Historical Reporting Client issues

Hi,
Cisco Unified CCX Administration - HA Setup
System version: 8.0.2.11002-3
Supervisor PC:
Windows XP SP3
I've client facing some issue with HRC. He seems duplicate entries for few of the agents. He can recall those entries were earlier added/deleted from UCCX but still sees it in HRC.
For example: Agent1 has two entries in HRC. AGENT1 and Agent1. The valid entry is Agent1 as configured in CUCM. The other entry (AGENT1) is not visible anywhere in CUCM or UCCX (Active/Inactive agents).
There are 4 HRC users and they all see the duplicate agent entries.
Another issue is that while running Agent summary or some other report for one of those duplicate agents, HRC throws following error. We've tried putting Agent1 and AGENT1 both entries in HRC but same issue. We know the Agent1 is taking regular calls and there should be reports for that agent. The error is:
"There were no report data to view in the data range selected. Please select a different date/time and try again"
Same agent, when trying to pull in the Agent Summary or some other report for March 2011, HRC throws the follwoing error:
"A runtime error occurred while executing the query. Please check log for more details"
I was suspecting Bug CSCtc79010 but as per the release notes for UCCX version client is running this bug is fixed in that version.
Not sure if Bug CSCtj88620 is causing some issue. The problem description in the bug doesn't match exactly.
I've already done the following but all the above mentioned issues remain there:
1) I've verified the configuration in CUCM and UCCX. The Agent1 is only visible, there is no entry for AGENT1.
2) Disabled/Enabled the UCCX DB Synchronization.
3) Un-installed the HRC on a PC, deleted the HRC folder in Program files and re-installed by downloading the file from UCCX Server directly.
FYI, all other agent reports are being run fine, not suspecting any admin rights/services issue in Supervisor PC.
Would appreciate if anyone can give some more pointers what else can I check?
Thanks in advance,
inner_silence

My issue is on UCCX v7.0.
HRC shows duplicate entries for few agents.
There are duplicate agents, due to changes made in its number or its name. (view image).
There is some file in the server UCCX to save the information to agents after being modified or deleted?
Thanks a lot.
ErnestoG

Similar Messages

Connection issues of Historical Reports Client over a non-Cisco VPN/third party VPN

When trying to run the Cisco Unified CCX Historical Reports Client over a non-Cisco VPN, the user receives an error.
The major failure is the connection problem between Historical Reports Client and Cisco Unified CCX Server.
Error :
An error occurred while communicating with web server.
All available connections to database server are in use by other client machines. Please try again later and check the log file for error 5054.
This works fine when connected to through Cisco VPN .
Is the third party VPN/ customer's web based VPN blocking the connection between UCCX server and HRC machine ??
Thanks !!!
Shridhar Reddy

Hi Sridhar,
Also please try accessing the database port 1504 from your client box.
Reference:
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/configuration/guide/uccx851pug.pdf
Hope it helps.
Anand
Pls rate helpful posts !!

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

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

Historical Reporting Client Schedule Limitations

I have a customer and they are trying to use the Historical Reporting Client for UCCX to schedule reports for the different departments and upload them automatically to a sharepoint site. I have been looking to find the limitations of the scheduler in accomplishing something like this. Does anyone know or has anyone ran into limitations to the following:
Max number of reports scheduled?
Max time of reports scheduled?
Issues with scheduling all reports to run at the same time? Or do we need to stagger them?
So I would assume my customer wants to schedule about 200-300 reports a night. Most will be daily, but weekly and monthly will be thrown in there. I have the server set to limit the number of connection to 10 (shouldn't be a problem???).
Anyone info on this topic would be greatly appreciated.
Myron

I have a customer and they are trying to use the Historical Reporting Client for UCCX to schedule reports for the different departments and upload them automatically to a sharepoint site. I have been looking to find the limitations of the scheduler in accomplishing something like this. Does anyone know or has anyone ran into limitations to the following:
Max number of reports scheduled?
Max time of reports scheduled?
Issues with scheduling all reports to run at the same time? Or do we need to stagger them?
So I would assume my customer wants to schedule about 200-300 reports a night. Most will be daily, but weekly and monthly will be thrown in there. I have the server set to limit the number of connection to 10 (shouldn't be a problem???).
Anyone info on this topic would be greatly appreciated.
Myron

UCCX Historical Reports client on my pc with two clusters 7x and 9x

I have two separate clusters, a 7x running UCCX 7x and we are building a new 9.1 cluster running UCCX 9x.
Can I install the new 9x UCCX Historical Reporting Client and talk to both clusters? I don’t think both old and new HRC clients can be installed on same pc, or can they?

Why would you use HRC with version 9.X? Is CUIC not an option?

Cisco UCCX Historical Reports Printing Issue

After a new installation of CUCCX Historical Reports 8.5 when the manager tries to print a report it is defaulting to save as a .xps document. If we select a physical printer in the box it reverts back to the save as .xps document, rinse and repeat. I've inculded a screen shot, thanks in advance for any assistance.

Hi Saeed
I'd agree with your comments. Personally I would incorporate them into the HRC report; I guess if you speak to Cisco about this it would be an 'enhancement request' at best that would take a long time to be resolved.
I've previously 'corrected' some reports like this one to allow proper summarisation etc but it requires some Crystal Reports knowledge & software..
Aaron

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

UCCX 9.x Historical reports

Hi
I am experiencing installing the Historical Reports Application on a server running Windows 2003.
Even in compatability mode, the application fails with a message that it is not supported and that it has to be installed on Server 2000, Windows XP or Windows 7.
UCCX Version 7 worked on this exact server without issues.
I have tried doing a fresh install of version 9 and even an upgrade from 7 to 9, but both fail.
thanks

Are you referring to Cisco Historical Reporting Client (HRC)?
a) This is client (supervisor/manager) application and should be installed on their PC/laptop which is most likely running XP / 7
b) Are you aware of the availability of CUIC in UCCX v9 onwards? That is something to explore and it will automatically elimate any OS dependencies since its web based
Thanks!
-JT-

Unified Historical Report Error

I have a supervisor that is running a canned report in the UCCX historical client app. When she runs the report she is getting this error
"The remaining text does not appear to be part of the formula"
It is only affecting this user. If someone else runs the same report from her pc, the report runs fine. The error only happens with her user id.
Has anyone seen this. Using Historical Report client 7.01(44) with UCCX 7.1. All clients are using the same version.
Thanks in advance for any help.
Joe

Hi Saima,
Please refer the below link for your issue,
http://docwiki.cisco.com/wiki/HRC_installation_fails_with_Error_1722
Hope this helps.
Anand
Please rate helpful posts !!

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 !!

Can Microsoft SSRS or IBM SPSS be used to customize UCCX Historical Reports?

Hello,
I have a client with UCCX 8.0 and is interested to know if Microsoft SSRS or IBM SPSS can be used as an alternative of Crystal Report to customize UCCX reports.
As I have limited knowledge on those products, wondering if someone else can provide some information on this.
FYI, I posted this on Developers Forum too, still waiting for responses.
Thanks,
Kapil

Hi,
if you want to keep the Historical Reporting Client provided by Cisco, then I am afraid Crystal is your only option.
If you don't mind setting up a separate platform, then you can use anything capable of talking to an IBM Informix server.
G.

CRS Historical Reporting - printing failure !

Hello All,
I am getting consistent failures for my users when they try to print from UCCX 8.5 CRS Historical Reporting. From document ID 108553, and other references, I have set the shared memory to 1 from default of 0 in hrcconfig.ini, still no joy. The error is and remains could not start print job with a window title of crystal report viewer. Our environment has Microsoft print queues set up for users. Any suggestions? Thanks in advance.

I believe you are running into this bug:
http://cdetsweb-prd.cisco.com/apps/dumpcr?identifier=CSCtn20575&parentprogram=QDDTS
CSCtn20575 Could not start print job to network on HRC for CCX 8.0(2)
Symptom:
Cutomers on CCX 8.0 may not be able to print to the network in Historical Reports Client even though all other print jobs work fine. Error message states "Could not start print job" from the Crystal report viewer.
Conditions:
Only affects customers on the 8.0 platform of UCCX. Does not seem to matter if they are on a client system of XP or Win7.
Workaround:
They can either map the HRC user system directly to the network printer, bypassing the print server, or save the report to the PC and then open in a PDF viewer and print from there. Bypassing the print server seems to be a good option.

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 !!

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..

Historical Reporting Client issues

Similar Messages

Maybe you are looking for