This document describes why an error occurs when you attempt to run a
real time report, and provides possible solutions in a Cisco IP Contact Center
(IPCC) Express environment.
Cisco recommends that you have knowledge of these topics:
The information in this document is based on these software and
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.
Technical Tips Conventions for more information on document
When you attempt to run a real time report from the Customer Response
Application (CRA) Administration web page (see Figure
1), the report fails, and this error message appears:
Figure 1 – Run a Real Time Report from the CRA Administration Web
Unable to connect to the server
This error can occur due to one of these reasons:
The proxy server setting on the browser impedes the original Remote
Method Invocation (RMI) communication.
Either the Response Time Reporter (RTR) subsystem or the database
subsystem is not running.
The Network Interface Card (NIC) binding order is
This section provides step-by-step procedures to rectify the problem,
depending on the cause.
You can turn off the proxy server setting for the browser to solve this
problem. Complete these steps:
Open an Internet Explorer browser window.
Select Tools > Internet Options.
The Internet Options dialog box appears.
Click the Connections tab (see Figure 2).
Click LAN Settings.
Figure 2 – The Internet Options Dialog
The Local Area Network (LAN) Settings dialog box
Figure 3 – Local Area Network Settings
Uncheck the Use a proxy server for your LAN check
box in the Proxy server section (see Figure
Click OK twice.
If the error occurs because the RTR subsystem or the database subsystem
is not running, you must start the relevant subsystem in order to solve the
issue. Complete these steps:
Select System > Engine from the CRA
Verify whether both the RTR and database subsystems are in
If either of the subsystems is not running, start the
When the CRS server that runs Voice over IP (VoIP) monitor has two NICs
installed, ensure that:
If the error message appears due to incorrect NIC binding order,
complete these steps in order to modify the NIC binding order:
Click Start > Settings.
Right-click Network and Dial-up Connections, and
select Open from the shortcut menu.
The Network and Dial-up Connections window appears (see
Select Advanced > Advanced
Figure 4 – Network and Dial-up
The Advanced Settings dialog box appears:
Figure 5 – Advanced Settings
Select Local Area Connections 2 in the
Click the Move Up button (see Figure 5).
Click OK to implement the change.
The new NIC binding order now appears:
Figure 6 – New NIC Binding Order
Note: If the previous solutions do not resolve the issue, restart the
CRS Node Manager from Windows services as a
On a newly installed HDS/webview server, unable to get data in the
webview report. The issue is only for real-time Agent reports.
Checked the Peripheral Configuration from the configuration manager and
found that the new HDS was not added to the Agent Distribution (list of Admin
Workstations that will receive Agent reports).
Added the new Admin Workstations (AWs) site name to the distribution
list. This resolved the issue.
Unable to start the Apache service. This error message is received in
the std.out log: Can't load
This issue is caused because the server.xml was
missing inside the C:\icm\tomcat\conf folder. In order to
resolve the issue, complete this workaround:
Create a copy of the server.xml.custom file from
the C:\icm\tomcat\conf folder.
Rename that file as
Start the Apache service.
After this the Re-skill page is loaded