CCIR Setup Guide

The video above guides you through setting up and configuring a CCIR Server. The CCIR server is a critical component of Brightmetrics reporting and analytics in an Enterprise Contact Center environment. The Contact Center Interaction Reports (CCIR) database houses many inter-related tables representing call and agent events from ECC, providing the Brightmetrics agent with highly accurate data.

1. 1

   Navigate to the ShoreTel CCIR folder from the Contact Center DVD or installation files, and run the Setup.exe file as Administrator. This defines the server as the location for the CCIR Server Database.

2. 2

   If prompted to install .NET 2.0 Framework, choose No — unless you are running the installer on a Windows Server version older than Windows 2008.

3. 3

   After the Setup Wizard is configured and the license agreement accepted, enter the Contact Center primary server IP address, click Next, then click Install. Since CCIR has no UI component, the checkbox to launch ShoreTel CCIR does nothing — disregard it and click Finish.

4. 4

   Upon successful installation, log in to your Contact Center Director web GUI, typically accessed by navigating to [ECC IP address]/contactcenterdirector.

5. 5

   In the left sidebar of Contact Center Director, navigate to System Parameters > External Interfaces > CCIR.

6. 6

   On this page you will see a field for the Primary CCIR Address.

   Important

   If reports and dashboards built from this CCIR server's data are mission-critical, or if there will be a heavy reliance on Brightmetrics ECC Analytics, it is strongly recommended that you set up CCIR Server Redundancy to safeguard against potential data losses. See the CCIR Redundancy document for more information.

   Enter the corresponding IP address, then scroll down to configure the mandatory fields for reporting — the Call Profiles for reporting and the Skills for reporting. Be sure to select Customer Name and Customer Number from the Mandatory Fields for Reporting section.

   Note

   At this time, Brightmetrics does not support reporting on additional fields from these lists, though enhancements may be made in the future. You can optionally include additional fields to have them written to the CCIR database.

7. 7

   Click Save, then click Refresh the station list to confirm the IP address is correct.

8. 8

   Configure the Windows Firewall with an inbound rule for port 6306:

   1. a

      Open Windows Firewall with Advanced Security and select Inbound Rules in the left sidebar.

   2. b

      Right-click Inbound Rules and select New Rule.

   3. c

      In the Rule Type window, choose Port and click Next.

   4. d

      Choose TCP and select Specific local ports.

   5. e

      Enter 6306 in the text field and click Next.

   6. f

      Ensure Allow the connection is selected in the Action section and click Next.

   7. g

      Verify all three profile checkboxes are checked and click Next.

   8. h

      Name the inbound TCP rule and click Finish.

Questions or feedback? Please email us at support@brightmetrics.com.