prairieFyre Knowledge Base

How to skip a media server during Synchronization

ademski — Wed, 08 Sep 2010 07:52:18 GMT

Summary

In some situations, you may wish to execute an Enterprise wide synchronization but would like to omit one or more of the ICP 3300's from the sync. As an example, you may want to skip the sync for an SX-2000 since that media server type does not support syncronization. This article explains how to skip a media server during a Synchronization.

Resolution

Open SQL Server Management Studio (Start=>All Programs=>Microsoft SQL Server=>SQL Server Management Studio)
Connect to the SQL Server using the appropriate credentials
Expand Databases=>CCMData
Right-click dbo.tblEnterpriseConfig_Node
- If using SQL Management 2008, choose "Select Top 200 Rows"
- If using SQL Management 2005, choose "Open Table"
The table will contain each of the media servers and can be easily identified by the "Name" column
Scroll to the right and look for the "MisyncSkipSync" column
Change the value True for each media server you wish to skip during sync

Applies To

CCM version 5.7 GA
CCM version 5.7 SP1

Office 2010 Protected Mode new security feature

ademski — Tue, 07 Sep 2010 10:48:05 GMT

Article ID: 50930 - Last Review: September 7, 2010

SUMMARY

Protected mode is a new security feature available in Microsoft Office 2010. It enhances protection against risky Outlook email attachments, files that came from the Internet, files that fail validation or files that are located in potentially unsafe locations.

There is a possibility that with protected mode enabled, it may cause issues when trying to view reports in CCMWeb.

Protected mode is enabled by default. To disable it, perform the following steps below:

Open Microsoft Excel 2010
Click on File and select Options
Select Trust Center in the left pane
Click the Trust Center Settings button
Select Protected View in the left pane
Uncheck the following three options under the Protected View
Enable Protected View for files originating from the Internet
Enable Protected View for files located in potentially unsafe locations
Enable Protected View for Outlook attachments
Click OK

APPLIES TO

CCM versions 5.7 and higher

Keywords: office 2010 protected mode

MCC auto-acknowledgement and sender auto-reply causes emails to bounce back and forth

ademski — Tue, 07 Sep 2010 10:05:42 GMT

Article ID: 50929 - Last Review: September 7, 2010

PROBLEM

If a Multimedia queue is configured to send an auto-acknowledgement and the original sender has auto-reply enabled, emails will keep bouncing back and forth between the sender and Exchange. This will occur when the original sender's auto-reply emails the queue AFTER two minutes.

CAUSE

The MCC auto-acknowledgement sends an email to the customer but the customer's auto-reply takes longer than 2 minutes for the prairieFyre Exchange server to receive. The MCC service treats this as a new email, tickets the email, and sends another auto-acknowledgement creating a loop with emails bouncing back and forth.

RESOLUTION

Increase the ping pong protection value in the SQL database. The number in the ping pong filed represents the number of minutes the system will remember an email address and not send an auto reply to it. The default value is 2.

Launch SQL Server Studio Management
Expand Databases=>CCMData
Right-click tblEnterpriseConfig_Enterprise and select Open Table
Locate the column called PingPongProtectionMinutes
Increase the value
Restart the prairieFyre .NET Enterprise service

APPLIES TO

Multimedia Contact Center

Keywords: ping pong protection auto ack acknowledge bounce loop

How to setup Performance Counters to assist with CPU / Memory related issues

ademski — Fri, 03 Sep 2010 11:27:40 GMT

INTRODUCTION

Setting up performance monitors can be helpful in diagnosing resource related problems with a server and/or client machine.

The thought process was that we are mostly thinking about Processor, Memory, Disk I/O and Networking. Sometimes we want to look at the system as a whole and other times we want to look at a particular application.

Setting the performance counters up is one thing, however, more importantly, it is learning to interpret the numbers properly and figure out what they are trying to tell us.

Setting up a performance counter:

1.) Go to the Control Panel
2.) Click on Administrative Tools
3.) Click on Performance
4.) Right click on Counter Logs.
5.) Select New Log Settings.
6.) Enter a name for the log and click OK.
7.) Click on Add Objects.
8.) Select what type of performance object you want and click Add.
9.) Click Close.
10.) Change the Log File type to "Text File (Tab Delimited)".
11.) Click Apply and OK.

Which Performance Counters to use:

Processor

To measure processor utilization and context switching, you can use the following counters:

Counter Name	Threshold	Significance
Processor\% Processor Time	The general figure for the threshold limit for processors is 85 percent.	This counter is the primary indicator of processor activity. High values many not necessarily be bad. However, if the other processor-related counters are increasing linearly such as % Privileged Time or Processor Queue Length, high CPU utilization may be worth investigating.
Processor\% Privileged Time	A figure that is consistently over 75 percent indicates a bottleneck.	This counter indicates the percentage of time a thread runs in privileged mode. When your application calls operating system functions (for example to perform file or network I/O or to allocate memory), these operating system functions are executed in privileged mode.
System\Context Switches/sec	As a general rule, context switching rates of less than 5,000 per second per processor are not worth worrying about. If context switching rates exceed 15,000 per second per processor, then there is a constraint.	Context switching happens when a higher priority thread preempts a lower priority thread that is currently running or when a high priority thread blocks. High levels of context switching can occur when many threads share the same priority level. This often indicates that there are too many threads competing for the processors on the system. If you do not see much processor utilization and you see very low levels of context switching, it could indicate that threads are blocked.

Memory

To measure memory utilization and the impact of paging, you can use the following counters:

Counter Name	Threshold	Significance
Memory\Available Mbytes	A consistent value of less than 20 to 25 percent of installed RAM is an indication of insufficient memory.	This indicates the amount of physical memory available to processes running on the computer. Note that this counter displays the last observed value only. It is not an average.
Memory\Page Reads/sec	Sustained values of more than five indicate a large number of page faults for read requests.	This counter indicates that the working set of your process is too large for the physical memory and that it is paging to disk. It shows the number of read operations, without regard to the number of pages retrieved in each operation. Higher values indicate a memory bottleneck. If a low rate of page-read operations coincides with high values for Physical Disk\% Disk Time and Physical Disk\Avg. Disk Queue Length, there could be a disk bottleneck. If an increase in queue length is not accompanied by a decrease in the pages-read rate, a memory shortage exists.
Memory\Pages/sec	Sustained values higher than five indicate a bottleneck.	This counter indicates the rate at which pages are read from or written to disk to resolve hard page faults. Multiply the values of the Physical Disk\Avg. Disk sec/Transfer and Memory\Pages/sec counters. If the product of these counters exceeds 0.1, paging is taking more than 10 percent of disk access time, which indicates that you need more RAM.
Memory\Pool Nonpaged Bytes	Watch the value of Memory\Pool Nonpaged Bytes for an increase of 10 percent or more from its value at system startup.	If there is an increase of 10 percent or more from its value at startup, a serious leak is potentially developing.
Server\Pool Nonpaged Failures	Regular nonzero values indicate a bottleneck.	This counter indicates the number of times allocations from the nonpaged pool have failed. It indicates that the computer's physical memory is too small. The nonpaged pool contains pages from a process's virtual address space that are not to be swapped out to the page file on disk, such as a process' kernel object table. The availability of the nonpaged pool determines how many processes, threads, and other such objects can be created. When allocations from the nonpaged pool fail, this can be due to a memory leak in a process, particularly if processor usage has not increased accordingly.
Server\Pool Paged Failures	No specific value.	This counter indicates the number of times allocations from the paged pool have failed. This counter indicates that the computer's physical memory or page file is too small.

Disk I/O

To measure disk I/O activity, you can use the following counters:

Counter Name	Threshold	Significance
PhysicalDisk\Avg. Disk sec/Read	No specific value.	This counter indicates the average time, in seconds, of a read of data from the disk.
PhysicalDisk\Avg. Disk sec/Transfer	Should not be more than 18 milliseconds.	This counter indicates the time, in seconds, of the average disk transfer. This may indicate a large amount of disk fragmentation, slow disks, or disk failures. Multiply the values of the Physical Disk\Avg. Disk sec/Transfer and Memory\Pages/sec counters. If the product of these counters exceeds 0.1, paging is taking more than 10 percent of disk access time, so you need more RAM.

Network I/O

To measure network I/O, you can use the following counters:

Counter Name	Threshold	Significance
Network Interface\Bytes Total/sec	Sustained values of more than 80 percent of network bandwidth.	This counter indicates the rate at which bytes are sent and received over each network adapter. This counter helps you know whether the traffic at your network adapter is saturated and if you need to add another network adapter. How quickly you can identify a problem depends on the type of network you have as well as whether you share bandwidth with other applications.
Network Interface\Bytes Received/sec	No specific value.	This counter indicates the rate at which bytes are received over each network adapter. You can calculate the rate of incoming data as a part of total bandwidth. This will help you know that you need to optimize on the incoming data from the client or that you need to add another network adapter to handle the incoming traffic.
Network Interface\Bytes Sent/sec	No specific value.	This counter indicates the rate at which bytes are sent over each network adapter. You can calculate the rate of incoming data as a part of total bandwidth. This will help you know that you need to optimize on the data being sent to the client or you need to add another network adapter to handle the outbound traffic.
Server\Bytes Total/sec	Value should not be more than 50 percent of network capacity.	This counter indicates the number of bytes sent and received over the network. Higher values indicate network bandwidth as the bottleneck. If the sum of Bytes Total/sec for all servers is roughly equal to the maximum transfer rates of your network, you may need to segment the network.

Threading and Contention

To measure threading and contention, use the following counters:

Counter Name	Threshold	Significance
.NET CLR LocksAndThreads\Contention Rate / sec	No specific value.	This counter displays the rate at which the runtime attempts to acquire a managed lock but without a success. Sustained nonzero values may be a cause of concern. You may want to run dedicated tests for a particular piece of code to identify the contention rate for the particular code path.
.NET CLR LocksAndThreads\Current Queue Length	No specific value.	This counter displays the last recorded number of threads currently waiting to acquire a managed lock in an application. You may want to run dedicated tests for a particular piece of code to identify the average queue length for the particular code path. This helps you identify inefficient synchronization mechanisms.
Thread\% Processor Time	No specific value.	This counter gives you the idea as to which thread is actually taking the maximum processor time. If you see idle CPU and low throughput, threads could be waiting or deadlocked. You can take a stack dump of the process and compare the thread IDs from test data with the dump information to identify threads that are waiting or blocked.

SQL Counters

Counter Name	Threshold	Significance
SQLServer: SQL Statistics: Batch Requests/Sec	No specific value.	Over 1000 batch requests a sec and is generally inline with how busy your CPU is. Can be used as a pre-warning indicator if you are not experiencing an issue that it might be on its way.
SQLServer: SQL Statistics: SQL Compilations/Sec counter	No specific value.	Used to see if you are unnecessarily recompiling, a high number (over 100/sec), indicator of server performance.
Number of Deadlocks/sec	No specific value.	It takes a few deadlocks for this information to be noticeable but this would be useful if you were getting into contention issues.
SQL Server Access Methods Object: Full Scans/sec	No specific value.	In some cases Table Scans are ok (small datasets, data that doesn’t change much), but usually you want to see an index seek. This would be useful for cases where they are complaining of slow DB performance so we could see if we are missing any indexes.

KEYWORDS

performance monitors counters how to setup

A server error occurred when saving in YSE: Network access for MSDTC disabled

ademski — Fri, 03 Sep 2010 07:02:14 GMT

Article ID: 50896 - Last Review: September 3, 2010

PROBLEM

A server error occurs when saving changes in YourSite Explorer.

SYMPTOMS

When you attempt to save a change in YourSite Explorer, it displays the following error:

For example, this can happen when making a change to a carrier plan.

The following error can be found in the YSE log:

eError 8/11/2010 2:51:06 PM prairieFyre.BusinessObjects.CallAccounting.CarrierPlanCollection : Save
--- Start Exception Stack ---
Csla.DataPortalException: DataPortal.Update failed (Csla.DataPortalException: DataPortal.Update failed (Csla.DataPortalException: DataPortal.Update failed (Csla.DataPortalException: DataPortal.Fetch failed (Network access for Distributed Transaction Manager (MSDTC) has been disabled. Please enable DTC for network access in the security configuration for MSDTC using the Component Services Administrative tool.) ---> Csla.Reflection.CallMethodException: DataPortal_Fetch method call failed ---> System.Transactions.TransactionManagerCommunicationException: Network access for Distributed Transaction Manager (MSDTC) has been disabled. Please enable DTC for network access in the security configuration for MSDTC using the Component Services Administrative tool. ---> System.Runtime.InteropServices.COMException (0x8004D024): The transaction manager has disabled its support for remote/network transactions. (Exception from HRESULT: 0x8004D024)
at System.Transactions.Oletx.IDtcProxyShimFactory.ReceiveTransaction(UInt32 propgationTokenSize, Byte[] propgationToken, IntPtr managedIdentifier, Guid& transactionIdentifier, OletxTransactionIsolationLevel& isolationLevel, ITransactionShim& transactionShim)
at System.Transactions.TransactionInterop.GetOletxTransactionFromTransmitterPropigationToken(Byte[] propagationToken)
--- End of inner exception stack trace ---

This problem may be more commonly seen on CCM servers using a remote SQL Database.

CAUSE

The Network access for Distributed Transaction Manager (MSDTC) has been disabled on the CCM Server or the remote SQL Server.

RESOLUTION

Enable network DTC to have access using the steps below.
NOTE: If you are using a remote SQL Server, you MUST perform these steps on the SQL Server as well.

Windows 2003 Server

Click Start=>Control Panel=>Add or Remove Programs.
Click Add/Remove Windows Components.
Select Application Server, and then click Details.
Select Enable network DTC access, and the click OK.
Click Next.
Click Finish.

NOTE: If running Windows 2003 Server SP1, you must perform these additional steps:

Click Start=>Run, type comexp.msc, and then click OK to open Component Services.
Expand Component Services, expand Computers, right-click My Computer, and then click Properties.
On the MSDTC tab, click Security Configuration under Transaction Configuration, click to select the Network DTC Access check box under Security Settings, and then click to select the following check boxes under Transaction Manager Communication:
- Allow Inbound
- Allow Outbound
On Microsoft Cluster Server (MSCS) clusters, you cannot select Mutual Authentication Required. Therefore, click to select the following check box:
- No Authentication Required
Make sure that the Logon Account is set to NTAUTHORITY\NetworkService.
Click OK. A message box explains that the MS DTC Service will be stopped and restarted, and that all dependent services will also be stopped and restarted. Click Yes.

NOTE: If this is a Majority Node Set (MNS) cluster, do not use the MNS resource as the storage device for MS DTC. MS DTC requires a storage resource such as a physical disk.

Windows 2008 Server

Open Component Services (Start=>Administrative Tools=>Component Services)
Expand Component Services=>Computers=>My Computer=>Distributed Transaction Coordinator
Right-click Local DTC and select Properties
Click the Security tab
Check Network DTC Access
Under the Transaction Manager Communication section, enable the following check boxes:
- Allow Inbound
- Allow Outbound
Select No Authentication Required
Make sure that the DTC Logon Account is set to NTAUTHORITY\NetworkService
Click OK

APPLIES TO

CCM version 5.4 or higher

Keywords: msdtc mstdc distributed transaction manager

KB25504: Summarize fails with error during the Traffic summary stage

ademski — Fri, 03 Sep 2010 06:13:39 GMT

Problem

Data Summarization fails.

Symptoms

When an automatic or manual summarize is executed, it will fail with the following error in the DataProcessor log file:

eError: 5/7/2009 3:55:12 PM Summarize - SummarizeSelectMedia: The process cannot access the file 'Node_011f635c-0bf9-48e0-9249-256aa2161429_TrafficData_20090103.txt' because it is being used by another process.
STACK: at System.IO.Directory.DeleteHelper(String fullPath, String userPath, Boolean recursive)
at System.IO.Directory.Delete(String fullPath, String userPath, Boolean recursive)
at prairieFyre.Traffic.DataReader.SummarizeTraffic.DeleteExistingBulkInsertFiles()
at prairieFyre.Traffic.DataReader.SummarizeTraffic..ctor(DateTime dtStartDate, DateTime dtEndDate)
at prairieFyre.BAL.DataAnalysis.Summarize.SummarizeSelectMedia(Guid[] mediaIDs, DateTime[] dates, Int32 ReplayStreamTimeNotificationIntervalSecs, SummarizeStatusUpdate OnSummarizeStatusUpdate, SummarizeProcessingCompleted

Cause

This is caused by an error in the Traffic summary engine.

Workaround

Disable Traffic Data collection for media servers.

Resolution

Download the following hotfix to the CCM Enterprise Server: KB25504
Double-click the .exe file and follow the instructions.

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 5.5 SP2

Multimedia email messages not routing to agents

ademski — Thu, 02 Sep 2010 09:25:59 GMT

Article ID: 50928 - Last Review: September 2, 2010

PROBLEM

Multimedia email messages are not routing to agents.

SYMPTOMS

Multimedia messages will be ticketed and remain in the queue public folder, but will not route to agents. Messages will not move to the repository.

The Windows Event Viewer on the prairieFyre exchange server may contain an error similar to the following:

An error occured while processing an Exchange object. The log file, C:\Program Files\prairieFyre Software Inc\CCM\Services\ExchangeRouter\Logs_6150Router\MCC Exchange Objects-Log-1.txt, may contain more details. Details of the error are listed below:
Exchange message ID: 0
Object URL: file://./backofficestorage/L-com.com/Public Folders/CyberAED/Queues/ArianneRivas/RE%3A Sales Acknowledgement #3268046 from ARIANNE PENA-RIVAS at L-com, Inc.-5441814.EML
Required action: CreateNewMessage
Error StackTrace: System.Runtime.InteropServices.COMException (0x800A0E94): Server cannot complete the operation.
at ADODB.RecordClass.CopyRecord(String Source, String Destination, String UserName, String Password, CopyRecordOptionsEnum Options, Boolean Async)
at prairieFyre.Exchange.ExchangeMailItem.CopyTo(String sDestURL)
at prairieFyre.Services.Message_New.ProcessNewMessage()
at prairieFyre.Services.Message_New.InternalProcess()
at prairieFyre.Services.Message_Base.Process()
at prairieFyre.Services.WorkItem.DoWork(Object state)

The Exchange Router log may contain the following error:

Error in initializing message ID : 5112986. Cannot find message in the repository - LEAVING MESSAGE ALONE. Original Queue URL: file://./backofficestorage/L-com.com/Public Folders/-FlatUrlSpace-/a51a594c1bae924e98edaba5f1aa0f2a-7e2ef4d/a51a594c1bae924e98edaba5f1aa0f2a-1c868d9b

The Enterprise log may contain the following warning:

eWarning 9/1/2010 10:50:55 AM EnterpriseServer MCC CallMgr - HandleExchangeFailure Message ID 5112892 is no more in the queue public folder. This message will be dequeued

CAUSE

The Repository folder has reached it's size limit. The default public folder size is approximately 2GB. The file size limit can also affect other functions such as replies not processing if the replies folder is at it's limit. Calls will queue up and can be seen in the "Queue Now" monitor, but agents will remain idle.

WORKAROUND

Purge older messages from the repository folder.

RESOLUTION

Increase the size of the repository folder. (Instructions below are for Exchange 2007)

Open the Exchange Management Console (Start=>All Programs=>Microsoft Exchange Server 2007=>Exchange Management Console)
Select Toolbox and double-click Public Folder Management Console
Expand the Default Public Folders and click CyberAED
Click Properties on the Employees Action menu
Select the Limits tab
Under Storage quotas, increase the Maximum size (KB) value to a higher number
You can also just check Use database quota defaults instead of limiting the size
Click OK

APPLIES TO

Multimedia Contact Center versions

Keywords: mcc emails not routing

How to move from SQL Express to Full SQL Server

ademski — Thu, 02 Sep 2010 08:27:07 GMT

Article ID: 50905 - Last Review: September 2, 2010

SUMMARY

The attached guide explains the steps how move from SQL Express to full SQL Server.

KEYWORDS

sql server upgrade doc process guide instructions

KB38804: PhoneSet Manager controls take excessively long time to load

ademski — Thu, 02 Sep 2010 07:07:12 GMT

Article ID: 50927 - Last Review: September 2, 2010

PROBLEM

PhoneSet Manager controls take an excessively long time to load.

SYMPTOMS

Clicking OK in the Softphone configuration dialog to launch PhoneSet Manager takes several minutes, during which time the user has no control over the Contact Center Client.

CAUSE

Sorting the configured Account Codes and Account Code groups was not optimized when initializing Phone Set Manager.

WORKAROUND

Reduce the amount of Account Codes and Account Code groups. The customer that first reported this issue had configured over 4400 Account Codes.

RESOLUTION

Download the following hotfix to the CCM Enterprise Server: KB38804
Double-click the .exe file and follow the instructions.

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.

To download this hotfix

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.
- 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.
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 5.7 GA

Keywords: 38804 phoneset manager psm slow loading

KB38819: CCC Call Notes not working

ademski — Thu, 02 Sep 2010 06:58:42 GMT

Article ID: 50926 - Last Review: September 2, 2010

PROBLEM

The Contact Center Client Call Notes are not working.

SYMPTOMS

Inside the CCC, if you select the "display call notes" option in Phoneset Manager/Softphone, it does not display. The call notes window may display initially, but once it's closed it does not reopen.

The PFShell log contains the following error:

eError    13/08/2010 10:29:26 AM   miniphoneview::Device_IncomingCall Can not activate the view CallAnnotationEditor.The original exception is: Controls created on one thread cannot be parented to a control on a different thread.
Parameter name: value    at System.Windows.Forms.Form.set_MdiParentInternal(Form value) |    at Microsoft.ApplicationBlocks.UIProcess.GraphNavigator.StartMDITask(TaskArgumentsHolder holder, TaskArgumentsHolder args)
   at Microsoft.ApplicationBlocks.UIProcess.UIPManager.StartNavigationTask(String navGraph, TaskArgumentsHolder args)
   at prairieFyre.WinForms.SoftPhone.SoftPhoneController.get_IsCallAnnotationsRunning() in e:\TeamBuild\CCS\CI_ContactCenterClient_5.7\Sources\Source\Applications\ContactCenterClient\PrairieFyreClientShell\Winforms\Softphone\SoftPhoneController.cs:line 408
   at prairieFyre.WinForms.SoftPhone.MiniPhoneView.Device_IncomingCall(Object sender, CallReceivedEventArgs e) in e:\TeamBuild\CCS\CI_ContactCenterClient_5.7\Sources\Source\Applications\ContactCenterClient\PrairieFyreClientShell\Winforms\Softphone\MiniPhoneView.cs:line 4140

CAUSE

This is caused by attempting to access a control from a thread other than the GUI thread.

WORKAROUND

None.

RESOLUTION

Download the following hotfix to the CCM Enterprise Server: KB38819
Double-click the .exe file and follow the instructions.

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.

To download this hotfix

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.
- 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.
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 5.7 SP1

Keywords: 38819 call notes not displaying missing hidden unavailable does not open

KB38625: Resizing Employee List in Adherence monitor causes "Object reference not set to an instance of an object" exception

ademski — Thu, 02 Sep 2010 06:18:18 GMT

Article ID: 50925 - Last Review: September 2, 2010

PROBLEM

Moving the splitter control to resize the Employee List in the Timebar Adherence monitor, causes an "Object reference not set to an instance of an object" exception.

SYMPTOMS

When moving the splitter control in the Contact Center Client adherence monitor, it causes an exception.

The following error can be found in the PFShell log file:

eError 8/10/2010 10:47:08 AM Unhandled exception occured | Contact Center Client [Unhandled Exception]

Object reference not set to an instance of an object., CCSClient
at prairieFyre.CCS.Client.TimebarView.TimebarView.splitContainer1_SplitterMoved(Object sender, SplitterEventArgs e)
at System.Windows.Forms.SplitContainer.OnSplitterMoved(SplitterEventArgs e)
at System.Windows.Forms.SplitContainer.set_SplitterDistance(Int32 value)
at System.Windows.Forms.SplitContainer.ApplySplitterDistance()
at System.Windows.Forms.SplitContainer.ResizeSplitContainer()
at System.Windows.Forms.SplitContainer.OnLayout(LayoutEventArgs e)
at System.Windows.Forms.Control.PerformLayout(LayoutEventArgs args)
at System.Windows.Forms.Control.System.Windows.Forms.Layout.IArrangedElement.PerformLayout(IArrangedElement affectedElement, String affectedProperty)
at System.Windows.Forms.Layout.LayoutTransaction.DoLayout(IArrangedElement elementToLayout, IArrangedElement elementCausingLayout, String property)
at System.Windows.Forms.ScrollableControl.OnVisibleChanged(EventArgs e)
at System.Windows.Forms.Control.OnParentVisibleChanged(EventArgs e)
at System.Windows.Forms.Control.OnVisibleChanged(EventArgs e)
at System.Windows.Forms.ScrollableControl.OnVisibleChanged(EventArgs e)
at System.Windows.Forms.Control.OnParentVisibleChanged(EventArgs e)
at System.Windows.Forms.Control.OnVisibleChanged(EventArgs e)
at System.Windows.Forms.ScrollableControl.OnVisibleChanged(EventArgs e)
at System.Windows.Forms.Form.OnVisibleChanged(EventArgs e)
at System.Windows.Forms.Control.WmShowWindow(Message& m)
at System.Windows.Forms.Control.WndProc(Message& m)
at System.Windows.Forms.ScrollableControl.WndProc(Message& m)
at System.Windows.Forms.ContainerControl.WndProc(Message& m)
at System.Windows.Forms.Form.WmShowWindow(Message& m)
at System.Windows.Forms.Form.WndProc(Message& m)
at System.Windows.Forms.Control.ControlNativeWindow.OnMessage(Message& m)
at System.Windows.Forms.Control.ControlNativeWindow.WndProc(Message& m)
at System.Windows.Forms.NativeWindow.Callback(IntPtr hWnd, Int32 msg, IntPtr wparam, IntPtr lparam)

CAUSE

There is a logic error in the CCSClient binary.

WORKAROUND

None.

RESOLUTION

Download the following hotfix to the CCM Enterprise Server: KB38625
Double-click the .exe file and follow the instructions.

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.

To download this hotfix

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.
- 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.
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 5.7 GA

Keywords: 38625

MCC Exchange Diagnostics service terminates unexpectedly

ademski — Wed, 01 Sep 2010 10:57:03 GMT

Article ID: 50924 - Last Review: September 1, 2010

PROBLEM

The Multimedia Exchange Diagnostics service terminates unexpectedly.

SYMPTOMS

The Exchange Diagnostic service (also known as the prairieFyre MCC Exchange Setup) will stop unexpectedly multiple times throughout the day.

The Windows Event Viewer contains the following error:

The prairieFyre ExchangeDiagnostics service terminated unexpectedly. It has done this 1 time(s).
Event ID: 7034
Source: Service Control Manager

CAUSE

Some of the multimedia service files were packaged incorrectly. This affects CCM upgrades going from version 5.5 sp3 to 5.7.

RESOLUTION

Manually update the Exchange Diagnostic service files.

Download the following file to the MCC Exchange Server desktop: ExchangeDiagnostics.zip
Stop the following services:
- prairieFyre WatchDog Service
- prairieFyre MCC Exchange Setup
Browse to [InstallDir]:\Program Files\prairieFyre Software Inc\CCM\Services
Rename the ExchangeDiagnostics folder to ExchangeDiagnostics.old
Extract ExchangeDiagnostics.zip (downloaded in step #1) to [InstallDir]:\Program Files\prairieFyre Software Inc\CCM\Services
Start the following services:
- prairieFyre WatchDog Service
- prairieFyre MCC Exchange Setup

APPLIES TO

CCM version 5.7 GA

Keywords: mcc mmc exchange diagnostic service fails stops

KB220: Remote node wallboarder does not function properly

ademski — Wed, 01 Sep 2010 07:06:49 GMT

Problem:

After applying 5.1 Service Pack 3, the wallboarder does not function properly. This is caused by required files not being registered properly.

Resolution:

Apply KB220 to your Enterprise Server to fix this problem. KB220 will register the required files and will fix the wallboarder.

Where to find the hotfix:

Download the hotfix here: KB220

How to apply:

This hot fix is only to be installed on a version 5.1 Service Pack 3. Apply the hot fix on the server. Double click the executable and follow the on-screen instructions.

KB26497: Extension Accounting Trace report inbound call numbers showing up with an e

ademski — Wed, 01 Sep 2010 07:04:55 GMT

PROBLEM

When running the Call Accounting report "Extension Accounting Trace" for inbound calls, various numbers are showing up with an extra digit in front of the extension

CAUSE

This extra digit is the SysID of the PBX that the extension is associated with, and the call is being placed on one PBX and answered on another (intra switch call).

RESOLUTION

Install KB26497 on the CCM server.

HOW TO APPLY THE HOTFIX

This hotfix must be installed on your Enterprise Server and you must be running version 5.5

Download the hotfix to your server from here: KB26497

Double click the .exe file and follow instructions

KB26436: Network Monitor Alarm - SMDR error - ANI = 0

ademski — Wed, 01 Sep 2010 07:01:20 GMT

PROBLEM

The network monitor occasionally shows an alarm for an SMDR error. This occurs when the ANI is 0 or less than 3 digits

CAUSE

SMDR error on an outbound call when the ANI is smaller than the SysID.

WORKAROUND (if applicable)

The work around for this issue would be to reconfigure system so that ANI is never smaller than 3 digits.

RESOLUTION

Install hotfix 26436

HOW TO APPLY THE HOTFIX

This hotfix must be installed on your Enterprise Server and you must be running version 5.2sp1

Download the hotfix to your server from here: KB26436

Double click the .exe file nd follow instructions

KB316: Queue by Period realtime monitor does now show short abandons

ademski — Tue, 31 Aug 2010 13:03:27 GMT

PROBLEM

Any call made to a monitored path that falls below the short abandoned time do not register in the Q by period screen.

One can run a Q perf by period report and the report will show the call as short abandonned

CAUSE

A defect in the code

RESOLUTION

Install hotfix KB316 only if you are running 5.3 SP1 or SP2. Install the hotfix on the server.

HOW TO APPLY THE HOTFIX

This hotfix must be installed on your Enterprise Server and you must be running a minimum version of 5.3 SP1

Download the hotfix to your server from here: KB316

Double click the .exe file and follow instructions

KB314: Interflowed calls pegged optionally not pegged as Queue Unavailable

ademski — Tue, 31 Aug 2010 13:00:02 GMT

PROBLEM

Interflowed calls will pegged get as Queue Unavailable if ShortAbondened is configured to be greater than Interflow Timer

CAUSE

By design

RESOLUTION

Provide with a registry setting that disables the default above behavior, i.e. Interflowed calls will get pegged as interflowed even if ShortAbandoned is greater than Interflow timer.

HOW TO APPLY THE HOTFIX

1) This hotfix must be installed on your Enterprise Server and you must be running version 5.2 SP1

Download the hotfix to your server from here: KB314.

Double click the .exe file and follow instructions.

2) The fix is by default disabled even after installing the hotfix. To enable the behavior define a registry string value:

DisableShortAbandonedCreditingWhenGreaterThanInterflow=1

Under

HKLM/Software/PrairieFyre Software Inc/CCM/Common/DisableShortAbandondenedCreditingWhenGreaterThanInterflow

KB166: Post 5.1 SP2 Hot fix round up

ademski — Tue, 31 Aug 2010 12:56:40 GMT

Symptoms

TFS 3663 6125 Summarize problem ... Problem observed at DBS trying to summarize for the day of November 17, 2006... got the following error

12/7/2006 9:25:38 AM DateFileWriter::WriteDataToSQL: Violation of PRIMARY KEY constraint 'PK_tbl6125_ActualTimeEventData'. Cannot insert duplicate key in object 'tbl6125_ActualTimeEventData'.

This hotfix also contains all of the hotfixes contained in hotfix 162, which are

TFS 2748 Enterprise Server Stops Responding
Sometimes the enterprise service blocks and stops responding. The data collection port (5400) and realtime port (5024) remain open, and hence collector services and CCC remain connected to the enterprise service, but the main thread remains blocked. As a result, the enterprise service remains in a non functional state (including data filing, realtime, summarize, queue control ...). The only way to recover from this state is to restart the enterprise service.

TFS 2816 Queue DND state does not show correctly in realtime when in YourSite the queue's config option 'Generate real-time statistics and reports only within the business hours' is selected

TFS 3320 Agents are getting stuck in an idle state in realtime in 24 hour call centres. Some agents were stuck in an IDLE state in real-time, but in reality they were actively receiving calls. This mostly happenned in 24 hour call centres.

TFS 3321 Need an Audit Mechanism for Queue Now stats in realtime (AA, IDLE, ACD, NonACD, Outbound). This auditing mechanism ensures that queue now stats are in line with the actual agent states. Every minute, agents that are associated with a certain queue are audited and their state gets reflected in the corresponding count in the queue now stats.

TFS 3689 Need an AuditMechanism for Queue Grp Now stats in realtime (AA, IDLE, ACD, NonACD,Outbound). This auditing mechanism ensures that queue grp now stats are inline with the actual agent states. Every minute, agents that areassociated with a certain queue grp are audited and their state getsreflected in the corresponding count in the queue grp now stats.

TFS 3275 Outbound calls with account codes were not being credited correctly.

TFS 3325 Queue Performance by Period: Intervals that are within business hours sometimes show no data. Only applies to paths that have the "Generate real-time statistics and reports only within the business hours" property selected in Yoursite.
A path starts receiving calls at 8:30. Yet, when "queue performance by period" reports are run for the previous day, no data shows up between the hours of 8:30 and 9:00. Yet when the same report is run for the same path in the current day, data shows correctly.

TFS 3338 If 'R' records are late, collector does not move to a new day correctly. This applies to very busy call centres, especially ones that operate on a 24 hour basis. Sometimes, ACD refresh records ('R') records that contain day information do not arrive on time. In otherwose, they get preceeded by higher priorirty agent events and queue info records. This results in two problems:
1) Some days end up containing records from the next day. This results in invalid agent shift reports
2) When the Yoursite media property "File all ACD stream redundant events" is turned on, sometimes don't we see 'R' records getting filed on an hourly basis as they should.

TFS 3612 [CalculateLastACDIdleFromLastACD] .... comming off of MakeBusy or DND doesn't reset the idle counter
With this registry key turned on, we don't reset the IDLE counter after an agent comes off of a MKB or DND state. Regardless whether this option is turnd on or not, we should always reset the IDLE time when an agent comes removes his/her MKB and DND status.

TFS 3644 When exporting a forecast to 6120, the client app does not reflect the update completely until the app is re-started
The Forecasting server now properly notifies the 6120 Server

TFS 3654 Command timeout resetting when loading data in the 6120
Timeouts not being reset anymore

TFS 3655 Change the error handling for DB errors and unknown errors
DB errors now handled seperatly, and unknown errors no longer force a restart

Resolution

This is fixed in an updated version of the 162 hotfix, this one shall be known as hotfix 166

Download Information

Click the following link to download the hotfix: KB166

KB209: Problems using 6120 Permission Manager

ademski — Tue, 31 Aug 2010 12:50:34 GMT

Symptoms:

Activating Permission Manager causes the 6120 application to close unexpectedly. Permission Manager does not save changes. Editing and loading schedules does not behave consistently with permissions set in the Permission Manager.

Workaround:

None.

Fix location:

KB209

Required version:

This HotFix must be applied 5.1 SP3.

How to apply the fix:

Double-click the HotFix executable and follow the on-screen instructions. This fix must be applied to the server.

Keywords:

kb209 kb 209

KB25978: Some reports do not email out

ademski — Tue, 31 Aug 2010 12:48:52 GMT

Problem

Agent Group by Agent by Make Busy and Queue Group by Queue with Agent Info reports cannot be distributed by email (either when run manually or in a schedule). Other reports can be emailed fine.

Symptoms

The following error occurs in the Reporting log:

eError: 6/8/2009 9:07:27 AM EVENT: RDState.MailReport
The exception was System.Exception: 09:07:27 EXCEPTION: Mailer.BuildMessage An exception was encountered while building the mail message. At this point we are trying to set the following mail fields: To, From, Subject, Body and Attachements.
System.IO.FileNotFoundException: Could not find file 'C:\Documents and Settings\All Users\Application Data\CCMReporting\8e2fa31a-f435-42d1-bb34-0b0a25069c29_Queue Group by Queue with Agent Info.xls'.
File name: 'C:\Documents and Settings\All Users\Application Data\CCMReporting\8e2fa31a-f435-42d1-bb34-0b0a25069c29_Queue Group by Queue with Agent Info.xls'
at System.IO.__Error.WinIOError(Int32 errorCode, String maybeFullPath)
at System.IO.FileStream.Init(String path, FileMode mode, FileAccess access, Int32 rights, Boolean useRights, FileShare share, Int32 bufferSize, FileOptions options, SECURITY_ATTRIBUTES secAttrs, String msgPath, Boolean bFromProxy)
at System.IO.FileStream..ctor(String path, FileMode mode, FileAccess access, FileShare share)
at System.Net.Mail.AttachmentBase.SetContentFromFile(String fileName, String mediaType)
at System.Net.Mail.Attachment..ctor(String fileName)
at prairieFyre.Reporting.Mailer.BuildMessage(MailAddressCollection mailTo) ---> System.IO.FileNotFoundException: Could not find file 'C:\Documents and Settings\All Users\Application Data\CCMReporting\8e2fa31a-f435-42d1-bb34-0b0a25069c29_Queue Group by Queue with Agent Info.xls'.
File name: 'C:\Documents and Settings\All Users\Application Data\CCMReporting\8e2fa31a-f435-42d1-bb34-0b0a25069c29_Queue Group by Queue with Agent Info.xls'
at System.IO.__Error.WinIOError(Int32 errorCode, String maybeFullPath)
at System.IO.FileStream.Init(String path, FileMode mode, FileAccess access, Int32 rights, Boolean useRights, FileShare share, Int32 bufferSize, FileOptions options, SECURITY_ATTRIBUTES secAttrs, String msgPath, Boolean bFromProxy)
at System.IO.FileStream..ctor(String path, FileMode mode, FileAccess access, FileShare share)
at System.Net.Mail.AttachmentBase.SetContentFromFile(String fileName, String mediaType)
at System.Net.Mail.Attachment..ctor(String fileName)
at prairieFyre.Reporting.Mailer.BuildMessage(MailAddressCollection mailTo)
--- End of inner exception stack trace ---
at prairieFyre.Reporting.Mailer.BuildMessage(MailAddressCollection mailTo)
at prairieFyre.Reporting.Mailer.SendMail()
at prairieFyre.Reporting.DistributionState.MailReport(String strSavedReport, proc_ReportingService_GetEmailContactsForUserForReportDistributionRow[] contacts, proc_ReportingService_GetNextReportsForDistributionRow row).

Cause

Report template files contained empty macros that caused a security issue when Excel 2007 attempted to save the file before emailing the report. After removing the macros and copying the template files to the server, the reports could be successfully emailed.

Workaround

None.

Resolution

Copy the 2 attached report template files to the following directory and replace the original files:

C:\Program Files\prairieFyre Software Inc\CCM\Websites\CCMWeb\applications\ReportTemplates\

Applies To

CCM v5.2 SP1

KB328: Scalability improvements for the Summarize process

ademski — Tue, 31 Aug 2010 12:48:08 GMT

PROBLEM

Summarize operations over a wide date span take too long to process and use too much memory. With a sufficiently large date span and node count, out of memory exceptions can occur, causing the overall process to fail.

Also, summarize operations across all nodes are performing the delete phase suboptimally.

CAUSE

Data is replayed for all days in the specified range and stored in memory during the summarization process. With a sufficently large time span and/or node count, it is possible for the system to run out of physical memory and begin using the more costly disk-based paging file extensively.

RESOLUTION

Install hotfix KB328 only if you are running 5.2 SP1. Install the hotfix on the server.

This hotfix enables functionality that must be manually configured in the DataService.exe.config file.

Refer to detailed notes in the following section.

HOW TO APPLY THE HOTFIX

This hotfix must be installed on your Enterprise Server and you must be running version 5.2 SP1

Download the hotfix to your server from here: KB328

Double click the .exe file and follow instructions

Once the hotfix has been installed, you must modify the DataService.exe.config file in order to expose the new scalability functionality. Default behaviour (if configuration setting not present) is to provide the same previous functionality - summarize the entire date range in one pass.

The new configuration setting in DataService.exe.config can be specified as follows:

A value of "1" will force the Data Processor to summarize one day at a time for the entire date range specified by the user. Similarly, a value of "7" would process the summarize date range in blocks of 7 days. The value "0" is functionally equivalent to the Data Processor's original behavior of processing the entire date range at once.

In order to expose the new performance functionality, you should ensure that the "Select all" checkbox is selected in the summarize dialog. This results in fewer SQL table joins during delete operations, resulting in faster overall execution.

KB317: CCC closes unexpectedly when using CCC Chat

ademski — Tue, 31 Aug 2010 12:47:41 GMT

Symptoms

CCC closes unexpectedly after closing a chat session window and sometimes on configuration change events.

You will see error like the following in the PFShell log:

ChatClient::ConfigurationDataChanged: Object reference not set to an instance of an object.

and/or

Fatal NON-UI ERROR. Crashing now: System.ObjectDisposedException: Cannot access a disposed object.
Object name: 'RichTextBox'.

System.Windows.Forms

Cause

One cause is when the user closes the chat session window immediatly after sending a message and the sent message fails. When the error message tries to write back to the conversation area of the chat session window that was closed, the CCC closes unexpectedly because the window has been disposed.
Another cause is a null reference on a configuration changed event.

Resolution

Hotfix KB317 fixes this issue. This will require all client's CCC's to be updated (updater will take care of this).

How to apply the hotfix

This hotfix must be installed on your Enterprise Server and you must be running version 5.2 SP1
Download the hotfix to your server from here: KB317
Double click the .exe file and follow instructions

KB272: Cannot save changes to extension types

ademski — Tue, 31 Aug 2010 12:47:15 GMT

Symptoms:

When editing an extension that is assigned to a SX200 type media server, the user is unable to save changes to the “Extension Type” field. This symptom would only appear if you were NOT licensed for resiliency but should be applied even if you are licensed for resiliency.

Cause:

This is due to a bug in 5.2 that would not let you save this value if you were not licensed for resiliency.

Resolution:

Hotfix 272 fixes this issue.

How to apply this fix:

This hotfix must be installed on your Enterprise Server and you must be running version 5.2 SP1

Download the hotfix to your server from here: KB272

Double click the .exe file and follow the instructions.

KB26129: UPIQ with position specific messages will not play accurately

ademski — Tue, 31 Aug 2010 12:45:09 GMT

PROBLEM

When using Intelligent Queue with UPIQ, if you have a specific message configured for each position and you've previously installed KB 20995 because the ports were getting stuck in hang up, then your messages will play out of order. For example instead of hearing message 1, 2, 3, 4 in each position, it will be mixed up. Your customers may hear messages 1, 4, 3, 2.

CAUSE

The HotFix 20995 which was created to fix an issue with UPIQ ports getting stuck in a Hangup state changed the way which ports are assigned to callbacks.

RESOLUTION

Install KB 26129 on your IQ server.

HOW TO APPLY THE HOTFIX

This hotfix must be installed on your Intelligent Queue server and you must be running version 5.5

Download the hotfix to your server from here: KB26129

Double click the .exe file nd follow instructions

KB26208: Summarize says its finished, but continues to run in the background

ademski — Tue, 31 Aug 2010 12:44:00 GMT

PROBLEM

With a small BlockSize value (e.g. 1), a manual summarize for a long date range (e.g. 1 month or longer) may appear to complete in the CCC UI before the DataProcessor log file indicates it is really done.

If the user runs a report after the UI returns but before the summarize process completes, they may see only partial statistics.

WORKAROUND

Set BlockSize to 0, which will process the entire date range given in a single pass. The downside to this approach is summarize may encounter longer run times and/or memory utilitization issues for larger sites or sites that are summarizing a very large date range.

RESOLUTION

Apply Hotfix 26208 on the CCM server.

HOW TO APPLY THE HOTFIX

This hotfix must be installed on your Enterprise Server and you must be running version 5.3sp3

Download the hotfix to your server from here: KB26208

Double click the .exe file nd follow instructions