Introduction

This guide will help diagnose common Mitel MCX and MiCC-B issues and also provide details on how to obtain logs and guidance for escalation.

OpenMedia Connection Fails in Talkative via MiCC SDK

If you are unable to connect your Talkative instance then it will be likely due to the following issue:

Symptom	Likely Cause	Solution
403 Response from Endpoint	Invalid Client ID or Secret in the MiCC configuration.	Create a new secret and install it - this will require an IIS refresh, so care should be taken and this should be completed OOO. Note: a Mitel backup may not include the secret, so migrating to a new system and restoring from backup may cause this behaviour.
Connection Timed Out	A connection was made, but no response was received from the server within the allocated timescale - this is often caused by an incorrect firewall configuration preventing ingress of network to the MCX/MiCC-B server or incorrect internal networking forwarding the requests to the wrong location. A lack of entries in the MiCCSDK from the Talkative server will confirm the traffic did not reach the instance.	Confirm the firewall is configured correctly to let traffic from the Engage IPs as per the documentation and that traffic traverses the network correctly.

No Users Listed in the Queue Advanced Statistics

The detailed look of the information section in the queue edit page pulls directly from the Mitel MiccSDK to get the current live information about available agents within the configured queue. This information should be considered the source of truth, as it is pulled directly from the Mitel system, which means it's what we see directly from the Mitel system.

If the system is showing zero for all agent availability types, but there are agents online, then it is most likely a misconfiguration in the workflow.

The most common cause for misconfiguration is the workflows themselves not being validated. You should review all the workflows that have been created and untick and retick the validate workflow button. If this does not resolve the issue, then the workflows themselves may be invalid. Please review them to ensure that the workflows are valid. Consult the setup guide here to confirm you have completed the workflow setup correctly.

Queueing Works But Not Router to a Queue or Wrong Queue

In the InQueue Workflow, there is a property which defines the queue UUID the interaction should be queued on. The default value is incorrect, the correct one is OpenMediaDestinationQueue

If this is routes to an incorrect queue it may be hard coded in this configuration.

Support Escalation

MiCC SDK API Logs

The MiCC SDK logs will contain information about the requests made into the Mitel system from Talkative using the MiCC SDK.

On the MCX/MiCC-B server, navigate to C:\Program Files (x86)\Mitel\Mitel CX\Logs. The files prefixed MiccSdk - cover the different log categories (Alarm, Api, Debug, MassTransit, MIR, Search) - for most Talkative investigations, the MiccSdk - Api file is what's needed, since it records the requests made into the Mitel system via the MiCC SDK. MiccSdk - Debug can help for deeper investigation if the API log alone doesn't show enough.

Logs rotate periodically - when they do, the previous log is renamed with a date/time suffix (e.g. MiccSdk - Alarm.20260710.211307), while the live, currently-written log keeps the plain name (e.g. MiccSdk - Api). Match the file(s) covering the date/time of the issue you're investigating - you may need the archived, dated version rather than the live one if the issue occurred before the log last rotated.

Copy the relevant MiccSdk - file(s) covering the time window of the issue and provide these to Talkative support - this is usually all that's needed to diagnose OpenMedia connection and request issues without needing a full Mitel support package (see below).

Mitel Support Package

If the MiCC SDK logs alone aren't sufficient, a full support package can be generated for escalation to Mitel Product Support. Note: menu labelling may say "MiCC-B" or "MCX" depending on version, but the process is the same.

Log into the MiContact Center (MCX/MiCC-B) enterprise/main server and launch Contact Center Client (Start → All Programs → Mitel → Contact Center Client).

Log in using an administrator account with a security role that has access to the Management panel - if your role doesn't have this, you won't be able to create a package.

Go to Tools → Management.

Click Support, then Create a support package.

Optionally add any additional files, or specific days of telephone system records, if asked to by Mitel/Talkative support.

Click Next - this takes 10-30 minutes depending on data volume.

Click Finish once complete, and download when prompted.

If not prompted, find it in Mitel\MiContact Center\Backups (v9.3.4.0+) or Mitel\MiContact Center\CCM\Websites\CCMWeb\downloads (older versions) - named Package.zip.

For IVR Routing/Messaging issues with remote IVR servers, also zip and provide the Mitel\MiContact Center\Logs folder from those remote servers.