Brightmetrics VAR Install Guide for MiVB and MiCC

First, we'll go through Account Creation.

It all starts on your VAR Portal page:

1. 1

   Navigate there by clicking on the icon in the sidebar. You'll see a list of your existing customers.

2. 2

   To add a new customer, simply click the plus icon in the upper right.

3. 3

   The pop-up page you'll be taken to is the Customer Details. Here you'll want to enter:

   First User Info	This will be the first customer user. The user will be added with the administrator role in Brightmetrics.
   VAR Support Account	This will add your centralized support account as an admin account on the customer's Brightmetrics account. As a best practice, Brightmetrics recommends always checking this box.

   Choose Next.

   

Our dialog wizard will pop up. On the first page, you'll see a list of all the Brightmetrics platforms you're currently authorized to sell. Choose first the platform and then click next and select all modules that apply to your customer.

From time to time a customer may become interested in a service module that they haven't previously set up. Here's how you do this:

1. 1

   Navigate to the VAR Portal page in Brightmetrics.

2. 2

   Find your customer — if you have a long list, you can search by typing here:

   

3. 3

   Click the menu icon and find the option for Add Data Source.

   This will pop up a list of the platforms first and then, after choosing next, the modules you have available to deploy to this customer. Note that by default we only allow one instance of each module, so you'll see some items greyed out in this list. However, there are edge cases where a customer may need multiples of the same module (e.g. multiple HQ servers on MiVoice Connect). In this case, email our support team at support@brightmetrics.com and we'll help you take care of that.

   From here, the wizard dialog will guide you through the steps to set up the modules you selected. This should be fairly easy to follow.

Preliminary requirements

1. 1

   Create a MiVB User Authorization Profile for our solution. In order for us to load configuration data, we will need to have a user authorization profile created for our agent to access the MiVB server. This can be accomplished within the MiVB Portal System Administration Tool.

   1. Click System Properties
   2. Click System Administration
   3. Click User Authorization Profiles
   4. Click Add
   5. In the pop-up, enter the new Login ID
   6. Create a Password
   7. Check the System Admin box
   8. In the System Admin Policy Name, select system
   9. Click Application
   10. Click Save

   

2. 2

   Configure the MiVB SMDR configuration consistent with one that is running a MiCC-Business server. For details, see the MiContact Center Installation and Administration Guide, especially the table of SMDR settings found on page 80. This can be updated in the MiVB Portal System Administration Tool:

   1. Click System Properties
   2. Click System Feature Settings
   3. Click SMDR Options
   4. Click Change
   5. Make sure the settings match the SMDR Options screenshot below:

   

3. 3

   Confirm that "Group Real Time Events Enabled" is set for all skill groups. The tests being performed require SMDR data and ACD Real Time Events data to be generated by the MiVB server. The system will need to be configured such that this data is being generated — for example, at least one ACD Path should exist and at least one Agent should be configured for that path.

   1. Click Users and Devices
   2. Click ACD
   3. Click ACD Agent Skill Groups
   4. For each skill group listed, confirm Group Real Time Events Enabled says Yes. For any that do not say Yes, select the skill group, click Change, and update to Yes.

   

4. 4

   Confirm that "Path Real Time Events Enabled" is set for all ACD paths.

   1. Click Users and Devices
   2. Click ACD
   3. Click ACD Paths
   4. For each ACD path listed, confirm Path Real Time Events Enabled says Yes. For any that do not say Yes, select the ACD path, click Change, and update to Yes.

   

5. 5

   If you have MiCollab, log into MiCollab and create a NuPoint Administrator User.

   1. In MiCollab, click NuPoint Web Console
   2. Under FPSA Management, click Administrators
   3. Click Add
   4. Enter a User ID, First Name, and Last Name
   5. Under Type, select User Specific
   6. Enter and confirm the Password
   7. Under Permissions, select (2) NuPoint Voice Superuser
   8. Click Add

   

System requirements

• .Net Framework 4.5 or higher — Install Links
• Microsoft SQL Server Local DB 2016 or newer
  • For 2017, make sure this KB is installed to fix invalid path issues for DB creation: KB4101464 Cumulative Update 6 for SQL Server 2017
• Network access to MiVB servers, including the following TCP ports:
  • SMDR Events: 1752
  • ACD Events: 15373
• Same timezone as the MiVB servers

Installation

1. 1

   Log into the customer's account in Brightmetrics and go to the Data Source Configuration page.

2. 2

   You'll see a blue Add Data Source box for MiVB. Click it.

   

3. 3

   Click on Install Brightmetrics.

   

4. 4

   Click the blue Brightmetrics Mitel Setup Assistant link to download the executable to the server you'll be installing the agent on, and run the installer.

   Important

   Screenshot or write down the Agent Username and Agent Password shown in the screen below — you'll need those during the installation process.

   

5. 5

   In the pop-up, select Mitel MiVoice Business.

6. 6

   Click Start.

   

7. 7

   As the installation begins, click Next to have Local DB 2017 installed.

   

8. 8

   In the pop-up for Microsoft SQL Server 2017 LocalDB: click Next (1), then accept the terms (2), then Next (3) again, then Install (4), then Finish (5) to complete.

   

9. 9

   Click Next to set the MiVB Credential Information.

   

10. 10

    Enter your Server Address, Username, and Password. This username and password are for the user authorization profile you created in step 1 under Preliminary Requirements above.

11. 11

    Click Validate.

12. 12

    Click Next.

    

13. 13

    Click Next to set the MiCollab Credential Information.

    

14. 14

    Enter the Username and Password for the NuPoint Administrator User created in step 5 under Preliminary Requirements above.

15. 15

    Click Validate.

16. 16

    Click Next.

    

17. 17

    Once all of the installation steps are complete, click Next to finish the installation.

    

18. 18

    Make sure the checkbox next to Install Brightmetrics agent service is checked and click Next.

    

19. 19

    On the Brightmetrics Agent Service Setup Wizard, click Next.

    

20. 20

    Enter the Brightmetrics agent credentials you saved from step 4 above.

21. 21

    Click Next.

    

22. 22

    Click Next again, and then Install.

    

23. 23

    Check Run Diagnostics.

24. 24

    Click Next.

    

25. 25

    Click Run Diagnostics.

    

26. 26

    Pending there are no errors, you'll see "All diagnostics passed" and you can click Exit. If diagnostics did not pass, click Send Agent Logs and reach out to support@brightmetrics.com for assistance.

    

27. 27

    Go back into Brightmetrics, open the Data Source Configuration page, and click Next on the MiVB Installation pop-up. This will run diagnostics for MiVB.

    

28. 28

    Click Done in the pop-up. Now that the installation is complete, the agent will begin contacting the server. To check in on the status, on the Data Sources Configuration page in Brightmetrics, your Configured Data Sources will begin turning green. Depending on the size of your organization and your Data Retention period, this may take between 10 minutes and several hours.

    

If you are installing Brightmetrics for MiCC over Connect, we highly suggest running MiCC version 9.2.3 with Hotfix 1 at a minimum. Earlier versions of MiCC have been seen to introduce issues including:

• When one call is requeued an agent will display as being on a call and their next call at the same time.
• When an attempted consult transfer fails the agent would remain showing as Non-ACD Hold even after the second attempt succeeded.
• Agents will become stuck in an ACD state and not receive further calls.
• Agents will intermittently be presented with an ACD call while in a busy state.

Those issues and more have been resolved in version 9.2.3 with Hotfix 1 as well as 9.3.3. For more information on your version, you should be able to check with your Mitel resource which may also be your reseller.

Additionally, there are a couple of settings that should be enabled when moving to Consolidated Reporting:

1. 1

   Run the GlobalAppSettingsEditor on the MiCC server.

   

2. 2

   Add a setting for section prairieFyre.BAL.DataAnalysis.Properties.Settings, name EnableDataAnalytics, value true.

   Also add a setting for section prairieFyre.BAL.DataAnalysis.Properties.Settings, name EnableDataAnalyticsKeepCallEvents, value true. (This is only strictly necessary on 9.3.5 and up, but can still be set on earlier versions — after upgrading to 9.3.5 or above you won't lose raw reporting events.)

   

3. 3

   If you are on MiCC 10.0.0.0 or above, some settings have been moved around in MiCC. Ensure that Enable Trace Data under the Enterprise tab is enabled as well.

When setting up MiCC, it is almost always recommended to use our automatic setup — this will guide you through authenticating to your customer's MiCC environment and our diagnostics will automatically set up SQL credentials. If you are setting up automatically, there are three steps:

1. 1

   Connection Name — we automatically populate this field and there is rarely a need to change the default.

2. 2

   Setup — leave this as Automatic.

3. 3

   Brightmetrics Agent Name — this will be the name of the agent you install in their environment. We populate this with a default and there is typically no need to change this.

   

If you are going to set up SQL credentials manually, some additional fields will appear to enter:

Once you have entered details for the modules you are setting up, a page will appear with links to the agents you'll need to install on the environment. Depending on the configuration, you may have one or two agents to install here.

Mitel MiContact Center diagnostics

After applying the configuration settings for the MiCC modules and installing the software agents, you'll be brought to the Diagnostics portion of the setup dialog. Click Run to start diagnostics — this will check that the Brightmetrics agents are installed correctly and that the MiCC environment is configured for detailed reporting. If any errors are found, the diagnostic will prompt you with steps to correct them.

Enable Conversation Detail and Child Reporting in MiCC

In order for detail data to be captured in the SQL database, MiCC has to be configured with Conversation Detail Reporting on. You'll need to do this for each media server in YourSite Explorer.

1. 1

   Navigate to Media Servers.

2. 2

   Click on the Media Server.

3. 3

   Check the box for Conversation detail reporting.

4. 4

   Click the Save button.

5. 5

   Repeat for all additional media servers.

   

You also need to enable Child Reporting for each step reporting in your in-queue workflows:

1. 1

   Navigate to Queues.

2. 2

   Select a Queue.

3. 3

   Click Inqueue Workflow.

4. 4

   Click the top level Queue container.

5. 5

   Check the box for Child Reporting Enabled in the side panel.

6. 6

   Click Save.

7. 7

   Repeat for all Queues.

   

Manual setup — SQL Server Management access

For manual setup, you will need to give us user access in SQL Server Management to the MiCC environment. This can be done by your IT department or whoever manages your MiCC or SQL servers.

1. 1

   In Microsoft SQL Server Management Studio, right-click the server and choose Properties.

   

2. 2

   Select the Security pane.

3. 3

   Ensure that SQL Server and Windows Authentication mode is selected.

   Note

   If this is not selected, you may want to check with your database admin before changing.

   

4. 4

   Right-click Logins under Security and choose New Login…

   

5. 5

   Create a name (e.g. brightmetrics).

6. 6

   Select SQL Server authentication.

7. 7

   Create a password.

8. 8

   Clear the Enforce password expiration checkbox.

   Note

   If your IT policy requires password expiration to remain enabled, you will need to update this password according to your policy's schedule. Make sure to uncheck User must change password at next login otherwise Brightmetrics will not be able to connect.

9. 9

   Assign CCMData as the default database.

   

10. 10

    Select User Mapping.

11. 11

    Check the box for CCMData.

12. 12

    Check the box for db_datareader to enable role membership for CCMData.

    

13. 13

    Check the box for CCMStatisticalData.

14. 14

    Check the box for db_datareader to enable role membership for CCMStatisticalData.

15. 15

    Click OK.

When setting up Real Time for MiContact Center, here are the details you'll need to enter:

1. 1

   Connection Name — we automatically populate this field and there is rarely a need to change the default.

2. 2

   Related To — this is where you'll choose which MiCC system this Real Time instance is related to. Most customers only have one HQ system, but if your customer has multiple, select the appropriate one here.

3. 3

   MiCC Server Address — this is the address for the MiCC server.

   Agent Name — here you can choose to use an existing agent for Real Time access or a new one. As a best practice, Brightmetrics recommends using the same agent as installed for the Contact Center Analytics for MiContact Center module.

   

When setting up Real Time for MiVoice Business, here are the details you'll need to enter:

1. 1

   Connection Name — we automatically populate this field and there is rarely a need to change the default.

2. 2

   Related To — this is where you'll choose which MiVB system this Real Time instance is related to. Most customers only have one HQ system, but if your customer has multiple, select the appropriate one here.

3. 3

   Agent Name — you'll use the same agent installed on the account that is in use with the MiVB module.