Remote Server installation
A Remote Server, optionally installed at a remote site, performs many of the functions of the Enterprise Server without requiring you to install an additional Enterprise Server or upgrade your licensing.
Remote Servers collect and stream ACD/SMDR data from media servers to the Enterprise Server over TCP/IP. The Enterprise Server gathers, summarizes, and writes the data to a SQL database for monitoring and reporting purposes.
Should the link to the Enterprise Server go down, Remote Servers will buffer ACD/SMDR data until communication is restored and the data can be streamed. Note that if the link between the Enterprise Server and a Remote Server goes down, the managers and supervisors cannot view real-time data from the Remote Server until the connection is restored.
- You require a Network License to collect data using a Remote Server. For more information, see the MiContact Center Business and MiVoice Analytics System Engineering Guide .
- A single Remote Server can collect ACD/SMDR data from up to 65 voice media servers. If attempting to collect data from more than 65 PBXs with a single Remote Server, customers can contact their approved vendor. Certified channel technicians can contact Mitel Technical Support for guidance.
- Create a remote IVR Routing instance. This enables IVR Routing instances to continue to function if they lose access to the primary database or site.
See "Configuring IVR Routing on Remote Servers".
Note:If the connection from Remote Servers to the Enterprise Server goes down, loss of real-time connectivity affects all workflow components that depend on data derived from real-time queue statistics including queue condition activities, Updated Position in Queue (UPiQ) messages, and prompts based on real-time statistics.
- Monitor MiContact Center BusinessMiVoice Analytics services activity and collect data on alarms.
The Remote Server can monitor its performance and notify the Enterprise Server when server states surpass configured alarm thresholds. You configure alarm thresholds and view alarms for Remote Servers in YourSite Explorer. For more information on server-side alarms, see "Monitoring and alarming subsystem"MiVoice Analytics User Guide.
- View the status of data collection on the Remote Server.
You can view real-time ACD and SMDR data collection by clicking the Data Link button, located in the YourSite Explorer ribbon when a 3300 ICP media server has been selected.
- Display real-time performance statistics and text messages from the Remote Server on LED wall signs.
You can run WallBoarder on Remote Servers to keep agents and employees throughout your contact center aware of enterprise-wide statistics and key messages. For more information, see "Configuring WallBoarder".
- Provide a software update source for the client computers or other Remote Servers. The Remote Servers will be prompted with an update by the MiContact Center Updater following the upgrade of the Enterprise Server. The MiContact Center Updater will download the files and place them in a virtual directory on the Remote Server. The clients and the other Remote Servers will then update using these files from the Remote Server.
- Provides an overview of Remote Server installation
- Explains how to install the Remote Server software and modify installed components and features
- Explains how to configure IVR Routing on Remote Servers
- MiContact Center Data Collection Service
- MiContact Center MiTAI Proxy Service
- Remote Routing Services, for IVR Routing
- MiContact Center Wallboard Service
- MiContact Center Updater Service
- CCMWeb
- Contact Center Client
- YourSite Explorer