Historical Reports for IPCC Express FAQ

Introduction

This document lists the frequently asked question related to historical reports in a Cisco Customer Response Solutions (CRS) environment (version 3.1 and later).

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

Q. How do I authorize users to view Historical Reports in CRS?

A. The Cisco CRS system historical databases reside on either the CRS server or the Historical Report Database server. In order to manage the CRS Historical Report databases:

• Configure the maximum number of client and scheduler connections to the historical databases.

• Configure users for historical reports.

• Purge historical data when the size of the databases approaches maximum capacity.

• Synchronize data on the CRS server databases and Historical Report database server, if the Historical Report Database server is used to store historical reporting data.

• Import historical data from data files. These data files are generated if the historical database is down and the number of new historical records exceeds the cache.

You must be logged in to the CRS Administration in order to manage the CRS historical reports database. Complete these steps in order to authorize users to view historical reports in CRS:

1. Choose Tools > Historical Reporting from the CRA Administration menu.

   

   The Historical Reporting Configuration web page appears and displays the Database Server Configuration area.
2. Click User Configuration, on the left.

   

3. Click User Configuration, on the Historical Reporting Configuration navigation bar. The User Configuration area appears and lists a maximum of 75 Cisco CallManager users.
4. Select the user you want to configure historical reporting for by either:
   1. Enter the search criteria (such as a user name) in the Enter Search Criteria text field and then choose the appropriate user from the drop-down list.

      Note: If more than 75 users are configured on Cisco CallManager, you can use search to find users who are not displayed.

   2. Select the user from the drop-down list.

      

5. Click Next. The User configuration for the user area appears.
6. In the Installed Reporting Packages list, select the reporting package you want to configure for the user, and click >.

   

7. In order to remove reporting packages for the user, choose the reporting package that you want to remove in the Selected Reporting Packages list, and click <.
8. Click Update.

Q. How do I troubleshoot the issue of not being able to log in to the Historical Reporting application?

A. You are unable to log in to the Historical Reporting application and receive these error messages:

• Unable to establish connection to database. Check the log file for error 5051

• Failed to login to database. Ask your administrator to check the database user id and password that is dynamically obtained from the application server

Perform these steps in order to check the SQL Authentication mode on the CRS server:

1. Go to Start > Programs > Microsoft SQL Server > Enterprise Manager.

2. Go to Microsoft SQL Servers > SQL Server Group.

3. Right-click on <Server_Name> \CRSSQL, and then choose Properties.

   

4. Click the Security tab.

5. Make sure that Windows Only is selected under Authentication. If not, you need to change it to Windows Only Authentication.

   

Next, perform these steps in order to check the permissions for the CRS Historical Reporting user:

1. In the SQL Enterprise Manager, go to Microsoft SQL Servers > SQL Server Group > <Server_Name> \CRSSQL > Security > Logins.

   

2. In the right-hand pane, right-click CiscoHistRprtUsr and choose Properties.

3. Go to the General tab and make sure the default database is db_cra.

   

4. Go to the Database Access tab and make sure that the db_cra database is checked and permits public and db_owner.

   

If the user is unable to log in to the Historical Reporting application with the error message An error occurred while attempting to communicate with web server. Check your user id and password and try again, check these items:

• Check that the user is authorized to view Historical Reports as mentioned in the previous section.

• If a proxy server is configured on the PC's web browser, this message will be seen. Disable this, or create an exception for the CRS Server.

• A firewall or other security device could be blocking the communication between the PC and the server. You may need to disable the Windows Firewall or create an exception for the CRS Server.

• For Cisco Unified Contact Center version 4.x and later, confirm that you have enough Historical Reporting session licenses configured under System > System Parameters. Scroll down and look for Number of HR session licenses, and if the value is zero or lesser than the required value, increase it. The number of HR session licenses restricts the simultaneous access to the historical reporting. You can also use this solution when you receive the error All available licenses are in use by other client machines. Please try again later and check the log file for error 5116 when running Historical Reports.

  Note:  Increasing the number may affect the performance of the server when multiple users access Historical Reports at the same time.

Q. How do I add or configure historical reporting for a particular user?

A. You can enable users configured on Cisco CallManager to use installed CRA historical reporting packages.

Refer to the section Configuring Users for Historical Reporting of Managing the Cisco CRA Historical Report Databases in order to configure.

Q. How do I troubleshoot the issue of wrong time zone in the Historical Reporting?

A. In order to resolve the issue, you need to set the TimeZoneInformation registry table entry to the correct one.

Related Information

• Cisco Customer Response Applications Administrator Guide 3.1
• Technical Support & Documentation - Cisco Systems