Chapter 8 Troubleshooting Tips

CRS 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.

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.

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 CRS 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

Symptom If you are using a proxy service in Internet Explorer on the CRS Historical Reports client system, scheduled historical reports might not run and you might see a message in the 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 but you can run the report directly from the CRS Historical 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 will be checked if you are using a proxy server.

Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.0(1)

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Cisco Systems 5.0(1) Discrepancy in number of ACD calls shown on custom reports, Click Connections Click LAN Settings

5.0(1) specifications

Cisco Systems 5.0(1) marks a significant development in the realm of networking technology, providing an upgraded platform designed to accommodate the ever-evolving demands of modern enterprises. This version is characterized by its robust set of features and cutting-edge technologies, enabling organizations to optimize their network performance, streamline operations, and enhance security.

One of the hallmark features of Cisco Systems 5.0(1) is its improved security protocols. The system introduces advanced encryption methods and enhanced access control mechanisms that ensure data integrity and confidentiality. These features are particularly important in a world where cyber threats are increasingly sophisticated. The integration of Security Intelligence capabilities allows administrators to detect anomalies and respond to potential threats in real-time, thus safeguarding sensitive information.

Another key characteristic of Cisco 5.0(1) is its support for software-defined networking (SDN). This technology allows for more effective resource management by enabling dynamic allocation of bandwidth in response to user needs. The network becomes more agile, facilitating rapid deployment and scalability. Cisco’s SDN capabilities also include enhanced automation features, which significantly reduce the manual effort required for network configuration and management, leading to increased operational efficiency.

In addition to SDN, Cisco 5.0(1) embraces innovations in cloud computing. The platform seamlessly integrates with cloud-based services, allowing organizations to manage their resources without the constraints of hardware limitations. This not only improves flexibility but also reduces operational costs, aligning with the financial strategies of modern businesses.

Moreover, Cisco 5.0(1) boasts improved user interfaces and management tools. The intuitive dashboard provides administrators with comprehensive visibility into network performance, allowing for quick identification of issues and facilitating better decision-making. Enhanced analytics capabilities provide insights into traffic patterns and device usage, empowering organizations to make informed adjustments to enhance network performance.

Finally, the platform is designed with interoperability in mind. Cisco Systems 5.0(1) supports a wide array of devices and integrates smoothly with other vendor technologies, which is essential in diverse networking environments.

In summary, Cisco Systems 5.0(1) delivers advanced security features, embraces software-defined networking, enhances cloud integration, offers user-friendly management tools, and supports interoperability. Together, these characteristics position Cisco as a leader in the networking industry, prepared to meet the challenges of tomorrow’s technological landscape.