Neverfail for Mitel MiContact Center Plug-in v201.5.2 - Release Notes

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About Neverfail for Mitel MiContact Center Plug-in

Neverfail for Mitel MiContact Center Plug-in provides protection and proactively monitors the Mitel MiContact environment’s configuration data, services, and application data files.

Supported Versions and Platforms

  • MiContact Center Server v9.0 (both Main/Enterprise and Remote installation versions)
    • on Windows Server 2008 R2 SP1, Windows Server 2012, Windows Server 2012 R2, Windows 2016 (where compatible)
    • using one of the following Databases either local or remote (where compatible)
      • SQL Server 2012, SQL Server 2014, SQL Server 2016 (where compatible)

What's new

Changes since previous version:

  • File filter management improvements (EN-3566)
  • File filter set improvements (EN-3579)

Install/Uninstall the Neverfail for Mitel MiContact Center Plug-in Via the Neverfail Advanced Management Client

The Neverfail for Mitel MiContact Center Plug-in can be installed either via the Neverfail CE deployment process or by using Application -> Plugins in the Neverfail Advanced Management Client using the procedure below. Neverfail recommends that for initial deployments of Neverfail for Mitel MiContact Center Plug-in, installation should be performed using Engine Management Service.

To manually install the Neverfail for Mitel MiContact Center Plug-in, follow the steps below:

  1. Unzip the Neverfail for Mitel MiContact Center Plug-in to the desired location.
  2. Launch the Neverfail Advanced Management Client.
  3. Navigate to Application -> Plugins .
  4. Click on the Install button.
  5. Click the Browse button and navigate to the location of the <plug-in name>.dll file.
  6. Click OK to complete the installation.
  7. Repeat this process for each individual plug-in.

To remove/uninstall the Neverfail for Mitel MiContact Center Plug-in, follow the steps below:

  1. Launch the Neverfail Advanced Management Client.
  2. Navigate to Application -> Plugins .
  3. Select the desired plug-in to be removed/uninstalled.
  4. Click on the Uninstall button in the 'Plugins' pane.
  5. When the plug-in is uninstalled, the files are not removed. This is by design for future functionality and therefore the following workaround is provided:
    • Copy the contents of the r2\plugins\<sponsor>\<version> folder to a different location (e.g. C:\temp).
    • Delete the contents of the r2\plugins\<sponsor>\<version> folder.
    • To reinstall the plug-in, when prompted for the location of the plug-in files, navigate to the new folder location (e.g. C:\temp).

Note: As an alternative, reinstallation can be accomplished by using the downloaded files from the original download location after removing the plug-in.

 

Monitoring

For Neverfail for Mitel MiContact Center Plug-in, monitoring consists of the following:

  • Service Availability Monitoring
  • Application Monitoring
  • Performance and Application Health Monitoring

 

Service Availability Monitoring

Neverfail Engine monitors services specified by the plug-ins to ensure application availability. In the event that a specified service stops or fails, Neverfail Engine can take up to three pre-configured actions to remedy the issue.

 

Application Monitoring

Tasks - The following 'Tasks' are installed by Neverfail for Mitel MiContact Center Plug-in:

  • Pre Start (services optimized start)
  • Pre Stop (services optimized stop)
  • Periodic
    • Protected Services Discovery
    • File Filter Discovery
    • Registry Filter Discovery

To configure/modify Periodic 'Tasks', follow the steps below:

  1. Using the Neverfail Advanced Management Client, click on Application -> Tasks .
  2. Select the desired 'Task'.
  3. Click on the Edit button at the top of the 'Tasks' pane.
  4. Configure/modify the 'Interval' field.

Note: 'Interval' is the only field available for configuration/modification and is measured in seconds.

  1. Click OK to save the changes.

Note: This dialog is also used to Enable/Disable the selected 'Task'.

 

Performance and Application Health Monitoring

Rules – The following 'Rules' are installed by Neverfail for Mitel MiContact Center Plug-in:

  • CCM Enterprise Server\Execution Cycle
    • Check execution cycle : verifies if execution cycle > 10s and triggers a configurable action when condition is met (default = log warning message). Enabled by default on Enterprise/Main Server. Disabled by default on Remote Server.
    • Check healthy system : verifies if execution cycle > 2s and triggers a configurable action when condition is met (default = log warning message). Enabled by default on Enterprise/Main Server. Disabled by default on Remote Server.
  • Application availability
    • Check AuthorizationServer availability : verifies Authorization Service health; configured by default to use the local system credentials, but offers also the option to configure another user account credentials. Disabled by default on Remote Server.
    • Check Elasticsearch availability : verifies Elasticsearch health; configured by default to use the local system credentials, but offers also the option to configure another user account credentials. Disabled by default on Remote Server.
    • Check MiCCSDK availability : verifies MiCC SDK health; configured by default to use the local system credentials, but offers also the option to configure another user account credentials. Disabled by default on Remote Server.
  • Message Queuing
    • Private queue(s) size : checks each minute the size of the configured queues; one can edit the list of the private queues (coma-separated) to be monitored and a specified threshold which applies to all queues from the list. Default monitored queues: router_queue and router_queue_control . Disabled by default if the limit message storage is not defined/set.
    • Check limit message storage : this checks each minute if the Message Queuing Limit Storage doesn’t exceed the configured limit. Disabled by default if the limit message storage is not defined/set.

 

Neverfail for Mitel MiContact Center Plug-in

When the plug-in is installed, all protected services will be set to manual unless otherwise stated.

This is the list of all services protected by this plug-in:

On Enterprise/Main MiCC v9.0 server:

  • MiContact Center Server Monitor (ServerMonitoringAgent) (built-in watchdog service)
  • MiContact Center Mass Transit Runtime (prairieFyre.Services.MassTransitRuntimeServices)
  • Elasticsearch 2.4.1 (elasticsearch-service-x64)
  • MiContact Center Configuration Manager (prairieFyre Config Service)
  • MiContact Center Auditor (prairieFyre Auditor Server)
  • MiContact Center Data Collection (prairieFyre Collector Service (v5))
  • MiContact Center Data Synchronization (prairieFyre Data Synchronization Service)
  • MiContact Center Enterprise (prairieFyre .Net Enterprise Server)
  • MiContact Center Inbound Router (prairieFyre Routing Inbound Service)
  • MiContact Center Maintenance Alarm Dispatcher (MaintenanceAlarmDispatcher)
  • MiContact Center Media Router (prairieFyre Routing Media Service)
  • MiContact Center MiTAI Proxy (prairieFyre MiTAI Proxy Server)
  • MiContact Center Music on Hold (IvrMusic)
  • MiContact Center Outbound Router (prairieFyre Routing Outbound Service)
  • MiContact Center Reporter (prairieFyre Reporting Service)
  • MiContact Center Scheduling (ServiceCCS)
  • MiContact Center Sms (MiContact Center Sms)
  • MiContact Center SQL Writer (prairieFyre SQLWriter)
  • MiContact Center Storage (prairieFyre Storage Service)
  • MiContact Center UPiQ (prairieFyre Routing UPiQ Service)
  • MiContact Center Wallboard (PFWallboarder)
  • MiContact Center WFM Connector (prairieFyre Workforce Management Service)

On Remote MiCC v9.0 server:

  • MiContact Center Server Monitor (ServerMonitoringAgent) (built-in watchdog service)
  • MiContact Center Data Collection (prairieFyre Collector Service (v5))
  • MiContact Center Inbound Router (prairieFyre Routing Inbound Service)
  • MiContact Center MiTAI Proxy (prairieFyre MiTAI Proxy Server)
  • MiContact Center Music on Hold (IvrMusic)
  • MiContact Center Outbound Router (prairieFyre Routing Outbound Service)
  • MiContact Center Updater (UpdaterService)
  • MiContact Center UPiQ (prairieFyre Routing UPiQ Service)
  • MiContact Center Wallboard (PFWallboarder)

Note : The SQL Server and IIS Server related services used by Mitel MiContact Center Server are protected by dedicated Neverfail for SQLServer and IISServer plug-ins.

 

Applies To

Neverfail for Mitel MiContact Center Plug-in

 

 

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