HotFix KB392414 - Multiple fixes for Agent Whisper

Article ID: 52537 - Last Review: April 11, 2018


This HotFix resolves the following issues:

  • Agent Whisper unable to read the DNIS variable for a call
  • Agent Whisper unable to read the DNIS variable for a call when transferred to queue via a System Speed Call
  • When the first agent in a queue requeues the call, the Agent Whisper did not play when the second agent answered.
  • Agent Shift by period report was occasionally missing time due to a RecallHeldParty MiTAI event



This HotFix is to be installed onto MiContact Center Business version

  1. Go to
  2. Click the Log in button.
  3. Click the Sign in button under Connect.
  4. On the left, select the Software Download Center.
  5. Expand the tree to MiContact Center Business and then down to MiContact Center Business and HotFixes.
  6. Download the MiCC HotFix KB392414.exe HotFix to the MiContact Center server.
  7. Double-click the MiCC HotFix KB392414.exe and follow the on-screen prompts.
  8. Go to [InstallDir]\Services\ConfigService\ .
  9. Launch the GlobalAppSettingsEditor.exe.
  10. Fill in the following information:
    • Application: RoutingInboundService.exe
    • SectionGroup: Mitel.Routing.Mitel.Properties.Settings
    • Name: TransferDNsToSaveMediaRecordFor
    • Value: Enter the system speed call numbers, separated by commas. eg: 123,124,125,126
    • Click Save.  This can take up to 2 minutes to complete, so wait for the confirmation screen before closing.
  11. Wait for the repackager and auto-updates to complete.
NOTE:  Installing this patch will restart the MiContact Center services.  To avoid service interruption we recommend applying this update after hours or during a scheduled maintenance window.



Keywords: HotFix 392414 KB392414 agent whisper dnis speed call

Posted Wednesday, April 12, 2017 by AndrewMontpetit