Data missing Historical Report using UCCX 8.5(1)

ejuin1178 · ‎10-17-2013

Hi all,

I have one or two days data missing when any user on any workstation run the Historical Report report on UCCX, it seems like something happened and data is not available on the database for those specific days.

I want to recover data for those specific days if it is possible.

Any idea on how to solve this issue and How to prevent it?

Please your help.

I'm using UCCX 8.5(1)

Thanks in advanced,

Nivo

Ravi Shankar Pandit · ‎10-20-2013

Hi Nivo,

Is this a HA step ? if yes then can you please check

1)Replication status :- utils uccx dbreplication status

2)Historical datatore :- cisco unified ccx serviciability -->datastore control center -->historical datastore .

3)check if HDS/CDS is enabled :-- cisco unified ccx serviciability -->datastore control center-->replication server .

Are you facing issue with all the reports of specific reports ?

for example if you are not able to pull agent related reports then check if agentstatedetail table is fine

use below command to check the table . if you will get any error then let me know i will give you workaround .

"run uccx sql db_cra select count(*) from agentstatedetail"

ejuin1178 · ‎10-21-2013

Hi.

I dont understand your question.... "Is this a HA step?"

I'm facing only the data missing issue on the HR report everything else is ok.

Like i said it seems like data has been lost in the database.

I need a way to undertand what happened.

Unfortunately MIVR data was not enabled to collect log.

HRC logs on worstations do not provide anything on those specifc days.

And I am still trying to understand the issu.

Thanks a lot

Ravi Shankar Pandit · ‎10-21-2013

Do you have two UCCX server of single UCCX server ? If you have two UCCX server then this could be because of replication between two server . If its single then i will give you different command to run on server .

please confirm its HA(two uccx server or single )

ejuin1178 · ‎10-21-2013

I have two UCCX servers.

Thanks a lot

Nivo

Ravi Shankar Pandit · ‎10-21-2013

then can you please give the out put of " utils uccx dbreplication status " from both the server's

ejuin1178 · ‎10-21-2013

Here are the outputs

########################################################################

############## Primary Server Output ####################################

admin:utils uccx dbreplication status
SERVER                 ID STATE    STATUS     QUEUE CONNECTION CHANGED
-----------------------------------------------------------------------
k_xnxccxdr1_uccx        1 Active   Local           0
k_xnxccxdr2_uccx        2 Active   Connected       0 Oct 5 12:19:08

------------------------------------------------------------------
REPLICATE                                          STATE
------------------------------------------------------------------
db_cra:informix.agentconnectiondetail              Active
db_cra:informix.agentstatedetail                   Active
db_cra:informix.contactcalldetail                  Active
db_cra:informix.contactqueuedetail                 Active
db_cra:informix.remotemonitoringdetail             Active
db_cra:informix.latestsynchedtime                  Active
db_cra:informix.eememailstatusdescription          Active
db_cra:informix.eemstatedescription                Active
db_cra:informix.eemactiveemail                     Active
db_cra:informix.eememailagentstatedetail           Active
db_cra:informix.eemqueueagentdetail                Active
db_cra_repository:informix.promptsfiletbl          Active
db_cra_repository:informix.grammarsfoldertbl       Active
db_cra_repository:informix.grammarsfiletbl         Active
db_cra_repository:informix.documentsfiletbl        Active
db_cra_repository:informix.sysgrammarsfoldertbl    Active
db_cra_repository:informix.scriptsfiletbl          Active
db_cra_repository:informix.latestsynchedtime       Active
fcrassvr:informix.fcrasstatelogtoday               Active
fcrassvr:informix.fcrascalllogtoday                Active
fcrassvr:informix.fcrascalllogweek                 Active
fcrassvr:informix.fcrasrecordlog                   Active
fcrassvr:informix.latestsynchedtime                Active
db_cra:informix.monitoredresourcedetail            Active
db_cra:informix.eemreasoncodedescription           Active
db_cra_repository:informix.promptsfoldertbl        Active
db_cra_repository:informix.documentsfoldertbl      Active
db_cra:informix.contactroutingdetail               Active
db_cra:informix.eemcontactemaildetail              Active
db_cra_repository:informix.sysgrammarsfiletbl      Active
db_cra_repository:informix.scriptsfoldertbl        Active
------------------------------------------------------------------
admin:

########################################################################

############## Secondary Server Output #################################

admin:utils uccx dbreplication status
SERVER                 ID STATE    STATUS     QUEUE CONNECTION CHANGED
-----------------------------------------------------------------------
k_xnxccxdr1_uccx        1 Active   Connected       0 Oct 5 12:19:08
k_xnxccxdr2_uccx        2 Active   Local           0

------------------------------------------------------------------
REPLICATE                                          STATE
------------------------------------------------------------------
db_cra:informix.agentconnectiondetail              Active
db_cra:informix.agentstatedetail                   Active
db_cra:informix.contactcalldetail                  Active
db_cra:informix.contactqueuedetail                 Active
db_cra:informix.remotemonitoringdetail             Active
db_cra:informix.latestsynchedtime                  Active
db_cra:informix.eememailstatusdescription          Active
db_cra:informix.eemstatedescription                Active
db_cra:informix.eemactiveemail                     Active
db_cra:informix.eememailagentstatedetail           Active
db_cra:informix.eemqueueagentdetail                Active
db_cra_repository:informix.promptsfiletbl          Active
db_cra_repository:informix.grammarsfoldertbl       Active
db_cra_repository:informix.grammarsfiletbl         Active
db_cra_repository:informix.documentsfiletbl        Active
db_cra_repository:informix.sysgrammarsfoldertbl    Active
db_cra_repository:informix.scriptsfiletbl          Active
db_cra_repository:informix.latestsynchedtime       Active
fcrassvr:informix.fcrasstatelogtoday               Active
fcrassvr:informix.fcrascalllogtoday                Active
fcrassvr:informix.fcrascalllogweek                 Active
fcrassvr:informix.fcrasrecordlog                   Active
fcrassvr:informix.latestsynchedtime                Active
db_cra:informix.monitoredresourcedetail            Active
db_cra:informix.eemreasoncodedescription           Active
db_cra_repository:informix.promptsfoldertbl        Active
db_cra_repository:informix.documentsfoldertbl      Active
db_cra:informix.contactroutingdetail               Active
db_cra:informix.eemcontactemaildetail              Active
db_cra_repository:informix.sysgrammarsfiletbl      Active
db_cra_repository:informix.scriptsfoldertbl        Active
------------------------------------------------------------------
admin:

Ravi Shankar Pandit · ‎10-21-2013

Ok so replication is active on both the nodes. and i guess you are able to pull latest reports . you only have issue's on some old dates am i correct ? can you please check the status of historical datastore ?

Please increase the log level in hrcconfig.ini file

C:\Program Files (x86)\Cisco UCCX Historical Reports

replicate the issue and upload the logs

C:\Program Files (x86)\Cisco UCCX Historical Reports\logs

ejuin1178 · ‎10-28-2013

Sorry for this late reply I had to travel....

Yes I'm able to pull latest reports, I have issue only with old two dates reports.

I will do recommended action and get ack to you.

Neal haas · ‎10-28-2013

Point the Historical Reports application to your second Server and run the report again. I think that you were failed over to the HA server for the 2 days.

When you are on your HA server the reports do not get forwarded to the primary server like they should (Thanks Cisco...)