- 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 to show 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
- Etc.
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, you should be able to check with your Mitel resource which may also be your reseller.
1.) Run the GlobalAppSettingsEditor on the MiCC server
2.) Add a setting for section "prairieFyre.BAL.DataAnalysis.Properties.Settings", name "EnableDataAnalytics", value "true" And add a setting for section "prairieFyre.BAL.DataAnalysis.Properties.Settings", name "EnableDataAnalyticsKeepCallEvents", value "true" (this is only strictly necessary on 9.3.5 and up, but if running an earlier version it can still be set, and then after upgrading to 9.3.5 or above you won't lose raw reporting events)
According to the setup instructions, Mitel only supports Consolidated Reporting with a full SQL Server installation, not using SQL Express which is the usual default. That is because the database can grow quite large and exceed the 10GB limit of SQL Express, in particular when raw reporting events are enabled.
And if they want to purge events older than some period of time, they have to configure that manually, because there is no built-in housekeeping for CR data, at least not yet.
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 customer’s MiCC environment and our diagnostics will automatically set up SQL credentials.
If you are setting up automatically, you’ll see three items to setup:
Step 1: Connection Name – we automatically populate this field and there is rarely a need to change the default.
Step 2: Setup – leave this as Automatic
Step 3: 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.
Step 4: Click Next
** If you will also be adding Brightmetrics for MiVB or already have it installed you can use the same agent for MiVB as you are using for MiCC which is installed on the MiCC server.**
Note: If you are going to set up SQL Credentials manually, some additional fields will appear to enter.
For more details about manual setup, see the end of this guide.
REAL TIME for MiContact Center Setup
When setting up Brightmetrics REAL TIME for MiContact Center, here are the details you’ll need to enter:
Step 1: Connection Name – we automatically populate this field and there is rarely a need to change the default.
Step 2: Related To – this is where you’ll choose which MiCC system this Real Time instance is related to. Most customers only have one HQ system, but if your customer has multiple, select the appropriate one here.
Step 3: MiCC Server Address – this is the address for the MiCC Server and should be prepopulated.
Step 4: Agent Name – here you can choose to use an existing agent for Real Time access or a new one. As a best practice, Brightmetrics recommends using the same agent as installed for the CONTACT CENTER Analytics for MiContact Center.
Step 5: 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 a 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 by:
Step 1: Navigate to Media Servers
Step 2: Click on the Media Server
Step 3: Check the box for Conversation detail reporting
Step 4: Click the Save button
Step 5: Repeat for all additional media servers
You also need to enable Child Reporting for each step reporting in your in-queue workflows:
Step 1: Navigate to Queues
Step 2: Select a Queue
Step 3: Click Inqueue Workflow
Step 4: Click the top level Queue container
Step 5: Check the box for Child Reporting Enabled in the side panel
Step 6: Click Save
Step 7: Repeat for all Queues
Manual Setup - SQL Server Management Access
For manual setup, you will need you’ll 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.
Step 1: In Microsoft SQL Server Management Studio, right-click the server and choose “Properties”
Step 2: Select the “Security” pane,
Step 3: Ensure that “SQL Server and Windows Authentication mode” is selected
-
- Note: if this is not selected, you may want to check with your database admin before changing.
Step 5: Create a name (e.g. brightmetrics)
Step 6: Select “SQL Server authentication”
Step 7: Create a password
Step 8: Clear the Enforce password expiration
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- Note: if your IT policy requires that password expiration remain enabled, you will need to update this password according to your policy's schedule. Make sure to uncheck the box for "User must change password at next login" otherwise Brightmetrics will not be able to connect.
Step 9: Assign CCMData as the default database
Step 10: Select User Mapping
Step 11: Check the box for CCMData,
Step 12: Check the box for db_datareader to enable role membership for CCMData
Step 13: Now check the box for CCMStatisticalData
Step 14: Check the box for db_datareader to enable role membership for CCMStatisticalData
Step 15: Click OK
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