Adding media servers
The SX-200, Axxess, and 5000 media servers are not supported with Version 7.x, Version 8.x, and Version 9.x, except as historical media servers. When upgrading to Version 7.x, 8.x, and 9.x SX-200 media servers, along with their associated extensions, agents, agent groups, queues, trunks, and trunk groups, are set to historical. Axxess and 5000 media servers must be marked as historical before upgrading to Version 7.x, 8.x, and 9.x to retain historical data.
You must give each media server a distinct name when setting up your site to distinguish between the various types of media for management and reporting purposes.
To verify the media server types and the number of employees for which you are licensed, in CCMWeb hover over Help and select About your Mitel applications or access the System Information tab in the Start Page of YourSite Explorer.
For information on adding email, chat, and SMS media servers, see the Multimedia Contact Center Installation and Deployment Guide.
When you first install MiContact Center BusinessMiVoice Analytics, a 3300 ICP media server is added to YourSite Explorer by default. If you do not plan to use this server, we recommend you delete it to avoid receiving unnecessary alarms or error messages. You can modify this default server based on your requirement. If you choose to add a new server, then you need to delete the default server.
To distinguish between the various types of media for management and reporting purposes, you must make each media server distinct when you set up your site. Each media server must have an unique name and IP address.
In YourSite Explorer Start Page, under System Information tab, you can click About link to verify the types of media servers and the number of employees for which you are licensed. You can access the same information in CCM Web you hover over Help and select About your Mitel Applications.
MiContact Center Business works with the following media server types:
You select your media servers from the following media server types and add them to your site.
3300 IP Communications Platform (ICP)
The 3300 ICP ACD system streams SMDR and ACD real-time data over TCP/IP.
See "Adding a 3300 ICP media server".
SIP media server
The SIP media server connects Mi Contact Center Business to a gateway that uses the SIP protocol using a SIP trunk. SIP Routing systems must be configured to send incoming calls to Mi Contact Center Business endpoints or direct to queues. See the MiContact Center Business Knowledge Base at http://micc.mitel.com/kb/KnowledgebaseArticle52448.aspx for information about specific gateways.
MiContact Center Business supports a single SIP media server.
See "Adding SIP media servers".
Multimedia Contact Center Email
The Multimedia Contact Center Email routing engine dynamically allocates emails from customers to agents. Email servers must support IMAP and maintain a reliable connection to the Enterprise Server. In addition, we recommend that the mail account from which Multimedia Contact Center retrieves emails supports aliases.
See the Multimedia Contact Center Installation and Deployment Guide for more information.
Multimedia Contact Center Chat
The Multimedia Contact Center Chat routing engine dynamically allocates live chat sessions over the Web from customers to agents. The routing engine uses HTTP or HTTPS to communicate between customer and agent.
See the Multimedia Contact Center Installation and Deployment Guide for more information.
Multimedia Contact Center SMS
The Multimedia Contact Center SMS routing engine dynamically allocates SMS interactions from customers to agents. SMS media servers require integration with the SMS gateway service provider Twilio to provide SMS capabilities to a contact center.
See the Multimedia Contact Center Installation and Deployment Guide for more information.