DocWiki - User contributions [en]

Error when launching HRC on Windows 7

2012-01-05T14:06:16Z

Athottak:

== Error occurs when a user launches HRC for first time on Windows 7 ==

{| border="1"
|-
! '''Problem Summary'''
| Error occurs when a user launches HRC for first time on Windows 7
|-
! '''Error Message'''
| Error. Quitting Application
|-
! '''Possible Cause'''
| Following can be possibilities -
*This is a limitation of HRC on Windows 7".

|-
! '''Recommended Action'''
|
*Right click on HRC shortcut of desktop.
*Click 'Run As Administrator' option
*After first login, HRC login happens in the expected way

|-
! '''Release'''
| Release 8.0(2), Release 8.5
|-
! '''Associated CDETS #'''
| CSCtw71151
|}

[[Category:Unified_CCX,_Release_8.0,_Release_8.5]]

After loading saved settings for a report, time values are changed

2011-10-21T17:13:13Z

Athottak: Created page with "{| border="1" |- ! '''Problem Summary''' | After loading the 'saved settings' for a report from a .chc file, the 'Start Time' and 'End Time' of the report are changing automatica..."

{| border="1"
|-
! '''Problem Summary'''
| After loading the 'saved settings' for a report from a .chc file, the 'Start Time' and 'End Time' of the report are changing automatically from the actual time values saved by the user.
|-
! '''Error Message'''
| None.
|-
! '''Possible Cause'''
| This is a known defect.While loading the report settings, the timezone for the reports is local timezone of the user. An unwanted timezone conversion is happening immediately after the loading of the report settings.
|-
! '''Recommended Action'''
|
1. Use the patch attached with CSCtt40352 for Unified CCX 8.5(1)SU2
Or
2. Use workaround: Before loading the report settings, select/check 'Use UTC Timezone for Reports' option under the menu 'Settings'. After loading the report uncheck 'Use UTC Timezone for Reports' option, if report data are required in local timezone.
|-
! '''Release'''
| Release 8.0, Release 8.5
|-
! '''Associated CDETS #'''
|CSCtt40352.
|-
|}

[[Category:Unified CCX, Release 7.0]]
[[Category:Unified CCX, Release 8.0]]
[[Category:Unified CCX, Release 8.5]]

Troubleshooting Tips for Unified CCX 8.5

2011-10-21T09:51:32Z

Athottak: /* Cisco Unified CCX Historical Reporting Client [HRC] */

'''Back:''' [[Troubleshooting Unified Contact Center Express]]

'''Add tip:''' [[Create Contact Center Troubleshooting Tips]]

'''Print PDF:''' [[Print Troubleshooting Tips for Unified CCX 8.5]]
----

The following tips were added by Cisco Documentation:

= Outbound IVR =
* [[Enable Traces for Outbound IVR]]
* [[Collect Traces for SIP (Castellano IOS) Gateway]]
* [[Calls not getting transferred to Route Point / All the calls are getting abandoned]]
* [[Customer abandoned call is not marked as customer abandoned although it got disconnected within the abandoned call wait time limit]]
* [[Real-Time Report shows a mismatch in the number of attempted, Voice and customer abandoned calls]]
* [[Fax calls are being marked as customer abandoned]]
* [[Retry is not happening for abandoned, failed calls]]
* [[Customer disconnected a call without picking it up. This call was marked as no answer instead of busy]]
* [[SIT Tone is marked as failed call in RTR instead of Invalid number]]
* [[A Busy call on a mobile phone is not marked as busy, instead it is detected as an invalid number]]
* [[Answering machine/Voice Mail is not detected, it is marked as voice.]]
* [[All voice , fax, answering machine and busy calls are marked as no answer calls in RTR.]]

= Cisco Unified CCX Administration =

=== General ===
* [[Loss of Style/format in UCCX administration when using IE8]]

=== Telephony Data Synchronization ===
* [[Turning on traces for Data Synchronization ]]
* [[Data Resync result page still shows â€œred crossâ€ even though all inconsistencies are corrected]]
* [[Data Resync Result Page Displays Mismatch Detected Message for Attributes Even Though Inconsistencies are Corrected]]
* [[Device Association Status for Call Control Groups/Triggers Shows User Does Not Exist in Data Resync Results]]
* [[Data Check shows mismatch for "Route Partition" also, when CTI Line(s) deleted in Cisco Unified CM]]
* [[User Data Resync doesn't show results properly if User name has _1 or _2 ]]
* [[In HAoWAN setup, no relevant message displayed after data check or resync, if ports not created for any of the nodes for a Call Control Group ]]

= Cisco Unified CCX Historical Reporting Client [HRC]=
* [[Required Log levels For HRC]]
* [[Required Log levels For HRC Scheduler]]
* [[Error when launching HRC on Windows 7]]
* [[HRC login fails with a communication error message]]
* [[A Database Connection Error 5051 error appears in HRC 8.0 or 8.5]]
* [[Unable to export Scheduled Report to mapped drive.]]
* [[Charts do not appear on report]]
* [[Charts do not appear properly in MS Excel format]]
* [[Column headings are misplaced in MS Excel(Data Only) format]]
* [[Agent names overwritten on charts]]
* [[Uninstallation of HRC is failing on Windows 7]]
* [[Login/Connection issues of Historical Reports Client over a non-Cisco VPN]]
* [[HRC Scheduler does not generate reports]]
* [[After loading saved settings for a report, time values are changed]]

= Cisco Unified CCX CET =

* [[DialingList config object not available in CET]]

= Cisco Unified CCX RTMT=

* [[I cannot log into RTMT]]

= Cisco Unified CCX Licensing =

* [[Removing temporary, demo or invalid license files]]

Error: "HRC on Windows 7 triggers Email during exporting a report to PDF"

2011-05-26T10:45:12Z

Athottak: New page: == HRC on Windows 7 triggers email during exporting a report to PDF == {| border="1" |- ! '''Problem Summary''' | While exporting an HR report from Crystal Reports Viewer of HRC to PDF fo...

== HRC on Windows 7 triggers email during exporting a report to PDF ==

{| border="1"
|-
! '''Problem Summary'''
| While exporting an HR report from Crystal Reports Viewer of HRC to PDF format, Email is triggered. If there is no Email Program associated, the following error message will appear: "There is no Email program associated to perform the requested action. Please install an email program or, if one is already installed, create an association in the Default Programs control panel"
|-
! '''Error Message'''
| There is no Email program associated to perform the requested action. Please install an email program or, if one is already installed, create an association in the Default Programs control panel.
|-
! '''Possible Cause'''
| The issue happens because of the limitations of Crystal Reports Viewer.This is an intermittent issue and it is not reproducible in all scenarios.
|-
! '''Recommended Action'''
| 1. If an error message is thrown, Click 'OK'.The export operation will continue without issues.
2. If an Email Program is opened, just close it.The export operation will continue without issues.
3. If the export operation fails, generate the report once again and then try to export to PDF.

|-
! '''Release'''
| Release 8.5
|-
! '''Associated CDETS #'''
| CSCtq36807.
|-
|}

Troubleshooting Tips for Unified CCX 8.5

2011-05-26T10:30:41Z

Athottak: /* Cisco Unified CCX Historical Reporting Client [HRC] */

'''Back:''' [[Troubleshooting Unified Contact Center Express]]

'''Add tip:''' [[Create Contact Center Troubleshooting Tips]]

'''Print PDF:''' [[Print Troubleshooting Tips for Unified CCX 8.5]]
----

The following tips were added by Cisco Documentation:

= Outbound IVR =
* [[Enable Traces for Outbound IVR]]
* [[Collect Traces for SIP (Castellano IOS) Gateway]]
* [[Calls not getting transferred to Route Point / All the calls are getting abandoned]]
* [[Customer abandoned call is not marked as customer abandoned although it got disconnected within the abandoned call wait time limit]]
* [[Real-Time Report shows a mismatch in the number of attempted, Voice and customer abandoned calls]]
* [[Fax calls are being marked as customer abandoned]]
* [[Retry is not happening for abandoned, failed calls]]
* [[Customer disconnected a call without picking it up. This call was marked as no answer instead of busy]]
* [[SIT Tone is marked as failed call in RTR instead of Invalid number]]
* [[A Busy call on a mobile phone is not marked as busy, instead it is detected as an invalid number]]
* [[Answering machine/Voice Mail is not detected, it is marked as voice.]]
* [[All voice , fax, answering machine and busy calls are marked as no answer calls in RTR.]]

= Cisco Unified CCX Administration =

=== General ===
* [[Loss of Style/format in UCCX administration when using IE8]]

=== Telephony Data Synchronization ===
* [[Turning on traces for Data Synchronization ]]
* [[Data Resync result page still shows red X even though all inconsistencies are corrected]]
* [[Data Resync results display Mismatch Detected message for attributes even though inconsistencies are corrected. ]]
* [[Device Association status for Call Control Groups/Triggers shows User does not exist in Data Resync results ]]
* [[Data Check shows mismatch for Route Partition also, when CTI Line(s) deleted in Cisco Unified CM]]
* [[User Data Resync does not show results properly if User name has _1 or _2 ]]
* [[In HAoWAN setup, no relevant message displayed after data check or resync, if ports not created for any of the nodes for a Call Control Group ]]

= Cisco Unified CCX Historical Reporting Client [HRC]=
* [[Required Log levels For HRC]]
* [[Required Log levels For HRC Scheduler]]
* [[Unable to export Scheduled Report to mapped drive.]]
* [[Charts do not appear properly in MS Excel format]]
* [[Column headings are misplaced in MS Excel(Data Only) format]]
* [[Agent names overwritten on charts]]
* [[Error: "Access Denied" while Printing from HRC]]
* [[Error: "Could not start print job" while Printing from HRC]]
* [[Error: "HRC on Windows 7 triggers Email during exporting a report to PDF"]]

= Cisco Unified CCX CET =

* [[DialingList config object not available in CET]]

= Cisco Unified CCX RTMT=

* [[I cannot log into RTMT]]

= Virtualization and Co-res Deployments=
* [[Slow traffic between VMs affecting install of second node]]

Troubleshooting Tips for Unified CCX 8.5

2011-05-26T10:30:06Z

Athottak: /* Cisco Unified CCX Historical Reporting Client [HRC] */

'''Back:''' [[Troubleshooting Unified Contact Center Express]]

'''Add tip:''' [[Create Contact Center Troubleshooting Tips]]

'''Print PDF:''' [[Print Troubleshooting Tips for Unified CCX 8.5]]
----

The following tips were added by Cisco Documentation:

= Outbound IVR =
* [[Enable Traces for Outbound IVR]]
* [[Collect Traces for SIP (Castellano IOS) Gateway]]
* [[Calls not getting transferred to Route Point / All the calls are getting abandoned]]
* [[Customer abandoned call is not marked as customer abandoned although it got disconnected within the abandoned call wait time limit]]
* [[Real-Time Report shows a mismatch in the number of attempted, Voice and customer abandoned calls]]
* [[Fax calls are being marked as customer abandoned]]
* [[Retry is not happening for abandoned, failed calls]]
* [[Customer disconnected a call without picking it up. This call was marked as no answer instead of busy]]
* [[SIT Tone is marked as failed call in RTR instead of Invalid number]]
* [[A Busy call on a mobile phone is not marked as busy, instead it is detected as an invalid number]]
* [[Answering machine/Voice Mail is not detected, it is marked as voice.]]
* [[All voice , fax, answering machine and busy calls are marked as no answer calls in RTR.]]

= Cisco Unified CCX Administration =

=== General ===
* [[Loss of Style/format in UCCX administration when using IE8]]

=== Telephony Data Synchronization ===
* [[Turning on traces for Data Synchronization ]]
* [[Data Resync result page still shows red X even though all inconsistencies are corrected]]
* [[Data Resync results display Mismatch Detected message for attributes even though inconsistencies are corrected. ]]
* [[Device Association status for Call Control Groups/Triggers shows User does not exist in Data Resync results ]]
* [[Data Check shows mismatch for Route Partition also, when CTI Line(s) deleted in Cisco Unified CM]]
* [[User Data Resync does not show results properly if User name has _1 or _2 ]]
* [[In HAoWAN setup, no relevant message displayed after data check or resync, if ports not created for any of the nodes for a Call Control Group ]]

= Cisco Unified CCX Historical Reporting Client [HRC]=
* [[Required Log levels For HRC]]
* [[Required Log levels For HRC Scheduler]]
* [[Unable to export Scheduled Report to mapped drive.]]
* [[Charts do not appear properly in MS Excel format]]
* [[Column headings are misplaced in MS Excel(Data Only) format]]
* [[Agent names overwritten on charts]]
* [[Error: "Access Denied" while Printing from HRC]]
* [[Error: "Could not start print job" while Printing from HRC]]
* [[Error: "HRC on Win 7 triggers Email during exporting a report to PDF"]]

= Cisco Unified CCX CET =

* [[DialingList config object not available in CET]]

= Cisco Unified CCX RTMT=

* [[I cannot log into RTMT]]

= Virtualization and Co-res Deployments=
* [[Slow traffic between VMs affecting install of second node]]

Unable to export Scheduled Report to mapped drive.

2010-12-03T12:43:31Z

Athottak:

{| border="1"
|-
! '''Problem Summary'''
| Not able to export report to a folder under shared network drive through scheduler.
|-
! '''Error Message'''
| NA
|-
! '''Possible Cause'''
| Access to the root folder of the drive may be write protected by way of setting a password.
|-
! '''Recommended Action'''
| Map a new logical driver to the network folder where the report is required to be exported. Then, schedule the export to this new drive.

{| class="wikitable"
|-
|

|}
|-
! '''Release'''
| Release 7.0(1), Release 8.0, Release 8.5
|-
! '''Associated CDETS #'''
|
|-
|}

[[Category:Unified CCX, Release 7.0]]
[[Category:Unified CCX, Release 8.0]]
[[Category:Unified CCX, Release 8.5]]

Charts do not appear on report

2010-12-03T12:40:15Z

Athottak:

== Charts do not appear on report ==

{| border="1"
|-
! '''Problem Summary'''
| Graphs are not generated in the reports.But all other non graphical information are present

|-
! '''Error Message'''
| NA
|-
! '''Possible Cause'''
| Following can be possibilities -
*The issue happens due to the presence of other third party applications that use 'Crystal reports' or 'Crystal dlls'.

|-
! '''Recommended Action'''
|
*Copy 'SSCSDK80.DLL' from 'C:\WINDOWS\System32' folder.
*Paste it to 'C:\Program Files\Business Objects\Common\3.5\bin'

|-
! '''Release'''
| Release 7.0(1),Release 8.0, Release 8.5
|-
! '''Associated CDETS #'''
| CSCsv30102
|-
|}

[[Category:Unified CCX, Release 7.0(1), Release 8.0, Release 8.5]]

Required Log levels For HRC

2010-12-03T12:33:43Z

Athottak:

== Required Log levels ==

{| border="1"
|-
! '''Problem Summary'''
| What logs should be enabled before debugging a HRC problem?
|-
! '''Error Message'''
| NA
|-
! '''Possible Cause'''
| NA
|-
! '''Recommended Action'''
| While escalating issues to DE, please set the following log levels in the file hrcConfig.ini. This is generally available under the folder where Historical Reporting Client is installed. On a windows system, [assuming HRC is installed on the C: drive] it would be 'C:\Program Files\Cisco UCCX Historical Reports'.

Log Levels while escalating issues to DE are

{| class="wikitable"
|-
| logLevel=5
Note - Once a new log level is set, HRC has to be relaunched for the logs level to take effect.
Logs should be collected from 'C:\Program Files\Cisco UCCX Historical Reports\logs'.
Log levels have to be reverted to level 1, for HRC to perform optimally.

|}
|-
! '''Release'''
| Release 7.0(1),Release 8.0, Release 8.5
|-
! '''Associated CDETS #'''
|
|-
|}

[[Category:Unified CCX, Release 7.0]]
[[Category:Unified CCX, Release 8.0]]
[[Category:Unified CCX, Release 8.5]]

Required Log levels For HRC Scheduler

2010-12-03T12:32:19Z

Athottak:

== Required Log levels ==

{| border="1"
|-
! '''Problem Summary'''
| What logs should be enabled before debugging a HRC Scheduler problem?
|-
! '''Error Message'''
| NA
|-
! '''Possible Cause'''
| NA
|-
! '''Recommended Action'''
| While escalating issues to DE, please set the following log levels in the file SCH.ini. This is generally available under the folder where Historical Reporting Client is installed. On a windows system, [assuming HRC is installed on the C: drive] it would be 'C:\Program Files\Cisco UCCX Historical Reports\Scheduler'.

Log Levels while escalating issues to DE are

{| class="wikitable"
|-
| logLevel=5
Note - Once a new log level is set, HRC Scheduler has to be restarted [by right clicking on the scheduler icon on the system tray] for the logs level to take effect.
Logs should be collected from 'C:\Program Files\Cisco UCCX Historical Reports\Scheduler\'.
Log level has to be reverted to level 1, for HRC Scheduler to perform optimally.

|}
|-
! '''Release'''
| Release 7.0(1),Release 8.0, Release 8.5
|-
! '''Associated CDETS #'''
|
|-
|}

[[Category:Unified CCX, Release 7.0]]
[[Category:Unified CCX, Release 8.0]]
[[Category:Unified CCX, Release 8.5]]

Uninstallation of HRC is failing on Windows 7

2010-12-03T12:29:30Z

Athottak:

== Error occurs when a user launches HRC for first time on Windows 7 ==

{| border="1"
|-
! '''Problem Summary'''
| Error occurs when a user tries to uninstall HRC on Windows 7
|-
! '''Error Message'''
| NA
|-
! '''Possible Cause'''
| Following can be possibilities -
*This is a limitation of HRC on Windows 7".
|-
! '''Recommended Action'''
|
*Right click on 'Start->Programs->Cisco CCX Historical Reports->Uninstall CCX Historical Reports'.
*Click 'Run As Administrator' option
* Proceed with uninstallation

|-
! '''Release'''
| Release 8.0(2), Release 8.5(1)
|-
! '''Associated CDETS #'''
|
|-
|}

[[Category:Unified CCX, Release 8.0, Release 8.5]]

Agent names overwritten on charts

2010-12-03T12:26:10Z

Athottak:

== Agent names overwritten on charts ==

{| border="1"
|-
! '''Problem Summary'''
| Agent names overwrite each other on charts that appear with the Agent Detail Report, the Agent Login Logout Activity Report, or the Agent Summary Report.
|-
! '''Error Message'''
| None.
|-
! '''Possible Cause'''
| The report contains information for more than 40 agents.
|-
! '''Recommended Action'''
|
Do not include charts with the report if you are generating information for more than 40 agents, or use filter parameters to limit the report to information for no more than 40 agents.
|-
! '''Release'''
| Release 7.0(1), Release 8.0, Release 8.5
|-
! '''Associated CDETS #'''
| None.
|-
|}

[[Category:Unified CCX, Release 7.0]]
[[Category:Unified CCX, Release 8.0]]
[[Category:Unified CCX, Release 8.5]]

Column headings are misplaced in MS Excel(Data Only) format

2010-12-03T12:24:48Z

Athottak:

== Column headings are misplaced in MS Excel(Data Only) format ==

{| border="1"
|-
! '''Problem Summary'''
| Column headings are misplaced in MS Excel(Data Only) format
|-
! '''Error Message'''
| NA
|-
! '''Possible Cause'''
| Limitation of Crystal Reports which is a third party application.

|-
! '''Recommended Action'''
|
*If you try to export from 'Crystal reports Viewer' of HRC, then you will get 'Excel Format options' window during export operation to set the format of the excel. You may remove the headers of the report by removing the check mark of the option 'Export Page Header and page Footer'. This will remove the headers and give a better look for the report.
*If you try to schdule the report, please aware about this limitation.Alternatively, you can schedule the reports with the format 'Microsft Excel 97-2000(XLS)'
|-
! '''Release'''
| Release 7.0(1),Release 8.0,Release 8.5
|-
! '''Associated CDETS #'''
| CSCtd78757
|-
|}

[[Category:Unified CCX, Release 7.0]]
[[Category:Unified CCX, Release 8.0]]
[[Category:Unified CCX, Release 8.5]]

Charts do not appear properly in MS Excel format

2010-12-03T12:05:44Z

Athottak:

== Charts do not appear properly in MS Excel format ==

{| border="1"
|-
! '''Problem Summary'''
| Charts do not appear properly in a report that has been exported in Microsoft Excel format.
|-
! '''Error Message'''
| None.
|-
! '''Possible Cause'''
| Limitation of the export function.
|-
! '''Recommended Action'''
|
Do not include charts in reports that are exported in Microsoft Excel format.
|-
! '''Release'''
| Release 7.0(1), Release 8.0, Release 8.5
|-
! '''Associated CDETS #'''
| None.
|-
|}

[[Category:Unified CCX, Release 7.0]]
[[Category:Unified CCX, Release 8.0]]
[[Category:Unified CCX, Release 8.5]]

A Database Connection Error 5051 error appears in HRC 8.0 or 8.5

2010-12-03T12:00:38Z

Athottak: New page: == A Database Connection Error 5051 error appears in HRC 8.0 or 8.5 == {| border="1" |- ! '''Problem Summary''' | A Database Connection Error 5051 error appears in HRC 8.0 or 8.5 when a u...

== A Database Connection Error 5051 error appears in HRC 8.0 or 8.5 ==

{| border="1"
|-
! '''Problem Summary'''
| A Database Connection Error 5051 error appears in HRC 8.0 or 8.5 when a user tries to login to HRC
|-
! '''Error Message'''
| Unable to establish connection to database.Check the log file for error 5051.
|-
! '''Possible Cause'''
| Following can be possibilities -
* The password for the Informix DB user account 'uccxhrc' has been changed
* 'Informix Driver' is deleted from 'C:\Program files\Cisco Unified CCX Historical Reports' at the client machine
* 'Informix server' is down
|-
! '''Recommended Action'''
|
*If you change the password for the Informix DB user account 'uccxhrc', please contact DE to set back the password to the actual one.
* Ensure that 'Client-SDK' is present under 'C:\Program files\Cisco Unified CCX Historical Reports\Driver' folder of the client machine
* Ensure that 'Informix Server' is up and accessible at the UCCX machine.
|-
! '''Release'''
| Release 8.0, Release 8.5,
|-
! '''Associated CDETS #'''
|
|-
|}

HRC login fails with a communication error message

2010-12-03T11:47:07Z

Athottak: New page: {| border="1" |- ! '''Problem Summary''' | HRC login fails with a communication error message. |- ! '''Error Message''' | An Error occurred while attempting to communicate with web server....

{| border="1"
|-
! '''Problem Summary'''
| HRC login fails with a communication error message.
|-
! '''Error Message'''
| An Error occurred while attempting to communicate with web server.Check your user id and password and try again.
|-
! '''Possible Cause'''
|
* User entered a wrong userid or password
* The UCCX servlet service or web server is not reachable from the client machine.
|-
! '''Recommended Action'''
|
* Verify that userid and password are correct and the letters of the userid and password are in proper case (upper case /lower case)
* Make sure you are able to connect to the UCCX Administration web page from the client machine. Refresh the page to make sure it is not cached.Try to login to Administration web page.
* If Administration page login is successful, then modify client hrcConfig.ini (C:\Program Files\Cisco UCCX Historical reports) file by updating 'AuthReqTimeOut' to a larger value than the current one (default is 15 seconds).Restart HR client and attempt to log in again.

{| class="wikitable"

|-
|

|}
|-
! '''Release'''
| Release 8.0, Release 8.5
|-
! '''Associated CDETS #'''
|
|-
|}

Error when launching HRC on Windows 7

2010-12-03T11:08:50Z

Athottak:

== Error occurs when a user launches HRC for first time on Windows 7 ==

{| border="1"
|-
! '''Problem Summary'''
| Error occurs when a user launches HRC for first time on Windows 7
|-
! '''Error Message'''
| Error. Quitting Application
|-
! '''Possible Cause'''
| Following can be possibilities -
*This is a limitation of HRC on Windows 7".
|-
! '''Recommended Action'''
|
*Right click on HRC shortcut of desktop.
*Click 'Run As Administrator' option
* After first login, HRC login happens in the expected way

|-
! '''Release'''
| Release 8.0(2), Release 8.5
|-
! '''Associated CDETS #'''
|
|-
|}

[[Category:Unified CCX, Release 8.0, Release 8.5]]