UCCX 8 RTMT - Report on Logged In Historical Reporting Users

Hello, Netpros.
Is there a way to see a real-time or historical data which will show how many people are logged into historical reports at a given time? I'm getting reports of a licensing error. I have it set to allow two to login to HR, and customer reports that nobody is logged in and they are hitting the insufficient license error. I need to verify the info.
Thanks,
Joshua

Kapil,
Nope, no luck on this one. I was working a case w/ TAC around this issue as well, and they couldn't come up w/ a way to report on it either.
Best,
Joshua

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Historical reports - All available DB connections in use

Hello all,
We just started receiving DB connection errors when trying to login to the Historical reports.
the error says: "All available connections to database server are in use by other client machines. Please try again and check the log file for error 5054"
However I can't see where anyone is logged into the tool. Is there a way to see who is logged into Historical reports? Also is there a way to kill sessions to Historical reports.
We are on UCCX 7.0 (1) SR05_Build504
Thanks for any help that you can provide.

NM stands for Node Manager.
You can got o Widnows Services and restart Node Manager( after hours. I know you mentioned that no one is logged in at this
time but somehow sessions are stuck and restarting NM should fix that.
Please also increase this value below. This would hopefully resolve the problem in furture.
Increased the number of "Max DB Connections for Report Client Sessions"
field under tools >>historical reporting.

How do i change a user password for historical reports?

I had to change a users extension and she is not able to connect to historical reports. I keep getting an error message that her user id or password is incorrect. Checked user id which is correct and user is using the same password she used before the change. Is there a way i can reset the password the user enters to log into historical reports?

If you are not integrated with an external LDAP, you change the user's password in CUCM End User configuration; otherwise, the passwords can be managed in LDAP.

CUCCX Historical reporting - how to separate views

Hi Guys,
please dont you know how to make historical reporting reports accessible
per team - I mean, defined login to HR tool can see only reports for defined teams,
not for all of them.
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Any agent who has 'Historical Reporting' capability can generate historical reports. Administrator grants 'Historical Reporting' capability to agents through appadmin. If an agent/supervisor has the capability, then he/she can view the reports for all the agents.We can not restrict based on teams. This is as per the design.
Please rate helpful posts.
GP.

(Cisco Historical Reporting / HRC ) 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

Hi All,
I am getting an error message "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" when trying to log into HRC (This user has the reporting capabilities) . I checked the log files this is what i found out
The log file stated that there were ongoing connections of HRC with the CCX (I am sure there isn't any active login to HRC)
|| When you tried to login the following error was being displayed because the maximum number of connections were reached for the server . We can see that a total number of 5 connections have been configured . ||
1: 6/20/2014 9:13:49 AM %CHC-LOG_SUBFAC-3-UNK:Current number of connections (5) from historical Clients/Scheduler to 'CRA_DATABASE' database exceeded the maximum number of possible connections (5).Check with your administrator about changing this limit on server (wfengine.properties), however this might impact server performance.
|| Below we can see all 5 connections being used up . ||
2: 6/20/2014 9:13:49 AM %CHC-LOG_SUBFAC-3-UNK:[DB Connections From Clients (count=5)]|[(#1) 'username'='uccxhrc','hostname'='3SK5FS1.ucsfmedicalcenter.org']|[(#2) 'username'='uccxhrc','hostname'='PFS-HHXDGX1.ucsfmedicalcenter.org']|[(#3) 'username'='uccxhrc','hostname'='PFS-HHXDGX1.ucsfmedicalcenter.org']|[(#4) 'username'='uccxhrc','hostname'='PFS-HHXDGX1.ucsfmedicalcenter.org']|[(#5) 'username'='uccxhrc','hostname'='47BMMM1.ucsfmedicalcenter.org']
|| Once the maximum number of connection was reached it threw an error . ||
3: 6/20/2014 9:13:49 AM %CHC-LOG_SUBFAC-3-UNK:Number of max connection to 'CRA_DATABASE' database was reached! Connection could not be established.
4: 6/20/2014 9:13:49 AM %CHC-LOG_SUBFAC-3-UNK:Database connection to 'CRA_DATABASE' failed due to (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.)
Current exact UCCX Version 9.0.2.11001-24
Current CUCM Version 8.6.2.23900-10
Business impact Not Critical
Exact error message 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
What is the OS version of the PC you are running and is it physical machine or virtual machine that is running the HRC client ..
OS Version Windows 7 Home Premium 64 bit and it’s a physical machine.
. The Max DB Connections for Report Client Sessions is set to 5 for each servers (There are two servers). The no of HR Sessions is set to 10.
I wanted to know if there is a way to find the HRC sessions active now and terminate the one or more or all of that sessions from the server end ?

We have had this "PRX5" problem with Exchange 2013 since the RTM version. We recently applied CU3, and it did not correct the problem. We have seen this problem on every Exchange 2013 we manage. They are all installations where all roles
are installed on the same Windows server, and in our case, they are all Windows virtual machines using Windows 2012 Hyper-V.
We have tried all the "this fixed it for me" solutions regarding DNS, network cards, host file entries and so forth. None of those "solutions" made any difference whatsoever. The occurrence of the temporary error PRX5 seems totally random.
About 2 out of 20 incoming mail test by Microsoft Connectivity Analyzer fail with this PRX5 error.
Most people don't ever notice the issue because remote mail servers retry the connection later. However, telephone voice mail systems that forward voice message files to email, or other such applications such as your scanner, often don't retry and
simply fail. Our phone system actually disables all further attempts to send voice mail to a particular user if the PRX5 error is returned when the email is sent by the phone system.
Is Microsoft totally oblivious to this problem?
PRX5 is a serious issue that needs an Exchange team resolution, or at least an acknowledgement that the problem actually does exist and has negative consequences for proper mail flow.
JSB

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.

Thanks for the replies and followed recommendations , user is pillingk in this example although no-one can log on , any ideas why the error is still occuring ?

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

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.

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

Can UCCX 10 / CUIC Provide Historical Reports That Include Email Content?

Hi,
Can UCCX 10 / CUIC provide historical reports that include email content?
Currently I can only see email subject within historical reports, but on supervisor real time you can see email content.
Our customer wants to be able to report historically on email content, as its used for reviews etc.
Thanks in advance.
Mike.

Hi
Having looked at the DB schema I see that only the to/from/subject fields are logged in the database. That's all the would be available to CUIC.
(http://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_5/reference/guide/dbschema.pdf?mdfid=286265496)
That's not to say it's completely impossible - but it would be very complicated. You'd need to somehow extrac the content of the emails on the Exchange server into a database where it could be read in to CUIC. That could be very difficult, take up lots of space...
Aaron

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.

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 9.0(2) Historical reports

We recently upgraded to UCCX 9.0(2) and now use the CUIC for historical reports. So far it seems like a step backwards in terms of ease of use and flexibility in running various reports.
Our Call Center is open from 7 AM to 7 PM M-F. I want to run a CSQ activity report that shows the number of inbound calls after 5 PM over the last 60 days. Seems fairly straight forward, but have not been able to figure out how to capture this information. I choose the absolute time frame of 4/23/14 to 6/23/14 (60 days) and then choose the starting time as 5 PM and ending time as 11:59 PM. This gives me results that I know are not correct as the volume is extremely high. I believe what the report is capturing is from 5 PM on 4/23 and running through 11:59 PM on 6/23.
Anyone know how to run report to capture the data I am looking for? Thanks in advance.

It was working when using together with HRC? By any change it was a customized reporting?
If not mistaken there was a recent post on how to customize it to only capture calls during office hours and non office hour
Thanks!
-JT-

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 8 RTMT - Report on Logged In Historical Reporting Users

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