Brightmetrics VAR Install Guide for MiVB and MiCC

 First, we'll go through Account Creation.

It all starts on your VAR Portal page:

Step 1: Navigate there by clicking on the icon in the sidebar. You’ll see a list of your existing customers.

Step 2: To add a new customer, simply click the plus icon in the upper right 

Step 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 SupportAccount - this will add your centralized support account as an admin account on the customer’s
Brightmetrics account. Note: 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.

**The renewal date you see is a field for your own tracking. This is what used to be shown as "Maintenance Renewal Date."**

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:

Step 1: Navigate to the VAR Portal page in Brightmetrics

Step 2: Find your customer - if you have a long list, you can search by typing here:

Step 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 (ie. 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.

• .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: https://support.microsoft.com/en-us/topic/kb4101464-cumulative-update-6-for-sql-server-2017-3050a2f3-72b3-83c7-0a5d-bfd5e4bcedb6
• Network access to MiVB servers, including the following TCP ports:
  • SMDR Events: 1752 
  • ACD Events: 15373
• Same timezone as the MiVB servers

Installation:

1. Log into the customer's account in Brightmetrics and go to the Data Source Configuration page.
2. You'll see a blue "ADD DATA SOURCE" box for MiVB.  Click it. 
   
3. Click on Install Brightmetrics.
   
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.
   1. Screenshot or write down the Agent Username and Agent Password boxed in red below as you'll need those during the installation process. 
      
5. In the pop-up, select Mitel MiVoice Business.
6. Click Start.
   
7. As the installation begins, click Next to have Local DB 2017 installed.
   
8. In the pop-up for the Microsoft SQL Server 2017 LocalDB, click on Next (1), then accept the terms (2), then Next (3) again, then Install (4), then Finish (5) to complete.
   
9. Click Next to set the MiVB Credential Information. 
   
10. Enter your Server Address, Username, and Password.  This username and password are for the user authorization profile created you created as step 1 under Preliminary Requirements at the top of this document. 
11. Click Validate.
12. Click Next.
    
    
13. Click Next to set the MiCollab Credential Information.
    
    
14. Enter the Username and Password for the NuPoint Administrator User created at step 5 under Preliminary Requirements near the top of this document.
    
15. Click Validate.
16. Click Next.
    
    
17. Once all of the installation steps are complete, click Next to finish the installation. 
    
    
18. Make sure the checkbox next to Install Brightmetrics agent service is checked and click Next. 
    
    
19. On the Brightmetrics Agent Service Setup Wizard, click Next.
    
    
20. Enter the Brightmetrics agent credentials you saved from step 8 under Account Creation above.
    
21. Click Next. 
    
    
22. Click Next again, and then Install.
    
    
23. Check Run Diagnostics.
24. Click Next. 
    
    
25. Click Run Diagnostics.
    
    
26. Pending there are no errors, you'll see "All diagnostics passed" and you can click Exit.  If diagnostics did not pass, click SendAgentLogs and reach out to support@brightmetrics.com for assistance.
    
    
27. Go back into Brightmetrics, do the Data Source Configuration page, and click Next on the MiVB Installation pop-up. This will run diagnostics for MiVB.
    
    
    
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 of this, 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.
    
    

• 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 
• Etc.

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 also be enabled when moving to Consolidated Reporting:

 

1.)  Run the GlobalAppSettingsEditor on the MiCC server

 

 

2.) Add a setting for section "prairieFyre.BAL.DataAnalysis.Properties.Settings", name "EnableDataAnalytics", value "true"
And 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 if running an earlier version it can still be set, and then after upgrading to 9.3.5 or above you won't lose raw reporting events)

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 to this setup:

Step 1: ConnectionName - we automatically populate this field and there is rarely a need to change the default.

Step 2: Setup - leave this as Automatic.

Step 3: BrightmetricsAgentName - 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 setup 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 by:

Step 1:  Navigate to Media Servers

Step 2:  Click on the Media Server

Step 3:  Check the box for Conversation detail reporting

Step 4:  Click the Save button

Step 5: Repeat for all additional media servers

Step 1:  Navigate to Queues

Step 2:  Select a Queue

Step 3:  Click Inqueue Workflow

Step 4:  Click the top level Queue container

Step 5:  Check the box for Child Reporting Enabled in the side panel

Step 6:  Click Save

Step 7:  Repeat for all Queues

Step 4:  Right-click Logins under Security and choose “New Login…”

  

 

Step 5:  Create a name (e.g. brightmetrics)

Step 6:  Select “SQL Server authentication”

Step 7:  Create a password

Step 8:  Clear the Enforce password expiration

• • Note: if your IT policy requires that password expiration remain enabled, you will need to update this password according to your policy's schedule. Make sure to uncheck the box for "User must change password at next login" otherwise Brightmetrics will not be able to connect.

Step 9:  Assign CCMData as the default database

Step 10:  Select User Mapping

Step 11:  Check the box for CCMData,

Step 12:  Check the box for  db_datareader to enable role membership for CCMData

Step 13:  Now check the box for CCMStatisticalData

 

Step 14:  Check the box for db_datareader to enable role membership for CCMStatisticalData

Step 15:  Click OK

 

When setting up REAL TIME for MiContact Center, here are the details you’ll need to enter:

Step 1: Connection Name - we automatically populate this field and there is rarely a need to change the default.

Step 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.

Step 3: MiCC Server Address - this is the address for the MiCC server.

• AgentName - 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.

When setting up REAL TIME for MiVoice Business, here are the details you’ll need to enter:

Step 1: Connection Name - we automatically populate this field and there is rarely a need to change the default.

Step 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.

Step 3: Agent Name - you'll use the same agent installed on the account that is in use with the MiVB module.