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New Member

Agents not imported to CUIC

Dears,

I have installed CUIC and created the Data Sources to connect to the ICM Historical and Real Time databases. The Data Sources are online.

Then, I have downloaded and imported the ICM stock reports, but when I try to run a report, the list that contains the agents is empty (as per the attached screenshot).

Does someone have any idea what could be missing.

Thank you in advance.

Lara

1 ACCEPTED SOLUTION

Accepted Solutions

Everything looks right, but

Everything looks right, but you're not getting the data though. Refreshing the value list do anything? If you test your connection, does it say ok? You do have agents in there, right? :)

 

david

16 REPLIES

have you configured Agent

have you configured Agent Distribution tab in PG explorer in ICM for agent PG to enable reporting?

also what do you see in other reports like Agent real time, not ready reports?

 

regards

Chintan

New Member

Hi Chintan,Yes I have

Hi Chintan,

Yes I have configured the Agent Distribution tab and you can find attached the configuration.

Also the agent list is empty when trying to run the Agent real time and not ready reports.

Regards,

Lara

Post a pic of your Data

Post a pic of your Data Sources, should have two for UCCE Historical and UCCE Realtime. Then a pic of Value Lists Agents, show Values.

 

david

New Member

Hi David,Attached are the

Hi David,

Attached are the screenshots.

Regards,

Lara

 

Everything looks right, but

Everything looks right, but you're not getting the data though. Refreshing the value list do anything? If you test your connection, does it say ok? You do have agents in there, right? :)

 

david

New Member

Thank you David :) Best

Thank you David :) 

Best Regards,

Lara

Do you mind stating what you

Do you mind stating what you did to fix it so other in the future can solve their own problem?

 

Thank you.

New Member

I just clicked on the Refresh

I just clicked on the Refresh button :)

Regards,

Lara

New Member

Hi David,I faced the same

Hi David,

I faced the same issue again; when checking the agents value list, it is empty even after the refresh. The data sources are online and the value lists are also online.

Can you please shed some light on what could be checked? 

Is there a way to re-synchronize the config from ICM?

Thank you in advance.

Lara

Lara,Is this a new agent, how

Lara,

Is this a new agent, how long ago was it built? Has the agent logged in at least once, maybe taken a single call?

david

New Member

Hi David,Actually all the

Hi David,

Actually all the value lists are empty: agents, agent teams, skill groups,...

Even the refresh doesn't bring data.

Recently I have deleted HDS database, recreated it from scratch and re-synchronized it with the logger's database with the "truncate table recover command". Do you think this might be the problem?

Thank you,

Lara

 

New Member

Hi folks,

Hi folks,

Am facing the same problem.

- CUIC Datasources Historical and AW-DB are UP and connected.

- I have added configuration in CUCM PG for Agent reporting.

- I restarted ICM Logger and distributor services.

- Restarted CUIC A Cisco DB service.

- Refreshed Values list.

Nothing worked.

I have 4 agents, around 100 calls under AWDB table but nothing working. Can you guys pls suggest.

regards,

Ritesh Desai 

New Member

Hello Ritesh,

Hello Ritesh,

Are you pointing the Database Name for UCCE Historical Data Source to icm_awdb instead of aw_hds?

Regards,

New Member

Dear Lara,

Dear Lara,

In CUIC under data-sources, for historical pointed to pod1_hds and for realtime pointed to pod1_awdb

1 thing i dint understood, in historical I dont see any agent names. On AWDB i see agent names under agent table.

regards,

Ritesh Desai.

New Member

Hi David,My issue was solved

Hi David,

My issue was solved when I changed the Database Name for UCCE Historical Data Source to icm_awdb instead of aw_hds.

Does this historical data source need to be pointed to awdb? or I have the ICM config missed in hds?

Thanks & Regards,

Lara

 

New Member

Hi Lara et al,

Hi Lara et al,

This might be a late response, but I thought I'd add some additional dialogue to help other members in the future.

The first thing I would do is to run a query in SSMS to validate you see rows.  This would be against the AWDB Database (Select * from Agent).  If you receive data, then check the data sources in CUIC.  Remember that both the UCCE Historical and UCCE Realtime data sources must both map to the AWDB database.  This is because all of the reports have some sort of JOIN in them and will need to include the views in the AWDB.

From each of the data sources, you can click the 'Test Connection' button on either the top or bottom of the Data Sources > Edit form.  You should get an Online text right next to the bottom 'Test Connection' button.

The issue I've seen engineers do in the past is configure the UCCE Historical data source to the HDS database. And then when prompted for the data source when importing Stock Reports where it asks you to provide the data source for the report(s), you naturally select UCCE Historical for Historical reports.  The problem is (example) Agents are located in the AWDB not the HDS.  So the Values list for Agents will be empty because the query is executing against the wrong data source.

Personally, if this is the case I would delete all the stock reports, verify the data sources are correctly configured and then re-import the stock reports.

Hope that helps

Mike

  

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