prairieFyre Knowledge Base

6.0GA - Extension are not showing in the Softphone configuration window in CCC

kmiddlemiss — Wed, 01 Feb 2012 14:31:03 GMT

Article ID: 51417 - Last Review: February 1, 2012

PROBLEM

When logging into Contact Center Client Softphone or Phoneset Manager, the extensions associated to the employee do not appear in the list of available extensions.

CAUSE

The extension associated to the employee is configured as GENERAL BUSINESS HOTDESKING and Phoneset Manager or Softphone will not work with a GENERAL BUSINESS HOTDESKING extension.

RESOLUTION

Remove the GENERAL BUSINESS HOTDESKING attribute from the extension associated to the employee who is getting the blank PSM/SP list. This is done via the YourSite Explorer application, within the Extensions tab. The screen shot below shows the attribute section of the extension provisioning page.

APPLIES TO

CCM 6.0

Keywords: Phoneset manager softphone extension list blank empty general business hotdesking

5.8 Fix Pack 6

kmiddlemiss — Tue, 31 Jan 2012 08:19:43 GMT

Article ID: 51285 - Last Review: September 2, 2011

This is the list of all items for 5.8 GA Fix Pack 6, released on Friday, September 2, 2011. For more information, you can visit Mitel Online to download our Detailed Release Notes for this release.

Product areas improved in this release

Contact Center Management - MKB reason codes set through Mitel Your Assistant are not resetting the MKB timer when set.

Description : Make Busy Reason Codes set through Mitel Your Assistant were not resetting the Make Busy timer when changing Make Busy states.

Workaround : None

Resolution Notes : Changes were made to ensure that when Make Busy states are changed using Mitel Your Assistant the Make Busy Timer restarts.

Contact Center Management -Toaster diplays on the Queue name, getting error in CCC log about mitai event for screenpop.

Description : After upgrading from Contact Center Management Version 5.4 to Version 5.8 FP3 with custom screen pop, the Contact Center Client pop up was not displaying the Collected Digits or the ANI of the customer calling the queue.

Workaround : None

Resolution Notes : Changes were made to ensure the pop up displays Collected Digits and Collected Information correctly.

Contact Center Management - Worktimer not clearing properly.

Description : When agents in a queue configured for Forced Classification Codes entered an Account Code, Work Timer was not clearing. Agents were unable to cancel Work Timer and remained in the Work Timer state unless they either removed Make Busy or allowed the work timer to expire.

Workaround : None

Resolution Notes : Forced entry of classification codes for queues was updated to ensure when an agent enters an call classification code while Work Timer is active the Work Timer clears and the agent is able to answer more calls.

Contact Center Management - Queue Abandon vs Answer Comparison not linking calls

Description : Answered and abandoned call information was not linking properly when producing Queue Answer vs. Abandon Comparison reports, making data comparison difficult.

Workaround : None

Resolution Notes : Changes were made to Contact Center Management reporting to ensure a comparison between answered and abandoned calls for a queue can be derived from the Queue Answer vs. Abandon Comparison report.

Contact Center Management - Real-time monitors shows agents in make busy for hours.

Description : Supervisors were unable to set agents to Make Busy or remove them from Make Busy using Interactive Contact Center controls. When agents finished a call they automatically entered Make Busy instead of Idle.

Workaround : None.

Resolution Notes : Updates were made to the DLL to correct this issue and ensure agents can be set to Make Busy and removed from Make Busy using Interactive Contact Center.

Intelligent Queue - Complaints that the new IQ upgrade isn't routing properly.

Description : Intelligent Queue, when used in conjunction with another routing tool, was not properly routing call information.

Workaround : None

Resolution Notes : Intelligent Queue routing speed was altered to coincide with that of the other routing tool to ensure all call information was routed correctly.

Intelligent Queue - IQ Webcall backs are failing.

Description : Intelligent Queue Web callbacks were failing when the customer answered "No" to "Would you like this callback to expire?' on the WebCallback form.

Workaround : None.

Resolution Notes : The WebCallback form was revised to correct this issue.

Intelligent Queue - Agent Recordings on Agents with a * For a DN Fail To Save Wave File.

Description : Agent recordings failed when there was an asterisk (*) in the agent dialable number.

Workaround : None.

Resolution Notes : Changes were made to ensure call recordings save and can be played back when the Dialable Number contains an asterisk.

Intelligent Queue - Change to IQ configuration causes CCM Enterprise server service out of memory exception.

Description : Changes to call flows on the primary Intelligent Queue server were causing out of memory exception errors on the Enterprise Server.

Workaround : None.

Resolution Notes : Intelligent Queue was updated to ensure that when changes to call flows are made the Enterprise Server does not receive out of memory exception errors.

Intelligent Queue - Missing recordings for IQ.

Description : Call recordings were only accessible via uploading the recordings and manually browsing to the Inbox folder. Otherwise, the files did not display.

Workaround : None

Resolution Notes : Changes were made to the VoicePromptsFolder registry key to ensure call recordings are accessible in the usual way.

Intelligent Queue - Degraded Audio Quality After Period of Time.

Description : Audio compression was causing audio quality to degrade.

Workaround : None.

Resolution Notes : Audio quality was improved by upgrading to MiAUDIO SDK 4.0.

Intelligent Queue - Object reference error causes UPIQ msg delay.

Description : Object reference error was causing an Updated Position in Queue (UPiQ) message delay.

Workaround : None.

Resolution Notes : Changes were made to Intelligent Queue to resolve this issue.

Intelligent Queue - Callback status tabs not updating correctly.

Description : Callbacks were not moving from the Current Callbacks tab to the Incompleted Callbacks tab after the maximum client contact attempts had been reached.

Workaround : None.

Resolution Notes : Changes were made to Intelligent Queue to ensure that callback status updates correctly.

Workforce Scheduling - Detailed Schedule by Employee with totals sorting order issues.

Description : Detailed Schedule by Employee with Totals report was not sorting the shift data appropriately.

Workaround : None.

Resolution Notes : The Detailed Schedule by Employee with Totals report was updated to ensure the data displays in the correct order.

Soft Phone - Preannouncement delay on answering a call.

Description : When answering an ACD call, the preannouncement message was intermittently delaying, causing dead air at the beginning of the call.

Workaround : None

Resolution Notes : Soft phone was updated to ensure preannouncement messages play in a timely way.

SalesForce.com Integration - Callers With Blocked ANI's Are Presented as Non-ACD Calls in the Adapter.

Description : When agents received ACD calls from a blocked phone number while using the Salesforce. com Integration adapter, the call presented as a non-ACD call.

Workaround : Restart adapter once this happens.

Resolution Notes : A substitute (dummy) caller ID is inserted when a blank ANI is received (when callers block their number).

Hotfixes not included in this release

NOTE:

SalesForce.com Integration - [53220] This hotfix resolves the following issues;

Description : This hotfix resolves the following issues:

• When silent monitoring from a hardset, the Salesforce.com Integration adapter rings on the monitor's PC until the silent monitor is complete.

• The Agent ID field in Salesforce is showing password encryption code from the registry when it is set to "Remember Me".

• Click to dial is causing the Salesforce.com Integration adapter to crash.

• The Salesforce.com Integration adapter log file is producing errors, after which, if the agent logs out and closes the adapter, the adapter and the Salesforce browser freeze and the system needs to be rebooted.

Workaround : None.

SalesForce.com Integration - [52479] This hotfix resolves the following issues;

Description : This hotfix resolves the following issues:

• When a call is forwarded to an extension that is already processing a previously forwarded call and the second caller disconnects or is routed to voice mail, the first call is cleared from the adapter even though it is still active.

• When attempting to perform a click-to-dial action from a lead which has been converted to another object, such as an account or a contact, the Salesforce.com Integration adapter fails to create a call task because the converted lead is now a read only object.

• Without notification to the agent, on startup the Salesforce.com Integration adapter is unable to retrieve the session ID. This floods the logs with errors and the adapter crashes.

• Call tasks are not being created from click-to-dial outbound.

• CallDetailsReceived Event is received late, causing Salesforce.com Integration adapter failure.

• Salesforce.com Integration adapter crashes with an unhandled exception message. The adapter must be relaunched to resolve.

Workaround : None.

Multimedia Contact Center - [52643] This hotfix resolves the following issues;

Description : This hotfix resolves the following issues:

• Not able to remove the Welcome message from the WebChat form.

Workaround : None.

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.

Using a web browser browse to http://www.mitel.com.
Click Login.
Type your MOL User ID and Password and click Log in.
Under Support click Software Downloads.
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.

The Download Center opens.

Click Installing Contact Center Solutions and Call Accounting hotfixes.
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.

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.

APPLIES TO

CCM version 5.8 GA

CCM version 5.8 GA Fix Pack 1

CCM version 5.8 GA Fix Pack 2

CCM version 5.8 GA Fix Pack 3

CCM version 5.8 GA Fix Pack 4

CCM version 5.8 GA Fix Pack 5

Keywords : 50098 50103 50101 52213 52944 46073 46173 46970 49898 50199 52223 53360 43213 52638 53388 49832 fix pack 6

REP0002 - Excel Not Installed

kmiddlemiss — Fri, 27 Jan 2012 07:05:57 GMT

Article ID: 51331 - Last Review: January 27, 2012

DESCRIPTION

Creating standard reports fails because Excel is not installed, the Excel install is not complete or the service has insufficient priviledges.

SEVERITY

Information

IMPACT

Generating reports and or distributing reports will not complete succesfully.

TROUBLESHOOTING STEPS

Possible reasons the report can not be generated are:

Excel is not installed on the server
The installation of Excel is not quite complete.
The user account associated to the Reporting Service does not have permissions to run excel.

Go to Start > Run and type Excel

If Excel launches with dialog boxes requiring user interaction, address the prompts. Once complete, close Excel and try Start > Run > type Excel again. If Excel launches without dialogs, the report SHOULD generate. If the report still does NOT generate, login to the server as the account associated to the Reporting Service and repeat the steps above. If Excel is not installed on the server, please install a licensed version of excel on the server. Once complete confirm Excel can be launched from Start > Run > type Excel with dialogs.

Other causes of this error can be found in this KB article.

NOTE: In order for reports to generate successfully, excel needs to be launched and activated prior to the report generation.

APPLIES TO

CCM

Keywords: REP0002

6.0 - Co-Located IQ/CCM websites not working properly

pmcdowell — Wed, 25 Jan 2012 09:05:56 GMT

Article ID: 51416 - Last Review: January 24, 2012

PROBLEM

Unable to access all elements within the IQ Web GUI when IQ 5.8.0.6 is co-located with CCM 6.0 on a 32bit server. Specifically, the secondary or tertiary tabs (like default action tab for the callflow) do not respond.

CAUSE

The Intelligent Queue web GUI requires .NET 2.0 as the base .NET level and installing CCM on the same server as IQ causes the Default Website to be upgraded to .NET 4.0.

RESOLUTION

The Default Web Site must be set to ASP.NET 2.0.50727 and then all CCMWeb related virtual directories set back to ASP.NET 4.0

The ASP.NET settings for the IIS Virtual Directories must be set to a compatible version of .NET for the product in question.

CCMWeb Virtual Directories all reside in c:\program Files\prairieFyre Software Inc\CCM\Websites and the following virtual directories must be changed from ASP.NET 2.0.50727 to ASP.NET 4.0.30319

CCMWeb
CallbackWeb
EmployeePortal
EnterpriseServicesWeb
WebChat * (only present if MCC Webchat is installed)

Intelligent Queue virtual directories all reside in c:\program files\Mitel Networks\6160 and the following virtual directories will inherit ASP.NET 2.0.50727 attributes when the Default Website is changed to ASP.NET 2.0.50727:

                6160
                6160Callbacks
                6160Recordings
                6160VBDotNetWebCallbackExample
                IQEnterpriseServicesWeb
                IQMessages

For more information on managing IIS Virtual directories, please consult your IIS System Administrator or alternatively you can find additional assistance on Microsoft’s support website at http://support.microsoft.com

APPLIES TO

6.0 GA

Keywords: co-located colocating website tabs IIS 6160 6.0 ASP.NET

6.0 - Installation fails during Visual C++ 2010 redistributable component

kmiddlemiss — Tue, 24 Jan 2012 08:29:20 GMT

Article ID: 51415 - Last Review: January 24, 2012

PROBLEM

Installation of 6.0 fails during the installation of the pre-requisite Visual C 2010 component and prevents continuation of the install of CCM.

CAUSE

Microsoft has updated the Product Code of the Visual C 2010 SP1 installation and our installer does not recognize this updated product code and as such our installer is unable to confirm that the C component is installed correctly.

WORKAROUND

Using the control panel Add/Remove programs (Programs and Features) locate the Microsoft Visual C 2010 redistributable and uninstall it. Now re-launch the prairieFyre CCM installation and let it re-install the Visual C 2010 redistributable. The remainder of the installation will now complete successfully.

APPLIES TO

6.0GA, 6.0FP1

Keywords: Visual C redistributable installation component 2010

Error 1720 when installing the Client Component Pack

kmiddlemiss — Fri, 20 Jan 2012 09:59:59 GMT

Article ID: 51414 - Last Review: January 20, 2012

PROBLEM

When trying to install the Client Component Pack you encounter error 1720.

SYMPTOMS

CAUSE

There are many possible cause for error 1720 to occur. In order to isolate the issue, you can have the Client Component Pack create a log file that will have additional information on the failure.

Here are the steps to have the installer create the log file;

Click Start > Run then type cmd launch the command prompt
In the command prompt window, type in the following commands (press Enter in between each)

cd\
cd CIS_6.0
cd ga
cd Client
msiexec /i "Client Component Pack.msi" /log "log2.txt"

Go through the Client Component Pack installation and let it fail.
In the C:\CIS_6.0\ga\Client\ folder, open the new log2.txt file and go to the bottom.

You will then see the error logged and potentially see the reason it failed.

RESOLUTION

If after reviewing the error there is still failure and you require assitance, please contact our support team at 613-599-0045 Option 3.

APPLIES TO

CCM 5.x/6.x

Keywords: Client Component Pack Error 1720

6.0 - Registry structure changes when installed on x64 Operating system

kmiddlemiss — Fri, 20 Jan 2012 06:54:11 GMT

Article ID: 51259 - Last Review: January 20, 2012

INFORMATION

With the ability to install CCM 6.0 on 64-bit Operating Systems, minor changes were made due to the different platform - such as the registry hive structure. If the software is installed on a 32-bit Operating system or you are using a previous release, the registry hive for prairieFyre Software will be located in HKEY_LOCAL_MACHINE\Software\prairieFyre Software Inc\.

On 64-bit operating systems, the registry hive was moved to this location: HKEY_LOCAL_MACHINE\Software\Wow6432Node\prairieFyre Software Inc\

APPLIES TO

CCM 6.0

Keywords: Registry structure 6.0 VWM 64 bit

5.10 (Oranda) - Enabling Extended Logging of Oranda Router Service

kmiddlemiss — Fri, 20 Jan 2012 06:52:24 GMT

Article ID: 51413 - Last Review: January 20, 2012

PROBLEM

In Oranda 5.10, Router Log files are rolling over and being deleted from the server too quickly, due to the amount of information being logged. In certain cases, we need to be able to look back in the router log, but that data has already been overwritten, making it hard for us to look at older issues.

SYMPTOMS

Looking in the ‘<INSTALL DIR>\Program Files\prairieFyre Software Inc\CCM\Logs\’ you will notice that there are only 10 OrandaRouterService logs retained, all of which are of 15Mb in size (default). These files likely only go back a couple of days, depending on the size of the Site.

CAUSE

The config file for the Oranda Router Service has a default of 10 files to retain before it will delete them, and each file will be 15Mb in size.

RESOLUTION

WARNING: Stopping the router service will impact a production environment. These changes should be done OUTSIDE BUSINESS HOURS.

Stop the prairieFyre Watchdog Service
Stop the prairieFyre Enterprise Router Service
Navigate to <Install Dir>\Program Files\prairieFyre Software Inc\CCM\Services\RouterService
Create a Copy of the CONFIG file called OrandaRouterService.exe (save the copy on the desktop in case we need to revert back to a known good file)
Open the CONFIG file called OrandaRouterService.exe using Notepad
Edit the following 2 fields:

<setting name="NumberOfLogFilesToRetain" serializeAs="String">
<value>10</value> - SET THIS VALUE TO 25

<setting name="LogFileRolloverSizeInMB" serializeAs="String">
<value>15</value> - SET THIS VALUE TO 20
Save the file
Start the Router Service
Start the Watchdog Service

NOTE: Be mindful of the amount of drive space remaining on the drive. The above settings will allow for 500Mb of logging, versus the default 150Mb of logging. If the drive that this is installed on does not have that much room, you will either need to reallocate space, or not make this change. Likewise, if you have a lot of drive space left and want to keep additional logs, you can increase the “NumberOfLogFilesToRetain” to accommodate your environment.

APPLIES TO

5.10 (Oranda)

Keywords: router logging file size oranda lync rollover

6.0 - IQ to VWM Migration wizard issue

kmiddlemiss — Fri, 20 Jan 2012 06:26:26 GMT

Article ID: 51412 - Last Review: January 20, 2012

PROBLEM

When attempting to run the IQ to VWM Migration Wizard on the Enterprise server, when it comes to the point where you can choose your db location, it crashes with the following error when you select to change the DB location.

SYMPTOMS

CAUSE

This is due to a dll not being in the correct folder in the 6.0 GA release. This will be resolved in 6.0 Fix Pack 1.

WORKAROUND

Browse to \ccm\applicaitons\yse and copy this file, “Component.Krypton.dll” and place it in the \ccm\applications\IQtoVWMConversion folder.

APPLIES TO

CCM v6.0

Keywords: IQ VWM IVR just-in-time JIT debugging invoking Krypton ComponentFactory Migration wizard

KB58503 - Large Scale ACD and EHDA features fix

kmiddlemiss — Tue, 17 Jan 2012 09:45:06 GMT

Article ID: 51409 - Last Review: January 17, 2012

This is the list of all items for KB58503 for 6.0 GA, released on Tuesday, January 17, 2012. For more information, you can visit Mitel Online to download our Detailed Release Notes for this release.

Hot Fix 58503 includes Mitel SDK 5.0.0.32, an upgrade from the 5.0.0.19 that was included with Contact Center Solutions and Call Accounting Version 6.0.

Product areas improved in this release

Contact Center Management - EHDA Contact Center Client Application not updated when EHDA is on Secondary node because of Resiliency Failover.

Description : During resiliency failover, External Hot Desk Agents accessing the secondary node were not having their agent states updated in Contact Center Client.

Workaround : None

Resolution Notes : Hot Fix 58503 includes Mitel SDK 5.0.0.29,which resolves this issue.

Contact Center Management - Mitai command failed log on pF MitaiProxyServer.

Description : MiTAI Proxy Service was intermittently failing to transfer calls.

Workaround : None

Resolution Notes : Changes were made to ensure the pop up displays Collected Digits and Collected Information correctly.

Contact Center Management - 6.0 German Translation Errors.
- Description : There were errors in the German translated UI strings.
  Workaround : None
  Resolution Notes : Improvements were made to ensure the German UI strings are correct.

Contact Center Management - When a EHDA agent handles a queue call we peg as a Abandon even though the call was handled.

Description : Calls that were handled by external hot desk agents were being pegged as "abandoned" instead of "handled".

Workaround : None

Resolution Notes : Changes were made to ensure calls handled by external hot desk agents are reported on accurately.

Contact Center Management - When windows authentication is enabled you can log in with anybody's username and a blank password.

Description : When logging into the Contact Center Management website with Windows Authentication enabled, you could log in using any username and were not required to enter a password.

Workaround : None.

Resolution Notes : Changes were made to ensure logging into the Contact Center Management website requires the correct username and applicable password.

Contact Center Management - DNIS reports with classification codes double-pegging; 6.0 fix creates new problem.

Description : Non-trace DNIS reports were showing double call pegs for any calls with Account Codes.

Workaround : None

Resolution Notes : Changes were made to ensure statistics for calls with Account Codes are accurate.

Visual Workflow Manager - Random Phone (IVR port) out of service Events received during Traffic.

Description : Phone out of service events were being received during traffic. This behavior was intermittent and ports returned to service afterward with no restorative action required.

Workaround : None.

Resolution Notes : Changes were made to ensure ports do not go out of service during traffic.

Visual Workflow Manager - UPiQ Out of Memory.
- Description : UPiQ Service was being disrupted due to out-of-memory issues.
  Workaround : None.
  Resolution Notes : Memory issues were corrected to ensure the UPiQ Service functions without interruption.
Workforce Scheduling - Schedules formatted badly when printed.
- Description : Schedules were difficult to read when printed.
  Workaround : None.
  Resolution Notes : Adjustments were made to ensure schedules retain their print-preview format when printed.

YourSite Explorer - Can't save any changes made in the telephone system settings.

Description : Telephone system configuration changes made in YourSite Explorer could not be saved. YourSite Explorer log files were showing validation errors on business objects on the media server.

Workaround : None

Resolution Notes : Validation rules were extended to include CoR 97-110, ensuring telephone system configuration changes made in YourSite Explorer can be saved.

Hotfixes not included in this release

NOTE

Multimedia Contact Center - [49992] This hotfix resolves the following issue;
- Description : Enhanced security was required for the Webchat Server.
  Resolution: Changes were made to ensure a higher level of security for the Webchat Server.
Multimedia Contact Center - [49994] This hotfix resolves the following issue;
- Description : Enhanced security was required for the Enterprise Server.
  Resolution: Changes were made to ensure a higher level of security for Webchat on the Enterprise Server.

Multimedia Contact Center - [55763] This hotfix resolves the following issue;

Description : Multimedia Contact Center Remote Node software on Exchange 2007 was installing an old configuration file for remote setup.

Resolution: The Remote Node software was modified to install the new configuration file.

Contact Center Management - [56820] This hotfix resolves the following issue;

Description : The timeout expires prior to processing phone events on computers low on hardware resources, causing all events to be lost.

Resolution: A configurable timeout option was added to the configuration file.

Salesforce.com - [57859] This hotfix resolves the following issue;
- Description : Agents are unable to log out when using the agent state drop down list in the CTI Adapter.
  Resolution: Agents should log out through the hard set.

Intelligent Queue - [57541] This hotfix resolves the following issue;

Description : When attempting to edit or load certain interactive trees, some elements are missing and an "Error loading tree" error is displayed.

Resolution: Changes were made to ensure all interactive trees can be loaded and edited without error.

Intelligent Queue - [57567] This hotfix resolves the following issue;
- Description : Ports go out of service for a few seconds throughout the day at random.
  Resolution: Changes were made to ensure all Intelligent Ports remain in service as expected.

Using a web browser browse to http://www.mitel.com.
Click Login.
Type your MOL User ID and Password and click Log in.
Under Support click Software Downloads.
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.

The Download Center opens.

Click Installing Contact Center Solutions and Call Accounting hotfixes.
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 6.0

Keywords : 57206 57207 57596 58040 58561 58797 57222 57368 58310 58489 6.0 IVR VWM

5.10 (Oranda) - Music On Hold and/or Queue Announcements not playing on all queues

kmiddlemiss — Tue, 17 Jan 2012 06:32:57 GMT

Article ID: 51411 - Last Review: January 17, 2012

PROBLEM

In Oranda 5.10, Music On Hold and/or Queue Announcements not playing on all queues.

SYMPTOMS

When placing a call to a queue, the caller does not hear any Music On Hold or Queue Announcements, despite them being programmed for each queue.
In the router log file, you will NOT see any of the following records, which would be present if MOH/QA is working properly:

1547 eVerbose 1/16/2012 9:58:08 AM ACDQueueEndpoint::m_player_StateChanged Player completed playing, m_iStatus = CallLoad

CAUSE

There may have been a race condition when services on the Front End(s) started after the router service on the Enterprise Server. This is a config change handle failure, which is most commonly seen when the doing server reboots and not restarting the FE(s) first and ensuring they are up and running before restarting the Enterprise Server.

WORKAROUND

Restart the prairieFyre Enterprise Router Service on the Enterprise Server.

RESOLUTION

This is resolved in Fix Pack 4.

APPLIES TO

Oranda 5.10

Keywords: Oranda Lync Music On Hold MOH not playing queue announcement

Golden Rules for configuring PBX options

kmiddlemiss — Tue, 17 Jan 2012 06:19:02 GMT

Please refer to attached "Golden Rules" to make sure all necessary PBX options are correctly enabled.

ALM0011 - Service restart detected

kmiddlemiss — Tue, 17 Jan 2012 03:30:32 GMT

Article ID: 51353 - Last Review: November 24, 2011

DESCRIPTION

This alarm means that a service is failing to respond in an expected manner.

SEVERITY

Minor

IMPACT

Variable, depending on the affected service.

TROUBLESHOOTING STEPS

Check the logs or event viewer for the service in question for more information as to why it is misbehaving.

APPLIES TO

CCM

Keywords: ALM0011

Login error! Reached the following endpoints - Cannot login to CCMWeb or CCC

kmiddlemiss — Mon, 16 Jan 2012 10:40:31 GMT

Problem

Cannot open the CCM website or the Contact Center Client.

Symptoms

The following error can be found in the Enterprise log or the Windows Event Viewer:

eError 6/17/2010 3:00:35 PM Login error! Reached the following endpoints:and received this exception: System.Reflection.TargetInvocationException: Exception has been thrown by the target of an invocation. ---> System.TypeLoadException: Could not load type 'System.Security.Authentication.ExtendedProtection.ExtendedProtectionPolicy' from assembly 'System, Version=2.0.0.0, Culture=neutral, PublicKeyToken=b77a5c561934e089'.
at System.ServiceModel.TcpTransportSecurity..ctor()
at System.ServiceModel.NetTcpSecurity..ctor()
at System.ServiceModel.NetTcpBinding..ctor()
at prairieFyre.Framework.Common.WCF.Configuration.GetDefaultNetTcpBinding()
at prairieFyre.Framework.Common.WCF.Configuration.GetBinding[T](Boolean aReliableMessagingEnabled)
at prairieFyre.Framework.Common.WCF.Configuration.GetBinding[T]()
at prairieFyre.EnterpriseServices.Client.ServiceProxyBase`1.ConfigureProxy()
at prairieFyre.EnterpriseServices.Client.Management.SecurityService.ConfigureProxy()
at prairieFyre.EnterpriseServices.Client.ServiceProxyBase`1..ctor(ProxyTransport transport, Boolean isDuplex)
at prairieFyre.EnterpriseServices.Client.Management.SecurityService..ctor()
--- End of inner exception stack trace ---
at System.RuntimeTypeHandle.CreateInstance(RuntimeType type, Boolean publicOnly, Boolean noCheck, Boolean& canBeCached, RuntimeMethodHandle& ctor, Boolean& bNeedSecurityCheck)
at System.Activator.CreateInstance[T]()
at prairieFyre.EnterpriseServices.Client.ProxyHelper.LockGetUpdateProxyCache[TInterface,TProxy](ProxyTransport transport, Dictionary`2& cache)
at prairieFyre.EnterpriseServices.Client.Authentication.get_SecurityService()
at prairieFyre.EnterpriseServices.Client.Authentication.Login(LoginRequest aLoginRequest, String aServerAddress, Boolean aRegisterRemoteMessages)

Cause

The Microsoft hotfix KB976769V2 is causing issues with the .NET Framework.

For more information about this hotfix, please see the following article:
http://support.microsoft.com/kb/976769

Resolution

Uninstall the Microsoft hotfix KB976769V2.

Applies To

CCM v5.7 GA

Keywords: .net framework update KB Contact Center Client CCMWeb

6.0 - Contact Center Client fails to update after application of KB58503

kmiddlemiss — Mon, 16 Jan 2012 08:37:40 GMT

Article ID: 51410 - Last Review: January 16, 2011

PROBLEM

After the installation of KB58503, Contact Center Client does not automatically update on client systems.

CAUSE

The 'ClientsAutoUpdate' value in the registry is set to false.

RESOLUTION

To resolve the Clients not updating please do the following:

Open RegEdit.
Go to this Key: HKEY_LOCAL_MACHINE\SOFTWARE\prairieFyre Software Inc\CCM\Common
Modify ‘ClientAutoUpdate’ and set it to ‘True’
Close and CCC’s you are running and relaunch, the update will be pulled down successfully.

This is a known issue that will be resolved in 6.0 Fix Pack 1.

APPLIES TO

CCM v6.0

Keywords: Contact Center Client not updating CCC ClientsAutoUpdate registry KB58503

5.10 - Ignite client hangs when recovering calls from hold

kmiddlemiss — Mon, 16 Jan 2012 07:01:45 GMT

Article ID: 51408 - Last Review: January 16, 2011

PROBLEM

In Oranda 5.10, Ignite users may encounter issues with recovering calls from hold, or client hangs.

SYMPTOMS

The Ignite.log file will show the below error when Ignite is launched, which could cause functionality issues with certain parts of Ignite.

eError    12/22/2011 2:38:50 PM    Critical Error
--- Start Exception Stack ---
System.UnauthorizedAccessException: Access to the registry key 'HKEY_LOCAL_MACHINE\SOFTWARE\prairieFyre Software Inc\CCM\Enterprise' is denied.
   at Microsoft.Win32.RegistryKey.Win32Error(Int32 errorCode, String str)
   at Microsoft.Win32.RegistryKey.CreateSubKey(String subkey, RegistryKeyPermissionCheck permissionCheck, RegistrySecurity registrySecurity)
   at Microsoft.Win32.RegistryKey.CreateSubKey(String subkey, RegistryKeyPermissionCheck permissionCheck)
   at prairieFyre.Framework.Common.Registry.RegistryKeyEx.CreateSubKey32Bit(RegistryKey key, String subKey, RegistryKeyPermissionCheck permissionCheck)
   at prairieFyre.Framework.Common.Registry.RegistryKeyEx.CreateSubKey32Bit(RegistryKey key, String subKey)
   at prairieFyre.BAL.Settings.Server.set_ConnectionString(String value)
   at prairieFyre.Framework.Oranda.Configuration.ConfigurationManager.Connect() in e:\TeamBuild\CCS\CI_OrandaApplications_5.10-ga\Sources\Source\prairieFyre\Framework\Oranda\prairieFyre.Framework.Oranda\Configuration\ConfigurationManager.cs:line 1087--- End Exception Stack ---

CAUSE

The root cause of this issue is some server side code that was added into the client. This code is looking for a registry key that does not exist in the client. This code will be removed in Fix Pack 4.

WORKAROUND

1) On the client PC, go to Run and type ‘Regedit’
2) Navigate to HKEY_LOCAL_MACHINE\SOFTWARE\prairieFyre Software Inc\CCM
3) Right click CCM and select permissions, add “Everyone” to this and allow Full Control
4) Restart Ignite

APPLIES TO

Lync v5.10

Keywords: Ignite Oranda Microsoft Lync client hangs recovering hold

5.10 (Oranda) - Blank Ignite UI

kmiddlemiss — Fri, 13 Jan 2012 06:45:01 GMT

Article ID: 51407 - Last Review: January 13, 2011

PROBLEM

On an Oranda 5.10.0.3 system, when clicking on the Ignite bar we only see a blank white screen come out of the side of it and it seems to hang there. We may eventually see the dashboard come up, but as soon as you click on it again, it hangs again and goes white.

SYMPTOMS

Once Lync is running, launch Ignite and let it load. Ignite will load successfully, at which point we would click anywhere in the Ignite bar to either login or view the dashboard, but the Ignite bar would be taken over by a big white screen to the side of Lync. There are no errors at all in the Ignite logs when this happens.

CAUSE

The issue is caused by a remote connection software running on the client system. This happened specifically with Webex, but may also occur with other variants which may change which video card driver is in use at the time.

RESOLUTION

Try disconnecting any remote connection software and have Ignite closed and relaunched. This should allow Ignite to function normally.

APPLIES TO

5.10 (Oranda)

Keywords: Ignite Oranda UI blank Lync 5.10

prairieFyre Client/Server Port list and Description

kmiddlemiss — Tue, 10 Jan 2012 12:51:42 GMT

Article ID: 50127 - Last Review: December 2, 2011

SUMMARY

The following is a list of the default ports used by CCM (6110), Workforce Scheduling (6120), Multimedia Contact Center (6150), Intelligent Queue (6160) and IVR. These ports must be open, in listening state and need to be bi-directional. You will also find a the port diagram attached to this article in a PDF format.

PORT LIST

Default ports used by the Enterprise Server for Contact Center Management

80 Serves client web browsers (6110 CCM Web Site)
5400 For receiving raw data (ACD/SMDR/Traffic) from collector services
5024 Serves CCC clients with real-time statistics, and Network Monitor with data and alarms
5025 Serves CCC clients in SuperAuditor mode with real-time (playback) statistics
5026 Serves as a MiTAI proxy server for softphone and phoneset manager clients
7000-7005 Config service manages requests for configuration data changes (Post 5.5)
18000 Mitel Networks XML (MiXML) services used for Data Syncronization
1752 SMDR Data Collection
15373 ACD Data Collection
443 If you are using SSL

Default ports used by the Enterprise Server for Workforce Scheduling

5555 TCP
5556 Bi-directional TCP
5558 Forecasting
42440 Client Communications

Default ports used by the Enterprise Server for Multimedia Contact Center

5022 CyberChat services running websites
8080 / 8090 Communication between the .Net enterprise server and MCC Exchange Router services (Pre 5.6)
5151 Communication between the .Net enterprise server and MCC Exchange Router services (Post 5.6)

Default ports used by Contact Center Clients

80 Client updates are downloaded via HTTP using port 80 (Post 5.6)
5000-5010 Communication between clients and the Enteprise for configuration change notifications, chat, and real-time statistics
6800/6802 MiAUDIO Service (Used by Softphone)

Intelligent Queue/IVR

6800/6802 MiAUDIO Service
8000 MiTAI Communication on the 3300 ICP

OTHER INFORMATION

Please see the link below on how to open ports on the Windows Firewall (SP2 for Windows XP - SP1 for Windows 2003 Server): http://www.microsoft.com/technet/community/columns/cableguy/cg0204.mspx

Keywords: 6110 ccm server client ports list open TCP UDP

6.0 - IVR Services not present after initial installation

kmiddlemiss — Mon, 09 Jan 2012 10:25:28 GMT

Article ID: 51398 - Last Review: December 6, 2011

PROBLEM

After the installation of 6.0, if the Mitel Dealer install the software unlicensed (demo install) or is installing with a Key that does not have IVR Routing values populated when installing, the IVR services will not install. If they install without the IVR Routing values populated and license the software after the fact, the IVR ports will never come into service because the IVR services are not installed. The CCM Configuration Wizard must detect the IVR License values on install to install the IVR Services.

SYMPTOMS

There are a few symptoms that can be identified is the IVR services are not installed;

IVR Ports not coming into service, event when associated to a call flow.
IVR Services are not present in the Services window.
No device logs present for each port.

CAUSE

The software was not licensed for IVR when installed.

RESOLUTION

Verify the IVR Routing values appear in the License. You can verify this by going in Mitel Contact Center Management website (CCMWeb) then click Help > About your Mitel Applications. If you have values assigned to IVR, please run the Configuration Wizard (Start > Programs > Mitel > Contact Center Management Configuration Wizard) and see if the services are being installed.

If you have no values in the licensing options for IVR, please contact your prairieFyre Sales Account Manager at 613-599-0045 Option 5.

APPLIES TO

CCM/IVR 6.0

Keywords: IVR Routing Services Ports WVM

Collector service constantly getting restarted by the Watchdog service

kmiddlemiss — Thu, 05 Jan 2012 09:10:27 GMT

Article ID: 51406 - Last Review: January 5, 2012

PROBLEM

Collector service is being constantly restarted by the watchdog service.

SYMPTOMS

These errors as seen below will be in the COLLECTOR log:

Info 12/16/2011 7:24:52 AM MiTAIEngine MiTAI client hot restart signaled.
Error 12/16/2011 7:44:23 AM MitaiCommand ConnectPbxCommand on MitaiPbxConnection (Node 4 @ 192.168.120.2) - Execute Failed with return code SXERR_OUT_OF_MEMORY

CAUSE

The site has more than 1 PBX configured and at least 2 of the PBX have the same IP address. When Mitai attempts to initialize on the PBX, because there are duplicate IP addresses this causes Mitai to fail with an OUT OF MEMORY exception which in turn triggers the watchdog to restart the collector service.

RESOLUTION

Set a unique IP address for all media servers.

APPLIES TO

CCM v5.x, v6.x

Keywords: Collector restart crash OUT OF MEMORY IP address PBX watchdog

SalesForce CTI Adapter Softphone configuration Guide

kmiddlemiss — Fri, 16 Dec 2011 12:19:09 GMT

Summary

NOTE: The SalesForce CTI Adapter does NOT work in Internet Explorer 9. It was recently mentioned by Microsoft that there will be a push to IE9 in the near future. Client PCs will have the option to opt-out if necessary. We strongly recommend to opt-out if you want to use the SalesForce CTI adapter. For more information, please visit the following link: http://windowsteamblog.com/ie/b/ie/archive/2011/12/15/ie-to-start-automatic-upgrades-across-windows-xp-windows-vista-and-windows-7.aspx

The following guide contains information and screenshots of the SalesForce CTI Adapter Softphone configuration.

In the following screenshot, the ANI of the customer is highlighted (in this case it’s an Internal Extension that is identified as the caller. The 1597 Extension is identified as Test Contact).
On this call, the ANI was identified as being attached to a Contact that exists the SalesForce Database. Since only one search result is found, the Contact is displayed in the main body of the webpage after a few seconds of the call being offered.
If multiple Accounts, Contacts, Opportunities etc are identified as containing the ANI (or DNIS) then nothing will be ‘popped’ and you will be shown a list of results within the CTI adapter itself.

In the following screenshot, there is an Account and a Contact with the phone number 1597 attached to it. When the call comes in two objects are identified as containing this phone number, so nothing is popped. Instead two ‘links’ are displayed, one with the Account name and the other with the Contact name. The Agent must click the link they would like to open and work with.
We want to make sure that the Call Center is configured to pop when the ANI is identified. The screenshot below highlights the option we want for ANI that should be set to ‘Yes’.
Perform the following action to verify if the SoftPhone Layout is configured for Internal, Inbound & Outbound correctly.
Click Setup-> Customize-> Call Center-> SoftPhone Layouts
Click ‘Edit’ to modify the Call Related fields, the SaleForce Objects that will be displayed, and the objects that will be searched to ‘pop’.
We will need to configure the Searched Objects for each Call Type – Internal, Inbound, Outbound. Select the call type from the drop down you would like to work with and click ‘edit’ for each of the following:
‘Display these call-related fields’ and ‘Display these SalesForce.com objects’
The next step is to Edit the Call Related Fields – this is the Caller Information that will be displayed in the CTI adapter. Select and move the Call Related Fields in the ‘Available’ column to the ‘Selections’ column. On the far right of the page, the ‘Preview’ displays what the selected objects will look like in the CTI adapter.
We will need to do the same for 'Display these salesforce.com objects’. Click the ‘Add/Remove Objects’ link.
These are the objects that will be automatically searched to find the ANI that was displayed in the CTI adapter. Select and move the ‘salesforce.com objects’ in the ‘Available’ column to the ‘Selections’ column. On the far right of the page, the ‘Preview’ displays what the selected objects will look like in the CTI adapter.
We need to configure the ‘If single’ options to behave as desire. Click ‘Edit’ to modify the ‘If single’ for each object.
Last and most importantly - Don’t forget to click the ‘SAVE’ button to save the changes. Repeat these steps for the remaining Call Types in the drop down list - ‘Internal’ and ‘Outbound’.

Applies To

SalesForce CTI Adapter

SalesForce Setup Overview

kmiddlemiss — Fri, 16 Dec 2011 09:16:21 GMT

Summary

SalesForce Setup Overview

Enterprise or Business Edition software install contains all the necessary components to install SalesForce on the server and client PCs. It is integrated into our main line software and activated by SalesForce Server and SalesForce Agent licenses.

Server Setup

CCM Server 5.6GA
KB31206 - 5.6 GA Rollup hotfix
Install SalesForce Hotfixes on CCM Server. These hotfixes will update the source files on the CCM Server and the update will be pushed out to Client PCs. Apply them in numerical order.
KB32161 – ‘msxml6.dll’ – unregisters the file from ‘C:\Program Files\prairieFyre Software Inc\CCM\Applications\SalesForce Integration’ folder to the ‘C:\Windows\System32’ folder where it belongs. This is a shared Microsoft dll.
KB32896 – Updater Service Error in Event Viewer.
KB33039 – MiTAI Proxy Server becomes unresponsive, causing Softphone and PSM to fail.
KB33714 - Requires a PhoneSet Manager license in addition to the SalesForce Agent License.
KB33833 - Call on a key line extension causes the Adapter to fail. This fix ignores Key Line Events as they are unsupported at this time. (Please note KB33833 contains all previous SalesForce hotfixes to date).

Client Setup

Verify the required pre-requisites are installed for the Client Component Pack.
Install the Client Component Pack on the Client PC.
The ‘Role Selector’ will run after install. Choose ‘SalesForce Integration’ as one of the selected options. This will place a shortcut on the desktop and in the ‘Programs’ menu for the SF CTI adapter.
Wait for SalesForce Updates from the CCM server to be installed. Use the ‘Updater Service’ log on the client PC to verify the updates have been received and installed successfully.

IMPORTANT: The CTI adapter will not function correctly until all updates have been received.

NOTE: The SalesForce CTI Adapter does NOT work in Internet Explorer 9. It was recently mentioned by Microsoft that there will be a push to IE9 in the near future. Client PCs will have the option to opt-out if necessary. We strongly recommend to opt-out if you want to use the SalesForce CTI adapter. For more information, please visit the following link: http://windowsteamblog.com/ie/b/ie/archive/2011/12/15/ie-to-start-automatic-upgrades-across-windows-xp-windows-vista-and-windows-7.aspx

YourSite Explorer

Verify SalesForce User’s Agent IDs are set to ‘Advanced real-time and reporting’
Verify SalesForce User’s Extensions are set to ‘Advanced real-time and reporting’
Verify SalesForce User’s Employee must be licensed and associate the ‘Agent ID and ‘Extension’ for this SalesForce User to their Employee ID.
Under the Employee - Create a ‘User Account’ – this account will be used to login into the SalesForce CTI adapter.
Verify the Media Server(s) ‘SMDR Options’ have been set correctly and that there are no ‘Class of Service’ violations.

IMPORTANT: Any ‘Warnings’ or ‘Violations’ will need to be corrected before attempting to login and/or use the CTI adapter. The SF CTI adapter uses Miata data stream. HCI options must be set correctly in the PBX.

Client PC Log Locations

Updater Service:
C:\Program Files\prairieFyre Software Inc\CCM\Services\UpdaterService\UpdaterService Files\Logs

CTI Connector Log & Browser:
C:\Program Files\prairieFyre Software Inc\CCM\Applications\SalesForceIntegration

Applies To

CCM v5.6 GA

Upgrading to Simplified Licensing in Version 5.8

kmiddlemiss — Thu, 15 Dec 2011 14:08:06 GMT

Article ID: 51107 - Last Review: July 29, 2011

Version 5.8 introduces a new Simplified Licensing model for Contact Center Enterprise and Business Edition, Call Accounting, and Intelligent Queue. For complete details on the new Simplified Licensing model, see the Contact Center Solutions and Call Accounting System Engineering Guide.

NOTE: The new Simplified Licensing model no longer supports the concurrent licensing model for Multimedia Contact Center, Contact Center Screen Pop, Salesforce.com Client and CTI Toolkit Client. All licensing now must be assigned to a user. Any customer claiming concurrency will be managed on a case-by-case basis by prairieFyre Software. Please contact sales@prairiefyre.com to be granted additional licensing. It is important to remember that once additional licensing is granted, you will be required to pay Software Assurance on the new licensing upon renewal of your Software Assurance.

The following section details licensing migration information. For device specific migration information pertaining to upgrading to Version 5.8 and the new Simplified Licensing model, see See "Device specific migration information" on page 1.

Contact Center Starter Pack software upgrades

When upgrading to Version 5.8, the level of Contact Center Starter Pack granted will be equal to the highest level of Contact Center features and functionality owned.

If Standard Contact Center features are owned (Contact Center Management, Interactive Contact Center, Enterprise Presence and Chat, and Traffic Analysis), a Contact Center Standard Starter Pack will be granted.

If Advanced Contact Center features are owned (Standard features including Resiliency, Interactive Visual Queue, your choice of Contact Center PhoneSet Manager, Salesforce.com Client, or CTI Toolkit Client, and Contact Center Screen Pop), a Contact Center Advanced Starter Pack will be granted.

If Premium Contact Center features are owned (Standard and Advanced features including Multimedia Contact Center—email, fax, SMS, and Web chat), a Contact Center Premium Starter Pack will be granted.

NOTE:

For sites where a a subset of Standard, Advanced, and Premium features are owned, a mixture of Standard, Advanced, and Premium agents will be granted, and the Starter Pack provided will align with the highest feature set owned.

In regions where Call Accounting is supported, Contact Center sites will automatically be granted a Call Accounting Starter Pack, including 50 Call Accounting extensions and Traffic Analysis.

A Contact Center Network License is required for Resiliency.

A Salesforce.com Connector is a prerequisite and required in order to activate Salesforce.com Clients.

Premium Supervisors

Premium Supervisors (system administrators) have access to all Contact Center, Call Accounting, and Intelligent Queue software (if licensed) for the purposes of configuration and network and system administration. Premium Supervisors are now a purchasable option for use with Contact Center Solutions applications.

NOTE:

One complimentary Premium Supervisor is included with your initial purchase of a Contact Center, Call Accounting, or Intelligent Queue Starter Pack.

No additional complimentary Premium Supervisors are provided when you upgrade from one level of Starter Pack to another, with a complimentary Call Accounting Starter Pack, or when you purchase additional Intelligent Queue Starter Packs. Additional Premium Supervisors must be purchased separately.

For the purposes of migration only, one Premium Supervisor will be provided for every increment of 50 agents owned. On or before the first Software Assurance renewal after migration, should you wish to reduce or increase the amount of Premium Supervisors owned, please contact sales@prairiefyre.com to modify your licensing. It is important to note that once additional licensing is granted, you will be required to pay Software Assurance on the new licensing upon renewal of your Software Assurance

Advanced Supervisors

Advanced Supervisors have access to the Contact Center Management website (reporting), forecasting, My Options, Flexible Reporting, Contact Center Client for real-time monitoring, and YourSite Explorer (read access only). Advanced Supervisors are not a purchasable option and an unlimited number of Advanced Supervisors will be granted.

Contact Center Basic Agents

Any existing site without Interactive Contact Center or Interactive Visual Queue will have their agents converted to Contact Center Basic Agents. If granted the proper security permissions, the agents will be reported on historically, viewed in real time, and has access to real-time monitors. Users also have access to the Contact Center Management / Call Accounting website My Options page to configure user options, such as language preference.

Contact Center Standard Agents

Any existing site with Contact Center Management, Interactive Contact Center, Enterprise Presence and Chat, or Traffic Analysis will have their agents converted to Contact Center Standard Agents. If granted the proper security permissions, agents will now have access to Contact Center Management reporting, real time, forecasting, Enterprise Presence and Chat, and Traffic Analysis features.

Contact Center Advanced Agents

Any existing site with Contact Center Resiliency, Interactive Visual Queue, Contact Center PhoneSet Manager, Salesforce.com Client or CTI Toolkit Client, and Contact Center Screen Pop will have their agents converted to Contact Center Advanced Agents. If granted the proper security permissions, agents will now have access to Contact Center Management reporting, real time, forecasting, Enterprise Presence and Chat, Traffic Analysis, Resiliency, Interactive Visual Queue, choice of Contact Center PhoneSet Manager, Salesforce.com Client or CTI Toolkit Client, and Contact Center Screen Pop.

Contact Center Premium Agents

Any existing site with Multimedia Contact Center will have their agents converted to Contact Center Premium Agents. If granted the proper security permissions, agents will now have access to Contact Center Management reporting, real time, forecasting, Enterprise Presence and Chat, Traffic Analysis, Resiliency, Interactive Visual Queue, choice of Contact Center PhoneSet Manager, Salesforce.com Client or CTI Toolkit Client, Contact Center Screen Pop, and Multimedia Contact Center—email, fax, SMS, and Web chat.

Workforce Scheduling Agents

Any existing sites with Workforce Scheduling Agents will automatically be granted an equal number of Workforce Scheduling Agents under the Simplified Licensing model. Schedule Adherence and Employee Portal are now included with Workforce Scheduling by default, so any customers not previously licensed for Schedule Adherence and Employee Portal will now be granted access to these applications.

NOTE: A Premium Supervisor is required to create schedules using the Workforce Scheduling application, configure Schedule Adherence parameters, and approve and deny requests from Employee Portal.

Contact Center Network License

The Contact Center Network license provides access to unlimited sites and 3300 ICP, 5000, and Axxess connection points for use with the product(s) owned. A Contact Center Network license is valid for use with all Contact Center, Call Accounting, and Intelligent Queue Routing media server types. Any existing site with more than one Contact Center, Call Accounting, or Intelligent Queue Enterprise Node or Enterprise Node Gateways will be granted a Contact Center Network License. If only one Call Accounting Node is owned as part of a shared site with Contact Center only, a Contact Center Network License will be granted.

Business Edition Base Software

All existing Business Edition sites with base software will now have Enterprise Presence and Chat included. Any Business Edition sites with Contact Center PhoneSet Manager, Salesforce.com Clients, or CTI Toolkit Clients will automatically be granted an equal number of Business Edition Integrated Client licenses. Any Business Edition with Contact Center Screen Pop licenses will automatically be granted an equal number of Business Edition Screen Pop licenses.

Business Edition Licensing

For Contact Center Business Edition, you will have 3 different levels of Employee licensing: None, Reporting, or Desktop employee. For Supervisors, you will have 2: None or Desktop supervisor.

Employee license levels:

None: this option enables you to run reports on the employee, if data exists for that employee, however, you cannot monitor the employee in real time and no new data will be collected for the employee. When you select this option historical data for the employee continues to be stored and the employee's name is removed from all Contact Center Client device selection lists.

CAUTION: If data exists for an employee who was previously licensed but is currently unlicensed, that data can be accessed in reports. However, if a summarization is done after the employee is no longer licensed, there is a risk that the collected data could be lost.
Reporting employee: is reported on historically, viewed in real time, and has access to Enterprise Presence and Chat.
Desktop employee: is reported on historically, viewed in real time, has access to Enterprise Presence and Chat, and the ability to view real-time monitors via Contact Center Client.

NOTE: Only one employee type can be selected for each employee. You cannot license an employee if no licenses remain.

Supervisor license levels:

None: use this option for employees who are agents or general business extensions.
Desktop supervisor: has access to the following: Contact Center Management website (reporting, contacts, forecasting, and security), Contact Center Client for real-time monitoring, and YourSite Explorer for enterprise and device configuration.

NOTE: You will need to be a Desktop supervisor to have access to the Auditor tool in Contact Center Client.

Business Edition Integrated Client

Contact Center PhoneSet Manager, CTI Toolkit Client, Salesforce.com Client and Contact Center Screen Pop will no longer be purchasable add-ons to Business Edition. Instead, Business Edition will now offer a Business Edition Integrated Client add-on (Business Edition agent desktop license is a prerequisite), which by default gives the employee access to Contact Center PhoneSet Manager or CTI Toolkit Client software. If the customer purchases the Salesforce.com Connector, the Business Edition Integrated Client optionally allows for a Salesforce.com Client to be added. The Microsoft CRM Connector continues to be an optional add-on to the Business Edition.

Business Edition Screen Pop

Business Edition Screen Pop is an optional add-on to the Business Edition Integrated Client.

Call Accounting Starter Pack software upgrades

Any existing site with Call Accounting will be granted a Call Accounting Starter Pack, 50 Call Accounting Extensions, Traffic Analysis, and one Premium Supervisor. Any existing site with Call Accounting extensions, and, optionally, Subscriber Services extensions, Resiliency, or Traffic Analysis will be granted an equal number of Call Accounting Extensions under the new Simplified Licensing model. Subscriber Services, Resiliency, and Traffic Analysis are now included with Call Accounting by default, so any customers not previously licensed for Subscriber Services, Resiliency, and Traffic Analysis will now be granted access to these applications.

NOTE: A Call Accounting Network License is required for Call Accounting Resiliency.

Call Accounting Extensions

Additional Call Accounting Extensions are available in packs of 50, 250, 500, and 1000. Each Call Accounting Extension can be reported on and viewed in real time to track the costs of calls made and received. Call Accounting Extensions can optionally be configured as Subscriber Services Extensions to enable reporting for marked up costs and service fees.

Call Accounting Network License

The Call Accounting Network license provides access to unlimited sites and 3300 ICP connection points for use with the product(s) owned. The Call Accounting Network License is available to standalone Call Accounting sites only. Any existing site with more than one Call Accounting Enterprise Node or Enterprise Node Gateway will be granted a Call Accounting Network License.If only one Call Accounting node is owned as part of a shared site with Contact Center only, a Contact Center Network License will be granted.

Intelligent Queue Base software upgrades

When upgrading to Version 5.8, any existing site with Intelligent Queue Base software will have the base software converted to an Intelligent Queue Routing Starter Pack. If multiple instances of the Intelligent Queue Base software is owned, an equal amount of Intelligent Queue Routing Starter Packs will be granted. The level of Intelligent Queue Routing Starter Pack granted will be equal to the highest level of Intelligent Queue features and functionality owned.

If Standard Intelligent Queue Routing features are owned (Base with RADs, Messaging and Reporting, and Updated Position in Queue), an Intelligent Queue Standard Routing Starter Pack will be granted.

If Advanced Intelligent Queue Routing features are owned (Standard features including ANI/DNIS Routing and Voice Callbacks), an Intelligent Queue Advanced Routing Starter Pack will be granted.

If Premium Intelligent Queue Routing features are owned (Standard and Advanced features including Collect Caller Entered Digits, Remote Database Verification, Web Callbacks, and Agent Recording), an Intelligent Queue Premium Routing Starter Pack will be granted.

Intelligent Queue Routing Ports

Any existing site with Intelligent Queue Ports will be granted an equal amount of Intelligent Queue Routing Ports. The features and functionality of these ports will align with the level of Intelligent Queue Routing Starter Pack owned.

Contact Center Network Licence

Any existing site with more than one Enterprise Node and one or more Enterprise Node Gateways for Intelligent Queue will be granted a Contact Center Network License.

A La Carte parts

All existing sites with the following a la carte parts will be granted the same licensing in the new model:

Contact Center Softphone—1, 10, 50 Pack (Business and Enterprise Edition)

Workforce Scheduling —1, 10, 50 Pack (Enterprise Edition only)

CTI Developer Toolkit Server (Business and Enterprise Edition)

Salesforce.com Connector (Business and Enterprise Edition)

Microsoft CRM Connector (Business and Enterprise Edition)

Verint Call Recording Connector (Business and Enterprise Edition)

OAISYS Call Recording Connector (Business and Enterprise Edition)

Third-party Workforce Management Connector (Enterprise Edition only)

High Availability (Enterprise Edition only)

Business Edition Integrated Client—1, 5, 10 Pack (Business Edition only)

Business Edition Screen Pop (Business Edition only)

Contact Center Business to Enterprise Edition upgrade—1 unit (Business Edition only)

CSM to Contact Center Business or Enterprise Edition upgrade (Business and Enterprise Edition)

Contact Center Competitive Displacement—1 unit (Business and Enterprise Edition)

Standard, Advanced, Premium, Premium Plus, TotalSolutions Program (TSP) and Upgrades Only Software Assurance—1 unit (Business and Enterprise Edition)

Contact Center and Call Accounting Demo kits

Contact Center and Call Accounting Try Before You Buy

Device specific migration information

This section provides a detailed overview of how devices configured in YourSite Explorer are migrated to Simplified Licensing when you upgrade to Version 5.8. These rules also apply when you restore a pre-Version 5.8 backup on a Version 5.8 Enterprise Server.

When upgrading to Version 5.8

If 3300 ICP media servers are programmed with the previous maximum of 500 MiTAI monitors, each 3300 ICP media server in your enterprise is upgraded to 800 maximum MiTAI monitors.

If agents, extensions, and queues were enabled with Advanced real time and reporting, they are upgraded to be enabled for the same features and functionality.

NOTE: The Advanced real time and reporting option available in pre-Version 5.8 releases is no longer exposed in Version 5.8. All agents, extensions, and queues are now configured for the features and functionality available with Advanced real time and reporting by default in Version 5.8.

If employees configured in YourSite Explorer

o were not enabled with Advanced real time and reporting, their default employee license will be set to None.

o were enabled with Advanced real time and reporting, there was a Multimedia Contact Center media server configured, and at least one of the associated agents was a multimedia agent, their default employee license will be set to Premium.

o were enabled with Advanced real time and reporting and at least one of the associated agents or extensions were configured with a failover media server, their default employee license will be set to Advanced. If this same scenario was encountered in a Contact Center Business Edition configuration, their default employee license will be set to either Reporting or Desktop to align with what they had prior to upgrading, with Multimedia Contact Center enabled..

o were assigned a security role that enabled them to use soft phone or were assigned either of the two system security roles (Local Administrator or Enterprise Administrator), they will be assigned a soft phone license. If this same scenario was encountered in a Contact Center Business Edition configuration, they would be assigned a Desktop, Integrated Client, and Softphone license.

o and none of the previous four scenarios applied, they will be assigned a Standard employee license. However, if no Standard licenses remain, an attempt will be made to upgrade them to an Advanced or Premium employee license in an effort to avoid over-licensing employees. If no Advanced or Premium licenses remain, employees will be assigned a Standard employee license. In this scenario, you must either manually reassign employee licenses so you are no over licensed or contact sales@prairiefyre.com to be granted or purchase additional licensing.

o were assigned either of the two system security roles (Local Administrator or Enterprise Administrator) or their security role enabled them to manage Workforce Scheduling, they will be assigned a Premium Supervisor license.

NOTE: If you did not previously use security roles and had employees using client applications and configured with a username and password in YourSite Explorer, these employees would have been automatically configured with the default security role of Local Administrator. After upgrading to Version 5.8, all employees with the Local Administrator security role will be assigned a Premium Supervisor license. This may result in an over licensing scenario and you will not be able to edit employees associated to these over licensed supervisors in YourSite Explorer until you correct the licensing or purchase additional Premium Supervisor licenses.

Once you have successfully upgraded to Version 5.8, it is important that you review your employee licensing to ensure that you have not consumed more licenses than you have been granted and that employees have the appropriate security roles associated to them. If you have any questions or concerns please contact your Mitel approved vendor.

Keywords: 5.8 upgrade simplified licensing migration

IQ - When saving Callback settings, the page goes blank

kmiddlemiss — Wed, 14 Dec 2011 14:50:55 GMT

Article ID: 51404 - Last Review: December 14, 2011

PROBLEM

When saving callback settings in Intelligent Queue, the IQ UI page goes blank.

CAUSE

Two settings are required in order for this to work successfully;

The user logged in making the change needs to have the "Manage Callback" set as permission.
Under Configuration > PBX Settings, the PBX name needs to be set.

RESOLUTION

To configure the User permissions;

In the Intelligent Queue console, click on Administration > Manage Users
Select the User Name that requires that will manage the callbacks
Ensure that the "Manage Callbacks" checkbox is enabled.

To configure the PBX name;

In the Intelligent Queue console, click on Configure > PBX Settings.
Click on Edit.
Select the PBX under the Media name drop-down box.
Click on Update.
In order for the name to be changed, an IISRESET will be required (Start > Run > type iisreset)

APPLIES TO

Intelligent Queue

Keywords: IQ callback settings save blank white UI

Too many agents are simultaneously logged on alarm

kmiddlemiss — Wed, 14 Dec 2011 09:26:49 GMT

Article ID: 50634 - Last Review: January 6, 2011

PROBLEM

You receive the following alarm in the Contact Center Client Network Monitor:

CAUSE

The alarm is triggered because there is an employee license violation. Only one agent may logon to the phone at a time for each CCM employee license.

RESOLUTION

First we need to determine which agent IDs are triggering the alarm.

Instructions:
Open the EnterpriseServerLog.txt with Notepad which is located in the following folder by default:
c:\Program Files\prairieFyre Software Inc\CCM\Logs

Starting from the bottom of the file, search for "violation".

The search should find something like this for example:
eError 3/19/2010 10:21:46 AM EnterpriseHelper - CheckAlarm Set alarm TooManyAgentsLoggedIn
eError 3/19/2010 10:21:46 AM Stats Error Handler - Voice agent license violation. Multiple agent login IDs detected 2 voice agents are concurrently logged in for employee (1000,Agent1000, Hotdesk)

Next, determine the agent IDs associated to this employee.

Open the CCM Website and click Yoursite=>Configuration
Find the employee (from the error log) and click View Agent Logins next to that employee.

NOTE: In order to actually clear the alarm in the network monitor, you must log off all associated agents from the phone.

UPDATE: A hotfix has been created for v5.6 GA which will allow the alarm to be cleared once the first agent logs out.
For more information, please see the following article: KnowledgebaseArticle50732

To prevent this alarm from re-occurring, do not logon more than one associated agents at the same time. If there is a need to, you must create and license a new employee for each agent ID and associate the agent to the employee.

APPLIES TO

CCM version 5.6 GA

Keywords: "too many agents" logged on to many simultaneously