Excel formatting issue in Cisco Unified CCX Historical Reports

Hi Team,
We are using Cisco Call Manager 7.1.5.20000-6 & CCX version 7.0(1).
The data report pulled in PDF format is in perfectly alright but when i try to extract in Excel format it gets in destorted format.
The sub-titles dont get reflected, column width & line spacing is not proper.Kindly find the attached files of both the formats.
Plz suggest for the same.
Rgds,
Atul Kaul.

The "Cisco Unified CCX Historical Reports Scheduler" sits in my startup folder but seems like it doesn't "run" at startup. So I ran a "test":
- Manually right-clicked the "Cisco Unified CCX Historical Reports Scheduler" icon in the startup folder and chose "Run as Administrator"
I didn't log off or reboot PC and the reports are running again. I checked the "properties" of the icon and I did make sure it was already set to "Run this program as an Administrator" under the "Compatibility" tab.
Not sure why it's not working...
Thank you for any help you can provide....

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Cisco Unified CCX Historical Reports 8.5 - question

Hi all,
Have a question regarding UCCX Historical Reports. Ran daily reports for "Agent Not Ready Reason Code" report for a complete week and exported them to Excel. Excel shows a SUM for daily values that differs from what UCCX shows in Weekly report.
Although it is a slight difference, I would like to know why UCCX and Excel display different values. Would it be due the way UCCX handles decimal value?
Image below shows the sum for the complete week and every one of the daily values
This is what Excel displays as a sum for same daily values:
Thanks so much for the help you can provide

The "Cisco Unified CCX Historical Reports Scheduler" sits in my startup folder but seems like it doesn't "run" at startup. So I ran a "test":
- Manually right-clicked the "Cisco Unified CCX Historical Reports Scheduler" icon in the startup folder and chose "Run as Administrator"
I didn't log off or reboot PC and the reports are running again. I checked the "properties" of the icon and I did make sure it was already set to "Run this program as an Administrator" under the "Compatibility" tab.
Not sure why it's not working...
Thank you for any help you can provide....

Cisco Unified CCX Historical Reports

Hello,
Issue: The time showing on the Historical Reports are not correct
Error message/issue description:
While comparing the recorded calls from QM Management Destop system to the reporting system the timings on the historical reports appear to be at least an hour behind. Can these be synced to show the same times
Thanks !!
Shridhar Reddy

Hi Shridhar,
The time zone displayed in the report is either UTC or local time zone, based on the TIMEZONE settings in hrcconfig.ini. You can also change the time zone for each report as shown in the procedure.
Note: When a report shows date and time information for an event or an activity in the report data, that date and time is based on the TIMEZONE configuration in hrcconfig.ini.
The Start and End time is also based on the TIMEZONE configuration in hrcconfig.ini.
The difference between the server time and the selected time zone is displayed within parentheses beside the Start and End time.
The report generated time displayed at the bottom of the report is the local time of the HR client machine.
To change the time zone for a particular report, follow these steps:
Procedure:
Step 1: In the Unified CCX Historical Reports main window, choose the report settings that you want.
Step 2: Choose the Settings menu.
Note: You notice the check mark beside the Use UTC Time Zone for Reports menu option. This depends on the configuration in hrcconfig.ini.
If UTC time zone (value 1) is configured, the check mark is displayed. If local time zone (value 0 - Default) is configured, the check mark is not displayed. For more details, refer The hrcConfig.ini Configuration File, page 2-13.
Step 3Click Use UTC Time Zone for Reports to select or unselect the option manually.
Please refer the section "The hrcConfig.ini Configuration File" from page 33 onwards in the below link,
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/user/guide/uccx85hrug.pdf
TIMEZONE:
Specifies the time zone that will be displayed in the Unified CCX Historical reports. This value can be preset before you login to Unified CCX Historical Reports client.
You can also change this value from the Historical Reports client user interface.
Valid values: 0 and 1
Value 0 - Historical report will display the time zone of the client’s machine.
Value 1 - Historical Report will display the UTC - GMT time zone.
Default value: 0
Note:The time and date for data in scheduled reports is always the time and date of the Cisco Unified CCX Historical Reporting database which is the UTC time zone.
Please refer the section "Changing the Time Zone to be Displayed for a Report" from page 142 onwards in the below link to do so,
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/user/guide/uccx85hrug.pdf
Hope it helps.
Anand
Please rate helpful posts !!

Verifying data coming from Cisco Unified CCX Historical Reports

Good afternoon
I (along with a number of other colleagues) are heavily involved in a project to take data from a wide variety of different sources and merge it all into one system so that we can report on it in a joined-up manner.
The project comprises a number of different types of data source (such as Telephony or CRM). Within each data source type, we have various suppliers of those products. In the case of telephony data (which I'm looking into at the moment), the eventual aim is to make it possible to take data from any of the telephony platforms in use across our business (currently AVAYA, Alcatel and Cisco) and report on it in a uniform way, thus negating the need for an end-user to know what the Cisco definition of AHT is (for example).
The switch I'm currently looking at is a managed switch, meaning that we don't have any sort of direct access to the back-end database(s). We could probably get it, but I suspect that the company that manages it for us would probably charge a small fortune for that. In view of this, I'm working with a number of the standard reports in the Cisco Unified CCX system. My plan (at the moment anyway) is to identify the reports that we can use that will best provide details of all calls into and out of our contact centres. I'd be looking to get the exact details of each individual call, which could then be rolled up into manageable intervals (such as 15-minute or 30-minute).
Before I go much further, I'd like to be clear on something: I'm a database developer rather than a telecoms engineer so if I ask something that appears to be obvious then I apologise in advance. I've got quite a bit of experience of working with the CTI system that sits on top of our AVAYA platform, but it's proving to be a bit of a wrench effectively "un-learning" that system so that I can make room in my head for the Cisco solution.
So, what I've learned (or have guessed) so far is this:
When I run the Application Performance Analysis report, the Application Names that are returned are effectively the Call Routes that are set up in the system. Each Call Route can be fed by one or more Called Number (which I understand to essentially be a DDI);
The Application Summary Analysis report shows the same Application Name information as is shown in the Application Performance Report. However this report also shows the Called Number, thus providing slightly more information about the individual DDI being answered;
My next plan is to try and run an Agent-level report so that I can see exactly which calls each agent handled. This is where I've run into problems: I ran the CSQ - Agent Summary report for the whole of 17th October. I then ran the Agent Detail report for the same period, and ran it out to CSV so that I could "play" with the data. The CSQ - Agent Summary Report shows that a particular agent on a particular CSQ Name (ID) handled a total of 29 calls. However, if I filter the Agent Detail report for that agent and CSQ, I get a total of 30 calls and for the life of me am unable to identify where the missing call is coming from. Initially I'd thought it might be bacause the CSQ in question has two separate DDIs but as far as I can see, this is making no difference.
I NEED to be 100% sure that when I'm importing the data from the Cisco reports into our system, I am then able to mimic the types of reports that are coming from Cisco, with the same figures. Therefore, if anyone can help me, I'll be extremely grateful.
TIA
Ian Henderson

The "Cisco Unified CCX Historical Reports Scheduler" sits in my startup folder but seems like it doesn't "run" at startup. So I ran a "test":
- Manually right-clicked the "Cisco Unified CCX Historical Reports Scheduler" icon in the startup folder and chose "Run as Administrator"
I didn't log off or reboot PC and the reports are running again. I checked the "properties" of the icon and I did make sure it was already set to "Run this program as an Administrator" under the "Compatibility" tab.
Not sure why it's not working...
Thank you for any help you can provide....

Customize Cisco Unified CCX historical report.

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Hi,
We are using UCCX 7.0. We want to Customize Cisco Unified CCX historical report. For example at Agent Login Logout Activity Report the first four (04) columns are Agent name, Extension, Login Time and Logout time. We want to change the Column order as follows. Login Time, Logout time, agent name and extension. Another thing, we want to add two more columns such as total ready time and total not ready time. So what will be the detailed procedure to accomplish these two tasks. Could anyone please help?
Regards
Fakhrul

This guide outlines how to do this:
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_7_0/programming/guide/uccx70hradmdev.pdf

Cisco Unified CCX Historical Reports with Windows 8

Hello,
Our entreprise has changed this week our OS Windows XP to Windows 8.1.
But, when I install Cisco Unified CCX Historical Reports, I have a problem of compatibility, and I can’t install this software.
I can see that Cisco Unified CCX Historical Reports is end of life with Windows 8.
I would like know if another software able to do reports for our calling centers (numbers of calling receive, missed calls, etc.)?
Cisco Unified CCX Historical Reports actual vesion: 8.0(2.0)
Cisco CCX version 8.0.2
Call Manager version 7.1
Thanks,
Kévin L.

Do you mean like a third party solution? If so, there's many to choose from; just be sure to interview them and ask for a demo before you buy. I'm sure the SMSI folks will reply to this thread.
Anthony Holloway
Please use the star ratings to help drive great content to the top of searches.

The time showing on Cisco Unified CCX Historical Reportsare not correct

Hello,
Issue: The time showing on the Historical Reports are not correct
Error message/issue description:
While comparing the recorded calls from QM Management Destop system to the reporting system the timings on the historical reports appear to be at least an hour behind. Can these be synced to show the same times
Thanks !!
Shridhar Reddy

Hi Shridhar,
The time zone displayed in the report is either UTC or local time zone, based on the TIMEZONE settings in hrcconfig.ini. You can also change the time zone for each report as shown in the procedure.
Note: When a report shows date and time information for an event or an activity in the report data, that date and time is based on the TIMEZONE configuration in hrcconfig.ini.
The Start and End time is also based on the TIMEZONE configuration in hrcconfig.ini.
The difference between the server time and the selected time zone is displayed within parentheses beside the Start and End time.
The report generated time displayed at the bottom of the report is the local time of the HR client machine.
To change the time zone for a particular report, follow these steps:
Procedure:
Step 1: In the Unified CCX Historical Reports main window, choose the report settings that you want.
Step 2: Choose the Settings menu.
Note: You notice the check mark beside the Use UTC Time Zone for Reports menu option. This depends on the configuration in hrcconfig.ini.
If UTC time zone (value 1) is configured, the check mark is displayed. If local time zone (value 0 - Default) is configured, the check mark is not displayed. For more details, refer The hrcConfig.ini Configuration File, page 2-13.
Step 3Click Use UTC Time Zone for Reports to select or unselect the option manually.
Please refer the section "The hrcConfig.ini Configuration File" from page 33 onwards in the below link,
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/user/guide/uccx85hrug.pdf
Also please refer the below thread for changing time zone.
https://supportforums.cisco.com/thread/2145833?tstart=0
Hope it helps.
Anand
Pls rate helpful posts !!

How to disable the Unified CCX Historical Reports Scheduler

Hello All,
I'm trying to see if there is a way to disable the Historical Reports Scheduler from Auto-Starting when I boot up the PC (*i.e. My user PC).
The PC is running Windows XP, and the CCX Historical Reports App is running version 8.0(2.13).
I checked for it in services.msc program and also in each user's "StartUp" folder but cannot find where it is getting started from. Anyone know how I can prevent this from Auto-Starting? I don't actually have any reports scheduled and I really on use the Unified CCX Historical Reports app once in a while...
Any thoughts or suggestions would be much appreciated!
Thanks in Advance,
Matt

Hey Carlo, thanks for the reply.
Excellent, that did it! Thanks alot, very much appreciated... I couldn't remember the command to bring up that utility. I've been using Linux for the last few years for the most part and got a little rusty with some of the Windows stuff, so thanks!
Thanks Again,
Matt

Cisco Unified CCX Error

I have the error when I try install the Cisco Unified CCX Historical Report Install.
Can help me ?
>> Not possible open the key ....

In our case, when we do the backup, it is only 94% completed with the following error:
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The CCXCOMPONENT got the error while the rest of the components succeeded. Any solution?

Cisco Unified CCX Node Manager service terminated unexpectedly

"Windows must now restart because the Cisco Unified CCX Node Manager service terminated unexpectedly."
After I installed my CCX os and software. The os reminded me like above. I guessed I need to upgrade the patch of my OS. And I also installed McAfee ver 8.5i at my OS. But that doesn't work. I noticed that the status of cisco unified ccx node manager was starting.

On a new install, this can occur if you start patching the OS before you get UCCX installed. This is especially a problem in an HA environment. Some of the patches set values to things they should not be if they are applied before the software is installed.
When installing UCCX on a new system, you should build the OS on the box (DO NOT PATCH at this time), Install the UCCX software and integrate with CCM, get your second server (if you are doing HA) on line with OS and UCCX and integrated. Once all the above are done, then you can start installing OS patches and UCCX patches.
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Cisco Unified CCX Go To PARTIAL SERVICE

Cisco Unified CCX Engine go to PARTIAL SERVICE and after one or two days the IVR goes down no calls received.
i have a ccx 7

Hi Ahmed,
Please elaborate on the issue.
Can you go to control center and let us know which service under CCX Engine goes into partial , causing the engine to go into partial.
A screenshot will be helpful. Also if its CM telephony service, I should recommend a data resync.
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Chuck
Please rate helpful posts and identify correct answers.

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Hi,
I have a problem with the Cisco Supervisor Desktop. There is a cluster of 2 Cisco Unified CCX, system version: 8.5.1.10000-37. At this moment the IPCC2 is the Main and if the system bascull to the IPCC1 we have a problem with the Cisco Supervisor Desktop, the CSD does not monitors the agents.
Which could be the problem?
Thanks,
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David Lozano

Correct 64kbps.
Audacity or any sound application can do this.
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We would like to provide a system so that our Call Center Agents can chat with customers through our website. Similar to the way Cisco.com does it, where after you're on our site for a few minutes a little box pops up and asks the customer if they would like to chat with an agent.
What products do we need in order to facilitate this? We have the required Cisco Unified CCX Premium licenses and cisco.com shows that "Web Chat" is a feature that is provided by this license.

Hi Steven
Web Chat is in 9.0, and you are entitled to it if you have Premium and are upgraded/upgrading to that version.
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I was going to try and follow this article.
https://supportforums.cisco.com/docs/DOC-31779
When I start RTMT I have no quick launch in the left hand pane as outlined 'Cisco Unified CCX' just isn't there.
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Cisco Unified CCX Reporting Server in Partial Service

I can't seem to find anything specific on this, so I'm hoping one of you can assist.
I have a client who is running UCCX 8.0(2) in failover HA, and they just noticed that one of their UCCX servers has the Control Center - Feature Service
Cisco Unified CCX Reporting Server in Partial Service.
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I was trying to compare with some other clients I have, but it appears they have actually deactivated this service, so I have nothing to judge against. No other services Feature or Network are in Partial Service on either node.
Do you know if the node reporting this is a standby HA server, then should this service show as Partial Service. The active node (Master) shows this service as IN SERVICE.
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I believe this is used for the mobile supervisor, that's the Iphone app.
It is disabled on all our systems. If you are not using the Iphone app I suggest you turn it off.
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Excel formatting issue in Cisco Unified CCX Historical Reports

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