Cisco Unified Contact Center Express

Document ID: 64057

Contents

Introduction
Prerequisites
      Requirements
      Components Used
      Conventions
Problem
Cause
Solution
      Solution for Cause 1: Improper Proxy Server Setting
      Solution for Cause 2: RTR or Database Subsystem Not Running
      Solution for Cause 3: Incorrect NIC Binding Order
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Introduction

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.

Prerequisites

Requirements

Cisco recommends that you have knowledge of these topics:

• Cisco CallManager

• Cisco Customer Response Solutions (CRS)

Components Used

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

• Cisco CallManager Version 3.x and later

• Cisco CRS Version 3.x and later

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

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:

Unable to connect to the server

Cause

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.

Solution

This section provides step-by-step procedures to rectify the problem, depending on the cause.

Solution for Cause 1: Improper Proxy Server Setting

You can turn off the proxy server setting for the browser to solve this problem. Complete these steps:

1. Open an Internet Explorer browser window.

2. Select Tools > Internet Options.

   The Internet Options dialog box appears.

3. Click the Connections tab (see Figure 2).

4. 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

   

5. Uncheck the Use a proxy server for your LAN check box in the Proxy server section (see Figure 3).

6. Click OK twice.

Solution for Cause 2: RTR or Database Subsystem Not Running

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:

1. Select System > Engine from the CRA Administration page.

2. Verify whether both the RTR and database subsystems are in service.

   If either of the subsystems is not running, start the subsystem.

Solution for Cause 3: Incorrect NIC Binding Order

When the CRS server that runs Voice over IP (VoIP) monitor has two NICs installed, ensure that:

• The NIC for normal CRS traffic is on top of the TCP/IP binding order.

• The NIC for VoIP monitor traffic is bound to TCP/IP behind the other NIC.

If the error message appears due to incorrect NIC binding order, complete these steps in order to modify the NIC binding order:

1. Click Start > Settings.

2. 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).

3. Select Advanced > Advanced Settings.

   Figure 4 – Network and Dial-up Connections

   

   The Advanced Settings dialog box appears:

   Figure 5 – Advanced Settings

   

4. Select Local Area Connections 2 in the Connections section.

5. Click the Move Up button (see Figure 5).

6. Click OK to implement the change.

   The new NIC binding order now appears:

   Figure 6 – New NIC Binding Order

   

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