CRS Historical Reporting Client: Network Shared Printer Issue

Introduction

This document describes the issues that can be seen with network shared printers for the Cisco Unified Contact Center Express Historical Reporting Client.

Prerequisites

Requirements

Cisco recommends that you have knowledge of these topics:

• Cisco Unified Contact Center Express

• Cisco Unified Contact Center Express Historical Reporting Client

Components Used

The information in this document is based on these hardware and software versions.

• Cisco Unified Contact Center Express

• Cisco Unified Contact Center Express Historical Reporting Client

Conventions

For more information on document conventions, refer to Cisco Technical Tips Conventions.

Problem 1

On some network shared printer environments, the options for printing and sending a scheduled report to the printer do not work in Historical Reporting Client Report Viewer. The User Interface (UI) shows the status of printing the report, but nothing is printed on the printer. Also, the Could not start print job error message appears.

This issue is also documented in Cisco bug ID CSCta53308 (registered customers only) .

Solution

With Cisco Unified Contact Center Express 5.0(x) and later, a flag in the hrcConfig.ini can be used to resolve this problem. Complete these steps in order to allow printing to a network shared printer:

1. From the workstation that hosts the Historical Reporting Client, open C:\Program Files\Cisco CRS Historical Reports\hrcConfig.ini.

2. Once the hrConfig.ini file opens, locate and set the flag 'UseSharedMemory=1'. Save and close the file.

   Note: Set UseSharedMemory to 1 to use the Shared Memory model and 0 not to use the Shared Memory model (default).

3. Reboot the workstation.

4. Print to the network printers from this workstation to test.

If you have issues with printing custom reports, complete these steps:

1. From the workstation that hosts the Historical Reporting Client, navigate to C:\Program Files\Cisco UCCX Historical Reports and edit the hrcConfig.ini file with any text editor.

   Note: Make sure the scheduler is stopped and the Historical Reporting Client is not running before you make the changes.

2. Set the showUserNameOnReport=1 to showUserNameOnReport=0 in order to show the username on the report.

   Note: If you use showUserNameOnReport=0 you will not have the name of the person who generated the reports, both canned and custom. If you need that information on the reports, the workaround is to add the @$UserName label in your custom report.

3. Save and close the file.

Problem 2

With Cisco Unified Contact Center Express 8.0, you cannot print to the network printer in Historical Reporting Client even though all other print jobs work fine. Also, the Could not start print job error message appears.

Solution

The only workaround is to save the report to the PC, then open in a PDF viewer and print from there. This issue is documented in Cisco bug ID CSCtn20575 (registered customers only) .

Related Information

• Cisco CRS Historical Reports User Guide
• Voice and Unified Communications Support
• Technical Support & Documentation - Cisco Systems