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.
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The information in this document is based on these software and hardware versions:
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.
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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 Page
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 incorrect.
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 Box
The Local Area Network (LAN) Settings dialog box appears: Figure 3 – Local Area Network Settings
Uncheck the Use a proxy server for your LAN check box in the Proxy server section (see Figure 3).
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 Administration page.
Verify whether both the RTR and database subsystems are in service.
If either of the subsystems is not running, start the subsystem.
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 Figure 4).
Select Advanced > Advanced Settings. Figure 4 – Network and Dial-up Connections
The Advanced Settings dialog box appears: Figure 5 – Advanced Settings
Select Local Area Connections 2 in the Connections section.
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 workaround.
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 server.xml
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 server.xml.
Start the Apache service.
After this the Re-skill page is loaded fine.