ALM0055 - HCI/CTI/TAPI Call Control Allowed

DESCRIPTION

HCI/CTI/TAPI Call Control is not enabled in the Class of Service (COS) on the PBX.

SEVERITY

Minor

IMPACT

HCI/CTI/TAPI Call Control needs to be enabled in the COS on the PBX in order to use Contact Center Screenpop, UPiQ, Interactive Contact Center, and Intelligent Queue.

TROUBLESHOOTING STEPS

Mitel - Select "Yes" to permit the users station to be controlled by the host computer

1. Open the 3300 ESM.
2. On the left click on System Properties => System Feature Settings => Class of Service Options.
3. Click the Class of Service that threw the alarm, and click the Change button at the top.
4. Scroll down to HCI/CTI/TAPI Call Control Allowed and set it to Yes.
5. Click Save.

NOTE: This alarm will need to be cleared manually by going to YourSite Explorer and clicking on Alarms. Select the alarm in question and click the Snooze button.

APPLIES TO

6.0 SP1

References

• MiContact Center Administration and Installation Guide
• MiContact Center User Guide
• MiContact Center and Business Reporter System Engineering Guide
• Multimedia Contact Center Installation and Deployment Guide
• Business Reporter User Guide