PROBLEM

The WFM Connector was not populating Teleopti data for the Agent Contact Queue Data due to a SQL timeout.  This is more common on sites with large databases.

RESOLUTION

This Hotfix is to be applied onto MiContact Center Business version 9.1.0.0. 

1. Go to https://www.mitel.com/
2. Click the Login button.
3. Click the Sign in button under MiAccess.
4. On the left, select the Software Download Center.
5. Expand the tree to MiContact Center Business and then down to MiContact Center Business 9.1.0.0 and HotFixes.
6. Download the KB482456 HotFix to the MiContact Center server.
7. Double-click the KB482456 and follow the on-screen prompts.
8. Wait for the repackager and auto-updates to complete.
9. Go to [InstallDir]\Services\ConfigService\ .
10. Launch the GlobalAppSettingsEditor.exe .
11. Fill in a line with:
• Application: prairieFyre.WFM.Service.exe
• SectionGroup: prairieFyre.WFM.Controller.Common.Properties.Settings
• Name: SQLCommandTimeoutSeconds
• Value: (Enter a value in seconds for the command timeout.  This depends on the size of your database and how long it takes to process.  Start with 480 and adjust as needed)
12. Fill in a second line with:
• Application: prairieFyre.WFM.Service.exe
• SectionGroup: prairieFyre.WFM.Controller.Common.Properties.Settings
• Name: SQLReconnectRetriesCount
• Value: 5 (you can adjust this value as needed)
13. Click Save.  Note that it can take up to two minutes for the settings to save.  Wait for a confirmation prompt before closing the application.
14. Run the Historical Data Recollector tool as normal.

NOTE: applying this Hotfix will restart the MiContact Center services.  To avoid service interruption apply this patch after hours or during a scheduled maintenance window.

APPLIES TO

MiCC 9.1.1.0