HotFix - KB511301.1 - SIP - Multiple fixes

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HotFix - KB511301.1 - SIP - Multiple fixes


Article ID: 52669 - Last Review: December 1, 2020

PROBLEM

This Hotfix addresses multiple issues:

  • Agents intermittently unable to transfer calls via Ignite.
  • Agents intermittently being presented 2 calls at the same time.
  • Idle times resetting intermittently to 0.
  • Calls becoming stuck in the Ignite inbox.
  • Agents intermittently unable to apply account codes on a consult transfer.
  • Agents were unable to recall a held call after an incomplete consult attempt.
  • Work timer intermittently not being offered to Agent.
  • Supervised transfer to a routing point or auto attendant was failing.
  • Inbox has 3 items in the inbox when supervised transfers to route point or auto attendant
  • After consulting employee complete transfer the incoming external call, the consulted employee has two inbox conversations.
  • Conversation is terminated when an employee clicks on the Complete Transfer button of a conversation that has already been transferred once.
  • Non-ACD call consult through a MiVoice Connect route point failed.
  • SIP trunk is not being released after the call has ended. 
  • CDR reporting for SIP was missing data.
  • In call History some Outgoing calls were associated to the Agent instead of the customer.


RESOLUTION

This Hotfix is to be installed onto MiContact Center Business version 9.3.0.0 for SIPInstalling this Hotfix onto a MiVoice Business environment will cause serious errors.

  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 9.3.0.0 and HotFixes.
  6. Download the KB511301.1 HotFix to the MiContact Center server.
  7. Double-click the KB511301.1 and follow the on-screen prompts.
  8. Wait for the repackager and auto-updates to complete.

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

NOTE 2:  In order to support Route Points or Auto Attendants you must enter the following manual configuration:

  1. Open the GlobalAppSettingsEditor located in [InstallDir]\CCM\Services\ConfigService\
  2. Fill in the following details:
    • Application:  prairieFyre.Services.EnterpriseServer.exe
    • Section Group:  prairieFyre.BAL.DataAnalysis.Properties.Settings
    • Name:  SpecialDeviceDNs
    • Value:  This is a comma separated list of DNs (no spaces).
    • Description:  You can put a quick description of the setting or user/date here.
  3. Click Save.  Note that saving these changes can take 30 to 60 seconds.  Wait for confirmation of save before closing.

APPLIES TO

MiCC 9.3.0.0 for SIP 

Keywords: SIP Hotfix 511301 KB511301



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Details
Last Modified:Tuesday, December 01, 2020
Last Modified By: montpetit.a
Type: HOTFIX
Rated 1 star based on 1 vote
Article has been viewed 1,420 times.
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