Cisco Customer Response Applications Historical Reports User Guide (3.0)
Installation and Configuration

Table of Contents

Installation and Configuration

Installation and Configuration

The following sections include these topics:

Installing, Reinstalling, or Upgrading the Cisco CRA Historical Reports Client

The Cisco Customer Response Applications (CRA) Historical Reports client runs under the following operating systems:

  • Windows 98 Second Edition (SE)

  • Windows 2000 Professional

  • Windows XP Professional

Before you can install the Cisco CRA Historical Reports client,

  • The Cisco CRA system must be installed on the server.

  • The computer on which you will install the Cisco CRA Historical Reports client must have access to the Cisco CRA server.

To help keep the Cisco CRA server running most efficiently, it is recommended that you do not install the Cisco CRA Historical Reports client on the server. You can install the client software on as many client computers as licensed.

The Cisco CRA Historical Reports client installation procedure performs several operations on the client computer, including

  • Installing the Cisco CRA Historical Reports client

  • Creating directories in which the computer stores required files

  • Installing the Scheduler (the part of CRA Historical Reports that manages and generates scheduled reports)

To install, reinstall, or upgrade the CRA Historical Reports client, perform the following steps. You perform this procedure on the client computer.


Note   If you are reinstalling or upgrading the CRA Historical Reports client, exit the client application and exit the Scheduler on the client computer before proceeding. For instructions, see the "Exiting the Cisco CRA Historical Reports Client" section and see "The Scheduler" section on.

If you are reinstalling the CRA Historical Reports client, and if the Cisco CRA Historical Reports Client installation program (CiscoAppReportsInstall.exe) exists on your computer, you can start the reinstallation procedure by running this installation program. When the CRA Historical Reports Setup window appears, proceed as follows:

  • If the Cisco CRA Historical Reports client software exists on your computer, you will see a dialog box asking whether you want to upgrade/reinstall the client or uninstall the client. Click the Upgrade/Reinstall radio button, click Next, and then go to Step 12 in the following procedure to complete the reinstallation.

  • If the Cisco CRA Historical Reports client software does not exist on your computer, go to Step 5 in the following procedure.

Procedure

Step 1   From the client computer, log in to the Cisco CRA Administration web page or log in to the CRA Supervision web page.

For information about logging in to the Cisco CRA Administration or the CRA Supervision web pages, refer to the Cisco Customer Response Applications Administrator Guide.

Step 2   Perform one of the following actions:

  • From the Cisco CRA Administration web page menu bar, choose Tools > Plug-ins. When the Plug-ins web page appears, click the Cisco CRA Historical Reports hyperlink.
  • From the CRA Supervision Download web page, click the Cisco CRA Historical Reports hyperlink.

The File Download dialog box appears.

Step 3   Click one of the following radio buttons:

  • Run this program from its current location—With this option, the client computer does not retain the Cisco CRA Historical Reports installation file after installation.
  • Save this program to disk—With this option, the client computer retains the Cisco CRA Historical Reports installation file after installation. In this case, you can reinstall Cisco CRA Historical Reports without having to log in to the Cisco CRA server.

Step 4   Click OK in the File Download dialog box.

  • If you clicked the Run this program from its current location radio button, the computer opens the installation program, and then it extracts the files that it needs for the installation. When this process completes, the Cisco CRA Historical Reports Setup window appears. If you are installing the Cisco CRA Historical Reports client for the first time on this computer, continue to Step 5.
If the Cisco CRA Historical Reports client exists on your computer, a dialog box appears asking whether you want to upgrade/reinstall the client or uninstall the client. To upgrade or reinstall the current version of the client, click the Upgrade/Reinstall radio button, click Next, and then go to Step 12.

  • If you clicked the Save this program to disk radio button, the Save As dialog box appears. Perform the following steps:
    • Specify the directory in which you want to save the installation program (CiscoAppReportsInstall.exe) and click Save. If you have previously saved the installation program in the same directory, a dialog box appears asking whether you want to replace the existing installation program file. Click Yes to continue.

    • When the installation file completes downloading, click Open in the Download Complete dialog box. The computer prepares to install the application, and then it extracts the files that it needs for the installation. When this process completes, the Cisco CRA Historical Reports Setup window appears. If you are installing the Cisco CRA Historical Reports client for the first time on this computer, continue to Step 5.

    • If the Cisco CRA Historical Reports client exists on your computer, a dialog box appears asking whether you want to upgrade/reinstall the client or uninstall the client. To upgrade or reinstall the current version of the client, click the Upgrade/Reinstall radio button, click Next, and then go to Step 12.

Step 5   Click Next in the Cisco CRA Historical Reports Setup window.

The Cisco CRA Historical Reports Setup window displays the License Agreement.

Step 6   Read the License Agreement, and then click Yes.

The Cisco CRA Historical Reports Setup window prompts you to choose an installation folder.

Step 7   To install the Historical Reports files in the Program Files directory on your computer, click Next.

If you want to install the files in another directory, click Browse, choose the directory, click OK, and then click Next.

The Cisco CRA Historical Reports Setup window prompts you to select a program folder.

Step 8   To use the Cisco CRA Historical Reports program folder to hold program icons, click Next.

To use another folder to hold program icons, enter the folder name or choose it from the list of existing folders, and then click Next.

The Cisco CRA Historical Reports Setup window prompts you to identify the Cisco CRA server.

Step 9   Enter the host name or IP address of the Cisco CRA server, and then click Next.

If you do not enter this information now, you can enter it later when you start Cisco CRA Historical Reports.

The Cisco CRA Historical Reports Setup window prompts you for permission to start copying files.

Step 10   Click Next to continue with the installation.

After the files are copied, the Desktop Shortcut dialog box appears.

Step 11   Click Yes to create a shortcut for Cisco CRA Historical Reports on your Windows desktop.

Step 12   Click Finish.

The installation is complete. The computer restarts, if necessary.


Related Topics

Giving Users Access to Cisco CRA Historical Reports

Before a user can generate a historical report from the CRA Historical Reports client, you must specify the Cisco CRA applications for which the user can generate reports.

To give a user access to historical reports, you must first set up the user in Cisco CRA Administration. You can set up users from any computer that has access to the Cisco CRA Administration web pages. For more information about Cisco CRA Administration and setting up users, refer to Cisco Customer Response Applications Administrator Guide.

Table 2-1 shows the historical reports that are available for each Cisco CRA application package. In this table, "Yes" means that a report is available, and "—" means that a report is not available. If you give a user access to an application, the user will be able to generate all the reports available for that application.


Table 2-1: Historical Reports Available for Cisco CRA Application Packages
Report Name Cisco IP Queue Manager Cisco IP IVR1 Cisco ICD Std2 + HR ICD Std3 Cisco ICD Std + HR ICD Enh4 Cisco ICD Std Cisco ICD Enh5 + HR ICD Std Cisco ICD Enh + HR ICD Enh Cisco ICD Enh

IVR Traffic Analysis

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Yes

IVR Application Performance Analysis

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Abandoned Call Detail Activity

Yes

Yes

Yes

Yes

Agent Detail

Yes

Yes

Yes

Yes

Agent Login Logout Activity

Yes

Yes

Yes

Yes

Agent State Summary (by Agent)6

Yes

Yes

Yes

Yes

Agent State Summary (by Time)6

Yes

Yes

Yes

Yes

Agent Summary

Yes

Yes

Yes

Yes

Call Custom Variables6

Yes

Yes

Yes

Yes

Called Number Summary Activity

Yes

Yes

Yes

Yes

Contact Service Queue Activity

Yes

Yes

Yes

Yes

Contact Service Queue Activity (by CSQ)6

Yes

Yes

Yes

Yes

Contact Service Queue Activity (by Time)6

Yes

Yes

Yes

Yes

Contact Service Queue Service Level

Yes

Yes

Yes

Yes

Detailed Call by Call CCDR7

Yes

Yes

Yes

Yes

Priority Summary Activity

Yes

Skill Routing Activity

Yes

1IVR = Interactive Voice Response
2Cisco ICD Std = Cisco Integrated Contact Distribution (ICD) Standard
3HR ICD Std = Historical Reports for Cisco ICD Standard
4HR ICD Enh = Historical Reports for Cisco ICD Enhanced
5Cisco ICD Enh = Cisco ICD Enhanced
6Available with Cisco CRA 3.0(2) and later and available in English only
7CCDR = contact call detail record


To specify the historical reports that a user can generate, perform these steps:

Procedure

Step 1   Log in to the Cisco CRA Administration web page.

For information about logging in to Cisco CRA Administration, refer to Cisco Customer Response Applications Administrator Guide.

Step 2   From the Cisco CRA Administration web page, choose Tools > Historical Reporting.

The Historical Reporting Configuration web page appears.

Step 3   In the navigation bar, click the User Configuration hyperlink.

Step 4   Click the Select User drop-down arrow to view a list of users, and then choose the user that you want.

Step 5   Click Next.

The following panes appear:

  • Installed Reporting Package—This pane contains a list of applications that are installed in Cisco CRA Applications Administrator. Applications can include ICD Standard, ICD Enhanced, and IVR.
  • Selected Reporting Package—This pane shows the applications, if any, that the user can access to generate historical reports.

Step 6   To select one or more applications for which the user will be able to generate historical reports, click the reporting package name in the Installed Reporting Package pane, and then click >.

The reporting package name moves to the Selected Reporting Package pane.

To unselect a name that appears in the Selected Reporting Package pane, choose that application name, and then click <.

The reporting package name moves to the Installed Reporting Packages pane.

Step 7   Click Update to give the user access to historical reports for the selected applications.

To configure another user, repeat Steps 4 through 7.


Configuration Files

The CRA Historical Reports client maintains two configuration files on each client computer. The following sections explain each file in detail. The configuration files are:

  • hrcConfig.ini—This file is stored in the Cisco CRA Historical Reports directory, which is under the directory in which you installed the Cisco CRA Historical Reports client system. (By default, the system installs in the Program Files directory.) This file contains general instructions for the Cisco CRA Historical Reports client system.

  • SCH.ini—This file is stored in the Cisco CRA Historical Reports\Scheduler directory, which is under the directory in which you installed the Cisco CRA Historical Reports client system. (By default, the system installs in the Program Files directory.) This file contains instructions regarding the Scheduler.

You can edit either of these configuration files and make changes, if you want. To edit a configuration file, perform these steps:

Procedure

Step 1   Use any text editor to open the configuration file.

Step 2   Make changes to parameters as desired.

Step 3   Save the file and exit the editor.

Step 4   If you edit the hrcConfig.ini file while the Cisco CRA Historical Reports client is running, exit and restart the client program to cause your changes to take effect.

If you edit the SCH.ini file, right-click the Scheduler icon that appears in the status area on your Windows taskbar and choose Stop Scheduler. Then right-click the Scheduler icon again and choose Run Scheduler to cause your changes to take effect.


Related Topics

The hrcConfig.ini Configuration File

The hrcConfig.ini file contains general instructions for the Cisco CRA Historical Reports client system. Table 2-2 shows the parameters in this file.


Table 2-2: Parameters in the hrcConfig.ini Configuration File
Parameter Explanation

defaultHost

IP address or host name that appears in the Server field in the Cisco CRA Historical Reports Login dialog box.

Default value: IP address or host name of the server most recently logged in to.

defaultExportPath

Path name of the default directory in which the Cisco CRA Historical Reports system stores scheduled reports that are exported to a file.

Default value: Cisco CRA Historical Reports\reports directory, which is under the directory in which you installed the Cisco CRA Historical Reports client.

showUserNameOnReport

Specifies whether the username of the user who is logged in when a report is generated appears on the report.

Valid values:

  • 0—Name does not appear

  • 1—Name appears

Default value: 1

logLevel

Level of detail in which the system records events in the Historical Reports Client log file.

Valid values:

  • 1—Record errors only

  • 2—Record errors and warnings

  • 3—Record errors, warnings, and debugging messages

Default value: 1

NumOfLogFiles

Number of Historical Reports Client log files the system maintains. The system creates a new Historical Reports Client log file whenever the current Historical Reports Client log file reaches the size specified by MaxSizeOfLogFiles. (See the next parameter.)

Valid values: Integers 1 or greater

Default value: 10

MaxSizeOfLogFiles

Specifies that the system should create a new Historical Reports Client log file when the current log file reaches this size in KB.

Valid values: Integers 1 or greater

Default value: 1000

Note   1000 KB is the recommended value for this parameter because a log file that is much larger than 1000 KB can be difficult to read, and several large log files can take up significant disk space.

database (under [SCH])

Database file in the Cisco CRA Historical Reports\Scheduler directory in which scheduling information is stored. If you change this parameter, you must also change the database parameter in the SCH.ini configuration file to the same value.

Valid value: HistoricalReportsScheduler.mdb

DRIVER (under [CRA_DATABASE])

Display only. Name of the database driver.

SERVER (under [CRA_DATABASE])

Display only. IP address or host name of the Cisco CRA server on which the Cisco CRA databases reside.

DATABASE (under [CRA_DATABASE])

Display only. Name of the main Cisco CRA database on the Cisco CRA server.

UID (under [CRA_DATABASE])

Display only. User identification used to log in to the Cisco CRA database on the Cisco CRA server.

NETWORK (under [CRA_DATABASE])

Display only. Network library used by the Cisco CRA Historical Reports client when connecting to the Cisco CRA database.

DRIVER (under [CRA_DATABASE_ALTERNATIVE])

If you want the Cisco CRA Historical Reports client to access databases on a computer other than the Cisco CRA server, specify the name of the alternative database driver here.

Valid value: Name of the alternative database driver

SERVER (under [CRA_DATABASE_ALTERNATIVE])

If you want the Cisco CRA Historical Reports client to access databases on a computer other than the Cisco CRA server, specify the IP address of host name of the alternative computer here.

Valid value: IP address or host name of the alternative server on which the Cisco CRA databases are duplicated

DATABASE (under [CRA_DATABASE_ALTERNATIVE])

If you want the Cisco CRA Historical Reports client to access databases with names other than the default Cisco CRA database names, specify the alternative name of the main database here.

Valid value: Name of the alternative main database

NETWORK (under [CRA_DATABASE_ALTERNATIVE])

If you want the Cisco CRA Historical Reports client to access databases using a network library other than the default network library (dbmssocn for TCP/IP), specify the name of the alternative network library here.

Valid value: Name of the alternative network library (for example, dbnmpntw for named pipes)



Related Topic

The SCH.ini Configuration File

The SCH.ini file contains general instructions for the Scheduler, including the location of the Scheduler database, the level of detail in which to record log file information, and how to handle missed schedules. Table 2-3 shows the parameters in this file.


Table 2-3: Parameters in the SCH.ini Configuration File
Parameter Explanation

database

Database file in the Cisco CRA Historical Reports\Scheduler directory in which scheduling information is stored. If you change this parameter, you must also change the database parameter in the hrcConfig.ini configuration file to the same value.

Valid value: HistoricalReportsScheduler.mdb

NumOfMissedScheduleRuns

If one scheduled report is missed because the Scheduler is not running, or if several consecutive occurrences of a report are missed because the Scheduler is not running, specifies up to how many of the missed reports should be generated if you choose to execute missed schedules.

Valid values: Zero or greater

Default value: 1

Missed_daily

For reports that are scheduled to run daily, specifies whether the reports should be generated if they are missed and you choose to execute missed schedules.

Valid values:

  • 1—Generate the report

  • 0—Do not generate the report

Default value: 1

Missed_weekly

For reports that are scheduled to run weekly, specifies whether the reports should be generated if they are missed and you choose to execute missed schedules.

Valid values:

  • 1—Generate the report

  • 0—Do not generate the report

Default value: 1

Missed_monthly

For reports that are scheduled to run monthly, specifies whether the reports should be generated if they are missed and you choose to execute missed schedules.

Valid values:

  • 1 —Generate the report

  • 0—Do not generate the report

Default value: 1

Missed_once

For reports that are scheduled to run once, specifies whether the reports should be generated if they are missed and you choose to execute missed schedules.

Valid values:

  • 1—Generate the report

  • 0—Do not generate the report

Default value: 1

logLevel

Level of detail in which the system records events in the Scheduler log files.

Valid values:

  • 1—Record Scheduler errors only

  • 2—Record Scheduler errors and Scheduler warnings

  • 3—Record Scheduler errors, Scheduler warnings, and schedule information

  • 4—Record Scheduler errors, Scheduler warnings, and detailed schedule information

Default value: 3



Related Topics

Changing the Client Language

You can use the Windows Regional Options settings to set the language for the Cisco CRA Historical Reports client. You can set any of the languages that are supported by your Cisco CRA system. If you set a language that is not supported by your Cisco CRA system, the client system will default to English.

When you set a language, the Cisco CRA Historical Reports client displays the following information in that language:

  • Information displayed in windows and dialog boxes, including field names and button names

  • Menu names and menu options

  • Field names, headings, and other static items in reports

The client language does not affect the language of the data in reports.

To set the language for the Cisco CRA Historical Reports client, perform the following steps if your computer is running Microsoft Windows 2000 Professional. If your computer is running another version of Windows, the procedure will be slightly different. Refer to your Windows documentation for more information.


Note   Setting the language may affect the display language of other applications that are running on the client computer.

Procedure:

Step 1   Choose Start > Settings > Control Panel.

The Windows Control Panel appears.

Step 2   Double-click Regional Options.

The Regional Options dialog box appears.

Step 3   Click the Your Locale drop-down arrow and choose a language.

This choice specifies how numbers, times, and dates appear. You can choose any language that is supported by your Cisco CRA system.

Step 4   Click Set Default.

The Select System Locale dialog box appears.

Step 5   Click the drop-down arrow and choose a language.

This choice specifies the language for windows, menus, and fields. Choose the same language that you chose in Step 3.

Step 6   Click OK in the Select System Locale dialog box.

Step 7   Click OK in the Regional Options dialog box.

Step 8   If necessary, follow the prompts to install the required files.

Step 9   Click OK to restart the computer.

When the computer restarts, the new language is set.