Mitel MiVoice (ShoreTel Connect) ECC Integration

Steps for Configuration

Once Chronicall has been installed, under the Admin (System) section on the Chronicall main page, select System Settings and follow these steps:

Select "ShoreTel Site 1"

Once Chronicall is installed on the DVS or ShoreTel Enhanced TAPI application server, you will need to verify that the HQ IP Address is the correct address.

Once the IP Address has been verified, for now, logout of Chronicall.

ShoreTel Contact Center Director Setup

Once, the IP Address is verified in Chronicall, you will now need to configure a few items in the ECC Director.

Log into the ShoreTel Contact Center Director (ECC Director).
In this next section, we’re going to be setting up the “RTE Port” (Real-Time Events) and the “RTA Port” (Real-Time Adherence).

Note: On newer versions of ShoreTel ECC (anything after release 9) it will not have an “RTA” available. In this situation, you will only have to set up the “RTE Port”.

Select Parameters, then select "External Interfaces"

Once in "External Interfaces", verify the ports that are presently assigned by clicking on the "Events Feed Ports".

Note: They are typically set at default

RTA - 31455 (if available)
RTE - 31456

If they have been changed, write down the new numbers for later use.

RTE Setup

Once you've checked the numbers, go to "Event Feeds" and select "New".

Enter in Username. (Ex: "xima_rte") Write it down for later use.
Enter a Password. (Ex: "password") Write it down for later use.
Switch the Connection Type to "Real-Time Events"
Hit "Create"

RTA Setup

If the RTA is available, configure it as well.

*Note: You'll know if it is available when you are looking at the "Event Feed Ports". If RTA is not found under "Event Feed Ports", the you can skip this step. If it is available, hit "New" again.

Enter in Username. (Ex: "xima_rta") Write it down for later use.
Enter a Password. (Ex: "password") Write it down for later use.
Switch the Connection Type to "Real-Time Adherence (RTA)".
Hit "Create"

Configuring ECC in Chronicall

Once the RTE and the RTA are configured, restart the Chronicall services. To learn how to restart the Chronicall services, click here.

After the Chronicall services have been restarted, log back in to Chronicall:

Under the Admin (System) section on the Chronicall main page, select System Settings and follow these steps:
Select "ShoreTel Site 1"

Click on the ECC Integration ellipses

Enter the ECC IP Address
If the RTA and RTE ports were left at default in the ECC director, the it is likely that the RTA and RTE ports will already be set at default. If those port numbers were changed in the ECC director, make the necessary changes here in the Chronicall ECC Integration.

Enter in the coinciding Usernames and Passwords that you created in the ECC Director.

For the "RTE Only" section, if you entered the RTA credentials, leave this option set to "False". Otherwise, if you did not have to enter RTA credentials, set this at "True".

Hit "OK", then "Save".

Route Point Configuration

Once the RTE and RTA ports are configured, you will now need to configure the Route Points

Under the Admin (System) section on the Chronicall main page, select System Settings and follow these steps:

Select "ShoreTel Site 1"
Select the ellipses next to "Route Point Configuration"

A list of your extensions will now appear.

Go through each extension and do the following:

If an extension says "IVR, switch the drop down to say "Queue".
If an extension is an "IRN", change the name to reflect the ECC Group, then switch the drop down to say "ECC Group".

Once all of the extensions have been appropriately labeled, hit "OK", then hit "Save"