Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) 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
Step 1
From the Windows Control Panel on the Cisco Unified CCX Historical reports client computer, choose
Data Sources (ODBC).
Data Sources (ODBC).
Step 2
Create a DSN to the db_cra database on the Cisco Unified CCX server to which the client computer is
attempting to connect. Make sure the client computer and the Cisco Unified CCX server have the same
Administrator password. While pointing the ODBC data source to the Cisco Unified CCX server,
use<crsServerNameOrIP>\CRSSQLwhere crsServerNameOrIP is the named instance. For example, if
your Cisco Unified CCX server name is CiscoUCCXserver1, in the Server input box, type
CiscoUCCXserver1\CRSSQL. Cisco Unified CCX uses NT authentication, so choose the Windows NT
authentication radio button.
attempting to connect. Make sure the client computer and the Cisco Unified CCX server have the same
Administrator password. While pointing the ODBC data source to the Cisco Unified CCX server,
use<crsServerNameOrIP>\CRSSQLwhere crsServerNameOrIP is the named instance. For example, if
your Cisco Unified CCX server name is CiscoUCCXserver1, in the Server input box, type
CiscoUCCXserver1\CRSSQL. Cisco Unified CCX uses NT authentication, so choose the Windows NT
authentication radio button.
Step 3
If the DSN cannot be created, verify that network connectivity exists between the Cisco Unified CCX
Historical Reports client computer and the Cisco Unified CCX server.
Historical Reports client computer and the Cisco Unified CCX server.
Step 4
If you are able to connect successfully using the DSN, update the hrcConfig.ini file on the client
computer with the appropriate network library.
computer with the appropriate network library.
Export file name does not appear in Export dialog box
Symptom
A default export file name does not appear in the Export dialog box.
Error Message
None
.
Possible Cause
If you click the Export Report tool in the Report Viewer on a Cisco Unified CCX
Historical Reports client computer on which the language is set to Simplified Chinese, the Export dialog
box will not contain a default export file name.
box will not contain a default export file name.
Recommended Action
The name of the report is shown on the header of the report in the Report Viewer.
In the Export dialog box, specify a name for the exported report using the report name; for example, you
can name your PDF report <ReportName>_<startdatetime>_<enddatetime>.pdf.
can name your PDF report <ReportName>_<startdatetime>_<enddatetime>.pdf.
Cannot point to local applications from the Database Server Configuration page
Symptom
When a Historical Reports Database Server is installed, the user cannot point to the Cisco
Unified CCX local database from the Database Server Configuration page.
Error Message
None
.
Possible Cause
Once a Historical Reports Database Server (remote database) is configured from Cisco
Unified CCX, the user cannot point back to Cisco Unified CCX.
Recommended Action
None. This is working as designed. To go back to a single-box solution (and lose
the Historical Reports Database Server configuration in Cisco Unified CCX), uninstall Cisco Unified
CCX and reinstall it (and accept the dropping of the Cisco Unified CCX databases when prompted).
CCX and reinstall it (and accept the dropping of the Cisco Unified CCX databases when prompted).