Required Subscription: Mitel ECC
Required Permission Level: Administrator
Occasionally, Mitel MiVoice Connect Contact Center (MVCCC, formerly ShoreTel ECC) will stop logging detailed call events to the CCIR database. The CCIR database will be running and reporting tools like Brightmetrics will be able to connect to it, but no new data will appear — as if no calls are coming through Mitel MVCCC.
When the Brightmetrics agent attempts to update the Mitel MVCCC group data, it checks to make sure that the Mitel MVCCC summary tables and the CCIR detail events agree on whether there is no call activity. If the Mitel MVCCC summary tables indicate that calls are coming through, but there is no corresponding data in the CCIR database, the "Group Data" data source will fail to update. If you get an error indicating that 1 data source in the Mitel MVCCC data set is not updating, and that data source is the group data, it is very likely that Mitel MVCCC has stopped logging to CCIR. Contact Brightmetrics support to confirm if in doubt.
Resolution steps
Try the following steps in order of severity. If one works, you don't need to do anything else.
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1
Click Pause/Unpause in the CCIR section of Contact Center Director.
Pause/Unpause is a supported operation intended for expected maintenance on the CCIR server. In normal circumstances, Pause causes Mitel MVCCC to disconnect from CCIR and buffer call events, while Unpause re-establishes the connection and sends the buffered events. This does not often resolve the problem but is the safest option and therefore the first recommendation.
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2
Kill the
c2g_process.exeprocess on the Mitel MVCCC server using Windows Task Manager.This causes the Mitel MVCCC process supervisor to automatically restart it, which has no impact on other Mitel MVCCC service processes. The fresh instance of
c2g_process.exewill establish new connections to CCIR. This is most often the step that resolves the lost connection problem. -
3
Reboot the CCIR server.
This has no impact beyond the CCIR server if it is dedicated to CCIR. If the server is running additional services, evaluate accordingly. If CCIR is installed locally on the Mitel MVCCC server (which is no longer supported by Mitel), this step is redundant with step 4.
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4
Reboot the Mitel MVCCC server (or restart the Mitel MVCCC services). This has the highest impact since Mitel MVCCC will be temporarily unavailable while the server or services restart.
If Mitel MVCCC diagnostics show a red light for CCIR, you can use that to determine if it is working again — though it often shows a green light even when it isn't. The Brightmetrics agent will keep retrying every 15 minutes, so you can wait after each step to see if it starts updating. Alternatively, if you have MySQL database utilities, you can check whether new data is appearing in the events table of the c2g database on the CCIR server.
When CCIR logging fails, there is no way to recover the lost window of time. The only place Mitel MVCCC logs detailed call events is CCIR — if it fails to create the log as calls occur, that data does not exist anywhere else from which to recover it.
Mitel MVCCC does support redundant CCIR servers. If Mitel MVCCC cannot log to the primary CCIR server it will log to the secondary instead, and when the primary comes back online the data logged to the secondary will be replicated back. There may still be manual recovery steps necessary to process that data for Brightmetrics reporting. Note that some types of CCIR logging problems are internal to Mitel MVCCC — it may not know it is not writing to the primary, or it may not be able to fail over for the same reason it cannot write to the primary. Redundant servers are a useful tool but not a complete solution for lost CCIR data.
Other causes
If none of the above steps resolve the issue and this is a new install or there have been recent changes to network topology or server software, there are three other possible causes.
1. Firewall blocking TCP port 6306
A network firewall or Windows Firewall may be blocking connectivity to TCP port 6306 on the CCIR server from the Mitel MVCCC server. Your network IT staff should be able to verify that the Mitel MVCCC server can make a connection to TCP port 6306 on the CCIR server and troubleshoot accordingly.
2. IP address changes stuck in configuration
If the IP address of the Mitel MVCCC server or CCIR server has changed, old IP addresses may be stuck in configuration. You can check and correct the CCIR server IP address in Contact Center Director, but there are also settings on the CCIR server that can only be changed by editing a configuration file.
Starting in the folder C:\Program Files\Mitel\Mitel CCIR Server (or Program Files (x86) on 64-bit servers), look for a file named user_registry.ini. If it is not in that folder, look in the Bin subfolder. If neither is found, open registry.ini instead. Look for any IpAddress values matching either the old Mitel MVCCC server address or old CCIR server address and update them to the new addresses, then reboot the CCIR server.
Make backup copies of any files before making changes.
3. Time zone setting altered during upgrade
If you have recently upgraded ECC, a time zone setting may have been altered during the upgrade. The way Brightmetrics detects that CCIR is not updating is by comparing the latest data in the ECC database to the latest data in the CCIR database. If ECC is logging data in the wrong time zone, it looks like CCIR is perpetually not current.
There is an additional setting in ECC that can tend to differ. While Brightmetrics does not have visibility into your specific ECC settings, many customers have found this setting under System Parameters > Client Preferences. Once adjusted, reports should match up with the ECC and Core time zone settings.
Related Links: Running Brightmetrics Agent Diagnostics
If you have any questions regarding Brightmetrics' Mitel (previously ShoreTel) Reporting and Data Analytics Services, please email us at support@brightmetrics.com.