Brightmetrics Direct Customer Installation Guide for Mitel MiVC, Contact Center Analytics and Real Time

 

 

Welcome to Brightmetrics Reporting and Analytics. Brightmetrics makes it easy to get information to the people that need it in the format that makes the most sense for them. Brightmetrics is a secure, web-based service. All that is needed is a web browser, a user name, and a password.

In addition, if you are a Mitel customer, as a Mitel MSA Developer, Brightmetrics offers the most powerful report scheduling available for the Mitel MiVoice Connect system.

The active setup process for Brightmetrics should take less than 15 minutes. The outline below will help you to get started but if you need any assistance, feel free to email us at support@brightmetrics.com.

Looking to install Brightmetrics for MiCC instead?  Please see our MiCC install guide.  

 

 

Table of Contents (click to go):

 

UC Analytics Setup

First, we'll go through Account Creation and Registration.

Navigate to the Brightmetrics website at www.brightmetrics.com.

BM1.png 

From the homepage, click on the orange Try it for Free button in the body of the page. This will take you to the sign-up page where you start to set up the service. Please disable any pop-up blockers to allow the popup for installation to appear.

  1. On the “Start your Brightmetrics Trial” page, please enter the information requested on the top half of the form.  In the UNIFIED COMMUNICATIONS OR CONTACT CENTER SYSTEM RESELLER box, enter the name of your phone system provider. If your provider is also one of our Partners, a discount on your service may apply. 
  2. On the bottom half of the form, select the box next to Mitel MiVoice Connect (formerly ShoreTel). 
  3.  Next to "I will set up my Mitel MiVoice Connect data source" select Now.  Next to "I am installing the agent on" select My Mitel Connect HQ server (most common) unless you'd like to select another server and have the IP address of that server. 
  4. Check the box to accept Terms & Conditions
  5. Click Register

Start_Your_Trial.jpg

 

Next, we'll go through Agent Setup.

Once registration is complete, you will see the agent installation instructions in your web browser. This will lead you through the install process. 

Note: The agent must be installed on the HQ server or on a server able to connect to the HQ database. If someone else will be finishing the installation (installing the actual agent on the server), copy the link to this page and email it to them. With these instructions and the link, they will be able to complete the installation process.

  1. Click the link to download the agent executable to the server in which you will install the agent.  Screenshot or write down the Agent Username and Agent Password you see as you'll need those during the installation process.
  2. Run the installer.

Agent_Credentials.jpg


During the agent setup, you will be prompted for the agent credentials you were provided (shown above). Be certain to enter the Agent Credentials provided to you on the “Instructions to Install the Agent” page.

If your network requires a proxy setting, you will be able to enter that information during the setup process. If you are unsure, please contact your Network Administrator.

When setup is complete, you will be prompted to optionally run the agent diagnostics tool to verify your installation. We recommend running it to make sure it is able to contact Brightmetrics and that the credentials are valid.  If the agent diagnostic results state, “No problems were detected”, the installation of the Brightmetrics Core UC module is complete.

However, if errors are encountered or you are having any other problems with the agent, you can upload the agent logs to Brightmetrics support. You can also open a support ticket by sending an email to support@brightmetrics.com.

Once the installation is complete, the agent will begin contacting the server.

  1. To check in on the status of this, log in to Brightmetrics here using your credentials and click on Data Sources Configuration.
  2. Choose the Agents tab on top and you will find the last check-in time there.
  3. Your Configured Data Sources will begin turning green. Depending on the size of your organization and your Data Retention period, this may take between 10 minutes and several hours.

Install1.png


Note: Only one computer can run a given agent at a time. If you attempt to use the same agent credentials on a second setup, it will not be allowed to connect. If you are moving an agent from one computer to another, click here to follow the instructions to reinstall an agent.

You are officially done with the installation of Brightmetrics Core UC module. If you have any questions, please contact support@brightmetrics.com or sign up for a training here!

Do you use MiVoice Connect Contact Center’s (formerly Enterprise Contact Center/ECC ) add-on?


Note: If you don't intend to install Brightmetrics Contact Center module at this time, you can still install Brightmetrics Real Time for Contact Center by clicking on the Real Time Module Setup at the top of this page in the Table of Contents.



Contact Center Module Setup

Brightmetrics has a reporting and analytics module for customers that utilize the MiVoice Connect Contact Center platform. To add Brightmetrics for Contact Center, the set up of Mitel CCIR Transform Service is necessary as it provides the details associated with the Contact Center. Adding the Brightmetrics Contact Center reporting module gives you access to the cradle to grave information to perform detailed analytics for the Call Center Application.

For detailed instructions on configuring the CCIR, watch our video walkthrough here or review Appendix A at the bottom of this document.


Note: Brightmetrics Core UC Reporting and Analytics service must be set up and configured prior to configuring Brightmetrics for Contact Center. Brightmetrics supports only MiVoice Connect Contact Center versions 8 and above.


Log into Brightmetrics using your credentials.

  1. Click on Data Source Configuration on the left sidebar menu.
  2. Click on “Add Data Source” under ShoreTel ECC 2.0 (MiVoice Connect Contact).  If you do not see this, please reach out to Brightmetrics support at support@brightmetrics.com.

Note: the 2.0 references Brightmetrics’ second version of ECC support, not an ECC version number.  The terms 'ECC' and 'Contact Center' are interchangeable within this document.

Add_ECC.jpg

 

You'll see a new dialogue box to enter the Contact Center (ECC) information.

  1. Enter the ECC (Contact Server) IP address
  2. Enter the CCIR server IP address
  3. Enter the HQ server IP address
  4. Leave this set to Add New Agent. Brightmetrics recommends installing a new agent for Contact Center rather than using the existing agent being used for the UC Analytics module.
  5. Click on Save


ECC_install.jpg

After clicking Save, you'll see a popup letting you know you'll be taken to the Agent installation page.  Make sure popups are disabled before clicking Continue.  Once you click Continue, you'll see the same installation page as when you set up UC Analytics. This agent will have different credentials; please note those down

  1. Click the link to download the agent executable to the server in which you will install the agent.  Screenshot or write down the Agent Username and Agent Password you see as you'll need those during the installation process.
  2. Run the installer.

ECC_credentials.jpg

 

During the agent setup, you will be prompted for the agent credentials you were provided (shown above). Be certain to enter the Agent Credentials provided to you on the “Instructions to Install the Agent” page.

If your network requires a proxy setting, you will be able to enter that information during the setup process. If you are unsure, please contact your Network Administrator.

When setup is complete, you will be prompted to optionally run the agent diagnostics tool to verify your installation. We recommend running it to make sure it is able to contact Brightmetrics and that the credentials are valid.  If the agent diagnostic results state, “No problems were detected”, the installation of the Brightmetrics MiVoice Connect Contact Center module is complete.

You are officially done with the installation of Brightmetrics Contact Center Reporting. If you have any questions, please contact support@brightmetrics.com or sign up for training here!

Proceed to setup Brightmetrics Real Time below if desired.

Real Time Module Setup
Brightmetrics Real Time Reporting allows you to see what is happening in your call centers right now. Having access to call data while it is happening allows you to better manage your staff and calls in real time, and also to make solid decisions on the fly.

Log into Brightmetrics using your credentials

  1. Click on Data Sources
  2. Navigate to the “Add Data Source” Section under ShoreTel Realtime

InstallMeRT.png

For Brightmetrics Real Time, do you use Contact Center?

No, I am a UC Analytics customer only.
Yes, I am a Contact Center customer.

 

Installing Real Time for UC Analytics (no Contact Center)
Once you click Add Data Source Account, a new data source instance dialog box will appear.
a. Choose No on Enable ECC Realtime (as boxed below)

InstallMeRT2.png

b. You should have already installed the Brightmetrics agent in your UC Analytics setup.  Select Choose Agent and select the existing agent from the list that appears. If you did not install the UC Analytics agent on your HQ server, you will need to install a new Brightmetrics Agent for Real Time by selecting "Install a new agent" and enter an Agent Name.

***Note: Brightmetrics requires that the Real Time agent be installed on a TAPI Application server (the HQ server is typically used). If the Core UC agent is installed on the HQ server then the same agent can be used for Real Time by selecting Choose Agent.***

c. To finish, click Save.

 

Installing Real Time for MiVoice Connect Contact Center Analytics

***Requires Brightmetrics Core UC Reporting. Real Time for Contact Center requires an available Mitel Real Time Event Feed License (Mitel Part #30109)***

a. Once you click Add Data Source Account, choose ShoreTel Realtime as your data source type.

b. Choose Yes on Enable ECC Realtime. This will open up 3 text boxes where you will input your Contact Center Server Address, ECC Event Feed Username, and ECC Event Feed Password. Refer to Appendix B in the event that you need to add a Real Time event feed.

c. If you have already installed the ECC agent, select Choose Agent and pick an existing agent from the list that appears. If you are installing a new ECC Brightmetrics Agent, select Install a new agent and enter an Agent Name. If the Core UC agent is installed on the HQ server then the same agent can be used for Real Time by selecting Choose Agent.  

d. Once the agent is installed and you’ve finished adding this Data source, you can proceed to the Edit Dashboard page to begin creating Real Time dashboards. If you have any further questions or need further assistance, please send an email to support@brightmetrics.com.


Mitel Call Recording Integration Set-Up
Brightmetrics has added the functionality to allow users of Mitel’s Call Recording Application to listen to call recordings directly within the Brightmetrics service.  The purpose of this document is to provide the instructions for setting up the Mitel Call Recording Integration within Brightmetrics, the requirements needed in the Mitel Call Recording Administrator, and how to access the recorded calls.

Navigate to Brightmetrics.com and log in to the account using your credentials.

  1. Using the Sidebar Menu, click on Data Source Configuration here
  2. Within Data Sources, click on the gear above the ShoreTel (Mitel) data source within the Configured Data
  3. A dialog box will appear to edit the data configuration. First, select your Call Recording System

call_recorder_1.jpg

Next, you'll click on the link to download the Brightmetrics Call Recording Integration file (in yellow below).

Steps to install the Brightmetrics Call Recording Support.msi file:
• Download the file as stated above
• Move the downloaded file to each recorded server
• Run the installer on each recording server
• For installations with multiple recording services, please note that the recording integration must be installed on each recording server.

Enter the address of your recording server. If you have multiple recording servers, enter them all separated by a space. You'll also select if you want to use System-wide or Per-user credentials

call_recorder_2.jpg

 

If you select System-Wide (as pictured below), everyone will use the credentials you specify here.

CallRecorder1.png


Enter the Call Recording Username and Password. The user ID and password set here is the same ID and password a user utilizes for Mitel Director access. Please note that if you are setting up System-wide credentials, everyone who listens to call recordings will be listening under that specific account.


If you select Per-User, everyone will use their own individual Call Recording Username and Password to access recordings in Brightmetrics. This gives your customer the ability to limit recording visibility to different users. To set up this integration on a per-user basis, select Per-User here.

 

CallRecorder3.png

 

Click Save at the bottom of the page to save all credentials for this connection instance.

 

Accessing Call Recordings

You are now ready to access the call recordings from within the Brightmetrics service.

 

**To access the Mitel Call Recording audios from within Brighmetrics, start by navigating to the detail report to find the call you would like to review. Please note there are many ways to generate the detail report. The process to access the Cradle to Grave report that contains the access to the recorded call will be the same regardless of how the detail report is generated. From the detail report, click on the call you want to view.**

In this Cradle to Grave report, we can see the call was recorded by the leg of the call identified as the Record Server (this may also say Call Recorder).  You can listen to and download the call recordings for the call by clicking on the Recordings tab.

Accessing_call_recording.jpg

 

 

Appendix A: Setting up CCIR Transform Service in Contact Center

                              

1.) Local Host-In ShoreTel (Mitel) Contact Center, from within System Parameters, drill down
into External Interfaces and select Mitel CCIR Transform Service.

CCIR1.png

2.) Primary CCIR Transform Service- If the Primary CCIR Address field is populated, then CCIR is already configured. The address displayed here is what needs to be entered in the Brightmetrics ECC data
source setup dialog.

 

CCIR2.pngCCIR3.png

3.)  Local Host-If it is “localhost”, “127.0.0.1”, or the Contact Center server’s own IP address on the network, then CCIR C2G database is installed locally and the ECC server’s IP address should be entered in both fields of the Brightmetrics ECC data source setup dialog. If you have upgraded from ECC version 7 (using port 4306), you may need to select port 6306 as the updated Brightmetrics C2G Port. If the address fields are blank, as shown in the accompanying screenshot, then proceed to the next step. 

 

CCIR4.png

4.) Primary CCIR Transform Service-If If the Primary CCIR Address field is blank, then CCIR needs to be installed. CCIR can be installed locally on the Contact Center server or on a separate server. Mitel recommends installing CCIR on a separate server especially if any of the following are true:
• Keeping CCIR data for more than 30 days (Brightmetrics recommends keeping the data for at least 90 days. (We do create our own data set from processing the CCIR data, however, if there is ever an issue and we need to go back and reimport, 3 months usually gives us the data we need).
• Contact Center handles more than 500 calls per hour.
• You use or want to use redundancy for Contact Center and CCIR.

CCIR5.png

 

Now that the server has been identified on which CCIR will be installed, locate the installation media for
MiVoice Connect Contact Center. This may be either an installation CD or a download package from Mitel’s support site.

On the identified CCIR server, run setup.exe located in the “Mitel CCIR Transform Service” folder. You will be prompted to enter the Contact Center server’s address, Once the server address is entered, the installer will verify that it can contact the Contact Center server.


5.) After CCIR is installed, return to the CCIR section of Contact Center Director and enter the CCIR server’s IP address in the Primary CCIR Address field.

CCIR6.png

6.) Station List(Schema)-The CCIR server should be visible in the Station List (Schema) area. If it is not as shown in the accompanying screenshot, click Refresh Station List.  If it still does not appear, restart the CCIR server, or at minimum the CCIR services on the CCIR server, and verify that the server appears in this section. Until it shows here, CCIR will not work.

CCIRNew.png

 

7.) Customer Name and Customer Number-In the Mandatory Fields for Reporting section, move
the Customer Name and Customer Number fields from Available to Selected. Then click the Save button at the top of the page to save changes.

CNNew.png

8.) No Other Mandatory Fields Necessary-No other Mandatory Fields, Call Profiles, or Skills fields are
supported by Brightmetrics at this time.

Mandatory.png



Appendix B: Adding an Event Feed in Contact Center Director


a. In Contact Center Director, navigate to System Parameters -- External Interfaces -- Event Feeds.

b. Click New to add a new event feed profile.

c. Enter the event feed profile information. The username and password can be anything you set. The example here uses Brightmetrics for the username but there is no requirement for the username. You will enter the matching username and password in the Brightmetrics settings later on. The Real-Time Events connection type must be selected. DO NOT CHOOSE Real-Time Adherence. Any description can be entered. It is only to describe to anyone viewing this page what the entry is for.

d. Click Create to add the event feed profile.

AppendixB.png


Appendix C: Configuring Mitel Call Recording Administrator
1. Call Recording Settings: Within the ShoreTel (Mitel) Call Recording Application, navigate to the Recorder’s Administration screen. At the bottom of the screen, click on the settings button.

CRec.png


2. Recording Profiles: From here, click on the Recording Profile tab. Next, select the Brightmetrics profile then, click the Edit button at the bottom of the tab.

 

RP.png


3. File Settings: Within the Edit Recording Profile, go to the lower right side of the dialog box to Storage Settings. Click on the File Settings button.

 

CRec2.png

 
4. File Templates: Within the File Storage Settings, navigate to the File Template section. As a default, Call GUID will be added here already. GUID is the only field in the recording naming convention that is mandatory for Brightmetrics Call Recording integration.

 

CRec3.png

The call GUID allows the Brightmetrics service to identify the calls recorded by the Mitel Call Recording
Application.  Any other fields can be included as well, in any position, but it is mandatory that GUID be one of them if you want to have access to the recording on the Brightmetrics Cradle to Grave reports.

 

If you have any questions or concerns, please reach out to our support team at support@brightmetrics.com.

 

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