About UCCX 8 Historical report-no report by running scheduler

Hi!
I can run the historical report by manually set up the timeframe and generate the report. The content of the report is correct,but when
I run the report by the sechduler , the content is empty,no data during the interval !... Does anybody encounter the same problem ? My UCCX version is 8.0.2
Thanks a lot!

Make sure the computer running the HRC is up and logged in during the time the report is scheduled to run. Essentially, you need to make sure the scheduler is running. It's not a Windows service.

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Aaron,
One more thing. So when I get into the UCCX server to look at the data tables I notice that the table prefix (owner) is dbo. When I go into the reports design view and look at the database fields, their prefix is ado. Is there another table set out there or are there interim tables being created as these reports are running?
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UCCX V7 Historical Reports

Does anyone know how to to give standard users on UCCX V7 access to view historical reports , document id 51927 shows how to do it via the user configuration in the Tools>Historical Reporting Configuration page but the user configuration option is not available on V7.

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UCCX 8 Historical Reporting export

I am currently running UCCX 5 and using the MS SQL data export feature to dump the historical reporting tables to an external MS SQL database nightly. I am planning an upgrade to UCCX 8, but because 8 now uses the Informix database the historical database export does not seem to be an option anymore.
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Hi Michael,
I think the AXL interface is provided only for CUCM (CallManager) and not for UCCX at this moment. In case of UCCX8 it would be nice to have such a powerful tool to get and set configuration settings or initiate SQL queries against UCCX database like in case of CUCM.
Maybe an insider from Cisco knows the answer to the question will be implemented in a later version of UCCX the connectivity trough AXL like for CUCM.
Regarding your problem you can connect to Informix database of UCCX8 trough ODBC.
A small target application that connects to both databases could do dump for you needed data.
I hope this help you...

Does UCCX 8.5.1 Historical Reporting Client run only with admin rights?

I installed UCCX 8.5.1 Historical Reporting Client on a Windows Vista machine. When I try to open it as a regular user, it gives me an error message "Unexpected error: Quitting". I can only open it when I log into the machine as administrator. Does anyone know this is the normal behaviour? If so, then every supervisor of my contact center will need to have admin rights in the computer?

hi,
The Historical Reports client uses Windows's secondary logon service. It uses this to run
the software with the CiscoHistRptUsr when the agent or supervisor is logged into the PC
with their own account. This is the service that gives you the Run As option when you
right click on executables. Check to see if they have this ability on the PC, and make
sure the "Secondary Logon" service shows as Started in the Windows services (Run -->
Services.msc)"
So, on one of the PCs with the issue, look for Secondary Login: Start >Settings >
Control Panel > Administrative Tools > Services. Scroll down to Secondary Logon and
verify that this service is started.
Also, if the service is running, please look for the application, right click on it and
select "Run as Administrator"
Hope that helps!
Thanks,
Karthik

UCCX 8 Historical Reporting User Guide

Anyone knows where can I download the korean version of the above user guide?

Here:
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_user_guide_list.html
Please remember to rate helpful responses and identify helpful or correct answers.

Cisco CRS Historical Reports error "run time error 364 application defined or object-defined error"

Hi All,
we are getting an error when we open historical report

Hi;
The 713 error generally means something is not installed correctly for the runtime.
How did you deploy the runtime to the client system?
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UCCX 8 Custom report - stored procedure

I'm porting over a custom UCCX 5 historical report to UCCX 8. I'm trying to port the stored procedure to informix but some of the helper routines such as getRoutingSkills(), getRestrictedDate() and parse2() are all restricted and I don't have permission to grant access to the report user.
A call to one of these functions generate the error message "SQL Error (getrestricteddate) cannot be resolved."
I'm logging in to the informix database with the uccxhruser account and I don't know of any other account with elevated privilege that I can use for development.
My question is there any documentation on security requirements for creating stored procedures for UCCX 8? What do i need to do to gain access to the functions listed above? Do i need to re-create these helper routines myself?
Please advise.
Thanks
Chris

I've noticed there's a database user named "uccxuser" with privilege set to "DBA". I believe this is the account i should be using to create my stored procedures but I don't know the password to it. Does anyone know how custom stored procedures should be created on uccx 8's database and which account we should be use?
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UCCX 7.0.1SR5 to 8.0 upgrade while also adding LDAP integration for CUCM - what happens to agents and Historical Reporting data?

Current State:
•    I have a customer running CUCM 6.1 and UCCX 7.01SR5. Currently their CUCM is *NOT* LDAP integrated and using local accounts only. UCCX is AXL integrated to CUCM as usual and is pulling users from CUCM and using CUCM for login validation for CAD.
•    The local user accounts in CUCM currently match the naming format in active directory (John Smith in CUCM is jsmith and John Smith is jsmith in AD)
Goal:
•    Upgrade software versions and migrate to new hardware for UCCX
•    LDAP integrate the CUCM users
Desired Future State and Proposed Upgrade Method
Using the UCCX Pre Upgrade Tool (PUT), backup the current UCCX 7.01 server.
Then during a weekend maintenance window……
•    Upgrade the CUCM cluster from 6.1 to 8.0 in 2 step process
•    Integrate the CUCM cluster to corporate active directory (LDAP) - sync the same users that were present before, associate with physical phones, select the same ACD/UCCX line under the users settings as before
•    Then build UCCX 8.0 server on new hardware and stop at the initial setup stage
•    Restore the data from the UCCX PUT tool
•    Continue setup per documentation
At this point does UCCX see these agents as the same as they were before?
Is the historical reporting data the same with regards to agent John Smith (local CUCM user) from last week and agent John Smith (LDAP imported CUCM user) from this week ?
I have the feeling that UCCX will see the agents as different almost as if there is a unique identifier that's used in addition to the simple user name.
We can simplify this question along these lines
Starting at the beginning with CUCM 6.1 (local users) and UCCX 7.01. Let's say the customer decided to LDAP integrate the CUCM users and not upgrade any software.
If I follow the same steps with re-associating the users to devices and selecting the ACD/UCCX extension, what happens?
I would guess that UCCX would see all the users it knew about get deleted (making them inactive agents) and the see a whole group of new agents get created.
What would historical reporting show in this case? A set of old agents and a set of new agents treated differently?
Has anyone run into this before?
Is my goal possible while keeping the agent configuration and HR data as it was before?

I was doing some more research looking at the DB schema for UCCX 8.
Looking at the Resource table in UCCX, it looks like there is primary key that represents each user.
My question, is this key replicated from CUCM or created locally when the user is imported into UCCX?
How does UCCX determine if user account jsmith in CUCM, when it’s a local account, is different than user account jsmith in CUCM that is LDAP imported?
Would it be possible (with TAC's help most likely) to edit this field back to the previous values so that AQM and historical reporting would think the user accounts are the same?
Database table name: Resource
The Unified CCX system creates a new record in the Resource table when the Unified CCX system retrieves agent information from the Unified CM.
A Resource record contains information about the resource (agent). One such record exists for each active and inactive resource. When a resource is deleted, the old record is flagged as inactive; when a resource is updated, a new record is created and the old one is flagged as inactive.

Historical Reports UCCX 7.0

Hi,
When I run a query with CCX Historical Report, for example on the activity by CSQ, I see all the CSQ and the CSQ removed.
This problem also exists for the agents. I found all the device that have been deleted.
Is this normal ?
How to completely remove these elements ?
I encounter this problem with two UCCX 7.0.
Anyhow, any help would be appriciated.
Thanks
Romuald

Hi Romuald,
The only way to remove the CSQ's as you suggest is to remove the "appearance" in the filter list of the historical report generator. Then you will have to use the Filters when creating the report. The CSQ's are perminent in the database and removing them manually is not supported nor is it advised. But by changing the query in the reporting template you can remove the CSQ appearances in the historical reporting client. Note, this is done on the HRC Client machine, not on the Server...
I have done this before for application names. So for instance, the ICD_Application_Summary_en_us.xml file which is located under c:\program files\Cisco CCX Historical Reporting\Report Templates\en_US has a SELECT query that appears like the following:
SELECT distinct applicationname FROM db_cra.dbo.contactcalldetail where applicationname not in ('')
If I wanted to change the appearance of what is displayed in the filter list I would change this in the following way:
SELECT distinct applicationname FROM db_cra.dbo.contactcalldetail where applicationname not in ('') and applicationname not in ('Advertising_Acct_Main') and applicationname not in ('Advertising_Accounting_CustSVC')
So for your issue, to remove CSQ appearances you will likely have to do the same thing but in something like the ICD_Detailed_Call_CSQ_Agent_en_us.xml or if the reports you are running are using a different template you will need to edit those. In that file you will find the SQL select statement:
SELECT distinct csqname FROM db_cra.dbo.contactservicequeue
So you would need to change that to something like the following:
SELECT distinct csqname FROM db_cra.dbo.contactservicequeue where csqname not in ('') and csqname not in ('CSQ1') and csqname not in ('CSQ2')
In this way you will exclude the CSQ's from showing up in the filter list. Someone can run the reports and select all the CSQ's in the filter list and this should exclude the ones you do not want on the report.
Please let me know if you have any questions about this and if this has been helpful please rate the post.
Thanks
Mike

Historical Reporting Client Login Failure - UCCX 7.0(1)

We're experiencing intermittent login failures with the Historical Reporting Client, extract from the log file below:
1: 28/04/2010 11:58:25 %CHC-LOG_SUBFAC-3-UNK: Error # 35761 ,Description= Request timed out ,LastDllError= 0
2: 28/04/2010 11:58:25 %CHC-LOG_SUBFAC-3-UNK:Authentication response was NOT received from (http://<ip address>/histRepWebSrvrComp/histRepClientsServlet)
3: 28/04/2010 11:58:25 %CHC-LOG_SUBFAC-3-UNK:Login Error | Invalid server name or IP address. Check the server name or IP address and login again.
4: 28/04/2010 11:58:30 %CHC-LOG_SUBFAC-3-UNK:Authentication response was NOT received from (http://ip address/histRepWebSrvrComp/histRepClientsServlet)
5: 28/04/2010 11:58:30 %CHC-LOG_SUBFAC-3-UNK:Login Error | Invalid server name or IP address. Check the server name or IP address and login again.
6: 28/04/2010 11:58:30 %CHC-LOG_SUBFAC-3-UNK:Connection to web server failed due to: 12017 : Operation cancelled
7: 28/04/2010 11:59:05 %CHC-LOG_SUBFAC-3-UNK:Connection to web server failed due to: 12017 : Operation cancelled
8: 28/04/2010 11:59:05 %CHC-LOG_SUBFAC-3-UNK:Failed to load authentication response due to empty XML buffer from authentication servlet)
9: 28/04/2010 11:59:05 %CHC-LOG_SUBFAC-3-UNK:Login Error | Invalid server name or IP address. Check the server name or IP address and login again.
Does anyone know why this may be happening as it's driving the customer mad. User can usually login after a few attempts.
The authentication timeout is set to 15 seconds, surely this is more than enough time or should we increase the timer?
Any advice much appreciated.

Hi Robert
Thanks for the response and all very good suggestions which should help Chris narrow down his particular issue.
It's been about a year since we last looked at this so I'd quite forgotten most of the diagnostics we'd done however we did go through most of the same diagnostics ourselves but the resolution was hampered due to the fact we support the telephony/WAN and another third party supports the desktops and LAN infrastructure so after months of to and fro with the customer and their third party (and many, many man hours) we eventually left the risk with the customer and investigations never progressed any further.
1.) Upgrade to UCCX 7.0SR5. This is a very stable release of code with few open bugs or caveats against it.
            - Agreed. We also ran into other bugs which required an upgrade.
2.) Verify that the active NIC is indeed at the top of the bindings order. Just having it active isn't enough, there needs to be the further test of moving to the top of the bindings order.
            - We did check this.
3.) Verify that the hosts file on the UCCX server(s) has the external IP and hostname of the server in it.
            - Did this too.
4.) Check the remote locations to verify that the network is correctly configured, there are no line errors on the WAN circuits, no misconfiguration on the switch/router ports and that QOS is in place across the network.
            - This part of the investigation stalled due to another 3rd party supporting the onsite network however no WAN issues were found.
5.) Try to take a test system that is on the same network as the one having HRC errors. See if it's seeing the issues. If not, progressively move out to other offices/locations until you replicate the issue and then see what has changed. Something there should hopefully point to the cause of the error.
            - We did this also, using my laptop I connected from various locations and even when using the same network connection as the end user had no problems, we did note the successful connection attempts used a slightly different network route/DNS/WINS however again got nowhere with the third party supporting this aspect of the network.
6.) Finally, you may want to consider creating external data warehouse servers so that your UCCX servers aren't serving up the HRC data.
            - Not an option for this customer, again this aspect of the service is a different third party on their own network and customer not willing to pay for additional servers for the telephony estate to provide this functionality when they only have a few CCX users.
Regards
June

UCCX 8.5(1)SU2 Agent E-mail Historical Reports

Hi All, Anyway to generate a report on UCCX Historical Reporting client for E-mails which have been "forwarded" or "Printed" by Agent? Only thing which supervisors can report are emails which have been deleted after a forward or print. but then again this is not accurate information for us. I hope CUIC in version 9.x will allow us to report on forwarded/printed emails. Thanks, Yavuz

Yavuz,
It doesnt look possible out of the box, customization might help.
About CUIC's capability of meeting the requirement, you might want to post your query at following portals
https://communities.cisco.com/community/partner/collaboration/contactcenter/atp?view=discussions
http://developer.cisco.com/web/ccr/forums
HTH
GP.
Pls rate helpful posts !!

UCCX 7.0 Additional Historical Reports?

Running UCCX 7.0 with Historical report clien 6.6.
I have heard that there are additional historical reports that can be downloaded. The current reports do not seem real adequate. I can't seem to find a report that has a agent + team summary of calls. Does anyone know how I can get my hands on additional reports, create custom reports or maybe know of a specific report that provides agent summary with team totals? Thanks for the assistance.

I do not know of any additional reports that are available.
I am developing custom reports for UCCX 7.0. In order to create custom reports, you need to have Crystal XI, and be able to do some SQL and XML work. Let me know if you have any specific questions about the development process. Chapter 6 of the UCCX HR Administrator and Developer Guide covers custom report development. There are some errors in it, but those are well documented in this forum.
Regards,
Peter

Custom Historical Report UCCX 8.5 requirement question

Hi,
I'am reading on how to creat custom historical report in UCCX 8.5 and I've read that we need to use crystal reports for this. With this I was reading the cisco documentation about this http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/programming/guide/uccx85hradm.pdf
under page 4-2 Creating Report - where it states that To create a DSN to Informix server, HRC must be installed on the client machine where we need to create reports
I' am just confuse as to what this HRC means? And why it is needed?

Hi
HRC = Historical Reports Client
You don't really need it to get a DB conncection of course, but it does include the ODBC drivers which you'd have to obtain elsewhere and install to get connected. So it's easier if you do - and also you'd want to test the report that you create with the HRC client so that other people can use it... again, easier if you have HRC installed.
Regards
Aaron
Please rate helpful posts..

UCCX 10.5 Historical Reporting

All - has the Historical Reporting download been removed from UCCX 10.5, and been replaced with Cisco Unified Intelligence Center? If so, how do I go about configuring supervisors to access reports?
Thanks,
Jaime

Jaime,
Yes, the historical reporting client has been depreciated in favor of CUIC. You will need to configure each supervisor with access to reporting just as before.
The URL for CUIC is: https://uccx:8444/cuic/
You may also access it via the menu: Tools --> Historical Reporting --> Reporting Configuration
Regards,
Tanner Ezell

About UCCX 8 Historical report-no report by running scheduler

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