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User Unable to Generate Report on WebView

Cisco - User Unable to Generate Report on WebView

Document ID: 111022

Updated: Sep 15, 2011

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Introduction

WebView is a web-based reporting and script monitoring tool that is part of the Cisco Intelligent Contact Management (ICM) product line. WebView allows other computers with access to the web and the proper username/password to use the Cisco ICM WebView Server to generate ICM reports and monitor call routing scripts in real-time.

This document describes how to troubleshoot the issues that occur when a user attempts to gather a report from the WebView system.

Prerequisites

Requirements

Cisco recommends that you have knowledge of these topics:

  • Cisco ICM

  • Cisco WebView

Components Used

The information in this document is based on Cisco ICM version 7.5.1.0.

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.

Error: There are no items available

When a user tries to pull the call type and skill group reports, this error message is received:

There are no items available, because you are not
authorized to view this data or the items have not been configured in the ICM
and/or IPCC database. Contact your administrator to confirm your
authorization and the ICM and/or IPCC configuration 

webview-report-error-01.gif

Solution

Use this solution in order to solve the problem:

  1. Check the ServletExec.log and Jaguar.log log files.

  2. From the log files, check if the user is logging in as a supervisor agent or as a normal user. Supervisor agents can only run agent reports by design.

    Note: The first login to WebView is a domain login and is not case sensitive. However, the user ID and password are authenticated against the sql database when the user chooses to generate a report. In this case, the user ID is case sensitive and should be lowercase.

  3. If the user logged in as a supervisor agent, and, if a Supervisor user tries to run a report other than an agent report for their team, it will generate the error.

  4. In order to resolve the issue, add the user as a normal WebView user instead of a Supervisor user, and login.

Error: You have been logged out due to inactivity

When you attempt to pull a report for the agent's activity using the browser Internet Explorer 8, this error message is received:

You have been logged out due to inactivity. 
Close all browser windows and log into WebView again

This issue is documented by Cisco bug ID CSCsy89990 (registered customers only) . Refer to this bug for any available fix.

Solution

Perform these steps in order to resolve the issue:

  1. Open Start > Run, and enter regedit.

  2. Go to HKEY_CURRENT_USER\Software\Microsoft\InternetExplorer\Main.

  3. Set TabProcGrowth: DWord = 0.

Error: The server encountered an unexpected condition which prevented it from fulfillng the request

When trying to create a report with WebView, this error appears:

Error: The server encountered an unexpected condition 
which prevented it from fulfillng the request

Solutions

In order to resolve this issue, try one of these solutions:

Solution 1

This error can result when the language in the browser is different than that in WebView. In order to change the language setting in the browser, perform these steps:

  1. Open the browser and choose Tools > Internet Options.

  2. On the General tab, click Languages to open the Language Preference dialog box.

  3. Click Add.

  4. Scroll in order to choose English.

  5. Click OK to return to the Language Preference dialog box.

  6. Use the Move Up/Move Down buttons in order to move the language you added to the top of the list.

  7. Click OK.

Solution 2

Add these lines for your language in upper case in the <drive>:\icm\web\webview\reporting\servlet\wvLocale.properties WebView server file:

en-US=dd/mm/yy

!--- Replace en-US with the language (en-us) you configure in IE.

Or

Add the language in the browser using the User definedoption and add the language manually in lower case (en-us).

Cisco ICM WebView does not Work

When a user tries to login to the WebView page, the Invalid user name or password. Try again. error message displays.

Solution

Complete these steps in order to resolve this issue:

  1. Make sure that the same username and password that you use to log into the domain is what you use when you log into ICM Admin Workstation (AW) or AW.

  2. Make sure that the user is part of the WebView group at the Cisco_Root, Facility, and Instance levels.

  3. Restart the Jaguar, Apache Tomcat and IIS services.

Error: include failed to get dispatcher for: /webview/reportstyle.css

In ICM version 7.5.1, users are not able to generate reports in WebView and this error message displays:

error: include failed to get dispatcher for: /webview/reportstyle.css

Solution

This error message indicates the installation failure of some third party tool. The only corrective method is to uninstall and then re-install. This list provides the proper order for the uninstallation and reinstallation:

  1. Uninstall the maintenance releases and bring the system to the 7.x release.

  2. Remove/uninstall the WebView component.

  3. Uninstall 3rd Party Tools.

  4. Install 3rd party Tools.

  5. Add/install the WebView component.

  6. Test the WebView report on the base 7.x release.

  7. Install the maintenance release and test the WebView report on the 7.x.x release.

Perform these steps:

  1. Stop the ICM services.

  2. Stop these Windows services from Start > Administrative Tools > Services:

    • Jaguar

    • IIS and WWW

    • Sybase EP Management Agent

    • sysam

  3. Remove all the maintenance releases and bring the system to release 7.5.1.

  4. Run the ICM installer from the CD and uncheck the box in order to remove the WebView component.

  5. Uninstall all the third party applications from Start > Settings > Control Panel > Add or Remove Programs.

  6. Delete the entire c:\program files\Sybase folder.

  7. Delete the HKEY_LOCAL_MACHINE\Software\Sybase registry key.

  8. Delete the HKEY_LOCAL_MACHINE\Software\Sybase, Inc registry key.

  9. Remove these Environment Variables:

    • Jaguar

    • LM_LICENSE_FILE

    • SYBASE_SYSAM

  10. Remove any references to the Sybase folders from the PATH and CLASSPATH environment variables.

  11. Remove any pbvm80.dlls from the C:\Windows\system32 folder.

  12. Clear the cache and navigate to these two directories:

    1. [DRIVE]:\ICM\web\WebView\reporting - Delete all folders that begin with an underscore (ex. _admin) in the reporting directory.

    2. [DRIVE]:\Program Files\New Atlanta\ServletExec ISAPI\Servlets\pagecompile - Delete everything contained within the pagecompile directory.

  13. Search the system for theSe files and delete them if found:

    1. libjeas.dll

    2. libjcc.dll

  14. Restart the computer.

  15. Delete and SDK folders left from C:\.

  16. Install Third Party Tools by launching setup from the 3rd Party Tools CD.

  17. Reboot after the Third Party tools install is complete.

  18. Perform this check before you install WebView:

    Open the command prompt and issue the java -version command. Verify it is displaying the correct or supported Java version.

  19. Run the ICM installer from the CD and install WebView.

  20. Reboot the server.

  21. Test the WebView report on the base 7.x release.

  22. Install the maintenance release and test the WebView report on the 7.x.x release.

HTTP 404 error

This section contains problems regarding HTTP 404 error messages.

Problems

Problem 1

Unable to browse to the WebView URL and the browser returns a HTTP 404 error - page cannot be found error message. Also, the ServletExec log shows:

ServletExec: caught exception - java.io.FileNotFoundException: E:\Program Files\New
Atlanta\ServletExec ISAPI\ServletExec Data\default\default-app\jsptimestamps.properties
(Access is denied. This is followed by a shutdown of the ServletExec virtual server.

This issue is documented by Cisco Bug ID CSCsm35233 (registered customers only) .

Solution

As a workaround, set the WebView AD cache timeout to zero (0) minutes. The registry value name is Sadlib_AD_Webview_Cache_Timeout_Minutes. Modify it to read zero (0). It is located at the HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\ICM\SystemSettings registry key. By default, this value is set to 15 minutes. This way, for each user-logon, regardless of which ICM instant WebView is used, the cache is built and used correctly. The drawback is that the logons will be slower than if the cache timeout were left at 15 minutes.

Problem 2

When accessing WebView, the HTTP 404 - File or directory not found error message is received.

Solution

Complete these steps in order to resolve this problem:

  1. Go to C:\Program Files\New Atlanta\ServletExec ISAPI\webapps\default\default-app\WEB-INF and verify that web.xml is not corrupted or missing.

  2. If it is corrupted or missing, replace it with the new file.

  3. Restart IIS and the Jaguar service.

ICM 7.5: Unable to Save the Webview Reports

This error message is received when trying to save a WebView report with Cisco ICM 7.5:

This feature is currently disabled because of problems identified with
the configuration of the webview database

Solution

In order to resolve this issue, make sure that the ODBC connection for the WebView DB is pointing to the correct hostname.

Related Information

Updated: Sep 15, 2011
Document ID: 111022