The Tools Menu [Cisco Unified Contact Center Express]

Alarm Definition—Choose this option to use the alarm catalog to find information about an alarm message name.
Plug-ins—Choose this option to download plug-ins that you can use to enhance the CRA Engine.
Real-time Reporting—Choose this option to generate reports that provide detailed information about the status of your CRA system.
Real-time Snapshot Config—Choose this option to configure the CRA database connection to a wallboard display.
Historical Reporting—Choose this option to perform Historical Reporting tasks, including configuring the database server, synchronizing data, configuring users, installing client software, and purging your database.
Prompt Management—Choose this option to display, modify, or delete existing prompts and to add new prompts.
Spoken Name Upload—Choose this option to upload .wav files of the spoken names of users, so that CRA applications can uses the .wav files as part of prompts.
User Maintenance—Choose this option to assign access levels to administrators and supervisors.
Troubleshooting Tips—Choose this option to search the troubleshooting database for suggestions on how to solve problems that may arise in the performance of your CRA system.

This chapter includes the following sections:

The Alarm Definition Menu Option
The Plug-ins Menu Option
The Real-time Reporting Menu Option
The Real-time Snapshot Config Menu Option
The Historical Reporting Menu Option
The Prompt Management Menu Option
The Spoken Name Upload Menu Option
The User Maintenance Menu Option
The Troubleshooting Tips Menu Option

The Alarm Definition Menu Option

The Cisco CRA Engine maintains a list of alarm catalogs, each of which contains a list of alarms and alarm definitions. Each alarm definition includes the alarm name, a description, an explanation, recommended actions, and related information.

Use the Alarm Definitions web page to find information about an alarm message name.

Choose Tools > Alarm Definition from the CRA Administration menu bar to search for alarm definitions. The Alarm Definitions web page opens. (See Figure 18-1 ).

Figure 18-1 Alarm Definitions Web Page

Table 18-1 describes the fields of the Alarm Definitions web page.

Table 18-1 Alarm Definitions Web Page Options

Field or Drop-Down Menu Heading	Description
Catalog	Catalog of alarm message names.
Enter Alarm Name	Alarm message name for which you want to locate a stored alarm file.

Table 18-2 describes the button on the Alarm Definitions web page.

Table 18-2 Alarm Definitions Web Page Button

Button	Description
Search	Click to locate the stored alarm file.

For more information on Alarms and Alarm definitions, please see the Cisco Customer Response Applications Serviceability Guide.

The Plug-ins Menu Option

The CRA system employs software components called plug-ins that you can use to enhance the CRA Engine.

Choose Tools > Plug-ins from the CRA Administration menu bar to display a list of these plug-ins. The Plug-ins web page opens. (See Figure 18-2 .)

Use the Plug-ins web page to download plug-ins.

Figure 18-2 Plug-ins Web Page

The Plug-ins web page contains one or more of the following hyperlinks (depending on the Cisco CRA package you have purchased):

Cisco CRA Editor—Click this hyperlink to install the client-side Cisco CRA Editor. For more information, see the Cisco Customer Response Applications Developer Guide.
Cisco Desktop Product Suite—Click this hyperlink to install Cisco Desktop Administrator, Supervisor Desktop, or Agent Desktop. For more information, see Cisco Customer Response Applications Supervisor Desktop Plug-in Tasks and Cisco Customer Response Applications Agent Desktop Plug-in Tasks.
Cisco CRA Historical Reports—Click this hyperlink to install client-side historical reporting. For more information, see Cisco Customer Response Applications Historical Reports User Guide.

Note If you will use Cisco Historical Reporting, the Cisco CRA Historical Reports client system must be same version as the CRA system.

Cisco CRA SDK—Click this hyperlink to install Cisco CRA SDK.

The Real-time Reporting Menu Option

The Real-time Reporting tool is a Java applet that you can use to generate a variety of reports that provide detailed information about the status of your CRA system.

Choose Tools > Real Time Reporting from the CRA Administration menu bar to generate real-time reports. The Application Reporting web page opens. (See Figure 18-3 .)

Use the Application Reporting web page to access the Real-time Reporting tool.

Figure 18-3 Application Reporting Web Page

Note Real-time Reporting requires the Java plug-in. If the Java plug-in is not already installed on the PC on which you are viewing the reports, the CRA system will automatically install it when you choose Tools > Real Time Reporting.

The Application Reporting web page is a stand-alone component of the CRA Administration interface. It has its own menu bar, which replaces the CRA Administration menu bar.

The Application Reporting menu bar contains the following menu options:

Report—Choose this option to display a list of available top-level reports.
Tools—Choose this option to reset all the statistics and to display a report that is optimized for printing.
Views—Choose this option to specify which view of reports you receive.
Settings—Choose this option to set the look and feel of the Real-time Reporting client, set the polling (refresh) interval times, and set the amount of times the server will attempt to reconnect.
Help—Choose this option to display system information and to access Cisco CRA online help.

This section contains the following topics:

The Report Menu
The Tools Menu
The Views Menu
The Settings Menu
The Help Menu

The Report Menu

The Report menu gives you access to a variety of top-level reports:

Note All real-time reports display a "Last Updated At" field, which indicates the time of the snapshot. All summary reports display both a start time (which indicates when the summary statistics started being collected) and the current time.

This section contains the following topics:

The Contacts Summary Menu Option

Choose Reports > Contacts Summary from the Application Reporting menu bar to access the Contacts Summary web page. (See Figure 18-4 .)

Use the Contacts Summary web page to view specific contact information for call contacts, e-mail contacts, HTTP contacts, and total number of contacts.

Figure 18-4 Contacts Summary Web Page

Table 18-3 describes the information provided on the Contacts Summary web page.

Table 18-3 Contact Summary Web Page Rows

Row Heading	Description
Active	Active contacts that are currently running.
Inbound	Number of inbound contacts since the statistics were last reset.
Outbound	Number of outbound contacts since the statistics were last reset.
Connected	Number of connected contacts since the statistics were last reset. This row reports contacts that are connected to resources (for example, a call connected to an ACD¹ agent).
Terminated	Number of terminated contacts since the statistics were last reset. This row reports contacts that are ended normally by the application (for example, a caller hangs up and the application terminates).
Rejected	Number of rejected contacts since the statistics were last reset. This row reports contacts that are not accepted and/or processed (as a result, for example, of insufficient resources or the rejection of the contact based on some customer-defined logic).
Aborted	Number of aborted contacts since the statistics were last reset. This row reports contacts improperly ended by a task associated with the application (as when, for example, the system generates an exception or can not invoke the application because of some error in the application).
Handled	Number of handled contacts since the statistics were last reset. This row reports contacts that are explicitly marked "Handled" by the application (typically when the application connects the contact to an ICD² agent).
Abandoned	Number of abandoned contacts since the statistics were last reset. This row reports contacts that end without being marked "Handled" by the application.

1ACD = Automatic Contact Distribution

2ICD = Integrated Contact Distribution

The Application Tasks Summary Menu Option

Choose Reports > Application Tasks Summary from the Application Reporting menu bar to access the Application Tasks Summary web page. (See Figure 18-5 .)

Use the Application Tasks Summary web page to displays statistics that summarize the activity of specific applications.

Figure 18-5 Application Tasks Summary Web Page

Table 18-4 describes the information provided on the Application Tasks Summary web page.

Table 18-4 Applications Tasks Summary Web Page Columns

Column Heading	Description
Application Name	Names of the applications that are running or have run.
Running	Currently running applications.
Completed	Applications that have stopped running.
Total	Number of times a given application was invoked since the statistics were last reset.

The Application Tasks Menu Option

Choose Reports > Application Tasks from the Application Reporting menu bar to access the Application Tasks web page. (See Figure 18-6 .)

Use the Application Tasks web page to view information about currently active applications.

Figure 18-6 Application Tasks Web Page

Table 18-5 describes the information provided on the Application Tasks web page.

Table 18-5 Application Tasks Web Page Columns

Column Heading	Description
ID	Unique application task ID.
Application	Name of the application.
Start Time	Time when the application task started.
Duration	Length of time that the application has been active.

Note If this report indicates that an application is running for a unusually long time, there may be a problem with the application. The application's script may not include error handling that prevents infinite retries if a call is longer present. If the application does not receive a disconnect signal after a call, the application repeatedly retries to locate the call, and causes the application to run for an unusually long time. To prevent this problem, include the proper error handling in the application script.

The Engine Tasks Menu Option

Choose Reports > Engine Tasks from the Application Reporting menu bar to access the Engine Tasks web page. (See Figure 18-7 .)

Use the Engine Tasks web page to view information about currently active Engine tasks.

Figure 18-7 Engine Tasks Web Page

Table 18-6 describes the information provided on the Engine Tasks web page.

Table 18-6 Engine Tasks Web Page Columns

Column Heading	Description
ID	Unique identifier of the engine task. If the engine task is the main task running the application and the parent ID is empty, its identifier will match the Application Task Identifier.
Parent ID	ID of the parent of the engine task (if any).
Script	Name of the script that is running the task (if the task is running a Cisco CRA script).
Start Time	Time that the task started.
Duration	Length of time the task has been active.

The Contacts Menu Option

Choose Reports > Contacts from the Application Reporting menu bar to access the Contacts web page. (See Figure 18-8 .)

Use the Contacts web page to view information for all the active contacts.

Figure 18-8 Contacts Web Page

Table 18-7 describes the information provided on the Contacts web page.

Table 18-7 Contacts Web Page Columns

Column Heading	Description
Contact ID	Unique identifier used to represent this contact in this CRA server.
Contact Type	Type of contact: CallContact, EmailContact, or HttpContact.
Impl ID	Unique identifier provided by the particular type of contact. For example, for a call contact, this identifier would represent the Call Manager global call ID.
Start Time	Time stamp when the contact was created.
Duration	Length of time that the contact has been active.
Handled	If True, the contact has been handled; if False, the contact has not been handled.
Aborting	If True, the contact is being aborted with a default treatment; if False, the contact is not being aborted.
Application	Name of the application currently managing the contact.
Task	ID of the application task that is currently responsible for the contact.
Session	ID of the session currently managing the contact (if any).

You can access detailed information about specific contacts listed on the Contacts web page by performing one of the following procedures:

Accessing Detailed Call Contact Information
Accessing Detailed E-mail Contact Information
Accessing Detailed HTTP Contact Information

Note The information displayed is dependent on the type of contact selected. Depending on the type of call, some fields may not be supported and will appear blank.

Accessing Detailed Call Contact Information

Right-click a specific call contact record in the Contacts web page to access the Call Contacts Detailed Info web page, which displays information for that specific record. (See Figure 18-9 .)

Use the Call Contacts Detailed Info web page to view all information related to the call contact.

Figure 18-9 Call Contacts Detailed Info Web Page

Table 18-8 describes the information provided on the Call Contacts Detailed Info web page.

Table 18-8 Call Contacts Detailed Info Web Page Rows

Heading	Description
State	Current state of the contact.
Inbound	If True, this call was received by the CRA server; if False, this call was placed as an outbound call by an application.
Language	The selected language context of the call.
Application ID	ID of the associated application.
Called Number	Called number for this call leg from the perspective of the called party.
Dialed Number	Dialed number for this call leg from the perspective of the calling party.
Calling Number	Calling number of the originator of this call.
ANI	Automatic number identification.
DNS	Dialed number identification service.
CLID	Caller ID.
Arrival Type	Information on how the call contact arrived in the system.
Last Redirected Number	Number from which the last call diversion or transfer was invoked.
Original Called Number	Originally called number.
Original Dialed Number	Originally dialed number.
ANI Digits	Automatic Number Identification information indicator digit codes.
CED	Entered digits that were gathered by the network before the call was received. Note Calls running ICM applications are also reported here.

Accessing Detailed E-mail Contact Information

Right-click a specific e-mail contact record in the Contacts web page to access the Email Detailed Info web page, which displays information for that specific record. (See Figure 18-10 .)

Use the Email Detailed Info web page to view all information related to the e-mail contact.

Figure 18-10 Email Detailed Info Web Page

Table 18-9 describes the information provided on the Email Detailed Info web page.

Table 18-9 Email Detailed Info Web Page Rows

Row Heading	Description
State	Current state of the contact.
Inbound	If True, this e-mail message was received by the CRA server; if False, this e-mail was created by an application. Note Inbound e-mails are not currently supported.
Language	Selected language context of the e-mail message.
Application ID	ID of the associated application.
From	Sender of this e-mail message.
To	All the recipients of this e-mail message.
Subject	"Subject" field of this e-mail message.
Attachments	List of all attachments (file names) associated with this e-mail message.

Accessing Detailed HTTP Contact Information

Right-click a specific HTTP contact record in the Contacts web page to access the HTTP Detailed Info web page, which displays information for that specific record. (See Figure 18-11 .)

Use the HTTP Detailed Info web page to view all information related to the HTTP contact.

Figure 18-11 HTTP Detailed Info Web Page

Table 18-10 describes the information provided on the HTTP Detailed Info web page.

Table 18-10 HTTP Detailed Info Web Page Rows

Row Heading	Description
State	Current state of the contact.
Inbound	If True, this HTTP request was received by the CRA server; if False, this HTTP request was created by an application. Note This information will always be reported as True, because the CRA server does not currently track outbound HTTP requests in this way.
Language	Language currently associated with the HTTP request.
Application ID	ID of the associated application.
Authentication Type	Name of the authentication scheme used to protect the servlet; for example, "BASIC" or "SSL."
Character Encoding	Length, in bytes, of the request body, which is made available by the input stream, or -1 if the length is not known. Note This length is the same as the value of the CGI¹ variable CONTENT_LENGTH.
Content Length	MIME type of the body of the request, or null if the type is not known. Note This is the same as the value of the CGI variable CONTENT_TYPE.
Content Type	Type of the Http contact request.
Request Language	Preferred language for client content (the language that the client accepts for its content), based on the Accept-Language header.
Path Info	Any extra path information associated with the URL the client sent when the HTTP request was made.
Protocol	Name and version of the protocol the request uses in the form: protocol/majorVersion.minorVersion; for example, HTTP/1.1 Note This value is the same as the value of the CGI variable SERVER_PROTOCOL.
Remote Address	IP address of the client that sent the request Note This value is the same as the value of the CGI variable REMOTE_ADDR.
Remote Host	Fully qualified name of the client that sent the request, or the IP address of the client, if the name cannot be determined Note This value is the same as the value of the CGI variable REMOTE_HOST.
Remote User	Login of the user making this request, if the user has been authenticated.
Requested Session ID	HTTP session ID as specified by the client.
Request URL	Section of the URL of the HTTP request, from the protocol name up to the query string in the first line of the HTTP request.

1CGI = Common Gateway Interface

The Applications Menu Option

Choose Reports > Applications from the Application Reporting menu bar to access the Applications web page. (See Figure 18-12 .)

Use the Applications web page to view all the applications loaded on the server.

Figure 18-12 Applications Web Page

Table 18-11 describes the information provided on the Applications web page.

Table 18-11 Applications Web Page Columns

Column Name	Description
Name	Unique name of the currently loaded application.
ID	Application ID.
Type	Type of application that is currently running (for example, a Cisco Script Application).
Description	Description of the application as entered on the CRA Administration web site.
Enabled	If True, the application is enabled; if False, the application is disabled.
Max. Sessions	Maximum number of simultaneous task instances that can run simultaneously on the CRA server.
Valid	If True, the application is valid; if False, the application is invalid.¹

1An application is valid if it was successfully loaded and initialized from its configuration. At any time, an application can become invalid if it internally fails to be refreshed.

The Sessions Menu Option

Choose Reports > Sessions from the Application Reporting menu bar to access the Sessions web page. (See Figure 18-13 .)

Use the Sessions web page to view real-time information on all the active sessions.

Figure 18-13 Sessions Web Page

Table 18-12 describes the information provided on the Sessions web page.

Table 18-12 Sessions Web Page Columns

Column Name	Description
ID	Session ID. Note This identifier is guaranteed to remain unique for a period of 12 months. For more information, see the Cisco Customer Response Applications Historical Reports User Guide.
Mapping ID	User- or system-defined identifier that maps to this session.
Parent	Sessions that were created as a result of consult calls propagated in the system.
Creation Time	Creation time of the session.
State	Current state of the session. Note When marked IDLE, the session is subject to being "garbage collected" by the system after a specified period of time. In addition, a session is IN_USE if it still has a contact associated or a child session.
Idle Time	Length of time that the session has been idle.

The Datasource Usage Menu Option

Choose Reports > Data source Usage from the Application Reporting menu bar to access the Datasource Usage web page. (See Figure 18-14 .)

Use the Datasource Usage web page to view real-time information on all configured datasource names (DSNs).

Figure 18-14 Datasource Usage Web Page

Table 18-13 describes the information provided on the Datasource Usage web page.

Table 18-13 Datasource Usage Web Page Columns

Column Name	Description
Datasource Name	Name of the datasource, as configured through the CRA Administration web interface.
Available Connections	Number of connections available.
Busy Connections	Number of busy connections. Note Busy + available = Maximum number of connections configured.
Checkouts Granted	Number of times the database connections have been used up since the statistics were last reset.
Checkouts Denied	Number of times the Database connections have been denied since the statistics were last reset.

The Overall IP ICD Stats Menu Option

Choose Reports > Overall IP ICD Stats from the Application Reporting menu bar to access the Overall IP ICD Stats web page. (See Figure 18-15 .)

Use the Overall IP ICD Stats web page to view real-time ICD resource and call information.

Note ICD reports contain information for ICD calls, which are calls that have been queued in one or more CSQs. If a call is not queued (for example, the caller hangs up before being queued), the reports do not display data for that call.

Figure 18-15 Overall IP ICD Stats Web Page

Table 18-14 describes the information provided on the Overall IP ICD Stats web page.

Table 18-14 Overall IP ICD Stats Web Page Rows

Row Heading	Description
CSQs	Number of CSQs currently configured. If a CSQ is added or removed, this statistic reflects that change.
Logged-in Resources	Number of resources currently logged in.
Talking Resources	Number of resources currently talking.
Ready Resources	Number of resources currently ready.
Not Ready Resources	Number of resources currently not ready.
Total Contacts	Number of total ICD contacts that have arrived since the statistics were last reset. This includes contacts that are waiting, contacts connected to a resource, and contacts that have disconnected. If a resource transfers to or conferences with a route point, this value increases.
Contacts Waiting	Number of ICD contacts waiting to be connected to a resource. This column also displays how long the oldest contact in the queue has been waiting.
Contacts Handled	Number of ICD contacts that have been handled by a resource.
Contacts Abandoned	Number of ICD contacts that have arrived and disconnected before being connected to a resource.
Avg Talk Duration	Average duration that resources spend talking on ICD contacts. Talk duration starts when a contact first connects to a resource and ends when the contact disconnects from the last resource to which it was connected. Talk duration does not include hold time.
Avg Wait Duration	Average time contacts have waited to be connected to a resource. Wait begins when the contact is queued and ends when the contact stops waiting. Wait duration does not include hold time.
Longest Talk Duration	Longest talk duration of an ICD contact. Talk duration does not include hold time.
Longest Wait Duration	Longest wait for an ICD contact to be connected to a resource. Wait duration does not include hold time.

The CSQ IP ICD Stats Menu Option

Choose Reports > CSQ IP ICD Stats from the Application Reporting menu bar to access the CSQ IP ICD Stats web page. (See Figure 18-16 .)

Use the CSQ IP ICD Stats web page to view real-time ICD CSQ information.

Figure 18-16 CSQ IP ICD Stats Web Page

Table 18-15 describes the information provided on the CSQ IP ICD Stats web page.

Table 18-15 CSQ IP ICD Stats Web Page Columns

Column Name	Description
Name	Name of the CSQ.
Talking/ Ready Resources/ Not Ready Resources/ Logged-In Resources	Number of resources who are in the talking, ready, and not ready states, and the number of resources logged in for this CSQ. Values for the four items are separated by colons. Values are displayed in the same order that the items appear in the column heading.
Total Contacts	Number of total ICD contacts since the statistics were last reset for this CSQ.
Contacts Waiting	Number of ICD contacts waiting to be connected to a resource in this CSQ. This column also displays how long the oldest contact has been waiting.
Contacts Handled	Number of ICD contacts that have been handled by this CSQ.
Contacts Abandoned	Number of ICD contacts that have been abandoned by this CSQ.
Contacts Dequeued	Number of ICD contacts that have been dequeued from this CSQ.
Avg Talk Duration	Average time agents in this CSQ spend taking to ICD contacts .
Avg Wait Duration	Average time ICD contacts have waited to be connected to a resource in this CSQ. Wait begins when the contact is queued and ends when the contact stops waiting. Wait duration does not include hold time.
Longest Talk Duration	Longest time agents in this CSQ spend talking to ICD contacts.
Longest Wait Duration	Longest wait for a contact to be connected to a resource.

The Resource IP ICD Stats Menu Option

Choose Reports > Resource IP ICD Stats from the Application Reporting menu bar to access the Resource IP ICD Stats web page. (See Figure 18-17 .)

Use the Resource IP ICD Stats web page to view real-time ICD resource information.

Figure 18-17 Resource IP ICD Stats Web Page

Table 18-16 describes the information provided on the CSQ IP ICD Stats web page.

Table 18-16 Resource IP ICD Stats Web Page Columns

Column Name	Description
Name (ID)	Name (or ID) of the resource.
State	Current state of the resource.
Duration in State	Length of time the resource has remained in the current state.
Contacts Presented	Number of contacts that have been connected to this resource.
Contacts Handled	Number of contacts that have been handled by this resource.
Avg Talk Duration	Average time that this resource spends talking to ICD contacts.
Avg Hold Duration	Average time that the resource keeps ICD contacts on hold.
Longest Talk Duration	Longest time that this resource has spent talking to an ICD contact.
Longest Hold Duration	Longest time that this resource has placed an ICD call on hold.

The Tools Menu

The Tools menu gives you access to the following Application Reporting tools:

Reset All Stats—Choose this option to reset all statistics.
Open Printable Report—Choose this option to display a report that is optimized for printing.

This section contains the following topics:

The Reset All Stats Menu Option
The Open Printable Report Menu Option

The Reset All Stats Menu Option

Choose Tools > Reset All Statistics from the Application Reporting menu bar to reset all statistics. The CRA system resets all statistics.

Use the Reset All Stats option to reset all statistics accumulated since the last time the statistics were reset. It will not reset active statistics, such as active contacts, tasks, and so on.

Note The CRA system automatically resets all statistics each day at midnight.

The Open Printable Report Menu Option

With a report open, choose Tools > Open Printable Report from the Application Reporting menu bar to create a printable version of that report. The CRA system opens a printable version of the report in a new browser window. (See Figure 18-18 .)

Use the print functionality of your web browser to print the current report.

Figure 18-18 Printable Version of the Resource IP ICD Stats Web Page

The Views Menu

The Views menu allows you to access more detailed information for four reports: The Application Tasks report, the Contacts report, the Applications report, and the Sessions report.

Note For some reports, detailed information is also available by right-clicking a record in that report.

The Views menu contains different options, depending on the report you have chosen. Possible options are:

Contacts by Application Task ID—Choose this option to view contacts according to Application Task ID numbers.
Engine Tasks by Application Task ID—Choose this option to view Engine tasks according to Application Task ID numbers.
Detailed Info—Choose this option to view more detailed information on selected reports.
Application Tasks by Application Name—Choose this option to view application tasks by application name.
Contacts by Session ID—Choose this option to view contacts by session ID.

This section contains the following topics:

Application Tasks
Contacts
Applications
Sessions

Application Tasks

When you use the Views options with the Application Tasks reports, the Views menu contains the following options:

Contacts by Application Task ID
Engine Tasks by Application Task ID

Contacts by Application Task ID

This report displays the same report as the Contact report (see the "The Contacts Menu Option" section,) with the exception that the Contacts by Application Task ID report has been filtered using only the contact currently being managed by the selected application task.

Engine Tasks by Application Task ID

This report displays the same report as the Engine Task reports (see the "The Engine Tasks Menu Option" section,) except that the Engine Tasks by Application Task ID report has been filtered to display only the engine tasks that are associated with the application task.

Contacts

When you use the Views options with the Application Tasks reports, the Views menu contains only the Detailed Info option.

The Detailed Info option provides various detailed information, depending on the type of contact selected. For example, if the contact is a call, the Calling Party number, the Called Number, and so on, are displayed for that particular call.

For more information, please see the "Accessing Detailed Call Contact Information" section.

Applications

When you use the Views options with the Application reports, the Views menu contains only the Application Tasks by Application Name option.

The Application Task By Application Name report displays the same report as the Application Task report (see Application Tasks), except that the Application Task By Application Name report is filtered using only the active application tasks associated with this application.

Sessions

When you use the Views options with the Session reports, the Views menu contains the following options:

Contacts By Session ID
Detailed Info

Contacts By Session ID

This report displays the same report as the Contact report (see the "The Contacts Menu Option" section,) with the exception that the Contacts By Session ID report is filtered using only the contacts associated with the selected session.

Detailed Info

Detailed info displays the time the session was created and its current state.

The Settings Menu

The Settings menu of the Application Reporting menu bar allows you to adjust various settings of the Real Time Reporting tool.

The Settings menu contains the following menu options:

Options—Choose this option to set the polling (refresh) interval times and to set the amount of times the server will attempt to reconnect.
Window—Choose this option to display reports in colors based on your Windows settings.
Motif—Choose this option to display reports in purple and menu items in brown.
Metal—Choose this option to display reports in grey and menu items in black.

This section contains the following topic:

The Options Menu Option

The Options Menu Option

Choose Settings > Options to access the Options dialog box. Use the Options dialog box to set the polling (refresh) interval time, set the number of times the server will attempt to reconnect, and specify whether logged of agents appear in reports.Table 18-17 describes the fields in the Options dialog box.

Table 18-17 Options Dialog Box

Heading

Description

Polling Interval

Time between two requests to the server for new statistics by the client.

Server Connect Retry Count

The number of times that the CRA Administration web interface should attempt to reconnect to the CRA server.

Note If an error occurs, an Error dialog box opens to alert you that the server is not communicating with the web interface.

Show Logged Off Resources

Specifies whether logged off agents appear in reports.

The Help Menu

The Help menu allows you to view system information and to access Cisco CRA online help.

The Help menu contains the following two options:

About—Choose this option to display system information about the Real-time Reporting tool.
For This Page—Choose this option to display online help files for that report.

This section contains the following topics:

About
For This Page

About

Choose Help > About from the Application Reporting menu bar to display system information about the Real-time Reporting tool. The Application Reporting web page opens and displays the data host IP address and the data port number used by the Real-time Reporting tool. (See Figure 18-3 .)

For This Page

From a specific report, choose Help > For This Page from the Application Reporting menu bar to display online help files for that report.

A separate browser window opens, displaying the section of the online help files that refers to the specific report.

The Real-time Snapshot Config Menu Option

Many call centers use wallboards to display their real-time reporting status. Wallboards can display data such as available agents in CSQs, call volumes, talk times, wait times, and number of handled calls. You can enable the CRA system to write ICD real-time information to a database that can then be displayed on a wallboard.

Note You must purchase the wallboard separately, and configure and control it with its own wallboard software. Wallboard software and hardware are supported by the third-party wallboard vendors, not by Cisco.

You must install the wallboard software on a separate machine or desktop, not on the CRA server. During installation of your wallboard software, you will need to configure your wallboard software to access the CRA database. To do this, you need to assign a DSN, User ID, and password.

Choose Tools > Real Time Snapshot Config from the CRA Administration menu bar to access the Real-time Snapshot Writing Configuration for Wallboard web page. (See Figure 18-19 .)

Use the Real-time Snapshot Writing Configuration for Wallboard web page to enable the system to write data to the wallboard system.

Figure 18-19 Real-time Snapshot Writing Configuration for Wallboard Web Page

Table 18-18 describes the fields in the Real-time Snapshot Writing Configuration for Wallboard web page.

Table 18-18 Real-time Snapshot Configuration Fields

Field	Description
Data Writing Enabled	If checked, the system writes the data to the database. If not checked, the system does not write the data to the database. The default is disabled.
Data Writing Interval	Sets the update interval.
ICD CSQs Summary	If checked, writes information about each CSQ to the RtCSQsSummary table in the CRA database. (See Table 18-19.)
ICD System Summary	If checked, writes overall ICD system summary to the RtICDStatistics table in the CRA database. (See Table 18-20 .)

Table 18-19 describes the information written to the RtCSQsSummary database table.

Table 18-19 RtCSQsSummary Table Fields

Field	Description
totalCSQs	Number of CSQs configured.
loggedInAgents	Number of logged-in agents.
talkingAgents	Number of agents in talking state.
workingAgents	Number of agents in work state.
reservedAgents	Number of agents in the reserved state.
inSessionAgents	Number of agents in session.
availableAgents	Number of available (Idle) agents.
unavailableAgents	Number of unavailable agents.
totalCalls	Total number of calls.
callsWaiting	Number of calls waiting.
callsHandled	Number of calls handled.
callsAbandoned	Number of calls abandoned.
startDateTime	Data collection starting time.
endDateTime	Last time this table data was updated.
convAvgTalkDuration	Average talk Duration in HH:MM:SS format.
convAvgWaitDuration	Average wait Duration in HH:MM:SS format.
convLongestTalkDuration	Longest talk Duration in HH:MM:SS format.
convLongestWaitDuration	Longest wait Duration in HH:MM:SS format.
convOldestContact	Oldest call in the queue in HH:MM:SS format.

Table 18-20 describes the information written to the RtICDStatistics database table.

Table 18-20 RtI CDStatistics Table Fields

Fields	Description
totalCSQs	Number of CSQs configured.
loggedInAgents	Number of logged-in agents.
talkingAgents	Number of agents in talking state.
workingAgents	Number of agents in work state.
reservedAgents	Number of agents in the reserved state.
inSessionAgents	Number of agents in session.
availableAgents	Number of available (Idle) agents.
unavailableAgents	Number of unavailable agents.
totalCalls	Total number of calls.
callsWaiting	Number of calls waiting.
callsHandled	Number of calls handled.
callsAbandoned	Number of calls abandoned.
startDateTime	Data collection starting time.
endDateTime	Last time this table data was updated.
convAvgTalkDuration	Average talk Duration in HH:MM:SS format.
convAvgWaitDuration	Average wait Duration in HH:MM:SS format.
convLongestTalkDuration	Longest talk Duration in HH:MM:SS format.
convLongestWaitDuration	Longest wait Duration in HH:MM:SS format.
convOldestContact	Oldest call in the queue in HH:MM:SS format.

The wallboard software must be installed on a separate machine or desktop, not on the CRA server. During installation of your wallboard software, you will need to configure your wallboard software to access the CRA database.

To do this, you need to create a system DSN (Data Source Name) on your Windows 2000 Professional or Windows 2000 server by performing the following procedure.

Procedure

Step 1 Go to Start> Programs > Administrative Tools > Data Sources (ODBC).

The OBDC Data Source Administrator window opens.

Step 2 Click the System DSN tab and click Add.

The Create New Data Source window opens.

Step 3 In the Create New Data Source window, choose a SQL Server driver and click Finish.

The first Create a New Data Source to SQL Server window opens.

Step 4 In the first Create a New Data Source to SQL Server window, perform the following tasks:

In the Name field, specify a name for this DSN (for example, Wallboard.)
In the Description field, enter a descriptive name.
In the Which SQL Server field, enter the CRA server IP address or system name.

Step 5 Click Finish.

The second Create a New Data Source to SQL Server window opens.

Step 6 In the second Create a New Data Source to SQL Server window, perform the following tasks:

Check the SQL server authentication button.
Use wallboardUser as login ID and password.

Step 7 Click Next.

The third Create a New Data Source to SQL Server window opens.

Step 8 In the third Create a New Data Source to SQL Server window, change the default database to db_cra and click Next.

The fourth Create a New Data Source to SQL Server window opens.

Step 9 In the fourth Create a New Data Source to SQL Server window, click Finish.

The ODBC Microsoft SQL Server window opens.

Step 10 In the ODBC Microsoft SQL Server window, click Test Data Source.

If the phrase "Test completed successfully" is returned, then click OK.

If the test is unsuccessful, return to the configuration sequence and fix any errors.

The Historical Reporting Menu Option

The Cisco CRA Historical Reporting subsystem provides you with a way to set up and manage the purging of the Historical Reporting databases.

Choose Tools > Historical Reporting from the CRA Administration menu bar to configure users and set up purging parameters for the Historical Reporting subsystem. The Historical Reporting Configuration web page opens.

Use the areas of the Historical Reporting Configuration web page to perform a variety of tasks, including configuring users, installing client software, and purging your database.

Note For additional information on Historical Reporting, refer to the Cisco Customer Response Applications Historical Reports User Guide.

The Historical Reporting Configuration navigation bar contains the following hyperlinks:

Database Configuration—Click this hyperlink to specify the maximum number of client and scheduler connections to the database server. If you have installed the Historical Reports Database server, you also specify the IP address of the that server.
User Configuration—Click this hyperlink to choose the user for which you want to configure the Historical Reports.
Purge Schedule—Click this hyperlink to set the purge schedule.
Purge Notification—Click this hyperlink to specify the e-mail addresses to which you want purge notification to be sent.
Purge Now—Click this hyperlink to manually purge data.
Synchronize Data—Click this hyperlink to enable and set the automatic data synchronization schedule and to manually synchronize data. Synchronizing data is necessary only if the Historical Reports Database server is installed.
This section contains the following topics:
The Database Configuration Hyperlink
The User Configuration Hyperlink
The Purge Schedule Hyperlink
The Purge Notification Hyperlink
The Purge Now Hyperlink

The Database Configuration Hyperlink

Click the Database Configuration hyperlink on the navigation bar of the Historical Reporting Configuration web page to open the Database Configuration area from any other area of the Historical Reporting Configuration web page.

(The Database Configuration area automatically opens in the Historical Reporting Configuration web page when you first choose the Historical Reporting menu option from the Tools menu.)

Use the Database Configuration area to specify the maximum number of client and scheduler connections that can access the database server and, if the Historical Reports Database server is installed, to specify the IP address of that server.

This page also indicates the status of the Historical Reports Database server.

Table 18-21 shows the fields in the Database Configuration area of the Historical Reporting Configuration web page.

Table 18-21 Database Configuration Field

Field	Description
Historical Report DB Server	The IP Address of the database server.
Maximum DB Connections for Report Clients Sessions	The maximum number of client and scheduler connections that can access the Historical Reports Database server.

The changes take effect the next time that the CRA server is restarted.

Table 18-22 describes the buttons in the User Configuration for User area.

Table 18-22 Database Configuration for User Buttons

Button	Description
Update	Allow you to update the configuration information.

The User Configuration Hyperlink

Click the User Configuration hyperlink on the navigation bar of the Historical Reporting Configuration web page to return to the User Configuration area from any other area of the Historical Reporting Configuration web page.

Use the User Configuration area to choose the user for which you want to configure the purge information for the CRA Historical Reports system.

Table 18-23 shows the field in the User Configuration area of the Historical Reporting Configuration web page.

Table 18-23 User Configuration Field

Field	Description
Search	Enables you to search for a specific Cisco CallManager user. You can use the search feature to find a specific user if there are more than 75 users.
Select User	User for which you want to configure the Historical Reports. This list contains up to 75 Cisco CallManager user names.

When you choose a user and click the Next button, the User Configuration for User area opens.

Use the User Configuration for User area to select a reporting package for this user from the list of installed reporting packages.

Table 18-24 describes the fields in the User Configuration for User area.

Table 18-24 User Configuration for User Fields

Fields	Description
Installed Reporting Package	All installed reporting packages available for this CRA system.
Selected Reporting Package	All reporting packages that are selected for this user.

Table 18-25 describes the buttons in the User Configuration for User area.

Table 18-25 User Configuration for User Buttons

Button	Description
Arrow	Allows you to move a highlighted package from one list to the other, depending on the direction of the arrow.
Update	Allow you to update the configuration information.

The Purge Schedule Hyperlink

Click the Purge Schedule hyperlink on the navigation bar of the Historical Reporting Configuration web page to access the Purge Schedule area opens.

Use the Purge Schedule area of the Historical Reports Configuration web page to control the daily purge schedule and specify how long records should persist before the system purges them.

Table 18-26 describes the fields in the Purge Schedule area of the Historical Reporting Configuration web page.

Table 18-26 Purge Schedule Fields

Fields and Buttons	Description
Daily Purge at	Time of day for the daily purge.
Purge Data Older than N Months	Number of months data can persist before being purged.

Table 18-27 describes the button in the Purge Schedule area of the Historical Reporting Configuration web page.

Table 18-27 Purge Schedule Button

Name	Description
Update	Allows you to update the configuration information.

The Purge Notification Hyperlink

Click the Purge Notification hyperlink on the navigation bar of the Historical Reporting Configuration web page to configure purge notification information. The Purge Notification area opens.

Use the Purge Notification area of the Historical Reports Configuration web page to specify when and to whom purge notification should be sent.

Table 18-28 describes the fields in the Purge Notification area of the Historical Reporting Configuration web page.

Table 18-28 Purge Notification Fields

Fields	Description
Send Email Notifications To	Email address(es) where notification is sent.
Send Email Notification When Database Exceeds N % of maximum DB size.	Percentage of the maximum database size at which notification is sent.
Initiate Automatic Purge When Database Exceeds N % of maximum DB size.	Percentage of the maximum database size at which an automatic purge is initiated.
Auto Purge Data for the Oldest N Days	Age of data to be purged.

Table 18-29 describes the button in the Purge Notification area of the Historical Reporting Configuration web page.

Table 18-29 Purge Notification Button

Name	Description
Update	Allows you to update the configuration information.

The Purge Now Hyperlink

Click the Purge Now hyperlink on the navigation bar of the Historical Reporting Configuration web page to manually purge data. The Purge Now area opens.

Use the Purge Now area to manually purge data.

Note The Purge Now area automatically displays the percentage of 2048 MB that is currently being used.

Table 18-30 describes the field in the Purge Now area of the Historical Reporting Configuration web page.

Table 18-30 Purge Now Field

Fields	Description
Purge Data Older Than N Months	Age of the data to be purged.

Table 18-31 describes the button in the Purge Now area of the Historical Reporting Configuration web page.

Table 18-31 Purge Now Button

Name	Description
Purge Now	Allows you to purge the specified data.

The Synchronize Data Hyperlink

Click the Synchronize Data hyperlink on the navigation bar of the Historical Reporting Configuration web page to open the Synchronize Data area from any other area of the Historical Reporting Configuration web page.

Use the Synchronize area if the Historical Reports Database server is installed to enable automatic historical and ICD configuration data synchronization, set the schedule or automatic data synchronization, and manually synchronize data.

This area also displays the status of automatic historical and configuration data synchronization.

Table 18-32 shows the fields in the Synchronize Data area of the Historical Reporting Configuration web page.

Table 18-32 Synchronize Data Field

Field	Description
Enable Historical Data Synchronizer	Allows you to enable or disable automatic historical data synchronization.
Synchronize historical data from local to remote database at	Allows you to set the time at which to synchronize historical data.
Enable Configuration Data Synchronizer	Allows you to enable or disable automatic ICD configuration data synchronization.
Synchronize configuration data from local to remote database every	Allows you to set the number of minutes after which to synchronize configuration data.

Table 18-33 describes the buttons in the Synchronize Data area.

Table 18-33 Synchronize Data Buttons

Button	Description
Update	Allow you to update the configuration information.
Cancel	Allows you to cancel
Synchronize Now	Allows you to synchronize the data manually.

The Prompt Management Menu Option

Cisco CRA applications can use a wide variety of pre-recorded prompts to provide information to contacts and to elicit responses from contacts. The CRA system stores prompts in the repository. Prompts are managed by the Prompt Management tool of the CRA Administration web interface.

Choose Tools > Prompt Management from the CRA Administration menu bar to display, modify, or delete existing prompts and to add new prompts. The Prompt Management web page opens.

Use the Prompt Management web page to upload user prompts, delete prompts, or modify existing prompts stored on the CRA server or a network drive.

Table 18-34 describes the fields in the Prompt Management web page.

Table 18-34 Prompt Management Fields

Heading	Description
Language Directory	Location of the displayed prompts.
Codec	The codec chosen during installation for this CRA server. The codec cannot be changed in the CRA Administration web interface; it can only be changed through the installation process.
Name	Name of the prompt.
Length	File length (in bytes).
Delete	Allows you to deletes the prompt from the user repository of prompts.
Upload	Allows you to uploads a new version of this prompt.

Table 18-35 describes the buttons in the Prompt Management web page.

Table 18-35 Prompt Management Buttons

Name	Description
Create Folder	Displays a dialog box that lets you create a new folder.
Rename Folder	Displays a dialog box that lets you rename an existing folder.
Delete Folder	Displays a dialog box that lets you delete an existing folder and its contents.

The Prompt Management web page contains the following hyperlinks:

Add a New Prompt—Click this hyperlink to add a new prompt.
Delete—Click the Delete icon next to delete the existing folder.
Upload—Click the Upload icon to upload a new prompt.

This section contains the following topics:

The Add a New Prompt Hyperlink
Delete Icons
Upload Icons

The Add a New Prompt Hyperlink

Click the Add a New Prompt hyperlink to access the Prompt Upload dialog box opens.

Use the Prompt Upload dialog box to add new prompts to the repository.

Note For information on recording new prompts, see Recording a Prompt, page 7-12.

Table 18-36 describes the fields in the Add a New Prompt dialog box.

Table 18-36 Prompt Upload Dialog Box Fields

Heading	Description
Source File Name	Name of the .wav file that is the source file of the prompt.
Destination File Name	Name of the prompt you are adding.

Delete Icons

Click the Delete icon next to the name of any prompt displayed on the Manage Prompts web page to delete that prompt from the repository. A dialog box asks you to confirm the deletion. When you click OK, the CRA system deletes the selected script.

Use the Delete icon to delete prompts that are no longer used. When you delete a prompt, you permanently remove it from the repository and make it unavailable to the CRA system.

Upload Icons

Click the Upload icon next to the name of any prompt displayed on the Manage Prompts web page to upload a new prompt.

The Spoken Name Upload Menu Option

When a caller requests to be transferred to a specific extension, CRA applications can play back a recording of the spoken name of the person to whom the caller has called. These spoken name recordings are stored as .wav files and managed by the Spoken Name Upload tool of the CRA Administration web interface.

Choose Tools > Spoken Name Upload from the CRA Administration menu bar to upload these .wav files to a predetermined directory. The Spoken Name Prompt Upload web page opens.

Use the Spoken name Prompt Upload web page to upload spoken name .wav files.

The Spoken Name Prompt Upload web page also contains the Click Here for More Recording Information hyperlink, which displays a text file in your browser with more information on recording spoken name prompts.

Table 18-37 describes the fields in the Spoken Name Prompt Upload web page.

Table 18-37 Spoken Name Prompt Upload Web Page Fields

Field Heading	Description
User Id	User ID of the user for which the spoken name is to be uploaded.
Codec	The codec chosen during installation for this CRA server. The codec cannot be changed in the CRA Administration web interface; it can only be changed through the installation process.
Spoken Name (.wav)	Location of the .wav file.

The User Maintenance Menu Option

The User Maintenance menu option allows you to assign access levels to CRA system administrators and supervisors. Choose Tools > User Maintenance from the CRA Administration menu bar to assign administrative privileges to administrators and supervisors. The User Maintenance web page opens.

When you configure a CRA supervisor, you are configuring users who can access the CRA Supervisor web pages. You are not creating a supervisor for IP ICD.

Note Only Administrators can update the CRA system. You must select at least one Administrator, so that someone is available to perform updates.

Table 18-38 shows the fields of the User Maintenance web page.

Table 18-38 User Maintenance Options

List Box or Drop-Down Menu fields	Description
Search	Enables you to search for a specific Cisco CallManager user.
CRA Administrator/ Supervisor List Box	Stores the administrators and supervisors. Note The Supervisor option is included with ICD packages only.
CMUsers List Box	Lists all of the Cisco CallManager users who can be added as CRA supervisors or administrators. This list box contains a maximum of 75 user names. You can use the search feature to find a specific user if there are more than 75 users.
Group Drop-Down Menu	Adds a user as an administrator or as a supervisor.

The Troubleshooting Tips Menu Option

The CRA system provides the Troubleshooting Tips tool as a way for you to search the troubleshooting database for suggestions on how to solve problems that may arise in the performance of your CRA system.

Note For more information, refer to the Cisco Customer Response Applications Troubleshooting Guide.

Choose Tools > Troubleshooting Tips from the CRA Administration menu bar to search the CRA troubleshooting database for possible solutions to problems. The Troubleshooting Tips web page opens. (See Figure 18-20 .)

Figure 18-20 Troubleshooting Tips Web Page

The Troubleshooting Tips web page also contains the Cisco IP Telephony Technical Tips Website hyperlink, which links to the Cisco IP Telephony Technical Tips website.

Table 18-39 shows the fields in the Troubleshooting Tips web page.

Table 18-39 Troubleshooting Tips List Box and Drop-Down Arrow

List Box or Drop-Down Menu Fields

Description

Components

Restricts the search to a specific CRA component.

Note Selecting ALL will result in all components being searched for the problem keywords.

Enter Problem Keyword(s)

Searches the troubleshooting database for specific keywords.

Table of Contents

The Tools Menu

The Alarm Definition Menu Option

The Plug-ins Menu Option

The Real-time Reporting Menu Option

The Report Menu

The Contacts Summary Menu Option

The Application Tasks Summary Menu Option

The Application Tasks Menu Option

The Engine Tasks Menu Option

The Contacts Menu Option

Accessing Detailed Call Contact Information

Accessing Detailed E-mail Contact Information

Accessing Detailed HTTP Contact Information

The Applications Menu Option

The Sessions Menu Option

The Datasource Usage Menu Option

The Overall IP ICD Stats Menu Option

The CSQ IP ICD Stats Menu Option

The Resource IP ICD Stats Menu Option

The Tools Menu

The Reset All Stats Menu Option

The Open Printable Report Menu Option

The Views Menu

Application Tasks

Contacts by Application Task ID

Engine Tasks by Application Task ID

Contacts

Applications

Sessions

Contacts By Session ID

Detailed Info

The Settings Menu

The Options Menu Option

The Help Menu

About

For This Page

The Real-time Snapshot Config Menu Option

Procedure

The Historical Reporting Menu Option

The Database Configuration Hyperlink

Related Topics

The User Configuration Hyperlink

Related topic

The Purge Schedule Hyperlink

Related Topic

The Purge Notification Hyperlink

Related Topic

The Purge Now Hyperlink

Related Topic

The Synchronize Data Hyperlink

Related Topic

The Prompt Management Menu Option

The Add a New Prompt Hyperlink

Delete Icons

Upload Icons

The Spoken Name Upload Menu Option

Related Topic

The User Maintenance Menu Option

The Troubleshooting Tips Menu Option