UCCX 8.5.1 SU2 traffic analysis report errors out

Question

Anyone run into this before, I'm not seeing a bug fixed for this issue in SU3 either.
If we have a call center outage or some issue effecting services, one day a month, and try to run the IVR traffic analysis report for the whole month (where one day we had outage) the report for that timeframe fails to run. If we adjust the report begin/end time to end before problem day/hour the report runs fine. Same for after that time to end of the month. We can also run the report for the single day of outage (whole 24 hour period) without problem to which is strange.
Regarding the outage, it is where UCCX services stop for some reason. This is HA WAN setup. The systems were not powered down or shutdown unexpectedly. 
Seems it is choking on the data and trying to divde by zero....
We see this in logs,
1: 11/6/2012 8:56:32 AM %CHC-LOG_SUBFAC-3-UNK:0 :Final Font Size=$rptFontSize
1: 12/6/2012 11:20:36 AM %CHC-LOG_SUBFAC-3-UNK:The following SQL Command failed due to ()SQL Command=[call sp_ivr_traffic_analysis ('2012-11-01 5:00:00', '2012-12-01 5:59:59', -18000, 0 )]
2: 12/6/2012 11:20:36 AM %CHC-LOG_SUBFAC-3-UNK:TraceDBError #1:(ADO Error# -2147467259|Description E22012: (-1202) An attempt was made to divide by zero.|Source Ifxoledbc|SQLState |NativeError -1202)
3: 12/6/2012 11:20:36 AM %CHC-LOG_SUBFAC-3-UNK:Database Error | A runtime error occurred while executing the query. Please check log for more details
4: 12/6/2012 11:30:32 AM %CHC-LOG_SUBFAC-3-UNK:Failed to run Interpreted SQL Command(call sp_ivr_traffic_analysis ('2012-11-01 5:00:00', '2012-12-01 5:59:59', -18000, 0 ))
5: 12/6/2012 11:34:52 AM %CHC-LOG_SUBFAC-3-UNK:The following SQL Command failed due to ()SQL Command=[call sp_ivr_traffic_analysis ('2012-11-01 5:00:00', '2012-12-01 5:59:59', -18000, 0 )]
6: 12/6/2012 11:34:52 AM %CHC-LOG_SUBFAC-3-UNK:TraceDBError #1:(ADO Error# -2147467259|Description E22012: (-1202) An attempt was made to divide by zero.|Source Ifxoledbc|SQLState |NativeError -1202)
7: 12/6/2012 11:34:52 AM %CHC-LOG_SUBFAC-3-UNK:Database Error | A runtime error occurred while executing the query. Please check log for more details
8: 12/6/2012 12:02:53 PM %CHC-LOG_SUBFAC-3-UNK:Failed to run Interpreted SQL Command(call sp_ivr_traffic_analysis ('2012-11-01 5:00:00', '2012-12-01 5:59:59', -18000, 0 ))
9: 12/6/2012 4:00:13 PM %CHC-LOG_SUBFAC-3-UNK:The following SQL Command failed due to ()SQL Command=[call sp_ivr_traffic_analysis ('2012-11-01 5:00:00', '2012-12-01 5:59:59', -18000, 0 )]
10: 12/6/2012 4:00:13 PM %CHC-LOG_SUBFAC-3-UNK:TraceDBError #1:(ADO Error# -2147467259|Description E22012: (-1202) An attempt was made to divide by zero.|Source Ifxoledbc|SQLState |NativeError -1202)
11: 12/6/2012 4:00:13 PM %CHC-LOG_SUBFAC-3-UNK:Database Error | A runtime error occurred while executing the query. Please check log for more details
12: 12/6/2012 4:18:56 PM %CHC-LOG_SUBFAC-3-UNK:Failed to run Interpreted SQL Command(call sp_ivr_traffic_analysis ('2012-11-01 5:00:00', '2012-12-01 5:59:59', -18000, 0 ))

Answer 1

Mohammed,
It is common, in many of the Cisco Express 8.5 environments we have looked at, for the Total Incoming Calls given on a Traffic Analysis report to be a higher number than an Application Report.
The Traffic Analysis Report counts every unique sessionID (unique call) that is inbound (contact type of 1).  The Application Reports do a similar thing but qualify (filter) only the records that have an application assigned.
There are simply times where inbound calls have been directed to an "agent" without having an applicaiton assigned.
The best thing the reporting user can do is to run a query on his or her database such as: 
     select * from ContactCallDetail where contactType=1and startDateTime > '2012-11-16 10:00:00' and startDateTime < '2012-11-16 11:00:00';
Usually when an application is not assigned to the record in the ContactCallDetail table it is because the destination type is equal to 1, which is an 'Agent' instead of a 'route point'.
So if you modify your select statement to filter by destinationType, you can quickly find the records that don't have the application assigned. 
Example:  select * from ContactCallDetail where contactType = 1 and destinationType = 1 and startDateTime > '2012-11-16 10:00:00 and startDateTime < 2012-11-16 11:00:00';
When you look at these records, you will see the agent that took the call from the destinationID field.  The number in that field should match up with the field called 'resourceID' in a table called 'resouce';
     Example:  select * from resource where resouce=6011; where 6011 was the number you found in the destinationID field.
If there is still confusion about the source of the call - then talk to that agent and find out what is was.
Good Luck and let me know if you need further help.
Ron Reif
[email protected]