Troubleshooting Guide

8-46

Cisco Unified Contact Center Express Servicing and Troubleshooting Guide, Release 7.0(1)

Chapter 8 Troubleshooting Tips

Cisco Unified CCX Real-Time Reporting Problems

This section contains the following troubleshooting tips on Cisco Unified CCX Real-Time Reporting

problems:

• Attempting to run a real-time report causes an error, page 8-46

• After installing JRE, the user receives a message from real-time reporting saying to install JRE,

page 8-46

• Contact entry is stuck in real-time reporting, page 8-47

Attempting to run a real-time report causes an error

Symptom The following message appears when you try to run any real-time report from the Cisco

Unified CCX Administration web page:

Error Message Unable to connect to the server.

Possible Cause The proxy server setting on the Browser impedes underlying RMI communication, or the

RTR subsystem is not running.

Recommended Action Complete the following steps:

Step 1 From Internet Explorer, choose Tools > Internet Options > Connections > LAN settings and then clear

the Use a proxy server check box.

Step 2 Ensure that the RTR subsystem is running.

After installing JRE, the user receives a message from real-time reporting

saying to install JRE

Symptom Upon opening a real-time reporting applet, a message box with information about the version

of JRE that is running and the required version of JRE appears. The user installs the required JRE version

yet still gets this message when opening a real-time report applet.

Error Message Message contains the JRE version.

Possible Cause The message appears when another version of JRE is installed on the machine as default

and is invoked at run time.

Recommended Action Uninstall that version of JRE from the Control Panel and reinstall the required JRE

version.