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
Discrepancy in number of ACD calls shown on custom reports
Symptom
When running user-created custom reports, one report shows the number of calls for each hour
of the day, totaling 244 calls. The other report shows the number of ACD calls for the entire report
period, totalling 243 calls. Such discrepancies happen for other days as well, the difference being as
many as four calls.
period, totalling 243 calls. Such discrepancies happen for other days as well, the difference being as
many as four calls.
Error Message
None
.
Possible Cause
If some ACD calls are transferred, the result can be that two or more call legs fall in
different hours of the day. Therefore, the call is counted once in the first report and twice in the second.
Recommended Action
The software is working as designed. If this is not acceptable, you could
alternatively count call legs, instead of entire calls, and the totals on the first report and the second report
will match. Then “select count distinct sessionID” becomes “select count distinct (sessionID,
sessionSeqNum) pairs.” However, be advised that this would change the definition of counting calls for
the entire call center.
will match. Then “select count distinct sessionID” becomes “select count distinct (sessionID,
sessionSeqNum) pairs.” However, be advised that this would change the definition of counting calls for
the entire call center.
Priority Summary Activity Report chart prints only partly in color
Symptom
The outer edges of the Priority Summary Activity Report pie chart print in color, but the middle
of the chart does not.
Error Message
None
.
Possible Cause
This problem occurs when you print directly from the Cisco Unified CCX Historical
Report Client Viewer and is related to the third-party printing driver from Crystal Decisions.
Recommended Action
Export the report to PDF output or any other supported file format and print from
the output file.
Scheduled Historical Reports do not run and message appears in CiscoSch.log
file
file
Symptom
If you are using a proxy service in Internet Explorer on the Cisco Unified CCX Historical
Reports client system, scheduled historical reports might not run and you might see a message in the
CiscoSch.log file.
CiscoSch.log file.
Error Message
[CRS_DATABASE] entry not found in the properties file. Failed to validate user or get
MaxConnections of database value.
Possible Cause
You are attempting to run the reports from a proxy service.
If this situation occurs and you want to run the report directly from the Cisco Unified CCX Historical
Reports client system, follow these steps:
Reports client system, follow these steps:
Step 1
From Internet Explorer on the Historical Reports client system, choose Tools > Internet Options.
Step 2
Click Connections.
Step 3
Click LAN Settings.
Step 4
The Use a Proxy Service check box is checked if you are using a proxy server.