Cisco Unified Intelligent Contact Management Enterprise

Document ID: 66230

Contents

Introduction
Prerequisites
      Requirements
      Components Used
      Conventions
Problem
Cause
Solution 1
Solution 2
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Introduction

This document describes one reason why WebView historical reports contain no data, and provides a solution.

The statistics appear with all zeros on the Cisco Intelligent Contact Management (ICM) WebView report system in a Cisco IP Contact Center (IPCC) Enterprise environment.

Prerequisites

Requirements

Cisco recommends that you have knowledge of these topics:

• Cisco ICM

• Cisco WebView

Components Used

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

• Cisco ICM version 6.x

• Cisco WebView version 6.x

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.

Conventions

Refer to Cisco Technical Tips Conventions for more information on document conventions.

Problem

WebView historical reports contain no data. The statistics appear with all zeros. See Figure 1 for an example. However, real-time WebView reports do not have any problems, and display current and correct data.

Cause

Corrupt table views on the Historical Data Server (HDS) cause the statistics to appear with zeros in WebView historical reports.

When you issue the sp_helptext Termination_Call_Detail SQL command on the Admin Workstation (AW), an error message appears (see Figure 2).

Solution 1

Complete these steps in order to solve the problem:

1. Run Update Version set CCMinor=0 on the AW.

2. Run Update Version set CCMinor=0 on the HDS.

3. Run Setup.exe on the AW.

4. Run sp_helptext Termination_Call_Detail (see arrow A in Figure 3). If this command fixes the problem, the result appears as shown in Figure 3.

   Figure 3 – Successful Run of sp helptext

   

Solution 2

Choose Program Files > Sybase > shared > PowerBuilder and open the file pbodbXXX.ini. Find this part:

[MSSQLSERVER_DATETIME]
; PBDateFmt='\'yyyy-mm-dd\''
PBDateFmt='\'yyyy-dd-mm\''
PBTimeFmt='\'hh:mm:ss\''
; PBDateTimeFmt='\'yyyy-mm-dd hh:mm:ss.fff\''
PBDateTimeFmt='\'yyyy-dd-mm hh:mm:ss.fff\''

Now, make some changes as in this example:

Note: You need to put ; in front of some lines and delete from some lines.

[MSSQLSERVER_DATETIME]
PBDateFmt='\'yyyy-mm-dd\''
; PBDateFmt='\'yyyy-dd-mm\''
PBTimeFmt='\'hh:mm:ss\''
PBDateTimeFmt='\'yyyy-mm-dd hh:mm:ss.fff\''
; PBDateTimeFmt='\'yyyy-dd-mm hh:mm:ss.fff\''

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