Reporting Contact Center 11.5 -Unable to execute report even after multiple tries

[hdzfrancisco]

Hello,

Attempting to run the stock report "Contact Service Queue Activity Report by Interval" in CUIC, it gets stuck on "checking report execution progress", after a long time it finish with
the following message: "Unable to execute report even after multiple tries. Please contact the administrator."

Does anyone know what the problem could be?

Thanks in advance,


Cisco Unified Intelligence Center - Versión 11.5(1)  - 11.5.1.11001.34

[Mark Swanson]

If you haven't already done so, try downloading/installing the ES03 located here;

https://software.cisco.com/download/home/286309734/type/286314176/release/11.5%25281%2529SU1ES03

Did you deploy a standalone CUIC server?

Are you using relative or absolute date/time intervals, and what's the date/time range? And, what's the interval length?

Did you filter the results by CSQ as well? If so, when did you create this CSQ and do you know how long this CSQ has been accepting calls? Does your date/time interval align with the date you created this CSQ?

-Mark

[hdzfrancisco]

Hi Mark,


Thank you very much for your help. I answer about your questions:




• If you haven't already done so, try downloading/installing the ES03 located here;


We do not have this patch installed. Is it necessary to install it? We have the folloiwng version "Versión 11.5(1) Generar 11.5.1.11001.34", Is it compatible with this patch?


• Did you deploy a standalone CUIC server?


No, We have deployed a publisher and subscriber integrated with CUCM.


• Are you using relative or absolute date/time intervals, and what's the date/time range? And, what's the interval length?


We export a report for the last month. We generated this report without problems until now.




• Did you filter the results by CSQ as well? If so, when did you create this CSQ and do you know how long this CSQ has been accepting calls? Does your date/time interval align with the date you created this CSQ?

Report Name: "Contact Service Queue Activity Report by Interval"
Filters: Interval Length (Sixty minutes) / CSQ Names (CSQ_TRIBUTOS).

This CSQ has been working for about a year.


Bets Regards,
Francisco Hernandez,

[hdzfrancisco]

Do you know what logs I can pick up in RTMT to check where the problem may be?

Thank you in advance,

Best Regards

[Mark Swanson · Accepted solution]

What happens if you run the Contact Service Queue Activity Report or Contact Service Queue Activity by CSQ Report? Do you experience the same problem? What happens if you remove the CSQ filter and/or run this report for another CSQ?

Before you jump into the logs, try the following;

1. Network Services

- Login to CCX Serviceability

- Navigate to the Network Services; located under Tools > CC Network Services

- Check the 'Start Time' and 'Up Time' for each service. Configured services should be "IN SERVICE"

2. Database Sources

- Login to CUIC

- From the left pane, select the 'Data Sources' tab

- Verify the status of the [UCCX] Data Source; Connected Node and Standby Node. Both nodes should be configured and displaying the green "Online" icon

NOTE: Verify the Data Source configurations. If needed, you can edit the [UCCX] Data Source but I strongly recommend you test the connection before you save any changes.

- If everything appears to be Ok, then click on the "Synchronize Cluster" link

3. Restart/Reboot

- If you can, reboot the UCCX servers or restart the UCCX Engine

- If HA has been configured (enabled), reboot the backup UCCX server and then, perform the failover. The HA failover process is going to kick users off of the system and active session will be dropped, so do this after/before peak business hours.

- Afterwards, attempt to run the same report and see what happens.

- If you can't reboot the UCCX servers or restart the UCCX Engine, then you can try restarting the 'Cisco Unified Intelligence Center Reporting Service' and see what happens.

After you performed some basic troubleshooting, then I would jump into the logs...

- Login to CCX Serviceability

- Under Trace, select Profile

- Enable the "HRDM" profile

If you want to customize this profile, click on the "HRDM" link and edit/save the debug settings. Or, you can navigate to Trace > Configuration... from the drop-down menu, select CCX Engine. The reporting services are CRA_HRDM, HR_MGR as well as ENG. Debugging through xDebugging3 settings should provide more than enough information. xDebugging4 provides Debugging logs and xDebugging5 provides VERBOSE logs. Avoid xDebugging5 and if enabled, don't leave xDebugging4 "active" for long.

[hdzfrancisco]

Hi Mark,

After solving a problem with the password of the user uxccxhruser in the subscriber and restart the service 'Cisco Unified Intelligence Center Reporting Service' in both nodes, the problem is solved.

Thank you very much for your help,