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UCCX: Unable to Generate Historical Reports

Cisco - UCCX: Unable to generate historical reports

Document ID: 112103

Updated: Mar 11, 2011

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Introduction

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).

Prerequisites

Requirements

Cisco recommends that you have knowledge of these topics:

  • Cisco Unified Contact Center Express 5.x and later

Components Used

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.

Conventions

Refer to Cisco Technical Tips Conventions for more information on document conventions.

No Data Available in the Historical Reports

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 details)..

Also, both the Historical and Agent Replication status are:

Publication Snapshot Agent is Stopped
Subscription Agent is Unknown

Solution

This error message appears due to a SQL replication issue among the IPCC Express nodes. Complete these steps in order to resolve this issue:

  1. Choose System > Control Center from the CRS AppAdmin menu bar.

    The Control Center/Servers summary web page opens.

  2. Click the Component Activation hyperlink.

    The Component Activation web page opens.

  3. Select the Subscriber node.

  4. Uncheck the Agent, Historical, and Repository Datastores, then click Update.

    Make sure it shows as Deactivated.

  5. Check the Datastores, then click Update to activate them again.

  6. Restart the CRS node manager service on both the primary and subscriber servers.

Graphs not Generated in Historical Reports

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 CSCsv30102 (registered customers only) for more information.

Solution

As a workaround, copy the SSCSDK80.DLL file from the C:\WINDOWS\System32 folder, and paste it to C:\Program Files\Business Objects\Common\3.5\bin.

Historical Reports are Inaccurate or Missing Data

When you pull the data from the historical reporting client, the data seems to be incorrect. It reports far less handled calls than normally expected.

Complete these steps in order to resolve the issue:

  1. Run the select max(sessionid) from contactcalldetail query in order to obtain the max value.

    It returns a 12 digit number.

  2. After you obtain the max value in step 1, complete these steps:

    1. 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.

    2. Add 1 to this number (324).

      In the remaining steps, you set this value as the seed value in the Registry.

  3. Choose start > run, and type regedit.

  4. Navigate to [HKEY_LOCAL_MACHINE > SOFTWARE > Cisco Systems, Inc.> CRS -> Properties > application.MIVR.properties.

  5. Locate com.cisco.session.id.block.

  6. Right click and select Modify - change the value data.

    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.

UCCX Historical Reporting Database Access Error on Resource Table

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 CSCtl02126 (registered customers only) .

Solution

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.

Related Information

Updated: Mar 11, 2011
Document ID: 112103