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....

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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
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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....

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....

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
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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

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

How to verify Data coming from R/3 to PSA

Hi mates,
I want to know MUST the 'No. of Records' returned from a RSA3 in R/3 be the same with the No of Records in PSA ? (if there are no manipulations ?)
Also, how to I check how many data records has been loaded in the PSA ?
Please advice

Hi John,
   Yes, the nuber of records transferred from R3 should the number of records in PSA.
   The number of records in RSA3 gives the number of records collected to be sent in R3.
   To know the number of records in PSA, -> RSMO-> CLICK THE 2ND ICON FROM RIGHT(LIKE A COLORED STACK)-> tHIS WILL POP A SCREEN THAT WILL GIVE YOU INFO ON THE NUMBER OF RECORDS. It actually gives total number of packets and number of records in each packet etc.
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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:
"ERROR: Unified CCX Cluster View Deamon is not running. The Unified CCX database backup cannot be initiated., Backup Completed..."
The CCXCOMPONENT got the error while the rest of the components succeeded. Any solution?

Cisco Unified CCX Database service Out

Hello everyone!
I have a strange problem regarding Cisco Unified CCX Database service.
Situation is the following:
UCCX 8.5.1 in HA Cluster
And from time to time, on 1st UCCX Cisco Unified CCX Database is going OUT OF SERVICE.
In CLI utils service list shows that service is STARTED, but in Web-Interface is OUT OF SERVICE.
Whether I restart it through CLI or Web, it stays in INITIALIZING status in Web, but in CLI is STARTED!!
After restart of the system everything goes back like it should be.
Don't see anything unusual in logs.
Any similar experiences? .... Any help or hint is appreciated!!
Thank you
A

Hi
I've seen this several times on 8.5... a reboot of the affected node brings it back until it decides to fail again. A bug for sure, but I've not had the chance to open a TAC case for it yet...
Aaron HarrisonPrincipal Engineer at Logicalis UK
Please rate helpful posts...

Cisco Unified CCX Engine RE_ENTRANT_ERROR

Hi! I have the following case:
Abonent A calls to route point B that is registered in UCCX as a trigger.
The route point plays greeting and redirects abonent A to cti port C that is controlled by UCCX.
Cti port C calls to operator D. Directory number D has assigned external call control profile.
The external call control profile sends a http request to the routing rules servlet.
The routing rules servlet answers with divert on directory number E. Directory number E is not associated with UCCX resources.
Abonent E answers the call. UCCX drops the call immediately.
In UCCX logs i discovered an error:
Date: Mar 16 17:20:06
Machine Name: ccx105
Severity: Error
App ID: Cisco Unified CCX Engine
Message: : 58: ccx105: Mar 16 2015 10:20:06 AM.788 UTC : %UC_CONTACT_MGR-3-RE_ENTRANT_ERROR: %[exception=java.lang.IllegalStateException: Unsupported re-entrant method call][contact.impl.id=24185/1][UNKNOWN_PARAMTYPE:Contact id=7][contact.type=Cisco Agent Call][contact=CallContact[id=7,type=Cisco Agent Call,implId=24185/1,active=true,state=CALL_ANSWERED,inbound=true,handled=false,locale=en_US,abo][contact.class=com.cisco.call.CallContact][ClusterID=][NodeID=ccx105]: Re-entrancy error
I am failed to find any description for this error. What does it means? Is this case supported by UCCX?

In our case, when we do the backup, it is only 94% completed with the following error:
"ERROR: Unified CCX Cluster View Deamon is not running. The Unified CCX database backup cannot be initiated., Backup Completed..."
The CCXCOMPONENT got the error while the rest of the components succeeded. Any solution?

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.
Regards,
Chuck
Please rate helpful posts and identify correct answers.

How to store the data coming from network analyser into a text or excel file

Hii everyone
I'm using Agilent 8719ET network analyser and wish to store the data coming from netowrk analyser into a text file/ excel file.
Presently I'm able to get the data on Labview graph using GPIB . Can anyone suggest how to go ahead after collect data sub vi. How can the data be stored into a file apart from showing on the graph?
Attached is the vi for kind consideration...
Looking for help
Regards
Rohit
Attachments:
Agilent 87XX Series Exceed Max Meas.vi ‏43 KB

First let me say that your code really looks pretty good. The data handling could be made more efficient by calculating the number of datapoints that are going to be in the completed dataset and preallocating the entire array -- but depending upon your answer to my questions, the logic in the lower shift register may be going away - so we won't worry about that right now.
The thing I need to know before addressing the data storage question is: Each time you call "Collect and Display Data.vi", how many element are in the array? Are you reading single data points, or a group of data? (BTW: if the answer to that question is obvious based on the way the other VIs are setup, I don't have the drivers so I can't tell what the setup values are.) Second, how fast does the loop iterate? Are we talking msec per loop?, seconds? fortnights?
The issues here are two-fold: how much data? and how fast is it coming? The answer to these will tell you how to save the data.
Mike...
Certified Professional Instructor
Certified LabVIEW Architect
LabVIEW Champion
"... after all, He's not a tame lion..."
Be thinking ahead and mark your dance card for NI Week 2015 now: TS 6139 - Object Oriented First Steps

How to insert data coming from 2 different file adapters in to one DB adapt

Hi
i want insert data in to database containing two diffferent tables, so i imported tables in to DB adapter by creating relation ships.But, data for two tables are in xml format & two are in different locations.So, i used 2 file adapters to get data from 2 different & i used BPEL(Define service later) Service. now in bpel i used receive activity to receive one file adapter data ( i checked create instance in receive) then used transform activiy for tranformation & finally invoke activity to invoke DB adapteer........similarly i repeated sequetially to 2 file adapter, by keeping 2nd receive(no need to check create instance) next to invoke.*Problem is after deployment finished only data coming from 1st receive is inserting to the table...& 2 nd receive not working it showing as Pending & showing as Asynchronus Call back inte console*
I configured all the adapters perfectly..........Can any one can help me how to Commit 2 nd receive to insert data in the 2nd table
Regards,
jay

Thank u both for ur replay.........
I am doing this in 11g there is no problem regarding transform activity.
My requirement is
two different files from two different folders in a drive & we can't use one file adapter bcoz both have different columns(only few are common columns) so we use two different xsd's .So, i am using two file adapters to insert in database having two different tables with respect to two different files data coming from two file adapters. i am using one DB adapter to insert bcoz both tables are in same database with relationships & i used BPEL(define service later) .
NOW PLEASE SUGGEST ME THE FLOW IN BPEL TO INSERT BOTH FILES IN THERE RESPECTIVE TABLES IN DATABASE.
The flow i did 1st file adater--->receive--->transform---->invoke----->DB adapter.....Then again repeating this as keeping 2nd receive below 1st invoke
2nd file adapter-------->2nd receive---->2nd invoke------>same DB adapter
MY problem is only data coming from 1st process is inserting & 2nd one is not working as i discussed earlier........I USED READ FILE OPTION, UNCHECKED DELETE FILES OPTION & SET DIFFERENT POLLING FREQUENCY FOR BOTH FILE ADAPTERS.
I tried to set correlation but it is not working & later tried i kept non-blocking invoke as TRUE in DB adapter also didn't work...........also i tried this transaction property in bpel component _<property name="bpel.config.transaction"_
many="false" type="xs:string">required / requiresNew</property>...............BUT NO CHANGE...........
Regards,
jay
Edited by: 910162 on Apr 5, 2012 12:38 AM

Verifying data coming from Cisco Unified CCX Historical Reports

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