There are two reporting options:
- Cisco Unified Intelligence Center Reporting
- Historical Reporting
You can enable only one reporting client at a time.
Enabling the Unified Intelligence Center (Unified IC) Reporting Client synchronizes all reporting users to the Unified Intelligence Center database. For more information on Unified IC, see Cisco Unified CCX Historical Reports User Guide release 9.0(1) available at http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_user_guide_list.html.
To configure Unified IC settings, see Cisco Unified CCX Administration Guide release 9.0(1) available at http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1846/products_installation_and_configuration_guides_list.html
You can use web browsers to administer the Unified CCX Engine
and your Unified CCX applications from any computer on the network.
You can use the Cisco Unified CCX Serviceability web interface
Start and stop the Unified CCX Engine
Monitor Unified CCX Engine activity
You can use the Cisco Unified CCX Administration web
Configure system parameters
View real-time and historical reports that include total system
activity and application statistics.
This chapter provides information on configuring the database
connection to facilitate historical reports and scheduling details for users.
The Unified CCX database is separate from the customer database. A
customer database needs to be purchased separately and stores basic client
information such as name, telephone, type, and so forth. In order to query a
database from an Unified CCX script, you need to have purchased premium
licensing. Refer to the
Cisco Unified CCX Compatibility Matrix for the list of
supported database servers.
The Unified CCX historical reports system is designed to
provide you with information about the call activities of your Unified CCX
system. With Unified CCX Historical Reports, you can perform the following
Easily access historical data
View, print, and save reports
Sort and filter reports
Send scheduled reports to a file or to a printer.
Export reports in a variety of formats, including Portable
Document Format (PDF), Microsoft Excel, Rich Text Format (RTF), Extensible
Markup Language (XML), and comma-separated values (CSVs).
Prepare custom reports using a variety of generally available
third-party applications that are designed to create reports from databases.
You cannot run historical reports using the web browser. The
historical reports client viewer is a stand-alone Windows-based application.
You must first download the plugin for client viewer from Unified CCX, install
it on a client machine (on a machine other than the Unified CCX server), and
then run reports from the client viewer. Refer to the Cisco Unified CCX
Historical Reports User Guide for more information.
Setting up Unified CCX for historical reporting consists of
Configuring limits for client/scheduler database connections
Specifying users who can use historical reporting
Defining purge configuration and scheduling
Verify that the Number of HR Session Licenses field (in the System
Parameters web page of the Unified CCX Administration GUI) is updated to
reflect the licensed value. This value cannot be greater than the number of
licensed Unified CCX seats. The default value is 0 for Unified CCX (Standard,
Enhanced, and Premium) and 5 for Unified IP IVR. Refer to the Historical
Reporting Configuration section in the Cisco Unified CCX Administration Guide
for detailed configuration information. Also refer to the Managing Cisco
Unified CCX Historical Reporting section in the Cisco Unified CCX Historical
Reports User Guide.
If the Number of HR Session Licenses field value remains at 0
(default), you may encounter a licensing error and you cannot login to the
Historical Reporting Client.