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No calls or no recent calls displayed on Call Analytics reports - Basic troubleshooting

Applies to:

Any UCX Suite version

Description:

When running any report, Call Analytics returns 'No results matching your search were found.',
doesn't show recent calls or doesn't show calls at all.

Troubleshooting

A)

  • Open UCX Suite web page -> Admin -> users management 

  • Make sure you have added all the users of your company.

  • Make sure those users all have 'first extension number' with the etxension number.

  • Make sure those users all have 'enable billing for first extension' ticked.

  • If those users have the partition field filled in, run Call Analytics guided configuration and load the proper driver (with partition) or vice-versa, if users don't have partition, make sure you have loaded the driver without partition.

B)

  • Make sure <StonevoiceAS>\Apps\BillyBlues\Engine\CCM5CDR\ shows recent files. 

  • If it does not, please troubleshoot your Cisco system so that it publishes recent cdr's 

  • Restart "CDR Agent" & "CDR Repository manager" services on CuCM 

> from  Cisco Unified Serviceability -> Tools -> Control Center - Network Services -> section 'CDR Services'

> and restart these services: 

  • Cisco CDR Repository Manager

  • Cisco CDR Agent

C)

  • Open Call Analytics > Administrative Pages > Service Manager

  • Stop Call Analytics Service Host 

  • Start Miner and Recorder manually by running these applications as administrator (right-click on the applications and choose 'Run as Administrator'):
      <StonevoiceAS>\Apps\BillyBlues\Engine\Bminer.exe
      <StonevoiceAS>\Apps\BillyBlues\Engine\BluesrecPro\BrecPro.exe

  • Check if the Recorder imports new CDRs and the Miner import the new calls.

  • Monitor any error. If any error, please send us a screenshot in response to this email.

  • Close the Recorder and Miner.

  • Open the Billing page > Administrative Pages > Service Manager

  • Restart Call Analytics Service Host

D) 

  • Run Call Analytics guided configuration and make sure all VoiceGateway IP addresses are defined

 Please double check also our online documentation: UCX Suite Configuration

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