Ignite Client 7.0 (PrarieFyre) 1

[johnnybags]

Hey All,

Our Company had an PrarieFyre MCC installed 3 weeks ago v7.0, Mitel Sent 3 techs from Canada to Install! We have been having some issues with the new Call Center Client 7.0 with Ignite and I was wondering if anyone had any tips for resolution on these 2 items.

Ignite Client for monitoring Queues and Emailing clients.
Problem 1:
Twice this week our ignite client crashed on all users in the facility. All clients got a message that Enterprise Server is unavailable and then it would log in and log you out about every 20 seconds until the server got rebooted- Unacceptable when it is our customer service and tech support going down with 200 agents and about 25 queues. Has anyone else run into this problem and if so a tip would be fantastic.

Problem 2:
The ignite client allows our Customer Service reps to get emails from our clients and allows the agents to respond to clients via email with solutions to technical issues- we have an intermittent problem (random) with no ryhyme or reason. When the agents send the email, ignite notifies us that the message has been sent- but our clients do not get them. We are using Exchange 2010- Any tips would be great here also.

Thank you in Advance for any insight

 

[TheMitelGuy]

Hello,

A few things to note:

1) PrairieFyre no longer exists. Mitel has purchased them and all references to PF are now gone.
2) It's CCM, (Contact Center Management).
3) Mitel CCM 7.0 is a rather new product - truth be known, there was a major overhaul done under the hood. It is not a brand new product, but it has just come through a major transition. SP1 should be due out shortly, which will clean up a few issues.
4) Under no circumstances with CCM going down should this effect any incoming calls (calls in queue) or calls in progress (customers already talking with agents). Calls should continue to flow through your Mitel MiVoice Business (Mitel Communications Director) even if CCM goes down. Think of CCM as a reporting package - it's driving your ACD environment, it's simply reporting on it - and manages your e-mails/Exchange account.

I will take a look on Monday and see if I can find out when SP1 is coming out (exact dates) and if these issues are identified on the Known Issues list.

 

[Billz66]

Have patches been applied to the Version 7 installation ? there was one released withing a week of initial release and a second one recently
We were told not to go love with GA until this had been applied
7.0 Patch Release1 KB164741.exe
and this patch fixed a dual chat issue with the old client
Article 52124 KB173890 CCM7 Dual Chat .exe

What resources do you have on the CCM server , if its a co-located server ( CCM + IVR for emails) you will need at least 16G ram

Your call center sounds large compared to ours - we have only 20 agents with IVR & Email Queuing , ours is ticking along nicely .

I suspect that your problem is load / traffic related and it will be a problem that only Mitel can fix with patches to the software .
The fact that all agents were logged out simultaneously points to an issue at the server side rather than at the client side.




If I never did anything I'd never done before , I'd never do anything.....

 

[johnnybags]

Thanks guys,

We go to 7.0.0.2 on Thursday Night.. Crossing my Fingers.