Crystal Reports with UCCX7

[Hythim Ali El Hadad]

Hi,

I need to ask you a question about crystal report that iam new to this and need to know if this ability exist in or not ?

My customer need to combine more than one report for his call center calls in one report

So for example he need to open only one report and see the following

1.no of calls hit the application [which got from application summary report]
2.no of calls hit the queue [which got from CSQ report]
3.no of calls listen to advertisements wav file but not going to queue [which got by subtracting the above 1-2]

Can crystal report combine a report like that
I know you start a crystal report by an existing template [definition,xml]
so do you see it is doable to call from more than one table ?

And will i need to make operations on the fields or only call this fields to appear on the crystal report ?

[Tanner Ezell]

It's more complicated than simply combining two Crystal Reports files

together. CR is only used to display data when used with HRS. UCCX

itself contains stored procedures which generate the report data that

is fed back to CR.

You should understand that custom reporting is not a simple task. You

need a fair deal of SQL knowledge, time and patience.

Here is the simplest method I can think of to possibly accomplish what you want:

1. You're going to have to build a new CR report file. It's loads

easier than trying to move it over. This is time consuming and

annoying as hell.

2. The simplest way to get your data:

- Create a new stored procedure which contains two tables.

Populate these tables with the data from the built in reports that you

want. Then combine the data in the two tables into a single table

which you feedback to CR.

There are limitations to this approach, and I personally haven't

attempted this before so your milage will vary.

Good luck.

On Tue, Mar 22, 2011 at 11:49 AM, hythamhadad

[Hythim Ali El Hadad]

Hi tanner,

thanks a lot for your quick reply

you said there is a limitation on this approach

So what is the most good points that I'll have from the crystal reports ?

Also another question please,,

If I build a crystal report using the existing templates

I think I'll be limited to its fields

You said I can insert more than one table into one new crystal report template

So you see then, only I'll remove unwanted fields from it to display the wanted fields

And the crystal report is only copying a prepared data from the existing templates, so I won't need to read the database schema of the CRS and no need also to do any calculations of the database fields to let it appear to the customer ?

sorry for this long one but aim to reply to my customer tomorrow

thanks again

[Tanner Ezell · Accepted solution]

Hythamhadad,

I cannot emphasize enough how difficult the task you are considering is, even with just merging two stock templates will be time consuming if you are not fluent in SQL or Crystal Reports; I will attempt to explain the best I can.

This is what you should do:

1. Stored Procedure

    You need to create a stored procedure. In this procedure you will have 3 tables. These tables have to match exactly the tables returned from the appropriate reports.

    To determine which procedure does what, open the XML file in the historical reports folder that is relevant to what you want. In it will have a procedure name, typically starting with sp_. I apologize i do not have a machine in front of me to give the you the specifics.

     After you know which stored procedures generate the reports, open them in the SQL manager so you can view their contents. Find the final_results table, you need this structure for your custom stored procedure (SP from here out)

     After you have the table structures you need to create temporary tables in your custom SP that match these definitions. After you have done this you can execute the built in SP from your new, custom SP and return the results into the appropriate table.

     You will need to do this for all your tables you need information from

     Finally, after your temporary tables are populated, you need a third table, your final_results table. Using SQL you can take information from your two tables with data, do whatever math you need and insert the results into the third table. This table is then returned to Crystal Reports when the procedure is run.

2. Crystal Reports

     Hopefully you are fluent with CR. If not this section will be hell for you. You are better off creating a new report from scratch than trying to figure out how to reuse an existing report. Unfortunately the documentation is wrong on how to create the reports. I learned this the hard way and spent an entire week just rebuilding the CR reports to work properly. Very frustrating.

Reference the specific version of the historical report admin/developer guide. Here is a link to version 7:

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_7_0/programming/guide/uccx70hradmdev.pdf

Again, the section on custom reports is WRONG! Luckily this has been updated since:

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/programming/guide/uccx85hradm.pdf

Ignore everything about that 8.5 document except the custom reports section. While it is intended for integration into informix the process is the same for MS SQL.

Are you getting the idea this is a huge ordeal?

Note: You have to run your custom report with all the details in CR to populate with data while designing it.

3. XML for HRC

Finally, once you have created your CR reports and have them tested working in CR you will need to prepare them to be used by the HRC.

The easiest way is to find a report that closest matches the parameters (starting with the original reports is a good place). and fill in the appropriately named SP you have created along with whatever data fields that are needed.

Again, I do not have a box at hand to explain the fields for you and unfortunately my blog is down so I cannot point you there. Best bet is to follow your intuition.

Custom reporting is a huge ordeal, and is in and of itself a specialty; Make sure you are ready to undertake this. It took me just over 2 months start to finish to complete 3 custom reports (albeit quite complex) before I got this all down, and there is still quite a lot I don't know.

Good luck.

Tanner Ezell

[lohjintiam]

This is one area where estimating the effort required is near impossible.