HotFix KB517014 - SMS and Multimedia Reporting fixes

Article ID: 52682 - Last Review: May 13, 2021


This Hotfix addresses multiple issues:

  • SMS Reply Templates were not being show in Web Ignite
  • Chat Reports were pegging more chats Handled than Answered by Agent Group
  • Historical and Real-Time were giving conflicting Service Levels


This Hotfix is to be installed onto MiContact Center Business version

  1. Go to
  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 and HotFixes.
  6. Download the KB517014 HotFix to the MiContact Center server.
  7. Double-click the KB517014 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 this patch after hours or during a scheduled maintenance window.



Keywords: Hotfix KB517014 517014 SMS reply template chat report service level

Posted Thursday, May 13, 2021 by montpetit.a