Quantcast
Channel: Mitel MiContact Center Knowledge Base » Event Descriptions » Latest Articles
Viewing all 90 articles
Browse latest View live
↧

ALM0016 - IVR Insufficient Outbound Ports

November 30, 2015, 11:34 pm
$
0
0
Article ID: 51358 - Last Review: December 1, 2015

DESCRIPTION

This alarm is triggered when the outbound services tries to get an available outbound port to execute a workflow and they all are busy for a minute.

SEVERITY

Minor

IMPACT

Not having enough call back ports to handle the volume will increase the time it takes a customer to get a call back.

TROUBLESHOOTING STEPS

This issue can be resolved by reallocating ports, purchasing additional ports, or by adjusting when customers are offered callbacks. 



APPLIES TO

VWM/CCM 6.0.X.X


NOTE: This event code will no longer be used in version 7.0


Keywords: ALM0016
↧
Search

ALM0017 - IVR Port in DND

November 30, 2015, 11:34 pm
$
0
0
Article ID: 51359 - Last Review: December 1, 2015

DESCRIPTION

This alarm is triggered when the VWM port goes into DND and the system is not able to remove it.


SEVERITY

Major


IMPACT

When ports are in DND, VWM is unable to process calls.


TROUBLESHOOTING STEPS

Typically this indicates a problem in COS. Only RAD ports should have the ability to be set DND.  Please correct the COS settings according to our Golden Rules.

  • RAD Ports should be set to DND: True.
  • All other IVR ports should be set to DND: False

 

APPLIES TO

VWM/CCM 

Keywords: ALM0017
↧
↧

ALM0018 - IVR Port Not Answering

November 30, 2015, 11:34 pm
$
0
0
Article ID: 51360 - Last Review: December 1, 2015

DESCRIPTION

This alarm will be triggered if the VWM delivers a call to a port, but the port does not answer it within a timeout period of 4 rings. 

SEVERITY

Major


IMPACT

This port will not be processing calls until the problem is corrected.


TROUBLESHOOTING STEPS

  • This is often an indication that the MiTAI monitor is not set, or has been lost.  The reason the severity is a warning is because the auditor code is aware of this and will continously attemp to reset the MiTAI monitor, if this is the case.
  • Make sure that the MiTAI Proxy service is up and running.
  • Look at the MiTAIProxy Logs and check that ICP connection is opened to the corresponding PBX. [No SXERR_PBX_NOT_OEPN OR SXERR_SERVER_UNAVAILABLE]. 


APPLIES TO

VWM/CCM 

Keywords: ALM0018
↧

ALM0019 - IVR UPIQ Port Deprived

November 30, 2015, 11:36 pm
$
0
0
Article ID: 51361 - Last Review: December 1, 2015

DESCRIPTION

The UPIQ service tried to access a UPIQ port from the configured port group but there were none available.

SEVERITY

Minor

IMPACT

Customers have not been played a message with the configured UPIQ message.

TROUBLESHOOTING STEPS

If this occurs often, more UPIQ ports may be required to meet the needs of the callers in queue.  Alternatively, you can assess which Queues are utilizing UPIQ and decrease that, or decrease the number of Positions in the UPIQ configuration that are being reported on. 



APPLIES TO

VWM/CCM 

Keywords: ALM0019
↧

ALM0020 - IVR Phone Audio Error

November 30, 2015, 11:37 pm
$
0
0
Article ID: 51362 - Last Review: December 1, 2015

DESCRIPTION

This alarm is triggered when VWM fails to initialize miAudio.

SEVERITY

Major

IMPACT

MiAudio will not function.

TROUBLESHOOTING STEPS

This is caused when we fail to initialize MiAudio.  This should rarely happen and signifies that something is not working properly. If it does, please create a support package and contact prairieFyre Support.

APPLIES TO

VWM/CCM 

Keywords: ALM0020
↧
↧

ALM0039 - IVR Calls Forwarded

November 30, 2015, 11:37 pm
$
0
0
Article ID: 51383 - Last Review: December 1, 2015

DESCRIPTION

This alarm indicates that calls are being forwarded and not hitting the VWM ports.

SEVERITY

Variable

IMPACT

The calls are being forwarded and not getting to the VWM ports. They will not reach the callflow.

TROUBLESHOOTING STEPS

The Class of Service mapped to that Media Server has call forwarding on. In order to resolve the issue, please disable the Call forwarding option of the Class of Service that you are using for the affected ports.



APPLIES TO

CCM 

Keywords: ALM0039
↧

ALM0042 - IVR Ports over licensed

November 30, 2015, 11:38 pm
$
0
0
Article ID: 51384 - Last Review: December 1, 2015

DESCRIPTION

Alarm notification that the user has created more VWM ports than they're licensed for.

SEVERITY

Critical

IMPACT

High if the customer assigns ports to a live callflow but the ports are not licensed and cannot answer the calls.

TROUBLESHOOTING STEPS

Ensure all ports that are assigned to call flows are licensed and that the site is not over licensed on VWM ports. 



APPLIES TO

CCM 

Keywords: ALM0042
↧

ALM0045 - IVR Missing Callflow Activity

November 30, 2015, 11:39 pm
$
0
0
Article ID: 51430 - Last Review: December 1, 2015

DESCRIPTION

When the Ivr Engine tries to evaluate a YourSite Explorer Device such as a Queue, Extension, or Variable and it can not be found.

SEVERITY

Critical

IMPACT

If a caller reaches the part of the callflow that is referencing the missing device, the action will not be successful.


TROUBLESHOOTING STEPS

Check YourSite Explorer to ensure that the device has not been deleted.

To fix this issue there are 2 possible solution remove the device from the callflow or add the device and modify the activity to select the new added device.

APPLIES TO

CCM/IVR 6.0

Keywords: ALM0045  
↧
Search

VWM0001 - IVR Callback Make Call failed

November 30, 2015, 11:40 pm
$
0
0
Article ID: 51315 - Last Review: December 1, 2015

DESCRIPTION

This issue occurs when the callback services fails to successfully submit a callback to the queue.

SEVERITY

Error

IMPACT

All callbacks that follow this plan will fail.

TROUBLESHOOTING STEPS

This issue is typically a result of invalid configuration in the YSE. Verify that the Path Dialable Number that the service is dial is correct.  To do this:

  1. Launch YourSite Explorer.
  2. Go to the Incoming callfow that the callback request is being executed on.
  3. Check the Destination field on the Callback Request Activity to verify that the Destination field is correct.  It should match the Dailable of the Path as configured in the Mitel 3300. 


APPLIES TO

VWM

Keywords: VWM0001

↧
↧

VWM0002 - IVR Callback Calling Customer Invalid Phone Number

November 30, 2015, 11:40 pm
$
0
0
Article ID: 51316 - Last Review: December 1, 2015

DESCRIPTION

An Agent that was offered a callback request from the IvrOutbound Engine tried to connect to the customer and was not able to do so.

SEVERITY

Error

IMPACT

A customer who is expecting a callback will not recieve one.

TROUBLESHOOTING STEPS

This issue is usually due to what the customer entered for their phone number. There are a couple of things to check for:

  1. Phone Number containing an Area Code
  2. Phone Number not containing the long distance digit, for example in North America its 1, this should NOT be in the callers phone number


If these are both correct, then this issue can be caused by the PBX not being configured to properly identify long distance, or international calls and appending a leading digit. 



APPLIES TO

VWM 

Keywords: VWM0002

↧

ALM0113 - MiTAI performed a hotrestart

December 1, 2015, 9:36 pm
$
0
0
Article ID: 51676 - Last Review: December 2, 2015

DESCRIPTION

The MiTAIClient dll will reload if a certain threshold is reached for MiTAI errors.

SEVERITY

High 



IMPACT

MiTAI commands cannot execute and no MiTAI events are received.

The following services and applications will not function:

  • IVR Routing ports will not process calls
  • Contact Center Softphone and Contact Center PhoneSet Manager will work partially if using soft phone but will not function if using a hard desk extension
  • Collector will not be able to carry out Interactive Contact Center commands

 



TROUBLESHOOTING STEPS

A MiTAI hot restart indicates that the system is experiencing errors on the MiTAI communication stream.  You should create a support package and contact customer support for further assistance in investigating the root cause.

APPLIES TO

CCM 6.0.2 and newer

Keywords: ALM0113 MiTAI hotrestart restart

↧

ALM0009 - Mitai Congestion Errors

December 2, 2015, 1:05 am
$
0
0
Article ID: 51351 - Last Review: December 2, 2015

DESCRIPTION

This alarm is triggered when the collector service detects Mitai Congestion Errors coming from the PBX.

You can adjust the threshholds for Minor, Major, and Critical alarms.  When doing so, the number chosen is the number of MiTAI Congestion Errors reported before that threshold triggers.


SEVERITY

Minor


IMPACT

Congestion errors indicate a MiTAI communication problem between the MiCC server and the MiVB.  This could cause ICC commands or API commands to fail.


TROUBLESHOOTING STEPS

Mitel has put a lot of work into recovering from Mitai congestion errors, but if your business is impacted by this, it would be best to obtain a client side support package, a server side support package and contact support for investigation. 



APPLIES TO

CCM 

Keywords: ALM0009
↧

ALM0156 - Unable to move emails to processed folder

December 6, 2015, 8:54 pm
$
0
0
Article ID: 52382 - Last Review: December 7, 2015

DESCRIPTION

This alarm will be triggered when the storage service is unable to move messages from the Inbox folder to the Processed folder on the mail server.  This will prevent us from processing the email.

SEVERITY

Critical 



IMPACT

New emails will not be processed. 



TROUBLESHOOTING STEPS

You will need to investigate the email server itself, as such the exact steps could vary depending on what type of email server you have.

You need to ensure that there is no space restrictions on the folder itself and/or the mailbox as a whole. 

You should also check that no restrictions or permissions restrict our access to the Processed folder. 



APPLIES TO

MiCC Version 8.0 and newer 

Keywords: ALM0156 unable to move emails to processed folder email event alarm

↧
↧

ALM0022 - IIS Problem

December 8, 2015, 12:12 am
$
0
0
Article ID: 51364 - Last Review: December 8, 2015

DESCRIPTION

This alarm is triggered when the system detects a problem with IIS on the CCM server.



SEVERITY

Major



IMPACT

If IIS is not functional on the CCM server it could effect many things ranging from communication with the server to running reports or navigating the website.

NOTE: The specific error code is returned by IIS to indicate the nature of the problem.

TROUBLESHOOTING STEPS

Log onto the prairieFyre CCM server and check that the IIS service is running.  To do this, go to Start > Run > Services.msc and ensure the World Wide Web Service is started.  If it is, try running an IISreset by clicking Start > Run > CMD.  In the Command Prompt type "iisreset" and press enter.   



APPLIES TO

CCM 

Keywords: ALM0022
↧

CFG0045 - There was a problem with your credentials

December 9, 2015, 11:47 pm
$
0
0
Article ID: 52388 - Last Review: December 10, 2015

DESCRIPTION

The credentials you supplied to connect to your media server are invalid, or have incorrect permissions. 



SEVERITY

Major 



IMPACT

Telephone System Settings Synchronization will not work. 



TROUBLESHOOTING STEPS

1. Ensure that the username and password provided are correct. 
2. Ensure that on the MiVB the User Authorization profile must have:

  • Group Admin: True
  • System Admin: True
  • System Admin Policy Name: system (or root)
  • Application: True


 

APPLIES TO

MiCC Version 8.0 and newer 

Keywords: cfg0045 problem credentials permissions sync synchronization

↧
Search

ALM0141 - Failed to save SMS configuration locally

December 10, 2015, 9:51 pm
$
0
0
Article ID: 52390 - Last Review: December 11, 2015

DESCRIPTION

When a change to the SMS service is made, the configuration is sent to the service and it then saves the configuration locally to the file SmsConfig.xml.

If the service was unable to update this file for any reason, this alarm will be triggered. 



SEVERITY

Major 



IMPACT

If the SMS service is restarted it may have an outdated configuration, or not function at all if there is no successfully saved configuration available.



TROUBLESHOOTING STEPS

1. Ensure that the file is not open in another application such as Notepad.
2. Check that the permissions for this file allow local system and the administrator account to modify it.



APPLIES TO

MiCC 8.0 and newer 

Keywords: ALM0141 failed to save SMS configuration locally

↧

ALM0143 - Invalid SMS connection configuration

December 10, 2015, 10:22 pm
$
0
0
Article ID: 52392 - Last Review: December 11, 2015

DESCRIPTION

There is a configuration issue with a specific connection. The XML that was generated by YourSite Explorer was invalid. The most likely case is that somehow a non-digit was added to the phone number field, but if any of the other fields in the XML are invalid, this alarm could be triggered.

SEVERITY

Major 



IMPACT

The connection (phone number) will not be loaded properly and SMS messages will not be pulled from this number 



TROUBLESHOOTING STEPS

Check the SmsConfig.xml file in the [InstallDir]\MiContact Center\Services\SmsService\ folder.  Ensure that the provider type and phone number fields are correct. 

The contents of the XML file will look like the following:

<?xml version="1.0" encoding="utf-16"?>
<root>
  <Connection ProviderTypeName="Twilio" PhoneNumber="16136861111" GroupId="00000000-0000-0000-0000-000000000000" ProcessIncoming="true">
    <AccountSid>aa1a1aaaa1a1111111a1a1111a1a</AccountSid>
    <AuthToken>a11a111a1aa1aa11a11a11a1a11a</AuthToken>
    <DaysToSearch>3</DaysToSearch>
    <MessagesPerPage>20</MessagesPerPage>
  </Connection>
</root>

Ensure that the key details (in bold) are correct for your connection.

You can get more information about the error in the SmsService.TXT log file.



APPLIES TO

MiCC 8.0 and newer 

Keywords: ALM0143 invalid SMS connection configuration

↧
↧

ALM0142 - SMS connection creation error

December 10, 2015, 10:23 pm
$
0
0
Article ID: 52391 - Last Review: December 11, 2015

DESCRIPTION

We were unable to create the connection object internally in the SMS service. This could either mean that the file Sms.Providers.Twilio.dll (or related .DLL for other supported providers in the future) could not be found or accessed.

If the configuration being passed from YourSite Explorer to the SMS service is corrupted and the provider type is not specified correctly we would also trigger this alarm.



SEVERITY

Major 



IMPACT

The specified provider type did not load properly, and as such this specific connection will not function. 



TROUBLESHOOTING STEPS

Check the SmsConfig.xml file in the [InstallDir]\MiContact Center\Services\SmsService\ folder.  Ensure that the provider type and phone number fields are correct. 

In the file look for the following:

<Connection ProviderTypeName="Twilio" PhoneNumber="16136861111" GroupId="00000000-0000-0000-0000-000000000000" ProcessIncoming="true">

You will get more information about the error in the SmsService.TXT log file.
 



APPLIES TO

MiCC 8.0 and newer 

Keywords: ALM0142 SMS connection creation error

↧

ALM0144 - Invalid SMS service configuration

December 10, 2015, 10:32 pm
$
0
0
Article ID: 52393 - Last Review: December 11, 2015

DESCRIPTION

There is a general error with the SMS service configuration.  This is not related to a specific connection, and means that likely all configured connections are not functioning.



SEVERITY

Major 



IMPACT

No SMS messages will be retrieved. 



TROUBLESHOOTING STEPS

Check the SmsConfig.xml file in the [InstallDir]\MiContact Center\Services\SmsService\ folder.  Ensure that the provider type and phone number fields are correct. 

The contents of the XML file will look like the following:

<?xml version="1.0" encoding="utf-16"?>
<root>
  <Connection ProviderTypeName="Twilio" PhoneNumber="16136861111" GroupId="00000000-0000-0000-0000-000000000000" ProcessIncoming="true">
    <AccountSid>aa1a1aaaa1a1111111a1a1111a1a</AccountSid>
    <AuthToken>a11a111a1aa1aa11a11a11a1a11a</AuthToken>
    <DaysToSearch>3</DaysToSearch>
    <MessagesPerPage>20</MessagesPerPage>
  </Connection>
</root>

Ensure that the key details (in bold) are correct for your connection.

You can get more information about the error in the SmsService.TXT log file.

 

 

APPLIES TO

MiCC Version 8.0 and newer 

Keywords: ALM0144 invalid sms service configuration

↧

ALM0021- Data Filing IO Problem

March 7, 2016, 12:39 am
$
0
0
Article ID: 51363 - Last Review: November 24, 2011

DESCRIPTION

This alarm is triggered when the system detects a problem writing files to the hard drive of the prairieFyre CCM server.

SEVERITY

Major

IMPACT

When the hardware isn't functioning properly the software can react in different ways from real time inaccuracies to reporting problems.  If the DISK IO errors are not investigated then it could lead to the server shutting down and permanent data loss.

TROUBLESHOOTING STEPS

Contact your local IT group to troubleshoot the disk IO errors, and contact prairieFyre support if required.

APPLIES TO

CCM 

Keywords: ALM0021
↧
Viewing all 90 articles
Browse latest View live
Search