Brightmetrics Install Guide for Mitel MiVC, Contact Center Analytics and Real Time

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.

As a Mitel MSA Developer, Brightmetrics offers the most powerful report scheduling available for the Mitel MiVoice Connect system.

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.

UC Analytics setup

Account creation and registration

Navigate to the Brightmetrics website at www.brightmetrics.com.

From the homepage, click on the orange Try it for Free button. This will take you to the sign-up page. Please disable any pop-up blockers to allow the popup for installation to appear.

1. 1

   On the "Start your Brightmetrics Trial" page, enter the information requested on the top half of the form. In the Unified Communications or Contact Center System Reseller box, enter the name of your phone system provider. If your provider is also one of our Partners, a discount on your service may apply.

2. 2

   On the bottom half of the form, select the box next to Mitel MiVoice Connect (formerly ShoreTel).

3. 3

   Next to "I will set up my Mitel MiVoice Connect data source" select Now. Next to "I am installing the agent on" select My Mitel Connect HQ server (most common), unless you'd like to select another server and have its IP address.

4. 4

   Check the box to accept Terms & Conditions.

5. 5

   Click Register.

   

Agent setup

Once registration is complete, you will see the agent installation instructions in your browser. This will lead you through the install process.

1. 1

   Click the link to download the agent executable to the server where you will install the agent. Screenshot or write down the Agent Username and Agent Password — you'll need those during the installation process.

   

2. 2

   Run the installer. During setup you will be prompted for the agent credentials shown above. If your network requires a proxy setting, you can enter that during setup — if you are unsure, contact your Network Administrator.

   When setup is complete, you will be prompted to optionally run the agent diagnostics tool. We recommend running it to verify the installation. If the results state "No problems were detected," the installation of the Brightmetrics Core UC module is complete.

   If errors are encountered, you can upload agent logs to Brightmetrics support or open a ticket at support@brightmetrics.com.

Once installation is complete, the agent will begin contacting the server. To check the status:

1. 1

   Log in to Brightmetrics and click on Data Sources Configuration.

2. 2

   Choose the Agents tab at the top — you will find the last check-in time there.

3. 3

   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.

   

You are officially done with the installation of the Brightmetrics Core UC module. If you have any questions, contact support@brightmetrics.com or sign up for training here.

Do you use MiVoice Connect Contact Center (formerly Enterprise Contact Center/ECC)?

• Yes — continue to Contact Center setup below.
• No — skip to Real Time setup.

Contact Center module setup

Brightmetrics has a reporting and analytics module for customers that utilize the MiVoice Connect Contact Center platform. Adding it gives you access to Cradle-to-Grave information for detailed analytics on the Call Center Application. To add it, the setup of the Mitel CCIR Transform Service is necessary — see Appendix A for detailed instructions, or watch our video walkthrough.

Log into Brightmetrics using your credentials.

1. 1

   Click on Data Source Configuration in the left sidebar menu.

2. 2

   Click Add Data Source under ShoreTel ECC 2.0 (MiVoice Connect Contact). If you do not see this, reach out to support@brightmetrics.com.

   Note

   The "2.0" references Brightmetrics' second version of ECC support, not an ECC version number. The terms "ECC" and "Contact Center" are interchangeable in this guide.

   

You'll see a new dialog box to enter the Contact Center (ECC) information:

1. 1

   Enter the ECC (Contact Server) IP address.

2. 2

   Enter the CCIR server IP address.

3. 3

   Enter the HQ server IP address.

4. 4

   Leave this set to Add New Agent. Brightmetrics recommends installing a new agent for Contact Center rather than using the existing UC Analytics agent.

5. 5

   Click Save.

   

After clicking Save, a popup will confirm you'll be taken to the Agent installation page. Make sure pop-ups are enabled before clicking Continue. This agent will have different credentials from your UC Analytics agent — please note them down.

1. 1

   Click the link to download the agent executable to the server where you will install the agent. Screenshot or write down the Agent Username and Agent Password.

   

2. 2

   Run the installer. During setup you will be prompted for the agent credentials shown above. If your network requires a proxy setting, you can enter that during setup.

   When setup is complete, run the agent diagnostics tool to verify the installation. If the results state "No problems were detected," the installation of the Brightmetrics MiVoice Connect Contact Center module is complete.

You are officially done with the installation of Brightmetrics Contact Center Reporting. If you have any questions, contact support@brightmetrics.com or sign up for training here.

Real Time module setup

Brightmetrics Real Time Reporting allows you to see what is happening in your call centers right now. Having access to call data as it happens allows you to better manage staff and calls in real time.

Log into Brightmetrics using your credentials.

1. 1

   Click on Data Sources.

2. 2

   Navigate to the Add Data Source section under ShoreTel Realtime.

   

UC Analytics only (no Contact Center)

1. 1

   Once you click Add Data Source, a new dialog box will appear. Choose No on Enable ECC Realtime.

   

2. 2

   Select Choose Agent and select the existing UC Analytics agent from the list. If the UC Analytics agent was not installed on the HQ server, select Install a new agent and enter an Agent Name.

   Important

   Brightmetrics requires the Real Time agent to be installed on a TAPI Application server — the HQ server is typically used. If the Core UC agent is installed on the HQ server, the same agent can be used for Real Time by selecting Choose Agent.

3. 3

   Click Save.

MiVoice Connect Contact Center customers

1. 1

   Once you click Add Data Source, choose ShoreTel Realtime as your data source type.

2. 2

   Choose Yes on Enable ECC Realtime. Three text boxes will appear — enter your Contact Center Server Address, ECC Event Feed Username, and ECC Event Feed Password. If you need to add a Real Time Event Feed, refer to Appendix B.

3. 3

   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 agent, select Install a new agent and enter an Agent Name. If the Core UC agent is on the HQ server, the same agent can be used for Real Time.

4. 4

   Once the agent is installed and the data source is added, you can proceed to the Edit Dashboard page to begin creating Real Time dashboards. For further assistance, email support@brightmetrics.com.

Mitel Call Recording integration

Brightmetrics allows users of Mitel's Call Recording Application to listen to call recordings directly within the Brightmetrics service. Log into Brightmetrics using your credentials.

1. 1

   Using the sidebar menu, click on Data Source Configuration.

2. 2

   Click the gear icon above the ShoreTel (Mitel) data source within Configured Data Sources.

3. 3

   A dialog box will appear to edit the data configuration. Select your Call Recording System.

   

4. 4

   Click the link to download the Brightmetrics Call Recording Integration file, then install it on each recording server:

   • Download the file as described above.
   • Move the downloaded file to each recording server.
   • Run the installer on each recording server.
   • For installations with multiple recording servers, the recording integration must be installed on each one.

5. 5

   Enter the address of your recording server. If you have multiple recording servers, enter them all separated by a space. Then select whether you want System-wide or Per-user credentials.

   

   System-wide	Everyone uses the same credentials you specify here. The user ID and password is the same used for Mitel Director access. Note that everyone who listens to call recordings will be listening under that specific account.
   Per-user	Each user enters their own individual Call Recording Username and Password to access recordings. This limits recording visibility to each individual user's permissions.

6. 6

   Click Save at the bottom of the page.

Accessing call recordings

You are now ready to access call recordings from within Brightmetrics. Navigate to a detail report to find the call you'd like to review, then click on the call to open the Cradle-to-Grave report. You can see which leg of the call was recorded by the Record Server (may also say Call Recorder). Click on the Recordings tab to listen to or download the recording.

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, 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, 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 below, proceed to the next step.

   

4. 4

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

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

   

   Once the server is identified, locate the installation media for MiVoice Connect Contact Center (installation CD or download from Mitel's support site). On the identified CCIR server, run setup.exe in the "Mitel CCIR Transform Service" folder. You will be prompted to enter the Contact Center server's address — the installer will verify it can contact the 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) and verify it appears. 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. Click Save at the top of the page.

   

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. 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 the Settings button.

   

2. 2

   Recording Profiles — click 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 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.

   

   Any other fields can be included as well, in any position, but GUID must be one of them if you want access to recordings in 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.