Multimedia Contact Center Backup and Restore Recommendations

We recommend backing up Enterprise Server data on a regular basis as a preventive measure in case of events that could cause loss of data and necessitate system restoration. The frequency of backups depends on how important the data is to your business. If losing one week of data is acceptable, then backing up once a week is sufficient. If losing more than one day of data is unacceptable, then a daily backup strategy should be implemented.

Note:

We strongly recommend storing backup files in a location outside of the Enterprise Server in order to maintain essential data in the case of a hardware failure or catastrophic event.

The following data files must be considered:

YourSite Database configuration data files – These files contain all device configuration for your contact center (including IVR Routing and Multimedia Contact Center workflows and prompts) and are backed up automatically during nightly maintenance. They are located in the SQL Server database as part of the CCMData files. During nightly maintenance, the data is backed up as an .xml file and retained for the last 30 days, enabling you to restore a previous configuration if necessary. You can also backup configuration data manually using the Backup and Restore Wizard in Contact Center Client.
Raw data files – These files contain all raw data from the media servers, including ACD and SMDR historical data and a flat file multimedia repository for all media, excluding voice. The multimedia repository stores multimedia messages and SMS and chat transcripts. These files are not backed up during nightly maintenance and must be backed up manually using your corporate backup solution.
Reply template data files – These files include the packaged responses for email, chat, SMS, and open media. The reply template data files from the default folder and all user-specified folders are backed up automatically during nightly maintenance. Reply template data files are also included in manual backups using the Backup and Restore Wizard in Contact Center Client.
SQL Server data files (CCMData and CCMStatisticalData) – The data that is stored in the SQL Server database is not automatically backed up during nightly maintenance. Consult Microsoft documentation for more information regarding backup and restore processes.

Following is a list of folders and locations for data that should be backed up using your corporate backup solution. Suggested backup tools include Symantec Backup Exec and Microsoft System Center Data Protection Manager:

Configuration backups: drive:\Program Files (x86)\Mitel\MiContact Center Business\BackupFiles
This folder contains the nightly .xml backups of configuration data and IVR Routing and Multimedia Contact Center workflows and prompts that are created during nightly maintenance.
Raw data: <drive>:\Program Files (x86)\Mitel\MiContact Center Business\DataDirectory
This folder stores all raw data from the media servers. Using this data you can re-summarize your raw data to enable reporting. This folder also contains the multimedia repository for all media, excluding voice.

To restore your system with the backed up data, you must stop the MiContact Center Business services and use the backup tools to restore the folders that you previously backed up. After these folders have been restored, restart the MiContact Center Business services. For more information, see "Restoring telephone system and configuration data".

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