MiCONTACT CENTER

RELEASE 8.1
INSTALLATION AND ADMINISTRATION GUIDE
 NOTICE

The information contained in this document is believed to be accurate in all respects

but is not warranted by Mitel Networks Corporation (MITEL). The information is
subject to change without notice and should not be construed in any way as a
commitment by Mitel or any of its affiliates or subsidiaries. Mitel and its affiliates
and subsidiaries assume no responsibility for any errors or omissions in this
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appearing on Mitel's Internet sites or in its publications are registered and
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legal@mitel.com for additional information. For a list of the worldwide Mitel
Networks Corporation registered trademarks, please refer to the website:
http://www.mitel.com/trademarks.

MiContact Center Installation and Administration Guide

Release 8.1
July 2016
Document Version 8.1
, Trademark of Mitel Networks Corporation
Copyright 2016, Mitel Networks Corporation
All rights reserved
 Table of Contents

CHAPTER 1 GETTING STARTED

Getting started 2
What's new in Version 8.1? 2
Searching for key words and topics 4
Hardware and software requirements 4
Locating the latest version of our guides 4
If you need help 5

CHAPTER 2 ENTERPRISE SERVER INSTALLATION AND UPGRADES

Enterprise Server installation and upgrades 8
Enterprise Server installation 8
Before running the server installation 8
Programming telephone systems 10
Installing Enterprise Server components 10
Disabling Data Execution Prevention 11
Verifying the status of Data Execution Prevention 11
Installing SQL Server 12
Adding SQL Server security roles to the administrative account 12
SQL Server best practices 13
MiContact Center product registration 13
Registering your Version 8.1 software 13
Migrating, activating, or updating Version 8.1 license files 14
Installing MiContact Center Version 8.1 15
Changing the default administrator password 20
Modifying Enterprise Server installed components and features 20
Uninstalling Enterprise Server software 20
Verifying the installation was successful 21
Verifying that your Enterprise Server IP address and IP port numbers are correct 21
Validating the Golden Rules 21
Verifying that ACD and SMDR data are streaming 22
Verifying media servers are receiving telephone system data 22
Troubleshooting data collection issues 23
SMDR data is not streaming 23
ACD data is not streaming 24
Viewing the data collection TCP/IP ports 24
Starting MiContact Center Data Collection Service 24
Verifying client computer communication with the Enterprise Server 25
Enterprise Server upgrades 25
Before upgrading to MiContact Center Version 8.1 25

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Backing up the YourSite database and phone data 27

Turning off automatic updates to client computers and remote servers 27
Upgrading to MiContact Center Version 8.1 28
Restoring telephone system and configuration data 29
Turning on automatic updates to client computers and remote servers 29

CHAPTER 3 CONFIGURATION
Configuration 32
YourSite Explorer 32
Starting YourSite Explorer 33
YourSite Explorer Start Page 33
Configuring the YourSite Explorer Start Page 34
Searching 34
Paging 35
Filtering 35
Customizing the user interface 35
Minimizing aspects of the user interface 35
Changing the order of the columns 36
Changing column options 36
Duplicating devices in YourSite Explorer 37
Making multiple changes 37
Changing the YourSite Explorer view 37
Posting feedback and viewing our forums 38
Setting up your Enterprise 38
Configuring enterprise settings 39
Configuring the Enterprise Server settings 40
Changing the global system language 40
Configuring enterprise maintenance functions 41
Configuring email settings 41
Adding sites 42
Adding mail servers 43
Configuring SMTPconnections to MiContact Center 43
Adding media servers 45
Adding 3300 ICP media servers 46
Configuring location settings 47
Configuring data summary options 48
Configuring data collection settings 49
Configuring MiTAI options 50
Enabling write-back functionality 50
Configuring telephone system settings 50
Call recording 55

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Configuring the Mitel Secure Recording Connector service 55

Configuring call recording integration 56
Configuring the Record Agent Greeting workflow 57
Default Record Agent Greeting Workflow 58
Managing historical media servers 59
Deleting media servers 60
Configuring the YourSite database 60
Determining which devices to configure 61
Choosing the employee configuration method 61
Recommended configuration scenario 62
Multiple voice agents for individual employees configuration scenario (not
recommended) 62
YourSite database configuration methods 63
Configuring the YourSite database using synchronization 63
Preparing for Synchronization 65
Specifying synchronization settings 65
Performing Synchronization 66
Ring Group synchronization 69
Scheduling synchronization during the nightly maintenance routine 69
Editing telephone system assignment forms in YourSite Explorer 69
Editing System Options 70
Editing SMDR Options 70
Editing Class of Service options 70
Editing Class of Restriction options 71
Adding resilient and/or Network ACD hot desking agents 71
Invalid ACD cluster programming 72
Running Active Directory synchronization 72
Configuring devices and device groups using Quick Setup 73
Extension Quick Setup 73
Trunk Quick Setup 74
Trunk group Quick Setup 74
DNIS Quick Setup 75
Account Code Quick Setup 75
Make Busy Reason Codes Quick Setup 75
Team Quick Setup 76
Device group Quick Setup 76
Configuring devices using .csv files 76
Importing a range of devices using a .csv file 77
Fields required for successful .csv imports 78
Configuring devices manually 81
Adding employees 81

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Configuring general employee information 82

Managing the media types an employee can handle 83
Configuring employee licensing 86
Managing employee Workload 87
Managing employee extensions and Account Codes 89
Configuring employee Skype for Business settings 90
Configuring employee report distribution settings 91
Configuring employee personal information 91
Adding employee groups 92
Adding employee divisions 92
Adding agents 93
Enabling external hot desk agents 95
Adding agent groups 96
Managing agent group membership, presence, and skill level 97
Specifying 3300 ICP options for agent groups 99
Adding teams 99
Associating agent groups to teams 99
Adding queues 100
Adding voice queues (ACDpath) 100
Configuring general information for voice queues 101
Configuring voice queue membership 101
Configuring queue spectrum settings for voice queues 102
Configuring performance settings for voice queues 103
Configuring agent workflow settings 104
Configuring whisper announcements 105
Configuring voice options for queues 105
Adding Ring Groups 106
Configuring general information for Ring Group queues 107
Configuring membership for Ring Groups 107
Configuring performance settings for Ring Groups 108
Configuring queue spectrum settings for Ring Groups 109
Configuring voice options for Ring Group queues 109
Setting a queue as historical 110
Deleting a queue 110
Automatically controlling voice queue states (ACDpath) 111
Opening and closing voice queues using business hour schedules 111
Setting and removing queue DND with queue control plans 112
Adding queue groups 114
Adding Reporting queue groups 115
Adding Virtual queue groups 116
Adding extensions 118

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Adding extension groups 120

Associating extensions with extension groups 120
Adding trunks 121
Adding trunk groups 121
Associating trunks with trunk groups 121
Adding DNIS 122
Adding DNIS groups 122
Associating DNIS to DNIS groups 122
Adding Account Codes 123
Adding Account Code groups 124
Associating Account Codes with Account Code groups 124
Adding Account Code categories 125
Defining ANIdata 125
Adding Make Busy Reason Codes 126
Adding Do Not Disturb (DND) Reason Codes 127
Adding phone numbers 127
Adding phone number groups 128
Configuring business hour schedules 129
Creating and modifying schedules 129
Managing schedule exclusion lists 130
Applying schedules 132
Monitoring and alarming subsystem 132
Validating configuration and clearing alarms 135
Configuring security settings 135
Creating and applying security roles 136
Creating security lists 137
Configuring security roles 138
Viewing your security role properties 142
Assigning security roles to employees 142
Interactive Visual Queue 143
Configuring Interactive Visual Queue 143
Configuring Workforce Scheduling 144
Before configuring Workforce Scheduling 144
Enabling remote SQL Server connections 144
Granting SQL Server permissions 145
Configuring employee scheduling preferences 145
Configuring employee roles 146
Configuring employee work hours 146
Configuring employment status 146
Configuring employee payroll information 147

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Configuring employee availability 147

Configuring employee time off 148
Overriding employee time off 148
Configuring employee skills 148
Configuring scheduling options 149
Configuring holidays 149
Configuring overtime types 150
Configuring time off types 150
Configuring skills 151
Configuring Work Timer 152
Preparing media server agent timeout options for MiVoice Business 153
Configuring Contact Center Screen Pop 154
Enabling and disabling Contact Center Screen Pop 154
Configuring Contact Center Screen Pop options 155
Configuring Contact Center Screen Pop display variables 155
Enabling MiTAI event logging 157
Ignoring MiTAI events on UPiQ and callback capture ports 158
Testing Contact Center Screen Pop search functions 158
Configuring Lifecycle reports 159
Configuring Workforce Management integration 160
Configuring Verint Impact 360 for Workforce Management integration 167
Setting up MiVoice Border Gateway on the Mitel Application Server 168
Configuring Microsoft Dynamics CRM Connector 168
Configuring Microsoft Dynamics CRMConnector 168
Specifying CRM server settings 169
Creating and editing search masks 169
Creating a search mask 169
Editing a search mask 170
Deleting a search mask 170
Specifying search fields 170
Creating a search field 170
Editing a search field 171
Deleting a search field 171
Specifying Custom URLs 171
Creating a Custom URL 171
Editing a Custom URL 171
CRM screen pops 172
Creating a CRM screen pop 172
Editing a CRM screen pop 173
Deleting a CRM screen pop 173

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Sub queries 173

Creating a sub query 173
Editing a sub query 174
Deleting a sub query 174
Installing the Microsoft Dynamics CRM Connector plugin 174
Converting MiCC Office data 175
Configuring WallBoarder 177
WallBoarder parameters 177
Site 177
Edit WallBoarder Service for tab 177
Priority message tab 178
Database load log tab 178
Query signs tab 178
Sign groups 178
Edit sign group tab 178
Advanced tab 179
Signs 180
Diagnostics 180
Tools tab 180
Sign messages 180
Add sign tab 181
Add sign message tab 182
Sign variables 182
Add sign variable tab 183
Advanced tab 183
Sign plans 183
Add sign plan tab 184
Business hours tab 184
Connecting Spectrum wall signs 184
Configuring wall signs and wall sign messages 186
Selecting the computer on which the MiContact Center WallBoard Service is installed186
Creating sign groups 187
Adding signs to sign groups 189
Configuring sign variables 190
Configuring sign messages 191
Creating sign plans 192
Creating sign plans for daisy-chained signs 193
Activating priority messages 195
Scheduling messages 196

CHAPTER 4 SERVICES AND DATABASE ADMINISTRATION

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Services and Database Administration 198

Backing up data 198
Backing up .xml files 198
Backing up raw telephone system data files 199
Backing up Enterprise Server configuration data 199
Backing up SQL Server data files 199
Understanding SQL Server recovery models 199
Management Console 201
Updating server IP addresses 201
Running the maintenance routine immediately 202
Summarizing data 202
Creating an Enterprise Server support package 202
Controlling services 203
Converting data files 203
Diagnostics monitor 204

CHAPTER 5 IVRROUTING
IVRRouting 206
IVR Routing enhancements 206
Workflow navigation in IVR Routing 207
Viewing workflows at a glance: The Outline pane 207
Viewing specific portions of a workflow: Focusing and the Breadcrumb view 207
Navigating the Workflows Canvas:The MiniMap window and the Pan mode 208
Resizing workflows:The Zoom feature 209
Manipulating all activities in a workflow: The Expand All, Collapse All, and Restore
buttons 209
Customizing your IVR Routing workspace 209
Configuring IVR Routing 209
Viewing IVR Routing 210
Using the Import Wizard 210
Changing multiple IVR Routing items at a time 210
Viewing IVR Routing devices by category or type 210
Configuring media servers for IVRRouting 211
Configuring extensions 211
Configuring extension port options for IVR Routing 212
Deleting extensions 213
Using Extension Quick Setup 213
Configuring hunt groups 215
Adding hunt groups 215
Adding extensions to hunt groups 216

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Configuring hunt group IVRsettings 217

Deleting hunt groups 217
Configuring queues 217
Configuring Inqueue routing 217
Configuring UPiQ options 218
Playing Expected Wait Time announcements 219
Configuring RADmessages for queues 219
Configuring queue groups 220
Building workflows 220
Workflow types 221
Workflow examples 222
Adding new workflows 224
Naming workflows 225
Copying workflows 225
Cutting, pasting, and copying workflow items 225
Deleting workflows 226
Importing and exporting subroutines and workflows 226
Recommended practices for importing workflows and subroutines 227
Saving and copying workflows as images 227
Validating workflows 227
Locating workflow items with the Search field 228
Associating workflows to devices 228
Dynamic RAD messages 230
Building resilient workflows 231
Configuring prompts 231
Adding prompts 232
Adding files, queue statistics, or variables to prompts 233
Deleting prompts 234
Playing prompts 234
Using Prompts Quick Setup 234
Building subroutines 234
Adding subroutines to workflows 235
Deleting subroutines 235
Configuring callbacks 236
Enabling callbacks 236
Enabling abandon callbacks 237
Enabling web callbacks 239
Configuring sites for web callbacks 239
Configuring the web callback template 240
Viewing the web callback template 240
Customizing the web callback templates 241

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Enabling the web callback template for callbacks 243

Configuring rules 246
Adding rules 247
Adding routing conditions to rules 247
Adding variables to rules 249
Deleting rules 250
Configuring holidays 250
Configuring data providers 250
Adding a Microsoft SQL server as a data provider 250
Adding a Microsoft Excel worksheet as a data provider 251
Adding a LDAP as a data provider 251
Adding a generic data provider 251
Adding an ODBC as a data provider 252
Deleting data providers 252
Configuring variables 252
Adding variables 253
Deleting variables 254
Configuring security 254
Configuring Automatic Speech Recognition 254
Configuring an Automatic Speech Recognition server 255
Configuring Text-to-Speech 255
Configuring a Text-to-Speech server 256
Activities 256
Activities available in IVR Routing 257
Configuring common activity options 264
Adding activities to workflows or subroutines 264
Deleting activities or branches from workflows 264
Naming activities, activity configurations, and branches 265
Configuring activities and branches for reporting 265
Configuring an activitys prompts 265
Editing branches 268
Annotating activities in workflows and subroutines 269
Troubleshooting workflow configuration with the Validation button 269
Changing the order in which branches are evaluated 270
Building conditions in IVR Routing 270
Adding and removing expressions 270
Understanding operators 271
Selecting expressions 271
Grouping expressions 271
Configuring the ANI activity 272
Adding branching conditions to ANI activities 272

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Configuring the Answer activity 273

Configuring the Callback Request activity 274
Assigning callback subroutines to Callback Request activities 274
Assigning destinations to Callback Request activities 275
Adding new devices to Callback Request destinations 275
Configuring the Collect Digits activity 276
Configuring options for Collect Digits activities 276
Configuring collection settings for Collect Digits activities 278
Configuring speech collection settings for Collect Digits activities 278
Configuring the Conference activity 280
Setting the Conference activitys destination and call behavior 280
Configuring the Connect to Caller activity 282
Assigning subroutines to the Connect to Caller activity 282
Configuring the Date Time Validation activity 283
Configuring the Delay activity 283
Setting the duration of Delay activities 283
Configuring the DNIS activity 283
Adding branching conditions to DNIS activities 284
Configuring the Email activity 285
Populating Email activity templates 285
Adding and editing SMTP mail server connections to Email activities 286
Configuring email send settings 287
Configuring the Execute activity 287
Configuring options for Execute activities 288
Specifying the external processes to execute in workflows 288
Storing retrieved data as variables 291
Configuring the Go To activity 292
Configuring destinations for Go To activities 292
Configuring parent workflow destinations for subroutine Go To activities 292
Configuring the Hang Up activity 292
Configuring the Hold State activity 293
Configuring the Hunt Group activity 293
Adding branching conditions to Hunt Group activities 294
Configuring the Language Activity 295
Setting and editing languages for Language activities 295
Configuring the Make Call activity 296
Configuring options for Make Call activities 296
Adding new devices to Make Call destinations 297
Configuring the Management activity 298
Assigning subroutines to Management activities 298
Configuring properties for remote access to the Default Management Subroutine 298

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Configuring the Menu activity 299

Configuring options for Menu activities 299
Configuring Menu activity branches 300
Configuring speech recognition for Menu activities 301
Configuring the Mode of Operation activity 302
Configuring Mode of Operation activities for Emergency and Normal modes 302
Configuring the Play activity 302
Adding prompts to Play activities 303
Configuring the Query activity 306
Connecting Query activities to data providers 306
Running simple queries in workflows 307
Configuring Query activities with advanced queries 308
Defining write statements 308
Returning multiple results with queries 310
Configuring the Queue activity 310
Applying queue conditions to the Queue activity 310
Real-time queue conditions and queue groups 312
Configuring the Queue Control activity 314
Configuring the Record activity 314
Configuring Record activities with prompts 315
Clearing prompts from Record activities 316
Configuring recording options 316
Configuring the Save, Discard, and Review branches of the Record activity 316
Configuring the Redirect activity 318
Adding branching conditions to Redirect activities 318
Configuring the Retrieve Callback activity 318
Configuring the Rules activity 319
Adding and editing rules for Rules activities 319
Configuring the Save Agent Greeting activity 320
Configuring the Save Callback activity 320
Configuring the Schedule activity 321
Adding and modifying business hour Schedule conditions 321
Adding and modifying time and day of the week conditions for Schedule activities 322
Adding and modifying date or holiday conditions for Schedule activities 323
Importing and exporting Schedule conditions 324
Grouping schedule conditions in Schedule activities 324
Configuring the Set Device Mode of Operation activity 324
Configuring properties for Set Device Mode of Operation activities 325
Configuring the Set System Mode of Operation activity 325
Configuring properties for Set System Mode of Operation activities 325
Configuring the Set Variables activity 326

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Populating the Set Variables activity with workflow data 326

Configuring the SMS activity 326
Configuring the Subroutine activity 327
Assigning subroutines and variables to Subroutine activities 327
Configuring parent workflow destinations for subroutine Go To activities 328
Configuring the Swap Prompt activity 328
Setting prompts to be exchanged in Swap Prompt activities 328
Configuring the Transfer activity 328
Configuring options and adding devices to Transfer activities 329
Configuring the Variable Compare activity 331
Applying branching conditions to Variable Compare activities 332
Grouping variable compare conditions 333
Passing agents call information in screen pops 333
Populating screen pops with workflow variables 333
IVR Routing default workflows and subroutines 334
Changes to callbacks and UPiQ 335
Customizing the default workflows and subroutines 335
Default Inqueue UPiQ workflow and subroutine 336
Default Management subroutine 338
Default Callback workflow and subroutines 339
Default Outbound Callback workflow 340
Default Outbound Callback subroutines 340
Default Inbound Voice Callback subroutine 344
IVR Routing workflow samples 347
Importing IVR Routing sample workflows 348
Associating sample workflows to extensions or hunt groups 349
Sample Schedule with Mode of Operation and Menu 349
Sample ANI and DNIS Condition with unique Menus and a Callback option 351
Sample Schedule Condition followed by DNIS and Language with Menus 354
Sample Outbound with Excel 356
Workflow for PCICompliant systems 359
IVR Routing complex workflow configuration 362
Outbound workflow configuration 362
Configuring a database provider 363
Creating outbound ports 365
Defining variables 365
Creating an outbound workflow 365
Configuring the outbound workflow for abandoned contacts 366
Configuring the branches of the Make Call activity 368
Dial Active Directory workflow configuration 372
Preliminary configuration 373

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Creating the main Dial Active Directory workflow 374

Configuring the DialByADsubroutine 377
Configuring the LDAP data provider 378
Configuring the Active Directory LDAP query 378
Configuring the Success branch of the query 380
Synchronizing IVR Routing Servers 382
Configuring IVR Routing for hot fixes 383
Applying a hot fix in a single server configuration 383
Applying a hot fix in a single Remote Server configuration 384
Applying a hot fix in a multiple Remote Server configuration 385

CHAPTER 6 REMOTE SERVER INSTALLATION

Remote Server installation 388
Overview of Remote Server installation 389
Installing the Remote Server software 389
Modifying Remote Server installed components and features 390
Uninstalling Remote Server MiContact Center software 391
Verifying name changes of remote servers 391
Configuring IVR Routing on Remote Servers 392
Assigning IVR Routing Remote Server ports to the Enterprise Server 393
Configuring remote IVR Routing communication with the Enterprise Server 393

CHAPTER 7 CTIDEVELOPER TOOLKIT

CTI Developer Toolkit 396
Installing the CTI Developer Toolkit 401
Upgrading the CTI Developer Toolkit 404
CTI Developer Toolkit sample applications 404
Best practices for custom development 409
Common user scenarios and source code examples 409
Click to dial 409
Call received notification 410
Add call detail (using a third-party IVR) 412
Troubleshooting CTI Developer Toolkit issues 413
Troubleshooting specific issues 413
Retrieve All commands does not display any devices 413
GetDevice method fails or returns null unexpectedly 414
Agent control actions succeed while call control actions fail 415
Unable to set monitor on agent device 415
Web service errors occurring in log files 415

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CHAPTER 8 CLIENT INSTALLATION

Client installation 417
Client roles 418
Before running the client installation 419
Client installation process 420
Installing the Client Component Pack and client applications 420
Modifying available client applications and client roles 422
Uninstalling the Client Component Pack 423

CHAPTER 9 CLIENT CONFIGURATION

Client configuration 425
Configuring agent and agent group presence settings 425
Configuring Ring Group presence settings 426
Setting up soft phones 427
Configuring Whisper Coach settings 428
Configuring the MiCollab Client and Ignite integration (DESKTOP) 428
Providing MiVoice Border Gateway support to remote agents and employees 429
Setting up phones for remote agents and employees 430
Running the MiVoice Border Gateway Connector 431
Configuring the Salesforce.com Connector 432
Setting up a Call Center in Salesforce.com 433
Upgrading to Call Center v.4.0 in Salesforce.com 433
Creating Call Centers in Salesforce.com 435
Configuring Call Centers in Salesforce.com 436
Adding users to call centers 444
Configuring soft phone layouts 444
Configuring the New Lead button to display DNIS information 446
Adding custom ANI and DNIS fields to Call Logs 447

CHAPTER 10 DATA MINING

Data Mining 449
ACD Inspector 450
Running searches in ACD Inspector 451
Agent events criteria for searches 451
Queue events criteria for searches 457
Option events criteria for searches 459
Running agent events searches 460
Agent events search results 461

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Narrowing an Agent events search 462

Running queue events searches 464
Queue events search results 465
Narrowing a Queue events search 467
Running wild card queue events searches 469
Wild card queue events search results 471
Running searches for error and information records 471
Exception events search results 471
SMDR Inspector 472
Running searches in SMDR Inspector 472
Call parties criteria for searches 472
Call types criteria for searches 474
Options criteria for searches 476
SMDR search results information 478
SMDR record boxes 483
Running call parties searches 486
Call parties search results 487
Running call types searches 487
Call types search results 488
Running option searches 488
Options search results 489
Running searches for error and information records 490
Exception search results 490
Wild card searches 491
Exporting search results 492

CHAPTER 11 INSTALLING MICONTACT CENTER ON VMWARE

Installing MiContact Center on VMware 494
OVA file specifications 494
Installation overview 494
Virtual machine download 495
Enterprise Server deployment and installation on VMware 495
Before running the deployment 495
Deploying MiContact Center virtual machines 496
Post-deployment installation and configuration 496
Installing and configuring MiContact Center 497
Installing and configuring a remote server 498

APPENDIX A 3300 ICP PROGRAMMING

Programming traffic data collection for the 3300 ICP 500
Traffic Options Assignment form 500

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Assigning a port 502

Testing traffic output 502
Configuring traffic options in MiContact Center 503

APPENDIX B IVR ROUTING ARCHITECTURE

Scalability 504
Resilient Configuration 504
Redundant Configuration 505
High Availability Configuration 506

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GETTING STARTED

What's new in Version 8.1

Searching for key words and topics
Hardware and software requirements
Locating the latest version of our guides
If you need help
MiContact Center Installation and Administration Guide

GETTING STARTED
Before you start the installation, we recommend you review the most recent version of this guide as
well as the most recent version of the user and system engineering guides. These can be found at
http://edocs.mitel.com.
For the latest frequently asked questions and troubleshooting information, see the Mitel Knowledge
Base at http://micc.mitel.com/kb.
To report an issue with this document please email techpubs@mitel.com.

WHAT'S NEW IN VERSION 8.1?

The following section briefly describes the features and product enhancements that were introduced
in MiContact Center Version 8.1.
Ignite - Web-client version
Ignite is now available as either a desktop or Web version. They share much of the same
functionality but each implementation also offers unique agent and supervisor capabilities, enabling
you to choose the application that suits your individual needs.
Ignite (WEB), new to MiContact Center Version 8.1, gives access to Ignite from any supported,
Web-enabled device, including full support for tablets (Apple, Android, and Microsoft) and partial
support for mobile phones (Apple, Android, and Microsoft).
Ignite (WEB) enables you to:
l View multiple windows simultaneously to gain greater, immediate access to different types of
information
l Switch between desktop, tablet, and mobile device, while maintaining consistent access to all
relevant information
l Log into Ignite, without necessarily logging into a queue, enabling you to access Ignite without
being presented with ACD calls
l Monitor the activity of employees, agents, queues, and the status of callback requests with
customizable real-time monitors
l Access a light version of Contact Center Clients Interactive Contact Center capabilities,
including interacting with agent states and agent group presence and moving contacts from
queues to agents (based on agent availability and queue activity levels)
Within our documentation, we refer to desktop Ignite and its features as Ignite (DESKTOP) and Web
Ignite and its features as Ignite (WEB) or, where appropriate, as DESKTOP or WEB only.

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 What's new in Version 8.1?

CCMWeb - Support for additional browsers

CCMWeb, previously supported for Internet Explorer only, is now supported with the following
browsers:
l Internet Explorer
l Google Chrome
l Safari
l Mozilla Firefox
l Microsoft Edge
Screen reader support
Multimedia Contact Centers customer-facing chat request pages and chat sessions now support
screen reading applications. All controls, graphics, buttons, and input fields in customer-facing chat
request pages and chat sessions are labeled with alternative tags for screen readers and buttons
have proper hyperlink references and contain readable content needed for keyboard focus.
For more information, see the Mitel MiContact Center and Business Reporter System Engineering
Guide.
SSL support for Chat
In Version 8.1, Multimedia Contact Center Chat and Contact Us support SSL on both IIS and
Apache web servers in an End-to-End SSL deployment.
For more information on the supported SSL deployment, see the Mitel MiContact Center and
Business Reporter System Engineering Guide.
Technology changes
Support for the following technologies was introduced in Version 8.1:
l Office 2016
l Exchange Server 2016
l CRM 2016
Support for the following technologies was discontinued in Version 8.1:
l CRM 2011
l Exchange Server 2007
l Hyper-V 2008 R2

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MiContact Center Installation and Administration Guide

SEARCHING FOR KEY WORDS AND TOPICS

You can search for content in this PDF by using the search function built into Adobe Acrobat or
Reader. Consult your Adobe documentation for other search options.
To search for a key word or topic
1. In the open PDF, press Ctrl+F.
Alternatively, right-click in the document and select Find.
2. Type the key word or topic for which you want to search.
3. Press Enter.
4. Navigate the results by clicking the Next or Previous buttons.

HARDWARE AND SOFTWARE REQUIREMENTS

In accordance with best practices for business, it is recommended you install the appropriate
antivirus software with the latest virus definitions and data backup software on the Enterprise
Server. Ensure antivirus software is disabled before you install MiContact Center.
Refer to the Mitel MiContact Center and Business Reporter System Engineering Guide for the
following requirements and other considerations for your solution before installing or upgrading the
software:
l Server hardware and software requirements
l Client computer hardware and software requirements
l SQL Server requirements

LOCATING THE LATEST VERSION OF OUR GUIDES

The MiContact Center documentation library includes the following guides. The latest version of
each guide is availablefrom http://edocs.mitel.com.
l MiContact Center User Guide: provides information on the basics of contact center
management, and descriptions for use of all agent and supervisor applications within the
MiContact Center suite.This guide focuses on voice media.
l MiContact Center Installation and Administration Guide: provides instructions for:
l Downloading, installing, registering, and configuring MiContact Center on the
Enterprise Server and client computers
l Upgrading from previous versions of MiContact Center
l Installing and configuring MiContact Center at remote sites
l Installing and deploying MiContact Center .ova files
l All IVR Routing configuration
l Multimedia Contact Center Installation and Deployment Guide: is the primary source of
information for contact centers using email, chat, or SMS to communicate with customers.
This guide describes how to:
l Install, configure, and maintain a multimedia contact center
l Use the tools required to manage a multimedia contact center

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 If you need help

l Handle customer contacts via voice, email, chat, and SMS using Ignite
l MiContact Center and Business Reporter System Engineering Guide: discusses the following
topics:
l Deployment models based on licensing, contact volume, network requirements, and
availability
l Recommendations for collocating server applications
l System requirements, including server and client hardware and software requirements,
multi-tenanting requirements, and virtual application requirements
l Server and client virtualization details and best practices
l Performance and scalability details, including verified capacity results for all media
types (alone and blended), IVRRouting scalability, and port sizing recommendations
l Bandwidth and storage requirements
l Licensing information
l Support details for third-party integrations and internal products, such as Multimedia
Contact Center and IVR Routing
l MiContact Center - ContactCenter Reports Guide: describes all of the report types available
and explains how to generate, view, and share reports for MiContact Center - Contact Center.
l MiContact Center - Workgroup Reports Guide: describes all of the report types available and
explains how to generate, view, and share reports for MiContact Center Workgroup.
l MiContact Center Deployment Guide: discusses the following topics:
l Contact center basics, with a focus on ACD routing functionality
l Topologies for scaling
l ACD resiliency
l IVRRouting resiliency and redundancy
l Virtual contact centers
l Contact Center Blueprint: discusses the following topics:
l MiContact Center topologies
l MiContact Center deployment details
l Cloud and hosted considerations
l MiContact Center Site-Based Security (Multi-tenant) Administration Guide:describes how to
install and configure MiContact Center in a multi-tenant deployment.

IF YOU NEED HELP

For technical support, customers can contact their approved vendor. Certified channel technicians
can contact Mitel Technical Support.
For proposals, pricing, competitive information, on-site setup, or training, call our sales support group
at 1-800-722-1301, or email them at miccsales@mitel.com.

5
MiContact Center Installation and Administration Guide

In MiContact Center Version 8.1, all MiContact Center licensing will be provided via Mitel's
Applications Management Center (AMC). AMC licensing for earlier, supported releases of
MiContact Center will be gradually implemented.
To obtain licensing support choose one of the options below:
l For migration or offline licensing requests for pre-8.0 MiContact Center, please contact Mitel
Technical Support or raise a service request through TechCentral Tracker.
l For MiContact Center Version 8.0+ licensing support, please contact our AMC team using
one of the following options:
l NorthAmerica
1 800 722 1301, Option 4 (Mitel Partner Services), Option 4 (Licensing)
Submit a ticket by emailing: amc_accounts@mitel.com
Regular business hours: Monday to Friday, 8:00 a.m. EST to 8:00 p.m. EST
After business hours: 1 800 722 1301, Option 4 (Mitel Partner Services), Option 4
(Licensing). Please leave a message and you will receive a call back within one hour.
l Central America / Latin America
Submit a ticket by emailing: amc_accounts@mitel.com
Regular business hours: Monday to Friday, 8:00 a.m. EST to 8:00 p.m. EST
l UK / Europe, Middle East, and Africa
+44 (0) 1291 436089 Option 1 (AMC Support)
Regular business hours: Monday to Friday, 8:00 a.m. GMT to 4:00 p.m. GMT
If the UK AMC team is not able to assist, you will be asked to submit a ticket to amc_
accounts@mitel.com
After business hours: +44 (0) 1291 436089, Option 1 (AMCSupport) or call Mitel's 24-
hour Support Desk at +44 (0) 1291 430000
If the 24-hour Support Desk cannot assist, they will page the After Business Hours
Sales Support team on your behalf. You will receive a call back within one hour.
l Asia Pacific
61 2 90239516
Regular business hours: Monday to Friday, 9:00 a.m. AEST to 5:00 p.m. AEST
If the Australian AMC team is not able to assist, you will be asked to submit a ticket to
amc_accounts@mitel.com
After business hours: +61 2 90239516. Please leave a message and you will receive a
call back within one hour.

6
Chapter 2
ENTERPRISE SERVER INSTALLATION
AND UPGRADES

Enterprise Server installation

Verifying the installation was successful
Enterprise Server upgrades
MiContact Center Installation and Administration Guide

ENTERPRISE SERVER INSTALLATION AND

UPGRADES
This section describes how to install MiContact Center software on the Enterprise Server, either as
a new installation or as an upgrade, including requirements and recommendations for before and
after installing or upgrading.
For information on remote server installations, see "Remote Server installation" on page 388.
For information on client installations, see "Client installation" on page 417.

ENTERPRISE SERVER INSTALLATION

When you install MiContact Center the applications for which you are licensed are installed and
activated. The installation wizard guides you through the installation of the Enterprise Server,
Remote Server, and client software.
NOTE: You can run a silent install for new installations or during repair installations. For detailed
information, refer to the following Mitel Knowledge Base article:
http://micc.mitel.com/kb/KnowledgebaseArticle52335.aspx.
The Enterprise Server installation includes all applicable services, help files and user
documentation, and the following applications:
l CCMWeb
l MiCCSetup
l YourSite Explorer
l Contact Center Client
l Workforce Scheduling, Schedule Adherence, and Employee Portal
l Flexible Reporting
l MiCCOffice Data Import Tool
l MiVoice Border Gateway Connector
l Salesforce Connector
l Ignite
NOTE: The applications that are accessible depend on your licensing.

BEFORE RUNNING THE SERVER INSTALLATION

Before running the server installation, read and adhere to the following notes:
l Verify hardware and software requirements for installing MiContact Center on the Enterprise
Server, as detailed in the MiContact Center and Business Reporter System Engineering
Guide.
l Install the appropriate antivirus software with the latest virus definitions and data backup
software on the Enterprise Server. Ensure antivirus software is disabled before installing
MiContact Center.
l To ensure your MiContact Center applications are able to write files without error, you must
configure your antivirus software to exclude the <installation_drive>:\Program Files
(x86)\Mitel\MiContact Center folder (or whichever folder you chose for your installation files).

8
 Enterprise Server installation

l There are specific ports that must be unblocked during the installation. For a current list, see
the following Knowledge Base article:
http://micc.mitel.com/kb/KnowledgebaseArticle51887.aspx.
l The MiContact Center installer requires Data Execution Prevention to be disabled during
installation. It is recommended that if your Group Policy requires Data Execution Prevention
to be on, that you manually turn them off before installation.
See "Disabling Data Execution Prevention" on page 11.
l If you are installing MiContact Center on a supported non-English language operating system,
you must uninstall the following .NET components before installing our software. Failure to
uninstall these components before installing MiContact Center may impact IVR Routing and
Multimedia Contact Center workflow and subroutine functionality:
l Language Pack for Microsoft .NET Framework 4 Client Profile
l Language Pack for Microsoft .NET Framework 4 Extended
l Close all remote instances of YourSite Explorer before upgrading the Enterprise Server, to
ensure Remote Servers are updated successfully.
l If you will use MiContact Center in conjunction with a remote SQLServer, you must have an
instance of SQL Server 2012 or 2014 Express (or a full version of SQL Server 2012 or 2014)
installed on the Enterprise Server.
l If you install our software on the Enterprise Server on a drive other than the C drive, you must
ensure you have sufficient space on the C drive to allow for file decompression before
installing the software to the final location.
l We recommend you install MiContact Center software on a server that is connected to the
Internet. When you install MiContact Center on an Enterprise Server that is online, the
installer accesses necessary prerequisites via the Internet and downloads and installs those
that you require. If the Enterprise Server will be offline during the MiContact Center
installation, you must download the prerequisites and copy them to the Enterprise Server prior
to installing the MiContact Center software. See "Installing MiContact Center Version 8.1" on
page 15.
l MiContact Center software is packaged inside a self-extracting executable file. When the file
is extracted, it will save to a default location. It is highly recommended that you do not change
the default extraction location.
l During the installation you will be required to log on to the Enterprise Server using an
administrative account. The following recommendations for creating an administrative
account may require you to contact your IT administrator before you begin the installation,
especially in cases where the Enterprise Server will be joined to a domain. If applicable, add
the Enterprise Server to the domain before beginning the installation. Create either a local or
regular domain user account on the same domain as the Enterprise Server. We recommend
using a domain account, which must have local administrator privileges on the server, and we
suggest calling this administrative account CCMSETUP. During installation, the MCCWa
application pool and the MiContact Center Reporter, MiContact Center Configuration
Manager, MiContact Center Synchronization, and MiContact Center Storage services are set
to run under this account. If you are using Windows Authentication to connect to SQL, the
Authorization Server application pool and MiContact Center SQLWriter service will also run
under this account. All other services run under LOCAL SYSTEM.If you will use email
distribution, ensure the account is an allowed sender from your SMTP server. Ensure the
accounts password is set to never expire. If the password is changed, the installer will need
to be rerun to reconfigure all services.

9
MiContact Center Installation and Administration Guide

Before you install MiContact Center on the server, you must

l Program the telephone systems
See "Programming telephone systems" on page 10.
l Install the required server components
See "Installing Enterprise Server components " on page 10.

Programming telephone systems

Refer to the Golden Rules when configuring your telephone system. See the relevant KB article at
http://micc.mitel.com/kb/TroubleshooterGuide50560.aspx.
NOTE: The SX-200, Axxess, and 5000 media servers are not supported with Version 7.x and
Version 8.x, except as historical media servers. When upgrading to Version 7.x and 8.x, SX-200
media servers, along with their associated extensions, agents, agent groups, queues, trunks, and
trunk groups, are set to historical. Axxess and 5000 media servers must be marked as historical
before upgrading to Version 7.x and 8.x to retain historical data.

Installing Enterprise Server components

The Enterprise Server has a number of components that must be installed before MiContact Center
can be installed.
NOTE: Prior to Version 7.0, users had to manually enable IIS and MSMQ before the installation. In
Version 7.0 and greater, the installer automatically enables IIS and MSMQ on the Enterprise Server.
Before you install the server software you must
1. Verify the hard drive is formatted and ensure partitioning leaves sufficient space for required
applications.
2. Verify the Windows operating system is installed.
When installing Windows Server, ensure the name you assign to the computer does not
exceed the 15 character NetBIOS limitation.
When you install MiContact Center software on your Windows server, it becomes the
Enterprise Server.
3. Install a network card and verify it works.
4. Install TCP/IP networking and verify it is enabled.
We recommend you use a static IP address.

10
 Enterprise Server installation

5. Install Microsoft Excel (Optional).

Microsoft Excel 2010 or greater is required to both view reports and automatically distribute
reports for printing. If you intend to use the Enterprise Server as both a server and a client, you
require Excel 2010, 2013, or 2016 on the server. Optionally, Microsoft Excel Viewer may be
installed as an alternative to Microsoft Excel to view reports, but it cannot be used to
automatically distribute reports for printing.
NOTE:
l Protected View is a Microsoft Office security feature that can impact the ability to view
Excel reports in CCMWeb. If you use Excel on the server to view reports, configure the
following Excel options:
l Ensure the following Protected View options are not enabled:
l Enable Protected View for files originating from the Internet
l Enable Protected View for files located in potentially unsafe locations
l Enable Protected View for Outlook attachments
l Enable Data Execution Prevention mode
l Ensure that the following Trusted Location option is selected:
l Allow Trusted Locations on my network (not recommended)
6. Run Windows Update and install the most recent service pack.
7. Disable Data Execution Prevention.
Data Execution Prevention must be disabled during installation. It is recommended that if your
Group Policy has Data Execution Prevention enabled, you manually disable Data Execution
Prevention before installation.
See "Disabling Data Execution Prevention" on page 11.
8. Install SQL Server 2012 or 2014 Express Edition.
See "Installing SQL Server" on page 12.

Disabling Data Execution Prevention

To disable Data Execution Prevention on Windows Server 2008 R2 or 2012
1. In Windows, open the command prompt window.
2. After the command prompt, type bcdedit.exe /set {current} nx AlwaysOff and press Enter.
3. Restart the computer.

Verifying the status of Data Execution Prevention

To verify the status of Data Execution Prevention on Windows Server 2008 R2 or 2012
1. In Windows, open the command prompt window.
2. After the command prompt, type wmic OS Get DataExecutionPrevention_SupportPolicy
and press Enter.
The command prompt will return a number that maps to the status of Data Execution
Prevention, as defined by Table 1.

11
MiContact Center Installation and Administration Guide

Table 1: Data Execution Prevention status

0 AlwaysOff DEP is disabled for all processes.

1 AlwaysOn DEP is enabled for all processes.

DEP is enabled only for Windows system components and services that
2 OptIn
have DEP applied.

DEP is enabled for all processes. Administrators can manually create a list
3 OptOut
of specific applications that do not have DEP applied.

Installing SQL Server

Before you install MiContact Center, you must install SQL Server 2012 or 2014 Express Edition.
Your SQLServer version must includeTools.
Before installing SQL Server, you must configure the appropriate default collation settings. See the
following Mitel Knowledge Base article for details:
http://micc.mitel.com/kb/KnowledgebaseArticle52321.aspx.
NOTE:
l You must disable SQLReplication on the SQL Server.
l Ensure you use the SQL Server edition that will support your required data storage needs.
SQL Server 2012 Express and SQL Server 2014 Express can store up to 10 GB of data per
database. If you require more than 10 GB of data per database, you must purchase a licensed
copy of SQL Server. For data storage examples and SQL Server guidelines, see the
MiContact Center and Business Reporter System Engineering Guide.
You can download SQL Server Express Editions free from Microsoft:http://www.microsoft.com/en-
ca/download/default.aspx.

Adding SQL Server security roles to the administrative account

In order to properly create and configure databases, the administrative account being used to install
MiContact Center must have the dbcreator role on the SQL server.
If you have installed SQL Server 2012 or 2014, you must also verify that the NT
AUTHORITY\SYSTEM server role also has these permissions. For more information, see the
following KB article: http://micc.mitel.com/kb/KnowledgebaseArticle52210.aspx.
NOTE: If you do not want the administrative account being used to install MiContact Center to be
configured with those SQL permissions, there are two alternatives:
l Add the local system account as dbcreator.
l Set the following services, application pools, and local databases to run under the identity
account:
l Services:
l MiContact Center Media Router
l MiContact Center Mass Transit Runtime
l Application Pool:
l CCMWa

12
 Enterprise Server installation

l Local databases:
l CCMRouting
l CCMRuntimeServices
l Ccmwa

SQL Server best practices

If you are installing SQL Server 2012 or SQLServer 2014, ensure you follow these best practices:
l On the Instance Configuration window, ensure you give the SQL Server instance a unique
name that is not already in use. If you use the Default instance name and receive an error
saying the instance name is already in use, try renaming the SQL Server instance.
l On the Server Configuration window, ensure you provide a local server administrator
account name in the Account Name fields and have the service Startup Type fields set to
Automatic.
l On the Database Engine Configuration window, on the Account Provisioning tab, ensure
you specify a local server administrator in the Specify SQL Server administrators pane. If
the current user has local administrator privileges on the server, click Add Current User.

MiCONTACT CENTER PRODUCT REGISTRATION

When you install MiContact Center software, you have the option of implementing a demo with
temporary license files in order to activate the software. You must register the software with Mitel
within seven days of installing a demo or you will no longer be able to log on to the system. After you
register the software, Mitel will send you permanent license files.
NOTE: Licensing packages and components were significantly modified in Version 8.0. When you
upgrade from a pre-Version 8.0, you will be migrated to the new licensing model.

Registering your Version 8.1 software

You can submit your registration information to Mitel either by phone or email. Please note that Mitel
processes registration information during regular business hours (Monday to Friday from 8:30 A.M.
to 6:00 P.M. ET) only.When registering your software, have your five-digit site key ready.
To register, customers can contact their approved vendor. Certified channel technicians can contact
Mitel Technical Support. The turnaround time is immediate.
To register by email, contact miccrenewal@mitel.com.
After you register, Mitel will email your license extract including your license options and product
key. To activate your license, see "Migrating, activating, or updating Version 8.1 license files" on
page 14.

13
MiContact Center Installation and Administration Guide

Migrating, activating, or updating Version 8.1 license files

If an active Internet connection is available and you can access the license server, you must
activate or update your license online. If you are upgrading your MiContact Center server from a
previous major release, the license migration will be done automatically.
If you do not have access to the Internet or if you cannot access our license server, you can migrate,
activate, or update your license offline. To migrate the license to Version 8.0+, activate and sign an
offline license (CCMv5.dlsc). If you have any licensing questions, please choose the appropriate
contact option. (See "If you need help" on page 5.)
NOTE: To ensure you are able to activate your license files online, any firewalls and proxies must be
configured to allow traffic over port 80 to IP address 72.1.218.40.
If you have a valid license key you can update your license files and activate your software online
using the MiCC Setup wizard.
To update the license files online
1. In Windows, open the Mitel program folder and launch MiCCSetup.
2. Click Update License.
3. Read the license agreement and click the check box to agree with its contents.
To continue with the update, you must accept the license agreement.
4. Click Next.
5. Enter your license key and click Next.
Your license has been updated. If you expect any features or services to be enabled as a
result of this license change, run the MiCC Setup wizard and choose the Repair Enterprise
Server option.
6. Click Finish.
Your software is now activated and licensed.
If you are unable to access the licensing server, you can update your license files offline. You must
have a valid license key and current license file to do so. See "Registering your Version 8.1
software" on page 13 for options.
To update the license files offline
1. In Windows, open the Mitel program folder and launch MiCCSetup.
2. Click Update License.
3. Read the license agreement and click the check box to agree with its contents.
4. Enter your license key and click Next.
5. If you have a registered license file, skip to step 10. Otherwise, go to step 6.
6. If you do not have a registered license file, click Create license package for registration.
7. Select the directory where the license files will be saved and click OK.
8. Email the license files to Mitel to obtain a product key.
Email miccrenewal@mitel.com (North American customers) or your approved Mitel vendor
(for customers residing outside of North America).

14
 Enterprise Server installation

9. After receiving the product key from Mitel, relaunch the MiCC Setup wizard and follow the
steps to proceed to step 10.
10. Click Apply registered license file.
11. Select the directory where the license files are located and click OK.
A message displays advising that your software is now registered and licensed.
If, after completing the activation process, you need to change your license key, you can do
so by running the MiCCSetup wizard and, when prompted, click the Change key check box.

INSTALLING MiCONTACT CENTER VERSION 8.1

NOTE:
l You must close all of the Windows programs and ensure antivirus software is disabled before
you install MiContact Center software.
l We recommend you ignore Windows update prompts to reboot your system during the
MiContact Center installation. These updates will be automatically handled by the installer.
l If you are installing MiContact Center in a Federal Information Processing Standards (FIPS)
environment, the Enterprise Server requires a configuration change be made to the Windows
.NET Framework files on the Enterprise server following installation. For more information,
refer to the following Knowledge Base Article:
http://micc.mitel.com/kb/KnowledgebaseArticle52179.aspx
We recommend you install MiContact Center software on a server that is connected to the Internet.
When you install MiContact Center on an Enterprise Server that is online, the installer accesses
necessary prerequisites via the Internet and downloads and installs those that you require. If the
Enterprise Server will be offline during the MiContact Center installation, you must download the
prerequisites and copy them to the Enterprise Server prior to installing the MiContact Center
software.
To install the MiContact Center prerequisites (offline installation)
1. On a PC that is connected to the Internet, download the installer for 7zip and place on either a
USB key or network share.
7zip is available from http://www.7-zip.org/download.html.
2. Ensure all the Windows programs are closed.
3. Using a web browser, browse to http://www.mitel.com.
4. Click Login.
5. Type your Mitel Online Username and Password and click Login.
6. Click Mitel Online.
7. Under Support click Software Downloads.
8. To download
l MiContact Center software, click MiContact Center=>MiContact Center Software
Download Current Release 8.1.
9. Click the link of the version of 8.1 you want to download.
Occasionally, due to browser incompatibility, the link will not respond. If this happens, right-
click the link and select Open in new tab.
We recommend you review the release notes by clicking the Release Notes for
MiContactCenter link on the download page that displays next.

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MiContact Center Installation and Administration Guide

10. Follow the instructions to download the software, either using Software Download Manager or
HTTP, onto your USB key or network share.
11. Return to Mitel Online and navigate, following the same path as above, to the Optional
Release Components section of the download page.
12. Click the link for Offline Installer Package and follow the download instructions to install the
package on to either your USB key or network share.
You are now ready to transfer the downloaded software (7zip installer, MiContact Center
software installer, and the Offline Prerequisites Package) onto your Enterprise Server, via
your USB key or network share.
13. Log on to the Enterprise Server with a Windows administrator account.
The account must have full administrative privileges.
14. Copy the previously downloaded files to the Enterprise Servers hard drive.
We do not recommend installing MiContact Center from a removable drive or network share.
15. Install 7zip.
16. Run the executable file and browse to select the location to which the install files will be
extracted.
By default, this is <installation drive>:\MiCC_80.
17. Do not choose to Deploy the Enterprise Server when the MiCC Setup Installer Workflow
page displays.
18. Extract the contents of the Offline Installer Package to <installation drive>:\MiCC_
80\PFInstaller\PreReqs\.
19. If prompted, copy and replace any existing files.
20. Complete the MiContact Center installation by following the instructions described in the
following section, under To install and set up MiContact Center on the Enterprise Server.
To download MiContact Center software (online installation)
1. Log on to the Enterprise Server with a Windows administrator account.
The account must have full administrative privileges.
2. Ensure all of the Windows programs are closed.
3. Using a web browser, browse to http://www.mitel.com.
4. Click Login.
5. Type your Mitel Online Username and Password and click Login.
6. Click Mitel Online.
7. Under Support click Software Downloads.
8. To download
l MiContact Center software, click MiContact Center=>MiContact Center Software
Download Current Release 8.1.
9. Click the link of the version of 8.1 you want to download.
Occasionally, due to browser incompatibility, the link will not respond. If this happens, right-
click the link and select 'Open in new tab'.
We recommend you review the release notes by clicking the Release Notes for
MiContactCenter link on the download page that displays next.

16
 Enterprise Server installation

10. To download your software:

l Click I Agree [Download using Software Download Manager (Recommended)] to
download using the Software Download Manager.
l Click I Agree [Download using HTTP] to download using your browser.
NOTE: If you click I Disagree, you will be unable to download the software.
11. If you choose to download using the Software Download Manager, select the destination for
the download and click Save. When the file finishes downloading, click Launch.
12. If you choose to download using HTTP, depending on the options presented in your browser,
select whether to Save or Run the installation file.
l If you saved the file, browse to the downloaded installation file and run it.
The MiContact Center Version 8.1 self-extracting wizard opens.
l If you ran the file, the MiContact Center Version 8.1 self-extracting wizard opens when
the file finishes downloading.
13. Click Browse to select the location to which the install files will be extracted.
We recommend you do not alter the default path to which the files are extracted.
After downloading the software, the MiCCSetup wizard guides you through the installation process.
To install and set up MiContact Center on the Enterprise Server
1. When the MiCC Setup Installer Workflow page displays, click Deploy Enterprise Server.
The Product Announcements page displays.
2. We strongly recommend you read the notices on the Product Announcements page as they
pertain to the software version you are about to install.
3. Click Next.
The Installation Paths page displays.
4. Select the I want to customize what features are enabled on this deployment check box
to choose the features you want to install on the Enterprise Server.
NOTE:If you select this check box, the Enable Features page will display after the Licensing
and Registration page has been processed and completed.
5. If you want to install the Enterprise Server software in a location other than the default, click
Browse and select the alternate destination.
6. Select the I want to specify shared folders for logs and data check box to designate
where you want to store log files, data directory files, backup files, persisted report files, and
search storage files.
NOTE: The storage path can be either local drive or a network drive (UNC path). The Local
administrator account set during installation must have read/write permission to that path.
7. If you want to choose alternate destinations for logs and data files, click Browse, otherwise
click Next to accept the default locations.
The License and Registration page displays.
8. Read the license agreement and click the check box to agree with its contents.
To continue with the installation, you must accept the license agreement.
9. Enter your license key or choose to register later.
If you choose to register later, you will be granted a temporary seven-day demo license. See
"Registering your Version 8.1 software" on page 13.

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MiContact Center Installation and Administration Guide

10. Click Next.

If, on the Installations Path page, you selected the option to customize which features are
enabled on the Enterprise Server during the installation, the Enable Features page displays.
11. Toggle the switches to On or Off to select the features you want to install on the Enterprise
Server.
NOTE:
l Select Site Based Security if you are a HostedService Provider who wants to deploy
a multi-instance Enterprise Server
l See the MiContact Center Site-Based Security (Multi-tenant) Administration Guide for
multi-tenant installation and configuration details.
l Optionally, you can select Site Based Security to deploy multiple sites with multiple
MiVoice Business instances that will not communicate with each other.
l Selectable options depend on your licensing.
12. Click Next.
The pre-requisite software is now installed. You may receive warnings if pre-installation steps
were not completed prior to initiating this installation or if the hardware and software
requirements, as noted in the Mitel MiContact Center and Business Reporter System
Engineering Guide were not met. In some cases, the installation will be aborted and you will
be advised to update your server hardware and software and rerun the installation.
13. Click Next.
The Enterprise Server settings page displays.
14. On the Enterprise Server settings page, specify the following settings:
l After What is the IP address of this server, verify the IPaddress of the Enterprise
Server. If it is not correct, type the correct IP address or DNS name.
l If you use Secure Sockets Layer, select the check box beside I would like to use
SSL.
CAUTION: If you select this check box, ensure the IP address configured is the Fully
Qualified Domain Name (FQDN) used when applying the SSL certificate. For more
information on planning, deploying, and securing communications with MiContact
Center, please refer to the MiContact Center and Business Reporter System
Engineering Guide.
l After What is the desired language for the Enterprise, select the language in which
you want MiContact Center applications to display.
NOTE: MiContact Center applications, such as YourSite Explorer and Contact Center
Client, use the language settings of the operating system in addition to the language
preference set for MiContact Center. Ensure that the language selected matches the
language settings of the operating system.
l After In what country is this server situated, select the country in which your
Enterprise Server is located.
l After In what time zone is this server situated, select the time zone for the area in
which your Enterprise Server is located.
15. Click Next.
The SQL Server page displays.

18
 Enterprise Server installation

16. From the drop-down list, select the SQL Server instance that will be used to store the
MiContact Center databases.
If you are using a remote version of SQL Server, ensure you enter the computer name of the
remote SQL Server.
17. Select the method that SQL Server will use to authenticate user credentials: Windows
Authentication or SQL Authentication (recommended if you are using a remote version of
SQLServer).
18. If you choose Windows Authentication, the Windows credentials of the currently logged in
user will be applied. If you choose SQL Authentication, enter the username and password that
are used to connect to SQL.
19. Click Next.
20. Enter the username and password that will be used to control Windows services.
21. From the drop-down list, select the authentication method that will be used when employees
log in to MiContact Center applications.
NOTE: In Basic Authentication models, the system administrator manages the login accounts
of each employee from YourSite Explorer. Windows Authentication leverages Windows
Active Directory for user logins. You can synchronize with Active Directory post-installation
using Active Directory synchronization within YourSite Explorer. Windows Authentication is
available as an option only if you use Active Directory. Windows Authentication is not an
available option if you implement site based security.
22. Click Next.
The MiContact Center software is installed.
23. Select the Launch the YourSite Explorer now check box if you want YourSite Explorer to
open when the installation is complete.
If you choose this setting, when YourSite Explorer opens, log in with the default administrator
credentials:
l Username: _admin
l Password: _password
We recommend you change the default password after the install process has completed.
See "Changing the default administrator password" on page 20.
24. If you want to review the release notes for this software version, select the I would like to
review the release notes check box.
NOTE: You require Adobe Acrobat Reader on your server to be able to read the release notes.
25. Click Finish.
After you have completed the installation, you can rerun the MiCCSetup wizard at any time to
modify the Enterprise Server installed components and features and to update license files.

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MiContact Center Installation and Administration Guide

Changing the default administrator password

We recommend you change the default password for the administrator account to prevent
unauthorized users from gaining access.
The default user name and password are
l Username: _admin
l Password: _password
l Security Role: Enterprise Administrator
NOTE: The default user name and password apply to installations using Basic Authentication, and
not those using Windows Authentication.
For more information on security roles, see "Configuring security settings" on page 135.
To change the password
1. In a supported browser, type http://[the Enterprise Server IP address]/CCMWeb/.
2. If prompted, type your username and password and click Login.
3. Hover over My options and select My password.
4. After Old password, type _password.
5. After New password, type the new password.
6. After Confirm new password, type the new password again.
7. Click Save.

Modifying Enterprise Server installed components and features

The MiCC Setup wizard can be rerun at any time to modify the components and feature choices you
selected during the installation of MiContact Center.
CAUTION: If the MiCC Setup wizard has already been run successfully, re-running it will undo the
Enterprise Server configuration settings you previously specified. You must complete the MiCC
Setup wizard each time you run it or the Enterprise Server will not function properly.
To modify Enterprise Server installed components and features
1. In Windows, open the Mitel program folder and launch MiCC Setup.
2. Click Repair Enterprise Server.
3. Follow the steps as described in "Installing MiContact Center Version 8.1" on page 15,
ignoring the download instructions and modifying components and features as needed during
the installation process.

Uninstalling Enterprise Server software

To uninstall Enterprise Server software
1. In Windows, open the Mitel program folder and launch MiCC Setup.
2. Click Uninstall Enterprise Server.
3. When the warning displays, if you want to continue, click Yes to uninstall the product.
4. Select the check box beside I want to remove MiContact Center data.

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 Verifying the installation was successful

You are given options to remove various MiContact Center data files. You may choose to
retain any or all of these file types in order to reduce configuration time for your next
deployment.
5. Click Next.
The MiCCSetup wizard uninstalls Enterprise Server applications.
6. Click Finish.

VERIFYING THE INSTALLATION WAS SUCCESSFUL

As a best practice, we recommend all new installations run synchronization to ensure the telephone
systems in your enterprise are synchronized with the YourSite database and that there are no critical
telephone system programming errors. See "Performing Synchronization" on page 66.
Complete the following steps to verify the installation was successful.
1. Start YourSite Explorer.
2. Verify that your Enterprise Server IP address and IP port numbers are correct.
3. Validate the Golden Rules.
4. Verify ACD/Agent Shift and SMDR data is streaming.
NOTE: You must add at least one media server and configure the Enterprise Server to
communicate with the telephone system before you can verify data collection in the Data links
window.
5. Verify that client computers can communicate with the Enterprise Server.
See "Verifying client computer communication with the Enterprise Server" on page 25.

VERIFYING THAT YOUR ENTERPRISE SERVER IP ADDRESS

AND IP PORT NUMBERS ARE CORRECT
Before you use MiContact Center, you must verify that your Enterprise Server IP address and port
numbers are correct in YourSite=>Enterprise.
Do not change any of the default port numbers unless instructed to do so by Mitel technical support.
l The default real-time port number is 5024.
l The default Auditor port number is 5025.
l The default MiTAI proxy server port is 5026.

VALIDATING THE GOLDEN RULES

Validate the Golden Rules for your telephone system by opening each media server in YourSite
Explorer and reading any alerts that display. The alerts advise you if you have configured the
telephone system incorrectly.
For more information, refer to the following Mitel Knowledge Base article:
http://micc.mitel.com/kb/TroubleshooterGuide50560.aspx.

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MiContact Center Installation and Administration Guide

VERIFYING THAT ACD AND SMDR DATA ARE STREAMING

Ensure your telephone system is connected to the Enterprise Server as follows
l 3300 ICP = LAN connection (TCP/IP socket recommended)
The cable specifications are as follows
l From telephone system to Enterprise Server: GENERIC RS-232; 9M/9F SERIAL STRAIGHT
THRU
l From dataset to Enterprise Server: GENERIC RS-232; 9F/25M SERIAL STRAIGHT THRU

Verifying media servers are receiving telephone system data

The Data Link window displays the following information:
l SMDR/ACD
SMDR/ACD displays SMDR/ACD records as they arrive from the telephone system.
l Records today
Records today displays the total number of SMDR/ACD records received by MiContact
Center Data Collection Service for the day that were valid SMDR or ACD records.
l Last received
Last received displays the date and time MiContact Center Data Collection Service received
the SMDR/ACD record last sent.
The Data Link window has the following options:
l Clear records
The Clear records button clears the records displayed on the Data Link window.
l Reset SMDR link/Reset ACD link
The Reset SMDR link/Reset ACD link button resets the SMDR/ACD data link from the
telephone system to MiContact Center Data Collection Service when SMDR data
stream/ACD data stream shows no data is streaming. If you attempt to reset the link and data
does not start streaming, check your cabling connections from the telephone system to
TCP/IP sockets.
To verify a media server is receiving telephone system data
l In YourSite Explorer, select a 3300 ICP media server and click the Data Link button in the
Tools tab of the ribbon to access the Data Link window.
To reset the data links
l If no data is streaming in the SMDR or ACDpanes, click the Reset SMDR/ACDlink button.
For an example of the Data Link user interface, see Figure 1.

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 Verifying the installation was successful

Figure 1: Data Link window

TROUBLESHOOTING DATA COLLECTION ISSUES

There are several possible reasons why data does not stream. The following solutions address the
most common streaming problems.

SMDR data is not streaming

SMDR data records are generated at the end of calls. If SMDR data is not flowing through the
TCP/IP sockets, then the telephone system is not producing data records, your Class of Service
and/or SMDR Options Assignment forms are not configured correctly, you are unable to connect, or
no data is being sent from the TCP/IP sockets.

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MiContact Center Installation and Administration Guide

If SMDR data is not streaming

1. On the Data link window of the telephone system media server, click Reset SMDR Link to
restore the connection.
2. Wait 60 seconds.
3. If you have an Ethernet connection, verify it is up and running.
4. If SMDR data is still not flowing, on the Enterprise Server, verify the SMDR Options and
Class of Service Options Assignment forms are configured correctly on the telephone
system.
Refer to the Golden Rules documentation located in the Mitel Knowledge Base at:
http://micc.mitel.com/kb/TroubleshooterGuide50560.aspx.
5. If SMDR data is still not flowing, on the Enterprise Server, use a telnet client session to verify
data is flowing through the TCP/IP sockets.
6. Restart MiContact Center Data Collection Service.
7. If SMDR data is still not flowing, customers can contact their approved vendor. Certified
channel technicians can contact Mitel Technical Support.

ACD data is not streaming

ACD data records are generated with each agent event and with periodic refresh events produced by
the telephone system. If ACD data is not flowing through the TCP/IP sockets, then the telephone
system is not producing data records, you are unable to connect, or no data is being sent from the
TCP/IP sockets.
If ACD data is not streaming
1. On the Data link window of the telephone system media server, click Reset ACD Link to
restore the connection.
2. Wait 60 seconds.
3. If you have an Ethernet connection, verify it is up and running.
4. If ACD data is still not flowing, on the Enterprise Server, use a telnet client session to verify
data is flowing through the TCP/IP sockets.
5. Restart MiContact Center Data Collection Service.
6. If ACD data is still not flowing, customers can contact their approved vendor. Certified
channel technicians can contact Mitel Technical Support.

Viewing the data collection TCP/IP ports

You can use your preferred telnet client to verify if data is flowing from the TCP/IP sockets.

Starting MiContact Center Data Collection Service

You may have to start MiContact Center Data Collection Service after you view the TCP/IP sockets
with a telnet client.
To start MiContact Center Data Collection Service
1. On the Enterprise Server, in Windows, navigate to Services.
2. Right-click MiContact Center Data Collection and click Stop.
3. Right-click MiContact Center Data Collection and click Start.

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 Enterprise Server upgrades

VERIFYING CLIENT COMPUTER COMMUNICATION WITH

THE ENTERPRISE SERVER
As a best practice, we recommend you verify that your client computers can communicate with the
Enterprise Server. Ideally all three methods should be used to verify that the network is configured
correctly, however, if you do not have a qualified DNS name, skip that step. When configuring the
Enterprise Server, we recommend you verify access with the
l IP address: for example, 10.1.1.4
l Computer name: for example, MITELCCM
l DNS name: for example, widgets.com
To verify client computer communication with the Enterprise Server
1. On a client computer, open the command prompt window.
2. Type ping <IP address> and click Enter.
If you get a reply from the IP address, the client computer can communicate with the
Enterprise Server.
3. Type ping <Computer name> and click Enter.
If you get a reply from the computer name, the client computer can communicate with the
Enterprise Server.
4. Type ping <DNS name> and click Enter.
If you get a reply from the DNS name, the client computer can communicate with the
Enterprise Server.

ENTERPRISE SERVER UPGRADES

When you upgrade MiContact Center to Version 8.1, you run the MiCC Setup wizard to upgrade the
Enterprise Server. Client computers and Remote Servers automatically update through the
MiContact Center Updater Service when the Enterprise Server is upgraded.

BEFORE UPGRADING TO MiCONTACT CENTER VERSION 8.1

The upgrade procedures for MiContact Center Version 8.1 are described below.
When upgrading to Version 8.1, you may choose to stage your deployment and provision a second
Enterprise Server with MiContact Center Version 8.1, move clients over in stages, and retain a
server that is running the previous release until you are confident that Version 8.1 is providing the
stability you require. Ensure client software has been updated to the appropriate version. We do not
support an older version of a client connecting to a newer release on a server. Certain reports and
real-time data may not line up in a co-existence scenario.
If your existing deployment includes Multimedia Contact Center, consult the Mitel Multimedia
Contact Center Installation and Deployment Guide for additional considerations for upgrades.
Before upgrading, read the following notes as well as reviewing the notes under "Before running the
server installation" on page 8.
CAUTION: Deleting the hidden .msi install files will result in the failure of upgrades to later versions
of MiContact Center.

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MiContact Center Installation and Administration Guide

NOTE:
l If you have MiContact Center clients that are connected from a remote site, you can program
these clients to update from a Remote Server rather than the Enterprise Server. This will
reduce traffic across the network. Remote Servers will be prompted with an update by the
MiContact Center Updater following the upgrade of the Enterprise Server. The MiContact
Center Updater will download the files located in CCM\Websites\CCMWeb\Applications on
the Enterprise Server and place them in a virtual directory on the Remote Server with the
same name (CCMWeb\Applications). Clients will then update using these files from the
Remote Server.
l Repackaging the Client Component Pack with the MiContact Center Redistributable
Repackager uses a large amount of processor and memory as the files are zipped into the
package. While this will not destabilize the server and interrupt contact center operations, on
systems with limited performance overhead it may cause slow performance in Remote
Desktop Sessions and for applications being run directly on the server. We recommend you
avoid performing additional tasks on the MiContact Center Enterprise Server until repackaging
has completed.
l We strongly recommend you close Computer Management Console before upgrading,
otherwise some files may not update correctly.
l To view Lifecycle report data from before the upgrade, it is recommended that you re-
summarize the data.
l Microsoft CRM 2007 is not supported with MiContact Center Version 8.0+. If your IVR
Routing workflows contain Execute activities that point to CRM 2007, the preinstall checker
will stop the upgrade. Microsoft CRM 2011 and 2013 are supported for use with MiContact
Center Version 8.0+.
l If you are installing MiContact Center on a supported non-English language operating system,
you must uninstall the following .NET components:
l Language Pack for Microsoft .NET Framework 4 Client Profile
l Language Pack for Microsoft .NET Framework 4 Extended
Failure to uninstall these components before installing MiContact Center may impact IVR
Routing and Multimedia Contact Center workflow and subroutine functionality.
l If you configured chat request forms in Version 7.0, your customizations will not be retained
after upgrading to Version 8.0+. For information on customizing the chat request forms, see
the Multimedia Contact Center Installation and Deployment Guide.
To upgrade to Version 8.1
1. Verify hardware and software requirements
See "Hardware and software requirements" on page 4.
2. Back up the YourSite database and phone data
See "Backing up the YourSite database and phone data" on page 27.
3. Turn off automatic updates to client computers and remote servers
See "Turning off automatic updates to client computers and remote servers" on page 27.

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 Enterprise Server upgrades

4. Upgrade MiContact Center

See "Upgrading to MiContact Center Version 8.1" on page 28.
5. Restore telephone system and configuration data
This step is only required if you are performing a side by side migration.
See "Restoring telephone system and configuration data" on page 29.
6. Turn on automatic updates to client computers and remote servers
See "Turning on automatic updates to client computers and remote servers" on page 29.

Backing up the YourSite database and phone data

Backing up Enterprise Server configuration and telephone system data offers protection in case
there are unexpected issues while upgrading from one version of MiContact Center to the next. The
Enterprise Server configuration backup includes configuration items such as employees, agents,
agent groups, queues, and security roles. This backup can be used to restore the configuration on
the same MiContact Center version or on an upgraded version.
NOTE:
l You must be licensed as a System Administrator to back up telephone system and
configuration data.
l As a security measure, if backed up data is restored on an Enterprise Server with a different
IP address than the Enterprise Server it was backed up on, all mail server incoming and
outgoing usernames and passwords will be blank in YourSite Explorer. Ensure that any
relevant mail server information is recorded for manual re-entry in YourSite Explorer.
To back up theYourSite database
1. Start Contact Center Client.
2. Click Tools=>Management.
3. Click Configuration.
4. Click Back up/Restore configuration data.
5. Select Back up and click Next.
6. Click Save and select a location to save the file.
NOTE: A .zip file is created. Inside the .zip file is an XML file that contains the entire
configuration.
7. Click Finish.
To back up raw telephone system data files
1. On the Enterprise Server, right-click Start=>Explore.
2. Copy the <drive>:\program files (x86)\Mitel\MiContact Center\DataDirectory folder to the
desktop, a network share, or, optionally, store it on a CD.

Turning off automatic updates to client computers and remote servers

By default, remote servers and client computers are configured to automatically apply upgrades from
the Enterprise Server. This can be turned off to allow for the upgrade to be completed and verified as
successful before the new version is taken and applied by client computers and remote servers. We
recommend when upgrading between versions of the software that you turn off the automatic
update.

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MiContact Center Installation and Administration Guide

To turn off automatic update

1. Open YourSite Explorer.
2. Click Enterprise.
3. In the Enterprise tab, clear Auto update client applications.
4. Click Save.

UPGRADING TO MiCONTACT CENTER VERSION 8.1

The following versions can be upgraded to Version 8.1:
l Version 6.0.3.0
l Version 7.0.x
l Version 7.1.x
l Version 8.0
If you do not have one of the supported versions, you must install a supported version before
upgrading to Version 8.1.
NOTE: If your existing deployment includes Multimedia Contact Center, consult the Multimedia
Contact Center Installation and Deployment Guide for additional considerations for upgrades.
To upgrade to MiContact Center Version 8.1
1. Ensure all Windows programs and Mitel applications are closed.
2. Run the MiContact Center installation on the Enterprise Server.
See "Installing MiContact Center Version 8.1" on page 15.
When installing MiContact Center on the Enterprise Server, you log on to the Enterprise
Server with a Windows administrator account. Ensure this account has full administrative
privileges.
After you install MiContact Center on the Enterprise Server, the MiContact Center Updater
Service updates all applications and services for client computers and Remote Servers. The
length of time it takes for all client computers and Remote Servers to update varies depending
on the number of machines being upgraded. The MiContact Center Updater uses a throttling
mechanism to streamline the process and avoid Enterprise Server congestion. The number of
concurrent download connections is set to a default of 10 but is configurable. See the
following Mitel Knowledge Base article:
http://micc.mitel.com/kb/KnowledgebaseArticle52363.aspx for details.
3. When the MiCC Setup wizard opens, follow the steps to configure your system.
4. Navigate to the downloads (Mitel OnLine=>Support=>Software Downloads) and install the
latest fix pack.
5. Perform full synchronization in YourSite Explorer.
See "Performing Synchronization" on page 66 .
6. If you want to restore your configuration from a backup file, see "Restoring telephone system
and configuration data" on page 29.

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 Enterprise Server upgrades

Restoring telephone system and configuration data

After installing Version 8.1 on the designated Enterprise Server, add the data from your old server by
restoring the previously backed-up data from the old server to the new server.
NOTE:
l Remote restores are not supported.
l As a security measure, if backed up data is restored on an Enterprise Server with a different
IP address than the Enterprise Server it was backed up on, all mail server incoming and
outgoing usernames and passwords will be blank in YourSite Explorer. Administrators must
manually re-enter mail server incoming and outgoing usernames and passwords.
To restore telephone system and configuration data
1. In Contact Center Client, click Tools=>Management.
2. In Management Console, click Configuration=> Back up/Restore configuration data.
3. Select Restore.
4. Under Type, click the radio button beside the relevant restore method.
'Lab Restore' pacifies aspects of the configuration to avoid interfering with a live environment.
'Live Restore' assumes a live environment and restores exactly as is. If you click on the 'Lab
Restore' or 'LiveRestore' text, you will be directed to a Knowledge Base article with further
details.
5. To restore a file saved to another location, select from this file=>Browse, open the backup
file, and click Next.
6. To restore a file from the server backup directory, select from the server backup directory,
select a file, and click Next.
7. When prompted to restart Contact Center Client, click Yes.
8. Optionally, you can synchronize the Enterprise Servers IP address and computer name after
restoring data. Do so by selecting the appropriate check box and entering the Enterprise
Servers IP address in the field provided.
After restoring a backup, check the IP addresses configured in YourSite Explorer and the computer
names associated to all media servers to ensure the local media servers are set to the local server
name and remote collectors are also set correctly.

Turning on automatic updates to client computers and remote servers

After upgrading and verifying the success of the upgrade, ensure that you enable the automatic
update option once more to ensure that client computers and remove servers are running the current
version of the upgrade.
NOTE:
l By default the MiContact Center Updater Service checks the Enterprise Server every 10
minutes to see if any updates are available and, if so, downloads and applies the updates to
client computers and remote servers.
l The remote server and client computers will not update any applications that are currently in
use. You must shut down all MiContact Center applications on client computers and remote
servers in order for upgrades to occur.

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MiContact Center Installation and Administration Guide

To turn on automatic updates

1. Open YourSite Explorer.
2. Click Enterprise.
3. In the Enterprise tab, select Auto update client applications.
4. Click Save.

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Chapter 3
CONFIGURATION

YourSite Explorer
Setting up your Enterprise
Configuring the YourSite database
Configuring business hour schedules
Monitoring and alarming subsystem
Configuring security settings
Interactive Visual Queue
Configuring Workforce Scheduling
Configuring Work Timer
Configuring Contact Center Screen Pop
Configuring Lifecycle reports
Configuring Workforce Management
integration
Setting up MiVoice Border Gateway on
the Mitel Application Server
Configuring Microsoft Dynamics
CRMConnector
Converting MiCC Office data
Configuring WallBoarder
MiContact Center Installation and Administration Guide

CONFIGURATION
The following section focuses on configuration for voice contact centers. For detailed information on
configuring Multimedia Contact Center devices, see the Multimedia Contact Center Installation and
Deployment Guide.
You configure MiContact Center in the following order:
1. In YourSite Explorer, under Enterprise, set up your Enterprise structure by specifying
Enterprise settings, adding sites, and adding mail servers and media servers to the sites.
See "Configuring enterprise settings" on page 39, "Adding sites" on page 42, "Adding mail
servers" on page 43, and "Adding media servers" on page 45.
2. In YourSite Explorer, under Devices, configure the YourSite database to mirror the information
on your telephone system. Add devices in the following order:
l Add employees. Configure their general settings and licensing attributes and select the
media types they will handle. When you select a media type, an agent of that media
type is automatically created and associated to the employee.
l Add agent groups and associate employees to those groups.
l Add queues and associate agent groups to those queues.
l Add all other devices for which you intend to run reports or use in your contact center,
for example, employee groups, Account Codes, Make Busy Reason Codes, etc.
See "Configuring the YourSite database" on page 60.
3. In YourSite Explorer, under Enterprise, create schedules that specify the business hours of
your operation that will be used for media servers, queues, alarms, WallBoarder sign plans,
and Interactive Contact CenterQueue control.
See "Configuring business hour schedules" on page 129.
4. In YourSite Explorer, underEnterprise, specify alarm settings.
See "Monitoring and alarming subsystem" on page 132.
5. In YourSite Explorer, under Enterprise, restrict user access to specific devices and MiContact
Center application areas.
See "Configuring security settings" on page 135.

YOURSITE EXPLORER
YourSite database configuration takes place in YourSite Explorer.
YourSite Explorer streamlines configuration by providing a single interface for all device
configuration in your contact center. You can multi-select devices and change their attributes in one
step, view group membership in the same window as the selected device, and view multiple device
windows simultaneously and tab between them.

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 YourSite Explorer

NOTE:
l Only one set of pending configuration changes can be saved at any time. If another user
saves changes to the same element of YourSite Explorer that you are updating, you receive
an error message when attempting to save your changes. In these instances you must refresh
YourSite Explorer after the other users changes have been saved. You may then re-enter and
save your changes. We recommend you save your configuration changes frequently, in order
to avoid losing work.
l YourSite Explorer enables you to have multiple device tabs open simultaneously. However,
as a best practice, we recommend you only have the device tabs open that you are currently
using.
l We recommend you avoid modifying large data sets from within YourSite Explorer as
performance levels will be negatively affected. As a best practice, all large dataset
modifications should be made on the telephone switch directly and synchronized back to
MiContact Center. If you prefer to perform modifications inside YourSite Explorer, we
recommend you partition the changes into smaller chunks of data.

STARTING YOURSITE EXPLORER

NOTE: Launching client-side desktop applications from the task bar causes them to bypass the
MiContact Center Updater Service process. To ensure successful updates from the Enterprise
Server, after an upgrade close all client-side applications for 15 minutes or reopen them from the
Start menu/Start screen.
To start YourSite Explorer
1. Open YourSite Explorer.
2. If prompted, type your Username and Password and verify the Enterprise Server IP
address.
3. If you use Secure Socket Layer, select SSL.
4. Optionally, select Remember my credentials.
5. Click Login.

YOURSITE EXPLORER START PAGE

The YourSite Explorer Start Page is a startup resource that provides links to both information
resources for getting started as well as system information for MiContact Center. By default, if
enabled, the Start Page opens automatically with each new session of YourSite Explorer.
The Start Page has two tabs: Getting Started and System Information.
l Getting Startedprovides configuration overviews for MiContact Center and includes the
following tabs:
l Welcomedetails the contents of both the Getting Started tab and the System
Information tab
l MiContact Centeroverview of MiContact Center configuration
l Call Accountingoverview of Business Reporter and Call Accounting configuration

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MiContact Center Installation and Administration Guide

l Workforce Schedulingoverview of Workforce Scheduling configuration for

employees and schedules
NOTE: You must be licensed for Workforce Scheduling to view this tab.
l IVR Routingoverview of IVR Routing configuration
NOTE: You must be licensed for IVR Routing to view this tab.
l System Informationprovides documentation as well as system and license information
and includes the following tabs:
l Documentationprovides links to MiContact Center and Business Reporter
documentation
l Aboutprovides system information, custom reports, and contact information for Mitel
l Alarmsprovides information on currently active MiContact Center alarms, with links
to corresponding Mitel Knowledge Base articles

Configuring the YourSite Explorer Start Page

You can configure the Start Page to open automatically when you start YourSite Explorer. You can
also configure whether or not the Start Page automatically loads in the View tab of YourSite
Explorer.
To prevent the Start Page from opening automatically
1. Start YourSite Explorer.
2. On the Start Page, clear the Show page on startup check box.
To configure whether the Start Page opens in the View tab
1. Click YourSite=>View.
2. To load the Start Page automatically on startup, select the Show start page check box.

SEARCHING
When you perform searches in YourSite Explorer, you can filter on specific criteria to narrow the
search. YourSite Explorer searches on criteria you type into the Search box. The search result will
consist of all instances of the search item. For example, if you ran a search for ma, your search
result could contain: mail, email, and manager.
After you perform an initial search, you can type additional criteria in the box to narrow the search. If
no words or numbers match your search request, the resultant list will be blank.
YourSite Explorer can search several variables for devices. For example, for the following devices,
the following variables can be searched
l Employees, employee groupsfirst and last name
l Extensions, extension groupsreporting number
l Trunks, trunk groups, DNIS, DNIS groups, Account Codes, divisionsname and reporting
number
l Phone numbers, phone number groupssearch on information found in all columns except
Created by, Created date, Last modified by, or Last modified.
To search for a specific word or number
l Select a device, and, in the Search box, type the word or number.

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 YourSite Explorer

PAGING
Paging enables you to specify the number of items to be included per page. You can reduce the page
size to increase the application speed. By default, the page size allows for 100 items. When
changing the page size, you must close and re-open the device window.
To change the number of items viewed per page
1. In YourSite Explorer, click YourSite.
2. On the ribbon, click the View tab.
3. After Page size, select the number of items to be viewed per page.
4. Click Save.

FILTERING
The filtering bar enables you to access records alphabetically and numerically.
To filter records alphabetically
l On the filter bar, click the letter with which the record begins.
To filter numerically
l On the filter bar, click # to view records that start with numbers 0 through 9.
To reset filtering
l On the filter bar, click All to view all records.
You can filter and then search within the filtered records. For example, click F to filter for all records
that start with the letter F. Then type th to search within that list for any record with th.

CUSTOMIZING THE USER INTERFACE

You can customize the user interface by minimizing aspects of it, changing the order of the columns,
changing column options, and adjusting the page size. This customization is referred to as a profile.
Your profile is associated with the username you use to access YourSite Explorer. Each time you
close YourSite Explorer, your profile is automatically saved. When you reopen YourSite Explorer
using the same username, the user interface displays your profile.

MINIMIZING ASPECTS OF THE USER INTERFACE

To add space to the user interface so you can view additional rows of data, you can minimize the
l Filter bar
The filter bar is the bar on which the alphabet is displayed.
l Page bar
The page bar is located above the filter bar. The page number is displayed on the left side of
the page bar.
l Ribbon
The ribbon is located at the top of the user interface. The ribbon includes Home, View, and
Configuration tabs, and enables you to add devices and change the view (horizontal or
vertical). Ribbon attributes change depending on the area you are viewing.

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MiContact Center Installation and Administration Guide

To hide the filter bar

1. On the ribbon, click the View tab.
2. Clear the Show filter bar check box.
To hide the page bar
1. On the ribbon, click the View tab.
2. Clear the Show paging bar check box.

CHANGING THE ORDER OF THE COLUMNS

You can reorder columns in either of two ways. You can drag a column heading to a different position
on the table, or you can change column order using Column options. See "Changing column options"
on page 36.
To drag column headings
1. With the device window open, select the column heading to be moved.
2. Drag it to a different position on the table.

CHANGING COLUMN OPTIONS

You can adjust the width and order of columns, and hide or show columns in device windows.
To adjust column width
1. Drag the column to the left or right to adjust its width.
2. Click OK.
To hide a column
1. Right-click a column heading.
The Column options window opens.
2. Select Column options.
3. Select the column heading to be hidden.
4. Click <.
5. Click OK.
To change the order of columns
1. Right-click a column heading.
The Column options window opens.
2. Select Column options.
3. Select the column heading to be moved.
4. Use the arrows to change the order of the column headings.
The top column displays first in the device window.
5. Click OK.

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 YourSite Explorer

DUPLICATING DEVICES IN YOURSITE EXPLORER

Devices in YourSite Explorer can be copied and pasted to create duplicate devices for the
configuration of a resilient contact center. A copied device has the same configuration as the original
and any unique fields must be changed to new values before the copied device can be saved.
Duplicated devices will duplicate the membership of the original, so that a duplicate queue, for
example, would have the same agent group members as the original queue.
NOTE:
l Embedded RAD messages on 3300 media servers may not be copied as they need to be
saved locally on that 3300 media server.
l YourSite Explorer does not support copying and pasting devices using CTRL+C and
CTRL+V.
To duplicate a device in YourSite Explorer
1. Select a device or range of devices.
2. In the ribbon, click the Home tab.
3. Click Copy.
4. Click Paste.
5. For any copied device, put new values into fields that must be unique to a single device.
6. Click Save.
Alternatively, to duplicate a device in YourSite Explorer
1. Right-click on the device and select Copy.
2. Right-click and click Paste.
3. For any copied device, put new values into the fields that must be unique to a device.
4. Click Save.

MAKING MULTIPLE CHANGES

In one action, you can edit common information across multiple devices of the same type.
You can change information that is common across multiple devices only. For example, you cannot
change Name and Reporting number across multiple employees because they are specific to each
device item.

CHANGING THE YOURSITE EXPLORER VIEW

You can select from two window orientations: horizontal or vertical. The horizontal view displays
information in a horizontal layout. The vertical view displays information in a vertical layout.
When you close YourSite Explorer and then restart it, YourSite displays the view and device
windows that were open the last time you used YourSite Explorer.
To select a particular view
1. On the ribbon, click View.
2. Select Horizontal or Vertical.

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POSTING FEEDBACK AND VIEWING OUR FORUMS

Mitel has partnered with UserVoice, a third-party service, to host customer suggestions on
https://micontactcenter.uservoice.com. When you post an idea to our feedback forum, others will be
able to subscribe to it and make comments.
Our forums enable you to send feedback directly to the people building the product. While we cannot
comment on every suggestion, feedback is analyzed and considered for future releases.
NOTE:Please do not use the forums to submit product defects. To submit product defects, please
contact your administrator or dealer.
Feedback can also be submitted directly to Mitel without posting the suggestion on the forums. For
more general feedback, you can also provide a rating of your experience with MiContact Center.
NOTE: Please do not use feedback for requesting customer assistance. For assistance with
MiContact Center, please contact your dealer or Mitel Customer Support.
To post feedback and view our forums
1. Click File=>Feedback.
2. Click Got an idea? Tell us.

OR

Access the following URL: https://micontactcenter.uservoice.com.

To submit feedback directly
1. Click File=>Feedback.
2. Click Contact us.
To rate your Mitel experience
1. Click File=>Feedback.
2. Click Rate us.

SETTING UP YOUR ENTERPRISE

You set up your enterprise structure in YourSite Explorer, under YourSite=>Enterprise. Depending
on your system capabilities, customers might contact you by phone, email, chat, or SMS. You set
up your enterprise to reflect these possibilities and to view statistics and enable reporting on all of
these forms of contact.
Your enterprise structure is made up of the following components:
l Enterprise
The enterprise is all of the sites that comprise your company.
See Figure 2.
l Site
A site is an office location with one or more media servers. It can be the office where the
Enterprise Server is installed or a branch office.

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 Setting up your Enterprise

l Media servers
The media servers are the means by which customers communicate with you.

Figure 2: Enterprise structure

To set up your enterprise structure
1. Specify enterprise settings.
2. Add a site.
3. Add mail servers to the site
4. Add media servers to the site.
After setting up your enterprise structure, you configure devices, business hour schedules, alarm
settings, and security roles.

CONFIGURING ENTERPRISE SETTINGS

The Enterprise Server is the computer on which MiContact Center is installed. When programming
the enterprise, you configure Enterprise Server general settings, global system language settings,
some maintenance services, email settings for alarm notifications, as well as settings for Contact
Center Screen Pop (see "Configuring Contact Center Screen Pop" on page 154) and Multimedia
Contact Center (see the relevant section in the Multimedia Contact Center Installation and
Deployment Guide).

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Configuring the Enterprise Server settings

To configure the Enterprise Server settings
1. Click YourSite=>Enterprise.
2. In the Enterprise tab, type the Name of the Enterprise.
3. Verify the IP address/DNS name of the Enterprise Server. If the IP address is incorrect, after
IP address/DNS name, type the IPaddress of the Enterprise Server.
NOTE: If you want to change the Enterprise IPaddress, use the Contact Center Client
Update Server IPWizard. See "Updating server IP addresses" on page 201.
4. After Real-time port, type the real-time port number.
The default real-time port is 5024.
The real-time port is used to communicate real-time events.
5. After Auditor port, type the Auditor port number.
The default Auditor port is 5025.
The Auditor port is used to run Auditor events.
6. If you want to be notified when your warranty is about to expire, select the Display warranty
warning and expiration message check box.
7. If you do not want client applications to be automatically updated, clear the Auto update
client applications check box.
By default, client applications are updated automatically.
8. After MiTAI proxy server port, type the MiTAI proxy server port number.
The default MiTAI proxy server port is 5026.
9. If you want Lifecycle reports, select the Enable LifeCycle reports check box.
10. If you use Secure Socket Layer, select the This server uses Secure Socket Layer (SSL)
check box.
11. Click Save.

Changing the global system language

Administrators can control the default global language of their system using enterprise settings.
During the installation of MiContact Center, a default global system language is selected. This
default language is applied to the alarming RSS feed and emails sent out by YourSite Explorer.
Administrators can optionally change this default language post-installation, modifying the language
of the alarming RSS feed and emails.
NOTE: MiContact Center applications, such as YourSite Explorer and Contact Center Client, all
leverage the language settings of the operating system in addition to the language preference set for
MiContact Center. Ensure that if you adjust the language settings of MiContact Center, you also
adjust the language settings of the operating system to match.
To change the global system language
1. Click YourSite=>Enterprise.
2. Click the Enterprise tab.
3. After Language, select the global system language from the drop-down menu.
4. Click Save.

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 Setting up your Enterprise

Configuring enterprise maintenance functions

The MiContact Center Maintenance Alarm Dispatcher Service runs nightly, at 2:00 A.M by default.
This service performs the following nightly routines:
l Backs up the YourSite database to the local data directory
l Shrinks and truncates the SQL transaction log
l Purges the ANI database table and retains only 10,000 records or 30 days' worth of ANI data
l Re-summarizes the previous days data into the SQL database
l Zips data files in the data directory
l Deletes old files in the data directory as required (when the disk space is low)
l Purges error message queues populated by the MiContact Center Mass Transit Runtime
Services
You can determine enterprise maintenance settings, including selecting when to run the
maintenance service, by following the steps in the following procedure.
To configure enterprise maintenance functions
1. Click YourSite=>Enterprise.
2. Click the Maintenance tab.
3. After Zip files older than, select the number of days after which you want to zip data files.
4. After Purge reports older than, select the age after which reports will be discarded.
5. After Delete maintenance logs older than, select the age after which maintenance logs will
be discarded.
6. After Delete configuration backup files older than, select the age after which configuration
backup files will be discarded.
7. After Time Maintenance Service runs, select the time the maintenance service summarizes
data.
The maintenance service is set to run at 2:00 A.M. by default. Select a time for the
maintenance manager to run when your contact center is closed or is the least busy.
8. After Purge Life cycle reports older than, select the age after which Life cycle reports will
be discarded.
9. After Purge CDR reports older than, select the age after which CDR reports will be
discarded.
10. Click Save.

Configuring email settings

You configure email settings so you are notified by email about Enterprise Server and real-time
performance issues.
To configure email settings
1. Click YourSite=>Enterprise.
2. Click the Email settings tab.
3. After Mail Server address, click the Browse button.
4. Select a mail server and click OK.

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5. After Email notification interval minutes, select the duration (in minutes) after which you
will be notified when an alarm occurs.
NOTE: Notifications of critical alarms are sent immediately after the issue is detected.
6. After Send Enterprise Server alarms to the following address(es), type the email address
of the employee(s) who will receive the email notification.
Separate multiple email addresses with commas.
7. Click Save.

ADDING SITES
A site is an office location with one or more media servers. It can be the office where the Enterprise
Server is installed or a branch office.
Your site structure determines how you view statistics and reports. When you set up your site
structure, you specify site and media server information. When you add a site, you add the name of
the site and the time zone. By making each site distinct, you can restrict user access to sites. For
more information on restricting user access, see "Configuring security roles" on page 138. The sites
language determines the default language setting for new employees associated to it.
Administrators can limit whether or not the Make Busy and Do Not Disturb reason codes used by
employees are visible in communication tools such as MiCollab and Microsoft Skype for Business.
Administrators can also enable agent greeting and whisper announcement functionality for all agents
in the site. Agents record messages from Ignite (DESKTOP) and assign them to specific queues, so
that they are played on each incoming ACD call. See the MiContact Center User Guide for more
information on agent recorded messages. For information on configuring agent greeting workflows,
see "Configuring the Record Agent Greeting workflow" on page 57 and "Configuring agent workflow
settings" on page 104.
Administrators can also restrict the sites use of Contact Center Clients Chat Integration, which
enables employees to chat with each other in Contact Center Client. Prior to Version 7.0, there was
an option to use Microsoft Skype for Business as the default chat client instead of Contact Center
Chat. In Version 7.0 and greater, YourSite Explorer automatically detects if you have Microsoft
Skype for Business Server and enables it as the default chat client. If your contact center is a mixed
environment where some users have Skype for Business and others do not, you may want to use
Contact Center Chat to ensure all employees can communicate. For information on using Contact
Center Chat in an environment with Skype for Business on some systems, see the following Mitel
Knowledge Base article: http://micc.mitel.com/kb/KnowledgebaseArticle52084.aspx
NOTE:Contact Center Chat requires server to client hostname resolution to properly function.
If you are licensed for IVR Routing, you can configure callback requests on a site-by-site basis. For
more information, see "Configuring callbacks" on page 236.
To add a site
1. Click YourSite=>Site.
2. Click Add.
3. After Site Name, type the name of the site.
4. After Time Zone, select the time zone and closest location from the drop-down list.
5. After Site Language, select the site language from the drop-down list.
6. After Default Server, click the Browse button.

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 Setting up your Enterprise

7. Select a server and click OK.

8. If you want Make Busy and Do Not Disturb reason codes to display in communication tools,
select Display Make Busy and DND Reason Codes in Communication Tools.
9. To enable agent greeting and whisper announcement functionality for the site, check Enable
Agent Greetings.
The system displays an information message advising you to ensure that the appropriate
Class of Service options are configured for agents on the MiVoice Business telephone
system.
NOTE:Ensure that Agent Greeting ports have the Class of Service 'ACD Silent Monitor
allowed' enabled on the MiVoice Business telephone system.
10. To disable Contact Center Client Chat Integration, clear Chat Enabled.
NOTE: If Contact Center Chat is disabled for a particular site all employees associated to that
site will be unable to communicate with each other using Contact Center Client.
11. In multi-tenant deployments, Messaging and Routing is the default IVRLicense Type for
sites, even if the Enterprise is licensed for IVR. The Enterprise Administrator can elevate the
licensing level to IVRfor the site after saving the site form, but cannot afterward downgrade
that site to Messaging and Routing.
For detailed licensing information, see the MiContact Center and Business Reporter System
Engineering Guide.
12. Click Save.

ADDING MAIL SERVERS

To add a mail server
l Click YourSite=>Mail servers=>Add.
After adding the mail server, you must configure SMTP connections to MiContact Center.

Configuring SMTPconnections to MiContact Center

The following configurations take place in YourSite=>Mail servers=>Outgoing.
Configuring an SMTP connection enables MiContact Center to send outgoing mail through a contact
centers email server. The following explains how to configure an SMTP connection between
MiContact Center and email servers. The outgoing settings you configure are applied to any email
your system sends, such as server alarms and reports.
NOTE:The following procedures require information on your business' email server. Consult the
appropriate server documentation to retrieve this information.

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Configuring an SMTP connection requires you to

l Add the mail server to YourSite Explorer
If the mail server has not already been added, see "Adding mail servers" on page 43.
l Specify the server information for outgoing emails
l Specify the email account's 'From' name and address
l Specify the email account's aliases (if any).
l Optionally, request logon credentials to send outgoing mail
l Test the servers' SMTP socket connection to MiContact Center
NOTE:To test the connection, you must have an email address configured for the employee
you are logged in as in the Employee page. This email address receives notification of
whether the test was successful.
To specify the server information for outgoing emails
1. After SMTP Server, type the servers IP address or name.
2. Select the Use SSL check box if the server uses Secure Sockets Layer.
3. After SMTP Port, type the servers SMTP port number.
NOTE: Google Apps for Business port 465 is not supported.
4. After Connection Timeout, type how many seconds the system has to connect to the server
before timing out.
To specify the email accounts From name and address
1. After From Name, type the name that appears on outgoing mail.
For example, XYZ Company Sales.
2. After From Email Address, type the email address that appears on outgoing mail.
For example, xyzsales@example.com.
To specify the email account's aliases.
1. After Aliases, click the Browse button.
NOTE:
l If you are licensed for Multimedia Contact Center, include all queue email addresses
that agents will select as the From address in email responses and outbound emails, if
these queues are not configured as the From Email Address for the mail server.
l If you are licensed for Multimedia Contact Center, failure to include all aliases will
impact the ability of the Transfer activity to route inbound emails to all queues when
using the <<DestinationQueues>> variable.
2. Type the mail servers alias and click Add.
NOTE: An alias can only be associated to a single mail server.
3. If you want to associate additional aliases for the mail server, for each additional alias, type
the alias and click Add.
4. Click Ok
To request logon credentials to send outgoing mail
1. Select the SMTP Authentication Required check box.
2. Enter the Username, Password, and Domain information for the servers email account.
3. Click Save.

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To test the servers SMTP socket connection to MiContact Center

l Click Test Outgoing Mail. If an error message is received, verify that the Outgoing Server,
User, and Logon information is entered accurately. To troubleshoot, the default installation
location for verbose logs is C:\Users\<current
user>\Documents\CCMLogs\YourSiteExplorer.txt.

ADDING MEDIA SERVERS

NOTE: The SX-200, Axxess, and 5000 media servers are not supported with Version 7.x and
Version 8.x, except as historical media servers. When upgrading to Version 7.x and 8.x, SX-200
media servers, along with their associated extensions, agents, agent groups, queues, trunks, and
trunk groups, are set to historical. Axxess and 5000 media servers must be marked as historical
before upgrading to Version 7.x and 8.x to retain historical data.
For information on adding email, chat, and SMS media servers, see the Multimedia Contact Center
Installation and Deployment Guide.
When you first install MiContact Center, a 3300 ICP media server is added to YourSite Explorer by
default. If you do not plan to use this server, we recommend you delete it to avoid receiving
unnecessary alarms or error messages.
To distinguish between the various types of media for management and reporting purposes, you
must make each media server distinct when you set up your site.
In CCMWeb, you can hover over Help and select About Your Mitel Applications to verify the types of
media servers and the number of employees for which you are licensed. You can access the same
information in the System Information tab in the YourSite Explorer Start Page.
MiContact Center works with the following media server types:
3300 IP Communications Platform (ICP)
The 3300 ICP ACD system streams SMDR and ACD real-time data over TCP/IP.
See "Adding 3300 ICP media servers" on page 46.
Multimedia Contact Center Email
The Multimedia Contact Center Email routing engine dynamically allocates emails from customers
to agents. Email servers must support IMAP and maintain a reliable connection to the Enterprise
Server. In addition, we recommend that the mail account from which Multimedia Contact Center
retrieves emails supports aliases.
See the Multimedia Contact Center Installation and Deployment Guide for more information.
Multimedia Contact Center Chat
The Multimedia Contact Center Chat routing engine dynamically allocates live chat sessions over
the Web from customers to agents. The routing engine uses HTTP or HTTPS to communicate
between customer and agent.
See the Multimedia Contact Center Installation and Deployment Guide for more information.

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Multimedia Contact Center SMS

The Multimedia Contact Center SMS routing engine dynamically allocates SMS contacts from
customers to agents. SMS media servers require integration with the SMS gateway service provider
Twilio to provide SMS capabilities to a contact center.
See the Multimedia Contact Center Installation and Deployment Guide for more information.

Adding 3300 ICP media servers

You add the 3300 ICP media server and then configure its location settings, telephone system
settings, data summary options, data collection settings, MiTAI options and, optionally, write-back
functionality and call recording.
As a best practice, we recommend you perform Full Synchronization after adding and configuring a
media server in YourSite Explorer and before configuring telephone system settings for the media
server. If you are adding media servers as part of a new installation, we recommend you perform
synchronization after all media servers have been added. For more information on synchronization,
see "Configuring the YourSite database using synchronization" on page 63.
Prior to Version 7.0, media servers could be one of three types: Enterprise Node, which is a standard
media server, Agent/extension gateways, which did not file queue data to SQL, and Queueing
gateways, which did not file agent or extension data to SQL. As of Version 7.0 and greater, all media
servers are Enterprise Node by default.
When upgrading from Version 7.0, agent and extension gateways and Queueing gateways are
converted into Enterprise Nodes. Agent and Extension gateways will have queues created for them.
Converted Queueing gateways will have employees, agents, and extensions created for them.
To add a 3300 ICP media server
1. In YourSite Explorer, click YourSite=>Media servers.
2. Click Add=>3300 ICP.
3. After Name, type the name of the media server.
NOTE:
l To distinguish between the various types of media for management and reporting
purposes, you must name each media server distinctly when setting up your site.
l The Media server ID field will be populated with a unique number after the media server
has been saved.
4. After Site, select the site where the media server resides.
5. After Computer name, select the computer where the server resides.
6. The field after Telephone System Version is read-only and is automatically populated after
synchronizing with the telephone system. It describes the active software load version on the
telephone system.
7. To be informed of media server alarms, select the Enabled for alarms check box.
NOTE:Selecting this check box will inform you of media server alarms via RSSand email.
For more information, see "Monitoring and alarming subsystem" on page 132.

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8. The SDS Mode check box is automatically selected, if applicable, after synchronizing with
the telephone system.
NOTE: In a network or cluster of elements, the System Data Synchronization (SDS) feature
keeps programming data, such as Interconnect Handling Restrictions, Feature Access
Codes, and Class of Service Options, identical at each element.
9. If you have hot desking agents, select the Uses hot desking agents check box.
NOTE:
l If this is selected, all created agents will be hot desking agents. You cannot mix hot
desking and standard agents.
l Uses hot desking agent is enabled by default. We recommend you configure hot
desking agents for your contact center instead of traditional agents.
10. Select Licensed for Business Reporter if you are applying for a Business Reporter license.
NOTE: This check box is selected by default when you add a 3300 ICP media server and
have remaining Business Reporter media server licenses. If you are licensed for MiContact
Center and Business Reporter, you must select 'Licensed for Business Reporter' to have
access to Business Reporter. If you are not licensed for a product, you will not be able to
select the check box for that product.
11. If you want to designate the media server for historical reporting use only, click Make
historical.
Making a media server historical terminates all active licenses for devices associated with
that media server. Historical data is retained on the media server but no new data is collected.
12. After IP address /DNS name, specify the IP/DNS address of the media server.
13. After Username, type the username used to connect to the telephone system.
14. After Password, type the password used to connect to the telephone system.
15. After Confirm password, type the password used to connect to the telephone system.
16. Click the Test Connection button to test the connection between the media server and the
Enterprise Server.
This connection is required to ensure Synchronization functionality.
17. Click Save.
18. Configure the location settings.
See "Configuring location settings" on page 47.

Configuring location settings

To configure location settings for a media server
1. Click YourSite=>Media servers.
2. Select a 3300 ICP media server and click the Location tab.
3. After Country, click the Browse button and select the country where the media server is
located.
4. Click OK.
5. After Area, click the Browse button and select the appropriate area code for the media
server's location.
6. Click OK.
7. After Minimum digits to dial locally, specify the minimum number of digits required for a
local external call.
NOTE:Digits less than the minimum are treated as internal calls.

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8. After Maximum digits to dial locally, specify the maximum number of digits required for a
local external call.
NOTE:Digits exceeding the maximum are treated as long distance external calls.
9. After Outbound dialing prefix, specify the number dialed to access an outside line.
10. Configure the data summary options for the 3300 ICP.
See "Configuring data summary options" on page 48.

Configuring data summary options

Contact centers operating over midnight should have This enterprise operates 24 hours a day
selected for the media server. This option provides more accurate reporting over midnight and
determines when and how agent shifts are opened and closed after midnight.
If this option is selected, the system automatically closes and re-opens agent shifts at midnight. All
agents remain logged into the system. Agent shift reporting is uninterrupted over this period.
If this option is not selected, the system closes agent shifts after the last agent event before
midnight. The system re-opens agent shifts after the first agent events after midnight. All agents
remain logged into the system. Agent shift reporting is not extended between the time agent shifts
close and the time they re-open.
To configure data summary options for a media server
1. Click YourSite=>Media servers.
2. Select a 3300 ICP media server and click the Data summary options tab.
3. To generate Trace reporting, select the Inbound/Outbound/Make Busy Trace reporting
check box.
4. If your business operates over midnight, select This enterprise operates 24 hours a day.
NOTE: If you do not select this option, but have agents logged in to MiContact Center
applications overnight, you may experience difficulties with shift-related statistics, such as
agent shift monitor and Make Busy Reason codes. For example, if agents are logged in to
Contact Center Client overnight with a Make Busy Reason code, when you change the Make
Busy Reason code the following day, Contact Center Client will display 'Unknown Make
Busy code'. This can be remedied by logging out of the application and logging back in.
5. To track outbound calls that were not answered, select the Credit unanswered outbound
calls check box.
6. If you want to display when calls ring at agents extensions, select the Monitor Agent
Ringing state check box.
7. After Digits dialed prefix, type the digits that must precede a telephone number to make an
outbound call.
8. After Digits dialed postfix, type the digits that must follow a telephone number to make an
outbound call.
9. After Maximum MiTAI monitors, specify the maximum number of MiTAI monitors.
10. Under Agent state timeout audit, after Clear line if agent Hold Time exceeds, specify the
number of minutes or hours you are in a hold state before the telephone system clears the line.
11. After Clear line if agent primary Talk Time exceeds, select the number of minutes or hours
an agent can be in a single state on the primary line (ACD line) before the system clears that
line.

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12. After Clear line if agent secondary Talk Time exceeds, specify the number of minutes or
hours an agent can be in a single state on the secondary line (non-ACD) before the system
clears that line.
13. After Change the agent state from Ringing to Idle after, specify the number of minutes or
hours after which you want the agent state to change from Ringing to Idle.
14. If you do not want to report on the secondary line (non-ACD and outbound calls), select the
Ignore agent secondary line activity check box.
15. Select the Reset MKB/DND time in realtime after call ends check box to enable the
MKB/DND time to reset in real time when the call concludes.
16. Under ACD Options, to store ACD redundant events, select the File all ACD stream
redundant events check box.
17. If you do not consider ACD real-time sequence errors as record errors, select the Ignore ACD
real-time sequence errors as record errors check box.
18. Configure Data collection settings.
See "Configuring data collection settings" on page 49.

Configuring data collection settings

CAUTION: Selecting the TCP, Enterprise Manager (OPS Manager), or Simulation tabs will change
the media servers data collection mode. Ensure that you select the tab for the appropriate data
collection mode. Be aware that Simulation mode halts data collection and is used for demonstration
purposes only. We do not recommend you run media servers in simulation mode. However, if you
want to simulate media server real-time data collection and reporting, see the following Mitel
Knowledge Base article: http://micc.mitel.com/kb/KnowledgebaseArticle51207.aspx
To configure data collection settings for amedia server
1. Click the Data collection tab.
2. If you do not use Enterprise Manager (OPS Manager), click TCP. Otherwise, skip to step 8.
3. After SMDR, type the SMDR port number of the media server.
4. If you will be entering ACDinformation, select the ACD check box and type the ACDport
number of the media server.
5. If you use Traffic Analysis, select the Traffic Analysis check box and type 1754 in the text
field. This is the recommended Traffic Analysis port number.
6. After Data Alarm Timeout Minutes, select the duration of the time lapse in minutes from
when the data stops streaming to when you want the alarm to display.
NOTE: In a resilient environment, SMDRand ACD data timeout alarms may trigger
unnecessarily. To prevent this, set Data Alarm Timeout Minutes to zero.
7. After Notify me during these business hours, click the Search button, select a schedule
that reflects the hours of operation for the media server, and click OK.
8. If you use EnterpriseManager (OPS Manager), click Enterprise Manager (OPS Manager).
9. After IP address/DNS name, type either the IP address or the DNIS name of the
EnterpriseManager (OPS Manager) computer.
10. After FTP port, type the FTP port number.
11. After FTP user name, type the FTP user name to gain access to Enterprise Manager (OPS
Manager).

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12. After FTP password, type the FTP password to gain access to Enterprise Manager (OPS
Manager).
13. After Remote directory to data files, type the directory path where the data from the
telephone system is stored by Enterprise Manager (OPS Manager).
14. Configure the media server's MiTAI options.
See "Configuring MiTAI options" on page 50.

Configuring MiTAI options

To configure MiTAI options for a media server
1. Click the MiTAI Options tab.
2. After Maximum messages per second, select the number of messages per second from the
drop-down list.
The default number of messages is 10 per second. The higher the version of MiTAI, the
greater the number of messages per second.
3. After MiTAI auto-synchronization will occur at, select the time from the list that you want
Automatic Synchronization to run.
4. After Specify the port used for the MiTAI data stream, type the port number used for the
MiTAI data stream.
5. To enable write-back functionality, see "Enabling write-back functionality" on page 50.

Enabling write-back functionality

For changes that you make to the configuration settings in YourSite Explorer to be written back to
the telephone switch, you must enable the read/write option in YourSite Explorer.
To enable write-back functionality
1. In YourSite Explorer, click YourSite=>Media servers.
2. Select the media server for which you want to enable read/write functionality.
3. On the ribbon, click the Telephone System tab.
4. In the Settings section, select Read/Write.
5. Configure the telephone system settings for the media server.
See "Configuring telephone system settings " on page 50.

Configuring telephone system settings

To configure telephone system settings
1. Click the Telephone system settings tab.
2. Click System options.
3. After Feature access code for silent monitoring, type the feature access code used for
silent monitoring, as programmed on the 3300 ICP telephone system. Both silent monitoring
and agent greeting require a value for this field.
NOTE: The feature access code for silent monitoring must be unique and up to four digits in
length. Do not use * and # alone to define feature access codes.
4. If applicable, after Replacement Access Code, enter the replacement access code
programmed on the telephone system.

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5. If applicable, after Registration Access Code, enter the registration access code
programmed on the telephone system.
6. After ACD Make Last Agent Unavailable on No Answer, select Yes by default.
7. After ACDReal-Time Events Feature Level, set the value to 1.
8. After ACDMake Busy Walk Away Codes, select Yes by default.
9. Click SMDRoptions.
10. If applicable, correct the SMDROptions settings.
For the SMDROptions settings list, see Table 2.
11. Click Class of Service and select a Class of Service number.
The properties for the selected Class of Service are shown in the right-hand pane.
12. After Default type, enter the Class of Service type.
13. After Comment, enter a description for the Class of Service.
14. Select Yes for the following Class of Service options:
l HCI/CTI/TAPI call control allowed
Selecting Yes enables the softphone extensions and IVR Routing ports to be controlled
by the host computer.
l HCI/CTI/TAPI monitor allowed
Selecting Yes enables an HCI monitor to be initiated against softphone extensions and
IVR Routing ports.
l SMDRexternal
Selecting Yes enables trunking SMDR.
l SMDRinternal
Selecting Yes enables SMDR internal records to be generated.
15. After Call forward delay, enter the amount of time to wait before forwarding a call.
16. After Call forward no answer timer, enter the amount of time to wait for a forwarded call to
be answered.
17. Select Yes or No for the following additional Class of Service options:
NOTE: You will receive a warning in YSE if you choose a Class of Service option that is not
recommended.
l Message waiting
This option permits a phone to enable and disable message waiting notification on
another phone.
l Message waiting audible tone notification
This option enables message waiting notifications to take the form of a tone every time
the phone goes off-hook.
l Do not Disturb
This option enables users to change their Do not Disturb status and prevents the phone
from ringing on incoming calls.
l Do not Disturb permanent
This option sets the phone permanently in Do not Disturb.
l Public network access via DPNSS
This option enables devices to originate calls to directory numbers on the PSTN.
Selecting 'No' disables network access.

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l Suppress simulated CCM after ISDN progress

This option prevents the PBX from sending an answer message to a party calling on an
ISDN trunk, preventing systems using MiTAI or HCI to play ringback or call processing
tones when the call is answered.
NOTE: Enable this option on end nodes only. Do not enable this option on transit
nodes.
l Recorded announcement device
This option enables RAD ports to play recorded messages for one-way, outgoing audio.
l Accept hot desk login
This option enables a hot desk login on a device.
l Voice mail port
This option enables the voice mail system to uniquely identify the party that is receiving
a message.
l External hotdesk user answer confirmation
This option forces an external hotdesk user to press a DTMF key to answer incoming
calls.
18. After Answer Plus Message Length Timer, specify an amount of time to apply to MiVoice
Business RAD messages. The time specified should equal the time it takes for the RAD
message to play.
19. After Answer Plus Expected Off-hook Timer, specify the amount of time the RAD can be
off-hook and not playing messages before it requires servicing and is removed.
20. After Work Timer, specify the amount of time agents can be in a Class of Service Work
Timer state. For information on Work Timer, see "Configuring Work Timer" on page 152.
NOTE:
l This timer applies to ACD extensions only
l Class of Service Work Timer maximum duration is 4 hours.
21. Click Class of Restriction.
22. Select a Class of Restriction.
The properties for the selected Class of Restriction are shown in the right-hand pane.
23. After Do you want this Class of Restriction to be the default setting?, select Yes or No.
24. After Classes of Restriction for the group, enter the Class of Restriction numbers to
include in the group.
You may specify a range of numbers. Separate numbers using dashes or commas. For
example, 1 through 9 may be entered as 1-9, or a combination of individual numbers and
ranges may be entered as 1,2,3,7-10,13.
NOTE: Class of Restriction numbers must be entered in ascending order within each group.
25. Click Cluster Setting.
26. If this media server is part of a Mitel cluster, under Cluster setting, select the This media
server is part of aMitel cluster check box.
27. If this media server is part of a Mitel cluster, after Cluster ID, type the cluster ID.
The cluster ID can be found on the telephone system.
28. If this media server is part of a Mitel cluster, after Cluster name, select the cluster name.

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29. If this media server is part of a Mitel cluster, afterCluster IDDigits, type the digits used to
identify the cluster.
NOTE: After synchronization, cluster settings will automatically align with the telephone
system settings and these fields will auto-populate.
30. Click Save.
31. If you want to enable call recording, see "Call recording" on page 55.

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Table 2: SMDROption Settings

SMDROPTION VALUE

Extended digit length Yes

MCD - Report transfers All

Network format Yes

Report Account Codes Yes

Report incoming calls Yes

Report internal calls Yes

Report meter pulses No

Report outgoing calls Yes

SMDR record transfer Yes

System identification Yes

Time change report Yes

24-hour time reporting Yes

ANI/DNIS/ISDN/CLASS number delivery

Yes
reporting

OLI node ID format for incoming trunk calls

Extended time to answer Yes

Standardized network OLI Yes

Standardized call ID format Yes

Suite services reporting No

Report internal unanswered calls No

SMDR extended reporting level 1 Yes

SMDR extended reporting level 2 Yes

Report attendant name Yes

Account Code number for internal calls Yes

Path reporting number for internal ACD2 calls Yes

SMDR Meter Unit Per Station No

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Call recording
MiContact Center offers 24/7 call recording by integrating with MiVoice Call Recording,
dvsAnalytics Encore, or Red Box Quantify call recording software. For enhanced call security,
MiContact Center also integrates with the Mitel Secure Recording Connector service to facilitate the
recording of Mitel encrypted voice streams by third party software. MiVoice Call Recording can
optionally be used in conjunction with the Mitel Secure Recording Connector service. dvsAnalytics
Encore and Red Box Quantify must be used in conjunction with the Mitel Secure Recording
Connector service. For information, see "Configuring the Mitel Secure Recording Connector service"
on page 55.
For specific information regarding supported third-party versions, see the relevant support
statements in the MiContact Center and Business Reporter System Engineering Guide.

Configuring the Mitel Secure Recording Connector service

MiContact Center integrates with MiVoice Border Gateways Secure Recording Connector service,
which facilitates the recording of Mitel encrypted voice streams by third-party call recording
equipment. In order to use Contact Center Softphone in conjunction with the Mitel Secure Recording
Connector service, you must complete the configuration process described below.
NOTE:
l Before you can configure call recording in YourSite Explorer, you must configure the Secure
Recording Connector service in MiVoice Border Gateway. See the MiVoice Border Gateway
documentation for configuration information.
l If multiple MiVoice Border Gateways are used in a clustered environment to take advantage of
load balancing and the soft phone is connected to the primary Secure Recording Connector
when that connector goes offline, the soft phone will re-connect as determined by the cluster.
New soft phones will attempt to connect to the first MiVoice Border Gateway configured in
YourSite Explorer, then try the second MiVoice Border Gateway configured in YourSite
Explorer and as a final attempt, try registering with the media server itself. If it registers with
the media server, call recording will not be possible.
l For soft phone balancing in a Secure Recording Connector service environment to function
properly, you must alter a configuration file on the MiVoice Border Gateway server. If you do
not, you will have to restart Contact Center Client and the soft phone in the event of a failover.
For instructions on how to make alterations, customers can contact their approved vendor.
Certified channel technicians can contact Mitel Technical Support.
To configure the Secure Recording Connector service
1. In YourSite Explorer, under Enterprise, click Media servers.
2. Select a 3300 ICP media server from the list.
3. Click the Call recording options tab.
4. Under Mitel Secure Recording, after IP address 1, type the primary IP address of the
Secure Recording Connector.

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5. If you use multiple Secure Recording Connectors, type the IP address of the secondary
Secure Recording Connectors after IP address 2.
If the soft phone fails to connect to the primary Secure Recording Connector, it will attempt to
connect to the secondary. If that fails, then soft phone will use the IP address of the media
server programmed in the data collection field. If it uses the IP address of the media server,
call recording will not be possible.
6. Click Save.

Configuring call recording integration

MiContact Center offers 24/7 call recording by integrating with MiVoice Call Recording,
dvsAnalytics Encore, or Red Box Quantify call recording software.
Using the MiVoice Call Recording, MiContact Center can optionally record calls based on pre-
defined schedules. With MiVoice Call Recording, call recording can be temporarily started or
stopped in Contact Center Client to ensure customer confidentiality or to create a record of volatile or
sensitive calls.
Indirect recording is not supported with Contact Center Client Softphone.
When a call recording is complete, a hyperlink to the recording is appended to call-specific Lifecycle
reports. For more information about Lifecycle reporting, see the Reports Guide appropriate to your
MiContact Center licensing level.
NOTE:
l MiVoice Call Recording, dvsAnalytics Encore, and RedBox Quantify call recording integration
is supported for use with the Mitel 3300 ICP only.
l Before you can configure call recording in YourSite Explorer, you must configure your MiVoice
Call Recording, dvsAnalytics Encore, or RedBox Quantify by following the recommended
installation and configuration guidelines included with these products.
Contact your dvsAnalytics or RedBox approved vendor for all setup and troubleshooting
issues.
l The dvsAnalytics Encore integration does not support External Hot Desking Agents.
l Contact dvsAnalytics or RedBox for information on integrating call recording with the Mitel
Secure Recording Connector.
l Ensure call recordings are working properly for all configured extensions before activating the
call recording integration in YourSite Explorer.
l If you use the Mitel Secure Recording Connector and Contact Center Softphone, you must
enter the IP addresses of the Mitel Secure Recording Connector in YourSite Explorer.
To configure MiVoice Call Recording Connector
1. In YourSite Explorer, under Enterprise, click Media servers.
2. Select a media server from the list.
3. Click the Call recording options tab.
4. Under Call recording provider options
l After Recorder type, select MiVoice Call Recording from the drop-down list.
l After MiVoice Call Recording server address, type the IP address of the call
recorder.
l After MiVoice Call Recording server port, specify the port of the call recorder.

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l After Username, type the username to log into the call recorder.
l After Password, type the password to log into the call recorder.
l After Trace Web Services URL, if applicable to your deployment, enter the relevant
URL for use with the latest Tracer API.
5. Click Save.
Call recordings are enabled and can be accessed from hyperlinks in call-specific Lifecycle
reports.
To configure dvsAnalytics Encore
1. In YourSite Explorer, under Enterprise, click Media servers.
2. Select a media server from the list.
3. Click the Call recording options tab.
4. Under Call recording provider options
l After Recorder type, select dvs Encore from the drop-down list.
l After Encore Web API address, type http://<Encore Server IP
address>/WebAPI/ECAPI.svc
5. Click Save.
Call recordings are enabled and can be accessed from hyperlinks in call-specific Lifecycle
reports.
To configure Red Box Quantify
1. In YourSite Explorer, under Enterprise, click Media servers.
2. Select a media server from the list.
3. Click the Call recording options tab.
l After Recorder type, select Red Box Recorder.
l After Recorder IP Address, type the IP address of the call recorder.
l After Username, type the username of the call recorder
l After Password, type the password of the call recorder.
l After Trace Web Services URL, type the Trace Web Services URL.
4. Click Save.
Call recordings are enabled and can be accessed from hyperlinks in call-specific Lifecycle
reports.

Configuring the Record Agent Greeting workflow

Agent Greeting allows agents to record messages that play automatically to callers when an
incoming ACD call is answered. Agents can record multiple greeting messages and assign them to
different queues, or use the same greeting message on all queues.
Agent Greeting messages are recorded and saved using an outbound workflow in the Record Agent
Greeting tab on the voice media server.

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NOTE:
l By default, this workflow requires no additional configuration, but administrators can add
additional activities to the workflow. For more information on this workflow, see "Default
Record Agent Greeting Workflow" on page 58.
l Agent greeting must be enabled at the site level for the Record Agent Workflow to be active.
For more information, see "Adding sites" on page 42.
To access the Record Agent Greeting workflow
1. Select YourSite=>Media servers.
2. Click the Record Agent Greeting tab.

Default Record Agent Greeting Workflow

NOTE: Agent greetings are available in Ignite (DESKTOP)only.
The Record Agent Greeting workflow manages the recording and saving of agent greeting
messages. When an agent clicks the 'Record' button in Ignite, the workflow is triggered and the
system places a call to the agent's extension and plays an interactive voice menu for message
recording. When the message is successfully recorded, the system saves the message and makes
it available to the agent to assign to a queue.
This workflow appears on the media server configuration page, and is only activated if agent greeting
is enabled on the site to which the media server belongs. For more information on enabling agent
greeting, see "Adding sites" on page 42.
For a complete view of the workflows activity and operations, expand the entire workflow and all
annotations.
To expand the workflow
l Click the Expand All button.
To expand all annotations
l Right-click the workflow and select Annotations=>Show all.
Description
The first step in this workflow is a Make Call activity. The Make Call activity checks the value of the
<<Agent DN>> variable (that is, the dialable number associated with the agent who clicks the
'Record' button in Ignite), and routes a call to that DN.
The next step depends on the result when the Make Call activity calls the destination:
l If the call to the destination times out, the call routes through the No Answer branch
l If the destination is busy, the call routes through the Destination Busy branch
l If the destination does not match an existing phone number, the call routes through the Invalid
Destination branch
l If the Make Call activity encounters a failure and does not make the call, the call routes
through the Failure branch
l If the destination answers, the call routes through the Success branch

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The Success branch contains a Record activity. The Record activity allows the agent to record a
.wav file. For detailed information on configuring the Record activity, see "Configuring the Record
activity" on page 314.
The Record activity contains three branches:
l Save branch
l Discard branch
l Review branch
The Discard and Review branches are standard Record activity branches.
The Record activitys Save branch contains a Save Agent Greeting activity that saves the recording
to the Enterprise Server, and a Play activity that informs callers that the recording has been saved.
The final activity in the workflow is the Hang up activity, which ends the call.

MANAGING HISTORICAL MEDIA SERVERS

Media servers that are no longer in active use can be set as historical to retain data on the media
servers associated devices. Historical data is retained on the media server but no new data is
collected. When a media server is set to historical, it terminates all active licenses for devices
associated with that media server. These historical devices are preserved for historical reporting.
NOTE: The SX-200, Axxess, and 5000 media servers are not supported with Version 7.x and
Version 8.x, except as historical media servers. When upgrading to Version 7.x and 8.x, SX-200
media servers, along with their associated extensions, agents, agent groups, queues, trunks, and
trunk groups, are set to historical. Axxess and 5000 media servers must be marked as historical
before upgrading to Version 7.x and 8.x to retain historical data.
Associated devices affected by setting a media server to historical include
l Agents
l Agent groups
l Queues
l Extensions
l Hunt groups
A historical media server is enabled for
l Historical reporting for associated devices
l Forecasting
l ACD and SMDR Inspector functionality
Once made historical, a media server cannot be returned to active service. A historical media server
cannot be edited and can only be deleted.
To set a media server as historical
1. Under Enterprise, click Media Servers.
2. Select a media server
3. In the General tab, click Make Historical.
4. Click OK.

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To delete a historical media server

1. Under Enterprise, click Media Servers.
2. Select a historical media server.
3. Click Delete.

DELETING MEDIA SERVERS

CAUTION: If you delete a media server, you will delete all of the devices associated to the media
server.
To delete a media server
1. In YourSite Explorer, click Media servers.
2. Select the media server you want to delete.
3. Click Delete.
A window opens with the message 'All of the data associated with this media server will be
permanently deleted. Are you sure you want to delete this media server?'
4. Click OK.

CONFIGURING THE YOURSITE DATABASE

NOTE: YourSite Explorer enables you to have multiple device tabs open simultaneously. As a best
practice, we recommend you only have the device tabs open that you are currently using.
In an ACD contact center using MiContact Center there are two main databases: the telephone
system database and the YourSite database. Your dealer is responsible for assessing your contact
center requirements and configuring the telephone system database accordingly. You are
responsible for configuring the YourSite database to mirror the trunk, extension, agent, agent group,
queue, Account Code numbers, and routing and timing options in use on the telephone system. This
can be achieved quickly using synchronization for the 3300 ICP. See "Performing Synchronization"
on page 66.
Employees and employee groups can be synchronized with users in Active Directory through
ActiveDirectory synchronization. For more information, see "Running Active Directory
synchronization" on page 72
In the YourSite database, you create associations between devices and device groups in order to
view real-time data and run reports.
NOTE: Mitel refers to agent groups as agent skill groups on 3300ICP assignment forms for versions
7 UR2 and greater.The MiContact Center software refers to agent skill groups as agent groups.

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To configure the YourSite database, you

1. Add employees.
2. Add agent groups.
3. Associate employees with agent groups.
4. Add queues.
5. Associate the agent groups with the queues for which they answer calls.
6. Add all other devices for which you intend to run reports, for example, employee groups,
Account Codes, Make Busy Reason Codes, etc.

DETERMINING WHICH DEVICES TO CONFIGURE

Before you program devices and device groups in the YourSite database you must consider your
needs.
l Reporting
Will you need to report on all of the devices and device groups, or only on agents, agent
groups, queues, and queue groups? You must configure the devices and device groups you
will use for reporting in the YourSite database.
l Real time
Contact Center Client displays statistics on agents and agent groups, queues and queue
groups, and employees and employee groups. You configure the individual devices and then
associate them with their related groups in YourSite Explorer to enable them to be viewed in
real time in Contact Center Client.
If an employee's licensing is set to 'None' the 'Disable real-time monitoring and data collection
on this device' check box in YourSite Explorer for their associated agents will be automatically
selected and they will not be visible in Contact CenterClient real-time monitors or be reported
on historically.
An agent group must be composed of agents who handle calls for the same media server
type. A group of agents of mixed media types would produce a report comparing voice agents
to email agents to chat agents. The comparison would not be valid. You want to compare
apples to apples (email to email) not apples to oranges (email to chats).
l Email, chat, and SMS
See the Multimedia Contact Center Installation and Deployment Guide for information.

CHOOSING THE EMPLOYEE CONFIGURATION METHOD

There is one recommended configuration scenario for MiContact Center, where employees have a
single voice agent and use agent group presence to control which queues they receive calls from.
Prior to Version 7.0, there was also a scenario for employees having multiple voice agents, with
each voice agent in a different agent group associated to a different queue. This configuration
scenario is no longer recommended. For more information, see "Multiple voice agents for individual
employees configuration scenario (not recommended)" on page 62.

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Recommended configuration scenario

In the recommended configuration scenario, an employee has one agent login ID. The employee
belongs to four agent groups that handle calls for four queues. The employee is simultaneously
available to handle calls to all four queues without having to log out of one queue and into another
queue. (See Figure 3.)

Figure 3: Configuration scenario 1

In the recommended configuration scenario, you add your employees via synchronization,
importation, or manual creation. For each employee, you enable them for voice media, which
automatically creates an agent with the same name, reporting number, and other information as the
employee, so that the employee with Employee ID 1000 has an agent with the reporting number of
1000. In the Agent groups device page, you add the employee to Agent Group 1-4. Employee 1000
would now be able to handle contacts for Agent groups 1, 2, 3, and 4.

Multiple voice agents for individual employees configuration scenario

(not recommended)
In configuration scenario 2, only a few agents are cross trained and most agents belong to only one
agent group. The few agents who are cross trained vigilantly monitor call volumes in all of the queues
for which they have been cross trained. As soon as they notice a busy queue, they log out of their
current queue and in to the busy queue. The advantage of this configuration is that you do not need to
cross train many employees. Note, though, that your calls are not intrinsically evenly distributed.

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YOURSITE DATABASE CONFIGURATION METHODS

You can configure the YourSite database in the following ways:
l Synchronization
If you have a 3300 ICP, you can synchronize the YourSite database with the queues, agents
(including their skill level within each agent group), agent groups, agent skill groups, trunks,
and extensions programmed on the telephone system using Synchronization. You can
perform Synchronization on individual 3300 ICPs or all 3300 ICPs in your enterprise.
See "Configuring the YourSite database using synchronization" on page 63.
l Active Directory synchronization
If you specified the Windows Authentication model during installation, you can synchronize
your system with Active Directory at any time from within YourSite Explorer. When you run
Active Directory synchronization, employees in YourSite Explorer are synchronized with
users in Active Directory groups. If you use Windows Authentication and Active Directory
synchronization, users will not be prompted to authenticate themselves with a username and
password when they start MiContact Center applications.
See "Running Active Directory synchronization" on page 72.
l Quick Setup
If you want to add a range of devices (such as employee groups or Make Busy Reason
Codes, and teams) you can use Quick Setup.
See "Configuring devices and device groups using Quick Setup" on page 73.
l Comma-separated value (.csv) import
You can also add a range of devices (employee, employee groups, employee divisions,
agents, agent groups, queues, queue groups, extensions, extension groups, extension
divisions, trunks, trunk groups, DNIS, DNIS groups, Account Codes, Account Code groups,
Make Busy Reason Codes, and teams) using .csv files.
See "Configuring devices using .csv files " on page 76.
l Manual configuration
See "Configuring devices manually" on page 81.

CONFIGURING THE YOURSITE DATABASE USING

SYNCHRONIZATION
YourSite Explorer enables you to configure and write queues, agent skill groups, and agents
(including skill level), and validate/edit contact center related Class of Service, Class of Restriction,
System Options, and SMDR Options settings using synchronization.
This enhanced functionality enables you to configure MiContact Center applications from your
desktop. Validation of device and assignment form settings ensures quality data collection and
accurate reporting. After running synchronization, Class of Service and Class of Restriction settings
programmed in the telephone system can be edited in YourSite Explorer.
During synchronization, administrators can preview device changes, identify devices that should be
excluded from synchronization, and manage the business rules related to synchronization of device
names and associated device creation.

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While synchronizing data, the telephone system continues to operate without experiencing
downtime. After synchronization is complete, the Contact Center Client applications open on agent
desktops will be refreshed with a device update. After synchronization is complete, all critical
programming, such as SMDR Options, System Option, Class of Service, and Class of Restriction
settings will be validated. We highly recommend that you correct invalid programming, as detailed on
the Telephone system settings tab of media servers in YourSite Explorer, immediately.
Configuring your network using SDS Directory synchronization mode is mandatory for all sites
operating with 20 nodes or less. For more information, see "Classic mode synchronization" on page
64 and "SDS Directory synchronization mode" on page 64.
Classic mode synchronization
Using YourSite Explorer and the 3300 ICP in Classic mode, you can add, edit, and delete standard
agents, agent groups, and queues, as well as ACD related Class of Service (COS), Class of
Restriction (COR), SMDR Options, and System Options. When not in a clustered environment, you
can also continue to add hot desk agents and all synchronization device names. Adding hot desk
agents in a clustered environment requires the use of Mitel OPS Manager.
SDS Directory synchronization mode
Using YourSite Explorer and the 3300 ICP in SDS Directory synchronization mode, you can now
add, edit and delete standard and hot desk agents, agent groups, queues, trunks, trunk groups, and
extensions, synchronize device names, as well as ACD related Class of Service (COS), Class of
Restriction (COR) SMDR options and System Options in both a single site and in a clustered
environment. When operating in SDS Directory synchronization mode, you can configure Network
ACD queue set up on the 3300 ICP without any manual configuration previously required using Mitel
OPS Manager.
NOTE:
l In order to use Synchronization to synchronize the YourSite database with resilient, Network
ACD, and clustered telephone systems, you must enable the SDS Directory synchronization
option on all of the telephone systems in your enterprise.
l If you edit the feature access code used for silent monitoring on the media server, you must
also manually edit the feature access code on the telephone system. The feature access code
entered in YourSite Explorer must be identical to that on the telephone system and be valid for
use with silent monitoring. See "Editing System Options" on page 70.

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Preparing for Synchronization

NOTE: Only Mitel telephones that are programmed on the IP Multiline set assignment form will
synchronize with the YourSite database. For details on the phones that are supported, please refer to
your Mitel 3300 ICP documentation.
Before you perform synchronization
l In order to use Synchronization to synchronize the YourSite database with resilient, Network
ACD, and clustered telephone systems, you must enable the SDS Directory synchronization
option on all of the telephone systems in your enterprise.
l Ensure that you have completed programming the 3300 ICP and created a user name and
password for synchronization (on the 3300 ICP User Authorization Profile form). The 3300
ICP User Authorization Profile must include Application Access and System Admin Access.
Desktop Admin and Group Admin options can be disabled. These steps must be completed
for all 3300 ICPs in your Enterprise.
l Ensure your MiXML service is started by navigating to the Control Panel in Windows and
selecting 'MiXML'. Verify that port 18000 is entered on the Settings tab and click Start.
l If you are synchronizing a single telephone system, agents and queues must be programmed
on the same telephone system. Single node synchronization can disassociate agents and
queues if agents and queues reside on separate telephone systems.
l Ensure that your Windows or Corporate firewall is not blocking the following ports
l SOAP: 18000 (HTTPS)
l UDP: 53
l TCP: 7011
l TCP: 22
l TCP: 443 (SSH)
l If you have multiple NICs on your Enterprise Server, you must specify the NICto use for
synchronizing data to the telephone system. To do this, navigate to the ControlPanel in
Windows and select 'MiXML'. After NICIP Address, specify the primary NIC from the drop-
down menu.
l MiContact Center clusters and cluster element IDs must match what is programmed on the
telephone system.
l If you are running 3300 ICP Release 9.x or earlier and you synchronized your network ACD
assignments and/or resilient agents using OPS Manager, you must synchronize all of the
3300 ICPs in your enterprise.Otherwise, agent group and queue group associations will be
lost.

Specifying synchronization settings

YourSite Explorer enables you to specify the synchronization settings, read options, and write
options used by synchronization. When you select a media server in YourSite Explorer, the following
synchronization options are available from the ribbon, on the Telephone system tab:

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Settings
l Disabled
This option will fully disable synchronization.
l Read
This option will read devices programmed on your telephone systems and synchronize them
with the YourSite database.
l Read/Write
This option will read the devices programmed on your telephone systems and synchronize
them with the YourSite database and enable devices programmed in YourSite Explorer to be
written to the telephone systems.
Read Options
l Create employees with new agent
For every new agent added to the YourSite database, a new employee will be created and
associated with the agent.
l Create employees with new voice extensions
For every new voice extension added to the YourSite database, a new employee will be
created and associated with the agent.
l Use telephone system device names
Override device names programmed in YourSite Explorer with the device names configured
on the telephone system.
l Default employee license
Select the default employee license that you want to be applied when synchronizing new
agents.
l Default queue business hour schedule
Select the business hour schedule to be applied when synchronizing queues added on the
telephone system.
Write Options
l Update telephone directory names
Override telephone directory names with agent, agent group, queue, and extension names
configured in YourSite Explorer.

Performing Synchronization
There are two ways to perform synchronization:
l Full synchronization
Running full synchronization will synchronize the devices programmed on the telephone
system and enable you to review all devices, and, optionally, exclude any devices, before
committing changes to YourSite Explorer.
l Telephone system settings synchronization
Running telephone system settings synchronization will read the current telephone system
settings and enable you to view any errors or warnings related to the telephone system
configuration.

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NOTE:
l In order to use Synchronization to synchronize the YourSite database with resilient, Network
ACD, and clustered telephone systems, you must enable the SDS Directory synchronization
option on all of the telephone systems in your enterprise.
l As a best practice, we recommend all new installations run Full synchronization to ensure the
telephone systems in your enterprise are synchronized with the YourSite database and that
there are no critical telephone system programming errors.
l You must program your 3300 ICPs and perform synchronization before you can configure
telephone system assignment form options in YourSite Explorer.
l We recommend you do not exchange the reporting number of one device with that of another
device.
l Synchronization will not synchronize a device being added to the YourSite database with the
telephone system if the device has the same reporting number as an existing device with a
different dialable number.
l If you are synchronizing a single telephone system, agents and queues must be programmed
on the same telephone system. Single node synchronization can disassociate agents and
queues if agents and queues reside on separate telephone systems.
l If you are running 3300 ICP Release 9.x or earlier and you synchronized your network ACD
assignments and/or resilient agents using OPSManager, you must synchronize all of the
3300 ICPs in your enterprise, Otherwise, agent group and queue group associations will be
lost.
To perform full synchronization
1. In YourSite Explorer, under Enterprise, click Media servers.
2. Select a 3300 ICP media server from the list.
3. Click the Telephone system tab.
4. In the ribbon, specify the settings to use with synchronization.
See "Specifying synchronization settings" on page 65.
5. In the ribbon, click Run.
The Synchronization window opens.
6. Select the media servers to synchronize.
7. Ensure Full synchronization is selected.
8. If this is the first time you have run synchronization, click Synchronize and continue to step
11. If you have already run full synchronization, click Next.
9. Optionally, select the telephone system media servers and devices to include with
synchronization.
All media servers and devices are selected by default.

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10. Specify how you would like to proceed with synchronization:

l Synchronizeselecting this option will synchronize the devices programmed on the
telephone system and enable you to review all entries and optionally exclude any
devices before committing them to YourSite Explorer. If you select this option, continue
to step 11.
l Save settingsselecting this option will save the device settings you specified to be
used for the next scheduled or on-demand synchronization. If you select this option, the
synchronization window will close.
l Cancelselecting this option will cancel the synchronization. No changes will be
made to the YourSite database or the telephone systems. If you select this option, the
synchronization window will close.
l Auto commitselecting this option and clicking Synchronize will synchronize the
devices programmed on the telephone systems and automatically commit them to
YourSite Explorer. There will be no opportunity for you to review the entries and
optionally exclude any devices before committing them to YourSite Explorer.
11. When the synchronization report displays, you have the following three options:
l Commitselecting this option will commit the specified changes and synchronize
telephone system devices with YourSite Explorer.
l Cancelselecting this option will cancel the specified changes. No devices will be
synchronized and the synchronization window will close.
l Editselecting this option will rerun synchronization and enable you to modify the
devices to be included in synchronization. If you select this option, return to step 9.
If this is the first time you have run synchronization, any telephone system errors and
warnings will display in the synchronization report. You can correct any errors or warnings
found in this report by clicking Edit, clicking the Telephone system settings tab and changing
the telephone systems settings to the recommended settings. If this is not the first time you
have run synchronization, the synchronization window will close once it is complete and you
can review any telephone system setting errors and warnings on by selecting a media server
in YourSite Explorer and clicking the Telephone system settings tab.
To perform telephone system synchronization
1. In YourSite Explorer, under Enterprise, click Media servers.
2. Select a 3300 ICP media server from the list.
3. Click the Telephone system tab.
4. In the ribbon, specify the settings to use with synchronization.
See "Specifying synchronization settings" on page 65
5. In the ribbon, click Run.
The Synchronization window opens.

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6. Select the media servers to synchronize.

7. Ensure Telephone system settings is selected.
8. Click Synchronize.
The Synchronization report window will open and display the progress and status of the
synchronization. Once synchronization is complete, any telephone system errors and
warnings will display in the synchronization report. You can correct any errors or warnings
found in this report by clicking Edit, clicking the Telephone system settings tab and changing
the telephone systems settings to the recommended settings.

Ring Group synchronization

YourSite Explorer can synchronize Ring Groups with your telephone system, but there are several
exclusions. When synchronizing with the telephone system, YourSite Explorer only synchronizes
with supported Ring Group members. Prime DNs and hot desking users are supported as members
of Ring Groups. If your synchronization settings are set to Read, synchronization skips unsupported
members on the telephone system when synchronizing with YourSite Explorer. If your
synchronization settings are set to Read/Write, then synchronization will delete unsupported
members during writeback to the telephone system.
Ring Groups and their attributes and members can be added, modified, and deleted in YourSite
Explorer, but the following Ring Group attributes are not synchronized into YourSite Explorer:
l Local-only DN
l Ring Group Type
l Predictive Overflow
l Average Call Duration Minutes/Seconds
l Absent/Present for members

Scheduling synchronization during the nightly maintenance routine

We recommend you schedule Synchronization to run with the nightly maintenance routine to ensure
the YourSite database and telephone system are properly programmed. If your synchronization is
set to Read or Read/Write, synchronization will happen automatically during nightly maintenance.
For more information, see "Specifying synchronization settings" on page 65.

EDITING TELEPHONE SYSTEM ASSIGNMENT FORMS IN

YOURSITE EXPLORER
After you run Synchronization for the 3300 ICP in YourSite Explorer, you can edit a subset of contact
center related 3300 ICP System Options, SMDR Options, Class of Service, and Class of
Restriction assignment forms. Any changes made to the telephone system assignment forms in
YourSite Explorer are written to the telephone system when a user clicks Save.
After running synchronization, if the 3300 ICP System options, SMDR options, Class of Service
options, or Class of Restriction assignment forms are incorrectly configured, alerts will display
describing modifications that need to be made to achieve accurate telephone system settings. Alerts
are ranked according to severity to display in the following order of importance: errors, warnings, and
then informational messages. Only one message can display at a time in the information bar.
In addition, you can automatically repair certain configuration errors by clicking the Fix it button in the
information bar where errors, warnings, and information messages display. If the alert that is

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currently displayed in the information bar is not able to be resolved by the Fix it button, the button will
not display. If the Fix it button displays, clicking it will automatically fix the warning or error that is
displaying in the information bar as well as fixing any other current warning or error that is enabled to
be automatically repaired.
NOTE: You must have read/write capabilities enabled in YourSite Explorer before running
synchronization if you want to receive these alerts. See "Specifying synchronization settings" on
page 65.

Editing System Options

Using YourSite Explorer, you can configure access codes and select options for the ACD 2000,
ACD Real-time Events Feature Level, and ACDMake Busy Walk Away Codes. Recommended
values for these system options are displayed in YourSite Explorer.
To edit System Options
1. In YourSite Explorer, in the left pane, click YourSite.
2. Under Enterprise, click Media servers.
3. Under Media servers, select a 3300 ICP media server.
4. Click the Telephone system settings tab.
5. In the left pane, click System options.
6. After Feature access code for silent monitoring, type the feature access code used for
silent monitoring, as programmed on the telephone system.
NOTE: If you edit the feature access code on the media server, you must also manually edit
the feature access code on the telephone system. The feature access code entered in
YourSite Explorer must be identical to that on the telephone system and be valid for use with
silent monitoring.
7. Specify remaining system options as required.
8. Click Save.

Editing SMDR Options

Using YourSite Explorer, you can edit a subset of contact center related SMDR options. YourSite
Explorer displays the recommended value for these SMDR options.
To edit SMDR Options
1. In YourSite Explorer, in the left pane, click YourSite.
2. Under Enterprise, click Media servers.
3. Under Media servers, select a 3300 ICP media server.
4. Click the Telephone system settings tab.
5. In the left pane, click SMDR options.
6. Specify the SMDR options.
7. Click Save.

Editing Class of Service options

Using YourSite Explorer, you can edit a subset of contact center related Class of Service options.
YourSite Explorer displays the recommended value for these Class of Service options.

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To edit Class of Service options

1. In YourSite Explorer, in the left pane, click YourSite.
2. Under Enterprise, click Media servers.
3. Under Media servers, select a 3300 ICP media server.
4. Click the Telephone system settings tab.
5. In the left pane, click Class of Service.
6. Under Name, select the Class of Service to edit.
7. In the right pane, after Default type, select a default class of service. Alternatively, select
None and, after Comment, type a description for the Class of Service.
8. Specify the remainder of system options for each Class of Service.
9. Click Save.

Editing Class of Restriction options

Using YourSite Explorer, you can edit a subset of contact center related Class of Restriction
options.
To edit Class of Restriction options
1. In YourSite Explorer, in the left pane, click YourSite.
2. Under Enterprise, click Media servers.
3. Under Media servers, select a 3300 ICP media server.
4. Click the Telephone system settings tab.
5. In the left pane, click Class of Restriction.
6. Under Number, select the Class of Restriction to edit.
7. After Do you want this Class of Restriction to be the default setting, click Yes or No.
8. After Classes of restriction for the group, enter the Class of Restriction numbers to include
in the group.
A range of numbers may be specified. Separate numbers using commas or dashes. For
example, 1 through 9 may be entered as 1-9 or a combination of individual numbers and
ranges may be entered as 1,2,3,7-10,13.
NOTE: Class of Restriction numbers must be entered in ascending order within each group.
9. Click Save.

ADDING RESILIENT AND/OR NETWORK ACD HOT DESKING

AGENTS
Resiliency and network ACD functionality is configured in your Mitel telephone system. For
information on configuring your telephone system for resilient and/or network ACD hot desking
agents, consult your Mitel telephone system documentation.
When your telephone systems are set up correctly for resiliency and network ACD hot desking, you
can configure your media servers in YourSite Explorer to use hot desking agents. See "Adding 3300
ICP media servers" on page 46.

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Invalid ACD cluster programming

Combining traditional ACD agents and ACD hot desking agents on the same telephone system is
not supported. All media servers within a cluster must be configured with the same type of agents. If
the telephone systems within a cluster are configured with both ACD hot desking agents and
traditional ACD agents, agent states will not display correctly in Contact Center Client real-time
monitors and you will receive an 'Invalid ACD cluster programming' error in YourSite Explorer.
NOTE: As a best practice, we recommend you perform Synchronization before attempting to
resolve any invalid ACD cluster programming errors on the telephone system. This will ensure that
your configuration is accurate and any errors being reported are valid.

RUNNING ACTIVE DIRECTORY SYNCHRONIZATION

You can synchronize your system with Active Directory at any time from within YourSite Explorer.
Active Directory is a directory service created by Microsoft that is used for managing a domain.
Active Directory Synchronization will align Active Directory security groups and users with
MiContact Center employees and employee groups within selected organizational units.
At any time, you can optionally re-synchronize or reset all client computers running MiContact
Center applications and refresh them with the latest configuration changes. Re-synchronizing will
send a delta of the latest configuration changes to client computers, while resetting will completely
drop client computer configurations and send the latest configurations from YourSite Explorer.
When you run Active Directory synchronization, employees and employee groups in YourSite
Explorer are synchronized with users in Active Directory groups. Existing employees can also be
associated with specific Active Directory users.
To run Active Directory synchronization
1. In YourSite Explorer, under YourSite, click Enterprise or Employees.
2. On the ribbon, click Active Directory.
3. Under Sync frequency (hh:mm), select how often you want automatic synchronization to
occur.
4. Click Select Sync paths.
The Select paths to sync window opens.
5. Click > or < to add or remove Active Directory entities from the Active Directory tree on the
left to the selected items list on the right and click OK.
The list of selected items on the right includes the Active Directory entities that will be
synched.
6. Under Security Role, click the Browse button and select a default security role to apply to
newly created employees.
7. Click OK.
8. Under Sites, click the Browse button and select a default site to apply to newly created
employees.
9. Click OK.
10. Click Run.
Active Directory synchronization is initiated and pertinent information is updated in YourSite
Explorer.

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To send recent configuration changes to client computers

1. In YourSite Explorer, under YourSite, click Enterprise or Employees.
2. On the ribbon, click Tools.
3. Click Re-synchronize clients.
To completely reset client computers with the latest YourSite database configuration information
1. In YourSite Explorer, under YourSite, click Enterprise or Employees.
2. On the ribbon, click Tools.
3. Click Reset clients.
To associate an existing employee with an Active Directory user
1. In YourSite Explorer, under YourSite, click Employee.
2. Select the employee you want to associate with an Active Directory user.
3. On the ribbon, click Active Directory.
4. Click Pick user.
5. Select a user from the Active Directory tree and click OK.
6. Click Save.

CONFIGURING DEVICES AND DEVICE GROUPS USING

QUICK SETUP
You can use Quick Setup to add ranges of the following devices and device groups:
l Employee groups and employee divisions
l Queue groups
l Extensions, extension groups, and extension divisions
l DNIS and DNIS groups
l Account Codes and Account Code groups
l Make Busy Reason Codes
l Teams

Extension Quick Setup

To add a series of extensions
1. In YourSite Explorer, in the left pane, click YourSite.
2. Under Devices, click Extensions.
3. Click Quick Setup.
4. In the Active number from and Active number to boxes, type a range of device numbers.
5. If you want to add a prefix or postfix to this range of device numbers, after Name prefix and/or
Name Postfix type the prefix and/or postfix.
6. On the General tab, select a media server for the extension.
7. If the extension will be costed with Business Reporter, select the Cost this extension check
box.

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8. Select the Disable real-time monitoring and data collection on this device check box if
you do not want to enable the extension to be set with a MiTAI monitor, viewed in Contact
Center Client, and use Contact Center Softphone or Salesforce.com Connector.
By default, this check box is not selected.
9. Under Advanced options, select the Extension type.
10. If you want to create an employee for each extension, on the Employee associations tab,
select the Create an employee ID for each extension check box.
NOTE: Select this check box only if you have not already added employee IDs to the
database.
11. After Start the employee IDs at, type the first employee ID to associate to the extension
number range.
12. After Increment the employee IDs by, type the increment by which the employee IDs will
increase.
13. Click Run.

Trunk Quick Setup

To add a series of trunks
1. In YourSite Explorer, in the left pane, click YourSite.
2. Under Devices, click Trunks.
3. Click Quick Setup.
4. In the Active number from and Active number to boxes, type a range of device numbers.
5. If you want to add a prefix or postfix to this range of device numbers, after Name prefix and/or
Name postfix type the prefix and/or postfix.
6. On the General tab, click Browse and select a media server for the trunk.
7. Click Run.

Trunk group Quick Setup

To add a series of trunk groups
1. In YourSite Explorer, in the left pane, click YourSite.
2. Under Devices, click Trunk groups.
3. Click Quick Setup.
4. In the Active number from and Active number to boxes, enter a range of device numbers.
5. If you want to add a prefix or postfix to this range of device numbers, after Name prefix and/or
Name postfix type the prefix and/or postfix.
6. On the General tab, click the Browse button and select the voice media server associated
with the trunk (for example, 3300 ICP Voice).
7. If this trunk group uses an intra switch, select the Intra switch check box.
8. To cost calls using this trunk, clear the Do not cost calls check box.
9. Click Run.

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DNIS Quick Setup

To add a series of DNIS
1. Click YourSite=>DNIS.
2. Click Quick Setup.
3. In the Active number from and Active number to boxes, type a range of device numbers.
4. If you want to add a prefix or postfix to this range of device numbers, after Name prefix and/or
Name postfix type the prefix and/or postfix.
5. On the General tab, after Associate the devices to this media server, click Browse and
select a media server.
6. After Short Abandon, type the Short Abandon threshold for the DNIS.
7. After Service Level, type the Service Level time for the DNIS.
8. Click Run.

Account Code Quick Setup

To add a series of Account Codes
1. In YourSite Explorer, in the left pane, click YourSite.
2. Under Devices, click Account Codes.
3. Click Quick Setup.
4. In the Active number from and Active number to boxes, type a range of device numbers.
5. If you want to add a prefix or postfix to this range of device numbers, after Name prefix and/or
Name postfix type the prefix and/or postfix.
6. To you want to create an employee for each Account Code, on the Employee Associations
tab, select the Create an employee ID for each Account Code check box.
NOTE: Select this check box only if you have not already added employee IDs to the
database.
7. After Start the employee IDs at, type the first employee ID number to associate to the
Account Code range.
8. After Increment the employee IDs by, type the increment by which the employee ID
numbers will increase.
9. Click Run.

Make Busy Reason Codes Quick Setup

To add a series of Make Busy Reason Codes
1. In YourSite Explorer, in the left pane, click YourSite.
2. Under Devices, click Make Busy Reasons.
3. Click Quick Setup.
4. In the Active number from and Active number to boxes, type a range of device numbers.
5. If you want to add a prefix or postfix to this range of device numbers, after Name prefix and/or
Name postfix type the prefix and/or postfix.
6. Click Run.

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Team Quick Setup

To add a series of Teams
1. Click YourSite=>Teams.
2. Click Quick Setup.
3. In the Active number from and Active number to boxes, type a range of device numbers.
4. If you want to add a prefix or postfix to this range of device numbers, after Name prefix and/or
Name postfix type the prefix and/or postfix.
5. Click Run.

Device group Quick Setup

To add a series of Account Code groups, DNIS groups, employee groups and divisions, extension
groups and divisions, and queue groups.
1. Under Devices, click the device group name.
2. Click Quick Setup.
3. In the Active number from and Active number to boxes, type a range of device numbers.
4. To add a prefix or postfix to the range of device numbers, after Name prefix and/or Name
postfix type the prefix and/or postfix.
5. If you are adding an agent group, click Browse and select a media server and failover media
server to associate with the agent group.
6. Click Run.

CONFIGURING DEVICES USING .CSV FILES

You can import devices to YourSite Explorer using comma-separated value (.csv) files. The
following device types are currently supported for use with the YourSite Explorer .csv import tool:
employees, employee groups, employee divisions, agents, agent groups, queues, queue groups,
extensions, extension groups, extension divisions, trunks, trunk groups, DNIS, DNIS groups,
Account Codes, Make Busy Reason Codes, teams, Do Not Disturb Reason Codes, traffic, and
ANI.
A .csv file is used for the digital storage of data structured in a table of lists form, where each
associated item (member) in a group is in association with others also separated by the commas or
tabs of its set.
There are two ways to create .csv files: Notepad or Microsoft Excel. We recommend making .csv
files in Excel, as adding and editing a large number of entries at once using auto-fill functions is much
simpler and more convenient than using Notepad.
Alternatively, you can also import tabbed delimited text files created in Excel. Tabbed delimited text
files are almost identical to .csv files, but use tabs to differentiate data fields instead of commas.
NOTE: When creating .csv files, you must save the file as either a .csv or .txt file. Simply renaming
an Excel file or changing a file type extension to .csv will not work and you will be unable to import
device data intoYourSite Explorer.

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Figure 4 and Figure 5 provide two examples of how .csv files can be formatted. The following figures
display Microsoft Excel .csv formatting and Notepad .csv formatting. Both .csv examples contain
the following data: first name, last name, agent login ID, and media server.
NOTE: To import configuration options that display in the YourSite Explorer grid view as a check
box, you must enter True or False as the field data.

Figure 4: Microsoft Excel .csv formatting example

Figure 5: Notepad .csv formatting example

Importing a range of devices using a .csv file

Before you attempt to import a device using a .csv file, ensure
l The .csv file contains data for all of the fields required to save a device in YourSite Explorer as
detailed in the following table.
l If a device requires a dependency to be specified, for example specifying a media server is
required in order to save a queue, the dependency must already exist in YourSite Explorer.
The Import Wizard cannot create new dependencies and will fail if the dependency does not
already exist in the database.

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To import a range of devices using a .csv file

1. In YourSite Explorer, under Devices, click the name of the device you will add using a .csv
file.
2. Click Import.
3. After Select file type, specify whether the .csv file uses Comma separated values or Tab
separated values.
4. After Select file, click Browse and specify the location of the .csv file.
5. Under Options, specify how the Import Wizard will handle duplicate items.
If duplicates are found:
l Overwrite entries if duplicates are found will use the .csv file as the master and
overwrite duplicate entries in the YourSite database with data in the .csv file.
l Skip duplicate entries during import will retain data configured in YourSite Explorer
as the master and import any new data entries from the .csv file into the YourSite
database.
l Do not import if duplicates are found will scan the .csv and YourSite database for
duplicates. If duplicates are found in either the .csv or the YourSite database, the import
is cancelled and no data is imported to the YourSite database.
6. Click Next.
7. On the Field Mappings window, map the fields in the Available columns list to the
Selected columns list using the arrow buttons, so they display in the same order as they do
in your .csv file.
NOTE: The order in the Field Mapping window must match the order of fields in your .CSV file.
Failure to import data in the order specified will result in import errors.
8. Click Next.
9. When the import has completed, click Finish.
NOTE: If the import fails, the Import Wizard will notify you of whether the YourSite database
or .csv file contained the duplicate(s) and which row(s) of the .csv file contained the error(s)
that resulted in the failure. Fixing these errors will allow devices to be successfully imported.

Fields required for successful .csv imports

Table 3 details the fields that are required in order to successfully import devices into YourSite
Explorer using a .csv file.

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Table 3: Mandatory device fields for .csv imports

DEVICE MANDATORY FIELDS FIELDS

Reporting number, Last name, First name,

Username, Password, IsEnabledForVoice,
IsEnabledForEmail, IsEnabledForChat,
IsEnabledForSMS, Email address, Middle name,
Suffix, Scheduling license, Nickname, Full time,
Site, Is a supervisor, Activated, Supervisor,
Security role, Use employee email for report
Reporting number, Last
distri, Fax number, Hire date, Preferred printer,
name, First name,
Employees Birth date, Print locally, Business phone number,
Username, Password,
Emergency contact phone number, Emergency
Security role
contact relationship, Emergency contact name,
Country, ZIP or postal code, Street address, City,
State or province, Pager number, Phone number,
Is active, Supervisor license, Phone type license,
Business Reporter Client License, Licensed for
Multimedia Contact Center, Licensed for Screen
Pop

Employee
Name, Reporting number Name, Reporting number
groups

Employee
Name, Reporting number Name, Reporting number
divisions

Reporting number, Last

Reporting number, Last name, First name, Media
name, First name, Media
server, Failover media server, Employee, Real
Agents server, Real time, Class of
time, MiTAI enabled, Is active, Class of Service,
Service, Class of
Class of Restriction
Restriction

Name, Reporting number, Failover media server,

Agent
Name, Reporting number Real time, Voice, Chat, Email, SMS, Employee
groups
Reporting

Dialable number, Name, Reporting number,

Queue Type, Media server, Service Level goal,
Short Handle, Real time, MiTAI enabled, Short
Dialable number, Name, Abandon, Service Level, Is active, Include work
Queues Reporting number, Media timer to handling time, Enable Classification
server Codes, Wrap-up time enabled, Wrap-up time
expiry, Agent Group Member 1, Agent Group
Member 2, Agent Group Member 3, Agent Group
Member 4

Queue
Name, Reporting number Name, Reporting number, Is Unified, Is Virtual
groups

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Table 3: Mandatory device fields for .csv imports (continued)

DEVICE MANDATORY FIELDS FIELDS

Name, Reporting number, Extension type, Media

Name, Reporting number, server, Failover media server, Server Name,
Extensions
Media server Workflow, Real time, MiTAI enabled, Licensed,
Notes

Extension
Name, Reporting number Name, Reporting number
groups

Extension
Name, Reporting number Name, Reporting number
divisions

Name, Reporting number,

Trunks Name, Reporting number, Media server
Media server

Name, Reporting number, Media server, Do not

Trunk groups Name, Reporting number
cost calls, Carrier plan, Intra switch

Name, Reporting number, Media server, Short

Name, Reporting number, Abandon, Service Level, Carrier plan, Call type,
DNIS
Media server Call rate, Subscriber plan, Subscriber Call type,
Subscriber Rate

DNIS groups Name, Reporting number Name, Reporting number

Account Name, Reporting number, Use as Classification

Name, Reporting number
Codes code

Make Busy
Reason Name, Reporting number Name, Reporting number
Codes

Teams Name, Reporting number Name, Reporting number

Do Not
Disturb
Name, Reporting number Name, Reporting number
Reason
Codes

Reporting number, Name, Media server, Traffic

Traffic Reporting number, Name
Type

ANI Name, Ani Name, Ani

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CONFIGURING DEVICES MANUALLY

CAUTION:
l For reporting purposes, the trunk, extension, agent, agent group, queue, DNIS, dialable
numbers, and Account Code numbers you configure in the YourSite database must be
identical to those of the telephone system.
l Print a copy of your telephone system assignment forms to use as a guide for programming
YourSite Explorer. The numbers you enter in YourSite for extensions, trunks, and Account
Codes must be identical to those of the telephone system.
You add contact center devices manually in YourSite Explorer.
NOTE:
l When you configure numbers for groups in YourSite, use numerical characters only, such as 1
(for Queue group 1). Do not insert symbols, such as a star [*] or pound sign [#], in the number.
l If you attempt to add a device or device group to YourSite that is already in the database, the
system notifies you that the device or device group is already present. When you add a series
of devices or device groups to YourSite, such as agent groups 5001 to 5005, if the system
detects you have already added agent group 5002, then it will not add agent group 5002 or any
subsequent agent groups in the series (that is, agent group 5003 to 5005) to the database.

Adding employees
Every employee configured in YourSite Explorer represents a unique member of a contact center.
Employees handling contacts are configured with agents. These agents are tied to the media servers
supported by MiContact Center.
You must add all contact center employees (agents, supervisors, and administrators) to YourSite
Explorer so you can run reports on employee activities, view employee performance in real time, and
enable employee access to MiContact Center applications.
NOTE: You must assign each employee a unique ID number.
Adding an employee requires you to:
l Add an employee
l Configure general employee information
See "Configuring general employee information" on page 82.
l Manage the media types an employee can handle
See "Managing the media types an employee can handle" on page 83.
l Configure employee licensing
See "Configuring employee licensing" on page 86.
l Modify employee Workload
See "Managing employee Workload" on page 87.
NOTE:Modifying employee Workload is only required if the employee is licensed for
Multimedia ContactCenter.

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Optionally, you can:

l Manage employee extensions and Account Codes
l Configure employee Skype for Business settings
Skype for Business attributes are only visible if you have a Microsoft Skype for Business
Server installed.
See "Configuring employee Skype for Business settings" on page 90.
l Configure employee report distribution settings
See "Configuring employee report distribution settings" on page 91
l Configure employee personal information
See "Configuring employee personal information" on page 91.
l Configure employee scheduling preferences for Workforce Scheduling
See "Configuring employee scheduling preferences" on page 145.
To add an employee
1. Click YourSite=>Employee.
2. Click Add.
Continue to "Configuring general employee information" on page 82.

Configuring general employee information

The following procedures explain how to:
l Configure general information for an employee
The following procedures take place in YourSite=>Employee.
To configure general information for an employee
1. Select an employee and click the General tab.
2. After First name, type the employees first name.
NOTE:Changes to the first name will carry over to any of the employee's associated agents
and extensions.
3. After Last name, type the employees last name.
NOTE:Changes to the last name will carry over to any of the employee's associated agents
and extensions.
4. After Employee ID, enter a unique employee ID number for the employee.
NOTE: The system creates default employee IDs for newly added employees, starting with
0 and incrementing for each new employee
5. After Line URI, type the employee's Line URI.
NOTE: If you enable an employee for voice without manually entering a Line URI, the system
copies the Employee ID to the Line URI field. This will be the employees SIP address. If you
manually enter a Line URI before enabling an employee for voice, the Line URI entered will be
the employees SIP address.
6. After Email, enter the employees email address.
NOTE: If the employee will use Contact Center Chat with Skype for Business, you must enter
the Skype for Business SIP email address in the email field.
7. Enter the employees Username.
NOTE: By default, the Username field will be populated with the employees email, unless
you are using Windows Authentication.

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8. Enter the employees Password.

9. If you want to change the site the employee is associated with, after Site, click the Browse
button.
NOTE:
l The default site assigned to new employees can be changed in the Configuration tab of
YourSite Explorer.
l The site determines the employees default language. Employees can change their
language settings in CCMWeb.
10. Select a site and click OK.
11. After Security role, click the Browse button.
The default Local Administrator and Enterprise Administrator roles allow employees full
access to all of the MiContact Center applications and devices (to which the contact center is
licensed) including Write Back for synchronization.
The default Agent Role role allows employees access to Contact Center Client, Employee
Portal, and Ignite. This role also enables access to real-time monitors, monitor customization,
access to Contact Center Chat, and the ability to control their own real-time presence and
status.
NOTE: The default security role applied to new employees can be changed in the
Configuration tab of YourSite Explorer.
12. Select a security role and click OK.
13. Click Save.

Managing the media types an employee can handle

Employees handle media through their associated agents. The General tab of an employee contains
buttons representing each media type that has a configured media server. When a button is
selected, an agent of that media type is automatically created and associated to the employee.
Table 4 contains an explanation of which buttons correspond to which media type.

Table 4: Media buttons

MEDIA TYPE MEDIA BUTTON

Voice

Chat

Email

SMS

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NOTE: Employees must be licensed to handle non-voice media. See "Configuring employee
licensing" on page 86.
When you remove the employee's ability to handle non-voice media, the employee's agents are
made historical. Historical agents are disabled for real-time monitoring and data collection. If the
employee is re-enabled to handle that non-voice media, then their agent will be made active again.
Multimedia agents can be deleted to be removed entirely from the system.
NOTE: Failover media servers for voice agents must be configured on your telephone system and
synchronized into YourSite Explorer. Workgroup does not support Contact Center resiliency. You
cannot program failover media servers for ACD agents and extensions.
The following procedures explain how to:
l Enable an employee to handle voice media
l Edit an employees voice agent
l Enable an employee's voice agent for external hot desking
l Enable an employee to handle voice media using an existing agent
l Remove a voice agent from an employee
l Enable an employee to handle multimedia
l Remove an employee's ability to handle multimedia
l Delete a multimedia agent
The following configuration takes place in YourSite=>Employees.
To enable an employee to handle voice media
1. Select an employee and click the General tab.
2. Under Devices, click the Voice button.
A voice agent and extension are automatically created for the employee.
By default, the extension type is voice softphone, which emulates a 5020 IP set.
For information on configuring extensions for employees, see "Managing employee
extensions and Account Codes" on page 89.
By default, the extension reporting number/dialable is populated with the employees business
phone.
3. Optionally, change the agents First name.
4. Optionally, change the agents Last name.
5. Optionally, after Agent login ID, enter the reporting number for the voice agent.
6. After Media server, click the Browse button.
7. Select a media server and click OK.
8. If you want to disable real-time monitoring and data collection for this agent, select Disable
real-time monitoring and data collection on this device.
9. If a 3300 media server was selected, after COS, select a Class of Service from the list.
10. If a 3300 media server was selected, optionally, after COR, select a Class of Restriction from
the list.
11. Select a media server and click OK.
12. Click Save.
13. Click Save.

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To edit an employees voice agent

1. Select an employee and click the General tab.
2. Under Devices, click the down arrow beside the Voice button and click <agent ID>=>Edit.
3. Edit the agents fields.
4. Click Save.
5. Click Save.
To enable an employees voice agent for external hot desking
1. Select an employee and click the General tab.
2. Under Devices, click the down arrow beside the Voice button and click <agent ID>=>Edit.
3. Select External hot desk user enabled.
4. After External dialing prefix, type the dialing prefix for the device to which calls will be
routed.
5. After External dialing number, type the dialing number for the device to which calls will be
routed.
6. Click Save.
7. Click Save.
To enable an employee to handle voice media using an existing agent
1. Select an employee and click the General tab.
2. Under Devices, click the down arrow beside the Voice button and click Associate existing
voice agent.
3. Select an unassigned agent and click OK.
4. Click Save.
To remove a voice agent from an employee
1. Select an employee and click the General tab.
2. Click the down arrow beside the Voice icon and click <agent ID>=>Delete.
3. Select the delete option:
l Make the device historicalsets the agent as historical, but leaves it associated to
this employee
l Disassociate the devicedisassociates the agent so it can be used with another
employee
l Remove the device from the systemdeletes the agent
4. Click OK.
5. Click Save.
To enable an employee to handle multimedia
1. Select an employee.
2. Under Devices, click the media button to select which media this employee can handle.
3. Click Save.

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To remove an employee's ability to handle multimedia

1. Select an employee.
2. Under Devices, click the enabled media button.
3. Click Save.
To delete a multimedia agent
1. Select an employee.
2. Click the down arrow beside the media button and click Delete.
3. Click Save.

Configuring employee licensing

Employees have access to the features and components of the starter pack with which they are
affiliated, but can be restricted, using security role settings, from accessing any or all of these
applications.
Employees consume a Contact Center or Workgroup Agent voice license when enabled to handle
voice. Employees consume a Multimedia Agent license when they are enabled to handle non-voice
media types. Licenses are removed when an employees ability to handle a media type is removed.
Licensed employees are reported on historically, viewed in real time, and have access to real-time
monitors. Employees also have access to CCMWeb My options page to configure user options,
such as language preference.
CAUTION: If data exists for an employee who was previously licensed but is currently unlicensed,
that data can be accessed in reports. However, if a summarization is done after the employee is no
longer licensed, there is a risk that the statistics currently calculated for the employee could be lost.
Re-licensing the employee and performing a summarization will restore the statistics.
The following configuration takes place in YourSite=>Employee.
To configure employee licensing
1. Select an employee and click the Licensing tab.
2. If the employee is a supervisor, depending on licensing, under Supervisor license select from
None, Advanced supervisor, or System Administrator.
Only one type of supervisor license can be selected for each employee.
l None: use this option for employees who are agents or general business extensions.
l Advanced supervisor: has access to CCMWeb (reporting, user preferences, and help
resources), Contact Center Client (real-time monitoring), Ignite (search for contacts,
view statistics, view contacts in queue), and YourSite Explorer (read-only access to the
Enterprise section only). Advanced Supervisor abilities are determined by their
employee and security role settings (as configured in YourSite Explorer). An Advanced
Supervisor can be configured for supervisory duties only or can be enabled to also work
as an agent. If an Advanced Supervisor is associated to a configured extension, their
telephone status is visible in extension monitors.
NOTE: Supervisors requiring the ability to handle contacts in Ignite or search contacts
in queue must be enabled to handle those media types. See "Managing the media types
an employee can handle" on page 83.

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l System Administrator: has full access to all MiContact Center, Business Reporter,
Call Accounting, Multimedia Contact Center, and IVRRouting software for the
purposes of configuration and system administration.
3. Under Phone type license, depending on licensing, select a phone type license.
l Mitel desk phone: select this option if the employee will use a Mitel desk phone. This
is the default option.
l Soft phone and/or Mitel desk phone: select this option if the employee will use and
is licensed for Contact Center Softphone.
NOTE: If the employee requires the use of Contact Center Softphone in addition to or in
combination with a Mitel desk phone, select the Softphone phone type. If the employee
is a non-ACD employee, you must select 'Business Reporter Client license' to have
access to Contact Center Softphone functionality. Business Reporter Client license is
an optional add-on to Contact Center and Workgroup.
4. If you want the employee to be licensed for Workforce Scheduling, under Workforce
Scheduling license, select Workforce Scheduling license.
NOTE: Users must be licensed for Voice or Multimedia to be scheduled in Workforce
Scheduling.
5. If this employee is a non-ACD employee who needs access to Contact Center PhoneSet
Manager, CTI Developer Toolkit Client, Salesforce.com Client, or screen pop, select
Business Reporter Client license.
NOTE: MiVoice Integration for Salesforce or Salesforce.com Connector is required to activate
Salesforce.com Client.
6. Click Save.

Managing employee Workload

Employees handling multimedia contacts must be associated with a Workload. Workloads
determine the number and type of media contacts that can be pushed to an agent at any one time.
When employees become licensed for Multimedia Contact Center, they are automatically assigned
the default Workload, which allows concurrent handling of 1 contact from each media type. For more
information on Workloads, see the Multimedia Contact Center Installation and Deployment Guide
The following configuration takes place in YourSite=>Employee.
The following procedures explain how to:
l Associate a Workload to an employee
l Associate a new Workload to an employee
l Edit an existing Workload
l Delete a Workload
NOTE: We recommend disassociating a Workload from all employees before deleting it.

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To associate a Workload to an employee

1. Select an employee and click the Advanced tab.
2. After Workload Descriptor, click the Browse button.
3. Select a Workload.
Alternatively, if you want to create a new Workload to associate to the employee, click Add.
4. Click OK.
5. Click Save.
To associate a new Workload to an employee
1. Select an employee and click the Advanced tab.
2. After Workload Descriptor, click the Browse button.
3. Click Add.
4. Type a Name for the Workload.
5. To apply the Workload to outgoing voice calls, select Apply rule to outgoing voice calls.
6. For each media type, under Concurrent contacts, select the maximum number of
connections of that media type that can be handled concurrently.
7. For each media type, click the icons of the media you do not want employees to concurrently
handle when handling that type of media.
NOTE:If you do not want agents to receive multiple ringing contacts of different media types,
configure this option.
8. Click Save.
To edit an existing Workload
1. Select an employee and click the Advanced tab.
2. After Workload Descriptor, click the Browse button.
3. Select a Workload and click Edit.
4. When you are done modifying the Workload, click Save.
To delete a Workload
1. Select an employee and click the Advanced tab.
2. After Workload Descriptor, click the Browse button.
3. Click Delete.
4. Click OK.

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Managing employee extensions and Account Codes

You can optionally assign extensions and Account Codes to employees. If you are using Business
Reporter, Account Codes assigned to employees enable reporting on that Account Code to see the
outbound costs associated to that employee. Account Codes can only be associated to one
employee.
The following procedures explain how to:
l Create a new extension and associate it with the employee
l Associate an existing extension
l Edit an existing associated extension
l Create an Account Code to associate to the employee
l Associate an existing Account Code
l Edit an existing associated Account Code
The following configuration takes place in YourSite=>Employee.
To create a new extension and associate it with the employee
1. Select an employee and click the General tab.
2. Under Devices, click the Extension button.
Alternatively, click the down arrow beside Extension and click Add.
3. To configure the new extension, see "Adding extensions" on page 118.
The extension name is automatically populated with the employees name.
By default, the extension type is voice softphone, which uses a 5020 IPset.
By default, the extension reporting number/dialable is populated with the employees business
phone.
4. Click Save.
To associate an existing extension
1. Select an employee and click the General tab.
2. Under Devices, click the down arrow beside Extension and select Associate existing.
3. Select an extension and click OK.
4. Click Save.
To edit an existing associated extension
1. Select an employee and click the General tab.
2. Under Devices, click the down arrow beside the Extension button and click
<extension>=>Edit.
3. When you are finished editing the extension, click Save.
4. Click Save.

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To create an Account Code to associate to an employee

1. Select an employee and click the Devices tab.
2. Click the Account Code button.
3. If you want to change the Account Code name, type a Name.
4. If you want to change the Account Code reporting number, type the Reporting number.
5. If you want to use this Account Code as a Classification Code, select Use as a
Classification Code.
6. Click Save.
If this is a new employee, when you are done assigning non-ACD extensions or Account
Codes, continue to "Configuring employee personal information" on page 91.
To associate an existing Account Code
1. Select an employee and click the Devices tab.
2. Click the down arrow beside Account Code and select Associate existing.
3. Select an Account Code and click OK.
4. Click Save.
If this is a new employee, when you are done assigning non-ACD extensions or Account
Codes, continue to "Configuring employee personal information" on page 91.
To edit an existing associated Account Code
1. Select an employee and click the Devices tab.
2. Click the down arrow beside the Account Code button and click <Account Code>=>Edit.
3. When you are finished editing the Account Code, click Save.
4. Click Save.
If this is a new employee, when you are done assigning non-ACD extensions or Account
Codes, continue to "Configuring employee personal information" on page 91.

Configuring employee Skype for Business settings

The following procedures explain how to:
l Configure Skype for Business attributes for an employee
NOTE: Skype for Business attributes are only visible if you have a Microsoft Skype for
Business Server installed.
The following procedures take place in YourSite=>Employee.
To configure Skype for Business attributes for an employee
1. Select an employee and click the General tab.
2. Type the employees SIP address.
3. Type the employees Line URI.
4. Click Save.

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Configuring employee report distribution settings

Optionally, you can configure employee report distribution settings to use non-default settings and
enable local printing.
The following procedures take place in YourSite=>Employee.
To configure an employees report distribution
1. Select an employee and click the Advanced tab.
2. If you want reports sent to a printer that is not the default printer of the Enterprise Server, type
the file path of the Network printer.
The printer path name is case sensitive.
3. If you want the employees reports to print from their desktop printer, select Print reports to
desktop.
NOTE:If you want to print locally, the employee must be running Contact Center Client on
their personal computer and the desktop printer must be the default printer on that computer.
4. If you want to use the employees email address for report distribution, select Distribute
reports from employee.
NOTE:By default, the From address assigned to the mail server is used.
5. Click Save.

Configuring employee personal information

The following procedures explain how to:
l Configure employee personal information
l Change employee language
The following procedures take place in YourSite=>Employee.
To configure employee personal information
1. Select an employee and click the Profile tab.
2. Enter the employee's personal information in the relevant fields.
NOTE:
l In Multimedia Contact Center, nicknames may be used in chat sessions with
customers.
l Optionally, after Activated, enter the date the employee became an active part of the
enterprise. By default, the activated date is set to the date the employee was first
added to YourSite Explorer.
You must provide the date the employee became an active part of the enterprise if you
want to generate administrative employee reports, or if you have Workforce Scheduling
and will schedule employees based on seniority, or will manage time off entitlements
and business rules based on time off allocation.
3. Click Save.

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To change employee language

1. Select an employee and click the Profile tab.
2. Select a language from the Language drop-down menu.
NOTE: MiContact Center applications, such as YourSite Explorer and Contact Center Client,
all leverage the language settings of the operating system in addition to the language
preference set for MiContact Center. Ensure that if you change the language settings of
MiContact Center, you also change the language settings of their operating system to match.
3. Click Save.

Adding employee groups

After adding employees, you add employee groups and associate employees to these groups.
Employee groups enable you to report on specific groups of employees.
The following procedures explain how to:
l Add an employee group
l Associate an employee with an employee group
l Remove an employee from an employee group
To add an employee group
1. Click YourSite=>Employee groups.
2. Click Add.
3. Type the employee groups Name.
4. Type the Employee group ID.
5. Click Save.
To associate an employee with an employee group
1. Click YourSite=>Employee groups.
2. Select an employee group from the list.
3. On the Membership tab, under Available members, select an employee and click > to move
the employee to the Selected members list.
4. Click Save.
To remove an employee from an employee group
1. Click YourSite=>Employee groups.
2. Select an employee group from the list.
3. On the Membership tab, under Selected members, select an employee and click < to move
the employee to the Available members list.
4. Click Save.

Adding employee divisions

A division is composed of several employee groups. The Division tab shows the employee groups
that belong to the division currently selected. When you create employee divisions in YourSite, you
can run reports for several employee groups simultaneously.

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To add an employee division

1. Click YourSite=Employee Divisions.
2. Click Add.
3. Type a Name and Reporting number for the employee division.
4. On the ribbon, click Save.
To associate an employee group with an employee division
1. Click YourSite=Employee Divisions.
2. Select an employee division from the list.
3. On the Membership tab, under Available members, select an employee group and click > to
move the employee group to the Selected members list.
4. On the ribbon, click Save.

Adding agents
Agent IDs enable employees to handle different media and to be reported on and tracked in real time.
When an administrator enables an employee to handle a type of media, the employee has an agent
ID of that media type automatically created. A contact center employee can have multiple voice
agent IDs, but requires a unique agent ID for each of the other media types (email, chat, and SMS)
that they handle.
Voice and multimedia agent IDs are added in the Employee section of YourSite Explorer. To add
different media agent IDs to an employee, see "Managing the media types an employee can handle"
on page 83. It is recommended to create agents within the Employee section. Voice agents can be
created in the Agent section of YourSite Explorer, but must be associated to employees in the
Employee section of YourSite Explorer.
The Agent section also enables administrators to delete agent IDs. Deleting an active agent
removes an employee's capabilities to handle the corresponding media. Historical multimedia IDs
can only be deleted in the Agent section.
NOTE:
l If agents are in a non-SDS clustered environment but not hot desking and not resilient, the
agent names will not display on the telephone switch. You must enter these agent names
outside of YourSite Explorer.
l We recommend you configure hot desking agents for your contact center instead of traditional
agents.
l Failover media servers for voice agents must be configured on your telephone system and
synchronized into YourSite Explorer. Workgroup does not support Contact Center resiliency.
You cannot program failover media servers for ACD agents or extensions.
In order to provide Contact Center Work Timer functionality in Contact Center Client, every
traditional agents extension or every hot desking Agent ID must be enabled with a MiTAI monitor.

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In YourSite=>Agents, administrators
l Add voice agent IDs
l Delete agent IDs
l Associate unassociated voice agent IDs to employees
l Specify 3300 ICP Class of Service, Class of Restriction, and Failover media server options
for voice agent IDs
l Enable a voice agent for external hot desking
See "Enabling external hot desk agents" on page 95.
To add a voice agent ID
1. Click YourSite=>Agents.
2. Click Add.
3. Type the voice agent ID's First name.
4. Type the voice agent ID's Last name.
5. After Agent login ID, enter the reporting number for the voice agent ID.
6. After Media Server, click the Browse button.
7. Select a media server and click OK.
8. Click Save.
NOTE: The Disable real-time monitoring and data collection on this device check box
is automatically selected if the employee that is associated to this agent has their licensing
attribute set to 'None'. See "Configuring employee licensing" on page 86 for more information.
To configure 3300 ICP options for a voice agent ID
1. Click YourSite=>Agents.
2. Select an agent from the list.
3. Under 3300 ICP Options, after COS, select a Class of Service from the list.
4. After COR, select a Class of Restriction from the list.
5. Click Save.
To enable a voice agent for external hot desking
1. Click YourSite=>Agents.
2. Select an agent from the list.
3. Select External hot desk user enabled.
4. After External dialing prefix, type the dialing prefix for the device to which calls will be
routed.
5. After External dialing number, type the dialing number for the device to which calls will be
routed.
6. Click Save.
To delete an agent ID
1. Click YourSite=>Agents.
2. Select an agent.
3. Click Delete.
4. Click OK.

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Enabling external hot desk agents

External hot desk agents can work remotely using, for example, a standard PSTN analog telephone
or a cellular telephone. External hot desk agents are similar to regular hot desk agents with additional
configuration available to specify external number information. To access external hot desk agent
functionality you must configure the following options in the User and Device Configuration form for
the 3300 ICP:
l External Hot Desking Enabled: Select 'Yes' to enable external hot desk agent functionality.
l External Hot Desking Dialing Prefix: Type the prefix digit(s) required to dial out to the
external hot desk device.
l External Hot Desking Number: Type the telephone number of the external hot desk device.
This number will be used by the telephone system to route ACD calls to the external hot desk
agent.
NOTE: The combined length of the external dialing prefix and external number cannot exceed
26 digits.
An agent ID can be associated to only one external dialing number. If an external hot desk agent will
use more than one external device for handling calls they must be associated to one agent ID for
each external dialing number.
An external hot desk agent can either log in externally or internally. When they log in internally
(locally) the telephone system recognizes them as a standard hot desk agent. When they log in
externally the telephone system recognizes them as an external hot desk agent.
NOTE: External hot desk agent functionality is only supported for use with hot desk agents, not
traditional ACD agents.
The following options are available for external hot desk agent login:
l Log in locally from a MiNET phone: agent displays as a regular hot desk agent
l Log in locally from an analog, cellular, or MiNET phone and connect through a loopback trunk:
agent displays as an external hot desk agent
l Log in externally from an analog or cellular phone: the agent ID is registered as an external
pivot device number and the external number dialing that has been configured in the telephone
system is overlaid on this external pivot device number. The external number is then used by
the telephone system to deliver ACD calls to the external hot desk agent. The agent displays
as an external hot desk agent.
NOTE: An external hot desk agent can also log in externally by directly contacting a specific
trunk configured for this purpose. In this case, the agent would not need to log in via Contact
Center Client. For more information, log into Mitel Edocs, open the Mitel Communications
Director System Administration Help Tool, and browse to 'External Hot Desking - Operation'.

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Adding agent groups

Administrators must add agent groups to the YourSite database and associate employees to these
agent groups. An employee and their agents can be associated to more than one agent group.
When agent groups are created, an employees agents are assigned a default group presence, either
Present or Absent. Employees whose agents default presence is Absent will not be present in the
agent group after logging their agents. To handle that media type, the employee must change their
agent state manually in Contact Center Client or Ignite. Employees whose agents default presence
is Present will be present in the agent group when they log in.
NOTE:
l If you attempt to add a group to YourSite that is already in the database the system notifies
you that the group is already present. When you add a series of groups to YourSite, such as
Agent Groups 1 to 5, if the system detects you have already added Agent Group 3, then it will
not add Agent Group 3 or any subsequent agent groups in the series (that is, Agent Group 4 or
5) to the database.
l Deleting an agent group that is currently the last member of a voice or multimedia queue will
invalidate that queue. Deleting an agent group that is associated to an activity in an Inqueue
workflow will create a validation error. The queue will not be able to be saved until another
agent group is associated to it. It is recommended that you disassociate agent groups from
queues and their associated Inqueue workflows before deleting the agent group.
l If you want to remove Voice handling from an agent group previously enabled to handle Voice,
you must delete the agent group, writeback the deletion to the voice media server, and then
recreate the agent group.
To set up an agent group, administrators must:
l Add an agent group
l Manage agent group membership, presence, and skill level
l Specify agent group options for the 3300 ICP media server
The following procedures explain how to:
l Add an agent group
l Disable monitoring and device collection for an agent group
l Specify if the agent group uses skills
The following configuration takes place in YourSite=>Agent groups.
To add an agent group
1. Click Add.
2. Type a Name for the agent group.
3. Type a Reporting number for the agent group.
4. Select the media type(s) the agent group will handle.
See Table 5.

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Table 5: Media icons

MEDIA TYPE MEDIA ICON

Voice

Chat

Email

SMS

5. If you select voice media and have multiple voice media servers, select the voice media
server and click OK.
NOTE:If this agent group is not handling voice contacts, then this option will not be available.
6. Click Save.
To disable monitoring and device collection for an agent group
1. Select an agent group.
2. Select Disable real-time monitoring and data collection on this device.
3. Click Save.
To specify if the agent group uses skills
1. Select an agent group.
2. Select The group uses skills.
3. Click Save.

Managing agent group membership, presence, and skill level

After configuring an agent group, administrators must associate employees to the agent groups and
specify the default presence for each of the employees agent IDs for the media types the agent is
configured to handle. If the agent group uses skills, skill levels must be set for each employee. Skill
levels range from 1, which is the most skilled, to 255, which is the least skilled. The skill level
assigned to the employee is applied to each media the employee is capable of handling.

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Some employees may have multiple voice agents associated to them. When these are added to an
agent group, they are highlighted in yellow. Administrators can select which of an employees voice
agents are in the agent group. It is recommended that an employee only have one voice agent
associated to an agent group.
The following procedures explain how to
l Add employees to an agent group
l Specify which of an employees multiple voice agents are in an agent group
l Specify a member's default presence in an agent group
l Specify a member's skill level
l Edit a member employee
l Remove a member from an agent group
The following configuration takes place in YourSite=>Agent groups.
To add employees to an agent group
1. Select an agent group and click the Membership tab.
2. To add employees to the agent group, click Add.
3. Select the employees to add to the agent group and click OK.
4. Click Save.
To specify which of an employees multiple voice agents are in an agent group
1. Select an agent group and click the Membership tab.
2. Select the employee with multiple voice agents and click Voice agent options.
3. Select the voice agent to be present in this agent group and click OK.
4. Click Save.
To specify a members default presence in the agent group
1. Select an agent group and click the Membership tab.
2. In the Default <media type> Presence column of the member's row, click the cell and select
the default presence.
l Absentthe employees agent ID will be put into the Logged in Not Present agent
state when they join the agent group.
l Present the employees agent ID will be put into Idle when they join the agent group.
3. Repeat Step 2 for each media type the member can handle in the agent group.
4. Click Save.
To specify a members skill level
1. Select an agent group and click the Membership tab.
2. In the Skill level column of the member's row, select a skill level from the drop-down list.
3. Click Save.

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To edit a member employee

1. Select an agent group and click the Membership tab.
2. Select an employee and click Edit.
3. When you are done editing the employee, click Save.
To remove a member
1. Select an agent group and click the Membership tab.
2. Select a member and click Delete.
3. Click Save.

Specifying 3300 ICP options for agent groups

The following configuration takes place in YourSite=>Agent groups.
To specify 3300 ICP options for an agent group
1. Select an agent group from the list.
2. Click the 3300 ICP options tab,
3. After Failover media server, click Browse.
4. Click OK.
5. After Queue callers to this group when no agents are logged in, select Yes or No.
6. Click Save.

Adding teams
After adding agent groups, you can add teams and associate agent groups to these teams.
To add teams
1. Click YourSite=>Teams.
2. Click Add.
3. Type a Name and Reporting number for the team.
4. Click Save.

Associating agent groups to teams

To associate agent groups to teams
1. Click YourSite=>Teams.
2. Select a team from the list.
3. On the Membership tab, under Available members, select an agent group and click > to
move the agent group to the Selected members list.
4. On the ribbon, click Save.

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Adding queues
Voice queues receive inbound calls and then route them to either agents or extensions, depending on
the kind of queue. Voice queues can be ACD paths, referred to as voice queues in YourSite
Explorer, that route calls to agent groups, or Ring Groups, which route calls to a pool of extensions.
Non-voice multimedia queues receive inbound contacts, such as email, chats, or SMS, and route
them to the agents in the associated agent groups to handle the contact. The associated agent
groups handle the contacts from that queue and generate statistics for reports on the queue. Reports
can be generated on queue activities and queue performance can be viewed in real time.
When you add a queue to the YourSite database, the configuration options available depend on the
media server or type of queue. Media servers fall under four general categories: voice (a telephone
system with or without MiTAI enabled), email, chat, and SMS.
For instructions on adding multimedia queues, see the Multimedia Contact Center Installation and
Deployment Guide.

Adding voice queues (ACDpath)

The primary voice queue for MiContact Center is the ACD path, which distributes calls to groups of
agents. When an administrator adds an ACD path voice queue, they:
l Configure general information for voice queues
l Configure voice queue membership
l Configure Inqueue routing
l Configure queue spectrum settings for voice queues
l Configure performance settings for voice queues
l Configure agent workflow settings (if agent greeting is enabled for the site)
l Optionally, set voice queue options
For information on automatic queue control, including opening, closing, and putting queues in DND,
see "Automatically controlling voice queue states (ACDpath)" on page 111.
For instructions on how to configure IVRRouting options for queues, consult "Configuring queues"
on page 217. Option availability depends on whether you are licensed for Messaging and Routing or
IVR.
l For information on configuring a queue for web callbacks, see "Enabling web callbacks" on
page 239.
l For information on configuring a queue for abandon callbacks, see "Enabling abandon
callbacks" on page 237.
l For information on associating a queue to an UPiQ workflow, see "Configuring Inqueue
routing" on page 217.
l For information on setting up UPiQ workflows, see "Default Inqueue UPiQ workflow and
subroutine" on page 336.
l For information on configuring a queue for RADmessages, see "Configuring RADmessages
for queues" on page 219.

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To add a voice queue

1. Click YourSite=>Queues.
2. Click Add and select VoiceQueue.
3. Continue to "Configuring general information for voice queues " on page 101.
NOTE: New voice queues cannot be saved until the general settings for the queue have been
configured.

Configuring general information for voice queues

When configuring general information for voice queues, administrators configure the basic settings
for the queue that are required to be configured before the queue can be saved.
The following procedures take place in YourSite=>Queues.
To configure general voice queue information
1. Select a queue and click the General tab.
2. Type a Name for the queue.
3. Type a Reporting number for the queue.
4. After Dialable number, enter the path directory number listed on the telephone system
assignment forms.
5. After Media server, click the Browse button.
NOTE: Once a queue has been saved, the media server cannot be changed.
6. Select the media server and click OK.
7. If you do not want the queue to be viewed in Contact Center Client and Ignite, select Disable
real-time monitoring and data collection on this device.
8. Click Save.

Configuring voice queue membership

Agent groups must be assigned to a queue to handle ACD calls. Calls are offered to agent groups in
the order in which they are associated to the voice queue and are offered to the next agent group in
the list when the set overflow timer for that group expires. When configuring overflow timers for
associated agent groups, the Total Time to Agent Group column is automatically populated to
indicate how long a call will be waiting before being offered to that agent group. A maximum of four
agent groups can be assigned to a queue.
The following procedures explain how to:
l Associate an agent group to a queue
l Remove an agent group association from a queue
l Set the Overflow timer
The following procedures take place in YourSite=>Queues.

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To associate an agent group with a queue

1. Select a queue from the list and click the Membership tab.
2. Under Available members, select an agent group and click > to move the agent group to the
Selected members list.
The order agent groups are added determines the order in which agent groups are offered
calls.
3. To adjust the order of selected members, select an agent group and click ^ or .
4. Click Save.
To remove an agent group association from a queue
1. Select a queue from the list and click the Membership tab.
2. Under Available members, select an agent group and click < to move the agent group to the
Selected members list.
3. Click Save.
To set the overflow timer
1. Select a queue from the list and click the Membership tab.
2. Under Selected members, set the Overflow Timer for each agent group associated to the
voice queue.
3. Click Save.

Configuring queue spectrum settings for voice queues

Queue spectrum reports provide valuable information on how calls are dispersed in your contact
center. You configure answer, abandon, interflow, handle, and ringing thresholds for queues in
YourSite Explorer. The answer, abandon, interflow, and talk statistics will be distributed across the
queue spectrum reports in the time intervals you specify.
The following procedures take place in YourSite=>Queues.
To configure queue spectrum settings for a queue
1. Select a queue and click the Queue spectrum tab.
2. Select the spectrum value(s) you want to include in reports and specify thresholds for each.
All threshold values are in seconds.
3. Click Save.
To apply queue spectrum settings to all queues on the same media server
1. Select a queue and in the ribbon, click the Queue Tools tab.
2. Select Apply queue spectrum to all.

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Configuring performance settings for voice queues

When configuring a queue, administrators set the queue priority, configure business hours for the
queue, configure the work timer options, set the Service Level objectives, and set the handling
times. Business hours control when the queue opens and closes.
The following procedures explain how to:
l Set the priority level for the queue
l Configure the business hours for a queue
l Apply the business hours to all queues on the same media server
l Configure the Queue Work Timer options
l Set the voice queue service level objectives
l Set the voice queue handling times
To set the priority level for the queue
1. Select a queue and click the Performance tab.
2. After Priority, select the priority level for the queue.
The highest priority level is 1. The lowest priority level is 64. Queues with the same priority
level route to agents based on longest waiting.
3. Click Save.
To configure the business hours for a queue
NOTE:Queues open and close in alignment with the business hour schedule selected. To control
queue states according to a different schedule you must create the schedule and assign it to the
queue. See "Creating and modifying schedules" on page 129.
1. Select a queue and click the Performance tab.
2. After Business-hour schedule, click the Browse button.
3. Select a schedule and click OK.
4. If you want to restrict the production of real-time statistics and reports to only during business
hours, select Generate statistics and reports only within business hours.
5. Click Save.
To apply the business hours to all queues on the same media server
1. Select a queue and in the ribbon, click the Queue Tools tab.
2. Select Apply business hours to all.
To configure the Queue Work Timer options
1. Select a queue and click the Performance tab.
2. If you want to add Contact Center Work Timer to handling time in reports, select Include
Queue Work Timer as part of handling time.
NOTE: When 'Include work timer as part of handling time' is enabled, the ACD handling time
durations for reporting purposes span from ACD pick up to the end of the Work Timer time.
When this option is disabled, the ACD handling time duration spans from ACD pick up to hang
up.

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3. To enable the queue for Work Timer, select Use Queue Work Timer and set the Queue Work
Timers duration.
The default duration is 5 minutes.
NOTE:
l Queue Work Timer maximum duration is 4 hours.
l A queues work timer must not exceed the Class of Service Work Timer associated
with any agents in agent groups who are associated with this queue. See "Configuring
Work Timer" on page 152.
4. To force agents to enter call classification Account Codes, select Force entry of a
classification code.
This feature only displays if you use either Contact Center PhoneSet Manager or Contact
Center Softphone.
5. If you want Work Timer to end once the classification Account Code has been entered, select
Cancel queue work timer once code is entered.
This feature only displays if you use either Contact Center PhoneSet Manager or Contact
Center Softphone.
6. Click Save.
To set the voice queue service level objectives
1. Select a queue and click the Performance tab.
2. Specify the Service Level goal and Service Level time for the queue.
3. Click Save.
To set the voice queue handling times
1. Select a queue and click the Performance tab.
2. After Short Handle less than, type the duration that will define a call as a short handle call.
For example, type 3 to define a short handle call as one that lasts less than 3 seconds. Short
talk calls are included in Agent call statistics but not in Queue call statistics.
3. After Short abandon less than, type the duration that will define an abandoned call as
Abandoned (Short).
For example, type 5 to define a short abandon call as one that is abandoned in less than 5
seconds.
4. Click Save.

Configuring agent workflow settings

The Agent workflow tab contains the default workflow that manages the playback of recorded
messages when an agent answers an incoming call from the queue. This workflow is activated when
agent greeting is enabled. For more information on enabling agent greeting, see "Adding sites" on
page 42
NOTE:Agent greeting recording is available in Ignite (DESKTOP) only.

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The workflow includes a Play Agent Greeting activity. If Agent Greeting is enabled for the site (see
"Adding sites" on page 42), the Play Agent Greeting activity checks the value of the
<<AgentGreetingRecording>> variable (populated with a .wav file, if the agent has recorded a
greeting) and plays the recording.
You can add activities to customize the workflow (for example, you can add a Scheduling activity if
you want the greeting to play only during business hours), however, the default workflow is sufficient
for playing an agent greeting message if present. The workflow is triggered when the agent accepts
an incoming ACD call.
NOTE: The Play Agent Greeting activity has the following specific properties:
l The 'Broadcast To' attribute is set to Both (so that both agent and caller hear the recorded
message)
l The 'Greeting Prompt' attribute is set to Agent Greeting (so that the prompt plays the agent's
recorded .wav file, as specified in the <<AgentGreetingRecording>> variable, if one exists)

Configuring whisper announcements

The Agent workflow also controls whisper announcements.
A whisper announcement is a recording that is played to the agent when an agent answers an
inbound call. The whisper announcement can provide useful information to the agent (for example, it
can identify the incoming queue) to help the agent to handle the call more efficiently.
The whisper announcement plays only to the agent; the caller hears silence while the announcement
plays. You can choose a .wav file from the IVR Prompts page, or a Text-to-Speech prompt (if
licensed).
To add a whisper announcement to the queue
1. Add the Play activity to the workflow and place it before the Play Agent Greeting activity.
2. Select the Play activity and click Properties to configure the following attributes:
l The 'Broadcast To' attribute must be set to Agent (so that only the agent hears the
recorded message)
l The 'Greeting Prompts' attribute must be set to the prompt that you want played
For detailed information on setting properties for the Play activity, see "Configuring the Play activity"
on page 302.
NOTE: The existing pre-announcement feature is still available for agents who have Contact Center
PhoneSet Manager or Contact Center Softphone. See the MiContact Center User Guide for detailed
information on this feature. We recommend you do not configure pre-announcement and whisper
announcements on the same system.

Configuring voice options for queues

The voice options tab contains additional voice queue configuration options.
The following procedures explain how to:
l Set queue unavailable answer point directory number
l Set interflow options
The following procedures take place in YourSite=>Queues.

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To set the queue unavailable answer point directory number

1. Select a queue and click the Voice options tab.
2. Type the Queue unavailable answer point directory number.
3. Click Save.
To set the queues interflow options
1. Select a queue and click the Voice options tab.
2. To enable interflow, select Interflow enabled.
3. Select the Interflow timeout.
4. Type the Interflow point directory number.
5. Optionally, select Allow overflow to interflow before time out.
6. Optionally, select Interflow to this queue uses this queues priority.
7. Click Save.

Adding Ring Groups

With MiContact Center, you can configure Ring Groups, with the following limitations:
l Ring Groups require a minimum of MiVoice Business 7.0.
l MiContact Center and Business Reporter Version 8.1+ do not support Call Forward Always
from Ring Groups. Call Forward Always to Ring Groups is supported.
l Clustered Ring groups are not supported. Ring Groups, their extensions, interflow points, and
any IVR ports transferring to RingGroups must be on the same media server.
l Prime DNs and hot desking users are supported as members of Ring Groups.
l Personal Ring Groups are not supported.
It is recommended that Ring Groups have a default Class of Service configured on the 3300 media
server. For more information, see "Editing Class of Service options" on page 70.
If you are licensed for IVR or Messaging and Routing, Ring Groups are not supported for callback or
UPiQ workflows, subroutines, and related activities.
When an administrator adds a Ring Group, they
l Configure general Ring Group queue information
l Configure Ring Group business hours
l Configure Ring Group membership
l Configure queue spectrum settings for Ring Group
l Configure Ring Group voiceoptions
To add a Ring Group queue
1. Click YourSite=>Queues.
2. Click Add and select Ring Group.
3. Continue to "Configuring general information for Ring Group queues" on page 107.
NOTE: New Ring Group queues cannot be saved until the name, reporting number, and media
server have been configured for the queue.

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Configuring general information for Ring Group queues

The following procedures take place in YourSite=>Queues.
To configure common Ring Group queue information
1. Select a Ring Group and click the General tab.
2. Type a Name for the Ring Group.
3. After Reporting number, type the Ring Groups dialable number.
NOTE: The reporting number cannot be changed after saving the Ring Group.
4. After Media server, click the Browse button.
5. Select the media server and click OK.
NOTE: The media server cannot be changed after saving the Ring Group.
6. After Failover Media server, click the Browse button.
7. Select the Failover media server and click OK.
8. If you do not want the queue to be viewed in Contact Center Client and Ignite, select Disable
real-time monitoring and data collection on this device.
9. Click Save.

Configuring membership for Ring Groups

Extensions or hot desking users must be assigned to a queue to handle calls sent to Ring Groups.
Depending on how the Ring Group is configured to distribute calls, calls will be offered to extensions
in their order in the member list.
NOTE:Prior to Version 8.1, all voice softphone extensions created in YourSite Explorer had the
setting ACD Enabled applied when written back to the ACD routing system. In Version 8.1+, this
setting can be set or removed for the extension in YourSite Explorer. ACD Enabled extensions can
be added as members of Ring Groups, but they cannot be made present to the Ring Group. This is a
restriction imposed by MiVoice Business. Ring Group Member extensions with ACD Enabled will
not receive calls sent to the Ring Group. If a hot desking agent logs into an ACD Enabled extension,
they will go out of service and not be updated in the real-time monitors. To remove ACD Enabled
from extensions in YourSite Explorer, see "Adding extensions" on page 118.
Ring group extension members must be located on the same node as the Ring Groups. Ring Groups
do not support multi-node configurations.
You can program the following devices as Ring Group members
l Multiline set prime numbers
l Single line sets
l Internal and external hot desk user
The following procedures explain how to:
l Associate an extension to a Ring Group queue
l Remove an extension association from a Ring Group queue
The following procedures take place in YourSite=>Queues.

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To associate an extension with a Ring Group

1. Select a Ring Group queue from the list and click the Membership tab.
2. Under Available members, select an extension and click > to move the extension to the
Selected members list.
Depending on the algorithm selected, calls will be offered to a Ring Groups extensions using
the order in the Selected members list.
NOTE:To ensure accurate reporting, hot desking users should be made members of the
same Ring Groups as the extensions to which they log in.
3. To adjust the order of selected members, select an extension and click ^ or .
4. Click Save.
To remove an extension association from a Ring Group
1. Select a Ring Group from the list and click the Membership tab.
2. Under Available members, select an extension and click < to move the extension to the
Selected members list.
3. Click Save.

Configuring performance settings for Ring Groups

The following procedures explain how to:
l Configure business hours for a Ring Group
l Set the Ring Group service level objectives
l Set the Ring Group handling times
To configure the business hours for a Ring Group.
1. Select a Ring Group and click the Performance tab.
2. After Business-hour schedule, click the Browse button.
3. Select a schedule and click OK.
4. If you want to restrict the production of real-time statistics and reports to only during business
hours, select Generate statistics only within business hours.
5. Click Save.
To set the Ring Group service level objectives
1. Select a Ring Group and click the Performance tab.
2. Specify the Service level goal and Service level time for the Ring Group.
3. Click Save.
To set the Ring Group handling times
1. Select a Ring Group and click the Performance tab.
2. After Short handle less than, type the duration that will define a call as a short handle call.
For example, type 00:00:03 to define a short handle call as one that lasts less than 3 seconds.
Short handle calls are included in call statistics.

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3. After Short abandon less than, type the duration that will define an abandoned call as
Abandoned (Short).
For example, type 00:00:05 to define a short abandon call as one that is abandoned in less
than 5 seconds.
4. Click Save.

Configuring queue spectrum settings for Ring Groups

Queue spectrum reports provide valuable information on how calls are dispersed in your contact
center. The answer, abandon, interflow, handle, and ringing statistics will be distributed across the
queue spectrum reports in the time intervals you specify.
If you apply your queue spectrum settings on all queues on a media server, they are applied to both
Ring Groups and ACD path queues.
The following procedures take place in YourSite=>Queues.
To configure queue spectrum settings for a Ring Group
1. Select a Ring Group and click the Queue Spectrum tab.
2. Select the spectrum value(s) you want to include in reports and specify thresholds for each.
All threshold values are in seconds.
3. Click Save.
To apply a Ring Groups queue spectrum settings to all queues on the same media server
1. Select a Ring Group and in the ribbon, click the Queue Tools tab.
2. Select Apply queue spectrum to all.

Configuring voice options for Ring Group queues

Ring Group specific queue settings are configured in the Voice options tab.
The following procedures take place in YourSite=>Queues.
To configure the voice options for a Ring Group queue
1. Select a Ring Group and click the Voice options tab.
2. After Ring Algorithm, select the Ring Groups call distribution algorithm from the following:
l Ring All:Rings all available extensions in the Ring Group simultaneously.
l Terminal Cascade: Starting from the first extension in the member list, rings the first
available extension for the duration of the Cascade Ring Timer before calling the next
available extension in the member list.
l Terminal:Starting from the first extension in the member list, rings the first available
extension.
l Circular:Starting from the last member to handle a call, rings the next available
extension in the members list.
l Circular Cascade: Starting from the last member to handle a call, rings the next
available extension in the member list for the duration of the Cascade Ring Time before
calling the next available extension in the member list.

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3. After COS, select a Class of Service for the Ring Group.

If you have configured a default Class of Service for Ring Groups, the default Ring Group
Class of Service will be automatically applied.
4. If you selected a Cascade algorithm, after Cascade Ring Timer, set the time a call will ring
an extension before ringing the next member extension in the Ring Group.
5. After Call Queued Timer, set the maximum time a call will remain in queue for a Ring Group
before redirecting to the overflow point.
6. After Call Ringing Timer, set the maximum time a call will ring an extension before the call
is redirected to the overflow point.
7. After Call Coverage Service Number, enter a configured Call Coverage Service Number.
8. If you want to redirect incoming calls to another directory number if the Ring Group extensions
do not answer, after Overflow Point, type the dialable number for the overflow destination.
The Overflow Point can be any Prime DN destination, such as an extension or queue.
NOTE:If a traditional agent logs into the overflow point, calls will never be offered
9. Click Save.

Setting a queue as historical

Voice and Ring Group queues can be set as historical, disabling real-time monitoring and data
collection on the queue. Historical voice queues retain their data for reporting, but cannot handle
contacts and are not available in Contact Center Client and Ignite. A historical queue can be restored
to active service.
To set a queue as historical or to reactivate a historical queue
1. Select a queue and click the General tab.
2. If you are setting the queue as historical, select Disable real-time monitoring and data
collection on this device.
3. If you are reactivating the queue, clear Disable real-time monitoring and data collection
on this device.
4. Click Save.

Deleting a queue
When you delete a queue, it is removed from both YourSite Explorer and the media server. No more
data is collected for the deleted queue, but any collected data for the queue is preserved and can be
reported on.
NOTE: If you restore a backup from before the queue was deleted, it will re-associate itself to the
collected data for the queue.
To delete a queue
1. Click YourSite=>Queues.
2. Select a queue and click Delete.
3. Click OK.

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Automatically controlling voice queue states (ACDpath)

Voice queue states can be automatically controlled using Interactive Contact Center queue control.
Interactive Contact Center queue control automates queue availability to respond to hours of
operation and queue conditions, ensuring that calls do not wait in queue after hours or during busy
periods.
Interactive Contact Center queue control consists of business hour schedules and queue control
plans.
Business hour schedules open and close queues. For example, a 9-5 business hour schedule
applied to the queue closes the queue at 5:00 pm. After 5:00 pm, calls route to the queues
unavailable answer point, if one is configured. At 9:00 AM, the queue opens and calls again route to
the queue.
Queue control plans put queues in DND when certain conditions are satisfied. For example, if the
queues longest wait time has exceeded 30 minutes for more than one hour, the queue control plan
will put the queue in DND. While the queue is in DND, calls route to the queues unavailable answer
point, if one is configured.
The following procedures explain how to
l Open and close queues with business hour schedules
l Set and remove queue DNDwith queue control plans

Opening and closing voice queues using business hour schedules

NOTE:If you do not want to open and close queues using business hour schedules, apply the
Default 24/7 schedule to the queue.
You can open and close queues automatically by assigning them a business hour schedule.
Schedules enable you to customize the hours of operation for individual queues. For example, if your
business operates 24 hours a day, but specific queues are open from 9-5 only, you can create
individual business hour schedules that will open the queues at 9 and close them at 5.
For information on creating business hour schedules, see "Creating and modifying schedules" on
page 129.
To assign a business hour schedule to a queue
1. Click YourSite=>Queues.
2. Select the queue and click the Interactive queue control tab.
3. Select the Queue uses Interactive Contact Center queue control check box.
4. After Business-hour schedule, click the Browse button.
5. Select a schedule to apply to the queue and click OK.
6. ClickSave.

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Setting and removing queue DND with queue control plans

NOTE: DND can be set manually on a queue via the Queue Now monitor. Queue control plans and
business hour schedules do not override a DND state set manually on the queue. Queues put into
DND manually must have DND removed manually before queue control plans and business hour
schedules can come into effect for the queue.
Queue control plans specify conditions under which a queue is automatically put into and taken out
of DND.
For example, if customers in queue are experiencing exceptionally high wait times, an administrator
might want that queue automatically put into DND. This prevents additional calls from reaching the
queue and prevents new callers from experiencing long wait times.
Each queue control plan monitors one queue and, based on the conditions specified, can set and
remove DND states for either the queue being monitored, a Directory Number, or an alternate queue.
Only one queue control plan can be applied to a queue, but a single queue control plan can be applied
to multiple queues.
Setting and removing queue DND with queue control plans requires you to
l Add a queue control plan to YourSiteExplorer
l Specify conditions for setting queue DND
l Specify how long conditions must be present until queue DNDis removed
l Specify Monitor Settings
l Specify when queue control plan conditions are evaluated
l Associate the control plan to a queue
Optionally, you can
l Remove a control schedule from a queue
l Remove a queue control plan from a queue
l Delete the queue control plan
To add a queue control plan to YourSite Explorer
1. Click YourSite=>Enterprise.
2. Select Queue Control Plans, click Add.
3. Under General, type a Name for the queue control plan.
4. Click Save.
Follow the steps under 'To specify conditions for setting queue DND', below.
To specify conditions for setting queue DND
1. Under Queue Condition Builder, click Add.
2. Under Name, select a criterion from the drop-down list.
For example, Longest Wait Time.
3. Select an Operator.
For example, '>'.

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4. Specify a Value, or select a value from the drop-down list.

For example, 0:30:00 (30 minutes).
5. To join conditions, select a Join Type, click Add, and repeat the steps above.
NOTE:'And' means that all conditions must be met for the queue to go into DND. 'Or' means
that only one of the conditions must be met for the queue to go into DND.
6. Click Save.
Follow the steps under 'To specify how long conditions are present until queue DND is
removed', below.
To specify how long conditions are present until queue DNDis removed
1. Under DNDSettings, after Place the device in DND when the following conditions are
true for, type the amount of time for which the queue conditions must be met before the queue
enters DND.
For example, once the longest wait time has hit more than 30 minutes for ten minutes, the
queue enters DND.
2. Under DNDSettings, after Remove the device from DND when the following
conditions are false for, type the amount of time for which the queue conditions must be
absent before queue DNDis removed.
For example, once the longest wait time drops below 30 minutes for at least one hour, DNDis
removed.
3. Click Save.
Follow the steps under 'To specify Monitor Settings', below.
To specify Monitor Settings
NOTE:This configuration requires you to select the queue being monitored for the queue control plan
conditions. You then specify the queue or Directory Number upon which action is taken once the
monitored queue meets the specified conditions.
1. Under Monitor Settings, after Monitor, click the Browse button, select a queue to monitor
and click OK.
2. Specify whether action will be taken on the Current Queue.
The Current Queue is the queue to which the plan is assigned.
3. Alternatively, specify whether action will be taken on a Directory Number.
4. Alternatively, for action to be taken on an Alternate queue, click the Browse button, select
the queue, and click OK.
5. Click Save.
Follow the steps under To specify when queue control plan conditions are evaluated, below.
To specify when queue control plan conditions are evaluated
1. Click YourSite=>Queues.
2. Select the queue and click the Interactive queue control tab.
3. Select the Queue uses Interactive Contact Center queue control check box.
4. After Interactive Contact Center queue control schedule, click the Browse button.
5. Select a schedule and click OK.
To create a new schedule, see "Creating and modifying schedules" on page 129.
6. Click Save.
Follow the steps under To associate the control plan to a queue, below.

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To associate the control plan to a queue

1. Click YourSite=>Queues.
2. Select the queue and click the Interactive queue control tab.
3. Select the Queue uses Interactive Contact Center queue control check box.
4. After Interactive Contact Center queue control plan, click the Browse button.
5. Select a queue control plan and click OK.
6. Click Save.
To remove a control schedule from a queue
NOTE:Removing control schedules prevents the queue control plan from running. If you remove a
queue control schedule, you must add another in order to use the queue control plan.
1. Click YourSite=>Queues.
2. Select the queue and click the Interactive queue control tab.
3. After Interactive Contact Center queue control schedule, click the Clear button.
To create a new schedule, see "Creating and modifying schedules" on page 129.
4. Click Save.
To remove a queue control plan from a queue
1. Click YourSite=>Queues.
2. Select the queue and click the Interactive queue control tab.
3. After Interactive Contact Center queue control plan, click the Clear... button.
4. Click Save.
To delete a queue control plan
1. Click YourSite=>Enterprise=>Queue Control Plan.
2. Select the queue control plan and click Delete.
3. When prompted, click OK.
4. Click Save.

Adding queue groups

NOTE: Ring Groups are supported in Reporting queue groups only. Ring Groups can be grouped
with ACDpaths in Reporting queue groups. Ring Groups are not supported in Virtual and Unified
Queue Groups.
Administrators can group queues for common purposes. There are three kinds of queue groups
available:
l Reportinggroups queues together for reporting and viewing their activities in real-time
l Mitel Virtualgroups queues across telephone systems that load balance ACD calls
between multiple queues.
l Unified Queue Groupgroups queues of different media types that handle contacts for the
same service group in a contact center. For more information, see the Multimedia Contact
Center Installation and Deployment Guide.

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Adding Reporting queue groups

Reporting queue groups enable administrators to run reports on activities for the grouped queues and
view queue group activities in real time. Both voice queues and Ring Groups can be added to the
same queue group, but ACD queue statistics that do not apply to Ring Groups will display as 0 in
real-time monitors and reporting.
The following procedures explain how to:
l Add a Reporting queue group
l Associate a queue to a Reporting queue group
l Remove a queue from a Reporting queue group
To add a Reporting queue group
1. Click YourSite=>Queue groups.
2. Click Add=>Reporting.
3. Type a Name.
4. Type a Reporting number.
5. Click Save.
To associate a queue to a Reporting queue group
1. Click YourSite=>Queue groups.
2. Select a Reporting queue group from the list.
3. On the Membership tab, under Available members, select a queue and click > to move the
queue to the Selected members list.
4. Click Save.
To remove a queue from a Reporting queue group
1. Click YourSite=>Queue groups.
2. Select a Reporting queue group from the list.
3. On the Membership tab, under Selected members, select a queue and click < to move the
queue to the Available members list.
4. Click Save.

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Adding Virtual queue groups

Virtual queue groups are comprised of two or more queues across multiple ACD routing systems
that all send ACD voice contacts to the same pool of agent groups, in order to offer virtual queue
resiliency. When transferring a call to a virtual queue group, the queue on the local ACD routing
system is tried first and, if it is unavailable, the next queue in the group is tried.This is done until the
call can be transferred to an available queue.
Queues within a Virtual queue group must have the same reporting numbers, the same agent groups,
and different dialable numbers. For example, in Figure 6 below, the virtual queue group is made from
two queues on two different ACD routing systems:
l PBX 1: Queue 7000: reporting number P700, dialable 7000 on PBX1, queue 700, 701, 702
assigned
l PBX 2: Queue 7001: reporting number P700, dialable 7001 on PBX2, queue 700, 701, 702
assigned

Figure 6: Virtual queue group

Virtual queue groups provide the ability to merge multiple queues into a single visual representation
in Interactive Visual Queue and provide callers with an accurate position in queue through the
MiContact Center UPiQ Service.
If you are licensed for IVR or Messaging and Routing, virtual queue groups can be used to provide
resiliency paths for activities such as Transfer.
NOTE:
l Although Virtual queue groups are added and configured under Queue Groups in YourSite
Explorer, a virtual queue group is treated as a singular entity.
l Ring Groups are not supported for virtual queue groups.

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The following procedures explain how to:

l Add a Virtual queue group
l Associate queues to a Virtual queue group
l Remove queues from a Virtual queue group
l Create a virtual queue group using the Virtual Queue Group button
To add a Virtual queue group
1. Click YourSite=>Queue groups.
2. Click Add=>Mitel Virtual.
3. Type a Name.
4. Type a Reporting number.
5. Click Save.
To associate queues to a Virtual queue group
1. Click YourSite=>Queue groups.
2. Select a Virtual queue group from the list.
3. On the Membership tab, under Available members, select a queue and click > to move the
queue to the Selected members list.
Repeat as necessary.
4. Click Save.
To remove queues from a Virtual queue group
1. Click YourSite=>Queue groups.
2. Select a Virtual queue group from the list.
3. On the Membership tab, under Selected members, select a queue and click < to move the
queue to the Available members list.
Repeat as necessary.
4. Click Save.
To create a virtual queue group using the Virtual queue group button
1. Click YourSite=>Queues.
2. Select the queues you want to be part of the Virtual queue group
NOTE: Queues must be identically configured, with the exception of media servers and
dialable numbers.
3. In the ribbon, click Queue Tools.
4. Click Create virtual queue group.
5. After Name, enter the name for the virtual queue group
6. If you want to change the reporting number of the virtual queue group, after Reporting
number, enter the reporting number
By default, the reporting number will be the same as the member queues.
7. Click Save.

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Adding extensions
When you perform Synchronization, YourSite Explorer is configured to mirror the phone set
extension numbers/base directory numbers (DNs) on the telephone system.
If you have traditional agents that can sit at multiple locations within your organization, hot desking
agents, or general business hot desking extensions, we recommend you give these base extensions
generic names based on the position of the physical DNs (for example, Base DN: Floor 2, Desk 1).
We recommend only general business hot desking extensions assigned to specific hot desking
users be given user-based names (for example, Hot desking extension: John, Smith). If you have
traditional ACD agents who sit at the same desk every day, or traditional extension phone sets that
belong to single users, we recommend that the base DNs be configured with the user's names.
NOTE:
l If you have enabled agent greeting functionality for a site, you must create one or more agent
greeting ports on the same media server that your agents belong to. The Record Agent
Greeting workflow (configured on the media server) uses this port to call the agent for
message recording. There is no license required for agent greeting ports, but there is a limit of
120 simultaneously open agent greetings and UPiQ ports for every MiVoice Business
controller.
l Agents are programmed in YourSite Explorer. If agents are in a clustered environment but not
hot desking and not resilient, the agent names will not display on the telephone switch.
In order to provide Contact Center Work Timer functionality in Contact Center Client, every
traditional agents extension or every hot desking Agent ID must be enabled with a MiTAI monitor.
When read/write is enabled on a media server, changes made to extensions may be written back to
the media server depending on the type of extension being changed. Changes made by adding or
deleting the following extension types are written back to the media server:
l Agent greeting
l App server port
l Hot desk user
l Outbound port 5020 IP
l Messaging port 5020 IP
l RAD port 5020 IP
l UPiQ port 5020 IP
l Voice softphone
Changes made by adding or deleting the following extension types are not written back to the media
server:
l Attendant console
l Auto-attendant
l Voice
l Voice mail
For extensions that already exist on the media server, edits to any extension type in YourSite
Explorer will update the Name and Class of Service of that extension on the media server.

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For information about enabling read/write on the media server, see "Enabling write-back
functionality" on page 50.
NOTE:
l Prior to Version 8.1, all voice softphone extensions created in YourSite Explorer had the
setting ACD Enabled applied when written back to the ACD routing system. In Version 8.1+,
this setting can be set or removed for the extension in YourSite Explorer. ACD Enabled
extensions can be added as members of Ring Groups, but they cannot be made present to the
Ring Group. This is a restriction imposed by MiVoice Business. Ring Group Member
extensions with ACD Enabled will not receive calls sent to the Ring Group. If a hot desking
agent logs into an ACD Enabled extension, they will go out of service and not be updated in
the real-time monitors. To remove ACD Enabled from extensions in YourSite Explorer, see
the following procedures.
l For information on configuring extensions for IVRRouting, see "Configuring extensions" on
page 211.
l Workgroup does not support Contact Center resiliency. You cannot program failover media
servers for ACD agents or extensions.
The following procedures explain how to:
l Add an extension
l Configure 3300 ICPextension options
NOTE: Failover media servers for extensions must be configured on your telephone system
and synchronized into YourSite Explorer.
l Enable a Hot Desk User for external hot desking
See "Enabling external hot desk agents" on page 95.
NOTE: Some fields and tabs are only available to certain extension types.
To add an extension
1. Click YourSite=>Extensions.
2. Click Add.
3. After Name, enter a name for the extension.
4. After Reporting/Dialable number, enter the extensions dialable number.
5. After Extension type, select an extension type from the drop-down list.
6. After Media server, click the Browse button.
7. Select a media server and click OK.
8. Select the Disable real-time monitoring and data collection on this device check box if
you do not want to enable the extension to be set with a MiTAI monitor, viewed in Contact
Center Client, and use Contact Center Softphone or Salesforce.com Connector.
By default, this check box is not selected.
9. To license this extension, select License this Extension.
Unlicensed extensions will not be updated in Contact Center Client real-time monitors and
cannot be reported on or costed with Business Reporter.
10. After Notes, enter any other information for administrators about the extension.
11. Click Save.

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To configure 3300 ICP extension options

1. Select an extension and click the 3300 ICP tab.
2. Select the Class of Service for the extension from the drop-down list.
3. If you want this extension enabled for ACD, select ACD enabled.
4. Click Save.
To enable a Hot Desk User for external hot desking
1. Click YourSite=>Extension.
2. Select a Hot Desk User extension and click the 3300 ICP tab.
3. Select External hot desk user enabled.
Extensions that are enabled as external hot desk users can handle non-ACD calls while
logged in externally.
4. After External dialing prefix, type the dialing prefix for the external device to which calls will
be routed.
5. After External dialing number, type the dialing number for the external device to which calls
will be routed.
6. Click Save.

Adding extension groups

After adding extensions, you add extension groups and associate extensions with these groups.
To add an extension group
1. In YourSite Explorer, in the left pane, click YourSite.
2. Under Devices, click Extension groups.
3. Click Add.
4. Type a Name and a Reporting number for the extension group.
5. On the ribbon, click Save.

Associating extensions with extension groups

To associate an extension with an extension group
1. In YourSite Explorer, in the left pane, click YourSite.
2. Under Devices, click Extension groups.
3. Select an extension group from the list.
4. On the Membership tab, under Available members, select an extension and click > to move
the extension to the Selected members list.
5. On the ribbon, click Save.

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Adding trunks
NOTE:
l If you want to report on SMDR information for SIP trunks you must ensure your SMDR tag is
numbered.
l We recommend you name trunks and trunk groups in a way that helps you identify them as
either SIP or TDM trunks, enabling the trunk type to be easily identified in reports.
To add a trunk
1. In YourSite Explorer, in the left pane, click YourSite.
2. Under Devices, click Trunks.
3. Click Add.
4. Type a Name and a Reporting number for the trunk.
5. Click the Browse button and select a Media server to associate with the trunk.
6. On the ribbon, click Save.

Adding trunk groups

You add trunk groups and then associate trunks with the trunk groups.
NOTE:
l If you have Traffic Analysis and/or Business Reporter and use the same trunk group numbers
across multiple telephone systems, you must associate each trunk group with a media server.
l We recommend you name trunks and trunk groups in a way that helps you identify them as
either SIP or TDM trunks, enabling the trunk type to be easily identified in reports.
If you have Traffic Analysis and/or Business Reporter and use the same trunk group numbers across
multiple telephone systems, you must associate each trunk group with a media server.
To add a trunk group
1. In YourSite Explorer, in the left pane, click YourSite.
2. Under Devices, click Trunk groups.
3. Click Add.
4. Type a Name and a Reporting number for the trunk group.
5. Click ... and select a Media server to associate with the trunk group.
6. On the ribbon, click Save.

Associating trunks with trunk groups

To associate a trunk with a trunk group
1. In YourSite Explorer, in the left pane, click YourSite.
2. Under Devices, click Trunk groups.
3. Select a trunk group from the list.
4. On the Membership tab, under Available members, select a trunk and click > to move the
trunk to the Selected members list.
5. On the ribbon, click Save.

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Adding DNIS
Dialed Number Identification Service (DNIS) is a feature of toll-free lines that identifies the telephone
number the caller dials. This assists agents who handle calls for more than one business or product
line. Each business or product line has its own toll-free number. When a caller dials a toll-free
number, the telephone system forwards information to the agent allowing the agent to identify who
the caller dialed. For example, a caller dials a toll-free number for a cruise line. The telephone system
sends a script to the agent along with the call. The agent then knows to answer 'Good morning.
Thank you for calling Southern Cruises', instead of the name of another cruise line serviced by the
center.
To add a DNIS
1. Click YourSite=>DNIS.
2. Click Add.
3. Specify DNIS identification information and click the Browse button to select the media
server for the DNIS.
4. After Short Abandon, type the duration for the call abandon parameter for DNIS call
statistics. If the abandon time is less than the call abandon parameter, then the call is a short
abandon call and is not included in the DNIS call statistics (for example, type 5 to define a
short abandon call as a call that lasts less than 5 seconds).
5. After Service Level, type the Service Level time.
6. If you have Business Reporter, select a carrier plan, call type, and call rate.
7. Click Save.

Adding DNIS groups

After adding DNIS, you can create DNIS groups and then associate DNIS numbers for specific
businesses or product lines to those groups.
To add a DNIS group
1. Click YourSite=>DNIS groups.
2. Click Add.
3. Type a Name and a Reporting number for the DNIS group.
4. On the ribbon, click Save.

Associating DNIS to DNIS groups

To associate a DNIS with a DNIS group
1. Click YourSite=>DNISgroups.
2. Select a DNIS group from the list.
3. On the Membership tab, under Available members, select a DNIS and click > to move the
DNIS to the Selected members list.
4. Click Save.

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Adding Account Codes

Account Codes can be verified, non-verified, or forced.
l Verified and Non-Verified Account Codes
Verified and Non-Verified Account Codes allow callers to complete a call without entering a
code. These codes are used to categorize calls or portions of calls. You define Account
Codes in the YourSite database to generate reports for specific departments, services, and
companies. For example, an agent who receives calls for three catalog companies enters
Account Code 01 for calls to company X, Account Code 02 for calls to company Y, and
Account Code 03 for calls to company Z. When you configure the Account Codes, MiContact
Center generates reports on the number, origin, and handling of calls for each of the
departments, services, or companies.
l Forced Account Codes
Both Verified and Non-Verified Account Codes can be forced. With Forced Verified Account
Codes, you must enter the Account Code as soon as the phone is off-hook. With Forced Non-
Verified Account Codes, you must enter the Account Code after you dial the phone number.
For example, you might have 03 programmed on the telephone system as the trunk access
code for calling England. Before you make a call to England, you must preface the telephone
number with the Account Code 03, otherwise the call will not go through. To report on these
verified Account Codes, you define them in the YourSite database.
NOTE:
l If you will used Forced Account Codes and have a Make Busy button programmed on your
Mitel phone set, you must remove the Make Busy button, or Forced Account Codes will not
work with Interactive Contact Center and Contact Center PhoneSet Manager.
l If a Forced Verified Account Code is not entered in before Work Timer expires, then a -1 Non
Compliant Code will be automatically assigned to the call.
You can add Account Codes for accounting for a segment of an ACD contact. For example, in a
contact center helping callers with software issues, you could use Account Codes to identify the
duration of discovery, reproduction, troubleshooting, and resolution for caller-found bugs. Agents can
tag incoming calls or multimedia contacts with Account Codes for various services. Account Codes
not associated to a specific employee can be used by all employees when handling contacts.
Agents who work for companies that use MiContact Center can use Account Codes to gain access
to outside lines (see "Managing employee extensions and Account Codes" on page 89).
If you are adding Account Codes to be used by voice agents, you print a copy of your telephone
system assignment forms to use as a guide for programming. If you are adding Account Codes to be
used by email and chat agents, you enter Account Code reporting numbers of your choice.
You can label Account Codes as call classification codes. This option associates the entire handling
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To add an Account Code

1. Click YourSite=>Account Codes.
2. Click Add.
3. Type a Name and Reporting number for the Account Code.
4. If the Account Code will be used as a call classification code, select the Use as
Classification Code check box.
NOTE:
l When the 'Use as Classification Code' check box is selected, the Account Code
duration spans from the time the call arrives until the call ends. When you deselect the
'Use as Classification Code' check box, the Account Code duration spans from the
time the code was entered until the next code is entered or the call ends.
l As a best practice, we recommend you name all call classification codes for easy
identification or group call classification codes in Account Code groups.
5. Click Save.

Adding Account Code groups

You can create Account Code groups to group similar Account Codes or to differentiate traditional
Account Codes and call classification codes. Agents can readily identify and select appropriate
Account Codes using the soft phone, Ignite, or Interactive Contact Center and supervisors can
report on Account Code groups.
To add an Account Code group
1. Click YourSite=>Account Code groups.
2. Click Add.
3. Type a Name and Reporting number for the Account Code group.
4. Click Save.

Associating Account Codes with Account Code groups

To associate an Account Code with an Account Code group
1. Click YourSite=>Account Code groups.
2. Select an Account Code group from the list.
3. On the Membership tab, under Available members, select an Account Code and click > to
move the Account Code to the Selected members list.
4. Click Save.

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Adding Account Code categories

NOTE:Account Code categories are supported for Ignite (DESKTOP) only. Ignite (WEB) enables
agents to filter Account Codes rather than sorting them by categories.
Account Code categories can be used to provide a hierarchical and grouped listing of the Account
Codes available to agents and employees. Once you have configured Account Codes, they can be
nested under specific Account Code categories. An Account Code can only be in one category.
Classification Codes, which are treated the same way as Account Codes, can optionally be nested
in Account Code categories.
Account Code category availability to agents and employees can optionally be controlled using
MiContact Center security. When Account Code categories are enabled, MiContact Center reports
will display the Account Code category path (for example, Sales=>Automotive=>Tires).
To enable Account Code categories
1. Click YourSite=>Account Codes.
2. In the ribbon, click the Configuration tab.
3. Select Enable Account Codes categories.
To add an Account Code category
1. Click YourSite=>Account Codes.
2. In the ribbon, click the Configuration tab.
3. Ensure the Enable Account Codes categories check box is enabled.
4. Click Edit categories.
The Account Code category designer displays.
5. Using the Account Code category designer, add and name Account Code categories in the
left pane and then add the Account Codes you have configured, which display in the left pane
to the custom categories.
Account Code categories are sorted by category name and Account Code reporting number.
Account Code categories will display in soft phone toolbars or Ignite (DESKTOP) exactly as
you have designed them in the Account Code category designer.
NOTE:Categories that do not contain Account Codes will not be saved when the Account
Code category designer closes.

Defining ANIdata
Defining ANI data enables MiContact Center to gather information on area codes and geographic
regions for incoming calls. ANI data can be given to agents in screen pops, used to route calls to
appropriate endpoints, or used in reporting.
NOTE: ANI you want reported on for accounting purposes in Business Reporter should be added as
phone numbers as well. For more information on phone numbers, see "Adding phone numbers" on
page 127.
The following procedures explain how to
l Define ANIdata
l Delete ANIdata

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To define ANIdata
1. Click YourSite and, under Devices, click ANI=>Add.
2. After Name, type the geographical region to which the area code corresponds.
3. After ANI, type the area code for the geographical region.
4. To import ANI data from a .csv file, click Import and follow the steps under "Importing a range
of devices using a .csv file" on page 77.
5. Click Save.
To delete ANI data
1. Click YourSite=>Devices=>ANI.
2. Select the ANIand click Delete.
3. When prompted, click OK.
4. Click Save.

Adding Make Busy Reason Codes

Voice agents can place themselves in Make Busy using their phone sets or Ignite, provided the
Make Busy with Reason option is enabled on the telephone system. Using Interactive Contact
Center or Ignite, agents can place themselves in Make Busy with reason in Contact Center Client or
Ignite, and supervisors can place agents in Make Busy with reason in Contact Center Client. Agents
enter Make Busy Reason Codes to indicate why they are placing themselves in Make Busy and not
answering contacts.
MiVoice Business supports single digit Make Busy Reason Codes. Make Busy Reason Codes
programmed on MiVoice Business are not synchronized with MiContact Center and must be added
manually if you want to report on them and view their use in real time.
MiContact Center enables you to configure double digit Make Busy Reason Codes. Double digit
Make Busy Reason Codes can be any combination of numbers provided the first digit is not a 0.
Double digit Make Busy Reason Codes can only be used by agents using Ignite, Contact Center
PhoneSet Manager, or Contact Center Softphone. Make Busy Reason Codes configured in YourSite
Explorer are not written back to MiVoice Business.
Four MakeBusy Reason Codes are configured by default with MiContact Center and cannot be
deleted from YourSite Explorer:
l The -1 Make Busy Reason Code (System Make Busy Code) is allocated by the Enterprise
Server when calls or multimedia contacts are requeued.
l The -2 Make Busy Reason Code (Resize Timer) is allocated when hot desking agents are in a
non-ACD call or are off hook. This Code applies to voice only.
l The -3 Make Busy Reason Code (Contact Center Work Timer) is allocated when agents are in
Work Timer. This Code is specifically allocated for configurations that use Queue Work Timer
instead of the default Class of Service Work Timer.
NOTE:The -3 Make Busy Reason Code is no longer used in Version 8.1+. However, the
Code remains in the system in order to summarize Version 6.x data in reporting.
l The -4 Make Busy Reason Code (Overloaded) is allocated when agents reach their Workload
maximum for a media type. For more information on Workload, see "Managing employee
Workload" on page 87.

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To add a Make Busy Reason Code

1. Click YourSite=>Make Busy Reasons.
2. Click Add.
3. Type a Name and Reporting number for the Make Busy Reason Code.
Single digit reporting numbers can use any digit between 1-9. Make Busy Reason Code 0 is
reserved for telephone system Make Busy. Double digit reporting numbers can use any
combination of numbers provided the first digit is not a 0.
4. Click Save.

Adding Do Not Disturb (DND) Reason Codes

Interactive Contact Center enables supervisors to control the availability of agents and ACD
queues. Likewise, agents can control their own availability, including placing themselves in or
removing themselves from Do Not Disturb. There are many reasons why agents are placed in Do
Not Disturb. You add these reasons in YourSite Explorer.
To add a Do Not Disturb Reason Code
1. ClickYourSite=>DNDReason Codes.
2. Click Add.
3. Type a Name and Reporting number for the Do Not Disturb Reason Code.
4. Click Save.

Adding phone numbers

Phone numbers are used for running Call Accounting reports. The phone number device enables you
to
l Add area codes/city codes, city exchange information, and contacts.
l Edit location information that displays in reports.
NOTE: Area codes you want to use in MiContact Center to provide data to agents, route calls to
appropriate end points, and use to report on contact center functions should be added as ANI. For
more information on ANI, see "Defining ANIdata" on page 125.
When adding a phone number to the database, you select
l Area/City code when you are adding or updating the area code for a province/state/city
For the phone number 613-599-0045, 613 is the area code.
l City exchange when you are adding a new exchange
For the phone number 613-599-0045, 599 is the city exchange (Kanata).
l Contact when you are adding a phone number with contact information
For the phone number 613-599-0045, 5990045 is the contact.
To add a phone number area/city code
1. In YourSite Explorer, in the left pane, click YourSite.
2. Under Devices, click Phone numbers.
3. Click Add=>Add an area/city code.
4. Select a country and type an area/city name and area code.
An area can be a city, region, province, or state.
5. Click Save.

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To add city exchange information

1. In YourSite Explorer, in the left pane, click YourSite.
2. Under Devices, click Phone numbers.
3. Click Add=>Add a city exchange.
4. After Country, select a country.
5. After Area/City name, select a city, region, province, or state (for example, Greater Toronto
Area).
6. After City name, type the name of a city or suburb (for example, Thornhill).
7. After City/Exchange, type a city exchange number (for example, 231).
For the phone number 416-231-5555, 231 is the city exchange.
8. Click Save.
To add phone number contact information
1. In YourSite Explorer, in the left pane, click YourSite.
2. Under Devices, click Phone numbers.
3. Click Add=>Add a contact.
4. After Country, select a country.
5. After Area/City name, select a city, region, province, or state (for example, Washington).
6. After City name (optional), select a city or suburb (for example, Des Moines).
7. Type a contact name and number.
This information displays in the Phone Number Accounting Trace and Phone Number Group
Accounting Trace reports.
8. If you want to hide the contact name and number in reports select the Hide the name and
number in reports check box.
9. On the ribbon, click Save.

Adding phone number groups

You can associate Phone numbers with Phone number groups. Phone number groups are added in
YourSite Explorer and then Phone numbers are associated with them.
To add a Phone number group
1. In YourSite Explorer, in the left pane, click YourSite.
2. Under Devices, click Phone number groups.
3. Click Add.
4. Type a Name and Reporting number for the Phone number group.
5. Click Save.

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To associate a Phone number with a Phone number group

1. In YourSite Explorer, in the left pane, click YourSite.
2. Under Devices, click Phone number groups.
3. Select a phone number group from the list.
4. On the Membership tab, under Available members, select a Phone number and click > to
move the Phone number to the Selected members list.
5. Click Save.

CONFIGURING BUSINESS HOUR SCHEDULES

MiContact Center performs certain tasks during business hours and other tasks after business
hours. You create schedules to specify your business' hours of operation and to apply these hours to
devices. For example, a business schedule applied to a queue will open and close the queue in
alignment with that schedule. You can create yearly or seasonal schedules.
For example, Multimedia Contact Center can send business hour auto-response messages to
customers contacting you during business hours, and after hours auto-response messages to
customers contacting you after hours. Applying a schedule to a Multimedia Contact Center workflow
tells the system when to send each type of message.
MiContact Center ships with two default schedules: The default 24/7 schedule for businesses that
operate 24 hours a day, seven days a week, and the default Monday to Friday 9:00 AM to 5:00 PM
schedule. You can modify these schedules according to your business needs. You can also create
schedule exclusion lists, which enable you to omit days such as national holidays from schedules.
See "Managing schedule exclusion lists" on page 130.
The following procedures tell you how to
l Create and modify schedules
l Manage schedule exclusion lists

CREATING AND MODIFYING SCHEDULES

The schedules you create do not expire. The weekly schedule configuration applies week after week
until you change the schedule or apply a different schedule to the device. You can exclude specific
dates from the schedule for national holidays.
To create a schedule
1. Select YourSite=>Schedules.
2. Click Add.
3. After Name, a descriptive name for the schedule.
4. To apply a schedule exclusion list, click the Browse button.
5. Select an exclusion list to apply and click OK.
NOTE:The Schedule exclusion list specifies days to be omitted from the schedule. To create
a schedule exclusion list, or to edit an existing schedule exclusion list, see "Managing
schedule exclusion lists" on page 130.
6. After Start time, type the business day start time for each day of the week.

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7. After End time, type the business day end time for each day of the week.
8. After Disable for day, select the check box for each day your business is closed.
9. Click Save.
To modify a schedule
1. Select YourSite=>Schedules.
2. Select the schedule to modify.
3. After Name, type a new name for the schedule. For example, Monday to Friday 8:00 AM to
6:00 PM.
4. After Schedule exclusion list, click the Browse button.
5. Select a schedule exclusion list to apply to the schedule and click OK.
NOTE:The Schedule exclusion list specifies days to be omitted from the schedule. To create
a schedule exclusion list, or to edit an existing schedule exclusion list, see "Managing
schedule exclusion lists" on page 130.
6. After Start time, type the new business day start time for each day of the week.
7. After End time, type the new business day end time for each day of the week.
8. After Disable for day, select the check box for day your business is closed.
9. Click Save.

Managing schedule exclusion lists

Schedule exclusion lists enable you to omit days from schedules you create. For example, you can
use a schedule exclusion list to omit national holidays from a yearly schedule.
The following procedures show you how to
l Create and apply new exclusion lists to schedules
l Apply existing exclusion lists to schedules
l Remove exclusion lists from schedules
l Edit and remove dates from schedule exclusion lists
l Delete exclusion lists from YourSite Explorer
NOTE:To edit or delete a list you must first select a schedule with an exclusion list already applied
to it. You can then access schedule exclusion lists, and the buttons for editing and deleting lists, by
clicking Manage schedule exclusion list.
To create and apply a new exclusion list to a schedule
1. Click YourSite=>Schedules.
2. Click Add.
3. Click Manage schedule exclusion list.
4. After Name, type the name of the exclusion list.
NOTE:To create a new list for a schedule with an exclusion list already applied to it, click
'Add' and follow steps 4 onward.
5. On the calendar, click the dates to exclude from the schedule.

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6. Click Save.
7. To apply the exclusion list to the selected schedule, click Apply. Otherwise, close the
schedule exclusion list designer window.
8. Click Save.
To apply an existing exclusion list to a schedule
1. Click YourSite=>Schedules.
2. Select the schedule to which you will apply a schedule exclusion list.
3. After Schedule exclusion list, click the Browse button.
4. Select a schedule exclusion list and click OK.
5. Click Save.
6. Repeat these steps for other schedules to which you will apply the exclusion list.
To remove an exclusion list from a schedule
1. Click YourSite=>Schedules.
2. Select the schedule from which you will remove a schedule exclusion list.
3. After Schedule exclusion list, click the Clear button.
4. Click Save.
To edit and remove dates from an exclusion list
1. Click YourSite=>Schedules.
2. Select a schedule with an exclusion list applied to it and click Manage schedule exclusion
list.
3. Click Edit.
4. To add new dates, select the dates from the calendar.
5. To remove dates, select the dates from the list and click Remove.
6. To remove all dates, click Clear.
7. Click Save
8. To apply changes to the schedule, click Apply.
To delete an exclusion list from YourSite Explorer
1. Click YourSite=>Schedules.
2. Select a schedule with the exclusion list to delete.
NOTE:If you are deleting exclusion lists as part of clean-up, select any schedule with an
exclusion list applied to it and follow the steps below.
3. Click Manage schedule exclusion list.
4. From the drop-down list, select the exclusion list you want to delete.
5. Click Delete.
6. Click Save.

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Applying schedules
You can apply the schedules you create to
l Media servers
l Queues
l Workflows, if you are licensed for IVR or Messaging and Routing.
See "Configuring the Schedule activity" on page 321.
l Alarms
l WallBoarder sign plan business hour and scheduled messages
l Interactive Contact Center queue control
See "Opening and closing voice queues using business hour schedules" on page 111.

MONITORING AND ALARMING SUBSYSTEM

MiContact Center uses a centralized alarming system configured in YourSite Explorer. The
MiContact Center Maintenance AlarmDispatcher Service is located on the Enterprise Server and
performs server maintenance activities as well as controlling all alarming in the network. Alarm
notifications are sent for each device that is triggering an alarm and is distributed in the following
ways:
l Email: Summary emails are sent to valid email subscribers and list all current, active alarm
statuses as well as a list of alarms that triggered the alert. Emails contain the most recent
alarm changes followed by a list sorted by priority.
l RSS: An RSSfeed is published on the server and can be subscribed to by anyRSSreader
that has been given access to the server.
l Start Page: A list of currently active MiContact Center alarms with a Knowledge Base article
list of descriptions, severities, impacts on contact centers, and troubleshooting information
can be viewed on the Start Page of YourSite Explorer. The Start Page displays alarms by
priority. See "YourSite Explorer Start Page" on page 33.
By default, alarms are configured to expire after 24 hours.
The MiContact Center Server Monitor is a standalone service that is deployed on each server in the
enterprise. It monitors performance counter values based on alarm configuration, collects external
alarm data from services, and notifies the MiContact Center Maintenance AlarmDispatcher Service
when alarm states surpass configured thresholds.
Alarms may also be viewed with the Enterprise Status icon and RSS feed link, located in the lower-
right corner of the YourSite Explorer and Contact Center Client windows and in the upper-right corner
of CCMWeb. In order to view the Enterprise Status icon and RSSfeed link in all of the applications
in which they are present, we recommend you log in as an Administrator.
The Enterprise Status icon is a circular, colored status indicator. The color indicates the highest level
of severity for all alarms currently alerting (Normal = Green, Minor = Yellow, Major = Orange, Critical
= Red, Unknown = Gray). If you subscribe to the RSS feed you will be notified with changes to alarm
states in your RSS reader. If you dont subscribe to the RSS feed, you can click the RSS feed link
and view active alarms in your default browser. The RSS feed does not automatically refresh and
must be refreshed manually.

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In addition to receiving notification of alarms, you can quickly view Enterprise status and active
alarms using the YourSite Explorer Start Pages Alarms tab. The Alarms tab consists of two panes:
the Feed Preview and the Mitel Knowledge Base pane. The Feed Preview contains an RSS feed of
the active alarms. The Mitel Knowledge Base pane contains a table of contents linking to relevant
Knowledge Base (KB) articles for each alarm. Each KB article contains a description of the reason
for the alarm, the severity of the alarm, the impact on contact centers, and troubleshooting steps.
If you have multiple servers and you want to be able to determine which server is emailing an alarm,
you can set up a unique 'From' address for the emails delivered from the MiContact Center server in
the 'From Name' field of the Outgoing tab in the mail server configuration window in YourSite
Explorer.
Alarms are categorized based on the type of data they analyze. There are three types of alarms:
l Performance counter and Registered services performance counter alarms: based on
performance counters
l Media server alarms: independently tracked for each media server
l General alarms: all other alarms
The following procedures explain how to
l Configure Performance counter and Registered services performance counter alarms
l Configure Media server alarms
l Configure General alarms
l Disable or enable alarms
l Temporarily disable ('Snooze') alarms
These configurations take place in YourSite=>Alarms.
To configure Performance counter and Registered services performance counter alarms
1. Select the Performance counter or Registered services performance counter alarm you
want to configure and click the General tab.
2. To specify an SNMP category in which the alarm displays, after Category, select a category
type from the drop-down list.
3. Set Minor, Major, and Critical thresholds and threshold alert delays for the alarm.
NOTE:Thresholds determine the severity of the alarm when the specified condition is met.
The threshold alert delay settings determine the how long an alarm state is active before an
alarm is triggered and notification is sent.
4. To disable a threshold, from the drop-down list next to the threshold select Disabled.
5. To be notified when the alarm value changes, select the Re-alert on value change check
box.
6. Click the Actions tab.
7. To send subscribers emails of alarms when the alarm is triggered, under Email action, select
the Enabled check box.
8. Click Browse and select a Business hours schedule to apply to the alarm.
9. To receive notifications of critical alarms, outside of business hours, select the Ignore
business hours for critical alerts check box.
10. Click Save.

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To configure Media server alarms

1. Select the Media server alarm you want to configure and click the General tab.
2. To specify a category in which the alarm displays, after Category, select a category type from
the drop-down list.
3. After Severity, select the level of severity to apply to this alarm (Minor, Major, or Critical).
4. After Alert delay, select how long the alarm state is active before an alarm is triggered and
notification is sent.
5. To disable the alarm for specific media servers, after Disable media servers, click the
button, select the media server from the Select disabled media servers window, and click
OK.
6. To clear a disabled media server selection, click Clear.
7. Click the Actions tab.
8. To send subscribers emails of alarms when the alarm is triggered, under Email action, select
the Enabled check box.
9. Click the Browse button and select a Business hours schedule to apply to this alarm.
10. To receive notifications of critical alarms, outside of business hours, select the Ignore
business hours for critical alerts check box.
11. Click Save.
To configure General alarms
1. Select the General alarm you want to configure and click the General tab.
2. To specify an SNMP category in which the alarm displays, after Category, select a category
type from the drop-down list.
3. After Severity, select the level of severity to apply to this alarm (Minor, Major, or Critical).
4. After Alert delay, select how long the alarm state is active before an alarm is triggered and
notification is sent.
5. Click the Actions tab.
6. To send subscribers emails of alarms when the alarm is triggered, under Email action, select
the Enabled check box.
7. Click the Browse button and select a Business hours schedule to apply to this alarm.
8. To receive notifications of critical alarms, outside of business hours, select the Ignore
business hours for critical alerts check box.
9. Click Save.
To disable or enable an alarm
1. To disable an alarm, select the alarm and click the General tab.
2. Click Disable.
3. Click Save.
4. To re-enable an alarm, select the alarm and click the General tab.
5. Click Enable.
6. Click Save.

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To temporarily disable (Snooze) an alarm

1. Select the alarm to disable and select the General tab.
2. Click Snooze and, from the drop-down list, select how long the alarm will be disabled.
3. To customize the snooze duration, from the Snooze drop-down list select Custom and set
the date and time at which the alarm reactivates.
4. Click Save.

VALIDATING CONFIGURATION AND CLEARING ALARMS

The Validate button manually triggers a validation of your contact center system configuration by
going through Class of Service system options, SMDR options, agent groups, voice queues, and
media servers, firing or clearing alarms as appropriate. Validation automatically takes place with the
synchronization that occurs during nightly maintenance, but manual validation is required to clear
some alarms.
To validate YourSite Explorer configuration
1. In YourSite Explorer, click the Tools tab.
2. Click the Validate button.

CONFIGURING SECURITY SETTINGS

You create security roles if you want to restrict employees from specific devices and MiContact
Center application areas that their licensing would otherwise enable them to access.
NOTE: In order for you to assign security roles, your account must be associated with a security role
that has May manage security enabled.
Every time you run the MiContact Center installation, a default user is created. The default gives
both the Mitel staff and the installer the assurance that there is at least one account with which to
gain access to the CCMWeb website. After you install MiContact Center, you must change the
default account password to a unique password. See "Changing the default administrator password"
on page 20.
MiContact Center has three default security settings:
l Local administrator and Enterprise administrator: These settings provide employees full
access to all MiContact Center applications (to which the contact center and employees are
licensed) and devices, and allow Write Back for synchronization.
l Agent role: This setting provides employees with a restricted security role. It includes
access to Contact Center Client, Employee Portal, and Ignite. Default Agents can access
real-time monitors, customize the appearance of real-time monitors, access real-time online
chat in Contact Center Client, and control their own real-time status and presence.
Employee access to applications is limited by their security role and their licensing. An employees
security role defines the application areas an employee can access and licensing limits what
applications an employee can access. For example, an employee with the Enterprise administrator
security role but no supervisor license would not be able to access YourSite Explorer.

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The default user name and password are

l Username: _admin
l Password: _password
l Security Role: Enterprise Administrator
The MiContact Center default security role ('Enterprise Administrator') allows employees full access
to all of the MiContact Center applications (to which the contact center is licensed) and devices
including Write Back for synchronization.
Security roles have two components
l Basic
Basic security controls user access to the specific areas of MiContact Center.
l Advanced
Advanced security controls user access to customized lists of devices, real-time monitors,
profiles, reports, sites, and users.

CREATING AND APPLYING SECURITY ROLES

You can create security roles that have a number of combinations of basic and advanced
authorizations applied to them. For example, you can create a security role with minimal security
restrictions, granting users access to as many reports and applications as you designate. You do
this by leaving the security components listed under the Advanced tab set to 'Not restricted'.
Alternatively, you can create a security role that has full access to some MiContact Center
application areas but is restricted from accessing other sites, reports, devices, and application
components.
To create and apply a security role, you must
1. Ensure employees are configured in the YourSite database.
2. Create security lists (If you intend to use advanced security).
3. Configure basic security.
You can broadly restrict an employee from accessing an entire application area with basic
security. For example, you could restrict an employee from configuring devices in
YourSiteExplorer.
4. Optionally, configure advanced security.
You can restrict the employee from specific application components with advanced security.
For example, you could specify supervisors only view only employee reports (specific report
type) on the employees they manage (specific devices) through creating a report list and
restricting access to a specific report type and creating a device list and restricting access to
a specific group of employees
5. Assign the security role to one or more employees.

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CREATING SECURITY LISTS

You can use advanced security to restrict user access to sites, reporting, and real-time functions.
Before you can specify advanced security, you must create security lists (device lists, real-time
monitor lists, report lists, site lists, and user lists). Each list must contain the devices, real-time
monitors, reports, sites, and users to which employees are granted access. You can combine these
lists when you assign a security role. For example, you can specify advanced security that permits
users to create Employee Group Performance by Employee reports (specific report list) on Kanata
employees (specific device list) only.
Use the following security lists to define advanced security:
l Device listDevice lists specify devices for which employees may view real-time
information. You create device lists to restrict access to statistics on specific employees. For
example, you might want a manager to view certain employees only (specific device - Kanata
employees). The device list must contain the device (employee group - in this case, Kanata
employees) to which the user may gain access. Devices include Account Code Group, Agent
group, DNIS group, Employee Division, Employee group, Extension Division, Queue group,
Team, Trunk Group, Voice extension group, and Voice mail extension group.
NOTE: If you add an agent to a device list, you must also add the associated employee.
l Report listYou create report lists to restrict users from viewing specific report types. For
example, you might want managers to view employee reports only (specific report category).
The report list must contain the reports the user may run. If you do not assign a report list to
the employee, then the employee will see every YourSite group and team when running
reports and monitoring real-time activities (unless a basic security role is assigned to that
employee that does not permit the employee to gain access to any reports).
l Profile listYou create a profile list to restrict users from managing specific real-time monitor
profiles.
l Site listYou create a site list to restrict users to accessing only certain sites.
l Real-time monitor listThe real-time monitor list specifies real-time monitors to which you
are granted access. You create a real-time monitor list to restrict access to particular real-time
monitors. The real-time monitor list must contain the monitors that the user will access.
l User listYou create a user list to restrict a user from chatting online with certain employees.
The user list must contain the employees with which the user may chat. For example, you
might want managers to chat online with only the employees they supervise. If Jane manages
Bill, Sue, and George, then you assign Jane an advanced security role that permits Jane to
chat with Bill, Sue, and George (the user list would contain Bill, Sue, and George).
l Card design listYou create a card design list to restrict users from managing card designs
(card designs specify the information displayed on agent, employee, and extension real-time
monitors).
If you are using Windows Authentication, you must also enable the following browser settings:
l Under Internet Options=>Security, enable Automatic logon with current user name and
password
l Under Internet Options=>Advanced, enable Enable Integrated Windows Authentication

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To create a security list

1. Under the Enterprise pane, click Security list.
2. Select the security list you want to create and click Add.
3. Type the list Name.
4. Type the list Description.
5. Click the Members tab.
6. If you are creating a device or reports list, after Filter by, select a category to narrow the items
that display in the list (for example, Agent group).
7. Select the check boxes of the members you want to include in the list.
8. Click Save.
To delete a security list
1. Under the Enterprise pane, click Security list.
2. Select the security list you want to create and click Delete.

CONFIGURING SECURITY ROLES

You can configure basic security to restrict user access to specific areas of CCMWeb and the
Contact Center Client, YourSite Explorer, Workforce Scheduling, Employee Portal, and Ignite
applications. Figure 7 shows the options available in the Basic security tab. For example, if you want
to restrict users from viewing Contact Center Client and Enterprise Configuration, then you must
create a security role with those characteristics.

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Figure 7: Basic security tab

Table 6 describes the specific setting options for YourSite Explorer synchronization for basic
security.

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Table 6: YourSite Explorer synchronization - security setting options

OPTION DESCRIPTION

If No Access is enabled you cannot configure Enterprise settings or devices in

No access
YourSite Explorer.

Allow Read Allow Read Access enables you to read Enterprise and device configuration
Access settings in YourSite Explorer.

Allow
Allow Read/Write Access enables you to read Enterprise and device configuration
Read/Write
settings in YourSite Explorer and write them to the YourSite database.
Access

Allow Full Control enables you to read Enterprise and device configuration settings
Allow Full
in YourSite Explorer, write them to the YourSite database, and write back devices
Control
programmed in YourSite Explorer to the telephone system.

You can configure advanced security to restrict access to reports, real time and Interactive Contact
Center statistics, Chat, sites, and real-time monitors. Advanced security options often require that
appropriate security lists be made. (See Figure 8).

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Figure 8: Advanced security tab

Many advanced security role options require the creation of a security list before the role can be
configured. Using these lists, you define a security role. See "Creating security lists" on page 137.
Security roles are assigned to employees in their General tab. See "Configuring general employee
information" on page 82.
If you are using Windows Authentication, you must also enable the following browser settings:
l Under Internet Options=>Security, enable Automatic logon with current user name and
password
l Under Internet Options=>Advanced, enable Enable Integrated Windows Authentication
To add a security role
1. In the Enterprise pane, click Security role.
2. Click Add a role.
3. Type a Role name.

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4. Type a Role description.

5. On the Basic tab, clear the check boxes of the items the user is not permitted to use.
If required, click the Advanced tab and specify advanced security.
6. Click Save.
To verify the properties of a security role
1. In the Enterprise pane, click Security role.
2. Click View adjacent to the security role for which you want to view properties.
You can assign the security roles to new users and to existing users.
To edit a security role
1. In the Enterprise pane, click Security role.
2. Click Edit beside the name of the security role you want to edit.
3. Make the desired changes to the security role.
4. Click Save.
NOTE: Users who are currently logged on will not be affected by changes made to their
associated role until the next time they log on.

VIEWING YOUR SECURITY ROLE PROPERTIES

Users with access to YourSite Explorer can view their own security role properties and determine
the application areas to which they have access. Only employees with access to YourSite Explorer
and whose security role permits managing security can change the security role properties of
employees.
To view the security role properties for your login credentials in YourSite Explorer
l Under Enterprise, click My Role Allowed.
To view the security role properties for your login credentials in CCMWeb
l Hover over My options and select My security role.

ASSIGNING SECURITY ROLES TO EMPLOYEES

NOTE: Users who are currently logged on will not be affected by changes made to their associated
role until the next time they log on.
To assign a security role to an employee
1. Select an employee
2. Click the General tab.
3. After Security role, click the Browse button.

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4. Select a security role.

The default Local Administrator and Enterprise Administrator allows employees full
access to all of the MiContact Center applications and devices (to which the contact center is
licensed) and for Write Back for synchronization.
NOTE: The default security role applied to new employees can be changed in the
Configuration tab of YourSite Explorer.
5. Click OK.
6. Click Save.

INTERACTIVE VISUAL QUEUE

Interactive Visual Queue is a Contact Center Client real-time monitor that enables supervisors to
both monitor and control the content in contact center queues.
Interactive Visual Queue includes a Queued media grid and an Abandoned media grid. In the Queued
media grid, supervisors and agents can view calls within queues and then use a drag-and-drop
operation to move calls from busy queues to less active queues. In the Abandoned media grid,
supervisors can view abandoned call information, including the caller name, phone number, and time
of the abandoned call. Agents can use the Abandoned media grid to call back abandoned callers.
NOTE:Ring Groups are not supported with Interactive Visual Queue and any queue groups
displayed in Interactive Visual Queue will not display calls in the Ring Group queues.

CONFIGURING INTERACTIVE VISUAL QUEUE

In YourSite Explorer, for each queue you want to monitor, you must configure the priority level and
the method for handling interflowed calls. The values you configure must match the values specified
on the Path Assignment form of your telephone system.
The YourSite Explorer settings for Interactive Visual Queue monitors do not affect workflow activity
on the actual queues. These settings only affect the way Interactive Visual Queue displays the
queue monitors in Contact Center Client. If you want to modify workflow on the actual queues, you
must change the telephone system settings.
Calls interflowed automatically retain the original call priority, or adopt the priority of the new queue
based on telephone system settings. The interflow options you specify for a queue in YourSite
Explorer must be identical to those of the telephone system. For more information on configuring
interflowed calls, see "Adding queues" on page 100.
If the telephone system settings and Interactive Visual Queue settings do not match, Interactive
Visual Queue will not display the correct call activity. For example, if Queue 1 is set to a priority of 10
on the telephone system and a priority of 20 in YourSite Configuration, Interactive Visual Queue will
display calls in Queue 1 as priority 20. However, the actual queue will handle the calls as priority 10.
In order to use Interactive Visual Queue, you must enable all HCI options on Class of Service
Assignment form 1 (COS 1)
If you want Interactive Visual Queue to automatically insert 1 when calling back long distance phone
numbers, you must program your telephone system ARS accordingly. For more information, see the
Mitel 3300 ICP System Administration Tool Help.

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CONFIGURING WORKFORCE SCHEDULING

Workforce Scheduling enables supervisors to create customized employee schedules, forecast
scheduling requirements, match employee skills to those skills required for jobs in each schedule,
view the distribution of employees across each schedule, and access schedule reports.
You assign the May manage Workforce Scheduling security role to all employees who require
access to supervisory Workforce Scheduling features. To enable employees to access Employee
Portal (software included with Workforce Scheduling) features, you assign them the following
security role permissions: May access Employee Portal, May trade shifts, May trade time off, May
request changes to availability. The default security role Agent Role provides access to Employee
Portal.
You enable Workforce Scheduling, if your contact center is licensed for it, during the MiContact
Center software installation.
NOTE: Workforce Scheduling can only be enabled on client computers that are part of the same
Windows domain as the SQL Server.

BEFORE CONFIGURING WORKFORCE SCHEDULING

Before you configure Workforce Scheduling, you must enable remote SQL Server connections and
grant SQL Server permissions to Workforce Scheduling users.

Enabling remote SQL Server connections

To enable remote SQL Server 2012 or 2014 connections
1. On the SQLServer, in the Microsoft SQL Server 2012 or 2014 program folder, navigate to
the SQL Server Configuration Manager.
2. Under SQL Server Configuration Manager (Local), expand SQL Server Network Configuration
and click Protocols for <SQL Server instance name>.
3. In the right pane, right-click Named Pipes and click Enable.
4. In the right pane, right-click TCP/IP and click Enable.
5. Under SQL Server Configuration Manager (Local), click SQL Server Services.
6. In the right pane, right-click SQL Server (<SQL Server instance name>) and click Restart.
7. In the right pane, right-click SQL Server Browser and click Properties.
8. Click the Service tab and after Start Mode, select Automatic.
9. Click Apply.
10. Click OK.
11. In the right pane, right-click SQL Server Browser and click Start.

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Granting SQL Server permissions

NOTE:
l If your enterprise uses remote SQL and SQL Authentication, you can skip this step, because
the required credentials are provided during the configuration of MiContact Center
l If you do not currently have a copy of Microsoft SQL Server Management Studio installed, you
can download a free copy from Microsoft:http://www.microsoft.com/en-
ca/download/default.aspx.
To grant SQL Server 2012 or 2014 permissions
1. In Windows, open up the Microsoft SQL Server 2012 or 2014, program folder and go to SQL
Server Management Studio.
2. Connect to the desired SQL Server.
3. In the left pane, expand the Security tree and select Logins.
4. If the desired user is not listed, right-click Logins and select New Login.
5. After Login name, type the name of the new user.
Optionally, click Search to search for the user name.
6. If you have users configured in groups on your domain, you can optionally add the group to add
all users at once.
If you want to grant SQL Server permissions to a domain group, you must click Search, click
Object Types, and select the Groups check box.
7. Click User Mapping.
8. Under Users Mapped to this login, select CCMData.
9. Click OK.
10. Under Database role membership for: CCMData, select db_owner.
11. Click OK.
Repeat steps 5-11 for all Workforce Scheduling users.

CONFIGURING EMPLOYEE SCHEDULING PREFERENCES

Schedule Builder uses employee preferences/options as parameters when scheduling employees.
You must configure employee scheduling preferences accurately in YourSite Explorer to create a
meaningful schedule.
To configure employee information for scheduling
1. Select the employee or employees you want to configure.
2. Specify the employee role.
See "Configuring employee roles" on page 146.
3. Specify employee work hours.
See "Configuring employee work hours" on page 146.
4. Specify employment status.
See "Configuring employment status" on page 146.
5. Specify employee payroll information.
See "Configuring employee payroll information" on page 147.

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6. Specify employee availability.

See "Configuring employee availability" on page 147.
7. Specify time off information.
See "Configuring employee time off" on page 148.
8. Specify employee skills.
See "Configuring employee skills" on page 148.

Configuring employee roles

To configure an employee role
1. In YourSite Explorer, in the left pane, click YourSite.
2. Under Devices, click Employees.
3. Select the employee to which you will add an employee role.
4. On the Workforce Scheduling tab, click General.
5. If the employee is a supervisor who will schedule employees, select the Is a supervisor of
scheduled employees check box.
6. After Schedule supervisor name, select the name of the scheduling supervisor from the list.
7. On the ribbon, click Save.

Configuring employee work hours

To configure employee work hours
1. In YourSite Explorer, in the left pane, click YourSite.
2. Under Devices, click Employees.
3. Select an employee.
4. On the Workforce Scheduling tab, click Work hours.
5. Enter the minimum and maximum number of hours the employee can work in a day, week, or
year.
6. If you want to schedule the employee for an unlimited number of hours, click Unlimited.
7. After Minimum time required between shifts, enter the minimum number of hours required
between the employee's shifts.
NOTE: Ensure you set a minimum time between shifts or Schedule Builder will schedule
back-to-back shifts for employees.
8. If the employee is permitted to work overtime, under Available, select an overtime type from
the list and click > to move the overtime type to the Assigned list.
9. On the ribbon, click Save.

Configuring employment status

To configure employment status
1. In YourSite Explorer, in the left pane, click YourSite.
2. Under Devices, click Employees.
3. Select an employee.

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4. On the Workforce Scheduling tab, click Payroll.

5. If the selected employee is full-time, under Employment status, select Full time.
6. If the selected employee is part-time, under Employment status, select Part time.
7. On the ribbon, click Save.

Configuring employee payroll information

NOTE: If you want to schedule employees by seniority, the employee must be assigned a hire date.
To configure employee payroll information
1. In YourSite Explorer, in the left pane, click YourSite.
2. Under Devices, click Employees.
3. Select an employee.
4. On the Workforce Scheduling tab, click Payroll.
5. Select the employee's employment status.
6. Under Salary, after Pay period, select the pay period for the employee.
7. If the employee is paid an hourly salary, next to Hourly salary, specify the employee's pay
per hour.
8. If the employee is paid a yearly salary, next to Yearly salary, specify the employee's yearly
salary and the typical number of hours the employee works in a week.
9. On the ribbon, click Save.

Configuring employee availability

NOTE: If you do not specify availability, Schedule Builder assumes the employees are available 24
hours a day, seven days a week.
To configure employee availability
1. In YourSite Explorer, in the left pane, click YourSite.
2. Under Devices, click Employees.
3. Select an employee.
4. On the Workforce Scheduling tab, click Availability.
5. Select the Uses availability check box.
6. Under New Availability, after Work day, select the day of the week the employee availability
applies to from the list.
7. If the employee is available only during certain hours of the day, select Part of the day and
specify the hours the employee is available.
8. If the employee is available all day, select Full day.
9. Click Add availability.
10. On the ribbon, click Save.

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Configuring employee time off

To configure employee time off
1. In YourSite Explorer, in the left pane, click Workforce Scheduling.
2. Click Employees.
3. Select an employee.
4. On the Workforce Scheduling tab, click Time off.
5. If the employee's time off is carried over based on their start date, under Carryover date,
select Employee start date.
6. If the employee's time off is carried over based on a fixed date, under Carryover date, select
Fixed date and specify the carryover date.
7. If the employee is permitted time off, under Available, select the time off type from the list
and click > to move the time off type to the Assigned list.
8. On the ribbon, click Save.

Overriding employee time off

To override an employee time off type
1. In YourSite Explorer, in the left pane, click Workforce Scheduling.
2. Click Employees.
3. Select an employee.
4. On the Workforce Scheduling tab, click Time off.
5. Under Assigned time off, select a time off type to override.
6. If you want to override the total number of time off hours allowed, select the Override total
hours allowed check box and specify the number of hours.
7. If you want to override a percent of time off hours based on time worked, select the Override
% of hours worked check box and specify the number of hours.
8. If you want to override the number of hours that can be carried over, select the Override
allowed carry over and specify the number of hours.
9. If you want to override the time off hours available to the employee, after Available as of,
specify the date after which the time off hours are available and number of hours that will be
available.
10. On the ribbon, click Save.

Configuring employee skills

NOTE: If you have selected multiple employees to edit, skills that are not available to these
employees are grayed out and cannot be assigned.
To configure employee skills
1. In YourSite Explorer, in the left pane, click Workforce Scheduling.
2. Click Employees.
3. Select an employee.
4. On the Workforce Scheduling tab, click Skills.
5. After Name, type the name of the subscriber.

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6. Under Available, select the skill type from the list and click > to move the skill type to the
Assigned list.
7. Repeat step 5 for all skills the employee will use.
8. On the ribbon, click Save.

CONFIGURING SCHEDULING OPTIONS

Before you can make schedules in Workforce Scheduling, you must configure the following
scheduling options in YourSite Explorer
l Holidays
See "Configuring holidays" on page 149.
l Overtime types
See "Configuring overtime types" on page 150.
l Time off types
See "Configuring time off types" on page 150.
l Skills
See "Configuring skills" on page 151.

Configuring holidays
You configure holiday options on the Holidays window. You can add holidays that affect your contact
center, specify which holidays give employees the day off, and specify which holidays are paid.
To configure a holiday
1. In YourSite Explorer, in the left pane, click Workforce Scheduling.
2. Click Holidays.
3. Click Add.
4. After Name, type the name of the holiday.
5. If this holiday is a company holiday and you want to receive warnings when trying to schedule
employees for this day, select the This holiday is a company holiday check box.
6. Specify the pattern of the holiday.
l If the holiday always falls on the same day of the month, select Every and specify the
month and date the holiday falls on.
l If the holiday has a pattern of falling on a certain day, week, and month, select The and
specify the pattern, day of week, and month.
l If the holiday is a calculated holiday, such as Good Friday or Easter Monday, select
Calculated holiday and specify the holiday.
7. On the ribbon, click Save.

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Configuring overtime types

You can configure the following overtime parameters:
l Pay rate multiplierThe number of times by which the basic pay is increased to calculate
the overtime pay rate. For example, if the pay rate multiplier is 1.5 and applied to $10 per hour,
the overtime pay rate is $15 per hour
l ColorThe color in which the job displays in the time bar pane
l Hours worked in a given day are greater thanThe number of hours in a day an employee
must work before the employee is paid at the overtime pay rate
l Hours worked in a given week are greater thanThe number of hours in a week an
employee must work before the employee is paid at the overtime pay rate
l Days of the week workedAny work done on these days will be considered overtime pay
l Day of the year workedAny work done on this specific date will be considered overtime
pay
l Holiday workedAny work done on this specific holiday will be considered overtime pay
To configure an overtime type
1. In YourSite Explorer, in the left pane, click Workforce Scheduling.
2. Click Overtime.
3. Click Add.
4. After Name, type the name of the overtime type.
5. Under Effects, enter a pay rate modifier and select a color for the overtime type.
6. Under Conditions, select either Hours worked, Days of the week worked, Days of the
year worked, or Holiday worked.
l If you select Hours worked, you must select either Hours worked on a given day are
greater than or Hours worked on a given week are greater than and specify the number
of hours.
l If you select Days of the week worked, select the days of the week to which this
overtime type applies.
l If you select Days of the year worked, select the days of the year to which this overtime
type applies.
l If you select Holiday worked, select the holiday to which this overtime type applies.
7. On the ribbon, click Save.

Configuring time off types

Employees might take time off work for a variety of reasons. Depending on the nature of time taken
off, employees might be paid, employees might be required to take a full day as time off, and
employees might accrue time off (for example, vacation).
Create time off types that reflect the time off that employees take at your contact center.
l Consider if the type of time off should accrue, such as vacation, time off for a medical
procedure, or personal days.
l Consider when the time off is accrued. For example, an employee might accrue 1 day of paid
sick leave per month.

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l Consider if the type of time off must be taken as a full day.

l Consider if employees must qualify for the type of time off.
l Consider if employees can carry the time off over to the next year.
Workforce Scheduling can warn you when employees do not qualify for the time off or when the
scheduled time off is not within the limits allowed.
To configure a time off type
1. In YourSite Explorer, in the left pane, click Workforce Scheduling.
2. Click Time off.
3. Click Add.
4. After Name, type the name of the time off type.
5. If employees will be paid for this time off type, under Effects, select the Paid time off check
box and select a color for the time off type.
6. If employees can request this type of time off from Employee Portal, under Effects, select the
Can be requested check box.
7. Under Employment duration qualification, select either the Employed for at least or
Employed no more than check box and specify the number of months.
8. Under Scheduling limitations, select either the You must schedule this type in
increments of at least or You must not schedule this type for more than check box and
specify the number of hours per day/week.
9. If you want to limit the number of hours this time off type can be scheduled, select the Limit
the number of hours that can be scheduled check box.
l If you want to fix the annual amount of this time off type, select Fixed annual amount
of and specify the number of hours.
l If the annual hours of this time off type are accrued, select the Annual hours are
accrued check box and select either Weekly, Biweekly, or Monthly.
l If you want to base this time off type on a percent of the number of hours worked, select
Based on hours worked at a rate of and specify a percent.
l If you want to carry over a fixed amount of accumulated time off hours, select Percent
of accumulated hours, at a rate of and specify a percent.
l If you want to carry over a percent of accumulated time off hours, select Percent of
accumulated hours, at a rate of and specify a percent.
10. On the ribbon, click Save.

Configuring skills
Employees offer a variety of different skills. For example, some employees might be bilingual or
have certification in a specialty. Using Workforce Scheduling, you can incorporate these skills when
you create your schedules.
Configuring the different types of skills allows you to create and manage schedules that incorporate
the skills and skill levels of your employees. When you create schedules, Workforce Scheduling
allows you to schedule employees with specific skill sets.
NOTE: Skill levels range from 1 to 10, level 10 being the highest skill level, or most skilled, and level
1 being the lowest skill level.

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To configure a skill
1. In YourSite Explorer, in the left pane, click Workforce Scheduling.
2. Click Skills.
3. Click Add.
4. After Name, type a name for the skill.
5. On the ribbon, click Save.

CONFIGURING WORK TIMER

Work Timer provides agents handling calls with a period of time after they finish a call to set
classification codes, handle paperwork, or deal with other administrative tasks before returning to
handling calls. The primary Work Timer, Class of Service Work Timer, is configured in the Class of
Service options for agents, but a secondary Work Timer, the Queue Work Timer, may also be
configured for individual queues that require agents handling calls from that queue to have less time
for post-call work.
When configured, after call completion, Class of Service Work Timer places the agent into the Work
Timer real-time state and ACD calls no longer route to them. As the agent enters into the Work Timer
agent state, their timer in Contact Center PhoneSet Manager or Contact Center Softphone begins
counting down the configured Class of Service Work Timer duration. (In real-time monitors in
ContactCenter Client, Work Timer will count up.) When the countdown reaches 00:00:00 or if the
employee manually ends Work Timer, they are returned to the Idle real-time state where they can
handle calls again.
Agents can cancel Work Timer manually in Ignite or by pressing the Cancel Work Timer button on
their hard set or soft phone applications. If the 'Force entry of a classification code' is enabled,
agents must enter a classification code first. If they do not, Work Timer cannot be ended manually
and a non-compliance classification code will be assigned to the call when Work Timer expires.
Work Timer also automatically ends if the agent enters a classification code when the Cancel work
timer once code is entered is enabled.
The maximum duration for Class of Service and Queue Work Timers is 4 hours.
You can set the Queue Work Timer duration to suit each individual queue, for example, agents
answering calls for your Support queue may typically require a longer work timer duration than those
answering calls for the Sales queue. You must set the Class of Service Work Timer to a duration
that is equal to or greater than your longest Queue Work Timer setting to prevent agents' work timers
from ending prematurely. For example, if your Class of Service Work Timer is set for 3 minutes and
your Queue Work Timer for your Support queue is set for 4 minutes, agents answering calls for that
queue will be removed from Work Timer after 3 minutes.
If no Queue Work Timer is set on the queue, the default value configured on the Class of Service
Work Timer will be used for that queue's associated agents. Multimedia Queue Work Timer is not
dependent on MiVoice Business Class of Service Work Timer and can be set to any duration of time.

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NOTE:
l When leveraging the Queue Work Timer feature, the Class of Service WorkTimer value must
be accurately synchronized to the media server for Queue Work Timer to function.
l When an agent receives a transferred call and enters into Work Timer, regardless of the queue
the agent is in, their Work Timer duration is taken from the Queue WorkTimer duration set on
the queue the call originally came in on.
For information on configuring Work Timer as a Class of Service for Media Servers, see "Editing
Class of Service options" on page 70.
For information on configuring Work Timer for queues, see "Adding queues" on page 100.

PREPARING MEDIA SERVER AGENT TIMEOUT OPTIONS

FOR MiVOICE BUSINESS
By default, YourSite Explorer is configured to clear lines if an agent using that line remains in a single
state for more than two hours. This can impact Work Timers functionality if Work Timer has been
configured to be greater than two hours. To make proper use of the four hour Work Timer feature
available to MiVoice Business, you must configure the agent state timeout audit options for your
media servers to ensure that they do not interfere with Work Timer.
To configure the media server agent state timeout audit option
1. In YourSite Explorer, click Media Servers.
2. Select your media server from the list of media servers.
3. Click the Data summary options tab.
4. After Clear line if agent primary Talk Time exceeds, select 24 hours from the drop-down
list.
5. If you are using multiple media servers, repeat steps 2-4 for all your contact center media
servers.
6. Click Save.

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CONFIGURING CONTACT CENTER SCREEN POP

Contact Center Screen Pop can be configured to launch applications or webpages when calls are
received and to enable agents to automatically receive caller and account information via pop-ups for
incoming calls.
Contact Center Screen Pop is an optional application that requires Contact Center Softphone or
Contact Center PhoneSet Manager. If you want to screen pop based on caller entered digits, you
require IVR Routing with the Collect Digits activity.
NOTE:When using IVR to populate screen pop information, you must configure IVR ports and
queues on the same telephone system.
The following information can be configured to display in the pop-up:
l Caller name: name of the caller
l ANI: telephone number of the caller
l DNIS: telephone number the caller dialed
l DNISname: the name associated to the DNIS number in the YourSite database
l Agent ID: agent who transferred the call
l Extension: extension from which the call originated
l Queue: queue from which the call originated
l Collect Caller Entered Digits: digits the caller enters for identification purposes, such as a
customer site key (IVRRouting required)
l Customer Collected Information: information collected from a third party OBDC database
(IVRRouting required)
l Call notes: notes added by an agent. Call notes are supported for inbound calls only

ENABLING AND DISABLING CONTACT CENTER SCREEN POP

When you enable or disable Contact Center Screen Pop, the settings you select determine Contact
Center Screen Pop accessibility on a per-agent profile basis.
To enable or disable Contact Center Screen Pop
1. Start Contact Center Client.
2. Click Soft Phone=> Configure.
The Soft phone configuration window opens.
3. Click the Screen pop tab.
4. To enable, Contact Center Screen Pop, select the Display Contact Center Screen Pop
check box.
5. To disable Contact Center Screen Pop, clear the Display Contact Center Screen Pop
check box.
6. Click OK.

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CONFIGURING CONTACT CENTER SCREEN POP OPTIONS

To configure Contact Center Screen Pop options
1. In YourSite Explorer, click YourSite=>Enterprise.
2. Click the Screen pop tab.
3. If you want to launch an application or Web page when calls are answered, select the Launch
an application or Web page when agents answer receive calls check box.
4. If you want to display call statistics for incoming ACD calls, select Display the caller-
specific Inbound trace report Web page. The Inbound Trace report tells you the number of
times the caller has called in the last seven days and contains the following fields: Call Start
Time, Call Duration, DNIS name, Agent name, Extension, and Account Code. (See Figure 9.)
NOTE: The Contact Center Screen Pop will launch this application field is automatically
populated with the URL of the Inbound Trace Report.
5. To launch a specific Web page or application when calls are answered, select the Display a
specific application or Web page check box and, under Contact Center Screen Pop will
launch this application or Web page, type the path for the executable file or the URL of the
webpage and indicate any variables that the screen pop will contain.
NOTE: For important information on how to configure this field, click the ? button.
6. If Mitel Professional Services has provided you with an integrated custom screen pop select
Display this Professional Services custom executable file or Web page. Click Manage
to review the Professional Services custom screen pop options.
7. To enable screen pop on non-ACD calls, select the Screen pop on non ACD calls check
box.
8. Click Save.

Figure 9: Inbound Customer Trace Report

CONFIGURING CONTACT CENTER SCREEN POP DISPLAY

VARIABLES
The variables described in Table 7 are used by Contact Center Screen Pop to determine the
application area or Web page that launches when an agent answers a call. Ensure the required IVR
Routing activities are available in workflows to use these variables.
NOTE: The variable names are case-sensitive. For an application, variables must be in quotes and
separated by a space.

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Table 7: Contact Center Screen Pop display variables

IVRROUTING
VARIABLE DESCRIPTION
ACTIVITY REQUIRED

Caller name as provided

%PFCALLERNAME% ANI activity by the telephone carrier.
For example, 'John Smith'

Caller number (ANI), the

telephone number of the
%PFANI% ANI activity
calling party. For example,
'6135990045'

Dialed Number
Identification Service
(DNIS), numbers passed
from the public telephone
network to identify what
%PFDNIS% DNIS activity
phone number the caller
dialed. This is typically
used to identify different 1-
800 or 1-900 numbers. For
example, '9875'

The digits entered by the

user during the call. For
%PFVERIFIEDCOLLECTEDDIGITS% Collect Digits activity
example, account number
'78831'

Name of the queue from

which the call is
%Queue% ANI and DNIS activities
answered. For example,
'Sales'

Contains the Agent ID for

%ReceivingAgent% N/A the agent receiving the
current call

Contains the Extension ID

%ReceivingExtension% N/A for the extension receiving
the current call

Contains the Agent ID for

the agent sending or
%SendingAgent% N/A
transferring the call to the
current recipient

Contains the Extension ID

for the extension sending
%SendingExtension% N/A
or transferring the call to
the current recipient

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To launch an application
l Type the URL of the executable file followed by the required variables.
For example, C:\MyProgram\CustomerManagement.exe "%PFCALLERNAME%"
"%PFANI%""%PFDNIS%""%PFVERIFIEDCOLLECTEDDIGITS%""%Queue%"
NOTE: Variables must be in quotes and be separated by a space.
If John Smith calls 1-800-266-9875 from 613-599-0045, is prompted to enter his account number
(78831), and is then routed to the Sales queue, the executable file will use the actual values of the
call, for example, C:\MyProgram\CustomerManagement.exe "John
Smith""6135990045""9875""78831""Sales".
To launch a Web page
l Type the URL of the Web page followed by the required variables, as per standard HTTP
protocol.
For example,
http://myintranetsite.business.com?CALLERNAME=%PFCALLERNAME%&ANI=%
PFANI%&DNIS=%PFDNIS%&COLLECTEDDIGITS=%PFVERIFIEDCOLLECTEDDIGIT
S%=%
PFVERIFIEDCOLLECTEDDIGITS%&QUEUE=%Queue%
If John Smith calls 1-800-266-9875 from 613-599-0045, is prompted to enter his account number
(78831), and is then routed to the Sales queue, the Web page will use the actual values of the call,
for example,
http://myintranetsite.business.com?CALLERNAME=John%20Smith&ANI=6135990045&DNIS=98
75&COLLECTEDDIGITS=78831&QUEUE=Sales.

ENABLING MITAI EVENT LOGGING

The MiContact Center Enterprise Service receives MiTAI events from the MiContact Center Data
Collection Service and stores these events in a log file located in the DataDirectory\
CallControlEventLog sub-folder under the main installation directory. The MiContact Center
Enterprise Service logs all events across all nodes in one file and time stamps events based on
arrival time, providing insight when troubleshooting MiTAI linking issues. Additionally, ANI, DNIS,
collected digits, and other custom variables arriving from IVR Routing are logged.
Incorrectly configured devices and monitors will result in missing MiTAI events and IVR Routing port
events, causing lost data and screen pop failures.
To enable MiTAI event logging
1. Browse to <drive>:\Program Files (x86)\Mitel\MiContact
Center\Services\EnterpriseServer.
2. Open prairieFyre.Services.EnterpriseServer.exe.config in Notepad.
3. Click Edit=>Find.
4. In the Find what field, enter LogCallTrackingMiTAIEvents and click Find Next.
NOTE: If the LogCallTrackingMiTAIEvents key does not exist, you must create one. Enter
<add key=" LogCallTrackingMiTAIEvents " value="true" />
5. Save the file.
6. Browse to the DataDirectory\CallControlEventLog folder.

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7. Verify that MiTAIEvents*.txt is present in the folder.

8. Open MiTAIEvents*.txt and verify that the file contains MiTAI events. (See Figure 10.)

Figure 10: MiTAI events example

Additionally, you must ensure that
l All relevant devices including queues and extensions (or hot desking agents in a hot desking
resilient environment) have been synchronized or manually programmed successfully.
l The Advanced Real time option is turned on.
l The MiContact Center Data Collection Service log monitors were correctly set and there are
no MiTAIerrors (MiTAI errors will be shown as SXERR_*).
l IVR Routing ports are configured and monitored correctly.
IVR Routing monitoring problems are demonstrated by call flow failure.
l IVR Routing ports are not programmed as 5020 IP ports.
The IVR Routing messaging service automatically writes IVR Routing ports into the
MiContact Center database. If the IVR Routing ports have been manually programmed and
enabled for real-time and advanced real-time monitoring, screen pop will not display correct
results.

IGNORING MITAI EVENTS ON UPIQ AND CALLBACK

CAPTURE PORTS
MiTAI events arriving on UPiQ ports and callback capture ports should be ignored to reduce MiTAI
linking overhead.
To ignore MiTAI events on UPiQ and callback capture ports
1. Browse to <drive>:\Program Files (x86)\Mitel\MiContact
Center\Services\EnterpriseServer.
2. Open prairieFyre.Services.EnterpriseServer.exe.config in Notepad.
3. Click Edit=>Find.
4. In the Find what field, enter MitaiLinkerPortIgnoreList and click Find Next.
NOTE: If the MitaiLinkerPortIgnoreList key does not exist, you must create one. Enter <add
key="MitaiLinkerPortIgnoreList" value="2230 , 2250-2260, 2270" />
5. Save the file.

TESTING CONTACT CENTER SCREEN POP SEARCH

FUNCTIONS
This test will confirm that Contact Center Screen Pop will function with the software you selected.
See "Configuring Contact Center Screen Pop options" on page 155.

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To test the search function in Contact Center Screen Pop

1. Start Contact Center Client.
2. On the ribbon, click Soft Phone.
3. Click the Soft Phone button.
4. Click Configure.
5. Click the Screen pop tab.
6. Click Test.
7. Type the variables using the described format
PFCALLERNAMEfirst name followed by last name, separated by a space (for example,
John Smith)
PFANIphone number (including area code if relevant) with no spaces, dashes, or brackets
(for example, 6135558769)
PFDNISphone number (including area code if relevant) with no spaces, dashes, or brackets
(for example, 8005556598)
PFVERIFIEDCOLLECTEDDIGITSall digits the caller has entered since entering the
telephone system, with no spaces, dashes or brackets (for example, 1113)
Queuequeue that the caller first entered (for example, P500)
8. Click OK.
A screen pop that contains the test parameters you specified will display. The outcome of the
Contact Center Screen Pop test will change depending on the type of screen pop you have
configured and the test parameters you entered.

CONFIGURING LIFECYCLE REPORTS

Lifecycle reports provide detailed information on all of the events related to the life of a specific call,
from the moment the call enters the telephone system to call termination. You can generate
Lifecycle reports on selected devices, and can filter the reports by a number of options. If you have
clustered your enterprise into a single site, you can run a Lifecycle report onsite to report on your
entire enterprise. Lifecycle reports also include call notes and links to call recordings. For more
information on Lifecycle reporting, see the Reports Guide appropriate to your licensed version of
MiContact Center.
NOTE:
l Since Lifecycle reports detail all events related to calls, there are significant database storage
implications. With Lifecycle reports enabled, your database can fill up rather quickly. If you are
unable to store the amount of data required for Lifecycle reports, we recommend configuring
the system to purge Lifecycle reports older than a certain number of days or turning off the
Lifecycle report option.
l Lifecycle reports containing data for internal transferred ACD calls will not link data properly
unless the Call ID feature on the telephone system is enabled.
l If you have a Networked ACD environment with telephone systems in the same time zone,
you must synchronize telephone system clocks to ensure Lifecycle report accuracy.

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To purge Lifecycle reports older than a specific number of days

1. In YourSite Explorer, under Enterprise, click Enterprise.
2. Click the Maintenance tab.
3. After Purge Lifecycle reports older than, specify the number of days.
4. Click Save.
To turn off Lifecycle reporting
1. In YourSite Explorer, under Enterprise, click Enterprise.
2. Click YourSite=>Enterprise.
3. On the Enterprise tab, disable the Enable Lifecycle reports check box.
4. Click Save.

CONFIGURING WORKFORCE MANAGEMENT

INTEGRATION
Workforce Management integration bridges MiContact Center with third-party Workforce
Management solutions, sending historical data on agents and queues and streaming real-time data
on agent states. You can use Workforce Management integration to assist third-party Workforce
Management solutions in forecasting call volumes, adjusting contact center requirements, and
mapping agent adherence to schedules.
NOTE:
l In order to implement Workforce Management integration, you must ensure the MiContact
Center WFM Connector Service is set to automatic and running.
l Verint Impact 360 requires additional configuration for Workforce Management integration. For
more information, see "Configuring Verint Impact 360 for Workforce Management integration"
on page 167.
The following third-party Workforce solutions are supported:
l Blue Pumpkin
l Verint Impact 360
l NICE IEX Workforce Management (TotalView)
l QMax
l Monet
l Teleopti
For supported versions of third party Workforce solutions, see the MiContact Center and Business
Reporter System Engineering Guide.
Before you can configure your Workforce Management integration, you must configure your Blue
Pumpkin, Verint Impact 360, NICE IEX Workforce Management (TotalView), QMax, Monet, or
Teleopti software by following the recommended installation and configuration guidelines included
with these products. Contact your Blue Pumpkin, Verint Impact 360, NICE IEX Workforce
Management, QMax, Monet, or Teleopti approved vendor for all setup and troubleshooting issues.

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The Workforce Management configuration page is rendered from CCMWeb. To ensure proper
configuration functionality, ensure that CCMWeb has been added as a Trusted Site. Failure to add
CCMWeb as a Trusted Site may result in the Workforce Management configuration page being
disabled.
If you are using Windows Authentication, you must also enable the following browser settings:
l Under Internet Options=>Security, enable Automatic logon with current user name and
password.
l Under Internet Options=>Advanced, enable Enable Integrated Windows Authentication
To configure Blue Pumpkin integration
1. In YourSite Explorer, under Enterprise, click Work Force Management.
2. After Type, select Blue Pumpkin from the drop-down list.
3. Under Historical Data Collecting Intervals
l After Demand Data (minutes), select the number of minutes' worth of collected data
for report creation.
l After Non-Demand Data (hours), select the number of hours' worth of collected data
for report creation.
l After Offset (minutes), select the number of minutes to wait before collecting data. To
ensure accuracy, the number of Offset minutes must be equal to or greater than 15
minutes.
4. Under Remote FTP Server
l After Address, type the address of the FTP server to which you will send reports.
l After Port, verify the port number. The default port number is 21.
l After Root, type the FTP server root. The default FTP server root is /ftp/switches/.
l After Username, type the user name for the FTP server.
l After Password, type the password for the FTP server.
NOTE: Make note of this password. Any configuration changes made to the connector
after its initial save require you to re-enter this password and re-save.
5. After Reports Folder, type <drive letter:>\Program Files (x86)\Mitel\MiContact
Center\Extensions\WFM\Collected Data.
6. If you want to store a copy of files on the Enterprise Server, enable the Keep Local Files
check box.
7. If you are saving configuration changes to a pre-existing configuration, re-enter the password
for the FTP server and click Save.
8. If this is an initial configuration and you are not making changes to a pre-existing configuration,
click Save.
9. Restart the MiContact Center WFM Connector Service.
NOTE: If the only changes made were enabling/disabling the 'Keep Local Files' option or
changes to the 'Reports folder', the MiContact Center WFM Connector Service does not need
to be restarted.

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To configure Impact 360 integration

1. In YourSite Explorer, under Enterprise, click Work Force Management.
2. After Type, select Impact 360 from the drop-down list.
3. Under Historical Data Collecting Intervals
l After Demand Data (minutes), select the number of minutes' worth of collected data
for report creation.
l After Non-Demand Data (hours), select the number of hours' worth of collected data
for report creation.
l After Offset (minutes), select the number of minutes to wait before collecting data. To
ensure accuracy, the number of Offset minutes must be equal to or greater than 15
minutes.
4. Under Remote FTP Server
l After Address, type the address of the FTP server to which you will send reports.
l After Port, verify the port number. The default port number is 21.
l After Root, type the FTP server root. The default FTP server root is /ftp/switches/.
l After Username, type the user name for the FTP server.
l After Password, type the password for the FTP server.
NOTE: Make note of this password. Any configuration changes made to the connector
after its initial save require you to re-enter this password and re-save.
5. After Reports Folder, type <drive letter:>\Program Files (x86)\Mitel\MiContact
Center\CCM\Extensions\WFM\Collected Data.
6. If you want to store a copy of files on the Enterprise Server enable the Keep Local Files
check box.
7. Under Real-Time Data Socket Settings, after Port, type the socket port number, typically
12000.No value less than 1024 is permitted.
8. If you are saving configuration changes to a pre-existing configuration, re-enter the password
for the FTP server and click Save.
9. If this is an initial configuration and you are not making changes to a pre-existing configuration,
click Save.
10. Restart the MiContact Center WFM Connector Service.
NOTE: If the only changes made were enabling/disabling the 'Keep Local Files' option or
changes to the 'Reports folder', the MiContact Center WFM Connector Service does not need
to be restarted.

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To configure IEX TotalView integration

1. In YourSite Explorer, under Enterprise, click Work Force Management.
2. After Type, select TotalView from the drop-down list.
3. Under Historical Data Collecting Intervals
l After Demand Data (minutes), select the number of minutes' worth of collected data
for report creation.
l After Non-Demand Data (hours), select the number of hours' worth of collected data
for report creation.
l After Offset (minutes), select the number of minutes to wait before collecting data. To
ensure accuracy, the number of Offset minutes must be equal to or greater than 15
minutes.
4. Under Remote FTP Server
l After Address, type the address of the FTP server to which you will send reports.
l After Port, verify the port number. The default port number is 21.
l After Root, type the FTP server root. The default FTP server root is /ftp/switches/.
l After Username, type the user name for the FTP server.
l After Password, type the password for the FTP server.
NOTE: Make note of this password. Any configuration changes made to the connector
after its initial save require you to re-enter this password and re-save.
5. After Reports Folder, type <drive letter:>\program files\Mitel\MiContact
Center\Extensions\WFM\Collected Data.
6. If you want to store a copy of files on the Enterprise Server, enable the Keep Local Files
check box.
7. After Media Server Mapping, determine the destination for reports by entering a report folder
identifier for each media server.
NOTE: You can use the same destination folder for all media server reports.
8. If you want to exclude media server(s) from collecting Workforce Management data, deselect
the Reporting enabled check box, which is enabled by default.

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9. Under Real-Time Data Socket Settings

l After Port, type the socket port number, typically 6999.No value less than 1024 is
permitted.
l After Username, type the socket user name. Socket user names must have an
alphanumeric value of 15 characters or less with no spaces.
l After Password, type IEX.
NOTE:Make note of this password. Any configuration changes made to the connector
after its initial save require you to re-enter this password and re-save.
l After Heartbeat Interval (seconds), select the interval in seconds between each
Heartbeat Request message.
Heartbeat Request messages are issued by the Enterprise Server to IEX clients to
establish and maintain communication. IEX clients receive these Heartbeat Request
messages and respond to them. If the server does not receive a response message
after waiting at least twice the specified heartbeat interval, it may terminate the session
with the IEX client without notification. Setting the interval to zero helps ensure
communication between the server and the client.
10. If you are saving configuration changes to a pre-existing configuration, re-enter the password
for the FTP server and Real-Time Data Socket Settings, and click Save.
11. If this is an initial configuration and you are not making changes to a pre-existing configuration,
click Save.
12. Restart the MiContact Center WFM Connector Service.
NOTE: If the only changes made were enabling/disabling the 'Keep Local Files' option or
changes to the 'Reports folder', the MiContact Center WFM Connector Service does not need
to be restarted.
To configure QMax integration
1. In YourSite Explorer, under Enterprise, click Work Force Management.
2. After Type, select QMax from the drop-down list.
3. Under Historical Data Collecting Intervals
l After Demand Data (minutes), select the number of minutes' worth of collected data
for report creation.
l After Offset (minutes), select the number of minutes to wait before collecting data. To
ensure accuracy, the number of Offset minutes must be equal to or greater than 15
minutes.
4. After Reports Folder, type <drive letter:>\Program Files (x86)\Mitel\MiContact
Center\CCM\Extensions\WFM\Collected Data.
5. Under Real-Time Data Socket Settings, after Port, type the socket port number, typically
6999.
No value less than 1024 is permitted.
6. Click Save.
7. Restart the MiContact Center WFM Connector Service.
NOTE: If the only changes made were to the 'Reports folder', the MiContact Center WFM
Connector Service does not need to be restarted.
To configure Monet integration
1. In YourSite Explorer, under Enterprise, click Work Force Management.

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2. After Type, select Monet from the drop-down list.

3. Under Historical Data Collecting Intervals
l After Demand Data (minutes), select the number of minutes' worth of collected data
for report creation.
l After Non-Demand Data (hours), select the number of hours' worth of collected data
for report creation.
l After Offset (minutes), select the number of minutes to wait before collecting data. To
ensure accuracy, the number of Offset minutes must be equal to or greater than 15
minutes.
4. Under Remote FTP Server
l After Address, type the address of the FTP server to which you will send reports.
l After Port, verify the port number. The default port number is 21.
l After Root, type the FTP server root. The default FTP server root is /ftp/switches/.
l After Username, type the user name for the FTP server.
l After Password, type the password for the FTP server.
NOTE: Make note of this password. Any configuration changes made to the connector
after its initial save require you to re-enter this password and re-save.
5. After Reports Folder, type <drive letter:>\program files\Mitel\MiContact
Center\Extensions\WFM\Collected Data.
6. If you want to store a copy of files on the Enterprise Server, enable the Keep Local Files
check box.
7. After Media Server Mapping, determine the destination for reports by entering a report folder
identifier for each media server.
NOTE: You can use the same destination folder for all media server reports.
8. If you want to exclude media server(s) from collecting Workforce Management data, deselect
the Reporting enabled check box, which is enabled by default.
9. Under Real-Time Data Socket Settings
l After Port, type the socket port number, typically 6999. No value less than 1024 is
permitted.
l After Username, type the socket user name. Socket user names must have an
alphanumeric value of 15 characters or less with no spaces.
l After Password, type Monet.
NOTE:Make note of this password. Any configuration changes made to the connector
after its initial save require you to re-enter this password and re-save.
l After Heartbeat Interval (seconds), select the interval in seconds between each
Heartbeat Request message.
Heartbeat Request messages are issued by the Enterprise Server to Monet clients to
establish and maintain communication. Monet clients receive these Heartbeat Request
messages and respond to them. If the server does not receive a response message
after waiting at least twice the specified heartbeat interval, it may terminate the session
with the Monet client without notification. Setting the interval to zero helps ensure
communication between the server and the client.
10. If you are saving configuration changes to a pre-existing configuration, re-enter the password
for the FTP server and Real-Time Data Socket Settings, and click Save.

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11. If this is an initial configuration and you are not making changes to a pre-existing configuration,
click Save.
12. Restart the MiContact Center WFM Connector Service.
NOTE: If the only changes made were enabling/disabling the 'Keep Local Files' option or
changes to the 'Reports folder', the MiContact Center WFM Connector Service does not need
to be restarted.
To configure Teleopti integration
1. In YourSite Explorer, under Enterprise, click Work Force Management.
2. After Type, select Teleopti from the drop-down list.
3. Under Historical Data Collecting Intervals
l After Demand Data (minutes), select the number of minutes' worth of collected data
for report creation.
l After Non-Demand Data (hours), select the number of hours' worth of collected data
for report creation.
l After Offset (minutes), select the number of minutes to wait before collecting data. To
ensure accuracy, the number of Offset minutes must be equal to or greater than 15
minutes.
4. Under Remote FTP Server
l After Address, type the address of the FTP server to which you will send reports.
l After Port, verify the port number. The default port number is 21.
l After Root, type the FTP server root. The default FTP server root is /ftp/switches/.
l After Username, type the user name for the FTP server.
l After Password, type the password for the FTP server.
NOTE: Make note of this password. Any configuration changes made to the connector
after its initial save require you to re-enter this password and re-save.
5. After Reports Folder, type <drive letter:>\Mitel\MiContact
Center\CCM\Extensions\WFM\Collected Data.
6. If you want to store a copy of files on the Enterprise Server, enable the Keep Local Files
check box.
7. After Media Server Mapping, determine the destination for reports by entering a report folder
identifier for each media server.
NOTE: You can use the same destination folder for all media server reports.
8. If you want to exclude media server(s) from collecting Workforce Management data, deselect
the Reporting enabled check box, which is enabled by default.
9. Under Real-Time Data Socket Settings
l After Port, type the socket port number, typically 6999.No value less than 1024 is
permitted.
l After Username, type the socket user name. Socket user names must have an
alphanumeric value of 15 characters or less with no spaces.
l After Password, type Teleopti.
NOTE:Make note of this password. Any configuration changes made to the connector
after its initial save require you to re-enter this password and re-save.
l After Heartbeat Interval (seconds), select the interval in seconds between each
Heartbeat Request message.

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Heartbeat Request messages are issued by the Enterprise Server to Teleopti clients to
establish and maintain communication. Teleopti clients receive these Heartbeat
Request messages and respond to them. If the server does not receive a response
message after waiting at least twice the specified heartbeat interval, it may terminate
the session with the Teleopti client without notification. Setting the interval to zero
helps ensure communication between the server and the client.
10. If you are saving configuration changes to a pre-existing configuration, re-enter the password
for the FTP server and Real-Time Data Socket Settings, and click Save.
11. If this is an initial configuration and you are not making changes to a pre-existing configuration,
click Save.
12. Restart the MiContact Center WFM Connector Service.
NOTE: If the only changes made were enabling/disabling the 'Keep Local Files' option or
changes to the 'Reports folder', the MiContact Center WFM Connector Service does not need
to be restarted.

CONFIGURING VERINT IMPACT 360 FOR WORKFORCE

MANAGEMENT INTEGRATION
Verint Impact 360 requires additional components to be configured on the Impact 360 server to
integrate with Workforce Management. To activate the Workforce Management plugin after making
the necessary configurations on your Verint Impact 360 server, contact Verint for a technician to
activate the plugin and verify in their logs that the integration is running properly.
NOTE: Before configuring Verint Impact 360 for Workforce Management integration, ensure the
following are installed on the Verint Impact 360 server:
l .NET Framework 4.5
l Microsoft WSE 3.0 Runtime
To configure Verint Impact 360 for Workforce Management integration
1. On your Enterprise Server, create a .zip file of the following folder:
<drive>:\Program Files (x86)\\Mitel\MiContact Center\Services\WFM
2. On your Impact 360 server, locate the prairieFyre plugins folder.
By default, this folder can be found at C:\Program Files\Verint Systems\Integration
Server\Plugins\PrairieFyre.
3. Extract the contents of your .zip file to the prairieFyre plugins folder.
4. In the prairieFyre plugins folder, locate
prairieFyre.WFM.Controller.Impact360.RealTime.exe.config and open it in an editor.
5. After EnterpriseServerIP, enter the IP of the Enterprise Server.
6. After BPFXServer, enter the name of Impact 360 server.
7. After BPFXDesc, enter the name configured for the adapter in Impact 360.
8. Save and close the editor.
9. In the Registry Editor on the Impact 360 server and add the following Registry entry:
[HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\prairieFyre Software
Inc\CCM\Enterprise\WFM]
"LogName"="WFMRealTime"
"LogLevel"="3"

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SETTING UP MiVOICE BORDER GATEWAY ON THE

MITEL APPLICATION SERVER
MiVoice Border Gateway enables MiContact Center applications to run from any remote computer,
without the use of a Virtual Private Network (VPN). This solution offers the same trusted
characteristics as with standard MiVoice Border Gateway deployments (with a hard phone set): local
streaming, secure RTP, jitter buffering and packet handling QoS, and G.729 and G.711 encoding.
For instructions on configuring MiVoice Border Gateway on the Mitel Application Server for
MiContact Center, see the MiVoice Border Gateway documentation.
NOTE: The MiContact Center MiVoice Border Gateway Connector does not support TLS 1.2+ as
the SSL Ciphers setting in MiVoice Border Gateway.

CONFIGURING MICROSOFT DYNAMICS CRM

CONNECTOR
Mitel Microsoft Dynamics CRM Connector delivers real-time customer data to employee desktops
as calls arrive withContact Center Screen Pop. With critical customer information at hand,
employees can reduce call response and duration times. By streamlining business processes,
contact centers of any size can improve efficiency, increase revenues, and boost customer
satisfaction.
.NOTE:
l Microsoft Dynamics CRM Connector is a Mitel MiContact Center Consulting and Integration
Services offering provided through Mitel Networks. You must contact micc_
customdevelopment@mitel.com in order to receive the installation files for this product. You
must include your site ID when contacting MiContact Center Consulting and Integration
Services.
l Microsoft Dynamics CRM Connector functionality requires you to be licensed for Contact
Center PhoneSet Manager, Contact Center Screen Pop and IVRRouting with Collected
Digits (to screen pop based on Verified Collected Digits)
Please refer to the MiContact Center and Business Reporter System Engineering Guide for a list of
supported Microsoft CRM versions.
For details on Microsoft Dynamics CRM features and functionality and user documentation, see
http://crm.dynamics.com/

CONFIGURING MICROSOFT DYNAMICS CRMCONNECTOR

To configure Microsoft Dynamics CRM Connector, you must
l Specify CRM server settings
See "Specifying CRM server settings" on page 169.
l Create search masks
See "Creating a search mask" on page 169.
l Specify search fields
See "Specifying search fields" on page 170.

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Once you have completed specifying the CRM server settings, creating search masks, and
specifying your search fields, you can then start specifying custom URLs and creating CRM screen
pops. See "Creating a Custom URL" on page 171 and "Creating a CRM screen pop" on page 172.

Specifying CRM server settings

To specify CRM server settings
1. In YourSite Explorer, under Enterprise, click Proserv Plugins.
2. Click Microsoft CRM.
3. Click the CRM Server Settings tab.
4. In the Server Domain text box, enter the name of the domain on which the CRM server
resides.
This is only required for On Premise installations of Microsoft CRM.
5. In the Server Address text box, enter the address used to browse to the CRM server. For
example, http://appserver:1010/orgName/.
Ensure the organization name in Microsoft CRM is specified in the URL unless you have
multiple organizations and wish to screen pop on different ones.
Web Service Address and Meta Data Address are static and pre-configured.
6. In the UserName text box, type the name used to connect to the CRM server. For internet-
facing deployments of Microsoft CRM you must specify the domain and username (Example:
user@domain.com)
CAUTION: Passwords cannot be changed.
7. In the Password text box, type the password used to connect to the CRM server.
8. Select the This is a Cloud Instance check box if the CRM instance is a Windows Live ID
cloud instance.
9. Select the This is an IFD Instance check box if the CRM instance is an internet-facing
deployment.
10. Click Save changes.

CREATING AND EDITING SEARCH MASKS

Search masks are used to identify the way phone numbers are configured in your CRM database
and ensure that Microsoft Dynamics CRM Connector will display screen pops for each type of
phone number configuration in your database.

Creating a search mask

To create a search mask
1. In YourSite Explorer, under Enterprise, click Proserv Plugins.
2. Click Microsoft CRM.
3. Click the Search Masks tab.

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4. In the Pattern text box, enter number signs (#) to type the pattern of the phone number
configured in your CRM database that you will use to display screen pops.
For example, if the phone numbers configured in your CRM database follow the patterns
1234567 and (123)456-7890, you would create two search masks: ####### and (###)###-
####.
5. If you want the search mask to be active so screen pops will immediately display based on
the search mask, select the Enabled check box.
If the search mask is not enabled, screen pops will not display based on the configured search
mask pattern.
6. Click Insert.

Editing a search mask

To edit a search mask
1. In the Search Masks tab, click Edit.
2. Enter number signs to type the new pattern and/or select (or deselect if it has been selected)
the Enabled check box if you want to change whether the search mask is or is not active so
screen pops immediately display based on the search mask.
3. Click Update.

Deleting a search mask

To delete a search mask
l Click Delete beside the search mask.

SPECIFYING SEARCH FIELDS

Search fields are used to specify the CRM entity that will screen pop based on the search masks
you have created for contact phone numbers. You can screen pop CRM based on the following
entities: Lead, Account, Case, Contact, and Opportunity.

Creating a search field

To create a search field
1. In YourSite Explorer, under Enterprise, click Proserv Plugins.
2. Click Microsoft CRM.
3. Click the Search Fields tab.
4. Select the CRM entity to screen pop from the Entity drop-down list.
5. In the Display Name text box, enter a name in the Display Name field for the search field.
NOTE: The display name must be unique.
6. Enter a name in the Schema Name text box.
NOTE: The schema name must be unique.
7. Click Insert.

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Editing a search field

To edit a search field
1. In the Search Fields tab, click Edit.
2. Enter the new Display Name and/or Scheme Name.
3. Click Update.
The search field will save your changes.

Deleting a search field

To delete a search field
l Click Delete beside the search field.

SPECIFYING CUSTOM URLS

Custom URLs are used to specify an external web page to pop instead of the stock Microsoft CRM
URLs. This enables you to pop a completely different web application when searching and/or finding
Microsoft CRM for entities. You can specify a custom URL for the following scenarios:
l When no entity is found
l When one entity is found
l When multiple entities are found
The URL can also be configured to pass the variable it search on (ANI or Collected Digits) as well as
the entity ID that it found. The entity ID option to pass is only populated when one entity is found.

Creating a Custom URL

To create a search field
1. In YourSite Explorer, under Enterprise, click Proserv Plugins.
2. Click Microsoft CRM.
3. Click the Custom URLs tab.
4. In the Name text box enter a unique name for the URL.
5. In the URL text box, enter a URL that you wish to launch (Example: http://Example.com).
NOTE: You can pass some parameters to this URL by specifying the following variables: {0}
will pass the screen pop variable you used to search (ANI or Collected Digits, {1} will pass the
entity id of a found entity (this will only pass a value if one entity is found).
An example URL with parameters is as follows: http://Example.com?phone={0}&foundentity=
{1}
6. Click Submit.

Editing a Custom URL

To edit a search field
1. In the Custom URLs tab, click Edit next to an existing custom URL.
2. Enter the new Name and/or URL.
3. Click Update.

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CRM SCREEN POPS

Once you have specified your CRM server settings, created search masks, and specified search
fields, you can create a CRM screen pop that will display customer information to your contact
center agents as calls come in. For each screen pop, you can create sub queries, which enable your
screen pops to search other CRM entities if the primary entity cannot be located.

Creating a CRM screen pop

To create a CRM screen pop
1. In YourSite Explorer, under Enterprise, click Proserv Plugins.
2. Click Microsoft CRM.
3. Click the Current Configurations tab.
4. Click Create Screen Pop.
The Screen Pop Wizard opens.
5. Type a name and description for the screen pop.
6. If you have multiple organizations in your Microsoft CRM instance and are creating multiple
screen pops between different organizations, type the organization name in the MSCRM
Organization text box.
7. Click Next.
8. Specify the parameter to use in the screen pop.
9. Click Next.
10. Specify whether you will screen pop on ACD calls or non ACD calls and select the queues
that will be associated with this screen pop by selecting the queues from the Available
queue(s) list and clicking > or >> to move them to the Selected queue(s) list.
11. Click Next.
12. After Entity, select the CRM entity field to search and then specify the search fields used to
perform the search.
13. Click Next.
14. After Entity, select the CRM entity to screen pop. If you created a custom URL, select
Custom URL in the Entity list and then specify the URL from the URL if One Result Found
list. Optionally, you can select a custom URL if multiple results are found from the URL if
Multiple Results Found list.
15. Click Next.
16. Select the search masks that will be associated to this screen pop by selecting the search
masks from the Available search mask(s) list and clicking > or >> to move them to the
Selected search mask(s) list.
17. Click Next.
18. Select the action to take when no CRM record is found based on your search criteria. If you
created a custom URL select Custom URL in the Entity list and then specify the URL from
the Select Custom URL list.
19. Optionally, to have the default action always create a screen pop, enable the Always Pop
Default Action check box.
20. Optionally, to create a phone activity for each time a screen pop displays, select the Enable
Phone Activity check box.

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21. If you want this screen pop to be active immediately, select the Enable Screen Pop check
box.
22. Click Next.
23. Click Finish.

Editing a CRM screen pop

To edit a CRM screen pop
1. Click Edit.
The Screen Pop Wizard opens.
2. Specify the CRM screen pop options as required.
3. Click Finish when you reach the final page of the Screen Pop Wizard.

Deleting a CRM screen pop

To delete a CRM screen pop
1. Click Delete beside the screen pop you want to delete.
A confirmation message appears.
2. Click OK.

Sub queries
Sub queries enable your CRM screen pops to search for another CRM entity if the screen pop fails to
locate the primary entity. If you had a CRM screen pop set up to find an account based on ANI, you
could then create a sub query on that account screen pop to search Contact on that same ANI in
case an Account entity is not found.

Creating a sub query

To create a sub query
1. Click the Current Configurations tab.
2. Click Sub Queries beside the screen pop to which you want to add a sub query.
3. Click Create New Query.
The Screen Pop Wizard opens.
4. Type a name and description for the screen pop.
5. If you have multiple organizations in your Microsoft CRM instance and are creating multiple
screen pops between different organizations, type the organization name in the MSCRM
Organization text box.
6. Click Next.
7. Beside Entity, select the CRM entity field to search and then specify the search fields used to
perform the search.
8. Click Next.

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9. Beside Entity, select the CRM entity to screen pop. If you created a custom URL please
select Custom URL in the Entity list and then specify the URL from the URL if One Result
Found list. You may also select a custom URL if multiple results are found from the URL if
Multiple Results Found list.
10. Click Next.
11. Select the search masks that will be associated to this screen pop by selecting the search
masks from the Available search mask(s) list and clicking > or >> to move them to the
Selected search mask(s) list.
12. Click Next.
13. If you want this screen pop to be active immediately, select the Enable Screen Pop check
box.
14. Click Next.
15. Click Finish.

Editing a sub query

To edit a sub query
1. Click Edit.
The Screen Pop Wizard opens.
2. Specify the CRM screen pop options as required.
3. Click Finish when you reach the final page of the Screen Pop Wizard.

Deleting a sub query

To delete a sub query
1. Click Delete beside the screen pop you want to delete.
A confirmation message appears.
2. Click OK.

INSTALLING THE MICROSOFT DYNAMICS CRM CONNECTOR

PLUGIN
In order for agents to receive screen pops, they must have the client-side portion of the Microsoft
Dynamics CRM Connector. This client-side portion of Microsoft Dynamics CRM Connector is a
plugin (Add-on) to Contact Center Client and PhoneSet Manager. This plugin can be pushed out
automatically to all Contact Center Client installations or installed manually on individual machines.
To install Microsoft Dynamics CRM Connector plugin automatically
1. On the MiContact Center Enterprise Server, copy the file <drive>:\Program Files\Mitel\
MiContact Center\Extensions\Client\CCCPlugin.zip to the folder <drive>:\Program
Files (x86)\Mitel\MiContact
Center\WebSites\CcmWeb\applications\ContactCenterClient.
2. Copy the file <drive>:\Program Files (x86)\Mitel\MiContact Center\WebSites\CcmWeb\
applications\CCCPluginsManifest.xml to the desktop for backup purposes.
3. Copy the file <drive>:\Program Files (x86)\Mitel\MiContact
Center\WebSites\CcmWeb\applications\ClientUpdaterManifest.xml to the desktop for
backup purposes.

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4. Open the file <drive>:\Program Files (x86)\Mitel\MiContact

Center\WebSites\CcmWeb\applications\CCCPluginsManifest.xml with an editor.
5. Edit any number in the "manifestId" variable to be a different number.
For example,
manifestId="{c8a55a0f-3213-4fd1-b1cb-eacb89c1335f}"
could be edited to:
manifestId="{c9a55a0f-3213-4fd1-b1cb-eacb89c1335f}"
6. Save the file and exit Notepad.
7. After approximately 10 minutes, all Contact Center Client installations should have the
Microsoft Dynamics CRM Connector client plugin installed and should be enabled for MS
CRM screen pops.
To install Microsoft Dynamics CRM Connector client-side plugin manually
1. On the MiContact Center server, copy the folder <drive>:\Program Files
(x86)\Mitel\MiContact Center\Applications\ContactCenterClient\Plugins to a central
location that client machines can access such as a network share, USB key, etc.
2. On the client machine, copy the plugins folder from the central location to the folder
<<drive>:\Program Files (x86)\Mitel\MiContact Center\Applications\
ContactCenterClient\. The plugin is now installed and the client machine is enabled for MS
CRM screen pops.
3. Repeat step 2 for every machine you wish to enable for MS CRM screen pops.

CONVERTING MiCC OFFICE DATA

The MiCC Office Data Import Tool enables customers with historical MiCC Office data (collected
using either a 5000 or 3300 media server) to convert their data when migrating to MiContact Center.
The import tool is designed to process data from either Access or DB2 databases. Telephone
system information, such as agents and extensions, will be imported and all historic records will be
converted into ACD and SMDR files. A historical media server will be created, allowing you to retain
data for reporting purposes.
Historical media servers enable
l Historical reporting for queues, agents, and extensions
l Forecasting
l ACD and SMDR Inspector functionality
l Auditor functionality

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MiCC Office summary-based options, such as service level and spectrum values, can be modified
in YourSite Explorer. Summarize is performed on an on-demand basis from Management Console in
Contact Center Client. Historical media servers have no real-time functionality. All devices
associated with historical media servers are historical by default and cannot be edited or used to
collect any new data.
NOTE:
l If the MiCC Office server that houses the DB2 database is offline or not accessible through
the network, you must install and configure a DB2 Server on the host machine. After installing
the DB2 Server, restore the DB2 databases onto this server. You will access the databases
here using the import tool.
l For Access databases, the import tool requires the following files: System.mdw, config.mdb,
and one or any combination of the following: Ha<MMYYYY>.mdb, Hc<MMYYYY>.mdb,
Haday.mdb, Hcday.mdb, Hamonth.mdb, Hcmonth.mdb. For Version 4.11 or earlier, select
cvgwcfg.mdb instead of config.mdb.
l You should run, save, and store a copy of your MiCC Office reports before decommissioning
your MiCC Office server.
l Hunt groups and extensions in MiCC Office convert into paths, agent groups, and agents
when migrating to MiContact Center.
To convert MiCCOffice data
1. If you are converting a DB2 database, you must first install the IBM utility called IBM Data
Server Client. It is available for download from http://www-
01.ibm.com/support/docview.wss?uid=swg21385217.
2. Open the MiCC Office Data Import Tool, located in <installation drive>:\Program Files
(x86)\Mitel\MiContact Center\Applications\Intertel Import
Tool\IntertelDatabaseMigrationTool.
3. Under Database Source, select either Microsoft Access or DB2.
4. If DB2 is selected, in the MiCC Office Database text field, type the IP address of the
machine where the DB2 database resides and the name of the DB2 database using the
following format: <IP Address>\<Database Name>, and enter the login credentials of a DB2
Administrator on the host machine.
5. If Microsoft Access is selected, after MiCC Office Database, click Browse and browse to
the location of the files to import/convert.
6. Click OK.
7. After Start Date, select the start date for the data you want to import.
8. After End Date, select the end date for the data you want to import.
The Detected MiCC Office Version will update based on the version you are running.
9. If you want to retain historic MiCC Office data for reporting purposes, ensure the Create
historic media server check box is selected.
This option is selected by default. The files will be imported into <installation drive>:\Program
Files (x86)\Mitel\MiContact Center\DataDirectory. You can optionally choose to import the
files to an alternate location, and not create a historical media server, by selecting the Target
for Import check box. See step 11.

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10. If you have multiple, interconnected 5000 media servers that are configured through a CT
Gateway, select the Synchronized system uses CT Gateway check box.
NOTE: If the Create historic media server check box is enabled, the Synchronized system
uses CT Gateway option will be disabled.
11. If you want to summarize the data immediately after the conversion, select the Summarize
on completion check box.
This option is selected by default.
12. Optionally, to generate data files without creating a media server in the database, beside the
Target for Import field, click Browse, and select a location to which you want to import the
data.
The Target for Import option is not available if you selected the Create historic media server
check box.
13. Click Import.

CONFIGURING WALLBOARDER
The WallBoarder application displays real-time performance statistics and text messages on one or
more Spectrum Light Emitting Diode (LED) reader boards (wall signs).

WALLBOARDER PARAMETERS
WallBoarder consists of site(s), sign groups, signs, sign variables, sign messages, and sign plans.

Site
At the Site level, you
l Add sign groups to your site by clicking Add=>Sign group.
l Specify the name of the computer on which the MiContact Center Wallboard Service is
installed on the Edit WallBoarder Service for tab.
l Enable priority messages on the Priority message tab.
l View communications between the MiContact Center Enterprise Service and the MiContact
Center Wallboard Service on the Database load log tab.
l Verify the serial addresses of your wall signs on the Query signs tab.
l Add sign variables to your site by clicking Add=>Sign variable.
l Add sign messages to your site by clicking Add=>Sign message.
l Add sign plans to your site by clicking Add=>Sign plan.

Edit WallBoarder Service for tab

The Edit WallBoarder Service for tab provides the following function:
l The WallBoarder Service is installed on the following computer specifies the computer on
which the MiContact Center Wallboard Service is installed.

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Priority message tab

NOTE:
l You create priority messages on the Add sign message tab.
l Priority messages override all of the other messages.
The Priority message tab provides the following function:
l Enable this priority message for this sign group immediately sends a message to all of the wall
signs in the sign group immediately, overriding any business hour, or scheduled messages.

Database load log tab

Under Diagnostics, the Database load log tab records communications between the MiContact
Center Data Collection Service and the MiContact Center Wallboard Service, and indicates if the
MiContact Center Wallboard Service has loaded the sign plan configured by the MiContact Center
user.

Query signs tab

Under Diagnostics, the Query signs tab lists the wall signs the MiContact Center Wallboard Service
can locate, and information relating to these signs. It displays the serial addresses of the wall signs.
This can come in handy.
For example, you have connected a wall sign to Com port 3, have configured the sign and specified
the com port value in WallBoarder, and have reset the wall sign, but it does not display the
messages in the sign plan. Most likely, the serial address of the sign is not the same as that
configured in WallBoarder. The Query signs tab displays the true serial address of the wall sign. You
can easily verify the address and amend the address on the Edit sign tab for the sign.

Sign groups
NOTE: You must create at least one sign group in order to register wall sign addresses. You can
include all of the wall signs under one sign group, or create additional sign groups. Sign groups
dictate which messages are displayed by particular wall signs.
At the Sign group level, you can
l Edit sign groups on the Edit sign group tab.
l Define the wall sign refresh interval and reset wall signs on the Advanced tab.
l Add signs to your sign groups by clicking Add=>Sign.
Sign addresses distinguish wall signs for messaging purposes. Each wall sign has a unique sign
address. You add one or more signs to a sign group. For example, you could add Wall sign 1 to Sign
group 1, and Wall signs 2 to 4 to Sign group 2. You associate each sign group with a sign plan. Using
sign groups and sign plans you can display the same message on one or more wall signs, or display
unique messages on all wall signs.

Edit sign group tab

The Edit sign group tab provides the following functions:
l Name lists the name of the sign group.
l Site is the contact center site where WallBoarder is installed.

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Advanced tab
The Advanced tab provides the following functions:
Reinitialize all of the wall signs every x seconds
The Reinitialize all of the wall signs every x seconds field restarts all of the wall signs in the sign
group (clearing all of the sign memory) at the time interval you specify.
Refresh all of the sign messages every x seconds
The Refresh all of the sign messages every x seconds field resends all of the messages to all of the
wall signs in the sign group at the time interval you specify. If you see question marks [???] instead
of statistics on a wall sign, this means the MiContact Center Enterprise Service does not have a
value for the variable. There are two reasons why the MiContact Center Enterprise Service does not
have a value for the variable: it is in the process of loading the variable or the telephone system has
not sent any real-time information yet.
Refresh all of the ACD sign variables every x seconds
The Refresh all of the ACD sign variables every x seconds field updates all of the variables on all of
the wall signs in the sign group at the time interval you specify.
Update wall signs in serial for sign messages
The Update wall signs in serial for sign messages check box updates the wall signs in a sign group
individually for sign messages, at the refresh time interval you specify.
Update wall signs in serial for sign variables
The Update wall signs in serial for sign variables check box updates the wall signs in the sign group
individually for sign variables, at the refresh time interval you specify.
Minimum pause time between wall sign updates is x seconds
After WallBoarder sends a message or variable update to a wall sign, the Minimum pause time
between wall sign updates is x seconds field suspends the transmission of subsequent information
to the wall sign for x seconds. Typically you select a value greater than zero only if you have a small
Spectrum reader board, such as the 251C reader board.
Minimum display time for a message is x seconds
After WallBoarder sends a message to a wall sign, the Minimum display time for a message is x
seconds field displays the message for a minimum of x seconds. This ensures you can view the
message for a sufficient amount of time before a subsequent message displays.
Minimum pause time after beep is sent is x seconds
If you select the Beep check box on the Add sign plan tab, the wall sign produces an audible beep
prior to displaying each message. It takes a few seconds for the beep to occur. Therefore, the wall
sign is delayed in receiving messages by a few seconds.
The Minimum pause time after beep is sent is x seconds field suspends the transmission of
messages to the wall sign for x seconds, to accommodate the beep.

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Reinitialize all of the wall signs in this sign group

The Reinitialize all of the wall signs in this sign group command restarts all of the wall signs in the
sign group instantly, clearing all of the sign memory.
Apply to all of the sign groups at this site
The Apply to all of the sign groups at this site command applies the configuration values on the
Advanced tab to all of the sign groups at the site.

Signs
At the Sign level, you
l Configure sign information on the Add sign tab.
l Configure sign connectivity information on the Connectivity tab.
l Reset the wall sign and send a test message to the wall sign on the Tools tab.
l Add signs to your sign groups by clicking Add=>Sign.

Diagnostics
Under Diagnostics, the following tabs list information pertaining to wall sign function and are used for
trouble shooting purposes:
l General
l Properties
l Tool tab
l Error reporting
l Current message tabs

Tools tab
Under Diagnostics, the Tools tab displays wall sign settings and provides the following functions:
l Reset sign restarts the wall sign and empties the sign memory.
l Get status displays the latest sign diagnostics.
l Send test message sends a message to the wall sign to test the connectivity.

Sign messages
At the Sign message level, you
l Compose, test, and save message strings displayed on wall signs on the Add sign message
tab
Message strings indicate to the wall sign how messages are displayed. They are constructed
of
l Text
l Queue and queue group performance variables (Variables)
l Display characteristics (Position, Color, Effects, Special, and Miscellaneous)
l Add sign messages to your site by clicking Add.

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Add sign tab

The Add sign tab provides the following functions:
Name
The Name field specifies the name of the sign.
Sign address
The Sign address field specifies the address of the wall sign. Each wall sign has a unique address.
You use a keypad provided with the master sign to set the internal addresses of your signs. The
addresses distinguish wall signs for messaging purposes. If you have one wall sign only, its address
is 00. If you have more than one wall sign, then the address of the master sign is 01.
NOTE: When you assign serial addresses to your Spectrum wall signs using remote or software
spectrum tools, you must specify sign addresses greater than 9 as hexadecimal variants. For
example, the following decimals are converted to hexadecimal: 10 = a, 11 = b, 12 = c, 13 = d, 14 = e,
15 = f.
Sign group
The Sign group field specifies the sign group to which the sign belongs.
Connectivity tab
NOTE: The default data bits, parity bit, and stop bits Com port settings for newer Spectrum IP/Serial
wall signs are 8, None, 1. In the past, the default Com port settings were: 7, Even, 2. If you select
one set of Com port values and the wall sign does not display information, try selecting the other set
of Com port values, or refer to the Spectrum documentation to verify the correct default Com port
settings.
The Connectivity tab provides the following functions:
l Com port or TCP/IP specifies the sign connectivity. The default value for Com port is 1.
l The default value for Baud rate is 9600.
l The default value for Data bits is 8.
l The default value for Parity bit is None.
l The default value for Stop bits is 1.
l TCP specifies the TCP/IP address of the wall sign.
l DNS specifies the name you assigned the wall sign on the network.
l Port specifies the port number used by the wall sign.
l Sign memory specifies the memory capacity of the sign (typically 32k).
l Reset this wall sign when it does not respond and at midnight resets the wall sign. When the
MiContact Center Wallboard Service restarts, it queries the wall sign for the information listed
on the sign Diagnostics tabs. If it does not get an answer, it resets the wall sign.

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Add sign message tab

The Add message tab provides the following functions:
l Name specifies the name of the message.
l Site is the contact center site where WallBoarder is installed.
l Test message sends the message to the wall sign so you can verify it works.
Variables
You associate a queue, queue group, or agent group, and a performance variable with the sign
variable on the Variable tab. You specify display characteristics and color-coded alarm thresholds.
When you incorporate a sign variable, such as Sign Variable 6, in a message string, the real-time
value of the associated performance variable is displayed.
Position
The Position tab specifies the vertical position of the message string on the wall sign. If you do not
specify the text position, the wall sign defaults to the fill mode. The message enters the wall sign
from the upper left corner and scrolls to fill up to three rows of text. If you specify the text position, do
so before you set other display features.
Color
The Color tab specifies the color of the text you type in the message string, and the color of any pre-
defined text and graphics you select on the Special tab. You can specify different colors for each
word in the text string. If you specify text coloring, do so after specifying text positioning, but prior to
specifying other display features. Some Spectrum signs offer more color choices than other
Spectrum signs. Please refer to the Spectrum product brochure for more information.
Effect
The Effects tab specifies how messages move across wall signs. If you do not specify effects, the
wall sign defaults to the Automode option. Automode produces random message display formats,
such as message strings that flash or roll to the left.
Special
The Special tab provides display features and illustrations you can add to message strings.
Misc
The Misc (Miscellaneous) tab specifies the speed at which WallBoarder displays message strings,
the size of message string text, the display time and date, and other features.

Sign variables
At the Sign variable level, you
l Associate a queue or queue group, and a performance variable with the sign variable on the
Add sign variable tab.
l Define and save display characteristics for sign variables on the Advanced tab.
l Add sign variables to your site by clicking Add.

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Add sign variable tab

The Add sign variable tab provides the following functions:
l Name specifies the name of the sign variable.
l Site is the contact center site where WallBoarder is installed.
l Select a device type group specifies the device type (queue or queue group) you will associate
with the sign variable.
l Select a device specifies the device you will associate with the sign variable (for example,
Queue Group 1).
l Select a variable type specifies the performance variable you will associate with the sign
variable (for example, Agents on ACD).

Advanced tab
The Advanced tab provides the following functions:
l Select display options for this variable specifies the number of characters reserved for a
performance variable in the message string. It centers, left-justifies, or right-justifies the
performance variable within the variable string position.
l Enable variable color based on these thresholds defines color-coded alarms for performance
thresholds for the variable.

Sign plans
The MiContact Center Wallboard Service displays messages in the following order:
1. Priority messages
2. Business-hour messages
3. Scheduled messages
4. Sign plan messages
5. Default sign plan message
At the Sign plan level, you
l Create a sign plan.
l Associate the sign plan with a sign group.
l Specify up to five statements (conditions) for the sign plan on the Add sign plan tab.
l Specify the hours of operation for your business on the Business hours tab.
l Schedule messages to be displayed on the Scheduled messages tab.
When you configure a sign plan, you can configure up to five messages for a sign group. The
conditions, or values, of variables dictate which message strings WallBoarder displays, and the
priority in which WallBoarder displays them. If none of the conditions are satisfied, WallBoarder
displays the default message on all of the wall signs. The default message can be a message
congratulating agents, or informing them of an upcoming meeting or other need-to-know information.

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Add sign plan tab

The Add sign plan tab provides the following functions:
l Name specifies the name of the sign plan.
l Sign group specifies the sign group to which the sign plan applies.
l If check boxes activate conditional messages. You can specify up to five statements
(conditions). Conditions dictate which message strings WallBoarder displays, and the priority
in which WallBoarder displays them.
l Sign variable specifies the sign variable to display for the current (active) condition.
l Evaluates to specifies the value, above or below which, WallBoarder displays the message
string associated with the sign variable for the current condition.
l Play message specifies the sign message to display for the current (active) condition.
l Beep programs the wall sign to produce an audible beep prior to displaying a message for a
satisfied condition.
l Default message to play if no variables have triggered a message to play specifies a default
message to display on the wall sign. WallBoarder displays the message during periods when
the defined conditions ('If' statements) are not satisfied for the sign group. That is, when call
center performance objectives are being met.

Business hours tab

The Business hours tab provides the following functions:
l Outside business hours display this message specifies which message is displayed on the
wall signs after business hours.
l Business-hours schedule for this sign plan specifies the hours of the day for the sign plan
l Apply this business-hours schedule to all of the sign plans at this site applies the schedule to
all of the sign plans at your contact center site.
The Scheduled messages tab provides the following function:
l Play this message during these hours specifies the message to be displayed and the
schedule for displaying the message.
NOTE: You create schedules under YourSite=>Schedule.

CONNECTING SPECTRUM WALL SIGNS

If you have multiple wall signs, you can daisy chain the wall signs together. Figure 11 illustrates the
connectivity between the Enterprise Server and the master sign (Wall sign 1). The Enterprise Server
connects to the master sign over an RS-232 25-pin cable, an RS-485 converter, and RS-485 RJ-11
cabling. The master sign connects to slave signs over RS-485 cabling. In this setup, one Enterprise
Server com port is dedicated to your wall signs.

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Figure 11: Setting up Spectrum wall signs

If you do not want to dedicate an Enterprise Server com port to your wall signs (or you simply need
another computer to connect to a wall sign), you can hook up your wall sign(s) to a client computer.
In CCMWeb, hover over Help and select Software downloads/Installations=>Remote Server Pack
to install a remote media server (data collection point) on a client computer. The computer connects
to the master wall sign over an RS-232 25-pin cable, an RS-485 converter, and RS-485 RJ-11
cabling, as in the proceeding setup. In this setup, one client computer com port is dedicated to your
wall sign(s).

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The new Spectrum IP wall signs plug into a network jack on the wall, just like your network printer.
Each wall sign has a unique sign address. You add one or more signs to a sign group. For example,
you could add Wall sign 1 to Sign group 1, and Wall signs 2 to 4 to Sign group 2. Keep in mind that all
of the signs in the same sign group, display the same messages. You associate each sign group
with a sign plan. Using sign groups and sign plans, you can display the same message on one or
more wall signs, or display unique messages on all of the wall signs.

CONFIGURING WALL SIGNS AND WALL SIGN MESSAGES

To configure wall signs and wall signs messages
1. For each site, select the computer on which the MiContact Center Wallboard Service is
installed.
See "Selecting the computer on which the MiContact Center WallBoard Service is installed"
on page 186.
2. Add sign group(s). (In the tree under Site, click Add=>Sign group.)
See "Creating sign groups" on page 187.
3. Add sign(s) to sign group(s) and send a test message to test the sign connectivity. (In the tree
under Sign group, click Add=>Sign.)
See "Adding signs to sign groups" on page 189.
4. Configure sign variables to use in sign plans. (In the tree under Site, click Add=>Sign
variable.)
See "Configuring sign variables" on page 190.
5. Configure sign messages to use in sign plans and test the messages. (In the tree under Site,
click Add=>Sign message.)
See "Configuring sign messages" on page 191.
6. Add and configure a sign plan for each sign group. (In the tree under Site, click Add=>Sign
plan.)
See "Creating sign plans" on page 192.
Optionally, users can
l Activate priority messages
See "Activating priority messages" on page 195.
l Schedule messages
See "Scheduling messages" on page 196.

Selecting the computer on which the MiContact Center WallBoard

Service is installed
To select the computer on which the MiContact Center WallboardService is installed
1. Under Enterprise, click WallBoarder.
2. Expand the Enterprise tree and click the name of your site.
3. The Edit WallBoarder Service for tab opens.
See Figure 12.
4. Under Select the count down number, select the how often the MiContact Center
Wallboard Service queries the Wallboard for information.

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5. After The WallBoarder Service is installed on this computer, select the computer on
which the MiContact Center Wallboard Service is installed.
6. Click Save.

Figure 12: Edit WallBoarder Service for Default Site Demo tab

Creating sign groups

NOTE: You must create at least one sign group in order to register wall sign addresses. You can
include all of the wall signs under one sign group or create additional sign groups. Keep in mind that
all of the signs in the same sign group display the same messages.
Sign addresses distinguish wall signs for messaging purposes. Each wall sign has a unique
address. You set the internal sign addresses using the keypad provided with the master sign and
register the sign addresses in WallBoarder on the Edit sign tab.
Each sign group has one or more signs. For example, you can specify that Sign group 1 provide real-
time displays for Wall sign 1, Sign group 2 provide real-time displays for Wall signs 2 to 4, and so on.
You associate each sign group with a sign plan. Using sign groups and sign plans, you can display
the same message on one or more wall signs or display unique messages on all of the wall signs.
Sign groups dictate which messages are displayed by particular wall signs.
Sign groups dictate which messages are displayed by particular wall signs.
To add a sign group and specify sign group information
1. Under Enterprise, click Wallboarder.
2. Click the name of your site.
The Edit WallBoarder Service for tab opens.
3. Click Add=>Sign group. The Add sign group tab opens.
See Figure 13.
4. After Name, type the sign group name.
5. After Site, select the contact center site where WallBoarder resides.

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6. Click the Advanced tab.

7. After Reinitialize all wall signs every, select a time interval for restarting all of the wall
signs in the sign group.
8. After Refresh all sign messages every, select a time interval for resending all of the
messages to all of the wall signs in the sign group.
If you see question marks [???] instead of statistics on a wall sign, this means the MiContact
Center Enterprise Service does not have a value for the variable. The Enterprise Server does
not have a value for the variable because it is in the process of loading the variable, or the
telephone system has not sent any real-time information yet.
9. If you are using an older sign and want to send messages to signs in text format rather than
binary, select Send sign messages in uncompressed format.
10. After Refresh all ACD sign variables every, select a time interval for updating all of the
variables on all of the wall signs in the sign group.
11. If you are using an older sign and want to send ACD sign variables to signs in text format
rather than binary, select Send sign messages in uncompressed format.
12. After Minimum pause time between wall sign updates is, select a time interval for
pausing between wall sign updates.
13. After Minimum display time for a message is, select a time interval for displaying a wall
sign message.
14. After Minimum pause time after beep is sent in, select a time interval for pausing after a
beep is sent.
15. If you want to reinitialize all of the wall signs, click Reinitialize all wall signs in this sign
group.
16. Click Save.
To apply a sign group's settings to all sign groups at a single site
1. Under Enterprise, click Wallboarder.
2. Click the name of the site.
3. Click the sign group.
4. Click the Advanced tab.
5. Click Apply to all sign groups at this site.

Figure 13: Add sign group tab

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Adding signs to sign groups

NOTE: You can add one or more signs to a sign group. Keep in mind that all of the signs in the same
sign group, display the same messages.
To add signs and specify sign information
1. Under Enterprise, click Wallboarder.
2. Click a site.
3. Click a sign group.
4. Click Add=>Sign.
The Add sign tab opens.
5. After Name, type the sign name.
6. After Sign address, select the address for the sign (for example, type 1).
You set the internal sign addresses using the keypad provided with the master sign, and
register the sign addresses in WallBoarder in the Sign address field.
7. After Sign group, select the sign group to which the sign belongs.
8. Click the Connectivity tab.
NOTE: The default data bits, parity bit and stop bits Com port settings for newer Spectrum
IP/Serial wall signs are 8, None, 1. In the past, the default Com port settings were: 7, Even, 2.
If you select one set of Com port values and the wall sign does display information, try
selecting the other set of Com port values, or refer to the Spectrum documentation to verify
the correct default Com port settings.
9. If you click Com port, accept the default settings for Com port, baud rate, data bits, parity bit,
and stop bits.
10. If you click TCP/IP, click TCP and specify the TCP/IP address of the wall sign, or click DNS
and specify the name you assigned the wall sign on the network.
11. If you selected TCP/IP, after Port, specify the port number used by the wall sign.
12. After Sign memory, select the memory for the sign based on manufacturing specifications.
13. Optionally, select the Reset this wall sign when it does not respond and at midnight
check box.
14. Click the Diagnostics tab.
15. Click the Tools tab.
See Figure 14.
16. To restart the wall sign and empty the sign memory, click Reset sign.
17. To display the latest sign diagnostics, click Get status.
18. To verify the wall sign setup, type a message and click Send test message.
19. Click Add=>Sign and repeat steps 4 to 12 to add additional signs to the sign group.
20. Click Save.

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Figure 14: Diagnostics tab

Configuring sign variables

You define and save display characteristics for sign variables (performance variables associated
with a particular queue or queue group) on the Add sign variable tab.
To configure sign variables
1. Under Enterprise, click Wallboarder.
2. Click +, located beside local site.
3. Click Sign variables.
The Add sign variable tab opens.
See Figure 15.
4. After Name, type a meaningful name for the sign variable (for example, type Calls waiting -
P800).
The name will display in a list of sign variables on the Message tab.
5. After Site, select the contact center site where WallBoarder resides.
6. After Select a device type, click a device type.
7. After Select a device, select a device.
8. After Select a variable type, select a performance variable (for example, select Abandoned).
9. Click the Advanced tab.
NOTE: Some performance variables require a display width of eight characters. For example,
WallBoarder displays the Average Speed of Answer Today in hh:mm:ss. If you select a value
less than 8 for the width, the at symbol @ will display on the wall sign in place of the Average
Speed of Answer Today statistic.
10. After Select display options for this variable, click Left, Center, or Right to left-justify,
center, or right-justify the performance variable within the variable string position, and accept
the default value for the width of displayed characters.

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11. After Width, select the width of displayed character.

12. To enable different colors to be displayed for different performance thresholds, select Active.
13. After If the value is less than, specify the threshold and select a color from the drop-down
list.
14. If a second threshold is wanted, after the second If the value is less than, specify the
threshold and select a color from the drop-down list.
15. After Otherwise use this color, select a color from the drop-down list for the variable when it
is not within the thresholds.
16. Click Save.

Figure 15: Add sign variable tab

Configuring sign messages

You compose, test, and save message strings displayed on wall signs on the Add sign message
tab. Message strings indicate to the wall sign how messages are displayed. They are constructed of
performance variables, text, display features, and optionally graphics.
Consider the message strings defined in Figure 16. WallBoarder displays the first message string on
the top line [PS02-Top Line] of the wall sign. It displays the Long Call Wtg = component of the
message string in red [C001-Red]. The message string flashes [MO03-Flash] across the sign at
display speed 2 [MI06-Display Speed 2]. It is comprised of text you type (Long Call Wtg =) and Sign
variable 1 [VA01-Calls], that displays the real-time value for the longest waiting caller performance
variable. The color of the sign variable statistic changes with the wait time of the longest waiting
caller, as per the threshold settings defined on the Variable tab.

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To create sign messages

1. Under Enterprise, click Wallboarder.
2. Select a site.
3. Click Sign messages.
See Figure 16.
4. After Name, type the message name.
The name will display in a list of sign messages on the Plan tab.
5. After Site, select the contact center site where WallBoarder resides.
NOTE: If you do not select display attributes, WallBoarder will post the message using default
display attributes.
6. Click the Position, Color, Effect, Special, and/or Misc tabs and double-click display
attributes to select them.
7. Type a message.
8. Click the Variables tab and double-click a variable to select it.
9. Click Send test message.
Confirm the message displays on the wall sign correctly.
10. Click Save.

Figure 16: Add Sign Message tab

Creating sign plans

You associate each sign group with a sign plan. Using sign groups and sign plans, you can display
the same message on one or more wall signs, or display unique messages on all of the wall signs.
All of the signs in a sign group display the same messages.

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If you have two wall signs (that are not daisy chained together) and you want to display the same
messages on both signs, you create one sign group, add both signs to it, and associate the sign
group with a sign plan. The serial addresses do not need to be unique in this case, as you are
communicating with each sign on a dedicated connection (for example, one sign may be connected
to a comport, and the other sign to the network using IP).
You dictate the messages displayed by particular wall signs on the Add sign plan tab. You can
specify up to five statements (conditions) using sign groups. Conditions dictate which message
strings WallBoarder displays and the priority in which WallBoarder displays them. If none of the
conditions are satisfied, WallBoarder displays the default message on all of the wall signs in the sign
group. The default message can be a message congratulating agents, or a message informing them
of an upcoming meeting or other need-to-know information.
Consider the conditions defined in Figure 17:
l The first condition specifies 'If Sign variable 1 (the calls waiting in P800) exceeds 10, play
Sign message 01'.
l The second condition specifies 'If Sign variable 2 (the agents logged on to P008) exceeds 45
seconds, play Sign message 02'.
l The third condition specifies 'If Sign variable 3 (the longest waiting caller in P008) drops below
6, play Sign message 03.'

Figure 17: Add sign plan tab

Creating sign plans for daisy-chained signs

If your wall signs are daisy chained together and you want to display the same messages on all of
the wall signs, you create one sign group, add your signs to it, and associate the sign group with a
sign plan. The wall signs share the same com port, but have unique serial addresses.
If your wall signs are daisy chained together and you want to display unique messages on all of the
wall signs, you must create one sign group for each sign in the chain, and associate each sign group
with a unique sign plan. The wall signs share the same com port, but have unique serial addresses.

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To create a sign plan

1. Under Enterprise, click Wallboarder.
2. Select a site.
3. Click Sign plan. The Add sign plan tab opens.
See Figure 18.
4. After Name, type the plan name.
5. After Sign group, select the sign group to which you will apply the sign plan.
6. Select the If check box to define the first conditional message for the sign plan.
7. Under Sign variable, select a sign variable.
8. Under Evaluates to, specify the threshold, above or below which, a sign message is
displayed.
9. Under Play message, select a sign message.
10. If you want an audible alarm to accompany the message, select Beep.
11. If you want additional conditional messages for the sign plan, repeat steps 6-10.
12. Click the Business hours tab.
13. After Outside business hours display this message, select a message to be displayed on
the wall signs after business hours.
NOTE: Business-hour messages override scheduled messages.
14. After Business hours schedule for this sign plan, select a schedule that defines the hours
of operation for your business.
15. If you want to apply the schedule to all of the sign plans at your contact center site, select
Apply this business-hour schedule to all of the sign plans at this site.
16. Click Save.

Figure 18: Add sign plan tab

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Activating priority messages

NOTE:
l You create priority messages on the Add sign message tab.
l Priority messages override all of the other messages.
To activate a priority message
1. Under Enterprise, click Wallboarder.
2. Select a site.
3. Click the Priority message tab.
See Figure 19.
NOTE: When you enable a priority message, WallBoarder displays the message on all of the
wall signs until you manually clear the Enable this priority message check box.
4. To send a priority message, select Enable this priority message and select a priority
message from the drop-down list to display on all of the wall signs at the site.
5. If you want an audible alarm to accompany the priority message, select Beep when this
priority message is played.
6. Click Save.

Figure 19: Priority message tab

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Scheduling messages
NOTE:
l You can create schedules under YourSite=>Schedule.
l Business-hour messages override scheduled messages.
You can schedule specific messages to play according to schedules.
To schedule a message
1. Under Enterprise, click Wallboarder.
2. Select a site.
3. Select a sign plan.
4. Click the Scheduled messages tab.
See Figure 20.
5. Select a check box to activate a schedule.
6. Select Play this message to activate the message.
NOTE: When you enable a scheduled message, WallBoarder displays the message on all of
the wall signs in the sign group (associated with the sign plan) until you manually clear the
Play this message check box.
7. After Play this message, select a message from the drop-down list.
8. After according to this schedule, select a schedule.
9. Click Save.

Figure 20: Scheduled messages tab

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Chapter 4
SERVICES AND DATABASE
ADMINISTRATION

Backing up data
ManagementConsole
Diagnostics monitor
MiContact Center Installation and Administration Guide

SERVICES AND DATABASE ADMINISTRATION

This section includes a description of how to back up data and of the functions available in
Management Console (updating server IP addresses, running the maintenance routine immediately,
summarizing data, creating a support package, controlling services, and converting Toolbox data
files to Mitel data files). Accessing the diagnostics monitor, for viewing log and error monitors, is also
described.

BACKING UP DATA
We recommend backing up Enterprise Server data on a regular basis as a preventive measure in
case of events that could cause loss of data and necessitate system restoration. The frequency of
backups depends on how important the data is to your business. If losing one week of data is
acceptable, then backing up once a week is sufficient. If losing more than one day of data is
unacceptable, then a daily backup strategy should be implemented.
NOTE: We strongly recommend storing backup files in a location outside of the Enterprise Server in
order to maintain essential data in the case of a hardware failure or catastrophic event. We
recommend you back up the SQL server data files, YourSite Database configuration data files, and
raw telephone system data files to an off-board media type (DVD, CD, tape, alternate network
drive).
The data files contained in the following default folders should be backed up using your corporate
backup solution. Suggested backup tools include Symantec Backup Exec and Microsoft System
Center Data Protection Manager:
l <drive>:\Program Files (x86)\Mitel\MiContact Center\BackupFiles - This folder contains
the nightly .xml backups of configuration data and IVR Routing and Multimedia Contact
Center workflows and prompts that are created during nightly maintenance.
l <drive>:\Program Files (x86)\Mitel\MiContact Center\DataDirectory - This folder stores
all raw telephone system data from the media servers. Using this data you can re-summarize
your raw data to enable reporting. This folder also contains the Multimedia repository for all
media, excluding voice.
In the event of server failure, you can restore your company history and configuration with
l A backup copy of .xml files.
l A backup copy of the SQL server data files.
l A backup copy of the YourSite database.
l The raw telephone system data files stored on the local hard drive.

BACKING UP .XML FILES

The maintenance routine automatically backs up an .xml file of the YourSite database every night.
This backup file is stored in the directory: <drive>:\Program Files (x86)\Mitel\MiContact
Center\BackupFiles. The maintenance routine keeps an .xml file for each of the last 30 days
maintenance ran.

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To back up or restore the .xml files

1. Start Contact Center Client.
2. Click Tools=>Management=>Configuration.
3. Click Back up/Restore configuration data.
4. Follow the steps in the Backup and Restore Wizard to back up or restore the database.

BACKING UP RAW TELEPHONE SYSTEM DATA FILES

To back up raw telephone system data files
1. On the Enterprise Server, right-click Start=>Explore.
2. Copy the <drive>:\Program Files (x86)\Mitel\MiContact Center\DataDirectory folder to
the desktop, a network share, or optionally store it on a CD.

BACKING UP ENTERPRISE SERVER CONFIGURATION DATA

CAUTION: Restoring the YourSite database deletes all of the current database table entries and
replaces them with the entries defined at the time of your last database backup. Any changes made
to the database in the interim are lost.
Backing up and restoring Enterprise Server configuration data offers protection in case you program
the database incorrectly, or a careless user reconfigures it. Mitel recommends you perform this
backup weekly, in addition to regular database maintenance. If required, you can later recover the
YourSite database data exclusively, rather than restoring the entire SQL database.
NOTE: As a security measure, if backed up data is restored on an Enterprise Server with a different
IP address than the Enterprise Server it was backed up on, all mail server incoming and outgoing
usernames and passwords will be blank in YourSite Explorer. Administrators must manually re-enter
mail server incoming and outgoing usernames and passwords.
To back up or restore the YourSite database
1. Start Contact Center Client.
2. Click Tools=>Management=>Configuration.
3. Click Back up/Restore configuration data.
4. Follow the steps in the Backup and Restore Wizard to back up or restore the database.
For any additional information, customers can contact their approved vendor. Certified channel
technicians can contact Mitel Technical Support.

BACKING UP SQL SERVER DATA FILES

You back up SQL Server data files to ensure you can replace corrupted or lost data as a result of
media problems, user errors, hardware failures, and natural disasters. Please review Microsoft
procedure for creating a recovery model that controls the backup and restores operations for a
database.

Understanding SQL Server recovery models

The following section details SQL Server recovery models and how they relate to backups and disk
space usage. There are three recovery models available for use with SQL Server:

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1. Simple
2. Full
3. Bulk logged
For detailed information on backing up SQL Server through SQL Server Management Studio, see
http://msdn.microsoft.com/en-us/library/ms187510.aspx.
For a complete overview of SQL Server recovery models, see
http://msdn.microsoft.com/en-us/library/ms175987(SQL.90).aspx
By default, SQL Server Express uses the Simple recovery model. Retail versions of SQL Server use
the Full recovery model. There are two things you must consider when deciding which recovery
model to use:
1. The importance of the data being stored in the SQL Server database.
2. The amount of disk space used by the transaction log file.
The only way to recover a SQL Server database is to restore it from a SQL Server backup. The type
of recovery model you use impacts the ability to restore the database.
The Simple recovery model is recommended for customers who do not have an IT department upon
which to rely for regular backups and who believe the summarization process is sufficient to re-
generate historical data. There are several things that should be considered when using the Simple
recovery model:
l The log file does not continually grow and is truncated each time a successful transaction is
completed.
l When the log file is 80% full, the log will automatically clear out old transactions and rewrite
the log file with the newer transactions.
l Point-in-time recovery is not supported with this model and the database can be restored only
from the last full or differential backup.
l This model is ideal when the data in the database is not considered mission critical, is being
backed up periodically, or can be restored from another means, such as summarization.
The Full recovery model is recommended for customers who have an IT department that can
manage scheduled backups. There are several things that should be considered when using the Full
recovery model:
l The log file will grow until a transaction log backup is successfully completed against the SQL
Server database. Transaction logs can be applied to full database backups to ensure point-in-
time recovery, up to the time when the last transaction log backup was taken.
l Point-in-time recovery is supported with this model
l This model requires a regular backup schedule and sufficient disk space to house the log file
as it grows between backups.
Frequency and scope of configuration changes may be a suitable indicator in determining which
recovery model to use. If configuration changes are infrequent and point-in-time recovery is not
critical, the Simple recovery model may be sufficient. However, when using the Simple recovery
model, we highly recommend that SQL Server backups are performed after any significant
configuration changes have been made to the database.

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Regardless of the recovery model used, it is strongly recommended that the data files collected by
the MiContact Center applications are backed up on a regular basis, as these files are used in the
summarization process to re-generate historical data.

MANAGEMENT CONSOLE
The Management Console application resides in Contact Center Client. Using Management
Console, you can administer the database, perform maintenance functions, create support
packages, and update your MiContact Center software.
Management Console consists of the following menus:
l Configuration
l Maintenance
l Support
l System
You open Management Console in Contact Center Client. The Console is available to users whose
security permissions permit them to use Management Console.
To open Management Console
1. Open Contact Center Client.
2. If prompted, type your user name and password.
3. Verify the Enterprise Server IP address.
4. Click Log on.
5. In the ribbon, click Tools=>Management.
6. Access the Configuration, Maintenance, Support, and System options by clicking on the
applicable icon in the Console.

UPDATING SERVER IP ADDRESSES

To apply Enterprise Server or SQL Database Server IP address changes to all MiContact Center
applications, you use the Update Server IP Address Wizard.
To apply the IP address change to all MiContact Center applications
1. In Management Console, click Configuration.
2. Click Update server IP address.
3. Follow the steps in the wizard to apply the IP address change universally.

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RUNNING THE MAINTENANCE ROUTINE IMMEDIATELY

MiContact Center runs the MiContact Center Maintenance AlarmDispatcher Service automatically
at 2:00 A.M. However, you can manually invoke the MiContact Center Maintenance
AlarmDispatcher Service at any time with the Run maintenance command.
To run the maintenance routine
1. In Management Console, click Maintenance.
2. Click Run maintenance.
A message notifies you that processing is complete.

SUMMARIZING DATA
The Summarize Data Wizard uploads historical telephone system data to the SQL database for a
specific date range.
If you run a report and notice that data for a particular device is missing from the report output, verify
the device is programmed in the telephone system and in the YourSite database. If you determine
the device is missing from the database, add it to the database and use the Summarize command to
update MiContact Center Data Collection Service and the SQL database with the complete raw
telephone system data (stored on the local hard drive). You can then produce reports on the device.
CAUTION:If data exists for an employee who was previously licensed but is currently unlicensed,
that data can be accessed in reports. However, if a summarization is done after the employee is no
longer licensed, there is a risk that the statistics currently calculated for the employee could be lost.
Relicensing the employee and performing a summarization will restore the statistics.
NOTE:
l When a summarize is performed the devices not programmed in the telephone system or
YourSite database are identified and logged to an XML file located in the Logs directory. The
files are named as in the following example, summarizeInspection[29-01-2007][29-01-2007]
[29-01-2007].xml, where the first date is the current date, the second is the start date of the
summarize, and the third is the end date of the summarize.
l If you attempt to summarize data and there is no data for that date an error opens. Please
select another date.
To summarize data
1. In Management Console, click Maintenance.
2. Click Summarize data.
3. Follow the steps in the Summarize Data Wizard to summarize the data.

CREATING AN ENTERPRISE SERVER SUPPORT PACKAGE

You can package your Enterprise Server telephone system records and YourSite configuration data
to send to Mitel for troubleshooting issues using the Support Package Wizard. The Support package
formats your data in a way that helps to resolve any problems.

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To create an Enterprise Server support package

1. In Management Console, click Support.
2. Click Create support package.
3. Follow the steps in the Support Package Wizard to package your telephone system records
and YourSite configuration data.
4. Click Finish.

CONTROLLING SERVICES
Services Manager controls all MiContact Center services and mandatory system services. A
complete list of these services displays in the Services Manager.
To control services
1. In Management Console, click System.
2. Click Services Manager.
3. Select the service to control.
4. Right-click the service.
The right-click menu opens. This enables you to control the service the following ways:
l Start
l Stop
l Pause
l Resume
l Restart
l Refresh
l Restart All Running Services
5. Select the action to perform.

CONVERTING DATA FILES

The Data file conversion tool enables you to convert Toolbox data files to Mitel data files. This
enables you to restore all historical data from competitor products when changing your contact
center solution to MiContact Center.
1. In Management Console, click System.
2. Click Data file conversion tool.
3. Select a media server from the list.
4. Click Browse and specify the location of the data files to be converted.
NOTE: The path must be accessible from the server. We recommend you use a Universal
Naming Convention (UNC) share.
5. Click Next.
The data file conversion will then process.
6. Click Finish to complete the data file conversion.

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DIAGNOSTICS MONITOR
The log and error monitors are accessed via Contact Center Client.
To access log and error monitors
1. Click Tools in the Contact Center Client ribbon.
2. Click either LogMonitor or Error Monitor, depending on what kind of log information you
want to review.
See Figure 21.

Figure 21: Diagnostics monitors

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Chapter 5
IVRROUTING

IVR Routing enhancements

ConfiguringIVR Routing
IVR Routing default workflows and
subroutines
IVR Routing workflow samples
IVR Routing complex workflow
configuration
Synchronizing IVR Routing Servers
Configuring IVR Routing for hot fixes
MiContact Center Installation and Administration Guide

IVRROUTING
Mitel IVRRouting is an all-in-one, scalable, integrated voice processing solution that works in
conjunction with MiContact Center.
IVRRouting enables you to rapidly and intuitively
l Build workflows in a drag-and-drop graphical interface
l Create and relay static, dynamic, and custom recorded prompts to callers in queue
l Provide callers with Updated Position in Queue (UPiQ) messaging
l Guide callers to the destination that best meets their needs
l Allow customers to request a queued callback by leaving a voice message or using the Web
l Provide workflow branching based off multiple conditions including ANI, DNIS, schedules,
and queue conditions
l Report on IVR activity
If you are licensed for IVRRouting, it is activated during the MiContact Center installation process.
NOTE:
l To support IVRRouting resiliency and redundancy, you must have at least one non-resilient
extension programmed on the queuing gateway and configured in the MiContact Center
database (either manually or via synchronization). In addition, there must be a MiTAI monitor
set on this extension. This is done in YourSite Explorer by ensuring the 'Disable real-time
monitoring, data collection and call handling on this device' check box is not selected. (Note:
This check box is deselected by default.) Having the MiTAI monitor set on the extension
enables our software to recognize when the connection to the queuing gateway is restored
following a network outage.
l As a limitation of the telephone system, dual-tone multi-frequency signaling (DTMF) digits are
only detected if the SIP trunks are configured to send via DTMF 2833. If your SIP trunks are
configured to send DTMF digits in-band, IVR Routing will not detect any DTMF digits.
l Call record data generated on remote instances of IVR Routing when the main IVR Routing
server is offline will not be reported on.

IVR ROUTING ENHANCEMENTS

IVR Routing offers enhancements to navigation, workspace customizing, and existing functionality
including
l An Outline pane
See "Viewing workflows at a glance: The Outline pane" on page 207.
l Focusing and breadcrumbs
See "Viewing specific portions of a workflow: Focusing and the Breadcrumb view" on page
207.
l A MiniMap window and a Pan mode
See "Navigating the Workflows Canvas:The MiniMap window and the Pan mode" on page
208.

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l A Zoom feature
See "Resizing workflows:The Zoom feature" on page 209.
l Expand All, Collapse All, and Restore buttons
See "Manipulating all activities in a workflow: The Expand All, Collapse All, and Restore
buttons" on page 209.
l The ability to save and copy workflows as images
See "Saving and copying workflows as images" on page 227.
l The ability to annotate activities and workflows
See "Annotating activities in workflows and subroutines" on page 269.
l Expanded troubleshooting for workflow configuration
See "Troubleshooting workflow configuration with the Validation button" on page 269.

WORKFLOW NAVIGATION IN IVR ROUTING

IVR Routing now makes it easier to view and navigate large workflows through several functionality
enhancements, including
l The Outline pane
l Focusing and breadcrumbs
l The MiniMap window and Pan mode
l The Zoom feature
l The Expand All, Collapse All, and Restore buttons

Viewing workflows at a glance: The Outline pane

The Outline pane displays your workflow in a binary search tree format. You can selectively view the
workflow and the parent-child relationships of activities and conditions by expanding or minimizing
individual items in the tree. By providing an overview of the workflow in a compact space, the Outline
pane enables you to efficiently view complex workflows and the relationships between activities.
You can configure activities or branches directly from the Outline pane by right-clicking in the search
tree. Right-clicking also highlights the activity in the workflow, providing a clear means of referencing
the specific activity you are configuring. If, for example, you have several similar activities in your
workflow, highlighting minimizes errors by helping you confirm you are configuring the correct
activity.
Double-clicking an item in the Outline pane brings that item into focus, enabling you to quickly
identify and update nested activities in complex workflows.

Viewing specific portions of a workflow: Focusing and the Breadcrumb

view
You can devote the entire Workflows Canvas to viewing specific portions of a workflow by double-
clicking activities or branches on the Canvas. This feature enables you to focus on precise elements
of complicated workflows and minimizes the need to use subroutines to conserve viewing space.

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When you focus on an activity or branch, the Canvas opens in breadcrumb view. Breadcrumbs at
the top of the Canvas indicate the portion of the workflow you are viewing and the parent elements of
those portions. After focusing on a specific portion of the workflow, you can incrementally expand
your view of the workflow by tracing back through parent relationships using breadcrumbs. You can
also right-click an activity and select 'Go To Parent'. The Breadcrumb view provides an ordered way
of redirecting your focus in the workflow from precise elements to the bigger picture.
Note that when working in the Breadcrumb view, only the items in focus can be configured. In order
to configure other items in the workflow, select the breadcrumb that brings the item into focus. (See
Figure 22.)

Figure 22: Focusing and the Breadcrumb view

Navigating the Workflows Canvas:The MiniMap window and the Pan

mode
The MiniMap window and the Pan mode enable you to navigate to sections of a workflow without
manipulating the horizontal and vertical scroll bars. The MiniMap window displays the workflow in a
pop out that you can use to navigate the Workflows Canvas. The Pan mode enables you to 'grab' the
Canvas and, using the mouse, choose what portion of the workflow is centered on the Canvas.
This feature enables you to navigate to specific sections of the workflow without manipulating the
horizontal and vertical scroll bars.
The following procedures explain how to
l Navigate the Workflows Canvas using the MiniMap window
l Navigate the Workflows Canvas using the Pan mode
To navigate the Workflows Canvas using the MiniMap window
1. Click IVR Routing=>Workflows, and select a workflow.
2. Click the MiniMap button, located to the right of the plus sign at the bottom of the workflow.
3. Click and drag the highlighted section over the workflow, as it appears in the MiniMap window.
4. To exit out of the MiniMap window, click the MiniMap button.

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To navigate the Workflows Canvas using the Pan mode

1. Click IVR Routing=>Workflows, and select a workflow.
2. Click the Toggle Pan Mode button, located to the left of the '100%' at the bottom of the
workflow.
The cursor displays as a hand icon.
3. Click anywhere on the Canvas to 'grab', and move the mouse to re-center the workflow.
4. To exit out of Pan mode, click the Toggle Pan Mode button.

Resizing workflows:The Zoom feature

You can adjust how large or small your workflow appears in the Workflows Canvas by manipulating
the slider bar or the plus/minus buttons at the bottom of the Canvas. Using these features, you can
zoom in to focus on precise elements of your workflow, or zoom out to get a birds eye view.
Expressed as a percentage, the Zoom feature also determines the size of the highlighted section of
the Overview window. For more information, see "Navigating the Workflows Canvas:The MiniMap
window and the Pan mode" on page 208.

Manipulating all activities in a workflow: The Expand All, Collapse All,

and Restore buttons
You can expand or collapse every activity and its corresponding branches in a single operation by
clicking the Expand All or Collapse All buttons. Clicking the Restore button will return your workflow
to the condition it was in before you expanded or collapsed the activities, enabling you to resume
your work efficiently.

CUSTOMIZING YOUR IVR ROUTING WORKSPACE

Several enhancements in IVR Routing offer additional options for customizing your workspace. New
workflows open as separate tabs in IVR Routing, freeing up visual space and showcasing individual
workflows on screen. You can open an existing workflow in a tab by double-clicking the workflow, by
right-clicking the workflow and selecting 'Open', or by selecting a workflow and clicking 'Edit'.
The Toolbar, Properties, and Outline panes can be minimized, expanded, or pinned to the
workspace. This enables you to choose how much of your screen is comprised of the workflow
versus configuration panes. These enhancements enable you to customize your workspace and
manage your screen space to better facilitate your work.

CONFIGURING IVR ROUTING

You configure all aspects of IVR Routing in YourSite Explorer.
We recommend you provision your IVR Routing environment in the following order:
1. Media servers - select the media server type and set the media server settings and options.
See "Adding 3300 ICP media servers" on page 46
2. Ports and extensions - select the extension type and set extension settings and options.
See "Configuring extensions" on page 211.

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3. Hunt groups - select the phone lines associated to each hunt group and configure the
destination point for each hunt group.
See "Configuring hunt groups" on page 215.
4. Workflows - add various activities and configure their properties and order of execution for
incoming calls.
See "Building workflows" on page 220.

VIEWING IVR ROUTING

You can view IVRRouting in two formats: Horizontal and Vertical.
To select a view type
1. Click IVR Routing.
2. In the ribbon, click View.
3. In the Page layout pane, select Horizontal or Vertical.

USING THE IMPORT WIZARD

The Import Wizard enables you to import a .csv file containing ANI, DNIS, Redirect, or HuntGroup
conditions. The .csv file must have individual pieces of information separated by commas or by tabs.
You can prepare a .csv file using Microsoft Notepad or Excel.
For information on importing .csv files using the Import tool, see "Importing a range of devices using
a .csv file" on page 77.

CHANGING MULTIPLE IVR ROUTING ITEMS AT A TIME

You can change multiple IVRRouting items at a time using the multi-select feature. This feature
saves you from having to make the same change to multiple devices of the same type. If items do
not support the multi-select feature, a notification displays in the UI.
NOTE: Only information common across devices of the same type can be changed in one action.
To change multiple IVRRouting items at a time
1. Click IVR Routing and select an item.
For example, 'Queues'.
2. Select multiple items by holding Ctrl or Shift and clicking the individual items. Clicking 'Ctrl'
enables you to select items one at a time and omit items from selection. Clicking 'Shift'
selects a span of items.
3. Make any changes.
4. Click Save.

Viewing IVR Routing devices by category or type

You can selectively view IVR Routing devices by category or type by applying filters to the device
page. For example, you can view only the contact centers Inbound subroutines by applying the
Inbound filter to the Subroutines page.

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Multiple filters can be applied at a time, enabling you to selectively view devices by multiple
categories or types. For example, you can view only Inbound and Outbound subroutines by applying
these filters to the Subroutines page.
The following devices may be viewed by category or type

l Extensions
l Hunt Groups
l Queues
l Rules
l Subroutines
l Variables
l Workflows
To view variables by category or type
1. Click IVR Routing and select the device.
2. After Filter, select a device category or type from the drop-down list.
NOTE: Filters remain in place until a category is deselected. Selecting None removes all
filters.

CONFIGURING MEDIA SERVERS FOR IVRROUTING

IVR Routing supports 3300 ICP media servers. For more information, see "Adding 3300 ICP media
servers" on page 46.

CONFIGURING EXTENSIONS
An extension is a telephone system answer point that handles calls. Each extension has a specific
extension number. A caller to your contact center is presented with options to dial various answering
points. The caller can dial an individual agent at an extension through a queue number.
Following is a list of the four extension types specific to IVRRouting and their functions:
l RAD port 5020 IP: is used to play RAD (Recorded Announcement Device) messages for
queue announcements.
l Messaging port 5020 IP: is used to process inbound workflows
l Outbound port 5020 IP: is used to process Outbound workflows, including Callbacks
l UPiQ port 5020 IP: is used to process UPiQ (Updated Position in Queue) messages
NOTE:
l Any extensions configured on the telephone switch are retrieved during synchronization and
are shown in the extensions list.
l The Outbound extension option is only available if you are licensed for IVR.

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Configuring extension port options for IVR Routing

For procedures for adding extensions, see "Adding extensions" on page 118
The following procedure takes place in IVRRouting=>Extensions.
To configure extension port options
1. Select an extension and click the Port Options tab.
2. Configure the Port Options as follows:
3. After Workflow, click the Browse button and select the workflow to associate to the
extension.
NOTE: UPiQ ports do not allow you to select a workflow. Instead, you engage UPiQ ports by
assigning an UPiQ subroutine to the Connect to Caller activity. See "Configuring the Connect
to Caller activity" on page 282.
4. After Port State, select either Normal or Emergency from the drop-down list.
Select 'Emergency' as the port state only if this port is associated to a workflow that is
configured to have an emergency path. You can configure a port state as 'Emergency' when
applicable either within YourSite Explorer directly or by using a Management Plan remotely.
5. Select the Trusted Service Level check box to set the service level for the 5020 IP port to
'trusted'. This step is necessary if you are using MiVoice Business 5.0 or greater; otherwise,
do not select this check box.
NOTE: In order to set the trusted service level in YourSite Explorer, you must have already
enabled write-back functionality on the media server. (See "Enabling write-back functionality"
on page 50). If you do not have write-back enabled, you must set the trusted service level on
the telephone system, instead of in YourSite Explorer, by logging in to the 3300 ICP,
navigating to 'User and Device Configuration', clicking the extension for which you want to set
the service level, and, on the Profile tab, selecting 'Trusted' from the drop-down list beside
Service Level.
6. After Remote Server, if this is a remote port, click the Browse button and select the remote
media server on which IVRRouting is configured.
7. After MiTAI / MiAudio Local Binding IPAddress, select the appropriate IPaddress from
the drop-down list.
NOTE: This option is used if you have more than one NIC and want to specify which one is
used for MiTAI/MiAudio, for example, if you have a voice and data network split.
8. Click Save.
NOTE: If, after you configure and save the extension, it does not come in to service, check to
see if the appropriate services are installed and running. For Inbound and RAD ports, the
appropriate service is the MiContact Center Inbound Router Service. For UPiQ ports, the
appropriate service is the MiContact Center UPiQ Service. For Outbound ports, the
appropriate service is the MiContact Center Outbound Router Service. If you discover the
service is not installed, it may be that you were not licensed for IVR Routing at the time of
installation. If that is the case, re-run the Mitel Contact Center Configuration Wizard to
reinstall the required Routing services.

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Deleting extensions
NOTE:You cannot delete an extension if it is associated to a hunt group.
To delete an extension
1. Click IVR Routing=>Extensions.
2. Select the extension and click Delete.
3. When prompted, click OK.

Using Extension Quick Setup

The Extension Quick Setup enables you to import extensions into YourSite Explorer from the
telephone switch. If Read/Write is enabled in 'YourSite=>Media servers=>Telephone system', the
extensions are written back to the 3300 ICP.
To use quick setup to create extensions
1. Click IVR Routing=>Extensions, and click Quick Setup.
2. After Active number from, specify the first dialable number of the extension range.
3. After Active number to, specify the last dialable number of the extension range.
4. After Name prefix, enter the text you want prefixed to the name of the port.
5. After Name postfix, enter the text you want postfixed to the name of the port.
6. On the General tab, configure the Media server options as follows:
l Extension type: Select the extension type from the drop-down list.
NOTE: Ensure you select the correct extension type for the port. For example, if you
want the extension to be a messaging port, select Messaging port 5020 IP.
l Associate the devices to this media server: If you want to configure your ports to be
resilient, click the Browse button, select a failover media server from the list, and click
OK.
l Associate the devices to this failover media server: Click the Browse button,
select a failover media server from the list, and click OK.
NOTE: The failover media server will be used to handle the call load in the event the
primary media server goes offline (only for voice extensions).
l Class of service: This field is automatically populated based on the Class of Service
set during media server configuration, if there is a default Class of Service selected for
the type of port you are creating.
l Disable real-time monitoring, data collection and call handling on this device: If
you want to disable real-time monitoring, data collection, and call handling for this
extension, select this check box.
NOTE:
l Selecting this option unlicenses the port and discontinues its use. Unlicensed
extensions can be assigned to a workflow but will not go into service or be visible
in Contact Center Client.
l Any ports created after you become overlicensed will have this option enabled.
7. Configure the Port Options as follows:
l After Workflow, click the Browse button and select the workflow to associate to the
extension.

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NOTE: UPiQ ports do not allow you to select a workflow. Instead, you engage UPiQ
ports by assigning an UPiQ subroutine to the Connect to Caller activity. See
"Configuring the Connect to Caller activity" on page 282.
l After Port State, select either Normal or Emergency from the drop-down list.
Select 'Emergency' as the port state only if this port is associated to a workflow that is
configured to have an emergency path. You can configure a port state as 'Emergency'
when applicable either within YourSite Explorer directly or by using a Management Plan
remotely.
l Select the Trusted Service Level check box to set the service level for the 5020 IP
port to 'trusted'. This step is necessary if you are using MiVoice Business 5.0 or
greater; otherwise, do not select this check box.
NOTE: In order to set the trusted service level in YourSite Explorer, you must have
already enabled write-back functionality on the media server. (See "Enabling write-back
functionality" on page 50). If you do not have write-back enabled, you must set the
trusted service level on the telephone system, instead of in YourSite Explorer, by
logging in to the 3300 ICP, navigating to 'User and Device Configuration', clicking the
extension for which you want to set the service level, and, on the Profile tab, selecting
'Trusted' from the drop-down list beside Service Level.
l Select the This is a remote port check box, if applicable.
l After MiTAI / MiAudio Local Binding IPAddress, select the appropriate IPaddress.
NOTE: This option is used if you have more than one NIC and want to specify which
one is used for MiTAI/MiAudio, for example, if you have a voice and data network split.
l The Port License area details how many IVR Routing port licenses remain and the
total number of primary and redundant ports for which you are licensed.
8. To create an employee for each extension, on the Employee associations tab, select the
Create an employee ID for each extension check box.
9. After Start the employee IDs at, type the first employee ID to associate to this extension.
10. After Increment the employee IDs by, type the increment by which the employee IDs will
increase.
11. Click Run.

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CONFIGURING HUNT GROUPS

A hunt group is a collection of extensions. When a call enters the system and is routed to a hunt
group, the hunt group searches its members for an available extension and directs the call to that
number. Calls are rotated through the hunt group until an available extension is found and the caller
can be connected. Hunt groups can be configured to be resilient, using a failover media server if the
primary server fails.
NOTE:
l Any hunt groups configured on the telephone switch are retrieved during synchronization and
are shown in the hunt group list.
l IVR Routing does not support the configuration of Network Hunt Groups. To use Network
Hunt Groups, create the hunt group on your telephone system and synchronize YourSite
Explorer. The Network Hunt Group will be available in YourSite Explorer after
synchronization. The Network Hunt Group can then be associated to a workflow. Support for
configuring Network Hunt Groups is scheduled to be added in a later release.
l For information on enabling ports shared by hunt groups to play different messages to different
queues, see "Dynamic RAD messages" on page 230.

Adding hunt groups

To add a hunt group
1. Click IVR Routing=>Hunt Groups=>Add.
2. Complete the following fields:
l NameType a name for the hunt group.
l DialableType a dialable number for the hunt group.
l Media ServerClick the Browse button, select a media server from the list, and click
OK.
l Failover media serverClick the Browse button, select a failover media server from
the list, and click OK.
l Class of Service This field is not mandatory. However, the field may be automatically
populated based on the class of service for the selected media server.
l Phase timer ring This option is only configured if you are using a RAD hunt group
type and determines the delay required between successive recorded announcements
If no delay is required, select '0'.
l Optionally, select Disable real-time monitoring, data collection and call handling
on this device.
NOTE: If selected, this option disables the hunt group. Deselecting the check box
enables the hunt group.
l Hunt Group TypeSelect the type of extensions for this hunt group:
l Voice handles messaging type extensions
l RAD handles RAD type extensions
l Phantom performs modified DND rerouting
l Voice Mail handles voice mail type ports
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l Recorder handles groups of devices using the Record-A-Call feature

l Emergency identifies the group as an Emergency Call notification hunt group
l Name Tag identifies the group as using destination-based name tags for
display on the ringing sets
l Pre-Announce handles agent greeting extensions
l Hunt Group ModeSelect Terminal if you want the first line in the hunt group list to
always be used, Select Circular if you want the next line in the hunt group to be used.
NOTE: RAD hunt groups must be terminal.
l PrioritySpecify the hunt group priority level. The priority level ranges from 1 (highest)
to 64 (lowest).
3. Click Save.

Adding extensions to hunt groups

Hunt group members are extensions. To be a member of a hunt group, the extension and the hunt
group must be of the same type. For example, you can only add RADextensions to RAD hunt
groups.
To add an extension to a hunt group
1. Click IVR Routing=>Hunt Groups, and select a hunt group.
2. On the Membership tab, under Available members, select the extension to add to the hunt
group.
NOTE: The Available members pane only displays extensions belonging to the same media
server as the hunt group. Available members are also filtered by hunt group type.
3. Click the > button.
The extension displays in the Selected members window and is now part of the hunt group.
NOTE:
l If you have assigned the hunt group a Terminal Mode, extensions are searched in
chronological order and the first available extension is selected first. See "Adding hunt
groups" on page 215. If you have assigned the hunt group a Circular Mode, extensions
are searched in the order in which they appear in the Selected members pane.
l If your workflow uses Dynamic RAD messages, configure each hunt group to begin its
search starting on different extensions. You do this by changing the order in which
extensions appear in the Selected members pane for each hunt group. For more
information on Dynamic RAD messages, see "Dynamic RAD messages" on page 230.
4. Repeat these steps for all additional extensions you want to add to the hunt group.
5. If your contact center uses a remote configuration, click the Interleave button to distribute the
hunt group members equally throughout your servers.
6. Click Save.

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Configuring hunt group IVRsettings

Configuring hunt group IVR settings enables you to associate hunt groups to workflows and set the
state of ports associated to the hunt group.
To configure hunt group IVRsettings
1. Click IVR Routing=>Hunt Groups, and select a hunt group.
2. Click the Options tab.
3. To associate the hunt group to a workflow, after Workflow click the Browse button, select a
workflow, and click OK.
4. To set the state of the port associated to the hunt group, after Port State, select either
Normal or Emergency from the drop-down list.
NOTE: If ports are dialed directly, the port's state (Normal or Emergency) is executed. If the
port is associated to a hunt group and the hunt groups is dialed directly, the port takes on the
state configured here.

Deleting hunt groups

To delete a hunt group
1. Click IVR Routing=>Hunt Groups.
2. Select the hunt group and click Delete.
3. When prompted, click OK.

CONFIGURING QUEUES
A queue consists of a group of agents or extensions responsible for answering calls pertaining to a
specific product, service, department, or functional area within your organization. Agents and
extensions can be members of multiple queues, handling calls for multiple departments, services
etc., depending on agent or extension availability. For information on adding queues, see "Adding
queues" on page 100.
IVRRouting adds the ability to configure callbacks, associate UPiQ workflows, and configure
RADmessages for queues. For information, see "Configuring callbacks" on page 236, "Configuring
UPiQ options" on page 218, and "Configuring RADmessages for queues" on page 219.
NOTE: Any queues configured on the telephone switch are retrieved during synchronization and are
shown in the queues list.

Configuring Inqueue routing

You can select Inqueue workflows, such as the Default UPiQ Inqueue workflow, to run when a call
enters into a queue. You can build your own workflow in the Workflows Canvas or you can associate
an Inqueue workflow to the queue. For information on building workflows, see "Building workflows"
on page 220.

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Inqueue workflows containing Connect to Caller activities require UPiQ ports provisioned for the
system. Associating these workflows to queues without having UPiQ ports returns a validation error
when saving the workflow or queue. To provision UPiQ ports for the system, see "Configuring
extension port options for IVR Routing" on page 212.
For information on the Default Inqueue and Callback workflows, see "IVR Routing default workflows
and subroutines" on page 334.
NOTE: Inqueue workflows cannot be associated to Ring Groups.
The following procedures explain how to:
l Add and associate a new Inqueue workflow to a queue
l Associate an existing Inqueue workflow to a queue
l Remove an association to an Inqueue workflow
To add and associate a new Inqueue workflow to a queue
1. Select a voice queue and click the Inqueue Workflow tab.
2. Click the Add button.
The default Inqueue workflow is added to the queue.
3. Configure the Inqueue workflow.
For procedures, see "Building workflows" on page 220.
4. Click Save.
To associate an existing Inqueue workflow to a queue
1. Select a voice queue and click the Inqueue Workflow tab.
2. Click the Browse button.
3. Select a workflow and click OK.
4. Click Save.
To remove an association to an Inqueue workflow
1. Select a voice queue and click the Inqueue Workflow tab.
2. Click the Clear button.
3. Click Save.

Configuring UPiQ options

Updated Position in Queue (UPiQ) messages inform customers of their initial queue position and
dynamically continue to inform them of their position in queue and estimated wait time.
NOTE: UPiQ is not available for Ring Groups.
UPiQ messages are configured via the default UPiQ subroutine and a default Inqueue workflow. We
recommend you configure UPiQmessages by reconfiguring the default workflow and subroutine.
See "IVR Routing default workflows and subroutines" on page 334. For information on adding
Expected Wait Time announcements to a UPiQ subroutine, see "Playing Expected Wait Time
announcements" on page 219

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Playing Expected Wait Time announcements

By default, the Default UPiQ subroutine only provides Updated Position in Queue announcements.
Expected Wait Time announcements can be added to UPiQ subroutines through the addition of a
Play activity with the Expected Wait Time prompt to an UPiQ subroutine.
The following procedure takes place in an open UPiQ subroutine.
To add an Expected Wait Time announcement to a UPiQ subroutine
1. Add a Play activity to the subroutine.
2. Select the Play activity and click Properties.
3. After Greeting Prompts, click the button and select Select from an existing prompt.
4. Select Expected wait time and click OK.
5. Click Save.

Configuring RADmessages for queues

RAD messages are associated to queues and can broadcast to up to 50 callers in the queue. After a
call is received and has traveled through a workflow to a queue, RAD messages can be configured
to play at programmed intervals for all callers in that queue. Up to four RAD messages can be
associated to each queue. A typical RAD message may greet the caller and thank them for holding.
RADs have been optimized in MiContact Center to minimize the number of RAD devices that IVR
Routing requires. Previously, RADs were mapped to a specific queue and its position.
RADoptimization enables you to reduce the number of ports your system uses by configuring one
port to play a message simultaneously to multiple queues.
Note that UPiQ and RADmessages are both played to callers in queue. If an UPiQ message plays,
the RADtimers reset to prevent both types of messages playing at once.
NOTE: Ring Groups cannot have RAD messages configured through IVR Routing.
To configure RADmessages for a queue
1. Click IVR Routing=>Queues, and select a queue from the list.
2. Click the Recorded announcements tab.
3. Specify the following RAD messaging options:
l Dialable click the Browse button and enter the dialable number of the port or hunt
group you want to use to play the RAD message
l Start delayspecify the time that must pass after a caller enters the queue or from
when the last message finished playing before playing the RAD message
l Interflow dialing listselect the interflow dialing list you have configured on the
telephone system
l Release digit receiver after recordingselect to limit callers to entering digits only
while the RADmessage is playing. If this option is not selected, the caller may still
enter digits as prompted by the RADafter the RADcompletes.
l Embedded music sourceselect the in-queue music list you have configured on the
telephone system
l Alternative dialableenter a secondary port or hunt group you want to use to play the
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4. If you want to repeatedly play the RAD message, select Repeat recording enabled and
specify the repetition interval.
5. After Repeat recording interval, specify the intervals at which the RADmessage repeats.
6. After DTMF Receiver Unavailable Action, specify the action when a dial out from a RAD is
programmed but no DTMF receiver can be seized to enable that functionality.
l Play recordingplays a RAD message. The caller may be prompted with the option
to dial out
l Skipdoes not play a RAD message but leaves the caller in the queue
l Diverttransfers the caller to the number programmed in the DTMF Receiver
Unavailable Answer Point Directory Number field
7. After DTMF Receiver Unavailable Answer Point Dialable, enter the desired directory
number. For numbers longer than seven digits, program this field as a speed call.
NOTE: To use the DTMFReceiver Unavailable Answer Point Dialable option, the DTMF
Receiver Unavailable Action field must be set to 'Divert'.
8. Click Save.

CONFIGURING QUEUE GROUPS

IVR Routing can use virtual queue groups to provide resiliency to destinations within workflows. For
activities with queue destinations such as Transfer, virtual queue groups can be used as well. When
a virtual queue group is used with an activity, any time IVR Routing attempts to route to the virtual
queue group, it will route to the queue located on the same media server as the IVR Routing port
running the workflow. In the event that queue is unavailable, the call will be sent to the least busy
queue in the virtual queue group on the other telephone system.
For IVR Routing devices or activities that use queue conditions, both reporting queue groups and
virtual queue groups can be used. For queue conditions, a virtual queue group will be treated as a
single queue. . Reporting queue groups use a sum of their stats when used for queue conditions. For
more information on how queue groups handle real-time queue statistics, see "Real-time queue
conditions and queue groups" on page 312.
For more information on configuring queue groups, see "Adding queue groups" on page 114.

BUILDING WORKFLOWS
Workflows are the pathways callers use to reach areas and individuals in your organization.
Workflows dictate the prompts callers hear, the inputs requested by the system, and the available
routing options. Workflows can identify customers and determine their service needs by phone
number, numbers dialed, and the digits entered to reach specific areas of your organization. Proper
workflow configuration is necessary to direct callers to the agents, departments, and employees
best qualified to handle their requests.
The following sections explain workflows available in IVR Routing, and general workflow
configuration procedures.

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NOTE:
l The functions performed when a caller contacts your organization depend on the activities
included in the workflow and how the activities are configured. For more information, see
"Activities" on page 256.
l If your contact center routinely handles a high volume of calls, for optimal traffic handling, we
recommend using subroutines in your workflows or increasing the number of available ports
for your workflows. For more information on subroutines, see "Building subroutines" on page
234.
l Workflows must be associated to an extension, hunt group, or queue in order to go live in the
system. For more information, see "Associating workflows to devices" on page 228.
l The recommended maximum workflow size is 1 MB.

Workflow types
Workflows are categorized into five types.
l Inbounddirects incoming calls to the agents, departments, and employees best qualified to
handle their requests. Inbound workflows can also be used for self-service.
l Outboundmakes outgoing calls to external and internal numbers. Once connected, an
Outbound workflow can play the connected party a greeting or ask them to enter information
into IVRRouting. Outbound workflows can also transfer a connected party to a queue, agent,
or extension automatically or based on responses to an option menu.
NOTE: Outbound workflow and extension options in YourSite Explorer are only available
when licensed for IVR.
l RADplays RADmessages to all callers in their associated queues
l Inqueueplays UPiQ and Estimated Wait Time messages to callers in queue
l Agentplays messages to callers and agents when an agent accepts an incoming ACD call.
Each workflow type offers a specific selection of IVR Routing activities with which to build the
workflow. For more information, see "Activities" on page 256.

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Workflow examples
The following workflow examples illustrate common call routing scenarios.
Example 1 ANI routing
The ANI routing example shows a workflow that routes calls based on the phone number of the
customer contacting your company. Incoming calls are answered and, based on configured
telephone routing rules, routed to the Sales department in the incoming call's country of origin. (See
Figure 23.)

Figure 23: ANI routing workflow example

Example 2 DNISrouting
The DNIS routing example shows a workflow that routes calls to separate product lines based on the
toll-free line dialed by the customer. Incoming calls are answered and, based on the toll-free number
dialed, routed to the queue responsible for handling call requests for that product line. (See Figure
24.)

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Figure 24: DNIS routing workflow example

Example 3 Schedules and Menus
The schedules and menus routing example shows a workflow that first routes calls through a
schedule. This determines the system's action based on the date and time that the call arrived. If
within business hours, the workflow provides a user menu to the caller. If outside business hours,
the caller hears an after-hours greeting, after which the system terminates the call. (See Figure 25.)

Figure 25: Schedules and menus workflow example

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Example 4 Collected Digits

The premium collected digits workflow example shows a workflow that routes calls based on the
extension number inputted by the caller. The call is answered and the caller is prompted to enter the
extension number of the party they want to reach. The call is routed based on the digits collected.
(See Figure 26.)

Figure 26: Collected digits workflow example

Adding new workflows

The following explains the procedure for adding new workflows to IVR Routing. For examples of
workflows that ship with IVRRouting, see "IVR Routing workflow samples" on page 347, and "IVR
Routing default workflows and subroutines" on page 334.
For information on using Dynamic RADmessages in workflows, see "Dynamic RAD messages" on
page 230.
To create a workflow
1. Click IVR Routing=>Workflows.
2. Click Add=>Voice, and select either Inbound, Outbound, RAD, Inqueue, or Agent.
3. In the Properties pane, type a Name for the workflow. The Name must be unique.
4. Type a System Name for the workflow. The System Name must be unique.
5. To disable validation, enabling you to save a workflow with configuration errors or stop a valid
workflow from being executed, deselect the Validate workflow check box.

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6. Select the Designer tab and, from the Toolbox, drag and drop activities to the Workflows
Canvas.
NOTE:Inbound and RAD workflows must begin with an Answer activity if you intend to play a
message or collect digits. Inbound, Outbound, and RADworkflows must end with a Hang Up
activity if they do not end with a Transfer activity.
7. To assign the workflow to a device, see "Associating workflows to devices" on page 228.
NOTE:All workflow configuration errors must be corrected before workflows can be assigned
to devices. For more information, see "Troubleshooting workflow configuration with the
Validation button" on page 269.
8. Click Save.

Naming workflows
For administrative and reporting purposes, you must give workflows unique names and system
names. A system name is used by IVR Routing to identify the workflow and is used in reporting. A
name labels the workflow for the user.
To name a workflow
1. Click IVR Routing=>Workflows.
2. Select the workflow and click Properties.
3. Type a Name for the workflow. The Name must be unique.
4. Type a System Name for the workflow. The System Name must be unique.
5. Click Save.

Copying workflows
You can reuse existing workflows as templates by copying them. A copied workflow retains all of the
actions, menus, and conditions of the original workflow, but is not assigned to any device.
To copy a workflow
1. Click IVR Routing=>Workflows.
2. Right-click the workflow and select Copy.
3. Right-click anywhere in the workflow list and select Paste.
4. Click Save.

Cutting, pasting, and copying workflow items

You can cut, paste, and copy activities and branches via the right-click menu, within and between
workflows. This functionality enables you to create and edit workflows efficiently by duplicating, or
removing, activities and branches and their configuration.
NOTE: Some activities are specific to workflow types. For example, an ANI activity is used in
Inbound workflows but not Inqueue workflows. Some branches are specific to activity types. For
example, the Record activity has a Discard branch, but the ANI activity does not. Only cut and paste
activities and branches into the appropriate workflow and activity types.
To cut an activity or branch from a workflow
l Right-click the activity or branch and select Cut.

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To paste an activity inside a workflow

1. Right-click the activity and select either Copy or Cut.
2. Right-click the activity that will precede the pasted activity, and select Paste.
To paste a branch inside an activity
1. Right-click the branch and select either Copy or Cut.
2. Right click a different branch inside the activity and select Paste.
The copied branch is inserted to the right.

Deleting workflows
To delete a workflow
1. Click IVR Routing=>Workflows.
2. Select the workflow and click Delete.
3. When prompted, click OK.

Importing and exporting subroutines and workflows

IVR Routing enables you to import and export subroutines and workflows from, and to, machines
and networks. Imported subroutines and workflows are automatically converted to IVR Routing's
latest version. Exported subroutines and workflows can be saved to local hard drives and copied to
computers and networks.
After importing a subroutine or workflow, please note the following
l Subroutines and workflows must be validated and any configuration errors corrected in order
to go live
See "Troubleshooting workflow configuration with the Validation button" on page 269.
l Workflows must be connected to devices specific to your system in order to go live
See "Associating workflows to devices" on page 228.
In addition, please see "Recommended practices for importing workflows and subroutines" on page
227.
To import a workflow
1. Click IVR Routing=>Workflows.
2. Click the Import button, browse to the workflow .xaml file and click Open.
3. Click Save.
To export a workflow
1. Click IVR Routing=>Workflows.
2. Click the Export button, browse to the workflow .xaml file and select it.
3. Browse to the workflow save location and click Save.

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Recommended practices for importing workflows and subroutines

Activity availability varies by workflow and subroutine type. However, YourSite Explorer does not
currently restrict where users import workflows and subroutines.
To ensure workflows and subroutines execute as expected, users should adhere to the following
guidelines.
l Only import IVR Routing subroutines into 'IVR Routing=>Subroutines'. Do not import
subroutines into 'IVR Routing=>Workflows'.
l If your contact center uses IVR Routing andMultimedia Contact Center, only import IVR
Routing workflows and subroutines into 'IVR Routing=>Workflows' and 'IVR
Routing=>Subroutines', respectively. Do not import IVR Routing workflows into
'Multimedia=>Workflows', and do not import IVRRouting subroutines into
'Multimedia=>Subroutines'.
Please review the list of workflows in IVRRouting to ensure subroutines are not listed. Please
review the list of workflows in 'IVR Routing' in YourSite Explorer and, if applicable, 'Multimedia' to
ensure each pane displays application-appropriate workflows.

Saving and copying workflows as images

You can save snapshots of workflows as images in JPG, PNG, GIF, and XPS formats. You can
also copy and paste workflow images onto the clipboard, to paste into other programs. Saving or
copying workflows enables you to easily reference, share, and print your workflow designs.
Once saved, some portions of large workflows may not display clearly in the image
To save and copy a workflow as an image
1. To save a workflow as an image, right-click on the active portion of the Workflows Canvas
and select Save As Image....
2. Select a location and a format for saving the image.
3. To copy a workflow as an image, right-click on the active portion of the Workflows Canvas
and select Copy as Image.
4. You can paste this image into a word-processing or image editing program.

Validating workflows
IVRRouting validates workflows to ensure they do not contain programming or configuration errors
before going live. To execute a workflow, workflow validation must be enabled. Workflow validation
is also required to successfully offer contacts to agents. By default, workflow validation is not
enabled. This allows administrators to configure and save workflows in progress.
If validation is enabled, workflows with errors cannot be saved until the errors are corrected. If
validation is not enabled, workflow with errors can be saved.
Red exclamation marks on activities indicate configuration errors to be corrected. Yellow
exclamation marks on activities indicate warnings. Clicking the Validation button opens a pane
explaining the workflows errors and warnings.

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The pane lists the number of errors and warnings, the activity to which the error or warning is
associated, and what is required to fix the problem. Double-clicking the error and warning information
in the Validation pane brings the specific activity into focus, for ease of identification. For more
information on focusing, see "Viewing specific portions of a workflow: Focusing and the Breadcrumb
view" on page 207.
To validate a workflow
1. Select IVRRouting=>Workflows.
2. Select the workflow and, in the Properties pane, select the Validate workflow check box.
3. Click Save.

Locating workflow items with the Search field

You can locate specific activities and branches in workflows using the Outline panes Search field.
The Search field returns results based on workflow items names and system names.
Searches can be performed based on complete or partial search terms. For example, searching
sched will return results for all workflow items containing Schedule in the name or system name.
After locating an item in the Search field, you can edit the item either by right-clicking it, toggling to
the Properties pane, or right-clicking the item on the Canvas.
To locate workflow items using the Search field
1. Click IVR Routing=>Workflows.
2. Select a workflow and click Outline.
3. In Search Outline, type the search term and click the Search icon.

Associating workflows to devices

Workflows must be associated to a device in order to be active in the system. Workflows can,
depending on their type, be associated to extensions, hunt groups, or queues.
You can only associate workflows to extensions or hunt groups that are of the same type as the
workflow. For example, you cannot associate a RAD workflow to an Outbound extension type.
After associating Outbound workflows to a device, the Always run' check box in the Workflows and
Properties pane enables and disables workflow execution.
The following workflow types may be associated to the following devices. (See Table 8.)

Table 8: Workflows and associated devices, by type

WORKFLOW TYPE DEVICE TYPE

Inbound Extension or Hunt Group

Outbound Extension

RAD Extension or Hunt Group

Inqueue Queue

Agent Queue

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NOTE:Inbound and RAD workflows may be assigned to an extension and a hunt group. We
recommend you use one or the other.
The following procedures explain how to
l Associate a workflow to an extension
l Associate a workflow to a hunt group
l Make an Outbound workflow live
l Associate a workflow to one or more queues
To associate a workflow to an extension
1. Click IVR Routing=>Extensions, and select an extension to associate to the workflow.
NOTE:For IVR Routing sample workflows, you must select an extension with a Messaging
port 5020 IP extension type.
2. Under Port Options, after Workflow, click the Browse button.
3. Select the workflow to associate to the extension and click OK.
NOTE: The 'Select a workflow' window displays workflows of the same type as the
extension, without validation errors.
4. After Port State, select either Normal or Emergency from the drop-down list. Select
Emergency only if this port is associated to a workflow that is configured to have an
emergency path.
5. Click Save.
To associate a workflow to a hunt group
1. Click IVR Routing=>Hunt Groups, and select a hunt group to associate to the workflow.
2. Select the Options tab.
3. Under IVR Settings, after Workflow, click the Browse button.
4. Select a workflow and click OK.
5. After Port State, select either Normal or Emergency from the drop-down list. Select
Emergency only if this port is associated to a workflow that is configured to have an
emergency path.
6. Click Save.
To make an Outbound workflow live
1. Click IVR Routing=>Workflows.
2. Select an Outbound workflow.
3. In the Properties pane, select Always run.
4. Click Save.

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To associate a workflow to one or more queues

NOTE: Inqueue workflows containing Connect to Caller activities require UPiQ ports provisioned for
the system. Associating these workflows to queues without having UPiQ ports returns a validation
error when saving the workflow or queue. To provision UPiQ ports for the system, see "Configuring
extension port options for IVR Routing" on page 212.
1. Select IVR Routing=>Workflows, and select an Inqueue or Agent workflow.
2. Select the Queue Membership tab.
3. Under Available members, select the queue to associate the workflow to and click >. You
can associate multiple queues to a single workflow.
4. To associate all queues to the workflow, click >>.
5. Click Save.

Dynamic RAD messages

Dynamic RAD messages enable a group of IVR Routing ports, shared by multiple hunt groups, to
play different RAD messages to callers waiting in queue. For example, if hunt groups for a Sales
queue and a Customer Service queue share a port, a workflow using Dynamic RAD messages
enables the shared port to play a Sales greeting to the Sales queue and a Customer Service greeting
to the Customer Service queue. Because Dynamic RAD messaging reduces the number of ports
required to play messages, it is a cost-effective means of tailoring greetings to queues. For more
information on configuring RAD messages for playback, see "Configuring RADmessages for
queues" on page 219.
NOTE:
l To ensure the expected Dynamic RAD functionality, we recommend that you configure each
hunt group to begin its search starting on different extensions. See "Adding extensions to hunt
groups" on page 216.
l Dynamic RAD messages can only be used within RAD workflows.
To use Dynamic RAD messages in workflows, you must ensure that
l Media server configuration is complete. Dynamic RADs require that all hunt groups,
extensions, and Class of Service options are populated with data from the 3300 ICP. For more
information on configuring media servers, see "Adding 3300 ICP media servers" on page 46.
l The Class of Service provisioned in the PBX for Dynamic RADs must have Do Not Disturb
set to Yes. See "Editing Class of Service options" on page 70.
l Full Synchronization is completed. For information, see "Performing Synchronization" on page
66.
l Extension configuration is complete. Dynamic RAD messages require that each IVR Routing
port playing the messages is set to RAD port 5020 IP. You must also enable Trusted Service
Level for the relevant extensions. See "Configuring extensions" on page 211.
l Hunt group configuration is complete. Dynamic RADs require hunt groups to be configured as
RADhunt group types and that the appropriate RAD extensions have been added to the hunt
groups you will use in your workflow. See "Configuring hunt groups" on page 215.
l If you using are an IVR Routing instance on a Remote Server, ensure that remote
configuration is complete. Dynamic RAD messages require that the relevant ports are
specified as remote ports and assigned to the Remote Server. See "Configuring extensions"
on page 211.

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l You have configured the necessary prompts for your RAD messages. See "Configuring
prompts" on page 231.
l You have associated the workflow to the ports (extensions) that will play the RAD messages
and to the appropriate hunt groups. See "Associating workflows to devices" on page 228.
l If you are using multiple, un-teamed NICs, you have selected the appropriate MiTAI Binding
IP address. See "Configuring extensions" on page 211.
For a demonstration on how to build a workflow that uses Dynamic RAD messages, please see the
following Mitel Knowledge Base article:
http://micc.mitel.com/kb/KnowledgebaseArticle51476.aspx.

Building resilient workflows

Many of IVR Routings workflow activities and configurations are dynamic, relying upon statistics
and information from the Enterprise Server. In situations where the Enterprise Server is unavailable,
such as during a reboot, the functionality of dynamic workflows is affected. IVR Routing enables
contact centers to build resilient workflows that respond to disruptions in service to the Enterprise
Server, routing calls to alternate branches that are not reliant upon statistics from the Enterprise
Server. Resilient workflows rely on the queue condition statistic Last Queue Update Received and
the system variable CCMOnlineStatus.
The Last Queue Update Received queue condition statistic is available in the Queue Condition
builder for the Queue activity and Rules. In the Queue Condition builder, Last Queue Update
Received is assigned a duration of time (with a minimum duration limit of 30 seconds) that defines
the time that may pass between updates from the Enterprise Server before the statistics are
considered to be stale. This real-time statistic is particularly useful for contact centers that consider
a limited amount of stale statistic data to be acceptable, such as during the length of time it takes the
Enterprise Server to reboot, but may want calls to be routed using the Queue activity to different
workflow paths if the real-time data from the Enterprise Server remains unavailable beyond that
timeframe. For information on configuring rules and Queue activity, see "Configuring rules" on page
246 and "Configuring the Queue activity" on page 310.
The CCMOnlineStatus is a system variable that detects whether or not any real-time data is coming
from the Enterprise Server to the Routing services for IVRRouting. If data is available from the
Enterprise Server, it is set to True. If the Enterprise Servers real-time data is unavailable, it is set to
False. In conjunction with the Variable Compare activity, calls can be routed down the appropriate
True and False branches immediately if the availability of data from the Enterprise Server changes.
For information on the Variable Compare activity, see "Configuring the Variable Compare activity" on
page 331.

CONFIGURING PROMPTS
Prompts are audio clips that provide callers with information during a call. Associated with activities,
prompts play messages when callers reach the associated activity in a workflow. Prompts can be
individual wave files or multiple wave files joined together to form custom messages. To see a list of
pre-configured prompts, go to 'IVR Routing=>Prompts'.

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The default language for prompts will be taken from the site language and workflows will be executed
in that language unless a Language activity has been included in the workflow. Individual prompts
can be configured to handle multiple languages, working with the Language activity to support
multiple languages in a single workflow. This reduces the number of prompts that must be created
and allows for the same set of ports to be used for multiple languages. For more information on the
Language activity, see "Configuring the Language Activity" on page 295.
If you want to use your own custom prompts with a callback, you must add your wave files by
importing the files or recording wave files using a microphone on your computer or your telephone
using a Record activity in a workflow. Files recorded using YourSite Explorer are added to the
Custom category. Files recorded using the Record activity are added to the Recording category. You
must then associate your custom wave files to your callback workflow. See "Configuring callbacks"
on page 236 for more information.
If IVR Routing is enabled for Text-to-Speech, you can add text or Speech Server Markup Language
(SSML) files to prompts. Text and SSML files support variables entered between double angle
brackets, such as <<EstimatedWaitTime>>. For information on configuring Text-to-Speech, see
"Configuring a Text-to-Speech server" on page 256.
NOTE: Agent prompts cannot be configured to play in a language that is different than the language
selected as a preference in CCMWeb. Agent language preference settings override agent prompt
language choices as IVR Routing aligns with agent language settings.

Adding prompts
NOTE: If you are adding prompts in a new language, you must add audio files that correspond to the
existing audio files in IVRRouting's default language. Otherwise, the caller will not hear anything
when the prompts are supposed to be playing.
To add a prompt
1. Click IVR Routing=>Prompts=>Add.
2. After Language, select the primary language from the drop-down list.
For Text prompts, Language determines the Voice to use.
NOTE: By default, the language is set to your default site language.
3. Type a Name for the prompt.
4. Type a Description for the prompt.
5. After Category, select one of the following categories from the drop-down list:
l Callback
l Management
l Samples
l UPiQ
l Custom
Prompt categories are an organizational tool to help keep your prompts sorted and easily
accessible. To create your own category, after Category, type a name for the new category.

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6. Click one of the following tabs:

l Textlists the SSML files added to IVR Routing. Users can add an SSML file or add
text to the prompt. To add an SSML file, click Add and select SSML file. To add a
text, click Add, select Text, enter the text, and click OK. To add text to the SSML
library for reuse, click Export.
NOTE: If adding variables to text, enclose them within double angle brackets. For
example, the EstimatedWaitTime variable is formatted as <<EstimatedWaitTime>>.
By default, variables are read as Numbers or, if they are currency, Dollars. You can
specify how variables are read in SSML files. For more information, see the following
MiContact Center Knowledge Base article:
http://micc.mitel.com/kb/KnowledgebaseArticle52372.aspx.
l System wave fileslists the system wave files callers hear while in the system or
while waiting on hold. This pane displays the wave files that are available in your
selected language.
l Custom wave fileslists imported and wave files you have recorded. To import or
record a custom wave file, click Add. Select Existing wave file to import the file, or
Record wave file to use your computer's microphone to record the file.
NOTE: Wave files must be 8khz, Mono, or ULAW format.
l Queue statslists up-to-date queue statistics that can be used in prompts
l Variableslists variables that can be used in prompts
NOTE: Read back on variables is based on the type of variable. Number variables read
back the whole number, while digit variables read back individual numbers. For
example, number variables would read 123 as 'one hundred and twenty-three', while
digit variables would read 123 as 'one, two, three'.
l Prompts used in workflows and subroutineslists all prompts used in workflows
and subroutines
7. In the All SSML Files, All system wave files, All custom wave files, All queue stats, All
variables, or Prompts used in workflows and subroutines pane, select the file(s) you
want to add to the prompt.
8. Click > to add the file to the prompt.
NOTE: The wave or SSML files play in the order they are added to the prompt. To change the
order in which the files are played, select the file and click the up or down arrow buttons on the
right-hand side of the dialog box.
9. To add another languages version of the prompt, click the General tab, and select another
language from the Language drop-down list. Repeat steps 6-8.
10. Click Save.

Adding files, queue statistics, or variables to prompts

NOTE: Variable readback is only available for numerical variables.
To add files, queue statistics, or variables to a prompt
1. Click IVR Routing=>Prompts, and select the prompt.
2. Click either the Text, System wave files, Custom wave files, Queue stats, or Variables
tab.
3. Select either the file, queue stat, or variable to add to the prompt and click >.
4. Click Save.

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Deleting prompts
To delete a prompt
1. Click IVR Routing=>Prompts.
2. Select the prompt and click Delete.
3. When prompted, click OK.

Playing prompts
The following explains how to
l Play a prompt
l Play an individual or selection of wave file in a prompt
To play a prompt
1. Click IVR Routing=>Prompts, and select the prompt to play.
2. Click Play.
To play an individual or selection of wave file in a prompt
1. Select the prompt you want to play from the prompt list.
2. Select the System save files or Custom wave files tab.
3. Select the wave file(s) to play.
4. Click Play.

Using Prompts Quick Setup

Quick setup enables you to import previously created wave files.
To use quick setup to import prompts
1. Click IVR Routing=>Prompts=>Quick Setup.
2. After Folder Path, click Browse....
3. Browse to the folder containing the wave files and click OK.
4. After Language, select the primary language from the drop-down list.
NOTE: By default, the language is set to your default site language.
5. Click Run.

BUILDING SUBROUTINES
Subroutines are portions of workflows that can be reused in multiple workflows. Subroutines create
common workflow activity groups that can be easily reused, encapsulating common activity groups
in one single activity. Subroutines can be reused across workflows or within a single workflow,
which helps keep workflows manageable and enables rapid workflow creation. They also facilitate
workflow updates by requiring only one change to affect all workflows that use the subroutine.

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With a few exceptions, subroutines and workflows function almost identically. Subroutines are
configured as Inbound, Outbound, RAD, Management, UPiQ, Agent, and Callback Inbound.
Subroutines are configured using activities, with specific activities available to each type of
subroutine. This enables you to use subroutines to access activities not normally available to your
workflow type.
All workflows are associated to queues, ports or hunt groups, however, subroutines are contained
within workflows and are not associated to queues, ports or hunt groups.
To build a subroutine
1. Click IVR Routing=>Subroutines.
2. Click Add=>Voice, and select a type of subroutine.
3. In the Properties pane, type a Name for the subroutine. The Name must be unique.
4. Type a System Name for the subroutine. The System Name must be unique.
5. Select the Designer tab and, from the Toolbox, drag and drop activities to the Workflows
Canvas.
6. Click Save.

Adding subroutines to workflows

You can add subroutines you have built or default subroutines to workflows. For more information on
the default subroutines that ship with IVR Routing, see "IVR Routing default workflows and
subroutines" on page 334.
To add a subroutine to a workflow
1. Click IVR Routing=>Workflows, and select the workflow to which you want to add a
subroutine.
2. Click Toolbox, and drag and drop a Subroutine activity onto the Workflows Canvas.
3. Right-click the Subroutine and select Assign Subroutine.
4. Select a subroutine from the list and click OK.
5. Click Save.

Deleting subroutines
NOTE: You cannot delete a subroutine that is added to a workflow. Remove the subroutine from any
workflow to which it is added, then delete the subroutine.
To delete a subroutine
1. Click IVR Routing=>Subroutines.
2. Select the subroutine and click Delete.
3. When prompted, click OK.

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CONFIGURING CALLBACKS
Callbacks are specialized workflows and subroutines that enable customers to leave a request for a
return call (callback) from the contact center. These requests sit in queue like a call and offer the
agents the ability to call back the customer. For more information about the workflows and
subroutines that enable your contact center to offer callbacks, see "Default Callback workflow and
subroutines" on page 339.
For callbacks to function correctly, you must have configured location settings for your media server.
If location settings are not configured, your callbacks will not be able to contact your customers. See
"Configuring location settings" on page 47.
Supervisors can monitor and requeue, reject, or delete callbacks using the Global callback monitor in
Contact Center Client and the Callback to be processed grid in Interactive Visual
Queue.Alternatively, supervisors can use the Callback Requests monitor in Ignite (WEB).
NOTE:Ring Groups do not support handling callbacks. Ring Group queues will not be available
when configuring callbacks or their associated workflows. Any callback that is routed to a Ring
Group will fail.
Three kinds of callbacks are available with IVR Routing.
l AbandonAbandon callbacks are automatically generated when a customer hangs up while
still in a queue, enabling contact centers to contact callers who might have otherwise been
missed. Abandon callback subroutine workflows are enabled system-wide. For information
about adding abandon callbacks to queues, see "Enabling abandon callbacks" on page 237.
l VoiceVoice callbacks are initiated by the customer. The customers call is removed from
the queue and a callback request is resubmitted to the queue. This option can be provided by
including a Callback Request in a workflow. For an overview of the default inbound voice
subroutine workflow, see "Default Inbound Voice Callback subroutine" on page 344.
l WebWeb callbacks enable customers to submit callback requests using a website,
removing the need for customers to call the contact center in order to be placed in queue to
speak to an agent. For information about enabling web callbacks, see "Enabling web
callbacks" on page 239.

Enabling callbacks
Voice, Abandon, and Web callbacks are enabled in different ways. Voice callbacks are enabled by
placing a Callback Request activity into a workflow, configuring the activitys inbound and outbound
workflows, and then making the workflow available to a queue through a dial out option. For more
information on the Callback Request activity, see "Configuring the Callback Request activity" on
page 274. For more information about the Default Inbound Voice Callback subroutine, see "Default
Inbound Voice Callback subroutine" on page 344. For more information about the Default Outbound
Callback workflow and the Default Outbound Voice callback subroutine, see "Default Outbound
Callback workflow" on page 340 and "Default Outbound Callback subroutines" on page 340.

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Abandon callbacks are disabled by default and must be enabled for each site in MiContact Center.
Once enabled, the abandon callback settings are applied to all workflows associated to the devices
belonging to that site. Individual queues may be configured to use different abandon callback
workflows and queues. For more information on enabling abandon callbacks, see "Enabling abandon
callbacks" on page 237. For more information about the Default Outbound Callback workflow and the
Default Outbound Abandon callback subroutine, see "Default Outbound Callback workflow" on page
340 and "Default Outbound Callback subroutines" on page 340.
Web callbacks require a webpage to be set up to submit callbacks. IVR Routing includes a template
to use as your web callback submission page. For details of the template and configuring the
template for use, see "Configuring the web callback template" on page 240. For more information on
enabling web callbacks, see "Enabling web callbacks" on page 239. For more information about the
Default Outbound Callback workflow and the Default Outbound Web callback subroutine, see
"Default Outbound Callback workflow" on page 340 and "Default Outbound Callback subroutines" on
page 340.

Enabling abandon callbacks

Abandon callbacks are applied to all of a sites queues when enabled for the site. Unless configured
with different abandon callback workflows and destination queues, all queues will use the default
abandon callback options for the site. If no default queue is selected when abandon callbacks is
enabled, abandon callbacks will only be generated for queues that have queue destinations set for
their abandon callbacks. By default, abandon callback requests are only applied to calls that
abandon with a time greater than the 'Short abandon less than' time specified in individual queues,
but short abandon callbacks can be enabled for all queues.
NOTE:
l To duplicate the functionality of the Version 6.0 queue condition builder, place a Queue
activity into your Outbound abandon callback workflow before the Make Call activity, with a
Save Callback activity placed in the No Match branch to requeue the callback request. See
"Default Outbound Callback subroutines" on page 340.
l Ring Groups do not support abandon callbacks and are not available to be selected for
abandon callback default queues.
The following procedures explain how to:
l Enable abandon callbacks
l Change the default Outbound abandon callback workflow
l Select the default queue
l Clear the default queue
l Change the default Outbound abandon callback workflow for a queue
l Change the abandon callback destination for a queue
l Clear the abandon callback destination for a queue
l Disable abandon callbacks

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To enable abandon callbacks

1. Click YourSite=>Site.
2. Select a site.
3. Click the Callback Requests tab.
4. Select Submit callback requests when caller abandon a queue.
5. To enable short abandon callback requests, select Allow short-abandon callback
requests.
6. After Default outbound subroutine, click the Browse button.
7. Select an outbound subroutine and click OK.
8. After Default queue destination, click the Browse button.
9. Select a queue and click OK.
10. Click Save.
To change the default Outbound abandon callback workflow
1. Click YourSite=>Site.
2. Select a site.
3. Click the Callback Requests tab.
4. After Default outbound subroutine, click the Browse button.
5. Select an outbound subroutine and click OK.
6. Click Save.
To change the default queue
1. Click YourSite=>Site.
2. Select a site.
3. Click the Callback Requests tab.
4. After Default queue destination, click the Browse button.
5. Select a queue and click OK.
6. Click Save.
To clear the default queue
1. Click YourSite=>Site.
2. Select a site.
3. Click the Callback Requests tab.
4. After Default queue destination, click the Clear button
5. Click Save.
To change the default Outbound abandon callback workflow for a queue
1. Click IVR Routing=>Queues.
2. Select a queue and click the Voice options tab.
3. After Abandon callback subroutine, click the Browse button.
4. Select an outbound subroutine and click OK.
5. Click Save.

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To change the abandon callback destination for a queue

1. Click IVR Routing=>Queues.
2. Select a queue and click the Voice options tab.
3. After Abandon callback queue, click the Browse button.
4. Select a queue and click OK.
5. Click Save.
To clear the abandon callback destination for a queue
1. Click IVR Routing=>Queues.
2. Select a queue and click the Voice options tab.
3. After Abandon callback subroutine, click the Clear button.
4. Click Save.
To disable abandon callbacks
1. Click YourSite=>Site.
2. Click the Callback Requests tab.
3. Clear Submit callback requests when caller abandon a queue.
4. Click Save.

Enabling web callbacks

Web callbacks require a webpage configured to allow customers to submit callback requests to a
contact center.
1. Configure sites for web callback settings.
See "Configuring sites for web callbacks" on page 239.
2. Configure an Outbound Web Callback subroutine.
IVR Routing includes the Default Outbound Web Callback subroutine. You can configure your
own if you so choose. For more information on the Default Outbound Web Callback
subroutine, see "Default Outbound Callback subroutines" on page 340.
3. Configure a web callback request page for your contact center.
See "Configuring the web callback template" on page 240.
4. Enable the web callback page for callbacks.
See "Enabling the web callback template for callbacks" on page 243.

Configuring sites for web callbacks

For each site in your contact center, you must specify the maximum number of web callback
requests that can be generated by a single IP address per hour. Ring Groups do not support handling
web callbacks.

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To configure the maximum number of web callback requests that can be generated by a single IP
address per hour
1. Click YourSite=>Site.
2. Select a site.
3. Click the Callback Requests tab.
4. After Web callback hourly submission limit per user, select the number of callbacks that
can be submitted from a single IP address per hour.
5. Click Save.

Configuring the web callback template

Web callback enables callers to submit callback requests using a callback request page accessed
through a contact centers website. Callers submit a telephone number, name, and time frame within
which their call should be returned, as well as other optional information, which is then routed to the
contact center.
IVR Routing includes a web callback template for use as the callback request page for your contact
center. Figure 27 shows the web callback template. The web callback template must be manually
configured as a part of your contact centers corporate website. Experienced web developers can
also use the template to construct their own web callback page.

Figure 27: Template - Default.html

Viewing the web callback template

The web callback template is stored in a zip file in <installation drive>:\Program Files
(x86)\Mitel\MiContact Center\WebSites\CCMWa\WebCallbackTemplate.zip.

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Customizing the web callback templates

You can edit elements of the web callback template to meet your contact centers needs, changing
headers, customizing Cascading Style Sheets (CSS), customizing the available countries for the
template, or even customizing the web callback template content.
Customizing the header
In the templates, Default.html has a header consisting of the text 'Get in touch with us' where you
may insert a company logo or change the text. You can customize these headers for your contact
center.
To customize the header
1. Open Default.html in a text editor.
2. Replace the text with your own text or an image.
NOTE: If you are using Notepad with Default.html, press CTRL+F and type <h1> to locate
the header in the HTML.
3. Save and close the HTML editor.
Customizing the Cascading Style Sheet
The Cascading Style Sheet (CCS) defines how HTML elements are displayed. CCS enables you to
control the style and layout of multiple Web pages all at once.
To customize the CSS
1. Open main.css in a text editor.
2. Edit the heading and body font sizes and styles, or spacing.
3. Click Save.
Customizing the content of the web callback template
You can change the content of the web callback template to reflect your business, however, we do
not recommend changing fields as improper changes will result in a non-functioning webpage. If you
have the experience, expertise, and resources to edit HTML, you can use the templates to build the
webpage you desire.
Customizing the available countries in the template
By default, the web callback template imports available countries from a web service and populates
them in the web callback template. Contact centers can customize their web callback page to
include only the countries they intend to support callbacks from. To do this, you must obtain the
country GUIDs of the relevant countries from SQL and then add them to Config.js
To obtain country GUIDs from SQL
1. Open SQL Server Management Studio or another SQL Management program.
2. Query the following select statement:
SELECT [Pkey], [Name] FROM [CCMData].[dbo].[tblConfig_Country]
3. Record the country GUIDs you require.

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To customize the available countries in the template

1. Open Config.js in a text editor.
2. Locate the following line of text:
var AutoPopulateCountries = true;
3. Replace true with false
4. To add a country, add the country GUID from the SQL database and the Country name you
want to appear in the drop down in the following format:
<option value=countryGUID selected>Country Name in Dropdown</option>
5. If you do not intend to offer web callbacks to Canada, delete <option value="A0A5E01E-1304-
4893-840B-CFC30B65983F" selected>Canada</option>
6. Save and close the text editor.
Customizing the available queues in the template
By default, the web callback template is auto-populated with all the voice queues available for web
callbacks. Contact centers can limit which queues enabled for web callbacks appear in may want to
limit customers to accessing certain queues from a given callback webpage. To do this, you must
obtain the queues GUIDs and add them to Config.js.
To obtain a queue GUID from YourSite Explorer
1. In YourSite Explorer, click IVRRouting=>Queues.
2. Select a queue.
3. In the ribbon, click Queue Tools.
4. Click Copy queue ID.
The queue GUID is copied to your clipboard.
To obtain queue GUIDs from SQL
1. Open SQL Server Management Studio or another SQL Management program.
2. Query the following select statement:
SELECT [Pkey], [Name] FROM [CCMData].[dbo].[tblConfig_Queue]
3. Record the queue GUIDs you require.
To customize the available queues in the template
1. Open config.js in a text editor.
2. Locate the following line of text: var AutoPopulateQueues = true;
3. Replace true with false.
4. To add a queue, add the queue GUID and the queue name you want to appear in the drop
down in the following format:
<select name="queue" class="form-control" id="queue">
<option value="queue guid" selected>queue name</option>
</select>
5. Save and close the text editor.

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Enabling the web callback template for callbacks

After you create a web callback request page, you need to enable your web callback page to
generate callback requests for your queues. This is done by adding an application pool for web
callbacks and adding web callbacks as an application for your website in IIS and specifying in
config.js which web callback workflow to use. Optionally, the default messages contacts receive
after successfully submitting a callback or if their callback request fails to submit can be changed.
Before the procedure, you must have
l Configured a web callback request page using the template
l Added the web callback template files into the desired directory
To enable the web callback template for callbacks
1. Add the web callback application pool and configure the application settings
2. Add the web callback as an application to your website
3. Set the EnterpriseServer for callbacks
4. (Optional) Change the default web callback subroutine
5. (Optional)Change the default success and failure messages
To add the web callback application pool and configure the application settings
1. Start IIS Manager.
2. Under Connections, select Application Pools.
3. In the Actions pane, select Add Application Pool.
4. Under Name, add a name for the pool.
5. Under .NET Framework version, select the most recent version of .NET Framework 4.5.
6. Under Managed pipeline mode, select Classic.
7. Click OK.
8. Select the Application Pool and in the Actions pane, select Advanced Settings.
9. Configure the settings to match the figure below.

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Figure 28: Web callback Application Pools Advanced Settings

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10. Click OK.

To add the web callback as an application to your website
1. Start IIS Manager.
2. In the Connections pane, navigate to Default Web Site.
3. In the Actions pane, click View Applications.
4. In the Actions pane, click Add Application.
5. Under Alias, provide an alias.
6. Click Select.
7. Select the web callback application pool and click OK.
8. Under Physical path, click and navigate to the folder containing web.config and click OK.
9. Click OK.
To set the Enterprise Server IPaddress for callbacks
1. Navigate to config.js and open in a text editor.
2. Locate the following line of text:
varConfig.EnterpriseServerAddress="localhost";
3. Replace localhost with your Enterprise Server's IP address.
4. If the Enterprise Server was configured to use SSL during installation, locate the following line
of text:
varConfig.EnterpriseUsingSSL=false;
5. Replace false with true.
6. Save and close the text editor.
To change the default web callback subroutine
1. Navigate to config.js and open in a text editor.
2. Locate the following line of text:
var Config.OutboundCallbackSubroutineID = "B0AA4E0E-A97D-461E-A7F9-
E32026C1FA40";
3. Replace the value with the GUID of the subroutine from SQL.
The GUID can be obtained from tblConfig_VWM_Subroutine in SQL. See the procedure
below for instructions on how to obtain this information.
4. Save and close the text editor.
To obtain web callback subroutine information from SQL
1. Open SQL Server Management Studio or another SQL Management program.
2. Query the following select statement:
select Pkey,Name from tblConfig_VWM_Subroutine
3. Find your value for your web callback subroutine.
To change the default success and failure message for the web callbacks
1. Navigate to config.js and open in a text editor.
2. Locate the following lines of text:
var Config.SuccessMessage = "Thanks, we will get in touch with you shortly.";
var Config.FailureMessage = "Sorry, we are having difficulties right now. Please try again.";

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3. Replace "Thanks, we will get in touch with your shortly." with the desired message for a
successful callback submission.
4. Replace "Sorry, we are having difficulties right now. Please try again." with the desired
message for a failed callback submission.
5. Save and close the text editor.

CONFIGURING RULES
Rules provide call conditions that are evaluated at the runtime of the workflow. They enable you to
compare against a broad range of conditions in a single workflow activity, reducing workflow clutter
and enabling more precise routing.
In a workflow, rules are assigned to a Rules activity. When an incoming call enters a workflow and
encounters a Rules activity, the call is evaluated against the activitys associated rules and is
branched based on whether or not the call meets the rules routing rules conditions. Routing rules
can be based on a number of different conditions:
l ANI (Voice, Inqueue, and Agent )
l DNIS (Voice, Outbound, Inqueue, and Agent)
l Emergency (Voice, RAD, Outbound, Inqueue, and Agent)
l Hunt Group (Voice, RAD, Outbound, Inqueue)
l Queue (Voice, RAD, Outbound, Inqueue, and Agent)
NOTE:Ring Groups are supported for queue routing rules
l Redirect (Voice, Outbound, Inqueue)
l Schedule (Voice, RAD, Outbound, Inqueue, and Agent)
If the call meets the routing rules conditions, then it is routed through the Success branch and has
variables set to specific values based on the pre-configured variable options in the rule. If it does not
meet the rules routing conditions, then the call is routed through the Failure branch. If the call is
comparing against many routing rules in a single Rules activity, the variables will only be set once,
by the first routing rule matched.
Rules are best used when you want to route calls based on multiple conditions. A site that has a
Monday to Friday, 9 am to 5 pm French language queue and a 24-hour English queue could, using
ANI and Schedule routing rules in a single rule, route calls from French area codes that are calling
within business hours to the French queues and all other calls to the 24-hour English queue.
For more information on the Rules activity for workflows, see "Configuring the Rules activity" on
page 319.

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Adding rules
Routing rules' conditions vary by rules type. See "Configuring rules" on page 246.Note that you
cannot save routing rules until after you add variables to your rules. See "Adding variables to rules"
on page 249.
To add a rule
1. Click IVR Routing=>Rules=>Add.
2. Select either Voice, RAD, Outbound, Inqueue, or Agent.
3. Type a Name for the rule.
NOTE: The Expression field is automatically populated when routing rules have been
configured. See "Adding routing conditions to rules" on page 247.

Adding routing conditions to rules

NOTE:
l You cannot save routing rules until after you add variables to your rules. See "Adding variables
to rules" on page 249.
l For instructions on grouping rule conditions, see "Grouping expressions" on page 271.
The following procedures explain how to
l Add an ANI, DNIS, Hunt Group, or Redirect routing condition to a rule
l Add a Schedule routing condition to a rule
l Add a Queue routing condition to a rule
l Add an Emergency routing condition to a rule
To add an ANI, DNIS, Hunt Group, or Redirect routing condition to a rule
1. Under Routing Rules, click Add.
2. From the second column, select one of the following routing rule types from the drop-down list:
l ANI
l DNIS
l Hunt Group
l Redirect
3. From the third column, click the - button.
4. To add a value, click Add and enter a value for the routing rule.
5. Click the Add button.
6. Repeat the above steps to add additional values to the routing rule.
7. To test values, after Test, type the values. 'Pass' or 'Fail' displays depending on whether the
test is successful.
8. Click OK.

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To add a Schedule routing condition to a rule

1. Under Routing Rules, click Add.
2. From the second column, select Schedule from the drop-down list.
3. From the third column, click the - button.
4. Click Add.
5. Select one of the following conditions from the drop-down list:
l Date
l DOW(Day of Week)
l Holiday
l Schedule
l Time
6. Select a value for the condition and click OK.
7. To add more schedule conditions, click Add and repeat the above steps.
8. To test the conditions, under Utilities, enter time and date information and click Test. 'Pass'
or 'Fail' displays depending on whether the test is successful.
9. Click OK.
To add a Queue routing condition to a rule
1. Under Routing Rules, click Add.
2. From the second column, select Queue from the drop-down list.
3. From the third column, click the - button.
4. After Queue, click the ... button.
5. Select either the Queue, Queue Group, or Variable tab.
NOTE:For information on how queue groups use queue real-time statistics, see "Real-time
queue conditions and queue groups" on page 312.
6. Select a queue, queue group, or variable to add to the condition and click OK.
7. To add a new queue, see "Configuring queues" on page 217.
NOTE: To configure a new queue for web callbacks, see "Enabling web callbacks" on page
239.
8. To add a new queue group, select the Queue Group pane and click Add.
l After Name, type a name for the queue group.
l After Reporting number, type a reporting number for the queue group.
l In the Available members pane, select a queue group and click the > button.
9. To add a new variable, see "Configuring variables" on page 252
10. Click Save.
11. To add conditions, at the top of the Queue Conditions dialog box, click Add.
12. From the second column, select a real-time statistic from the drop-down list:
NOTE: Expected Wait Time requires at least one call waiting in queue for IVR Routing to
calculate an Expected Wait Time value.

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13. From the third column, select one of the following operators from the drop-down list. Options
vary according to the real-time statistic selected:
l ! = Not Equal to
l < Less than
l <= Equal to or less than
l = Equal to
l > Greater than
l >= Equal to or greater than
14. In the third column, from the drop-down list select either the Value, QueueStats, or the
Variable tab.
15. Under Value, type in a numeric value or enable the check box for the value.
16. Under Queue Stats, select a queue stat from the drop-down list.
17. Under Variable, select a variable from the drop-down list.
18. Click OK.
19. If you want to add another condition, at the top of the dialog box, click Add.
20. Repeat the above steps for each additional condition to add to the Queue Condition builder.
21. To import queue conditions, click the Import button and navigate to a *.csv file.
22. To export queue conditions, click the Export button and navigate to a *.csv file.
NOTE:
l Conditions on a single line and separated by a comma will be added to a single branch.
l Conditions on multiple lines and separated by a comma will be added to multiple
branches.
23. To test the conditions, click Test Parameters, enter a value in the relevant fields and click
Test. 'Pass' or 'Fail' displays depending on whether the test is successful.
24. To delete a queue condition, from the drop-down list to the left of the condition select Delete.
25. Click OK.
To add an Emergency routing condition to a rule
1. Under Routing Rules, click Add.
2. From the second column, select Emergency.
3. From the third column, select Yes or No.

Adding variables to rules

To add a variable to a rule
1. Under Variables, click Add.
2. From the second column, select a variable from the drop-down list and click OK.
3. In the third column, select either Value or Variable.
4. If you selected 'Value', type the value.
5. If you selected 'Variable, select a variable from the list.
6. Click OK.
7. Click Save.

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Deleting rules
To delete a rule
1. Under IVR Routing=>Rules, select the rule from the list provided.
2. Click Delete.
3. When prompted, click OK.

CONFIGURING HOLIDAYS
Holidays can be configured for dates that affect your contact center functionality. For information on
configuring holidays, see "Configuring holidays" on page 149.

CONFIGURING DATA PROVIDERS

You can create a connection to a data provider located on a local or an external server to access
information about incoming callers. For example, the data providers query can be configured to
retrieve customer information based on ANI, DNIS, collected digits, or variables.
IVR Routing can add the following as data providers to query for data:
l Microsoft Excel worksheets
l Microsoft SQL servers
l Lightweight Directory Access Protocol (LDAP)
IVR Routing also supports the following platforms as generic data providers to query for data:
l SAP
l Salesforce
l Microsoft Dynamics CRM
IVR Routing can also import ODBC connections configured using the Windows ODBCData Source
Administrator. IVRRouting supports the following reference platforms for ODBC connections:
l IBM DB2
l Oracle Database
l MySQL
l Microsoft Access
l PostgreSQL

Adding a Microsoft SQL server as a data provider

To add a Microsoft SQL server as a data provider
1. Click IVR Routing=>Data providers.
2. Click Add and select Microsoft SQL Server from the drop down list.
3. Type a Name for the data provider.
4. Type the Server Name.
5. Under Log on credentials, select Windows Authentication or SQL Server
Authentication.
6. If you select SQL Server Authentication, enter a Username and Password.

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7. Click Test Connection.

8. After Database Name, select a database name from the drop down list.
9. Click Save.

Adding a Microsoft Excel worksheet as a data provider

To add a Microsoft Excel worksheet as a data provider
1. Click IVR Routing=>Data providers.
2. Click Add and select Excel from the drop-down list.
3. Type a Name for the data provider.
4. After Workbook, click Select File and browse to the Excel worksheet you want to use as a
data provider.
NOTE: The Excel worksheet must be shared as a workbook and located on a UNC (Universal
Naming Convention) path, also known as a shared network path. The syntax for a UNC path
is \\ComputerName\SharedFolder\Resource. An example of the syntax format is
\\IVRMACHINE\IVRDIRECTORY\WORKSHEET.xls. Locating the worksheet on a UNC
enables IVR Routing to access the data provider remotely.
5. Click Open.
6. Click Test Connection.
7. Click Save.

Adding a LDAP as a data provider

To add a LDAP as a data provider
1. Click IVR Routing=>Data providers.
2. Click Add and select LDAP from the drop down list.
3. Type a Name for the data provider.
4. Type the Domain of the LDAP.
5. Type the Username for the LDAP.
6. Type the Password for the LDAP.
7. Click Test Connection.
8. Click Save.

Adding a generic data provider

Salesforce, Microsoft Dynamics CRM, and SAP can be added as generic data providers in YourSite
Explorer. Generic data providers have certain limitations on the SQL language for queries. Consult
the following Knowledge Base articles for the SQL language supported for these data providers:
http://micc.mitel.com/kb/KnowledgebaseArticle52371.aspx.
To add a generic data provider
1. Click IVR Routing=>Data providers.
2. Click Add and select Generic from the drop-down list.
3. Type a Name for the data provider.
4. After Type, select a data provider.
5. Type the User Name of the data provider.

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6. Type the Password for the data provider

7. After Other Settings, enter the data provider-specific information.
l SAP: Enter the client number, the system number, and the connection type, separating
the values by semi-colons. For example: 250;25;SOAP
l Salesforce: Enter your Salesforce security token.
Contact your Salesforce administrator to obtain the Salesforce security token.
l Dynamics CRM: Enter the CRM version. For example, CRM Online Office 365.
The following versions of Dynamics CRM are supported as data providers: CRM
Online Office 365, CRM 2011, CRM 2011 IFD, CRM 4.0, CRM 4.0 IFD, CRM 2013,
CRM 2013 IFD, CRM 2015, and CRM 2015 IFD.
8. Enter the connections Url.
9. To test the connection, click Test Connection.
10. Click Save.

Adding an ODBC as a data provider

ODBC connections can be added as a data provider through the Windows ODBC Data Source
Administrator. After adding an ODBC using ODBC Data Source Administrator, the ODBC will
automatically appear in data source providers and will be made available for the Query activity.
You cannot edit an ODBC data provider in IVR Routing.
NOTE: When adding an ODBC connection for IVR Routing, you must use the 32-bit Windows
Server tool. For more information, see the following Mitel Knowledge Base article:
http://micc.mitel.com/kb/KnowledgebaseArticle52125.aspx

Deleting data providers

NOTE: You cannot delete ODBC data providers from the data providers list.
To delete a data provider
1. Click IVR Routing=>Data providers.
2. Select the data provider and click Delete.
3. When prompted, click OK.

CONFIGURING VARIABLES
Variables are used in multiple activities and to perform various tasks, including
l Storing information for later use
l Collecting user data
l Performing database queries
l Building simple or complex conditions
Variables can be used for different activities such as:
l Transferring a call to a different queue based on customer class
l Playing different prompts based on account balance
l Holding collected digits for use later in a database query

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Some variables can also be passed to agents in the form of a desk top screen pop, providing agents
with call information generated in the workflow. For more information, see "Passing agents call
information in screen pops" on page 333, and "Populating screen pops with workflow variables" on
page 333.
Variables may be configured to mask their contents, enabling variables to be delivered either entirely
masked or partially masked with a user-specified number of characters left unmasked. This limits
the exposure of potentially sensitive information, such as credit card or SIN numbers, in logs, call
notes, databases, and screen pops. Masked variables cannot be used with the Set Variable activity,
but can be used with the Variable Compare and Collect Digits activities. Variables that contain file
paths to .wav files will also mask the .wav file. System variables cannot be masked. Masking is
available to the following types of variables:
l Unspecified
l Digits
l Number
l Dollars
l Euros
l Pounds
l DateTime
Masked variables are a component of building workflows in support of PCI compliant systems. For
an example of a PCI compliant workflow, see "Workflow for PCICompliant systems" on page 359.
IVR Routing includes built-in variables that you can use in your workflows. To view these variables
and to see a description of each, open YourSite Explorer and select IVR Routing=>Variables.
Custom variables can be populated through queries and activities such as Set Variable and Execute.
See "Configuring the Query activity" on page 306, "Configuring the Set Variables activity" on page
326, and "Configuring the Execute activity" on page 287.

Adding variables
To add a variable
1. Click IVR Routing=>Variables=>Add.
2. Type a Name for the new variable.
NOTE:
l The Name must be unique and cannot contain any spaces.
l A variable's name cannot be changed after you save.
3. After Description, provide a brief explanation of the variable function.
4. After Variable Type, select the type of variable from the drop-down list.
NOTE: A variable's type cannot be changed after you save.

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5. If Mask Type is available to this type of variable, select the variables mask from the drop-
down list.
l NoMask The variable will not be masked within IVR Routing and associated screen
pops, databases, etc.
l FullMask The entire variable will be masked within IVR Routing and associated
screen pops, databases, etc.
l MaskAllExceptLastX The variable will be masked except for the specified number of
final characters
l MaskAllExceptFirstX The variable will be masked except for the specified number of
first characters
6. If you selected MaskAllExceptLastX or MaskAllExceptFirstX, specify the number of
characters to be left unmasked.
7. To enable this variable to display in a toaster notification or screen pop select the Send to
agent desktop check box.
8. After Display Name, type the name this variable has when it appears in a toaster notification
or screen pop.
9. If you selected Dollars, Euros, or Pounds as the variable type, after Currency Format, select
the format from the drop-down list.
10. If you selected Date Time as the variable type, after Date Format, select the date format from
the drop-down list. AfterTime Format, select the time format from the drop-down list.
11. Click Save.

Deleting variables
NOTE: Default variables are grayed out and cannot be deleted.
To delete a variable
1. Click IVR Routing=>Variables.
2. Select the variable and click Delete.
3. When prompted, click OK.

CONFIGURING SECURITY
You can configure IVRRouting security settings in YourSite Explorer to allow or prevent users from
making changes to workflows, devices, and prompts, and to the runtime operations of your
business. See "Configuring security roles" on page 138.

CONFIGURING AUTOMATIC SPEECH RECOGNITION

IVR Routing supports integration with an Automatic Speech Recognition server to provide
Automatic Speech Recognition capabilities for collecting spoken caller input. Automatic Speech
Recognition enables callers in IVR Routing workflows to provide information verbally rather than by
entering digits or text using a phone keypad.
Automatic Speech Recognition can be added to a site and its media servers through associating an
Automatic Speech Recognition server to the site. For information on supported Automatic Speech
Recognition servers, see the MiContact Center and Business Reporter System Engineering Guide.
The following activities support Automatic Speech Recognition:

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l Collect Digits
See "Configuring the Collect Digits activity" on page 276.
l Menu
See "Configuring the Menu activity" on page 299.
Activities using Automatic Speech Recognition require a Confidence Threshold for speech input.
The Confidence Threshold determines the threshold for accepting speech input and routing down the
appropriate branch of the activity. A high Confidence Threshold improves the accuracy of the input
while increasing the likelihood that speech input will be considered invalid. A low Confidence
Threshold lowers the chance that speech input will be considered invalid, at the cost of accuracy.
The default Confidence Threshold for activities using Automatic Speech Recognition is 50%. It is
the responsibility of contact centers to determine the acceptable Confidence Threshold for speech
input in their workflows.
IVR Routing Automatic Speech Recognition works with IVR Routing Text-to-Speech. For more
information on Text-to-Speech, see "Configuring a Text-to-Speech server" on page 256.

Configuring an Automatic Speech Recognition server

Automatic Speech Recognition servers are added on a site-by-site basis.
The following procedure takes place in YourSite=>Site.
To configure an Automatic Speech Recognition server
1. Select a site and click the Speech Recognition tab.
2. After MRCP Server IP, type the IP address of your Automatic Speech Recognition server.
3. After Server Port, type the port the Automatic Speech Recognition server is listening on.
By default, this is port 5060.
4. Click Save.

CONFIGURING TEXT-TO-SPEECH
IVR Routing supports integrating with a Text-to-Speech server to provide Text-to-Speech
capabilities for prompts and activities in IVR Routing.
Text-to-Speech enables textual content to be read to callers in prompts, such as information returned
from a query, text updates on the status of a service or product queried information back to callers,
enable businesses to provide a text update on the status of a service or product and be able to read
this message back to customers calling in.
Text-to-Speech can be added to a site and its media servers through associating a Text-to-Speech
server to the site and specifying the Text-to-Speech server voices (languages) that IVR Routing
should use for corresponding MiContact Center supported languages.
NOTE:Not all languages and their dialects may align exactly to MiContact Center supported
languages. Administrators should select the voice that best matches their region in cases when
there is not an exact match.
For information about adding Text-to-Speech servers to sites, see "Configuring a Text-to-Speech
server" on page 256. For information on Text-to-Speech servers and supported languages, see the
MiContact Center and Business Reporter System Engineering Guide.

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If Text-to-Speech capability has been added to IVR Routing, Speech Server Markup Language
(SSML) files can be added to prompts. Text can also be added to prompts or saved as an SSML file
for use in other prompts. For information on creating Text prompts, see "Configuring prompts" on
page 231.
Certain IVR Routing activities also support having Text added to them directly. For information on
adding text-to-speech to activities, see "Configuring the Play activity" on page 302, "Configuring the
Collect Digits activity" on page 276, "Configuring the Menu activity" on page 299.
Text-to-Speech for IVR Routing is available as an optional add-on to Contact Center or Workgroup.

Configuring a Text-to-Speech server

Text-to-Speech is configured on a site-by-site basis. To configure Text-to-Speech, you must provide
server settings as well as associate the Text-to-Speech servers voices to MiContact Center
supported languages. Associating a voice to a language ensures that the correct voice is used for a
workflow's language settings. Voices must be configured on your Text-to-Speech server before they
can be added to IVR Routing.
For information on supported Text-to-Speech servers, see the MiContact Center and Business
Reporter System Engineering Guide.
The following procedures take place in YourSite=>Site.
To configure a Text-to-Speech server
1. Select a site and click the Text-to-Speech tab.
2. After MRCP Server IP, type the Text-to-Speech servers IP address.
3. After Server Port, type the port the Text-to-Speech server is listening on.
By default, this is port 5060.
4. Click Save.
To configure Text-to-Speech server voices
1. Select a site and click the Text-to-Speech tab.
2. After Voices, click Add.
3. Under Language, select the voices language.
4. Under Name, enter the voices name.
The Name must match the name on your Text-to-Speech server.
5. Click Save.

ACTIVITIES
You use IVR Routing's activities to build workflows and subroutines and configure the routing
conditions that send customers to queues. Activities perform a range of functions, such as
answering, transferring, and redirecting calls, collecting caller-entered digits, playing customized
prompts, and running database queries to retrieve caller information. The following sections explain
the activities available in IVR Routing and how you can configure activities to build workflows,
subroutines, and routing conditions.

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This section on Activities begins with Table 9, which lists IVRRouting's activities, displays the
activities' icons, and lists activity availability by workflow and subroutine types. The section then
explains how different activities are categorized based on the functions they perform and how they
instruct IVRRouting to manage call routing. This Activities section concludes by explaining how to
configure activities in order to build workflows, subroutines, and ultimately routing conditions. It
provides procedures for configurations that are common to many activities and concludes with
procedures for configuring individual activities.
NOTE: The following sections explain activities and their configuration, but do not explain how to
use activities to create an entire workflow or subroutine. For information on how activities can be
used to create workflows and subroutines, see "Workflow examples" on page 222, "IVR Routing
workflow samples" on page 347, "IVR Routing complex workflow configuration" on page 362, and
"IVR Routing default workflows and subroutines" on page 334.

Activities available in IVR Routing

Table 9 lists the activities used to create IVR Routing workflows and subroutines. The table lists the
activity, shows the activity's icon, and lists the activities' availability according to workflow and
subroutine type. The table also contains links to the configuration procedures for each activity.
Activity availability varies depending on whether you are licensed for Messaging and Routing or IVR.
For detailed licensing information, see the MiContact Center and Business Reporter System
Engineering Guide.

Table 9: Activities available in IVR Routing

ACTIVITY
NAME
ICON DETAILS

Available in Inbound, Inqueue, and Agent

workflows
Available in Inbound, Management, Callback
ANI
Inbound, and Agent subroutines
For configuration procedures, see "Configuring
the ANI activity" on page 272.

Available in Inbound and RAD workflows

Available in Inbound, RAD,Management, UPiQ,
Answer Callback Inbound, and Agent subroutines
For configuration procedures, see "Configuring
the Answer activity" on page 273.

Available in Inbound workflows

Callback Available inInbound and UPiQ subroutines
Request
For configuration procedures, see "Configuring
the Callback Request activity" on page 274.

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Table 9: Activities available in IVR Routing (continued)

ACTIVITY
NAME
ICON DETAILS

Available in Inbound and Outbound workflows

Available in Inbound, Outbound, Management,
Collect Digits UPiQ, and Callback Inbound subroutines
For configuration procedures, see "Configuring
the Collect Digits activity" on page 276.

Available in Outbound workflows

Available in Outbound subroutines
Conference
For configuration procedures, see "Configuring
the Conference activity" on page 280.

Available in Inqueue workflows

Connect to
Caller For configuration procedures, see "Configuring
the Connect to Caller activity" on page 282.

Available in Callback Inbound subroutines

Date Time
Validation For configuration procedures, see "Configuring
the Date Time Validation activity" on page 283.

Available in Inbound, Outbound, RAD, Inqueue,

and Agent workflows
Available in Inbound, Outbound,
Delay RAD,Management, UPiQ,Callback Inbound,
Agent subroutines
For configuration procedures, see "Configuring
the Delay activity" on page 283.

Available in Inbound, Outbound, Inqueue, and

Agent workflows
Available in Inbound, Outbound,
DNIS Management,UPiQ,Callback Inbound, and
Agent subroutines
For configuration procedures, see "Configuring
the DNIS activity" on page 283.

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Table 9: Activities available in IVR Routing (continued)

ACTIVITY
NAME
ICON DETAILS

Available in Inbound, Outbound, RAD, Inqueue,

and Agent workflows
Available in Inbound, Outbound, RAD,
Email Management,UPiQ,Callback Inbound, and
Agentsubroutines
For configuration procedures, see "Configuring
the Email activity" on page 285.

Available in Inbound, Outbound, RAD, Inqueue,

and Agent workflows
Available in Inbound, Outbound, RAD,
Execute Management,UPiQ,Callback Inbound, and
Agentsubroutines
For configuration procedures, see "Configuring
the Execute activity" on page 287.

Available in Inbound, Outbound, RAD, Inqueue,

and Agent workflows
Available in Inbound, Outbound, RAD,
Go To Management,UPiQ,Callback Inbound, and
Agentsubroutines
For configuration procedures, see "Configuring
the Go To activity" on page 292.

Available in Inbound, Outbound, and RAD

workflows
Available inInbound, Outbound, RAD,
Hang Up Management,UPiQ,and Callback Inbound
subroutines
For configuration procedures, see "Configuring
the Hang Up activity" on page 292.

Available in Inbound workflows

Available in Inbound subroutines
Hold State
For configuration information, see "Configuring
the Hold State activity" on page 293.

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Table 9: Activities available in IVR Routing (continued)

ACTIVITY
NAME
ICON DETAILS

Available in Inbound, RAD,and Inqueue

workflows
Available in Inbound, RAD,and Callback Inbound
Hunt Group
subroutines
For configuration procedures, see "Configuring
the Hunt Group activity" on page 293.

Available in Inbound, Outbound, RAD,and

Inqueue workflows
Available inInbound, Outbound, RAD,
Language Management,UPiQ,and Callback Inbound
subroutines
For configuration procedures, see "Configuring
the Language Activity" on page 295.

Available in Outbound workflows.

Available in Outbound subroutines
Make Call
For configuration procedures, see "Configuring
the Make Call activity" on page 296.

Available in Inbound workflows

Available in Inbound, Management,and Callback
Management Inbound subroutines
For configuration procedures, see "Configuring
the Management activity" on page 298.

Available in Inbound and Outbound workflows

Available in Inbound, Outbound,
Management,UPiQ,and Callback Inbound
Menu
subroutines
For configuration procedures, see "Configuring
the Menu activity" on page 299.

Available in Inbound workflows

Available in Inbound and Management
Mode of
subroutines
Operation
For configuration procedures, see "Configuring
the Mode of Operation activity" on page 302.

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Table 9: Activities available in IVR Routing (continued)

ACTIVITY
NAME
ICON DETAILS

Available in Inbound, Outbound, RAD, Inqueue,

and Agent workflows
Available in Inbound, Outbound, RAD,
Play Management,UPiQ,Callback Inbound, and
Agent subroutines
For configuration procedures, see "Configuring
the Play activity" on page 302.

Available in Inbound, Outbound, RAD, Inqueue,

and Agent workflows
Available in Inbound, Outbound, RAD,
Query Management,UPiQ,Callback Inbound, and
Agentsubroutines
For configuration procedures, see "Configuring
the Query activity" on page 306.

Available in Inbound, Outbound, RAD, Inqueue,

and Agent workflows
Available in Inbound, Outbound, RAD,
Queue
UPiQ,Callback Inbound, and Agentsubroutines
For configuration procedures, see "Configuring
the Queue activity" on page 310.

Available in Management subroutines

Queue Control For configuration procedures, see "Configuring
the Queue Control activity" on page 314.

Available in Inbound workflows

Available in Inbound, Management,UPiQ,and
Record Callback Inbound subroutines
For configuration procedures, see "Configuring
the Record activity" on page 314.

Available in Inbound and Agent workflows

Available in Inbound, Management,Callback
Redirect Inbound, and Agent subroutines
For configuration procedures, see "Configuring
the Redirect activity" on page 318.

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Table 9: Activities available in IVR Routing (continued)

ACTIVITY
NAME
ICON DETAILS

Available in Outbound workflows

Retrieve Available in Outbound subroutines
Callback
For configuration procedures, see "Configuring
the Retrieve Callback activity" on page 318.

Available in Inbound, Outbound, RAD,Inqueue,

and Agent workflows
Available in Inbound, Outbound, RAD,
Rules Management,UPiQ,Callback Inbound, and
Agentsubroutines
For configuration procedures, see "Configuring
the Rules activity" on page 319.

Available only in the Default Record

Save Agent AgentGreeting workflow
Greeting For configuration procedures, see "Configuring
the Save Agent Greeting activity" on page 320.

Available in Inbound, Outbound, RAD, Inqueue,

and Agent workflows
Available in Inbound, Outbound, RAD, UPiQ,
Save Callback Management, Callback Inbound, and Agent,
subroutines
For configuration procedures, see "Configuring
the Save Callback activity" on page 320.

Available in Inbound, Outbound, RAD,and

Inqueue workflows
Available inInbound, Outbound, RAD,UPiQ,and
Schedule
Callback Inbound subroutines
For configuration procedures, see "Configuring
the Schedule activity" on page 321.

Available in Management subroutines

Set Device
Mode of For configuration procedures, see "Configuring
Operation the Set Device Mode of Operation activity" on
page 324.

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Table 9: Activities available in IVR Routing (continued)

ACTIVITY
NAME
ICON DETAILS

Available in Management subroutines

Set System
Mode of For configuration procedures, see "Configuring
Operation the Set System Mode of Operation activity" on
page 325.

Available in Inbound, Outbound, RAD,and

Inqueue workflows
Available in Inbound, Outbound, RAD,
Set Variables Management, UPiQ,and Callback Inbound
subroutines
For configuration procedures, see "Configuring
the Set Variables activity" on page 326.

Available in Inbound, Outbound, RAD, Inqueue,

and Agent workflows
Available in Inbound, Outbound, RAD,
SMS Management, UPiQ, and Callback Inbound
subroutines
For configuration procedures, see "Configuring
the SMS activity" on page 326

Available in Inbound, Outbound, RAD, Inqueue,

and Agent workflows
Available in Inbound, Outbound, RAD,
Subroutine Management,UPiQ,Callback Inbound, and
Agent subroutines
For configuration procedures, see "Configuring
the Subroutine activity" on page 327.

Available in Management subroutines

Swap Prompt For configuration procedures, see "Configuring
the Swap Prompt activity" on page 328.

Available in Inbound, Outbound, and Inqueue

workflows
Available in Inbound, Outbound,
Transfer
Management,and Callback Inbound subroutines
For configuration procedures, see "Configuring
the Transfer activity" on page 328.

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Table 9: Activities available in IVR Routing (continued)

ACTIVITY
NAME
ICON DETAILS

Available in Inbound, Outbound, RAD, Inqueue,

and Agent workflows
Available in Inbound, Outbound, RAD,
Variable
Management, UPiQ, Callback Inbound, and
Compare
Agent
For configuration procedures, see "Configuring
the Variable Compare activity" on page 331.

Configuring common activity options

Several of IVRRouting's activities share configuration procedures. This section explains procedures
for configurations that are common to many activities, branches, and branching conditions.
NOTE: Branches route callers to different portions of the workflow. Branching conditions represent
the circumstances a call must match in order to be sent to a particular branch.

Adding activities to workflows or subroutines

NOTE: The availability of activities varies depending on
l The workflow or subroutine type you select. For example, you cannot use a Menu Activity in a
RADworkflow. However, you can use subroutines to access activities from other workflow
types. Table 9 lists the workflows and subroutines to which different activities are available.
l Whether you are licensed for Messaging and Routing or IVR. See the MiContact Center and
Business Reporter System Engineering Guide for more information regarding licensing and
activity availability.
To add an activity to a workflow or subroutine
1. Click either IVR Routing=>Workflows or IVR Routing=>Subroutines, and select the
workflow or subroutine.
2. Select the Designer tab and, from the Toolbox, drag and drop activities to the Workflows
Canvas.
3. Click Save.
NOTE: A red exclamation mark icon shown in the top right corner of an activity signals a
configuration error or missing information. You must correct any errors and add all required
information before the workflow can be associated to a device and go live in the system. For
more information, see "Troubleshooting workflow configuration with the Validation button" on
page 269.

Deleting activities or branches from workflows

To delete an activity or branch from a workflow
1. Right-click the activity or branch and select Delete.
2. Click Save.

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Naming activities, activity configurations, and branches

For administrative and reporting purposes, we recommend you give activities, configuration settings
within an activity, and branches unique names and system names. A system name is used by
IVRRouting to identify an activity, activity condition, or branch and is used in reporting. A name
labels an activity, activity condition, or branch for the user to see.
To name an activity, activity configuration, or branches
1. Select the activity, activity configuration or branch and click Properties.
2. Type a Name for the activity, activity configuration, or branch.
3. Type a System Name for the activity, activity configuration, or branching condition.
NOTE:System Names must be unique.
4. Click Save.

Configuring activities and branches for reporting

By configuring activities or branches for reporting, you can run reports on them. This enables you to
analyze workflow traffic and see how callers are moving through your workflows.
NOTE: You must select Child Reporting Enabled for any branches and conditions on which you
want to run Workflow Condition reports. For more information on Workflow Condition reports, see
the Reports Guide appropriate to your MiContact Center licensing level.
To configure an activity and branch for reporting
1. Select the activity or branch to configure for reporting and click Properties.
2. Select the Reportable or the Child Reporting Enabled check box.
NOTE:Selecting 'Child Reporting Enabled' on parent activities selects all child activities.
3. Click Save.

Configuring an activitys prompts

Many IVR Routing activities use prompts to play messages at specified points in the workflow or
subroutine. Some activities are pre-configured with prompts, while others require prompts to be
specified. If an activity has configurable prompts, it will have a prompt section in its Properties pane.
If your system is licensed for Text-to-Speech, you can add a prompt as a text string. The system
reads the text as voice output when the prompt is played.
Prompts can be configured in a number of different ways for activities. You can:
l Add a new prompt
l Add a variable to a prompt
l Add a new variable to a prompt
l Clear a prompt
l Add a prompt using Quick Add Prompt
l Add text
l Change a prompt to an existing prompt

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To add a new prompt

1. Select the activity in the workflow or subroutine.
2. In the Properties pane, after the prompt you want to change, click the button and select
Add a new prompt.
3. After Language, select the primary language from the drop-down list.
NOTE:
l The language you select determines the system wave files available to you.
l By default, the language is set to the default site language.
4. Type a Name for the prompt.
5. Type a Description for the prompt.
6. Select a Category for the prompt from the drop-down list:
l Callback
l Custom
l Management
l Samples
l UPiQ
7. To create your own category, after Category, type a name for the new category.
NOTE: Prompt categories are an organizational tool to help keep prompts sorted and easily
accessible.
8. Select one of the following tabs:
l Textlists the SSML files added to IVR Routing. Users can add an SSML file or add
text to the prompt. To add an SSML file, click Add and select SSML file. To add a
text, click Add, select Text, enter the text, and click OK. To add text to the SSML
library for reuse, click Export.
l System wave fileslists the system wave files callers hear while in the IVR system or
while waiting on hold. This pane will only show the wave files that are available in the
language you have selected.
l Custom wave fileslists imported and recorded wave files. To import or record a
custom wave file, click 'Add' and select 'Existing wave file' to import the file or 'Record
wave file' to use the microphone on your computer to record the file.
NOTE: Wave files must be 8khz, Mono, or ULAW format.
l Queue statslists up-to-date queue statistics for use in prompts
l Variableslists all variables available for use in prompts
NOTE: Read back on variables is based on the type of variable. Number variables read
back the whole number, while digit variables read back individual numbers. For
example, number variables would read 123 as 'one hundred and twenty-three', while
digit variables would read 123 as 'one, two, three'.
l Prompts used in workflows and subroutineslists all prompts used in workflows
and subroutines
9. In the All SSML Files, All system wave files, All custom wave files, All queue stats, All
variables, or Prompts used in workflows and subroutines pane, select the files to add to
the prompt.

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10. Click > to add the file to the prompt.

NOTE: The wave or SSML files play in the order they are added to the prompt. To change the
order in which the files will be played, select the file and click the up or down arrow buttons on
the right-hand side of the dialog box.
11. Click Save.
NOTE: If you are adding prompts in a new language, you must add audio files that correspond
to the existing audio files in IVR Routings default language. Otherwise, the caller will not hear
anything when the prompts are supposed to be playing.
To add a variable to a prompt
1. Select an activity in the workflow.
2. In the Properties pane, after the prompt you want to change, click the button and select
Add a variable to a prompt.
3. Select the variable and click OK.
4. Click Save.
To add a new variable to a prompt
1. In the Properties pane, after the prompt you want to change, click the button and select
Add a variable to a prompt.
2. Click the Add button.
3. Type a Name for the variable. The name must be unique and cannot contain spaces.
4. Type a Description for the variable.
5. After Variable Type, select a type from the drop-down list.
NOTE: A variable's type cannot be changed after you save.
6. If Mask Type is available to this type of variable, select the variables mask from the drop-
down list.
l NoMask The variable will not be masked within IVR Routing and associated screen
pops, databases, etc.
l FullMask The entire variable will be masked within IVR Routing and associated
screen pops, databases, etc.
l MaskAllExceptLastX The variable will be masked except for the specified number of
final characters
l MaskAllExceptFirstX The variable will be masked except for the specified number of
first characters
7. If you selected MaskAllExceptLastX or MaskAllExceptFirstX, specify the number of
characters to be left unmasked.
8. To enable this variable to display in a toaster notification or screen pop, select the Send to
agent desktop check box.
9. Type the Display Name that this variable has when it appears in a toaster notification or
screen pop.
10. If you selected Dollars, Euros, or Pounds as the variable type, after Currency Format, select
the format from the drop-down list.
11. If you selected Date Time as the variable type, after Date Format, select the date format from
the drop-down list. AfterTime Format, select the time format from the drop-down list.
12. Click Save.

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To clear a prompt
1. Select an activity in the workflow or subroutine.
2. In the Properties pane, after the prompt you want to change, click the button and select
Clear Prompt.
3. Click Save.
To add a prompt using Quick Add Prompt
1. Select an activity in the workflow or subroutine.
2. In the Properties pane, after the prompt you want to change, click the button and select
Quick Add Prompt.
3. Navigate to the .wav file and click Open.
4. Click Save.
To add text
1. Select an activity in the workflow or subroutine.
2. In the Properties pane, after the prompt you want to change, click the button and select
Add text.
3. Type the text to be read by Text-to-Speech and click OK.
You can export the text to your SSMLlibrary for reuse by clicking Export.
4. Click Save.
To change a prompt to an existing prompt
1. Select an activity in the workflow or subroutine.
2. In the Properties pane, after the prompt you want to change, click the button and select
Select from an existing prompt.
3. Select a prompt and click OK.
4. Click Save.

Editing branches
You can edit branches by editing the conditions determining when calls follow the branch.
NOTE:You cannot add branches to the workflow from the edit menu. However, you can use the edit
menu to add multiple conditions to an existing branch.
To edit a branch
1. Expand the relevant activity.
2. Right-click the branch to edit and select Edit Condition.
3. Select the value to edit and type the new value.
4. Click Add.
5. To add another value to the condition, at the top of the pane, click Add and type the value or
range of values.
6. To delete a value, select the value and click Delete.
7. Click OK.
8. Click Save.

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Annotating activities in workflows and subroutines

You can tag activities and branches with visible notes using the annotation field. Similar to a sticky
note, annotations enable you to mark workflows and subroutines with descriptive information. For
example, you can annotate a Timeout branch to indicate, at a glance, how long before the system
times out and where customers are directed in the workflow or subroutine once a timeout occurs.
You annotate an activity and open annotations by clicking the notepad icon on an activity or branch.
To hide an individual, open annotation, click the notepad icon. You can right-click an activity to edit,
delete, show all, and hide all annotations to provide custom descriptions of your workflow or
subroutine.
To add an annotation
l Click the notepad icon on the activity or branch and type text in the annotation field.
To delete an annotation
l Right-click the activity or branch and select Annotations...=>Delete.
To expand an individual annotation
l Click the notepad icon on the activity or branch.
To hide an individual annotation
l On an open annotation, click the notepad icon.
To expand all annotations
l Right-click the workflow and select Annotations=>Show All.
To hide all annotations
l Right-click the workflow and select Annotations...=>Hide All.

Troubleshooting workflow configuration with the Validation button

IVR Routing validates workflows to ensure they do not contain programming or configuration errors
before going live in your system. IVR Routing also warns you of configurations that are not
recommended.
Red exclamation marks on activities indicate configuration errors to be corrected. Yellow
exclamation marks on activities indicate warnings. Clicking the Validation button opens a pane
explaining your workflows Errors and Warnings.
The pane lists the number of Errors and Warnings, the activity to which the Error or Warning is
associated, and what is required to fix the problem. Double-clicking the Error and Warning
information in the Validation pane brings the specific activity into focus, for ease of identification. For
more information on focusing, see "Viewing specific portions of a workflow: Focusing and the
Breadcrumb view" on page 207.

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You can disable the validation function by deselecting the 'Validate workflow' check box in the
Workflows pane
NOTE:
l Workflows containing validation errors, or that have validation disabled, cannot be made
active and will not run. This prevents improperly configured workflows from going live.
l Workflows that are already assigned to a device but become invalidated cannot be saved until
the error is corrected.

Changing the order in which branches are evaluated

Administrators change the order in which they system evaluates branches by places the branches in
sequence. The highest priority branch should be in the left-most position, as IVRRouting evaluates
branches in the order of left to right.
To change the order in which branches are evaluated
1. Expand the relevant activity.
2. Right-click a branch and select Move Left or Move Right.
Alternatively, drag and drop the branches into the desired position
3. Click Save.

Building conditions in IVR Routing

Several features in IVR Routing, including activities, require users to build conditions. For example,
users may build schedule conditions, queue conditions, and variable compare conditions. These
conditions help determine how calls are routed through a workflow.
While the individual types of expressions that can be added to conditions may vary, the interface for
adding, deleting, and grouping expressions remains consistent throughout IVR Routing.

Adding and removing expressions

To add an expression
l When in a condition designer window, click the Add button.
To remove an expression
l When in a condition designer window, select the expression you want to delete and click the
Delete button.

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Understanding operators
IVR Routing offers a number of different operators to use when building conditions. Table 10 outlines
the operators available with IVR Routing.

Table 10: Operators

OPERATOR USE

With this operator the expression will only look for values that do not match the
!=
exact value entered. This operator is case-sensitive.

With this operator the expression will look only for the exact value entered in the
expression. This operator is case-sensitive. If this operator is being used in a
=
comparison, then the expression will look for an exact string match between the
2 items being compared.

With this operator, the expression matches values that contain the entered
Contains
string. It is not case-sensitive.

With this operator the expression will look for a value with the specified number
Length
of characters.

With this operator, the expression will look for any value that starts with the
Starts With
entered value.

Selecting expressions
To select an expression
1. Click the expression's drop-down menu button.
2. Choose Select/Deselect Row.
Alternatively,
l Click the expression's selector column on the left side of the expression's row.

Grouping expressions
IVR Routing enables users to group expressions, facilitating the easy construction of detailed and
specific conditions. Expressions within a group may also be grouped together to create nested levels
of sub-groups within a single group. While grouping is associated with a number of different
activities, configurations, and dialogs, the grouping clauses are consistent throughout IVR Routing.
NOTE: We recommend you do not exceed eight nested levels of grouping within a group of
expressions.
Expressions may be grouped by one of two clauses:
l AND: Expressions grouped by the AND clause require that all the expressions in a group be
met to successfully meet the condition.
NOTE:If no grouping is selected, the ANDclause is applied by default.
l OR: Expressions grouped by the OR clause require that only one of the expressions in a group
be met to successfully meet the condition.

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To group expressions
1. Press the Ctrl or Shift key and select the expressions you want to group. Clicking 'Ctrl'
enables you to select items one at a time and omit items from selection. Clicking 'Shift'
selects a span of items.
2. Click either the Group AND or Group OR buttons.
NOTE: You can change the grouping clause by selecting the drop-down beside 'And' or 'Or',
and changing your selection.
To ungroup grouped expressions
1. Click the groups drop-down menu button.
2. Select Ungroup.
To add a new expression to a group
1. Click the groups drop-down menu button.
2. Select Add.
NOTE: If you cannot add an expression to an existing group, ungroup the expression and then
regroup it with the expression you want to add.
To remove a single expression from a group
1. Click the expressions drop-down menu button.
2. Select Ungroup.

Configuring the ANI activity

The ANI activity branches workflows based on all or part of a customers ANI. For example, you can
configure an ANI activity to identify the area codes for callers from French-speaking locations and
route all applicable calls to queues with French-speaking agents. The ANI activity enables
customers to be efficiently routed to the agents best suited to serve them.
You can add branching conditions to ANI activities to determine how IVR Routing directs callers
through the workflow. You can also import and export ANI conditions in .csv files.
The ANI activity is available in
l Inbound, Inqueue, and Agent workflows
l Inbound, Management, Callback Inbound, and Agent subroutines

Adding branching conditions to ANI activities

Branching conditions represent the criteria by which IVR Routing directs calls.
To add a branching condition to an ANI activity
1. Right-click the ANI activity and select Add Condition.
2. Click Add and type a value or range of values for the ANI condition.
NOTE:
l To branch all calls from a specified area code, city exchange, or other number
identification, include an 'x' at the end of the numeric value. 'x' indicates multiple
wildcard characters.
l To indicate individual digits or to set branching conditions to match any ANI, include
question marks instead of numeric values.

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3. Click the Add icon.

4. To add more ANI conditions, at the top of the ANI dialog box, click Add.
5. If you want all ANI conditions in the same branch, deselect the Add each row in a separate
branch check box.
6. Optionally, select the Enable reporting for this branch check box.
7. To test the ANI conditions, under Utilities, enter a value.
If the test is successful, 'Pass' displays.
If the test is unsuccessful, 'Fail' displays.
NOTE: You cannot test a range of values.
8. Click OK to create the branch or click Add to add the current branch to the workflow while
leaving the dialog box open to create new branches.
9. Click Save.
To import and export ANIconditions
1. Right-click the ANI activity and select Add Condition.
2. To import ANI conditions in *.csv format, click Import and navigate to the file name you want
to import.
3. To export ANI conditions in *.csv format, click Export and navigate to the file name you want
to export.
NOTE:
l Conditions on a single line and separated by a comma will be added to a single branch.
l Conditions on multiple lines and separated by a comma will be added to multiple
branches.
4. Optionally, select the Enable reporting for this branch check box.
5. To test the ANI conditions, under Utilities, enter a value.
If the test is successful, 'Pass' displays.
If the test is unsuccessful, 'Fail' displays.
NOTE: You cannot test a range of values.
6. Click OK to create the branch or click Add to add the current branch to the workflow while
leaving the dialog box open to create new branches.
7. Click Save.

Configuring the Answer activity

The Answer activity prompts a port to answer a ringing line and begin the workflow.
An internal timeout of 10 seconds determines how long the Answer activity has to answer the line.
Once the timeout is reached, the workflow is terminated.
NOTE:Inbound and RADworkflows must begin with an Answer activity if you intend to play a
message or collect digits.
The Answer activity is available in
l Inbound and RADworkflows
l Inbound, RAD,Management, UPiQ, Callback Inbound, and Agent subroutines

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Configuring the Callback Request activity

The Callback Request activity offers customers the ability to leave a callback request. For example,
you can use the Callback Request activity to enable callers experiencing longer than average wait
times to request a callback from an agent. Callback Request helps you meet your service level goals
by reducing abandoned calls.
You can assign callback subroutines and destinations to Callback Request activities. You can also
add devices to Callback Request destinations.
The Callback Request activity is available in
l Inbound workflows
l Inbound andUPiQ subroutines
NOTE:For callbacks to function correctly, you must have configured location settings for your
media server. If location settings are not configured, your callbacks will not be able to contact your
customers. See "Configuring location settings" on page 47.

Assigning callback subroutines to Callback Request activities

The subroutines assigned to Callback Request activities tell the system which Callback Inbound
subroutine to offer the caller and which Outbound subroutine offers callback requests to agents.
NOTE:
l IVR Routing provides default callback subroutines. For information on these default
subroutines, see "Default Inbound Voice Callback subroutine" on page 344 and "Default
Outbound Callback subroutines" on page 340.
l You must assign both Inbound and Outbound subroutines to Callback Request activities.
l You can only save Callback Request activities once you have assigned them subroutines and
destinations.
The following procedures explain how to
l Assign a Callback Inbound subroutine
l Assign a Callback Outbound subroutine
l View associated Callback Inbound subroutine
l View associated Callback Outbound subroutine
To assign a Callback Inbound subroutine
1. Right-click the Callback Request activity and select Inbound Callback Subroutine....
2. Select a subroutine and click OK.
To assign a Callback Outbound subroutine
1. Right-click the Callback Request activity and select Outbound Callback Subroutine....
2. Select a subroutine and click OK.

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To view the associated CallbackInbound subroutine

l Right-click the Callback Request activity and select Open Inbound Subroutine.
To view the associated CallbackOutbound subroutine
l Right-click the Callback Request activity and select Open Outbound Subroutine.

Assigning destinations to Callback Request activities

The callback destination represents the agent groups responsible for answering callbacks.
NOTE: Ring Groups are not supported for handling callback requests.
To assign a destination to a Callback Request activity
1. Right-click the Callback Request activity and select Destination....
2. Select a destination from one of the following devices:
l Queue
l Queue group
l Variable
l Agent
l Extensions
3. Click OK.
4. Click Save.

Adding new devices to Callback Request destinations

The following procedures explain how to
l Add a new queue, queue group, extension, variable, or agent device to a Callback Request
destination
To add a new queue, queue group, variable, extension, or agent device to a Callback Request
destination
1. Right-click the Callback Request activity and select Destination....
2. Select one of the following tabs:
l Queue
l Queue Group
l Variable
l Extensions
l Agent
3. In the Queue, Queue Group, Extension, or Agent tabs, at the top of the dialog box, click
Add.

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4. To add a new queue, in the Queue pane, follow the steps under "Adding queues" on page 100.
NOTE:
l To configure a new queue for web callbacks, see "Enabling web callbacks" on page
239.
l To configure a new queue for abandon callbacks, see "Enabling abandon callbacks" on
page 237.
l To associate a queue to an UPiQ workflow, see "Configuring Inqueue routing" on page
217. For information on setting up UPiQ workflows, see "Default Inqueue UPiQ
workflow and subroutine" on page 336.
5. To add a new queue group, follow the corresponding steps in "Adding queue groups" on page
114.
6. To add a new variable, follow the corresponding steps in "Adding variables" on page 253.
7. To add a new extension, see "Configuring extension port options for IVR Routing" on page
212.
8. To add a new agent, follow the corresponding steps in "Adding agents" on page 93.
9. When you have configured the new device, click Save.
10. Click Save.

Configuring the Collect Digits activity

The Collect Digits activity prompts callers to enter, through their dial pad or by speech, information
that can then be stored in a variable. For example, Collect Digits could enable a caller to enter their
membership number when they enter the workflow. If stored in a custom variable, this information
can be sent to an agent to provide additional information about the customer.
You can configure options and collection settings for Collect Digits activities to determine how IVR
Routing directs callers through the workflow.
The Collect Digits activity is available in
l Inbound and Outbound workflows
l Inbound, Outbound, Management, UPiQ, and Callback Inbound subroutines
NOTE:Information acquired by a Collect Digits activity is stored within the
<<LastCollectedDigits>> system variable. Subsequent Collect Digits actions overwrite this system
variable. You can also select a variable in which to store customer-entered digits.

Configuring options for Collect Digits activities

The Collect Digits activity supports both dialed confirmation input as well as spoken confirmation
input. Spoken input requires that a confidence threshold be set. For information on confidence
thresholds, see "Configuring Automatic Speech Recognition" on page 254.
The following procedures explain how to:
l Configure options for the Menu activity
l Configure confirmation settings for the Collect Digits activity
l Configure speech confirmation settings for the Collect Digits activity
l Configure reporting for the Collect Digits activity

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NOTE: The Collect Digits activity requires collection settings be configured before the activity can
be saved. See "Configuring collection settings for Collect Digits activities" on page 278 and
"Configuring speech collection settings for Collect Digits activities" on page 278.
To configure options for a Collect Digits activity
1. Select the Collect Digits activity and click Properties.
2. After Invalid Attempts, type the number of times a caller can try to enter information.
3. After Multi Digit Delay, type how long a caller has to enter another digit.
NOTE: Callers who take longer to enter a digit will be prompted again to enter their digits. After
the maximum number of attempts is reached, the call follows the Failure branch.
4. After No digit timeout (sec), type how long the system waits for the caller to enter a digit
before timing out.
5. Click Save.
To configure confirmation options for the Collect Digits activity
1. Select the Collect Digits activity and click Properties.
2. To enable callers to skip the system's readback of the collected digits, select the Barge In
check box.
3. After Confirm Digit, select a confirmation digit from the drop-down list. This is the digit a
caller presses to confirm that their input is correct.
4. After Confirm Input, click the button and follow the applicable steps under "Configuring an
activitys prompts" on page 265. This sets the prompts callers hear asking them to confirm the
digits they have entered.
5. Click Save.
To configure speech confirmation setting for the Collect Digits activity
1. Select the Collect Digits activity and click Properties.
2. After Confirm Speech, click .
3. Click Add and type the confirmation digit.
4. Click the Add button.
5. To add more confirmation digits, click Add.
6. Click OK.
7. After Speech Confidence, set the confidence threshold.
The default is 50.
8. Select Speech Enabled.
9. After Speech Language, set the language for the speech confirmation input from the drop-
down list.
10. Click Save.
To configure reporting for the Collect Digits activity
1. Select the Menu activity and click Properties.
2. Select the Child Reporting Enabled check box.
3. Click Save.

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Configuring collection settings for Collect Digits activities

Collection settings assign:
l The variable in which collected digits are stored, if you do not want to use <<Last Collected
Digits>>
l The greeting callers hear when prompted to input digits
l The digit callers enter when finished inputting digits
l The maximum and minimum number of digits a caller can input
To configure a collection setting for a Collect Digits activity
1. Select the Collect Digits activity and select Properties.
2. After Collection Settings, click the button.
3. To store customer-entered digits in a variable other than <<Last Collected Digits>>, after
Variable, click the button.
4. To use an existing variable, select a variable and click OK.
5. To add a new variable, click Add and follow the applicable steps under "Adding variables" on
page 253.
NOTE: The following variables are available to Collect Digits: Dollars, Euros, Pounds, Digits,
Number, and DateTime.
6. Under Greeting, click the button and select the greeting callers hear.
7. Click OK.
8. To add a new greeting, click Add and follow the corresponding steps in "Configuring prompts"
on page 231.
9. Under Terminating Digit, type the digit that callers enter when they are finished inputting
digits.
10. Under Minimum digits to collect, type the minimum number of digits a caller can input.
11. Under Maximum digits to collect, type the maximum number of digits a caller can input.
NOTE: When a caller reaches the maximum number of digits, IVR Routing will not wait for the
terminating digit.
12. To configure another collection setting, click Add.
13. To delete a collection setting, select the setting and click Delete.
14. Click OK.
15. Click Save.

Configuring speech collection settings for Collect Digits activities

The Collect Digits activity can be used to collect speech and store it as data in variables. The
Collect Digits activity will not pass through the Success branch until the collected speech has been
recognized by the system. If the speech is not recognized, the activity will route down the Invalid
branch.
In addition to the specified collection variable, collected speech and its confidence threshold are
stored in the <<LastCollectedDigits>> and <<LastRecognitionConfidence>> variables by the
Collect Digits activity.

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Collecting speech requires two key additional elements be set on the Collect Digits collection
settings:
l Confidence Threshold
l Grammar type and speech grammar
The Confidence Threshold determines the threshold for accepting the speech and routing down the
Success branch of the Collect Digits activity. For more information on Confidence Thresholds, see
"Configuring Automatic Speech Recognition" on page 254.
Collect Digits applies grammar to the collected speech to process it. Grammar type determine what
set of speech grammar is available for use with Collect Digits. There are two sorts of grammar types
supported with IVR Routing:
l Builtin Default ASR grammar file. Builtin provides speech grammar for the standard IVR
Routing variables, selectable from the speech grammar drop-down list. Consult your
Automatic Speech Recognition server documentation for information on Automatic Speech
Recognition grammar.
l GrXML Custom grammar files in the GrXML format. GrXML can be used to provide grammar
for names of employees so callers can say a name to get routed to that employees extension
or for bank numbers. Speech grammar is specified in the GrXML file.
To configure speech collection settings
1. Select the Collect Digits activity and select Properties.
2. After Collection Settings, click the button.
3. To store customer-entered digits in a variable other than <<Last Collected Digits>>, after
Variable, click the button.
4. Under Variable, click the ... button, select a variable and click OK.
To add a new variable, click Add and follow the applicable steps under "Adding variables" on
page 509.
NOTE: The following variables are available to Collect Digits: Dollars, Euros, Pounds, Digits,
Number, and DateTime.
5. Under Greeting, click the button and select the greeting callers hear.
6. Click OK.
To add a new greeting, click Add and follow the corresponding steps in "Configuring prompts"
on page 231.
7. Under Terminating Digit, type the digit that callers enter when they are finished inputting
digits.
8. Under Minimum digits to collect, type the minimum number of digits a caller can input.
9. Under Maximum digits to collect, type the maximum number of digits a caller can input.
NOTE: When a caller reaches the maximum number of digits, IVR Routing will not wait for the
terminating digit.
10. Select Recognition Enabled.
11. Under Configured Threshold, set the Confidence Threshold
The default is 50.
12. Under Grammar Type, select the grammar type to apply to the collected speech.
13. If you are using Builtin Grammar Type, under Speech Grammar, select the Speech grammar
matching the variable type.

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14. If you are using GrXML Grammar Type, under Speech Grammar, click .
15. Browse to a GrXML file and click Open.
16. To configure another collection setting, click Add.
17. To delete a collection setting, select the setting and click Delete.
18. Click OK.
19. Click Save.

Configuring the Conference activity

The Conference activity connects a call already in progress to a specified destination. For example,
you can use the Conference activity as part of an outbound workflow to enable an agent, who has
been offered a callback request from the queue, to connect to the customer who left the contact
request. The Conference activitys destination can be retrieved from a data source, including a SQL
database, an Excel file, a Web Service call, or a custom variable.
The Conference activity has seven branches: Success, Client Disconnected, Agent Disconnected,
No Answer, Destination Busy, Invalid Destination, and Failure. Client Disconnected and Agent
Disconnected enable workflow behavior to be configured when the client (the party called by the
Conference activity) or the agent (the party who initiated the Conference) disconnects while the
Conference activity is playing its prompts to both conference parties.
The Conference activity uses three prompts:
l Pre connectThis prompt plays to the conference initiator, informing them that the call is
being established. The default prompt is Callback Agent Pre-Connect.
l Connecting to customerThis message indicates that the conference is being connected.
The default prompt is Callback Agent Connecting.
l Greeting message to customerThis prompt plays to the destination (typically a customer)
before the agent connects indicating that they are being connected to an agent. The default
prompt is Callback Agent Callers Message.
Administrators can change the prompts if they want to use a Conference activity for something other
than callbacks. For instructions on changing an activitys prompts, see "Configuring an activitys
prompts" on page 265.
The Conference activity is available in
l Outbound workflows
l Outbound subroutines

Setting the Conference activitys destination and call behavior

You must set the Conference activity's destination. This destination can be internal or external, and
may be set from an extension, a queue, a queue group, or a variable. A new extension, queue, queue
group, or variable may be created to serve as the destination.
By default, the Conference activitys call to the destination is defined as an external call using the
outbound digits defined on the media server. This option can be disabled if the Conference activity is
used to reach internal destinations.
The Conference activity will ring for a designated time (configurable but one minute by default) before
routing down the No Answer branch.

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The following procedures explain how to:

l Specify a destination for the Conference activity
l Specify a new extension, queue, or queue group as a destination
l Specify a new variable as a destination
l Configure the Conference activity for internal calls
l Set how long the Conference activity will ring a destination
To specify a destination for a Conference activity
1. Select the Conference activity and click Properties.
2. After Destination, click the button.
3. Select one of the following from the drop-down list:
l Extension
l Queue
l Queue group
l Variable
4. Click OK.
5. If the call to the destination will use the outbound digits defined on the media server, ensure
External Call is selected.
6. Click Save.
To specify a new extension, queue, or queue group as a Conference activitys destination
1. Select the Conference activity and click Properties.
2. After Destination, click the button.
3. Select one of the following from the drop-down list:
l Extension
l Queue
l Queue group
l Variable
4. In the Extension, Queue, Queue Group, Variable tabs, at the top of the dialog box, click
Add.
5. To add a new extension, see "Configuring extension port options for IVR Routing" on page
212.
6. To add a new queue, in the Queue pane, follow the steps under "Adding queues" on page 100.
NOTE:
l To configure a new queue for web callbacks, see "Enabling web callbacks" on page
239.
l To configure a new queue for abandon callbacks, see "Enabling abandon callbacks" on
page 237.
l To associate a queue to an UPiQ workflow, see "Configuring Inqueue routing" on page
217. For information on setting up UPiQ workflows, see "Default Inqueue UPiQ
workflow and subroutine" on page 336.

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7. To add a new queue group, follow the corresponding steps in "Adding queue groups" on page
114.
8. To add a new variable, follow the corresponding steps in "Adding variables" on page 253.
9. Click Save.
10. If the call to the destination will use the outbound digits defined on the media server, ensure
External Call is selected.
11. Click Save.
To configure the Conference activity for internal calls
1. Select the Conference activity and click Properties.
2. Clear the External Call check box.
3. Click Save.
To set the amount of time the Conference activity will ring a destination
1. Select the Conference activity and click Properties.
2. After Timeout Duration, set the number of seconds the Conference will ring a destination.
3. Click Save.

Configuring the Connect to Caller activity

When a caller is waiting in queue, the Connect to Caller activity finds an available UPiQ port and
enables the port to connect to the caller. The activity then executes a subroutine that plays UPiQ
messages to callers waiting in queue, based on criteria you specify.
To specify this criteria, you can assign the Connect to Caller activity the default UPiQ subroutine, or
a reconfigured version of the default UPiQ subroutine. If the caller hangs up or if the activity is not
able to connect to the caller, the Failure branch is followed. If no available UPiQ port is found, the No
Port Available branch is followed.
For information on configuring the Connect to Caller activity in UPiQ workflows, including the Failure
and No Port Available branches, see "Default Inqueue UPiQ workflow and subroutine" on page 336.
The Connect to Caller activity is available in Inqueue workflows.
NOTE: Inqueue workflows containing Connect to Caller activities require UPiQ ports provisioned for
the system. Associating these workflows to queues without having UPiQ ports returns a validation
error when saving the workflow or queue. To provision UPiQ ports for the system, see "Configuring
extension port options for IVR Routing" on page 212.

Assigning subroutines to the Connect to Caller activity

Assigning subroutines to the Connect to Caller activity enables callers to hear UPiQ messages
while waiting in queue. You can only assign an UPiQ subroutine to the Connect to Caller activity.
NOTE:If you want to create a subroutine for the Connect to Caller activity, we recommend you do
so by reconfiguring the default subroutine shipped with IVR Routing. To access the subroutine,
select IVR Routing=>Subroutines=>Default UPiQ.

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To assign a subroutine to the Connect to Caller activity

1. Right-click the Connect to Caller activity and select Assign.
2. Select a subroutine and click OK.
3. Click Save.

Configuring the Date Time Validation activity

The Date Time Validation activity is used in Callback Inbound subroutines to validate date and time
information stored in the <<<CallbackPreferredDateTime>> variable. The activity checks that the
date and time entered in a previous Collect Digits activity (and collected in the
<<CallbackPreferredDateTime>> variable) is accurate and displays in the day/month/year/time of
day format of DDMMYYYYTTTTXX, where XX is either 26 for AM or 76 for PM.
The Date Time Validation activity is available in:
l CallbackInbound subroutines

Configuring the Delay activity

The Delay activity suspends a workflow for a predetermined time. For example, a customer calling
the system will hear a welcome menu that lasts a certain number of seconds. To test your workflow
and simulate the customers experience, you can insert a Delay activity suspending the workflow for
a duration that matches the length of the prompt. The Delay activity also enables third-party
applications to process a command before continuing to a step that requires the processing be
complete.
You can set the duration of a Delay activity to determine for how long the IVR Routing will suspend
the workflow.
The Delay activity is available in
l Inbound, Outbound, RAD, Inqueue, and Agent workflows
l Inbound, Outbound, RAD,Management, UPiQ,Callback Inbound, Agent subroutines

Setting the duration of Delay activities

To set the duration of a Delay activity
1. Select the Delay activity and click Properties.
2. Set the Duration of the delay.
3. Click Save.

Configuring the DNIS activity

The DNIS activity branches workflows based on the number a customer has dialed. For example,
you can configure DNIS activities to branch calls to a 'Service' section of the workflow as opposed
to a 'Sales' section of the workflow. DNIS activities enable the use of a single workflow and port set
for calls to multiple business lines.

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You can add branching conditions to DNIS activities to determine how IVR Routing directs callers
through the workflow. You can also import DNIS conditions from a .csv file or from a DNIS table.
The DNIS activity is available in
l Inbound, Outbound, Inqueue, and Agent workflows
l Inbound, Outbound, Management,UPiQ,Callback Inbound, and Agent subroutines

Adding branching conditions to DNIS activities

To add a branching condition to a DNIS activity
1. Right-click the DNIS activity and select Add Condition.
2. Click Add and type a value or range of values for the DNIS condition.
3. Click the Add icon.
4. To add more DNIS conditions, at the top of the dialog box, click Add.
5. If you want all DNIS conditions in the same branch, deselect the Add each row in a
separate branch check box.
6. Optionally, select the Enable reporting for the Branch check box.
7. To test the DNIS conditions, under Utilities, enter a value or range of values.
If the test is successful, 'Pass' displays.
If the test is unsuccessful, 'Fail' displays.
NOTE: You cannot test a range of values.
8. Click OK to create the branch or click Add to add the current branch to the workflow while
leaving the dialog box open to create new branches.
9. Click Save.
To import and export DNIS conditions
1. Right-click the DNIS activity and select Add Condition.
2. To import DNIS conditions in .csv format click Import =>Import from file and navigate to
the file name.
NOTE:
l Conditions on a single line and separated by a comma will be added to a single branch.
l Conditions on multiple lines and separated by a comma will be added to multiple
branches.
3. To import DNIS conditions from a DNIS table, click Import =>Import from DNIS table.
4. Select the DNIS conditions to import and click OK.
5. If you want all DNIS conditions in the same branch, deselect the Add each row in a
separate branch check box.
6. To export DNIS conditions, click Export and navigate to the file name.
7. Optionally, select the Enable reporting for the Branch check box.

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8. To test the DNIS conditions, under Utilities, enter a value.

If the test is successful, 'Pass' displays.
If the test is unsuccessful, 'Fail' displays.
NOTE: You cannot test a range of values.
9. Click OK to create the branch or click Add to add the current branch to the workflow while
leaving the dialog box open to create new branches.
10. Click Save.

Configuring the Email activity

The Email activity enables IVR Routing to send emails, with or without attachments, to recipients
via the SMTP connection configured in YourSite Explorer. You can populate Email fields with
variables, and you can populate email attachments with variables or files. For example, you can use
the Email activity to enable automated emailing of purchase orders and reports from within a
workflow. The Email activity allows electronic information to be sent from within a workflow
efficiently and accurately.
Email activity templates support HTML and text-based content. Template fields can be populated
with variables, and attachments can be populated with variables or files.
You can configure Email activity templates and add and edit SMTP mail server connections to the
Email activity.
The Email activity is available in
l Inbound, Outbound, RAD, Inqueue, and Agent workflows
l Inbound, Outbound, RAD, Management,UPiQ,Callback Inbound, and Agentsubroutines
NOTE: To configure the SMTP connection in YourSite Explorer, see "Configuring
SMTPconnections to MiContact Center" on page 43.

Populating Email activity templates

The following explains how to populate email templates.
NOTE:
l To see a list of Email variables and their descriptions, go to Multimedia=>Variables.
l You can populate fields in an Email activity template with a variable by typing the name of the
variable between double-angle brackets. The text between the angle brackets will be replaced
with the value of the variable currently executing in the workflow.
For example, <<ANI>>. In this variable, ANI will be replaced with the number from which the
caller is phoning.
You can also right-click any field in the email template and select a variable from the drop-
down list.
l Variables must be either populated with a value that points to a file path or populated by an
activity within the workflow.

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To populate an Email template

NOTE:Email content inserted via the <<Body>> variable in the Email activity is limited to 2MB.
After 2 MB, content inserted via the <<Body>> variable is truncated.
1. Right-click the Email activity and select Edit Email Template.
2. Configure all email fields as applicable.
NOTE: In the To:, Cc:, and Bcc: fields, separate multiple addresses with a semi-colon.
3. In the body of the email, type the template's text.
4. To populate fields with variables, right-click the field and select the variable from the drop-
down list. You can also type the name of the variable between double angle brackets. For
example, <<ANI>>.
5. To indicate the importance of the email message, after Priority: select a level from the drop-
down list.
NOTE: This option sets a visual indicator of the messages importance in supporting email
clients only.
6. Click OK.
7. Click Save.
To add attachments
1. Right-click the Email activity and select Edit Email Template.
2. After Attachments, click the Browse button.
3. To add a variable, click Attachments and select the variable.
4. Click Add.
5. To add additional variables, repeat steps 3-4.
6. To add a file, click Browse.
7. Navigate to the file and click Open.
8. To add additional files, repeat steps 6-7.
9. To change the order of the attachments, select the attachment and click Up or Down.
10. To remove an attachment, select the attachment and click Remove.
11. Click OK.
12. Click OK.
13. Click Save.

Adding and editing SMTP mail server connections to Email activities

To add and edit SMTP mail server connections to an Email activity
1. Right-click the Email activity and select Edit SMTP Server.
2. Select an SMTP mail server connection and click OK.
3. To add a new SMTPmail server, click the Add button and follow the steps in "Configuring
SMTPconnections to MiContact Center" on page 43.
4. To edit an SMTPmail server, select the mail server connection and click the Edit button.
5. Follow the steps in "Configuring SMTPconnections to MiContact Center" on page 43.
6. Click OK.
7. Click Save.

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Configuring email send settings

By default, every time a contact reaches an Email activity in a workflow, an email is sent. Email
activities can be configured to only send an email once per contact, so that if that contact reaches
the same Email activity again, as a result of a requeue or transfer, the Email activity will not send a
second email. New contacts from the same source will still trigger the Email activity to send an
email.
To configure auto-response email settings
1. Select the Email activity and click Properties.
2. Select theOnly Send Once check box to avoid sending more than one email to the same
contact with this activity.
3. Click Save.

Configuring the Execute activity

The Execute activity enables IVR Routing to interact with external systems by running one of the
following four processes:
l Executable/Script Runs an *.EXE file or *.BAT script on the server and delivers return
values or parameters if the script executes successfully.
NOTE: The Execute activity requires *.EXE files and *BAT scripts to be on a UNC path.
l PowerShell Runs a PowerShell script on the server and delivers return values or
parameters if the script executes successfully.
NOTE:
l The Execute activity requires PowerShell scripts to be on a UNC path.
l The Execution Policy for PowerShell scripts must be set in the command prompt
window of PowerShell to Set-ExecutionPolicy RemoteSigned.
l Web Service Enables the Execute activity to retrieve a JSON or XML response from an
external web service using SOAP or REST and delivers return values if the script executes
successfully.
NOTE: The data being returned must be valid XML characters. Any invalid characters (such
as &, <, or >) will not return successfully and the workflow will route down the Failure branch.
The XMLNode object type is not supported.
l CRM Service Sends user-defined queries to a Microsoft CRM 2011, Microsoft CRM 2013,
or Microsoft CRM Online system and delivers return values if the script executes
successfully.
For example, you can use the Execute activity to retrieve customer information from a Web Service
database and store this information in a custom variable for use within the workflow or to pass on to
agents in a screen pop for enhanced customer service. You could also use the Execute activity to
run a PowerShell script enabling an authorized caller to run remote maintenance on the IVR Routing
server. You can configure the options and the process types for Execute activities.
For an example of an IVR Routing workflow that uses the Execute activity to execute PowerShell
and perform a web service SOAP call to a publicly accessible web service, see the following Mitel
Knowledge Base article: http://micc.mitel.com/kb/KnowledgebaseArticle52022.aspx.

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The Execute activity is available in

l Inbound, Outbound, RAD, Inqueue, and Agent workflows
l Inbound, Outbound, RAD, Management,UPiQ,Callback Inbound, and Agentsubroutines
NOTE: In most instances, a success return value indicates the process executed without errors,
and the Success branch is followed. A failure return value indicates the process exited with errors
and did not complete as expected, and the Failure branch is followed. If a success return value
contains errors, it is recommended to map the return value to a variable and then use a Variable
Compare activity to confirm if the output is a Success.

Configuring options for Execute activities

To configure the options for an Execute activity
1. Select the Execute activity and click Properties.
2. To set waiting prompts to always play to completion before allowing the workflow to proceed,
regardless of whether the process has completed executing, deselect the Barge Prompt
check box.
NOTE: The waiting prompt is what callers hear while they wait for the Execute activity
process to complete. Barge Prompt signifies that the prompt will stop playing once the
process has completed executing.
3. To set the Execute activity to route to the Success branch without waiting for a process to
complete, deselect the Wait for completion check box.
NOTE:
l We recommend you deselect 'Wait for completion' only if you do not require the
Execute activity to retrieve information and return a result. For example, deselect Wait
for completion if you are using the Execute activity to run maintenance.
l If the process fails to start, the activity will route to the Failure branch regardless of
whether 'Wait for completion' is deselected.
4. After Waiting Prompt, click the button and follow the steps under "Adding prompts to Play
activities" on page 303.
NOTE:
l Waiting prompts help keep callers engaged on the line during processes that take
longer than usual to complete.
l If the Wait for completion check box is deselected, it is not necessary to configure a
waiting prompt.
5. Optionally, select the Child Reporting Enabled check box.
6. After Timeout (sec), specify how long an associated process has to complete successfully
before executing to the Failure branch.
7. Click Save.

Specifying the external processes to execute in workflows

The following procedures explain how to instruct the Execute activity to run
l Executable/Script processes
l PowerShell processes
l Web Service processes
l CRM Service processes

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To set an Executable/Script or PowerShell process

1. Right-click the Execute activity and select New Process=>Executable/Script or
PowerShell script.
2. For Executable/Script processes, after Path, click the Browse button and navigate to the
*.EXE or *BAT script. The script must be on a UNC path.
3. For Executable/Script processes, select the Separator required by the .exe file. The
separator is the character separating the parameters in the process command line statement.
4. For PowerShell processes, navigate to the PowerShell script.
5. To add a set of Input Parameters, click Add and select the Parameter the process uses to
execute.
NOTE:If batch files or Executable/Script processes require delimiters, they must be entered
manually in the Parameter column.
6. Under Value, select a variable or type a static value.
NOTE:
l The variable is replaced when a call progresses through the workflow.
l To configure the process to use a value not linked to a parameter, select a variable from
the Value field and leave the Parameter field blank.
7. Repeat steps 5 and 6 for each set of input parameters the process uses. To delete a set of
parameters, click the arrow to the left of Parameter and click Remove.
8. Under Test Value, enter values to test the process and click Execute.
NOTE:For Executable/Script processes, the Results dialog box lists return values and output
pipeline values.
l For Executable/Script processes, the Results dialog box lists return values and output
pipeline values.
l For PowerShell processes, the Results dialog box lists return values and PSObject[X]
values.
9. Click OK to auto-populate the Output Mappings pane with Output values.
10. Leave the Process Setup window open and complete the steps under "Storing retrieved data
as variables" on page 291.
To set a SOAP Web Service process
1. Right-click the Execute activity and select New Process=>Web Service.
2. Type the Web Service URI.
3. After Http Action, select an action from the drop-down list.
4. After Web Service Type, select SOAP.
CAUTION: If you are using the Execute activity with a web service as a part of a PCI
compliant workflow, ensure that you
l Use an HTTP Secure (https) address.
l If the return or input fields of the SOAP call contain sensitive information, use masked
variables in the Input and Output parameters of the Execute activity.
Failure to do so could invalidate your PCI compliance.
5. If using a SOAP Web Service, click the Scan button to verify the Web Service.

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6. Select a Web Method from the drop-down list. The Web Method populates the Parameters
field.
NOTE:SOAP Web Services populate the Web Methods field with a drop-down list of
available functions.
7. Under Value, select a variable or type a static value.
8. Under Test Value, enter values to test the process and click Execute.
9. On the results dialog box, click OK.
10. Click OK to auto-populate the Output Mappings pane with Output values.
11. Leave the Process Setup window open and complete the steps under "Storing retrieved data
as variables" on page 291.
To set a RESTWeb Service process
1. Right-click the Execute activity and select New Process=>Web Service.
2. Type the Web Service URI and, for the Web Service Type, select REST.
CAUTION: If you are using the Execute activity with a web service as a part of a PCI
compliant workflow, ensure that you
l Use an HTTP Secure (https) address.
l If the return or input fields of the REST call contain sensitive information, use masked
variables in the Input and Output parameters of the Execute activity.
Failure to do so could invalidate your PCI compliance.
3. Type the Username and Password for the Web Service. Login credentials might not be
necessary depending on the Web Service used.
4. To add a set of Headers, click Add and type the Parameter the process uses to execute.
5. Under Value, select a variable or type a static value.
6. Repeat steps 4 and 5 for each set of headers the REST Web Service process uses.
7. To add a set of Input Parameters, click Add and type the Parameter the process uses to
execute.
8. Under Value, select a variable or type a static value.
9. Repeat steps 7 and 8 for each set of input parameters the REST Web Service process uses.
To delete a set of parameters, click the arrow to the left of Parameter and click Remove.
10. To test the headers and input parameters, enter values under Test Value in Headers and Input
Parameters and click Execute.
11. In the XML Output pane of the Results dialog box, select the node containing the information
the Execute activity retrieves.
12. After Selected Node, click the Show Results button.
13. Click OK to auto-populate the Output Mappings pane with Output values.
14. Leave the Process Setup window open and complete the steps under "Storing retrieved data
as variables" on page 291.
To set a CRM Service process
1. Right-click the Execute activity and select New Process=>Microsoft CRM.
2. Type the CRM URI used to communicate with the CRM system.
3. Select the CRM Version.

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4. Complete the following fields:

l Domain Type the domain name of the CRM site
NOTE:Domain name is only required for CRM 2011 or 2013
l Operation: Select the operation the Execute activity is performing
l Username Type the username for the CRM site login
l Password Type the password for the CRM site login
l Entity Name Select the name of the CRM entity that the Execute activity queries
5. To add a set of Input Parameters, click Add and select the Parameter the process uses to
execute.
The parameters depend on the Entity Name selected.
6. Under Value, select a variable or type a static value.
7. Repeat steps 5 and 6 for each set of input parameters the CRM Service process uses. To
delete a set of parameters, click the arrow to the left of Parameter and click Remove.
8. Under Test Value, enter values to test the process and click Execute.
The results dialog shows mappings of the parameters to values.
9. Click OK.
10. Click Mapping to assign the output to variables, and click OK to store the data as variables.
11. Click Save.

Storing retrieved data as variables

The following procedure explains how to store data retrieved by the Execute activity as a variable.
These variables can be used later in the workflow.
To store retrieved data as a variable
1. In the Process Setup window, under Mapping, select a variable from the drop-down list to
correspond to each Output value.
2. Click OK.
When a call progresses through the workflow, each variable in the Mapping field is assigned
the value indicated in the Output field.
3. Click Save.

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Configuring the Go To activity

The Go To activity sends calls to its target activity and resumes workflow execution starting with
that activity
For example, if a customer enters an invalid account number, the Go To activity sends them back
through the workflow so they can enter their digits again. The Go To activity helps minimize the
number of customers routed to the failure branch and helps callers route to the queues best able to
help them.
You can configure destinations for Go To activities, determining the activities to which the Go To
sends callers. Go To activities in subroutines can be pointed to destinations in parent workflows in
conjunction with the Subroutine activity.
The Go To activity is available in
l Inbound, Outbound, RAD, Inqueue, and Agent workflows
l Inbound, Outbound, RAD, Management,UPiQ,Callback Inbound, and Agentsubroutines

Configuring destinations for Go To activities

To configure a destination for a Go To activity
1. Right-click the Go To activity and select Target...
2. Select the activity to which the Go To returns callers and click OK.
3. If you do not want to increase the repeat count of your workflow, for example if your workflow
uses embedded menus or the Collect Digits activity, in the Properties pane, select the Reset
Repeat Count check box to give callers an unlimited number of attempts to enter information.
4. Click Save.

Configuring parent workflow destinations for subroutine Go To activities

If a Go To activity is placed in a subroutine, it can route contacts to the parent workflow to which the
subroutine is assigned by setting its destination as Go To Parent Workflow. A target destination
must be set on the Subroutine activity to set where the contacts are routed to in the Parent workflow.
To configure a parent workflow destination for a subroutine Go To activity
1. In the parent workflow, select the Subroutine activity.
2. In the Properties, after Target Activity select the activity to which the subroutine Go To
activity returns contacts from the drop-down list.
3. Click Save.

Configuring the Hang Up activity

The Hang Up activity instructs IVR Routing to end the workflow, preventing callers from waiting on a
dead line and freeing up ports to take new calls. Hang Up activities are inserted at the end of a
workflow or branch. For example, you can insert a Hang Up activity at the end of a 'Closed' branch in
a Schedule activity to terminate the call after a customer hears that the contact center is closed.

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The Hang Up activity is available in

l Inbound, Outbound, andRAD workflows
l Inbound, Outbound, RAD, Management, UPiQ, and Callback Inbound subroutines
NOTE: We recommend you insert a Hang Up activity any place where the call could potentially end.
This ensures the call is terminated correctly and the port is freed to accept a new call. Inbound,
Outbound, and RAD workflows must end with a Hang Up activity if they do not end with a Transfer
activity. UPiQ subroutines should end with a Hang Up activity to free the UPiQ port.

Configuring the Hold State activity

The Hold State activity places an agent on hold. In interactions between caller and agent, caller
privacy can be ensured for private or sensitive activities, such as entering credit card information,
without the agent monitoring them. The activity searches for the Agent ID and then places the
corresponding extension on hold. While Hold State activitys enforced Hold state is active, agents
cannot remove themselves from hold. Hold is only removed when the call finishes routing through
the Success branch of the Hold State activity. The Hold State activity requires no configuration.
Only agents configured in your contact center can be affected by the Hold State activity. Other
callers in your workflows will not be affected.
For an example of how to use the Hold State activity in a workflow in support of PCI compliant
systems, see "Workflow for PCICompliant systems" on page 359.
The Hold State activity is available in
l Inbound workflows
l Inbound subroutines

Configuring the Hunt Group activity

The Hunt Group activity branches workflows based on the hunt group to which a call has been
directed. For example, you can configure a Hunt Group activity to route a call towards 'Technical
Assistance' telephone lines and the queues that use these lines to provide technical support. The
workflow will search the Technical Assistance hunt groups for the first available line and switch the
call onto the line when one is found. The Hunt Group activity enables customers to be efficiently
routed to the services they need. You can add branching conditions to Hunt Group activities to
determine how IVR Routing directs callers through the workflow.
The Hunt Group activity is available in
l Inbound, RAD, and Inqueue workflows
l Inbound, RAD, and CallbackInbound subroutines

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Adding branching conditions to Hunt Group activities

Branching conditions represent the criteria by which IVR Routing directs calls.
The following procedures explain how to
l Add a branching conditions to a Hunt Group activity
l Import branching conditions from a .csv file
l Export branching conditions into a .csv file
To add a branching condition to a Hunt Group activity
1. Right-click the Hunt Group activity and select Add condition.
The Hunt Group dialog box opens.
2. To add a hunt group value, click Add and type a value or range of values for the hunt group
condition.
3. Click the Add icon.
l To branch all calls from a specified area code, city exchange, or other number
identification, include an 'x' at the end of the numeric value. 'x' indicates multiple
wildcard characters.
l To indicate individual digits or to set branching conditions to match any Hunt Group,
include question marks instead of numeric values.
4. To import hunt group conditions in .csv format, click Import, navigate to the file name, and
click Open.
5. To export the hunt group conditions in .csv format, click Export, select a file location and file
name and click Save.
NOTE:
l Conditions on a single line and separated by a comma will be added to a single branch.
l Conditions on multiple lines and separated by a comma will be added to multiple
branches.
6. To add more hunt group conditions, at the top of the Hunt Group dialog box, click Add.
7. If you want all Hunt Group conditions in the same branch, clear the Add each row in a
separate branch check box.
By default, separate branches are added for each condition.
8. To enable reporting for the branch, select the Enable reporting for this Branch check box.
9. To test the hunt group conditions, under Utilities, enter a value or range of values.
If the test is successful, 'Pass' displays.
If the test is unsuccessful, 'Fail' displays.
NOTE: You cannot test a range of values.
10. Click OK to create the branch or click Add to add the current branch to the workflow while
leaving the dialog box open to create new branches.
11. Click Save.
To import branching conditions from a .csv file
1. Right-click the Hunt Group activity and select Import Conditions.
2. Navigate to the .csv file and click Open.
3. Click Save.

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To export branching conditions into a .csv file

1. Right-click the Hunt Group activity and select Export Conditions.
2. Navigate to the .csv file and click Save.

Configuring the Language Activity

The Language activity changes IVR Routings system language, enabling the IVR to provide an
identical workflow in different languages. When the Language activity is reached in the workflow, all
subsequent prompts play in the set language. For example, you can insert a Language activity into a
menu to allow customers to choose the language in which they receive service. By supporting
multiple languages in a single workflow, the Language activity reduces the number of prompts you
must create and the number of duplicate activities in your workflow. The Language activity also
reduces the number of ports that IVR Routing uses by allowing the same set of ports to be used for
multiple languages. You can set and edit the languages for Language activities.
The Language activity is available in
l Inbound, Outbound, RAD,and Inqueue workflows
l Inbound, Outbound, RAD, Management,UPiQ,and Callback Inbound subroutines
NOTE:The language value is stored within the <<Language>> system variable. Each subsequent
Language action overwrites the value in the system variable.

Setting and editing languages for Language activities

The following procedures explain how to:
l Set the language for a Language activity
l Edit the language for a Language Activity
To set the language for a Language activity
1. Right-click the Language activity and select Select Language.
2. Select one of the following languages for the workflow
l Chinese Simplified
l Dutch
l English United Kingdom
l English United States
l French Canada
l French France
l German
l Italian
l Norwegian Norway
l Portuguese Brazil
l Russian
l Spanish Latin America
l Spanish Spain
l Swedish Sweden
3. Click Save.

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To edit the language

1. Right-click the Language activity and select Select Language.
2. Select a different language for the workflow.
3. Click Save.

Configuring the Make Call activity

The Make Call activity prompts an associated port to process an outbound call to a specified
destination. This destination can be retrieved from a data source including a SQL database, an Excel
file, a Web Service call, or custom variable. For example, you can use the Make Call activity as part
of an outbound workflow designed to contact customers during an advertising campaign. You can
assign the Make Call activity a destination, set the amount of time the port has to make the call
before IVR Routing terminates the action, and add new devices to Make Call activity destinations.
The next step depends on the result when the Make Call activity calls the destination:
l If the call to the destination times out, the call routes through the No Answer branch
l If the destination is busy, the call routes through the Destination Busy branch
l If the destination does not match an existing phone number, the call routes through the Invalid
Destination branch
l If the Make Call activity encounters a failure and does not make the call, the call routes
through the Failure branch
l If the destination answers, the call routes through the Success branch
The Make Call activity is available in
l Outbound workflows
l Outbound subroutines

Configuring options for Make Call activities

The following procedures explain how to:
l Set a destination for a Make Call activity
l Set a dialable number as the destination
l Configure the Make Call activity for internal calls
l Set how long a Make Call activity will ring a destination
To set a destination for a Make Call activity
1. Select the Make Call activity.
2. In the Properties pane, after Destination click the button.
3. Select one of the following from the drop-down list:
l Extension
l Queue
l Queue group
l Variable
4. Click OK.

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5. If the call to the destination will use the outbound digits defined on the media server, ensure
External Call is selected.
6. Click Save.
To set a dialable number as the destination
1. Select the Make Call activity.
2. In the Properties pane, after Destination, type the dialable number.
A dialable number cannot include punctuation marks.
3. Click Save.
To configure the Make Call activity for internal calls
1. Select the Make Call activity.
2. Clear the External Call check box.
3. Click Save.
To set how long a Make Call activity will ring a destination
1. Select the Make Call activity.
2. After Timeout Duration, set the number of seconds the Make Call will ring a destination.
3. Click Save.

Adding new devices to Make Call destinations

To specify a new device as a destination
1. Select the Make Call activity.
2. In the Properties pane, after Destination click the button.
3. Select one of the following from the drop-down list:
l Extension
l Queue
l Queue group
l Variable
4. At the top of the dialog box, click Add.
5. To add a new extension, see "Configuring extension port options for IVR Routing" on page
212.
6. To add a new queue, in the Queue pane, follow the steps under "Adding queues" on page 100.
NOTE:
l To configure a new queue for web callbacks, see "Enabling web callbacks" on page
239.
l To configure a new queue for abandon callbacks, see "Enabling abandon callbacks" on
page 237.
l To associate a queue to an UPiQ workflow, see "Configuring Inqueue routing" on page
217. For information on setting up UPiQ workflows, see "Default Inqueue UPiQ
workflow and subroutine" on page 336.
7. To add a new queue group, follow the applicable steps in "Adding queue groups" on page 114.

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8. To add a new variable, follow the applicable steps in "Adding variables" on page 253.
9. Click Save.
10. If the call to the destination will use the outbound digits defined on the media server, ensure
External Call is selected.
11. Click Save.

Configuring the Management activity

The Management activity represents a management plan that is available to authorized callers,
enabling them to manage the state of IVR Routing and its prompts over the phone. For example, if
the contact center is unexpectedly closed due to severe weather, a manager working from home can
use the Management activity to set the IVR to Emergency mode and record a prompt informing
callers of the centers closure. You assign subroutines to Management activities and if you are using
the Default Management Subroutine, configure remote access options for authorized callers.
The Management activity is available in
l Inbound workflows
l Inbound, Management, and Callback Inbound subroutines

Assigning subroutines to Management activities

IVR Routing provides a default Management subroutine. For information on building subroutines to
assign to Management activities, see "Building subroutines" on page 234.
To assign a subroutine to a Management activity
1. Select the Management activity.
2. In the Properties pane, after Management Subroutine, click the ... button.
3. Click either the Subroutines or Variables tab and select a subroutine or a variable to assign
to the activity.
4. If you want to assign a new variable, under the Variables tab, click Add and follow the
corresponding steps in "Configuring variables" on page 252.
5. Click OK.
6. Click Save.
To view the assigned subroutine or variable
l Right-click the Management activity and click Open.
The assigned subroutine or variable opens.

Configuring properties for remote access to the Default Management

Subroutine
To configure properties for remote access to the Default Management Subroutine
1. Click IVRRouting=>Subroutines.
2. Select the Default Management Subroutine.
3. Select the 'Enter Management Password' Menu activity.
4. To enable callers to skip instructions using a digit entry, select the Barge In check box.
5. After In BetweenDigitDelay, set time taken to reset each digit after it is pressed.
NOTE:Between 1 to 5 seconds is recommended.

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6. After Invalid Attempts, set the number of times a caller can enter incorrect digits before being
routed down the Failure branch.
7. After No digit timeout (sec), set the amount of time that IVR Routing will wait for a caller to
enter digits before routing the call to the Timeout branch.
NOTE: If this time elapses, IVR Routing will send the caller back through the workflow.
8. After Timeout Attempts, set the number of times the No digit timeout (sec) can expire before
routing the call through the Failure branch.
9. After Instructions, click the button and follow the steps under "Configuring an activitys
prompts" on page 265.
NOTE: Instructions play prompts and menu options to an authorized caller.
10. To enable reporting, select the Child Reporting Enabled check box.
11. Right-click the Menu condition branch '1234' and click Edit Condition.
12. Click the condition '1234' and enter the new management password.
13. Click the Add button.
14. Click OK.
15. Click Save.

Configuring the Menu activity

The Menu activity prompts callers with messages and manages routing based on caller input. For
example, you can configure the Menu activity to ask customers to press '1' on their dial pad to reach
Technical Support and '2' if they want to reach Sales. IVR Routing then directs callers to the
appropriate queue based on the number they pressed. The Menu activity enables efficient routing to
the appropriate queue. You can configure the prompts callers hear, input options, and digit options for
Menu activities. If you are enabled for Automatic Speech Recognition, you can also configure the
Menu activity to accept speech input.
The Menu activity is available in
l Inbound and Outbound workflows
l Inbound, Outbound, Management, UPiQ, and Callback Inbound subroutines
NOTE: Due to the inability to use Set Variable for specifying a masked variables value, the Menu
activity cannot be used with a wildcard branch and a Set Variable activity with masked variables as
the masked variables will be exposed in the LastMenuCollectedDigits variable in the query string.

Configuring options for Menu activities

The following procedures explain how to:
l Configure options for the Menu activity
l Configure instructions for the Menu activity
l Configure reporting for the Menu activity
To configure options for the Menu activity
1. Select the Menu activity.
2. To enable callers to skip instructions using a digit entry, select the Barge In check box.
3. After In Between Digit Delay, set the time taken to reset each digit after it is pressed
NOTE:Between 1 to 5 seconds is recommended.

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4. After Invalid Attempts, set the number of times callers can try to enter information.
NOTE: If this number is exceeded, IVR Routing sends the call to the Failure branch.
5. After No digit timeout (sec), set the time to wait if the user does not enter any digits.
NOTE: If this time elapses, IVR Routing will send the call to the Timeout branch
6. After Timeout Attempts, set the number of times users can timeout before being routed down
the Failure branch.
To configure instructions for the Menu activity
1. Select the Menu activity.
2. After Instructions, click the button and follow the steps under "Configuring an activitys
prompts" on page 265.
NOTE: Instructions play prompts and menu options to callers.
3. Click Save.
To configure reporting for the Menu activity
1. Select the Menu activity.
2. To enable reporting for this branch, select the Child Reporting Enabled check box.
3. Click Save.

Configuring Menu activity branches

Menu branches are the numbers callers select to navigate the IVR Routing menu.
To configure digit options
1. Right-click the Menu activity and select Add branch.
The Menu dialog box opens.
2. To add a digit option, at the top of the dialog box, click Add and type a value or range of
values.
NOTE:
l Adding question marks to a digit option enables callers to enter customer-specific
information, of a set length, into IVR Routing. For example, you may have a menu
asking callers who are members to enter their 10-digit membership number. Adding a
digit option of '??????????' will route all callers entering a 10-digit number to the
appropriate queue.
l Adding the letter 'x' to a digit option enables callers to enter customer-specific
information of an unspecified length. For example, you may have a menu asking callers
to enter their telephone number, including extensions. Adding a digit option of '613x' will
route all callers phoning from a 613 area code to the appropriate queue.
3. Click the Add icon.
4. To import branch conditions in .csv format, click Import, navigate to the file name, and click
Open.
5. To export the branch conditions in .csv format, click Export, select a file location and file
name and click Save.

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NOTE:
l Digit options on a single line and separated by a comma will be added to a single
branch.
l Digit options on multiple lines and separated by a comma will be added to multiple
branches.
6. To add more digit options, at the top of the Menu dialog box, click Add.
7. If you want all digit option conditions in the same branch, clear the Add each row in a
separate branch check box.
By default, separate branches are added for each condition.
8. To enable reporting, select the Enable reporting for this Branch check box.
9. To test the digit options, under Utilities, enter a value or range of values.
If the test is successful, 'Pass' displays.
If the test is unsuccessful, 'Fail' displays.
10. Click OK to create the branch or click Add to add the current branch to the workflow while
leaving the dialog box open to create new branches.
11. Click Save.

Configuring speech recognition for Menu activities

If you have an Automatic Speech Recognition server configured, you enable callers to speak the
Menu activitys branch numbers rather than pressing numbers on their dialpad. When speech
recognition is enabled, the callers will not be routed down the appropriate Menu branch until the
system recognizes their speech or the callers enter the branchs digits. The Confidence Threshold
determines the threshold for accepting the speech and routing down the appropriate branch of the
Menu activity. For more information on Confidence Thresholds, see "Configuring Automatic Speech
Recognition" on page 254.
To configure speech recognition
1. Select a Menu activity and click Properties.
2. After Confidence Threshold, set the confidence threshold for the speech recognition.
3. Select Recognition Enabled.
4. After Recognition Language, select the language for the Menu activity from the drop-down
list.
5. Click Save.

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Configuring the Mode of Operation activity

The Mode of Operation activity branches workflows to a secondary type of operation when the
contact center is temporarily out of service. It can also change IVR Routing back to the Normal
mode. For example, you can use the Mode of Operation activity to route calls to an Emergency
branch if the contact center is closed due to severe weather. You can add activities to the Mode of
Operation activitys branches to determine how IVR Routing directs callers through the workflow in
the event of an Emergency or in the case of Normal operations.
The Mode of Operation activity is available in
l Inbound workflows
l Inbound and Management subroutines
NOTE: For more information on setting IVR Routing to Emergency mode, see "Configuring the Set
Device Mode of Operation activity" on page 324 and "Configuring the Set System Mode of Operation
activity" on page 325.

Configuring Mode of Operation activities for Emergency and Normal

modes
Configure the Mode of Operation activity by specifying the actions a workflow will take in
Emergency and Normal modes.
To configure a Mode of Operation activity for Emergency and Normal modes
1. In the Workflow Canvas, expand the Mode of Operation activity.
2. From the Toolbox pane, drag activities to the Emergency or Normal branch.
3. To enable reporting on the activity's branches, select the Child Reporting Enabled check
box.
4. To enable reporting on a single branch, select the branch and select the Reportable check
box.
5. Click Save.

Configuring the Play activity

The Play activity enables IVR Routing to play messages or read back the contents of variables to
callers. The Play activity can play a prompt or a single wave file to customers. For example, you can
use a Play activity to greet callers and ask them to hold for the next available agent. You can add a
new prompt to a Play activity, add a prompt that you have previously recorded, or add a variable to a
prompt. For more information on configuring prompts in workflows, see "Configuring prompts" on
page 231.
The Play activity is available in
l Inbound, Outbound, RAD, Inqueue, and Agent workflows
l Inbound, Outbound, RAD, Management,UPiQ,Callback Inbound, and Agent subroutines
NOTE: The duration of a prompt is stored within the <<LastWavePlayedDuration>> system
variable. This value will be overwritten any time a wave file is played in the workflow.

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Adding prompts to Play activities

Prompts are the messages played at specified points in the workflow. Prompts can be configured to
be played to the caller only, to the agent only, or to both.
If your system is licensed for Text-to-Speech, you can add a prompt as a text string. The system
reads the text as voice output when the prompt is played.
To enable callers to skip prompts using a digit entry
1. Select the Play activity and click Properties. .
2. Select the Barge Enable check box.
3. Click Save.
To specify who you want to hear the prompt
1. Select the Play activity and click Properties.
2. After Broadcast To, click the button and select one of the following:
l Both: the prompt plays to both the caller and the agent
l Caller: the prompt plays to the caller only
l Agent: the prompt plays to the agent only
3. Click Save.
To add an existing prompt to a Play activity
1. Select the Play activity and click Properties.
2. After Greeting Prompts, click the button and select Select from an existing prompt.
3. Select a prompt and click OK.
4. Click Save.
To add a new prompt
1. Select the Play activity and click Properties.
2. After Greeting Prompts, click the button and select Add a new prompt.
3. After Language, select the primary language from the drop-down list.
NOTE:
l The language you select determines the system wave files available to you.
l By default, the language is set to the default site language.
4. Type a Name for the prompt.
5. Type a Description for the prompt.
6. Select a Category for the prompt from the drop-down list:
l Callback
l Custom
l Management
l Samples
l UPiQ

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7. To create your own category, after Category, type a name for the new category.
NOTE: Prompt categories are an organizational tool to help keep prompts sorted and easily
accessible.
8. Select one of the following tabs:
l Textlists the SSML files added to IVR Routing. Users can add an SSML file or add
text to the prompt. To add an SSML file, click Add and select SSML file. To add a
text, click Add, select Text, enter the text, and click OK. To add text to the SSML
library for reuse, click Export.
NOTE: If adding variables to text, enclose them within double angle brackets. For
example, the EstimatedWaitTime variable is formatted as <<EstimatedWaitTime>>.
By default, variables are read as Numbers or, if they are currency, Dollars. You can
specify how variables are read in SSML files. For more information, see the MiContact
Center Knowledge Base.
l System wave fileslists the system wave files callers hear while in the IVR or while
waiting on hold. This pane will only show the wave files that are available in the
language you have selected.
l Custom wave fileslists imported and recorded wave files. To import or record a
custom wave file, click 'Add' and select 'Existing wave file' to import the file or 'Record
wave file' to use the microphone on your computer to record the file.
NOTE: Wave files must be 8khz, Mono, or ULAW format.
l Queue statslists up-to-date queue statistics for use in prompts
l Variableslists all variables available for use in prompts
NOTE: Read back on variables is based on the type of variable. Number variables read
back the whole number, while digit variables read back individual numbers. For
example, number variables would read 123 as 'one hundred and twenty-three', while
digit variables would read 123 as 'one, two, three'.
l Prompts used in workflows and subroutineslists all prompts used in workflows
and subroutines
9. In the All SSML Files, All system wave files, All custom wave files, All queue stats, All
variables, or Prompts used in workflows and subroutines pane, select the files to add to
the prompt.
10. Click > to add the file to the prompt.
NOTE: The wave or SSML files play in the order they are added to the prompt. To change the
order in which the files will be played, select the file and click the up or down arrow buttons on
the right-hand side of the dialog box.
11. Click Save.
NOTE: If you are adding prompts in a new language, you must add audio files that correspond
to the existing audio files in IVR Routings default language. Otherwise, the caller will not hear
anything when the prompts are supposed to be playing.
To add a variable to a prompt
1. Select the Play activity and click Properties.
2. After Greeting Prompts, click the button and select Add a variable to a prompt.
3. Select the variable and click OK.
4. Click Save.

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To add a new variable to a prompt

1. Select the Play activity and click Properties.
2. After Greeting Prompts, click the button and select Add a variable to a prompt.
3. Click the Add button.
4. Type a Name for the variable. The name must be unique and cannot contain spaces.
5. Type a Description for the variable.
6. After Variable Type, select a type from the drop-down list.
NOTE: A variable's type cannot be changed after you save.
7. If Mask Type is available to this type of variable, select the variables mask from the drop-
down list.
l NoMask The variable will not be masked within IVR Routing and associated screen
pops, databases, etc.
l FullMask The entire variable will be masked within IVR Routing and associated
screen pops, databases, etc.
l MaskAllExceptLastX The variable will be masked except for the specified number of
final characters
l MaskAllExceptFirstX The variable will be masked except for the specified number of
first characters
8. If you selected MaskAllExceptLastX or MaskAllExceptFirstX, specify the number of
characters to be left unmasked.
9. To enable this variable to display in a toaster notification or screen pop, select the Send to
agent desktop check box.
10. Type the Display Name that this variable has when it appears in a toaster notification or
screen pop.
11. If you selected Dollars, Euros, or Pounds as the variable type, after Currency Format, select
the format from the drop-down list.
12. If you selected Date Time as the variable type, after Date Format, select the date format from
the drop-down list. AfterTime Format, select the time format from the drop-down list.
13. Click Save.
To add a Text-to-Speech prompt
1. Select the Play activity and click Properties.
2. After Greeting Prompts, click the button and select Add text.
NOTE: The 'Add Text' option is only available if your system is licensed for Text-to-Speech.
3. In the Add Text window, type a message for the prompt and click OK.
4. Click Save.
To clear a prompt
1. Select the Play activity and click Properties.
2. After Greeting Prompts, click the button and select Clear Prompt.
3. Click Save.

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To add a prompt to a Play activity using Quick Add Prompt

1. Select the Play activity and click Properties.
2. After Greeting Prompts, click the button and select Quick Add Prompt.
3. Navigate to the .wav file and click Open.
4. Click Save.

Configuring the Query activity

The Query activity reads and writes information through a data provider, such as an MS SQL
connection, ODBC connection, Excel sheet, or LDAP provider. Administrators can use the Query
activity to retrieve information and store it in custom variables for use within workflows. Advanced
queries return multiple records of information that can be stored in multiple variables.
For example, you can use the Query activity to retrieve customer account balances for the past year.
Callers can then have their account history read back to them from within the workflow. You can
configure the data providers for Query activities, configure simple or advanced queries, and define
simple or advanced write statements for Query activities.
The Query activity is available in
l Inbound, Outbound, RAD, Inqueue, and Agent workflows
l Inbound, Outbound, RAD, Management,UPiQ,Callback Inbound, and Agentsubroutines
CAUTION: IVR Routing can mask variables to protect information used in queries but customers
are responsible for implementing appropriate network security to encrypt information passing
between IVR Routing and data providers.
NOTE:
l By default, the query result is stored within the <<LastQueryResult>> system variable. Each
subsequent Query action overwrites this variable. It is not recommended to use the
<<LastQueryResult>> variable when expecting protected information to be contained within
this variable.
l For more information on configuring data providers, see "Configuring data providers" on page
250.

Connecting Query activities to data providers

Connecting Query activities to data providers enables the Query activity to access data and use this
information to route contacts. For more information on creating data providers, see "Configuring data
providers" on page 250.
To assign a data provider to a Query activity
1. Select the Query activity.
2. In the Properties pane, after Data Provider, click the button.
The Select Connection window opens.
3. Select the data provider for the query and click OK.
NOTE: The Query activity cannot be saved without a query or write statement configured.

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Running simple queries in workflows

Running simple queries enables administrators to retrieve information from a database and store it in
a variable.
To run a simple query in a workflow
1. Select the Query activity and click Properties.
2. After Query statement, click the Browse button and, under Query Type, select Simple
Query.
3. After Database Table Name, from the drop-down list, select the table to query.
'Database table names' refer to the tables in the data source from which the Query activity
retrieves information.
4. After Column Return Name, from the drop-down list, select the column of data to query.
'Column return names' refer to the columns in the selected table, from which the Query
activity retrieves information.
5. After Variable Return Name, from the drop-down list, select the variable to populate with the
return value.
'Variable return names' refer to the variables populated as a result of the query.
6. After Column Where Name, from the drop-down list, select the name of the column of data
to compare against.
'Column where names' refer to the columns in the data source against which the Query
activity compares information.
7. After Variable Where Name, from the drop-down list, select the variable to use for
comparison.
'Variable where names' refer to the variables against which the Query activity compares.
8. To enable the activity to convert digits into text values, select the Dialpad Compare check
box.
For example, if a caller is trying to reach an employees telephone extension, dialpad compare
enables the caller to enter the letters of the employees name into their dialpad instead of
entering an extension number.
9. To test the query, after Test with a value equal to, enter an existing value from the data
provider and click Test Query.
The Raw SQL window displays the SQL statement based on the selections from the drop-
down lists.
10. To clear all fields and return to the Canvas, click Clear. To accept the query, click OK.
11. Click Save.

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Configuring Query activities with advanced queries

Advanced queries enable administrators with knowledge of SQL to write SQL statements retrieving
information from a database provider. Advanced queries also support LDAP syntax for LDAP
providers, and advanced queries for MS SQL Server and ODBC data providers support stored
procedures.
To run an advanced query in a workflow
1. Select the Query activity and click Properties.
2. After Query statement, click the Browse button, and under Query Type, select Advanced
Query.
3. Under Query, type the SQL statements to be run directly against the data provider and click
Execute.
The Execute window opens displaying a list of detected input and output parameters.
4. Under Value, type the numbers corresponding to the values contained in the data provider.
5. To enable the activity to convert digits into text values, select the Use Dialpad Compare
check box.
6. Click Run.
7. To assign variables to store information returned by the SQL statements, click the Variable
Assignment tab.
Return Column will be populated with the column names in the data provider.
8. Under Variable Name, select the variables to store information returned by the SQL
statements.
9. To assign values to the parameters filled by the SQL statements, click the Parameter
Assignment tab.
Parameter Name will be populated with the SQL parameters used to query the data provider.
10. After Variable Name, select a variable from the drop-down list to store the information
retrieved by the SQL parameter.
11. To translate parameters from a dial-pad digit, select the Dialpad check box.
12. To view the values returned from the query, click the Test Results tab.
13. To clear the variables and their parameters, click Clear. To accept the query, click OK.
14. Click Save.

Defining write statements

Write statements define a delete, insert, or update statement against a specified data provider. Write
statements enable administrators to delete, insert, or update column values in a data provider from
within a workflow.
The following procedures explain how to configure simple and advanced write statements
NOTE: Advanced write statements enable users with knowledge of SQL to write insert, update, or
delete SQL statements.

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To define a simple write statement

1. Select the Query activity, click Properties and, after Write statement, click the Browse
button.
2. Select Simple Write and select a Write Type from the drop-down list. Options vary by data
provider.
3. After Table Name, select the table in the data provider against which the write statement is
defined.
4. Under Column Name, select a column in the data provider against which the write statement
is defined.
5. Under Value, select the data to be inserted into the data provider.
6. Under Where, select a column name.
NOTE:
l Where statements display only if Delete or Update is selected
l The column names displaying in the list derive from the Table Name selected.
7. Select an operator from the drop-down list
l =
l <>
l >
l <
l >=
l <=
8. From the third drop-down list, select or type the variables used to evaluate the information
selected from the first column
9. To test the write statement, click Test Syntax.
10. To empty column values, click Clear. To accept the write statement, click OK.
11. Click Save.
To define an advanced write statement
1. Select the Query activity, click Properties.
2. After Write statement, click the Browse button and select the Advanced Write button.
3. Under Query, type the insert, update, or delete SQL statements to be run against the data
provider and click Execute.
4. The Parameter name column will be populated with the column names in the data provider.
5. Under Variable Name, from the drop-down list, select the variables used to evaluate the
information you selected from the first column.
6. To test the write statement, click Test Syntax.
7. To empty column values, click Clear. To accept the write statement, click OK.
8. Click Save.

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Returning multiple results with queries

The Query activity supports returning multiple results from a query. When a Query activity returns
multiple results from a query, the call is looped through the Success branch for each result unless it
is interrupted by a caller-activated activity, such as Go To or Transfer. When there are no more
results for the Success branch to loop, the call exits the Success branch of the Query activity and
continues along the workflow.
Multiple result returning Query activities enable contact centers to build more complex workflow
functions, such as providing callers access to an employee directory.
For more information on returning multiple results with queries, see the following Mitel Knowledge
Base article: http://micc.mitel.com/kb/KnowledgebaseArticle51935.aspx.

Configuring the Queue activity

The Queue activity branches workflows based on real-time queue conditions, enabling you to route
calls based on emerging queue conditions. The Queue activity supports Ring Group queue
conditions.
For example, you can configure a Queue activity to check queue conditions and offer a Callback
Request activity to callers experiencing long wait times. The Queue activity can help to lessen
abandoned calls and manage Service Level objectives by routing calls based on emerging queue
conditions.
You can add and edit branching conditions for queue activities and group queue conditions to
determine how IVR Routing directs callers through the workflow. Queue group real-time condition
definitions vary depending on the type of queue group. For more information, see "Real-time queue
conditions and queue groups" on page 312.
The Queue activity is available in
l Inbound, Outbound, RAD, Inqueue, and Agent workflows
l Inbound, Outbound, RAD, UPiQ,Callback Inbound, and Agentsubroutines

Applying queue conditions to the Queue activity

The following explains how to
l Associate queue conditions to a queue, queue group, or variable
l Associate queue conditions to a variable
l Edit and delete queue conditions
l Import and export queue conditions
l Group queue conditions
NOTE:
l The actions that IVR Routing takes when queue conditions are met are determined by
activities you insert into the Drop Activities Here section of the Workflows Canvas for that
Queue condition.
l The workflow evaluates Queue conditions from left to right. For information on how to change
the order of Queue conditions, see "Changing the order in which branches are evaluated" on
page 270.

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To associate queue conditions to a queue or queue group

1. Right-click the Queue activity and select Add.
2. Type a Name for the queue condition and, after Queue, click the ... button.
3. Select either Queue or Queue Group, select the queue or queue group; and click OK.
NOTE:For information on how queue groups use queue real-time statistics, see "Real-time
queue conditions and queue groups" on page 312.
4. Click Add and, from the second column, select a real-time statistic from the drop-down list.
NOTE: Expected Wait Time requires at least one call waiting in queue for IVR Routing to
calculate an Expected Wait Time value.
5. In the third column, select an operator from the drop-down list. Options vary according to the
variable chosen.
6. Click the fourth column and select either Value, Queue Stats, or Variable.
7. For Value, type in a numeric value or enable the check box for the value.
8. For Queue Stats, select a queue stat from the drop-down list.
9. For Variable, select a variable from the drop-down list.
10. To test the conditions, click Test Parameters, enter a value in the relevant fields and click
Test.
11. Click OK.
12. To add another condition, click Add and repeat steps 4-11.
13. Click OK to create the branch or click Add to add the current branch to the workflow while
leaving the dialog box open to create new branches.
14. Click Save.
To associate queue conditions to a variable
NOTE: Associating queue conditions to a variable requires first inserting and configuring an activity
on the Canvas capable of populating the Queue activitys destination variable.
1. Right-click the Queue activity and select Add.
2. Type a Name for the queue condition and, after Queue, click the ...button.
3. Select the Variable tab, select a variable, and click OK.
Only Numbers, Digits, Queue, and Unspecified variable types are available.
4. Click Add and, from the second column, select a real-time statistic from the drop-down list.
5. In the third column, select an operator from the drop-down list. Options vary according to the
variable chosen.
6. Click the fourth column and select either Value, Queue Stats, or Variable.
7. For Value, type in a numeric value or enable the check box for the value.
8. For Queue Stats, select a queue stat from the drop-down list.
9. For Variable, select a variable from the drop-down list.
10. To test the conditions, click Test Parameters, enter a value in the relevant fields and click
Test.
11. Click OK.

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12. To add another condition, click Add and repeat steps 4-11.
13. Click OK to create the branch or click Add to add the current branch to the workflow while
leaving the dialog box open to create new branches.
14. Click Save.
To edit and delete queue conditions
1. To edit queue conditions, right-click the relevant branch in the Queue activity and select Edit
Condition.
2. To delete a queue condition, select the row for the condition and click Delete.
To import and export queue conditions
1. To import queue conditions, click the Import button and navigate to a *.xaml file, and click
Open.
NOTE:
l Conditions on a single line and separated by a comma will be added to a single branch.
l Conditions on multiple lines and separated by a comma will be added to multiple
branches.
2. To export queue conditions, click the Export button, navigate to a *.xaml file, and click Save.
3. To test the conditions, click Test Parameters, enter a value in the relevant fields and click
Test.
To group conditions being compared
l See "Grouping expressions" on page 271.

Real-time queue conditions and queue groups

IVR Routing supports both queue conditions and queue group conditions. Queue group queue
conditions are defined differently than queue conditions. Between reporting queue groups and virtual
queue groups, however, there are some differences between how the queue conditions stats are
calculated. Table 11 outlines how queue condition statistics are applied to reporting and virtual queue
groups.

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Table 11: Queue Groups Queue Condition statistics definitions

QUEUE
REPORTING QUEUE GROUP VIRTUAL QUEUE GROUP
CONDITION
DEFINITION DEFINITION
STATISTIC

The sum of the available agents in all The number of available agents
Agents Available
member queues found in the first Online queue

The sum of the idle agents in all member The number of idle agents found in
Agents Idle
queues the first Online queue

Agents The sum of the unavailable agents in all The number of unavailable agents
Unavailable member queues found in the first Online queue

Average Time to The sum of the duration of the abandons divided by the sum of the abandons
Abandon from all queues in the group

Average Time to The sum of the answer duration of the calls divided by the sum of the calls
Answer answered from all queues in the group

The sum of Calls Waiting in all queues The sum of the Calls Waiting in all
in the group divided by the sum of queues in the group divided by the
Call Load
Agents Available in all queues in the number of Agents Available in the
group first Online queue

If there are agents available, the

If there are agents available, the Expected Wait Time is the Average
Expected Wait Time is the Average Talk Time for the queues in the
Talk Time for the queues in the group group multiplied by Calls Waiting in
multiplied by Calls Waiting in all Queues all queues in the group, divided by
in the group, divided by all Available the Available Agents in the first
Expected Wait Agents in the group Online queue in the group
Time
If there are no agents available, the If there are no agents available, the
Expected Wait Time is the sum of the Expected Wait Time is the sum of
answer duration of the calls divided by the answer duration of the calls
the sum of the calls answered from all divided by the sum of the calls
queues in the group answered from all queues in the
group

Last Queue
Update The last queue update received from any queue in the queue group
Received

Longest Wait The longest time that a call has been waiting in all of the queues in the queue
Time group

Number of Calls The sum of the number of calls waiting in each member queue of the queue
Waiting group

Path DND Checks if any member of the group is in Do Not Disturb

Service Level The service level of the queue group

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Configuring the Queue Control activity

The Queue Control activity changes the queues state from Do Not Disturb or vice-versa. When a
queue is put into Do Not Disturb with the Queue Control activity, its state will not change due to
business hours. For example, if only one of the IVR Routings queues is experiencing issues, you
can use the Queue Control activity to put that queue into Do Not Disturb.
A queues state can also be changed in Contact Center Client. For more information, see the
MiContact Center User Guide.
The Queue Control activity is available in
l Management Subroutines
To configure the Queue Control activity
1. Select the Queue Control activity.
2. In the Properties pane, after Input variable, click the button.
The Input variable is the variable containing the queues dialable number.
3. Select an input variable and click OK.
4. If you want the queue to be put into Do Not Disturb, select QueueDNDState.
5. If you want the queue to be removed from Do Not Disturb, clear QueueDNDState.
6. Click Save.

Configuring the Record activity

The Record activity enables authorized callers to record a wave file over the phone as opposed to
using a microphone in a computer. For example, a manager can call into IVR Routing from home and
use the Record activity to record a wave file to populate a custom prompt for Play activities. The
Default Management Subroutine that ships with IVR Routing includes a Record activity for this
purpose. You can use the Default Management Subroutine to record prompts for Play activities in
your workflow. The Record activity is also used by callers to record a message to accompany their
callback request in the Default Inbound Voice Callback subroutine. The Record activity increases
the flexibility with which you can create custom prompts for your workflow and respond to after-
hours conditions affecting the call centers operations.
You can configure Record activities with prompts to determine the message authorized callers hear
when they dial the IVR Routing system, and configure recording options for authorized users
phoning into the system. You can also set the options by which an authorized caller reviews,
accepts, or rejects a message they recorded.
The Record activity is available in
l Inbound workflows
l Inbound, Management, UPiQ, and Callback Inbound subroutines

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Configuring Record activities with prompts

By default, the Record activity is automatically assigned an instruction prompt. This prompt can be
changed to another prompt, but the Record activity must have an instruction prompt assigned to it.
Optionally, a confirmation prompt can be assigned to the Record activity to inform callers that their
recording is complete. If no confirmation prompt is assigned to a Record activity, users are directed
to the Save branch.
To change the Record activity's Instruction prompt
1. Select the Record activity and click Properties.
2. To configure recording instructions for authorized callers, after Instructions, click the drop-
down list and select from the following:
l Add a new prompt
l Quick Add Prompt
l Clear prompt
l Select from an existing prompt
3. If you are adding a new prompt, follow the appropriate steps under "Configuring an activitys
prompts" on page 265.
NOTE: Adding a prompt requires you to select a wave file in IVR Routing, which will be added
to the system as a prompt.
4. If you are Quick Adding a prompt, follow the appropriate steps under "Configuring an activitys
prompts" on page 265.
NOTE:Quick Adding a prompt enables you to populate the recording instructions with a wave
file saved on your machine. The prompt is created in IVR Routing and is given the file name.
5. If you are selecting an existing prompt, select the prompt from the list offered to you and click
OK.
6. To remove a prompt from recording instructions, after Instructions, click the drop-down list
and select Clear prompt.
7. Click Save.
To configure a Record activity with a confirmation prompt
1. Select the Record activity and click Properties.
2. To configure recording instructions for authorized callers, after Confirmation Prompt, click
the drop-down list and select from the following:
l Add a new prompt
l Quick Add Prompt
l Clear prompt
l Select from an existing prompt
3. If you are adding a new prompt, follow the appropriate steps under "Configuring an activitys
prompts" on page 265.
NOTE: Adding a prompt requires you to select a wave file in IVR Routing, which will be added
to the system as a prompt.

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4. If you are Quick Adding a prompt, follow the appropriate steps under "Configuring an activitys
prompts" on page 265.
NOTE:Quick Adding a prompt enables you to populate the recording instructions with a wave
file saved on your machine. The prompt is created in IVR Routing and is given the file name.
5. If you are selecting an existing prompt, select the prompt from the list offered to you and click
OK.
6. To remove a prompt from recording instructions, after Confirmation Prompt, click the drop-
down list and select Clear prompt.
7. Click Save.

Clearing prompts from Record activities

The following explains how to remove prompts from Record activities.
To clear a prompt from the Record activity
l Right-click the Record activity and select either Edit Instruction Prompt=>Clear prompt
or Edit Confirmation Prompt=>Clear prompt.

Configuring recording options

You can configure the recording options for authorized users phoning in to the system.
1. Select the Record activity and click Properties.
2. To remove a date and time stamp from the wave file name, deselect the Append Date Time
Stamp check box.
3. After Output Name, type a name for the wave file being recorded.
NOTE: The output name must be a valid file name but may contain variables enclosed
between double angle brackets. For example: <<ANI>>. The text between the angle brackets
will be replaced with the value of the variable currently executing in the workflow.
4. After Recording Timeout (sec), type the number of seconds an authorized caller has to
record a message.
NOTE:This figure determines the amount of time before the Timeout branch is followed.
5. After Termination Digit, from the drop-down list, select a number that an authorized caller
enters to end the recording.
6. Click Save.

Configuring the Save, Discard, and Review branches of the Record

activity
The Record activity contains an embedded menu with three options. After recording a message,
authorized callers are presented with the option of pressing one to save their message, pressing two
to discard and re-record their message, and pressing three to review their message before deciding
to save or discard it.

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You can reconfigure the digit options for the Save and Discard branches, configure options for the
Review branch, and add additional branches to the Record activitys Menu.
NOTE:Go To activities in the Review branch direct authorized callers to the Save or Discard
branches depending on the callers selection. If authorized callers choose Save, they hear a prompt
confirming that their message has been saved. If they choose Discard, they are taken back to the
Record activity.
The following procedures explain how to
l Reconfigure the digit options for the Save and Discard branches
l Configure user options for reviewing messages
l Add branches to the Record activitys Menu
To reconfigure the digit options for the Save and Discard branches
1. In the Record activity, select the branch in the Menu activity.
2. In the Properties pane, after Condition, click the button.
3. Select the existing digit option.
4. Enter the new digit option and click the Add button.
5. Click OK.
NOTE:The Save and Discard branches in the Record activitys Menu are named 1 and 2.
You can change these names using the Properties pane, after selecting the relevant branch.
To configure user options for reviewing messages
1. Select the Menu activity and click Properties.
2. To enable users to enter digits before a prompt completes, select the Barge In check box.
3. After In Between Digit Delay, type the number of seconds a user has between digit entries.
NOTE:Taking longer than this time between digit entries constitutes a timeout and counts
against the systems configured Timeout Attempts.
4. After Invalid Attempts, type the number of times an authorized caller can select an invalid
menu option before the system follows the Failure branch.
NOTE:If users select invalid menu options but do not exceed this number, the system
follows the Invalid branch.
5. After No digit timeout (sec), type the number of seconds a user has to make their first digit
entry.
6. After Timeout Attempts, type the number of times the system can timeout before following
the Failure branch.
7. To change the menu instructions an authorized caller hears, after Instructions, click the drop-
down list and follow the appropriate steps under "Adding prompts to Play activities" on page
303.
NOTE:These instructions are preprogrammed in IVR Routing. You must change these
instructions if you reconfigure digit options or add branches to the Menu.
8. To enable reporting on all branches in this activity, select the Child Reporting Enabled
check box.
9. Click Save.

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Configuring the Redirect activity

The Redirect activity branches workflows based off a redirect value received in a call record and the
number of the device from which the call was redirected. The Redirect activity provides an additional
means of branching workflows so that calls can reach the appropriate queue. You can add branching
conditions to Redirect activities to determine how IVR Routing directs callers through the workflow.
The Redirect activity is available in
l Inbound, Inqueue, and Agent workflows
l Inbound, Management,Callback Inbound, and Agent subroutines
NOTE: Redirects are achieved using the ACD routing systems HCIRedirect or Name Tag hunt
groups.

Adding branching conditions to Redirect activities

To add a branching condition to a Redirect activity
1. Right-click the Redirect activity and select Add condition.
2. To add a Redirect value, at the top of the dialog box, click Add and type the value or range of
values for the Redirect condition.
3. Click the Add icon.
4. To import Redirect conditions in .csv format, click Import and navigate to the file name.
5. To export Redirect conditions, click Export and navigate to the file name.
NOTE:
l Conditions on a single line and separated by a comma will be added to a single branch.
l Conditions on multiple lines and separated by a comma will be added to multiple
branches.
6. To add more Redirect conditions, at the top of the dialog box, click Add.
7. If you want all Redirect conditions in the same branch, clear the Add each row in a separate
branch check box.
By default, separate branches are added for each condition.
8. To enable reporting for the branch, select the Enable reporting for this Branch check box.
9. To test the Redirect conditions, under Utilities, enter a value or range of values.
If the test is successful, 'Pass' displays.
If the test is unsuccessful, 'Fail' displays.
10. Click OK to create the branch, or click Add to add the current branch to the workflow while
leaving the dialog box open to create new branches.
11. Click Save.

Configuring the Retrieve Callback activity

The Retrieve callback activity enables a workflow to retrieve the next available callback request
from the SQL database for use in the current workflow. The Retrieve Callback activity prioritizes
callback requests by time, whether the request is new or if it was requeued. To route down the
Success branch, there must be an active callback request in the SQL database. To see how the
Retrieve Callback activity functions within a workflow, see "Default Outbound Callback workflow"
on page 340.

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The Retrieve Callback activity requires no configuration. You can optionally provide the activity with
a name and system name.
The Retrieve Callback activity is available in
l Outbound workflows
l Outbound subroutines

Configuring the Rules activity

The Rules activity enables workflows to be branched according to multiple conditions, or routing
rules, nested within a single activity. When an incoming call enters a workflow and encounters a
Rules activity, the call is evaluated against the activitys preconfigured routing rules. Calls will be
directed through the workflow based on whether the call meets the activitys routing rules. If a call
meets the activitys routing rules, it is routed to the Success branch and the activity will populate
variables for the call based on pre-configured options in the rule. These variable values will determine
the queue to which the call is directed. For example, you can assign a rule to a Rules activity that
specifies the hours of operation and the ANI condition for a French-language queue. If a call enters
IVR Routing and matches the ANI of a French-speaking region during the French queues hours of
operation, that call will have an ANI variable populated with the French area code and will be routed
to the appropriate branch. You can assign and edit rules for Rules activities to determine how IVR
Routing directs callers through the workflow.
The Rules activity is available in
l Inbound, Outbound, RAD,Inqueue, and Agent workflows
l Inbound, Outbound, RAD, Management,UPiQ,Callback Inbound, and Agentsubroutines
NOTE:
l Before creating a Success branch, configure a rule that will contain the conditions for a
successful match. For information on rules and configuring rules, see "Configuring rules" on
page 246.
l If the call is evaluated against multiple routing rules, first routing rule to be matched will set the
variable values.

Adding and editing rules for Rules activities

To assign a rule to a Rules activity
1. Right-click the Rules activity and select Configure....
2. From the Available members pane, select the rule to assign to the Rule activity and click the
> button.
3. Click OK.
NOTE:
l Rules are evaluated in the order they appear in the selected list. IVR Routing will
evaluate all rules in order to find a match. By default, it will not stop at the first match.
l You can only configure one Success branch per Rules activity.
4. To edit a rule assigned to a Rules activity, right-click the activity and select Configure....
5. Change the rule assigned to the branch.
6. Click OK.
7. To stop evaluating rules at the first match, select Stop at First Match.

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8. To enable reporting for this branch, in the Properties pane, select the Child Reporting
Enabled check box.
9. Click OK.
10. Click Save.

Configuring the Save Agent Greeting activity

The Save Agent Greeting activity instructs IVR Routing to save a recording as an agent greeting for
a specific queue, or as a default greeting if not assigned to a specific queue.
The Save Agent Greeting activity only appears in the outbound Record Agent Greeting workflow.
See "Default Record Agent Greeting Workflow" on page 58 for more information.

Configuring the Save Callback activity

The Save Callback activity saves a callback request to the SQL database. This activity can be used
to both save the information collected in the callback variables as a new callback request or save an
existing callback request back to the SQL database with a reason of completed or requeued. The
Global Callback monitor in Contact Center Client informs the supervisor which callback requests
were saved and why.
Following are the reasons associated to saving callback requests and their expected behavior:
l New Requestcollects the information from the callback variables and throughout the
workflow and compiles it as a callback request with the type specified
l In Progresssaves the callback request to the SQL database with an update on its
progress, but does not remove it from the workflow.
l Completedsaves the callback request to the SQL database with the indicated reason and
prevents it from being retrieved and offered to the queues and agents again.
l Requeuedsaves the callback request back to the SQL database to be retrieved later. The
callback handling count is modified based on the reason for requeue. In outbound callback
subroutine workflows, callback requests may no longer be offered if they have been requeued
a specified number of times without being completed. If there is a customer-based reason for
the requeue (no answer, customer hang up, etc.), the handling count is increased. If the
reason for requeue is due to an agent or other factor outside a clients control, then the
handling count is not modified.
The Save Callback activity has a Success and Pending branch. The activity routes down Pending
when network issues prevent the callback from being submitted. When the network issues are
resolved, the callback will be saved.
NOTE: Using a Save Callback activity in a workflow that routes callback requests enables the SQL
records for callback requests to be updated when they leave the workflow. Otherwise, IVR Routing
will treat the callback request as a callback request with the highest priority, potentially creating a
loop.
For an example of how the Save Callback activity functions within a workflow, see "Default
Outbound Callback subroutines" on page 340.
The Save Callback activity is available in
l Inbound, Outbound, RAD, Inqueue, and Agent workflows
l Inbound, Outbound, RAD, UPiQ, Management, Callback Inbound, and Agent, subroutines

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To set the Save Callback request reason

1. Select the Save Callback activity.
2. Select a Request Reason from the drop-down menu.
3. Click Save.

Configuring the Schedule activity

The Schedule activity branches workflows based on date and time conditions, enabling a workflow
to respond to a business hours of operation.
For example, you can use the Schedule activity to route customers calling after hours to an after-
hours voicemail and menu. The Schedule activity reduces workflow clutter by providing 'Open' and
'Closed' branching conditions within a single workflow.
NOTE: The Schedule activity applies schedules based on the local time of the IVR Routing server. If
the IVR Routing server is located remotely in a different time zone than the contact center to which it
is routing calls, the schedules for the Schedule activity should include offset time to compensate for
time zone differences.
The Schedule activity is available to
l Inbound, Outbound, RAD,and Inqueue workflows
l Inbound, Outbound, RAD,UPiQ,and Callback Inbound subroutines

Adding and modifying business hour Schedule conditions

The business hour schedule conditions determine when IVR Routing executes business hours
workflows and after hours workflows. These include the default Monday to Friday, 9:00 AM to 5:00
PM schedule and the default 24/7 schedule, as well as other user-created schedules. You can add
these default Schedule conditions as is, or modify them to suit your contact centers hours of
operation.
To add a Business Hour Schedule condition
1. Right-click the Schedule activity and select Add a schedule condition.
2. Type the Name of the schedule condition.
3. Click Add and select Schedule from the second drop-down list.
4. From the third drop-down list, select a schedule.
5. Click OK.
6. To test the conditions, under Testing, select a date and time and click Test.
Pass or Fail displays, indicating whether the test was successful.
7. To enable reporting, select the Enable Reporting check box.
8. Click OK to create the branch, or click Add to add the current branch to the workflow while
leaving the dialog box open to create new branches.
9. To edit schedule conditions, on the Workflows Canvas, right-click a branch and select Edit.
10. Click Save.

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To modify a Business Hour Schedule condition

1. Select YourSite=>Schedules and select the default schedule you wish to modify.
2. Type a new Name for the schedule. For example, Monday to Friday 8:00 AM to 6:00 PM.
3. After Schedule exclusion list, click the Browse button.
4. Select a schedule exclusion list to apply to the schedule and click OK.
NOTE:The Schedule exclusion list specifies days to be omitted from the schedule. To create
a schedule exclusion list, or to edit an existing schedule exclusion list, see "Managing
schedule exclusion lists" on page 130.
5. After Start time, type the business day start time for each day of the week.
6. After End time, type the business day end time for each day of the week.
7. After Disable for day, select the check box for each day your business is closed.
8. Click Save.

Adding and modifying time and day of the week conditions for Schedule
activities
Adding time and day of week conditions to a Schedule activity specifies when calls are routed to
queues based on a call centers business hours.
To add or modify a time and day of the week condition for a Schedule activity
1. Right-click the Schedule activity and select Add a schedule condition.
The Schedule Dialog box opens.
2. After Name, type the name of the schedule condition.
3. At the top of the dialog box, click Add and select Time from the second drop-down list.
4. Using the third drop-down list, type your contact centers Start time (hh/mm/ss) and End
Time (hh/mm/ss) and click OK.
5. To add more time conditions follow steps 3-4.
6. To add a day of the week condition, at the top of the dialog box, click Add and select DOW
from the first drop-down list.
7. Under <Value>, specify the days of the week your contact center is open by selecting the
checkboxes for those days, and click OK.
8. To add more Day of the Week conditions follow steps 6-7.
9. To import schedule conditions, click the Import button and navigate to a *.csv file.
10. To export schedule conditions, click the Export button and navigate to a *.csv file.
NOTE:
l Conditions on a single line and separated by a comma are added to a single branch.
l Conditions on multiple lines and separated by a comma are added to multiple branches.
11. To test the conditions, under Utilities, enter time and date information and click Test.
If the test is successful, 'Pass' displays beside the Test button.
If the test is not successful, 'Fail' displays beside the Test button.
12. To enable reporting, select the Enable reporting check box.
13. To delete a schedule condition, from the drop-down list to the left of the condition, select
Delete.

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14. Click OK to create the branch or click Add to add the current branch to the workflow while
leaving the dialog box open to create new branches.
15. To edit schedule conditions, on the Workflows Canvas, right-click the branch and select Edit
Schedule condition.
16. Click Save.

Adding and modifying date or holiday conditions for Schedule activities

Adding date and holiday conditions to a Schedule activity specifies when calls are routed to a branch
designed to handle calls when the contact center is closed. Use date conditions to specify
exceptional days your contact center is closed. Add holiday conditions to specify Holiday closures.
To add and modify a date or holiday condition for a Schedule activity
1. Right-click the Schedule activity and select Add a schedule condition.
The Schedule Condition Designer opens.
2. After Name, type the name of the schedule condition.
3. At the top of the dialog box, click Add and select Date from the first drop-down list.
4. Using the second drop-down list, specify the date the contact center is closed and click OK.
If your contact center is regularly closed on this date, select the Reoccur every year check
box.
5. To add more dates the contact center is closed, follow steps 3-4.
6. To add a holiday condition, click the Add button and select Holiday from the first drop-down
list.
7. After <Select a holiday>, select the check box beside the holiday and click OK.
8. To add more holidays follow steps 6-7.
9. To import schedule conditions, click the Import button and navigate to a *.csv file.
10. To export schedule conditions, click the Export button and navigate to a *.csv file.
NOTE:
l Conditions on a single line and separated by a comma will be added to a single branch.
l Conditions on multiple lines and separated by a comma will be added to multiple
branches.
11. To test the conditions, under Utilities, enter the dates and click Test.
If the test is successful, 'Pass' displays beside the Test button.
If the test is not successful, 'Fail' displays beside the Test button.
12. To enable reporting, select the Enable reporting check box.
13. To delete a schedule condition, from the drop-down list to the left of the condition select
Delete.
14. Click OK to create the branch or click Add to add the current branch to the workflow while
leaving the dialog box open to create new branches.
15. To edit schedule conditions, right-click the branch and select Edit Schedule.
16. Click Save.

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Importing and exporting Schedule conditions

The following explains how to import and export Schedule conditions from *.csv files
To import and export Schedule conditions
1. Right-click the Schedule activity and select Add a schedule condition.
2. Type a Name for the schedule condition.
3. To import schedule conditions, click the Import button, navigate to a *.csv file, and click
Open.
4. To export schedule conditions, click the Export button, navigate to a *.csv file, and click Save.
NOTE:
l Conditions on a single line and separated by a comma are added to a single branch.
l Conditions on multiple lines and separated by a comma are added to multiple branches.
5. To test the conditions, under Testing, select a date and time and click Test.
6. Click OK to create the branch, or click Add to add the current branch to the workflow while
leaving the dialog box open to create new branches.
7. Click Save.

Grouping schedule conditions in Schedule activities

You can group conditions in Schedule activities using the 'Group AND' or 'Group OR' buttons in the
Schedule Condition Designer. Grouping conditions by 'Group AND' means that every queue
condition specified must be met to route the call to the Success branch. Grouping conditions by
'Group OR' means that only one of the queue conditions specified must be met to route the call to the
Success branch.
NOTE:
l The 'Group AND' and 'Group OR' buttons will be disabled unless you have at least two
conditions to group.
l 'Group AND' is the default grouping for the Schedule activity.
To group Schedule conditions
l See "Grouping expressions" on page 271.

Configuring the Set Device Mode of Operation activity

The Set Device Mode of Operation activity changes the mode of operation for a specific device from
Normal to Emergency or vice-versa. These devices include
l Hunt Groups
l Extensions
For example, if only one extension is experiencing emergency conditions, you can use the Set
Device Mode of Operation to put that port into Emergency mode without affecting the entire
systems operations.
The Set Device Mode of Operations activity is available in
l Management subroutines

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Configuring properties for Set Device Mode of Operation activities

To configure the properties for a Set Device Mode of Operation activity
1. Select the Set Device Mode of Operation activity.
2. In the Properties pane, after Device Type, select a device type from the drop-down list.
NOTE:
l Device type refers to the type of device checked when searching a dialable number.
l Dialable number refers to the digit or series of digits a caller dials to reach an agent at an
extension.
3. To set the variable containing the device dialable number, after Input Variable, click the
button.
The Select a variable dialog box opens.
4. Select an input variable and click OK.
5. After Mode of operation, select either Normal or Emergency from the drop-down list.
6. To enable reporting on the activity or a branch, select the activity or branch and select the
Child Reporting Enabled or Reportable check box.
7. Click Save.

Configuring the Set System Mode of Operation activity

The Set System Mode of Operation activity changes the mode of operation for IVR Routing from
Normal to Emergency and vice-versa. For example, if the contact center is closed due to weather
you can use the Set System Mode of Operation Activity to change IVR Routing to Emergency mode
and route all workflows in accordance with an emergency plan.
The Set System Mode of Operation activity is available in
l Management subroutines

Configuring properties for Set System Mode of Operation activities

To configure properties for a Set System Mode of Operation activity
1. Select the Set System Mode of Operation activity.
2. In the Properties pane, after Mode of Operation, select either Normal or Emergency from
the drop-down list.
3. To enable reporting on the activity or a branch, select the activity or branch and select the
Child Reporting Enabled or Reportable check box.
4. Click Save.

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Configuring the Set Variables activity

The Set Variables activity enables IVR Routing to take values generated within a workflow or static,
predefined values and use them to populate variables for use later in the same workflow. For
example, you can use the Set Variables activity to populate a variable with a callers choice of
service language. IVR Routing can use this information later in the workflow to direct callers to a
queue with service in the appropriate language. You can determine the variables to be populated in
Set Variables activities.
For security and privacy reasons, variables that use any masking cannot be used with the Set
Variables activity.
The Set Variables activity is available in
l Inbound, Outbound, RAD, and Inqueue workflows
l Inbound, Outbound, RAD, Management, UPiQ, and Callback Inbound subroutines

Populating the Set Variables activity with workflow data

The following explains how to retrieve workflow data and use it to populate Set Variables activities
To populate the Set Variables activity with workflow data
1. Right-click the Set Variables activity and select Edit Variable Settings.
2. Type a Name for the activity and click Add.
3. Select a variable from the drop-down list and click OK.
To see a list of IVR Routing variables and their descriptions, go to 'IVR Routing=>Variables'.
4. In the third column, either type a Value, an expression in Advanced Text, or select Variable
and select a variable from the drop-down list. If selecting a value, note that options vary
according to the variable selected. Advanced Text is only available with certain variables.
5. To add a variable row, click Add. To delete a variable row, select the row and click Delete.
6. Click OK.
7. Click Save.

Configuring the SMS activity

If you are licensed for Multimedia Contact Center and have an SMS media server, you can send
SMS contacts with the SMS activity. For more information, see the Multimedia Contact Center
Installation and Deployment Guide.
The SMSactivity is available in
l Inbound, Outbound, RAD, Inqueue, and Agent workflows.
l Inbound, Outbound, RAD, Management, UPiQ, and Callback Inbound subroutines

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Configuring the Subroutine activity

The Subroutine activity represents a set of workflow steps that can be inserted at any point in a
workflow or in multiple workflows. Editing the subroutine changes all instances of that subroutine in
workflows, enabling you to edit multiple workflows using a single point of configuration. The
Subroutine activity is an efficient means of replicating and configuring workflow segments. For
information on subroutines, see "Building subroutines" on page 234.
You can assign IVR Routings default Management or Callback subroutines to the activity, or build a
subroutine to assign to the activity.
The Subroutine activity is available in
l Inbound, Outbound, RAD, Inqueue, and Agent workflow
l Inbound, Outbound, RAD, Management, UPiQ, and Callback Inbound subroutines

Assigning subroutines and variables to Subroutine activities

IVR Routing provides default Management andUPiQ subroutines. To build other subroutines see
"Building subroutines" on page 234.
The following section explains how to
l Assign subroutines to the Subroutine activity
l Assign variables to the Subroutine activity
l Expand subroutines in workflows
To assign a subroutine to a Subroutine activity
1. Right-click the Subroutine activity and click Assign
2. Click the Subroutines tab, select a subroutine to assign and clickOK.
3. Click Save.
To assign a variable to the Subroutine activity
NOTE:Assigning a variable to the Subroutine activity requires first inserting and configuring an
activity on the Canvas capable of populating the variable.
1. Right-click the Subroutine activity and click Assign
2. Click the Variable tab, select a variable to assign and click OK.
To see a list of IVR Routing variables and their descriptions, go to 'IVR Routing=>Variables'.
3. Click Save.
To expand a subroutine in a workflow
l Right-click the Subroutine activity and click Open...

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Configuring parent workflow destinations for subroutine Go To activities

If a Go To activity is placed in a subroutine, it can route contacts to the parent workflow to which the
subroutine is assigned by setting its destination as Go To Parent Workflow. A target destination
must be set on the Subroutine activity to set where the contacts are routed to in the Parent workflow.
To configure a parent workflow destination for a subroutine Go To activity
1. In the parent workflow, select the Subroutine activity.
2. In the Properties, after Target Activity select the activity to which the subroutine Go To
activity returns contacts from the drop-down list.
3. Click Save.

Configuring the Swap Prompt activity

The Swap Prompt activity enables you to swap the contents of one prompt with the contents of
another prompt in IVR Routing. For example, if an emergency greeting informs customers that the
contact center is closed due to bad weather, in the event of an earthquake you can use Swap Prompt
to change the contents of the emergency greeting. The Swap Prompt activity enables you to provide
specialized prompts within a single workflow without inserting additional activities. You can set the
prompts to be exchanged in Swap Prompt activities from existing prompts in IVR Routing or from
prompts that you create.
The Swap Prompt activity is available in
l Management subroutines
NOTE: If you have switched the contents of one prompt with another, you may eventually need to
switch the contents of prompts back again.

Setting prompts to be exchanged in Swap Prompt activities

To set the prompts to be exchanged in a Swap Prompt activity
1. Select the Swap Prompt activity.
2. After Source Prompt, click the button and follow the applicable steps under "Configuring
an activitys prompts" on page 265.
NOTE: The source prompt is the prompt that will be used to replace the target prompt.
3. After Target prompt, click the button and follow the applicable steps under "Configuring an
activitys prompts" on page 265.
NOTE: The target prompt is the prompt that will be swapped with the source prompt.
4. Click Save.

Configuring the Transfer activity

The Transfer activity transfers a caller to a specified destination, enabling you to send callers to a
queue, queue group, variable, or other specified destination. For example, you can use a Transfer
activity to route calls across queues.

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Transfers can be blind or supervised. Both types of transfer place the caller on hold and transfer the
call to the activitys destination. Blind transfers are considered completed when the destination
begins ringing, while supervised transfers are considered completed when the destination answers.
Callers cannot hear the phone ringing during the transfer unless the transfer time exceeds the
timeout.
The Transfer activity contains three branches, which determine how the call is handled in the
workflow after the attempted transfer. The three branches are:
l SuccessThis branch determines how the workflow handles the call after the caller is
transferred to the transfer destination. By default, the Success branch contains a Hang Up
activity. A call routed through the Success branch is separated from the caller, who starts a
new call at the transfer destination. The Hang Up activity ends the call remaining in the current
workflow and clears the port for a new call.
NOTE: Removing the Hang Up activity from the Success branch is not recommended as it
may result in unnecessary port use.
l AbandonThis branch determines how the workflow handles the call when the original caller
hangs up before a supervised transfer is completed. By default, the Abandon branch contains
a Hang Up activity. A call routed through the Abandon branch is separated from the caller,
who abandoned it when they hung up. The Hang Up activity ends the call remaining in the
current workflow and clears the port for a new call.
NOTE: Removing the Hang Up activity from the Abandon branch is not recommended as it
may result in unnecessary port use.
l FailureThis branch determines how the workflow handles the call when the Transfer
activity fails to connect to the destination. By default, the Failure branch contains a Hang Up
activity. A call routed through the Failure branch is not separated from its caller and may
continue in the workflow. By default, this branch contains a Hang Up activity that ends the call
in the current workflow and clears the port for a new call.
You can configure the options for how and where a call is transferred, and add new devices to
Transfer activities.
The Transfer activity is available in
l Inbound, Outbound, and Inqueue workflows
l Inbound, Outbound, Management, and Callback Inbound subroutines

Configuring options and adding devices to Transfer activities

The following procedures tell you how to:
l Set a destination
l Set a dialable number as the destination
l Add a new device as the destination
l Set the dialing properties
l Set the reporting and timeout options

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To set a destination
1. Select the Transfer activity.
2. In the Properties pane, after Destination, click ....
3. Select a destination from one of the following tabs and click OK.
l Extension
l Queue
NOTE: Ring Groups can be set as destinations, but the workflows port must be
located on the same media server as the Ring Groups.
l Queue Group
NOTE: When transferring to a virtual queue group, the Transfer activity will route to the
first queue on the same media server as the IVR port. If the status of this queue is
Offline, it will route to the next local queue configured in the queue group. If all local
queues are Offline, it will route to the first remote queue. Queues in Do Not Disturb are
considered Online.
l Variable
4. Click Save.
To set a dialable number as the destination
1. Select the Transfer activity.
2. In the Properties pane, after Destination, type the dialable number.
A dialable number cannot include punctuation marks.
3. Click Save.
To add a new device as the destination
1. Select the Transfer activity.
2. In the Properties pane, after Destination, click ....
3. Click Add.
4. Select one of the following from the drop-down list:
l Extension
l Queue
l Queue group
l Variable
5. In the Extension, Queue, Queue Group, or Variable tab, at the top of the dialog box, click
Add.
6. To add a new extension, see "Configuring extension port options for IVR Routing" on page
212.

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7. To add a new queue, in the Queue pane, follow the steps under "Adding queues" on page 100.
NOTE:
l A new Ring Group can be used as a destination, but only if the workflows port is on the
same media server as the Ring Group.
l To configure a new queue for web callbacks, see "Enabling web callbacks" on page
239.
l To configure a new queue for abandon callbacks, see "Enabling abandon callbacks" on
page 237.
l To associate a queue to an UPiQ workflow, see "Configuring Inqueue routing" on page
217. For information on setting up UPiQ workflows, see "Default Inqueue UPiQ
workflow and subroutine" on page 336.
8. To add a new queue group, follow the corresponding steps in "Adding queue groups" on page
114.
9. To add a new variable, follow the corresponding steps in "Adding variables" on page 253.
10. Click Save.
To set the dialing properties
1. Select the Transfer activity.
2. In the Properties pane, after Transfer Type, to instruct the activity to hold calls transferred to
busy lines, in the Properties pane, select the Camp On Busy check box.
3. To append outbound calls with a prefix digit, select the External Transfer check box.
The prefix digits appended to external transfers are defined on the media server.
4. Select Blind or Supervised from the drop-down list.
5. Click Save.
To configure the reporting and timeout options
1. Select the Transfer activity.
2. To enable reporting, select the Child Reporting Enabled check box.
3. To set the duration that a call is put on hold during a transfer, after Timeout Duration, enter
the time allotted for the transfer.
4. Click Save.

Configuring the Variable Compare activity

The Variable Compare activity routes calls through workflow branches by comparing information,
stored in either custom or system variables, against specified conditions.
For example, you can use Variable Compare to create a priority branch for customers with Gold
membership. The Variable Compare activity compares a variable for Gold membership against a
customers actual membership level. If the customers membership information compares positively
against the criteria for the Gold branch then the caller is routed to the priority branch. Customers
whose membership information does not match the criteria for the Gold branch are routed to the No
Match branch.

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You can apply branching conditions to Variable Compare activities, and you can group variable
conditions to determine how IVR Routing directs callers through the workflow.
The Variable Compare activity is available in
l Inbound, Outbound, RAD, Inqueue, and Agent workflows
l Inbound, Outbound, RAD, Management, UPiQ, Callback Inbound, and Agent subroutines

Applying branching conditions to Variable Compare activities

The following procedures explain how to
l Add conditions to be compared against workflow data
l Edit conditions being compared
l Delete conditions being compared
To add a condition to be compared against workflow data
1. Right-click the Variable Compare activity and select Add Variable Compare condition.
2. Type a Name for the condition and click Add.
3. Select a variable from the drop-down list and click OK.
To see a list of IVR Routing variables and their descriptions, go to 'IVR Routing=>Variables'.
4. Select an operator from the second drop-down list. Options vary according to the variable
chosen.
5. In the third column, type or select a value for the variable. If selecting a value, note that
options vary according to the variable selected.
NOTE: " means 'No Value'.
6. Click OK to create the branch or click Add to add the current branch to the workflow while
leaving the dialog box open to create new branches.
7. Click Save.
To edit a Variable Compare condition
1. Right-click the conditions branch and select Edit.
2. Edit the condition, and click OK to create the branch or click Add to add the current branch to
the workflow while leaving the dialog box open to create new branches.
3. Click Save.
To delete a Variable Compare condition
l Right-click the condition's branch and select Delete.

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Grouping variable compare conditions

You can group variables to be compared in the Variable Compare activity using the 'Group AND' or
'Group OR' buttons in the Variable Compare Condition Designer. Grouping variables by Group AND
means that every variable condition specified must be met to route the call to the Success branch.
Grouping variables by Group OR means that only one of the variable conditions specified must be
met to route the call to the Success branch.
NOTE:
l The 'Group AND' and 'Group OR' buttons will be disabled unless you have at least two
conditions to group.
l Group AND is the default grouping for the Variable Compare activity.
To group variable compare conditions
l See "Grouping expressions" on page 271.

PASSING AGENTS CALL INFORMATION IN SCREEN POPS

Screen pops pass call information to agents. When the system routes a call, information can be
passed to agents as follows:
You can configure Contact Center Screen Pop. Contact Center Screen Pop is applied uniformly
across queues, providing all agents the same type of call information. For more information, see
"Configuring Contact Center Screen Pop" on page 154.
You can configure screen pops within an Inqueue workflow, programmed on a queue-by-queue
basis. See "Populating screen pops with workflow variables" on page 333.
NOTE:
l Contact Center Screen Pop is hidden unless you are licensed for it.
l If Contact Center Screen Pop and screen pops configured via Inqueue workflows are both
active, the workflow screen pop overrides Contact Center Screen Pop.

Populating screen pops with workflow variables

When a call is processed through a workflow, you can populate URLs or executable files with
variables detected for the call. These URL and executable files, and the variable information they
contain, can be passed to agents in the form of a screen pop.
Screen pops display when a contact is ringing on the agents extension. Variables available to the
workflows media type, which also contain the Send to Agents desktop check box, can populate a
screen pop with information. Populating URLs and executable files with workflow variables enables
you to customize screen pops on a queue-by-queue basis.
For example, you can configure a workflow to query a database and retrieve a customers name and
account number. When the call rings on an agents extension, a screen pop opens a web page
delivering the customer information to the agent. The agent is immediately able to provide
personalized, informed service.
Administrators must provide webcodes and servers for URLs and the executable codes behind
executable files. URLs must include 'http://' in the URLstring.

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Executable files may prompt a Windows security warning before popping. Administrators may
disable this security setting in Internet Explorer. For more information, consult Microsoft
documentation.
NOTE:
l Agents using Ignite (WEB) may need to disable pop-up blockers for the Ignite URL in order for
screen pops to display.
l Ignite (WEB) supports URL screen pops only. Executable file screen pops are not supported.
l If Contact Center Screen Pop and screen pops populated with workflow variables are both
active, the workflow variable screen pop overrides Contact Center Screen Pop.
To populate a screen pop with a workflow variable
1. Click IVR Routing=>Variables, and select the ScreenPopOnRinging variable.
2. Select Send to agent desktop.
3. In an Inbound workflow, place a Set Variables activity on the Workflows Canvas.
NOTE:We recommend placing the Set Variables activity quite close to the activity offering
the call to an agents extension. This helps prevent the screen pops value from being
overwritten by another variable query.
4. Right-click the Set Variables activity and select Edit Variable Settings.
5. Click Add and, from the <Select a variable> drop-down list, select ScreenPopOnRinging.
6. Click <Value> and, in the Value tab, enter a URL string or the path to an executable file.
NOTE:The paths to executable files must be accessible to any clients who require its use.
For example, administrators can place the file on a network share.
7. To populate a web page screen pop with variable information, insert the variables name
between double angle brackets where applicable in the URL string.
For example, <<DNIS>>.
8. Click OK to close the variable dialog box and click OK to return to the workflow.
9. Click Save.

IVR ROUTING DEFAULT WORKFLOWS AND

SUBROUTINES
There are a number of default workflows and subroutines included in the IVRRouting installation.
The workflows and subroutines are based on common scenarios and demonstrate IVR Routings
enhanced functionality. They can be configured according to your business needs.
IVR Routing includes the following default workflows
l Default UPiQ Inqueue workflow
l Includes default UPiQ subroutine
l Default Management subroutine
l Default Callback Outbound workflow
Includes the following subroutines
l Default Outbound Abandon Callback subroutine
l Default Outbound Voice Callback subroutine
l Default Outbound Web Callback subroutine

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In addition, IVR Routing includes the following defaultCallback Inbound subroutine:

l Default Inbound Voice Callback subroutine
The following sections summarize the default workflows and subroutines and explain how they
operate. For ease of understanding, we also recommend you expand the entire workflow and all
annotations.
To expand the workflow
l Click the Expand All button
To expand all annotations
l Right-click the workflow and select Annotations...=>Show All.

CHANGES TO CALLBACKS AND UPIQ

Version 7.0 introduced important changes to how callbacks and UPiQ are configured.
Prior to Version 7.0, callbacks and UPiQ were configured directly on the queue. Callbacks were
configured via callback plans, and UPiQ was configured by selecting from a set of predetermined
options. In Version 7.0 and greater, callbacks and UPiQ are configured using default workflows and
subroutines included with IVR Routing. These default workflows and subroutines replicate the
functionality of callbacks and UPiQ prior to Version 7.0 while enabling you to configure and
customize the callback and UPiQ processes. This new configuration ensures that callbacks and
UPiQ can be as simple or sophisticated as you require.
Upgrading to MiContact Center Version 7.1 seamlessly migrates your existing Callback and UPiQ
configuration from the Version 6.x configuration options into Version 7.1 workflows. This includes
custom .wav files and any changes to the default options. For more information on how Callback and
UPiQ function in workflows, see "Default Callback workflow and subroutines" on page 339, and
"Default Inqueue UPiQ workflow and subroutine" on page 336.
Note that the Callback Outbound workflow is now enabled or disabled by selecting the Always run
check box on the Workflows pane.
NOTE:Callback ports have been deprecated and are converted to Outbound ports during the
migration process.

CUSTOMIZING THE DEFAULT WORKFLOWS AND

SUBROUTINES
If you want to create your own versions of IVR Routings default workflows, we recommend you do
so by reconfiguring the default workflows. For more information, see "Copying workflows" on page
225 and "Cutting, pasting, and copying workflow items" on page 225.
Some default workflows require additional configuration to get them up and running for your
business. For information on configuring the workflow activities to suit your contact center, follow
the cross-references located throughout each summary.

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The following requirements are shared among default workflows. You must
l Validate the workflow and activity configuration and correct any errors detected. See
"Troubleshooting workflow configuration with the Validation button" on page 269.
l Associate Inbound workflows to an extension or hunt group, and associate Outbound
workflows to an extension. See "Associating workflows to devices" on page 228.
l Associate Inqueue workflows to at least one queue. See "Associating workflows to devices"
on page 228.

DEFAULT INQUEUE UPiQ WORKFLOW AND SUBROUTINE

This workflow instructs IVR Routing to obtain callers position in queue and executes a subroutine to
play callers different UPiQ messages based on their position. Previously, UPiQ was turned on or off
on a queue-by-queue basis and contained pre-programmed options from which to choose. UPiQ is
now comprised of a configurable subroutine referenced within a dedicated Inqueue workflow. You
can use the subroutine to choose how many customers on hold are updated, the frequency with
which they are updated, and the specific messages they hear based on their queue position. You can
assign the workflow to any Voice queue in your enterprise. This UPiQ Inqueue workflow enables you
to create a customized, dynamic UPiQ experience for customers waiting in queue, helping you to
meet your service level objectives by reducing abandoned calls.
Expected Wait Time announcements are not included in the Default UPiQ subroutine, but can be
added to the Default UPiQ subroutine. For more information, see "Playing Expected Wait Time
announcements" on page 219.
To further illustrate the workflows activities and their operations, we recommend you expand the
entire workflow and all annotations.
To expand the workflow
l Click the Expand All button.
To expand all annotations
l Right-click the workflow and select Annotations=>Show All.
Description
The first step in this workflow is a Delay activity. The Delay activity determines the time until callers
in queue hear the first UPiQ message. By default, the Delay activity is set to 10 seconds. To
reconfigure this time, see "Configuring the Delay activity" on page 283.
Next in the workflow is a Variable Compare activity, in this example named Check Customer
Position. This activity determines the range of positions hearing UPiQ messages and compares it to
a callers actual position in queue and expected wait time. If a caller is in position one through eight,
and if their expected wait time is less than the last expected wait time reported, the 'Customers to
update' branch is followed. To reconfigure the criteria determining whether callers hear UPiQ
messages, edit the Variable Compare activity. See "Configuring the Variable Compare activity" on
page 331.
NOTE:Any additional position you configure in the Variable Compare activity must have a branch
associated to it in the UPiQ subroutines Variable Compare activity (see below).

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If callers do not meet this criteria, the No Match branch is followed and the system is continuously
prompted to recheck queue positions against the UPiQ criteria. This enables callers moving into the
range of UPiQ positions to hear their updated position. The frequency with which the system
rechecks positions and estimated wait time is determined by a second Delay activity (see below). A
Go To activity loops back to the Variable Compare activity to begin the process again (see below).
For callers within the range of UPiQ positions, a Connect to Caller activity, embedded within the
Variable Compare activity and labeled Default UPiQ in this example, prompts the UPiQ port to
engage callers and executes the subroutine determining the messages different positions hear (see
below).
If the Connect to Caller activity cannot find an available UPiQ port, the No Port Available branch is
followed. If the Connect to Caller action fails, the Failure branch is followed. In each case, after an
initial delay determined by the Delay activity (see below), a Go To activity loops back to the Variable
Compare activity to begin the process again. A Set Variables activity, in this example named
Update Last Position and Wait time reported, is configured so callers whose position has not
changed do not hear their position read to them repeatedly. If you delete the Variable Compare
activity, delete this activity also.
The subroutine contains activities enabling you to customize the experience of a caller waiting in
queue.
To see the subroutine, go to IVR Routing=>Subroutines=>Default UPiQ.
The first step in the subroutine is an Answer activity. The Answer activity tells the UPiQ port to
answer the call. The next step in the subroutine is a Language activity, which enables the prompt
language to change, based on options previously selected by the customer. To change this language
from English, see "Configuring the Language Activity" on page 295. If the system language will
remain English only, you can delete this activity.
Next is a Set Variables activity, configured to determine if the estimated wait time a caller hears
should be rounded to the nearest minute. The default setting for this variable is False, meaning that
the estimated wait time is not rounded to the nearest minute. To round the estimated wait time to the
nearest minute, you must reconfigure the setting to True. For more information, see "Configuring
the Set Variables activity" on page 326.
Next is a Variable Compare activity. This activity compares a callers position in queue to those
hearing UPiQ messages. If callers are in position one, the UPiQ Position Equal 1 branch is
followed. Additional branches are followed for other caller positions. These branches contain Play
activities informing callers of their position in queue. To alter the messages callers hear, see
"Configuring the Play activity" on page 302.
If callers are outside the range of UPiQ positions, the No Match branch is followed. We recommend
you configure this branch with activities to determine how the system behaves when the branch is
followed. A Hang Up activity ends the subroutine. To reconfigure the Variable Compare activity, for
example to add branches to incorporate additional queue positions, see "Configuring the Variable
Compare activity" on page 331.
NOTE: Callers are directed to the No Match branch in the subroutine only if you have not
programmed a branch to incorporate their position in queue. If callers are being directed to the No
Match branch, ensure you adjust the subroutine so these callers hear a message and stay in queue.

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Following the subroutine is a Delay activity. The Delay activity determines how frequently the
system compares queue positions to the range of callers hearing UPiQ messages. This Delay
activity also determines how frequently the script to check position in queue is rerun after a Timeout
or if the enterprise is down. By default the Delay activity is set to 20 seconds. To reconfigure this
time, see "Configuring the Delay activity" on page 283.
A Go To activity at the end of the workflow loops back to the Check Position Variable Compare
activity. This ensures the UPiQ messages run continuously, adjust to shifting caller position in
queue, and incorporate new callers.

DEFAULT MANAGEMENT SUBROUTINE

When assigned to a Management activity in a workflow, the Default Management subroutine
enables authorized callers to remotely perform management operations on their IVR Routing
application. For example, authorized callers can switch the IVR Routing Mode of Operation between
Normal and Emergency mode and modify the prompts that callers hear.
This subroutine:
l Enables you to change over from Normal to Emergency mode if extreme weather conditions
or other events force the temporary, unforeseen closure of your contact center. In such
conditions, it is often desirable and sometimes necessary to make such changes from a
remote location.
l Enables authorized users to make changes to the IVR Routing system remotely. You can
modify incoming caller options and record new prompts using a phone. This is useful when a
commute to the site is either inconvenient or not possible.
Figure 29 displays the Management Subroutine.

Figure 29: Management subroutine

Description
The first step in this subroutine is a Menu activity, which prompts you to enter the Management
Password. Authorized users enter their password (in this sample, 1234) in order to access the
Management subroutine.
The next step in the subroutine is the Record Prompts or Set Mode of Operation Menu activity.
Within this Menu activity there are two, numbered options that were added manually and complete
the following actions:
l Option 1: Record prompts or record new greeting
l Option 2: Select 1 for System; 2 for Device

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If you press Option 1 in the Record Prompts or Set Mode of Operation Menu, you can record new
prompts or record new greetings and swap prompts from one position to another within a workflow or
subroutine.
If, after recording a Prompt, you want to continue recording Prompts, press 1 to record, press 2 to
exit, or press any other key to return to the Record prompts or record new greeting Menu activity
through a Go To activity.
If you press Option 2, you can record a new Greeting or swap a Prompt. For example, you can record
an Emergency Closed Message during an emergency situation and then swap it for a traditional
Open Message once the emergency has been resolved.
If you press Option 2 in the Record Prompts or Set Mode of Operation Menu, you can set the System
or Device Mode of Operation to either Emergency or Normal mode. If you select 1 (for system) you
are affecting the Mode of Operation for all hunt groups and ports. If you select 2 (for device) you are
affecting only the devices for which you enter a reporting number (individual hunt groups or ports).
Additional configuration required
This subroutine must be associated to a Management activity in an Inbound workflow or an Inbound,
Management, or Callback Inbound subroutine.
It is recommended that you incorporate access to the Default Management subroutine into your main
workflows. There are various ways to do this. For example, you could use an ANI condition that
refers to a list of authorized user numbers and gives them the option, when they call in, of accessing
the Management activity configured with the Default Management subroutine. You could
alternatively add a DNIS condition and give users the appropriate number to call in to access the
Default Management Plan. If your workflow has an ANI or DNIS branch, you can add the Default
Management Plan ANI or DNIS branch as an additional branch in that location of the workflow. The
menu option for accessing the Default Management Plan should be hidden (unadvertised) meaning
that it is not mentioned in your greeting message. The authorized user would input a set code to
access the Default Management Plan.

DEFAULT CALLBACK WORKFLOW AND SUBROUTINES

IVR Routing includes the following default callback workflows:
l Default Callback Outbound workflow
Includes the following subroutines:
l Default Outbound Abandon Callback subroutine
l Default Outbound Voice Callback subroutine
l Default Outbound Web Callback subroutine
In addition, IVR Routing includes the following Callback Inbound subroutine:
l Default Inbound Voice Callback subroutine

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Default Outbound Callback workflow

This workflow manages retrieving callbacks and offering them to agents. This workflow runs
continuously, searching SQL for submitted callback requests and offering them to queues.
Depending on the kind of callback submitted, this workflow leverages the appropriate Outbound
callback subroutine so that the callback type is handled correctly and offers the agent relevant
options.
This workflow must be associated to an Outbound port. See "Associating workflows to devices" on
page 228.
To further illustrate the workflows activity and operations, we recommend you expand the entire
workflow and all annotations.
To expand the workflow
l Click the Expand All button.
To show all annotations
l Right-click the workflow and select Annotations=>Show all.
Description
The first step of this workflow is the Retrieve Callback activity. This activity looks in SQL for
submitted callback request that are ready to be delivered to the callback destination. Retrieve
Callback has two branches: Success and Failure. If the Retrieve Callback activity fails to retrieve a
callback, such as if there are no submitted callback requests, it continues in the workflow to the
Delay activity. If a callback request is detected, it is retrieved and routed to the Success branch.
The Success branch contains a Subroutine activity, which checks the
<<CallbackOutboundWorkflowId>> variable in the callback request for the appropriate subroutine
and then routes the request through the appropriate subroutine workflow. For an overview of the
subroutines, see "Default Outbound Callback subroutines" on page 340. The next activity in the
Success branch is a Hang Up activity, which ends the callback.
The final activity in the workflow is a Delay activity, which is configured with a five-second delay.
This activity creates a buffer of time between each offering of a callback request. For information on
modifying the Delay activity, see "Configuring the Delay activity" on page 283.

Default Outbound Callback subroutines

IVR Routing includes the following three subroutines for Outbound callbacks:
l Default Outbound Abandon Callback subroutine
l Default Outbound Voice Callback subroutine
l Default Outbound Web Callback subroutine
These subroutines are used by the Default Callback Outbound subroutine to offer callback requests
to agents and manage outbound calls to customers. The three subroutines manage the state of the
callback request, setting the frequency and number of times a callback request is offered to a queue.
This prevents an unsuccessful callback request from being offered repeatedly. Using the Save
Callback activities located throughout the subroutine at the various endpoints, callback requests are
saved back to the SQL database with reason codes that inform the system whether or not the
callback request is complete or if it needs to be requeued.

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The subroutines handle the offering of the callback request to agents as well as managing the
outbound call to the customer.
The subroutines are functionally identical with the exception of the Menu option for Branch 1. The
voice callback enables the agent to listen to any message left by the customer when they made their
voice callback request. The web callback enables the contact center agent to hear a text-to-speech
reading of the customers submitted name. The abandon callback has no option for Branch 1.
If you are migrating from Version 6.0.x to Version 8.0+, the Default Outbound Callback subroutines
replace the voice, web, and abandon Callback Plans Routing Rules and Agent options. For
guidance as to which activities replace which elements of the callback plans, consult the notes
placed throughout the following description.
Description
The first step in this subroutine is a Set Variable activity. This activity is configured with the
maximum number of callback attempts and the interval for the next attempt at making this callback
request, enabling you to control the frequency and number of times a callback will be offered to
agents. The number of attempts is added to the callback requests SQL record, depending upon
which Save Callback activity reasons are applied to the callback request as it is routed through the
subroutine. For information on configuring the Set Variable activity, see "Configuring the Set
Variables activity" on page 326.
Next in the subroutine sequence is a Subroutine activity. This subroutine is associated to the
Migrated Queue Callback Workflow subroutine, which is populated with your pre-7.0 callback
configuration. If you are not upgrading from a pre-7.0 version of MiContact Center, this activity can
be deleted. For information on configuring a subroutine activity, see "Configuring the Subroutine
activity" on page 327
If this is the Default Abandon Callback Subroutine, the next step is a Queue activity with two
branches: Agents Greater than 0 and No Agents Available. This activity checks to see if there are
any available agents in the destination queue. If there are no agents, the subroutine routes down the
No Agents Available branch. This branch contains a Save Callback activity that saves the callback
with the reason 'Requeued - Queue conditions did not pass'. The branch continues to a Hang Up
activity that ends the subroutine. If the queue has available agents, the subroutine routes down the
Agents Greater than 0 branch. The first activity of this branch is a Save Callback activity that saves
the callback with the In Progress - Dialing agent reason. The branch then continues to a Make Call
activity.
If this is the Default Voice or Email Callback Subroutine, the next step of the subroutine is a Save
Callback activity. This activity saves the callback with the reason In Progress - Dialing agent.
The subroutine continues to a Make Call activity. This submits the callback request to the
destination set in the <<CallbackDestination>> variable, usually the queue from which the caller
made the callback request. Calls submitted to the queue remain in the queue for the time set in the
Timeout duration property before following the Timeout branch. By default, the Timeout duration is
set to 30 minutes. For details on configuring Make Call activity, see "Configuring the Make Call
activity" on page 296.

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NOTE: The destination of the Make Call activity can be changed if there is an alternate destination,
other than the queue of origin, from which you want to handle callback requests. For information on
configuring the Make Call activitys destinations, see "Configuring the Make Call activity" on page
296.
The Make Call activity has five branches: Success, No Answer, Destination Busy, Invalid
Destination, and Failure. Branches with a Save Callback Request activity are: No Answer Timeout,
Destination Busy, Invalid Destination, and Failure.
Callback requests are routed to the No Answer branch when the timeout duration expires, where the
Save Callback Request activity saves the callback request to SQL with the reason Requeued
Agent did not answer. This enables the outbound ports to re-offer it to the queue. If the destination
that the callback request was routed to is busy, the callback request is sent to the Destination Busy
branch. This branchs Save Callback Request activity saves the callback request to SQL with the
reason Requeued Agent was Busy, which enables the outbound ports to re-offer it to the queue. If
the destination in the <<CallbackDestination>> variable is invalid, the callback request is routed to
the Invalid Destination branch. This branchs Save Callback Request saves the callback request to
SQL with the reason Completed Invalid Agent Destination, which prevents the callback from
being re-offered to the queue. If there is a failure to queue the callback request, the callback request
is routed to the Failure branch. This branchs Save Callback Request saves the callback request to
SQL with the reason Requeued PBXconnection was lost, which enables the outbound ports to re-
offer it to the queue.
NOTE: If you are migrating from Version 6.0.x to Version 8.0+, the Make Call activitys timeout
duration corresponds to No answer timeout (secs) field from the Agent Options tab of the Callback
Plans.
If the destination is valid and the callback request does not timeout, the request is routed through the
Success branch and offered to the queue. The Success branch contains a Save Callback activity,
which saves the callback with the 'In Progress - Agent' reason.
When the contact center agent answers the callback request, they are connected to the Menu
activity in the subroutine. In the Voice and Web callback subroutines, the Menu activity plays an
instruction prompt that tells the agent 'To listen to the callers message, press 1. To place this call,
press 2. To requeue this request, press 3. To reject this request, press 4. To hear these options
again, press 5.' In the Abandon callback subroutine, the Menu activity plays an instruction prompt
that tells the agent 'To place this call, press 2. To requeue this request, press 3. To reject this
request, press 4. To hear these options again, press 5.' The Menu activity has one branch for each
menu option, as well as branches for Timeout, No Match, and Failure.
NOTE: If you are migrating from Version 6.0.x to Version 7.1+, the Menu activitys prompts and
branches correspond to the options in the Digit Menu section of the Agent Options tab of the
Callback Plans.
In the Voice callback subroutine, 1 Play Customers Message enables the employee handling the
callback request to listen to the recorded message the customer left. The first activity of 1 Play
Customers Message is a Play activity that is configured to play to the agent the .wav file of the
message the customer recorded with their callback request, stored in the
<<CallbackClientRecording>> variable. The next activity in this branch is a Go To activity that
returns the agent to the start of the Menu activity.

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In the Web callback subroutine, 1 Play Customers Message enables the employee handling the
callback request to listen to a text-to-speech reading of the customers name. The first activity of 1
Play Customers Message is a Play activity that is configured to play a text-to-speech reading of the
customers name. After playing this, the branch continues to a Go To activity that returns the agent
to the start of the Menu activity.
NOTE: In the Abandon callback subroutine, there is no option for 1 Play Customers Message.
The 2 Call the Customer Back enables the employee to callback the customer who made the
callback request. The first activity in this branch is a Save Callback activity that saves the callback
with the 'In Progress - Establishing connection to client'. The next activity in this branch is a
Conference activity that is configured to call the number the customer left when making their
callback request, stored in the <<CallbackClientNumber>> variable. This activity has seven
branches Success, Client Disconnect, Agent Disconnect, Destination Busy, Timeout, Invalid, and
Failure.
NOTE: If you are migrating from Version 6.0.x to Version 8.0+, the Conference activitys timeout
duration corresponds with the No answer client timeout (secs) field in the Routing Rules tab of the
Callback Plans.
If the agents call is successful, it is routed to the Success branch of the Conference activity where a
Play activity plays the following message 'Please wait while the call is established.' The agent is
then connected to the caller. When the agent is finished with the callback, the subroutine continues
to a Save Callback activity that saves the reason 'Completed', indicating that the request is
complete and should no longer be offered to the queue.
If the customer hangs up on the callback attempt from the agent, the callback request is routed to the
Client Disconnect branch of the Conference activity. This branch contains a Play activity that
informs the agent that the conference has failed and the customer is not available and a Save
Callback activity that saves the callback request with the reason Requeued Client did not
answer, which enables the outbound ports to re-offer it to the queue. The client disconnect is
counted as an attempt for a callback, increasing the saved number of attempts for the callback by 1.
If the agent hangs up on the callback attempt, the callback request is routed to the Agent Disconnect
branch of the Conference activity. The Agent Disconnect branch contains a Save Callback activity
that saves the callback request with the reason Requeued Agent did not answer. This sets the
callback request to be requeued to be tried again later and does not count as a callback attempt in
the callback requests record.
If the callback request rings on the customers phone for the configured Timeout duration, it is routed
down the Timeout branch of the Conference activity. The Timeout branch contains a Play activity
that informs the agent that the conference has failed and the customer is not available and a Save
Callback activity that saves the callback request with the reason Requeued Client did not
answer. This sets the callback request to be requeued again later and does not count as a callback
attempt in the callback requests record.
If the customers phone is busy, the callback request is routed down the Destination Busy branch of
the Conference activity. This branch contains a Play activity that informs the agent that the
conference has failed and the customer is not available and a Save Callback activity saves the
callback request with the reason Requeued Client was busy, which is counted as a callback
attempt.

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If the callback request included an invalid phone number for the customer, the callback request is
routed to the Invalid branch of the Conference activity. This branch contains a Play activity that
informs the agent that the conference has failed and the customer is not available and a Save
Callback activity saves the callback request with the reason Completed Invalid Client
Destination, which resolves the callback request and ensures it will no longer be offered to the
queue.
If a failure occurs, the callback request is routed to the Failure branch of the Conference activity.
This branch contains a Play activity that informs the agent that the conference has failed and the
customer is not available and a Save Callback activity saves the callback request with the reason
Requeued Failed to connect to agent or queue, which does not count as a callback attempt.
The 3 - Requeue the Callback branch of the Menu activity requeues the callback request, offering it
to the queue again after the retry interval duration expires. This branch contains a Save Callback
activity that saves the callback request with the reason Requeued By an agent, which ensures it
is re-offered to the queue.
The 4 Reject the Callback branch of the Menu activity rejects the callback and marks it as
completed so it is no longer offered to the queue. This branch contains a Save Callback activity that
saves the callback request with the reason Completed Rejected by agent, which completes the
callback request.
The 5 Hear the Options Again branch enables the agent to listen to the Menu options again. This
branch contains a Go To activity that sends the agent back to the start of the Menu activity in the
subroutine.
If the agent does not choose an option after 5 seconds, they are routed down the Timeout branch.
This branch contains a Go To activity that sends the agent back to the start of the Menu activity in
the subroutine.
If an agent pushes a number that is not programmed in the menu, they are routed down the Invalid
branch. This branch contains a Go To activity that routes the agent back to the start of the Menu
activity in the subroutine.
The Failure branch of the Menu activity contains a Hang Up activity. The agent is routed to this
branch if the Menu activity times out three times. If the agent is routed to this branch, the callback
attempt is deleted from the system.

Default Inbound Voice Callback subroutine

This subroutine workflow is the default workflow for customers in queue to submit voice callbacks.
Callers who leave queue when presented with the option from the Callback Request activity can use
this workflow to leave a message and set a time to be contacted later.
NOTE:
l If you change any of the activities in the workflow, ensure that the prompts used are still
accurate and reflect the options offered to the callers.
l To further illustrate the workflows activity and their operations, we recommend you expand
the entire workflow and all annotations.
l As of Version 7.0 and greater, this callback subroutine workflow replaces the Voice Callback
Plans Callers Options tab.

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To expand the workflow

l Click the Expand All button.
To show all annotations
l Right-click the workflow and select Annotations=>Show all.
Description
The first step in the workflow is a Collect Digits activity. This activity prompts callers to enter the
phone number they would like to be reached at, which the workflow then stores in the
<<CallbackClientNumber>> variable. By default, callers must enter between four and ninety-nine
digits and press # as the terminating digit, but these defaults may be altered. For information on
changing the defaults, see "Configuring the Collect Digits activity" on page 276.
NOTE:
l If you are migrating from 6.0.x to Version 7.1+, the options in this activity correspond to the
General options in the Callers Option tab for Voice Callback Plans.
l This activity is mandatory, but another activity that can obtain and store the callers number in
the CallbackClientNumber variable could be used instead of collect digits.
The Collect Digits activity has four branches: Phone Number Collected, Timeout, Invalid, and
Failure. Callers are routed to the Timeout Branch if they do not enter anything after 5 seconds. This
branch contains a Play activity, whose prompt informs callers that there was no input, and a Go To
activity, which returns callers to this Collect Digits activity. Callers are routed to the Invalid branch if
the phone number goes over or under the specified minimum and maximum number of digits. This
branch is identical to the Timeout branch. Callers are routed to the Failure branch when their
timeouts or invalid digit entries exceed the set number of Invalid attempts, which by default is 3. The
Failure branch contains a Hang Up activity that terminates the workflow. For information on
configuring Collect Digits activity options, see "Configuring the Collect Digits activity" on page 276.
If a caller successfully enters their phone number, they are routed into the Phone Number Collected
branch. This branch validates the callers phone number against a phone number exclusion list,
ensuring contact center agents are only handling valid callback requests. The first activity of this
branch is a Variable Compare activity, which compares the <<CallbackClientNumber>> variable to
a series of conditions in the activitys Invalid Numbers condition. These numbers can be changed
and additional numbers can be added to the exclusion list. For information on configuring the Variable
Compare activity, see "Configuring the Variable Compare activity" on page 331.
NOTE: If you are migrating from 6.0.x to Version 7.1+, the Variable Compare activity and its
branches correspond to the Exclusion Phone List from the Callers Option tab for Voice Callback
Plans.
The Variable Compare activity contains two branches: Invalid Numbers and No Match. If the phone
number collected in <<CallbackClientNumber>> matches any of the conditions of the exclusion list,
then the caller is routed into the Invalid Numbers branch. This branch contains a Play activity, which
informs callers they have input an invalid phone number. Next in this branch is a Go To activity,
which returns the caller to the Collected Digits activity. If the phone number in the
<<CallbackClientNumber>> does not match anything in the exclusion list, the caller is routed
through the No Match branch to the next activity in the workflow.

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The workflows next step is to capture the customers preferred date and time for the callback. The
workflow continues with a Collect Digits activity, which prompts the caller to enter the requested
date and time for their callback. The format for this is DDMMYYYYTTTTXX, where XX is either 26
for AM or 76 for PM. IVR Routing will not offer the callers callback request to a queue until this date
and time.
NOTE:
l If you are migrating from 6.0.x to Version 7.1+, this activity and its branches correspond to the
options under Capture Preferred Time options in the Callers Option tab for Voice Callback
Plans. A 12-hour date-time format is used exclusively and can only be entered as
DDMMYYYYTTTTXX, where XX is either 26 for AM or 76 for PM.
l This activity and its branches are not mandatory and may be removed from the workflow if you
do not want to enable callers to specify a date and time for a callback. If no date or time is
entered by callers, the preferred date time of Now is set on the callback request by IVR
Routing.
This activity has four branches: Success, Timeout, Invalid, and Failure. The Timeout and Invalid
branches are standard Collect Digits branches. Callers are routed to the Timeout Branch if they do
not enter anything after 12 seconds, while callers are routed to the Invalid branch if they enter too few
digits or too many digits. Callers are routed to the Failure branch when their timeouts or invalid digit
entries exceed the set number of Invalid attempts, which by default is 3. The Failure branch contains
a Hang Up activity that terminates the workflow. For information on modifying the timeout duration of
the Collect Digits activity, see "Configuring the Collect Digits activity" on page 276.
If they enter valid digits, the caller is routed to the Success branch, where the Collect Digit activity
reads back the date and time entered. The branch contains a Date Time Validation activity. This
activity validates the entered date to ensure that the date and time are formatted correctly for use in
the Outbound Callback workflow. This activity contains three branches: Success, Timeout, and
Failure. Callers are routed to the Failure branch if the format of the date is not recognized as valid.
This branch contains a Go To activity that returns the caller to this Collect Digits activity. The
Success branch routes callers to the next activity in the workflow.
The Success branch contains a Set Variables activity that defines the window of opportunity the
system has to offer a callback to a caller. By default it is configured to 30 minutes, so if the system is
unable to contact the customer within 30 minutes of their preferred date and time, it will not try again.
The time may be customized to match contact center requirements for callbacks. For information on
modifying the Set Variables activity, see "Configuring the Set Variables activity" on page 326.
Once the date and time have been saved, the workflow continues to a Record activity, so callers can
leave a message with their callback request. The Record activity contains three branches: Save,
Discard, and Review. Discard and Review branches are standard Record activity branches. The
Record activitys Save branch contains a Play activity, which informs callers that the recording has
been saved. The branch continues to a Set Variables activity that links the .wav file to the submitted
callback in SQL, ensuring that it is available to the agent when they receive this callback request.
For information on configuring the Record activity and its branches, see "Configuring the Record
activity" on page 314.

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NOTE:
l If you are migrating from 6.0.x to Version 7.1+, the Record activity and its options correspond
to the Capture Recording section from Voice Callback Plans.
l This activity and its branches are not mandatory and may be removed from the workflow if you
do not want to offer callers the ability to record a message.
The workflow continues with a Menu activity. This activity is the final step in the workflow for the
caller, requesting that they either confirm or cancel their callback request. The instruction prompt
informs the caller 'To submit this callback request, Press 1. To cancel this request and exit this
system, please press the * key.' The Menu activity has five branches: 1. Confirm, *. Cancel,
Timeout, No Match, and Failure. The Timeout and No Match branches are standard Menu branches
with no additional configuration. The Failure branch contains no activities and routes callers through
to the Save Callback to Requeue Activity, the *. Cancel branch, which contains a Play activity
informing callers that their callback has been cancelled, and a Hang Up activity, which ends the
workflow. The Confirm Branch contains no activities and routes the callers through to the Save
Callback activity.
NOTE:
l If you are migrating from 6.0.x to Version 7.1+, the Menu activity and its options correspond to
the Capture Confirmation section from Voice Callback Plans.
l This activity and its branches are not mandatory and may be removed from the workflow if you
do not want to offer callers to ability to confirm or cancel their callback request.
The final activity in this workflow is a Save Callback activity. This activity saves the callback
request to the SQL database with the reason New Request Voice, which enables the outbound
port to detect it and offer it to the queue. This activity contains two branches: Success and Failure.
The Success branch contains a Play activity that informs the caller that the callback has been
submitted and routes the caller out of the workflow. The Failure branch has a Play activity that
informs callers that the callback request submission failed, followed by a Go To activity that returns
the callers to the Menu activity to attempt callback resubmission.

IVR ROUTING WORKFLOW SAMPLES

IVRRouting includes a variety of sample workflows. These workflow samples are based on
common business scenarios. They not only demonstrate how IVR Routing can be used to efficiently
direct calls to appropriate queues but, because they can be imported directly into your IVR Routing
application, they save you the time of creating your own introductory workflows.
The sample workflows create a basis upon which you add elements to fully customize your IVR
Routing solution. For example, if you want to be able to access a database of customer phone
numbers, you will need to create the database and make it available to your workflow. Each sample
workflow description below includes recommendations for workflow configuration optimization.
Generic prompt messages are included for applicable workflow samples.

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IVRRouting gives you access to the following sample workflows:

l Schedule with Mode of Operation and Menu
l ANI and DNIS condition with unique menus and a callback option
l Schedule condition followed by DNIS and Language with Shared Menus
l Outbound workflow with Excel
l Workflow for PCICompliant systems
Some sample workflow contain Menu activities. The Menu activity prompts callers with messages
and manages routing based on caller input. Besides the options you configure and add in the Menu,
there are three default branches included in all Menu activities: Timeout, Invalid, and Failure. These
branches cannot be deleted and function as follows:
l Timeout: Calls are routed to this option if the caller does not respond to a request within the
time limit allowed, as configured for the Main Menu in the Properties pane, under Options. A
default timeout message plays and the caller is returned to the Main Menu. You configure the
number of times the call is returned to the Main Menu, after failing to respond to a request
within the set time limit. If the caller exceeds the number of attempts, the call proceeds to the
Failure branch.
l Invalid: This branch works similarly to the Timeout branch except that it channels callers that
have entered invalid response digits. There is a default Invalid number message that plays.
l Failure: Calls are routed to this branch if the maximum Timeout or Invalid attempts are
reached. Calls that enter the Failure branch are, in most samples, transferred to the Operator.
If the Operator is unavailable, the call proceeds to the Hang up activity. If you want a message
to play in this branch, you must configure and add one.
NOTE: After importing the sample workflows and assigning them to ports they will be 'live' in your
system. Any modifications to the workflows will affect your IVR Routing system. For example, if
you put a port into Emergency Mode using the Sample Management Plan workflow that port will
indeed go into Emergency Mode.

IMPORTING IVR ROUTING SAMPLE WORKFLOWS

In order to have access to the sample workflows you must import them from the folder in which they
are stored when you download our software.
To import IVR Routing sample workflows
1. Click IVR Routing=>Workflows.
2. Click the Import button.
3. Navigate to the .xaml file you want to import and click Open.
NOTE: The sample workflows are located in C:\Program Files (x86)\Mitel\MiContact
Center\Ivr\Sample Callflows.
4. Click Save.
NOTE: After importing a workflow, you must configure your own prompts and connect the workflow
to devices that are specific to your system. If the prompts you configure or the connections you
make to devices are invalid, a red exclamation mark icon displays on the Workflows Canvas
indicating a validation error. For more information, see "Troubleshooting workflow configuration with
the Validation button" on page 269.

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Associating sample workflows to extensions or hunt groups

After you import a sample IVR Routing workflow, you must associate it to extensions or hunt groups
in order to make the workflow go 'live' in your system. For more information, see "Associating
workflows to devices" on page 228.

SAMPLE SCHEDULE WITH MODE OF OPERATION AND MENU

This workflow instructs IVR Routing to direct calls that arrive during business hours, in normal
conditions, to the appropriate queues based on the callers selection of menu options. Calls arriving
during business hours when the contact center is closed due to emergency conditions are routed to
an Emergency branch where they hear an emergency message explaining why the contact center is
closed. Calls arriving outside business hours are routed to a Closed branch where they hear a
prompt informing them that the contact center is closed.
This workflow:
l Makes customers aware of business hours and channels their calls as applicable
l Enables calls to be routed during emergency closures, for example, in extreme weather
conditions
l Routes callers to the appropriate queues, based on customer digit selection
Figure 30 displays this workflow as it appears when first imported.

Figure 30: Schedule with Mode of Operation andMenu

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Description
The first step in this workflow is an Answer activity. The Answer activity tells the port to answer the
call. Until this condition is met, the caller hears ringing.
Next in the workflow sequence is the Schedule condition (Mon-Fri, 9-5). There are two branches,
Open and Closed, each containing activities, within the Schedule. A check is done to confirm that
the date and time of the call falls within business hours (set as Monday Friday, 9 AM 5 PM).
If the call arrives outside of business hours, then the call is routed to the Closed branch, a Closed
Message plays, and the call proceeds to the Hang up activity. The Hang up activity ends the
workflow and disconnects the call. If you do not have a Hang up activity, the call will continue
through the workflow until it reaches the end of all possible actions, at which point it will wait in
silence until the port resets.
If the call arrives within business hours, then the call is routed to the Open branch and the Mode of
Operation activity is confirmed. The system checks if the ports or hunt groups assigned to the
workflow are in Normal mode or Emergency mode. If they are found to be in Emergency mode, the
Emergency Message plays and the call is directed to the Hang Up activity. If they are found to be in
Normal mode, the call proceeds to the Main Menu activity.
The Main Menu activity prompts callers with messages and manages routing based on caller input.
In this example, the Main Menu activity has been configured with three options and customers are
prompted to press whichever option suits their needs. IVR Routing then directs the caller to the
appropriate queue based on the number they pressed.
The three numbered options in the Main Menu activity were added manually to this sample workflow
and complete the following actions:
l Option 1: Transfers the caller directly to the Support Queue
l Option 2: Transfers the caller directly to the Sales Queue
l Option 3: Plays the Hours of Operation Message
Options 1 and 2 have a Failure branch. If the transfer destination is unavailable, the caller is routed to
the Operator. We recommend you set up the Failure branch to redirect calls to a dependable,
available endpoint.
The last step in this workflow is the Hang Up activity. We recommend you end workflows with a
Hang Up activity to prevent errant calls from resting at the end of the workflow and tying up the port
until it can reset and disconnect the call.
Additional configuration required
To get your workflow sample up and running, you must:
l Associate the workflow to a port (extension) or a hunt group. See "Associating workflows to
devices" on page 228.
l Configure Properties for Transfer Activities. In this sample, the Operator and the Sales and
Support queue destination information needs to be added. To do this, simply right-click the
Transfer activity in the workflow and specify the Destination in the Properties pane
l Create prompts (messages) as needed. For example, in this workflow, generic prompts are
included for the Greeting Message, Closed Message, Emergency Message, and Hours of
Operation Message. If you want to customize these messages, you will need to create your
own and add them to the workflow.

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SAMPLE ANI AND DNIS CONDITION WITH UNIQUE MENUS

AND A CALLBACK OPTION
This workflow instructs IVR Routing to direct calls to appropriate queues based on the callers
telephone number (ANI), the number the caller dialed to reach the contact center (DNIS), and caller-
entered responses to menu options. The menu options are unique to each branch, meaning that
callers are presented with different menu options based on where their call originated or the number
they dialed to reach the contact center. In addition, the customer is offered the option of requesting a
callback rather than waiting in queue for an agent. In this example, callers are routed based on their
customer status (derived from their ANI) or based on the number they called to reach your contact
center, either the Enterprise Business Level or Entry Level Business Software contact number.
This workflow:
l Shows you how to channel callers to queues based on the area from which they are calling.
This type of call routing could be beneficial if, for example, you have a sales promotion that is
targeted toward particular geographical markets, callers from those areas would be directed to
a queue with promotional RADs and agents who have been trained to sell products
specifically related to the current promotion. Another useful application for this workflow could
be for companies who offer services that are specific to a certain area. For example, a flooring
installation company with offices in cities across the country could direct callers based on the
city from which they are calling to agents who book in-home flooring consultations.
l Demonstrates how you can set up your IVR Routing system using ANIs to help route
customers with specific needs to the agents most suited to assist them. In this sample, a VIP
customer calls in and is recognized as such by their ANI, which you have added to the ANI
list. They are automatically transferred to an experienced agent with advanced customer
relation skills.
l Allows you to send callers to queues based on the number they dialed to access your contact
center. This enables callers to be more accurately routed to the services in which they are
most interested. In this sample, callers are channeled to either the Enterprise Business Level
or Entry Level Business Software queue based on the number they called to reach you.
l Gives callers the option of leaving a message and receiving a callback rather than waiting in
queue. Customer satisfaction is improved when callers are offered this enhanced level of
control. In addition, the call center operates more smoothly as some calls are diverted during
busier periods to be handled during less busy hours
Figure 31 displays this workflow as it appears when first imported.

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Figure 31: Sample ANIand DNIS Condition with unique Menus and Callback option
Description
The first step in this workflow is an Answer activity. The Answer activity tells the port to answer the
call. Until this condition is met, the caller hears ringing.
Following the Answer activity, is an ANI condition that checks the callers phone number. We
recommend placing the ANI condition near the beginning of the workflow as you can use this activity
to initially filter calls based on whatever parameters work best for you, for example, you could filter
based on VIP status or, conversely, based on a list of customers with a heightened need for
immediate support, such as those with a recent history of dissatisfaction with your product. By
filtering these calls based on ANI, you can configure the subsequent workflow sequence to channel
these calls to queues that are best suited to their needs.
Within the ANI condition, there are three branches that evaluate the ANI and branch the call based
on the results. In this example, the caller is branched, based on ANI, either to the Elevated Support
Line branch, VIP Customers branch, or a No Match branch. The Elevated Support Line branch (in
this example, used for customers that are in need of immediate, skilled support, as they are currently
experiencing difficulties with your product) and the VIP Customers branch each contain a Failure
branch which routes the caller to the Operator if the transfer destination is unavailable. We
recommend you set up the Failure branch to redirect calls to a dependable, available endpoint.
If the ANI is unrecognized (No Match), the system moves on to check the DNIS (the number the
customer called to reach the contact center).
Within the DNIS condition, there are three branches that evaluate the DNIS and branch the call
based on the results. In this example, the caller is branched, based on DNIS, either to the Enterprise
Business Level Menu, the Entry Level Business Software Menu, or a No Match branch.
The Enterprise Business Level Menu prompts callers with messages and manages routing based on
caller input. In this example, it has been configured with two options and customers are prompted to
press whichever option suits their needs. IVR Routing then directs the caller to the appropriate
queue based on the number they pressed.

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The two numbered options in the Enterprise Business Level Menu activity were added manually to
this sample workflow and complete the following actions:
l Option 1: Transfers the caller directly to the Support Queue
l Option 2: Transfers the caller directly to the Sales Queue
Options 1 and 2 have a Failure branch. If the transfer destination is unavailable, the call goes to the
Hang Up activity.
The Entry Level Business Software Menu activity prompts callers with messages and manages
routing based on caller input. In this example, it has been configured with two options and customers
are prompted to press whichever option suits their needs. IVR Routing then directs the caller to the
appropriate queue based on the number they pressed.
A Queue Condition has been added to this branch to enable the callback request option. In this case,
the Queue Condition checks if more than five calls are waiting in queue and if this is the case, the
caller is offered the option of requesting a callback rather than waiting in queue. You can alter this
Queue Condition as needed.
In the Offer Callback Menu, you configure a message that informs the customer about current call
volume and wait times, based on the queue condition you set. There is a sample Default Callback
Inbound Voice subroutine included with IVR Routing. You can either use this subroutine with the
Callback Request activity or create your own callback subroutine to use with this workflow. For
more information about callback plans, see "Configuring callbacks" on page 236.
If the customer declines the request for a callback, the workflow progresses to the Entry Level
Business Software Menu.
The two numbered options in the Entry Level Business Software Menu were added manually to this
sample workflow and complete the following actions:
l Option 1: Transfers the caller directly to the Support Queue
l Option 2: Transfers the caller directly to the Sales Queue
Options 1 and 2 have a Failure branch. If the transfer destination is unavailable, the call goes to the
Hang Up activity.
If the DNIS is unrecognized, the caller is routed down the No Match branch and, subsequently, the
Operator.
The last step in this workflow is the Hang Up activity. We recommend you end workflows with a
Hang Up activity to prevent errant calls from resting at the end of the workflow and tying up the port
until it can reset and disconnect the call.

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Additional configuration required

To get your workflow sample up and running, you must:
l Associate the workflow to a port (extension) or a hunt group. See "Associating workflows to
devices" on page 228.
l Configure properties for all Transfer activities. For example, the Operator and the Sales and
Support queue destination information needs to be added. To do this, simply right-click the
Transfer activity in the workflow and specify the Destination in the Properties pane.
l In addition, for the Callback Request activity, you must designate a Callback Outbound
subroutine and a destination queue.
l Create prompts (messages) as needed. Generic prompts are included in this workflow but if
you want to customize these messages, you will need to create your own and add them to the
workflow.

SAMPLE SCHEDULE CONDITION FOLLOWED BY DNIS AND

LANGUAGE WITH MENUS
This workflow instructs IVR Routing to direct calls that arrive on standard work days, during
business hours, to language-specific queues based on the number the caller dialed. Callers are
routed to a single menu, which presents prompts in the appropriate language.
This workflow enables you to:
l Configure schedule conditions to route calls based on predefined holidays
l Offer services in more than one language based on the number dialed to reach your contact
center
l Use the same Prompt but make it available to all configured languages
Figure 32 displays this workflow as it appears when first imported.

Figure 32: Schedule condition followed by DNIS and Language with Menus

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Description
The first step in this workflow is an Answer activity. The Answer activity tells the port to answer the
call. Until this condition is met, the caller hears ringing.
Next in the workflow sequence is the Schedule condition. There are three branches, Holidays, Mon-
Fri, 8-5, and No Match. Placing the Holiday branch on the far-left of the workflow ensures that this
branch is checked first. If it is determined that the call is being received on a predefined holiday, a
Closed Message plays and the call proceeds to the Hang Up activity.
NOTE: You must configure the workflow to check whether it is a holiday before checking whether it
is within business hours. If a call enters the system between 8 AM and 5 PM on a Monday that is a
statutory holiday and you check the business hour schedule first, the system will erroneously
determine that the call center is open and the call will proceed through the workflow, even though
your office is closed.
If it is not a holiday, a check is done to confirm if the date and time of the call falls within business
hours (set as Monday Friday, 8 AM 5 PM). If the call arrives within business hours, the call is
routed to the DNIS check. If the call arrives outside of business hours, it is routed to the No Match
branch and a Closed Message plays. The call then proceeds to the Hang Up activity. The Hang Up
activity ends the workflow and disconnects the call. If you do not have a Hang Up activity, the call
will continue through the workflow until it reaches the end of all possible actions, at which point it will
wait in silence until the port resets.
If the call passes the Schedule criteria, it continues to the DNIS activity. This workflow sample
contains three DNIS, each one representing a different language (French, English, and German, in
this case). According to the DNIS, the call is routed through the appropriate Language activity to a
Menu. The Menu is the same for each DNIS and has the same Prompt. The Prompt contains .wav
files that are specific to each language. Depending on which language activity the call was
channeled through, the matching language .wav file will play. This enables reuse of the same Prompt
regardless of the number of language activities that are configured. If there is no DNIS match, the
workflows to the No Match branch and is transferred to the Operator.
As noted above, the Menu options are the same for each DNIS only the Language is different. The
two numbered options in the Menu activity (Main Menu) were added manually to this sample
workflow and complete the following actions:
l Option 1: Transfers the caller directly to the Support Queue
l Option 2: Plays the Shipping Instructions Message
Option 1 has a Failure branch. If the transfer destination is unavailable, the call goes to the Hang Up
activity.
The last step in this workflow is the Hang Up activity. We recommend you end workflows with a
Hang Up activity to prevent errant calls from resting at the end of the workflow and tying up the port
until it can reset and disconnect the call.

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Additional configuration required

To get your workflow sample up and running, you must:
l Associate the workflow to a port (extension) or a hunt group. See "Associating workflows to
devices" on page 228.
l Configure properties for all Transfer activities. For example, the Support queue destination
information needs to be added. To do this, simply right-click the Transfer activity in the
workflow and specify the Properties in the Properties pane.
l Create prompts (messages) as needed. Generic prompts are included in this workflow but if
you want to customize these messages, you will need to create your own and add them to the
workflow.

SAMPLE OUTBOUND WITH EXCEL

This workflow queries a data provider, in this case an Excel spreadsheet, to retrieve customer
contact information. The workflow then uses the contact information to make outbound calls to
customers. If a call is not answered by the customer or if the line is busy, IVR Routing continues to
attempt the call until it is connected. If the customer answers the ringing line or the call goes to the
customers voicemail the workflow updates the call status as 'Completed' and the customer will not
be called again. Customers who answer the outbound call are directed to a menu presenting them
with routing options.
This workflow enables:
l Contact centers to make outbound calls to customers by accessing an internal database
Figure 33 displays this workflow as it appears when first imported.

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Figure 33: Outbound workflow with Excel

Description
This sample workflow uses an Excel spreadsheet, called OutboundSample.xlsx. This file is located
in the IVR\Sample Callflows folder on the Enterprise Server. You populate the Excel sheet with
customer phone numbers that you access while making outbound calls.
The first step in this workflow is the Schedule condition. There are two branches, Open Hours 9-5
and No Match. If calls are executed during business hours, they progress to the Query. If calls are
executed outside of configured business hours the workflow routes to the No Match branch and then
to the Hang Up activity.
If during business hours, the workflow progresses to the Query. The Query references the Data
Provider (in this case, Default Outbound Provider). In this sample, the Data Provider refers to the
Excel sheet of customer phone numbers that is mentioned above. This Excel sheet has two
columns one for the customers phone number and one for the customers status. The Excel sheet
and the Query can be modified as needed.
The first Query action is to run a Select statement to pull the first number with an 'Incomplete' status
to call. The Select Query either goes to the Success branch (if it successfully finds/selects a
customer phone number) or to the Failure branch if no customer phone number is found. When the
call enters the Failure branch an email is sent to managers advising them that no 'Incomplete' calls
remain in the database Excel sheet. Access to this functionality requires you to first configure the
SMTP Server and the email template used for this example.

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If an 'Incomplete' status call is selected, the workflow progresses to the Success branch and the
Write statement executes, which changes the customers status from 'Incomplete' to 'In Progress',
preventing other ports from simultaneously calling the same customer.
When the Query successfully pulls a customer phone number, it proceeds to the Make Call activity.
The Make Call activity has a destination set for <<LastQueryResult>>, meaning it will dial the phone
number that the Query pulled from the Excel spreadsheet.
The Make Call activity has several branches. When you successfully connect to a customer, the
call goes down the Success branch, a query is executed and the customer status is updated to
'Completed', ensuring that number is not called again. Following this action, the customer is
presented with two options. They can choose to either be transferred to a queue to speak to an agent
or listen to a message for more information. For example, you could record a message with details
about a current sales promotion.
If there is no answer, a Query is executed and the customer status is updated to 'No Answer',
meaning that when this number is selected from the list the next time, the system will attempt to call
it again.
If there is a busy signal (Destination Busy), a Query is executed and the customer status is updated
to 'Busy', meaning that when this number is selected from the list the next time, the system will
attempt to call it again.
If the number is not in service (Invalid Destination), a Query is executed and the customer status is
updated to 'Invalid', meaning that when this number is selected from the list the next time, the
system will not attempt to call it again.
If the Make Call fails due to an issue with the telephone system, an email is sent to the manager(s)
advising them of the communication failure. Access to this functionality requires you to first
configure the SMTP Server and the email template used for this example.
The last step in this workflow is the Hang Up activity. We recommend you end workflows with a
Hang Up activity to prevent errant calls from resting at the end of the workflow and tying up the port
until it can reset and disconnect the call.
Additional configuration required
To get your workflow sample up and running, you must:
l Associate the workflow to a port (extension). This workflow type cannot be assigned to a hunt
group. See "Associating workflows to devices" on page 228.
l Configure properties for all Transfer activities. For example, the Transfer to queue destination
information needs to be added. To do this, simply right-click the Transfer activity in the
workflow and specify the Properties in the Properties pane
l Create prompts (messages) as needed. Generic prompts are included in this workflow but if
you want to customize these messages, you will need to create your own and add them to the
workflow.
l In order to make the workflow active, you must select 'Always Run' in the Properties Pane,
under Workflow. If you want to end the workflow activity, deselect this option.

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l We recommend adding a queue condition in the Success branch of this workflow so callers
are directed to the queue only if, for example, a sufficient number of agents are available to
take their call or the number of calls waiting in the queue is not excessive. Rather than making
the caller wait to speak to an agent in this situation, it might be preferable to instead play the
'Play more information on offer' message.
l We suggest adding a queue condition following the Schedule condition that sets calling times
for the optimum times of the day, for example, you might only want to make outbound calls
between 3 PM and 7 PM. By setting a condition in this way, you can ensure that you have
sufficient agents available during that time to handle calls.

WORKFLOW FOR PCICOMPLIANT SYSTEMS

The PCI Compliant workflow is an example of how contact centers can use IVR Routing to collect
sensitive information, such as credit card numbers, from contacts while ensuring their privacy. While
handling a contact, agents need the ability to collect sensitive information without being able to
interact with that information. The PCI Compliant workflow offers a demonstration workflow
configuration that leverages the Hold State activity to enable a contact to enter private information
while on call with an agent.
NOTE: The PCI Compliant workflow itself is not PCI compliant but it implements PCI security
requirements to protect the privacy of collected data. You are responsible for ensuring that your
configuration, including its associated variables, queries, and web services, meets the standards of
PCI Compliance.
In this workflow, the agent dials the port associated with this PCI Compliant workflow, starting a
conference call with the workflow. The workflow puts the agent on hold and prompts the caller to
enter their private information, which is stored in a masked variable. The information is routed to a
Query activity, which uses it to perform a query transaction. The agent is then returned from hold and
both contact and agent are informed via a Play activity if the PCI Compliant transaction was
completed correctly. The workflow then hangs up, returning the agent and contact to a two party call.
To further illustrate the workflows activities and their operations, we recommend you expand the
entire workflow and all annotations.
To expand the workflow
l Click the Expand All button.
To expand all annotations
l Right-click the workflow and select Annotations=>Show All.
Requirements
The workflow provides a framework and as such requires several devices be configured before the
workflow can be used:
l Prompts
l Variables
l Data provider
l Extension
This workflow uses a number of prompts. You require the following prompts containing the following
messages:

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l Agent Notification: A message indicating to caller and agent that the agent is being placed
on hold
l Collect Digits instructions: A message indicating to the caller what information they must
enter
l Unable to Hold: a message indicating to caller and agent that the system was unable to
place the agent on hold
l Request is being processed: A message informing the customer that their information has
been entered and is being processed.
l Successful transaction: A message informing the caller and the agent that the callers
information has been entered and processed correctly
l Failed transaction: A message informing the caller and the agent that the callers information
was not entered correctly
For instructions on configuring prompts, see "Configuring prompts" on page 231.
You require two variables configured for this workflow: a Secure Information variable and a
Validation variable. The Secure Information Variable is used to store the private information entered
by the caller. This variable must be set to FullMask to prevent the collected data from being viewed
by others. The Validation variable is used by a Query activity to store the confirmation that the
callers information was entered correctly and is used by a Variable Compare activity to inform both
the caller and the agent that the transaction was completed successfully. For instructions on
configuring variables, see "Configuring variables" on page 252.
This workflow requires that you have a data provider added to IVR Routing for use with this
workflows Query activity that contains the information that the caller enters.
For instructions on configuring data providers, see "Configuring data providers" on page 250.
This workflow also requires you to have a specific transaction that you want to perform using a
Query or an Execute activity. The workflow includes a Query activity, but you must configure a
query relevant to your business needs. The Query should use the information entered in the Secure
Information variable and return any relevant information in other variables, as determined by your
transactions function. At a minimum, the Query activitys query must be configured to store a value
in the Validation variable that will be used to confirm to both the agent and the caller that the callers
private information was entered successfully.
The PCI Compliant workflow requires a port with which to be associated, so an agent can dial it
while handling a caller.
Description
The first activity in this workflow is the Answer activity. The agent and contact are next routed to a
Play activity. The purpose of this Play activity is to provide a message to the agent that they are
being placed on hold. This activity should be configured with your Agent Notification prompt. For
more information, see "Configuring the Play activity" on page 302.
After the workflow answers, the caller and agent are routed to the Hold State activity. This activity
places the agent on hold for the duration of the Success Branch of the Hold State activity, preventing
them from hearing the callers interaction as they enter their credit card information. This activity
must not be removed or modified, otherwise PCI Compliance will be compromised. This activity has
two branches: Success and Failure. If the agent is successfully placed on hold, the workflow routes

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down the Success branch. The agent remains on hold for the entirety of the Success branch. If the
agent is not placed on hold, the workflow routes down the Failure branch.
The Failure branch contains a Play activity. The purpose of this Play activity is to provide a message
informing the agent and caller that the system was unable to place the agent on hold. This activity
should be configured with your Unable to Hold' prompt. For more information, see "Configuring the
Play activity" on page 302.
The first activity of the Success branch is a Collect Digits activity. This activity, when configured,
prompts the caller to enter the private information, which is stored in the Secure Information variable.
By default, this activity has no preset configuration. Under the Variable Collection Settings, set the
Variable as the Secure Information variable and set the Greeting as the Collect Digits instruction
prompt. You must also set the Minimum and Maximum digits to collect for the callers information.
This activity can be configured with a Confirmation prompt to inform customers that their information
has been entered. For more information, see "Configuring the Collect Digits activity" on page 276.
The Collect Digits activity has four branches: Success, Timeout, Invalid, and Failure. Callers are
routed to the Timeout branch if they do not enter anything after 5 seconds. This branch contains a
Play activity, whose prompt informs callers that there was no input, and a Go To activity, which
returns callers to this Collect Digits activity. Callers are routed to the Invalid branch if the caller-
entered information goes over or under the specified minimum or maximum digits specified during
this activitys configuration. This branch is identical to the Timeout branch. Callers are routed to the
Failure branch when their timeouts or invalid digit entries exceed the set number of Invalid attempts,
which by default is 3.
The Success branch contains a Play activity. The purpose of this Play activity is to provide a
message informing callers that their information is being processed. This activity should be
configured with your Request is being processed prompt. For more information, see "Configuring
the Play activity" on page 302.
The next activity in the Success branch is a Query activity. This activitys purpose is to query a
customer database with the information from the Secure Information variable. The Query activity
requires a database provider and a Query statement so that the Secure Information variable can be
used to retrieve confirmation information to populate the Validation variable. For more information on
configuring a Query activity, see "Configuring the Query activity" on page 306.
NOTE:
l Depending on the complexity of your transaction logic you may need to add additional Query
or Execute activities to complete your transaction and retrieve the desired information.
l This activity can be replaced with an Execute activity if you need to communicate with an
external source, such as a web service. If executing a web service, ensure that you use
HTTP Secure (https). The Execute activity must populate your Validation variable. For more
information, see "Configuring the Execute activity" on page 287.
The activity next continues to a Variable Compare activity, which should be configured to check if
the Validation variable has the correct value stored. For more information, see "Configuring the
Variable Compare activity" on page 331.
The Variable Compare activity has two branches: Successful Transaction Condition and No Match.
If the variable compare matches your configured conditions, the workflow routes down the
Successful Transaction Condition branch. This branch contains a Play activity, which should be
configured with the Successful Transaction prompt, informing caller and agent that the transaction

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was completed successfully. If the variable does not match your configured conditions, the workflow
routes down the No Match branch. This branch contains a Play activity, which should be configured
with the Failed transaction prompt, informing caller and agent that the transaction was not
completed.
The workflow continues to a Hang Up activity, ending the conference call with the workflow and
returning the caller and the agent to a two party call.

IVR ROUTING COMPLEX WORKFLOW

CONFIGURATION
The following section describes how to configure two intricate workflows. You can use these
instructions to create the workflows as described or as an educational exercise from which you can
learn to build your own customized, unique workflows. Before attempting to configure these
workflows you must be familiar with IVR Routing and able to proficiently configure intermediate to
advanced level workflows using IVR Routing.
This document shows you how to construct:
l Outbound workflow: An outbound workflow that returns abandoned calls on a priority basis
according to customer status
l Dial Active Directory workflow: A workflow that uses a LDAP connection to a Windows
Active Directory domain to retrieve phone numbers and transfer the caller to the retrieved
extension

OUTBOUND WORKFLOW CONFIGURATION

This example demonstrates how to build an outbound workflow that returns abandoned calls on a
priority basis according to customer status. This workflow makes use of the delay activity,
populates custom variables with a specific format type, demonstrates enhanced email activity by
adding attachments, and sends custom variable information to agents via enhanced screen pop.
Consider the following scenario:
Problem: A busy order desk is having trouble keeping up with customer requests. As a result, they
are dealing with a high number of abandoned calls. Their customers are sorted into three priority
levels: gold, silver, and bronze. Gold member callers are considered the highest priority and the order
desk is obligated to return their calls expediently in order to meet service level agreements. Each day
a SQL table is populated with all of the abandoned calls from the previous day including the
customers priority levels. All gold customers must be called back.
Solution: The following outbound workflow is configured to search for customer numbers based on
priority level, thus ensuring gold-level customer calls are returned expediently. In addition,
customers are given options that can expedite call handling, resulting in a more efficient use of agent
resources. For example, if callers are offered choices, besides the option of connecting with an
agent, of being sent a PDF of their order status or listening to a message describing their balance
and due date, some callers needs would be satisfied without having to speak to an agent. If callers
choose to speak to an agent, specific caller information, for example, their status is delivered to the
agent via a screen pop display when the agent connects to the call.

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Figure 34 depicts the final, post-configuration version of the Outbound workflow example described
here.

Figure 34: Outbound workflow

Configuring a database provider

The first step in creating this workflow is to determine the source from where you will retrieve the
numbers to call back. Typically the outbound call list is stored in a SQL database or an Excel
spreadsheet. In this example, the following table was created in a SQL database. The example SQL
database used in this sample workflow is named abandoned_caller. (See Table 12.)
NOTE: We recommend following standard database design practices when setting up your
database. The example database referred to in this document is for demonstration purposes only.

Table 12: SQL database example for abandoned caller list

ID [LEVEL] CALLERID USERNAME BALANCE EMAIL

100 Gold 3001 Dave 21.32 dave@prairiefyre.com

101 Silver 6132221212 James 201.55 james@prairiefyre.com

102 Bronze 6135990000 Curtis 30 curtis@prairiefyre.com

ID LASTBILL DUEDATE PROCESSING CONTACTED FAILEDATTEMPT

\\share\bills\
100 April 20, 2012 0 false NULL
100bill.docx

\\share\bills\ September 1,
101 0 false NULL
100bill.docx 2012

\\share\bills\
102 Dec 12, 2012 0 false NULL
100bill.docx

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The SQL data types used for this example are shown in Figure 35.

Figure 35: SQL data types

The columns Processing and Contacted are added to the table to assist with call processing, as
follows. The outbound workflow executes in an always-run fashion. If there are records present in
the database and outbound ports are available, calls will be executed constantly. The processing
column is used to flag a call as in progress. When a call is in progress, it means that the outbound
port is currently calling that number. After the outbound workflow has completed, the contacted
column is set to true. This process ensures callers, once contacted, are not called back.
A FailedAttempt column is added to indicate the reason the attempt to call failed, for example, due
to No Answer, Destination Busy, or Invalid Destination. Figure 36 displays an example of failed
attempts as they display in the workflow.

Figure 36: Failed attempt example

You must configure a database provider to supply outbound call records to the Outbound workflow.
This example uses a Microsoft SQL server as a data provider and names the data provider Abandon
DB. See "Adding a Microsoft SQL server as a data provider" on page 250.

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Creating outbound ports

Outbound workflows and IVR Routing callbacks are both executed by the existing MiContact Center
Outbound Router Service. Outbound port 5020 IP are used to process outbound workflows and IVR
Routing callbacks.
Refer to the procedure "Configuring extension port options for IVR Routing" on page 212 and add the
appropriate number of outbound ports. If you have any questions regarding the number of ports you
require, contact the Systems Engineering Team.

Defining variables
Before creating the workflow, define the variables that it will use. For this example, we have created
the following variables from the above SQL database example table. Ensure the 'Send to Agents
Desktop' check box is selected if you want customer-relevant database information to be available
in a screen pop display for agents upon call receipt. (See Figure 37.)

Figure 37: Suggested variable configuration

Creating an outbound workflow

Now that you have populated the table in the SQL database with abandoned contact information,
added a database provider and outbound ports, and created applicable variables, you can create the
outbound workflow

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To create an outbound workflow

1. Click IVR Routing=>Workflows.
2. Click Add and select Mitel Voice=>Outbound as the workflow type from the drop-down list.
3. In the Properties pane, configure the workflow properties as needed.
NOTE: To make the workflow active, select the Always run check box. When you no longer
want the workflow to be active, deselect this option.
4. Click Save.

Configuring the outbound workflow for abandoned contacts

The first steps in configuring the outbound workflow for use with abandoned contacts are to add a
Query activity, a Make Call activity, and a Hang Up activity. The Make Call activity is used to place
calls to external phone numbers that are typically stored in a data source, such as a SQL database or
an Excel spreadsheet. The Query activity is used to retrieve the numbers from the database that are
then stored in a variable which is accessed by the Make Call activity when dialing. The Make Call
activity determines the location of the media server and provides the correct formatting for the
external phone number before placing the call. In this example, the query looks for gold-level
customers that require a return call.
To configure the outbound workflow for abandoned contacts
1. Add a Query activity and a Hang Up activity into the Workflows Canvas.
2. Right-click the Query activity and select Edit Database Provider.
3. Select the Abandon DB database provider created earlier.
4. Click OK.
5. Right-click the Query activity and select Edit Query Definition.
6. Under Query type, select Advanced Query and, under Settings, enter the following SQL
query(1):
SELECT top 1 * from dbo.abandoned_caller where level = gold and processing = 0 and
contacted = False
UPDATE dbo.abandoned_caller set processing = 1 where id in (select top 1 id from
dbo.abandoned_caller where level = gold and processing = 0)
7. On the Variable Assignment tab, assign the appropriate variables to the parameters returned
from the query(2).
Figure 38 displays steps 5-7.

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Figure 38: Creating the advanced SQL query

8. In the Success branch of the Query activity, add a Make Call activity.
See Figure 39.

Figure 39: Make Call activity

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9. Select the Make Call activity and configure the properties in the Properties pane.
10. For this example, beside Destination, select the variable <<OB_CallerID>> and click OK.
11. Select the External Call check box to indicate that these calls are external to the PBX.
Outbound dialing digits are appended when dialing externally.
NOTE: Outbound dialing digits must be programmed in YourSite Explorer for the media server
upon which the outbound ports reside. This is configured in YourSite=>Media
servers=>Location tab.

Configuring the branches of the Make Call activity

If the query is successful, the outbound number variable will populate. The caller is then offered the
option to speak with an agent, receive an email with account details, or listen to a message that
includes their account balance and due date. If the query is unsuccessful, for example, if you are set
up to call back gold-level callers and there are none available in the SQL database table, the failure
branch is followed
In the Success branch of the Make Call activity three actions are performed: Delay, Menu, and
Query. See Figure 40.

Figure 40: Branches of the Make Call activity

To configure the success branch of the Make Call activity
1. In the Success branch of the Make Call activity, add and configure properties for a Delay
activity.
The Delay action is used to give the customer time to answer the phone and greet the caller.
The delay value is set in seconds.
2. Following the Delay activity, add a Menu activity.
3. Right-click the Menu activity and add the three digit options as follows: 1. Speak with Agent,
2. Mail Last Record, and 3. Listen to balance and due date.
The customer will be able to select 1 to speak to an agent, 2 to receive an email containing
their most recent account information, or 3 to hear a message regarding their account balance
and due date.
See Figure 41.

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Figure 41: Menu activity options

4. Add a Transfer activity under option 1, an Email activity under option 2, and a Play activity
under option 3.
5. Configure the Properties for the Transfer activity. Be sure to set the Destination to an ACD
path.
6. Configure the Properties for the Email activity. Select the SMTP Server address from the
SMTP servers that were configured in YourSite Explorer during the software installation
process.
For more information, see "Configuring SMTPconnections to MiContact Center" on page 43.
7. Right-click the Email activity and select Edit Email Template.
8. Right-click in the Configure email template window to see a list of available variables.
NOTE: To ensure the email is sent to the customer, use the variables that were populated
previously with the query action.
See Figure 42.

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Figure 42: Configuring the email template

9. Configure the Properties for the Play activity.
10. Right-click the Play activity and select Greeting prompts=>Add a new prompt.
The Prompt window opens.
You will configure the activity to play two custom .wav files and two prompts. The customer
will hear their account balance and due date, based on the variables you associate with the
prompts.
11. Select the Variables tab.
See Figure 43.

Figure 43: Configuring the Play activity

In this example, the OB_Balance variable is set as type Date Time and the variable OB_
Balance is set as type Dollars. These variables have an associated format type. The variable

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type Date Time must be formatted to suit the variable populated from the database query.
The available options display in Figure 44.

Figure 44: Date format options

12. Select MMDDYYY as the Date Format for the due date variable (OB_DueDate).
NOTE: The balance due variable (OB_Balance) can have either Currency Format selected.
The currency format is only used when writing data to a database.
13. Configure the exception branches, Timeout, Invalid, and Failure, as needed.
14. As a final step in configuring the success branch of the Make Call activity, under the Menu
activity, add a Query activity.
This query updates the SQL table to indicate that the call has been completed, ensuring that
number is not called again.
To configure the failure branch of the Make Call activity
1. Under No Answer, add and configure a Query activity that updates the customer status in
the database to 'No Answer' when the customer does not answer the call. The next time this
number is selected from the list, the system will attempt to call it again.
2. Under Destination Busy, add and configure a Query activity that updates the customer
status in the database to 'Destination Busy' when the busy signal is encountered. The next
time this number is selected from the list, the system will attempt to call it again

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3. Under Invalid Destination, add and configure a Query activity that updates the customer
status in the database to 'Invalid' when the number called is out of service. The next time this
number is selected from the list, the system will not attempt to call it.
4. Under Failure, add and configure a Subroutine activity that advises the Administrator when
there are problems with the workflow.
Adding this subroutine is recommended in order to help error proof the workflow.
After configuring the outbound workflow, associate it to a port. An outbound workflow cannot be
associated to a hunt group. See "Associating workflows to devices" on page 228.

DIAL ACTIVE DIRECTORY WORKFLOW CONFIGURATION

This section demonstrates how to build a workflow that uses an LDAP connection to a Windows
Active Directory domain to retrieve phone numbers and transfer the caller to the retrieved extension.
This example is composed of a main workflow and a subroutine that contains an LDAP query. The
caller is presented with a menu that prompts them to enter the extension of the party they wish to
reach. If they know the extension they can dial it at any time or they can dial by name (by pressing 1)
or choose to speak to the operator (by pressing 0). When the caller chooses option 1, the workflow is
directed to the Dial By Active Directory (DialByAD) subroutine. Subroutines are recommended when
a call process contains many activities or repeating tasks. In this case, the DialByAD subroutine
contains several activities. Segregating it from the main workflow simplifies the process.
Figure 45 depicts the final, post-configuration version of the Dial Active Directory workflow.

Figure 45: Dial Active Directory workflow

Figure 46 depicts the final, post-configuration version of the DialByAD subroutine.

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Figure 46: DialByAD subroutine

Preliminary configuration
Before creating the workflow, you must configure the required variables and prompts.
Create the following list of variables along with their associated variable type. (See Figure 47.)

Figure 47: Required variables

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After creating the variables, configure applicable prompts as shown in Table 13.

Table 13: Required prompts

PROMPT NAME SCRIPT

Thank you for calling. If you know the extension of the party you
DialAD Main Menu wish to reach, dial it now. To dial by name, press 1. For operator
assistance, press 0.

DialAD Name from Using your touchtone keypad, please type the last name of the
Dialpad person you wish to reach, followed by the pound (#) sign.

DialAD Did you mean ...

NOTE:This prompt <DAD_TempWav> If this is the person you want to reach, press 1.
references the variable If not, press star (*).
DAD_TempWav created
earlier

Creating the main Dial Active Directory workflow

Now that you have created the variables and prompts, you can create the main Dial Active Directory
workflow.
1. Click IVRRouting=>Workflows.
2. Click Add and select Voice=>Inbound as the workflow type from the drop-down list.
3. In the Properties pane, configure the workflow properties as needed.
4. Add an Answer activity and a Hang Up activity onto the Workflows canvas.
5. After the Answer activity, add a Menu activity.
6. Click Save.
The next step in creating the Dial Active Directory workflow is configuring the Menu activity.
To configure the Menu activity
1. Select the Menu activity on the Workflows Canvas and, in the Properties pane, configure the
Menu properties.
2. Enter an appropriate Name for the menu and add a Prompt to play a greeting message to the
caller (DialAD Main Menu, as shown in Table 13).
See Figure 48 for suggested configuration settings.

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Figure 48: Main Menu activity properties configuration

3. Right-click the Menu activity and add the three digit options as follows: 1 - Dial by AD, 0 -
Operator, and Any Characters.
NOTE: The In Between Digit Delay function allows the system to wait for one second (default
value) after hearing the first DTMF tone from the caller to see if another digit will be pressed
before processing the call.
4. In the Properties pane, configure the Menu options.
NOTE:It is important to give each menu option branch an appropriate name as doing so
simplifies the troubleshooting process when interpreting log files.
See Figure 49.

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Figure 49: Menu option configuration

5. In the 0 Operator and the Any Characters branches of the menu options, add a Transfer
activity.
6. Right-click the Transfer activity that follows 0 Operator and select Destination.
7. In the Properties pane, after Destination, type the extension that reaches the operator in
your organization.
8. Right-click the Transfer activity that follows Any Characters and select Destination.
9. Configure the Destination as the variable <<LastMenuCollectedDigits>>.
This sets the entry that is received by the Menu activity as the transfer point.
10. Name the Timeout, Invalid, and Failure branches of the Menu activity according to best
practices. Use the nomenclature br<PARENT_MENU><OPT>.
Following this naming convention simplifies the troubleshooting process when searching
through log files. See Table 14 for an example of best practice naming conventions.
11. Click Save.

Table 14: Best practice naming convention example

MENU BRANCH NAMING CONVENTION

Timeout brmnMain1OPTTIME

Invalid brmnMain1OPTINV

Failure brmnMain1OPTFAIL

Now that the main Dial Active Directory workflow has been configured, the DialByAD subroutine
must be configured and added to the overall workflow.

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Configuring the DialByADsubroutine

If the caller knows the last name of the person they are trying to reach, they enter the matching digits
in their dial pad. The dial pad compare feature is used to support this search function. The first step in
being able to access this functionality is to collect the digits. This is done via a Collect Digits activity
within the subroutine.
To configure the DialByAD subroutine
1. Click Subroutines=>Add=>Voice=>Inbound.
2. In the Properties pane, after Name, type DialByAD.
3. Add a Collect Digits activity to the subroutine.
4. Select the Collect Digits activity and, in the Properties pane, after Name, type Get Last
Name and after System Name, type cdGetLastName.
5. Configure the Go To activities in the Timeout and Invalid branches to return to the Get Last
Name Collect Digits activity.
See Figure 50.

Figure 50: Collect Digits activity

6. Name the Success, Timeout, Invalid, and Failure branches according to best practices, as
shown in Table 15.

Table 15: Best practice naming convention example

MENU BRANCH NAMING CONVENTION

Success brcdGetLastNameSUCC

Timeout brcdGetLastNameTIME

Invalid brcdGetLastNameINV

Failure brcdGetLastNameFAIL

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7. Right-click the Get Last Name Collect Digits activity and select Edit Variable Settings.
The Collect Digits settings window opens.
8. Select the appropriate options for each value in the Collect Digits settings window.
The Variable should be unique to this workflow and be of the Variable Type Number. In this
case, the variable <<DAD_Ext-Lookup>> is used.
NOTE: This example uses a greeting that asks the caller to enter the last name of the person
they are trying to reach by using their dial pad and pressing pound (#) when finished. The
settings and greeting verbiage you choose are dependent on your environment and needs.
9. Click OK.
10. Click Save to save the subroutine.
This example performs a lookup based on the last name of the employee in Active Directory.
However, the procedure can easily be converted to use the first name or a different value altogether.
When a caller successfully enters digits they are branched down the Success branch in the Collect
Digits activity. In the Success branch, a Query to Active Directory is inserted to search for the
requested employee. Prior to this action, a new data provider must be created.

Configuring the LDAP data provider

To configure the LDAP data provider
1. Click Data providers=>Add and select LDAP from the drop-down list.
2. Enter the appropriate settings for the Active Directory domain, including a user with read
access.
3. Click Test Connection to attempt to connect to the domain.
This example connects to a local domain labeled 'PFSE Domain'.
4. Click Save.

Configuring the Active Directory LDAP query

This example queries based on the employees last name and returns their extension to which the
call is then transferred. The Last Name, Display name, and Telephone number fields from the user
object in Active Directory are accessed. In addition, the objects will return a .wav file so the names
can be read back to the caller. It is suggested that each employee record their name to use as a
customized .wav file. In this example, the customized employee name .wav files are stored in the
Telephones tab in Active Directory. Note that this location must be accessible from the IVR Routing
instance performing the query and readback. See Figure 51.

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Figure 51: Customized .wav file storage in Active Directory

To configure the Active Directory LDAP query
1. Add a Query activity to the Success branch of the Get Last Name Collect Digits activity.
2. Select the Query activity and, in the Properties pane, enter an appropriate Name and
System Name.
This example uses 'Get User from AD PFSE.LOCAL' and 'qrPFSEAD' respectively.
3. Name the Success and Failure branches in adherence with best practices. In this case,
Success: brqPFSEADSUCC and Failure: brqrPFSEADFAIL.
4. Right-click the Query activity and select Edit Database Provider.
5. In the Select Connection window, choose the appropriate provider.
This example uses PFSE Domain.
6. Right-click the Query activity and select Edit Query Definition.
7. Under Query Type, select Advanced Query and, under Settings, enter the following query:
select info,telephoneNumber,CN from 'LDAP://PFSE.LOCAL where
objectClass='user' AND sn = '@LastName'.
An advanced query is necessary in this example to enable the return of multiple variables. If
there was only a need for a single variable, a simple query would suffice.
8. Click Execute.

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9. In the Parameters window, select the Value of 76 for @LastName and select the Use
Dialpad Compare check box.
The value of 76 is translated into the following when using the dialpad compare feature: p, pn,
Po, Q, Qm, Qn, Qo, R, Rm, Rn, Ro, S, Sm, Sn, So.
10. Click Run.
The command runs and the Database Lookup window for the Advanced Query opens.
11. Confirm correct configuration by clicking the Test Results tab and checking the info column
to ensure the expected result(s) were returned.
12. In the Variable Assignment tab, select appropriate variables for the returned values.
In this example, CN is used for the common name of the Active Directory object (display
name in Active Directory) and telephoneNumber for the extension of the user being queried.
The information from the Telephones tab is also returned as it contains the location of the .wav
file to be played. (See Figure 52.)

Figure 52: Variable assignment

13. In the Parameter Assignment tab, select the variable that was populated in the Collect
Digits activity, cdGetLastName. In this case, DAD_Ext-Lookup.
Configuring the parameter assignment with a variable replaces the query with the appropriate
run-time information. (See Figure 53.)

Figure 53: Parameter Assignment

Configuring the Success branch of the query

Now that information has been retrieved via the LDAP query, the process loops through the results
until the correct one is found. The customized employee name .wav file is played and the caller is
asked if that is the individual they want to reach. Once the correct name is found, the caller is
transferred to that destination and the workflow is terminated.

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To configure the Success branch of the query

1. Add a Menu activity into the Success branch of the Query activity (Get User from AD
PFSE.LOCAL).
2. Select the Menu activity and, in the Properties pane, enter appropriate information for the
Name and System Name.
This example uses 'Did you mean?' and 'mnDidYouMeanQ', respectively.
3. Under Prompt, in the Properties pane, select Existing Prompt from the drop-down list and
choose the prompt called DialAD Did you mean
4. Right-click the Menu activity and add a digit option for 1.
5. Name the Menu branches in accordance with best practices, as shown in Table 16.

Table 16: Best practice naming convention example

MENU BRANCH NAMING CONVENTION

1 brmnDidYouMeanQOPT1

Timeout brmnDidYouMeanQTIME

Invalid brmnDidYouMeanQINV

Failure brmnDidYouMeanQFAIL

6. In the Failure branch, add Hang Up activity

7. In the Timeout and Invalid branches, remove the default Play and Go To activities.
8. Removing these activities ensures that if the returned employee extension is not the correct
one, the parent Query activity will move on to the next result found and offer it to the caller
instead.
9. In the Digit option 1 branch, add a Play activity, a Transfer activity, and a Hang Up activity.
10. Name the activities, according to best practices, as shown in Table 17.

Table 17: Option 1 activity naming example

ACTIVITY NAME SYSTEM NAME

Play Transferring your call pfTransferring

Transfer Xfr To Extension xfrToExt

Transfer Branch Failure brxfrToExtFAIL

Hang Up Hangup After Transfer hgTransfer

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11. Choose an applicable prompt for the Play activity.

This example uses a prompt called 'DAD Transferring' that plays a .wav file that says:
'Transferring your call now.'
12. Right-click the Transfer activity and select Destination.
13. In the Select a device window, select Variable and choose the appropriate variable assigned
in the LDAP query.
14. Click Save.

SYNCHRONIZING IVR ROUTING SERVERS

IVR Routing servers across your enterprise are synchronized so that saved changes made to one or
more remote servers are automatically applied to other servers. The IVR Sync status column in
YourSite Explorer enables you to monitor synchronization across servers after saving changes to
media servers, workflows, and subroutines. Prompts show synchronization status directly on the
Prompts page.
All synchronization information displays in real-time. If synchronization is unsuccessful, a message
displays in all applicable IVR Sync Status columns and in the device page header. Detailed
information also displays in YourSite Explorers RSS feed. For more information on alarms in
MiContact Center, see "Monitoring and alarming subsystem" on page 132. For information on
specific alarm messages, consult the following Mitel Knowledge Base article:
http://micc.mitel.com/kb/KnowledgebaseArticle51286.aspx.
Only one set of pending changes to a specific device can be saved at any time. If another user saves
changes to the same device you are updating, before you save your changes, you will see the
synchronization in YourSite Explorer and will receive an error message when attempting to save
your changes. In these instances you must refresh YourSite Explorer after the other users changes
have been saved and synchronized. You may then re-enter and save your changes. We recommend
you save changes to IVR Routing devices frequently, in order to avoid losing work.
Table 18 lists the IVR Routing synchronization states and the corresponding messages in each
devices IVR Sync Status column. The same information displays in the device page header.
NOTE:
l If synchronization does not complete in one minute's time, you receive the synchronization
failure message as listed in Table 18.
l Only media servers running IVR Routing display the IVR Sync Status column.
l Prompts show synchronization status only when you add a new custom .wav file to an
existing prompt. Otherwise, the synchronization status on the Prompts page displays as
'Sync Completed'.

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Table 18: Synchronization state and IVR Sync Status messages by device
SYNCHRONIZATION STATE IVR SYNC STATUS MESSAGE DEVICE

No synchronization taking
Sync Completed All
place

Workflow, prompt,
Syncing IVRs X/Y Completed
Currently synchronizing subroutine
Synching <device name>
Server

All servers are synchronized Sync Completed All

Failed <device name> Server

Synchronization failure 'Sync Incomplete. See the Server page Workflow, prompt,
to view the Status of Remove Servers. subroutine

IVR services are stopped or the server is

IVR Routing Service disruption All
offline

CONFIGURING IVR ROUTING FOR HOT FIXES

Hot fixes are applied on the Enterprise Server and, if the hot fix applies to client applications, it is
then distributed to remote clients via the MiContact Center Updater Service.
When you apply a hot fix to a single server configuration of IVR Routing, your extensions will
become unavailable until the hot fix is complete. If you are running an IVR Routing configuration with
one or more Remote Servers, however, you can distribute your extensions between your Enterprise
Server and Remote Servers both before and during the application of the hot fix to minimize the
impact on your contact center and preserve contact center functionality.
NOTE: You must close all instances of YourSite Explorer before installing a hot fix on the Enterprise
Server, including instances of YourSite Explorer on Remote Servers. This ensures that Remote
Servers are updated successfully.
For more information on IVRRoutings possible configurations, see "IVR Routing Architecture" on
page 504.

APPLYING A HOT FIX IN A SINGLE SERVER CONFIGURATION

When applying a hot fix on a single server configuration of IVR Routing, you download the hot fix and
then run it.
For more information on single server configurations, see "Resilient Configuration" on page 504.
CAUTION: While the hot fix is being applied, all active calls in your contact center will be lost. In a
single server configuration, your IVR Routing extensions will be unavailable during the update
process (approximately up to 30 minutes).

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To apply a hot fix on a single server configuration of IVR Routing

1. Run the hot fix.
If you have any active calls in queue, you will receive a pop-up warning that they will be
dropped during the installation.
2. Follow the installation wizards instructions.

APPLYING A HOT FIX IN A SINGLE REMOTE SERVER

CONFIGURATION
If IVR Routing is configured with a single Remote Server, you can minimize contact center
functionality loss while applying a hot fix.
Hot fixes are applied to your Enterprise Server first and then to Remote Servers. By moving
extensions back and forth between your Enterprise Server and your Remote Server during the
update process, you can minimize the loss of your contact center functionality by keeping your
extensions on the server that is not currently being updated with a hot fix. The amount of time it
takes to move extensions from your Enterprise Server to your Remote Server depends on the
distance between your servers and the network communication speeds between them.
NOTE: You must close all instances of YourSite Explorer before installing a hot fix on the Enterprise
Server, including instances of YourSite Explorer on Remote Servers. This ensures that Remote
Servers are updated successfully.
For more information about single Remote Server configurations, see "Redundant Configuration" on
page 505.
To apply a hot fix on a single Remote Server configuration
CAUTION: Queue statistics will not be available while running the hot fix. If you have any conditions
or announcements based on MiContact Center data, these will not function during the hot fix
application.
1. Run the hot fix.
2. Follow the installation wizards instructions.
3. Once the hot fix on the Enterprise Server is complete, click Finish.
4. In YourSite Explorer, disable the This is a remote port check box for the extensions on the
Remote Server.
The extensions relocate to the Enterprise Server. The hot fix is automatically applied to the
Remote Server.
5. When the hot fix is finished installing on the Remote Server, in YourSite Explorer, enable the
This is a remote port check box for each extension that was originally located on the
Remote Server before applying the hot fix.
6. Click the browse button beside the Remote Server field.
7. Select your Remote Server.
8. Click OK.
The extension will be moved back to your Remote Server.

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APPLYING A HOT FIX IN A MULTIPLE REMOTE SERVER

CONFIGURATION
When IVR Routing is part of a configuration with multiple Remote Servers, you can apply a hot fix
with either a partial or minimal loss of contact center functionality during the update. Hot fixes are
applied to Enterprise Servers first and then to Remote Servers. By moving extensions back and forth
between your Enterprise Server and your Remote Server during the update process, you can limit or
minimize the loss of your contact center functionality by keeping your extensions on the server that
is not currently being updated with a hot fix. The amount of time it takes to move extensions from
your Enterprise Server to your Remote Server depends on the distance between your servers and
the network communication speeds between them.
With multiple Remote Servers, this can be a time consuming process. By accepting some loss of
contact center functionality during the hot fix, you can minimize the time spent configuring and
shifting IVR Routings extensions between your Enterprise Server and your Remote Servers during
the update process. Alternatively, you can shift all extensions between the Enterprise Server and the
Remote Servers during the application of the hot fix, losing none of your contact center functionality
during the application of the hot fix.
NOTE: You must close all instances of YourSite Explorer before installing a hot fix on the Enterprise
Server, including instances of YourSite Explorer on Remote Servers. This ensures that Remote
Servers are updated successfully.
For more information about multiple Remote Server configurations, see "High Availability
Configuration" on page 506.
To apply a hot fix to a multiple Remote Server configuration with a partial loss of service
1. Open YourSite Explorer.
2. Select IVR Routing=>Extensions.
3. For each IVRRouting extension on your Enterprise Server, under Port State, enable the This
is a remote port check box.
NOTE: For ease of reassigning extensions to their original configuration, it is recommended
that you note the original configuration of your extensions before re-assigning them between
the remote and Enterprise Servers.
4. Click the browse button beside the Remote Server field.
5. Select a Remote Server.
6. Click OK.
The extension moves to your Remote Server.
7. Click Save in the ribbon.
8. Run the hot fix.
If you have any active calls, you will be warned that they will be dropped during the
installation.

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9. Follow the installation wizards instructions.

10. In YourSite Explorer, disable the This is a remote port check box for the extensions on the
Remote Server that were originally on the Enterprise Server.
The extensions relocate to the Enterprise Server. The hot fix is automatically applied to the
Remote Server.
CAUTION: When you start applying the hot fix on your Remote Servers, you will lose any
current calls to your contact center that are using the extensions on your Remote Servers.
These IVR Routing extensions will remain unavailable during the update process (up to
approximately 30 minutes).
11. Allow the MiContact Center Updater Service to update the Remote Servers.
To apply a hot fix to a multiple Remote Server configuration with a minimal loss of service
1. Open YourSite Explorer.
2. Select IVR Routing=>Extensions.
3. For each IVR Routing extension on your Enterprise Server, under Port State, enable the This
is a remote port check box.
NOTE: For ease of reassigning extensions to their original configuration, it is recommended
that you note the original configuration of your extensions before re-assigning them between
the Remote and Enterprise Servers.
4. Click the browse button beside the Remote Server field
5. Select a Remote Server.
NOTE: It is easier to put the Enterprise Server extensions on a single Remote Server but you
can distribute them amongst your Remote Servers if you choose.
6. Click OK.
The extension moves to your Remote Server.
7. Click Save in the ribbon.
8. Run the hot fix.
If you have any active calls, you will be warned that they will be dropped during the
installation.
9. Follow the installation wizards instructions.
10. In YourSite Explorer, disable the This is a remote port check box for the extensions on the
Remote Servers.
The extensions relocate to the Enterprise Server. The hot fix is automatically applied to the
Remote Server.
11. When the hot fix is finished installing on the Remote Servers, in YourSite Explorer, enable the
This is a remote port check box for each extension that was originally located on the
Remote Server before applying the hot fix.
12. Click the browse button beside the Remote Server field.
13. Select your Remote Server.
14. Click OK.
The extension will be moved back to your Remote Server.
15. Repeat steps 11-14 for the other extensions from the Remote Server until all extensions are
returned to their original configuration.

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REMOTE SERVER INSTALLATION

Overview of Remote Server installation

MiContact Center Installation and Administration Guide

REMOTE SERVER INSTALLATION

A Remote Server, optionally installed at a remote site, performs many of the functions of the
Enterprise Server without requiring you to install an additional Enterprise Server or upgrade your
licensing.
Remote Servers collect and stream ACD/SMDR data from media servers to the Enterprise Server
over TCP/IP. The Enterprise Server gathers, summarizes, and writes the data to a SQL database for
monitoring and reporting purposes.
Should the link to the Enterprise Server go down, Remote Servers will buffer ACD/SMDR data until
communication is restored and the data can be streamed. Note that if the link between the Enterprise
Server and a Remote Server goes down, the managers and supervisors cannot view real-time data
from the Remote Server until the connection is restored.
NOTE:
l You require a Network License to collect data using a Remote Server. For more information,
see the MiContact Center and Business Reporter System Engineering Guide.
l A single Remote Server can collect ACD/SMDR data from up to 65 voice media servers. If
attempting to collect data from more than 65 PBXs with a single Remote Server, customers
can contact their approved vendor. Certified channel technicians can contact Mitel Technical
Support for guidance.
Using a remote server, you can
l Create a remote IVR Routing instance. This enables IVR Routing instances to continue to
function if they lose access to the primary database or site.
See "Configuring IVR Routing on Remote Servers" on page 392.
NOTE: If the connection from Remote Servers to the Enterprise Server goes down, loss of
real-time connectivity affects all workflow components that depend on data derived from real-
time queue statistics including queue condition activities, Updated Position in Queue (UPiQ)
messages, and prompts based on real-time statistics.
l Monitor MiContact Center services activity and collect data on alarms.
The Remote Server can monitor its performance and notify the Enterprise Server when server
states surpass configured alarm thresholds. You configure alarm thresholds and view alarms
for Remote Servers in YourSite Explorer. For more information on server-side alarms, see
"Monitoring and alarming subsystem" on page 132.
l View the status of data collection on the Remote Server.
You can view real-time ACD and SMDR data collection by clicking the Data Link button,
located in the YourSite Explorer ribbon when a 3300 ICP media server has been selected. For
more information, see "Verifying media servers are receiving telephone system data " on page
22.
l Display real-time performance statistics and text messages from the Remote Server on LED
wall signs.
You can run WallBoarder on Remote Servers to keep agents and employees throughout your
contact center aware of enterprise-wide statistics and key messages. For more information,
see "Configuring WallBoarder" on page 177.

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 Overview of Remote Server installation

This section
l Provides an overview of Remote Server installation
l Explains how to install the Remote Server software and modify installed components and
features
l Explains how to configure IVR Routing on Remote Servers
The Remote Server installation includes
l MiContact Center Data Collection Service
l MiContact Center MiTAI Proxy Service
l Remote Routing Services, for IVRRouting
l MiContact Center Wallboard Service
l MiContact Center Updater Service
l CCMWeb
l Contact Center Client
l YourSite Explorer

OVERVIEW OF REMOTE SERVER INSTALLATION

To install a Remote Server, you
l Provision a Remote Server at a site and ensure any applicable media servers are configured.
For more information on configuring media servers, see "Adding media servers" on page 45.
l Install the Remote Server software.
See "Installing the Remote Server software" on page 389.
l Configure IVR Routing on the Remote Server, if desired.
See "Configuring IVR Routing on Remote Servers" on page 392.
l Verify data is streaming from the Remote Server to the Enterprise Server.
See "Verifying that ACD and SMDR data are streaming" on page 22.

INSTALLING THE REMOTE SERVER SOFTWARE

You install the Remote Server software on a computer other than the Enterprise Server. The
computer on which you install Remote Server software must meet the appropriate hardware and
software requirements. See the MiContact Center and Business Reporter System Engineering
Guide for more information.
NOTE: If you have Remote Servers in your enterprise, they are prompted with an update by the
MiContact Center Updater Service following the upgrade of the Enterprise Server.
To install the Remote Server software
1. On the client computer, in a supported browser, type http://[your Enterprise Server IP
address]/CCMWeb.
2. If prompted, type your username and password and click Login.
3. Hover over Help and select Software downloads/Installations.
4. Click Remote Server Pack.
5. Click Run.

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The MiCC Setup wizard opens.

6. Click Remote Server Pack.
7. If you want to install the Remote Server Pack in an alternate folder, click Browse to select the
location.
The default destination folder is <drive>:\program files (x86)\Mitel\MiContact Center\.
8. Enter the IP address of the Enterprise Server.
9. If you use Secure Socket Layer, select the I want to use SSL check box.
For more information on planning, deploying, and securing communications with MiContact
Center, please refer to the MiContact Center and Business Reporter System Engineering
Guide.
10. Select the I want to specify a different Updater source check box and enter the IP address
of the Remote Server you will use as a source for updating clients instead of the Enterprise
Server.
If you have clients that are connected from a remote site, to reduce traffic across the network,
you can program these clients to update from a remote server instead of the Enterprise
Server.
11. Click Next.
12. Toggle the switches to On or Off to select the features you want to enable on the Remote
Server.
13. Click Next.
The MiCCSet up wizard installs pre-requisite software and, if applicable, displays relevant
warnings.
14. Click Next.
15. Enter the username and password that will be used to control Windows services.
16. Click Next.
The MiCCSet up wizard installs the remote server software and, if applicable, displays
relevant warnings.
17. Click Next.
18. Select the appropriate check box to either launch YourSite Explorer now or on system start
up.
19. Click Finish.

MODIFYING REMOTE SERVER INSTALLED COMPONENTS

AND FEATURES
The MiCC Setup wizard can be rerun at any time to modify the components and feature choices you
selected during the installation of MiContact Center remote server software.
CAUTION: If the MiCC Setup wizard has already been run successfully, re-running it will undo the
Remote Server configuration settings you previously specified. You must complete the MiCC Setup
wizard each time you run it or the Remote Server will not function properly.

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To modify Remote Server installed components and features

1. In Windows, open the Mitel program folder and launch MiCC Setup.
2. Click Repair Remote Server Pack.
3. Follow the steps as described in "Installing the Remote Server software" on page 389,
ignoring the download instructions and modifying components and features as needed during
the installation process.

UNINSTALLING REMOTE SERVER MiCONTACT CENTER

SOFTWARE
To uninstall Remote Server software
1. In Windows, open the Mitel program folder and launchMiCCSetup.
2. Click Uninstall Remote Server Pack.
3. When the warning displays, click Yes.
4. Click Finish.

VERIFYING NAME CHANGES OF REMOTE SERVERS

If you change the name of a remote server, you must perform several configuration steps to verify
that YourSite Explorer recognizes the name change and points to the renamed remote server as
expected.
To verify the name change of a remote server
1. On the Remote Server, after changing the Remote Servers computer name, start Regedit.
2. Navigate to prairiefyre Software Inc\CCM\Common
The path is \HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\prairieFyreSoftware
Inc\CCM\Common\ComputerName.
3. Right-click ComputerName and select Modify.
4. Under Value Data, enter the new name of the Remote Server.
5. Click OK.
6. On the Remote Server, start the Contact Center Management Configuration Wizard.
The Remote Server Configuration Wizard opens.
7. Run the Remote Server Configuration Wizard.
8. On the Enterprise Server, open YourSite Explorer.
9. Click Media servers.
Verify that media servers are pointing to the new remote server name.
10. Click Extensions.
Verify that remote ports are pointing to the new remote server name.
11. Click Servers
The renamed server is listed as a new entry. The server with the old name is listed as a
separate entry.
12. Select the old server entry.
13. Click Delete.
14. Click OK.

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CONFIGURING IVR ROUTING ON REMOTE SERVERS

Configuring IVR Routing instances on a Remote Server enables IVR Routing to run independently
from the Enterprise Server. These IVR Routing servers can continue to function if they lose access
to the Enterprise Server. IVR Routing servers throughout your enterprise are synchronized so that
changes made to one server are applied to other servers in real-time. After making changes to media
servers, workflows, subroutines, or prompts, you can monitor the synchronization status of IVR
Routing instances in YourSite Explorer.
Note that, in the rare event of an Enterprise Server outage, loss of real-time connectivity affects all
workflow components that depend on data derived from real-time queue statistics, for example,
queue condition activities and Updated Position in Queue (UPiQ) messages.
If you are licensed for one instance of IVR Routing only and configure IVR Routing on a Remote
Server, the Enterprise Server remains available as a backup. If the Remote Server on which IVR
Routing is configured goes offline and you are licensed for one instance of IVR Routing, you must
reassign the IVR Routing ports back to the Enterprise Server in order for IVR Routing functionality to
continue. See "Assigning IVR Routing Remote Server ports to the Enterprise Server" on page 393.
NOTE:
l The MiContact Center Inbound Router Service should be left running on the Enterprise Server.
Optionally, if the Enterprise Server is not intended to use IVR Routing functionality, the
Enterprise Server's memory usage can be decreased by disabling the following services on
the Enterprise Server:
l MiContact Center Inbound Router Service
l MiContact Center Outbound Router Service
l MiContact Center UPiQ Service
l To replicate workflows and media on the IVR Routing Remote Server, we recommend that the
Enterprise and Remote Servers are on the same domain.
l If the Enterprise and IVR Routing Remote Servers are in a workgroup, ensure that the
workgroup names are identical, the user name and password for each server are identical, and
that the IVR Routing instances on each server are running under the same administrative login
credentials. To run the remote IVR Routing instance under the Enterprise Server's
administrative login credentials, see "Configuring remote IVR Routing communication with
the Enterprise Server" on page 393.
l If the IVR Routing instance runs PowerShell, Executable Application, or Batch scripts, ensure
the scripts are on a UNC share.
l You must have access to PowerShell scripts from the domain under which the MiContact
Center Inbound Router Service is running. For optimal functionality, ensure you have
permissions to access the UNC share where the PowerShell scripts are located. This is only
relevant if you have not disabled the MiContact Center Inbound Router Service.
l You must install Excel on every Remote Server in your enterprise if your workflows execute
Excel database queries.

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To install an IVR Routing instance on a Remote Server

1. Install the Remote Server software on the Remote Server. See "Installing the Remote Server
software" on page 389.
2. See the configuration procedures for IVR Routing in "IVRRouting" on page 206.
When you are configuring extensions, ensure you configure them as remote IVR Routing
ports, as follows.
3. In YourSite Explorer, click on IVR Routing=>Extensions.
4. Select every port you want to assign to the Remote Server.
You can select multiple ports by holding the Shift key.
5. From the Extension type drop-down list, select an extension type to assign to the ports.
NOTE: If you have a single IVR Routing instance, ensure that your ports are assigned to the
same server where the IVR instance resides, or you will exceed the licensed number of IVR
Routing servers assigned to your ports.
6. Select the This is a remote port check box for all ports you want to assign to the Remote
Server.
7. After Remote Server click the Browse button.
The Select a computer pane opens.
8. Select the computer that will act as the Remote Server and click OK.
9. On the ribbon, click Save.

Assigning IVR Routing Remote Server ports to the Enterprise Server

If you are licensed for one instance of IVR Routing only and the IVR Routing Remote Server ports go
offline, the Enterprise Server remains available as a backup. In this case, you must re-assign ports
from the offline IVR Routing Remote Server back to the Enterprise Server.
NOTE: If you disabled MiContact Center Inbound Router Service, MiContact Center Outbound
Router Service, and MiContact Center UPiQ Service, you must re-enable them before assigning
ports from the Remote Server back to the Enterprise Server.
To assign an IVR Routing Remote Server port to the Enterprise Server
1. In YourSite Explorer, click IVR Routing=>Extensions and select every port to assign back
to the Enterprise Server.
You can select multiple ports by holding the Shift key.
2. After Remote Server, click the Browse button.
3. Select the Enterprise Server and click OK.
4. Deselect the This is a remote port check box.
5. On the ribbon, click Save.
The ports are assigned back to the Enterprise Server.

Configuring remote IVR Routing communication with the Enterprise

Server
For remote IVR Routing instances to communicate with the Enterprise Server in a workgroup
configuration, all remote Routing Services, for IVR Routing, must run under the Enterprise Servers
administrative login credentials.

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To configure remote IVR Routing communication with the Enterprise Server

1. On the Remote Server, in Windows, navigate to Services.
2. Right-click MiContact Center Inbound Router Service and select Properties.
3. Click the Log On tab and select This account:.
4. After This account, type the administrator account's user name for the workgroup or click
Browse to search for it.
5. If you click Browse, under Enter the object name to select:, type the user name for the
administrators account and click OK.
6. After Password:, enter the accounts password.
7. After Confirm password:, re-enter the accounts password.
8. Click Apply and then click OK.
9. Repeat these steps for each MiContact Center Routing Service, for IVR Routing, on the
Remote Server.

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Chapter 7
CTIDEVELOPER TOOLKIT

Installing the CTIDeveloper Toolkit

Upgrading the CTI Developer Toolkit
CTI Developer Toolkit sample applications
Best practices for custom development
Common user scenarios and source code
examples
Troubleshooting CTIDeveloper Toolkit
issues
MiContact Center Installation and Administration Guide

CTI DEVELOPER TOOLKIT

NOTE:
l If you require the calculations used to populate reports to use in your custom application built
with the CTI Developer Toolkit, you can download these applications from Mitel Online under
Support=>SoftwareDownloads=>MiContact Center.
l In Version 7.0 and greater, the CTI toolkit application uses .NET Framework 4.5. When
upgrading from a pre-7.0 version, any third-party products that use the CTI Toolkit will need to
be recompiled using the latest CTI Toolkit dlls.
Mitel Computer Telephony Integration (CTI) Developer Toolkit is a programmable .NET C#
Dynamic-link library (DLL) that can be used in any .NET Framework 4.5 application or website.
The CTI Developer Toolkit is offered in two forms: server side and client side license. The server
side license provides the ability to insert custom real-time IVR collected data to each incoming call.
It also uses the Contact Center Screen Pop infrastructure to deliver third-party data to agents (using
either the client side license or Contact Center PhoneSet Manager). The client side license provides
basic telephony functions (answer, hang up, transfer, and hold), provides agent control (such as
set/remove Make Busy) and delivers caller information such as ANI, DNIS, Collected Digits, and
call notes in real time as calls arrive. The client side license may be used to display information in
CRM, Microsoft Outlook, or custom applications.
If you want to route or screen pop on digits or other data sets collected from a third-party IVR, you
must adhere to the following conditions:
l You must have a CTI Developer Toolkit Server license
l The third-party vendor must be a Mitel MSA Development partner. As a Mitel
MSADevelopment partner, they must have completed a MiTAI (API) integration that allows
them to pass the collected digits or other data set, along with a unique callID provided by this
API, enabling Mitel's Contact Center software to associate the collected digits to a particular
call with unique call IDmatching.
l If you want to route or screen pop on ANI or DNIS or on digits collected within the Mitel IVR,
the above are not required.
NOTE: Once you have installed the CTI Developer Toolkit, typically to <installation_
drive>:\Program Files (x86)\Mitel\CTI Developer Toolkit 8.0.0.0\, you can access the DLLs required
to create customized applications in the CTI Developer Toolkit\Redist folder. You must include the
entire Redist folder with your final compiled custom application or it will not function properly.
The CTI Developer Toolkit includes a number of sample applications, including source code, that
can be used to test CTI Developer Toolkit functionality. For a complete overview of the sample
applications included, see "CTI Developer Toolkit sample applications" on page 404.

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The CTI Developer Toolkit is currently available with the following functionality:
l Connect and disconnect from the MiContact Center Enterprise Server with user
authentication
l Retrieve devices from the MiContact Center configuration database, based on all
l All agent devices for the user currently logged on to the system
l All agent devices associated with employees
l All extensions
l All queues
l Set real-time monitors on agents, extensions, and queues to receive notification when
l A call is received (including call detail information)
l A device state changes (for example, idle, ACD, and hold)
l Set phone monitors on agents and extensions to receive notification when
l A call is received (including call detail notification)
l A call is made
l A call is cleared
l A call is transferred
l A call is conferenced
l A call is established
l A call fails
l Control a device (for example, set/remove Do Not Disturb or Make Busy)
l Make calls from agent or extension devices
l Place calls on hold
l Retrieve calls that are on hold
l Remove calls from queues
l Redirect calls from queues to agents/extensions
l Transfer or conference calls between agent and extension devices
l Clear calls for agent and extension devices
l Add call detail information from third-party IVRs and dialers. This information is available to
client applications in the Call Received event
Table 19 lists the major areas of functionality exposed with each version of the CTI Developer
Toolkit. The version specified indicates the most recent version, including any service packs
available to customers.

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Table 19: Supported functionality by version

VERSION 7.1 /
FUNCTIONAL AREA VERSION 6.0.3 VERSION 7.0
8.0 / 8.1

Application events

l Connection state changes x x x

l Configuration loaded x x x

Device Information

l Get all devices x x x

l Get all extension x x x

l Get all agents x x x

l Get all queues x x x

l Get agents by login x x x

l Get agents for all employees x x x

Device events1

l Device state changed x x x

l Voice events2

l Call info received x x x

l Call delivered x x x

l Call received x x x

l Call cleared x x x

l Call transferred x x x

l Call established x x x

l Call failed x x x

l Call diverted x x x

l Call originated x x x

l Call retrieved x x x

Extension events

l Extension state changed x x x

Agent events

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 Table 19: Supported functionality by version (continued)
VERSION 7.1 /
FUNCTIONAL AREA VERSION 6.0.3 VERSION 7.0
8.0 / 8.1

l Agent state changed x x x

Queue events

l Queue Now statistics x x x

l Queue totals statistics x x x

l Interactive Visual Queue delta x x x

l Interactive Visual Queue

x x x
snapshots

Voice control3

l Make call x x x

l Clear call x x x

l Answer call x x x

l Hold call x x x

l Retrieve held call x x x

l Conference call x x x

l Transfer call x x x

l Make consultation call x x x

l Transfer consultation call x x x

l Cancel consultation call x x x

l Trade call x x x

Agent control

l Login x4 x4 x4

l Logout x4 x4 x4

l Set Make Busy x x x

l Remove Make Busy x x x

l Set Do Not Disturb x x x

l Remove Do Not Disturb x x x

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Table 19: Supported functionality by version (continued)

VERSION 7.1 /
FUNCTIONAL AREA VERSION 6.0.3 VERSION 7.0
8.0 / 8.1

l Cancel Work Timer x x x

l Cancel reseize timer x5 x5 x5

l Conference call x x x

Queue control

l Redirect call x x x

l Remove call x x x

l IVR integration

l Add call detail 6 x x x

1 Device events are supported by all device types.

2 Voice events are supported by extension and agent devices

3 Voice control is supported by extension and agent devices.

4 Supports External hot desk agent and External hot desk user functionality.

5 The Cancel reseize timer agent control function requires External hot desk agent functionality.

6 The AddCallDetail method requires a CTI Developer Toolkit server license.

NOTE: The CTI Developer Toolkit may also be referred to as the prairieFyre.CallControl.Toolkit
namespace throughout this chapter and in the CHM help file documentation, as the CHM help file
included with the CTI Developer Toolkit is sourced from the source code, which refers to the
namespace by this name.
Table 20 lists and describes the top level classes available with the CTI Developer Toolkit.

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 Installing the CTI Developer Toolkit

Table 20: Primary object classes

CLASS DESCRIPTION

This class contains functionality to manage the connection to the

DeviceManager Enterprise Server and provides access to configured agents, extensions,
and queues.

This abstract class includes the core properties for all device types.
Device
Objects of this class may not be directly instantiated.

This class is derived from the Device class and serves as the base class
Voice for the agent and extension classes. It includes properties and
functionality that is specific to devices with voice characteristics.

This class is derived from the Voice class. It represents both traditional
ACD and hot desking agents. Specialized functionality handled in this
Agent
class includes agent control operations, such as agent login and
set/remove Make Busy.

This class is derived from the Voice class. It represents configured

Extension
extensions.

This class is derived from the Device class. It represents configured

queues. It includes properties and functionality that is specific to the
Queue
queue device. Specialized functionality handled in this class includes
set/remove Do Not Disturb, redirect call, and remove call.

INSTALLING THE CTI DEVELOPER TOOLKIT

Mitel CTI Developer Toolkit is a programmable, .NET, C# Dynamic-link library that can be used in
any .NET Framework 4.5 application or website. In order to install the CTI Developer Toolkit, you
must have MiContact Center installed and be licensed for the CTI Developer Toolkit.
Before installing the CTI Developer Toolkit, ensure
l The version of the CTI Developer Toolkit you are installing is compatible with the version of
the MiContact Center software you are using.
l You have access to the MiContact Center Enterprise Server.
l The MiContact Center Enterprise Server has been properly set up and configured with the
extensions, agents, and queues that you will be using with your custom application.
l The telephone system(s) in your enterprise has been properly set up and configured with the
extensions, agents, and queues that you will be using with your custom application. See the
Golden Rules documentation located in the Mitel Knowledge Base at:
http://micc.mitel.com/kb/TroubleshooterGuide50560.aspx.
l You have a supported version of Microsoft .NET Framework installed on your workstation.
See the MiContact Center and Business Reporter System Engineering Guide for supported
version information.
l You have an IDE installed on your workstation, either Visual Studio or SharpDevelop.

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To install the CTI Developer Toolkit

1. Log on to the Enterprise Server with a Windows administrator account.
The account must have full administrative privileges.
2. Ensure all of the Windows programs are closed.
3. Using a web browser browse to http://www.mitel.com.
4. Click Login.
5. Type your Mitel Online Username and Password and click Login.
6. Click Mitel Online.
7. Under Support click Software Downloads.
8. To download
l MiContact Center software, click MiContact Center=>MiContact Center Software
Download Current Release 8.1.
9. Under Optional Release Components, click CTI Developer Toolkit.
Occasionally, due to browser incompatibility, the link will not respond. If this happens, right-
click the link and select Open in new tab.
10. To download your software:
l Click I Agree [Download using Software Download Manager (Recommended)] to
download using the Software Download Manager.
l Click I Agree [Download using HTTP] to download using your browser.
NOTE: If you click I Disagree, you will be unable to download the software.
11. If you choose to download using the Software Download Manager, select the destination for
the download and click Save. When the file finishes downloading, click Launch.
12. If you choose to download using HTTP, depending on the options presented in your browser,
select whether to Save or Run the installation file.
l If you saved the file, browse to the downloaded installation file and run it.
The CTI Developer Toolkit Setup Wizard opens.
l If you ran the file, the CTI Developer Toolkit Setup Wizard opens when the file finishes
downloading.
13. Click Browse to select the location to which the install files will be extracted.
We recommend you do not alter the default path to which the files are extracted.
14. Click Next.
The End User License Agreement window opens.
15. To continue with the installation, select the I accept the terms in the License Agreement
check box and click Next.
The Custom Setup window opens.
16. To change the default location for the primary installation features (Documentation files,
Redistributable files, and Sample applications), click Browse, specify a new location, and
click OK.
NOTE:
l The Sample applications feature, and all sub-features within the Sample applications,
can be disabled by clicking the disk icon and choosing 'Entire feature will be
unavailable'.
l When the default installation location is customized for any of these product features,
the new location is automatically used by the other product features.

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 Installing the CTI Developer Toolkit

17. Click Next.

The Ready to install CTI Developer Toolkit window opens.
18. Click Install.
The CTI Developer Toolkit is installed.
19. When the installation is complete, click Finish.
Once the installation is complete, you should perform the steps listed below to ensure your
development environment and the servers you will be using are properly configured.
To verify your environment and servers are configured properly for the CTI Developer Toolkit
1. Load the DeviceMonitor.sln sample in your IDE and build the application.
2. Run the DeviceMonitor.exe application, verifying the following operations
l Connect to a MiContact Center Enterprise Server.
l Execute the Retrieve All Devices option on the Actions menu and verify that all
programmed devices are displayed.
Device level operations, such as SetMonitor, MakeCall, and Login will display a
message in the status bar indicating the number of devices affected by the operation.
Refer to this message and the device state image icon displayed next to the device
when performing the following tests.
l Select an extension device and perform the following operations
l Set Monitor
l Make Call
l Clear Call
l Select an agent device that is in the logged out state and perform the following
operations
l Set Monitor
l Login
l Set Make Busy
l Remove Make Busy
l Logout

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UPGRADING THE CTI DEVELOPER TOOLKIT

When upgrading from a previous version of the CTIDeveloper Toolkit to the latest version of the
CTIDeveloper Toolkit, we recommend you:
l Download the latest version of the CTIDeveloper Toolkit and install it on a development
machine.
l Locate the redistributable files under <installation directory>Redist and copy them over the
existing files in the custom written application.
l Recompile any applications developed on top of the CTI Developer Toolkit and test the
applications against the latest version of a MiContact Center Enterprise Server to ensure that
they behave as expected.
NOTE: Any applications being upgraded to Version 8.1 that use call details, such as a customer
screen pop application using variables from IVR, must replace the MiTAI call ID parameter with a
global call ID. AddCallDetail() and AddClientCallDetailMonitor_NoDevice() in the
DeviceManagerClass have been made obsolete and have been replaced with APIcalls that take the
MiTAI global call ID instead. Global call ID can be obtained from CallReceivedEvent.

CTI DEVELOPER TOOLKIT SAMPLE APPLICATIONS

There are currently four sample applications, including source code, that are included with the CTI
Developer Toolkit.
Device Monitor
The Device Monitor sample application provides a graphical user interface that enables developers
to connect to the MiContact Center Enterprise Server, retrieve a list of devices, perform agent
control activities on the retrieved devices (for example, login/logout, set/remove Make Busy, etc.),
perform call control activities (for example, make call, answer call, clear call, etc.), and retrieve call
event notifications. (See Figure 54.)

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 CTI Developer Toolkit sample applications

Figure 54: Device Monitor sample application

To use the CTI Developer Toolkit Device Monitor sample application
1. In Windows, navigate to the CTI Developer Toolkit and open Device Monitor.
2. Click File=>Connect.
3. Type the IP address of the Enterprise Server, user name, and password and click OK.
4. Click Devices and select one of the following options:
l Retrieve agents for current login
l Retrieve agents for all employees
l Retrieve all agents
l Retrieve all extensions
l Retrieve all queues
l Retrieve all devices
5. Once the devices you selected have loaded, you perform actions on the selected device(s) by
clicking Actions and selecting an available action or by right-clicking and selecting an
available action from the list:
l Set monitor=>Phone, Real time, All
l Remove monitor=>Phone, Real time, All
l Login
l Logout
l Set Make Busy
l Remove Make Busy
l Set DND
l Remove DND

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l Cancel Work Timer

l Make call
l Answer call
l Hold call
l Retrieve call
l Transfer call
l Conference call
l Clear call
l Add call notes
NOTE:Call notes are supported for inbound calls only.
l Make consultation call
l Transfer consultation call
l Cancel consultation call
l Trade call
Queue Monitor
The QueueMonitor sample application displays the functionality and support for queue device types
included with the CTI Developer Toolkit. The QueueMonitor application is similar to the optional
Interactive Visual Queue monitor that is housed in Contact Center Client. It enables developers to
connect to the MiContact Center Enterprise Server, load a set of queues, and view real-time call
activity (calls entering and exiting queues) and queue statistics (for example, calls waiting, number
of agents available, longest waiting, etc.). (See Figure 55.)

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 CTI Developer Toolkit sample applications

Figure 55: Queue monitor sample application

To use the CTI Developer Toolkit QueueMonitor sample application
1. In Windows, navigate to the CTI Developer Toolkit and open Queue Monitor.
2. Click File=>Connect.
3. Type the IP address of the Enterprise Server, user name, and password and click OK.
4. Click Actions.
5. Select one or more queues to open.
6. Click OK.
If you selected multiple queues, you can toggle between them using the tabs at the bottom of
the queue monitor.
7. Once the queues you selected have loaded, you perform actions on the selected device(s) by
clicking Actions and selecting an available action or by right-clicking and selecting an
available action from the list:
l Open queue
l Close queue
l Set DND
l Remove DND
l Redirect call
l Remove call

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Console Call Monitor

The ConsoleMonitor sample application displays call received information for either single or multiple
agents or extensions in a simple console application window. It is intended to be a very brief
example, with little error handling, that can be used to demonstrate the basics of coding screen pop
displays.
To use the CTI Developer Toolkit ConsoleCallMonitor sample application
1. In Windows, open the command prompt window.
2. Type cd "<installation_drive>:\Program Files (x86)\Mitel\CTI Developer Toolkit
8.0.0.0\\Samples\ConsoleCallMonitor\bin" and click Enter.
3. Type ConsoleCallMonitor.exe Device Number/Telephone System IP Address/Type
and click Enter.
The ConsoleCallMonitor application takes multiple parameters in the following form, Device
Number/Telephone System IP Address/Type. For example, 2000/10.1.1.1/Agent
1800/10.1.1.10/Extension would invoke agent 2000 on telephone system 10.1.1.1 and
extension 1800 on telephone system 10.1.1.10.
Console Queue Monitor
The ConsoleQueueMonitor sample application displays information on calls entering/exiting queues
and queue statistics in a simple console application window. Similar to the Console Call Monitor
application, it represents a minimal set of code required to build a real-time queue monitoring
application.
To use the CTI Developer Toolkit Console Queue Monitor sample application
1. In Windows, open the command prompt window.
2. Type cd "<installation_drive>:\Program Files (x86)\Mitel\CTI Developer Toolkit
8.0.0.0\Samples\ConsoleQueueMonitor\bin" and click Enter.
3. Type ConsoleQueueMonitor.exe Queue/Telephone System IP Address and click Enter.
The ConsoleQueueMonitor application takes multiple parameters, in the following form:
Queue/Telephone System IP Address. For example: P200/10.1.1.1 P180/10.1.1.10 would
invoke monitoring calls on two queues, queue P200 on telephone system 10.1.1.1 and queue
P180 on telephone system 10.1.1.10.

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 Best practices for custom development

BEST PRACTICES FOR CUSTOM DEVELOPMENT

The following best practices must always be followed when developing custom developments to
work in conjunction with MiContact Center software.
l When developing custom applications and integrations
l Verify that what you are attempting to build is possible by attempting the functions from
an alternate client application, such as Contact Center Client, the Device Monitor
sample application, or MiTAI Browser.
l Routinely check the log files of all related services, specifically the MiContact Center
Enterprise, MiContact Center Data Collection, and MiContact Center MiTAI Proxy
Services to ensure there are no unusual or unexpected warnings or errors.
l Routinely check the log files of alternative client applications for any unusual or
unexpected warnings or errors (as listed in the previous bullet).
The following best practices must always be followed when developing custom connectors to third-
party IVRs.
l Third-party IVR ports and IVRRouting ports must all be programmed in YourSite Explorer as
an extension type=>Messaging Port or RAD Port. When configuring the extension as a port
type, the disable real-time monitoring option will not be configurable.
l In addition to whatever custom data your third-party IVR is sending, it must also send the
same data that IVRRouting does (using the same naming conventions). These are PFANI,
PFCALLERNAME, and PFDNIS. This will ensure that the existing MiTAI record linking logic
within the MiContact Center Enterprise Server gets the correct information, which is typically
at the first controller/port.

COMMON USER SCENARIOS AND SOURCE CODE

EXAMPLES
This section details the following common user scenarios for developing custom integrations and
applications using the CTI Developer Toolkit
l Click to dial
l Call received notification
l Add call detail (using a third-partyIVR)

CLICK TO DIAL
NOTE: This code sample is not included in the sample project that is included with the CTI
Developer Toolkit.
The following C# code fragment provides sample source code that can be used to build a console
application with click-to-dial functionality.
static void Main()
{
DeviceManager dm = DeviceManager.Instance;

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string pbxIpAddress = "10.1.1.10";

string server = "the-CCM-server-IP-address-here";
string username = "your-username-here";
string password = "your-password-here";
Voice extension;
if (!dm.Connect(server, 5024, username, password))
{
Console.WriteLine("Uable to connect to server");
return;
}
extension = dm.GetDevice("1100", pbxIpAddress, DeviceType.Extension) as Voice;
if (extension == null)
{
Console.WriteLine("Unable to retrieve extension device");
return;
}
if (!extension.SetMonitor())
{
Console.WriteLine("Unable to monitor extension");
return;
}
extension.MakeCall("16135990045");
dm.ReleaseAllDevices();
dm.Disconnect();
Console.WriteLine("Exit application");
}
This source code will connect to the specific Enterprise Server using the supplied username and
password. It then initiates a call from extension 1100 on the telephone system with IP address
10.1.1.10 to the phone number 16135990045.

CALL RECEIVED NOTIFICATION

The following C# code fragment shows a condensed version of the source code provided with the
ConsoleCallMonitor sample application that is shipped with the CTI Developer Toolkit.
static void Main()

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 Common user scenarios and source code examples

{
DeviceManager dm = DeviceManager.Instance;
string pbxIpAddress = "10.1.1.10";
string server = "the-CCM-server-IP-address-here";
string username = "your-username-here";
string password = "your-password-here";
Voice extension;
if (!dm.Connect(server, 5024, username, password))
{
Console.WriteLine("Unable to connect to server");
return;
}
extension = dm.GetDevice("1100", pbxIpAddress, DeviceType.Extension) as Voice;
if (extension == null)
{
Console.WriteLine("Unable to retrieve extension device");
return;
}
if (!extension.SetMonitor())
{
Console.WriteLine("Unable to monitor extension");
return;
}
device.CallInfoReceived += CallInfoReceivedHandler;
Console.WriteLine("Listening for calls on extension 1100");
Console.WriteLine("Press any key to end application.");
while (!Console.KeyAvailable) ;
dm.ReleaseAllDevices();
dm.Disconnect();
Console.WriteLine("Exit application");
}
static void CallInfoReceivedHandler(object sender, CallInfoReceivedEventArgs e)

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{
Console.WriteLine("-----------------------------------------------");
Console.WriteLine("Call Info Received:");
Console.WriteLine(" Caller Name : " + e.Info.CallerName);
Console.WriteLine(" Caller Number : " + e.Info.CallerNumber);
Console.WriteLine(" DNIS : " + e.Info.DNIS);
Console.WriteLine(" Collected Digits : " + e.Info.CollectedDigits);
}

ADD CALL DETAIL (USING A THIRD-PARTY IVR)

The following C# code fragment shows a condensed version of using the AddCallDetail method so
toolkit users can invoke to add custom key/value pairs into call information.
In summary, this code fragment does the following:
l Device_CallReceived is an event handler that is invoked whenever a monitored IVR
extension/port receives a call. This is needed to acquire the MiTAI Call ID which is used to
link these extra information records (--w records in ACD data files) to other call records.
l When this event handler is invoked, it makes three sequential calls to the AddCallDetail
method, adding call values for the following keys: PFANI, PFCALLERNAME, and PFDNIS.
l The keys used above are the ones that the default screen pop display recognizes but
developers can easily make up their own key names as well, provided they have toolkit code
on the client side to pull the custom information from the CallInfoReceivedEvent notifications.
public void Device_CallReceived(object sender, CallReceivedEventArgs e)
{
Device device = sender as Device;
DeviceManager.Instance.AddCallDetail(
e.CallingDevice.CallReferenceID, device.PBXIPAddress, device.DeviceID,
"PFANI", "6135990045");
DeviceManager.Instance.AddCallDetail(
e.CallingDevice.CallReferenceID, device.PBXIPAddress, device.DeviceID,
"PFCALLERNAME", "John Smith");
DeviceManager.Instance.AddCallDetail(
e.CallingDevice.CallReferenceID, device.PBXIPAddress, device.DeviceID,
"PFDNIS", "8001");
}

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 Troubleshooting CTI Developer Toolkit issues

TROUBLESHOOTING CTI DEVELOPER TOOLKIT

ISSUES
Diagnosing any issues experienced while using the CTI Developer Toolkit requires a high level of
familiarity with MiContact Center and Business Reporter applications and CTI Developer Toolkit
functionality. This section details several troubleshooting tips and tricks when encountering issues
with CTI Developer Toolkit functionality.
The CTI Developer Toolkit and any custom applications created using it rely heavily on the proper
configuration and operation of the MiContact Center Enterprise Server. Ensuring that the server is
operating correctly is the first diagnostic step that should be taken when troubleshooting CTI
Developer Toolkit issues. This includes:
l Verifying that the CTI Developer Toolkit and MiContact Center software are compatible and
that you are properly licensed for the desired functionality.
l Verifying that all MiContact Center software pre-installation and post installation steps have
been completed.
l Checking the log files of all related services, specifically the MiContact Center Enterprise,
MiContact Center Data Collection, and MiContact Center MiTAI Proxy Services to ensure
there are no unusual or unexpected warnings or errors.
l Attempting the same operation using an alternate client application. This can be any of the
following, depending on the underlying issue:
l Contact Center Client
l Device Monitor sample application
l MiTAI Browser
l Checking the log files of alternative client applications for any unusual or unexpected
warnings or errors (as listed in the previous step).
l Confirming the telephone system conforms to the guidelines stated in the Golden Rules
document. In particular, aspects of the CTI Developer Toolkit rely on the ability to set MiTAI
monitors on devices. As such, the 'HCI Options' must be enabled for the Class of Service on
all monitored devices. For more information, refer to the following Mitel Knowledge Base
article: http://micc.mitel.com/kb/TroubleshooterGuide50560.aspx.

TROUBLESHOOTING SPECIFIC ISSUES

This section describes some specific problems that may be encountered when working with the CTI
Developer Toolkit and provides any recommended steps for diagnosing issues and potential
solutions.

Retrieve All commands does not display any devices

If any of the Retrieve All commands in the Device Monitor application return an empty list of devices,
there may be a configuration problem with the IPAddress values stored in the CCMData database
table named tblEnterpriseConfig_Node.
To troubleshoot this issue, run the following SQL query and pay particular attention to values in the
[IP Address] column. This query simulates the query used by the CTI Developer Toolkit and will
return a list of agents and extensions for all voice media servers.

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SELECT node.Name AS [Node],

node.IPAddress AS [IP Address],
'Agent' AS [Type],
device.FirstName AS [First Name],
device.LastName AS [Last Name],
device.Reporting AS [Reporting Number]
FROM tblConfig_Agent device INNER JOIN tblEnterpriseConfig_Node node
ON device.FKNode = node.Pkey INNER JOIN tblLookup_NodeType NodeType
ON node.FKNodeType = NodeType.Pkey
WHERE FKNodeFamily = 1
UNION
SELECT
node.Name AS [Node],
node.IPAddress AS [IP Address],
'Extension' AS [Type],
'' AS [First Name], -- No first name on extensions
'' AS [Last Name], -- No last name on extensions
device.Reporting AS [Reporting Number]
FROM tblConfig_Extension device INNER JOIN tblEnterpriseConfig_Node node
ON device.FKNode = node.Pkey INNER JOIN tblLookup_NodeType NodeType
ON node.FKNodeType = NodeType.Pkey
WHERE FKNodeFamily = 1
ORDER BY [Node], [Type]
The [IP Address] values in the query results should contain the IP address of the telephone system
that is associated with the voice media server. If this value is incorrect or blank, use YourSite
Explorer to set the IP address to the correct value.

GetDevice method fails or returns null unexpectedly

If a custom applications calls the GetDevice method and returns null even though the device is valid
and programmed in MiContact Center, there may be a timing issue with the Connect operation.
When a custom application calls the Connect method in the CTI Developer Toolkit, the operation
returns as soon as an authenticated connection has been established with the Enterprise Server.
However, there may still be some basic configuration loading occurring in the background, which
must complete before calls to GetDevice can be successful.
An event named ConfigurationLoaded is provided in the CTIDeveloper Toolkit, which is used to
notify custom applications that background configuration loading has completed. In previous

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 Troubleshooting CTI Developer Toolkit issues

versions, the Device Monitor sample application used a workaround method of issuing aSleep
method call on the active thread to give background configuration loading time to complete.

Agent control actions succeed while call control actions fail

In this scenario, agent control actions (for example, login, logout, and set/remove Make Busy)
succeed, while call control actions (for example, make call, answer call, and clear call) fail. The key
difference between these two types of operations is that call control actions require a MiTAI monitor
set on the device and agent control actions do not. Your investigation should start with an analysis of
MiTAI related configuration, including:
l Verifying that the MitaiEnabled flag set properly for devices in the database
l Checking telephone system (for example, HCI Options enabled)
l Confirming the telephone system version is supported

Unable to set monitor on agent device

In some cases, using the Device Monitor to issue a Set Monitor operation on an agent will fail. If you
have the Errors view open in the application, it displays a MiTAI error, indicating 'Operation failed:
MessageTag[8] ReturnCode [SXERR_FEATURE_NOT_ALLOWED]'
In this case, you should verify that the agent device is properly configured on the telephone system,
including HCI Options enabled for the associated Class Of Service.

Web service errors occurring in log files

If you encounter Web service error messages in log files and an application built with the CTI
Developer Toolkit is experiencing errors, check to ensure that the Microsoft.Web.Services3.dll file is
present under the Windows system directory or in the custom application directory.

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Chapter 8
CLIENT INSTALLATION

Client roles
Before running the client installation
Client installation process
MiContact Center Installation and Administration Guide

CLIENT INSTALLATION
The first time you install MiContact Center, you must go to each client computer to install the client
software. After the initial installation, the MiContact Center Updater Service will perform updates on
client computers each time the Enterprise Server is updated.
Client software can also be installed using an administrative procedure, enabling all clients to be
installed at once rather than individually. Refer to the following Mitel Knowledge Base article:
http://micc.mitel.com/kb/KnowledgebaseArticle52183.aspx.
If you are performing a client installation where connectivity to the Enterprise Server is not available,
you must follow the instructions for a silent installation. See the following Mitel Knowledgebase
article: http://micc.mitel.com/kb/KnowledgebaseArticle52335.aspx.
NOTE:
l The date format for MiContact Center is tied to the regional settings on your client computer.
For example, if you configure your computer to display the date as mm/dd/yyyy, when you
browse to the MiContact Center Web UI the MiContact Center applications display the date
as mm/dd/yyyy.
l The system administrator must provide all MiContact Center users with a user name and
password.
l After an upgrade is performed on the Enterprise Server, any clients that use the MiVoice
Border Gateway Connector to connect to the Enterprise Server should close MiVoice Border
Gateway Connector to allow pending updates to be applied. Once the MiVoice Border
Gateway Connector has been updated, it can be restarted.
l Launching client-side applications from the taskbar causes them to bypass the MiContact
Center Updater Service process. To ensure successful updates from the Enterprise Server,
after an upgrade close all client-side applications for 15 minutes or reopen them from the Start
menu.
l We recommend you install the Client Component Pack on computers used to run and view
reports. Without the Client Component Pack installed, users may experience errors caused
by permissions or network security. These issues are outside the scope of Mitel Technical
Support
l We recommend using Adobe Reader to view documents and reports in .pdf format and to view
online user guides and reports.

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CLIENT ROLES
The MiContact Center client installation includes the Client Role Selector. It is an installation wizard
that installs and enables the applications and components typically used by the following employee
roles:
l Supervisor
The Supervisor role is designed for supervisors and managers who monitor devices (for
example agents and queues) and schedule agents.
l Agent
The Agent role is designed for agents who monitor themselves and, possibly, other agents
and queues.
l Administrator
The Administrator role is designed for employees who manage the Enterprise Server.
l Custom
The Custom role is designed for employees who may perform the functions of a supervisor,
agent, and administrator and requires the use of a variety of applications.
After installing the Client Component Pack, you can re-run the MiCC Setup wizard on a client
computer at any time to change the components and applications installed on the client computer.
See "Modifying available client applications and client roles" on page 422.
Table 21 lists the components and applications available for installation with each client role
installation.
NOTE:
l If you want to customize the client installation, select Custom. For example, if a supervisor
also performs administrative functions, select the Custom role and choose the components
and applications the supervisor requires.
l The applications that display in the Client Component Pack installation are dependent on
licensing.

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Table 21: Client role installations

COMPONENTS
SUPERVISOR AGENT ADMINISTRATOR CUSTOM
/APPLICATIONS

Ignite* x x x

Contact Center Client x x x x

Flexible Reporting x x

Contact Center Softphone x x x

MiVoice Border Gateway

x x x
Connector

Workforce Scheduling x x

YourSite Explorer x x

Salesforce Connector x x x x

Employee Portal x x x x

Accessibility to components and applications is dependent on your licensing package. For more
information, see the licensing section in the MiContact Center and Business Reporter System
Engineering Guide.
* Ignite is available as either a desktop or Web version. In our documentation, we refer to desktop
Ignite and its features as Ignite (DESKTOP) and Web Ignite and its features as Ignite (WEB) or,
where appropriate, as DESKTOP or WEB only.

BEFORE RUNNING THE CLIENT INSTALLATION

Before running the client installation, read and adhere to the following notes:
l Verify the hardware and software requirements for running MiContact Center on client
computers, as detailed in the MiContact Center and Business Reporter System Engineering
Guide.

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 Client installation process

l To view reports, Microsoft Excel 2010+ or greater is required on all client computers. As a
minimum, you may install Microsoft Excel Viewer, but clients will be unable to take advantage
of distributing reports for printing. You can download Excel Viewer for free from
Microsoft:http://www.microsoft.com/en-us/download/default.aspx.
NOTE: Protected View is a Microsoft Office security feature that can impact the ability to
view Excel reports in MiContact Center. If you use Excel 2010 to view reports, configure the
following in Excel:
l Ensure the following Protected View options are not enabled:
l Enable Protected View for files originating from the Internet
l Enable Protected View for files located in potentially unsafe locations
l Enable Protected View for Outlook attachments
l Enable Data Execution Prevention mode
l Ensure that the following Trusted Location option is selected:
l Allow Trusted Locations on my network (not recommended)
l Some group policy settings can disrupt the installation and upgrading process for client
computers. We recommend all clients be configured with Local Administrators permission to
install the Client Component Pack.
l Ensure antivirus software is disabled before installing the Client Component Pack.

CLIENT INSTALLATION PROCESS

To set up MiContact Center, on the client computer
1. Install prerequisite software.
See "Before running the client installation" on page 419.
2. Install Client Component Pack and client applications.
See "Installing the Client Component Pack and client applications" on page 420.

INSTALLING THE CLIENT COMPONENT PACK AND CLIENT

APPLICATIONS
When you install Client Component Pack, you select the applications that will be installed on the
client computer based on client roles. For more information on client roles, see "Client roles" on page
418.
To install Client Component Pack
1. On the client computer, in a supported browser, type http://[your Enterprise Server IP
address]/CCMWeb.
2. If prompted, type your username and password and click Login.
3. Hover over Help and select Software downloads/Installations.
4. Click Client Component Pack.
5. Click Run.
The MiCC Setup wizard displays.
6. Click Client Component Pack.
7. If you want to install the Client Component Pack files in an alternate folder, click Browse to
select the location.

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The default destination folder is <drive>:\program files (x86)\Mitel\MiContact Center\.

8. Enter the IPaddress of the Enterprise Server.
9. If you use Secure Socket Layer, select the I want to use SSL check box.
For more information on planning, deploying, and securing communications with MiContact
Center, please refer to the MiContact Center and Business Reporter System Engineering
Guide.
10. Select the I want to specify a different Updater source check box and enter your Remote
Server IPaddress if you want the Remote Server to act as the source for updating clients
instead of the Enterprise Server.
If you have clients that are connected from a remote site, to reduce traffic across the network,
you can program these clients to update from a remote server instead of the Enterprise
Server. Ignore this step if you do not have remote servers.
NOTE: Changes that result from selecting this option will be active when you upgrade to the
next fix pack or full release.
11. Click Next.
12. If you want to install applications based on client roles, from the drop-down list beside
Optional Template Role, select the appropriate client role. Otherwise, toggle the switches to
On or Off to select the applications you want to install.
l SupervisorThe Supervisor role installation is designed for supervisors and managers
who monitor devices (for example agents and queues), run reports, and schedule
agents.
l AgentThe Agent role installation is designed for agents who monitor themselves and,
possibly, other agents and queues.
l AdministratorThe Administrator role installation is designed for employees who
manage the Enterprise Server.
l CustomThe Custom role installation is designed for employees who may perform the
functions of a supervisor, agent, and administrator, and enables you to select any or all
of the displayed applications for installation.
NOTE: Applications toggle on and off based on the role selected. For example, an agent does
not typically access YourSite Explorer, so when you select Agent as a role, the YourSite
Explorer toggle switches to Off, indicating that with an Agent role selected, YourSite Explorer
will not be installed on the client computer. Selectable options depend on your licensing.
13. Click Next.
The MiCCSetup wizard installs pre-requisite software and, if applicable, displays relevant
warnings.
14. Click Next.
The MiCC Setup wizard installs your selected applications.
15. Select the appropriate check box to either launch Contact Center Client now or on system
start up.
16. Click Finish.

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MODIFYING AVAILABLE CLIENT APPLICATIONS AND CLIENT

ROLES
Client applications are installed and client roles are defined during the Client Component Pack
installation. Modifications can be made at any time by re-running the Client Component Pack
installation via the MiCCSetup wizard.
To modify installed applications and client role selection
1. In Windows, open the Mitel program folder and launch MiCC Setup.
2. Click Repair Client Component Pack.
3. If you want to install the Client Component Pack files in an alternate folder, you must uninstall
and reinstall the Client Component Pack.
See "Uninstalling the Client Component Pack" on page 423.
4. Enter the IPaddress of the Enterprise Server.
5. If you use Secure Socket Layer, select the I want to use SSL check box.
For more information on planning, deploying, and securing communications with MiContact
Center, please refer to the MiContact Center and Business Reporter System Engineering
Guide.
6. Select the I want to specify a different Updater source check box and enter your Remote
Server IPaddress if you want the Remote Server to act as the source for updating clients
instead of the Enterprise Server.
If you have clients that are connected from a remote site, to reduce traffic across the network,
you can program these clients to update from a remote server instead of the Enterprise
Server. Ignore this step if you do not have remote servers.
7. Click Next.
8. If you want to install applications based on client roles, from the drop-down list beside
Optional Template Role, select the appropriate client role. Otherwise, toggle the switches to
On or Off to select the applications you want to install.
l SupervisorThe Supervisor role installation is designed for supervisors and managers
who monitor devices (for example agents and queues), run reports, and schedule
agents.
l AgentThe Agent role installation is designed for agents who monitor themselves and,
possibly, other agents and queues.
l AdministratorThe Administrator role installation is designed for employees who
manage the Enterprise Server.
l CustomThe Custom role installation is designed for employees who may perform the
functions of a supervisor, agent, and administrator, and enables you to select any or all
of the displayed applications for installation.
NOTE: Applications toggle on and off based on the role selected. For example, an agent does
not typically access YourSite Explorer, so when you select Agent as a role, the YourSite
Explorer toggle switches to Off, indicating that with an Agent role selected, YourSite Explorer
will not be installed on the client computer. Selectable options depend on your licensing.
9. Click Next.
The MiCCSetup wizard installs pre-requisite software and, if applicable, displays relevant
warnings.
10. Click Next.

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The MiCC Setup wizard installs your selected applications.

11. Select the appropriate check box to either launch Contact Center Client now or on system
start up.
12. Click Finish.

UNINSTALLING THE CLIENT COMPONENT PACK

The ClientComponent Pack can be uninstalled from a client computer using the MiCCSetup
wizard.
To uninstall the Client Component Pack and previously installed applications
1. In Windows, open the Mitel program folder and launch MiCC Setup.
2. Click Uninstall Client Component Pack.
3. When the warning displays, if you want to continue, click Yes to uninstall the product.
4. Select the check box beside I want to remove MiContact Center data.
You are given options to remove all backup and/or log files. You may choose to retain either or
both of these file types in order to reduce configuration time for your next deployment.
5. Click Next.
The MiCCSetup wizard uninstalls the Client Component Pack and all associated installed
applications.
6. Click Finish.

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Chapter 9
CLIENT CONFIGURATION

Configuring agent and agent group

presence settings
Configuring Ring Group presence settings
Setting up soft phones
Configuring Whisper Coach settings
Configuring the MiCollab Client and Ignite
integration (DESKTOP)
Providing MiVoice Border Gateway
support to remote agents and employees
Configuring the Salesforce.com
Connector
Setting up a Call Center in Salesforce.com
MiContact Center Installation and Administration Guide

CLIENT CONFIGURATION
This section focuses on client-specific configuration procedures, including:
l Agent and agent group presence settings and best practices
l Ring group presence settings
l Soft phone setup
l Whisper Coach settings
l MiCollab Client and Ignite integration pre-installation notes and recommendations
l MiVoice Border Gateway setup to support remote agents and employees
l Salesforce.com Connector setup and configuration

CONFIGURING AGENT AND AGENT GROUP PRESENCE

SETTINGS
Agents can be assigned to multiple agent groups, which are associated with different queues. When
agent groups are created, an employees agents are assigned a default group presence, either
Present or Absent. Employees whose agents default presence is Absent, in all agent groups, will be
set in the Logged In Not Present state when they log in to the system. To handle contacts the
employee can make themselves present to their agent groups using either Contact Center Client or
Ignite. Employees whose agents' default presence is Present are put in an Idle state when they log
in and are able to receive contacts.
The Mitel 3300 ICP enables agents to be placed in or removed from multiple agent groups (up to 16
on the Mitel 3300 MXe II Controller and up to 30 on the Mitel 3300 MXe server). Agents can be added
and removed from agent groups using Feature Access Codes (FAC), a Feature Access Key (FAK)
programmed on their set, or using Interactive Contact Center or Ignite.
The agent group presence option is controlled by Class of Service. Once the appropriate Class of
Service has been set, the agent group presence status can be changed in the following ways.
l Feature Access Keys can be programmed on a Mitel multiline phone set. One button would be
used to join or leave each agent group to which the agent is a member.
l Supervisors and agents can dial a feature access code followed by the group number to
change their status for that group or to change their status for all groups to which they are a
member.
l The desktop tool in the embedded system management can be used to make status changes.
l MiTAI controls are also available to make status changes.

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 Configuring Ring Group presence settings

Agent Group Presence has several licensing and configuration prerequisites:

l For agents to use Agent Group Presence, Group Presence Control must be enabled for all
agents on the Class of Service Options Assignment form on the Mitel 3300 ICP.
l For supervisors or system administrators to use Agent Group Presence, they must log into
Contact Center Client as a non-administrative user. They also require a valid employee
license and an associated device with Group Presence Control and Group Presence Third
Party Control enabled on the Class of Service Options Assignment form on the Mitel 3300
ICP.
l For supervisors to control Agent Group Presence in Interactive Contact Center, the agent and
at least one of the agent's dialable numbers must be enabled for Real-time monitoring. See
"Adding agents" on page 93. For information on enabling Real-time monitoring for multimedia
agents, see the Multimedia Contact Center Installation and Deployment Guide.
Agent Group Presence requires that specific security roles be enabled:
l To control employee and extension presence status in Interactive Contact Center, you must
enable 'May change the real-time presence states of devices in Interactive Contact Center'.
l To control your own presence status in Interactive Contact Center, you must enable 'May
control my real-time presence status in Interactive Contact Center'.
For more information, see "Configuring security roles" on page 138.
If the ACD Logout Agent No Answer Timer Class of Service option is enabled on your Mitel 3300
ACD routing system, when an agent in an agent group fails to answer a call offered to them after the
logout time expires, the agent is removed by the ACD routing system from their agent group.
Agent group presence best practices
It is important to note that agents may join or leave agent groups but not queues. Agents become
absent from a queue indirectly if they leave all agent groups associated with that queue. An agent
who is present in an agent group which is associated to all queues would be disassociated from all
queues simultaneously if they became absent in their agent group. Since the goal of agent group
presence is to provide a dynamic response to varying queue activity, allowing agents to become
absent from all queues simultaneously is counterproductive.
As a best practice, we recommend you associate agent groups to queues based on business groups
within your organization. A unique agent group to business group queue association allows agents
who leave an agent group associated to a particular business group to remain present in an agent
group associated to another business group.

CONFIGURING RING GROUP PRESENCE SETTINGS

The Ring Group presence option is controlled by Class of Service. Once the appropriate Class of
Service has been set, the Ring Group presence status can be changed in the following ways.
l Supervisors and agents can dial a feature access code followed by the group number to
change the extension status for that group or to change their status for all groups to which they
are a member.
l The desktop tool in the Embedded System Management can be used to make status
changes.
l MiTAI controls are also available to make status changes.

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Ring Group Presence has several licensing and configuration prerequisites:

l For extensions to use Ring Group presence, Group Presence Control must be enabled for all
extensions on the Class of Service Options Assignment form on the Mitel 3300 ICP.
l Real-time monitoring must be enabled in YourSite Explorer for all extensions. For supervisors
to control Ring Group presence in Interactive Contact Center, the Ring Group and at least one
of the Ring Groups extensions must be licensed for real-time monitoring. Extensions that
have the option ACD Enabled selected cannot be made present in a Ring Group. See
"Adding extensions" on page 118.
l The ability to modify Ring Group Presence can also be controlled using HCI options on your
ACD routing system. It is recommended that your extension Class of Service conforms to the
Golden Rules document available from the MiCC Knowledge Base at
http://micc.mitel.com/kb/TroubleshooterGuide50560.aspx.
Ring Group Presence also requires that specific security roles be enabled:
l To control employee and extension presence status in Interactive Contact Center, you must
enable 'May change the realtime presence states of devices in Interactive Contact Center'.
l To control your own presence status in Interactive Contact Center, you must enable 'May
control my real-time presence status in Interactive Contact Center'.
For more information, see "Configuring security roles" on page 138.

SETTING UP SOFT PHONES

NOTE:
l Before you set up a soft phone on client computers, you must configure the soft phone as a
5020 IP phone on the telephone system. Refer to the Golden Rules when configuring your
telephone system. See the following Mitel Knowledge Base article:
http://micc.mitel.com/kb/TroubleshooterGuide50560.aspx.
l Contact Center Softphone and Contact Center PhoneSet Manager extensions must have
Real-time and reporting enabled in YourSite Explorer. If they are programmed as Historical
reporting only, the Directory Numbers will not display in the list of available soft phone
extensions when you launch the soft phone.
l When an agent logs into their soft phone, they are prompted to enter a PIN. If the login PIN
they entered is invalid the login will fail and they will be asked to enter a valid PIN. By default,
users can attempt to log in 3 times before their PIN locks, requiring it to be reset with a new
PIN. We recommend you increase the default number of failed attempts on your telephone
system to prevent locking. For information on changing this setting, see the following
Knowledge Base article: http://micc.mitel.com/kb/KnowledgebaseArticle52108.aspx.
l If you configure employees with the third party call control security setting, they will not be
prompted to enter a PIN when logging into their soft phone
Soft phone comprises Contact Center Softphone and Contact Center PhoneSet Manager.
To set up a client computer to use the soft phone, on the client computer
1. Run Client Component Pack.
See "Modifying available client applications and client roles" on page 422.
2. Ensure your headset is connected.

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 Configuring Whisper Coach settings

3. Configure sound and audio device properties.

To configure sound and audio device properties for Windows operating systems, you must set
the PC speakers as the default audio device and adjust the volume of the PC speakers,
headset speakers, and headset microphone.
4. Launch Contact Center Client and select your soft phone extension.

CONFIGURING WHISPER COACH SETTINGS

NOTE: Whisper Coach requires MiVoice Business 7.0+ on a MiVoice Business for ISS platform, a
MultiInstancePlatform, or VMWare for Virtual Appliance. Whisper Coach is not supported on Mxe
platforms.
If you want the Coach On display in the Contact Center Softphone toolbar to appear in another
language, you must configure the device on the ACD routing system to the display language. The
translation is driven by the ACD routing system rather than MiContact Center.
Whisper Coach requires specific Class of Service options enabled for agents and supervisors:
l Agent COS
l ACD Silent Monitor Accept
l ACD Silent Monitor Accept Monitoring Non-Prime Line
l ACD Silent Monitor Notification
l HCI/CTI/TAPI Call Control Allowed
l HCI/CTI/TAPI Call Monitor Allowed
l Supervisor COS
l ACD Silent Monitor Allowed
l HCI/CTI/TAPI Call Control Allowed
l HCI/CTI/TAPI Call Monitor Allowed
Whisper Coach is supported with External Hot Desking Agents, Hot Desking Agents, and External
Hot Desking Users
Only certain IP phones are supported with Whisper Coach. Consult your Mitel documentation for
supported IP phones.

CONFIGURING THE MiCOLLAB CLIENT AND IGNITE

INTEGRATION (DESKTOP)
NOTE: The MiCollab and Ignite integration described in this section only applies to Ignite
(DESKTOP). Ignite (WEB) integrates with MiCollab for inbound and outbound call handling and
supports supervised transfers and conferences from MiCollab Client. Ignite (WEB) does not support
Enterprise Presence and extended ACD presence, click to IM, or docking of MiCollab and Web
Ignite. Users requiring the full range of MiCollab and Ignite integration features are recommended to
use Ignite (DESKTOP).
Before installing and running the MiCollab Client and Ignite integration, please read the following
notes and recommendations.
To enable MiCollab Client and Ignite integration functionality:

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l When setting up the 'Feature Profile Details' in MiCollab Client Service, you must select the
'Desktop Client SDK' and 'Presence' check boxes.
l Choose Custom Install and then select MiCollab Client SDK in the Custom Setup window
during the MiCollab Client installation process. You must be licensed for the MiCollab Client
Desktop/Softphone. MiCollab Basic does not support full MiCollab Client and Ignite
functionality and does not require the installation of the MiCollab Client SDK.
l Agents' first and last names must match between YourSite Explorer and MiCollab Client. If
there are two agents with identical first and last names, ensure they have unique email
addresses in both YourSite Explorer and MiCollab Client.
l MiCollab Client must be Version 6.0 SP3 or greater to support this integration.
l When running this integration, to prevent duplicate toaster displays, you can optionally disable
the MiCollab Client incoming call toaster when an agent logs in. This is an Ignite configuration
file setting.
l When running this integration in a Windows 8 environment, ensure the MiCollab Client
process always runs as an administrator by selecting the Run this program as an
administrator option in the MiCollab Client properties settings.
l Ignite includes a toaster with basic call information but a more advanced screen pop can be
configured using the workflow variable ScreenPopOnRinging (available when licensed for
IVR Routing or Multimedia Contact Center). See "Populating screen pops with workflow
variables" on page 333.

PROVIDING MiVOICE BORDER GATEWAY SUPPORT TO

REMOTE AGENTS AND EMPLOYEES
Using MiVoice Border Gateway, remote employees can connect to the Enterprise Server using a
VPN-like connection, and use all MiContact Center applications as if they were in the office.
With the MiVoice Border Gateway Connector, customers can now optionally configure connections
to multiple instances of the MiVoice Border Gateway. When employees connect to the system using
the MiVoice Border Gateway Connector, they can specify which MiVoice Border Gateway they will
connect to.
After remote employees attempt to connect to the system for the first time, a MiVoice Border
Gateway system administrator must approve the MiVoice Border Gateway certificate from the
MiVoice Border Gateway web application. Once approved, remote users are connected and have
access to all of the MiContact Center applications for which they are licensed and have the required
security permissions.
While active, the MiVoice Border Gateway Connector is visible in the Windows system tray and
displays the name of the active connection. Only one connection can be made at a time. The name
of the MiVoice Border Gateway connection will become the address in all application login windows
and users sign in with their normal username and password.

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 Providing MiVoice Border Gateway support to remote agents and employees

The MiVoice Border Gateway Connector offers the same trusted characteristics as with a standard
MiVoice Border Gateway deployment: local streaming, secure RTP, jitter buffering and packet
handling QoS, and G.729 and G.711 encoding.
NOTE:
l The following corporate firewall ports must be open in order to take advantage of the full
features and functionality provided by the MiVoice Border Gateway Connector: 80, 443, 1433,
5024, 5025, 5026, 5030, 7001, 7003, 8083, 8084, 36000-36004, 35001-35007, and 42440.
l You must disable IISand SQL Server Reporting Service services as they consume port 80,
which is required for the MiVoice Border Gateway Connector. Any other applications or
services that consume port 80 and 443 should also be disabled or shut down.
l Ensure the Start button is enabled at all times on the MiVoice Border Gateway web application
user interface or the MiVoice Border Gateway Connector will fail.
l The MiVoice Border Gateway Connector is not supported for use in conjunction with
MiContact Center Windows Authentication sign-in model. Windows Authentication requires
direct access to a domain controller on the network and therefore a VPNsolution must be
used if you want to use the MiVoice Border Gateway remotely.
l You must be logged in as an administrator on a client computer in order to configure a
connection to a MiVoice Border Gateway.Once the connection has been made, any user on
the computer can connect using the MiVoice Border Gateway Connector.
l The MiContact Center MiVoice Border Gateway Connector does not support TLS 1.2+ as the
SSL Ciphers setting in MiVoice Border Gateway.

SETTING UP PHONES FOR REMOTE AGENTS AND

EMPLOYEES
If you are working at the office and select Remember my credentials when you log on to Contact
Center Client, and then subsequently attempt to log on at home, your logon will fail. Contact Center
Client does not recognize your office IP address when you log on remotely.
NOTE: Before you set up the soft phone on your client computer, ensure your network administrator
has configured your soft phone as a 5020 IP phone on the telephone system.

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To set up Contact Center Softphone and Contact Center PhoneSet Manager to support the MiVoice
Border Gateway Connector, you must
1. Register your phones for use with MiVoice Border Gateway.
When adding phones as MiNet devices:
l For Contact Center Softphone device ID, type a1:21:00:00:xx:xx, where xx:xx is the
extension.
l For Contact Center PhoneSet Manager device ID, type theMACaddress located under
the agent's Mitel phone.
2. Approve the MiVoice Border Gateway certificate.
3. Log in to client computers using an administrative account and set up the connection to the
MiVoice Border Gateway from the MiVoice Border Gateway Connector.
See "Running the MiVoice Border Gateway Connector" on page 431.
For instructions on setting up phones for remote agents and employees and approving certificates,
see the MiVoice Border Gateway documentation.

RUNNING THE MiVOICE BORDER GATEWAY CONNECTOR

In order to use MiContact Center applications with MiVoice Border Gateway, you must run the
MiVoice Border Gateway Connector and configure the connection to the MiVoice Border Gateway.
NOTE: A user with administrative credentials must be logged in to client computers when
configuring connections to the MiVoice Border Gateway for the first time. After this is complete, any
user can sign in to the computer, run the MiVoice Border Gateway Connector, and connect to a
MiVoice Border Gateway.
To install and configure the MiVoice Border Gateway Connector
1. Consult your network administrator to confirm your soft phone extension number.
2. Ensure your headphone is connected.
3. Run the MiCC Setup wizard and ensure you select MiVoice Border Gateway Connector
and all other options you need, such as Contact Center Softphone on the Enable Features
page installation.
See "Installing the Client Component Pack and client applications" on page 420.
4. In Windows, open the MiVoice Border Gateway Connector.
Ensure you are logged in to the computer with administrative credentials.
5. ClickNew.
6. After Name, type a name for the connection to the MiVoice Border Gateway.
7. After IPaddress, type the IPaddress of the MiVoice Border Gateway.
8. After MAC address
l If you have a desk phone, type the MAC address located on the sticker under your desk
phone.
l If you have a soft phone, click Extension, type your soft phone extension number, and
click OK.
9. Click OK.
The connection to the MiVoice Border Gateway you just created will display in the MiVoice
Border Gateway Connector list.

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 Configuring the Salesforce.com Connector

To run theMiVoice Border Gateway Connector

1. Start the MiVoice Border Gateway Connector.
2. Select a connection to a MiVoice Border Gateway from the list.
3. Optionally, enable the Connect automatically check box.
Enabling this check box will automatically connect you to the configured MiVoice Border
Gateway when you launch the MiVoice Border Gateway Connector.
4. Click Connect.
A message displays stating 'Waiting for certificate approval'. If the request is rejected,
contact your system administrator to approve the certificate.
Once your certificate has been approved, you can begin using all MiContact Center
applications remotely as if you were in the office. Any user configured with administrative
credentials on the computer can change the MiVoice Border Gateway connection settings and
delete connections from the MiVoice Border Gateway Connector at any time.

CONFIGURING THE SALESFORCE.COM CONNECTOR

Salesforce.com Connector is an optional client application that works in conjunction with MiContact
Center and requires an account with Salesforce.com (Enterprise and Professional editions of
Salesforce.com), and, optionally, IVR Routing (for Collect Caller Entered Digits only).
Salesforce.com Connector enhances the functionality of Salesforce by embedding your Mitel phone
directly into the Salesforce user interface.
NOTE:Support for the Salesforce.com Connector is being discontinued by Salesforce.com and is
being replaced by the MiVoice Integration for Salesforce. Post-8.x, the Salesforce.com Connector
will no longer be available and all new customers will be expected to use the MiVoice Integration for
Salesforce instead.
NOTE:
l The term Salesforce.com Connector refers to the Contact Center Softphone application as it
appears in Salesforce.com.
l Whether Salesforce.com is running on the cloud or on a server within your organization,
agents must have the Salesforce.com Connector installed and running on their client
computers for Salesforce.com Connector to function properly.
l We test support for Salesforce.com Connector against Internet Explorer 10 and 11, and make
every effort to test against the most recent versions of Mozilla Firefox and Google Chrome.
For information regarding Salesforces support requirements, please consult Salesforce
documentation.
l If Salesforce is not providing Collect Caller Entered Digits in a screen pop, advice agents to
disable caching if they use Internet Explorer.
l To enable agents to complete their call logs, do not select the 'Cancel queue work timer once
code is entered' check box in the Queue device page in YourSite Explorer. This ensures
agents can stay in the Work Timer state and enter call log information until they click the Done
button in their Salesforce.comConnector. See "Configuring performance settings for voice
queues" on page 103.
l Default digit lengths that determine whether a call is recognized as internal or external in
reports and the My Calls Today interface can be modified in YourSite Explorer=>Media
servers in the Min/Max digits to dial locally procedural steps. The default values are set to <

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10 digits in length to signify an internal number and > = 10 digits in length to signify an external
number.

SETTING UP A CALL CENTER IN SALESFORCE.COM

To set up a Call Center in Salesforce.com, you must first ensure you are using a compatible version
of Call Center. MiContact Center Version. 7.0+ requires Salesforce Call Center v. 4.0.
Once you are running the appropriate version of the Call Center in Salesforce.com, you may create
and configure a Call Center, add users to the Call Center, and configure the soft phone layout from
within the Salesforce user interface. Optionally, you can configure Salesforce.com Connector to
display caller DNIS information to agents receiving calls. You can also optionally add custom ANI
and DNIS fields to call logs to save caller information.
NOTE:
l Whenever you make changes to your Call Center settings, advise agents that they must log
out of and back into Salesforce for these changes to take effect.
l Ensure agents enable the 'Display mixed content' option in Internet Explorer's local intranet
security settings before logging into Salesforce.com.

UPGRADING TO CALL CENTER V.4.0 IN SALESFORCE.COM

Before creating and configuring a Call Center in Salesforce.com, ensure you are using a compatible
version of Call Center. MiContact Center Version. 7.0+ requires Salesforce Call Center v. 4.0.
Upgrading to Salesforce Call Center 4.0 requires you to:
l Determine your current version of Salesforce Call Center
l Import Salesforce Call Center 4.0
l Remove users from a previous Call Center
l Add users to the Call Center
To determine your current version of Salesforce Call Center
1. Double-click the Salesforce Connector icon on your desktop.
If the Salesforce Connector icon is not visible on your desktop, from the Start menu select
All Programs=>Mitel=>Salesforce Connector.
2. In the task bar, right-click the Salesforce.com Connector icon and select About.
The Salesforce.com About window opens.
3. Under Call Center Edition, note the version number listed.
If the version number is 4.0, you do not need to upgrade your Salesforce Call Center.
If the version is 3.0, 3.0a, or 3.0b, follow the procedures below to upgrade your Salesforce Call
Center to 4.
To import Salesforce Call Center 4.0
1. Log in to www.salesforce.com.
2. Click your user name and select Setup from the drop-down list.
3. Under App Setup, click Customize=>Call Center=>Call Centers.
The All Call Centers page opens.

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4. Click Edit beside Mitel Contact Center Integration to view your Call Center configuration
settings.
NOTE: You will have to re-enter these settings in the Mitel Contact Center Integration page
when you upgrade to Salesforce Call Center 4.0. We recommend that you print or save this
page in order to reference your settings.
5. At the top of the screen, click All Call Centers to return to the All Call Centers page.
6. Click Import=>Browse, and after File name navigate to the Mitel3300.xml file and click
Open.
NOTE: The file is generally held in C:\Program Files (x86)\Mitel\MiContact
Center\Applications\SalesForceIntegration.
For E.164 support, import the Mitel3300v4.0a - E164.xml file.
7. Click Import.
8. On the Call Center page, click Edit beside the new Call Center.
9. Using the information you saved or printed in step 4, enter the IP/Name of your Enterprise
Server and other configuration settings for the Call Center.
10. Click Save.
To remove a user from a Call Center
1. In Salesforce.com, click your user name and select Setup from the drop-down list.
2. Under App Setup, click Customize=>Call Center=>Call Centers.
The All Call Centers page opens.
3. In the All Call Centers page, select the Call Center from which you want to remove users.
4. At the bottom of the page, click Manage Call Center Users.
The Manage Users page opens.
5. Select the checkboxes beside the Call Center users you wish to remove and click Remove
Users.
To add a user to a Call Center
1. In Salesforce.com click, your user name and select Setup from the drop-down list.
2. Under App Setup, click Customize=>Call Center=>Call Centers.
The All Call Centers page opens.
3. In the All Call Centers page, select the Call Center to which you want to add users.
4. At the bottom of the page, click Manage Call Center Users.
The Manage Users page opens
5. Click Add More Users.
The Search for New Users page opens.
6. Specify your search parameters using the drop-down list for each search field and click Find.
NOTE: To see all users, do not select any parameters for the search fields.
7. Select the checkboxes for the users you want to add to the Call Center and click Add to Call
Center.
NOTE: Users can only be assigned to one Call Center at a time. Users who already belong to
a Call Center are excluded from search results.

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CREATING CALL CENTERS IN SALESFORCE.COM

To use Salesforce.com Connector, you must first create a Call Center. For more information on
selecting call center configuration options, see Table 22.
NOTE: If you have imported your Call Center as part of upgrading to the latest Call Center version of
Salesforce.com, you can skip the following procedure.
To create a Call Center in Salesforce.com
1. In Salesforce.com, click your user name and select Setup.
2. Under App Setup, click Customize=>Call Center=>Call Centers.
The All Call Centers page opens.
NOTE: If the Introducing Call Center Edition splash page opens, click Continue.
3. Click Import=>Browse and, after File name, navigate to the Mitel3300.xml file and click
Open.
NOTE: This file is generally held in C:\Program Files (x86)\Mitel\MiContact
Center\Applications\SalesForceIntegration\.
For E.164 support, import the Mitel3300v4.0a - E164.xml file.
4. Click Import.
5. In front of the Call Center's name, click Edit.
The Call Center Edit page opens.
NOTE: We recommend you do not alter any of the general information fields.
6. Under CTI Server Info, after IP/Name, type the IP address or name of your Enterprise
Server.
7. After Use SSL, type Yes or No.
8. Under Advanced Queries, after Search by IVRRouting Collected Digits, type the object
and the field to search using collected digits.
9. After Search Cases by ANI, type Yes or No.
10. Under If Records are Found for both ANI and DNIS, after Open the ANI Records, type
Yes or No.
11. After Open the DNIS Records, type Yes or No.
12. Under If Records are Found for both ANI and/or DNIS and Advanced Queries, after
Open the ANI and/or DNIS Records, type Yes or No.
13. After Open the Advanced Queries Records, type Yes or No.
NOTE:
l Whether you open records matching the ANI or the DNIS depends on the information
you entered in If Records are Found for both ANI and DNIS.
l Whether you open records matching IVRRouting Collected Digits or records attached
to Contact or Account objects matching the ANI depends on the information you
entered under Advanced Queries.
14. Under New Lead Button, after Enable, type Yes or No.
15. After DNIS (custom field ID), type the DNIS custom field ID.
16. Under Dialing Options, after Outside Prefix, type the number required to make an outbound
call.

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17. After Long Distance Prefix, type the digit or digits to be appended to the front of a long
distance number.
18. After International Prefix, type the digit or digits to be appended to the front of an
international number.
19. After Local Area Codes (comma-separated), type the area code(s) that do not require the
long distance prefix.
NOTE: To set the long distance prefix to always dial first, do not configure local area codes.
20. Under Call Log Options, after Save Extra Information to CallLog, type Yes or No.
21. After Create CallLogs For All Outbound Calls, type Yes or No.
22. If you want to enable E.164 support:
l After Search Enabled, type Yes.
l After Local Country Code, type your local E.164 local country code.
l After Long Distance Call Prefix, type the digit or digits to be appended to the front of a
long distance number.
l After International Call Prefix, type the digit or digits to be appended to the front of an
international number.
23. Click Save.

CONFIGURING CALL CENTERS IN SALESFORCE.COM

Table 22 describes configurable options for creating a Call Center in Salesforce.com. The
configuration options that you choose determine the Salesforce.com Connector's behavior during
call handling and help streamline your contact center operations. The table lists configurable options,
the default setting for each option, the purpose each configuration option serves in the Call Center
setup, and our recommendations for configuring the option.

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Table 22: Configuration options for Salesforce Call Centers

DEFAULT
SETTING OPTION PURPOSE RECOMMENDATION
SETTING

Optionally, leave this as

the default
Identifies the
General MitelContactCenter NOTE: If using multiple
Internal Name call center
Information IntegrationV4 Call Centers, each Call
object internally
Center must have a
unique internal name

Set the display name as

Identifies the
required.
Call Center
object in This name will display
General Mitel Contact Center Salesforce.com in the agent's
Display Name
Information Integration v4.0 Salesforce.com profile
Also used for
for the associated Call
readability and
Center and in the Call
administration
Center list.

Mitel Contact Center

Describes the
General integration v4.0 Optionally, leave this as
Description purpose of the
Information (developed by Mitel the default
Call Center
Networks)

Represents the
CAUTION: Never
base
change this option as
Component
CTI Connector this could cause
General Object Model
Mitel3300Adapter..1 functionality issues
Information ProgId class of the
within the
customized
Salesforce.com
Salesforce.com
Connector.
Connector

Represents the
Salesforce.com
Connector
Toolkit against
which the CAUTION: Never
Connector has change this option as
been built this could cause
General CTI Connector
4.0 functionality issues
Information ProgId Identifies the within the
Salesforce API Salesforce.com
version against
Connector.
which the
Salesforce.com
Connector has
been built

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Table 22: Configuration options for Salesforce Call Centers (continued)

DEFAULT
SETTING OPTION PURPOSE RECOMMENDATION
SETTING

Contains the IP
This option can either
address of the
be the IP address of the
Enterprise
server or the DNIS
Server
CTI Server name
IP/Name Blank Points the
Info
Salesforce.com
Connector to NOTE: We recommend
the Enterprise using an IP address
Server instead of a DNS name
or DNS entry.

Specifies if the
client uses SSL Set this option to Yes if
CTI Server
Use SSL No to connect to SSL is enabled on the
Info
the Enterprise Enterprise Server.
Server

By default this option

searches for a case that
has a CaseNumber
equal to the collected
Specifies if the
digits.
Salesforce.com
object (case, If you are running
contact, lead) Salesforce in
Search by conjunction
and the field
Advanced IVRRouting withIVRRouting and
Case.CaseNumber (phone,
Queries Collected you have your call
description, ID)
Digits center configured to
will search
search the Salesforce
using collected
database by Collected
digits from IVR
Digits, you must have
Routing
'Send to agent desktop'
enabled for the
'LastCollectedDigits'
variable.

Specifies if the
If set to No, the
Salesforce.com
Salesforce.com
Connector will
Advanced Search Cases Connector stops
No open records
Queries by ANI searching records
using the ANI
based on the customer
as the search
phone number.
value

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Table 22: Configuration options for Salesforce Call Centers (continued)

DEFAULT
SETTING OPTION PURPOSE RECOMMENDATION
SETTING

Specifies if the
Salesforce.com If set to No, the
If Records Connector Salesforce.com
are Found should open
Open the ANI Connector stops
for both Yes records using
Records searching records
ANI and/or the ANI as the based on the customer
DNIS search value
phone number.

Specifies if the
If set to No, the
If Records Salesforce.com
Salesforce.com
are Found Connector
Open the DNIS Connector stops
for both Yes should open
Records searching records
ANI and/or records using
based on the customer
DNIS the DNIS as a
dialed number.
search value

Specifies if the
Salesforce.com
If Records Connector
If set to Yes, this option
are Found opens records
displays records in the
for both Open the ANI found using
Salesforce.com
ANI and/or and/or DNIS Yes ANI and/or
Connector that have
DNIS and Records DNIS when
been found using ANI
Advanced results are also
and/or DNIS.
Queries found using an
Advanced
Query

Specifies if the
Salesforce.com
If Records Connector
If set to Yes, this option
are Found opens records
Open the displays records in the
for both found using the
Advanced Salesforce.com
ANIand/or Yes Advanced
Queries Connector that have
DNIS and Query when
Records been found using
Advanced results are also
Advanced Query.
Queries found using
customer ANI
and/or DNIS

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Table 22: Configuration options for Salesforce Call Centers (continued)

DEFAULT
SETTING OPTION PURPOSE RECOMMENDATION
SETTING

If set to Yes, a yellow

button for New Lead
displays in the
Enables or Salesforce.com
disables the Connector when you
New Lead are on a call with a
New Lead
Enable No button within customer.
Button
the
Salesforce.com Enabling this option will
open the New Lead
Connector
page in Salesforce.com
or start a New Lead
workflow if one exists.

Find this value by

editing the field within
Salesforce.com and
copying the ID from the
URL bar.
Specifies the
New Lead field The custom field ID
begins immediately
into which the
New Lead DNIS (custom after salesforce.com
Blank DNIS
Button field ID) and ends before the ? in
information is
the URL.
automatically
entered For more information,
see "Configuring the
New Lead button to
display DNIS
information" on page
446.

Enables
searching using
E.164 Search Yes, if using E.164;
No E.164 phone
Support Enabled otherwise No
numbering
format

Specifies the
E.164 country
E.164 Local Country Change to your E.164
31 code (example
Support Code local country code
31 for
Netherlands)

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Table 22: Configuration options for Salesforce Call Centers (continued)

DEFAULT
SETTING OPTION PURPOSE RECOMMENDATION
SETTING

Specify a long distance

Specifies the prefix for click to dial
prefix required functionality to work
E.164 Long Distance to dial long correctly. To specify,
00
Support Call Prefix distance type the digit or digits to
numbers in an be appended to the front
E.164 country of a long distance
number

Specify an international
Specifies the prefix for click to dial
prefix required functionality to work
E.164 International to dial correctly. To specify,
00
Support Call Prefix international type the digit or digits to
numbers in an be appended to the front
E.164 country of an international
phone number

Specify an outside
prefix for click to dial
functionality to work
correctly. To specify,
type the digit or digits to
Specifies the be entered when
outbound making an outbound
Dialing dialing digit(s) call.
Outside Prefix 9
Options that your ACD
routing system For example, when an
requires agent clicks 613-599-
0045 the
Salesforce.com
Connector will
automatically dial
96135990045.

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Table 22: Configuration options for Salesforce Call Centers (continued)

DEFAULT
SETTING OPTION PURPOSE RECOMMENDATION
SETTING

Specify a long distance

prefix for click to dial
functionality to work
correctly. To specify,
type the digit or digits to
Specifies the be appended to the front
prefix required of a long distance
Dialing Long Distance number.
1 to dial long
Options Prefix
distance For example, when an
numbers agent clicks 416-599-
0045 the
Salesforce.com
Connector will
automatically dial
914165990045.

Specify an international
prefix for click to dial
functionality to work
correctly. To specify,
type the digit or digits to
be appended to the front
of an international
Specifies the phone number.
prefix required
Dialing International For example, when an
011 to dial
Options Prefix agent clicks a number
international
numbers with a country code that
does not correspond to
the regional settings
(44-770-954-321) the
Salesforce.com
Connector will
automatically dial
901144770954321.

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Table 22: Configuration options for Salesforce Call Centers (continued)

DEFAULT
SETTING OPTION PURPOSE RECOMMENDATION
SETTING

Specify local area

codes for click to dial
functionality to work
correctly. To specify,
type the area code or
area codes for which
Specifies your the long distance prefix
Dialing Local Area is not required.
613,819 local area
Options Codes
codes NOTE: If your agents
are in multiple
geographic locations
each location must
have its own Call
Center with applicable
dialing options.

If set to Yes, the call log

must contain the
following custom fields:
ANI: Field name must
be ANI, Type must be
Text
Saves or adds
DNIS: Field name must
Save Extra extra ANI or
Call Log be DNIS, Type must be
Information To No DNIS
Options Text.
CallLog information to
the call log Ensure that all agents
have write access to
these fields.
For more information,
see "Adding custom
ANI and DNIS fields to
Call Logs" on page 447.

This option may be

Specifies if a
required for continued
call log should
functionality when
be created on
switching from
unanswered
Create traditional PRI trunks to
outbound calls
Call Log CallLogs For SIP trunks.
No Specifies that if
Options All Outbound CAUTION: Setting this
Calls an agent makes
to Yes when a Call
an unanswered
Center is already in
outbound call, a
operation will impact
call log is still
your Salesforce.com
created
task reporting.

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ADDING USERS TO CALL CENTERS

Salesforce users must be added to a Call Center before they can use Salesforce Call Center Edition
features. You must also add users to a Call Center to enable the Salesforce.com Connector to
display in the Salesforce.com page upon login.
To add a user to a CallCenter
1. In Salesforce, click your user name and select Setup=>Customize=>Call Center=>Call
Centers.
The All Call Centers page opens.
2. Select the Call Center to which you want to add users.
The Call Center Detail page opens.
3. At the bottom of the page, click Manage Call Center Users.
The Manage Users page opens.
4. Click Add More Users.
The Search for New Users page opens.
5. Specify your search parameters using the drop-down list for each search field and click Find.
NOTE: To see all users, do not select any parameters for the search fields.
6. Select the checkboxes beside the users you want to add to the Call Center and click Add to
Call Center.
NOTE: You can only assign users to one Call Center at a time. Users who already belong to a
Call Center are excluded from search results.

CONFIGURING SOFT PHONE LAYOUTS

Configuring soft phone layouts enables you to control the information that displays in a screen pop.
Once you have configured soft phone layouts, you can assign them to agents. Assigning
customized soft phone layouts increases service efficiency by giving agents access to the most
pertinent customer information.
NOTE: For more detailed information on the options for configuring soft phone layouts, click Help
about this section on the SoftPhone Layout Edit page in Salesforce.com.
To configure a soft phone layout
1. In Salesforce.com, click your user name and select Setup from the drop-down list.
2. Under App Setup, click Customize=>Call Center=>SoftPhone Layouts.
3. To create a new soft phone layout, click New.
4. To modify a soft phone layout, click Edit beside the existing layout's name.
The SoftPhone Layout Edit page opens.
5. After Name, type or modify the name for the soft phone layout.
6. To make this soft phone layout the default layout, select the Is Default Layout check box.
7. After Select Call type, select one of the following call types from the drop-down list:
l Internal
l Inbound
l Outbound

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8. After Caller ID, Dialed Number, click Edit.

9. To add or remove a call-related field, in the Available or Selections pane, select the field and
click Add or Remove.
10. To change the order of call-related fields, in the Selections pane, select the field and click Up
or Down.
11. After Account, Contact, Lead, click Add/Remove Objects.
12. To add or remove an object, in the Available or Selections pane, select the object and click
Add or Remove.
13. To change the order of objects, in the Selections pane, select the object and click Up or
Down.
14. For each object, after each If single <name of object> found, display:, click Edit.
15. To display objects in the soft phone layout if a single record is found, in the Available pane,
select the field(s) and click Add.
16. To remove objects from display in the soft phone layout if a single record is found, in the
Selections pane, click Remove.
17. To change the order in which objects display, in the Selections pane, select the object and
click Up or Down.
18. At the top of the page, click Save.
NOTE: To configure soft phone layouts for additional call types, repeat steps 7-18 for each
type.
To configure screen pop settings for a soft phone
1. Under Screen Pop Settings:, after Screen pops open within:, click Edit and select a
screen pop location.
2. After No matching records:, click Edit and select a screen pop location.
3. If you select Pop to new, select a page from the drop-down list.
4. If you select Pop to Visualforce page, type the name of the page in the field provided or click
the Lookup button to search for a page.
5. After Single-matching record:, click Edit and select a screen pop location.
6. After Multiple-matching records:, click Edit and select a screen pop option.
7. At the top of the page, click Save.
To assign a soft phone layout to an agent
1. In Salesforce.com, click your user name and select Setup.
2. Under App Setup, click Customize=>Call Center=> SoftPhone Layouts.
3. Click SoftPhone Layout Assignment.
4. From the drop-down lists, select a soft phone layout for each agent.
NOTE: The list of agents only includes those who have been added to a Call Center.
5. Click Save.

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CONFIGURING THE NEW LEAD BUTTON TO DISPLAY DNIS

INFORMATION
You can configure the New Lead button to display caller DNIS information to agents receiving calls.
To configure the New Lead button to display DNIS information, you must
l Add the DNIS custom field to the Leads form in Salesforce
l Configure Salesforce to display a New Lead button when calls are received
To add the DNIS custom field to the Leads form in Salesforce
1. In Salesforce.com, click your username and select Setup.
2. Under App Setup, click Customize=>Leads=>Fields.
The Lead Fields page opens.
3. Under Lead Custom Fields & Relationships, click New.
The New Custom Field page opens.
4. Under Data Type, select Text and click Next.
5. After Field Label, type a label for the DNIS custom field.
6. After Length, type the number of characters permitted in the DNIS custom field.
7. After Field Name, type DNIS.
8. Click Next.
9. Under Field-Level Security for Profile, select the page layouts to which the DNIS custom
field will be added.
10. Click Next.
11. Click Save.
The Lead Fields page opens.
12. Under Lead Custom Fields & Relationships, select the DNIS custom field.
13. Take note of the URL that displays in your web browser. This is the DNIS custom field
information required in the following procedure.
For example, in the URL
https://na7.salesforce.com/00Nd0000005FhBE?setupid=LeadFields, the DNIS custom field
information is 00Nd0000005FhBE.
To configure Salesforce to display a New Lead button when calls are received
1. In Salesforce.com, click your username and select Setup.
2. Under App Setup, click Customize=>Call Center.
The Call Center page opens.
3. Under Call Center, select Manage call centers.
The All Call Centers page opens.
4. Under Action, for the appropriate Call Center, click Edit.
5. Under New Lead Button, after Enable, type Yes.
6. After DNIS (custom field ID), enter the DNIS custom field information as noted in the
previous procedure.
7. Click Save.

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ADDING CUSTOM ANI AND DNIS FIELDS TO CALL LOGS

Adding custom ANI and DNIS fields to call logs saves a callers phone number, or the number they
dialed to reach your organization, within Salesforce call logs. Adding ANI and DNIS fields enables
you to collect additional customer information by customizing your call logs in Salesforce.
NOTE: To see ANI and DNIS information in call logs, in the Call Center setup page under Call Log
Options, you must set the Save Extra Information to CallLog field to Yes. For more information,
see "Configuring Call Centers in Salesforce.com" on page 436.
To add a custom ANI and DNIS field to a call log
1. In Salesforce.com, click your user name and select Setup.
2. Under App Setup, click Customize=>Activities=>Activity Custom Fields.
The Activity Fields page opens.
3. Click New.
The New Custom Field page opens.
4. Under Data Type, select Text and click Next.
5. After Field Label, type a name for this field as it will appear in the call log.
NOTE: We recommend using ANI or DNIS for ease of identification.
6. After Length, type the maximum length for the ANI or DNIS field.
7. After Field Name, type ANI or DNIS, depending on the field type you are adding.
NOTE: You must populate this field with ANI, or DNIS, only.
8. Click Next.
9. Under Field-Level Security, select the profiles that will be able to see the ANI or DNIS field.
10. Click Next.
11. If you are finished adding fields, click Save.
12. To add an additional field to a Salesforce call log, click Save & New and repeat steps 4-10.
NOTE: A call log can only have a single ANI or DNIS field. Clicking Save & New enables you
to create a DNIS field after creating an ANI field or an ANI field after creating a DNIS field.
13. To make these changes take effect, log out of Salesforce and log back in.

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Chapter 10
DATA MINING

ACDInspector
SMDR Inspector
MiContact Center Installation and Administration Guide

DATA MINING
The data-mining tools comprise
l ACD Inspector
ACD Inspector searches for agent and ACD queue event records.
l SMDR Inspector
SMDR Inspector searches through SMDR data to find specific contact center events.
You access ACDand SMDR Inspectors via the Contact Center Client ribbon. In order to access the
ACD and SMDR Inspectors, your security role must have the 'May manage ACD Inspector' and
'May manage the SMDR Inspector' optionsenabled.
To access ACDand SMDR Inspectors
1. Click Tools in the Contact Center Client ribbon.
2. In the Data Mining column, click Inspectors to open the Data Inspectors tool. The Data
Inspectors window opens.
See Figure 56.

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 ACD Inspector

Figure 56: Data Inspectors window

ACD INSPECTOR
ACD Inspector searches through raw data obtained from the ACDrouting system, for agent (ACD
path only) and queue (ACD paths and Ring Groups) event records. For example, using ACD
Inspector, you can find the exact time an agent logs off at lunch. You can run a search and examine
the activities of individual agents or all of the agents in a particular agent group or customer service
queue during that time interval. You can also search on specific agent states and other parameters,
such as the number of calls waiting and the number of active agents. The search follows a wild card
format. Your specifications do not have to be exact. You can make the search as inclusive or
exclusive as you wish. The results are placed in an easy-to-interpret grid that can be printed or saved
to file. You can verify that your reports are valid by conducting searches against raw ACD routing
system data.
NOTE:ACD Inspector Ring Group support extends to queue events only. Ring Group member
(extension) events are not supported. Agent events, date events, and exception events do not apply
to Ring Group data.
There are four types of search result tabs:

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l Agent events
l Queue events
l Date events
l Exception events

RUNNING SEARCHES IN ACD INSPECTOR

NOTE: When you run searches on queues in ACD Inspector, be sure to include a P preceding the
queue number.
When you run a search, ACD Inspector searches through the raw ACD routing system data on the
local hard drive. Each search requires the following information:
Select dates/Delete dates
The Select dates button specifies the date range within which you want to search. The Delete dates
button deletes days within the range you selected. The date is displayed month first, then day, then
year.
Select media servers
The Select media servers check boxes specify the origin of the data used in the search. Currently
you can search on voice media servers only.
In addition to the date and media server parameters, the ACD Inspector has the following search
criteria tabs:
l Agent events
l Queue events
l Option events
You can use the Reset criteria button to reset all of the search parameters to their default settings.

Agent events criteria for searches

NOTE: When conducting a search, if you accept the default settingsall check boxesthe search
output will contain all of the event records. You can clear check boxes to narrow down your search.
For example, if you clear all of the agent states except for the Agent login and Agent logout check
boxes, the agent event search output will include log on and log off event records only.
When you click Tools=>Inspectors=>ACD Inspector, the Agent events tab opens. It displays the
agent event criteria used in the search. (See Figure 57.)

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Figure 57: ACD Inspector main window - Agent events tab

The Agent events tab has the following search criteria:
Agent information
The Agent information boxes specify the agents ID and extension number, and line numbers for one
or more telephone lines to which the agent connects. You can search for agent information records
for a particular agent, or for all of the agents. The agent information specifies the Agent ID for the
media server you have already selected. For example, if you selected the media server Phone,
ensure you select the Agent Login ID for the media server Phone. It is specified in YourSite
Explorer=>YourSite=>Agents.
Agent events
The Agent events criteria are listed and automatically selected.

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Idle event modifiers

The idle event modifier check boxes provide additional agent event searches. You can select one or
more check boxes to include records for agents who are in the following states: unknown, idle, DND,
Make Busy, and both DND and Make Busy.
NOTE: When conducting a search, if you accept the default settings the search output will contain
all of the event records. You can clear check boxes to narrow down your search.
ACD queue
The ACD queue specifies the queue to which your agent belongs. For example, if the agent belongs
to Tech Support, then you specify the Tech support queue. The agents queue is specified in
YourSite Explorer=>YourSite=>Queues. When you enter an ACD queue number and an agent
number (in the Agent ID box), the search results contain records for all of the calls the agent receives
from the queue.
Table 23 describes the ACD information provided by the Agent events tab.

Table 23: ACDinformation provided by Agent event tab

AGENT EVENTS DESCRIPTION

Agent Login This record is produced whenever an agent successfully logs on.

This record is produced whenever an agent successfully logs off. If agent A

is currently logged on extension X and agent B logs on to extension X, a log
off record is automatically produced for A. This is followed by the log on
Agent Logout record for B. Make Busy is automatically enabled on the extension when
the agent logs out. No remove Make Busy record is produced. The
extension number is the prime line of the ACD set which an agent is logged
on.

A record is not produced when a hunt group is placed in DND. The records
do not differentiate between setting DND locally and remotely. The
extension number reported is always the prime line of the ACD extension.
A set DND record will be produced for the following conditions:
l Setting DND locally by using the DND access code
Agent Set Do Not
l Setting DND remotely by using the remote DND access code
Disturb
l Setting DND remotely by using the attendant console features key
l Setting DND locally on a SUPERSET 4 telephone by pressing the select
features hardkey and dialing the digit 2 or setting it on a SUPERSET
4DN or SUPERSET 430 telephone by pressing the Do Not Disturb
Feature Key

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Table 23: ACDinformation provided by Agent event tab (continued)

AGENT EVENTS DESCRIPTION

The extension number is always the prime line of the ACD extension. A
clear DND record will be produced for the following conditions:
l Clearing DND locally by using an access code
l Clearing DND remotely by using the Cancel Remote DND access code
Agent Remove Do
l Clearing DND remotely by using the attendant console feature key
Not Disturb
l Clearing DND by using the Cancel All Features access code
l Clearing DND by using the Cancel All DND feature on the attendant
console
l Agent logging in on an extension in DND

This record is produced whenever an extension is placed in the Make Busy

Agent Set Make state. A record is not produced when an agent logs out because Set Make
Busy Busy is implied when an agent log out record is received. The extension
number is always the prime line of the ACD extension.

This is similar to Set Make Busy. No record is produced when the agent
Agent Remove
logs on. The remove Make Busy is implied by the log in record. The
Make Busy
extension number is always the prime line of the ACD extension.

This record is produced whenever an agent answers a call that was

directed to the ACD hunt group. The event record contains the Agent ID
and extension number (hunt group pilot number to which the call was
Agent Answer ACD placed). The ACD extension that answered the call can be determined by
using the last agent log in event for that extension. If the ACD set does not
have a logged in agent, the Agent ID area is blank and the extension
number is that extensions prime line.

A record of all of the non-ACD hunt group calls are included in this
Agent Answer
category. The extension number is always the prime line of the ACD
Personal
extension that answered.

This record is produced whenever an agent originates a call and enters a

conversation. A record is not produced under the following conditions:
Agent Make
entering a feature access code, dialing an invalid number, or hanging up
Outbound
before the called party answers. An agent extension number is always the
prime line of the ACD set that originated the call.

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Table 23: ACDinformation provided by Agent event tab (continued)

AGENT EVENTS DESCRIPTION

If Work Timer is in effect, the Agent Idle record is produced when the Work
Timer expires or when it is cancelled. If the agent enters Make Busy while
Work Timer is in effect, an Agent Idle record is produced followed
immediately by a set Make Busy record. A record is not produced to show
the end of the call or the start of the Work Timer. This entire period is
treated as part of the time to process the call.
Agent Idle
If Work Timer is not in effect, the Agent Idle record is produced at the end of
a call, not when the agent hangs up. For example, if the agent presses the
HANG-UP softkey and remains off hook for 5 seconds, the record is
produced when the HANG-UP is pressed, not when the agent actually
goes on hook. The extension number is always the prime line of the ACD
set that is now idle.

This record is produced when an agent terminates an ACD call and the
Agent Work Timer
Work Timer is started for that agent. If the Work Timer cannot be started,
Stat
an idle event record is produced instead.

Agent Remove
This record is produced when the Work Timer expires for that agent.
Work Timer

When an agent places a call on hold, a record is produced. If the agent

Agent Hold Active places another call or answers a call on a second line, the second call will
be recorded independently of the first.

When the held call is retrieved, a record is produced, indicating that the
Agent Hold Retrieve
agent is now busy on that line.

Agent Hold Abandon When the held call is abandoned, a record is produced for that line.

When an agent answers a remote ACD call, a record is produced. When

you have networked ACD (more than one ACD routing system networked
Agent Answer
together), local calls are calls routed through the same ACD routing system
Remote ACD
that the agents extension is located, remote calls are calls routed through
the other ACD routing system.

Agent Ringing ACD This record is produced when the telephone rings with an ACD call.

Interactive Contact
Center Queue Set This record is produced when the agent set the queue in DND.
DND Request

A record is produced when the supervisor puts a queue in DND and when
Interactive Contact the MiContact Center system puts a queue in DND. In YourSite
Center Queue Set Explorer=>Queues=>Business Hours tab, you set the hours of operation
DND for the business. The MiContact Center system reads these hours of
operation and will put this queue in DND during off hours.

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Table 23: ACDinformation provided by Agent event tab (continued)

AGENT EVENTS DESCRIPTION

Interactive Contact
Center Queue
This record is produced when the agent removed the queue from DND.
Remove DND
Request

A record is produced when the supervisor removes the queue from DND
and when the MiContact Center system removes the queue from DND. In
Interactive Contact
YourSite Explorer=>Queues=>Business Hours tab, you set the hours of
Center Queue
operation for the business. The MiContact Center system reads these
Remove DND
hours of operation and will remove this queue from DND during business
hours.

Interactive Contact
Center Agent Login This record is produced when the agent logged on.
Request

Interactive Contact
This record is produced when the supervisor logged on the agent.
Center Agent Login

Interactive Contact
Center Agent Logout This record is produced when the agent logged off.
Request

Interactive Contact
This record is produced when the supervisor logged off the agent.
Center Agent Logout

Interactive Contact
Center Set MKB
This record is produced when the agent sets himself as Make Busy.
with Reason Code
Request

Interactive Contact
Center Set MKB This record is produced when the supervisor sets the agent in Make Busy.
with Reason Code

Interactive Contact
Center Remove This record is produced when the agent sets himself in Make Busy.
MKB Request

Interactive Contact
This record is produced when the supervisor removes the agent from Make
Center Remove
Busy.
MKB

Interactive Contact
Center Set DND This record is produced when the agent sets himself as DND.
Request

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Table 23: ACDinformation provided by Agent event tab (continued)

AGENT EVENTS DESCRIPTION

Interactive Contact
Center Remove This record is produced when the supervisor removes the agent from DND.
DND

This record is produced when Interactive Contact Center queues are

synchronized to match the ACD routing system queues. In
YourSite=>Configuration=>Queue, under Interactive Contact Center
Interactive Contact
options, you can select this queue to be synchronized with the ACD routing
Center Sync Queue
system data each night. That means that the information in MiContact
Center will be changed to reflect what is programed on the ACD routing
system.

Interactive Contact
This record is produced when Interactive Contact Center agent groups are
Center Sync Agent
synchronized to match the ACD routing system queues.
Group

Interactive Contact This record is produced when Interactive Contact Center agents are
Center Sync Agent synchronized to match the ACD routing system queues.

Interactive Contact This record is produced when the synchronization between the MiContact
Center Sync Started Center database and the ACD routing system is started.

Interactive Contact
This record is produced when the synchronization between the MiContact
Center Sync
Center database and the ACD routing system is finished.
Finished

Queue events criteria for searches

When performing a queue events search, you can search on the following criteria:
l Agent group statistics
l Queue statistics (ACDpath and Ring Group)
l Date
The Queue events tab has the following search criteria:
Queue information
The Queue information box specifies the ACD queue or agent group used in the search. When you
type an ACD queue or agent group number, the search results contain records specific to that ACD
queue or agent group.
Queue event
When you select all three queue event check boxes (Agent Group statistics, Queue statistics,
Date), the search results contain records for all of the agent groups and queues, and all of the
ACDrouting system refresh cycles. The ACDrouting system performs a re-synchronization and
generates a refresh record every time it notices the date or hour has changed (once an hour).

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Agent information
NOTE:Not applicable to Ring Groups
The Agent information boxes specify the range of values for the Agents Available statistic used in
the search. For example, if you select a range of 5 to 10, the search results contain records for all of
the calls during periods when 5 to 10 agents were logged on to the ACD, but not in Make Busy or Do
Not Disturb.
Calls waiting/Longest waiting settings
NOTE:Not applicable to Ring Groups
The Calls waiting settings and Longest waiting settings boxes specify ranges of values for the Calls
waiting and Longest waiting statistics. For example, selecting a range from 10 to 999 in the Calls
waiting box produces all of the records for calls received during periods when more than 10 callers
waited in queue.
The Queue events tab displays the queue event criteria used in the search. (See Figure 58.)

Figure 58: ACD search criteria - Queue events tab

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Option events criteria for searches

The Option events tab displays the ACD routing system refresh records, error, and information
criteria used in the search. (See Figure 59.)
The Option events tab has the following search criteria:
Time ranges
The Time ranges boxes specify the time interval used for the search. The time interval applies to
searches on agent and queue events.
Exception records
MiContact Center Data Collection Service tags ACD routing system records that contain errors with
an E (ACD routing system 1) or e (ACD routing system 2). Under Exception records, you select the
Error records check box to include these records in the search output.
MiContact Center Data Collection Service writes a log record to the data stream upon start up. It
tags the log record with an I to indicate it is an information record. You select the Information records
check box to include log records in the search output. ACD Inspector displays the error and
information search result records on the Exception records tab.
In contact centers that have two ACD routing systems, MiContact Center Data Collection Service
tags records from the second ACD routing system with an S. The Com ports used by your ACD
routing systems are specified in YourSite Explorer under Media Servers=>Data collection.
Output record count
The Output record count specifies the maximum number of rows of records to display.

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Figure 59: ACD search criteria - Option events tab

RUNNING AGENT EVENTS SEARCHES

NOTE: When you run a search on Agent Answer ACD, type the Agent ID but do not type the agents
extension. Once answered, an ACD call is not pegged as an extension but is pegged as ACD. You
will get no data if you type the agents extension.
The following procedure describes how to run an Agent events search to find all of the records of
when agent 2005 was on ACD and used Set Make Busy.
To run an Agent events search
1. In Contact Center Client, click Tools=>Inspectors=>ACD Inspector.
The Agent events tab of the ACD Inspector criteria tab opens.
2. Click Select dates and select March 3, 2004 to March 5, 2004.
3. Under Select media servers, Phone is preselected.
NOTE: When you run a search on Agent answer ACD, type the Agent ID but do not type the
agents extension. Once answered, an ACD call is not pegged as an extension but is pegged
as ACD. You will get no data if you type the agents extension
4. You can find the Agent ID by selecting YourSite=>Configuration=>Agent login=>Agent
login. The Agent ID is located under the Agent login ID heading. Ensure you select the Agent
ID associated with the Phone media server.

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5. Under Agent information, type the Agent ID, 2005.

6. Under Agent events, if you are not selecting all events, clear Select all.
7. Select the Agent event(s) you want to search on, in this case, Agent answer ACD, Set
Make Busy, and Remove Make Busy.
8. You can leave the ACD queue blank.
9. Click Start search.
The ACD Inspector results - Agent events tab opens.

Agent events search results

This section describes the records produced when you run searches in ACD Inspector. Table 24
describes the ACD information provided by the Agent events tab. The Agent events tab displays the
ACD activity and the Make Busy activity for agent 2005. (See Figure 60.)

Figure 60: ACD search results - Agent events tab

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Table 24: Agent events result information

COLUMN HEADING DESCRIPTION

The Media server box identifies the ACD routing system (with or without
Media server
MiTAI) that produced the event record.

The Function/Event box displays the criteria for which you searched - in
Function/Event this case Agent answer ACD, Agent set Make Busy, Agent remove
Make Busy.

Date The Date box displays the date of the event record (month/day/year).

Time The Time box displays the time the event occurred.

The Extension Queue ID displays the Extension or ACD queue used for
the call. The Extension Agent ID column contains the extensions when
Extension Queue ID a search involves the extension (such as Make Busy). It contains Queue
IDs when no extension information is requested (such as Agent Answer
ACD).

The Agent ID box displays the agent number for the agent involved in the
Agent ID
call.

The Line number box displays the telephone line the agent used to pick
Line
up or originate the call.

Idle Event Modifier The Idle Event Modifier box indicates when the agent is idle.

Narrowing an Agent events search

You can use the Options tab in conjunction with the Agent events search or the Queue events
search. Using the Options tab, you narrow down the time frame for either search.
You can run an Agent events search to find all of the records for a specific agent who was on ACD
and when that agent used Set Make Busy. Then you narrow the search with the Options tab to
search between 9:00 A.M. and 11:00 A.M. only. The ACD Inspector results on the Agent events tab
display the ACD activity and the Make Busy activity for agent 2005 between 9:00 A.M. and 11:00
A.M. (See Figure 61.)

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To run an Agent events/Options events search

1. In Contact Center Client, click Tools=>Inspectors=>ACD Inspector.
The Agent events tab of the ACD Inspector criteria tab opens.
2. Click Select dates and select March 3, 2004 to March 5, 2004.
3. Under Select media servers, Phone is preselected.
NOTE:
l When you run a search on Agent answer ACD, type the Agent ID but do not type the
agents extension. Once answered, an ACD call is not pegged as an extension but is
pegged as ACD. You will get no data if you type the agents extension.
l You can find the Agent ID by selecting YourSite=>Configuration=>Agent login=>Agent
login. The Agent ID is located under the Agent login ID heading. Ensure you select the
Agent ID associated with the Phone media server.
4. Under Agent information, type the Agent ID, 2005.
5. Under Agent events, if you will are not selecting all events, clear Select all.
6. Select the Agent event(s) you want to search on, in this case, Agent answer ACD, Set
Make Busy, and Remove Make Busy.
You can leave the ACD queue blank.
7. Click the Option tab.
8. Under Time ranges, select the Start at and End at times with which to narrow the Agent
events search.
In this example, the start time is 9:00 A.M. and the end time is 11:00 A.M.
9. Click Start search.
The ACD Inspector results - Agent events tab opens.

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Figure 61: ACD search results - Agent events tab

RUNNING QUEUE EVENTS SEARCHES

You can run a Queue events search to determine when you had too few queue members available to
answer calls for a particular queue. You search for a maximum of two queue members and local calls
that waited between one and three minutes.
NOTE:The following example represents an ACD path queue event search.
To run a Queue events search
1. In Contact Center Client, click Tools=>Inspectors=>ACD Inspector.
The Agent events tab of the ACD Inspector criteria tab opens.
2. Click the Queue events tab.
3. Click Select dates and select March 1, 2004 and March 4, 2004.
4. Under Select media servers, Phone is preselected.
5. Under Queue information, type the ACD Queue, p280.
6. Under Queue event, select Queue stats.
7. Under Agent information, type 0-2 queue members.
NOTE:Not applicable to Ring Groups
In this example, you want to know when you have only two queue members scheduled to
answer the queue.

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8. Under Calls waiting setting, select 0-999 Local calls waiting.

NOTE:Not applicable to Ring Groups
In this example, you want to know the number of calls waiting on the ACD routing system to
which your queue member is connected. If you have only one ACD routing system, you do not
have any remote calls waiting.
9. Under Longest waiting settings, select 1-3 minutes.
NOTE:Not applicable to Ring Groups
In this example, you want to know the number of local calls that waited between 1-3 minutes.
You think waiting up to a minute is acceptable, so you did not search for calls less than a
minute. If you have only one ACD routing system, you do not search for the remote longest
waiting.
10. Click Start search.
The ACD Inspector results - Agent events tab opens.
11. Click the Queue events tab.

Queue events search results

The Queue events tab displays the number of calls that waited between one and three minutes (one
call), when there were a maximum of two queue members available, for the dates selected, for
queue 280. (See Figure 62.)

Figure 62: ACD search results - Queue events tab

Table 25 describes the ACD information provided by the Queue events tab for ACDpaths.

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Table 25: Queue events search result information - ACD paths

COLUMN HEADING DESCRIPTION

Media server Identifies the ACDrouting system that produced the event record

Function/Event Indicates whether the event record is for a queue or an agent group

Date Displays the date of the event record (month/day/year)

Time Displays the time the event occurred

Queue/Agent group Displays the queue or agent group number

Displays the current number of queue members logged on to the ACD

Agents available
system, who are not in Make Busy or Do Not Disturb

CW (Number of local Displays the number of local callers waiting for an available queue
calls waiting) member

LW (Longest local call The LW box displays the wait time for the caller waiting the longest in
waiting) queue for an available queue member

When you have networked ACD (more than one ACD routing system
Rem CW (Number of
networked together), the Rem CW box displays the number of remote
remote calls waiting)
callers waiting for an available queue member

When you have networked ACD (more than one ACD routing system
Rem LW (Longest networked together), the Rem LW box displays the wait time for the
remote call waiting) caller waiting the longest in a remote queue for an available queue
member

Table 26 describes the ACD information provided by the Queue events tab for Ring Groups.

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Table 26: Queue events search result information - Ring Groups

COLUMN HEADING DESCRIPTION

Media server Identifies the ACDrouting system that produced the event record

Function/Event Indicates the specific event, as defined in Table 27

Date Displays the date of the event record (month/day/year)

Time Displays the time the event occurred

Queue/Agent group Displays the queue on which the event took place

Agents available Not applicable to Ring Groups

CW (Number of local
Not applicable to Ring Groups
calls waiting)

LW (Longest local call

Not applicable to Ring Groups
waiting)

Rem CW (Number of
Not applicable to Ring Groups
remote calls waiting)

Rem LW (Longest
Not applicable to Ring Groups
remote call waiting)

Table 27 describes Function/Events column information for RingGroups.

Table 27: Function/Event column description - Ring Groups

COLUMN HEADING DESCRIPTION

CallAnswered Indicates the call was answered by a queue member

CallDistributed Indicates the call was distributed to a queue member

Indicates the call was sent to an alternate answer point, such as

CallOverflowed
another queue or voicemail

Narrowing a Queue events search

You use the Options tab in conjunction with the Agent events search or the Queue events search.
Using the Options tab, you can narrow down the time frame for either search.
You can run a Queue events search to find when you have too few queue members available to
answer calls for a particular queue. You search for a maximum of two queue members and local calls
that waited between one and three minutes. Then you narrow the search with the Options tab to
search between 9:00 A.M. and 11:00 A.M. only.
NOTE:The following example represents narrowing an ACD path queue event search.

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To run a Queue events/Options events search

1. In Contact Center Client, click Tools=>Inspectors=>ACD Inspector.
The Agent events tab of the ACD Inspector criteria tab opens.
2. Click the Queue events tab.
3. Click Select dates and select March 1, 2004 to March 4, 2004.
4. Under Select media servers, Phone is preselected.
5. Under Queue information, type the ACD Queue, p280.
6. Under Queue event, select Queue stats.
7. Under Agent information, type 0-2.
NOTE:Not applicable to Ring Groups
In this example, you want to know when you have only two queue members scheduled to
answer the queue.
8. Under Calls waiting setting, select 0-999 Local calls waiting.
NOTE:Not applicable to Ring Groups
9. In this example, you want to know the number of calls waiting on the ACD routing system to
which your queue member is connected. If you have only one ACD routing system, you do not
have any remote calls waiting.
10. Under Longest waiting settings, select 1-3 minutes.
NOTE:Not applicable to Ring Groups
In this example, you want to know the number of local calls that waited between 1-3 minutes.
You think waiting up to a minute is acceptable, so you did not search for calls less than a
minute. If you have only one ACD routing system, you do not search for the remote longest
waiting.
11. Click the Option tab.
12. Under Time ranges, select the Start at and End at times with which to narrow the Agent
events search.
13. In this example, the start time is 9:00 A.M. and the end time is 11:00 A.M.
14. Click Start search.
The ACD Inspector results - Agent events tab opens.
15. Click the Queue events tab.
The Queue events tab displays the number of calls that waited between one and three minutes,
when there were a maximum of two queue members available, for the dates selected, between 9:00
A.M. and 11:00 A.M. for queue 280. There was only one call that waited between one and three
minutes in the selected time frame and queue. (See Figure 63.)

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Figure 63: ACD search results - Queue events tab

RUNNING WILD CARD QUEUE EVENTS SEARCHES

When performing searches on the Queue Events tab, you can enter a P800 under Queue information
and the search will produce records involving Queue 800 only. Alternatively, you can run wild card
searches. When you perform wild card searches, you use * to represent the wild card. For example,
if you enter '*00' under Queue information on the Queue events tab, the search will produce records
for all of the Queues or Agent groups that end in '00' (for example, 200, 300).
NOTE:The following example represents an ACD path wild card queue event search.
To run a wild card Queue events search, where all of the queues end in '00'.
1. In Contact Center Client, click Tools=>Inspectors=>ACD Inspector.
The Agent events tab of the ACD Inspector criteria tab opens.
2. Click the Queue events tab.
3. Click Select dates and select February 9, 2004 and February 10, 2004.
4. Under Select media servers, Phone is preselected.
5. Under Queue information, type *00.
In this example, you are searching for all of the queues that end in '00'.
6. Under Queue event, select Queue stats.
7. Under Agent information, type 0-2.
In this example, you want to know when you have only two queue members scheduled to
answer the queue.
8. Under Calls waiting setting, select 0-999 Local calls waiting.

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In this example, you want to know the number of calls waiting on the ACD routing system to
which your queue member is connected. If you have only one ACD routing system, you do not
have any remote calls waiting.
9. Under Longest waiting settings, select 1-3 minutes.
10. In this example, you want to know the number of local calls that waited between 1-3 minutes.
You think waiting up to a minute is acceptable, so you did not search for calls less than a
minute. If you have only one ACD routing system, you do not search for the remote longest
waiting.
11. Click Start search.
The ACD Inspector results - Agent events tab opens.
12. Click the Queue events tab.
See Figure 64.

Figure 64: ACD Wild card search results - Queue events tab

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Wild card queue events search results

The Queue events tab displays the Queue statistics when there were a maximum of two queue
members available, for the dates selected, for all of the queues that end in '00'. The Queue statistic
in this case are the records of the ACDrouting system performing re-synchronization. A refresh
record is produced every time the system notices the date or hour has changed (once an hour).

RUNNING SEARCHES FOR ERROR AND INFORMATION

RECORDS
Using the Options tab, you can run a search for error and information records. The error messages
are records of sequence errors. The information records are records of when the Collector restarts.
To run an exception events search
1. Click the ACD Inspector criteria tab.
2. Click the Options tab.
3. Click Select dates and select a date.
4. Under Select media servers, Phone is preselected.
5. Under Time ranges, type the Start at and End at times.
6. Under Exception records ensure the Error records and/or Information records check
boxes are selected.
7. Under Output record count, select the maximum number of records you want to display.
8. Click Start search.
The ACD Inspector results - Agent events tab opens.
9. Click the Exception events tab.

Exception events search results

Table 28 describes the ACD information provided by the Exception events tab.

Table 28: Exception event result information

COLUMN HEADING DESCRIPTION

The Media server box identifies the ACD routing system (with or without
Media server
MiTAI) application that produced the event record.

The Function/Event box displays refresh records. The refresh event

Record
signifies the start of a new cycle of group and queue statistics.

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SMDR INSPECTOR
SMDR Inspector searches through SMDR data to find specific contact center events. For example,
suppose you receive a complaint from a caller who waited 16 minutes in queue for a customer
service agent, sometime between 1:00 P.M. and 1:30 P.M. sometime last week. In a single session,
you can search through data from multiple days to find a specific event. The search follows a wild
card format. Your specifications do not have to be exact. You can make the search as inclusive or
exclusive as you wish. The results are placed in an easy-to-interpret grid that can be printed or saved
to file. You can verify that your reports are valid by conducting searches against raw telephone
system data.
The search result tabs consist of the following:
l SMDR search results
l Exception results

RUNNING SEARCHES IN SMDR INSPECTOR

When you run a search, SMDR Inspector searches through the raw telephone system data on the
local hard drive. Each search requires the following information:
Select dates/Delete dates
The Select dates button specifies the date range within which you want to search. The Delete dates
button deletes days within the range you selected. The date is displayed month first, then day, then
year.
Select media servers
The Select media servers check boxes specify the origin of the data used in the search. Currently
you can search on telephone activity only. In the future, you will be able to search on email and chat
activity.
In addition to the date and media server parameters, SMDR Inspector has the following search
criteria tabs:
l Call parties
l Call types
l Options

Call parties criteria for searches

The Call parties criteria helps you to find call events such as, what calls an agent received (Called
party), what calls an agent made (Calling party), or what extension the call was transferred to (Third
party). (See Figure 65.)
The Call parties tab search options are as follows.
Digits dialed
The Digits dialed box specifies the queue number of the queue that picks up the call (for inbound
calls).

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The ANI digits box specifies the area code and telephone number for an inbound call. The search
results contain records that match the data the user typed in the ANI field.
The DNIS digits box specifies the phone number the caller dialed. The DNIS could be product
specific, or it could specify demographic variables or marketing targets.
The Account Code box specifies the Account Code number used in the search. Agents enter
Account Code numbers to tag inbound and outbound calls.
Outbound calls
The Outbound calls box specifies telephone number the agent dials (for outbound calls).
Call parties
The Calling party box specifies the extension or agent number (for an outbound call), or the trunk
number (for an inbound call) used in the search.
The Called party box specifies the answering extension or the trunk number (for an outbound call)
used in the search.
The Third party box searches for call records on the extension number used in a transfer.
Call identification
The Call identification box specifies the Mitel call IDs assigned to a call segment.
The Sequence ID box specifies the sequence number assigned to the call record by the telephone
system.
The Associated ID box specifies the number attached to associated data records of the call
assigned by the telephone system.

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Figure 65: SMDR search criteria - Call parties tab

Call types criteria for searches

The Call types tab displays the types of calls the agent receives, for example, ACD or non-ACD,
abandoned, interflowed, requeued, unavailable, or outbound calls. (See Figure 66.)
The Call types tab search options are as follows.
Call types
The Call types check boxes specify one or more categories of calls used in the search. The
telephone system generates an Unavailable (Queue unavailable calls) event record when a caller
dials a queue and the queue is not available (in DND) or there are no agents logged on to handle the
call.

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Answer supervision
The Answer supervision check box searches for instances where calls were answered by the called
party. If you have answer supervision and you make an outbound call but the called party does not
answer (you hang up) then an SMDR record is generated with no duration. If you do not have answer
supervision then no SMDR record is generated at all.
Busy call
The Busy call check box searches for call records on queues or extensions the caller dials but finds
busy.
Error by caller
The Error by caller check box searches for call records on numbers the caller dials that are not
recognized by the telephone system.
TAFAS answered
The TAFAS Answered check box searches for call records that involve calls manually picked up by
agents at alternate extensions. In a TAFAS answered call, an employee hears another employee's
phone ring and dials a number to pick up the call.
Internal call
The Internal call check box searches for call records on calls between employees that do not involve
trunks.
Blank
The Blank check box searches for call records that have no data in the Call completion box. That is,
when the check box is selected, the search output contains records where there is nothing recorded
in the Call completion box.
Attendant involved
The Attendant involved options specify whether or not call records for calls involving an automated
attendant are used in the search.
Transfer/Conference
The Transfer/Conference check box searches for records on transferred or conferenced calls.
Speed call/Forward
The Speed call/Forward check boxes search for call records involving a speed dial and/or
conference function. When the Blank check box is selected, the search output contains records
where there is nothing recorded in the Speed or Fwd check boxes.
System ID
The System ID check box searches for call records that pertain to a specific telephone system. In a
multi-site enterprise, you program each telephone system with a 3-digit system ID number. You can
distinguish records by their system ID number. The telephone system appends it to all of the SMDR
records.

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Figure 66: SMDR search criteria - Call types tab

Options criteria for searches

When you click Tools=>Inspectors=>SMDR Inspector, the Options tab opens. The Option criteria
work in conjunction with the Call parties criteria and the Call types criteria to narrow down the
search. (See Figure 67.)
The Options tab search options are as follows.
Time ranges
The Time ranges boxes specify the time interval used for the search.
Call duration
The Call duration boxes specify a range of values for the Call duration statistic used in the search.

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Time to answer
The Time to answer boxes specify a range of values for the Time to answer statistic used in the
search. For example, if you select a time to answer of 240 to 999 seconds, the search records
include calls that were answered by an agent after waiting at least 240 seconds to be answered.
Exception records
The MiContact Center Data Collection Service tags telephone system records that contain errors
with an E (telephone system 1) or e (telephone system 2). You select the Error records check box to
include these records in the search output.
The MiContact Center Data Collection Service writes a log record to the data stream upon start up. It
tags the log record with an I to indicate it is an information record. You select the Information records
check box to include log records in the search output. ACD Inspector displays the error and
information search result records on the Exception Records tab.
In businesses with two telephone systems, the MiContact Center Data Collection Service tags
records from the second telephone system with an S. You specify the Com ports used by your
telephone systems on the Data collection tab in YourSite Configuration.
Output record count
The Output record count specifies the maximum number of rows of records to display.

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Figure 67: SMDR search criteria - Options tab

SMDR search results information

The SMDR Search results tab shows the search results for Call parties, Call types, and Options
searches. Table 29 describes the SMDR information the SMDR Search results tab provides.

Table 29: SMDR search results information

COLUMN
DESCRIPTION
HEADING

The Media server box identifies the telephone system (with or without
Media server
MiTAI) that produced the event record.

The Start time of a call is reported in hours and minutes in either a 12- or 24-
Start time
hour format. If a 12-hour clock is used, the letter P indicates P.M. (hh:mmp)

Date The Date box displays the date of the event record (month/day/year).

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Table 29: SMDR search results information (continued)

COLUMN
DESCRIPTION
HEADING

The duration of a call is reported in hours, minutes and seconds

(hh:mm:ss). Leading zeros are output (Maximum time = 99 hours, 59
Total duration
minutes, 59 seconds). If the call duration exceeds 100 hours, a call duration
of 99 hours, 99 minutes, 99 seconds will be recorded.

The Calling party is the identity of the party that/who originated the call. It
may be a station, an attendant, or an incoming trunk, as described below:
(a) Station number as Calling party (cccc). A station number (extension
number or agent ID) may be one to four digits (0-9, *, #) which are left-
justified (that is, no leading zeros).
(b) Attendant as Calling party (ATTm). Calls originated by an attendant that
do not involve a third party are reported as a calling party by ATT, followed
by the console number. When the console number is in the range of 10
through 99, the format is modified to be ATmm. If an attendant calls an
outside party on behalf of a station or trunk, that station or trunk is reported
Calling party as the caller but the attendant flag symbol [*] is shown in the Attendant was
Involved box.
(c) Trunk number as Calling party (Tnnn or Xnnn). When the originating
party is an incoming CO trunk, Tnnn is shown on the record, where nnn is
the number of the trunk. If the trunk number is less than three digits long, it
is left-padded with zeros. If the extended digit length option is enabled, the
trunk number nnnn may be up to four digits long, left-justified and without
leading zeros. When the originating party is an incoming non-CO trunk,
Xnnn is shown in the trunks record. The T or X ensures that CO trunks and
CO Attendant trunks can be distinguished from tie trunks. The trunk
number is the trunk ID specified during customer data entry in the Trunk
Assignment form.

This 1-digit box contains an asterisk [*] when a call is assisted by, or
Attendant flag initially answered by, an attendant. This flag will not be shown if a call is
transferred to an attendant.

This is the number of seconds from the time an incoming external call rings
the destination until the call is answered. If a call is never answered, this
box displays three asterisks [***]. Leading zeros are output and the box
remains at 999 when an overflow is reached. If the Call Distribution (MCD)
Time to answer feature package is installed, and the MCD report transfers option is
enabled, this box contains the total time to answer regardless of the
(Time to Ans) number of times the call is rerouted. This box does not apply to Internal
SMDR.
NOTE: Time to answer does not include the duration the request waits in
queue outside of regular business hours.

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Table 29: SMDR search results information (continued)

COLUMN
DESCRIPTION
HEADING

External SMDR
External SMDR records the digits dialed on the outgoing trunk. A maximum
of 26 digits is recorded. This number is reduced to 20 when the Report
Meter Pulses option is selected in CDE. This box does not include the
trunk group access code on outgoing calls. The digits recorded are the
actual digits outpulsed on the trunk after digit modification has been
performed. On incoming calls, the digits dialed in on the trunk are recorded.
The digits dialed field contains the digits the telephone system used to
route the call. For an incoming call this could be the extension or the path to
which the call is being routed. For outgoing calls this is the number the
Digits dialed
caller dialed. When more than 26/20 digits are dialed, the remaining digits
are ignored.
If the MiVoice Business option is enabled, each device is listed whenever
the call is rerouted, rather than the last device as in non-MiVoice Business
loads. To reflect the MiVoice Business option, the Digits dialed on the
Trunk box displays dd1 ddd2 ddd3.
Internal SMDR
Internal SMDR records the digits dialed on an internal line. Up to 26 digits
are recorded.

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Table 29: SMDR search results information (continued)

COLUMN
DESCRIPTION
HEADING

External SMDR (Outgoing calls)

This reports the completion status of an outgoing call in so far as the
telephone system is able to determine it. When an outgoing call fails toll-
deny checking and is dropped, this box contains a T. When the trunk group
is programmed to receive Answer Supervision and a supervision is
received, an A is reported. When the trunk group is programmed for Toll
Reversal and a supervision is received, a T is reported.
External SMDR (Incoming calls)
The telephone system can monitor the outcome of a call and can provide a
comprehensive report on call completion. When the station or hunt group to
which a call is directed is busy, a B is recorded. When an incoming trunk
accesses an invalid number and receives reorder tone, an E is reported. An
E is also reported for incomplete calls. A T is reported if the incoming trunk
is answered with Trunk Answer From Any Station (TAFAS) and if an
Call completion flag outgoing trunk call is toll denied, or if the call is Pickup answered.
When an incoming call is forwarded by an attendant to a busy station, a B
is shown in the call completion status box, the number called is shown as
the third party, and the Attendant is shown as the called party.
Internal SMDR
An I indicates that an internal call was completed.
Speed Call or Call forward flags (S or F)
This box contains an S when the number is speed dialed, and an F when an
external call is forwarded through the external call forward feature.
If Internal SMDR is enabled, an F is also recorded when an internal call is
forwarded through the call forward feature. However, for internal calls the
Third Party box does not contain the number of the station that initiated the
call forward feature. The Third Party box is left blank because the Digit
dialed box identifies the station that has call forward enabled.

The Speed call/Forward check boxes search for call records involving a
speed dial and/or conference function. When the Blank check box is
Speed call forward
selected, the search output contains records where there is nothing
recorded in the Speed or Fwd check boxes.

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Table 29: SMDR search results information (continued)

COLUMN
DESCRIPTION
HEADING

A Called party can be a station number, an attendant, or for outgoing calls,

the outgoing trunk number. The Called party output format is identical to
that used for the Calling party. See Calling party. For incoming calls to an
Called party attendant, the called party is recorded as the attendant unless the attendant
transfers a call to a station. For direct-in-lines, it would be the station
number. On outgoing calls handled by an attendant, the called party would
be the outgoing trunks ID.

Transfer/Conference This box identifies calls involving three or more parties. It contains a T for
call supervised transfers, X for unsupervised transfers (that is, transfer in to
busy reports a T, transfer in to ringing reports an X), and a C for 3-way
(Trans Conf) conversations or conferences.

The Third party box contains the number of the station to which a trunk call
has been transferred. When several transfers take place during a trunk call,
the first party is the only one reported, as long as MCD Report transfers =
No, and Record transfers = No.
Third party If an external call is made to a station whose call forwarding is set to an
external number, the Third party box contains the number of the station that
initiated the call forward feature. For internal calls, the Third Party box is left
blank because the Digit dialed box identifies the station that has external
call forward enabled.

Enabling the report Account Codes option in the SMDR Options

Assignment form allows an Account Code of two to 12 digits to be recorded
Account Code
here, if one is used to make a call. Leading zeros are reported if they are
entered.

At the starting and end nodes of a network call a flag will be shown in this
box if route optimization has taken place. A route optimized call involves
two trunks to the same party: the pre-optimization trunk and the post-
Route optimization
optimization trunk. An SMDR record will be produced for both trunks, which
flag
will be distinguished by a lower case r for the pre-optimization trunk, and an
upper case R for the post-optimization trunk. Route optimization is
available with the MSDN/DPNSS Voice IV feature package only.

ANI/DNIS digits are recorded in this box. ANI and DNIS numbers can be
ANI/DNIS up to 10 digits in length, and are recorded for incoming calls on ANI/DNIS
trunks. COS option ANI/DNIS reporting must be enabled.

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Table 29: SMDR search results information (continued)

COLUMN
DESCRIPTION
HEADING

This optional 3-digit box may contain values from 000 to 999. 000 indicates
that no identifier has been entered. In the absence of a System identifier, a
Node identifier is printed (when programmed). When more than one node
System identifier identifier exists, the first one on the programmed list is printed. When both a
System ID and a Node ID are programmed, the System ID takes
precedence. Programming of System Identifiers and Node Identifiers is
described in the Customer data entry volume.

Call ID The Call ID box specifies the call number to which the record relates.

The Sequence ID box specifies the sequence number assigned to the call
Call ID seq
record.

The Associated ID box specifies the number attached to associated data

Assoc call ID
records of the call.

This optional 3-digit box may contain values from 000 to 999. 000 indicates
that no identifier has been entered. In the absence of a System identifier, a
Node identifier is printed (when programmed). When more than one node
System ID identifier exists, the first one on the programmed list is printed. When both a
System ID and a Node ID are programmed, the System ID takes
precedence. Programming of System Identifiers and Node Identifiers is
described in the Customer data entry volume.

Record See "SMDR record boxes" on page 483.

SMDR record boxes

This section describes the SMDR search output records available.
The telephone system records SMDR data in table format. Table 30 provides information used to
interpret the SMDR Inspector search output. It summarizes the SMDR record boxes and provides
the meaning of the symbols used.

Table 30: Summary of boxes in SMDR records

NAME FORMAT DEFINITION NOTES

mm = Month mm = 01 - 12
Date mm/dd
dd = Day dd = 01 - 31

hh = Hours hh = 00 - 12 or 00 - 23
Start time hh:mmp mm = Minutes mm = 00 - 59
p = pm p = P.M. (12-hour clock)

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Table 30: Summary of boxes in SMDR records (continued)

NAME FORMAT DEFINITION NOTES

hh:mm:ss = duration in hh = 00 - 99
hh:mm:ss
hours:minutes:seconds
mm = 00 - 99
Duration of
ss = 00 - 99
call
hhhh = 0000 - 9999
hhhh:mm:ss = duration in
hhhh:mm:ss mm = 00 - 99
hours:minutes:seconds
ss = 00 - 99

cccc = Extension #
c = 0 - 9, *, #
Tnnn = Trunk # (CO)
pppp nnn = 000 - 999
Xnnn = Trunk # (non-CO)
ATTm = Attendant
m = Console # (ATmm for
Calling party
Attendant 00 - 99)
ccccccc = Extension #
c = 0 - 9, *, #
Tnnnn = Trunk # (CO)
nnnn = 0000 - 9999
ppppppp Xnnnn = Trunk # (non-CO)
ATTmm = Attendant
mm = Console #

Attendant answered or
* = Attendant initiated the call, then
Attendant f
-- = Attendant not involved transferred it to an
extension

ttt = time in seconds (000 -

Time to 999) *** = Call unanswered Leading zeros output.
ttt
answer Incoming calls only.

xx...x x = 0 - 9, *, #
x...x y...y Up to 26 (20 if metering) digits y = 0 - 9, *, #
Digits dialed or dialed on the trunk x...x = Node ID &
on the trunk Network Format: up to 26 digits Extension # (up to 14 digits)
Tx...x y...y
(20 if metering) in total y...y = actual digits dialed
(Network
Format) Tx...x = Node ID & Trunk #

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Table 30: Summary of boxes in SMDR records (continued)

NAME FORMAT DEFINITION NOTES

A = Answer supervision
B = Called party busy Outgoing
Call Incoming Direct/Dial-in
E = Caller error
completion h
status I = Internal call Incoming/Dial-in incoming

T = Toll-denied, TAFAS Incoming/Outgoing

answered, or Pickup answered

S = Number was Speed called

Speed call or F = External call forwarded

S or F through External call fwd feature Outgoing
Call fwd flags
or internal call forwarded
through Call forward feature

cccc = Extension # c = 0 - 9, *, #
Tnnn = Trunk # (CO) nnn = Range specified in
Xnnn = Trunk # (non-CO) telephone system form
qqqq
programming
m = Console # (ATmm for
Called party ATTm = Attendant Attendant 00 - 99)

ccccccc = Extension # c = 0 - 9, *, #

Tnnnn = Trunk # (CO) nnnn = 0000 - 9999

qqqqqqq
Xnnnn = Trunk # (non-CO)
ATTmm = Attendant mm = Console #

T = Supervised transfer
X = Unsupervised transfer
Transfer/ U and I only apply to
C = 3-Way or Conference
Conference K ACD TELEMARKETER
call R = re-queue call
2000.
U = Path unavailable
I = Interflow

rrrr cccc = Extension # c = 0 - 9, *, #

Third party
rrrrrrr cccccccc = Extension # c = 0 - 9, *, #

Account
aa....a Length of 2 to 12 digits a = 0 - 9, space-filled
Code (opt.)

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Table 30: Summary of boxes in SMDR records (continued)

NAME FORMAT DEFINITION NOTES

r = pre-optimization trunk
Route
R = post-optimization trunk
optimization s
flag (opt.) - = Space (no route
optimization)

i = 0-9
iii = 000 - 999
000 = No code entered
System
identifier iii Entered by System ID In the absence of a System
(optional) ID, a Node ID is printed (if
programmed). When both
System ID and Node ID are
programmed, System ID
takes precedence.

Format
-aaaaaaaaaa-dddddddddd
- = blank
For Extended digit length
ANI/DNIS xx...xxxxxxx a = ANIS digit format only the 7 right most
d = DNIS digit DNIS digits are recorded.

Extended digit length format

-aaaaaaaaaa-ddddddd

RUNNING CALL PARTIES SEARCHES

You can run a Call party search to find out who called agent 2005 on March 10, 2004.
To run a Call parties search
1. Click the SMDR Inspector criteria tab.
The Options tab opens.
2. Click the Call parties tab.
3. Click Select dates and select March 10, 2004.
4. Under Select media servers, Phone is preselected.
5. Under Call parties, type the Called party, agent ID 2005.
6. Click Start search.
The SMDR Inspector results - SMDR Search results window opens.

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Call parties search results

The SMDR Search results tab displays the results of who called agent 2005. The agents extension
is 1106. He answers calls that come to queue 280 and dial zeros (which is extension 1290). On line
one of the results, an outside call dialed the agents extension. On line two, the agent answered a
call from his queue (P280). On line three, we see that extension 1107 called the agent. On line four,
we see that extension 1112 called his extension. (See Figure 68.)

Figure 68: SMDR search results tab - Call parties search

RUNNING CALL TYPES SEARCHES

You run a Call types search when you want to narrow down the Call parties search. Previously, you
have completed a Call parties search for agent 2005 (Call parties tab). Now you want to narrow the
search to include only Answer non-ACD call types.
To run a Call types search
1. Click the SMDR Inspector criteria tab.
The Options tab opens.
2. Click the Call parties tab.
3. Click Select dates and select March 10, 2004.
4. Under Select media servers, Phone is preselected.
5. Under Call parties, type the Called party, agent ID 2005.

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6. Click the Call types tab.

7. Under Call types, clear the check boxes for all of the criteria but Answer non-ACD.
8. Click Start search.
The SMDR Inspector results - SMDR Search results window opens.

Call types search results

The SMDR search results tab displays the call parties/call type results. All of the non-ACD calls
received by agent 2005 on March 10, 2004 are displayed. They included external and internal calls
where the caller dialed the agents extension (1106), and all of the dial zero calls. (ACD calls are
calls that are sent through the queue.) (See Figure 69.)

Figure 69: SMDR search results - Call types search

RUNNING OPTION SEARCHES

You run Option searches to narrow down Call types and Call parties searches. Previously, you ran a
Call parties search for agent 2005, and then a Call types search to include only Answer non-ACD
calls. Now you want to search for Answer non-ACD calls for agent 2005 that occurred between 9:00
A.M. and 1:00 P.M.

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To run an Options search

1. Click the SMDR Inspector criteria tab.
The Options tab opens.
2. Click the Call parties tab.
3. Click Select dates and select March 10, 2004.
4. Under Select media servers, Phone is preselected.
5. Under Call parties, type the Called party, agent ID 2005.
6. Click the Call types tab.
7. Under Call types, clear the check boxes for all of the criteria but Answer non-ACD.
8. Click the Options tab.
9. Under Time ranges, after the Start At time, type 9:00:00.
10. Under Time ranges, after the End At time, type 12:59:59.
11. Click Start search.
The SMDR Inspector results - SMDR Search results window opens.

Options search results

The SMDR search results tab displays the call parties/call type/options results. All of the non-ACD
calls received by agent 2005 on March 10, 2004 between 9:00 A.M. and 1:00 P.M. are displayed.
They included external and internal calls where the caller dialed the agents extension (1106), and all
of the dial zero calls. (ACD calls are calls that are sent through the queue.) (See Figure 70.)

Figure 70: SMDR Search result - Options search

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RUNNING SEARCHES FOR ERROR AND INFORMATION

RECORDS
Using the Option tab you can run a search for error and information records. The error messages are
records of sequence errors. The information records are records of when the Collector restarts.
Previously, you ran a Call parties search for agent 2005, and then a Call types to include Answer
non-ACD that occurred between 9:00 A.M. and 1:00 P.M.
To run an Exception event search
1. Click the SMDR Inspector criteria tab.
The Options tab opens.
2. Click the Call parties tab.
3. Click Select dates and select March 10, 2004.
4. Under Select media servers, Phone is preselected.
5. Under Call parties, type the Called party, agent ID 2005.
6. Click the Call types tab.
7. Under Call types, clear the check boxes for all of the criteria but Answer non-ACD.
8. Click the Options tab.
9. Under Time ranges, after the Start At time, type 9:00:00.
10. Under Time ranges, after the End At time, type 12:59:59.
11. Under Exceptions, select the Error records and Information records check boxes.
12. Click Start search.
The SMDR Inspector results - SMDR Search results window opens.

Exception search results

There was an information record produced every five minutes. Either the alarm is set incorrectly (the
system thinks it should be receiving data because the business hours indicate the business is open),
or the connection has died. The Exception results tab displays error and information records. (See
Figure 71.)
The Exception search has the following results information:
Media server
The Media server box identifies the telephone system (with or without MiTAI) that produced the
event record.
Record
The Data record box displays detailed information on the exception record.

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Figure 71: SMDR search results - Exception results tab

WILD CARD SEARCHES

NOTE:
l To search for a string of numbers within a digits dialed string, enclose the string of numbers in
parenthesis, such as '8905'. The search will produce records that include 8905 only in the
digits dialed string.
l To search for records where the calling, called or third party involved a trunk (BOTH T and X in
one search), put a C in the calling, called or third party box.
When performing searches on the Queue Events tab, you can enter a P800 under Queue information
and the search will produce records involving Queue 800 only. Alternatively, you can run wild card
searches. When you perform wild card searches, you use * to represent the wild card. For example,
if you enter '*00' under Queue information on the Queue events tab, the search will produce records
for all of the Queues or Agent groups that end in '00' (for example, 200, 300).

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EXPORTING SEARCH RESULTS

You can save the ACD Inspector and SMDR Inspector search results in the following formats:
l HTML
l Microsoft Excel
l XML
l Text
To export the search results
1. Click Save search.
The Inspector Search Results Export window opens.
2. Select the format in which you want the search results saved: HTML, Microsoft Excel, XML,
or Text.
3. Click Next.
4. Click the ellipses to select the location where you want to save the file.
5. After File name, type the file name.
6. Click Save.
7. Click Next.
8. Click Next to confirm the format in which you want to save the file and the location of the file.
A window opens with the message 'Inspector Search Results export to [export type]
complete.'
9. Click OK.
10. Click Finish.
A window opens with the message 'Would you like to view/open this file now?'
11. To view the file immediately, click Yes.
The file opens.

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INSTALLING MiCONTACT CENTER ON
VMware

OVA file specifications

Installation overview
Enterprise Server deployment and
installation on VMware
MiContact Center Installation and Administration Guide

INSTALLING MiCONTACT CENTER ON VMware

This section provides detailed instructions on deploying VMware Ready .ova virtual machines pre-
loaded with MiContact Center. Pre-loaded .ova virtual machines enhance the speed and ease of
installing and deploying MiContact Center by coming pre-loaded on a Windows Server 2012 R2
operating system, configured with all prerequisites, and only requiring minor software configuration
changes to get your business operational.
NOTE: You need to install Microsoft Excel in order to generate reports. You must install the 64 bit
version of Microsoft Excel (the 32 bit version is not supported).

OVA FILE SPECIFICATIONS

Table 31 lists the default hardware specifications for the OVA files when shipped.

Table 31: vApp hardware specifications

HARD DISK
vApp VIRTUAL CPUS RAM (GB)
SPACE (GB)

MiContact Center 4 8 120

Remote Server 4 8 120

NOTE: The values shown in the above table describe the hardware specifications for the vApp when
shipped. After deployment, you can edit the virtual machine settings so that there are more or less
CPU and RAM resources allocated, as necessary. The applications to which you have access are
dependent on your licensing options.
For optimum performance, it is recommended that the following power management settings be set
for MiContact Center .ova files:
l On your VMware vSphere host, the CPU Power Management Policies should be set to High
Performance.
l On your client, the Windows Power Option should be set to High Performance.

INSTALLATION OVERVIEW
Installing the MiContact Center vApp is a two-step process. First you must deploy the MiContact
Center Enterprise Server, which is an .ova virtual machine that is installed on a supported VMware
server. Once the virtual machine has been deployed, there are several post-deployment installation
and configuration steps that must be completed to get your business up and running. These include:
l Licensing the virtual machine's copy of Windows Server 2012 R2
l Changing the administrator account credentials for the server
l Configuring a computer name and IP address for the server
l Licensing MiContact Center
l For MiContact Center
l Configure media servers
l Synchronize the telephone system(s) with the YourSite database

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The following sections detail how to deploy MiContact Center .ova virtual machines and the post-
deployment installation and configuration changes required for all applications.

VIRTUAL MACHINE DOWNLOAD

To download the MiContact Center virtual machine
1. Log on to the Enterprise Server with a Windows administrator account.
2. The account must have full administrative privileges.
3. Ensure all of the Windows programs are closed.
4. Using a web browser browse to http://www.mitel.com.
5. Click Login.
6. Click Mitel Online.
7. Type your Mitel Online Username and Password and click Login.
8. Under Support click Software Downloads.
9. To download
l MiContact Center ova software, click MiContact Center=>MiContact Center
Software Download Release <current version>.
10. Click the link for the MiCC OVA file you want to download.
The Disclaimer appears.
11. To download your software:
l Click I Agree [Download using Software Download Manager (Recommended)] to
download using the Software Download Manager.
l Click I Agree [Download using HTTP] to download using your browser.
NOTE: If you click I Disagree, you are unable to download the software.
12. If you are downloading with the Software Download Manager, select the destination for the
download and click Save. When the file finishes downloading, click Launch.
13. If you are downloading using HTTP, depending upon the options presented in your browser,
choose to save or run the installation file.

ENTERPRISE SERVER DEPLOYMENT AND

INSTALLATION ON VMware
This section includes detailed instructions on how to deploy your MiContact Center vApp and all of
the post-deployment installation and configuration changes required to get your contact center up
and running.

BEFORE RUNNING THE DEPLOYMENT

Before deploying MiContact Center on a VMware server, you must have configured your VMware
server accordingly. For details on installing and configuring your VMware server(s), please consult
your VMware documentation.
In order to deploy MiContact Center .ova file, you must have installed and configured vSphere
Client.

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MiContact Center virtual machines require that both a Small business configuration of MiVoice
Business and MiVoice Border Gateway be previously configured before deploying MiContact
Center.
NOTE:Please refer to the MiContact Center and Business Reporter System Engineering Guide for a
list of supported VMware vSphere versions.

DEPLOYING MiCONTACT CENTER VIRTUAL MACHINES

To deploy MiContact Center virtual machines
1. In vSphere Client, click File=>Deploy OVF Template.
2. After Deploy from a file or URL, click Browse and navigate to the location to which you
downloaded the file.
3. Click Next.
4. Verify the .ova template details and click Next.
5. Review the End User License Agreement and click Accept.
6. Click Next.
7. Type a name for the deployed template.
8. Click Next.
9. If you are using vCenter, under Inventory Location, select the data center to which you want
to deploy the image.
10. Click Next.
11. If you have more than one host or a cluster, on the Host/Cluster window, specify the
host/cluster IPaddress.
12. Click Next.
13. If you have more than one datastore, select the datastore in which to store the virtual machine
files from the list.
14. Click Next.
15. Select the type of disk formatting you will use: Thick or Thin.
For more information regarding thick and thin disk formatting, see the Mitel Virtual Appliance
Deployment Solutions Guide.
16. Click Next.
17. Verify the .ova template options and click Finish.
VMware will deploy your virtual machine.

POST-DEPLOYMENT INSTALLATION AND CONFIGURATION

This section details all of the post-deployment installation and configuration instructions required to
make MiContact Center operational once you have deployed your .ova virtual machine.

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Installing and configuring MiContact Center

To install and configure MiContact Center
1. From vSphere Client, power on and launch the newly created virtual machine.
Windows will begin setting up your computer, then reboot, and then finish setting up your
computer.
2. On the Settings screen, select Country or Region, App language, and Keyboard layout.
3. Click Next.
4. Enter your Windows product key.
The product key was provided to you by Mitel during the software fulfillment process. If you
are unable to locate the product key, email miccorders@mitel.com.
5. Review the Microsoft Windows license terms and select the I accept check box.
6. Click Next.
7. When prompted to enter the Administrator password, enter and reenter the password.
8. Click Finish.
9. On the login screen, log in as an Administrator, using the password from step 7.
The InitialConfiguration Tasks window opens.
10. Under Provide Computer information, click Configure networking and configure an IP
address for the server.
11. Click OK.
12. Under Provide Computer information, click Provide computer name and domain, give
the computer a meaningful name, and, optionally, join a domain.
13. Click OK.
14. Under Activate Windows, click Activate Windows.
15. Under Configure MiContact Center, click Run Contact Center Management
Configuration Wizard.
The MiContact Center ConfigurationWizard opens.
16. On the Product Registration window, the wizard prompts you to select one of the following
licensing options, then click Next.
NOTE: To ensure you are able to register online, any firewalls and proxies must be configured
to allow traffic over port 80 to IP address 142.46.199.66.
l If an active Internet connection is available and you can access the license server, you
must register online. Select I would like to register now. The license key will be
provided over the phone or by email by Mitel during the purchasing and registration
process. After License key, paste the entire license key. You must submit your
registration information to Mitel and implement your license files within thirty days to
complete your software registration
l If you do not have access to the Internet or if you cannot access our license server,
select I would like to register later. Selecting this option will install a temporary demo
license. To obtain the licensing key, customers can contact their approved vendor.
Certified channel technicians can contact Mitel Technical Support.
17. The Configuring Enterprise Server window opens and, based on your licensing, sets up the
services for which you are licensed. When it has finished, click Next.
18. If you receive a warning that there was a failure in starting one or more services, note which
services failed to start. You will need this information in step 20.

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19. Click Finish.

20. If any services failed to start, in the Control Panel=>Administrative Tools, click Services.
If there were no services that failed to start, skip to step 29.
21. Locate the name(s) of the services that failed to start.
22. Right-click the service and select Properties from the drop-down list.
23. Click the Log On tab and change the Password to match the password you created in step 6.
24. Click Apply.
25. Click the General tab.
26. Click Start.
27. Click OK.
28. Follow steps 21-27 for each service that failed to start.
29. Disable the firewall or add an exception for the MiXML service.
30. Add and configure your media servers.
31. Configure the YourSite database using synchronization.
NOTE: Before running synchronization, you must either disable Windows Firewall or add
appgw.exe to the firewall exclusion list.

Installing and configuring a remote server

To install and configure a remote server
1. From vSphere Client, power on and launch the newly created virtual machine.
Windows will begin setting up your computer, then reboot, and then finish setting up your
computer.
2. On the Settings screen, select Country or Region, App language, and Keyboard layout.
3. Click Next.
4. Enter your Windows product key.
The product key was provided to you by Mitel during the software fulfillment process. If you
are unable to locate the product key, email miccorders@mitel.com.
5. Review the Microsoft Windows license terms and select the I accept check box.
6. Click Next.
7. When prompted to enter the Administrator password, enter and reenter the password.
8. Click Finish.
9. On the login screen, log in as an Administrator, using the password from step 7.
The InitialConfiguration Tasks window opens.
10. Under Provide Computer information, click Configure networking and configure an IP
address for the server.
11. Click OK.
12. Under Provide Computer information, click Provide computer name and domain, give
the computer a meaningful name, and, optionally, join a domain.
13. Click OK.
14. Under Activate Windows, click Activate Windows.
15. Under Configure MiContact Center, click Run Remote Server Configuration Wizard.
The Remote Server ConfigurationWizard opens.
16. Click Next.

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17. Enter the Enterprise Server Address.

18. After Computer IPAddress, confirm the auto-filled address is that of your remote server.
19. Click Next.
20. Click Finish.

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Appendix A
3300 ICP PROGRAMMING
Instructions for programming traffic data collection for the 3300 ICP are described in this section. All
other reporting options and feature programming are described in the Golden Rules documentation
located in the Mitel Knowledge Base at: http://micc.mitel.com/kb/TroubleshooterGuide50560.aspx.

PROGRAMMING TRAFFIC DATA COLLECTION FOR THE 3300

ICP
This section describes the options you must program on the Mitel 3300 ICP Traffic Options
Assignment form in order to collect traffic data and produce reports with the Traffic Analysis
application.
The Traffic Options Assignment form is a form-driven method to obtain time-based traffic reports on
telephone system usage. You can generate reports that cover attendant usage, channel utilization,
system activity, data station usage, delay to dial tone, extension-to-extension calls, feature usage,
and trunk use.

Traffic Options Assignment form

The Traffic Options Assignment form gives the communications site manager a form-driven method
of obtaining time-based traffic reports on the usage of the system. Reports may be generated as
required, covering attendant usage, channel utilization, system activity, data station usage, delay to
dial tone, extension-to-extension calls, feature usage, and trunk utilization.
NOTE:
l You can define up to six different time slots.
l If the start and stop time are blank while the time slot is active, an error message is displayed
when the commit operation is attempted; in this case, the changes will not be committed.
l No two traffic slot stops should be less than 5 minutes apart. This time is required for the
system time to generate the previous report.
l Making changes to the data in this form and recommitting interrupts a traffic report that is
running.
To program the Traffic Options Assignment form
1. Log onto the 3300 ICP telephone system.
2. Browse to the Traffic Options Assignment form.
3. Click Change.
4. Configure the traffic options as described in Table 32.

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 Table 32: Traffic Options Assignment form
OPTION VALUE

Select Yes to start a traffic session at the time specified in Start Time field
and finish at the Stop Time field for each of up to six different slots. The
report is resumed the next day at the same time. Select No to suspend the
Time Slot Active traffic report for the associated time slot. The traffic report will not run until
Yes is entered and the form recommitted. Default is No. There can be no
overlapping of ACTIVE time slots.
Select: Yes

Select the time the traffic report is to start running. Default is blank. The
Start Time start time must be assigned for active time slots; it can be blank for inactive
time slots. If the start time equals the stop time then the time period is 24
(-Hours, -
hours.
Minutes)
Select: 00:00

Select the stop time for the report. If the session is to run for 24 hours, enter
Stop Time the same time as the start time. Default is Blank. The stop time must be
assigned for active time slots; it can be blank for inactive time slots. If the
(-Hours, -
start time equals the stop time then the time period is 24 hours.
Minutes)
Select: 24:00

Select the length of time (15, 30, or 60 minutes) that data is to be collected
for the session before a traffic report is formatted and output. Default is 60
Period Length minutes.
Select: 15

Select the type of units (Erlangs or CCS) the report is to use. Default is
Usage Units Erlangs.
Select: Erlangs

Select Yes to spool the traffic report to the printer assigned to this function
in the Application Logical Port Assignment form. Default is No. We will be
Autoprint using the LPR1 Port 1754 to output traffic.
Select: Yes

Enter the maximum number of traffic reports to be stored in disk. Default is

Maximum Number 10.
of Traffic Files
Select: 10

Sections to include in Traffic Report

Select Yes to enable the collection of data for each resource group that is to be included in the
traffic report. Default is No

Route Plans Yes

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Table 32: Traffic Options Assignment form (continued)

OPTION VALUE

Route Lists Yes

Routes Yes

Trunk Groups Yes

Trunks Yes

Links No

Groups of Links No

Channels No

DTMF Receivers Yes

Data Transceivers No

Modem Groups No

Data Station Groups No

Attendant Groups Yes

Attendant Consoles Yes

Attendants Yes

Assigning a port
You must assign a port to the 3300 ICP to output traffic data.
To enable traffic data output
1. Log on to the 3300 ICP telephone system.
2. Browse to Application Logical Port Assignment.
3. Select Traffic Report Port.
4. Click Change.
5. Under Port Physical Name, type LPR1.
6. Click Save.

Testing traffic output

To test that traffic is being output through port 1754
1. Click Start=>Programs=>Accessories=>Communications=>Hyperterminal.
2. After Name type Traffic.
3. Ensure that the red telephone icon is selected.
See Figure 72.

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 Figure 72: Red Telephone Icon
4. Click OK.
5. After Connect using, select TCP/IP.
6. After Host address, type the IP address of the 3300 ICP
7. After Port number, type 1754.
8. Click OK.
9. Wait the Period Length you selected in the Traffic Options Assignment form, for example 15,
30 or 60 minutes. The traffic should then output to your screen.
10. After the output is complete, you can disconnect and close the hyper terminal window.

Configuring traffic options in MiContact Center

To configure the traffic collection options in MiContact Center
1. Start YourSite Explorer.
2. Click Media Servers.
3. Select a 3300 ICP media server.
NOTE: Make note of the Media Server ID. You will need this ID number later.
4. Click the Data Collection tab.
5. Verify the Traffic Analysis check box is selected and the port is 1754.
6. Click Save.
7. Wait the interval you selected in the Traffic Options Assignment, for example 15, 30 or 60
minutes.
8. Browse to <installation drive:>\Program Files (x86)\Mitel\MiContact
Center\DataDirectory\Node_[Media Server ID].
This is the directory of the media server for which you configured traffic options.
You should see a new file with the following naming convention, TYYYYMMDD.txt. For
example, T20050127.txt, where YYYY is the year, MM is the month, and DD is the date.
9. Double-click the file to open it and view the traffic data.

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Appendix B
IVR ROUTING ARCHITECTURE
IVR Routing can operate in different configurations depending on your scalable, resilient, and
redundant business environment requirements.

SCALABILITY
IVRRouting provides scalability by distributing call loads across multiple IVRRouting instances,
managed from a single user interface. Scalability enables you to increase your IVR Routing
instances as your business grows, supporting geographically distributed instances and reducing the
number of ports required for common IVRRouting tasks.

RESILIENT CONFIGURATION
IVR Routing also provides resiliency, with multiple live systems and redundant ports that
compensate when one system goes down and resilient ports across controllers. In a resilient
configuration, calls are routed through the secondary telephone switch if the primary telephone
switch fails. IVRRouting functionality then fails over to the secondary phone switch to continue
routing calls.
NOTE: You cannot make any major provisioning changes, for example, create new devices or make
changes to existing devices and their relations to workflow associations while in failover mode.
Figure 73 displays an example of IVRRouting configured with multiple 3300 ICP controllers,
providing ACD resiliency.

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Figure 73: Resilient Configuration

REDUNDANT CONFIGURATION
Resilient and reliable redundant IVR Routing environments are configured using multiple instances
of live IVR Routing servers, with redundant ports to compensate when one system is impacted by
hardware or software issues, network outages, or other unforeseen circumstances. Ports are
resilient across multiple telephone systems and self-sufficient remote instances of IVR Routing will
continue to function even if they lose connectivity to the primary database or site.
In the redundant IVR Routing configuration, the primary IVR Routing instance resides with the
MiContact Center Enterprise Server, which the secondary IVR Routing instance resides on a
separate Remote Server. Each IVR Routing instance is assigned 50% of the ports and a matching
set of redundant ports. If one server instance fails, it can use the redundant ports to handle the full
call load.
NOTE: When using IVR Routing in a remote configuration, the Enterprise Server and all remote
IVRRouting servers must be in the same workgroup or domain to synchronize workflows correctly.
Figure 74 displays the redundant IVR Routing configuration.

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Figure 74: Redundant configuration

HIGH AVAILABILITY CONFIGURATION

IVRRouting high availability configuration consists of fully resilient controllers with dedicated highly
available IVR Routing instances. Remote IVRRouting instances can be geographically dispersed to
provide an added level of redundancy. In this configuration, we suggest IVRRouting not be installed
on the Enterprise Server to avoid overloading the Enterprise Server hardware components. Each
IVR Routing instance is on a dedicated server with a mirror of the Enterprise Server configuration
information. If the Enterprise Server fails, all IVRRouting instances are unaffected. By making the
telephone systems redundant in this configuration, if one IVR Routing instance fails, the remaining
instances will pick up traffic from the telephone systems (up to the limitations of the hardware).
NOTE: When using IVRRouting in a remote configuration, the Enterprise Server and all remote IVR
Routing servers must be in the same workgroup or domain to synchronize workflows correctly.
Figure 75 displays the resilient controller, dedicated high availability IVR Routing configuration.

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Figure 75: High availability configuration

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