Brightmetrics Install Guide for MiCC

Interested in Brightmetrics CONTACT CENTER AnalyticsTM for Mitel MiCC?  That’s great!  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 in your browser will open. On that tab, you will enter some information for your new account and choose the checkbox next to Mitel MiConnect Center to add the reporting module for MiCC.
Once completed, choose Register and you'll receive the 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 of MiCC have been seen to introduce and bring through from MiCC into Brightmetrics issues like:
  • 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.


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 more or less)
  • Consolidated Reporting data (from MiTAI -- kind of like TAPI)
The consolidated reporting resolves a few issues that we commonly see in MiCC's reporting and displays the reporting in a much more concise manner. 
Consolidated reporting is built in/standard for newer versions or newer.  If you are running an older version, you can speak to your Mitel reseller/resource about upgrading.  If you are a partner or reseller of Brightmetrics and you need more info on enabling consolidated reporting from a technical perspective please reach out to our support team at
Additionally, there are a couple of settings that should also be enabled when moving to Consolidated Reporting:

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)

3.) If you are on MiCC or above or have upgraded to this version some settings have been moved around in MiCC and you will want to ensure that the Enable Trace Data under the Enterprise tab is enabled as well.

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. 

If you are using MiCC over MiVB then you will need to ensure that either Consolidated Reporting with the settings noted above is enabled or Lifecycle Reporting is enabled.
PLEASE NOTE: If neither Consolidated Reporting nor Lifecycle Reporting 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 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.



Step 5:  Another dialog will pop up – click continue on the Install Brightmetrics button
Step 6:  Follow the instructions on this page to install the Brightmetrics agent on the MiCC Server
Step 7:  After running the installer, return to Brightmetrics and click NEXT to run diagnostics
Step 8:  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:

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 4:  Right-click Logins under Security and choose “New Login…”

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

    • 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


You're all set!  If you have any questions or need any assistance with the install, or with building any reports or dashboards, please email us at


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