1. Brightmetrics Support
  2. Installation and Troubleshooting
  3. Customer Install Guides

Brightmetrics Install Guide for MiVB

Avatar
Michele Cuchra
Follow
Required Permission Level: Company Administrator
 

Welcome to Brightmetrics Reporting and Analytics. Brightmetrics makes it easy to get information to the people that need it in the format that makes the most sense for them. Brightmetrics is a secure, web-based service. All that is needed is a web browser, a username, and a password. The outline below will help you to get started but if you need any assistance, feel free to email us at support@brightmetrics.com.

The SMDR processor service (Brightmetrics SMDR) is a small utility that is installed on a server with network access to the MiVB server. It listens to the SMDR and ACD Event streams and logs the data to a local database for processing by the Brightmetrics™ MiVB Plugin.
 

Preliminary Requirements

  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 following the steps outlined below:
    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
      MiVB_user_1_4.jpg
      MiVB Install Update.jpg
  2. Configure the MiVB SMDR consistent with one that is running a MiCC-Business server. (For details, see https://www.mitel.com/document-center/applications/contact-center/micontact-center-business/micontact-center-business-for-mivb/94/en/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 following the steps outlined below:   
    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.
      SMDR_settings_1_4.jpg
      SMDR_options.png
  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 so 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. 
      1. For any that do not say Yes, select the skill group, click Change, and update to Yes.                                                                      Skill_Group_Yes_1_4.jpg
  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. 
      1. For any that do not say Yes, select the ACD path, click Change, and update to Yes.                                                        Path_Real_Time_1_4.jpg
  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
      NuPoint_1.jpg
      NuPoint_2_8.jpg

System Requirements

Account Creation and Installation

If you are an existing Brightmetrics customer, you already have an account with us and may skip to step 7 below for the installation steps.

As a new Brightmetrics customer, you'll first need to set up your account with us.  

Go to www.brightmetrics.com and click on the orange "Start My Free Trial" button to access the registration page. Please disable any pop-up blockers to allow the pop-up for installation to appear.

  1. Fill out all fields in the top portion of the form, shown as highlighted in yellow in the screenshot below.  
  2. Select Mitel MiVoice Business.
  3. Check the box to accept our Terms and Conditions.
  4. Click Register.
    Brightmetrics_Account_creation_1.jpg
  5. You'll see a pop-up showing your account creation was successful.  Click Done to be routed to your Brightmetrics Data Source Configuration page.
    account_creation_5.jpg
  6. Click on the blue Add Data Source.
    account_creation_6.jpg
  7. In the pop-up, click on Install Brightmetrics.
    install_7.jpg
  8. 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. 
      install_8.jpg
  9. In the pop-up, select Mitel MiVoice Business.
  10. Click Start.
    install_9_10.jpg
  11. As the installation begins, click Next to have Local DB 2017 installed.
    install_11.jpg
  12. 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.  
    install_12.jpg
  13. Click Next to set the MiVB Credential Information. 
    install_13.jpg
  14. 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. 
  15. Click Validate.
  16. Click Next.
    Install_14_16.jpg
  17. Click Next to set the MiCollab Credential Information.
    install_17.jpg
  18. Enter the Username and Password for the NuPoint Administrator User created at step 5 under Preliminary Requirements near the top of this document.
  19. Click Validate.
  20. Click Next.
    install_18_20.jpg
  21. Once all of the installation steps are complete, click Next to finish the installation. 
    install_21.jpg
  22. Make sure the checkbox next to Install Brightmetrics agent service is checked and click Next. 
    install_22.jpg
  23. On the Brightmetrics Agent Service Setup Wizard, click Next.
    Install_23.jpg
  24. Enter the Brightmetrics agent credentials you saved from step 8 under Account Creation above.
  25. Click Next. 
    install_24_25.jpg
  26. Click Next again, and then Install.
    install_26.jpg
  27. Check Run Diagnostics.
  28. Click Next. 
    install_27_28.jpg
  29. Click Run Diagnostics.
    install_29.jpg
  30. 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.
    install_30.jpg
  31. 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.
    install_31.jpg
    install_31.1.jpg
  32. 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.
    install_32.jpg


If you have any questions or need assistance, please reach out to support@brightmetrics.com. 

 

Was this article helpful?
0 out of 0 found this helpful
Have more questions? Submit a request

Comments

0 comments

Please sign in to leave a comment.

Related articles