About Mitel MiContact Center Business Plugin

Mitel MiContact Center Business Plugin provides protection and proactively monitors the Mitel MiContact Center Business environment’s configuration data, services, and application data files.

Supported Versions and Platforms

• MiContact Center Business R10.0/SIP, MiContact Center Business 9.5, MiContact Center Business 9.4, MiContact Center Business 9.3, 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, Windows 2019, Windows 2022 (where compatible)
    
  • using one of the following Databases either local or remote (where compatible)
    • SQL Server 2012, SQL Server 2014, SQL Server 2016, 2017, 2019 (where compatible)
      

What's new

1. Freeswitch service protected data set updates.

Monitoring

For Mitel MiContact Center Business Plugin, 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 plugins 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 Mitel MiContact Center Business Plugin:

• 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.

5. 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 Mitel MiContact Center Business Plugin:

• 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.
    

Mitel MiContact Center Business Plugin

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

This is the list of all services protected by this plugin:

On Enterprise/Main MiCC server:

On Remote MiCC server:

1. MiContact Center Server Monitor (ServerMonitoringAgent) (built-in watchdog service) 
2. MiContact Center Data Collection (prairieFyre Collector Service (v5)) 
3. MiContact Center Inbound Router (prairieFyre Routing Inbound Service) 
4. MiContact Center MiTAI Proxy (prairieFyre MiTAI Proxy Server) 
5. MiContact Center Music on Hold (IvrMusic) 
6. MiContact Center Outbound Router (prairieFyre Routing Outbound Service) 
7. MiContact Center Updater (UpdaterService) 
8. MiContact Center UPiQ (prairieFyre Routing UPiQ Service) 
9. MiContact Center Wallboard (PFWallboarder) 
10. MiContact Center HPiQ Router (MiContact Center Routing HPiQ Service) - (service added in MiCC-B 9.5 - added in 201.5.3) 

Applies To

Neverfail for Mitel MiContact Center Business Plugin 201.5.6