Interested in Brightmetrics Contact Center Analytics for Mitel MiCC? This guide will take you through the steps to deploy Brightmetrics.
The first step is to visit Brightmetrics and choose Start My Free Trial.
Once clicked, a new tab will open. Enter your account information and check the box next to Mitel MiContact Center to add the reporting module for MiCC.
Once completed, choose Register. You'll receive a notification that your account has been created successfully. Choose Done and you will be logged into your new account and directed to the data sources setup page.
If you are installing Brightmetrics for MiCC over Connect, we highly suggest running MiCC version 9.2.3 with Hotfix 1 at a minimum. Earlier versions have been seen to introduce issues including:
- When one call is requeued, an agent will display as being on a call and their next call at the same time.
- When an attempted consult transfer fails, the agent would remain showing as Non-ACD Hold even after the second attempt succeeded.
- Agents will become stuck in an ACD state and not receive further calls.
- Agents will intermittently be presented with an ACD call while in a busy state.
Those issues and more have been resolved in version 9.2.3 with Hotfix 1 as well as 9.3.3. For more information on your version, check with your Mitel resource or reseller.
If you are installing Brightmetrics for MiCC over MiVB, we highly suggest using Consolidated Reporting. MiCC over MiVB has 4 sources of data: Performance stats, RT/SDK data, Trace data (from MiVB SMDR), and Consolidated Reporting data (from MiTAI). Consolidated Reporting resolves several common issues in MiCC's reporting and displays data in a much more concise manner.
Consolidated Reporting is built in for versions 9.3.0.0 or newer. If you are running an older version, speak to your Mitel reseller about upgrading. For more info from a technical perspective, reach out to support@brightmetrics.com.
Additionally, there are a couple of settings that should be enabled when moving to Consolidated Reporting:
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Run the GlobalAppSettingsEditor on the MiCC server.
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Add a setting for section
prairieFyre.BAL.DataAnalysis.Properties.Settings, nameEnableDataAnalytics, valuetrue. Also add a setting for the same section, nameEnableDataAnalyticsKeepCallEvents, valuetrue. (This is only strictly necessary on 9.3.5 and up, but can be set on earlier versions — after upgrading to 9.3.5 or above you won't lose raw reporting events.) -
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If you are on MiCC 10.0.0.0 or above, ensure that Enable Trace Data under the Enterprise tab is enabled.
Mitel only supports Consolidated Reporting with a full SQL Server installation, not SQL Express — the database can grow quite large and exceed the 10GB limit of SQL Express when raw reporting events are enabled. If you want to purge events older than a certain period, this must be configured manually as there is no built-in housekeeping for CR data.
If you are using MiCC over MiVB, you must ensure that either Consolidated Reporting (with the settings above) or Lifecycle Reporting is enabled. If neither is enabled, you will not see data and it may result in an error.
Contact Center Analytics for MiContact Center setup
When setting up MiCC, it is nearly always recommended to use our Automatic setup — this will guide you through authenticating to your MiCC environment and our diagnostics will automatically set up SQL credentials.
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Connection Name — we automatically populate this field and there is rarely a need to change the default. -
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Setup — leave this as Automatic. -
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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. -
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Click Next.
NoteIf you will also be adding Brightmetrics for MiVB or already have it installed, you can use the same agent for both MiVB and MiCC — the agent is installed on the MiCC server.
NoteIf you are going to set up SQL credentials manually, some additional fields will appear. For more details, see Manual Setup at the end of this guide.
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Another dialog will pop up — click Install Brightmetrics to continue.
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Follow the instructions on this page to install the Brightmetrics agent on the MiCC server.
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After running the installer, return to Brightmetrics and click Next to run diagnostics.
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Click Run to start diagnostics — this will check that the Brightmetrics agents are installed correctly and that the MiCC environment is configured for detailed reporting. If any errors are found, the diagnostic will prompt you with steps to correct them.
Real Time for MiContact Center setup
When setting up Brightmetrics Real Time for MiContact Center, here are the details you'll need to enter:
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Connection Name — we automatically populate this field and there is rarely a need to change the default. -
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Related To — choose which MiCC system this Real Time instance is related to. Most customers only have one HQ system, but if you have multiple, select the appropriate one here. -
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MiCC Server Address — the address for the MiCC server. This should be prepopulated. -
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Agent Name — choose to use an existing agent for Real Time access or a new one.
NoteAs a best practice, Brightmetrics recommends using the same agent as installed for Contact Center Analytics for MiContact Center.
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Click Save to finish the setup.
You've now completed the installation of Brightmetrics. Proceed to the next step to enable conversation detail reporting. (Note: you may have already completed these steps as part of diagnostics.)
Enable Conversation Detail and Child Reporting in MiCC
In order for detail data to be captured in the SQL database, MiCC has to be configured with Conversation Detail Reporting on. You'll need to do this for each media server in YourSite Explorer.
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Navigate to Media Servers. -
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Click on the Media Server. -
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Check the box for Conversation detail reporting. -
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Click the Save button. -
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Repeat for all additional media servers.
You also need to enable Child Reporting for each step reporting in your in-queue workflows:
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Navigate to Queues. -
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Select a Queue. -
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Click Inqueue Workflow. -
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Click the top level Queue container. -
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Check the box for Child Reporting Enabled in the side panel. -
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Click Save. -
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Repeat for all Queues.
Manual setup — SQL Server Management access
For manual setup, you will need to give us user access in SQL Server Management to the MiCC environment. This can be done by your IT department or whoever manages your MiCC or SQL servers.
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In Microsoft SQL Server Management Studio, right-click the server and choose Properties.
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Select the Security pane. -
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Ensure that SQL Server and Windows Authentication mode is selected.
NoteIf this is not selected, check with your database admin before changing.
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Right-click Logins under Security and choose New Login…
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Create a name (e.g. brightmetrics). -
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Select SQL Server authentication. -
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Create a password. -
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Clear the Enforce password expiration checkbox.
NoteIf your IT policy requires password expiration to remain enabled, update this password according to your policy's schedule. Make sure to uncheck User must change password at next login — otherwise Brightmetrics will not be able to connect.
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Assign CCMData as the default database.
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Select User Mapping. -
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Check the box for CCMData. -
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Check the box for db_datareader to enable role membership for CCMData.
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Check the box for CCMStatisticalData. -
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Check the box for db_datareader to enable role membership for CCMStatisticalData. -
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Click OK.
You're all set! If you have any questions or need assistance with the install or with building reports and dashboards, please email us at support@brightmetrics.com.