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 !!

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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 8.5.1 SU2 Agent Line/Ext on Two IP Communicators - Only One Will Be Registered

I have a corner case where an agents laptop may use a local Gigabit Ethernet port or a different Gigabit Ethernet port located on a laptop docking station using IP Communicator 8.6(2).
Due to a requirement for QM/Compliance Recording (per Calabrio), we need to code the SEP<NIC MAC ADDRESS> for each potential port; meaning I will have two IPCs coded; each with a unique device name set to SEP<NIC MAC ADDRESS>.
The IP Communicators are set to generate their device name automatically. This means that they can only use / register one IPC at a time.
In the lab, having two IPCs configured with an identical line seems to function 100% when only one of IPC stations is registered to CUCM.
SRND and various posts state the usual about shared lines for agents being unsupported.
Does my scenario fit with "this is a shared line" which would force us to alter design and complicate the user experience with extension mobility?
Thoughts?
Code in use is CUCM 8.6 and UCCX 8.5(1)SR2; CAD is being exclusively used on Win 7.

Calabrio professional services has informed us (and it was re-confirmed) that IPC needs to present the NIC being used for CR/QM/AQM to provide desktop recording functionality.
Do you have experience where you have "hard-set" or statically configured the device name to one of the NICs (LAN) but it also worked for other interfaces with unique MAC addresses (WLAN, dock LAN, AnyConnect)?
Also, our Cisco SE posed this question via IM to his Cisco AS associate and got a conflicting report; the justification was that "shared" in UCCX context means two or more active-registered to CUCM phone appliances with identical DN/in any partition (versus the CUCM definition of identical DN in a single partition). He seemed to have direct knowledge of using two phone appliances associated to the same user/agent for a phone appliance migration effort (7940s to 7942s) where everything was pre-configured, the old phone was removed and the new one placed (only one entry was registered at a time).
Do I trust Cisco SE/AS resources or SRND?
Thanks

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 8.5.1 SU3 agent get license error on signon

Hi,
Having an intermintent issue on UCCX 8.5.1 SU3 w/CUCM 8.6.2 SU2.
From the agent debug logs, the day before the closing of CAD doesn't shutdown nicely it looks like (user did not report any errors at end of day when they shut down). The next morning they get licensing error when they try to log in and relaunch CAD 2-3 times then they can log in.
The CAD version is correct and the LRM logs from server don't show this agent attempting to log in during the error, and the LRM log file only shows a successful log in from this agents PC IP address on the successful login. I restarted the LRM service to see if it helps today. Single UCCX server (no HA).
AGENT DEBUG LOGS:
2013-03-18 18:09:19:128 WARN DESK2121 Unable to write agent state change to RASCAL: GID=1363615138 Error=CORBA error.
2013-03-18 18:09:20:267 WARN DESK2126 Unable to write call data to RASCAL: GID= 1363615138 Error=Client recovering connection to server
2013-03-18 18:09:44:821 WARN DESK2018 Unable to update wrapup data to RASCAL: GID=1363615138 Error=Client recovering connection to server
2013-03-18 18:09:44:821 WARN DESK2121 Unable to write agent state change to RASCAL: GID=1363615138 Error=Client recovering connection to server
2013-03-18 18:10:26:130 INFO DESK1004 RASCAL auto-recovery message received.
2013-03-18 18:10:26:161 INFO DESK1141 RASCAL Server Feature auto-recovery message received.
2013-03-18 18:15:06:259 WARN STD3000 Get registry key <MTS_CitrixInstall> under path <SOFTWARE\Calabrio\CAD\Site Setup>. Object not found: <2:The system cannot find the file specified.>.
2013-03-18 18:15:07:336 INFO SOCKET0000 <CADEEMConnector> service on port <59015> has started.
2013-03-18 18:15:10:112 INFO VOIP4005 Desktop monitoring disabled for extension [1047].
2013-03-18 18:15:11:782 ERROR DESK3007 Chat DropUser failed.
2013-03-18 18:15:11:782 INFO DESK1053 Remaining time <2000>
2013-03-18 18:15:11:782 INFO DESK1054 We received AS_LOGOUT so close CAD window.
2013-03-18 18:15:12:187 INFO DESK1049 Releasing Agent License...
2013-03-18 18:15:12:203 ERROR DESK3113 Unknown exception while releasing the license(s)
2013-03-18 18:15:12:484 INFO STD0005 Client <Calabrio LDAP> disconnected from service at <10.1.1.10>.
2013-03-18 18:15:12:593 INFO DESK1006 LDAP auto-recovery message received.
2013-03-18 18:15:12:593 ERROR FCCC2009 Unexpected exception (Unexpected exception in Chat client service thread).
The next morning, when they log in..
2013-03-19 09:59:09:009 INFO LC0007 Invalid Value.
2013-03-19 09:59:09:009 INFO LC0007 Invalid Value.
2013-03-19 09:59:09:025 INFO LC0007 Invalid Value.
2013-03-19 09:59:09:025 INFO LC0007 Invalid Value.
2013-03-19 09:59:09:025 INFO LC0007 Invalid Value.
2013-03-19 09:59:09:025 INFO LC0007 Invalid Value.
2013-03-19 09:59:09:072 INFO STD0000 Starting preference change event dispatch thread.
2013-03-19 09:59:10:179 INFO LC0000 Connected to Calabrio LDAP server on <10.1.1.10>.
2013-03-19 09:59:10:179 INFO STD0004 Client <Calabrio LDAP> connected to service at <10.1.1.10>.
2013-03-19 09:59:10:382 INFO DESK1122 Get Update Flag from LDAP successfully.
2013-03-19 09:59:10:554 INFO SPUD0000 Successfully launched update from <C:\Program Files\Common Files\CAD\bin\update.exe>.
2013-03-19 09:59:18:488 ERROR DESK3109 Could not obtain license from LRM.
2013-03-19 09:59:19:600 ERROR DESK3113 Unknown exception while releasing the license(s)
2013-03-19 09:59:19:600 ERROR DESK3113 Unknown exception while releasing the license(s)
2013-03-19 09:59:19:614 INFO STD0005 Client <Calabrio LDAP> disconnected from service at <10.1.11.10>.

Hi,
DESK3109 Text: Could not obtain license from LRM.
Type: Error
Add’l Info: LRM is not running.
Action: check if the server is running
DESK3113 Text: Unknown exception while releasing the
license(s)
Type: Error
Add’l Info: LRM is not running
Action: check if the server is running
FCCC2009 Text: Unexpected exception.
Type: Fatal
Add’l Info: CTIOS API waitforsingleobject fails.
Action: Check system resource availability (CPU and
memory).
Reference:
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/reference/guide/cad85ccxecd.pdf
I would suggest you to please restart the UCCX servers or LRM service specifically in your maintainance window and see if it helps.
Thanks,
Anand
Please rate helpful posts !!

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.

Compatibility Uccx 9.0(2)SU2 with CUCM 9.1(2)SU3

Have seen the recent discussion on UCCX 9.0(2)SU2 and CUCM 9.1(2)SU2 here:
https://supportforums.cisco.com/discussion/12482146/compatibility-uccx-902su2-cucm-912su2
But with the release of CUCM 9.1(2)SU3 looking at the same compatibility matrix:
http://docwiki.cisco.com/wiki/Unified_CCX_Software_Compatibility_Matrix_for_9.0(2)_SU2
I do not see that UCCX 9.0(2)SU2 and CUCM 9.1(2)SU3 are compatible. Is this an error in the document or do we need to upgrade UCCX if we upgrade CUCM from 9.1(1) to 9.1(2)SU3?
Thanks,
Ryan

Hi Ryan-
Take a look the posts by Arundeep Nagaraj in this thread: https://supportforums.cisco.com/discussion/12439306/ucm-uccx-compatibiity
Thanks,
DJ

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.

UCCX 5.02 Copy/Move Agent Recordings

UCCX 5.02 Copy/Move Agent Recordings
We are running UCCX 5.02 and have a workflow setup to automatically record all agent calls without Supervisor intervention. We are not using QM. Is there a UCCX tool, other than writing a .bat file and scheduling it, that will copy/move the recordings to another location automatically?
Thanks!!!
Adam

Hi
See attached for a script a wrote to archive the .raw files created by CRS to .wav format on a Windows network share. All activities carried out by the script are logged to text file for reference.
Use at your own risk!
Be aware that it doesn't 'clean out' entries from the databases, so if you allow the script to remove files from the CRS server the recordings will appear in Supervisor desktop until they expire.
To run the script, read it carefully, check the parameters, and rename it to .vbs.
It should then be added as a Scheduled Task and executed as a local administrator on the CRS server itself. On a HA setup, set up the scheduled task on each recording server.
If you use it, please rate my post!
Aaron

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.

UCCX 9/SocialMiner Web Chat Agent Name

Hi,
We recently implemented SocialMiner in a DMZ to allow for the web chat support feature to integrate with our UCCX 9. I've run successful tests, but I have a question regarding the agent name that displays in the chat window. Currently, the agent name is showing as their Active Directory username, which is a first/middle initial and last name. Is there a way to change that so it only shows the First Name of the agent? We're concerned about privacy for our agents.
See screenshot below.
Thanks for your help!
Kevin

Hi
so i double checked and masking of "agent name "is not possible as of the moment by any configurable settings on UCCX
it will always show "
"Agent ID" + "(Customer Rep.)" in chat room"
i hope this clarifies your questions,
Regards
Anurag Siddhu

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 reporting

Hi,
I have one query regarding uccx reporting.
In uccx suppose any user is configured as UCCX agent and he is not login in CAD, if user gets call in his ACD extension, will that call detail
be availabe in uccx historical reporting.
Regards,
Dinesh Joshi

Hi.
This post belongs to the Contact Center session.
Anyway, what do you mean that the "user is not an available choice"? Does the user have an account in CUCM?
G.

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 Historical Reports Doubt

Hi ,
I have telephony setup running on CUCM 9.x integrated with UCCX 9.x.
Everything working fine and I can generate the Historical reports.
I have some doubts for generating the reports which is mentioned below.
1. Need to generate the agents abandoned calls,Placed calls and missed calls in a single report.I know i can generate these information's in two reports ,but required all this in a single report.Will it is possible?
2.When generating reports I required only external numbers information not required to show the internal numbers on the reports.Is there anyway I can uncheck the internal number while generating the HR?
Thanks inn advance
Nithin Louis.

Hi Nithinpro,
Answering your two question, there's not way to custom the information displayed in the HR report type.
One option to custom report is running Microsoft Silverlight but is not a easy task.
Check this link:http://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/programming/guide/uccx85hradm.pdf
Regards

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

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