Ignite not connecting to ContactCentre host

[MandieD]

Hi,

I'm 1st line support and I'm trying to get Ignite working on a couple of users PCs. This all worked fine in the office but when at home on their own broadband, it doesn't want to work. When installing and it gets to the point of putting ContactCentre in where it asks for hostname or IP, that should then tick to say it's connected. It doesn't, I get an exclamation mark saying it can't connect to the remote server.

Is this a problem with their own ISPs maybe? Could they be blocking something. We have plenty of users where it works fine but some that it just won't work for. They are also using Contact Centre 7.3 and this works fine.

I have spoken to our support company for the Micollab/Mitel software and they tell me it's an issue with the local machine.

Mandie

 

[Billz66]

it wont just work via the internet .
the end users wil lhave to be using a VPN to connect back to teh office
we are now setting up web ignite via a MBG with ebproxy and that works well via the internet
you cant do that with older versions of ignite
- only options are vpn or to use the MBG connector via an existing MBG[pre][/pre]

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

 

[MandieD]

Hi,

Thanks for replying but we do have some users working at home using Ignite through their Broadband which is a bit odd. They do connect to our network for all other things but not Mitel/Ignite, that's connected outside of remote. Our Mitel supplier, ICOM, have said there can be issues with Virgin or Talk Talk users but one of my problematic ones is with PlusNet, so that doesn't make sense. I think we are on an older version of Ignite so won't be able to use the web version then.

 

[Valamagules]

Ignite Client will require an MBG Proxy and requires SSL connection to the MiCC Server to work via the internet.

Clever men learns what Wise men shares!

 

[MandieD]

HI,

It does have a MBG connection to the MiCC server. One users is connected ok but still won't login with the correct details and the other user's MBG won't connect even though I've been told by our Mitel support guy that there are no certificates awaiting validation.

 

[Valamagules]

I see that you are using the MiVoice Border Gateway Connector from the MiCC installer.
The Connector will create the VPN tunnel back to the MiCC server via SSL through the MBG.

A few things to check -

MiCC Server
1) Is enabled for SSL
2) Does the hostname (FQDN) of the server resolvable on the public domain (internet)
3) Is there a valid SSL Cert uploaded to the MiCC server for SSL
4) Is the SSL binding correctly configured to allow SSL connection

MBG
1) Is the server configured correctly to allow external connection (via DMZ or Gateway Mode)
2) Is the MBG proxy correctly configured
3) Is the SSL cert uploaded to this server
4) each user will require to be configured as a MiNET device on the MBG with the user's PC MAC address
5) has the client cert been approved, if there's no cert in MBG, check document SO3045 in MOL (or ask your Mitel guys to check)

Although the above works, it's quite a clumsy work to get all the parts to work.

My prefered way is via Ignite Web via MBG Proxy. But that is a story for another day