CallManager & Contact Center Reporting Tools

I have been asked by HR to run 30-day and 60-day reports on certain directory numbers. From there I need to break the incoming calls down to calls coming through my IPCC auto attendants and calls coming from directly dialing the extension (internal phone calls). How can I pull these numbers from the system?
Thanks,
Nick

Hi Nick,
You could analyze the CDR records with Cisco CAR on CallManager.
http://www.cisco.com/en/US/docs/voice_ip_comm/cucm/service/5_0_1/car/caranrpt.html
For IPCC you can use Cisco's CRA Historical Reports
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_user_guide_chapter09186a0080146c30.html
hope this helps, please rate below if so.
Regards,
Justin

Similar Messages

CUIS Contact Center Reporting Error

I was getting this error on CUIS Reporting tool. I have developed a report using Database Query. My query runs successfully on SQL Server, but its making error in front end. Could anyone have solution on this?
Thread was being aborted. at System.Threading.Thread.AbortInternal() at System.Threading.Thread.Abort(Object stateInfo) at System.Web.HttpResponse.End() at System.Web.HttpResponse.Redirect(String url, Boolean endResponse) at ViewerLauncher.Page_Load(Object sender, EventArgs e)
Thanks,

Hi,
The Contact Center Simulation runs on the J2EE stack so you need to know your J2EE HTTP port and include that in your URL.
http://<server>:<J2EE Port>/bcb
The J2EE port is different from the HTTP/S port.
Check with your basis team to know you J2EE port.
Regards,
Joost

How can I use either the contact center reporting or CAR to identify calls transferred from agents to other extensions?

We are not to the call manager and I am trying to find a way to report calls that were received to our customer service agents though the call queue but were subsequently transferred to an extension out side of the queue. With our implementation we changed call routing and need to see how many misrouted calls are getting to the queue.

Marc,
Are you on UCCE or UCCX? If you're using UCCE, the Termination_Call_Detail table includes a record of all transfers made by Agents.
-Jameson

Cisco Unified Contact Center 8.5. Field report description

Hi,
In the Cisco Contact Center reports there are some fields. One of those fields about the telephone calls is "Do not care". What does mean this field? what kind of telephone calls are in this fields?
Thanks,
Regards,
David Lozano

Hi Harrison,
Thanks for the reply. BTW, this not the answer that i need. If any table have data regarding location/operational area, so i need to know that table, coz i used official database manual too. but there is no such table they mention there.
As you said, i checked with the team/skill and resource table, but there is no way to find a location or a operational area.
Thx
ComBank100

Historical Reporting Contact Center Express - Errors

Hello
When i create the report on my contact center express for historical information of somes ACDs, i am watching the following:
Reject: Remote Timeout
Reject: Channels Busy
Reject: Trigger Failed
What these reasons code mean???
Thanks,
Alexis Munoz

Aaron,
Thank you I will try what you suggest.
Respectfully,
Deborah
Deborah A. Morgan
Mary Washington HealthCare
Information Systems Network Support Team
(540) 741-1048 voice
(540) 741-1072 fax
Email [email protected]
From: aaronharrison
To: Deborah Morgan
Date: 09/12/2011 05:18 PM
Subject: - Re: Contact Center Express 7 Historical
Reports Peak Time CSQ
Cisco Support Community
Re: Contact Center Express 7 Historical Reports Peak Time CSQ
created by aaronharrison in Contact Center - View the full discussion
Hi
The closest thing to what you are asking for that I've seen is the
'contact service queue activity by interval' report.
It produces normal CSQ stats (total, abandon etc) per interval (i.e. per
hour, 30 mins or 15 mins) through the day so you can see when your busy
times are.
Change the 'interval' to what you need on the detail tab before running
the report.
Regards
Aaron
Please rate helpful posts..
Reply to this message by going to Cisco Support Community
Start a new discussion in Contact Center at Cisco Support Community

Contact Center Manager Express Rls 7 Seeking Admin and Reporting Reference

We have CCMXpress but need documentation on the reporting capabilities. Seeking the documentation if anyone can make a recommendation.
thanks

I am guessing you are referring to Contact Center Express. Please go here: http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/products-installation-and-configuration-guides-list.html

Ask the Expert: Deployment and Troubleshooting Cisco Unified Contact Center Express (UCCX) Deployments

With Anirudh Ramachandran and Abhiram Kramadhati
Welcome to the Cisco Support Community Ask the Expert conversation. This is an opportunity to learn and ask questions about the latest advancements in Cisco UCCX (such as the integration of Cisco Social Miner to provide agent chat and better reporting using the Cisco Unified Intelligence Center), as well as the existing features of Historical Reporting, custom reporting using the historical database, Agent Email services, JTAPI integration with CUCM, and the HA over WAN cluster mechanism.
Anirudh Ramachandran is a customer support engineer at the Cisco Backbone Technical Assistance Center in Bangalore, India. Working in the Asia-Pacific time zone for the last two years, he focuses on Cisco Unified Contact Center Express issues and specializes in Linux, JTAPI/CTI integration, and UCCX system and database issues. He holds the CCNP Voice and UCCX Specialist certifications, and is also a Red Hat Certified Engineer. Anirudh writes tools and automates bug workarounds for UCCX in addition to working on TAC service requests, and currently has authored and co-authored seven such tools. Anirudh graduated from the National Institute of Technology Karnataka with a Bachelor of Technology in Computer Engineering.
Abhiram Kramadhati is an engineer with the Contact Center Backbone team in the Asia Pacific timezone. He has been working with UCCX since he started with Cisco 2 years ago. During his time at Cisco, he has built his expertise around UCCX Telephony applications, JTAPI integration, UCCX system behaviour, LDAP components and also UCCX as IPIVR in UCCE environments. He also works on other technologies including Unified Communications Manager and UCCE. He has been involved in many technical escalations in the region. Abhiram is a Telecommunications engineer from Bangalore, India.
Remember to use the rating system to let Anirudh and Abhiram know if you have received an adequate response.
They might not be able to answer each question due to the volume expected during this event. Remember that you can continue the conversation on the Collaboration, Voice and Video Contact Center subcommunity discussion forum shortly after the event. This event lasts through May 3, 2013. Visit this forum often to view responses to your questions and the questions of other Cisco Support Community members.

Hi Anthony,
Thanks for the question.
This is an interesting requirement, since the UCCX trigger's configuration is translated only to the Call Forward Busy External setting on the CUCM.
Trigger creation:
144768: Apr 22 21:54:23.789 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet.updateNewTrigger() - Creating a new Trigger :1234
144876: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet routePoint = 1234
144877: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet description = testt
144878: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet deviceName = testt
144879: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet devicePool = {1B1B9EB6-7803-11D3-BDF0-00108302EAD1}
144880: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet devicePoolName = Default
144881: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet callingSearchSpace =
144882: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet callingSearchSpaceName = None
144883: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet redirectCSS = default
144884: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet location = {29C5C1C4-8871-4D1E-8394-0B9181E8C54D}
144885: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet locationName = Hub_None
144886: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet partition =
144887: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet partitionName = None
144888: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet voiceMailProfile =
144889: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet voiceMailProfileName = None
144890: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet forwardBusyVM =
144891: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet forwardBusyDestination =
144892: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet forwardBusyCSS =
144893: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet forwardBusyCSSName = None
144953: Apr 22 21:54:23.913 IST %MADM-LIB_AXL-7-UNK:AXL-ExecutionCmd-569.CCMLineSOAPAdmin: try makeRequest() on AXL: 10.106.113.142, AXLUser: axl, AXLPassword: XXXXXX
144954: Apr 22 21:54:23.913 IST %MADM-LIB_AXL-7-UNK:CCMVersionSOAPAdmin.getAXLVersion():7.1
144955: Apr 22 21:54:23.913 IST %MADM-LIB_AXL-7-UNK:AXL-ExecutionCmd-569.CCMLineSOAPAdmin: makeRequest() - Start REQUEST ====================
144956: Apr 22 21:54:23.913 IST %MADM-LIB_AXL-7-UNK:POST /axl/ HTTP/1.1
Connection: keep-alive
Host: 10.106.113.142:8443
Authorization: Basic YXhsOmF4bA==
SOAPAction: "CUCM:DB ver=7.1"
Accept: text/*
Content-type: text/xml; charset="utf-8"
Cache-Control: no-cache
Pragma: no-cache
Content-length: 440
http://schemas.xmlsoap.org/soap/envelope/">MADM_5691234CRS Line descriptionCallPark
144957: Apr 22 21:54:23.913 IST %MADM-LIB_AXL-7-UNK:AXL-ExecutionCmd-569.CCMLineSOAPAdmin: makeRequest() - End REQUEST ==================
144958: Apr 22 21:54:23.914 IST %MADM-LIB_AXL-7-UNK:AXL-ExecutionCmd-569.CCMLineSOAPAdmin: getSocket: MADM_LIB_AXL_AXL_SOCKET_POOL-0-79[TLS_RSA_WITH_AES_128_CBC_SHA: Socket[addr=10.106.113.142,port=8443,localport=44913]]
144987: Apr 22 21:54:24.195 IST %MADM-LIB_AXL-7-UNK:AXL-ExecutionCmd-570.CCMCTIRoutePointSOAPAdmin: makeRequest() - Start REQUEST ====================
144988: Apr 22 21:54:24.195 IST %MADM-LIB_AXL-7-UNK:POST /axl/ HTTP/1.1
Connection: keep-alive
Host: 10.106.113.142:8443
Authorization: Basic YXhsOmF4bA==
SOAPAction: "CUCM:DB ver=7.1"
Accept: text/*
Content-type: text/xml; charset="utf-8"
Cache-Control: no-cache
Pragma: no-cache
Content-length: 839
http://schemas.xmlsoap.org/soap/envelope/">MADM_570testttesttCTI Route PointCTI Route PointCTI Route PointSCCPUserRing1000010000
144989: Apr 22 21:54:24.195 IST %MADM-LIB_AXL-7-UNK:AXL-ExecutionCmd-570.CCMCTIRoutePointSOAPAdmin: makeRequest() - End REQUEST ==================
145014: Apr 22 21:54:24.647 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerUtil.createRPAndLineOnCCM() - CTI RP created.
145015: Apr 22 21:54:24.647 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerUtil.createRPAndLineOnCCM() - Created a Route Point = 1234
As you would aready know, the UCCX will send an AXL request (within the SOAP envelope) to the CUCM to create this RP. Looking at the existing code, there does not seem to be a method where we are differentiating between CFB_internal and CFB_external while sending this request.
We have taken this as an enhancement request and also spoken to the business unit about the same. It has been added to the roadmap, we will reach out to you offline to understand the business case so that the process can be expedited if needed.
Keep the questions coming
Cheers,
Abhiram Kramadhati

Reporting and Report tools for CCM

Can anyone point me in the right direction or give me some suggestions on reporting in CCM. To be a little more specific; for example if a few users complain they are tryin to make outbound calls, and getting a busy signal, is there any reporting tool that I can use to pinpoint the problem or eventually be able to say, hey we need another phone line, etc...
Also. User calls can complains that the calls they are making lack in quality, how do I report on this or research?

In order to determine if there are any records in the Structured Query Language (SQL) database, complete these steps:
Choose Start > Programs > SQL > Enterprise Manager > Microsoft SQL Servers > SQL Server Group.
Choose Publisher Server > Databases.
Choose CDR > Tables. Right-click the CallDetailRecord table.
Choose Open Table > Return All Rows. Determine if there are any records.
If many records appear, complete this procedure to remove records from ART:
Choose Programs > SQL Server > Query Analyzer. Log in and choose ART database.
Run these queries:
delete from Tbl_Load_History
delete from Tbl_Dump_PkID
delete from Tbl_Error_Id_Map
delete from Tbl_Billing_Data
delete from Tbl_Billing_Error
delete from Tbl_Dump_CallDetailRecord
delete from Tbl_Dump_CallDetailRecordDiagnostic
This forces ART to get all the old CDRs into ART in the next scheduled loading time. By default, CDR data is loaded every day from midnight to 5 a.m.
Restart the CDR Insert and DBL Monitor Services from CCM Administration > Application >Cisco CCM Serviceability >Tools > Control Center.
Refer to the How can I manually purge the ART database? section of CallManager Issue Resolution with CDR and ART FAQ for more information.
Note: Information deletes from the ART database but not from the CDR.
Note: If you do not see any records, there are no CDR entries for that time and date range. Determine if conditions are met for CDR generation. CDR records are generated in these circumstances:
The service parameters CdrEnabled and CallDiagnosticsEnabled are set to True.
The call is established and has a talk duration greater than 0.
The call fails and has a cause code that reflects the error.
In order to set the service parameters, choose Service > Service Parameters, and make sure that the service parameters CdrEnabled and CallDiagnosticsEnabled are set to True in all of the Cisco CallManager servers, both publisher and subscriber.

Profit Center Report - GLPCA

Dear Experts,
I want to include Production and Sales Quantities in Profit Center Report but i am not able to do so because this data is placed in Table : GLPCA and i am only able to use Table : GLPCT in Report Painter.
Please guide me how to solve my problem using Report Painter Report?
Regards,
Zain Bashir

Dear Mani,
Thanks for your reply.
I also need to incorporate various fields along with quantities on Profit Center Report therefore i needed any solution which could help me get both type of quantities on Report Painter Tool.
Regards,
Zain Bashir

Report Painter - How to identity statistical orders in a Cost Center Report

Hello,
currently I am in the process of building a cost center report based on reporting tabel CCSS.
This report should list all primary and secondary costs which are charged to a specific cost center/cost center group .
The cost center or cost center group is given in the general data selection.
All direct primary cost postings are identified in rows like this:
- Cost Element (SET): cost element group A1, A2,...Axx
- Business Transaction Type: COIN
All primary cost postings deriving from (real) internal orders are identified like this:
- Cost Element: 1 to 9999999999
- Business Transaction: KOAO
- Partner object number: 0 to 99999999
Now here is the problem:
The controlling department requests to identify all primary cost postings to the given cost center which have been postet to a statistical internal order at the same time. The most part of the primary costs have been directly postet to the cost center in the Additioanal Account Assignments. But some have been posted to the cost center and at the same time to a statistical internal order.
Looking into BSEG I can quickly identify these line items as they have a value in BSEG-KOSTL and BSEG-AUFNR.
How can I select these items in a report painter report?
I would like to separate all items whith connection to statistical int. orders from those with no connection to internal ordes.
Thanks for your help!

Dear Elli,
Dear SAP-Gurus,
once again, thank you for your quick reply.
You hints and remarks are very much appeciated.
My problem seems to be slightly more complicated than what I had expected.
All postings to the cost center/cost center group are actual postings. The cost center is the "real" cost element, there are no postings of value type 11 here.
Most postings have the cost center as the only cost element, but others additionally mention a statistical order.
My goal is to seperate those postings to the cost center [as (real) cost element] plus the statistical order from those with only the cost center.
I would also like to sort these postings by the order number.
I could easily write two reports:
One for the cost center and another one only for the statistical orders. The latter would use value type parameter 11 (as you proposed!). Unfortunately, I do not know all order numbers tied to the cost center. As table BSEG is not suitable for SAP Query, I run into deep problems here.
I know I have problem in the design of my report here and I would like to sort out, which options I have.
Is Report Painter a suitable tool for me here anyway?
Thanks again!
Karsten

How to go about pursuing Contact Center

Hello,
I wish to pursue Contact Center and CVPI.
I would like to know what are the per-requisite for these specialized voice course.
Kindly suggest a path of different technologies needed for UCCE.
ICM and IP IVR are separate module or are they covered in dept in CVPI or UCCE?
Please suggest how to go about pursuing my goal.
Regards.

UCCE is an umbrella solution that includes ICM (central controllers, PGs, AW, HDS) as ACD, then you have CVP as the IVR working with VXML GWs, CUCM as PBX, CUIC for reporting (or 3rd party), Finesse or CTI OS, or CAD for agent desktop, optional CUSP as SIP proxy and bunch of 3rd parties if needed for call recording, workfrce management, wallboard, etc, etc.
ICM can also run outside of UCCE integrated with 3rd party ACDs, but this is more rare in recent years.
HTH, please rate all useful posts.
Chris

Re: Report painter - Creation of Profit center report (New GL enabled)

Hello all,
I am trying to create profit center report using report painter. I am trying to create formula variable to show the cumulative values for the elements assigned to the profit center.
I want to get values for cumulative period ie for eg if i give 12 as period on selection screen i want to get the cumulative value for per 1 + per 2 + per 3+ per 4 + ......... + per12.
I did the following for getting the cumulative values for period.
1. created Formula variable ZPER01 with formula '#S006'
2. created formula variable ZPER02 with formula IF 'ZPER01' > 1 THEN 'ZPER01' + 1 else 17.
3. IF 'ZPER02' > 1 THEN 'ZPER01' + 'ZPER02' + 1 ELSE 17
3. continued the creation until ZPER16 with formula IF 'ZPER05' > 1 THEN 'ZPER01' + 'ZPER02' +
'ZPER03' + 'ZPER04' + 'ZPER05' + 'ZPER06' + 'ZPER07' + 'ZPER08' + 'ZPER09'+ 'ZPER09' + 'ZPER10' + 'ZPER11' + 'ZPER12' + 'ZPER13' + 'ZPER14' + 'ZPER15'+ 1 ELSE 17
Could you pls help me with your inputs.
Many thanks.
Regards,
Pabbi.

Hi,
You can copy your Report Writer or Report Painter reports from Profit Center Accounting to new General Ledger Accounting. This is possible for standard reports as well as your own reports. A corresponding tool supports you in this.
Prerequisites
In classic Profit Center Accounting, you have standard reports or your own reports that you want to copy.
To be able to use the Report Writer reports or the Report Painter reports in new General Ledger Accounting, you need to have assigned the scenario Profit Center Update to at least one ledger in Customizing for Financial Accounting (New).
http://help.sap.com/erp2005_ehp_03/helpdata/EN/47/1360faad483127e10000000a1553f7/frameset.htm

Best java reporting tool

hi,
I'm developing client/server application and need to use reporting tool i have analysed several reporting tools(crystal report,jreport,
espress report,jfree report,rreport,inet soft's style report,Formula One e.Report Engine etc.) but coluld n't come to the conclusion which one to use?
Espress report is flexible,good but it's expensive.
Can anybody suggest good reporting tool?
thanx in advance.
jmos

By the way, i already found the reason why i always get null when i create new Designer (path, catalog).
This is what the log said:
---------------------------------start of log---------------------------
Error: Sorry, your evaluation copy of JReport has expired.
Please contact Jinfonet Software at [email protected] to extend your evaluation.
Error: jet.universe.exception.FMLFileException: c:\JReport\tutorial.fml. Formula file save error
     at jet.universe.JetUUniverse.$58(jet/universe/JetUUniverse)
     at jet.universe.JetUUniverse.Save(jet/universe/JetUUniverse)
     at jet.api.Designer.exit(jet/api/Designer)
     at TestDesignInvoice.create(TestDesignInvoice.java:581)
     at TestDesignInvoice.main(TestDesignInvoice.java:608)
----------------------------------end of log----------------------------
It's really strange since my evaluation copy of JReport should be expired on Sept 21, 2003 :(
I've already sent e-mail to jinfonet, but no reply yet :(

SAP Contact Center SP7 OnPremise released

Hi all,
We are very happy to announce that SAP Contact Center 7.0 SP7 is now available at SAP Service Marketplace (SMP):
Link to SP7 Release Notes: https://service.sap.com/sap/support/notes/1902610
Link to updated SAP Contact Center Guides: https://websmp107.sap-ag.de/~form/sapnet?_SHORTKEY=01100035870000741563&
Updated Application Helps can be found via SP7 system user interfaces: IA, SC, CDT, Convergence, Monitoring, Reporting or via
SAP Help PortalOur address at SAP Help Portal is also renamed and can now be found from http://help.sap.com/contact-center
SP7 contains also many new & enhanced functionality – please see release notes & updated manuals for details (links above).
Please free to ask questions if you have any about new naming or anything related this release.
Regards,
Jukka
SAP Contact Center Team
PS: Cloud version is planned to release during next week.(26)

Hi Jukka,
I would like to look at the documents linked in the above post (in relation to BCM support on IE11 and Windows 8.1), but when I click on the links, I get prompted for login and password. My usual Marketplace login and password don't work. Could you advise at all?
Thanks,
Adele

Contact Center query

Dear Gents,
I have a question regarding contact center, let’s start with the existing scenario:
There is a simple contact center script with multiple menu options for the caller to choose one of them let’s say, 1 ènew subscription, 2 è complains, ….etc. suppose the following happens, a caller who need new subscription chose option number 2 (complains) and directed to a complains agent and this agent addressed this caller needs.
The problem is this call will be recorded in the CCX reports as option 2 (complains) call although it was actually a new registration (option 1) which will be misleading in the CCX reports.
So briefly the customer needs something to be configured to facilitate the agents to indicate that the previous call was belonging to another submenu (option) after he finished talking with the caller in order to give accurate statistics in the CCX reports
So please could you tell me how this can be implemented.

You can setup additional trigger number the agent can transfer the call to internally and inside the script send the call directly to respective queue bypassing the initial menu in this case u can get reporting based on this trigger and queue
Sent from Cisco Technical Support iPhone App

CallManager & Contact Center Reporting Tools

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