DESCRIPTION

This error means that the PF alarm SNMP dll has not been loaded.

SEVERITY

Error

IMPACT

Alarms will not be pushed to your SNMP software until this issue is reoslved.

TROUBLESHOOTING STEPS

1. Ensure windows SNMP service is installed.
2. Ensure windows SNMP service is running.
3. Check the event log for SNMP errors.
4. In the registry, create DWORD value (32 bit server) HKLM/SOFTWARE/prairieFyre/PfSnmpAgent/[MaxLogsToWrite] = 0xffffffff or (64 bit server) HKLM/SOFTWARE/Wow6432Node/prairieFyre/PfSnmpAgent/[MaxLogsToWrite] = 0xffffffff
5. Restart the SNMP service, then check %windir%\System32\snmpdbg.log for errors.

APPLIES TO

CCM 6.X and newer

DESCRIPTION

This error means that an attempt to connect to the alarm feed failed.

SEVERITY

Error

IMPACT

The color coded "gumdrop" at the bottom right of YourSite Explorer cannot display the alarm condition of the server.

TROUBLESHOOTING STEPS

1. Ensure IIS is running.
2. Ensure that the maintenance alarm dispatcher is running.
3. Check the dispatcher logs for errors.
4. Restart the dispatcher service.
5. Do an IIS reset (Start > Run > type IISRESET). 

APPLIES TO

CCM 6.X and newer

DESCRIPTION

Emails have entered a FailedRoute state in storage. This can happen for a number of reasons including an improperly configured workflow as well as unexpected workflow errors. 

SEVERITY

Major 

IMPACT

These email messages will not be routed. 

TROUBLESHOOTING STEPS

In order to determine why these emails did not route, please do the following:

1. Go to [InstallDir]\CCM\DataDirectory\SearchStorage\
2. Right-click the headers and ensure that Tags is checked.
3. Consult the 7~ section in the tags column to see what the reason code is.

Reason Codes:
0 - None (as far as the system can tell, nothing has gone wrong with this message.)
1 - Invalid destination (the destination address was not a valid email address)
2 - Workflow exception (the workflow ran into an error while processing this message.  Check the Routing Media log file for errors.)
3 - No workflow to run (the system does not see a workflow for this queue.  Check the Routing Media log file for errors.)
4 - Transfer exception (the transfer failed.  Check the Storage Service log for errors.)
5 - Audit not in enterprise services (this indicates that the message was InQueue, but the Enterprise Server did not know about it.  Check the Enterprise Server logs for errors.)
6 - No valid media server (the system thinks there is something wrong with the configured media server.  Check the Routing Media, and Enterprise Server logs for errors.)
7 - Hard audit (This conversation has been manually removed using the Router Diagnostic tool.)
8 - No matching queue email (This could be for email, chat, or sms.  It means that we were trying to do auto-routing (with the destination queues variable) but there was no queue with a matching email, sms number, or GUID for chat.
9 - Max re-ring attempts (If an item gets stuck in systeminbox we try to “re-ring” it several times but after repeated failures we fail the message.)
10 - Tags missing (There are some critical tags (eg. conversationId or smtpId) that are missing form the .MSG file and we cannot recover.)
11 - Bounce detected (This indicates the detection of a bounced email, or auto-reply.  Ping-Pong protection has tried to prevent a loop from occurring.)
12 - Tags out of step (There is a difference between what the tags say on disk and what search storage is reporting them as.  To prevent misrouting, the message has been failed.)

APPLIES TO

7.0 

DESCRIPTION

Communication between the prairieFyre licensing server and the customers prairieFyre CCM server is not working.

SEVERITY

Error

IMPACT

License updates will not work.

TROUBLESHOOTING STEPS

This can occur for different reasons.  For assistance, see http://micc.mitel.com/kb/KnowledgebaseArticle51123.aspx.
 
Other troubleshooting steps could include:
1.)  Proxy - Disable any proxies that could be blocking communication between the prairieFyre licensing server and the CCM server.
2.)  Windows Firewall - Disable Windows Firewall
3.)  No internet connection - An offline registration is required. 

APPLIES TO

CCM 6.0 

DESCRIPTION

The telephone system synchronization failed and the area of its failure was Commit. 

SEVERITY

Error

IMPACT

The telephone system synchronization did not complete. 

TROUBLESHOOTING STEPS

Checking the telephone system synchronization logs may indicate what caused the error. Telephone System Synchronization logs can be found in [InstallDir]\CCM\Logs\ look for the prairieFyre.Services.DataSynchronizationService.TXT file.

1. Check the prairieFyre.Services.DataSynchronizationService.TXT  log file for details.
2. The main source of Commit errors involves the prairieFyre SQL database. If the synchronization logs refer to SQL errors or table conflicts, confirm that your credentials have the correct permissions in SQL and that there are no Foreign Key Constraint errors.
For more information on Foreign Key Constraints, consult the following article: www.prairiefyre.com/kb/KnowledgebaseArticle50364.aspx
3. Commit errors are sometimes caused by media server configurations that cannot synchronize with YourSite Explorer.  The error will indicate the configuration field that is causing the error. Once you have identified this field, type the media server’s IP address in a web browser and check the media server's configuration. 

APPLIES TO

6.x.x.x 7.x.x.x 

DESCRIPTION

In Version 8.0, the MiCC Setup Deployment on the Enterprise Server hashes the .ZIP files that will be downloaded by client machines and stores that value in each associated update manifest file.  This mechanism is used in order to validate the integrity of a file transfer before deploying it on client and remote servers.  If either the value in the manifest file or the contents of the zip file have been modified, a mismatch will be detected upon the update download, the zip will be deleted, and the update will be re-downloaded again at the next update interval (Default 10 minutes).

This alarm will fire during the nightly maintenance run if a mismatch is detected.

SEVERITY

High 

IMPACT

Updates will continuously be re-downloaded on all clients and remote machines until the mismatch is resolved. 

TROUBLESHOOTING STEPS

Re-run the redistribution packager application on the MiCC server.  The executable is:  [InstallDir]\CCM\PFInstaller\MiCC.RedistPacker.exe 

APPLIES TO

MiCC Version 8.0 and newer 

DESCRIPTION

This is an error that occurs in the MiCC Installer whereby it is loading the License page (which contains the license agreement and license key) and it is unable to find the license file (which should live alongside the installer on such deployments).  The only reasons for this to happen are:

1. the extraction or download process for this deployment has failed, corrupting this file.
2. the deployment has been tampered with.

SEVERITY

High 

IMPACT

We cannot allow the installation to continue any further under these circumstances because we need the license agreement to be accepted before the installation continues.

TROUBLESHOOTING STEPS

1. Delete the unpacked folder in the root of C:\ 

APPLIES TO

MiCC Version 8.0 and newer 

DESCRIPTION

If the Storage path is a UNC path (ex: \\10.33.28.98\TestStorage), you will get these alarms (along with errors in the StorageService.log and MCCWa.log files) when the storage service and the MCCWa app pool run under a user account that does not have read/write access to that path. Note that this will happen for example if you run them under the default user (LocalSystem).

Please note that starting in v8.0, the storage path is now stored in the registry, under Computer\HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\prairieFyre Software Inc\CCM\Common\MultimediaStoragePath.

SEVERITY

High 

IMPACT

The MiCC server won't be able to store the emails after downloading them, and so won't be able to process them and the emails will accumulate on the mail server.

TROUBLESHOOTING STEPS

Double click on the "MiContact Center Storage" service, select the Log On tab, make sure "This account" is checked and that a user account with proper read/write access to the UNC path is set. 

APPLIES TO

MiCC Version 8.0 and newer 

DESCRIPTION

If the Storage path is a UNC path (ex: \\10.33.28.98\TestStorage), you will get these alarms (along with errors in the StorageService.log and MCCWa.log files) when the storage service and the MCCWa app pool run under a user account that does not have read/write access to that path. Note that this will happen for example if you run them under the default user (LocalSystem).

Please note that starting in v8.0, the storage path is now stored in the registry, under Computer\HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\prairieFyre Software Inc\CCM\Common\MultimediaStoragePath.

SEVERITY

High 

IMPACT

The MiCC server won't be able to preview emails that would have been previously downloaded, or send out new emails.

TROUBLESHOOTING STEPS

Open the IIS Manager, select the Application Pools folder, locate the MCCWa application pool, right-click on it and select "Advanced Settings...", locate the Identity field, and make sure it's set to a user account with proper read/write access to the UNC path. 

APPLIES TO

MiCC Version 8.0 and newer 

DESCRIPTION

This error is thrown when you're running the MiCC Installer and IIS cannot be installed. 

SEVERITY

Critical 

IMPACT

MiCC functionality will not work without IIS. 

TROUBLESHOOTING STEPS

The following windows modules must be installed:

• IIS 6 Metabase Compatibility
• IIS Application Development > APS.Net
• IIS Common HTTP Features > Default Document
• IIS Health and Diagnostics > Request Monitoring
• IIS Security > Request Filtering
• IIS Common HTTP Features > Static Content
• IIS Application Development > ISAPI Extensions
• IIS Application Development > ISAPI Filters
• IIS > IIS 6 Management Compatibility
• IIS Application Development > .NET Extensibility
• IIS Management Tools > IIS Management Console
• IIS Security > Windows Authentication

APPLIES TO

MiCC Version 8.0 and newer 

DESCRIPTION

This MiCC Error will be triggered with 2 different severities:

1. Warning:  The installer iterates all of the fixed drives (hard drives, no network drives) and if it finds any that don't meet the minimum space requirement, it is logged as a warning to NOT attempt to deploy to THAT hard drive.
2. Error:  The installer needs to extract its' deployment packages to the OS hard drive in order to install the software.  If there is not enough space detected on the OS hard drive, this will be logged as an error and the deployment can't proceed.

SEVERITY

Variable (see description above)

IMPACT

Warning:  The installer will not install to the hard drive in question.
Error:  The installer cannot proceed. 

TROUBLESHOOTING STEPS

The best solution is to ensure that the OS hard drive and your intended installation drive have sufficient free space.

APPLIES TO

MiCC Version 8.0 and newer 

DESCRIPTION

This alarm is raised when Elasticsearch does not respond to connection attempts, search queries, and indexing (read/write) requests.

SEVERITY

High 

IMPACT

The Storage Service cannot function, and search queries in multimedia will be non-responsive. 

TROUBLESHOOTING STEPS

1. Collect a support package using the Contact Center Client.
2. Restart the Elasticsearch service.
3. Contact support to investigate the cause of the service failure. 

APPLIES TO

MiCC Version 8.0 or newer 

DESCRIPTION

You see this error when you're running the MiCC Installer and the "Hard Drive Space" pre-requisite is being checked (to see if you have enough hard drive space to install the software) and it cannot find the package that it should be deploying.

There is likely an issue with the download or package extraction.

SEVERITY

High 

IMPACT

The installation can not continue. 

TROUBLESHOOTING STEPS

If you encounter this error:
1. Delete the deployment package you have
2. Delete the unpacked folder in the root of C:\ if you have one.
3. Download the package again. 

APPLIES TO

MiCC Version 8.0 and newer 

DESCRIPTION

The installer has determined that you do not meet the minimum required RAM for a MiCC server.

SEVERITY

High 

IMPACT

The installation will not continue. 

TROUBLESHOOTING STEPS

Ensure that your server meets the minimum system requirements as per the system engineering guide. 

APPLIES TO

MiCC 8.0 and newer 

DESCRIPTION

An alarm 0001 will present itself when the sync of a prompt or workflow fails to be downloaded to any of the remote IVR servers. The alarm will display the name of the prompt or workflow as well as the server that failed to download the file.

SEVERITY

Warning.

IMPACT

Audio files will not be able to play from the remote VWM server resulting in a poor customer experience.

TROUBLESHOOTING STEPS

1. Open YourSite Explorer and go to the Servers page.  Ensure that the remote IVR server is listed correctly.
2. Attempt to save the file a second time.
3. In YourSite Explorer click the Tools tab at the top and then click Re-synchronize clients.  This will attempt to force a download of all files since the last completed synchronization.

APPLIES TO

CCM/VWM/IVR

DESCRIPTION

The media server is licensed for Call Accounting and there are real-time agent reporting numbers that are also programmed as real-time, costed extensions.

SEVERITY

Minor 

IMPACT

This results in incorrect Call Accounting reporting for the extension.

TROUBLESHOOTING STEPS

In YourSite Explorer, ensure agents and extensions do not have the same reporting numbers.

If you need to use the same reporting numbers, you can try selecting the Disable Real-Time Reporting check box in the agent or the extension configuration window in YourSite Explorer.  You must ensure that the extension is not licensed for call accounting or business reported when using this solution.  If the extension is still costed, it will still trigger the alarm.  If this does not work for you, you can disable the alarm in YourSite Explorer. 

APPLIES TO

CCM 6.0.2 and newer

DESCRIPTION

This alarm is triggered when the VWM Messaging service tries to access a .wav file that is no longer there, is corrupted, is saved in the incorrect format, or cannot be accessed for any reason.

SEVERITY

Minor

IMPACT

Audio files will not be able to play from the VWM server resulting in a poor customer experience.

TROUBLESHOOTING STEPS

Audio files must be saved in [INSTALLATION DIRECTORY]\CCM\IVR\Media\<language>\ where <language> is the specified language for the file (ie. EN-US for English United States).

 

APPLIES TO

CCM/VWM 

DESCRIPTION

Ports will go out of service for the following reasons:

• The port is in use by another application.  In this case will port will keep alternating between in and out of service.
• MiAUDIO Lost connection to the PBX due to network issue.  In this case you will see that all ports will be out of service.
• The port is not programmed right on the PBX.
• During heavy call traffic some of the ports will go out of service, Mitel is currently working on this issue.
  
  

SEVERITY

Major/Critical

IMPACT

VWM will not be processing calls if the port is out of service. 

TROUBLESHOOTING STEPS

1. There is a form on the ESM that shows the IP address of the PC using the port in order to find out where is the application that is hijacking the port.
2. UAC must be disabled and appropriate firewall exceptions made for MiAUDIO.
3. Ensure connectivity to the PBX is possible, either by pinging the controller or by reaching the ESM web configuration via it's IP
4. Ensure the port has been programmed as a 5020IP set, and it's service type within User and Devices is set to Trusted. Also verify the MAC address has been populated accordingly, for example:
   • Port 1221 will have a MAC address of A1:21:00:00:12:21
   • Port 778965 will have a MAC address of A1:21:00:77:89:65:66 

APPLIES TO

CCM/VWM 

DESCRIPTION

This alarm will be triggered when the number of ports that go out of service exceeds 33% of the number of licensed ports.

SEVERITY

Variable

IMPACT

VWM will not be processing calls if the port is out of service.

TROUBLESHOOTING STEPS

Please follow the following steps for troubleshooting ports out of service;

1. There is a form on the ESM that shows the IP address of the PC using the port in order to find out where is the application that is hijacking the port.
2. Check to see if UAC is turned on or a firewall is blocking MiAUDIO from connecting to the PBX, also make sure you can Ping the PBX.

• You could also make sure that the NetworkAdapter IP address programmed in the YSE can ping the PBX. [ Launch YSE -> go to Visual Workflow manager -> click Extension page -> click on the port, the networkAdapter will be the field named MiTAI/MiAudio Local Binding IP Address].

   i.e: port 1221 its MAC Address will be A1:21:00:00:12:21
        port 1109 its MAC Address will be A1:21:00:00:11:09
        port 778965 its MAC Address will be A1:21:00:77:89::65
        port 99887766 its MAC Address will be A1:21:99:88:77:66

NOTE: Depending on which port is out of service, the IVRInbound, IVROutbound or Upiq service may be restarted to recover the system.

APPLIES TO

CCM/VWM 

DESCRIPTION

This alarm is triggered when the VWM Messaging service tries to access a .wav file and is unsuccessful.  It can also be caused by a .wav file attempting to play after the audio channel has closed, such as when a caller hangs up before completing a menu and the system attempts to play the 'no input' audio file after.

SEVERITY

Minor

IMPACT

Audio files will not be able to play from the VWM server resulting in a poor customer experience.

TROUBLESHOOTING STEPS

The wave files must be in the proper codec format: CCITT, uLaw, 8khz, 8bit, mono.

APPLIES TO

VWM