RELEASE 8.1
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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
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
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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 SMTP connections 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
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
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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 (ACD path) 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 (ACD path) 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 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 ANI data 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
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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 CRM Connector 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
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
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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 IVR ROUTING
IVR Routing 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 IVR Routing 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
Configuring hunt group IVR settings 217
Deleting hunt groups 217
Configuring queues 217
Configuring Inqueue routing 217
Configuring UPiQ options 218
Playing Expected Wait Time announcements 219
Configuring RAD messages 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
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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 activity’s 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
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 activity’s 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
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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
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 PCI Compliant 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
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Creating the main Dial Active Directory workflow 374
Configuring the DialByAD subroutine 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 CTI DEVELOPER 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
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
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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
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
Chapter 1
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
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 [email protected].
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 Client’s 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.
What's new in Version 8.1?
3 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 Center’s 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
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 available from 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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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), IVR Routing 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 - Contact Center 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 IVR Routing 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 [email protected].
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 North America
1 800 722 1301, Option 4 (Mitel Partner Services), Option 4 (Licensing) Submit a ticket by emailing: [email protected]
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: [email protected]
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_ [email protected]
After business hours: +44 (0) 1291 436089, Option 1 (AMC Support) 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 [email protected]
After business hours: +61 2 90239516. Please leave a message and you will receive a call back within one hour.
Chapter 2
ENTERPRISE SERVER INSTALLATION
AND UPGRADES
Enterprise Server installation
Verifying the installation was successful
Enterprise Server upgrades
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 MiCC Setup l YourSite Explorer l Contact Center Client
l Workforce Scheduling, Schedule Adherence, and Employee Portal l Flexible Reporting
l MiCC Office 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
Enterprise Server installation
9
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 SQL Server, 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 SQL Writer 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 account’s password is set to never expire. If the password is changed, the installer will need to be rerun to reconfigure all services.
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.
Enterprise Server installation
11 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.
0 AlwaysOff DEP is disabled for all processes.
1 AlwaysOn DEP is enabled for all processes.
2 OptIn DEP is enabled only for Windows system components and services that have DEP applied.
3 OptOut DEP is enabled for all processes. Administrators can manually create a list of specific applications that do not have DEP applied.
Table 1: Data Execution Prevention status
Installing SQL Server
Before you install MiContact Center, you must install SQL Server 2012 or 2014 Express Edition. Your SQL Server version must include Tools.
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 SQL Replication 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:
Enterprise Server installation 13 l Local databases: l CCMRouting l CCMRuntimeServices l Ccmwa
SQL Server best practices
If you are installing SQL Server 2012 or SQL Server 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 [email protected].
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.
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 MiCC Setup. 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 MiCC Setup. 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 [email protected] (North American customers) or your approved Mitel vendor (for customers residing outside of North America).
Enterprise Server installation
15 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 MiCC Setup 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
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 Server’s 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
Enterprise Server installation
17 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 MiCC Setup 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.
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 Hosted Service 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 IP address 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.
