This document discusses how to troubleshoot some of the issues that
appear when you try to generate historical reports in Cisco Unified Contact
Center Express (UCCX).
Cisco recommends that you have knowledge of these topics:
The information in this document is based on the Cisco Unified Contact
Center Express 5.x and later.
The information in this document was created from the devices in a
specific lab environment. All of the devices used in this document started with
a cleared (default) configuration. If your network is live, make sure that you
understand the potential impact of any command.
Technical Tips Conventions for more information on document
The user might receive the "No Data Available in the Historical
Reports" from 'Historical Reporting Client' message, even though the date range
given by the user is valid to get report data. In this scenario, both
Historical DataStore and Agent DataStore of 'DataStore Control Center' display
this error message:
Error occurred while performing the operation. The
cluster information and subscriber configuration does not match. The subscriber
might be dropped (Please check SQL server log for more
Also, both the Historical and Agent Replication status are:
Publication Snapshot Agent is Stopped
Subscription Agent is Unknown
This error message appears due to a SQL replication issue among the
IPCC Express nodes. Complete these steps in order to resolve this
Choose System > Control Center
from the CRS AppAdmin menu bar.
The Control Center/Servers summary web page opens.
Click the Component Activation hyperlink.
The Component Activation web page opens.
Select the Subscriber node.
Uncheck the Agent, Historical,
and Repository Datastores, then click Update.
Make sure it shows as Deactivated.
Check the Datastores, then click Update to
activate them again.
Restart the CRS node manager service on both the
primary and subscriber servers.
Sometimes the charts or graphs are not generated when you run
historical reports even though you check the Include charts in
reports check box. Only the charts or graphs are not generated in the
reports, and all other non-graphical information is present.
The issue happens due to the presence of other third party applications
that use Crystal reports or Crystal dlls.
Refer to Cisco bug ID
(registered customers only)
for more information.
As a workaround, copy the SSCSDK80.DLL file from the
C:\WINDOWS\System32 folder, and paste it to C:\Program
When you pull the data from the historical reporting client, the data
seems to be incorrect. It reports far less handled calls than normally
Complete these steps in order to resolve the issue:
Run the select max(sessionid) from
contactcalldetail query in order to obtain the max value.
It returns a 12 digit number.
After you obtain the max value in step 1, complete these steps:
Divide the number by one billion (1,000,000,000). For example, if
the number returned in step 1 is 323000003345, the value is 323.
Add 1 to this number (324).
In the remaining steps, you set this value as the seed value in
Choose start > run, and type
Navigate to [HKEY_LOCAL_MACHINE > SOFTWARE > Cisco Systems,
Inc.> CRS -> Properties >
Right click and select Modify - change the value
Note: In case you have an HA setup, determine the seed value for both
the nodes and use the higher value as the seed on the registry for both nodes.
After you modify the registry values, restart the Node Manager.
With Cisco UCCX 8.0, you cannot view data from any field within the
resource table and no data is returned from any field. There is no issue adding
fields or viewing data from other tables within the database. After creating a
report with only the resource table and when attempting to add any field to the
report, this error message is received:
Failed to open a rowset.
Details:42000[Informix][Informix ODBC Driver][Informix]
A syntax error has occurred.
This issue is documented by Cisco bug ID
(registered customers only)
In UCCX 8.0, the resource table is holding the agent information. The
same name resource is also an Informix key word. Therefore, when querying the
resource table, the query statement cannot use the resource as the alias
(Microsoft SQL Query uses the table name as the alias by default). This causes
a syntax error in Informix.
The workaround is to use some other alias in the query statement; for
example, use resource1.