UCCX 8, Information for wallboard

Unanswered Question
Oct 1st, 2010

Hi

We are developing our next generation wallboard. But I just can't seem to figure out how to get information like agent details and SLA levels, is it available through some of the soap api's (could'nt see it from the documentation)?

regards Nino

I have this problem too.
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bburney Mon, 10/04/2010 - 09:42

The wallboard just another way to display real-time stats and the asp page is just a webpage that you'll put on your webserver to view.

-B

camdebuck_jus Tue, 10/05/2010 - 20:05

Okay, I can get the wallboard.asp file installed in IIS.  However, I can't seem to get the database connection done

correctly.  I'm using Contanct Center Express v8.0.3 (which is a linux installed).

How do I find out the database information for CCX 8.x and connect to it.  I only have one ccx server and my windows 2008 server running IIS.  Any help is appreciated.  Thank you.

camdebuck_jus Wed, 10/06/2010 - 10:09

Okay, my ODBC is now working.  I am successfully able to click on the "Apply & Test Connect" without any issues.  I've also gone into the .asp file and changed the DSN in the three locations.  I also changed the .cfg file for the db info.

Unfortunately, when I go to my site it shows the following error:

An error occurred on the server when processing the URL. Please contact the system administrator.

If you are the system administrator please click here to find out more about this error.

CSQ Name Logged In Agents Available Agents Calls In Queue Calls Handled Total Calls Calls Abandoned Current Wait Time Longest Wait Time

I does look like it attempts to work as it does display something, but it doesn't want to run.  I'm running this on a windows 2008 server (64 bit).

The logs shows the following information.

#Software: Microsoft Internet Information Services 7.5
#Version: 1.0
#Date: 2010-10-06 16:46:53
#Fields: date time s-ip cs-method cs-uri-stem cs-uri-query s-port cs-username c-ip cs(User-Agent) sc-status sc-substatus sc-win32-status time-taken
2010-10-06 16:46:53 ::1 GET /wallboard/wallboard.asp Stats=CSQ|305|80004005|[Microsoft][ODBC_Driver_Manager]_Data_source_name_not_found_and_no_default_driver_specified 80 - ::1 Mozilla/4.0+(compatible;+MSIE+8.0;+Windows+NT+6.1;+WOW64;+Trident/4.0;+SLCC2;+.NET+CLR+2.0.50727;+.NET4.0C;+.NET4.0E;+.NET+CLR+3.5.30729;+.NET+CLR+3.0.30729) 500 0 0 41
2010-10-06 16:57:11 ::1 GET /wallboard/wallboard.asp Stats=CSQ|305|80004005|[Microsoft][ODBC_Driver_Manager]_Data_source_name_not_found_and_no_default_driver_specified 80 - ::1 Mozilla/4.0+(compatible;+MSIE+8.0;+Windows+NT+6.1;+WOW64;+Trident/4.0;+SLCC2;+.NET+CLR+2.0.50727;+.NET4.0C;+.NET4.0E;+.NET+CLR+3.5.30729;+.NET+CLR+3.0.30729) 500 0 0 37
2010-10-06 16:59:23 ::1 GET /wallboard/wallboard.asp Stats=CSQ 80 - ::1 Mozilla/4.0+(compatible;+MSIE+8.0;+Windows+NT+6.1;+WOW64;+Trident/4.0;+SLCC2;+.NET+CLR+2.0.50727;+.NET4.0C;+.NET4.0E;+.NET+CLR+3.5.30729;+.NET+CLR+3.0.30729) 200 0 0 10
2010-10-06 16:59:33 ::1 GET /wallboard/wallboard.asp Stats=Agent|158|80004005|[Microsoft][ODBC_Driver_Manager]_Data_source_name_not_found_and_no_default_driver_specified 80 - ::1 Mozilla/4.0+(compatible;+MSIE+8.0;+Windows+NT+6.1;+WOW64;+Trident/4.0;+SLCC2;+.NET+CLR+2.0.50727;+.NET4.0C;+.NET4.0E;+.NET+CLR+3.5.30729;+.NET+CLR+3.0.30729) 500 0 0 6
2010-10-06 17:03:47 ::1 GET /wallboard/wallboard.asp Stats=Agent|158|80004005|[Microsoft][ODBC_Driver_Manager]_Data_source_name_not_found_and_no_default_driver_specified 80 - ::1 Mozilla/4.0+(compatible;+MSIE+8.0;+Windows+NT+6.1;+WOW64;+Trident/4.0;+SLCC2;+.NET+CLR+2.0.50727;+.NET4.0C;+.NET4.0E;+.NET+CLR+3.5.30729;+.NET+CLR+3.0.30729) 500 0 0 16
2010-10-06 17:03:53 ::1 GET /wallboard/wallboard.asp - 80 - ::1 Mozilla/4.0+(compatible;+MSIE+8.0;+Windows+NT+6.1;+WOW64;+Trident/4.0;+SLCC2;+.NET+CLR+2.0.50727;+.NET4.0C;+.NET4.0E;+.NET+CLR+3.5.30729;+.NET+CLR+3.0.30729) 302 0 0 32
2010-10-06 17:04:03 ::1 GET /wallboard/wallboard.asp Stats=Agent|158|80004005|[Microsoft][ODBC_Driver_Manager]_Data_source_name_not_found_and_no_default_driver_specified 80 - ::1 Mozilla/4.0+(compatible;+MSIE+8.0;+Windows+NT+6.1;+WOW64;+Trident/4.0;+SLCC2;+.NET+CLR+2.0.50727;+.NET4.0C;+.NET4.0E;+.NET+CLR+3.5.30729;+.NET+CLR+3.0.30729) 500 0 0 6
2010-10-06 17:04:38 ::1 GET /wallboard/wallboard.asp Stats=Agent|158|80004005|[Microsoft][ODBC_Driver_Manager]_Data_source_name_not_found_and_no_default_driver_specified 80 - ::1 Mozilla/4.0+(compatible;+MSIE+8.0;+Windows+NT+6.1;+WOW64;+Trident/4.0;+SLCC2;+.NET+CLR+2.0.50727;+.NET4.0C;+.NET4.0E;+.NET+CLR+3.5.30729;+.NET+CLR+3.0.30729) 500 0 0 6
2010-10-06 17:04:46 ::1 GET /wallboard/wallboard.asp - 80 - ::1 Mozilla/4.0+(compatible;+MSIE+8.0;+Windows+NT+6.1;+WOW64;+Trident/4.0;+SLCC2;+.NET+CLR+2.0.50727;+.NET4.0C;+.NET4.0E;+.NET+CLR+3.5.30729;+.NET+CLR+3.0.30729) 302 0 0 10
2010-10-06 17:04:56 ::1 GET /wallboard/wallboard.asp Stats=Agent|158|80004005|[Microsoft][ODBC_Driver_Manager]_Data_source_name_not_found_and_no_default_driver_specified 80 - ::1 Mozilla/4.0+(compatible;+MSIE+8.0;+Windows+NT+6.1;+WOW64;+Trident/4.0;+SLCC2;+.NET+CLR+2.0.50727;+.NET4.0C;+.NET4.0E;+.NET+CLR+3.5.30729;+.NET+CLR+3.0.30729) 500 0 0 6
#Software: Microsoft Internet Information Services 7.5
#Version: 1.0
#Date: 2010-10-06 17:06:05
#Fields: date time s-ip cs-method cs-uri-stem cs-uri-query s-port cs-username c-ip cs(User-Agent) sc-status sc-substatus sc-win32-status time-taken
2010-10-06 17:06:05 ::1 GET /wallboard/wallboard.asp - 80 - ::1 Mozilla/4.0+(compatible;+MSIE+8.0;+Windows+NT+6.1;+WOW64;+Trident/4.0;+SLCC2;+.NET+CLR+2.0.50727;+.NET4.0C;+.NET4.0E;+.NET+CLR+3.5.30729;+.NET+CLR+3.0.30729) 302 0 0 11
2010-10-06 17:06:06 ::1 GET /wallboard/wallboard.asp Stats=CSQ|305|80004005|[Microsoft][ODBC_Driver_Manager]_Data_source_name_not_found_and_no_default_driver_specified 80 - ::1 Mozilla/4.0+(compatible;+MSIE+8.0;+Windows+NT+6.1;+WOW64;+Trident/4.0;+SLCC2;+.NET+CLR+2.0.50727;+.NET4.0C;+.NET4.0E;+.NET+CLR+3.5.30729;+.NET+CLR+3.0.30729) 500 0 0 7

It looks like it doesn't think the datasource driver isn't there.  Any ideas?

camdebuck_jus Wed, 10/06/2010 - 10:16

Okay, fixed one problem, but still no data.  I looks like I needed to create a "DSN" (I had created an ODBC).  I've created that and no longer have any errors.  Unfortunately, it doesn't show any information and rotates through the various screens.

Any ideas?

bburney Wed, 10/06/2010 - 11:25

Do you have any agents logged in, or CSQ configured in UCCX?

Also, you need to configure the Real-time snapshot config from the Toos menu.

camdebuck_jus Wed, 10/06/2010 - 12:52

Yes, agents are logged in.  If I run the real time reporting it shows people, just not in the wallboard.

The real-time snapshot isn't configured currently.  In the snapshot config, what is the Wallboard Server Name and where should I point this?

camdebuck_jus Wed, 10/06/2010 - 13:59

Okay, hopefully last issue.  When on the Agent Statistics screen it shows negative time in status.  Why is that and is there any way I can fix?

Customer Service Representative Current Status Time in Status Benson MarshReady-1 days / 23:01:45 Britney ClementLogged Out0 days / 18:59:03 Elisa BalderasLogged Out0 days / 0:26:21 Hailey ArvidsonReady-1 days / 23:02:47 Isaac GowonNot Ready-1 days / 23:00:12 Kathy RiosReady-1 days / 23:00:51 Sofia OcampoLogged Out0 days / 18:58:53
camdebuck_jus Wed, 10/06/2010 - 14:01

Here's a better shot of the wrong data.  As you can see it shows 23 hours and -1 Days:

Agent Statistics

(click here to unhold page)


Customer Service Representative Current Status Time in Status
Benson MarshReady-1 days / 23:04:37
Britney ClementLogged Out0 days / 19:01:55
Elisa BalderasLogged Out0 days / 0:29:13
Hailey ArvidsonReady-1 days / 23:00:52
Isaac GowonReady-1 days / 23:01:25
Kathy RiosNot Ready-1 days / 23:02:05
Sofia OcampoLogged Out0 days / 19:01:45

This page will update every 10 seconds

bburney Wed, 10/06/2010 - 14:18

Try to replace the intStatusSeconds in the CalculateStatusTime subroutine with this.

intStatusSeconds = DateDiff("s",EventHappenedDateTime,CurrentDateTime)

Sorry - Modified the orginal to fit our timezone, etc.

Also attached is the blink, just rename from .abc to .htc and place in your wallboard folder.

-B

Attachment: 
camdebuck_jus Wed, 10/06/2010 - 14:30

Okay, I added the .htc file and made the change to the IntStatusSeconds.  It changed it a little bit, but still off 

What exactly does that IntStatusSeconds need to be set to?  Does it need to be set to seconds for the current date/time for my time zone?  I just hate to keep bothering you like this, but we are almost there.

Here's what it looks like now:

Agent Statistics

(click here to unhold page)


Customer Service Representative Current Status Time in Status
Benson MarshNot Ready-1 days / 18:14:23
Britney ClementReady-1 days / 18:01:13
Elisa BalderasLogged Out-1 days / 19:55:53
Hailey ArvidsonNot Ready-1 days / 18:01:11
Isaac GowonReady-1 days / 18:00:25
Kathy RiosReady-1 days / 18:00:07
Sofia OcampoLogged Out0 days / 14:28:25
bburney Wed, 10/06/2010 - 14:44

You might want to put it back, and just change the .20833 until it fits the time your looking for.  Also, you might need to add time instead.

intStatusSeconds = DateDiff("s",(EventHappenedDateTime - .20833),CurrentDateTime)

-B

I believe the time is epoch and UTC, hope this helps a little to help find out what value you need.

camdebuck_jus Wed, 10/06/2010 - 19:41

Okay, I got the time correct by setting it to the following:

intStatusSeconds = DateDiff("s",(EventHappenedDateTime - 0.25000),CurrentDateTime)

Thank you for your help in getting this working.  Now I'll need to download one of the SQL Clients so I can take a look at the tables and see what additional things I can do

Anthony Holloway Wed, 10/06/2010 - 15:52

I'm very surprised you were able to retrieve Agent level detail in UCCX 8, considering the only table which should be readable are the two Real Time tables.

What user did you use to setup your DSN?

camdebuck_jus Wed, 10/06/2010 - 19:28

I used the "uccxhruser".  Unfortunately, I don't know much about this and am just using what other people have suggested.

Anthony Holloway Thu, 10/07/2010 - 08:06

Oh, yeah, that would explain it.  I wonder how this is going to play out in the future, with Cisco moving to UCOS for the added security/restrictions, and people are finding loop holes every week.

bburney Fri, 10/01/2010 - 07:12

Attached is a wallboard that we got here from the forum a while back.  We modified it to work with v8 recently.  The only thing that was modified was the select statement, and added some additional variables on the parameters.cfg.  You'll want to use the uccxhruser because the wallboard user doesn't have access to the necessary tables.

You'll want to change the DB variables in the parameters.cfg to fit your environment as well as the DSN name in the select statement in the wallboard.asp.

You'll also have to install the Informix driver for your ODBC connection.

Hope this helps.

-B

Attachment: 
ninomartinez Tue, 10/05/2010 - 04:06

Thanks. But our problem is that using uccxhruser is an unsupported setup from cisco AFAIK.

In our application, which also are a web solution (just on java), we're already looking into the Informix db. But since looking into other tables than Rtcsqssummary and RticdStatistics are not allowed I sort of susspected that there would be another supported way to grab data, for example via some of the SOAP interfaces. But I've been unable to see any possible way so far.

ninomartinez Wed, 01/11/2012 - 02:48

Thanks for the info, now have a fully functional highly flexible system, you can make java drop in extensions etc.

However we are expiriencing that displaying agent status are impacting a huge load on the system (at least one of our customers). My guess are that it's because that we are searching using non indexed columns.. So the question are have any of you other guys had issues with performance?

rgards Nino

mcasiano15Metro Mon, 03/28/2011 - 13:04

Not Sure if anyone is having or has had this issue with resetting the Wallboard after the switch from SQL to Informix. I have downloaded the newest Informix Driver and installed it on our Windows 2003 IIS Server. When I try to connect to the IPCC Server Via the IBM Informix ODBC Driver Setup I get:

IBM Informix ODBC Error Message-

Test connection was NOT successful, [Informix] [Informix ODBC Driver][Informix] Incorrect password or user [email protected] is not known on the database server.

For some reason no matter what username I put it appends the @servername.ad.com to the username and denies login.

Any help would be appreciated.

Thanks

ausjustin Wed, 07/27/2011 - 23:41

Your username incorrect...

Reporting user :

uccxhruser


Wallboard user:

uccxwallboard


The password for the wallboard user that has been configured. You can change the password by going to Tools > Password Management submenu option from the Unified CCX Administration menu bar

John Palmason Fri, 08/05/2011 - 13:55

UCCX 8.0.2.SU3

user:uccxhruser

Hello, I am having issues getting the current agent state to show correctly.  I only see agents that have logged off, with the correct duration of time since they have logged off and one agent when she sets herself to not ready.  With agents in the CSQ's I don't see the talking states, working, etc.

All other aspects of the wallboard script is working correctly.  Does anybody have any suggests as to what I should be looking at?  The wallobard.asp file is pretty much as is with out customization. 

The only thing I can think of is that the select statement might be incorrect?

strSQL = "SELECT x.resourceName, t.eventType, x.datetime FROM (SELECT t1.resourceID, t1.resourceName, MAX(t2.eventDateTime) AS datetime FROM Resource AS t1 INNER JOIN AgentStateDetail AS t2 ON t2.agentID = t1.resourceID GROUP BY t1.resourceID, t1.resourceName ) AS x INNER JOIN AgentStateDetail AS t ON t.agentID = x.resourceID AND t.eventDateTime = x.datetime ORDER BY x.resourceName"

Thank you for any suggestions you might have.

Andrei Fokin Tue, 11/01/2011 - 23:12

Hello!

I get error in START CALC STATUS TIME MODULE. On web page I see:

Microsoft VBScript runtime

error '800a0009'

Subscript out of range: '[number: 2]'

/wallboard.asp, line 539

As I understand - this mean error in:

EventHappenedDateTime = CDate(strArray(0) & " " & strArray(1) & " " & strArray(2))

Somebody had such problem? The same problem is described here

http://social.msdn.microsoft.com/Forums/en/vbgeneral/thread/667f6e02-e09f-461e-8bdf-702d229fe361

Might you help me to solve this problem?

Przemyslaw Zawadzki Fri, 08/09/2013 - 05:12

The following instructions are solving the problem.

EventHappenedDateTime = CDate(strArray(0)& " " & strArray(1))

  ' get the current date and time

  CurrentDateTime = CDate(Date() & " " & Time())

  ' calculate the difference between current date/time and date/time of the last event change

  intStatusSeconds = DateDiff("s",EventHappenedDateTime,CurrentDateTime)

  intStatusSeconds = intStatusSeconds - 7200

Jason Ward Tue, 12/20/2011 - 18:34

Hi guys,

I'm playing around with this wallboard and I'm trying to work something out. The Agent Stats page isn't loading for me, and when I run the SQL query (

SELECT x.resourceName, t.eventType, x.datetime FROM (SELECT t1.resourceID, t1.resourceName, MAX(t2.eventDateTime) AS datetime FROM Resource AS t1 INNER JOIN AgentStateDetail AS t2 ON t2.agentID = t1.resourceID GROUP BY t1.resourceID, t1.resourceName ) AS x INNER JOIN AgentStateDetail AS t ON t.agentID = x.resourceID AND t.eventDateTime = x.datetime ORDER BY x.resourceName) I'm seeing multiple entries for each Agent (up to 10 or 12 in some instances).

Is this what everyone else is seeing? I have a feeling that the page isn't displaying because of all of the double ups, and the fact that the query is taking around 10 seconds to run.

Any feedback would be very much appreciated

Jason

Tristan Blackburn Thu, 01/05/2012 - 17:18

I use the following query which also gives me additional agent information such as number of calls handled, average ring time, average talk time, max talk time (on UCCX8.5):

"SELECT x.resourceName, t.eventType, x.assignedTeamID, x.datetime, s.handled, s.avring, s.avtalk, s.maxtalk FROM (SELECT t1.resourceID, t1.resourceName, t1.assignedTeamID, MAX(t2.eventDateTime) AS datetime FROM Resource AS t1 INNER JOIN AgentStateDetail AS t2 ON t2.agentID = t1.resourceID and t1.dateInactive is null GROUP BY t1.resourceID, t1.resourceName, t1.assignedTeamID ) AS x INNER JOIN AgentStateDetail AS t ON t.agentID = x.resourceID AND t.eventDateTime = x.datetime INNER JOIN (select resourceid, count(resourceid) as handled, AVG(ringtime) as avring, AVG(talktime) as avtalk, MAX(talktime) as maxtalk from agentconnectiondetail WHERE (startdatetime + INTERVAL(11) HOUR TO HOUR) > TODAY GROUP BY resourceid) AS s ON s.resourceid = x.resourceID WHERE x.assignedTeamID = '22' ORDER BY s.handled DESC, x.assignedTeamID, x.resourceName"

Runs really nicely.

ausjustin Thu, 01/05/2012 - 17:43

Hi Tristan

That’s really great !!!

Can you share your UCCX8 wallboard files to me ?

Many thanks

Justin

Hello - we are new cisco users and I am trying to set up the wallboard.  I have tried the older wallboard and recieve the following message.

Data source name not found and no default driver specified - even thoug the dsn is set up correctly and I can do queries with the connect test program

When I try a new version of the gila-wallboard - it churns until it times out with the screen displaying 2'COLOR=">

Does anyone have any thoughts?  Our webserver is win 2003 64 bit.

Thank you

joeharb Wed, 09/11/2013 - 06:33

I am having the same issue, did you ever get a fix for this issue?

michael-rose Tue, 09/18/2012 - 13:50

I have this up and running, but the CSQ page shows no data. All other pages show data and I'm using the uccxhruser to poll the database. I have the DSN setup and it shows agent and ICD information, just not the CSQ info.

Looking at the .asp file I do notice the Protocol for the d-base dip is onsoctcp where the DSN uses oslotcp. Is this an issue? The other dips work fine so I'm stumped.

Thanks in advnace.

michael-rose Tue, 09/18/2012 - 13:54

NVM. Triple checked UCCX and I missed a checkbox in the snapshot config page.

lapkei2 Wed, 04/09/2014 - 19:40

Any idea on to control the average of Wait and Talk Duration only in last one hour?

What is the default formular of convavgtalkduration and convavgwaitduration?  Average of one day?

The real-time snapshot data writing for these tables is enabled through the Unified CCX Administration pages (Tools > Real-time snapshot configuration menu option). The current updating frequency is configured as 15s

Thanks Bro

Gergely Szabo Wed, 04/09/2014 - 23:50

Bro,

first of all, please share vital information with us. Can you tell us your UCCX version. Can you tell us what do you mean by "control the average of Wait and Talk Duratoin in last one hour"? Do you mean the last completed "calendar" hour or the sliding window 60 minutes interval? For an Agent? For a CSQ?

Thanks.

G.

P.S.: Resurrecting old threads is strongly discouraged.

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