accounting=>Call Accounting Software Download and after Download the Mitel Networks Call Accounting, click CA_FullRelease.
   • Intelligent Queue Enterprise Edition software, click Contact Center Enterprise Edition=>Contact Center Enterprise Edition Software Download and after Download the Mitel Networks Contact Center Enterprise Edition.
   • Intelligent Queue Business Edition software, click Contact Center Business Edition=>Contact Center Business Edition Software Download and after Download the Mitel Networks Contact Center Business Edition, click CCBE_FullRelease.
   The Download Center opens.
   
6. Click Installing Contact Center Solutions and Call Accounting hotfixes.
7. In the list of available hotfixes, identify the hotfix you require using the number of this Knowledge Base article, and click the associated Web Download or FTP Download link.

Applies To

CCM version 5.7 GA