Brightmetrics VAR Install Guide for MiVC and ECC

Have a new customer interested in Brightmetrics? This guide will take you through the easy steps to deploy Brightmetrics for them.

The active setup process for Brightmetrics should take less than 15 minutes. The outline below will help you to get started but if you need any assistance, feel free to email us at support@brightmetrics.com.

Adding a new customer in Brightmetrics

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.

If you're not sure which modules to use, here's a quick guide on our recommendations:

• Mitel MiVoice Connect — no ECC: set up Brightmetrics Core and Real Time modules.
• Mitel MiVoice Connect — has ECC: set up all three modules (Core, ECC, Real Time).

Adding a new module to an existing 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.

Mitel MiVoice Connect Core setup (UC Analytics)

When setting up the Brightmetrics MiVoice Connect Core Module, there are 4 things you'll need to enter:

1. 1

   Connection Name — we automatically populate this and there is typically no need to change this.

2. 2

   HQ Server Address — we automatically fill this with localhost. For most customers, this never needs to be changed — only update this if they have a different HQ Server Address.

3. 3

   Call Recording System — this is where you'll set up a call recording integration if needed. More on this below.

4. 4

   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.

   

Call recording integrations

Brightmetrics currently supports two call recording integrations for MiVoice Connect — the Mitel Professional Services Call Recorder and nLighten by ProphecyIQ.

If you are setting up nLighten, all you have to do is select the Call Recorder — users will automatically be asked to authenticate to nLighten when they attempt to access a call recording in Brightmetrics.

For the Mitel Professional Services Call Recorder, there are a few more options to consider:

1. 1

   Select the ShoreTel Call Recorder.

2. 2

   Enter the address for the recording server.

3. 3

   Choose whether you want users to credential Per-user or System-wide.

   Per-user	Everyone will use their own individual Call Recording Username and Password to access recordings in Brightmetrics. This gives your customer the ability to limit recording visibility to each different user.
   System-wide	Everyone will use the credentials you specify. Enter the Call Recording Username and Password — this is the same ID and password a user utilizes for Mitel Director or Mitel Communicator access. Please note that if you are setting up system-wide credentials, everyone who listens to call recordings will be listening under that specific account.

   

MiVoice Connect Contact Center (ECC) setup

When setting up Brightmetrics for Mitel MiVoice Connect ECC, 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 Mitel HQ Server this ECC instance is related to. Most customers only have one HQ system, but if your customer has multiple, select the appropriate one here.

3. 3

   Data File Location — we automatically populate this field and there is rarely a need to change the default.

4. 4

   ECC Server Address — this is the address for the ECC Server.

5. 5

   CCIR Server Address — this is the address for the CCIR Server.

6. 6

   HQ Server Address — this is the address for the MiVoice Connect HQ Server.

7. 7

   Agent — if you have already installed the ECC agent, select Choose Agent and pick an existing agent from the list. If you are installing a new ECC Brightmetrics Agent, select Install a new agent and enter an Agent Name.

   

   Note

   As a best practice, Brightmetrics recommends installing a second agent for ECC on the CCIR server instead of using the existing Core UC or Real Time agents.

Mitel MiVoice Real Time setup

When setting up Brightmetrics for Mitel MiVoice Connect Real Time, 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 Mitel HQ Server 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

   Enable ECC Real Time — if your customer has ECC, select Yes here. Additional details will appear:

   • ECC Server Address
   • Event Feed Username and Password — if you need help setting up an Event Feed, refer to Appendix B.

   

Mitel MiVoice Connect agent installation

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'll have one to three agents to install. As a best practice, Brightmetrics recommends installing agents in these locations:

• Core Module Agent — HQ Server
• ECC Module Agent — CCIR Server
• Real Time Module — TAPI Application server (required)

Appendix A: Setting up CCIR Transform Service in Contact Center

1. 1

   Local Host — in ShoreTel (Mitel) Contact Center, from within System Parameters, drill down into External Interfaces and select Mitel CCIR Transform Service.

   

2. 2

   Primary CCIR Transform Service — if the Primary CCIR Address field is populated, then CCIR is already configured. The address displayed here is what needs to be entered in the Brightmetrics ECC data source setup dialog.

   

3. 3

   Local Host — if it is "localhost", "127.0.0.1", or the Contact Center server's own IP address on the network, then the CCIR C2G database is installed locally and the ECC server's IP address should be entered in both fields of the Brightmetrics ECC data source setup dialog. If you have upgraded from ECC version 7 (using port 4306), you may need to select port 6306 as the updated Brightmetrics C2G Port. If the address fields are blank as shown in the screenshot below, proceed to the next step.

   

4. 4

   Primary CCIR Transform Service — if the Primary CCIR Address field is blank, then CCIR needs to be installed. CCIR can be installed locally on the Contact Center server or on a separate server. Mitel recommends installing CCIR on a separate server especially if any of the following are true:

   • Keeping CCIR data for more than 30 days. Brightmetrics recommends keeping the data for at least 90 days — if there is ever an issue and we need to reimport, 3 months usually gives us the data we need.
   • Contact Center handles more than 500 calls per hour.
   • You use or want to use redundancy for Contact Center and CCIR.

   

   Once the server has been identified, locate the installation media for MiVoice Connect Contact Center — either an installation CD or a download package from Mitel's support site.

   On the identified CCIR server, run setup.exe located in the Mitel CCIR Transform Service folder. You will be prompted to enter the Contact Center server's address. Once the server address is entered, the installer will verify that it can contact the Contact Center server.

5. 5

   After CCIR is installed — return to the CCIR section of Contact Center Director and enter the CCIR server's IP address in the Primary CCIR Address field.

   

6. 6

   Station List (Schema) — the CCIR server should be visible in the Station List (Schema) area. If it is not, click Refresh Station List. If it still does not appear, restart the CCIR server (or at minimum the CCIR services on the CCIR server) and verify that the server appears in this section. Until it shows here, CCIR will not work.

   

7. 7

   Customer Name and Customer Number — in the Mandatory Fields for Reporting section, move the Customer Name and Customer Number fields from Available to Selected. Then click the Save button at the top of the page to save changes.

   

8. 8

   No other mandatory fields necessary — no other Mandatory Fields, Call Profiles, or Skills fields are supported by Brightmetrics at this time.

   

Appendix B: Adding an Event Feed in Contact Center Director

1. 1

   In Contact Center Director, navigate to System Parameters → External Interfaces → Event Feeds.

2. 2

   Click New to add a new event feed profile.

3. 3

   Enter the event feed profile information. The username and password can be anything you set — the example here uses "Brightmetrics" for the username but there is no requirement for the username. You will enter the matching username and password in the Brightmetrics settings later on.

   Important

   The Real-Time Events connection type must be selected. Do not choose Real-Time Adherence. Any description can be entered — it is only to describe to anyone viewing this page what the entry is for.

4. 4

   Click Create to add the event feed profile.

   

Appendix C: Configuring Mitel Call Recording Administrator

1. 1

   Call Recording Settings — within the ShoreTel (Mitel) Call Recording Application, navigate to the Recorder's Administration screen. At the bottom of the screen, click on the Settings button.

   

2. 2

   Recording Profiles — click on the Recording Profile tab. Select the Brightmetrics profile, then click the Edit button at the bottom of the tab.

   

3. 3

   File Settings — within the Edit Recording Profile, go to the lower right side of the dialog box to Storage Settings. Click on the File Settings button.

   

4. 4

   File Templates — within the File Storage Settings, navigate to the File Template section. As a default, Call GUID will be added here already. GUID is the only field in the recording naming convention that is mandatory for Brightmetrics Call Recording integration.

   

   The call GUID allows the Brightmetrics service to identify the calls recorded by the Mitel Call Recording Application. While it is not necessary to have other fields in the recording filename, it is mandatory to have the GUID if you want to have access to the recording on the Brightmetrics Cradle to Grave reports.

Didn't find what you're looking for, or have questions about what you read? Email us at support@brightmetrics.com.