DESCRIPTION

The credentials you have supplied to connect to your media server are invalid or the MiXML service is not started. Check your username and password for typos and try again. 

SEVERITY

Major 

IMPACT

Telephone System Synchronization will fail 

TROUBLESHOOTING STEPS

This problem is often fixed by verifying the following:

• Check that there are no typos in the supplied username
• Check that there are no typos in the supplied password
• Check that the user account exists on the media server and has the 'Log on as Application' option is enabled on the media server.
• Check that the MiXML service is installed on the enterprise server.
• Check that the MiXML service is started on the enterprise server.
• Try restarting the MiXML service on the enterprise server and try again.

APPLIES TO

MiCC Version 8.0 and newer 

DESCRIPTION

This alarm indicates communication problems between the MiContact Center server and the PBX that it is communicating with.

SEVERITY

Critical

IMPACT

The result of the data loss between the MiContact Center server and the PBX (MiVoice Business) or CTI Server (SIP environment) could result in real time inaccuracies, reporting accuracies and a loss of historical reporting data.

TROUBLESHOOTING STEPS

Follow this article to troubleshoot Data Collection. 

APPLIES TO

MiCC all versions

DESCRIPTION

This alarm indicates communication problems between the MiContact Center server and the MiVoice Business or CTI Server for a SIP PBX that it is communicating with.

SEVERITY

Critical

IMPACT

The result of the data loss between the MiContact Center server and the PBX could result in real time inaccuracies, reporting accuracies and a loss of historical reporting data.

TROUBLESHOOTING STEPS

Use this knowledge base article. 

APPLIES TO

CCM 

DESCRIPTION

There was an error playing back the Text-to-Speech prompt.

This could be caused by one of several problems:

• Nuance Speech Server (NSS) is not accessible \ not available \ not operational \ not licensed for Text-To-Speech
• The text prompt may have invalid characters or error in syntax (especially when using SSML)
• We received the audio frames from the NSS, but there was an issue playing back the audio (MiAudio or MediaServer related problems).

SEVERITY

Major 

IMPACT

Text-to-speech messages are not being played. 

TROUBLESHOOTING STEPS

Check Nuance Speech Server:

• Ensure Nuance Speech Server is accessible.
• In Local Services, Ensure Nuance Speech Server is running.
• In LMTools License Manager, Server Status, perform a Status Inquiry to ensure TTS licenses (nuance_nvn_tts) are issued and in-use.
• Look for nss log file under C:\ProgramData\Nuance\Enterprise\system\diagnosticLogs\ and search for the word SPEAK to see if the request made it through.

Check MiCC services:

• Check the service log file or device log file for further information on the error.
• In case of RoutingInboundService, RoutingOutboundService, or RoutingUPiQService, look for the log file UNIMRCPxx.log on the root folder of the service. Search for the latest word SPEAK and look for any errors following.
• In case of RoutingMediaService, look for freeswitch log under Services\Freeswitch\log. Search for the latest word SPEAK and look for any errors following.

APPLIES TO

MiCC 8.0 and newer 

DESCRIPTION

Unable to initialize MRCP client with Nuance Speech Server.

This could be caused by several problems:

• The MRCP server configuration under Text-To-Speech \ Speech Recognition tabs on Site Page in YourSiteExplorer is invalid: such as wrong IP address \ server port
• The MRCP client xml configuration file may contain wrong data.
• The Nuance Speech Server (NSS) is not accessible \ not available \ not operational 

SEVERITY

Major 

IMPACT

The Nuance server is not connected to the MiCC server.

TROUBLESHOOTING STEPS

Check configuration in YSE:

• Ensure MRCP server IP address and port are the ones used by the Nuance Speech Server.

Check the configuration xml files:

• Look for unimrcpclient.xml file under <MiCC installed dir>\<service dir>\conf\
• Ensure only the resources speechsynth and speechrecog are the only ones enabled under <resource-factory>
• ensure the sip-port used under <sip-uac> for SIP-Agent-1 signaling agent is valid and unused by any other application.
• Look for nuance.xml file under <MiCC installed dir>\<service dir>\conf\client-profiles\
• Ensure the information under Nuance-SIP-Settings-TTS and Nuance-SIP-Settings-ASR are valid and conforms with values in the Site Page configuration.
• Ensure the profiles nss2tts and nss2asr are configured under <profiles>
• Look for service's config xml file under the <MiCC installed dir>\<service dir>
• Ensure the setting MrcpClientSipPort has a valid port number and not used by any other application

 Check Nuance Speech Server:

• Ensure Nuance Speech Server is accessible.
• In Local Services, Ensure Nuance Speech Server is running.
• In Local Services, Ensure Nuance Recognition Service is running.

APPLIES TO

MiCC 8.0 and newer 

DESCRIPTION

There was an error in the last Speech Recognition request.

This could be caused by one of several problems:

• Nuance Speech Server (NSS) is not accessible \ not available \ not operational \ not licensed for Speech Recognition
• Error\Timeout loading grammar file. the Grammar file URL is not accessible, or returns an error text or url not found.
• Invalid grammar file, especially when using custom GrXML files
• Recognition Error returned by Nuance Speec Server

SEVERITY

Major 

IMPACT

Speech recognition is not functioning 

TROUBLESHOOTING STEPS

Check Nuance Speech Server:

• Ensure Nuance Speech Server is accessible.
• In Local Services, Ensure Nuance Speech Server is running.
• In LMTools License Manager, Server Status, perform a Status Inquiry to ensure ASR licenses (osr_swirec) are issued and in-use.
• Look for nss log file under C:\ProgramData\Nuance\Enterprise\system\diagnosticLogs\ and search for the word RECOGNIZE to see if the request made it through.

Check MiCC services:

• Check the service log file or device log file for further information on the error.
• In case of RoutingInboundService, RoutingOutboundService, or RoutingUPiQService, look for the log file UNIMRCPxx.log on the root folder of the service. Search for the latest word RECOGNIZE and look for any errors following.
• In case of RoutingMediaService, look for freeswitch log under Services\Freeswitch\log. Search for the latest word RECOGNIZE and look for any errors following.
• Look for the grammar file URL in the log, and put it in the browser to see if it returns the expected grammar file.

APPLIES TO

MiCC 8.0 or newer 

DESCRIPTION

A specific connection (phone number) is unable to pull new SMS messages from the SMS provider.  

SEVERITY

Major 

IMPACT

This SMS connection will not pull down new messages until the issue is resolved.  

TROUBLESHOOTING STEPS

• Verify that your credentials for this provider are correct
• Check logging for indicators of other connection related issues between the MiCC server and provider. 

APPLIES TO

MiCC 8.0 and newer 

DESCRIPTION

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

SEVERITY

Major

IMPACT

If MSMQ is not functional on the server it will effect current day reports.

TROUBLESHOOTING STEPS

Log onto the MiCC server and check that the MSMQ service is running.  To do this, go to Start > Run > Services.msc and ensure the Message Queueing Service is started.  If it is, check the eventvwr for any windows errors relating to MSMQ.
 
http://micc.mitel.com/kb/KnowledgebaseArticle50124.aspx
http://micc.mitel.com/kb/KnowledgebaseArticle50328.aspx 

APPLIES TO

CCM 

DESCRIPTION

This alarm indicates the system has detected a problem with SQL.

SEVERITY

Minor

IMPACT

Problems with SQL can lead to real time and reporting problems.

TROUBLESHOOTING STEPS

Log into the MiCC server and check the Event Viewer (Start > Run > type eventvwr) for errors specific to SQL.

APPLIES TO

CCM 

DESCRIPTION

This alarm indicates that the media server data timeout duration has not been configured.

SEVERITY

Major

IMPACT

Not having this configured may result in the loss of data which could lead to inaccurate reports or real time.

TROUBLESHOOTING STEPS

In YourSite Explorer click on Media Server Alarms from the YourSite Enterprise section. Ensure your alarm has a Data Alarm Timeout in Minutes configured.  We suggest 15 minutes as a good value to start at.

You can safely ignore this alarm outside of business hours.

APPLIES TO

CCM 

DESCRIPTION

This alarm indicates that the time on the PBX and the time on the Media Server are drifting further apart.

SEVERITY

Minor

IMPACT

The MiCC support group has found that PBX time drift can cause inaccuracies in reporting and real time.

TROUBLESHOOTING STEPS

Launch the Contact Center Client Application and load the Network Monitor. Expand the PBX's in the Network Monitor list and click the Data Links button. Compare the time coming from the ACD data stream to the time on the clock. They should be within 30 seconds of eachother. 

APPLIES TO

CCM 6.0.X.X

DESCRIPTION

The IQ Messaging Engine Service is no longer running.

SEVERITY

Critical

IMPACT

The majority of the IQ functionality is dependant on the IQ messaging service.  If this service is stopped, the IQ callflows will cease to function, IQ ports may stop answering calls, and customer experience will be greatly impacted.

TROUBLESHOOTING STEPS

Log into the IQ server and start the Intellegent Queue Messaging Service by going Start > Run > Services.msc and clicking OK.  Once the service has started up, create an IQ support package and contact MiCC support. 

APPLIES TO

CCM 

DESCRIPTION

Using windows performance counters we monitor the memory usage of the MiCC services.  This alarm will be triggered if certain thresholds are met.

SEVERITY

Variable

IMPACT

It will vary on the affected service.

TROUBLESHOOTING STEPS

High CPU over a short period of time will not cause issues, but over an extended period of time could lead to issues with Real Time, Reporting or Service Stability.  

APPLIES TO

CCM 

DESCRIPTION

This alarm indicates that a client pc is running an older version of the software than the server.

SEVERITY

Minor

IMPACT

Client side functionality may be compromised due to incompatibilities between versions.

TROUBLESHOOTING STEPS

Determine which client is causing the problem and determine the root cause by updating the MiCC software on the client PC. 

APPLIES TO

CCM 

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 (MiCC Version 7.X)

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.)

For example, if your tags showed:  0~nu617O; 1~Saturday, February 002, 2014 12:41:57 AM; 2~80667fbd-3a37-46ef-964e-829272463768; 3~; 4~51; 5~1, 6~True; 7~1; 8~; 9~; 10~; 11~; 12~; 13~; 14~; 15~; 16~; 17~; 18~; 19~

The above example shows Reason code 1: Invalid destination.

TROUBLESHOOTING STEPS (MiCC Version 8.X)

In MiContact Center Version 8.X you we no longer use Windows Search for indexing.  As such you will need to use the ElasticSearch Manager.

1. Go to [InstallDir]\Support\ElasticSearchManager\ .
2. Right-click Mi.ElasticSearchManager.exe and select Run As Admin.
     NOTE: This tool was designed for advanced support usage.  We do not recommend using features not mentioned in this article without support assistance.
3. If prompted for what type of search choose Multimedia.  This only occurs in 8.1 and newer.
4. In the Filter with archives box at the top type in FailedRoute and click Go.
5. This will return a list of messages found with the FailedRoute search.
6. The Folder column tells you the current state of the message.  Any in FailedRoute Folder are contributing to this alarm.
7. There will be a details column called FailedRouteReason.  The reason codes listed are the same as above, only without the numerical value.

APPLIES TO

7.0 and newer

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 ForeignKeyConstraint errors. If there is a ForeignKeyConstraint error that mentions "tblConfig_Employee_tblConfig_ContactGroupMembers_fk_constraint" use the Tools > Reset clients utility in YourSite Explorer to refresh the configuration. (Note that this should be done during off-peak hours, because it will send the configuration to all clients in the site, which can consume a large amount of bandwidth.)

For other ForeignKeyConstraint errors, 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 8.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]\prairieFyre Software Inc\CCM\PFInstaller\MiCC.RedistPacker.exe for pre-MiCC 8.x OR [InstallDir]\Mitel\MiContact Center\PFInstaller\MiCC.RedistPacker.exe for post-MiCC 8.x

APPLIES TO

MiCC Version 8.0 and newer 

DESCRIPTION

This alarm is a notification that occurs when you configure Web Callbacks, but are not licensed for it.

SEVERITY

Minor

IMPACT

High if the customer intends to use Web Callbacks as Web callbacks will not function.

TROUBLESHOOTING STEPS

Disable or delete the call flow with Web Callbacks enabled in it. 

APPLIES TO

CCM 

DESCRIPTION

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

SEVERITY

Error 

IMPACT

The telephone system synchronization did not complete. 

TROUBLESHOOTING STEPS

If you have just upgraded the MiVoice Business software version, we recommend restarting the MiContact Center Business server.

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.

If you cannot find the error’s cause in the Telephone System Synchronization logs, go through the following steps:
1. In Windows, navigate to the Control Panel and select MiXML. 
    The Mitel Networks MiXML Settings window opens.
2. Select the Settings tab.
3. After NIC IP, verify that the correct network card is selected from the drop-down list.
    If you have multiple network cards, the network card you require should be the one on the same subnet as the media server.
3. Stop the MiXML Service by clicking Stop MiXML Service. Once MiXML has stopped, restart it by clicking Start MiXML Service.
4. Ensure that port 18000 is open on any firewalls between the Enterprise Server and the media server.
5. Using a web browser, ensure that you can log into the media server via its IP address.
6. In the Mitel Communications Director, select System Administration Tool.
7. Select System Properties =>System Administration =>User Authorization Profiles.
8. Ensure that, for the username being used for synchronization, the User Authorization Profile has the following configuration:

• Group Admin: True
• System Admin: True
• System Admin Policy Name: system
• Application: True

If, after performing these steps, the media server still will not synchronize, please contact prairieFyre Customer Support.

APPLIES TO

6.0.2.0 

DESCRIPTION

Extensions which are not licensed (aka uncosted) making outbound calls from a media server with Call Accounting or Business Reporter. 

SEVERITY

Minor 

IMPACT

Reports run against these unlicensed extensions may return No data.

TROUBLESHOOTING STEPS

To resolve this issue, you license the extension(s).

1. In YourSite Explorer, YourSite => Devices =>Extensions, select the extension you want to license.
2. Select the check box beside License this extension.
3. Click Save.