This document lists the frequently asked question related to historical
reports in a Cisco Customer Response Solutions (CRS) environment (version 3.1
Refer to the
Technical Tips Conventions for more information on document
How do I authorize users to view Historical Reports in
A. The Cisco CRS system historical databases reside on either the CRS
server or the Historical Report Database server. In order to manage the CRS
Historical Report databases:
Configure the maximum number of client and scheduler connections to
the historical databases.
Configure users for historical reports.
Purge historical data when the size of the databases approaches
Synchronize data on the CRS server databases and Historical Report
database server, if the Historical Report Database server is used to store
historical reporting data.
Import historical data from data files. These data files are
generated if the historical database is down and the number of new historical
records exceeds the cache.
You must be logged in to the CRS Administration in order to manage the
CRS historical reports database. Complete these steps in order to authorize
users to view historical reports in CRS:
Choose Tools > Historical
Reporting from the CRA Administration menu.
The Historical Reporting Configuration web page appears and
displays the Database Server Configuration area.
Click User Configuration, on the
Click User Configuration, on the Historical
Reporting Configuration navigation bar.
The User Configuration area appears and lists a maximum of 75 Cisco
Select the user you want to configure historical reporting for by
Enter the search criteria (such as a user name) in the
Enter Search Criteria text field and then choose the
appropriate user from the drop-down list.
Note: If more than 75 users are configured on Cisco CallManager, you
can use search to find users who are not displayed.
Select the user from the drop-down list.
Click Next. The User configuration for the user
In the Installed Reporting Packages list, select the reporting
package you want to configure for the user, and click
In order to remove reporting packages for the user, choose the
reporting package that you want to remove in the Selected Reporting Packages
list, and click <.
How do I troubleshoot the issue of not being able to log in to the
Historical Reporting application?
A. You are unable to log in to the Historical Reporting application and
receive these error messages:
Unable to establish connection to database. Check the
log file for error 5051
Failed to login to database. Ask your administrator
to check the database user id and password that is dynamically obtained from
the application server
Perform these steps in order to check the SQL Authentication mode on
the CRS server:
Go to Start > Programs >
Microsoft SQL Server > Enterprise
Go to Microsoft SQL Servers > SQL Server
and then choose Properties.
Click the Security tab.
Make sure that Windows Only is selected under
Authentication. If not, you need to change it to
Windows Only Authentication.
Next, perform these steps in order to check the permissions for the CRS
Historical Reporting user:
In the SQL Enterprise Manager, go to Microsoft SQL
Servers > SQL Server Group >
> Security >
In the right-hand pane, right-click CiscoHistRprtUsr
and choose Properties.
Go to the General tab and make sure the default
database is db_cra.
Go to the Database Access tab and make sure that the
db_cra database is checked and permits public
If the user is unable to log in to the Historical Reporting application
with the error message An error occurred while attempting to
communicate with web server. Check your user id and password and try
again, check these items:
Check that the user is authorized to view Historical Reports as
mentioned in the previous
If a proxy server is configured on the PC's web browser, this message
will be seen. Disable this, or create an exception for the CRS
A firewall or other security device could be blocking the
communication between the PC and the server. You may need to disable the
Windows Firewall or create an exception for the CRS Server.
For Cisco Unified Contact Center version 4.x and later, confirm that
you have enough Historical Reporting session licenses configured under
System > System Parameters. Scroll down
and look for Number of HR session licenses, and if the value
is zero or lesser than the required value, increase it. The number of HR
session licenses restricts the simultaneous access to the historical reporting.
You can also use this solution when you receive the error All
available licenses are in use by other client machines. Please try again later
and check the log file for error 5116 when running Historical
Note: Increasing the number may affect the performance of the server
when multiple users access Historical Reports at the same time.
How do I add or configure historical reporting for a particular
A. You can enable users configured on Cisco CallManager to use installed
CRA historical reporting packages.
Refer to the section
Users for Historical Reporting of
the Cisco CRA Historical Report Databases in order to configure.
How do I troubleshoot the issue of wrong time zone in the Historical
A. In order to resolve the issue, you need to set the
TimeZoneInformation registry table entry to the correct