Historical Reports: Caller hang up / Agent hang up

Someone knows if it is posible to create a report per call that shows when the caller hang up and when the agent hang up?
Thanks

Hi
Yep - CUCM does store the detail of which end hung up in the CDR. If I recall correctly it marks a 'DisconnectCause' on either the originator or destination side (i.e. 16 for a normal call disconnect) and leaves the other side (that didn't disconnect first) as a 0.
Aaron

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CCX HISTORICAL REPORTS - CALLS WITHOUT DESTINATION

Please have a quick look to the report capture screen. I'm attaching (Agent Detail). There are some calls without called number, and duration 0. Do you know why these calls are reported?
Thanks!

Hi, I think I have seen this before.
Agent picks up the handset but does not dial anything (effectively making himself "busy").
G.

CUCM 8.6 and CCX 8.5 Agent Multi Line Historical Reporting

Hi,
Got 2 Agents who have the same DN but in different partitions. Historical Reporting is showing Agent #2 calls against Agent#1. How do I prevent this?
Agent #1
Line 1: 1000 in Manchester (IPCC Extn)
Line 2: 1100 in Manchester (private line)
Agent #2
Line 1: 1200 in Edinburgh (private line)
Line 2: 1000 in Edinburgh (IPCC Extn)
When running HR reports, calls made by Agent #2 Line 2 are showing against Agent#1 in Agent Detail Reports.
How do I prevent this? (without renumbering).
Cheers
Rich

Hi Jon,
+5 to my friend Aman for his good notes here :)
This has NOT changed....here is the note from the upgrade guide;
Linux to Linux (L2) upgrade
There is very little server downtime during an L2 upgrade.
An L2 upgrade is accomplished by installing the new software release in the inactive
partition while the node continues to run and operate on the existing software
in the active partition.
The software releases are switched on reboot. The reboot can be either automatic,
after the new software release is installed, or initiated manually at a later time through
an administrator command. Some examples of an L2 upgrade are upgrades from
Release 6.1(3) to 7.1(5), from 7.1(2) to 8.0(3), or from 8.6(1) to 9.1(1).
http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/elmuserguide/9_1_1/license_migration/CUCM_BK_CBF8B56A_00_cucm-license-upgrade-guide.pdf
Cheers!
Rob

UCCX Historical Report Chart Time Units

I'm running a UCCX historical report that charts each agent's logged in time in seconds. I'd like to make the report's chart as easy to read as possible. Is it possible to change that X-axis unit from seconds to hours instead?
Thanks!

You'd have to modify the Crystal Reports file (.rpt) to do logic to change it. Otherwise, no, not that I am aware of.

Post call survey subflow script after agent hangs up?

Hi,
I am trying to have the caller, whom is remaining on the line, sent to a post call survey subflow after the agent hangs up. However, the main script terminates upon the agent hanging up so the subflow script is not being called.
I have been doing a lot of searching and scratching my head and I'm leading to believe that the On Exception Goto step may work? Although, it seems that this step is intended if the caller hangs up, not the agent. Or does it matter?
I want the main script to call the subflow script seamlessly without any agent intervention (although this may have to be my last resort). Any insight?
Thank you so very much.

Simply stated, what you are trying to do is not possible. The reason is because when the caller is connected to an Agent, the Contact for that script (--Triggering Contact--) is not active any longer, and therefore you have no control over it. The caller would have to land on a Trigger a second time, in order for the Contact to become active once more.
Now, let's talk about what options do exist.
You can either:
Have the Agent send the caller to the survey trigger via transfer
Have the caller call back in to the survey trigger via verbal instructions during the initial IVR
Have the IVR dial the caller back at a later time to take the survey (could use HTTP triggers or Outbound Campaign)
This is a limitation of UCCX. UCCE on the other hand maintains call control the entire time, so when the caller disconnects from the Agent, it can route the caller through another routing script if desred.
Anthony Holloway
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Historical reports not matching supervisor desktop "Calls Presented" totals.

Have UCCX 9.X version of Supervisor Desktop. When viewing the “Agents – Team Summary” from within Supervisor Desktop the “Calls Presented” and “Calls Handed” totals seem to be cumulative from more than the past day. The Supervisor Desktop User’s guide states that the totals should be from 12:00 AM thru the current day. I’ve looked through Supervisor Desktop “Preferences” and could not find anything to change to give the past days totals only. When a supervisor runs a Historical Report for the day the totals are correct. When they’re in Supervisor Desktop the totals for each agent are hundreds more than what the Historical Report states. Is there a parameter I’m missing somewhere to allow Supervisor Desktop to give the current days totals only?
Thanks!

We started having this problem with some of the reps after migrating from the old CAD servers to new CAD servers. Since the new system didn’t have the updated RASCAL DB, I thought the reports have the stale data. I was under the impression that it gets cleared after a day(once CSD has a fresh data) but seems like that’s not the case. I didn’t get time to look into this further and have requested TAC to help me on this.
-Sunil

UCCX Historical Reporting - Transferred Calls

Hi All,
I've hit a brick wall in a UCCX script I'm currently working on. My client has requested stats on where agents are transferring calls. It's an operator-type position and it's fairly important to the client that she be able to guage the call volume to particular extensions.
I've gone through the majority of the standard report templates in UCCX Historical Reporting but haven't found anything suitable. I did notice that the "Agent Call Summary" report states the number of transferred called by a particular agent but not the extension the call were transferred to.
Any advice would be greatly appreciated!
As always, thanks in advance.

What you want is essentially a custom cradle to grave report. I'm sure there are reporting packages that can do this but they are quite spendy.
You basically want to tie a UCCX session to the CDR records from the CUCM; if you are familiar with SQL that shouldn't be too much of a challenge. The trick is automating it.

UCCX Historical Reports Not Accurately Filtered by Agent Name

Hello, we're having an odd problem when running our historical reports. When we filter a report by Agent Name only a couple of agents have any records. However when we filter the same report by skill or CSQ name the records for all agents are present, leading me to think that the records are not being tagged properly somewhere in the database. Has anyone seen this before or have any suggestions for resolving this?
For an example, if I run the Agent Call Summary report and filter by all of my agent names, I only get records for 3 people during the reporting period. If I filter based on CSQ name I get records for all 25 agents.
We are using UCCX version 8.02

I'm also having agents show in the filter list that are no longer in the system, and in at least one case reports filtered by a skill report an agent who is not assigned to that skill anymore. Are these symptoms a result of configuration in some way? I'm starting to feel like the reporting is buggy in this release.

Can Cisco Historical Reports Report Average Hold Time for Incoming Calls?

Is the a way that Cisco Historical can report on the Average Hold Time for Incoming Calls? User is trying to figure out if there is a hold time prior to the agent picking up the call.
I am running CRS Historical Reports Versions 5.0 (2.5).

Hi,
You can check the link belowCisco Unified Contact Center Express 5.0 Historical Reporting Administrator and Developer Guide:
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_5_0/programming/hr_admin_devp/crs501hd.pdf
this document includes all the details regarding the reports and its cutomization.
Regards,
Trad

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.

Not able to generate UCCX Historical Report of one agent

Dear All,
I am not able to generate the UCCX Historical report of the agent as the Historical reports of the agent is generating upto the Feburary 2013 but we are not able to view the Historical Report of March 2013 and onwards, the realtime reports are generating and the agent name is added to the Active Directory only once, help is required in this regard.
Best Regards,
Durraze Khan

Rajesh,
Put a breakpoint and try to debug the report step by step.
You will findout the reason very easily.
Whenever you have a select and are trying to append into an internal table, keep checking your internal table if it is been populated with the correct records.
This way, you will findout the cause and can correct is accordingly.
Thanks,
Suresh Ganti

UCCX 8.5 - Historical Reports - Traffic Analysis report and Application Performance Analysis report different calls presented

Hi,
Please Advice.
When I compare Traffic Analysis report and Application report, Calls presented are not same. Please Help !
Also attached herwith the reports

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]

How come every time i'm on the phone and another call enters I answer it but it doesnt tell me anywhere who is who on each line so i can go back and forth?? it only says multiple calls and i cant hang up the other line

how come every time i'm on the phone and another call enters I answer it but it doesnt tell me anywhere who is who on each line so i can go back and forth?? it only says multiple calls and i cant hang up the other line.

My carrier is Sprint. But I actually have checked with others and theirs work fine.

Agents Duplicate entry on Historical Reports in UCCX

Hi,
I have an IP Telephony setup in UCCX 9.1 .I am getting duplicate entries in Historical reports.The attached image is the error we are getting .(Actually is not exactly from my site but the error is same duplicate entry )
I searched in the CUCM for end users ..there is no duplicate entries.
Thanks & Regards
Nithin Louis.

Look in CCX under RmCm > Resources. Do you see both entries? If not, check the Inactive Agents link in the top-right; does the second entry appear there? At some point the second varaition of the user existed and it's now in the db_cra until those records get expunged.
Please remember to rate helpful responses and identify helpful or correct answers.

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

Historical Reports: Caller hang up / Agent hang up

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