Brightmetrics VAR and Reseller Installation Guide: Mitel MiVC, Contact Center Analytics and Real Time, Genesys Cloud and Genesys Cloud Real Time

 

Have a new customer interested in Brightmetrics? This guide will take you through the easy steps to deploy Brightmetrics for them.

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):

 

Adding a New Customer in Brightmetrics

 First, we'll go through Account Creation.

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It all starts on your VAR Portal page:


1. Navigate there by clicking on the icon in the sidebar. You’ll see a list of your existing customers.

2. To add a new customer, simply click the plus icon in the upper right 

3. The pop-up page you’ll be taken to is the Customer Details. Here you’ll want to enter:


First User Info - this will be the first customer user. The user will be added with the administrator role in Brightmetrics
VAR Support Account - this will add your centralized support account as an admin account on the customer’s
Brightmetrics account. Note: as a best practice, Brightmetrics recommends always checking this box.

Choose Next.

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Our dialog wizard will pop up. On the first page, you’ll see a list of all the Brightmetrics platforms you’re currently
authorized to sell. Choose first the platform and then click next and select all modules that apply to your customer.

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If you’re not sure which modules to use, here’s a quick guide on our recommendations:


Mitel MiVoice Connect Customer
▷ No ECC - setup Brightmetrics Core and Real Time modules
▷ Has ECC - setup all three modules (Core, ECC, Real Time)


Genesys Cloud
▷ Always set up Genesys Cloud and Real Time

From here, the wizard dialog will guide you through the steps to set up the modules you selected. This should be
fairly easy to follow, but we’ve added Help guides for each module to the rest of this document. You can click the
quick links below to jump to any one of these you need:

**The renewal date you see here is a field for your own tracking. This is what used to be shown as "Maintenance Renewal Date."**

 

Adding a New Module to an Existing Customer

From time to time a customer may become interested in a service module that they haven’t had previously setup.
Here’s how you do this:

1. Navigate to the VAR Portal page in Brightmetrics

2. Find your customer - if you have a long list, you can search by typing here:

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3. Click the menu icon and find the option for Add Data Source

This will pop up a list of the platforms first and then after choosing next, the modules you have available to deploy to this customer. Note that by default we only allow one instance of each module, so you’ll see some items greyed out in this list. However, there are edge cases where a customer may need multiples of the same module (ie. multiple HQ servers on MiVoice Connect). In this case, email our Support team at support@brightmetrics.com and we’ll help you take care of that.

From here, the wizard dialog will guide you through the steps to set up the modules you selected. This should be fairly easy to follow, but we’ve added Help guides for each module to the rest of this document. You can click the quick links below to jump to any one of these you need:

Mitel MiVoice Connect Core Setup (UC Analytics):

When setting up the Brightmetrics MiVoice Connect Core Module, there are 4 things you’ll need to enter:

  1. Connection Name - we automatically populate this and there is typically no need to change this.
  2. HQ Server Address - we automatically fill this with localhost. For most customers, this never needs to be
    changed - only update this if they have a different HQ Server Address
  3. Call Recording System - this is where you’ll set up a call recording integration if needed. More on this below.
  4. 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.

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Call Recording Integrations:


Brightmetrics currently supports two call recording integrations for MiVoice Connect - the Mitel Professional
Services Call Recorder and nLighten by ProphecyIQ.

If you are setting up nLighten, all you have to do is select the Call Recorder - users will automatically be asked to
authenticate to nLighten when they attempt to access a call recording in Brightmetrics.


For the Mitel Professional Service Call Recorder there are a few more options to consider:

  1. First, you’ll select the ShoreTel Call Recorder
  2. Enter the address for the recording server
  3. Choose if you want users to credential Per-user or System-wide


Per-user - If you select this option, 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 each different user. To set up this integration on a per-user basis, select Per-User here:

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System-wide - if you select this option (as pictured below), everyone will use the credentials you specify
here. 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 or Mitel Communicator 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.

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Mitel MiVoice Connect Contact Center (ECC) Setup:

When setting up Brightmetrics for Mitel MiVoice Connect ECC, here are the details you’ll need to enter.

**Note: Brightmetrics requires the CCIR server to be installed for ECC reporting. This does not incur additional
licensing with Mitel and we have also included setup instructions in Appendix A.**

  1. Connection Name - we automatically populate this field and there is rarely a need to change the default.
  2. Related To - this is where you’ll choose which Mitel HQ Server this ECC instance is related to. most customers
    only have one HQ system, but if your customer has multiple, select the appropriate one here.
  3. Data File Location - we automatically populate this field and there is rarely a need to change the default.
  4. ECC Server Address - this is the address for the ECC Server
  5. CCIR Server Address - this is the address for the CCIR Server
  6. HQ Server Address - this is the address for the MiVoice Connect HQ Server
  7. Agent - 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.

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**Note: as a best practice, Brightmetrics recommends installing a second agent for ECC on the CCIR
server instead of using the existing Core UC or Real Time agents.**

 

Mitel MiVoice Real Time Setup:

When setting up Brightmetrics for Mitel MiVoice Connect Real Time, here are the details you’ll need to enter:

  1. Connection Name - we automatically populate this field and there is rarely a need to change the default.
  2. Related To - this is where you’ll choose which Mitel HQ Server 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.
  3. Enable ECC Real Time - if your customer has ECC, you’ll want to select Yes here. Additional details will appear to fill in:
    a. ECC Server Address
    b. Event Feed Username and Password. If you need help setting up an Event Feed, refer to Appendix B.

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Mitel MiVoice Connect Agent Installation:

Once you have entered details for the modules you are setting up, a page will appear with links to the agents you’ll
need to install on the environment. Depending on the configuration, you’ll have one to three agents to install here.
As a best practice, Brightmetrics recommends installing agents in these locations:

  • Core Module Agent - HQ Server
  • ECC Module Agent - CCIR Server
  • Real Time Module - TAPI Application server (required)

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CONTACT CENTER Analytics for MiContact Center Setup:

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.

 

When setting up MiCC, it is almost always recommended to use our automatic setup - this will guide you through
authenticating to your customer’s MiCC environment and our diagnostics will automatically setup SQL credentials. If
you are setting up automatically, there are three steps to this setup:

  1. Connection Name - we automatically populate this field and there is rarely a need to change the default.
  2. Setup - leave this as Automatic.
  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.

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If you are going to setup SQL Credentials manually, some additional fields will appear to enter:

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REAL TIME Analytics for MiContact Center Setup:

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

  1. Connection Name - we automatically populate this field and there is rarely a need to change the default.
  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.
  3. MiCC Server Address - this is the address for the MiCC server.
  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.

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Mitel MiContact Center Agent Installation:

Once you have entered details for the modules you are setting up, a page will appear with links to the agents you’ll
need to install on the environment. Depending on the configuration, you may have one or two agents to install
here.

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Mitel MiContact Center Diagnostics:

After applying the configuration settings for the MiCC modules and installing the software agents, you’ll be brought
to the Diagnostics portion of the setup dialog. 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.

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Genesys Cloud Setup:

When setting up Genesys Cloud, it is nearly always recommended to use our Automatic setup - this will guide you
through authenticating to your customer’s Genesys Cloud environment and our diagnostics will automatically set up the OAuth connection.


If you are setting up automatically, you’ll see three fields on the setup page:

  1. Connection Name - we automatically populate this field and there is rarely a need to change the default.
  2. Setup - leave this as Automatic
  3. Region - select the region your customer’s Genesys Cloud environment is set up in.

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Genesys Cloud Real Time Setup:

The Brightmetrics Genesys Cloud Real Time module will use the same OAuth connection as the Genesys Cloud module, so this setup is very simple. You have two fields on the setup page:

  1. Connection Name - we automatically populate this field and there is rarely a need to change the default.
  2. Related To - this is where you’ll choose which Genesys Cloud module this Real Time instance is related to.
    Most customers only have one Genesys Cloud system, but if your customer has multiple and they are all set up on Brightmetrics, select the appropriate one here.

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Genesys Cloud Diagnostics:

After applying the configuration setting for the Genesys Cloud modules, you’ll be brought to the Diagnostics portion of the setup dialog. There are 3 steps here:

1.  Authenticate to the customer’s Genesys Cloud environment. Note: Ensure you are logged into the customer’s Genesys Cloud account and not your own to ensure Brightmetrics connects to the right Genesys Cloud deployment.

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2. Confirm you authenticated to the right organization - you’ll see the organization name listed in bold. If it is correct, click Next.

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3. Brightmetrics will run the diagnostic setup and confirm for you once the setup has successfully completed. From here, you may have additional steps or be finished with the setup. Click Next or Done to move on.

 

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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.

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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.

 

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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. 

 

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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.

 

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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.

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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.

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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.

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

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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.

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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.

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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.

 

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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.

 

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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 BrightmetricsCall Recording integration.

 

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The call GUID allows the Brightmetrics service to identify the calls recorded by the Mitel Call Recording
Application. While it not necessary to have other fields in the recording filename, it is mandatory to have the GUID 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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