Installing Brightmetrics CONTACT CENTER Analytics and REAL TIME for MiCC

 

Interested in Brightmetrics CONTACT CENTER AnalyticsTM for Mitel MiCC?  That’s great!  This guide will take you through the steps to deploy Brightmetrics.
 
The first step is to visit Brightmetrics and choose Start My Free Trial: 
Start.png
 
Once clicked, a new tab in your browser will open.  On that tab, you will enter in some information for your new account and choose the checkbox next to Mitel MiConnect Center to add the reporting module for MiCC.
 
MiCCInstall_New.png
 
Once completed, choose Register and you'll receive the notification that your account has been created successfully.  Choose done and you will be logged into your new account and directed to the data sources setup page.
NOTE:
If you are installing Brightmetrics for MiCC over Connect we highly suggest running MiCC version 9.2.3 with the Hotfix 1 at a minimum and you may go so far as 9.3.3.  Earlier versions of MiCC have been seen to introduce and bring through from MiCC into Brightmetrics issues like:
  • When one call is requeued an agent will display as being on a call and their next call at the same time.
  • When an attempted consult transfer fails the agent would remain showing as Non-ACD Hold even after the second attempt succeeded.
  • Agents will become stuck in an ACD state and not receive further calls.
  • Agents will intermittently be presented with an ACD call while in a busy state 
  • Etc.

Those issues and more have been resolved in version 9.2.3 with Hotfix 1 as well as 9.3.3.  For more information on your version you should be able to check with your Mitel resource which may also be your reseller.

CONTACT CENTER Analytics for MiContact Center Setup

When setting up MiCC, it is nearly always recommended to use our Automatic setup – this will guide you through authenticating to your customer’s MiCC environment and our diagnostics will automatically set up SQL credentials.

If you are setting up automatically, you’ll see three items to setup:

Step 1:  Connection Name – we automatically populate this field and there is rarely a need to change the default.

Step 2:  Setup – leave this as Automatic

Step 3:  Brightmetrics Agent Name – this will be the name of the agent you install in their environment. We populate this with a default and there is typically no need to change this.

Step 4:  Click Next

image_1.jpg

Note: If you are going to set up SQL Credentials manually, some additional fields will appear to enter.

For more details about manual setup, see the end of this guide.

 

image2.jpg

Step 5:  Another dialog will pop up – click continue on the Install Brightmetrics button
 
image3.jpg
Step 6:  Follow the instructions on this page to install the Brightmetrics agent on the MiCC Server
 
image4.jpg
Step 7:  After running the installer, return to Brightmetrics and click NEXT to run diagnostics
 
image5.jpg
Step 8:  Click Run to start diagnostics - this will check that the Brightmetrics agents are installed correctly and that the MiCC environment is configured for detailed reporting. If any errors are found, the Diagnostic will prompt you with steps to correct them.
 
step_8.jpg
 

REAL TIME for MiContact Center Setup

When setting up Brightmetrics REAL TIME for MiContact Center, here are the details you’ll need to enter:

Step 1:  Connection Name – we automatically populate this field and there is rarely a need to change the default.

Step 2:  Related To – this is where you’ll choose which MiCC system this Real Time instance is related to. Most customers only have one HQ system, but if your customer has multiple, select the appropriate one here.

Step 3:  MiCC Server Address – this is the address for the MiCC Server.

Step 4:  Agent Name – here you can choose to use an existing agent for Real Time access or a new one. As a best practice, Brightmetrics recommends using the same agent as installed for the CONTACT CENTER Analytics for MiContact Center.

Step 5:  Click SAVE to finish the setup 

steps1_5RT.jpg

You’ve now completed the installation of Brightmetrics. Proceed to the next step to enable conversation detail reporting. (Note: you may have already completed these steps as a part of diagnostics).

 

Enable Conversation Detail and Child Reporting in MiCC

In order for detail data to be captured in the SQL database, MiCC has to be configured with Conversation Detail Reporting on. You'll need to do this for each media server in YourSite Explorer by:

Step 1:  Navigate to Media Servers

Step 2:  Click on the Media Server

Step 3:  Check the box for Conversation detail reporting

Step 4:  Click the Save button

Step 5: Repeat for all additional media servers

enable1_5.jpg
 

You also need to enable Child Reporting for each step reporting in your in-queue workflows:

Step 1:  Navigate to Queues

Step 2:  Select a Queue

Step 3:  Click Inqueue Workflow

Step 4:  Click the top level Queue container

Step 5:  Check the box for Child Reporting Enabled in the side panel

Step 6:  Click Save

Step 7:  Repeat for all Queues

enable1_7.jpg
 

Manual Setup - SQL Server Management Access 

For manual setup, you will need you’ll need to give us user access in SQL Server management to the MiCC environment. This can be done by your IT department or whoever manages your MiCC or SQL servers.

Step 1:  In Microsoft SQL Server Management Studio, right-click the server and choose “Properties”

manual1.jpg

Step 2:  Select the “Security” pane,

Step 3:  Ensure that “SQL Server and Windows Authentication mode” is selected

    • Note: if this is not selected, you may want to check with your database admin before changing.

manual2_3.jpg

 
Step 4:  Right-click Logins under Security and choose “New Login…”
  
manual4.jpg
 

Step 5:  Create a name (e.g. brightmetrics)

Step 6:  Select “SQL Server authentication”

Step 7:  Create a password

Step 8:  Clear the Enforce password expiration

    • Note: this is an optional step. You can leave this enabled if you plan to update the password on a regular schedule.

Step 9:  Assign CCMData as the default database

manual5_9.jpg

Step 10:  Select User Mapping

Step 11:  Check the box for CCMData

Step 12:  Check the box for db_datareader to enable role membership for CCMData

 manual10_12.jpg
 

Step 13:  Check the box for CCMStatisticalData

Step 14:  Check the box for db_datareader to enable role membership for CCMStatisticalData

Step 15:  Click OK

manual13_15.jpg 

You're all set!  If you have any questions or need any assistance with the install, or with building any reports or dashboards, please email us at support@brightmetrics.com.

 

Was this article helpful?
0 out of 0 found this helpful
Have more questions? Submit a request

Comments

0 comments

Article is closed for comments.