This document contains frequently asked questions regarding common
problems encountered with the Cisco CallManager Call Detail Records (CDR) and
the Administrator Reporting Tool (ART).
Note: The information provided in this document is based on Cisco
What is the default or initial CDR username and
A. The default or initial username for the CDR Analysis and Reporting tool
is admin, and the default password is also
ART has stopped recording, and I receive an error message. How can I
resolve this problem?
A. ART can cease to record for several reasons. These are possible causes
Ensure that the ART scheduler service is running and CDR is enabled,
along with the CDR Loader in the CDR Analysis and Reporting (CAR) tool. For
more information on this, refer to the "Configuring CDR Service Parameters"
Analysis and Reporting.
If the ART scheduler service is not installed in Start >
Programs > Admin Tools > Services, follow these steps to install
Open a DOS window and follow this path:
Run a dir command and verify that there
is a file called wrapper.properties.
Enter ART_Scheduler_Service.exe -i ART_Scheduler_Service
Issue the -net start
ART_Scheduler_Service command to start this
Verify that you can see the ART scheduler service in the Services
window under Admin Tool >
It is possible that there is broken Open DataBase Connectivity
(ODBC). If this is the case, manually test the ART delivery status
notifications (DSNs). Follow these steps to do so:
Open Settings > Control Panel > Administrative Tools
> Data Sources (ODBC).
Select System DSN from the ODBC Data Source
Select ART System Data Source and click
Select Next repeatedly (do not make any changes in
the settings), until the final window appears with the option to Test
Click Test Data Source... and ensure the message
TESTS COMPLETED SUCCESSFULLY!
Click OK and then cancel all the windows, which
leaves only the ODBC Data Source Administrator window open.
Repeat steps 3 through 6 with ARTCCM1 and
What is a globalCallId_ClusterId ?
A. In Cisco CallManager, globalCallId_ClusterId specifies
a unique ID that identifies a cluster of Cisco CallManagers. These fields make
up this unique key: GlobalCallId_ClusterId + GlobalCallId_CMId +
GlobalCallId_CallId. This parameter is embedded in the Cisco CallManager call
processing code and should not be modified either within the CallManager itself
or in the SQL database table as a parameter/attribute.
How can I manually purge the ART database?
A. In order to manually purge the ART database, first run these ART table
purge queries from the Structured Query Language (SQL) Analyzer, and select the
database named "art":
delete from Tbl_Load_History
delete from Tbl_Dump_PkID
delete from Tbl_Error_Id_Map
delete from Tbl_Billing_Data
delete from Tbl_Billing_Error
delete from Tbl_Dump_CallDetailRecord
Restart the ART scheduler (Cisco CDR Analysis and Reporting (CAR)
scheduler) service. Ideally, it begins to load CDRs as per your CDR load
Note: It is advisable to perform this process after hours, so that it does
not impact normal call processing. Based on the number of CDRs and the CDR load
settings, it can take some time and some number of CDR load cycles to
completely load all the CDRs.
How do I resolve the "Data is not available for the date range selected"
A. This error can result from these situations:
CDR is not enabled properly.
Data is not synchronized between the CDR and ART
The Comments column of the
CallDetailRecord table has data that exceeds 256
In order to find out which issue is responsible for the problem and the
appropriate workaround, refer to
is Absent in Reports Created by the CAR Tool.
How are calls classified?
A. Call classification is done by ART. Calls must be classified in this
If no configured gateways are found, classify the call as
If both the origination and destination devices are gateways,
classify the call as tandem.
If both the origination and destination devices are not gateways,
classify the call as internal.
If only the origination device is a gateway, classify the call as
If only the destination device is a gateway, the call is an outgoing
call. Classify the outgoing call as per the dial plan
In "Quality of Service (QoS) based on Gateway" in ART, why are the
origination Call Management Record (CMR) fields empty for
A. CMRs are supported only for IP phones and Media Gateway Control
Protocol (MGCP) devices and gateways in Cisco CallManager, which is why CMR
values are not seen for H.323 gateways.
Is there a list of useful logs and traces for Techinal Support to
A. These logs and traces are helpful:
Other files that can be useful are the CDRinsert, Database Layer (DBL),
and Cisco CallManager and Sychronous Data Link (SDL) traces.
For more information on how to set up traces, refer to
Up Cisco CallManager Traces for Cisco Technical Support.
What are the most current bugs related to the CDR Analysis and Reporting
A. These are the most current and relevant Cisco bug IDs and the issues
addressed by each:
How do I troubleshoot the Customer KErrorNotCDRPrimary -
Insert CDR service is being run on a server that is not CDR
primary error message?
A. This error message occurs if you run the CDR Insert service on servers
other than the publisher. In order to resolve this issue, make sure to
de-activate the CDR Insert service on all nodes except the publisher server.
How do I troubleshoot the Error 1069: The service did not
start due to a logon failure CDR error
A. This error message might appear when the CDR is assigned a different
service account login and password than the other built-in service accounts. In
order to resolve the issue, you can use the
Utility to synchronize all the core service passwords throughout the
cluster. If this does not solve the issue, you need to reinstall the CDR
Note: The Admin Utility works best when you select all of the service
accounts for password reset. It is recommended to do the procedure during
off-peak hours because the utility will restart all of the services.
How do I troubleshoot the The machine on which CAR is
being installed is not a publisher error message in the CAR
install log when trying to install the CAR plug-in on a Cisco CallManager
A. In order to resolve this issue, make sure that:
The server name is the same in the database and in the
The server name does not contain an underscore. The usage of the
underscore character in NetBIOS names is not recommended, as some SQL stored
procedures use the character to prepend or append part of their queries.
The replication works fine between the Publisher and the Subscriber
server. If the replication is broken between Publisher and Subscriber, then you
will receive an error stating the CDR/CAR is not able to recognize the
Publisher server even if we are installing it on a Publisher server. You need
in order to re-establish the broken
How do I troubleshoot the Too much data and it will be
truncated error message when running a CAR
A. There is a limit for the PDF and CSV reports in the CDR. The limit is
5000 records for the PDF report and 20,000 records for the CSV report. If the
number of records exceeds these values, you will receive the Too
much data and it will be truncated error message.
How do I troubleshoot the HTTP status 500 - Internal
Server Error error message while I access the CAR
A. If you receive the HTTP status 500 - Internal Server
Error error message while you access the CAR reports, you need
to restart the Cisco Tomcat Service from
Start > Programs >
Administrative Tools > Services in order
to resolve the issue.
Note: This issue can also occur when you try to add the CDR server to the
Unified Communications Manager cluster with an server. In this case, if you
start the server, it resolves the issue.
The CDR reports show undefined_user as the
phone login for all originating calls. How do I troubleshoot this
A. With Cisco Callmanager 5.x, the Owner User ID field in
the User Configuration page is used in order to
link the extension to the user in the CDR. You must have a device/phone with
the Owner User ID field populated, or
undefined_user appears as the phone login in the
CDR reports. Make sure the Owner User ID field of your
device/phone is populated. If not, configure the phone with this field
populated, and run the CDR report again.
How do I prevent excessive growth of the CDR and ART
A. In order to prevent the excessive growth of the CDR database, you can
go to CCMAdmin > Service Parameters,
select Cisco Database Layer Monitor as the service and set the
Max CDR Records. Also, on CAR you can use the automatic purge
for CDR and CAR which always deletes records that are of certain age.
Note: The difference between the growth restriction from SQL and the
settings within CAR is that if size is restricted from SQL, new records cannot
be added to the database, while if you purge old records with CAR, it deletes
old records and always allows new records on the database.
Why does CDR not send reports through email and display error
A. In order to resolve this issue, make sure that:
Company Name is entered under System> System Parameters>System
You can ping the Mail Server from the Cisco
The Mail Domain field under Mail Parameters is not
The Mail ID is added without the domain
How do I troubleshoot when the CDR tool does not appear on the Cisco
Unified Communication Manager Serviceability page?
A. In order to resolve this issue, you need to activate the CAR
Web Service from the Cisco Unified Communication Manager
Serviceability page. Complete these steps:
On the Cisco Unified Communication Manager Serviceability page,
choose Tools > Service
Under the CDR services, check the CAR Web Service
checkbox in order to activate it.
When I view the QoS Detail reports, I receive NA for the orig QoS and
Dest QoS and CMR reports do not show anything in the Delay, Jitter, and packet
loss columns. How do I solve this issue?
A. In order to resolve this issue, complete these steps:
Go to the CDR page.
Choose System > Scheduler
> CDR Load.
Uncheck the Load CDR Only check box.
The FAC Code is missing from the CDR output. What should I
A. If the FAC Code is missing from the CDR output, enable the
Display FAC in CDR parameter in the CCM Service
CDR files are not transferred to the billing server with FTP. How can I
troubleshoot this issue?
A. In order to resolve this, restart these services:
Database Layer Monitor
RIS Data collector