Cisco Cisco Customer Response Solution Downloads Troubleshooting Guide

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Cisco Unified Contact Center Express Servicing and Troubleshooting Guide, Release 7.0(1)

Chapter 8 Troubleshooting Tips

Cisco Unified CCX Historical Reporting Problems

Attempt to log in to the Cisco Unified CCX Server from the Historical Reporting
client fails and an error message is returned

Symptom

The Cisco Unified CCX servlet service or web server is not reachable from the client machine.

Error Message

Request timed out

Possible Cause

An authentication request timeout has occurred. The client log indicates Request timed

out error.

Recommended Action

Complete the following steps:

Step 1

On the Cisco Unified CCX server, ensure that the web server and servlet service are running. On the
client, check your browser Internet options for the connection setting.

Step 2

Make sure you are able to connect to the Cisco Unified CCX Administration web page from the client
machine. Refresh the page to make sure it is not cached.

Step 3

If the error persists after doing the above, modify your client hrcConfig.ini file by updating
AuthReqTimeOut to a larger value than the current one (default is 15 seconds).

Step 4

Restart your client and attempt to log in again.

Only three report templates are available for Cisco Unified CCX Standard

Symptom

When configuring Cisco Unified CCX Standard for historical reporting, only the following

three report templates are available—IVR Application Performance Analysis, IVR Traffic Analysis, and
Detailed Call by Call CCDR.

Error Message

None

Possible Cause

The historical reporting client might not have privileges assigned to view all the Cisco

Unified CCX Standard reports.

Recommended Action

From the Cisco Unified CCX Administration menu, select Tools > Historical

Reporting and ensure that the license provides eight Cisco Unified CCX reports and two IVR reports.